Classpass Credits
With the introduction of ClassPass credits they’re ruining the app. The benefit was that you could get more classes cheaper than through the actual studios. This made the nuisances of ClassPass ($15 cancellation fee, inability to reschedule or change classes on same day, inability to change classes through the studio, inability to ever speak on the phone to anyone, inability to book a class less than 30 minutes before) worth it. Every month since they introduced credits they raise the number of credits required to take a class which gives you less classes for your money. It used to be 10 classes for $85 a month which was a good deal. Now I get 60 credits for the same price which is around 6 classes. That is essentially the same price as buying from the studio where your classes don’t expire in 1 month or have o deal with any of the other ClassPass associates pains. They also don’t offer the number of monthly credits to evenly divide the credits by classes so you’re always stuck with leftover unusable credits and forced to either buy more or waste your money with unused credits. If they don’t start making the credits more reasonable I’ll no longer be a ClassPass customer.
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Charged without warning
I received a link to try class pass for free, for about 3 classes. When me and my group of friends signed up, they asked for a credit card which was kind of odd since it did not say anything about being charged after a certain period of time. To our surprise, we were charged $50 with no warning of it for a membership that we didn’t want. We only ended up using 2 classes/10 credits before we were charged also.
Trying to cancel our memberships and get refunds was a nightmare. I went back and forth on chat with the rep for literally 30 minutes, only receiving apologies and them stating they cannot refund me, which then turned into $40 and 10 credits, and finally into a whole refund. First, what kind of business states they cannot refund you when they don’t even tell you they are going charge you? If I knew I was going to be charged, I would’ve proactively canceled my account. Second, why is it so difficult to cancel? It was like jumping through hoops and I felt bad for being stern/pushy but I got annoyed after the 4th time they told me they couldn’t refund the full amount when not 5 minutes before they refunded my friend fully.
I enjoyed the app itself, but this experience was so poor. At least consider notifying new members/accounts they will be charged after x amount of time.
Trying to cancel our memberships and get refunds was a nightmare. I went back and forth on chat with the rep for literally 30 minutes, only receiving apologies and them stating they cannot refund me, which then turned into $40 and 10 credits, and finally into a whole refund. First, what kind of business states they cannot refund you when they don’t even tell you they are going charge you? If I knew I was going to be charged, I would’ve proactively canceled my account. Second, why is it so difficult to cancel? It was like jumping through hoops and I felt bad for being stern/pushy but I got annoyed after the 4th time they told me they couldn’t refund the full amount when not 5 minutes before they refunded my friend fully.
I enjoyed the app itself, but this experience was so poor. At least consider notifying new members/accounts they will be charged after x amount of time.
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Response from developer
Hi - we appreciate your feedback. We're always striving to improve and apologize we screwed up this expierence for you. Please accept our apologies, and feel free to reach out at classpass.com/contact for further help with this issue!
Used to be great
Up until recently, I would have rated ClassPass 5 stars but with the role out of the new credits model, I have had some concerns. I was part of the credits pilot and during the pilot period, the program worked really well. I never really benefitted from classes being worth less credits b/c most of the ones I take are 7-9 credits and so I didn't really have enough to make an 11th class but I was very happy to be able to take 10, which usually I rarely ended up taking all of them. But with the role out, there is a new "premium spot" feature, which was never part of the pilot and frankly, is absurd. This past Sunday evening a Fhitting Room class was available for 24 credits...that's ridiculous. I could just go and pay the full price. Whats the point of using ClassPass? Y7 is another studio I love but is now 15 credits. Row House is also more than 9 credits and I can promise you that I have been to many of the 5:30 classes and they are at least half empty, if not more, so I have no idea why someone would pay more than the already high (I think 9 is a lot for that class) credit amount for a "premium spot" in that class. I understand that you need to make your model work but 24 credits for a class is ridiculous. I am strongly considering discontinuing my membership.
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Outstanding App and Service - the points stress me out
ClassPass is a wonderful way to try new workouts in your city. I love being able to jump around between studios and activities, and the app makes that crazy simple.
The price is super reasonable for the number of classes you get, however, since the switch to the point system (which I overall love,) it has been way more stressful trying to get the most out of my membership. I know it’s my neuroses, but seeing those few points disappear at the end of the month is killer. It would be wonderful if even a few rolled over at the end of the month (like 3 points on the 3 Class Plan, 5 points on the 5 Class Plan, etc.) It would make getting to the last day of my cycle way less anxiety inducing (even if overall I was loosing the same number of points.)
I’m sure the points dropping off is critical to ClassPass’s bottom line, and I am in no way suggesting they go back to the old system, but a little rollover would go a long way to making their users (see: me and my boyfriend) feel better at the end of the month. And isn’t that the point of ClassPass: to feel better.
The price is super reasonable for the number of classes you get, however, since the switch to the point system (which I overall love,) it has been way more stressful trying to get the most out of my membership. I know it’s my neuroses, but seeing those few points disappear at the end of the month is killer. It would be wonderful if even a few rolled over at the end of the month (like 3 points on the 3 Class Plan, 5 points on the 5 Class Plan, etc.) It would make getting to the last day of my cycle way less anxiety inducing (even if overall I was loosing the same number of points.)
I’m sure the points dropping off is critical to ClassPass’s bottom line, and I am in no way suggesting they go back to the old system, but a little rollover would go a long way to making their users (see: me and my boyfriend) feel better at the end of the month. And isn’t that the point of ClassPass: to feel better.
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Confused by the low ratings
Most of the poor reviews just didn't seem to understand how to use the class pass membership but it's not hard and the app is almost flawless (which is what the review is supposed to reflect). I find it so quick and easy to find and book my classes and I can see what my workout buddy has booked too and can just select that to book if I want. I've recommended the app to so many people.
On top of this, I love the variety and ease of use of Class Pass. They try out new systems and types of membership but they give you plenty of notice and you don't have to be a beta tester if you don't want to. They also throw in extra credits regularly for free. I have found many great studios and I have them on regular rotation (can favorite them in the app). I try new ones as they come too. It makes me more adventurous and mixes things up. Compare the membership to the price of a barre studio membership and you'll see it's a good deal. Plus I'm not tied to one workout. I get so much variety. I can do boot camp, bikram yoga, barre, spin...no dull routine.
On top of this, I love the variety and ease of use of Class Pass. They try out new systems and types of membership but they give you plenty of notice and you don't have to be a beta tester if you don't want to. They also throw in extra credits regularly for free. I have found many great studios and I have them on regular rotation (can favorite them in the app). I try new ones as they come too. It makes me more adventurous and mixes things up. Compare the membership to the price of a barre studio membership and you'll see it's a good deal. Plus I'm not tied to one workout. I get so much variety. I can do boot camp, bikram yoga, barre, spin...no dull routine.
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