Reviews

This profile includes reviews for ClassPass, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

ClassPass, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ClassPass, Inc.

  275 7th Ave, 11th Floor New York, NY 10001-6708

• 

  ClassPass, Inc.

  101 E. Front Street, Suite 501 Missoula, MT 59802

Review Details

• Review fromTaty F

  Date: 04/22/2025

  1 star
  Resolving any issue is a disaster, making updates or changes on your own through the platform isnt possible without there approval . Which could take a month to hear back . The support is horrible they waste your time and nothing ever happens . Even when you think youll get a call it gets scheduled and they never call you . They also try to make payouts lower out of no where . Ive been trying to get in contact for three weeks . At this point I want to remove my business from the platform and even that I cant do without speaking to them and they just wont call . So what do I do ? I need my business removed if we arent working on fixing the problem .

• Review fromYagmur K

  Date: 04/21/2025

  1 star
  I had been using ClassPass and used up all of my credits before my renewal date. I was planning to cancel my membership because I was moving to an area where ClassPass is not available. Unfortunately, ClassPass charged me $79 before the renewal date, so I disputed the charge with my credit card company.ClassPass immediately responded by canceling my membership yet they still kept the $79. So now I'm left with no access to any services and a charge for something I will never be able to use.Whats the logic behind charging someone for a service they cant use, then canceling the membership as a penalty for disputing the charge? I feel like my money just went to waste. Its incredibly disappointing and unfair. Be cautious if you're planning to move or cancel. ClassPass doesn't seem to offer any flexibility or customer care in these situations.

• Review fromTara W.

  Date: 03/10/2025

  1 star
  I am filing a formal complaint against ClassPass due to a recent change in their service that has made the app essentially unusable for my needs, as well as the poor and unhelpful customer service Ive encountered in trying to resolve the issue.Ive been a loyal ClassPass user for years and have booked over 250 spin classes at ************ through the app. Until recently, this process worked well. However, Ive now noticed that my class reservations are marked as pending, and when I contacted the studio directly, they confirmed they were not receiving any record of my booking. This means I can no longer reserve a specific bike ahead of time, which is frustrating. I often attend with friends, and choosing bikes next to each other is part of the experience. Losing this option has made the app much less functional.I contacted ClassPass support four separate times and received no helpful supportonly rude, dismissive responses. Two representatives told me my pending reservations were due to a policy penalizing users who cancel too often. According to them, if a user cancels ********************, future bookings are held in pending status and only confirmed one hour before class. When I asked for written documentation of this, I was told it isnt an official policy, but rather a system feature. This is unacceptable.There is no mention of this policy in the app, in the terms, or in any communications. To make matters worse, ClassPass advertises:Change in plans? Dont sweat it. Cancel your reservation through your ClassPass account.This directly contradicts their punitive feature. Users should be notified of major changes, especially when it limits how the app can be used.I am requesting a clear explanation, written policy, and a refund or credit for the time I have not been able to use the service as *************,**** ****

• Review fromJamieson V

  Date: 02/20/2025

  1 star
  I reached out to class pass in September 2024 asking them to roll over my previous 2 months of credit because I was out of the country and had no they did not roll over. They said they would not do that. I asked for them to cancel my account. They did not do that. They continued to charge me for the next five months until I realized it was being charged on my account. I asked for refund for those months and they said the most they can do was four months. They charged me for six months of an account not even being accessed or used. They have Terrible customer service. They do not take clients seriously; nor do they care. Dont ever use them- class pass is a joke.

• Review fromSyd R

  Date: 02/18/2025

  1 star
  Do not sign your business up! My business was on ClassPass as an option for members to sign up. After 4 months I wanted to cancel it took 8 days and about 18 emails and 5 phone called. They made it painfully difficult I am still not out they want to keep you in so bad they will not respond to give out customer service numbers. Mainly just customer support bots. STAY AWAY

• Review fromSkip H

  Date: 02/12/2025

  1 star
  First of all, the phone listed on BBB site is disconnected. Class Pass makes it impossible to cancel service. No phone #'s, only AI bots that talk in circles. Do yourself a favor and avoid Class Pass at all cost. It's a horrible experience.

• Review fromKaysey G

  Date: 01/10/2025

  1 star
  I reached out to ClassPass to activate a new membership. Apparently, I had signed up for a free trial 6 years earlier with a former work email, so they would not let me create a new account. They wanted the credit card information I had used 6 years ago and for me to access a company email Im no longer employed with.I had zero interest in another free trial, I was just interested in becoming a member. This company clearly has significant IT issues and no interest in growing their business due to a modern day challenge that they should easily be able to resolve.

• Review fromMM M

  Date: 01/03/2025

  1 star
  Poor Customer Support and Inconsistent Refund Policy I’m extremely disappointed with how ClassPass handled my refund request. Due to a debilitating medical condition, I was unable to use their service for several months. Despite explaining my circumstances and providing proof of ongoing doctor visits for my illness, ClassPass refused to issue a refund for charges spanning this period or the reinstatement of all of my credits. Initially, I was informed that I would receive a refund for four months of charges. However, they later reversed this decision, stating that I used credits for one month. This is simply untrue, as my medical condition left me unable to attend any classes. Their response shows a lack of compassion and inconsistency in applying their own policies, which state that refunds may be considered for extenuating circumstances. As a loyal customer, I trusted ClassPass to handle my situation fairly, but I was met with rigid policies and poor communication. I would caution anyone considering ClassPass to be aware that they are inflexible in addressing unique circumstances, even those involving health issues. I hope ClassPass reevaluates how they treat customers with legitimate concerns. Avoiding the fraudulent and misleading behaviors.

• Review fromAngie B

  Date: 12/13/2024

  1 star
  ClassPass is fraudulent and deceitful! I signed up for a micro-needling service with a company by the name of ************* here in ***, and I signed up through ClassPass. I PURCHASED EXTRA CREDITS FOR THIS SERVICE. After signing up and paying for extra credits, the service provider emailed me and informed me that she had overbooked the time I selected. This is strange, because her ClassPass schedule is completely open on the day I wanted the service. So I asked for an earlier time on the same day; she, then, stated that she was completely booked the enitre day! BUT HER CLASSPASS SCHEDULE IS COMPLETELY OPEN THE DAY I WANTED THE SERVICE! I specifically purchased extra credits to go and see her that day! ClassPass took me through the ringer by initially ignoring my claim, and then offering to cancel my subscription and refund me my subscription cost! WHICH IS UNACCEPTABLE. The service provider is a fraud and so is ClassPass for not seeing how dishonest and deceitful they are for supporting the service provider and not rectifying the situation.

• Review fromMary Ann R

  Date: 11/27/2024

  1 star
  I dont have a problem with the services or the app, however the customer service is so poor its very upsetting. They claim to give you a referral fee of $30 for each member that signs up using your link and only received one payment after 3 friends became paying members and its been 2 months since they joined and 1 month after becoming paying members (mind you they usually take 2 weeks to give payment after the referral has become a paying member). Ive been trying to chat with customer service for several days over the last week and it takes forever to get someone on the line and the moment you open another browser all of a sudden you get a message saying hi this is so and so, how may help you? Oh it looks like youre busy so Im going to leave the chat The audacity after youve been waiting for an hour! Ive just about had it with customer service. Im still on an open chat with Ems for the last 3+ hours who has not said a thing after my last question. Ive had to contact them regarding my referrals and still havent received a fee for another - which they are giving me such a hard time for and which I shouldnt have to do in the first place. The bots were more useful that the real agents to be quite honest. Such a waste of time!!!