ClassPass

Predatory policies that aren't disclosed except in fine print. I went to reserve a class and was sure it was drawing from my rollover balance, but the class was in my next billing period -- so instead, it charged me $35. Credits are non-refundable even if you catch the mistake right way. I really loved this service when it first came out but they do not care about the gyms or the users. Super unfriendly customer service and policies.

CP hardly pays anything to studios as is and once it has enough studios under its umbrella in any certain area, it pushes the payouts even lower... No single studio can exit without simply forwarding its traffic to its competitor next door so everyone stays put while the industry gets destroyed. Studios that provide the actual service can't pay rents and afford top instructors if the money goes to e-commerce genius and not the actual studios with the cost of providing the TRUE product to you. Consumers, support the local studios and not the internet platform that has no interests othere than its own!

Class pass is a bunch of thieves. They renewed me without my permission on October 2020, during covid and have been charging me since. I requested a refund and they refused, despite me having multiple emails from them saying that they weren't charging me and asking me to renew my account. The customer service is abysmal. Buyer BEWARE.

Should you have had an account with them in the past I highly recommend contacting them to request all your banking information be deleted. They will renew your account, start charging you and refuse to refund. I'm literally floored that any companies are pulling this behavior in 2021. Especially one like classpass that previously had a decent reputation.

As a studio on the ClassPass platform we have been extremely disappointed in their communication and customer service. We have never had a timely or thorough response to our issues or concerns.

ClassPass purports to help studios by filling spots that would otherwise be unfilled, while we have seen our regular students switching over to ClassPass-- this cheapens our worth and hurts our entire market.

CP likely has low overhead and has been very successful in getting funding for expansion. If they don't shift to have adequate communication with the studios --which are the product-- they will not be successful long term.

I showed up for a 6:30am class, and the instructor didn't, so there was no class. I contacted classpass, instead of being apologetic, they deleted my account and took all of my credits. I've been going back and forth w them for days trying to have my account credits restored. The reps are ill informed, & difficult to communicate effectively with as it's all through email. Was looking forward to upping my membership next month because of the variety of classes, but if this issue isn't resolved today I'll permanently cease classpass. It's been a headache

So once you buy a membership the number of points for any given gym can change dramatically so you could actually end up paying more for classes than the walk in rate or the discounted rate you'd get with a regular membership to a gym. I talked to one Pilates owner and she said students regularly pay more than her walk in rate by using ClassPass. ClassPass's response is that they can't tell you how many points anything will cost because they throttle the prices depending on how often you go or what time of day.

I do not think ClassPass actually keep track of what they are saying to their customers. I signed up for a trial session and was given 20 credits. However, they froze my account without informing me and different agents speak different tunes of what happened. And they claimed that I have multiple accounts when it is my first account? No proof from them to support their claim. Gosh, I am so frustrated talking to them. It is like generic replies from robots and they are just not addressing my issues! Even if they reinstate my free credits, I will never go back to them. Geesh, lousy system.

Horrible. Do not join. They are very shady. I paused my account during the pandemic shutdown. They restarted my account and notified me through an obscure e-mail (which I missed). So I began being billed for months. Now they won't refund me and are actively fighting my credit card company to retain the charges. Pathetic.

Customer service is terrible.
First issue: My company had advised that we would be enrolling in ClassPass, so we needed to sign up but we got to try the free trial and had to input our CC number on the account. I did this and instead of taking my company enrollment, they charged my CC for the full month. After contacting them - they did not refund me.

Second: I signed up for a class and two reservations showed up. I told them - and instead of removing the second class they made me cancel it which resulted in my losing 8 credits that they didn't refund. Even as THEIR system made the mistake.

I was given a 5 class, $60 "gift" card to classpass. First, I was unable to set up my account so was on with chat ( as there is no phone#) for 30 min. Finally, I was given a link to set up my account. Imagine my surprise when it allowed me to enter my gift code but also asked for a cc#. Why do you need a cc# when my "gift" has already been paid for. Many customers report not being able to get refunds when their card was incorrectly charged. Im sure this procedure is also illegal in my state. I have asked that the original purchaser be given a refund of her $60 as I have no intention of using this service. Good luck. Thank you.

Talking to customer service is like talking to a goldfish. I had repeated problems booking with my favorite salon. Long story short, after WEEKS of back and forth, I got so frustrated with classpass that I ultimately asked for a refund of my ~80 credits and to just close out my account. Rather than giving me a full refund, they refunded roughly half of what the credits were worth, closed the account and I could no longer access the remaining credits they didn't refund. They have yet to respond to my request for a full refund or at least restoration of half the credits I'd paid them for. Such a scam, and disappointing because I'd been a customer for years. Save your money.

Absolutely shameful scamming people during the pandemic! They've been charging my account for almost a year now without my consent, using a card that was not even on file (how is that even legal?). When I try to contact them, the customer service agents kept on ending the chats. PLEASE do not buy anything from them!

Do NOT trust ClassPass. Their business model: scam new subscribers until they notice and quit.

Of course they don't provide a customer service phone number -- there would be too many valid claims and concerns. Here is my experience

1) I signed up for the 2 week free trial
2) Before the free trial expires, I try to set my membership to "ClassPass LITE" for $19/month but the website is conveniently down and I am forced to contact customer service.
3) Customer service (Gaelyn C.) personally confirms that my membership is set to $19/month beginning this cycle.
4) Despite the written confirmation I am charged $45.
5) I contact customer service only to be told that there is nothing to be done.

Despite my two friends who BOTH got charged $200 "accidentally" shortly after signing up following their free trials, I stupidly trusted the service. This has truly been a frustrating and horrible experience.

Do yourself a favor and stay away from this scheme.

I recently lost a family member, and I was devastated and didn't go out. After things settled a bit, I realized that I didn't use my classpass classes for my previous cycle. I really needed the endorphins, so I shot an email to classpass asking if they could, as a one-time courtesy, rollover my previously unused classes (and there were quite a few of them). I didn't think Classpass would do it. Honestly, I was just waiting to say, "You guys are jerks, please cancel my subscription." But they did it! They rolled over my unused classes! I was shocked. And frankly, a little moved. I was going to cancel my subscription, but they just earned a loyal customer.