ClassPass

Classpass's credit system, expiration rules, and freezing/unfreezing system is needlessly convoluted and reflects the lack of value in using classpass. The lack of easily accessible customer support is also driving users away. It seems like there has been very little consideration of the user's/consumer's experience and needs, which ultimately means losing potentially long-term customers who would have been extremely valuable to Classpass in the long run. I've tried it now a couple of times, and each time, I quit because the system is just too confusing and lacking in value. When it's so easy to just visit studios on one's own - why would someone use Classpass, unless the app + program was making their lives *easier*, not harder? That's my two cents!

Class Pass has double booked my business then refused to take responsibility or even resolve the issue with their horrible customer service. Finally got a manager email taking days and still no resolution.
Payment practices are Shady they don't include list of customers they are paying you out for so good luck knowing if they are actually paying you correctly.

I sent a response about my membership and got a response right away that was helpful - 5 stars for that!

But I just wanted to search through videos looking for those more focused for senior citizens. But their platform does NOT have a search. When I used the chat to ask about it, they were talking about not supporting apple in-app live classes and all other sorts of weird responses. They finally said, "Well, it looks like we don't offer search on our video page." Does that mean the chat support person was also surprised of search being missing?

Anyway, I have found a couple of videos by scrolling through and using filtering options that have been good. If you are a Kaiser Permanente member, you can sign up for the on-demand library for no cost.

Thank you

My membership just started and I now realize that I don't have access using Classpass, to all offered classes at all of the locations that I checked. I was looking for a beginner barre class. I found them listed at two locations near me, but when I try to reserve a spot using Classpass, I'm not shown those options. So this $90.00 isn't doing me much good. I thought I'd read the fine print, but must have missed this detail. It would have been better for me to pay a specific location directly. The trick is to cancel before the next billing and try to use up these silly passes.

I liked the flexibility of ClassPass until they had a glitch and stole my $$. I tried to use the credits I purchased and the app would not allow it. They then deleted my credits and then they took my new credits with the monthly renewal. I immediately contacted their customer service via email but they did not respond I then spent almost an hour on chat only to finally get a partial credit back. What a disaster! I

At first I could not understand what the app was for and thought it was a bit expensive for a health membership. But I finally decided to give it a try and opted for the free trial. The one week was so fun, it let me try almost all the fitness studios in my neighborhood. I am one who likes new adventures in my fitness journey. I instantly loved it. It's been 3 months and I am still loving the app and have tried almost 10+ studios. Each one was unique and exciting. We'll done, ClassPass

I partnered with them and somehow they paid me short. Contacted them several times over the past three months regarding the issue. I received NOTHING. No email no message as they promised me. No one ever get back to me. All I was told was that they are still working on it, still working on it... eternally.

I can't fully detail what a nightmare it has been to try to have them cancel my account. There is no one you can call. If I posted our email exchange here you'd be even more outraged. I don't think it's even a real person. I am still paying for this service after now almost 4 months of actively fighting with them. Also, I was never able to use it because there are no gyms anywhere near places I live or travel, which is many major cities. They might have them listed on the app but when you actually go in to find decent gyms or classes, there's nothing good. I used this years ago and liked it. Now it is a scam.

BEWARE! It was a great concept but terrible execution. This company is not user friendly. It just seems to want to squeeze money out of customers at any given time and I've felt more frustrated by the app than finding it useful. The rules are not clearly defined at the beginning of use like the rule about "no shows" getting charged 20$ and late cancellations 15$!. It makes no sense to buy credits and then get charged more money when you don't make a class instead of just forfeiting your credits. People have kids and lives... things happen. Wasting their money and time is not very effective. Terrible customer service and Terrible company ethic.

But with any great idea... just like Uber and Lyft... someone will come alone with a BETTER version of this kind of company and I will gladly sign up when it becomes available. For now I'll go back to just having one gym membership that gets the job done.

ClassPass has no way your can speak with a live person. You must use the chat feature to resolve an issue. This process is horrific, no one answers or find a solution to your problem. It's a waste. I have cancelled class pass as my credits were removed after my subscription was renewed. DO NOT recommend!

As a business owner and classpass partner, I would NOT recommend! Within 2 days of using classpass it has already been a horrible experience for us. Members who would've joined our business decided to join classpass instead because they make sure that it's cheaper and they allow unlimited access to our studio. I have contacted classpass to opt out probably 10 times in the last 72 hours and have no received a single response. They purposely ignore you so you are stuck with them. Horrific customer service.

When they wanna charge you. They do.
I cancelled my classpass when I still have 25 credits left and I was told I can not use those credits beginning next cycle, which is less than 24 hours.
And the customer service had the worst attitude. Simply "I don't care" thought out the whole conversation.
And often I found if you contact club directly, you might spend less for a class.

Once I signed up for a class but realized the date was wrong, i cancelled within 10 second after booking, $15 charged.

I just can not believe 2018, a start up company still has an attitude like a 90's teen movie.
I will never use classpass again unless they stop making bully rules.

This biz is an unbelievable, crazy experience. When you can cancel a class 2 days in advance it does not get refunded to the pending credits. On contacting the customer service which is jsut email, it is like dealing with a 5 year old, a dead wall, the response does not even match the question or issue raised. Its like "can you tell me what the time is?" and the response you get is " traffic is congested over the bridge" This has been consistent from post-pandemic over June, July. I've probably raised 6 issue threads with them, frustrated and no resolution of where the credits went.
Gave up and parted ways with wishing the business a healthy demise.

We cancelled our studio membership over 2.5 years ago. We STILL have people coming (wrong address since we moved) or calling in to say they have a reservation with us through ClassPass. These poor people are signing up for classes that don't even exist on our schedule anymore and pulling up to a vacant store front since we relocated 18 months ago. Despite dozens of requests over the years, ClassPass has failed to remove our studio / schedule from their portal. It's honestly shocking how poor the customer service is. It's also shady as poop that they are advertising businesses that no longer participate in their program. Run away. Do NOT get involved with ClassPass.

ClassPass is really hard to use when you're booking on with someone else.

I usually book classes with my girlfriend. For some reason, ClassPass make it annoyingly difficult to see how many slots are still available in a class.

We've been caught out a few times with one of us booking on, then the class suddenly saying it's full.

Why can't you be transparent about how many slots there are in total and how many are left? Even better, optimise for the flow by allowing 2+ people to book a class together.

Add to this the poor chat function and no phone line, and it makes for a pretty poor experience despite charging a premium price.

Never signed up, paid 5 months without going to any classes. Ridiculous. A company with good ethics would proactively reach out to customers asking if they want to cancel a membership they aren't using, not do everything they can to fly under the radar and keep charging them for something. I don't even know how or when I signed up for this and have gotten zero communications about it.