ClassPass, Inc.

Hi [redacted], Thanks for your message! It appears you signed up with a free trial back in June. ClassPass is a subscription membership and accordingly, your account will auto-renew each month unless you request a cancellation with our team. We're so sorry for any confusion or miscommunication.Not...

to worry though! We've cancelled and refunded your membership and followed-up via email to confirm all these details so you should be all set!Feel free to reach out to [redacted] with any additional questions. Best,Team ClassPass

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]

Hi [redacted], Thank you for reaching out. We appreciate the feedback we receive from our members and take it into consideration. Decisions regarding ClassPass membership are made after careful consideration, and we needed to adjust our rates in order to continue delivering the same variety and...

flexibility in our membership while also creating a sustainable business. However, I do understand how frustrating this may be and I will definitely make a note of your feedback to share with our team. On May [redacted] we let all of our members in the LA/OC area know via email that our pricing and membership options would be changing on June [redacted], but I do apologize if we crossed wires somehow! We were happy to honor your previous price and plan for one month, which is why you didn’t notice the price increase in your past membership charge. At this point, we have migrated all of our members over to the updated membership options. To continue supporting the demand for ClassPass in LA/OC we needed to increase the cost of our Unlimited membership to $175/mo. However, to help you find the plan that best suits your needs in both classes and in cost, we also introduced a new membership option. Our new plan, Core, is $115/mo. and allows you to book 10 classes per month. Other than the 10 class limit, this plan is just like Unlimited - you have access to all the same classes and you can book up to 3 classes with each studio per month. Because the Core membership was a great fit for many members of our community, we set your account to auto-enroll to this option in June if you did not select otherwise in your Account Settings. That is why you were charged $115 for your recent membership month and why you can book up to 10 classes in this month period. If you would like to upgrade to our Unlimited membership or change your membership status in any way, just let me know and I’d be happy to help! For more information about the cost of ClassPass in our different metro areas, check out this article. If you have any further questions, let me know. We greatly appreciate you taking the time to share your feedback with us and we will take it into consideration as we continue to improve ClassPass! Feel free to reach out if you have any further questions or concerns. Best, EmilyTell us why here...

Dear [redacted],   Thank you for reaching out. I am so sorry to hear your class was cancelled. I have fully refunded the charge, please allow 5-7 business days for the refund to process. I have also fully refunded your last month of membership, please allow 5-7 business days for the refund to process. If you are interested in joining ClassPass in the future, we are happy to waive the reactivation fee.    If you have any other questions please feel free to email [redacted].   Best, Emily

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]

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 cancelled the class, but it was not recorded on the business' side.  This is clearly an error on their side, as it has happened previously before (I had a conversation with them last year via email in which they acknowledge the issue and did not charge me a fee for their bug).  I should not be charged their missed class fee because I followed their rules and cancelled their class on time.  It seems like their app is buggy and did not record it.
 
 
 
 
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 am so sorry for any confusion with your account. It looks like you originally signed up for your $19 two week trial on 1/**/2015. You were not charged again until...

2/**/2016 after your trial was completed. Please let me know if you billing records do not match ours. I have emailed you a receipt for both transactions. 
It looks like your account is currently set to cancel at the end of your current cycle. Please let me know if you need assistance with anything else.
Best,
Emily
Tell us why here...

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:

ClassPass does not appropriately vet the studios they are doing business with, and members' information may be shared with an organization that does not follow CAN SPAM law and cannot unsubscribe from unwanted emails. In addition, when email addresses are shared, members are repeatedly signed up for communications from organization they have unsubscribed from in the past. I do not want to keep being re-added to email lists from studios.
 
 
 
 
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 the delay. According to our records, on 7/**/15 we contacted you with the following message: Just writing to confirm that due to an error with our billing service, we erroneously charged your card early. I have refunded your card $99, which...

will post back to your account in 5-10 business days. I apologize if you did not see our message, we in no way have tried to deceive any customers about the trial. Please let me know if you have any additional questions and feel free to email [redacted] Best, Emily

Hi [redacted],Thank you for reaching out. I am so sorry for any confusion with your account. It looks like you originally signed up for your $19 two week trial on 1/**/2015. You were not charged again until 2/**/2016 after your trial was completed. Please let me know if you billing records do not match...

ours. I have emailed you a receipt for both transactions. It looks like your account is currently set to cancel at the end of your current cycle. Please let me know if you need assistance with anything else.Best,EmilyTell us why here...

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]

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]

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font-kerning: none; color: #9e4a2f; -webkit-text-stroke: 0px #9e4a2f} Hi [redacted],   Thank you for reaching out. I am so sorry for the confusion. It has come to our attention that you have used multiple promotions and that is why your accounts were cancelled. Signing up for multiple new user promotional accounts violates our terms of use. Section 5 states: "If we determine that you have violated these Terms or otherwise engaged in illegal or improper use of your membership or the Site, you will not be entitled to any refund and you agree that we will not be responsible to pay any such refund."   If you'd like to come back to ClassPass with the regular priced membership, you can reactivate your account at any time in your account settings. If you have any questions, please email [redacted].   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] 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] 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

Hi [redacted], Thank you for contacting us. We appreciate you letting us know that you did not miss your class at [redacted] on 1/*/16 at 2pm.  I’ve gone ahead and fixed this on our end so your account shows you attended...

the class. You were already refunded for this charge. It’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 mistake. We’re perfecting the technology with our studio partners so this shouldn’t happen again moving forward. Keep an eye out as well for that “I missed class” button when you’re rating a class. The second charge is for a late cancellation at [redacted] on 1/*/16 at 1pm. The only was for a customer to be marked as a late cancel is when the customer cancels the class in their account within the 12 hour time frame prior to the start of class. We would be happy to waive the fee as this was your first late cancellation. 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. The charge has already been refunded.  As one of our associates mentioned in an email on 2/*/16 we are able to offer you a prorated refund of $81. We value each class at $19 and since you took one class and late cancelled a second class that equals $38. The monthly membership in LA is $119/month so the refund equals $81. I have gone ahead and processed this for you, please allow 5-7 business days for the refund to process. Please check your email for the receipts for all three refunds detailed in this email. Please let me know if you have any questions or email [redacted].
Best, Emily

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

Dear [redacted],
Thank you for reaching out! I am so sorry for any inconvenience that you have experienced with your account. Unfortunately, we had a syncing error with [redacted] and [redacted] but fortunately both have been fixed since last Wednesday. Since your newest cycle started on...

the 16th, you are still able to take three classes at each studio. Please email [redacted] if you need helping booking classes.It looks like you were also able to take 26 classes last cycle from [redacted] through [redacted]. Your membership offers you unlimited classes at a variety of studios for $79 per month. We are unable to provide a refund for your last cycle. We are so glad you are able to take advantage of ClassPass almost everyday of your cycle. Here 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 5 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:
[redacted]
Please let me know if you have any questions about this matter. I hope you have a good day.
Best,Emily

There are technical problems with the website.
Sometimes you are unable to select the class even though you are paying for classes that you have not used. There is no customer service. I tried to resolve the issue via email but they I'd not get back to me.
So I'm calling credit card company to cancel package.
Very bad service. I wouldn't recommend using this service.

Dear [redacted],Thank you for reaching out to ClassPass. We apologize for any inconvenience or confusion regarding our services. In regards to your concern about our privacy policy, we only disclose the most necessary information with our partners. Here is a portion of our privacy...

policy:We may disclose your Personally Identifiable Information to other companies or people under any of the following circumstances:
to any applicable venue, studio, instructor, or other service provider for each class or activity that you sign up for on the Site, so it can contact you regarding the activity you reserved and send you other communication that may be of interest say as special offers (you may opt-out of marketing communications directly with the applicable venue).Whenever a reservation is made through ClassPass either via the app or website your personally identifiable information is directly put on our partner’s rosters no matter if it is MindBody, Zingfit, or any other booking service. It does not matter if you attend the class or are only signed up for 5 seconds, your name is immediately added to the studio’s roster. Without providing this information to our partners we would not be able to reserve our customer’s spots in classes.In order for you to receive the best experience at the studio we share the personally identifiable information in case the class is cancelled last minute or the studio has any other important information to communicate to you. We do not disclose any information to studios that you have not signed up for a class. We are not required to disclose your information to anyone but in order to provide the best experience possible we hold the right to disclose the information.
Please let me know if you have any further questions regarding this matter. Best,Emily