ClassPass User Reviews

ClassPass: Fitness, Spa, Salon

ClassPass, Inc.

Lifestyle

Health & Fitness

Reviews Summary

Positive highlights

💰

This app hasAffordable access to a variety of fitness classes

🌍

This app hasAbility to try out different studios and workouts

📅

This app hasFlexible scheduling and easy booking through the app

🤝

This app hasOpportunity to meet new people and form a workout community

🏃‍♀️

This app hasMotivation to stay active and try new things

Negative highlights

🤖

This app hasBuggy app and poor customer service

🔒

This app hasUnclear policies and hidden fees

🔄

This app hasLimited number of visits to the same studio

🕰️

This app hasStrict cancellation policies and penalties

💸

This app hasIncreasing credit costs for classes over time

Top reviews

Most RecentHighest RatedLowest Rated

Threatens customers to keep them

I thought about canceling ClassPass a while ago because I wasn’t using it as much as I wanted to. When I went to cancel, a dialog popped up that threatened to charge me $70+ if I changed my mind and wanted to rejoin (it was framed as some kind of “initiation fee”). Well, maybe I would want to re-up eventually? I thought, so I didn’t cancel then. I kept the service at the rate of $9/month for 8 months, occasionally checking the cancellation option to see if their policy had changed, but I always got the same message. Finally, today, after not using the service since September, I decided it was time and I didn’t care about them threatening to charge me. Instead of letting me cancel immediately on my own, ClassPass made me -chat with a customer service- rep to do it! I love the convenience of being able to attend a variety of classes in my neighborhood, but ClassPass’ customer retention tactics are highly questionable, and because of that, I let them rob me for 8 months, only to be subjected to someone asking me to justify my leaving and trying to sell me alternatives before I was finally able to cancel. What a horrible customer experience. I hope you enjoyed my money, ClassPass. You’re not getting any more of it.

Show less

katbeessea

5 years ago

Bye bye ClassPass

I really liked ClassPass for a long time, but their customer service is just terrible. There are times they did not reply to my emails. But what really made me want to cancel is that they wouldn’t waive my $15 cancellation fee when I had booked a class in another city while on vacation, and was physically unable to make it to the location. It was BS. If I hear one more time that this is vital to them keeping a good relationship with studios, I’ll scream. That’s their issue to manage and they can’t just paint across the picture that there are no exceptions to this, because that’s not a realistic expectation for their human being customers. Also I saw there is a $75 reactivation fee which is laughable. Why would that be enticing to anyone? Lol. I think companies like lyft and Uber have become good at sorting through legitimate emergencies and reasons why things didn’t go as planned. I hope the next company that comes out in competition with ClassPass has that human touch, because it just doesn’t seem to register with whoever runs ClassPass. Ps. Yes I’ve gone to classes when I didn’t feel well so that I wouldn’t get hit with their fee. How ridiculous is that?

Show less

desiree gzzz

5 years ago

Extremely disappointed

This is actually one of the worst experiences I’ve ever had with an app or service like this. 1st my roommate sent me her link to download ClassPass so that we could do a yoga class together before she left Los Angeles - I made an account using the link and neither of us ever got the reward for having a friend sign up with her link. She was supposed to receive $40 in credit that never came. 2nd after finalizing the account we signed up for yoga class and within minutes realized the traffic was becoming too heavy and we were not going to make the class on time which had a zero tolerance for tardiness so we both canceled within five minutes or less of signing up for the class. I only recently after reviewing my bank statements realized I was charged $15 for this class. 3rd upon reviewing my bank statement I also found out I was charged $80 through ClassPass when I would’ve absolutely never have signed up for a plan that cost $80 a month and my intention was to sign up for the $50 a month plan being that that was what I could afford – not $80. I only ever used ClassPass to go to one class at a studio that I’ve been to many times and luckily they were able to accommodate me even after they said I was not registered for the class via ClassPass. I am extremely disappointed by this app/service.

Show less

soph.delorett

5 years ago

Response from developer

Thanks for taking the time to share your feedback, and we apologize for any inconvenience you experienced with your membership. As a reminder, ClassPass is a monthly subscription service that automatically renews each month so you can continue booking classes seamlessly. Memberships will renew to the standard rate in your city unless you make changes in your Account Settings or we receive a cancellation request prior to the cycle renewal date. In addition, as noted during the registration flow and membership activation confirmation emails, fees for late-cancelled and missed classes do apply during and after free trial periods. Please note, whenever one of our members late cancels or misses a class, it often prevents others from booking the class. This policy is in place to make sure our studio partners are protected for that spot in class that they cannot otherwise fill, but the credits are always returned to the member so they can book something else with the credits they've purchased. Again, we're very sorry for any confusion or frustration you experienced with this. Please reach out to our team at classpass.com/contact and we'd be happy to further assist you.

Good concept, scammy payment system

Love the concept but they have now incorrectly billed me at the highest rate twice in a row after trying to cancel (and being told I had successfully done so).

readsandreads

5 years ago

Customer service

-----edit update: classpass has helped me resolve this issue. There had been a mistake in filling out the class review option. I tried to avoid filling it out by clicking "missed class" afterwards. I was refunded and it has been resolved. classpass is a great app with lots of options to workout at different places- but there are definitely small things like that needs improvement.
------

I've had class pass for almost a month now. While I really do like it, for me it's really been lacking in customer service. It's been over 4 days since I contacted customer service about me being incorrectly charged for supposedly missing a class. I specifically remember going to the class, but class pass charged me $20 for missing it. I contacted customer service, and have yet to hear back about what's being done. In another issue , I attended the wrong class and missed the original class, so I was charged $20 again. This yoga studio has 2 locations, and while I was aware of that, I thought that the location on the map for that scheduled class was for that specific location, which would make sense. I had not realized that the scheduled class and location did not match up with each other. I haven’t heard back about this, but I was already charged. My friend, who has the exact same issue as I did because we were together, was reimbursed immediately. I’m just frustrated because I feel like the app would be great if they were more responsive to customers.

Show less

Kayklo

5 years ago

Response from developer

Hi there, thank you for taking the time to provide this feedback and we're so sorry we were not able to get back to you sooner! We definitely try our hardest to respond to everyone in a timely manner. If you have any other questions or concerns feel free to reach out at classpass.com/contact we'll follow up as soon as possible.

Really rigid policies

Be careful using this app. I signed up for a free trial and walked away with a cancellation fee (US$15) for a ridiculous situation. There is no reschedule option so I cancelled one class to sign up for an earlier class at the same studio. I simply did the same class but an hour earlier. Because it was registered through the app as a ‘cancel’ I have been landed with a fee. There is no warning that your cancellation will result in a penalty except for in the fine print - other apps and websites give you a popup to say you will be fined before you confirm to cancel. The customer service has been terrible - I have sent 4 emails and explained the situation. One email got a reply which said that they will not waive the charge as this is their policy. Terribly rigid and inflexible. I wish I had booked directly with the yoga studio and paid for the class myself - providers are usually really flexible with time changes but you will get zero of that through this app.

Show less

UnimpressedTaurean

5 years ago

Response from developer

Thanks for taking the time to share your feedback and we do apologize for any inconvenience or frustration you experienced with our class cancellation policy. As noted during the registration flow and membership activation confirmation emails, fees for late-cancelled and missed classes do apply during and after free trial periods. Please note, whenever one of our members late cancels or misses a class, it often prevents others from booking that class. This policy is in place to make sure our studio partners are protected for that spot in class that they cannot otherwise fill, but the credits are always returned to the member so they can book something else with the credits they've purchased. As each reservation is unique to that particular class, switching to an earlier or later class would require a brand new reservation. As a friendly reminder, whenever you attempt to cancel a class within 12 hours of the start time, there will be a pop-up notifying you of the late cancellation fee. This is in place to make sure that you're aware of the policy, but again, we do apologize for any unclarity. If you have additional questions or concerns, please reach out to our team at classpass.com/contact and we'd be happy to further assist.

Terrible customer service and unauthorized charges!

Watch your bank account very closely with this app! They charged unauthorized “late cancel” charges to me. When I tried getting my money back they let me know if I cancel a class within 12 hours of the class you are charged $15 but nowhere does it say that. Then I ask for a phone number to speak with a real person and they let me know phone services are not available at this time, of course not that’s how they can keep scamming because they don’t have to talk to anyone. I asked how does my bank get in contact with your company once I dispute the charges, no logical answer was given to me. I ask my friend who also has the app and she let me know she has been refunded multiple times for that “late cancel” fee and she said they probably won’t refund me since I cancelled my membership with them. Then when I confronted them with that their response was “we will be happy to refund the charges and give you 50% off your next months membership” I said I didn’t want a membership and then they said well sorry then we can’t refund you. Unbelievable, what a terrible and unethical company!

Show less

Tesvb15

5 years ago

Idk how not everybody be using it!

I LOVE this! I used to be not motivated to work out - cuz gym is boring and I can’t / don’t want to commit to one studio. Just one studio’s scheduled usually is not be as flexible as I want it to be due to my high demanding job. And the membership of the those good studios are expensive and only worth it if I go often enough, but I travel a lot for work & fun. So classpass’s concept is just perfect for me! I’ve been using it for 4 years and I love the variety of work out I can explore. And I have found exercise I didn’t expect I would love from this app.

I do have several suggestion/complain:
1. Please improve the location search!! I like to use select neighborhood over using current location because I want to know all the options near home AND near work, or wherever I will be (friend’s or family that I visit often, etc). But after I input all the neighborhood work for me one time, the next time thy will be cleared out. I have to select all those neighborhood over and over so many times it’s annoying. Make it stay or save to favorite or something.
2. Maybe add filter function within favorite studios overall class schedule? Doesn’t need to be as sophisticated filter as to find a class, maybe just filter out time.
3. I wish the late cancel policy could be less strict. Or different late fee for different cancel time, or studio dependent...?
Also glitch happens too often...

Show less

Laxy_Wu

5 years ago

Unclear information on account page

I got a referral from a friend to try the app out. Since starting to use the app, I realized that I couldn’t really make my schedule work because of my work situation.
I checked in the app 10 days before it reached 1 month to see if I need to pay any fee afterwards if I don’t buy more credits. The membership page shows “$0 monthly fee + xx credits” with no disclaimer. I didn’t see any information on the page saying I would be charged $xx on a future date.
I let the customer service know about this feedback after I saw my credit card got charged. They don’t acknowledge the unclear description at all, just kept saying it’s the trial policy. Yes there is policy but still there is a better way to surface that information instead of making it vague on the account page. You don’t provide those kind of information as checking a box, but should help to inform customers more so they can easily evaluate whether they want to keep the service or not. They kept saying that if I downgraded to $10 per month I can keep my credits to try keep me using the service while I am already very frustrated with it. What a terrible customer experience, trapping customers to subscribe.

I like the concept of ClassPass, but it doesn’t suit my work life well. Now after this experience, I will recommend my friends to not use it because of the service.

Show less

Smaing0115

5 years ago

Response from developer

Thank you for taking the time to provide your feedback and we sincerely apologize for any confusion regarding our auto-renewal policy. While this is outlined in both our signup flow and confirmation emails we understand that it could easily be missed. We would be more than happy to pass your feedback on to our team. If you have any further questions please feel free to contact us at www.classpass.com/contact

Wrong information

Consistently erroneous information on the postings - wrong addresses, wrong studios linked up. Both me and another classpass user turned up to the yoga studio that was instagram linked to the session (it even had the right name of the teacher and the name of the class). However the teacher had never signed up to classpass. We had to leave otherwise she wouldn’t have been paid. It was a waste of our time and the other person said she had experienced this a few times, where classpass just throw random information on the postings and probably hope the teacher doesn’t check who’s in the class.
I also attended a session where they put he address as a random residential house, when it should’ve been the community building at the end of the road. Lots of issues leading to confusion or in fact classes that don’t exist under classpass.
Did not leave a good impression, and considering I was on a free trial I was still pretty annoyed, let alone if I was paying for these. Definitely did not sign up after that experience.
Classpass need to do an audit on their postings and make sure they’re not sending customers on wild goose chases to find the right studios, or blatantly lying.

Show less

Poopooot

5 years ago

Response from developer

Thank you so much for you feedback, it is very much appreciated so we can continue to improve our services to ensure our customers have a positive experience with ClassPass. Our team works diligently to communicate any schedule or location changes to our members as soon as we are made aware by the studio, but we sincerely apologize that was not the case in your situation. If you ever encounter any scheduling issues, you can always reach out to our team and we'll be happy to get in touch with the studio to make sure all the information is up-to-date. If you have additional questions or concerns about this, please reach out to classpass.com/contact and we'd be happy to further assist.