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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:08/28/2023

      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 traveling through ******************* on 07/16/2023, we were approached by representatives from this merchant, who appeared to be airport personnel, about a new program that allows us to pass through passport control and baggage checkpoint without queuing using biometric data. They said the program was free for two weeks and also free by using our AmEX credit card. Since we did not have our AmEX card with us, the representative told us that we could use another card first then pay in two weeks time using our AmEX card when billed. The program is unsatisfactory as the persons directing us led us to two additional checkpoints, resulting in slower passage vs. faster. Two weeks later they charged our credit card without further notification of billing. We believe we have canceled our paid membership but it is only through an automated phone call. We have emailed CLEAR twice with no further response. They have charged us $259 and apparently since we canceled after the trial two week period, we would be charged a cancellation fee and prorated fees for the active period. We are still awaiting any communication from this company and any refund. I have asked our ************* card to dispute the charge since we feel duped into this service. We have asked them to remove our personal data from their systems and databases and are still awaiting confirmation.

      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

      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 determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       My complaint has been partially resolved as our payment was refunded and my request for personal data deletion was confirmed by email. However, Clear would not delete my husbands personal data based on my request and he had to send his own email to request this. To date he has not received confirmation.

      To the customer, us, this has been a hassle.

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ****** ***




       

      Business Response

      Date: 08/16/2024

      Hi ******! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.

    • Initial Complaint

      Date:08/24/2023

      Type:Service or Repair 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 August 7, 2023 as I walked through the ********* *** airport representatives from CLEAR STOPPED ME ( JUST LIKE PERFUME SALESMEN AT A DEPARTMENT STORE.) THEIR BYLINE WAS GET CLEAR COVERAGE FOR FREE IF YOU HAVE AN **************** CARD. They claimed I would have clear designation for THREE years with zero charge and have my **************** card debited for $189 on August 7, ****. I confirmed the terms. SINCE I HAVE **************** AND TRUSTED THAT ANYONE THEY WERE AFFILIATED WITH WAS CREDIBLE, I STOPPED AND SIGNED UP BY GIVING THEM MY **************** CARD AND MY BIOMETRIC INFO. THEN THEY SAID, " IF YOU ARE MARRIED, YOUR HUSBAND CAN RECEIVE CLEAR DESIGNATION FOR FREE AS WELL." ONLY AFTER I GAVE THEM HIS INFORMATION DID THEY TELL ME I WOULD BE CHARGED $70 (UNTIL HE FLEW THROUGH AN AIRPORT SIGNED UP AND GAVE HIS BIOMETRIC INFORMATION THEN THE $70 WOULD BE SUBTRACTED). They said there was no deadline for him to do this )FAST FORWARD TO AUGUST 22, 2023. I WOKE TO FIND OUT MY **************** CARD WAS CHARGED $259 IN THE MIDDLE OF THE ****** I CALLED **************** IMMEDIATELY WHO BASICALLY TOLD ME I WAS ON MY OWN TO FILE A DISPUTE ONCE IT PROCESSED. IT IS FUTILE TO TRY TO REACH CLEAR VIA PHONE OR CHAT AS THE PRESENTED OPTIONS DO NOT ADDRESS MY ISSUE. IN MY OPINION, THEY SCAMMED ME WITH DISINFORMATION, CHARGED MY CARD WITH NO PRIOR WARNING OR EMAIL AND HIDE BEHIND A WALL THAT MAKES IT ALMOST IMPOSSIBLE TO ADDRESS A CONCERN. IN MY OPINION THEY STOLE MY MONEY. AND AGAIN, I REITERATE THERE WAS NO NOTIFICATION ABOUT THE CHARGE NOR AN EMAIL WHEN I PROMPTLY CANCELED CLEAR. Add to this the fact that these Seedy people now have my fingerprints and eye scan. Their being set up next to security gave them credibility in my eyes. Please protect the public from these untruthful opportunists! I want my money back, assurance that my biometric information is canceled and an apology. Also very disappointed **************** aligned themselves w them.

      Customer Answer

      Date: 09/18/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Clear has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:08/14/2023

      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.
      Received a free trial in June 2022 thru Amex, paid for an ANNUAL membership in October 2022, yet CLEAR cancelled my ANNUAL membership that I paid for IN OCTOBER 2022 not a full year later IN JUNE 2023 and keeps trying to force me to pay to renew. I PAID FOR A YEAR IN OCTOBER, MY MEMBERSHIP SHOULD BE ACTIVE THRU THE FOLLOWING OCTOBER. This is illegal and a scam.

      Business Response

      Date: 10/11/2023

      Hi *******, 

      Thank you for choosing CLEAR and being a valued member. 

      We wanted to reach out to personally apologize for the poor experience that you've had with our team regarding your membership. We aim to provide a frictionless experience every time that you travel with us, as well as when you work with our team. Our leadership team did reach out to you via email on 9/13/23 to assist with your concerns and to provide a resolution. 

      Please feel free to reach out to ******************************************* if you have any questions. We hope to see you in the CLEAR lanes soon. 

      Best,

      Business Response

      Date: 10/11/2023

      Hi *******, 

      Thank you for choosing CLEAR and being a valued member. 

      We wanted to reach out to personally apologize for the poor experience that you've had with our team regarding your membership. We aim to provide a frictionless experience every time that you travel with us, as well as when you work with our team. Our leadership team did reach out to you via email on 9/13/23 to assist with your concerns and to provide a resolution. 

      Please feel free to reach out to ******************************************* if you have any questions. We hope to see you in the CLEAR lanes soon. 

      Best,

    • Initial Complaint

      Date:08/10/2023

      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.
      Date of transaction: August 10, 2023 Amount the business took from me: $189 Business committed to provide me: A free trial of CLEAR and that I will not be paying anything out of pocket. It's a free service that CLEAR wants to provide to travelers to get people interested.Nature of dispute: It has been a few weeks now and I see that CLEAR took $189 from my account. I was never told that $189 would be taken from my account. If that was the case, I would've never agreed to let this man take me out of line for TSA. But he tricked me stating it was a free trial run that they were doing. I didn't sign up to be a member or anything so it bothers me that they took my card information as well when I don't even have a membership.Resolution: CLEAR support will not answer any calls or emails. I will also not be making a membership account to deal with them because I refuse they get anymore information out of me.Account/Order: I don't have a membership yet received an email stating "welcome to CLEAR Plus" and at the bottom is small letters "This is a transactional email related to your membership". First of all, doesn't state the amount they took until I looked at my bank account. Second, I don't have a membership yet they state that I do. I just really would like my money back since this clearly was a scam. This shouldn't be allowed in airports. And the workers should not be allowed to withhold information like this from travelers. As if plane tickets aren't expensive enough. No worker should falsely go up to a traveler and allow this scam to go on.Please assist me in any way. Thank you.

      Business Response

      Date: 08/16/2023

      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 8/16/23 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:08/10/2023

      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.
      My family and I was stopped by clear representatives to sign up. Everyone signed up and was approved for clear except me. I was never able to get through the details of the clear check so I had to wait in line with the rest. Now, Im being charged when I never received any services from clear. When I call to cancel, There is no memebership to cancel. I would like a refund and my information deleted so this doesnt happen again.*** also tried calling **************

      Business Response

      Date: 08/16/2023

      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 this charge and process a full refund on 8/10/23 and can confirm that the 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:08/09/2023

      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.
      I randomly had a charge from Clear Me on my credit card for $189.00 and I never signed up for this service. I see other people have experience the same thing. It took me waiting for quite a while to get someone on the phone to initiate a reimbursement. I'm TSA approved, so I've have deliberately avoided ClearMe and their aggressive sales people at the airports, so I have no idea how this charge even happened.

      Business Response

      Date: 08/16/2023

      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 8/9/23 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:08/07/2023

      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 was told the free trial for Clear was a month and not told at all what it would cost, and a $189 charge shows up on my credit card. Their sales people are evasive and duplicitous and just acting as if they are expediting you through security.

      Business Response

      Date: 08/16/2023

      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 8/16/23 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

      Customer Answer

      Date: 08/23/2023

      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.  HOWEVER, I urge CLEAR to change their business practices and airport authorities to reassess their respective relationships with CLEAR and CLEAR's access to airports and passengers. 

      Sincerely,

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



       

    • Initial Complaint

      Date:08/04/2023

      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.
      A $329 charge appeared today,8/3/23 in my checking account for ********************. I have no idea how this company got my bank information as I never authorized any sort of payment. When I flew out of ****************** in ******* on 7/20/23 a young man started giving me a pitch for Clear, taking my picture in this machine, explaining what it was. Never mentioned a cost to this, I never handed over any credit card. I never filled out any application.After reading about Clear after I arrived in ******* I decided I couldnt afford it(am widowed and retired) and dont travel that much anymore to justify the cost. Im furious that this company uses these shady methods to drum up business. I filed a complaint with my bank also. This charge, if not removed immediately, will overdraw my account.

      Business Response

      Date: 08/16/2023

      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 8/5/23 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:08/02/2023

      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 July 22, 2023, I was billed $249.00 on my **** credit card by ************. I never signed up for anything with ***********. I do not want to have my credit charged again by ***********. I want my $249 refunded to my credit card. I never signed up for any service they provide.

      Business Response

      Date: 08/02/2023

      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 8/2/23 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:08/01/2023

      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.
      I signed up for *********** on July 16th I did not receive any confirmation email only to be charged $189s on July 30th again no confirmation email, no receipt of the charge either. I dont have any account details and Im unable to contact clear. I have sent emails no response and I have tried calling them theyre customer service line rings and puts you on hold without an answer.I would like to cancel this membership and get a refund pls.Thank you for your help

      Business Response

      Date: 08/02/2023

      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 8/2/23 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

      Customer Answer

      Date: 08/04/2023

      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,

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



       

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