ClassPass: Fitness, Spa, Salon Reviews

by Bgubs

I really love this app and am still on it but like others am feeling really frustrated by the credit model. All credits have gone up and again a lot of these classes are not full which creates a dissonance with the premium purchasing options as a customer when you know it’s not actually full, only the seats available for this app are. If this was true dynamic pricing it would work better but allowing studios to set high credit floors ends up leaving classes empty

I usually compare drop in rates vs credits and so I usually buy direct from the studio now instead of premium when it’s cheaper to do that. In addition the dynamic pricing for credits is frustrating because it makes taking classes with friends harder when we have wildly different credit prices for classes(2 vs 10 for example). I am strongly considering just using MINDBODY instead. I know this app is making more money with this feature based off the last report on afterclass and studios are happier but this has become harder for consumers. I also don’t enjoy the fact that the number of times you can visit a studio on non-premium is dictated by what type of membership you have. Finally I hate that this app keeps all of this under wraps and I figure this out talking to my friends .. Thinking this might be my last month...

by Soph.delorett

This is actually one of the worst experiences I’ve ever had with an app or service like this. 1st my roommate sent me her link to download this app so that we could do a yoga class together before she left Los Angeles - I made an account using the link and neither of us ever got the reward for having a friend sign up with her link. She was supposed to receive $40 in credit that never came. 2nd after finalizing the account we signed up for yoga class and within minutes realized the traffic was becoming too heavy and we were not going to make the class on time which had a zero tolerance for tardiness so we both canceled within five minutes or less of signing up for the class. I only recently after reviewing my bank statements realized I was charged $15 for this class. 3rd upon reviewing my bank statement I also found out I was charged $80 through this app when I would’ve absolutely never have signed up for a plan that cost $80 a month and my intention was to sign up for the $50 a month plan being that that was what I could afford – not $80. I only ever used this app to go to one class at a studio that I’ve been to many times and luckily they were able to accommodate me even after they said I was not registered for the class via this app. I am extremely disappointed by ClassPass/service.

by Chikac

Was really excited about this app’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 ClassPass out. Since starting to use ClassPass , I realized that I couldn’t really make my schedule work because of my work situation.
I checked in ClassPass 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 this app, 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 ClassPass 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 this app 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 this app, 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 this app 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.

by EqUiTAtiOnxQuEEn

I received a link to try class pass for free, for about 3 classes. When me and my group of friends signed up, they asked for a credit card which was kind of odd since it did not say anything about being charged after a certain period of time. To our surprise, we were charged $50 with no warning of it for a membership that we didn’t want. We only ended up using 2 classes/10 credits before we were charged also.

Trying to cancel our memberships and get refunds was a nightmare. I went back and forth on chat with the rep for literally 30 minutes, only receiving apologies and them stating they cannot refund me, which then turned into $40 and 10 credits, and finally into a whole refund. First, what kind of business states they cannot refund you when they don’t even tell you they are going charge you? If I knew I was going to be charged, I would’ve proactively canceled my account. Second, why is it so difficult to cancel? It was like jumping through hoops and I felt bad for being stern/pushy but I got annoyed after the 4th time they told me they couldn’t refund the full amount when not 5 minutes before they refunded my friend fully.

I enjoyed ClassPass itself, but this experience was so poor. At least consider notifying new members/accounts they will be charged after x amount of time.

by _truthbetold

this app is not worth the trouble of saving a couple of bucks. Red flag number one, they have no telephone number for customer service. You must email to get in contact with them and they can then take 3-5 days to get back to you! By that time, especially if your concern is time sensitive, it will be too late for them to resolve the issue in a timely fashion. Red flag number two. They also have the worst search capability that I have ever seen. There is also a maximum on the time you can go to a particular place. After that, the points needed to attend your favorite classes will be the total cost that you pay for the month!!! They lure you on in with a free month then it will be problems and issues from there on guaranteed! They also try to blame the studios for why a class isn’t listed on the class pass app schedule but is actually offered at the studio. When you ask the studio why it doesn’t match this app they say they have been trying to fix it but this app keeps changing it and excluding the classes from their offerings. They also try to blame the studio for why the point amount needed to attend more than triples. The studios are also not responsible for this but this app will operate without integrity and continue to claim that it’s the studios. Poor customer service if I have ever seen it!! Don’t do it!!

by Sammaneh

I have had this problem with this app app that whenever I try a new studio that I am not familiar with its location, it takes me to the back ally near the location. They insist on saying that it is a Google Map problem, but I use google map all the time and it is only through their app that I face such a problem. I trust ClassPass to take me to the accurate location of the studios, because so many studios are on higher levels of buildings, or their entrance is at the back of the buildings, so if ClassPass takes me to a slightly different address specially to the ally behind the actual address I think it is their way of directing me to the right door. Not with this app. I have missed or been late for so many classes because of their error. But back then they used to have a gracious customer service who would reverse the charges whenever you missed a class because of that error, but it seems they have decided to go for rude and annoying customer service. Luna, my rude customer service agent, basically told me to go ahead and cancel if you don’t like it. Considering that after covid not many studios are open and the ones that are open have severed ties with this app, it seems rude customer service is a great recipe for business failure.

by Jonathancho

I can completely agree and testify to some of the reviews on this app. Was a fan, but may cancel.

I think it’s great that they give you the opportunity and access to health clubs. However, I made the mistake (a truly novice mistake) of cancelling and re-reserving then cancelling, resulting in two $15 cancellation fees. My wife and I wanted to take a spin class together (our first ever) while we were at work communicating via text. We were trying to book a class but realized that one of us couldn’t because there was only 1 spot left (since it was grayed out). So we were both juggling back and forth, cancelling, re-reserving, cancelling...just to realize - yes there was one spot left. We then ultimately both ended up cancelling and took a different class (yoga 🥵). It was great, hard and tough, but a week later I get 2 x $15 cancellation fees from the spin class we canceled and re-reserved within a span of 15 mins?

Contacted the support team and they only waived 1/2 thus far. I get it, it’s a free trial and the company needs to make money where ever they can, but to realize this situation and see that it truly was a mistake should have better resolutions for people like me. I like ClassPass don’t get me wrong - and I want to continue its partnership, but the customer service part is just eh. Not quite the first impression you want for new users.

by Applejcks

I really liked this app —still do in terms of the convenience it provides and the ability to let people try different studios or gyms without separate monthly bills. However, a recent search filter change that didn’t behave the way as expected resulted in me booking a class at a different location than I had intended. Not realizing it, I went to the studio I thought I booked only to be told it was a different location. I cancelled the class since I couldn’t get to the right location in time and would have wasted additional money. When I contacted support about it, the response was pretty much: “oh well”. I’ve been a member and fan for several years and have recommended this service to many friends and family. To not get some follow up on this was pretty disappointing especially since I had spent about $12 for an Uber to make it to the class on time. So overall, i lost out on $32 because of a UI change and the company won’t even waive the cancellation fee. It’s not a big loss, but I find the principle of not owning up to a the company’s mistake (in their interface) is pretty f-ed up. Customers should not be the ones that pay for that. I’ll be cancelling this membership (of 3 years) if this is how they resolve company-responsible issues.

Side note: other features of ClassPass are cool. The recent addition of videos at home are super convenient! And I still like the activity filter and time filter interactions.

by Rthomasmathews

Pros: you get to try out different classes and gyms for a really discounted rate (per class), no membership/commitment to a specific gym, can be used towards personal training sessions and other healthcare such as massages.

Cons: you can only try a class or gym out 4x max but class pass doesn’t restrict the amount of times you book same class or gym on ClassPass - so unfortunately you are told this by instructor (who needs a certain amount of people per class to get paid and this app people don’t count)when he/she has seen you there 4x or more. If these are the rules, then app should restrict booking same class or gym after 4th time (so that it’s fair towards the instructors); also if you’ve paid for a cycle but get ill which happened to me and are not able to use the credits purchased, instead of rolling it over to the next cycle, you just lose them and start over. This really is unfortunate bc I paid for it and unfortunately lost all 45 credits bc I was unable to work out for 4-5 weeks. Another thing is that once you’ve booked a class, they are not able to refund you the credits if you cannot make it to a class for in case of emergency type cancellations (on the day of) and you could get charged $15 for not attending the class even if you have an emergency. Is there not a way to be able to cancel a class on the day of if you have an emergency and not get charged?

by Livisdabomb.com

I started with a free trial of this app and loved it so much that I renewed for 4 months! I even upgraded my membership last cycle. It was great… until it wasn’t. At first, everything was super affordable and their credits per service/fitness class were amazing. Seemingly overnight, they changed a lot of their structure. Classes that used to cost me 4 credits now cost 7-8 (one at the same studio was even 10!), and my 10 credit manicure is now 14 at the same salon, despite none of these businesses changing their pricing. this app concierge is a joke. It worked great last November, but when I tried to book at the same salon last week I got a response saying they couldn’t secure me an appointment, but I called the salon myself and they were able to take me at that same time slot for the same service without this app’ help. I then tried to schedule a manicure at 3 other salons that were “concierge” service as well, and this app once again told me they couldn’t schedule it for me. That’s fine, but don’t advertise those salons if you’re not even willing to do the scheduling and are too lazy to call the salon to book. I reached out to customer support and they were no help. Now I have a surplus of credits I’m trying to use up because I will not be renewing this service due to the recent changes.

by Ebutxo

Really enjoying this app so far, the value is awesome & the option to try fun new studios & get out of your comfort zone if you like is great while also being able to hit up your favorite go-to studios & classes! However, things I would have liked to know prior is that in the 2 weeks free you get 28 credits & I assumed that would be doubled with the $60/month plan since a month is 4 weeks but you get 33 credits for the month 😕 the value is still crazy awesome & had I known this before, would not have changed my mind about signing up. Second is the cancellation policy, I thought if I signed up but didn’t go, no harm no fowl BUT you get charged $20 for a missed class if you do not cancel 12 hours before the class time or at all. $15 for canceling past the 12 hours & you are able to cancel for free if you know earlier than 12 hours before that you won’t be making it. GOOD news is that you get your credits back with all 3 options! This is in no way a negative review, just a heads up because I can assume that some individuals may overlook those details at first just as I did!

by Khglynn

this app is a wonderful way to try new workouts in your city. I love being able to jump around between studios and activities, and ClassPass makes that crazy simple.

The price is super reasonable for the number of classes you get, however, since the switch to the point system (which I overall love,) it has been way more stressful trying to get the most out of my membership. I know it’s my neuroses, but seeing those few points disappear at the end of the month is killer. It would be wonderful if even a few rolled over at the end of the month (like 3 points on the 3 Class Plan, 5 points on the 5 Class Plan, etc.) It would make getting to the last day of my cycle way less anxiety inducing (even if overall I was loosing the same number of points.)

I’m sure the points dropping off is critical to this app’s bottom line, and I am in no way suggesting they go back to the old system, but a little rollover would go a long way to making their users (see: me and my boyfriend) feel better at the end of the month. And isn’t that the point of this app: to feel better.

by Yay4music:D

this app is awesome, it’s a great service that is affordable. However there are some classes that are astronomically priced credit wise that shouldn’t be and therefore that business lost business from me. I’m not totally sure how classes are credited but there were ones that started as 7 credits that I used to go to weekly but that have recently been bumped to 11 causing me to drop that business. I know that popular classes can be priced higher but I never saw this class become 100% full. I do think that classes at popular studios should remain under 15 credits.
Additionally I do think that there should be more incentives on this app. For example, me taking the time to write this review to improve your business, I could maybe get 5 credits from that. this app doesn’t offer any incentives to its customers which causes them to sometimes drop the service and then switch to the actual studio and pay them directly for perks and whatnot.
Overall however I love this app and will continue to use it. I especially love that I can use it when traveling. But I do wish they my email wasn’t given to studios to use and them spam me.

by Kayklo

-----edit update: this app has helped me resolve this issue. There had been a mistake in filling out the class review option. I tried to avoid filling it out by clicking "missed class" afterwards. I was refunded and it has been resolved. this app is a great app with lots of options to workout at different places- but there are definitely small things like that needs improvement.
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I've had class pass for almost a month now. While I really do like it, for me it's really been lacking in customer service. It's been over 4 days since I contacted customer service about me being incorrectly charged for supposedly missing a class. I specifically remember going to the class, but class pass charged me $20 for missing it. I contacted customer service, and have yet to hear back about what's being done. In another issue , I attended the wrong class and missed the original class, so I was charged $20 again. This yoga studio has 2 locations, and while I was aware of that, I thought that the location on the map for that scheduled class was for that specific location, which would make sense. I had not realized that the scheduled class and location did not match up with each other. I haven’t heard back about this, but I was already charged. My friend, who has the exact same issue as I did because we were together, was reimbursed immediately. I’m just frustrated because I feel like ClassPass would be great if they were more responsive to customers.

by Assouline

I can’t even understand how I existed before it. I now RUN five times a week. In a running class. With an instructor, on a treadmill, to pumping music. Super fun. I looooove being able to studio-hop- where I live in Marin, CA there are so many classes nearby I love being able to see them all in one place and drop in whenever and wherever I am. I have yet to use it outside of California but I can’t wait to take it for a spin when I go back to my old stomping ground of NYC.
So why FOUR stars and not FIVE?? On three different occasions I found unexplained $15 late cancelation fee on my account that was 100% not within the last 12 hours. If it is within the last 12 hours I’d just let the credits charge rather than cancel a class. None of these times did the message on the screen said I will be charged a late fee, it only said I will be refunded the credits. What’s most upsetting that I was charged one late fee for a free class. Seriously. 0 credits class and I was charged $15. Unfortunately I only caught one on time to have it refunded. Very upsetting to know I have to check my billing page for such “errors”. Algorithms don’t slip- so this is somehow built in which is so upsetting and not OK.

by Queengirly

Here’s My thing about class pass !
I actually really love it. However I wish they offered more diversity in sections like Dance. When you go to event-brite you can get dance classes such as as soca, Caribbean dance, Spanish dance, hip-hop, pole dancing and so much more taught by independent teachers. I noticed class-pass dance section is limited. However I’m already paying for a workout platform though so I should be able to take a dance class on the workout platform that I’m already using and have the ability to choose from different types of dance classes. It would be nice if class-pass found a way to work with diversity of independent class teachers without also ripping them out of money of course ! There’s so many independent teachers out there renting studios to teach their classes, if there was a way class-pass could get more of those teachers on their platform that’d be amazing. The more diversity the greater it becomes !
Also, for people that are budget friendly and really want to continue to use class-pass instead of people being subscribe AND THEN CAN ADD MONEY, there should just be an option where they can freely add credits as they go without a subscription. Class-Pass is a great thing but just cause it’s great doesn’t mean there isn’t room for improvement !

by Cherwonky

I started using this app almost a year ago and it has completely changed my relationship with working out. I’ve always needed something that stuck and that would keep me coming back and was really struggling to find that until I got this app. Using ClassPass has helped me with accountability and makes working out fun! My schedule is always changing, so I love being able to view what my options are from early mornings to late nights in my area. I’ve also formed a great sense of community. I love meeting other ClassPassers and have gotten several of my friends hooked on ClassPass . I’ve gotten to know studio owners, and through this app, I ever got trained to be a spin instructor by an owner of an indoor cycling studio which I had been spinning at for several months thanks to finding it on this app! I’ve also gotten to workout in 4 other cities thanks to this app! It’s nice knowing that even on vacation or a weekend trip to NYC, I have places I can drop into. Another perk to this app is the flexibility with monthly credits. I’ve been able to adjust my plan based on what else I have going on that month. I could go on and on about how much I love this app. I had helped me become the strongest version of myself both physically and mentally 💙

by Michael Dean

Most of the poor reviews just didn't seem to understand how to use the class pass membership but it's not hard and ClassPass is almost flawless (which is what the review is supposed to reflect). I find it so quick and easy to find and book my classes and I can see what my workout buddy has booked too and can just select that to book if I want. I've recommended ClassPass to so many people.

On top of this, I love the variety and ease of use of Class Pass. They try out new systems and types of membership but they give you plenty of notice and you don't have to be a beta tester if you don't want to. They also throw in extra credits regularly for free. I have found many great studios and I have them on regular rotation (can favorite them in ClassPass ). I try new ones as they come too. It makes me more adventurous and mixes things up. Compare the membership to the price of a barre studio membership and you'll see it's a good deal. Plus I'm not tied to one workout. I get so much variety. I can do boot camp, bikram yoga, barre, spin...no dull routine.

by Zing20

Up until recently, I would have rated this app 5 stars but with the role out of the new credits model, I have had some concerns. I was part of the credits pilot and during the pilot period, the program worked really well. I never really benefitted from classes being worth less credits b/c most of the ones I take are 7-9 credits and so I didn't really have enough to make an 11th class but I was very happy to be able to take 10, which usually I rarely ended up taking all of them. But with the role out, there is a new "premium spot" feature, which was never part of the pilot and frankly, is absurd. This past Sunday evening a Fhitting Room class was available for 24 credits...that's ridiculous. I could just go and pay the full price. Whats the point of using this app? Y7 is another studio I love but is now 15 credits. Row House is also more than 9 credits and I can promise you that I have been to many of the 5:30 classes and they are at least half empty, if not more, so I have no idea why someone would pay more than the already high (I think 9 is a lot for that class) credit amount for a "premium spot" in that class. I understand that you need to make your model work but 24 credits for a class is ridiculous. I am strongly considering discontinuing my membership.

by PnotB1234567

ClassPass seems to work fine but I cannot recommend the actual service. In the guise of updating their model (from the unlimited classes to the capped classes to the different rollouts of the credit system) this app has consistently raised the effective per-class fee so that the value of the program is a fraction of what it was. Despite this app’s claims that their new credits program did not signal an increase in pricing because credits allowed users to reserve “spots” in the classes that were not previously available, an eyeball of the class-available scheduled shows the lie in this. At my favorite two studios, for example, classes used to be available for 7 or 8 credits, but since the last program update, I have NEVER seen a class available under 12 credits at either. And I know this isn’t because the 12-credit seats are “premium” or that the times are particularly in demand; every single class is listed as costing 12 credits as soon as they become available for reservations and thus the 12-credit price isn’t a reflection of increased demand but just set higher initially. Along with the many increases over the years, I am now paying twice as much for half as much. The lack of transparency about this is really disappointing.

by HumbleNickname

I know, this review looks and sounds like maybe a PR bot wrote it. I assure you this is a real person. I’m writing because after reading so many reviews from people who claim that they are dissatisfied with this platform, it’s really clear that they are not using it right. I had the same problem - as a person who travels frequently, it’s great to be able to drop in to exercise classes in the geographies where I will be at different times. The interface has continued to improve and when I had any questions about using it, the problems were very quickly resolved by customer service. As a user of Airbnb, Lyft, and other platforms in the shared economy, it’s really awesome that this exists. Speaking of customer service, they have been very helpful and patient with me even when a couple of issues I encountered were user error on my part! Oh also the quality of the classes have been just amazing as well