ClassPass, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Since you have cancelled, over and over I see classpass attempting to charge my cardPlease stop doing that
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Good afternoon.Class Pass has not resolved the issue instead they gave me an auto response, the same copy and past email I was sent before.I was never notified by Class Pass about the changes to my membership in pricing and number of classesI am very dissatisfied with this response.I do not want to pay my old membership rate of for classes/month when I was getting unlimited class/monthClass Pass already was strict by only letting members attend classes/studio/monthClass Pass went from being to sign up for unlimited classes a week to just at a time! Class Pass has been extremely inconsistent the entire time.I want my original membership prices with the amount of classes I originally hadThat's 99.00/month for unlimited classes, the flex membership! I had access to every state and city, with unlimited classes for a monthClass Pass increased my rate to and then to 175.00! This is not how a business should be run. I want what I initially signed up for without all the surprises. Rachel
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
Rachel Cunico

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Thanks for sharing this feedback ***! ClassPass is a subscription and will renew each month unless you request to cancel. It seems that our team did not receive a cancellation request from you before your cycle automatically renewed which is why you were charged for the renewal but I apologize
for any inconvenience. We’re happy to make an exception hereI have processed the cancellation on your account for you effective immediately and refunded the unused monthly charges, which should post in 5-business days if not sooner. As a friendly reminder for the future, ClassPass memberships renew each month unless you cancel from your AccountLet us know if you're interested in trying us out again and we'd be happy to help out!***

Hi ***, I am so sorry for the trouble
with your accountIt looks like while you did email to cancel, it was not a confirmation of cancellationI have gone ahead and cancelled and refunded your account for the last two cycles, please allow 5-business days for the refund to processPlease note, that all memberships require a cancellation confirmation going forward Best, Emily

Dear ***
Thank you for reaching out and I'm sorry to hear that you accidentally reserved these classes! We will waive one of the feesSince all reservations are placed on the studio’s roster instantly, we are unable to provide the class credit back because we’re still paying the studio
for your spotPlease allow 5-business days for the refund to process.As a friendly reminder, we have a double confirmation reservation system to help cut down on booking mistakesPlease be sure to double-check all reservation details (date, time, studio, etc.) before hitting that second ‘Reserve’ buttonI definitely wouldn’t want you to experience this inconvenience again as we are unable to waive fees for booking mistakes moving forward. Best,Emily

Dear ***,Thank you for reaching out! I am so sorry for any inconvenience that you have experienced with your accountUnfortunately, we had a syncing error with *** *** and *** *** but fortunately both have been fixed since last WednesdaySince your newest cycle started on the 16th,
you are still able to take three classes at each studioPlease email *** if you need helping booking classes.It looks like you were also able to take classes last cycle from *** through ***Your membership offers you unlimited classes at a variety of studios for $per monthWe are unable to provide a refund for your last cycleWe are so glad you are able to take advantage of ClassPass almost everyday of your cycleHere is more information about our refund policy located in our terms:c) Refunds. Generally, our fees (including the monthly fee for your membership and any other fees) are nonrefundable, except that we will provide a refund to members for their current prepaid period in the following circumstances: (i) if you are canceling your subscription and request a refund within days of your initial purchase or (ii) if your subscription is cancelled prior to the end of a period for which you have incurred a charge, due to your relocation, disability or death; provided, however, in each case we reserve the right to charge a fee to cover the cost of any class or other services you may have used prior to your cancellation, to the extent permitted by law (such class fee charges not to exceed the cost of the subscription itself) (fees we currently charge can be found here)Any additional discounts or refunds that we may choose to provide are in our sole discretion and do not entitle you to any future discounts or refunds in the future for similar instances.If you have any other questions about our terms, you can use this link:***Please let me know if you have any questions about this matterI hope you have a good day.Best,Emily

Hi ***, Thank you for reaching outI apologize for the confusion regarding your purchased classes this cycleYour current cycle with our class Core membership began on 1/**/In addition to the Core plan, it looks like you purchased two three class apacks, one on 2/** and one
on 2/**, giving you a total of classes to take from 1/** through 2/**Here are the classes you have booked so far: *** You are still able to book one more class this cyclePlease let me know if you have any other questions. Best,Emily

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Hi ***,
I am so sorry
for any confusionWe have fully refunded the $chargeI have attached a screenshot and emailed you a personal receipt for your records. Our geolocating service will default to Kansas City if it cannot locate the IP address of the computer our customers are signing up onIt geolocates to Kansas City because that is the city that is closest to the center of the country and costs $79/monthUnfortunately, this happened when you originally saw the price listed for ClassPassI apologize for this inconvenienceOur Tech Team is always trying to improve our system so this does not happen in the futureThe price for Chicago until December of was $99/monthIt is currently $119/monthWe in no way have tried to deceive any customers about the pricePlease let me know if you have any additional questionsBest,
Emily

Dear ***,Thank you for your replyI apologize for any confusionOn 10/** our price for your city increased to $Any customer purchasing ClassPass on 10/** or after was subject to the price of $119/monthPlease feel free to look our terms here:***Our customers are able to sign up at anytimeUnfortunately it looks like you tried to sign up on 11/*/when our price had increased to $119/monthFor this reason, we are unable to honor any other price.Best,***

Revdex.com:At this time, my complaint, ID *** regarding ClassPass Inchas been resolved
(By clicking "OK", your complaint will be closed as
Resolved.)
Sincerely,
*** ***

Hi ***, Thank you for reaching outI apologize for any frustration you have experiencedClassPass receives varied amounts of inventory from each of our studio partners, and certain classes tend to book up more
quickly. The noon booking window is the most popular time for our members to book classes, and as a result of that, often times there is less inventory than there is demandThat being said, certain classes do tend to open up at times outside of this window due to the fluid nature of the platform and members canceling and booking spots ClassPass never guarantees spots in specific classes or studios, and the intention of the platform is to enable discovery and varietyWe realize this can be an inconvenience to users with preferences for specific studios, and we are always looking for ways to improve the user experience. We'd be happy to refund this month of service if ClassPass has not met the perceived expectations Here is a link to our help center that also outlines our booking window: *** Best, EmilyTell us why here

Hi ***,Thank you for reaching out! I am so sorry for the troubleI looked at your past conversations with out Customer Experience team, and it looks like your account has been fully cancelled and you have been refunded the chargePlease allow 5-business days for the refund to processI
apologize for any inconveniencePlease let me know if you have any questions.Best,***

Hi ***,Thanks for reaching out and I'm sorry for any confusion here! ClassPass memberships renew each month unless you cancel from your Account SettingsIt seems that our system did not process a cancellation request from you before your cycle renewed which is why you were charged for the
renewal.No worries though! I have processed the cancellation on your account for you effective immediatelyAs you had been billed for the new month of membership, I have since refunded the charge, which should post in 5-business days if not sooner:)Don't be a stranger! If you are interested in reactivating in the future, just reach out and we'd be happy to help. All the best,Emily

Revdex.com:At this time, I have not been contacted by ClassPass, Inc. regarding complaint ID ***.Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I do not think an email suffices as an agreement to accept a different charge than what I signed up forClasspass is run on an app on your phoneClasspass could have flashed a waiver on the screen when the price increase happenedI should have had to check a box to accept the new charge to make sure I was aware of itThis seems like a switch and bait type of situationThey advertised the rate for $99, then shortly after switched it without my knowledge (only in an email that was sent to my junk mail box) to $
Maybe they don't think $is a lot, but to me it makes a big difference in my budget
I hope you can helpThis seems very unethicalThey did not go out of their way to ask me to accept the higher rateThey saying charged the higher rate under my radarIf all subscriptions did this, no one would trust subscribing at all
Please help
Thanks
***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Thanks for your feedback and I'm so sorry for the trouble you had with your gift! ClassPass is a subscription membership and accordingly, your account will auto-renew each monthWe've followed up with you via email so you should be all set nowOur apologies again for any frustration you
experienced and we hope you'll try us out again in the future! Feel free to reach out at *** if you have any additional questions

Hi ***, I'm so sorry to hear of this! We would of course communicate any schedule changes to you as soon as we were aware, and we sincerely apologize that was not the case hereIt looks like you communicated with one of our Customer Experience Associates on 5/** who was happy to help youIn
order to better understand the situation they asked you for the email you received about the cancelled classI will reach out to our account manager for the studio to see where the disconnect occurred with your reservation so we can make sure it does not happen againIn the meantime, I've added the class credit back to your account so you may book with the studio another time and made sure that you won't be charged for the class! Best, Emily