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Business Profile

Security Consultant

Clear

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Consultant.

Complaints

This profile includes complaints for Clear's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Clear has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Clear

      65 E 55th St Fl 17 New York, NY 10022-3414

    • Clear

      85 10th Ave Fl 9 New York, NY 10011-4768

    Customer Complaints Summary

    • 359 total complaints in the last 3 years.
    • 132 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On mobile, its not possible to update your credit card information. There is only a section for updating your existing card information. When contacting ***** by chat, the agent was insanely rude and acted like I was a moron, not responding, not caring that their mobile site isnt working as expected, then kept copying and pasting Thank you when I asked when I would hear back. CLEAR, you can do better in the people you hire. Pull this chat and see what Im referring to. The agent then ended the chat with Since I havent heard back from you even though I sent a message just a second before. Classic and unprofessional. Chat was on September 12th around 8pm CST.Please delete the card on my account so I can add a new card number on mobile. Horrible customer support for a paid service.

      Business Response

      Date: 10/11/2023

      Hi *********, 

      Thank you for choosing CLEAR and for taking the time to share your feedback with us.

      We aim to provide a frictionless experience every time that you use our services or work with our support team, and we deeply regret that this was not the case for you. We are highly focused on improving the overall support experience and ensuring that our team provides the best service possible. We can assure you that this has been reviewed with all of the appropriate teams and we have provided coaching to the team member who assisted you. 

      We are glad to see that you were able to update your credit card, and we look forward to seeing you in the CLEAR lanes soon. 

      Best, 

      CLEAR

    • Initial Complaint

      Date:09/12/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I tried the service (to get through security at ****** quicker) and was told that all I had to do was cancel it before the free trial month was over and I would not be charged anything. Well, I canceled it immediately after passing through security which was on July 26, and yet I was charged $189 on August 10. This was disconcerting both because I had already canceled the trial service, but also because the charge never should have been made, even if I had continued the plan, until the 26th of August.

      Business Response

      Date: 09/13/2023

      Hi ****,

      Thank you for taking the time to share your experience with us.

      We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that our support team was able to process a full refund on 9/11/23 and we can confirm that your account has been cancelled. You will not receive any further billing from CLEAR, and the refund will be available on your end within 3-5 business days from the issued date.

      Please feel free to reach out to ******************************************* if you have any other questions or concerns.

      Best,

      CLEAR

      Customer Answer

      Date: 09/19/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have noted the refund to my account. That said, please review your MO as i see that i am far from the only one who has this issue- almost as if it is your practice to knowingly deceive and count on the one person in three who never pays attention whatsoever to their charges and as such never realize they are paying for your service without wanting, needing, or using it. Otherwise, i find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *************************



       

    • Initial Complaint

      Date:09/12/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 9/10/23, I received an invitation from LinkedIn to verify my identity with a company called Clear. After taking a personal live photograph of me and collecting photos of my Drivers License, this company alleges that they cannot verify my identity because I don't have ****, ******* or ********* I read several complaints that this company simply takes money from bank accounts without any permission. I want a written letter stating that they will not be taking any money from me and also that all of my data has even cleared from their system and not sold to any other third party.

      Business Response

      Date: 09/13/2023

      Hi ******,

      Thank you for taking the time to share your experience with us.

      We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that our support team was able to confirm via email that your request for the removal of all personal information was fulfilled on 9/10/23. You will not receive any billing from CLEAR.

      Please feel free to reach out to ******************************************* if you have any other questions or concerns.

      Best,

      CLEAR

      Customer Answer

      Date: 09/19/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *************************



       

    • Initial Complaint

      Date:09/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 9/10/2023, I had a flight out of ******* airport to *****, **. Alaska Airlines, flight number ****. I was offered an opportunity to skip a long security line at ******* airport from a Clearme representative. I was given 0 context, just asked to walk over to the kiosk next to this rep. ** I was walking over there, I observed this rep aggressively saying to other people (at the kiosks) that if they aren't smart enough or quick enough to just do what he says, they can get back in the long line. Every time someone asked a question to him, he immediately got defensive and yelled at them to get back in the long line like they had wasted his time.This Clearme rep offered 0 context into what I was signing up for, gave me no initial information about what Clearme is and what it can offer me - he simply pushed me through the registration process as fast as possible and practically shoved me out of the way so he could sign up another person. Long story short, they didn't inform me what their organization, why they were collecting my personal, biometric, and financial information. Yes, I could have said no or turned around after I saw how aggressive he was, but I was desperate to skip that long line so I could make my plane in time to fly home and see my family. I was also afraid of being publicly berated in front of everyone else like the few people I saw before me. I had to look up Clearme to find a website and a login page to create an account on (nobody told me to do this, I proactively started researching because I felt it was a scam), just to find out that they were planning on charging me $189 after a week or two without me knowing (I cancelled my subscription).However, this organization is using unethical, bully-like tactics to take advantage of unknowing consumers who simply want to skip waiting in line. I personally experienced it, and saw it happen to multiple other people. I'm a marketer myself, you guys should know better.

      Business Response

      Date: 09/13/2023

      Hello ******,

      Thank you for taking the time to share your experience with us. 

      We aim to provide frictionless travel experiences every time that you use our service, and we deeply apologize that this was not the case during your enrollment. We have shared this feedback with our leadership team to ensure that this is addressed, as we are constantly focused on enhancing the member experience. 

      Please feel free to reach out to ******************************************* if there is anything else that we can do to help. 

      Best,

      CLEAR

    • Initial Complaint

      Date:09/11/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      When I was at the airport, they offer me free clear as long I have an **************** card. After few month I found out they not going to refund my $189 because I didn't have plat **************** card. I was on the call with the Clear issue, they only refund 124 and refused to refund the full 189. When I call the customer service person she refused to transfer me to her higher manager. they are liers and steal the money from your bank account.

      Business Response

      Date: 10/11/2023

      Hi *********

      Thank you for taking the time to share your experience with us.

      We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that our support team was able to process a full refund as of 9/13/23 and can confirm that your account has been cancelled. You will not receive any further billing from CLEAR.

      Please feel free to reach out to ******************************************* if you have any other questions or concerns.

      Best,

      CLEAR

    • Initial Complaint

      Date:09/11/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 9/1/2023 my family was walking through TSA and their salesperson (who looks exactly like TSA), says that the clear program is a new program they are giving free trials for. She proceeds to rush us through the process filling everything out for us and telling us the credit card is required to be on file but WILL NOT BE CHARGED IF WE CANCEL BEFORE THE FREE TRIAL RUNS OUT. I get to my gate and already have a $189 charge. I reached out to the online chat on their website. Gave all info. They emailed me to confirm. I sent all requested info. Two weeks later still no reply. They are committing fraud and scamming people in the airport TSA line.

      Business Response

      Date: 09/13/2023

      Hi ******

      Thank you for taking the time to share your experience with us.

      We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that our support team was able to locate the charge in question and provide a full refund on 9/10/23.

      Please feel free to reach out to ******************************************* if you have any other questions or concerns.

      Best,

      CLEAR

      Customer Answer

      Date: 09/15/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *************************



       

    • Initial Complaint

      Date:09/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have two accounts with CLEAR and I am seeking to get a refund on one of my accounts because I do not need to have two accounts with this company. They make it impossible to get in touch with to clarify your information, and want you to use the online chat, but that doesn't help me. I am just trying to get a refund on my account.

      Business Response

      Date: 09/13/2023

      Hi *******,

      Thank you for taking the time to share your experience with us.

      We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that our support team was able to process a full refund for your duplicate account on 9/8/23.

      Please feel free to reach out to ******************************************* if you have any other questions or concerns.

      Best,

      CLEAR

    • Initial Complaint

      Date:09/08/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The company offered free-trial subscription. I declined the service and was still billed $189 on 8/22/23. I immediately emailed the company because I didnt see the charge until after the customer service department closed. I called the next morning to get refund, which was 8/23/23. I received an email on 8/23/23 stating the refund would be processed in 3 to 5 business days. It is now 9/7/23 and no refund. I have called 3 times since my refund request and keep getting the runaround. Initially I was told I needed to wait until noon of the 5th business day. Then I was told on the second call to submit my bank statements to confirm I did not receive the refund which made me extremely angry and I refused to do it. I told them I would rather make a complaint to the BBB and any other complaint forum I find. Then I received an email a few days later stating my payment information has changed in the system and I needed to update it to get my refund, which it has not. The payment details are the same as when they fraudulently drafted $189 out of my account in a split second but taking a month to refund it. This is utterly ridiculous. The way they handle incorrectly billing issues is tantamount to how they will handle our personal information. They should be out of business. I would never use their services and will never recommend them.

      Business Response

      Date: 09/13/2023

      Hi **********,

      Thank you for taking the time to share your experience with us.

      We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that our support team was able to process a full refund on 9/8/23 and can confirm that your account has been cancelled.

      Please feel free to reach out to ******************************************* if you have any other questions or concerns.

      Best,

      CLEAR

      Customer Answer

      Date: 09/17/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ****************



       

    • Initial Complaint

      Date:08/31/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Cancelled during the trial period so should not be charged anything more than the cancelation fee of $30 and not the $189 due to their website and process. Filing this report to get that straightened out as I have not received a response as well as to hopefully expedite a response on my account and personal information deletion as the only way to do that according to the site is by sending an email which I also have not received a response for. So I would like a response from the business to get those sorted out if possible.

      Business Response

      Date: 09/13/2023

      Hi *******,

      Thank you for taking the time to share your experience with us.

      We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that our team was able to assist with the cancellation and data deletion request. You will not receive any billing from CLEAR.

      Please feel free to reach out to ******************************************* if you have any other questions or concerns.

      Best,

      CLEAR

    • Initial Complaint

      Date:08/28/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      CLEAR agents try to get me to sign up for CLEAR on 8/6/2023 at a ***** Airport near TSA PRE-CHECK Stating that Ill go through the security checkpoint easily. They then left at 8 pm and there was no CLEAR counter anymore. I was also told that their line only reaches TSA and has nothing to do with them. It was midnight and by the time I canceled it, it was 8/7/2023. I contacted the privacy department and provided my information to remove all my sensitive information from their database and cancel my subscription. They then told me that the information that I had given was incorrect, which was not true and refused to cancel my subscription. Yesterday I was charged $189 for subscription CLEAR is a scam MISLEADING PEOPLE TO THINK THAT THEY CAN GO THROUGH security without much hassle. Their CLEAR line only ends at TSA pre-check. We still have to take off shoes, laptops etc.PLEASE REFUND MY MONEY$189!!!I disputed credit card to hold payment!!!!

      Business Response

      Date: 09/13/2023

      Hi *****

      Thank you for taking the time to share your experience with us.

      We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that our support team was able to process a full refund on 8/26/23 and can confirm that your account has been cancelled and that your request for the removal of all personal information has been fulfilled. You will not receive any further billing from CLEAR.

      Please feel free to reach out to ******************************************* if you have any other questions or concerns.

      Best,

      CLEAR

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