Hi [redacted] I am so sorry for any confusion about our cancellation policyThe article you are referring to is for our late cancellation and missed class policy for the Base planThe Base plan is for five classes total per monthYou are currently on the Unlimited planThe Unlimited plan charges $ for missing a class and $for classes cancelled within hours of the start of classHere 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/*/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 classDue 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 lateWhen 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 classThat’s why we charge a bit less for late canceling than for missing a class entirelyFor more information, check out the article“What is the Unlimited membership class cancellation policy?” in our Help CenterIf you have any further questions, let us know! All the best, Emily
Hi [redacted] , Thanks for your message! It appears you signed up with a free trial back in JuneClassPass is a subscription membership and accordingly, your account will auto-renew each month unless you request a cancellation with our teamWe're so sorry for any confusion or miscommunication.Not to worry though! We've cancelled and refunded your membership and followvia email to confirm all these details so you should be all set!Feel free to reach out to [redacted] with any additional questionsBest,Team ClassPass
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 possibleAs 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 occurredAs 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 proceduresWe 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] hadShe 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 find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
Hi [redacted] , Thank you for contacting usWe appreciate you letting us know that you did not miss your class at [redacted] on 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 [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 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 budgetI 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 allPlease help Thanks [redacted] 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 resolvedPlease 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] ***
Dear [redacted] , I apologize for the confusionYour past charges can be seen in your accountYou can check out the billing page in your Account SettingsAs I mentioned before, in our terms it states that all memberships renew unless the account is cancelledAt this time we are unable to refund the previous chargesIf you would like to use it as future credit in your account, please let me know Best, Emily
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] , Thank you for reaching outI apologize for any confusion or troubleYour account has been fully cancelled and refunded all charges, as a one time curtesy, since you have not taken a classPlease allow 5-business days for the refund to processPlease feel free to email [redacted] with any other questions Best, Emily
Hi ***, Thank you for reaching outI am so sorry for the confusionIt has come to our attention that you have used multiple promotions and that is why your accounts were cancelledSigning up for multiple new user promotional accounts violates our terms of useSection 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 settingsIf you have any questions, please email [redacted] Best, Emily
Hi [redacted] , Thank you for reaching outI apologize for any confusion regarding the current rate in Los AngelesOn November [redacted] we emailed all our customers notifying them of the price increase from $to $per monthI have attached a document confirming the email was sent to your account emailWe honored all our current customer’s price of $for an additional cycle before the increaseYou will notice you were honored the $rate for your December chargePlease let me know if you have any questions or feel free to email [redacted] Best, Emily
The class I purchased on Tuesday at [redacted] was canceled by the studioThey 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 replyThat 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 frameIn 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 renewInstead 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 accountThe biggest issue other than the charge itself was that the class they then credited to me had to be used within 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/*
We have been in communication with this studio via email and phone on regarding any outstanding questionsWe value all of our partnerships and the confidentiality of our agreements with them
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.ewhat 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 serviceThese 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 outI apologize for the delayAccording to our records, on 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 earlyI have refunded your card $99, which will post back to your account in 5-business daysI apologize if you did not see our message, we in no way have tried to deceive any customers about the trialPlease let me know if you have any additional questions and feel free to email [redacted] Best, Emily
Hi [redacted] I am so sorry for any confusion about our cancellation policyThe article you are referring to is for our late cancellation and missed class policy for the Base planThe Base plan is for five classes total per monthYou are currently on the Unlimited planThe Unlimited plan charges $for missing a class and $for classes cancelled within hours of the start of classHere 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/*/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 classDue 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 lateWhen 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 classThat’s why we charge a bit less for late canceling than for missing a class entirelyFor more information, check out the article“What is the Unlimited membership class cancellation policy?” in our Help CenterIf you have any further questions, let us know! All the best, Emily
Dear [redacted] , I apologize for the trouble with your accountIt looks like you were about to cancel your account from within your settingsYour account was fully cancelled and you were not charged for another cycleI have also gone ahead and removed your card from your accountIf you have any other questions, please reach out to to our Customer Experience team Best,***
I feel really deceived by ClassPass. During the trial, my classes were about 3-4 credits each. Ok, not bad. I decided to try 40 credits. Suddenly, classes are costing 6 credits and 10 credits. WHAT? WHERE IS THE CREDIT "PRICE" increase advertised?
There is a BIG difference between believing you are going to receive about 10 classes versus 4 classes.
I asked Arnold from customer service about this and he ignored my question and closed the chat. BAD CLASSPASS, BAD.
Hi [redacted] I am so sorry for any confusion about our cancellation policyThe article you are referring to is for our late cancellation and missed class policy for the Base planThe Base plan is for five classes total per monthYou are currently on the Unlimited planThe Unlimited plan charges $ for missing a class and $for classes cancelled within hours of the start of classHere 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/*/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 classDue 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 lateWhen 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 classThat’s why we charge a bit less for late canceling than for missing a class entirelyFor more information, check out the article“What is the Unlimited membership class cancellation policy?” in our Help CenterIf you have any further questions, let us know! All the best, Emily
Hi [redacted] , Thanks for your message! It appears you signed up with a free trial back in JuneClassPass is a subscription membership and accordingly, your account will auto-renew each month unless you request a cancellation with our teamWe're so sorry for any confusion or miscommunication.Not to worry though! We've cancelled and refunded your membership and followvia email to confirm all these details so you should be all set!Feel free to reach out to [redacted] with any additional questionsBest,Team ClassPass
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 possibleAs 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 occurredAs 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 proceduresWe 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] hadShe 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 find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
Hi [redacted] , Thank you for contacting usWe appreciate you letting us know that you did not miss your class at [redacted] on 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 [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 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 budgetI 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 allPlease help Thanks [redacted] 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 resolvedPlease 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] ***
Dear [redacted] , I apologize for the confusionYour past charges can be seen in your accountYou can check out the billing page in your Account SettingsAs I mentioned before, in our terms it states that all memberships renew unless the account is cancelledAt this time we are unable to refund the previous chargesIf you would like to use it as future credit in your account, please let me know Best, Emily
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] , Thank you for reaching outI apologize for any confusion or troubleYour account has been fully cancelled and refunded all charges, as a one time curtesy, since you have not taken a classPlease allow 5-business days for the refund to processPlease feel free to email [redacted] with any other questions Best, Emily
Hi ***, Thank you for reaching outI am so sorry for the confusionIt has come to our attention that you have used multiple promotions and that is why your accounts were cancelledSigning up for multiple new user promotional accounts violates our terms of useSection 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 settingsIf you have any questions, please email [redacted] Best, Emily
Hi [redacted] , Thank you for reaching outI apologize for any confusion regarding the current rate in Los AngelesOn November [redacted] we emailed all our customers notifying them of the price increase from $to $per monthI have attached a document confirming the email was sent to your account emailWe honored all our current customer’s price of $for an additional cycle before the increaseYou will notice you were honored the $rate for your December chargePlease let me know if you have any questions or feel free to email [redacted] Best, Emily
The class I purchased on Tuesday at [redacted] was canceled by the studioThey 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 replyThat 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 frameIn 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 renewInstead 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 accountThe biggest issue other than the charge itself was that the class they then credited to me had to be used within 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/*
We have been in communication with this studio via email and phone on regarding any outstanding questionsWe value all of our partnerships and the confidentiality of our agreements with them
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.ewhat 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 serviceThese 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 outI apologize for the delayAccording to our records, on 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 earlyI have refunded your card $99, which will post back to your account in 5-business daysI apologize if you did not see our message, we in no way have tried to deceive any customers about the trialPlease let me know if you have any additional questions and feel free to email [redacted] Best, Emily
Hi [redacted] I am so sorry for any confusion about our cancellation policyThe article you are referring to is for our late cancellation and missed class policy for the Base planThe Base plan is for five classes total per monthYou are currently on the Unlimited planThe Unlimited plan charges $for missing a class and $for classes cancelled within hours of the start of classHere 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/*/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 classDue 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 lateWhen 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 classThat’s why we charge a bit less for late canceling than for missing a class entirelyFor more information, check out the article“What is the Unlimited membership class cancellation policy?” in our Help CenterIf you have any further questions, let us know! All the best, Emily
Dear [redacted] , I apologize for the trouble with your accountIt looks like you were about to cancel your account from within your settingsYour account was fully cancelled and you were not charged for another cycleI have also gone ahead and removed your card from your accountIf you have any other questions, please reach out to to our Customer Experience team Best,***
I feel really deceived by ClassPass. During the trial, my classes were about 3-4 credits each. Ok, not bad. I decided to try 40 credits. Suddenly, classes are costing 6 credits and 10 credits. WHAT? WHERE IS THE CREDIT "PRICE" increase advertised?
There is a BIG difference between believing you are going to receive about 10 classes versus 4 classes.
I asked Arnold from customer service about this and he ignored my question and closed the chat. BAD CLASSPASS, BAD.