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Hi
Love this app
I’ve used ClassPass for several years and I have nothing but positive things to say. It’s been a great experience overall, and I really appreciate how easy it is to use and the flexibility with scheduling and cancelation. I recommend it to everyone I know who’s active! Thanks for creating such a great app. :)
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Unfair charge, inaccessible support and serious privacy concerns
I attended a class but was incorrectly recorded as a no-show and charged a fee. I checked in at reception, as I always do, and my ClassPass history shows that I do not have a pattern of missing classes. I also booked this particular weekday class after 5:00 pm for a 7:00 pm start, once I already knew I was able to attend.
I received no notification that I had been marked absent or charged. By the time I noticed the fee, ClassPass said it was outside its 14-day review window and refused to investigate or refund it.
I later discovered that my account was created using Sign in with Apple and Apple’s “Hide My Email” feature. ClassPass therefore had an Apple-generated relay address associated with my account. If email notifications are essential to disputing charges within a strict deadline, ClassPass should verify during registration that those notifications are successfully reaching the customer, prominently explain that users must check the email address attached to their account, or provide important charge notifications inside the app. None of that happened.
ClassPass’s response effectively places the entire burden on the customer. Unless customers constantly inspect their bank statements and account activity, they may not discover an incorrect charge before the dispute window expires. A company should not be able to rely on a deadline when it has not ensured that the customer was properly notified in the first place.
The customer-service experience made matters worse. I repeatedly tried to reach a live agent without success, while a friend using another account connected within approximately three minutes. I cannot know why the experience differed, but ClassPass provided no explanation. Support also emailed me, I replied, and I received no further response, leaving me unable to continue the complaint through either email or live chat.
There is also a concerning privacy issue. During an earlier support interaction, an agent suggested an email address that was not mine while trying to locate my account, rather than asking me to provide my own details. This appeared to disclose another person’s email address to me. I would not want my own information handled in that way.
This review is not based solely on one disputed fee. It is about an incorrect attendance record, no effective notification, a rigid deadline, inaccessible support and apparent mishandling of personal information. ClassPass should investigate the studio check-in record, improve in-app charge notifications, verify communication details during registration and review how its agents handle customer data.
I received no notification that I had been marked absent or charged. By the time I noticed the fee, ClassPass said it was outside its 14-day review window and refused to investigate or refund it.
I later discovered that my account was created using Sign in with Apple and Apple’s “Hide My Email” feature. ClassPass therefore had an Apple-generated relay address associated with my account. If email notifications are essential to disputing charges within a strict deadline, ClassPass should verify during registration that those notifications are successfully reaching the customer, prominently explain that users must check the email address attached to their account, or provide important charge notifications inside the app. None of that happened.
ClassPass’s response effectively places the entire burden on the customer. Unless customers constantly inspect their bank statements and account activity, they may not discover an incorrect charge before the dispute window expires. A company should not be able to rely on a deadline when it has not ensured that the customer was properly notified in the first place.
The customer-service experience made matters worse. I repeatedly tried to reach a live agent without success, while a friend using another account connected within approximately three minutes. I cannot know why the experience differed, but ClassPass provided no explanation. Support also emailed me, I replied, and I received no further response, leaving me unable to continue the complaint through either email or live chat.
There is also a concerning privacy issue. During an earlier support interaction, an agent suggested an email address that was not mine while trying to locate my account, rather than asking me to provide my own details. This appeared to disclose another person’s email address to me. I would not want my own information handled in that way.
This review is not based solely on one disputed fee. It is about an incorrect attendance record, no effective notification, a rigid deadline, inaccessible support and apparent mishandling of personal information. ClassPass should investigate the studio check-in record, improve in-app charge notifications, verify communication details during registration and review how its agents handle customer data.
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goood
amazing
Love it
Classpass works really great. It’s really helped me on my fitness journey by finding multiple gyms to work with
Response from developer
Hi there, This is such wonderful feedback to receive! Thank you so much for taking the time to share your positive experience with ClassPass - it truly means the world to us.
