Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Masterclass has been attempting to collect $192.00 from my Apple Card account. Five times they have tried and five times ***** has declined the payment! I have to change my account number and alert all merchants each time! I have nothing to do with Masterclass, they are trying to steal my money! I am 78 years old, I think they are trying to scam the elderly! Please make them leave me alone! They are thieves!

  Business Response

  Date: 05/05/2025

  We are very sorry to hear about ********* experience with the MasterClass renewal reminder emails. These emails were automatically triggered to ******* because the membership was set to renew, and the payment method on file was expired or did not work. We apologize for the inconvenience and confusion caused with these emails. The MasterClass support team has followed up with ******* to confirm that we have cancelled the subscription so ******* should not continue to receive these emails or be charged by MasterClass. We are standing by in case any additional assistance is needed. 

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was gifted a subscription for master class . When I redeemed the subscription I saw that it was not of any interest to me. When I tried to get refund I was notified that because I redeemed it I could not get refund. That policy you can see if you redeem. It is not stated in the redemption email that I got. Their policy for regular customers says you can get refund if you are not satisfied within 30 days. I feel that their practices are shady.They should specify in the email that you cant get refund if you redeem the gift.

  Business Response

  Date: 05/05/2025

  We are very sorry to hear about ****** ********* experience regarding the MasterClass gift subscription refund. The MasterClass Support team has reached out to ****** to confirm that we have issued a full refund for the gift. The funds should reflect back in the account charged within the next 5-10 business days. We appreciate ******'s patience and willingness to work with us to get this resolved. 

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my annual membership effective April 15, 2025 with MasterClass. A confirmation was received from this cancellation. Unfortunately, MasterClass still charged my credit card for this canceled membership. I am disputing this action.

  Business Response

  Date: 05/05/2025

  We are very sorry to hear about Aleta's experience with the MasterClass membership renewal charge. The MasterClass support team has reached out to ***** to confirm that we have issued a full refund for the charge and the funds should be reflected back in the account charged within the next 5-10 business day. We appreciate Aleta's patience and allowing us to work with them to get this resolved 

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you BBB for your help in bringing a resolution to this matter!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my Masterclass subscription and so when the option to renew came up, and my 'automated' payment kept failing, they started to send me excessive reminders, to which I responded and asked for assistance on canceling as I was not interested in renewing. They sent me a supposed 'final' reminder, but then clearly tried again anyway and charged me today. I am at a loss for how to get myself out of this endless subscription loop.

  Customer Answer

  Date: 04/14/2025

  Masterclass has come through and issued a refund, so additional action is no longer needed.

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled service before the next annual subscription after seeing a pending $200 charge for a service that I never used and do not want. They will not give me a refund. I guess they want me to keep a service that I do not want. This is a large amount for a subscription that I dont want and dont planning on using and I cancelled before the next year. For a large company that advertises, this is terrible customer service. I feel like they stole from me.

  Business Response

  Date: 04/14/2025

  We are very sorry to hear about ********* ********* experience with their MasterClass membership renewal charge. The MasterClass Support Team has followed up with ********* to issue a full refund for the charge. The funds should reflect back in the account charged within the next 5-10 business days. We apologize for the inconvenience caused and are standing by if any additional assistance is needed. 

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone sent me a free subscription a few years ago. I started to set it up using an old ******* email, but then cancelled so I wouldnt get charged. I just realized they never cancelled my membership and have been charging me each year. This auto renewal process (especially after I cancelled my free membership) is fraudulent. I am awaiting an email to get these charges reversed immediately.

  Business Response

  Date: 02/27/2025

  We're very sorry to hear about *****s experience with the MasterClass subscription renewal charge. Our goal is always to provide clear communication, which is why we send a 30-day renewal reminder to give users the opportunity to cancel before being charged.
  The MasterClass Support Team has reached out to ***** and confirmed that a full refund for the renewal charge has been processed in past years. The funds should be returned to the original payment method within 5-10 business days.
  We apologize for any inconvenience and appreciate ***** giving us the chance to resolve this. Please let us know if any further assistance is neededwe're happy to help.

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a master class subscription as a gift last Christmas. I've unfortunately not had time to use the service, and this yeah, was unpleasantly surprised when it was automatically renewed. Since there were so many emails from Master class sent every day, I've filtered them all out and did not notice notifications of renewal. When I did notice and reached out to them for reversal of chargers, I was told about "unable to refund" and "our policy" - which simply translates to "now that we have your money we don't want to give it back, regardless that you didn't use the service". I find that this gift auto renewal policy is a predatory tactic and should be changed. Users should be asked to opt in rather that opt out at the end of the subscription - then the company will be able to retain users that really want to use it's service and not just charge people money for no services provided.

  Business Response

  Date: 02/12/2025

  Were very sorry to hear about Igors experience with the MasterClass gift subscription renewal. Our goal is always to ensure a seamless experience for our members, and we offer gift recipients the opportunity to add their payment details to prevent service interruptions at the end of their term.
  We send a renewal notification via email 30 days in advance, and since no action was taken before the renewal date, Igors account was automatically charged. We sincerely apologize for any confusion or inconveniencemisleading our customers is never our intention.
  Our Support Team has since connected with **** and issued a full refund for the renewal charge. The funds should be reflected in the original payment account within 5-10 business days. We truly appreciate Igors patience and cooperation in resolving this matter, and were here to assist further if needed.
  Please dont hesitate to reach out if any additional support is required.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have canceled my Master Class subscription yet they continue to attempt to pull funds from my account. My credit card continues to decline the transactions as fraud, so I have not been charged. This has been ongoing for weeks and I continue to received fraud notifications from my credit card company as Master Class continues to attempt to take funds. I will never subscribe again and would not recommend Master Class.

  Business Response

  Date: 01/27/2025

  We sincerely regret hearing about ********** experience with the subscription renewal charges. The MasterClass support team has reached out to ******** requesting additional information, as we were unable to locate the account using the email provided or the screenshot of the charge.
  To resolve the issue, weve asked ******** to share the email address where the renewal charge notification was received. This will allow us to locate the charge and process the refund. However, we have not yet received a response from ******** and are ready to assist as soon as we receive the necessary details.
  We remain committed to resolving this matter promptly and appreciate Jennifers cooperation in providing the requested information.

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a refund from Masterclass due to a double charge on my account. However, instead of addressing the issue promptly, Masterclass engaged in circular communication, repeatedly requesting information I had already provided.I raised a dispute with ****** to ensure my buyer protections were in place. In response, Masterclass demanded that I withdraw the dispute before they would process the refund.This demand is highly concerning, as it appears to be a calculated attempt to circumvent PayPals policies and the buyer protections designed to safeguard customers in such situations. Reputable businesses typically process refunds without requiring consumers to forfeit their rights or protections.I believe this demand is highly inappropriate, inconsistent with ****** buyer protection policy, and is potentially deceptive. It undermines trust in their refund process and raises questions about their commitment to ethical business practices and consumer legislature. I request immediate intervention to resolve this matter and to ensure such practices are addressed moving forward.

  Business Response

  Date: 01/27/2025

  We deeply regret hearing about Charalampos's experience with the MasterClass subscription charges and the inconvenience it caused. The MasterClass support team has followed up with Charalampos to confirm that a full refund has been issued for the two charges incurred during the purchase.
  To make amends for the trouble caused, we have also provided Charalampos with a free annual membership. Once again, we sincerely apologize for the inconvenience and are here to provide any further assistance if needed.

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** ********

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **Complaint Summary for BBB:** I encountered significant difficulty canceling my MasterClass subscription despite following their app-based instructions. Attempts to resolve the issue were met with unhelpful responses from AI chatbots and a no-reply email addresses. Their **************** number directs to the same unhelpful resources. When I finally received an email from their staff, ******** from ************************ the focus was solely on processing a renewal rather than addressing my cancellation request. MasterClass ignored my concerns and managed to charge my card for a $254.40 renewal, which I did not authorize. Upon requesting a refund, I was informed via their AI bot that refunds are not issued. This behavior feels deceptive and unfair.I am seeking a full refund for the unauthorized renewal and confirmation that my subscription is canceled for 2025.

  Business Response

  Date: 01/14/2025

  We are very sorry to hear about Eunice's experience with the MasterClass Subscription renewal charge, and we appreciate ****** bringing this to our attention. The MasterClass support team has followed up with ****** to confirm that we have issued a full refund for the renewal charge, and the funds should be reflected back in the customer's account within the next 5-10 business days. We apologize for the inconvenience and are standing by if any additional assistance is needed.