ClassPass, Inc.

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]

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.
Please note that they DID NOT pay it in October as the picture indicates, but just paid it this week (after I complained to Revdex.com).
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

Hi [redacted],
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class="p1">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

Review: The business unjustly charged me two $15 "Cancellation" Fees without notice to my credit card. After discussion with the customer service team this is due to the nature of their reservation system which does not account for errors when using their mobile application. In essence, as soon as one reservation is selected (either correctly, or by mistake) it will incur a cancellation fee. The app had led me to incorrectly select a location of a certain class I chose and I immediately corrected the mistake within 1 minute. However, I was charged two cancellation fees for these types of errors.Desired Settlement: I would appreciate if the business refunded me the two cancellation fee charges (15x2 = $30) which it charged to my credit card. The fact that their application/business model is poorly designed should not lead me to be charged this. If the company believes in sound business practices, they should create a program whereas changes made to reservations in the first few minutes after selection are not charged. There are many reasons why incorrect selections could be made, and the company needs to be more conscious of this.

Business

Response:

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

Review: I signed up for a free trial and 6 classes, which I cancelled with over 24 in advance and was still charged 6 times in a 48 hour span.Desired Settlement: I'd like these fees refunded ($15x5 +$20=$95) and the overdraft fees that it caused to be reimbursed as well (pending)

Consumer

Response:

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,

Review: I signed up for the wait list and received an email on Thursday, October **, 2015 to purchase the class pass for $99/mo. When I tried to purchase the membership, the price was $119 upon clicking on the email link. I tried a day later again, but it still showed up as $119 rather than the advertised price of $99. I proceeded to contact the business on October ** regarding the advertising issue. The Class Pass representative emailed me back stating that because they have a larger member base they have increased the price. I emailed again to ask if they would honor the price advertised in the email they had sent me only TWO days prior. The representative simply stated she would not honor what the company had sent. This is a classic bait and switch case!Desired Settlement: Complethe purchase of membership as advertised in email sent only TWO days prior to the sudden price increase and advertise/notify clients or change ahead of time the next time.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

Dear [redacted],Thank you for your reply. I apologize for any confusion. On 10/** our price for your city increased to $119. Any customer purchasing ClassPass on 10/** or after was subject to the price of $119/month. Please feel free to look our terms here:[redacted]Our customers are able to sign up at anytime. Unfortunately it looks like you tried to sign up on 11/*/2015 when our price had increased to $119/month. For this reason, we are unable to honor any other price.Best,[redacted]

Review: On 12/**/14, I received an email from ClassPass detailing an offer for a $100 AMEX gift card if you sign up for 3 months of ClassPass. I signed up on 12/**/14, but was not prompted to provide my mailing address so that I could receive the gift card in the mail. I emailed ClassPass about this issue and they said that they would be sending me information about the gift card shortly. They ended up sending me a link to a form, on 1/*/15, where I was finally to fill in my information. I filled out the form on 1/*/15.

I was told on 1/*/15 that in order to receive the $100 gift card promotion, I would have to complete 3 months of ClassPass. On 3/**/15, I had officially been a ClassPass member for 3 months. I reached out to ClassPass on this day and asked them when I could expect the gift card. They responded, on 3/**/15, with:

"Hi [redacted],

Thanks for reaching out, congrats on 3 months of ClassPass membership! I have passed your mailing address along to our fulfillment team. They will have your gift card sent out ASAP.

Best,

Casey"

By 4/*/15, I had not received the gift card, so I emailed ClassPass again. On 4/*/15, I was given the following response:

"Hi [redacted],

Thanks for getting back to us! As [redacted] mentioned, we have passed your information along to fulfillment and your gift card will be sent out very shortly. We appreciate your continued patience as we process your gift card.

All the best,

[redacted]"

I asked them to clarify what "very shortly" meant, on 4/*/15, and still have not heard back from them.Desired Settlement: I would like ClassPass to honor their promotion of a $100 AMEX gift card - and have them ship it to me ASAP. It should not take this long to fulfill the promotion. Also, they have been unclear about the terms and conditions of this promotion from the beginning. The customer service has been sub-par and I would like them to improve this.

Consumer

Response:

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,

Review: Company's privacy policy is misleading to consumers. It says that they "may" share our personal information with other businesses when we make a reservation, but they share it every time we use the service and there is no way to prevent our personal information from being shared.Desired Settlement: I would like their privacy policy updated and the ability to not have my information shared with third-party businesses.

Business

Response:

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

Consumer

Response:

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,

Review: I have two complaints:

1) When I first received notification about ClassPass through a promotional email, it advertised $79/month. I then looked at my credit card statement and I was then charged $99/month. I inquired about the difference and was told it must have been an accident that I received a $69/month promotion and that Chicago (where I live) is $99/month. I have heard from several other people that this also happened to them (as well as I noticed people are complaining on the company's [redacted] page). I believe this is false advertising. I believe they are purposely trying to be deceptive.

2) I was wrongly charged a $20 fee to my credit card and inquired with the company - I was told I would receive a refund. This happened in October. It is now January. I've followed up many times and still have yet to receive my refund. I've also heard from other people that they have experienced the same thing. It seems this is a pattern for them, in my opinion it seems they are taking advantage of people and once again being deceptive.Desired Settlement: I think they need to straighten up their advertising, and also refund money that is due. It is very frustrating.

Business

Response:

Hi [redacted],I am so sorry for any confusion. We have fully refunded the $20 charge. I 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 on. It geolocates to Kansas City because that is the city that is closest to the center of the country and costs $79/month. Unfortunately, this happened when you originally saw the price listed for ClassPass. I apologize for this inconvenience. Our Tech Team is always trying to improve our system so this does not happen in the future.The price for Chicago until December of 2015 was $99/month. It is currently $119/month. We in no way have tried to deceive any customers about the price. Please let me know if you have any additional questions.Best,Emily

Consumer

Response:

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.

Review: I booked a class on their app for December *. Instead, they booked me for a class on November ** (today) that I cannot attend, and they will not cancel it for me - so I'd have to pay $15 to cancel it on my end. I am 100% certain that I booked the class on December *. Their app has a long history of technical errors at noon, as noon as when classes for the following week become available for booking, so there's increased traffic that their app has trouble handling. I need either the class to be canceled for me (and the fee waived), or a refund for the $15, should this not be resolved in time.Desired Settlement: $15 refund or fee waived

Consumer

Response:

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,

Review: I received an email to try classpass for 2 weeks for only $19.00 When I made the purchase, it stated I only purchased a 2 week trial. One day after my two week trial, there was a charge of $119.00 on my card. When I called them, they directed me to voicemail. The only way you can contact customer care is by email. I have not received a reply yet. What makes things worse, when I tried to cancel the account, the first 2 times I tried it would not allow it to process.Desired Settlement: I would like my account to be refunded immediately due to not disclosure saying that I was signing up. It was not the money to invest in. Also, they need to invest in getting a customer service department with people whom customers can talk to. Thank you for letting me voice my concerns.

Business

Response:

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...

Review: I really enjoy the concept of ClassPass. I like the way it allows fitness studios and other companies that promote wellbeing to be accessible for many people at an affordable price (approx. $100/month gives members access to clubs all over the city).

Unfortunately I have experienced a systemic issue with ClassPass unilaterally erroneously charging my credit card a number of times for "missed class" fees at a rate $20. For classes I actually attended (and I have proof of each class with the particular fitness studio). I have written emails to prove my attendance and to express my frustration with Class pass over this happening over & over again. They apologize, say they will reverse the charge (which has only happened after repeated requests- today I had to follow up over a missed class charge that I was told would be refunded on July **. All of the responses I receive are rather superficial (sorry about this!), rather glib, and fail to investigate or remedy the root of the issues, which I have brought to their attention a number of times.

I wish to continue with ClassPass - because I like the fitness studios - but not under these conditions (and I would like someone to investigate whether they are in compliance with consumer protection laws?)Desired Settlement: I would like the following:

- a telephone conversation and permanent contact phone number for ClassPass's head of operations or manager (as it stands, there is no consumer telephone line, just an email address - which adds to the frustration)

- a full refund of the month of July billing as compensation for the lost time it's taken me to deal with this thus far (and I will continue to see further remedies, the more this continues)

- an undertaking that they will not erroneously charge me again without verifying any charges first

Consumer

Response:

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]

Review: they keep charging me for classes they say I am not attending but I am there and attending. Their attendance record is messed up, I am not missing classes, you have no right to charge me for the classes I am attending. This is fraud.Desired Settlement: I want the 2 $20 charges reversed since I attended the classes.

Business

Response:

Hi [redacted],Thanks for reaching out! I am so sorry for an trouble you have experienced. Here is a breakdown of your recent late cancelled and missed classes:10/**nmn/2015- Missed Class at [redacted] on 10/**/2015[REFUNDED] 11/**/2015- Missed Class at [redacted] on 11/**/201512/**/2015- Late Cancellation at Adaptive Fitness Northwest on [redacted]The [redacted] class has been refunded to your account, please allow 5-7 business days for the refund to process. Please let me know if you attended [redacted] so we can adjust your account. Moving forward, 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 – we definitely wouldn’t want you to experience this inconvenience in the future! For more information on our class cancellation policy, check out the article [“What is the class cancellation policy?”]([redacted]) in our [Help Center]([redacted]). If you have any further questions, let us know! Best,Emily

Review: I canceled classpass three days ago before my trial ended and I was still charged for next month.Desired Settlement: I want the charge removed. I canceled my account and should not have been charged for this

Consumer

Response:

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,

Review: I repeatedly asked the company representatives, in writing, to turn off my auto-renew. I clearly and repeatedly explained that I only wanted to be a member for one month. I assumed the matter would be handled, since I clearly did not authorize additional charges on my card. However, they went ahead and charged me $99, knowing full well that the charges were not authorized and I did not want to renew.Desired Settlement: I want a full refund. Immediately.

Business

Response:

Hi [redacted],Thank you for reaching out! I am so sorry for the trouble. I 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 charge. Please allow 5-7 business days for the refund to process. I apologize for any inconvenience. Please let me know if you have any questions.Best,[redacted]

Review: PART ONE: The "FREE" trial

I first saw Class Pass advertising on [redacted] and I was very excited to see the services come to Toronto, ON CANADA. I was contemplating signing up, so I joined its FREE classes for two weeks offer when it became available.

The ad focused on a Limited release of FREE two-week unlimited use ClassPass memberships, but even though I had to enter my credit card information, I was reassured that as long as I cancelled 48 hours before my week ended, nothing would be charged.

HIDDEN CLASS CANCELLATION FEES

I didn't realize there were going to be cancellation charges, especially during a FREE trial period.

I'll admit that I did cancel a few classes, but in my defense half the time I had to cancel because I couldn't find the location before the class started or I couldn't find parking in time.

Later in the first week, about 4 days into the trial, I received an email (only one) letting me know I received a cancellation fee.

Then I re-read the fine print on their website and saw that some classes had cancellation fees. So, I thought I only received one cancellation charge (even though I really didn't realize I would be penalized during a trial period).

I loved the app and the plethora of wonderful classes. However, ultimately I decided it wasn't for me as it was very expensive and my job was too demanding to use the services often and with the potential late-cancellation fees, it was a no-go., But since I had a positive experience with the convenient app and classes I figured I would re-evaluate in the future.

I cancelled my membership through the ClassPass app (iPhone) as no phone number was provided to confirm verbally with a human being.

THE CHARGES:

I didn't just receive one late charge, I received eight of them, some I know I was charged by mistake as I was joining classes and not realizing there was a cancellation charge.

This resulted in $125 of cancellation charges (ranging from $15 to $20 per).

That's a lot of money to pay for classes I didn't even get to take!

AND...to top it all off even though I cancelled, I was still charged $100.57 for the next month. This was not authorized and never should have been billed.

So you can imagine how terribly upsetting it is to find an unexpected bill for $225.57 for a two-weeks of FREE unlimited trial.

PART TWO: Customer Service Experience

I explained my situation to a Customer Service via email and requested a full refund.

NOTE: No phone number has yet to be made available to talk to someone.

Trey Salm of Class Pass responded as follows:

We're happy to process you a refund of $100.57 for your unused cycle though we did not receive any cancellation request from you earlier. I have processed that today and it takes 5-7 business days to post. However we will not be refunding any additional charges as they are outlined in many places: our terms of service, FAQ and multiple places throughout the app and website prior to cancelling class.

My response:

I am very disappointed that you are not refunding the charges during my FREE trial...this was very misleading and has severed any chance of me joining your service.

For your future patrons, I would recommend that you send a very overt note each time a cancellation charge has been made to their credit cards for missing a class. I'm sure many people don't read all of the fine print during a free trial. Also, I cancelled through the Class Pass app, so I guess there must be a glitch there because I did get confirmation that I had successfully cancelled my membership.

I feel scammed by your team and will be telling everyone I know about this experience.

AS IT SITS TODAY:

No response was provided, my credit card was refunded $100.57, however 3 days later they did manage to charge my credit card AGAIN, the next month for $100.57!

I logged into the website to try and find where I could unsubscribe (as I no longer had faith in the app way) and could not find a place to unsubscribe.

I have since reached out to ClassPass again for a full refund, given the ridiculousness of this whole charade.Desired Settlement: Would like to see the exorbitant cancellation fees which amounted to $125 CAD + the unauthorized $100.57 CAD charges reversed on my credit card and I would like my account to be cancelled for good!

Consumer

Response:

At this time, my complaint, ID [redacted] regarding ClassPass Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I have now been struggling since April 2015 to resolve this issue with ClassPass. I signed up for ClassPass through an incentive link on the site that was supposed to be a $100 [redacted] gift card to be delivered when I committed to 3 months of ClassPass. I have contacted ClassPass several times over the course of these months to request that my gift card be delivered.

On April **, 2015, I received this email message: "Thanks for reaching out to us! It looks like you're all set! We will be monitoring the 3 month commitment internally and your gift card will be delivered to you in 3-4 weeks via email."

As I still had not received the gift card 6 weeks later, I contacted again via email on July [redacted], 2015, and received this email message: "[redacted] "Thank you for reaching out! I am so sorry for the delay! I will notified Fulfillment again. We apologize for this delay!!"

I still have not received my gift card.Desired Settlement: I would like the customer service representative and fulfillment team to resolve this issue by delivering my $100 [redacted] giftcard via email as was the expectation per my enrollment for 3 months in ClassPass.

Consumer

Response:

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,

Review: Due to technical issues on the website, I haven't been able to sign up for classes at certain studios. I was told it was being looked into but its been over 2 weeks and there has been no resolution. I was told the issue was fixed but when I went to sign up for classes at those studios ([redacted]), the specific classes aren't listed anymore.Desired Settlement: Please provide me with one month credit since I haven't been able to attend these studios - 3 classes per stusio would be 9 classes that I wasn't able to sign up for.

Business

Response:

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