ClassPass

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.

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.

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.

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

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.

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.

Their payment processor is horrendous and the CS Reps admit it. I've tried multiple times to pay them and the payment never goes through. My bank actually never receives the request. I'm on my 5th or 6th time trying now with this company and it never gets better. Their CS tells you they will fix the issue and email you back and they literally never reach out to you again. Awful people

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.

Absolute scam of a company. They falsely charged me £19 for a 'missed' class that I had attended and then told me they'd processed the refund yet somehow, weeks later, the refund still hasn't appeared in my account. The bank say there's no trace of it. 'Customer service' is appalling. Just robotic avoidant answers and no attempt to rectify the situation. Cancelling immediately and I'm warning everyone I know to stay away.

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.

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 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.

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.

I arrived at 3:10. But was not able to attend the class. The late fee was outrageous 31 dollar? Yet the month subscription of the class pass is 90.31/90= 33.3% of subscription! It is the one thing I hate class pass! Sometimes accidental happens! No one expects and can avoid. Yet this app tries to make money out of other people misfortunes!

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.

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.

After trying multiple times to sign up the free trial period, I read the ClassPass reviews. I understand why they have a 1.34 score.
There system would not allow me to sign up even after many tries and several messages with their customer support. They have technical issues with their system that they will not admit and apparently cannot fix. With a1.34 score it seems many of their customers have issues.
With a score this low the company can not continue to stay in business.
I do. Not recommend.

I recently had an unsatisfactory experience with ClassPass that I feel potential customers should be aware of. When I decided to cancel my high-tiered membership ($99/month), I had about 100 credits in my account. Given my experience with other service providers, I assumed these credits would remain with me for future use.

However, I discovered that ClassPass doesn't allow customers to bank these credits, which was surprising and disappointing. While they do offer a roll-over system for some memberships, this policy wasn't transparent to me. When I tried to verify my past credit balance in the app, there was no clear way to view this information. I was only shown my current balance, which read zero.

The bottom line: I believed the credits I paid for would remain accessible, and I feel misled by their system. If you're considering ClassPass, I'd urge you to fully understand their credit policies before investing. Disappointed with the lack of transparency.

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.

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.

I own a business in minneapolis and after a few months I canceled my class pass partnership and they still continue to send clients to my business. They have no access to my booking …. People just book all day and show up. I have sent them innumerable emails… they never respond. It's mind boggling how horrible class pass is to partner with. A total nightmare and they could singlehanded destroy your business reputation