ClassPassReviews 247

I've been a longtime ClassPass user and recently missed a class because of unexpected police activity around the studio that I was trying to go to. I was charged a $28 late cancellation fee. The studio refunded anyone who purchased classes directly from them but because I booked through CP, they told me I had to go through CP. I contacted customer service and told me they would not reverse the late fee because I "should have planned better." Super inflexible policy and total lack of consideration for their customers.

So once you buy a membership the number of points for any given gym can change dramatically so you could actually end up paying more for classes than the walk in rate or the discounted rate you'd get with a regular membership to a gym. I talked to one Pilates owner and she said students regularly pay more than her walk in rate by using ClassPass. ClassPass's response is that they can't tell you how many points anything will cost because they throttle the prices depending on how often you go or what time of day.

Trial credits do not rollover once you start paying which is a bit of significant fine print. It feels like a pretty shady policy designed to capitalize on people assuming the intuitive thing which is that they will rollover. If someone assumes that, then they are much more likely to want to pay for at least a month to keep those credits. Once they have paid for that month, it's better for ClassPass' bottom line to take those credits away assuming that on average it doesn't affect user retention too much. So it makes sense from a money side, but it's shady as hell.

Classpass is a total fraud. Recently I signed up for a free trial that only lasted one day before I was informed that they were going to cancel the trial. They said their "fraud" systems detected that I had signed up before and thus was not eligible anymore. But I have NEVER signed up with Classpass before, and even when I informed customer service, their only response was they couldn't check it due to privacy laws and asked me to sign up for a paid membership. Despite me replying several times that there must have been an error, they don't bother.
Stay away from Classpass, all they see is money and have no sincerity to help customers check errors.

As a business owner and classpass partner, I would NOT recommend! Within 2 days of using classpass it has already been a horrible experience for us. Members who would've joined our business decided to join classpass instead because they make sure that it's cheaper and they allow unlimited access to our studio. I have contacted classpass to opt out probably 10 times in the last 72 hours and have no received a single response. They purposely ignore you so you are stuck with them. Horrific customer service.

I liked the flexibility of ClassPass until they had a glitch and stole my $$. I tried to use the credits I purchased and the app would not allow it. They then deleted my credits and then they took my new credits with the monthly renewal. I immediately contacted their customer service via email but they did not respond I then spent almost an hour on chat only to finally get a partial credit back. What a disaster! I

If you book a reservation that occurs within your next billing cycle, they will deduct the credits from your current cycle and also in your next billing cycle, the month that the reservation takes place. I've lost a lot of credits this way, over $50 worth. I've talked to customer service and they've said that credits will only be deducted from the month the reservation takes place but its not the case from what I've seen; they deduct credits immediately when you book no matter when the reservation takes place and also during the next month if your reservation overlaps. Customers aren't allowed to cancel appointments within 12 hour before it takes place but somehow, businesses are allowed to cancel your appointment anytime they want-- I had a business cancel my appointment 20 minutes before it was scheduled, and I had already made the effort to travel down and was going to reach soon. Wrong prioritisation and its clear that they only care about making money.

I signed up with Classpass in hopes to save a bit on classes at the studio I attend. This app by far is too premature to even be on the market. I was constantly being incorrectly billed and credits were missing from my account. To say the least, customer support didn't do anything let alone hear me out. I had proof in the form of emails and credit card statements but Classpass didn't do anything to rectify the issue or even provide half of a solution. In stead they repeatedly mentioned my comments would be considered as feedback. I had to connect with my credit card company directly to dispute the transactions. Don't waste your time on this app just go direct to the studio if you don't want to be ripped off.

I signed up for the free 14 day trial through a friend's referral link -- 53 free credits sounded like a great deal. However what they don't tell you is how difficult it actually is to find a class to sign up for within that first week of your trial. Realistically, you have to reserve a class a week out and you can't book too far in advance either. The reservation schedule opens up week by week, so you have to keep checking back and things book up quick.

Eventually, I was able to reserve a couple classes. BUT I found out even though I reserved them during my free trial, my free credits won't apply because they only deduct the credits from your account when the class actually happens (which was after my trial would be over). So basically I was only able to attend one class during my trial and the rest of the credits were a lost cause.

Also, their support team seems lost and unfamiliar with their own policies. Anytime I got in touch with live support to ask a basic question about my membership, it took them forever to find the answer. If they're so confused about their own policies, how do they expect customers to understand them?

Class Pass has double booked my business then refused to take responsibility or even resolve the issue with their horrible customer service. Finally got a manager email taking days and still no resolution.
Payment practices are Shady they don't include list of customers they are paying you out for so good luck knowing if they are actually paying you correctly.

I canceled my membership but was still getting charged...I talked with customer service about a refund but they were no help. I asked to talk with a manager or someone else. They said someone would be in touch within 48 hours. Never heard back. When I tried to log back into my account they had completely taken it down so it didn't look like I had even existed. I had to go through my back to get money back. Stay away.

They will charge you without adding any additional credits and customer service is not helpful at all when reaching out. Do not trust this company.

This was probably one of the worst customer experiences I've ever had. I canceled my account and didn't get to continue access until the end of my billing cycle as stated in the terms and conditions. The rep thought I wanted a refund and I wanted to finish out my billing cycle. They said there was nothing they could do and were really combative. I don't recommend going thru them - I would much rather go thru the gyms themselves and support them directly.

Terrible customer experience. They just charge your CC and won't refund your money for any reason.
Also, gym owners hate when you come in with class pass and give you either different treatment or try to convince you to get a membership at the location.
Classpass is just there to take your money

Shady business practices, they mischarge, and overcharge. I signed up for a 1 month trial and they used a bait and switch tactic to extort money out of my account. I literally went to 1 class and they charged me a full month membership fee on my 2nd class. This is shady and untrustworthy. Not to mention the class credits are so ridiculously hight, some classes 9 or 10+ credits. Honestly you are better to just pay the fitness studios directly because they take advantage of the studios too. I will never use ClassPass again. I cannot agree to giving my money to a business that I cannot trust with my credit card information. On top of that, if you do have an issue - good luck getting a live person. I have gone back and forth over inept customer service emails for the past week and have accomplished nothing but wasting my time and money. Also, if they wrongly charge your card, it is next to impossible to get a refund from this business.

Run from this company! They are sneaky and will continue to charge your cc even though you have cancelled membership. They will not refund your money even though it was their mistake. I would never do business with them again.

I faced that I can pay $89 every month and don't get my credits, because of their "rollover " program. This is ridiculous, because basically I'm paying for the air. I want to use by the end all my credits and cancel my membership. I would never again use this app.

You don't get much of a discount, if any.
If you don't use the credits, and you don't want to pay the next month, you just lose your money.
They have no phone number to connect with customer service.
Booking for reservations takes days to be confirmed.
I would not recommend this at all.