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Business Profile

Security Consultant

Clear

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Consultant.

Complaints

This profile includes complaints for Clear's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Clear has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Clear

      65 E 55th St Fl 17 New York, NY 10022-3414

    • Clear

      85 10th Ave Fl 9 New York, NY 10011-4768

    Customer Complaints Summary

    • 359 total complaints in the last 3 years.
    • 132 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      3/26: traveling from ******* to ***** and back again this week. Clear failed the basic litmus test of getting us through quickly. Non-tsa line was faster. What is service if it doesnt get me through quicker? Taking a photo? Further, to mgmt of clear. You gave 3-4 times as many staff recruiting people for the free trail of clear, further jamming up the line. How is that good for existing customers or a good experience for the newly signed up? Thank you.

      Business Response

      Date: 08/15/2024

      Hi ****! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns. 

    • Initial Complaint

      Date:03/23/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was traveling for business and was approached in **************************** and asked if I would like to try a new program that skips you to the front of the line. Sure - but never mentioned there would be a cost or how much or that I was even signing up for the program. Very similar to other complaints on this site. Had no idea until I see a charge on my account for $189.00!!! I would expect a full refund I would have never willingly signed up for any program. This was very unprofessional.

      Business Response

      Date: 04/07/2023

      Hi *******,

      Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about your experience and the unexpected billing. A member of our team has reached out to you via email to confirm your refund, and we're glad that we could get this resolved for you.

      Please feel free to reach out to ******************************************* if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:03/20/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      $189 was charged to my corporate credit card, but I never signed up for CLEAR (I already have Global Entry, so I have no reason to sign up for CLEAR). Please drop the charge.

      Business Response

      Date: 04/07/2023

      Hi *******,

      Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about your experience and the unexpected billing. A member of our team has reached out to you via email to confirm your refund, and we're glad that we could get this resolved for you.

      Please feel free to reach out to ******************************************* if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:03/14/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have trying to reach out to stop my credit card collection for 180 something dollars plus. I did not know it was going to charge me or charge my credit card that amount I was told it was free please credit my account back the money that youve taken out of it. Thank you *************************

      Business Response

      Date: 04/07/2023

      Hi *****,

      Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about your experience and the unexpected billing. A member of our team has reached out to you via email to confirm your refund, and we're glad that we could get this resolved for you.

      Please feel free to reach out to ******************************************* if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:03/09/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/1/2022, I logged into my account and verified ************ renewal payment of $179 would take place on 2/27/2023. It explicitly stated date and amount. I took a screenshot. On 2/27/2023 they billed me $299. They refunded $60 but will not refund the remaining $60 because the rate increased. If they were going to do so, dont tell me the wrong autopay amount. This is misleading. I should have only been charged $179. I chatted with a rep that day to confirm the price for a family plan and they confirmed. I have the chat transcript.

      Customer Answer

      Date: 04/03/2023

      Better Business Bureau:

      At this time, I have not been contacted by Clear regarding complaint ID ********.

      Sincerely,

      ***********************

      Business Response

      Date: 04/07/2023

      Hi *****,

      Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about your experience and the unexpected billing. A member of our team has reached out to you via email to confirm your refund, and we're glad that we could get this resolved for you.

      Please feel free to reach out to ******************************************* if you have any questions.

      Best,

      CLEAR

      Customer Answer

      Date: 04/10/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. They honored the price from my screenshots and chat transcripts after involving the BBB.

      Sincerely,

      ***********************



       

    • Initial Complaint

      Date:02/27/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was traveling for business and was approached in ********************** and asked if I would like to try a new program that skips you to the front of the line. Sure - but never mentioned there would be a cost or how much or I was even signing up for the program. Very similar to other complaints on this site. Had no idea until I see a charge on my account. I would expect a full refund I would have never willingly signed up for any program. This was a very calculated, manipulative sales tactic.

      Business Response

      Date: 03/08/2023

      Hi *****,

      Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about your experience and the unexpected billing. A member of our team has reached out to you via email to confirm your refund, and we're glad that we could get this resolved for you. 

      Please feel free to reach out to ******************************************* if you have any questions.

      Best,

      CLEAR

      Customer Answer

      Date: 03/09/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ***************************



       

    • Initial Complaint

      Date:02/23/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was in the **************, and was told there was a free two week trial of Clear to beat the security line. I immediately got a notification from my credit card company of the charge, and from my gate emailed Clear that I did not want to be charged and would not have signed up if this was not a free service. I was emailed a few days later saying they do not have a free 14 day trial. Upon reviewing other complaints on the BBB website, it seems like this is a frequent occurrence of promising a promotion, and then claiming it was not an option. Top of the email is below. I would never have signed up for this service if it wasn't free, and dont want it. Thank you for reaching out to GOV+ and so sorry for the delay in getting back to you.While we do not offer a 14-day free trial of Clear, we do have an annual subscription that comes with a range of benefits and services.

      Business Response

      Date: 03/08/2023

      Hi ******,

      Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about the unexpected billing and for any confusion that this may have caused. CLEAR does offer a 14-day trial when enrolling in the airport, and is set to auto-renew once the trial is complete. All of our members can manage their own accounts by logging in to my.clearme.com, which does include making adjustments to renewal settings. We're glad that our team was able to get this fully refunded for you.

      Please feel free to reach out to ******************************************* if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:02/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for this trial and was guaranteed I'd be able to opt out at the end of the trial before being charged. I just noticed $189 on my credit card bill. I don't even have a CLEAR at my local ***********. They refuse refunding, even after acknowledging they are working with their onsite airport reps on better training as this is a common occurrence. I called CLEAR directly and asked why we do not get an email as promised at the end of the trial, and ******* stated she doesn't know what "they" (as in the airport reps) send out at the end of the trial. THEY should be everyone at CLEAR, so clearly (pun intended) they know this happens, but benefit from the automatic billing. I asked ******* to escalate me to a supervisor and she hung up on me.

      Business Response

      Date: 03/08/2023

      Hi *****,

      Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about your experience with both our field and support team, as well as the unexpected billing. We're glad that our team was able to get this fully refunded for you, and you will not receive any further billing from CLEAR.

      Please feel free to reach out to ******************************************* if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:02/21/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was approached by a sales rep with CLEAR last summer on my way back from a trip. ******* asked if I wanted to try this CLEAR trial. I asked about the details and they assured me that I would be notified to approve or cancel my membership before any charges were processed for the annual membership. They lied. I found out later they automatically charge $189/year. I called CLEAR directly and they refused the refund. I asked to be escalated and ******* hung up on me. I cannot believe we're allowing this type of scamp into our airports.

      Business Response

      Date: 03/08/2023

      Hi *******,

      Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about your experience and the unexpected billing. We're glad that you were able to speak with our team and get the refund issue resolved. Both accounts have been refunded in full and you will not receive any further billing from CLEAR.

      Please feel free to reach out to ******************************************* if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:02/08/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Was pulled out of line at the airport and told about Clears free trial program. Asked if I would be charged and was told no. Asked if this was something I would have to cancel in order to avoid being charged and was told no. I was told it would only charge me if I actually logged in and selected a plan, which I did not do. A few weeks later I see Ive been charged $189. Im furious and want a full refund and my personal information removed. The agent flat out lied to me and was deceptive.

      Business Response

      Date: 03/08/2023

      Hi ******,

      Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about your experience and the unexpected billing. We're glad that you were able to speak with our team and get the refund issue resolved. As per your request, we have removed all information from our systems, and the confirmation number for your data removal is ************

      Please feel free to reach out to ******************************************* if you have any questions. 

      Best, 

      CLEAR

    Clear is NOT a BBB Accredited Business.

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