ClassPass

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.

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.

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.

I went to ONE trial class at a yoga spot, and I don't even know how I got charged for months. Then, received an email saying my card expired. I have 86 "credits" left. But, have to give them a new credit card and be charged in order to use them! Try to schedule my account credits, and there is "no appointments available" Total SCAM. Stay away, go to the studio and pay individually. This is a ripoff.

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.

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.

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

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?

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.

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.

I signed up with Classpass in hopes to save a bit on classes at the studio I attend. This app by far is too premature to even be on the market. I was constantly being incorrectly billed and credits were missing from my account. To say the least, customer support didn't do anything let alone hear me out. I had proof in the form of emails and credit card statements but Classpass didn't do anything to rectify the issue or even provide half of a solution. In stead they repeatedly mentioned my comments would be considered as feedback. I had to connect with my credit card company directly to dispute the transactions. Don't waste your time on this app just go direct to the studio if you don't want to be ripped off.

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.

Trial credits do not rollover once you start paying which is a bit of significant fine print. It feels like a pretty shady policy designed to capitalize on people assuming the intuitive thing which is that they will rollover. If someone assumes that, then they are much more likely to want to pay for at least a month to keep those credits. Once they have paid for that month, it's better for ClassPass' bottom line to take those credits away assuming that on average it doesn't affect user retention too much. So it makes sense from a money side, but it's shady as hell.

Their business model seems to profit only from errors. 20$ for missing a class, no way of seeing previous bookings and customer service is like talking to a wall. I do not recommend at all, it will cost more money than what you sign up for and a headache with all the added fees and not helpful customer service.

You don't get much of a discount, if any.
If you don't use the credits, and you don't want to pay the next month, you just lose your money.
They have no phone number to connect with customer service.
Booking for reservations takes days to be confirmed.
I would not recommend this at all.