Explore the world of fitness!
I was attracted to this app from the one-month free trial and 5 days in a row I have been using it and going to classes everyday. It’s the perfect tool to use when you want to incorporate a variety of fitness styles and explore different types of classes. Very fun to use and the credit system keeps you accountable!
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Horrible experience and even worse customer service
This app used to be great in the early days but I sadly have to that it has been one of my worst experiences with a paid app to date. I recently canceled because of moving to a place that did not have classpass studios in its area (plus the local amazing studios were cheaper and offered unlimited classes monthly!) I had 6 remaining credits to use and 4 days left in my cycle. I was planning on using those credits that had already been paid as I wrapped up my final month before the cycle termination. Unfortunately, classpass revoked all my credits remaining on my account and deactivated the account upon canceling—- essentially taking what I had already paid for away. Either this was some software bug or classpass is trying to increase their margins by swindling customers. I’d recommend that you support local studios directly which tend to actually have better prices that classpass and pass on this app. If you have any issue with your experience they aren’t going to help you. Once classpass realized what they had erroneously done to my account they offered no reimbursement or apology and tried to upsell me to another month subscription. Absolutely ridiculous!
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You will end up paying INFINITELY more per class than signing up with a studio
The idea is good, but the system is infuriating and expensive. I got a $200 gift card for my thirtieth birthday from my friends—I work out a lot and was moving to a new city. It should have been a perfect gift while I looked for my new favorite place. However, the window to book classes is just a week, and if you have to cancel, it has to be before a 12 hour window. That seems reasonable, but when you cancel inside, you’re hit with a minimum $15 fee, and if you miss the class (get there one minute late) you’re charged $20 or more. It’s absolutely outrageous! Especially with the blizzard we incurred in the Midwest, everything is unpredictable. They don’t take it out of your balance either, it’s separately charged from your account. I have NO way of seeing what they’ve taken out of the original $200 my friends gave me, but you’re forced into paying at least $35 a month as the subscription, and then if you don’t use up all of your points before the next billing cycle, you lose them. It would have been easier to just hand Classpass $300 and take a few offbeat classes all over the city. I would not recommend this to anyone.
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This is the best shared economy platform
I know, this review looks and sounds like maybe a PR bot wrote it. I assure you this is a real person. I’m writing because after reading so many reviews from people who claim that they are dissatisfied with this platform, it’s really clear that they are not using it right. I had the same problem - as a person who travels frequently, it’s great to be able to drop in to exercise classes in the geographies where I will be at different times. The interface has continued to improve and when I had any questions about using it, the problems were very quickly resolved by customer service. As a user of Airbnb, Lyft, and other platforms in the shared economy, it’s really awesome that this exists. Speaking of customer service, they have been very helpful and patient with me even when a couple of issues I encountered were user error on my part! Oh also the quality of the classes have been just amazing as well
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Love it
Amazing app and system, I use it everyday. Excellent customer service too (thanks Micah!)
The app works. The business model doesn’t.
The app seems to work fine but I cannot recommend the actual service. In the guise of updating their model (from the unlimited classes to the capped classes to the different rollouts of the credit system) ClassPass has consistently raised the effective per-class fee so that the value of the program is a fraction of what it was. Despite Classpass’s claims that their new credits program did not signal an increase in pricing because credits allowed users to reserve “spots” in the classes that were not previously available, an eyeball of the class-available scheduled shows the lie in this. At my favorite two studios, for example, classes used to be available for 7 or 8 credits, but since the last program update, I have NEVER seen a class available under 12 credits at either. And I know this isn’t because the 12-credit seats are “premium” or that the times are particularly in demand; every single class is listed as costing 12 credits as soon as they become available for reservations and thus the 12-credit price isn’t a reflection of increased demand but just set higher initially. Along with the many increases over the years, I am now paying twice as much for half as much. The lack of transparency about this is really disappointing.
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Getting worse
I really love classpass and am still on it but like others am feeling really frustrated by the credit model. All credits have gone up and again a lot of these classes are not full which creates a dissonance with the premium purchasing options as a customer when you know it’s not actually full, only the seats available for classpass are. If this was true dynamic pricing it would work better but allowing studios to set high credit floors ends up leaving classes empty
I usually compare drop in rates vs credits and so I usually buy direct from the studio now instead of premium when it’s cheaper to do that. In addition the dynamic pricing for credits is frustrating because it makes taking classes with friends harder when we have wildly different credit prices for classes(2 vs 10 for example). I am strongly considering just using MINDBODY instead. I know classpass is making more money with this feature based off the last report on afterclass and studios are happier but this has become harder for consumers. I also don’t enjoy the fact that the number of times you can visit a studio on non-premium is dictated by what type of membership you have. Finally I hate that classpass keeps all of this under wraps and I figure this out talking to my friends .. Thinking this might be my last month...
I usually compare drop in rates vs credits and so I usually buy direct from the studio now instead of premium when it’s cheaper to do that. In addition the dynamic pricing for credits is frustrating because it makes taking classes with friends harder when we have wildly different credit prices for classes(2 vs 10 for example). I am strongly considering just using MINDBODY instead. I know classpass is making more money with this feature based off the last report on afterclass and studios are happier but this has become harder for consumers. I also don’t enjoy the fact that the number of times you can visit a studio on non-premium is dictated by what type of membership you have. Finally I hate that classpass keeps all of this under wraps and I figure this out talking to my friends .. Thinking this might be my last month...
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Don’t register - you’ll never get out
This company will make you register once and never get out, i.e. keep charging fees but there's no way you can cancel your membership.
The cancellation process will first ask you to change plan, if you choose not to you have to clink on a link that get you to read their Help Centre Q&A on how to cancel your membership. Then it will link you back to your account and you will need to go through the above process again until you can actually contact them on a 'Contact Us' page. However, when you choose your message category to 'cancellation inquiry', you can't even type in message anymore. They will ask you to talk to their stuff from a chatbox on their home page. I've been waiting for their chatbox getting online whole day. It was just online, but only the 'manage my plan' option is available 'Cancellation Inquiry' is still offline.
This is basically a trap - a company who's confident in their own services will never make the cancellation process this hard.
The cancellation process will first ask you to change plan, if you choose not to you have to clink on a link that get you to read their Help Centre Q&A on how to cancel your membership. Then it will link you back to your account and you will need to go through the above process again until you can actually contact them on a 'Contact Us' page. However, when you choose your message category to 'cancellation inquiry', you can't even type in message anymore. They will ask you to talk to their stuff from a chatbox on their home page. I've been waiting for their chatbox getting online whole day. It was just online, but only the 'manage my plan' option is available 'Cancellation Inquiry' is still offline.
This is basically a trap - a company who's confident in their own services will never make the cancellation process this hard.
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Getting more expensive and less flexible
I used to love classpass but over the years they’ve continued to increase prices and reduce flexibility. It used to be unlimited and now the number of classes you can get in a month has decreased since credits were introduced. They used to carry forward classes in the summer months as people are travelling and now they just let your credits expire even though you’ve paid for them. They don’t seem to be thinking customer anymore. It’s useful to be able to try new places but once you do it’s better to cancel and just join directly with a gym as it’s cheaper. Hopefully they revert back to their original business model which made it appealing to the customer at the beginning.
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Awful
I’ve been a classpass member for several years and a great customer. I am just so fed up with their terrible fees and customer service representatives. I used to love classpass but it’s become a joke since I first joined. Not only have they raised the monthly membership fee, but they’ve raised the amount of credits you need for each class. Every class I want to take is always booked unless I want to pay extra credits. If I don’t book a week in advance, I’ll be stuck with a class I don’t want to take at a time I don’t want to take it. I was charged for a class I attended and the missed class fee was more expensive that the class itself. Today was my final straw that caused me to cancel. I couldn’t make a class at 6:30 because of work. I called the studio and asked if I could be switched to an earlier class. The studio said “absolutely” but that I would need to make the switch through classpass. I contacted classpass and they refused to reschedule. QUESTION: THE STUDIO DIDN’T CARE ABOUT THE SWITCH, SO WHY DOES CLASSPASS CARE? I’ll tell you why... so they can steal more of my money. Happy to have canceled and will never become a member again. I will warn others not to use classpass unless they want to be robbed of their money.
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