Rip-off
I received a generous gift card for Christmas, and I’m hard-pressed how to even use the gift. I was forced to give my credit card information, even with the gift card, and they claim they will charge me for “additional” purchases. I have gone on and off the app multiple times because of how poor my experience has been. “You get what you pay for” in this case, and the classes are cheap. The classes are limited, to what I believe are only classes that are less popular and don’t fill up. I truly do not want to give this service any additional money. It is poorly run, as they do not have a phone number you can call and the online chat is only reserved for cancellations. E-mails- how you have to sign up for the service and such- are not answered within 24 hours. In my opinion, they cheat you into never actually cancelling and charging you for one expense here and another there. Lastly, the $15-$20 charge if a class is missed is not motivation, but a complete rip-off. They have never ever given any kind of comp-something a good business does- to keep customers. They just dupe you into extraneous charges into what you’re already paying.
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Bad customer support
My reservation did not go through to reach the studio which caused me owing fee for unpaid class at the studio, even though my credits in Classpass still got deducted for that class. I tried to emailed the support team but just auto reply until now. Auto email said it would take 3 days to respond but it has been almost 2 weeks now. I had chance to talk with agent and they said they would sort it out and have it resolved by end of the day, then update me with the result. It was 3 days ago. Even they have not figured it out yet, they should have noticed me about that, instead of going dark like that, making me feel they were just fraud and try to run away with it. That’s bad, Classpass. I am very disappointed.
So, if they say you could always contact them via the contact link, DON’T BELIEVE THEM. It would be just like you are talking to the wall. There would be no response except for the auto reply system.
So, if they say you could always contact them via the contact link, DON’T BELIEVE THEM. It would be just like you are talking to the wall. There would be no response except for the auto reply system.
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Cancellation Flow
The user flow for cancelling a subscription has you find a setting in your profile. It immediately tries to sell you on other plans while hiding the cancellation link at the bottom. Clicking that tries a second time to offer another plan with a visually de-emphasized hyperlink to continue cancellation. That link didn’t load the first two days but when it loaded on a third day, the next screen is yet another third offer for “ClassPass Lite” with a hyperlink instead of button at the bottom to continue cancellation. Finally, the “How to cancel” screen says you have to literally initiate a chat with their team, the request must be received a day before the next cycle, reactivating later will cost $79, and it still won’t be cancelled until a representative confirms it. Manually initiating the chat, the representative proceeds to ask why you’re leaving, tries a fourth time to sell you on another plan discounted for a month. Responding “no” to that tries a fifth time to sell you on yet another discounted Lite plan. So, that all leaves a bad taste because otherwise the experience of going to classes was fine.
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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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