ClassPassReviews 247

Please don't register - 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.

ClassPass charged me for two months of membership fees but never informed me that the subscription was activated so I never actually used the service. My friend had initially sent me a trial to join her at a class and when I arrived at the yoga studio I was told the trial was not activated. ClassPass refused to refund my money. They have no phone number and speaking to them via email will get you nowhere. I recommend contacting your credit card company and disputing the charges.

DO NOT ENROLL. After the first month, they started charging my card $110 a month without any notification. I contacted ClassPass to cancel my membership but they never actually did it and continued to charge my card. When I tried to contact customer service, they were incredibly demeaning, saying that I had agreed to their terms of service and cannot retroactively return my money. EVEN THOUGH I HAD ALREADY CANCELLED. I'm a college student who is struggling to pay tuition, rent and food and they took ZERO sympathy. It took talking to 3 reps for them to actually cancel my membership

I love ClassPass, but each time they add updates it seems to decrease the value for subscribers. I have been a subscriber paying $115/mo in Chicago for about 2 years AND I subscribe to the new ClassPass Live. Their recent update 3/2018 changed the credits rollover policy from up to 70 credits/mo to just 10 credits/mo. Not long after (4/2018), credit rates for Chicago classes also increased about 2 credits/class. Not only was the update poorly communicated (the email did not specify when the changes would take effect and their online policy change was updated over 6 weeks after the change took place), but I had previously been a "beta" user testing out app updates, and wasn't told whether or not the change would affect me. 2 months after the changes took place, I realized I had lost a total of 60 credits (roughly $100). I explained the confusion to a customer service person, who credited me 25 credits. Better than nothing... but - at what point should they consider the satisfaction of a loyal customer over the value of those extra 35 credits they refused to credit me? Them refusing to give me back the additional 35 credits may have cost them a monthly subscription.

I bought a one time offer 5 classes for $35. Never had a chance to try it though, because the offer was limited and I didn't have time. However classpass charging me every month for $78 without any notifications through email. I don't check my bank account very often to go through each transaction, so I discovered it 3 months later. When I tried to contact the customer service, there is no phone line that you can talk and explain the issue. Only email. They sent me a sorry email, but unfortunately they can not refund me retroactively, and also not gonna give me any classes for the $234 I payed. They suggested to go on a lower package plan, and to continue to charge me basically. Also the cancellation fee is $78. I asked to show me the contract that I agreed to, they never response. I never been informed about the automatic subscription. They choose the package for me ( there is a cheaper options), they never informed me about my membership that I never used, at least the reminder for the customer. Ever! I had no idea that I'm subscribed to that scam. Also when I checked the account on my name, there was zero credit, after they charged me $78. The only thing I can do is to block this transaction through my bank account. Don't use it! Worst customer service ever!

These are the only guys that are providing this service, and they know it.

No direct customer support (email only), several-hour response time, 12hr cancellation policy (have fun with this if you have a busy/unpredictable life)... and then here come the fees.

I reserved a class and realized immediately that I made it for the same day and cancelled. I get it when the studios lose money and I have been fine with paying those fees, but it took me seconds to cancel and I highly doubt anyone lost anything (for an appt to sit in a massage chair). Eduardo, my customer service specialist, pretty much said weve done you enough favors.

Also, one of the favors that was extended was a waive from a fee that was incurred because the studio didnt check me in.

Think hard before signing up if you sometimes make mistakes and/or might have things come up in a 12h time span. You can cancel but will have to pay a hefty (you guessed it) FEE to sign back up.

I cant wait for the next company to do what theyre doing because, believe me, I will not think twice before switching.

I was a member of ClassPass from when it first began. In those 5+ years, it has changed its business model so many times and each evolution has made it more complicated and decreased its value. I went from having unlimited classes for a set price to unlimited classes at a higher price to limited classes at that same high price to limited classes at an even higher price. It got to the point where the price did not give me enough classes to sustain my active lifestyle. I joined a studio and moved my membership plan to 1 class a month at $15. Two weeks ago, ClassPass changed its model YET again to a credit system where $15 doesn't equal 1 class but 9 credits. The classes I've grown accustomed to taking don't equal 9 credits and I have to buy more credits. In one case, the class cost 14 credits and the additional 5 I needed to buy cost $11. This turns into $26 for one class. How does that work? What is the benefit of me using ClassPass to sign up instead of reaching out to the studio directly? IN FACT if I go to buy this class through the studio, it's $22! How does that make sense? The most frustrating issue is the customer service at ClassPass. Each time I voice feedback, I get robotic, formulaic responses that don't acknowledge what I am saying at all. They DO NOT CARE about the customer at all and it shows. When I went to cancel, I was sent canned responses about lowering to a discount rate and that they hoped to see me again soon with a smiley. There was no interest in my feedback or experience. And I was customer for over 5 years. Completely unacceptable.

I love classpass, a bit expensive but you can really get your moneys worth if you sign up for expensive classes. The rules of it with the cancellation policy for classes are straight forward and it actually helps me be motivated to go to a class that Id otherwise cancel or skip out on. I love the variation of classes. I usually stick to Pilates, spin, yoga and barre but there are allot more out there and different types. The caliber of classes and studios that you go to with this are much better than a regular gym and cheaper than memberships to the studios.

This whole thing is a scam!
My friend and I signed up for this in order to mix up our workouts and try various types of classes in the city. The system is terrible - for the first week I didn't have access to any classes at the studio I wanted yet my friend had access to all of them. After several days of waiting for a response from customer service, they finally "unlocked" the prerequisites that I needed for the studio, even though I had done many classes there in the past. I was finally able to sign up for classes, however I had wasted a whole week waiting for the classes to be accessible to me.

I also had the joys of experiencing sighing up for a class with Class Pass and then showing up to the studio, in which they had no record of me in the class. I was then turned away from the class or would have had to pay a $30 drop in. Such a waste of time driving across the city expecting to be signed up for a class and not have it work because of the system. They also do not have a number to call for these situations, so you have to wait for them to respond over emails for a few days.

They don't tell you that it is a credit system rather than the "10 classes" it is advertised as. Most classes are 4 credits, however many of them are actually 15 credits! We also found that one of us would sign up for a class for 4 credits, and the other one would have to pay 15 credits for the same class! It was like they figured out we wanted to do the class together and would charge one of us more for the class than the other.

Don't get sucked into the trial! It is a waste and such a hassle. Just pay the studios for classes or get a regular gym membership.

This place has the worst customer service on the planet. WARNING! If you are injured or feel hesitant to attend a class, if something comes up, or you miss the class due to bad MTA train service in NYC, you will get charged $20 every single time. I had to cancel two classes and they unknowingly charged my bank account $40.

I have now spent over an hour in a "chat" with a "human" total stranger regurgitating policy structure bull$#*! and trying to get the charges removed. I have had my account for less than 2 weeks and they refuse to waive fees.
They have recommended instead that I take restorative and calming classes and dot their sentences with exlamation marks! And smiley faces :) real obtuse and insulting customer service. Terrible

As well the format is time consuming unless you already know the studios and classes. You want to attend. There are not enough filters or search functions. Their cancellation fee policy is worse than a medical practitioners. Classpass is not worth your time unless you have a specific class in mind to go to.

Be warned that when signing up, it's unclear that they automatically renew your subscription every month. They also don't notify you. I was under the impression when signing up that I was only paying for one cycle due to the language they use.

Then in order to cancel, you have to hop through several hoops. It took a long time and several attempts with customer service to make sure my account was cancelled. They try and prolong the process by asking you if you want other options, making it difficult.

DO NOT FORGET to cancel. They don't refund you for unused cycles. After I realized my account was still active, I had two months of charges for classes I didn't use, and Class Pass refused to refund me.

I recently lost a family member, and I was devastated and didn't go out. After things settled a bit, I realized that I didn't use my classpass classes for my previous cycle. I really needed the endorphins, so I shot an email to classpass asking if they could, as a one-time courtesy, rollover my previously unused classes (and there were quite a few of them). I didn't think Classpass would do it. Honestly, I was just waiting to say, "You guys are jerks, please cancel my subscription." But they did it! They rolled over my unused classes! I was shocked. And frankly, a little moved. I was going to cancel my subscription, but they just earned a loyal customer.

This company is only about the dollar bills. They don't give a $#*! about customer service and they don't give a $#*! about the studios on their platform. They pay pennies to the people who provide the classes on their system but their membership rate is so low that it's gouging small businesses. So that boutique studio you love with the great community will no longer be once CP gets their claws into their cash drawer.
As a student you sign up hoping for a good selection or variety but what you get are the same classes and class types. Studios are so frustrated with Class Pass that as a member you suffer because the studio doesn't want Class Pass members. Good luck! I hope these guys shrivel up and sink into the dirt.