Rude customer service and faulty app
I have had this problem with classpass app that whenever I try a new studio that I am not familiar with its location, it takes me to the back ally near the location. They insist on saying that it is a Google Map problem, but I use google map all the time and it is only through their app that I face such a problem. I trust the app to take me to the accurate location of the studios, because so many studios are on higher levels of buildings, or their entrance is at the back of the buildings, so if the app takes me to a slightly different address specially to the ally behind the actual address I think it is their way of directing me to the right door. Not with classpass. I have missed or been late for so many classes because of their error. But back then they used to have a gracious customer service who would reverse the charges whenever you missed a class because of that error, but it seems they have decided to go for rude and annoying customer service. Luna, my rude customer service agent, basically told me to go ahead and cancel if you don’t like it. Considering that after covid not many studios are open and the ones that are open have severed ties with Classpass, it seems rude customer service is a great recipe for business failure.
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Response from developer
We're so sorry to hear about your experience! Our team would be happy to take a look at your account to see what we can do for you if you can reach out to us at classpass.com/contact.
Class Pass is Great
ClassPass is awesome, it’s a great service that is affordable. However there are some classes that are astronomically priced credit wise that shouldn’t be and therefore that business lost business from me. I’m not totally sure how classes are credited but there were ones that started as 7 credits that I used to go to weekly but that have recently been bumped to 11 causing me to drop that business. I know that popular classes can be priced higher but I never saw this class become 100% full. I do think that classes at popular studios should remain under 15 credits.
Additionally I do think that there should be more incentives on ClassPass. For example, me taking the time to write this review to improve your business, I could maybe get 5 credits from that. ClassPass doesn’t offer any incentives to its customers which causes them to sometimes drop the service and then switch to the actual studio and pay them directly for perks and whatnot.
Overall however I love ClassPass and will continue to use it. I especially love that I can use it when traveling. But I do wish they my email wasn’t given to studios to use and them spam me.
Additionally I do think that there should be more incentives on ClassPass. For example, me taking the time to write this review to improve your business, I could maybe get 5 credits from that. ClassPass doesn’t offer any incentives to its customers which causes them to sometimes drop the service and then switch to the actual studio and pay them directly for perks and whatnot.
Overall however I love ClassPass and will continue to use it. I especially love that I can use it when traveling. But I do wish they my email wasn’t given to studios to use and them spam me.
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Response from developer
Thanks so much for taking the time to give us your feedback about us! To provide a little insight into how our credits work, the number of credits needed to book a class may change based on the time you’re booking, what studio you’re visiting, what time your class is, and a number of other factors. After you’ve visited your favorite spot 3 times, you may notice that you need a few more credits than normal to book the class. Thanks again for taking the time to share your feedback about our us and if there is anything else that we can help you with, please do not hesitate to reach out to us at Classpass.com/contact and we would be happy to help you with any questions you may have!
The interface of the app is terrible
The idea of classpass is good but the actual interface of the app is terrible. Here are some examples: 1. there is no way to filter out categories in your search so you always end up having to scroll through tons of activities you don’t like (like spin or Pilates or spa stuff for me) to find classes. 2. The options for distance in the search is terrible, it jumps from 1mi to 5mi!! And there is no way for you to type in your preferred distance. 3. It does not remember what studios or classes you gave bad reviews about so they constantly still come up in your search and you have to scroll through them. There is literally no way to filter them out. 4. The algorithm for the search doesn’t necessarily include all of the studios that fit the category you searched for. For example, 100% of the time I search for “barre” it will not include all of the available barre studios. Instead I have to search for the missing studio by name. This makes literally no sense!! 5. You always have to review the class you took before selecting a new class. This leads to inflation in the stars each studio has and is the reason every studio has at least 4.8 stars. There is literally no reason for this.
Please higher some software developers!!
Please higher some software developers!!
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They are fucckin liars. Never get this app!!!!!
I AM SO UPSET WITH THIS APP!!!!!!
AS SOON AS YOU ENROLL YOUR CREDIT CARD, THEY WILL CHARGE YOU FOR THE CLASSES THAT I WILL NEVER GO. They will charge you for no reason. It is very hard to contact them to refund. They will give stupid answers which is not even related. And Even if you cancel your account, they withdraw money from your bank account for cancellation fee. How can I go to the classes that I didn’t even book??? This is ridiculous. I wish there will be no more victims like me. Fuuuucccck yooouuu
AS SOON AS YOU ENROLL YOUR CREDIT CARD, THEY WILL CHARGE YOU FOR THE CLASSES THAT I WILL NEVER GO. They will charge you for no reason. It is very hard to contact them to refund. They will give stupid answers which is not even related. And Even if you cancel your account, they withdraw money from your bank account for cancellation fee. How can I go to the classes that I didn’t even book??? This is ridiculous. I wish there will be no more victims like me. Fuuuucccck yooouuu
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Good app - but impossible to cance
Trying to cancel after my free trial. Have tried to cancel it 15 times but it never actually confirms cancelation and takes you in circles- total money making scam!!!!
Quite expensive and good luck cancelling...
Good luck cancelling.... Very annoying and poor user experience to cancel a membership, remember, you are auto enrolled to a monthly bill after your free trial. Not only do you have to confirm twice that you want to cancel which also cancels the trial, you then have to chat to somebody on live chat who will try to get you to stay. They open the chat with “remember your membership isn’t cancelled yet”. You have to wait in a virtual queue to then be hit by the sales team who won’t cancel unless you are clear you don’t want to buy anything and you need to state that at least twice. It’s a ludicrous and annoying way to cancel and my overall opinion of the company is that they are money grabbers with zero consideration for people, their time, and their experience with the company. Overall I felt that the value for money from this was quite poor also, I could definitely attend a high end gym such as Virgin Active in London and benefit from such classes at a cheaper price if I want to attend regularly. If you want something once a week that’s a bit different then be willing to pay a premium.
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Response from developer
Thank you for sharing your feedback, Lauren! Our mission here at ClassPass is "Every life, fully lived" and we are here to help each of our members exemplify that mission in a way that makes most sense to them. We create the opportunity for users to connect with us through our questionnaire or via chat before cancelling because we are often able to find a solution that works better for our member's needs. We apologize if this felt pushy in any way, we just want to make sure our members know all of their options before they go. If you need any further assistance with your account, let us know at classpass.com/contact and our team is more than happy to assist!
Game changer. But check out your billing page.
I can’t even understand how I existed before it. I now RUN five times a week. In a running class. With an instructor, on a treadmill, to pumping music. Super fun. I looooove being able to studio-hop- where I live in Marin, CA there are so many classes nearby I love being able to see them all in one place and drop in whenever and wherever I am. I have yet to use it outside of California but I can’t wait to take it for a spin when I go back to my old stomping ground of NYC.
So why FOUR stars and not FIVE?? On three different occasions I found unexplained $15 late cancelation fee on my account that was 100% not within the last 12 hours. If it is within the last 12 hours I’d just let the credits charge rather than cancel a class. None of these times did the message on the screen said I will be charged a late fee, it only said I will be refunded the credits. What’s most upsetting that I was charged one late fee for a free class. Seriously. 0 credits class and I was charged $15. Unfortunately I only caught one on time to have it refunded. Very upsetting to know I have to check my billing page for such “errors”. Algorithms don’t slip- so this is somehow built in which is so upsetting and not OK.
So why FOUR stars and not FIVE?? On three different occasions I found unexplained $15 late cancelation fee on my account that was 100% not within the last 12 hours. If it is within the last 12 hours I’d just let the credits charge rather than cancel a class. None of these times did the message on the screen said I will be charged a late fee, it only said I will be refunded the credits. What’s most upsetting that I was charged one late fee for a free class. Seriously. 0 credits class and I was charged $15. Unfortunately I only caught one on time to have it refunded. Very upsetting to know I have to check my billing page for such “errors”. Algorithms don’t slip- so this is somehow built in which is so upsetting and not OK.
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Response from developer
Thanks for reaching out. Thank you for your feedback. We're so thrilled to hear you've enjoyed the platform, and are able to get in a variety of workouts with your ClassPass and we're so sorry for the trouble with the charges. Please shoot us DM via http://classpass.com/contact with your email on file and we'd be happy to look into this further for you :) If you have any other questions, feel free to contact us :)
Life changer
I started using ClassPass almost a year ago and it has completely changed my relationship with working out. I’ve always needed something that stuck and that would keep me coming back and was really struggling to find that until I got ClassPass. Using this app has helped me with accountability and makes working out fun! My schedule is always changing, so I love being able to view what my options are from early mornings to late nights in my area. I’ve also formed a great sense of community. I love meeting other ClassPassers and have gotten several of my friends hooked on the app. I’ve gotten to know studio owners, and through ClassPass, I ever got trained to be a spin instructor by an owner of an indoor cycling studio which I had been spinning at for several months thanks to finding it on ClassPass! I’ve also gotten to workout in 4 other cities thanks to ClassPass! It’s nice knowing that even on vacation or a weekend trip to NYC, I have places I can drop into. Another perk to ClassPass is the flexibility with monthly credits. I’ve been able to adjust my plan based on what else I have going on that month. I could go on and on about how much I love ClassPass. I had helped me become the strongest version of myself both physically and mentally 💙
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Response from developer
Hey @cherwonky, we love this review! Do we have your permission to include it in some of our promotional materials (including, but not limited, to organic social, the ClassPass website, emails, ads etc.)?
Room for Improvement
Here’s My thing about class pass !
I actually really love it. However I wish they offered more diversity in sections like Dance. When you go to event-brite you can get dance classes such as as soca, Caribbean dance, Spanish dance, hip-hop, pole dancing and so much more taught by independent teachers. I noticed class-pass dance section is limited. However I’m already paying for a workout platform though so I should be able to take a dance class on the workout platform that I’m already using and have the ability to choose from different types of dance classes. It would be nice if class-pass found a way to work with diversity of independent class teachers without also ripping them out of money of course ! There’s so many independent teachers out there renting studios to teach their classes, if there was a way class-pass could get more of those teachers on their platform that’d be amazing. The more diversity the greater it becomes !
Also, for people that are budget friendly and really want to continue to use class-pass instead of people being subscribe AND THEN CAN ADD MONEY, there should just be an option where they can freely add credits as they go without a subscription. Class-Pass is a great thing but just cause it’s great doesn’t mean there isn’t room for improvement !
I actually really love it. However I wish they offered more diversity in sections like Dance. When you go to event-brite you can get dance classes such as as soca, Caribbean dance, Spanish dance, hip-hop, pole dancing and so much more taught by independent teachers. I noticed class-pass dance section is limited. However I’m already paying for a workout platform though so I should be able to take a dance class on the workout platform that I’m already using and have the ability to choose from different types of dance classes. It would be nice if class-pass found a way to work with diversity of independent class teachers without also ripping them out of money of course ! There’s so many independent teachers out there renting studios to teach their classes, if there was a way class-pass could get more of those teachers on their platform that’d be amazing. The more diversity the greater it becomes !
Also, for people that are budget friendly and really want to continue to use class-pass instead of people being subscribe AND THEN CAN ADD MONEY, there should just be an option where they can freely add credits as they go without a subscription. Class-Pass is a great thing but just cause it’s great doesn’t mean there isn’t room for improvement !
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Response from developer
Thank you so much for taking the time to share your feedback. We have gone ahead and passed your feedback about adding more dance classes and being able to add credits as you go along to our partners internally. If you have any further questions or concerns, please feel free to reach out at ClassPass.com/contact.
Be very careful they will take your money
Be very careful when you sign up for the trial. I have had trouble cancelling the subscription and kept being charged a monthly fee. They will not refund you.
