Chelsea C.

I love ClassPass, but each time they add updates it seems to decrease the value for subscribers. I have been a subscriber paying $115/mo in Chicago for about 2 years AND I subscribe to the new ClassPass Live. Their recent update 3/2018 changed the credits rollover policy from up to 70 credits/mo to just 10 credits/mo. Not long after (4/2018), credit rates for Chicago classes also increased about 2 credits/class. Not only was the update poorly communicated (the email did not specify when the changes would take effect and their online policy change was updated over 6 weeks after the change took place), but I had previously been a "beta" user testing out app updates, and wasn't told whether or not the change would affect me. 2 months after the changes took place, I realized I had lost a total of 60 credits (roughly $100). I explained the confusion to a customer service person, who credited me 25 credits. Better than nothing... but - at what point should they consider the satisfaction of a loyal customer over the value of those extra 35 credits they refused to credit me? Them refusing to give me back the additional 35 credits may have cost them a monthly subscription.