ClassPass, Inc.

Hi [redacted], p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} span.s2 {text-decoration: underline ; font-kerning: none; color: #9e4a2f; -webkit-text-stroke: 0px #9e4a2f} Thank you for reaching out. I am so sorry for the...

confusion. It looks like one of my colleagues assisted you through emailing [redacted]. You were credited two extra classes and an additional three classes to compensate for the inconvenience. Please allow 5-7 business days for the refund to process of $40. Please feel free to email [redacted] with any other questions.Best,Emily

Hi [redacted], Thanks for reaching out! I'm happy to explain this charge to you. Our records show that you requested a hold membership beginning with your billing cycle on 1/*/16. In your city, hold membership originally cost $19/mo. but was lowered to $12 and eventually to $10 and allows you...

to take 1 class during the month cycle. I am happy to offer you the $242 as future credit towards your account since you did not take any classes. if you are interested in this, please let me know.  To view this charge as well as the rest of your charge history, you can check out the billing page in your Account Settings here.  Please let me know if you have any questions. All the 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]

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} Hi [redacted] So sorry for the confusion here! We sent an email in November to all of our Unlimited members about the discontinuation of this plan. To make the transition...

as easy as possible, we automatically enrolled all Unlimited members on our 10-class Core plan, and gave them 10 bonus classes/mo. for their first 3 months on Core. That meant that instead of getting 10 classes per month, former Unlimited members got 20 classes per month for their first 3 months. With your cycle beginning on 3/**, you no longer had the 10 bonus classes and your membership switched to our Core (10-class) membership. Best, Emily

Hi [redacted], I apologize for any confusion surrounding your contract with ClassPass. [redacted] partnership with ClassPass will be terminated at the end of the 90 day notice stated in your contract. Additionally, our Partner Terms and Conditions states the following: TERM AND...

TERMINATION. This Agreement will have an initial term of one year and will automatically renew for additional one-year terms until such time as this Agreement is terminated. Partner may terminate this Agreement for any reason upon 90 days advance notice. Please contact your Account Manager if you have any other questions about our partnership.  Best, [redacted]

Hi [redacted],  I'm sorry for any confusion here! ClassPass memberships renew each month unless you cancel from your Account Settings. It 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. I am happy to...

offer you future credit for all your unused time on our platform as compensation for any confusion. Unfortunately we are not able to refund ClassPass memberships retroactively. Our refund policy is stated in our Help Center here as well as in our Terms of Use. You can of course cancel your membership in your Account Settings to make sure that you are not renewed for another month of use. Cancellations can be made at any time and will be processed for your next upcoming cycle as long as the request is made 24 hours before the cycle begins.Please let me know if you have any other questions or there is anything else that I can help with.Best,Emily

Hi [redacted], Thanks so much for sharing your valuable feeback. We're truly sorry for the trouble here. So you're aware, 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 mistake. That being...

said, we are sorry that this process has let you down and will do our very best to improve this process moving forward. We've followed up with you via email to see if there any other reservations you need assistance with today. Our apologies again for the inconvenience.  The ClassPass Team

Dear [redacted], I apologize for any confusion. Sometimes you’ll notice a pop up that says “Want to bring a friend for free?” If you miss the pop up, no worries. So long as there are spots left, a “Bring a Friend” button can be found next to your class reservation in your upcoming classes...

list. In order to book the spot, your friend needs to create a membership. Once your friend creates a membership with the unique link, they can book the spot in class. This will also give your friend a free 3 class 2- week trial that will automatically transition to our regular 5 class Base plan that he or she can cancel at anytime. ClassPass memberships automatically renew each cycle unless you request a cancellation through one of our agents on chat or email, but I apologize for any inconvenience. I am happy to make a one time exception and refund the payments. Your account has already been cancelled, please allow 5-7 business days for the refunds to process.  All my 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'm not sure what they're talking about multiple accounts etc. I request that my money be refunded as they seem to be scamming people. Even know they've been trying to charge my credit card. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The ClassPass team has been working with [redacted] over several weeks and correspondences about her complaint regarding her experience at a fitness studio, through our email server, [redacted] and with the studio through our Account Manager.    We have communicated to [redacted] numerous times,...

and strongly stand behind the position, that ClassPass is a firmly anti-discrimination company and does not condone discrimination of any kind.    We take consumer complaints very seriously and want consumers to have the best experiences possible. As a platform, ClassPass does not control or operate the studios, their instructors or classes. [redacted]’s experience occurred during and in connection with a class, and therefore ClassPass is not in a position to determine specifically what occurred. As such, we encouraged her to continue working through her experience with the studio directly, as they are in the best position to enforce their own policies and procedures. We also engaged in a number of discussions with the studio to discuss the complaint, make sure they understand how important this matter is and communicate that we expect they will work through this with [redacted].  Additionally, we offered to set up a call between [redacted] and ClassPass's general counsel to answer any additional questions and listen to any feedback [redacted] had. She was not interested in setting up a phone call.   While ClassPass wants customers to only have positive experiences on our platform, at this time we believe we have provided all possible information and options to [redacted] and would like to consider this matter closed.    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:

[Your Answer Here]
 I was never notified of any of these charges either via email, or paper mail.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

The class I purchased on Tuesday at [redacted] was canceled by the studio. They however failed to notify class pass ( AGAIN)of the cancellation and although I emailed them  right away about the concern, it was two days later before I received a reply. That being said, I had to cancel the class on...

my end so that I could sign up for another class being offered during that time frame. In addition, since they failed to respond in a timely manner,  and recredit that canceled class, I then had to 'purchase' it on my own so that I could attend the third class (as per ClassPass policy) before my cycle was to renew. Instead of voiding the purchase and honoring it with the owed credit, they charged be for the purchased class and then added a credited class to my account. The biggest issue other than the charge itself was that the class they then credited to me had to be used within 24 hours or it was to be forfeited due to the renewal of my cycle which would have ended on 6/*. The class was credited on 6/*.

Hi [redacted], Thanks for your reply. We've responded to your email and have waived the fee. Moving forward, be sure to make all cancellations directly through the ClassPass app or website. Studios are not able to update your reservation status prior to class. All the best,The ClassPass Team

Hi [redacted] I am so sorry for any confusion about our cancellation policy. The article you are referring to is for our late cancellation and missed class policy for the Base plan. The Base plan is for five classes total per month. You are currently on the Unlimited plan. The Unlimited plan charges $20...

for missing a class and $15 for classes cancelled within 12 hours of the start of class. Here are the two articles that outline the differences in the cancellation policies: [redacted]
[redacted] I'm happy to waive the fee for you as a one time courtesy for your most recent missed class on 5/*/2016. Whenever 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 class. Due to our agreements with our partners, this class will still count as one of your credits at the studio- but you will not be charged the fee this time!  If possible, it’s always best to cancel a class on the ClassPass app or website even if you are canceling late. When you cancel a class through ClassPass, the studio is alerted that you won’t be able to make it so that they can better prepare for class. That’s why we charge a bit less for late canceling than for missing a class entirely. For more information, check out the article“What is the Unlimited membership class cancellation policy?” in our Help Center. If you have any further questions, let us know! All the 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]

In my opinion, ClassPass used deceptive (or incompetent) marketing to attract customers to build their business. Shortly after joining ClassPass at $99/month for an unlimited membership in the New York City Metro area, they increased the same membership to $125/month. While I'm not arguing with the value that ClassPass brings to its customers, I am arguing that a 25% rate increase in one shot with 30-60 days notice to consumers is a bit drastic, particularly for the same service offered prior. But it gets better, ClassPass most recently informed their customers that if they wish to retain their unlimited membership, the cost will now be $190/month. Since joining, that is a 91% increase in about a 12 month span. If this industry were regulated, I'm not sure that would even be legal. While they could argue that they have provided more studio and class options - what value is that really bringing to each individual customer who is likely bound to certain neighborhoods or class types? (Hint: not 91%) Again, not arguing the value that ClassPass offers and maybe $190/month is the right price - but how deceptive and incompetent of them to start off at $99/month in the New York Metro area when everybody knows individual classes at studios start around $30-$35/class. It's too bad, as I truly enjoyed the variety of classes I was able to take - but like all good things, it must come to an end. If you are considering joining ClassPass, I would reconsider - based upon my track record with them, increases are eminent and who knows how much they'll be charging next year at this time. You're much safer with an Equinox or other high end facility whose prices remain relatively constant, offer high quality facilities, classes, and amenities, and don't require you to travel around the city chasing studios you want to get into. Sorry ClassPass, I was your biggest supporter, but you really let me down.

Hi [redacted],Thank you for reaching out. I am so sorry for the trouble. It looks like on 10/*/2016 we processed a refund for this charge. I apologize for any inconvenience or confusion surrounding this charge. You can always reach out to [redacted] with any 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:

This is a classic bait and switch case. You did not even give me ONE day to accept the offer of $99/mo. It is false advertisement when your emails state $99 and once I click the link the amount has changed.
 
 
 
Sincerely,
[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} span.s2 {text-decoration: underline ;...

font-kerning: none; color: #9e4a2f; -webkit-text-stroke: 0px #9e4a2f} Hi [redacted],    I'm sorry for any confusion here! ClassPass memberships renew each month unless you cancel from your Account Settings. It 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. I am happy to offer you future credit for all your unused time on our platform as compensation for any confusion.  Unfortunately we are not able to refund ClassPass memberships retroactively. Our refund policy is stated in our Help Center here as well as in our Terms of Use.  You can of course cancel your membership in your Account Settings to make sure that you are not renewed for another month of use. Cancellations can be made at any time and will be processed for your next upcoming cycle as long as the request is made 24 hours before the cycle begins. Please let me know if you have any other questions or there is anything else that I can help with.Best,Emily