Scam: trial cancellation
Surprised ClassPass has 4.8 rating, whilst on Trustpilot their rating is 1.7, and on Reddit people are discussing how ClassPass is scamming their users. 6 months after starting a trial, deleting the app and making sure there’s no Subscriptions in Apple settings, I realized ClassPass has been charging me £65 per month. I reached out to their customer support, and apparently if you create a trial, you cannot JUST cancel — there’s a whole process for it. They have agreed to refund just £260, keeping £130.
Reading through reviews of people on Trustpilot and Reddit who have experienced exactly the same, I imagine this is how ClassPass is making money. By charging people when they do not figure out they haven’t cancelled ClassPass.
Reading through reviews of people on Trustpilot and Reddit who have experienced exactly the same, I imagine this is how ClassPass is making money. By charging people when they do not figure out they haven’t cancelled ClassPass.
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Response from developer
Hi Kosmoloma, our apologies for any trouble. Our subscription is not linked to Apple subscriptions nor will it be canceled by removing the app. The auto-subscription (that starts after trial), should be canceled via your Membership Settings on either the website or app. This can be done via your trial (or monthly) at any moment. Sorry if this was not clear enough.
ClassPass Concierge is a Scam
This is probably dependent on your area, but dont sign up if you plan on using credits for services like massages and facials. They claim you can use credits for these and they will book with local spas on your behalf but it will never go through and always needs to be “rescheduled.” They are falsely advertising that they have partnerships with these local spas when in fact the spas often dont even know that their services are listed on ClassPass. If you try to “save” credits for these services you’ll basically not be able to book and then loose a number of your credits when you cant use them all on the singular exercise classes before the cycle ends. Then you either have to pay more money to try and roll over your credits (still losing some) or cut your losses and cancel the membership and lose all the credits you had. Lose-lose either way. They likely know exactly what they're doing. The exercise classes they offer are fine but if you dont use all your credits on a consistant basis you’ll get stuck in a cycle of continuing to re-up on credits to try and save some of the ones you lose when you have leftovers at the end of the month.
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100% would recommend!!
First gym pass that’s actually got me to go regularly - partly because of the variety of classes available but mostly because if you cancel a class less that 12hrs in advance then you get charged £12 (although get your credits back) nothing like that to stop you being lazy!! Also love that it’s not just classes and gym / swim time, but things like massages and facials etc. Nice and well rounded. Also love that you can easily change the type of subscription you have so you only need to pay as much as you use it with no long-term commitment
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Don’t do it
I signed up for class pass to attend d a Pilates class with a friend. When I got to the class they said they didn’t have my information so I ended up having to pay for it anyway. Thinking something went wrong with the sign up overall I went on with my life. I’ve tried to use the app on my phone three times since then but even to this day it says my password is incorrect. So I was able to log on on my computer with the same password I was trying to use on my phone just to find that class pass has been charging me for almost 6 months now with no email reminders notifying me of each transaction. I get it, auto renew is the new thing but I really respect companies that are committed to taking money from people who are AWARE that they are using an app and are transparent about that each month. Had it been a month or two I would not be writing this review, but it auto renews for a $50 plan which I think is shady. So now that I (finally) found the tiny grey lettering to cancel I won’t be able to use the 46 or something credits on my accounts. Would not suggest trying this app out.
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Do not do it ! Go with mind & body
WOW what a bad app this is !!!!! False info, limited bookings, credits that are hard to use & your on a auto renewal after 2 weeks trial WHICH IS IMPOSSIBLE to get out of!
A trial of fine when you have a option to cancel. They have no option instead you have to email them (9 emails later) they talk in riddles so you actually do not know if your membership is cancelled until you say “give me a yes or no answer is my membership cancelled”
Even when you thought you have cancelled you haven’t. There’s is about 8 studios on the app that was in my city. Absolutely no point in getting this unless they have options.
buying Credits are a option they say rather than have a membership FALSE INFO! They then say you need to have a membership to then use credits which is limited to once class a month.
I had to put a block on my credit card to ensure no payment would go through!
If I could swear on this review I would on how horrendous this app is and how awful the layout and customer service is.
Go with others for the sake of a £2 discount EVEN THAT you have to get a £60 membership with limits to booking!
Class app take note your awful and you shouldn’t t be in this field if you do not understand how a trial and cancellation works.
A trial of fine when you have a option to cancel. They have no option instead you have to email them (9 emails later) they talk in riddles so you actually do not know if your membership is cancelled until you say “give me a yes or no answer is my membership cancelled”
Even when you thought you have cancelled you haven’t. There’s is about 8 studios on the app that was in my city. Absolutely no point in getting this unless they have options.
buying Credits are a option they say rather than have a membership FALSE INFO! They then say you need to have a membership to then use credits which is limited to once class a month.
I had to put a block on my credit card to ensure no payment would go through!
If I could swear on this review I would on how horrendous this app is and how awful the layout and customer service is.
Go with others for the sake of a £2 discount EVEN THAT you have to get a £60 membership with limits to booking!
Class app take note your awful and you shouldn’t t be in this field if you do not understand how a trial and cancellation works.
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Response from developer
Hi, Thanks for taking the time to connect with us about this! I apologize for the negative experience that you've had while using ClassPass. We appreciate the feedback we receive from our customers and will definitely take your suggestions about how we can improve our ClassPass App into consideration. I've gone ahead and passed this feedback along to the appropriate internal team so we can discuss incorporating an update to ClassPass.com. Thanks again for taking the time to help improve the ClassPass community! If there is anything else that I can help you with today, please do not hesitate to reach back out! All the best, -- Customer Experience Associate Favorite way to move: Hiking to the top -- Check out our Help Center for more information about ClassPass!
Absolute Scam of a Company
Worst customer service in history and the company is an absolute scam. I had paid for 3 months of credits (100 class credits) and due to a death in the family and myself also catching covid I couldn’t use ClassPass cause of isolation and recovering from everything and I told ClassPass I want to have the credit moved to the following month. Instead they said it will be charged 5 pounds to pause the membership and I was annoyed but said okay that’s fine rather than loosing all my PAID credit. Now the woman I was dealing with didn’t respond to my email for a week and by the time I got a response from ClassPass it was into the next month and obviously was cancelled cause I didn’t want them to charge me another 35 pound for even more credit! They replied late saying that woman was on holiday and therefor I can pay 35 pound for more credit and lost all my past credit. This company is a scam and I have told my local spin studios and CrossFit areas about this and they are thinking to remove their companies also from ClassPass as I have been going to them before this all happened and a valued member!
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Response from developer
Hi there, thanks for providing your feedback with us and so sorry for the experience you have had. If you could send us a message we would love to assist you further. In your app, go to Profile - Settings - Email Us, select the Feedback option, and make "App store review" the Subject to ensure our specialized team responds. Thanks in advance.
Customer unsatisfactiom
I loved the concept of ClassPass for over 2 years BUT I am very disappointed in the promotion process and my love is clearly not reciprocated. I got three friends to join ClassPass before the given date for the promotion and didn’t receive my reward. Despite showing evidence repeatedly to prove usage I was sent down a long drawn rabbit hole of trying to prove something. So yes the app is good but I don’t think the customer service is great and don’t feel like the promotions are actually helpful.
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Response from developer
Hi there, If you could send us a message we would love to assist you further. In your app, go to Profile - Settings - Email Us, select the Feedback option, and make "App store review" the Subject to ensure our specialized team responds. We'd like to explore this experience with you. If you have past correspondence numbers with our team too, feel free to include those in your message when you reach out. We're very sorry to hear about your disappointment.
Fix the two Glitches
Please fix “location” settings to be able to save all the areas you clicked on or city of your choice like Chicago area where you can click all the different neighborhoods you want to see what classes and times are available have it saved so you don’t have to keep doing it each time you want to check for classes & times for multiple locations… just do it once and save it in your preferences or filters.
Also, when you’re looking to see what classes are available all the day or from whatever time you want to see all classes from like 10am until 11pm
and if you click on a time slot like 5pm to read class description, when you click back out to try and go back to where you left off at it doesn’t do that, it continuously takes you back to the the top of scheduled time slots each time you click to view a class description then you have to start all over again and scroll back down to the time slot you left off at to be able to continue to view the schedule for the remainder of the day. Please fix so we can view a class description and go back to where we left off at and continue seeing the rest of the schedule for the remainder of the day and not have to start all over again from the top.
Also, when you’re looking to see what classes are available all the day or from whatever time you want to see all classes from like 10am until 11pm
and if you click on a time slot like 5pm to read class description, when you click back out to try and go back to where you left off at it doesn’t do that, it continuously takes you back to the the top of scheduled time slots each time you click to view a class description then you have to start all over again and scroll back down to the time slot you left off at to be able to continue to view the schedule for the remainder of the day. Please fix so we can view a class description and go back to where we left off at and continue seeing the rest of the schedule for the remainder of the day and not have to start all over again from the top.
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Response from developer
Thank you for your feedback, we will definitely take your suggestions about location settings and the time slots into consideration.
Unethical Business Practices
During COVID, ClassPass is trying to force its users to go back to gyms. My account was paused but since several of the studios I visited in the past are open, ClassPass says that’s enough to restart my membership, so they went ahead and charged me for a month. Now I have a ton of credits that I can’t use.
COVID numbers are going up, not down. The CDC is recommending that people don’t travel to visit family over Thanksgiving. I had to cancel my Thanksgiving plans with my family. My job site doesn’t open until summer 2021. And yet ClassPass thinks it’s ok to restart my membership without asking me what I want to do, simply because a few studios opened back up and ClassPass added new class offerings to stream. The streaming service is spotty at best and I don’t like them and haven’t used them since.
COVID made ClassPass an unethical company. I can’t recommend anyone use ClassPass. I understand the company needs money, but it’s our memberships to manage, not yours. The customer should have full control of their membership with the ability to pause and unpause. My LA Fitness membership has treated me with more respect than ClassPass. I no longer trust ClassPass and will be reporting them to the BBB if this is not resolved promptly.
COVID numbers are going up, not down. The CDC is recommending that people don’t travel to visit family over Thanksgiving. I had to cancel my Thanksgiving plans with my family. My job site doesn’t open until summer 2021. And yet ClassPass thinks it’s ok to restart my membership without asking me what I want to do, simply because a few studios opened back up and ClassPass added new class offerings to stream. The streaming service is spotty at best and I don’t like them and haven’t used them since.
COVID made ClassPass an unethical company. I can’t recommend anyone use ClassPass. I understand the company needs money, but it’s our memberships to manage, not yours. The customer should have full control of their membership with the ability to pause and unpause. My LA Fitness membership has treated me with more respect than ClassPass. I no longer trust ClassPass and will be reporting them to the BBB if this is not resolved promptly.
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Disappointed in lost $
Great app but SO cheeky that you either have to cancel your membership right before your billing cycle, or loose all your money and credits. Not sure how that can be justified.
