ComplaintsforClear
Security Consultant
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Complaint Details
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Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Yesterday i was at DTW checking in my baggage when I was met by a lady I thought worked for TSA. She asked me if I would like to sign up for CLEAR. She said she noticed I was Sky ******** and that I needed a credit card on file but it wouldn't be charged. I said i had the **** Reserve and she said 'Perfect! They cover the whole amount'. She tapped the answers for all of the information, including my personal info. When it came time to add someone to my account, she said not to worry about about the screen showing a charge, that there was no charge. After walking me to the security, she said that if an amount shows up, not to worry it would be credited back. I contacted **** after landing at destination, they said it was not true, I will be charged.Business response
07/15/2024
Hi *****! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.Initial Complaint
07/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 7/6/24 I call CLEAR to give a positive feedback to add an option on their chat bot to add the option of chatting with a live representative. The person who answer was very negligent on forwarding my feedback and very offensive and being very negative and gave me attitude. I told him I want to be a good person and give a positive feedback. Since he didnt want to accept my feedback I told him to go F himself. If he chooses to be like with me I will be like that too. I want a refund for this experience. Im not happy with my experience on customer service. Hope we can come to a resolution or Ill proceed with a lawsuit that CLEAR has offended me and disrespected me.Business response
07/10/2024
Hi *****! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.Customer response
07/11/2024
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 and the matter has been resolved by extending my CLEAR membership by a couple a months which hasnt been told how many months yet.
Sincerely,
*****************************
Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
1) I did not give permission or authorize CLEAR*********** to charge my credit card!2) My complaint is two-fold: ************ misrepresented itself. I thought they were ***** Airlines employees. If they are partnering with *****, then shame on ***** for allowing this service WITHOUT FULL TRANSPARENCY OR DISCLOSURE.The tactics they use are dishonest, lack integrity and unscrupulous. I was told that I was being assisted through the line. This was done haphazardly, asked for two forms of IDs, license and credit card. I advised that I had my passport and was told the credit card was fine. I advised that I was not comfortable asking to present a credit card as a second form of ID and was advised no need for concern about a charge to my credit card.3) It is my personal subjective opinion that I experienced ELDERLY ABUSE in the way I was talked to and misinformed. I was told that I looked like I could use help checking in. Its one thing to be told this and then using bait and switch tactics to dishonestly charge my credit card.*****************************Business response
07/02/2024
Hi ******! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.Initial Complaint
06/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On June 10 I was entering security and pulled aside by the Clear staff for a free trial. Line was not that bad, but they convinced me to go ahead. At the *** they said we just need a credit card. I sold no thanks. They insisted there would be no charge and I specifically asked if it would create a subscription I would need to unsubscribe from to which I was assured no. Well today I was charges $189 when I specifically told them they did not have authorization to charge me. This is not just deceptive but outright fraudulent. In addition to a refund, I want them to quit these misleading business practices that are apparently occurring with the blessing of ********** of ******** Security.Business response
07/10/2024
Hi *******! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.Initial Complaint
06/24/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I just submitted my TSA Pre renewal through Clear and was offered two months of Clear Plus to try out for free so I decided, why not. I signed up and to complete the process I went to *********** to have my fingerprints and eye scans taken. At the time I did that with a Clear Rep @ JFK, the computer said that my identity information was already on file. I've never had Clear Plus in the past, only TSA Pre. I followed up with a Clear Rep through the website who stated the same thing to me. I've also been unable to validate my Enhanced NYSID through the Clear App with my selfie after I've done the process at least ten times over at least 2 weeks. If someone could reach out to me and explain why I can't finish my enrollment and why my name and other identifies may be connected to another person, I'd really appreciate it.A copy of my current Enhanced REAL NYSID is attached.Business response
06/25/2024
Hi *****! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.Initial Complaint
06/20/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
CLEAR representative approached my family right before the security clear at ****************************************They convinced us through hard-sale tactics that we needed this, DESPITE ME TELLING THEM that we all are TSA Precheck Certified. The rep shrugged me off and told me this was better.I was signed up for a $188 service that I didn't need, and then escorted to the non TSA Precheck line where we all got to remove our shoes, belts, hats, empty our pockets and everything that non-TSA Precheck Certified people have to go through, even though we ALL have "TSA Precheck" on our boarding passes, but somehow "CLEAR" was supposed to be easier.My complaint is about getting CLEAR to understand that their predatory practice needs to stop.Cornering people at the most inconvenient time and forcing them into contracts that they have to cancel in 10 days is misleading and borderline fraudulent considering that they failed to clear us through the precheck that we already had clearance for!After reading other BBB complaints about CLEAR, I will hold on to every email and correspondence from them that shows that I successfully cancelled, because it looks like it's pretty common for people to be charged a year later.Stop your predatory process. It's shameful.Business response
06/20/2024
Hi *****! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 26th, 2024, after waiting for roughly one hour in the ***************, I was pulled out of line and told that the representative from Clear could get me through quicker (I have not heard of them before since they are not in my local airport). As a result:1) They never attempted to scan my QR code and told me I needed to go get a paper copy of my boarding pass. The waiting line for a paper copy was also a one hour wait.2) I lost my spot in line and was not permitted to go back through general TSA.3) After losing my spot in line, I missed my flight and was unable to see my sick mother.4) I had to pay $600 to reschedule my flight.5) I was told to **** *** **** ** by Clear staff (I never cursed at them or raised my voice).6) That staff member and their manager turned their badge around and would not identify themselves.7) The staff member continued to threaten to call the police in a discriminatory manner multiple times. I am a large black male, and the Director has agreed that I did not exhibit any behavior that would warrant this.8) On May 26th, I was told I would hear back with a response within 48 hours.9) I did not receive any sort of rectification until June 14th (19 days later), when I was denied compensation for my flight and solely offered an apology and 6 months free of Clear subscriptions (I do not want to work with them and they are not at my airport)Due to them cursing at me, acting in a discriminatory manner and forcing me to miss my flight all with no compensation, I am now working with my attorney to file a lawsuit by the end of the week.Business response
06/19/2024
Hi ******! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.Customer response
06/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:In forcing me to miss my flight with a sick mother, telling me to **** *** **** **, and telling me Clear would have this resolved in 48 hours, 3 weeks later, Clear offered me an apology and the ability to use their service for free for 6 months (although they do not have services where I live).
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Initial Complaint
06/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was running late for a flight. I was flying first class. I always fly first class. I dont need clearme services. A Clearme rep. pulled me aside. I had no idea who they were and I thought they were from ***. They were very aggressive. They took my card number but told me I would only see a TEST charge on my act. I would NOT be charged unless I later agreed. By this time, it was dawning on me that this was a private company but I was late for my flight and needed to get out of there and to the gate. Today I received a charge on my card. I went back and there was a charge last year as well. This is fraud and your representatives MISREPRESENTED the company. I want a refund for both charges of $189.Business response
06/11/2024
Hi ********! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.Initial Complaint
06/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On Dec 15 2023, a salesman from Clear took me to the side and sold me a Clear subscription in ******* on the promise that Clear was used at ***********, which I frequently fly out of. This was a lie and resulted in me paying over $180 for this subscription.Business response
06/20/2024
Hi ******! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concernsInitial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Approached by and given hard sell when waiting to clear security at airport when anxious about making a flight. Paid about 200 for one year only of service. Within minutes knew Id been defrauded. Fine - I bought a worthless service. A year later my credit card has been charged $198. I did not authorize recurring charge and/or false representations by salesperson. No intention of continuing service past the year I paid for.Business response
06/01/2024
Hi *****! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.Customer response
06/04/2024
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 and the matter has been resolved.
Sincerely,
*****************************
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Customer Complaints Summary
351 total complaints in the last 3 years.
143 complaints closed in the last 12 months.