ClassPassReviews 247

If I could give ClassPass zero stars, I would.
As a small business owner, I expected ClassPass to be a partner, instead, they've been a nightmare. When I encountered a major issue that directly impacted my clients and my revenue, I reached out multiple times for help. Guess what? Crickets. No support, no follow-up, nothing.
I ended up fixing the issue myself, without a single ounce of help from their so-called "responsible" team. And let's be honest, their customer service is practically nonexistent.
ClassPass talks a big game about supporting studios, but behind the scenes, it's clear they're only in it for themselves. Shady practices, terrible communication, and zero accountability.
If you're a studio owner considering partnering with them, don't. And if you're a client? Just know the businesses you're supporting might be getting the short end of the stick.
Do better, ClassPass.

ClassPass is a SCAM. I had a membership at $90/month - my boyfriend got me a $200 gift card which I input in the system and which they used on rollover credits because I couldn't use it in the same month as my other $90 credits. They don't let you pause your membership to use a gift card so you have to cancel. But when I did all this I learned that they had actually used the gift card balance to clear the last billing cycle. So basically lost over $300 on this company. I have complained multiple times and all they do is send me the fine print. I am so upset by all this money down the drain.

We recently (and I mean during 2024) began getting phone calls from ClassPass Concierge calling to book and pre-pay for massage appointments. This was straight forward since it amounted to someone pre-paying for a service, and it really didn't matter to us how ClassPass operated between them and their members. Their members would show up (or sometimes not show up) for the service and tip generously and that was that.

Then we began getting calls direct from previously ClassPass booked members stating that when they tried to book in the ClassPass system they were informed that no reservations were available (Not True). We subsequently did some research and found a page within the ClassPass Concierge site that offered availability days and times at our location. The problem was that they were displaying "There are no reservations available" almost every day.

We contacted ClassPass by email and asked them about the incorrect information they were displaying. We received an email and ultimately a call from a saleswoman only interested in getting us to Join as a ClassPass "Partner". They stated that the "concierge" page representing us was a courtesy to their members enabling them to book with us, but they do not update information nor do they ensure accuracy. The only way to be able to have control over that page is to become a ClassPass "Partner" and she was more than eager to help us do that.

We stressed that the reason we were contacting them was not to join but to ask them to either display correct information or remove any reference to us from their system if they could not show correct availability. She said she could only put in a request to have our page removed.

This very same day we received a call from one of our Clients who booked previously through ClassPass telling us that every time she tried to book it would get cancelled, her points returned and that we had no availability so she could try again or was offered alternative SPAs in the area to try and book with.

Not sure if this is a common practice, but the timing is beyond coincidental.

Terrible cold scripted customer service response. Offered me a refund and then said they can't. Put me on hold for long time when issue can be resolved in a minute. It's been an hour and issue still has not been resolved. Terrible company. Their customer service agents are bots and only waste your time while not addressing your issue

I signed up 14 months ago for a free child class. I never got my free trial and I never got any information relating to it. 14 months later. I realise my joint credit card had been debited £69 per month after contacting them I have been refunded for months, even though they can see that I have never ever ever used their service, I have written to their office in America and have not received a response. A total rip off. I will be elevating a complaint to the financial ombudsman.

ClassPass is a deceiving company. I have a large dance and fitness studio and I have signed an agreement with ClassPass. The studio is one of the top in the marketplace with high customers reviews including ClassPass members. The agreement with ClassPass is based on a minimum and maximum amount per attendee coming via ClassPass. However, ClassPass never paid as per the agreement. Most of the payments received are below the minimum amount stated in the agreement. We tried to communicate with ClassPass; but there is no contact number to call, we sent emails; however, ClassPass never acknowledged our emails.

Since I've been charged $15 for every time I made a late cancellation (less than 12 hours), or not showing up, I understood their rules are there for a reason. However, when I got to the early morning class on a Saturday morning, I got an email notification that my class got cancelled, giving me 10 minutes' notice. I got my credits back. Thank God?! What about the hour of my time wasted? What about the 13km fuel cost? When I complained, all they said was, thanks for your feedback, we'll let the studio know about your feedback. How come there are no consequences for the studios for cancelling on members? Where's there's fine and my compensation? I now understand I was one of their cash cows.

On Sunday, June 30th/yesterday I wanted to upgrade my credits to a higher plan starting on July 15th. However, when I went to check out I ACCIDENTALLY clicked the "change plan now" button instead of the "change on next cycle" button. Within seconds of realizing my mistake I reached out to "help chat" through the app. I talked to a bot and then requested a real person. The "real person" couldn't help at all and said they would escalate. My simple click has now become a mountain of an issue because no one can simply refund me the credits and move them to the following cycle. Inotherwords I did not want to change NOW I wanted to make the change on July 15th/my next billing cycle. However, after countless back-and-forth emails with you "support" NOTHING has been resolved. A simple click of the wrong button and now I'm stuck with a new plan cycle and an upgrade of unwanted credits immediately. I will be out of town the next week and wont be able to use these for a week at least. If you can fix what no one else has been able to I will happily restart my plan and remove my negative appstore review. But I have a feeling you're a bot and there's likely a chance my issue remains unresolved forever.

Very dissapointed with classpass, after years of using this platform. It appears that I've been inadvertently placed on a US membership code eventhough I live in Australia, resulting in higher costs without corresponding benefits. So I paid almost 20 dollars more with no extra credits, and no contact from classpass that I was on the wrong membership code. I Have tried contacting them, and they did not offer any options for resolutions, did not reply the email

This lead to confusion and misinformation for their customers. I kindly request to escalate this matter to the appropriate department for resolution, however the issues were left without reply.

Do yourself a favor, sign up to a better platform

14 day free trial and free credits is BS. The 2 places I go to yoga joint & cycle bar only allow you 1 class. So badically all of credits are useless and you lose them, they do not roll over if you buy membership.

Class pass steals your money. The customer service is trash. If you want to wait on being charged because you still have points. Your account will be paused (even though you bought your points) until the "membership" is paid. Its not a membership. You pay for credits. If you have a credits and your account is canceled they wont refund you your money and some of the classes cost way to many points. Its a scam. I love the flexibility of different gyms and classes but they need to figure out their billing. Be prepared to get robbed and screwed over with this company. Why support a business that is unethical?

My first time come try Classpass, I was offered 1 month free, so I registered my account on Jan 27th, 2024 and booked my 1st class with 8 credits I believed however the system requested me to upgrade so I can book the 2nd class. At this point I still have at least 30 points that was included in the 1 month pass but can't be used.
In order to start my 2nd class, I updated my membership 89$/month. And realize all my free points in the 1 month free are gone, wasn't even adding up on. I only have 43 credit after all this. So what's the point for this 1 month free trial? I don't understand.

Turns out this is what they described. 1 month free is a complete fraud
This is what you can expect during your free trial:
* A free, one-time visit at select studios and gyms
* The ability to cancel your trial at any time
* The option to immediately upgrade your trial to a paid membership to unlock full access to our app, salon and spa appointments, and repeat bookings.

They shorted me credits and their billing date changes monthly. Virtually no customer service and the majority of my reservations get canceled day of.

Don't get tricked into this scam of a business

On January 9th, I signed up for the Free Trial worth 63 Credits. While playing in the app as a brand new consumer, I was searching the various membership options in case I wanted to continue this service after the free trial. In the app, when you select a membership to view the details, the only way to get out of that screen is to proceed forward. What I didn't realize is that upon viewing these options, the app automatically charged me $49 and $89 on January 9th, which brought my account to 66 paid credits. I caught the charges on January 10th while looking at my bank account. I immediately sent Class Pass a dispute through the website to reverse these charges, as they were purely accidentally, and they simply don't make sense. The response I received was the poorest form of customer service I have ever received, and as someone who has spent over a decade in the fitness industry, the response was just like any other snaky big box fitness club. The "resolution" to my issue was to roll over purchased credits instead of refunding me the $49 & $89 to let me complete the remaining 29 days of my "free" trial. I received the "resolution" and immediately gave my feedback of being dissatisfied, and to no surprise, I never heard from Class Pass again. I have reached out again, and same result without a single bit of empathy towards the situation. The logic that makes the most sense when you look at this situation is to recognize that nobody would purchase $138 of a service they were just awarded for free for the next 30 days. I contacted ClassPass immediately because this should have been a simple reversal of the charges, the paid credits be taken away and the free trial credits loaded back immediately considering the purchase was made minutes within beginning the free trial. Unfortunately, I have been punished for looking into the membership options if I were to choose to stay with Class Pass, versus someone showing exceptional Customer Service and recognizing that obviously this was a mistake. It doesn't even make sense to the logical brain. Biggest feedback for Class Pass, try putting the consumer first and seek to understand so that you may have a returning customer. Next feedback for your app, have an option to view the membership options without automatically charging someone while they are simply seeing what is available after the 30 days. I have been so turned off by this experience, I went to 1 class before I received the response to my first dispute, and I have decided this platform is not provided for the consumers' best interest. This is wildly disappointing and shows that they are only out for your money, not your health and fitness journey! The refusal to refund is 100% sketchy and makes them a scam.

The credit system is confusing and it's not a good option when you want to work out consistently, might as well join a studio. They always find a way to screw you out of money. I know studio fitness does that too but Classpass is all virtual so no one to talk to face to face.

I had a horrible experience with them in 2018. Was sold on all the new terms that protected my small studio earlier this year and after weeks of going back and forth worried about making sure my clients were not going to be replaced by CP users which in turn pay less, I now see they changed everything and my classes are now being booked up a week + in advance with CP users. I'm losing clients and this is exactly why i was scared to trust them again. BUT they partnered with MB, I've been a good customer to MB for 5 years so I took them at their word. They lied. I cannot cancel and I cannot talk to anyone until the end of next week when I have been requesting to cancel since last week. It's truly awful. They could put my small studio out of business at this rate within months. I'm so disgusted by this company. DO NOT SIGN UP TO PARTNER WITH THEM.

If you fall sick outside of the cancellation window, not only can you not cancel, but your card on file also will be charged an additional amount of money for not canceling. In the middle of flu season and an ongoing pandemic, this doesn't make sense. You're advised not to show up if you feel ill but also don't have the ability to cancel when this occurs. This is a stupid business model and the classes aren't worth this hassle.

I would stay far away from these guys! They ripped me off for two months and looking for other people in the same situation. Sending all my information to Global news as they don't respond and ignore emails.

If i could give the a 0 i would, i sign up back in July for my business. They say they will integrity the software so i can see when client are booked. I emailed, call left so many Massages to Jinnefer she is the one who sign me up sent document to sign. But she never responded. And after a while i got an email from Carla, i explain to her the problem and since it has been few months and problem wasn't fix i just want to cancel it. Because they book client and i don't see it on my schedule and i was unable to fit the clients and it was causing bad impression on my business. Her respond was you sign until October 29,2023 we are unable to cancel she sent me the Doc i sign. I told her fix the problem then it was never fix for the whole 6 month now its October 30,2023 i got an email from Classpass saying my account is canceled. Please anyone that is planning to do business with this company think twice and make sure you have everything you need done before you sign the document. The worst company, i been in business for 12 years, never had this experience except with Class Pass.

Rated 1 out of 5 stars
AWFUL - Reporting to better business bureau
AWFUL - NEVER USE

WORST customer experience in my 40 years of life. They cheat so much that I am going to report them to the better business bureau based on advice from my bank. My bank even wants me to move forward with a dispute claim based on ClassPass' sketchy ways.

Terrible customer service and little tricks to cheat you out of your money.

Absolutely the worst experience of my life. I never write reviews, but I actually lost so much time and money from this company that I'm taking the time out to do this.

Firstly, my husband signed up for a free trial with classpass and then referred my daughter and myself. Neither of us could find where to input the code, so we just went through with the normal process.

When we signed up, we didn't get any credits. My daughter decided to cancel her account and when trying to cancel they sent a message saying if she signs up now, she'll get 10 dollars off or something. She just took it and now the customer service claims that neither she nor my husband will get the bonus credits.

Their policies are confusing and they are extremely expensive. They basically cheated us out of money as well since they kept on offering us random deals, but removing the deals we thought we were getting. It makes no sense because the discounts are applied to the "next three" billing cycles whereas the 20 credits should be applied to the current.

Absolutely terrible. Truly awful. The worse experience with customer service and cheating as a company I have ever experienced.