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Business Profile

Consumer Directed Services

Getoutpass, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Consumer Directed Services.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/30/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    Our GetOut Pass account was set for auto renewal. I was not notified that the card on file needed to be updated. I had logged in the week prior and made sure the account was set for auto renewal (you select a toggle for each member). When I logged in today, I received a notice that my account was suspended due to card on file. I immediately updated the card and reached out to customer service for confirmation. The payment settings page does not list any information regarding your card on file, so you can not see any payment details. That is why I did not know the card information needed updated. This morning the account said that the membership would renew for ***** per person. After customer service reinstated my membership, they charged ***** per pass (x7 passes). This all occurred on the same day. I reached out for billing issues and they said the "system just updated and the price increased". So at 7am and 2pm the price was ***** but by 3pm they charged *****. They would not honor the renewal price on the mobile site. I believe this is false advertising. I had to request a cancelation and refund of the "new" charge. I believe other consumers need to be aware of this bait and switch.

    Business Response

    Date: 01/10/2025

    This was resolved. We spoke to the customer. 

    Customer Answer

    Date: 01/10/2025

     
    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:12/26/2023

    Type:Billing Issues
    Status:
    Unresolved
    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.
    This business took my expired card, manually keyed in my expiration date (AKA guessed my expiration date) for my new card, and pushed passed the CVV number, which is not only illegal but unauthorized.

    Business Response

    Date: 12/27/2023

    This is just blatantly obscured and untrue. For starters, an expired credit card won't work regardless of what you put for an expiration date, nor is the expiration date a required field for a transaction to occur anyways, so there would be no purpose to doing what is referenced. Second of all, we don't handle any card processing in house, it is all done via Square. This means we don't store or maintain ANY credit card information. We only have access to the last four digits on any card for customer service purposes in locating accounts. And lastly, we would be more than happy to issue a refund (as our online policy clearly states) all you have to do is reach out to customer support either via chat or email at ***********************

    Customer Answer

    Date: 12/27/2023


    Complaint: ********

    I am rejecting this response because:

    There is no possible way you would have obtained the new credit card information. I have been inactive on getoutpass since long before May, which is when the card you DID have expired and became unusable. Thus, the only way you could have charged my card was guessing the expiration date and pushing past the CVV. After speaking with one of your employees, they confirmed that you need the expiration date AND the CVV to process a payment.

    Now, how do I know this? I inquired with my bank and the respective departments within. They evaluated the charges and said that the expiration date was manually keyed in and the CVV was pushed past. Now, considering what your employee informed me, being able to push past the CVV shouldn’t be possible. Also, as I mentioned, the expiration date was put in manually, which means someone within did so, as I have not been active on your site for months, especially not after May. I never provided you with the new information nor the new CVV.

    I have already been confirmed a refund, and I appreciate that, and am awaiting it as promised. My concern is you using an expired card. This alerts me to some shifty gears in the system, if you are not already aware of it.

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:12/26/2022

    Type:Product Issues
    Status:
    Unanswered
    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 contacted customer service via live chat regarding a charge on my credit card. When I logged into my account, it showed that I purchased two passes at $39.95 each. Customer service is now telling me that I owe four payments of $39.95. When I asked them to send me a copy of the original order with the total price, they refused. I am simply trying to determine what I actually owe so I can confirm whether or not I am begin overcharged. So far, my card has been charged three times - $39.95 on 6/17, $39.95 on 9/17, and $79.90 on 12/17. My question remains, what is the total due for the two passes?

  • Initial Complaint

    Date:11/13/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    The company advertised a price of $29.99 for the Get out pass for the Tampa Bay Florida area. The pass was listed on the Facebook ad as 70% off regular price. I attempted to purchase the pass for the advertised price of $29.99 and the price being charged increased to $49.99. I contacted the company via chat and was told that adjusting the price to the price advertised would have to go through management. I received an email over a week ago stating that someone would contact me to help with the price adjust to the price advertised. I heard from no one. I emailed them and stated that I wanted to purchase two tickets for the price advertised. I have not heard back from them despite contacting them again. This is a dishonest business. They advertise for one price and change the price at checkout. There are also many complaints that they advertise venues and once the pass is purchased those venues are no longer included. I have screen shots of the price that the pass was offered at $29.99. I also have screen shots of the conversation. I am requesting that this company is honest and offers the pass for the price advertised.

  • Initial Complaint

    Date:11/12/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Getoutpass wrongfully charged a large purchase to a credit card in my name, ending in (#****), without my consent, and while providing no goods of services. Further, when contacted by citi fraud department, getoutpass defended this fraudulent charge to my card, though it was clearly made with someone else's name and email address. I am now receiving multiple calls a day from citicard regarding past due interest and payments on this unauthorized purchase, which I am unable and uninterested in using. The lack of regard from getoutpass and the daily hounding and harassment is oppressive and abusive, causing incalculable psychological stress. The dishonesty has created a significant burden for me and my family financially and emotionally. I am seeking relief from this unethical business conduct immediately to avoid legal action.

  • Initial Complaint

    Date:05/03/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 ordered and had the Get Out Pass for Colorado for the last 2 years, the charge was $20. This year, without notice of a massive price increase, they billed me $400. I have emailed them multiple times for a response and have not received one. I checked their website and there is no price plan that states it would be $400 for the renewal. I would like the full amount charged to me refunded.

    Business Response

    Date: 05/04/2022

    Hi there!

     

    With over 100,000 happy GetOutPass members, we are sure there is simply a misunderstanding here. We have no record of communication or membership from this users name. If they can provide us with the email address their account is under, we would be more than happy to look into this for them! They can also contact us directly at [email protected] OR simply go to www.getoutpass.com and use the chat feature in the bottom right hand corner.

Getoutpass, LLC is NOT a BBB Accredited Business.

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