Contact ClassPass Support

by Chikac

Was really excited about classpass’s concept and was very excited attending my first 3 classes; then when trying to set up my 4th class I realized the credit amount for the same class had doubled or tripled for the same classes I’d literally been in the week before. There was no warning, explanation etc as to why. I thought maybe it was some sort of glitch and looked up other classes and same thing, all had now become 8/9credits from 3/4 credits the week before. That’s very much a bait and switch. Had really been looking forward to replacing my lifetime gym membership with this but very glad I didn’t cancel my lifetime membership as I’ll be going back to it and canceling this. The lack of transparency leaves much to be desired.

Issue #2; only 10 or your subscription amount of points rollover each month so you can’t accumulate more than double your subscription amount; yet there are services which cost 100+ credits so how does one accumulate that much if you can’t save more than double your credits monthly? This isn’t really explained well in their fine print!! I’d literally been thinking I was “saving” credits for my Bday(April) to go get a full spa treatment that costs 100+ only to find out my monthly payments of $42 since Nov 2021 had been resetting to 21 credits and rolling over 21 credits so the most I ever had was 42 credits at a time!! Smh!!

by Smaing0115

I got a referral from a friend to try the app out. Since starting to use the app, I realized that I couldn’t really make my schedule work because of my work situation.
I checked in the app 10 days before it reached 1 month to see if I need to pay any fee afterwards if I don’t buy more credits. The membership page shows “$0 monthly fee + xx credits” with no disclaimer. I didn’t see any information on the page saying I would be charged $xx on a future date.
I let the customer service know about this feedback after I saw my credit card got charged. They don’t acknowledge the unclear description at all, just kept saying it’s the trial policy. Yes there is policy but still there is a better way to surface that information instead of making it vague on the account page. You don’t provide those kind of information as checking a box, but should help to inform customers more so they can easily evaluate whether they want to keep the service or not. They kept saying that if I downgraded to $10 per month I can keep my credits to try keep me using the service while I am already very frustrated with it. What a terrible customer experience, trapping customers to subscribe.

I like the concept of ClassPass, but it doesn’t suit my work life well. Now after this experience, I will recommend my friends to not use it because of the service.

by Gm44444

I was introduced to this app by my girlfriend to book a boxing class - you get a set number of credits you can use throughout the month at a variety of gyms. Seems simple enough, right? Until ClassPass randomly says classes are completely booked even though in reality they aren’t even half full, they charge “premium” prices (~15 credits a class) for seemingly random classes at times throughout the day, and they don’t allow you to choose your bag spot in the class once you book it. You have to speak to employees at the boxing gym to actually assign yourself a bag, and at that point you’re better off booking through the gym directly.

I wasn’t even able to assign my own bag because I couldn’t set my correct birthday on classpass, and therefore it wouldn’t sync to my boxing account. I was born on the 14th. When I went to select 14th, the value would jump to the 15th. When I selected the 13th, it would stay on the 13th. Again, I had to go in to the boxing gym to resolve this. With these 15 credits a month classpass is charging, you can only take 3 classes a month for $80. Again, you’ll get a much better rate booking through the gym directly. I’m upset I gave them my credit card information because I’ve heard the cancellation process is difficult as well, and I’m expecting random charges. Avoid and book with a gym directly.