Second some of these reviews
I think it’s great that they give you the opportunity and access to health clubs. However, I made the mistake (a truly novice mistake) of cancelling and re-reserving then cancelling, resulting in two $15 cancellation fees. My wife and I wanted to take a spin class together (our first ever) while we were at work communicating via text. We were trying to book a class but realized that one of us couldn’t because there was only 1 spot left (since it was grayed out). So we were both juggling back and forth, cancelling, re-reserving, cancelling...just to realize - yes there was one spot left. We then ultimately both ended up cancelling and took a different class (yoga 🥵). It was great, hard and tough, but a week later I get 2 x $15 cancellation fees from the spin class we canceled and re-reserved within a span of 15 mins?
Contacted the support team and they only waived 1/2 thus far. I get it, it’s a free trial and the company needs to make money where ever they can, but to realize this situation and see that it truly was a mistake should have better resolutions for people like me. I like the app don’t get me wrong - and I want to continue its partnership, but the customer service part is just eh. Not quite the first impression you want for new users.
Response from developer
Hey Jonathan, thanks so much for reaching out and providing feedback about our class cancellation policy. We're so sorry for any trouble you've had. As a helpful tip, If you’re on the app and click on the “spots available” filter, you’ll see classes that have enough spots for you and your friends based on the current availability. Your friend needs to book the class via their account as well. If there's anything else we can do to help or if you have additional questions, please don't hesitate to reach out to us at https://classpass.com/contact and we're happy to help.
Awsome and affordable!
The extra credit purchase options is great too if you wanna take on more! It’s on a fair rate almost same as subscription one, not like some service providers that charge you double for purchasing extra if you’ve ran out of your original allowance.
Sneaky policies add to additional spending
I was excited to try this app but have been truly disappointed in its policies. I canceled my subscription because I can’t support a company that runs their business like this and I will be encouraging my friends to do the same.
ultimately not worth it 🤷🏼♀️
the interface is great, booking classes is easy, and the "unlimited" choices of classes are amazing. however, you can't go the same studio over 3 or 4 times or classpass increases the amount of credits you need to give in order to attend that studio again. next, I got charged for "missing" 3 classes which was a mistake beacuse I haven't missed a class (not sure why because I even wrote a review on the class after it was finished) which amounted to me losing a total of $60, then when I looked for a phone number to contact them and resolve the problem I found out they have no number... everything had to be resolved through email (it took about a day for them to get back to me and another 5 days for my refund to come in). honestly it's a great way to explore fitness classes near you, but once you find something you like, I would recommend canceling your membership with classpass & just booking with the gym/center directly. its just easier.
Great Potential, Poor customer service
My concern with the app, and I hope that they actually read and take on board the customer feedback, is that it’s not very customer service friendly.
It’s hard to chat with them, cancelling is next to impossible. Plus there’s a fee to resign up. They also only allow a small number of credits to roll over at the end of the month - if you are away for the month why shouldn’t all the credits roll over? You’ve paid for the credits you should have them all roll over. Also the fee when you cancel a class in under 24hrs is crazy!!
Overall I love using the app but these customer service issues really need to be reassessed!
Response from developer
Hi Ellie, Thank you so much for your feedback. We're glad that you'r enjoying the flexibility offered by ClassPass. If you ever need support, our live support chat is available during regular business hours EST and our cancellation chat is always available through your account Settings. Last year we introduced our policy of rolling over up to ten unused credits each month to increase the value offered by a ClassPass membership but we're always looking for more opportunities to improve this experience for our members. We do over a variety of membership options so if you know you'll be going away for a month, we encourage you to switch to a smaller subscription during that time. Additionally, the late cancellation window is twelve hours. As long as you cancel a reservation more than twelve hours before the start of class, you will not be charged a fee. We will definitely take your suggestions into consideration and we've already gone ahead and passed this feedback along to our partners internally so that we can discuss incorporating these updates.
Pros and cons of Class pass
Cons: you can only try a class or gym out 4x max but class pass doesn’t restrict the amount of times you book same class or gym on the app - so unfortunately you are told this by instructor (who needs a certain amount of people per class to get paid and ClassPass people don’t count)when he/she has seen you there 4x or more. If these are the rules, then app should restrict booking same class or gym after 4th time (so that it’s fair towards the instructors); also if you’ve paid for a cycle but get ill which happened to me and are not able to use the credits purchased, instead of rolling it over to the next cycle, you just lose them and start over. This really is unfortunate bc I paid for it and unfortunately lost all 45 credits bc I was unable to work out for 4-5 weeks. Another thing is that once you’ve booked a class, they are not able to refund you the credits if you cannot make it to a class for in case of emergency type cancellations (on the day of) and you could get charged $15 for not attending the class even if you have an emergency. Is there not a way to be able to cancel a class on the day of if you have an emergency and not get charged?
Response from developer
Thank you for your feedback. We apologize for the confusion here. With ClassPass, you are able to book classes at the same studio three or four times each month depending on the plan you subscribe to. After the third or fourth visit to the same studio in one month, you can still continue attending but you will need to use a few more credits to do so. Once the next month begins, you can again book three or four more times at standard rates. Additionally, whenever you late cancel or miss a class, the credits are always returned. We do charge fees for late cancelled and missed class to ensure that studios are still paid for spots committed to by our members. Please reach out through the form at classpass.com/contact with any further questions or concerns about unused months of membership.
Difficulty cancelling subscription
Response from developer
Thank you for providing this feedback about our live chat feature. We require the cancellation to be confirmed by an associate in order to ensure that our members are aware of their options before deciding to completely cancel. That said, we apologize for any frustration you've experienced. If you connect with us at https://classpass.com/contact, we would be happy to confirm your cancellation.
Class pass
Doesn’t delete from phone!!!
In my city I signed up for specific gyms, who then turned around and left the app, and the selection just isn’t there. Not worth it
