Shocking customer service.
Booked a class and when I turned up the studio told me it wasn't on and that class pass had tried to contact me.
No they didn't. They lied. They don't even have a phone system.
When I went into customer service, no apology. Nothing.
Review by MzzAmy1 month ago
Not a good experience.
They charging for classes, memberships, cancellations and whatever else.
There is no clarity to the way they charge and they self authorize themselves to pull up money off your pocket.
Review by Vijender Parfentieva1 month ago
Two stars only because it did what it advertised, I was able to sign up for a variety of classes.
I cancelled months ago, which they make nearly impossible. You have to speak to a chat rep to cancel, which after then passing me to stay three times I was able to do.
Then three months later a check my bank account to see they never cancelled the account. I work for a subscription service, mistakes happen, you get busy and forget to finalize the cancellation.
But when I chat back in to make sure I was cancelled they said I couldn't get a refund, only a credit. After telling them I had already cancelled they agreed to refund after only one other attempt to credit.
Very poor experience.
Review by RosieMNunez1 month ago
This company is exploitative. They are interested in taking your money and nothing else. I have wasted hours of my time with classpass. Its not worth it. Customer service is abysmal, no ownership of bugs in the system, no apology or compensation for your wasted time. I've attended classes that were posted at the wrong address, been charged for missing a class I attended, and, simply put, wasted a lot of my own time and energy at no expense to classpass. It took me an hour, two customer service reps and a visit to my credit card statement just to cancel my account.
Honestly, just look at the responses under these one star reviews. They care about their branding & response rate, not the customer. All these people aren't "confused", there is an intentional lack of transparency and accessibility. I get it, it's a way to make fast money and they assume that most people will not do the work to get their $20 back. I'm not one of those people, and neither are you because you're reasonable and won't sign up for an account in the first place! They're not sorry that they're difficult to deal with. It's literally the business model. It won't work for long.
Review by Harks1 month ago
I've been trying to reactivate my account for the past 10 days. I.e. give classpass my money! But I can't. The site won't let me switch to the country I've moved to, so I can reactivate.
A bit annoying. But what makes classpass 1 star is the customer service. I've had 8 days of back and forth about this issue, each time being sent a different macro response (canned reply, i.e. a generic template the agent can paste into the email with little or no effort).
I reached out about another issue before and had the same experience. It's very frustrating. I don't think classpass customer service reps even read emails, they seem to just skim them and send whatever canned response loosely fits.
Having worked in customer service for about 8 years, I can see exactly what they're up to, and find it incredibly lazy and shows the company give zero care for their customers.
Review by Ildegez1 month ago
I was always using other fitness apps, but i always had problems with the bookings. Finally i found the best Fitness App. Easier to book and to search for my favorite classes.
I also need to say, they have the best studios in all the cities!!
Review by Osakioduwa1 month ago
- I tried to cancel my subscription, but since I never received a “confirmation,” I was continually billed. In other words, you can’t cancel without speaking to a rep.
- I was told I’d received credit for the monthly fees, or I could just quit and not receive anything.
- I want to cancel because you can’t book same-day classes. There always seems to be “an error while booking”
- The app is always under error like this, and then when you decide to give it another try, you’re greeted with a message asking you to rate the class the app wouldn’t let you book in the first place.
Review by Lerich1 month ago
**This company advertises a FREE TRIAL and automatically signs you up**
When you apply for this so called FREE TRIAL you have to give your card details but what isn't clear is that you are actually signing up for FULL MEMBERSHIP and after the 2 WEEK FREE TRIAL is finished your account is automatically debited without recieving any correspondance from CLASSPASS on whether you wanted to continue or not (let alone asking how your experience was if you even used their services).
I have contacted their 'customer service' and have found that they aren't interetsed in following up with people that they inadvertantley take money from and they are refusing to give me my money back (nearly £200) for a service that i wasn't even aware i was paying for let alone have used.
I am completely shocked and disgusted and will be telling anyone i know that CLASSPASS aren't about providing a service to the people but instead taking their money and then refusing to give it back.
** So CLASSPASS have just responded to my review but are yet to respond to my emails! Think you need to ‘reach out’ to me and respond to my emails.
Review by Ahw Menyweather1 month ago
They have a terrible cancellation policy. It is difficult (you have to click through three different "please stay" offers, and then have to wait ten minutes to chat with an agent before you can cancel.
I was still charged $60 dollars for a months worth of credits I can't use. Terrible company, do not use their product.
Review by Jelzarbek1 month ago
I debated writing this review, but I don't want people to experience the same thing I've been going through. I live in El Paso, TX, but travel to San Antonio, TX often. I thought classpass was a great idea. I can try different gyms and workouts in El Paso and San Antonio, but that wasn't the case. I've had so many problems with Classpass. I've contacted them numerous times about these issues and they gave me back credits and extra credits, but the problems are still not resolved. They have gyms listed that say they are no longer affiliated with classpass. There are old locations listed as current locations, I booked a class, drove there and it's no longer there. Gold's Gym will no longer let me attend because they say they are not part of classpass anymore, even though classpass has them active. A boxing gym apologized because they don't have a 5:45pm class on Fridays, but classpass says they do. I'm currently in San Antonio so I thought I wouldn't experience the same problems here. Unfortunately, that was not the case. I signed up for a class today and went to the gym and they told me they did not have a 9:00am class. Once again, I'm up early, excited to work out only to be let down again and have my credits wasted on a class I never took. I took it upon myself to call the studios that I signed up for this week to make sure they had classes at the times I signed up for. One studio said I was not showing up registered even though my classpass said I was. The owner of that gym told me to cancel the classpass to get my credits back and she would give me a free class. A while ago the owner of the gym I went to this morning felt bad that I was experiencing these problems with classpass and offered me a free one on one training session. She told me this has happened before and she has had the same problems with classpass. With that said I will be canceling classpass.
Review by JennyV Prasomsab1 month ago
TERRIBLE - Extremely bad service - YOU WILL GET LOCKED IN INTO A MONTHLY DIRECT DEBIT - AVOID AVOID AVOID !!!!
Review by Mamap1 month ago
I wanted to try ClassPass because the idea of choosing classes from different studios sounded great. They use "credits" for you to be able to sign up to classes, which again, sounds like a great idea until you get charged $15-$20 if you miss a class or cancel late. I'm sorry but life happens, one can have an emergency and miss one class and have to pay $20 for it?? I agree that there should be a fine for not showing to a class, but I think it should be within the same credit system THEY created. Don't give me my credits back if I miss a class, for example. But charging $20 for each class late or missed is outrageous!! Highly disappointed.
Review by Teglbrændergården1 month ago
HORRIBLE. I have now requested THREE TIMES for my account to be cancelled and there are NO LIVE REPS to even talk to so it never gets cancelled. I went so far as to change my credit card and somehow they have my new one! BIGGEST WASTE OF MONEY AND BIGGEST SCAM. I would never use or recommend
Review by Ruralrabble1 month ago
The idea of classpass is amazing. I'd have loved to keep my membership if they had better policies.
1. I got charged every time I missed a class $20!!!!!! I would understand if I lose my credits, but lose money for missing a class is insane to me.
2. I cancelled my membership, because of the first polict, but I had around 24 credits left in my account that I was planning to use at some point. When I logged back in, I found out that I was locked out of my credits unless I reactive a paid membership.
Horrible policy unfortunately. Wouldn't recommend to anyone again.
Review by Camjam Juryte1 month ago
Very scammy... Just canceled my membership. They price discriminate. Two of us on the same class pass plan opened our apps and compared rates/credits for identical classes. Discovered mine was priced higher. We have the same membership in the same city. Only thing I concluded they rip off those that actually utilized the services. Not impressed.
Review by Bakre1 month ago
I was given wrong amount I was supposed to be billed next month. I tried to cancel customer service chat - 3 times: first time someone was making fun of me via text, second time I was ask to wait due to long queue - after I received text that I've been waiting to long and the chat was disconnected, third time no one responded.
I didn't want to be charged more than I signed up for and cancelled the membership. ohhh, forget about getting you 40 referral as currently advertised. simply just stay away - not worth the hassle
Review by DogFish Skatoulidou1 month ago
I signed up for a free month trial in Germany. I didn't end up using it so I tried to cancel through my online account. Took me to a chat feature where the Cancellation Dept rep offered me an extension of another month so that I have a chance to use it. I asked if I can use it Switzerland and other countries and he reassures me that it's no prob and ClassPass has classes all over the world.
Well. I couldn't book any classes because the "book" button was avail. I have been going back and forth with 3 different representatives each telling me very different answers and still Im not able to use my 95 credits.
Untrained. One rep was lazy and didn't even respond. Sadly, the worst customer service ever. Cancelling now, not worth to give it a try.
Review by Wulandari1 month ago
ClassPass is a total scam. The classes were decent but make it incredibly difficult to cancel your membership! I tried to cancel online and even sent an email to the customers service, and they kept charging me for months. It was a headache disputing the claims on my credit card. DO NOT give them your credit card information unless you plan to get charged indefinitely. NOT WORTH IT.
Review by Nidirina2 months ago
This is the absolute worst gym service I have ever used. Similar to other reviews below. I canceled my free membership after using it for 2 weeks. After canceling my membership I received a total of $90 charges on my card. They were not transparent with the fact that classes had to be canceled even though you canceled your membership. I reached out to customer service and their response to this issue was that it was my fault. I regret signing up for the free trial. I would have saved money by just signing up for a gym. Worst customer service experience I have ever received.
Review by Bidelman2 months ago
I joined ClassPass to attempt to fill classes for my business. There was no interest for over a year. Perhaps its just not popular in my area yet. Then, when I did get a reservation, I couldn't log in to the app. Tried to reset my password, not possible. No assistance by phone. When someone emailed my back, they had no record of my account.
Review by Tidbits Jamrick2 months ago
DO NOT SIGN UP FOR CLASSPASS. I signed up for Classpass three weeks, saw that there were no gyms with classes in my area that participated, and immediately tried to cancel. I have tried to cancel three times since then and my request has not been acknowledged. I have not used my credits (because there's nowhere to use them), and I do not want to get charged next week for a service I will not use. There is no way to contact customer service.
Review by Sharookh2 months ago
I signed up for a free monthly trial of class pass. I had no problem logging in to reserve classes. I decided not to continue because the classes were not what I was looking for. Suddenly my password doesn't work. I've tried at least a dozen times to get classpass to send me a link to reset my password. The links never came. There is no phone number to call and when I click on "contact us" I get a form to fill out and when I try to submit the form I'm.asked to login. Clearly I can't login if they won't send me the link to reset my password. So, I have now been charged for another month that I didn't want. I'm planning to call my bank and report the charge as fraud.
Review by Pueblomom Karpaviciene2 months ago
NOT A FREE TRIAL
I have had an unbelievable amount of time cancelling the free trial. You have to chat with a person to make a request who puts you through a pushy sales pitch the entire time. Now they are telling me my account needs verification before I can cancel it. Maybe if they were more confident in the service they provided, it wouldn't be so hard to manage your membership.
Review by Campsmount2 months ago
Very hard to CANCEL your membership as you have to click cancel AND then chat with someone.
Cancelled my membership on day of expiration and was still charged. NO REFUNDS OR EXCEPTIONS. In fact, the FINE PRINT requires you cancel 24 hours BEFORE your renewal date to prevent being CHARGED.
This review will likely receive a similar response from ClassPass as all the other complaints. That is, a generic, boilerplate response from customer service that does nothing in addressing customer requests to receive a full refund.
Review by Rosalin2 months ago
Signed up for a “Free Trial”, only for my card to be charged the next week with a monthly fee!
From there I’ve tried to cancel, but they won’t let you!
There’s no cancellation button, so you have to contact customer service to REQUEST for your membership to be cancelled.
Even then, it’s near impossible to get a hold of them...