ClassPass Reviews Summary
ClassPass has garnered significant criticism for its customer service and billing practices, with many users expressing frustration over misleading promotions, billing errors, and a lack of responsive support. Customers frequently report issues with inaccurate availability information, poor communication, and difficulties in resolving disputes. While some users appreciate the flexibility of accessing various fitness classes, the overall sentiment leans negative, highlighting a perception of the company as untrustworthy and profit-driven. The recurring themes of dissatisfaction suggest a pressing need for ClassPass to improve its customer service and clarify its policies to enhance user experience.
This summary is generated by AI, based on text from customer reviews
DO NOT sign up with class pass. It might seem like a good idea (though very expensive per class compared to signing up for a good gym with classes included-and you get far more for your $ since you can go anytime) until you accidentally miss a class or have to cancel less than a day ahead of time.
You'd think losing the fee you already paid for the class was the end of it right? It really sucks to have to lose $ AND not even get the thing/service you paid for.
BUT (and here's where it gets insane and not in a good way):
Not only will you lose the class and the money but ClassPass will then ADD A $20 CHARGE TO YOUR CREDIT CARD for 'missed class'.
Wait, no, that can't be right, right? You missed a class. You lost the $ you paid for that class (a $10 45 minute boxing class let's say). The end.
No business can just add charges to your credit card after that for 'damages' or 'missed class' right? And at DOUBLE what the original class cost?! How would that even be legal?
Apparently Class Pass does. This is a despicable (and not sure it adheres to BBB's standards at all) policy for any business and no customer should support a business that has these types of anti-customer policies. Can you imagine if you got charged like this when you cancelled any other thing you've pre-paid for?
You miss a theater production you bought tickets for. You are bummed because you lost the $ you spent on the tickets and didn't even get to see the show. Then a few days later you see a charge at double what the theater tickets cost, on your credit card statement because the theater has a 'policy' to charge people for empty seats, because they don't like seeing the empty seats. Even though they already got paid for those seats... Nope not enough. They also want to charge you more money now-after the fact, because you offended them by not using your seats.
This would be unacceptable in ANY type of business
I very rarely leave reviews for ANYTHING online unless it is just the absolute most unbelievable (in a bad way or a good way) experience and I feel it has to be made public to as many people as possible. This is the former. Terrible company. Terrible policies that are so ridiculous you couldn't be expected to imagine them in advance
Do not ever sign up for this. It's impossible to cancel & they tell you you're cancelled, then months later you'll start noticing charges for outrageous amounts of money. STEAR CLEAR OF THIS SERVICE & APP. I've had to flag them as fraudulent at my bank because no matter what steps I took I could not cancel this membership. Over $800 was siphoned out of my account from these thieves.
Hi Michael, thanks for getting in touch and we're sorry for any frustration with your account. ClassPass is a monthly subscription service, so your account does renew monthly until a cancellation request has been fully processed. We would be happy to look into this further for you - please send us an email to http://classpass.com/contact with the name and email on your ClassPass account!
Classpass is a scam. It is nearly impossible to cancel. If you want to restart your memebership you will need to pay 75 for the restart, lkke wtf? You need to pay for vlasses you didnt show up. The reasoning of classpass is weak that you böock a spo for other people. Because with other services like urban sports club there is no such issue... so now i payed hell lot of money for a free" trial. Horrible company
Hi there, thanks for sharing your feedback, and we apologize for any confusion regarding our class cancellation policy. When you miss a class, the credits are returned to your account but you do incur a missed class fee (if you don't cancel in advance). As reminder, many of our classes are available to book up to 10-15 minutes before class time! If you're uncertain if you can make it to class, this might be a helpful tip to keep in mind.
If you have further questions regarding our policy, feel free to reach out at http://classpass.com/contact
Class pass charged me for 5 cancelation which mostly were classes with 0 credit to spend, its a robbery & a shame! I wish i never used that app & would never recommend it.
I never canceled 6 classes, i probably cancelled 3 but not 6. Horrible customer service, no on is there to help you.
Hi Amanda. Thanks for taking the time to share your experience with us. We're so sorry for any confusion with our class cancellation policy – the late cancellation window for the majority of our classes is 12 hours before class time. We do explain this throughout the class reservation (and cancellation) process, and your credits do get returned to your account when you cancel.
If you have further questions about your account, please reach out to us at http://classpass.com/contact with the name and email on your account and we're happy to look into this for you.
... and then I lose the carried over credits I had which were equivalent to the "light" membership cost I had. How can they just cancel. So they don't want my subscription. Weird. To reactivate it COSTS 79$ and even if I reactivate I have to take the 159 offer. I don't like the points system! I'm desperately looking for something comparable to GUAVA PASS which was a delight in comparison to this ClassPass. Unfortunately ClassPass bought them over here in t he UAE.
Hi Anisoara, thanks for taking the time to share your feedback. We do apologize for any frustration here – to clarify, since ClassPass is a monthly subscription service, you do need an active subscription to use credits from your membership or roll over unused credits. Please send us an email to https://ClassPass.com/contact if you need further assistance with your account.
I would give them a zero if I could because they are a fraudulent company. I have had so many issues with them. Twice I was charged $20 as a no-show when I had attended the class and the studio confirmed they had signed me in. Twice I had classes cancelled last minute and the studio said it wasnt them who did it. I believe Class Pass oversubscribes classes then has to cancel. The final straw was when I showed up at a class and they told me I wasnt registered and had to leave, which was so inconvenient and embarrassing. I contacted Class Pass right away (since they do not have phone support) and the person "chatting" with me was very unhelpful. I asked to cancel my membership and she never did. She said she would contact the studio to find out what happened and she never did. I followed up with Class Pass after 5 days and they had no idea what I was talking about, there was no record of that chat session. They told me they would "get back to me" which is what they had said 5 days prior.
Hi Susan, thanks for taking the time to share this feedback with us. We're sorry for the frustration here, and it's definitely not the experience we want our members to experience with their reservations. It is not our intention to mislead you or overbook any classes, and we do take these inquiries very seriously. If you have any additional questions or feedback regarding a specific studio we're happy to get in touch to get this sorted out.
Regarding classes that you've been marked incorrectly as "missed" for, it's also helpful to double check that you haven't accidentally clicked on the "I missed this class" button after class as well. If you have any further questions about your reservations or account, please send us an email to https://ClassPass.com/contact
Classpass continued to charge me after I canceled my membership, refused to refund me, refused to let me speak to someone over the phone, and refused to let me speak with a manager. It's a shame, I actually had a good experience with the company while using their service, but now I COMPLETELY DISTRUST them as a company.
Hi Pat, we're sorry for any frustration here. ClassPass is a monthly subscription service, and your account will continue to renew until you process a cancellation request through your account or via email. You'll receive a confirmation email once your account cancellation has been processed.
To clarify, we don't offer any phone support at this time, but if you would like to get in a touch with a manager, we can definitely put you in touch. Please send us an email to https://ClassPass.com/contact with the name and email on your account and we're happy to assist you further with your account.
They continue billing you after you have uninstalled the app. Not that it matters, but they also refuse to refund your money if you contact them. Straight-up fraud, or should I say "free-market capitalism". I long for the day when outright scammers like these people are prosecuted.
Hi Aaron, thanks for taking the time to share your feedback. We do apologize for any confusion here, but please do note that deleting the app doesn't equate to cancelling your ClassPass membership. As a friendly reminder, ClassPass is a monthly subscription service, so your account will auto-renew unless you request a cancellation – you would also receive a confirmation email of your cancellation. We do note the auto-renewal on the website and throughout the sign-up process, as well as in our confirmation emails, but we apologize if you missed this information.
If you have additional questions regarding your account, we're happy to assist further at https://ClassPass.com/contact
Deceptive practices. No transparency in anything. No customer service! The trial cancellation is impossible, so if you are like me super busy checking your statements not much often! You will result with a big bill! Just trying to make money off of its customers and for classes during the trial time, all the good classes always booked! Very disappointed in my experience with ClassPass! Will never recommend.
Hi Violet, thanks for sharing your feedback. We apologize for any frustration here – it's never our intention to be misleading. As a friendly reminder, ClassPass is a monthly subscription service, and the auto-renewal is explained throughout the sign-up process and in our emails. You can request a cancellation at any time through your account. If you need further assistance with your account, we're happy to look into this further for you at https://ClassPass.com/contact – please provide us your account email!
Not a transparent company. They do not offer any customer service over the phone and their late cancellation and missed class policies were not transparent, resulting in over $85 of fees! Just trying to make money off of its customers and not very interested in keeping you for the long run. Very disappointed in my experience with ClassPass
Hi Christine, thanks for taking the time to share your feedback. We don't offer any phone support, but we are always available via email, and you can chat with us weekdays as well. We are sorry for any confusion regarding our class cancellation policy – please note that when you cancel or miss a class (even when you late cancel), the credits are returned to your account so you can use them towards another reservation. Additionally, many of our classes are available to book up to 10-15 minutes before class time! If you're uncertain if you can make it to class, this might be a helpful tip to keep in mind.
If you have any further questions regarding your account, we're happy to assist further at https://ClassPass.com/contact
Deceptive practices. Do not use. Most expensive free trial of my life. Cancellation policy is impossible. There are multiple prompts to prohibit you from cancelling. Their phone line goes straight to voicemail.
Hi DJ, we're sorry to hear about your frustration here. We don't offer phone support, but we are available on email and chat! As a friendly reminder, ClassPass is a monthly subscription service, and we note this through out the signup process, but we do apologize for any confusion. You can request a cancellation any time through your Account Settings, or through email.
If you need any further help with your account, we're happy to look further – please send us your account information to https://ClassPass.com/contact
1. Charged me in the past cancellation fee for class I attended. I have tried to explain and get studio to confirm but they refused to accept it.
2. I am going for surgery tomorrow hence will need to be out for 2 months the time to recover. I have asked if we could freeze my account and they replied me yes but when I am back tte price of my subscription will be more expensive as they are changing their prices. I ah e explained that I was a long time customer and had referred a few active active people but there was nothing to do they said there is no solution...
3. This last week I went to a class on classpass which was 6 credits and reaching the studio they told me it was a free class as only 15mins...
It is really sad as the model is right but process and customer service is so bad that I am planning to stop it fully. I have seen some comments below mentioning law suit and I agree that it should happen to them as this is not right for customers.
Hi Marion, thanks for getting in touch to share your feedback here. Regarding freezing your membership, we unfortunately are not able to place your account onto a plan with a previous rate. We do apologize for any frustration here, but we do note in our Terms that our plans are subject to availability, and you can view all of our current rates in your Account Settings.
Regarding the incorrect class fee and the class that you had attended that was listed as "free", please do send us an email at https://ClassPass.com/contact with your account email and we would be happy to look into this further for you.
The only reason I gave 1 star is because I could not give negative 10 stars. First off, you there is no number to get in contact with a customer service representative. Then I signed through a corporate account and the amount was suppose to $39.00 for 25 credits, they were charging me full price and when I notified them via email they went back and forth with me stating I was being charged the correct amount. Then they did put my credits on there every month. So they were taking my money but not giving me the credits for those months. Just don't waste your time or money. I also tried to escalate the situation asking to speak with a supervisor that was never address and no every acknowledge my request.
Hi Mary, thanks for taking the time to share your feedback, and we're so sorry for any frustration here. We don't offer phone support at this time, but we are happy to assist via chat or email. It is truly never our intention to mislead our members, and we apologize if any information was not made clear. If you have not been receiving credits for your paid months, we are happy to look into this further and ensure that your account has been correctly set up. If you could send us an email to https://ClassPass.com/contact with the name and email on your account, we're happy to look into this further for you and assist you with any additional questions you may have.
They stopped letting me take classes at the only studio i signed up for class pass with, had no idea how to fix it. No number to call. So beyond done with them.
Hi Melissa, we're so sorry to hear that you're having trouble with your reservations. Please send us an email to https://ClassPass.com/contact with your account email, as well as the studio information and we're happy to look into this further for you.
We don't offer phone support at this time, but you can always get in touch via email, and we are also available for chat on weekdays.
I just needed two weeks to realize class pass was not for me. Sadly enough it was enough for them to keep almost 200 USD in fees. A real robbery and I totally regret joining it.
Hi Thiago, thanks for sharing your feedback, and we're sorry to hear that you don't feel ClassPass works for you. As noted during the registration flow and in your membership activation confirmation email, fees for late-cancelled and missed classes do apply during and after free trial periods. Additionally, we do note the late cancellation window when you confirm a reservation on the website or mobile app. As a friendly reminder, many of our classes are available to book up to 10-15 minutes before class time.
If you need further assistance with your account, please send us an email at https://ClassPass.com/contact
I was charged for a miss class i attended? They are charging me an extra $20 because their system says i was not there when in fact i was! NO SUPPORT what so ever. I will be disputing the charges if they don't clear this up immediately.
Hi Jonathan, thanks for getting in touch. We're so sorry for any confusion with your class attendance. A helpful tip is to check your app after class. If you haven’t been asked to rate the class, you can double-check with the front desk after class to make sure you were checked in correctly!
Please send us an email at https://ClassPass.com/contact with your account email and class details if you need further assistance here! We're happy to look into this further for you.
I would highly recommend you STAY AWAY from ClassPass. The easiest thing is to sign up and take your money, but they make it EXTREMELY difficult to cancel your account. They don't state anywhere on their website or cancellation policy that you will lose your previously paid credits when you cancel your membership, and when cancelling your membership, they take forever which ends up charging you for another bill cycle. The customer service support is TERRIBLE. There's no phone number, you only have a chat box to speak with someone from the company, and when I tried to speak with someone, she cut me off and left the chat while we were in the middle of a conversation and I was in the middle of typing. I can not express enough that you should absolutely stay away from this company!
I found this page too late! After going through the multi step cancellation process and being told my account was closed, I just noticed (after the 2nd monthly charge hit) that my subscription was never canceled. I wrote customer service explaining the situation and got a form letter back stating there is nothing they can do.
I found this page because I wondered if they did the same to others. Clearly this is not a one-off mistake but rather the shady way ClassPass makes extra money. Now that I know I will dispute directly with credit card and see where that goes. So be warned -- when you try to cancel, make sure you take a picture of the chat window and get anything in writing if you talk to someone. It's a scam.
Class pass will charge you and doesn't email you a receipt or remind you that they charged you after the trial period. When you tell them you want a refund and that you don't intend to continue the membership, they say "ok, we will cancel your membership" and you can't use the credits you paid for. They customer service people (chat room only--you can't call) are sarcastic and unkind. I would stay clear of this company.
Hi Heather, apologies for any confusion and frustration here. ClassPass is a monthly subscription service, and we note the auto-renewal feature on the website and throughout the sign up process. It's never our intention to mislead you or treat you unkindly. If you'd like to send us an email at http://classpass.com/contact, we would be happy to look into your account and see if there's anything we can do to help.
Classpass is one of the worst apps that I had. First, without any warning Classpass starts your membership and charges $79 to your bank without any warning. The classes that are available on the app are also very subpar. I signed up for a crossfit class and it was in the middle of an industrial area literally connected to a food manufacturing company and the area was very sketchy. The actual gym itself was also in a bad condition. I think that they don't vet the studio partners. As a result, I did not attend the class and I got charged $15! I basically got charged $94 unwanted. Be careful when using this app it tries it best to scam you!
Hi Elaine, thanks for taking the time to share your feedback. As a friendly reminder, ClassPass is a monthly subscription service that auto-renews each month. We note this during the sign up process and in our confirmation emails. We're sorry to hear about the frustration with your class as well. Please send us an email to http://classpass.com/contact we'd be happy to see if there's anything we can do to help.
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Hi Brooke, so sorry about any confusion with our cancellation policy. To clarify anytime you cancel a class or miss a class the credits are returned to your account so you can book another class. We are definitely not taking your credits and charging you a missed class fee. As ClassPass is a third party booking platform, we do need to maintain our cancellation policies in order to stay accountable to our studio partners, without whom we would not be able to offer the same variety and quality of classes. This means that for every class cancelled within a 12 hour window before the class start time, we charge a $15 late cancellation fee and for every class missed without previous cancellation we charge a $20 missed class fee. If you have any further questions or need assistance with any reservation, please feel free to reach out to us at classpass.com/contact