ClassPass Customer Service Issues

I was charged for two consecutive months after a one-month test trial gift. I moved from NYC and didn't use the app, but it kept charging me. I only signed up for a month, so I am seeking a refund. Also, the website has outdated information about canceling through live chat, which is unavailable. I believe the data privacy notification process for customers may violate regulations.

I appreciate the information. I recall canceling that class and was attracted by the 4 credits deal. However, my previous experience at the class was not enjoyable due to the lack of enthusiasm from the instructors. I wanted to find a more exciting class to attend instead. I find it odd that I was marked as a no-show because I distinctly remember canceling it. It was not on my schedule last week as I was searching for an alternative class. I am having trouble accessing your contact us page on my iPad, so I am using GetHuman to reach out to you. Thank you. Sent from my iPad

I registered for a Barre class through ClassPass and arranged childcare directly with the studio. I had a confirmation from ClassPass for the class I booked and I even have a screenshot. Upon arrival, the studio said they would check me in, and I proceeded to attend the class. After the class, I was informed that I had only signed up for childcare, not the class, and was requested to pay $28 for the class I participated in. They mentioned that any booking error with ClassPass is not their responsibility, and they cannot charge ClassPass for the class. Despite my reservations, I paid the $28 for the class and have the receipt. I am kindly asking for a $28 credit towards my account to address this misunderstanding. I opted for ClassPass to avoid paying full studio fees, and I would not have taken the class if I had known it would cost $28.

I am Jeremy, the owner of Portland City Boxing. I had a ClassPass account which I canceled due to non-payment. Recently, I discovered that an employee changed the payment information to their own name and had the checks sent to their address without my knowledge or permission. Several checks issued by ClassPass in the ex-employee's name were given to me, but all were returned as rejected upon deposit. Despite my attempts to reach out via email and voicemail, I have not received any response from ClassPass. The ex-employee mentioned a resolution on a site, but the issue remains unresolved as I have not been compensated by ClassPass. I am concerned about how an employee was allowed to alter the check information. I can be reached at [redacted] for a prompt resolution. Despite not receiving payment, I continued to accommodate ClassPass users at my gym. It is essential to address this matter promptly and fairly.

Dear ClassPass, I was recently laid off from my job and had to relocate to Gilroy, CA, from San Francisco, CA. Unfortunately, there are no classes available near me, which prompted me to switch from the 24-credit plan to the Lite plan with 8 credits per month to maintain my subscription. As there are no classes in my area, I kindly request a refund of $45 for the remaining 18 credits on my account. I also ask to cancel my subscription before the next billing cycle. If classes become available in my area in the future, I would like to rejoin as a returning member without incurring a reactivation fee. I appreciate your attention to this matter. Thank you, Paula L.

I received an email reminder from ClassPass with the wrong location for my Define class. Since the app doesn't work in my office building, I relied on the email for the address. Unfortunately, the email led me to the Define location on San Felipe instead of Bissonet, causing me to waste time traveling in traffic between the two locations. Despite calling the studio and not getting a response, I hope to have my points refunded for the inconvenience. The correct location was listed in the app, but I trusted the email would have the accurate information. I have attached the email for your review.

I have been struggling to cancel my subscription and classes on the app. I've encountered errors during the cancellation process, and I'm concerned about being charged for classes I couldn't attend. I attempted to cancel classes outside the 12-hour window, but the cancellations did not go through. Even when trying to contact the studio before a class, I was unable to reach anyone. My priority is to cancel my membership and avoid any additional fees due to my unsatisfactory experience during the trial period.

Good morning. I recently received an email about being charged for missing a class. I live in Austin, Texas, where heavy traffic caused me to be late. Despite trying to call the barcode multiple times, I couldn't reach anyone to notify them. I understand the policy, but I have never missed a class before and I am on a free trial considering buying a class pass next month. If there is no flexibility in the policy, I am unsure if I can continue. Is it possible to make an exception this one time? I will be more careful in choosing class times to avoid traffic in the future. Thank you.

I was incorrectly charged $50 three times, and this is concerning. On 6/18, despite having 10 free trial credits and canceling the account, I was charged erroneously. Similarly, on 9/8, I was charged $50 after putting my account on hold and being informed of a delayed billing due to my travel plans. Furthermore, on 9/17, I was charged $50 even though I requested the billing cycle to start on 10/1. This has resulted in $[redacted] being wrongly debited from my account. I only have 25 credits to show for this. I am requesting a refund for the unjust charges and for the billing cycle to commence on 10/1. Additionally, I seem to have two accounts, kayla34345 and kayla76424, with one being incorrect. I want assurance that the incorrect account has not been charged. I am also experiencing difficulty adding friends to my account. I seek to have one functioning account, with accurate billing, a $[redacted] refund, and the billing cycle to align from the beginning of each month. Thank you.

Today was my first day using ClassPass, and unfortunately, my experience wasn't great. I booked a Workout class at Kinetic Fitness in Raleigh, NC for 5:30pm est, but when I arrived, the class was canceled. The app didn't show this, so I couldn't use my credits or work out. Additionally, the app wouldn't let me find another 5:30 class without canceling the first one and risking a charge. I hope to have additional credits refunded, around 4 or more, due to this inconvenience. I truly want to be a loyal customer, but this first day hasn't gone smoothly. Looking forward to making better use of my 30-day trial and getting started with ClassPass!

Hello, I'm Connie Y. A friend invited me to an LA Playground active event where I signed up for free by providing only my name, no card details. Although I registered on July 23, [redacted], I never attended the session. I did not provide billing information or intend to buy a membership. Surprisingly, on October 11, [redacted], $75 was deducted without my consent. I haven't taken any classes there and don't intend to. Kindly advise on how this occurred and help me with a refund. Thank you.

I signed up for a Pilates class through ClassPass in January without realizing it included a $50 monthly membership fee. I recently discovered I've been charged $50 each month since then, totaling $[redacted] for a service I haven't used. I won't be able to use ClassPass after moving to Green Bay, WI next month. As a student relying on loans and unable to work, this unexpected cost is a burden. I wouldn't have signed up if I knew about the ongoing charges. I'd appreciate a refund for the 9 months of unused membership. Thank you for your assistance. Regards, Heather P.

I have encountered an issue regarding being charged for a cancelled account that should have been resolved in September. Below is the transcript of my chat with Laura Ganim from September 22, [redacted]: "I cancelled my membership in August and I am still being charged. Please help me to resolve this issue. I cancelled within the 2-week trial membership. I should not be charged for August either. I cancelled on time. I need to be refunded the $75. As you can see, I did not use the membership because I had cancelled. It is not right. I should not be charged for 2 months when I had cancelled the trial membership on time." Alexandra R. in the chat helped by refunding the most recent membership charge, cancelling the membership immediately, and refunding two more charges. She mentioned that the refund will arrive within a week. While Laura requested a confirmation number, none was provided, but receipts and the chat transcript were to be sent to her email address.

I am upset and worried about my recent experiences with ClassPass. I only used it once through a promotional link from a friend, not realizing I would be charged $50 twice. The Pilates class I signed up for was canceled with no instructor present. Additionally, I was charged for a class I never attended. I need to cancel these two $50 charges as I cannot afford to lose $[redacted] for a service I rarely use and did not intend to pay for. Since I already have a gym membership, I cannot afford these unexpected bills. I hope these charges can be voided, as I believed I was simply accessing a free class through a link, not committing to a payment plan. I should not be responsible for $[redacted] for a service I never intended to use and cannot afford.

I recently joined ClassPass and attended my initial class. Now, when I try to access my free trial for another class, the website does not recognize me. It insists that I input my phone number for a confirmation code, but then rejects it as a duplicate. This is likely because I already have an account. I am eager to take advantage of the remaining two weeks of my free trial, but I am currently unable to do so.

Hi Classpass Team, I am reaching out for assistance regarding an error with a class reservation for my husband (A.W. - [redacted]). I intended to book the 5:45 class at barre3 Menlo Park but mistakenly reserved the 5:45 Alkalign class. While trying to correct this, I accidentally signed him up for the 4:30 barre3 class. Unfortunately, I couldn't undo the reservation before it was processed. Could you please assist me in rescheduling his class for barre3 in Menlo Park so we can attend together? It's important to me as he is usually the only male participant in the barre class, and I don't want to miss joining him this time. Thank you for your understanding and support. Best regards, Lilliana

I signed up for a free trial week with ClassPass last week, but I didn't find it suitable for me as I couldn't attend most of the sessions. I tried to cancel my subscription multiple times yesterday due to technical issues on the site. I managed to cancel around 12:15-12:30 am, but I had already been charged $[redacted] for a one-month subscription. As I don't plan to use the credits and prefer a different studio membership, I am requesting a refund of the $[redacted] auto-recharge. The website's glitch prevented me from canceling in time, and I would appreciate your assistance with this matter.

Two months ago, I registered for a two-week free trial on ClassPass, eager to try it out. To my dismay, before the first week ended, I noticed a charge of $37.50 for a week's worth of classes. Despite my attempts to contact ClassPass, I received no response. Frustrated by the unexpected charge during the trial period, I took the initiative to cancel my membership over a month ago. Recently, I was surprised by a $78.38 charge from ClassPass, even though I had already canceled my account. When I inquired about this charge, a representative informed me that I needed to cancel through a ClassPass employee, which I was not aware of when signing up for the supposedly free trial. The representative suggested changing my membership to ClassPass Live before possibly canceling it later on, leaving me feeling disappointed by the lack of customer service and the unjust charges for a trial that was not free and an account I no longer used.

Hi, I have to express my disappointment regarding the incident that occurred yesterday morning (November 18, [redacted] at 8:30 am) at Studio Legree on SPADINA AVENUE in Toronto, Ontario. I had made a reservation for a class through ClassPass with 15 credits; however, upon arrival, my registration was not found in the studio's system. Despite showing my confirmation on my phone, I was informed I couldn't join the class without repaying. I requested to settle the matter after the class, but was denied. The manager was unavailable, and upon contacting ClassPass, the owner was eventually informed. Despite these efforts, I was met with unhelpful responses. The owner mentioned that because ClassPass is a third-party platform, my absence from their system was not their concern and reluctantly allowed me to participate in the ongoing class or return later. Feeling frustrated and upset, I left the studio. Given my long history as a member with payment details on file, I find the studio's behavior unacceptable. I am not only seeking a refund for the 15 credits but also compensation for the distressing experience. Thank you, N. Driman

I attempted to sign up for a free trial on ClassPass. However, every class I tried to attend was marked as full on the ClassPass platform. The studio couldn't assist with redeeming my class due to a separate system. I thought I had cancelled my account, but it seems I was charged $35 for ClassPass, which I never used successfully. The unclear cancellation process on the website led to an unauthorized charge, causing my account to be overdrawn. I urgently need to cancel my account and request a refund as I cannot afford these unexpected fees. I appreciate it if someone could promptly address this issue. Please contact me via email or phone at your earliest convenience.