ClassPass, Inc.

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,
*** ***

Revdex.com:
In reference to complaint ID ***, ClassPass has just issued a refund of the $ You can close this dispute Thank you!
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:
They only gave me a refund for FebruaryNo refund for March as of today March **,
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hi ***, Thank you for contacting usWe appreciate you letting us know that you did not miss your class at *** *** on 1/*/at 2pm. I’ve gone ahead and fixed this on our end so your account shows you attended the classYou were already refunded for this chargeIt’s helpful to note
that the only way our system will register you as having missed class is because the studio marked you as such, or you selected the “I missed class” button by mistakeWe’re perfecting the technology with our studio partners so this shouldn’t happen again moving forwardKeep an eye out as well for that “I missed class” button when you’re rating a classThe second charge is for a late cancellation at *** *** on 1/*/at 1pmThe only was for a customer to be marked as a late cancel is when the customer cancels the class in their account within the hour time frame prior to the start of classWe would be happy to waive the fee as this was your first late cancellationWhenever one of our members late cancels or misses a class, we still pay the studio for the reservation since it often inhibits others from booking the classDue to our agreements with our partners, this class will still count as one of your credits at the studioThe charge has already been refunded. As one of our associates mentioned in an email on 2/*/we are able to offer you a prorated refund of $We value each class at $and since you took one class and late cancelled a second class that equals $The monthly membership in LA is $119/month so the refund equals $I have gone ahead and processed this for you, please allow 5-business days for the refund to processPlease check your email for the receipts for all three refunds detailed in this emailPlease let me know if you have any questions or email ***.Best, Emily

Hi Diane, Thank you for reaching out. I am so sorry for the inconvenience this caused. Our Tech Team is currently working on a solution, and as compensation we are happy to offer you a free month on ClassPass. I have added the month to your account so once you reactivate from the hold you will...

not be charged. I apologize for any trouble as we should have a fix for this problem shortly. Please feel free to email [redacted] if you have any other questions. Best,Emily

Hi [redacted],Thank you for reaching out. I can confirm that your ClassPass account is fully cancelled. Your recent membership charge of $55 has been fully refunded, please allow 5-7 business days for the refund to process. If you have any other questions, please reach out to...

[redacted]
[redacted]

Dear [redacted]Thank you for reaching out and I'm sorry to hear that you accidentally reserved these classes! We will waive one of the fees. Since 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...

spot. Please allow 5-7 business days for the refund to process.As a friendly reminder, we have a double confirmation reservation system to help cut down on booking mistakes. Please be sure to double-check all reservation details (date, time, studio, etc.) before hitting that second ‘Reserve’ button. I definitely wouldn’t want you to experience this inconvenience again as we are unable to waive fees for booking mistakes moving forward. Best,Emily

Revdex.com:
The business responded directly to me and the matter has been resolved. I am unsure whether the response made by the business was a result of the complaint I logged with the Revdex.com (ID [redacted] or not, but I find that this resolution is satisfactory to me and the matter has...

been resolved.
Sincerely,
[redacted]

Dear [redacted],Thank you for reaching out to ClassPass. I apologize for any confusion with our membership pricing. The current rate for your city is $119/month. Our terms state the following under the billing section:d) Price Changes. We reserve the right to adjust pricing at any time. Unless we...

expressly communicate otherwise, any price changes to your membership will take effect on your next billing cycle upon notice communicated through a posting on the ClassPass website or mobile applicable or such other means as we may deem appropriate from time to time, such as email.The website was updated and reflected the current pricing of $119 as of October [redacted], 2015. Unfortunately we are unable to honor any previous pricing, I apologize for the inconvenience.Please let me know if you have any questions about this matter.Best,Emily

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The issue I raised in my complaint to the Revdex.com has nothing to do with the merits of the dispute between myself and the studio at issue.  The issue raised is the fact that Emily, the representative who had previously communicated with me about the dispute, suddenly and completely stopped responding to my questions.  Moreover, my questions had nothing to do with the merits of the dispute between myself and the studio; my questions were related to ClassPass's own policies and procedures.  Specifically, I asked what the nondiscrimination policy is (i.e. what traits or categories it covers) and what the process is.  Presumably, ClassPass's nondiscrimination policy is not just for show; if a member studio has discriminated against a person, something would have to happen or the nondiscrimination policy would have no teeth.  So I want to know what ClassPass's procedure is in enforcing its purported nondiscrimination policy.  As to Emily's assertion that I rejected her offer to allow me to speak with in-house counsel, I did not do so.  I said: "For now, I would like my aforementioned questions answered, even if by email."  For now.  Then, once Emily completely stopped responding to my emails, I asked her, on two separate occasions, to put me in touch with someone who could answer the questions if she could not.  I'm not sure why counsel would be necessary to answer basic questions about a company's policy, but if ClassPass's stance is such, then the appropriate response (given my prior assertion that, "for now," I don't need to speak with counsel) would have been to again offer to put me in touch with counsel.  Instead, Emily blatantly ignored my communications.  The failure to respond, in itself, is rude and unprofessional; and the failure to provide the requested information is poor customer service. These are the issues on which I based my complaint to the Revdex.com.  Unless and until I receive an apology regarding these issues and a clear statement of ClassPass's purported nondiscrimination policy and process, my complaint has NOT been resolved.   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],Thank you for reaching out. I apologize for any confusion regarding the current rate in Los Angeles. On November [redacted] we emailed all our customers notifying them of the price increase from $99 to $119 per month. I have attached a document confirming the email was sent to your account...

email. We honored all our current customer’s price of $99 for an additional cycle before the increase. You will notice you were honored the $99 rate for your December charge. Please let me know if you have any questions or feel free to email [redacted].Best,Emily

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], 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 for. Classpass is run on an app on your phone. Classpass could have flashed a waiver on the screen when the price increase happened. I should have had to check a box to accept the new charge to make sure I was aware of it. This seems like a switch and bait type of situation. They 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 $119. Maybe they don't think $20 is a lot, but to me it makes a big difference in my budget. I hope you can help. This seems very unethical. They did not go out of their way to ask me to accept the higher rate. They saying charged the higher rate under my radar. If all subscriptions did this, no one would trust subscribing at all. Please help Thanks [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have been in communication with this studio via email and phone on 6/**/2017 regarding any outstanding questions. We value all of our partnerships and the confidentiality of our agreements with them.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; -webkit-text-stroke: #000000; min-height: 14.0px} span.s1 {font-kerning: none} Dear [redacted], I apologize for the trouble...

with your account. It looks like you were about to cancel your account from within your settings. Your account was fully cancelled and you were not charged for another cycle. I have also gone ahead and removed your card from your account. If you have any other questions, please reach out to to our Customer Experience team.  Best,[redacted]

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; -webkit-text-stroke: #000000; min-height: 14.0px} span.s1 {font-kerning: none} Dear [redacted],   I apologize for the confusion. Your past charges can be seen in your account. You can check out the billing page in your Account Settings. As I mentioned before, in our terms it states that all memberships renew unless the account is cancelled. At this time we are unable to refund the previous charges. If you would like to use it as future credit in your account, please let me know.    Best, Emily

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

Hi [redacted],Thank you for reaching out. I apologize for any confusion or trouble. Your account has been fully cancelled and refunded all charges, as a one time curtesy, since you have not taken a class. Please allow 5-7 business days for the refund to process. Please feel free to email...

[redacted] with any other questions. Best,Emily

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am rejecting this offer as: one the credits have not been put back on my account as of yet, two no one ever contacted me from Class Pass as you can see from my entire Class Pass email history below, and third here is the email from the studio canceling the class.
       
[redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Sorry for any trouble here! ClassPass memberships renew each month unless you confirm with our team that your account is cancelled. Since you had signed up with a 1 month trial, your account auto-renewed into the full membership. It seems that our team did not get a confirmation response 24 hours...

before your cycle renewed which is why you were charged for the renewal.  We responded to your original email on 7/**/17 and have issued refunds for your unused membership fees and cancelled your membership immediately. Refunds arrive in 5-7 business days depending on your bank/carrier and you won't be charged again moving forward. Please reach out at [redacted] if you have any other questions or there is anything else that we can help with.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; -webkit-text-stroke: #000000; min-height: 14.0px} span.s1 {font-kerning: none} Dear [redacted],   I am so sorry for the trouble...

with your account. It looks like on Sunday, 3/**, one of our agents was able to assist you with this. You are now on hold and the refund should process in 5-7 business days. If you have any additional questions, please reach out to our Customer Experience team.   Best, Emily