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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.

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    • 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

    • 358 total complaints in the last 3 years.
    • 131 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/24/2023

      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.
      At the *** airport, I was told by a staff at CLEAR that I was going to pass security check for free. I was never told to cancel any type of form through clear and when he saw that I already had an account with them, he said he would still allow me to do it for free since he provided me with their information. 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 and it was not even a charge from when I was in the airport on july 5th. I need my money back because this is not a charge that was ever agreed from my end. I just needed to get through security at the airport and was told that I was going through for free through their line. The man secured me by saying it would be free for me.

      Business Response

      Date: 07/27/2023

      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 7/27/23 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:07/10/2023

      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.
      This was a trial. Done at airport. Canceled immediate as it did not even work. I was told would not be charged. 2 weeks later charged 249 on my cc. Big scam

      Business Response

      Date: 07/27/2023

      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 7/7/23 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:07/06/2023

      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 purchased a Clearme service over 2 years ago and they charged my account without notice. The charge was for $179.00 which resulted in an overdrawn balance from an account that I had dormant. I found out later and the bank closed the account further hindering me in my banking needs. Clearme says they sent out an email notice. I don't believe that constitutes an authorization to charge my account. I did not agree to auto renewal of any kind. Very porr business practices on the part of Clearme.com Time to open the Fraud claim with US Bank Clearme has agreed to a partial refund but that is not good enough.

      Business Response

      Date: 07/27/2023

      Hello ****, 

      Thank you for taking the time to reach out and share your feedback with our team. 

      We apologize for any confusion and for the unexpected billing. All CLEAR members have the ability to manage their auto-renewal settings by using our mobile app or visiting my.clearme.com to log in to your online portal. We can confirm that a member of our team has reached out to you to outline a resolution to your concerns. 

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

      Best, 

      CLEAR

    • Initial Complaint

      Date:07/05/2023

      Type:Sales and Advertising 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.
      Sales person at the airport said there was no charge for the service

      Business Response

      Date: 07/27/2023

      Hello ******, 

      Thank you for taking the time to share your feedback with our team. 

      We aim to provide a frictionless experience every time that you use the lanes, and we apologize deeply that this was not the case for you, as well as for the unexpected charge. We can confirm that your charge was disputed as a chargeback and that the bank has taken back the funds. Please reach out to your financial institution for further details in regards to your reimbursement. 

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

      Best, 

      CLEAR

    • Initial Complaint

      Date:06/30/2023

      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.
      Employee assured me this was free. Made me uncomfortable by making sexual advances and getting inappropriately close to me during the sign up process. Took so long that I nearly missed my flight. Was just charged $250 from the company. Absolutely ridiculous.

      Business Response

      Date: 07/27/2023

      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 can see that your account has been cancelled as of 6/30/23, and that the original charge attempt was declined. 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:06/28/2023

      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 found fraudulent activity on my credit card, charged $189 from a company I dont know. After searching the name on ****** I found what that company is. I had not intention of signing up for Clear services and had no idea that happen after that. A lady in SOF told nothing important about fee, gave me nothing, any piece of paper, that informs me about membership. I hadnt known even who is she, she was like a rep. from TSA. I was charged $189 without any authorization two weeks after I met her. I already disputed that charge with credit card company. Now, I want Clearme.com to delete all my information, and if I am member of Clear already without intention. I am not supposed to be member of them. I want Clear to cancel my membership with no charge.

      Customer Answer

      Date: 06/29/2023

      Better Business Bureau:

      I had exchange some email with Clear.  Eventually matter has been resolved.

      Because of your informative website, I can solved the problem.  Thank you a lot.

      Because of my limited English skills, I wonder if I made a right steps to communicate with you.

      Anyway, im satisfied with Clear solution so far.

      Sincerely,

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



       


    • Initial Complaint

      Date:06/26/2023

      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 05/19/2023 at *** airport,I was told by the the CLEAR sales rep that I can cancel my free trail within 7 days of signing up. I canceled the free membership on 05/22/2023. Today 06/23/2023 I noticed on my online banking that I have a pending charge from CLEAR in the amount of $189. I would like a full refund.

      Business Response

      Date: 07/27/2023

      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 the additional charge that you referenced was linked to an account for ***** *. This membership has been cancelled and issued a full refund on 7/9/23.

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

      Best,

      CLEAR

    • Initial Complaint

      Date:06/22/2023

      Type:Customer Service 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.
      Substandard customer service by the ********************** representative in *** airport. No one present to greet at the kiosk. When the representative arrived she displayed a very nasty attitude and the manager was not responsive to my concerns at all.

      Customer Answer

      Date: 07/18/2023

      Better Business Bureau:

      At this time, I have not been contacted by Clear regarding complaint ID ********.

      Sincerely,

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

      Business Response

      Date: 07/27/2023

      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 can see that your account has been cancelled as of 6/22/23, and a refund for the remainder of your membership was issued. We also see that a member of our team has reached out via email. 


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

      Best,

      CLEAR

    • Initial Complaint

      Date:06/21/2023

      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.
      On 6-5-23 at around 11am my wife and I were flying home out of ******** was approached by a CLEAR agent and she gave me the sales pitch on their service. She explained that they would charge my credit card for $1 just to prove my identity, and said I would not be charged again unless I like the service. I reiterated to her " is there something I need to cancel, or are there any automatic charges?" She said absolutely not, and stated I did not have to do anything to cancel the 14 day free service. Since i was inside an airport, my scam radar was not up and working. For some reason i figured people with badges and their own line to TSA would be reputeable and honest. Well 2 weeks later, I have been charged $259, and I feel completely taken advantage of. The agent explicitly lied to me when I asked about further charges. And after seeing the charges, I go back and look at the email, and see it says you will be automatically charged 14 days later. The agents need to be trained to tell the truth, she flat out lied to me. I have no idea how such a company could be operating in our airports and in conjunction with TSA.

      Business Response

      Date: 07/27/2023

      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 7/27/23 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:06/12/2023

      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 recieved a pending charge of $309 from Clear yesterday 6/8/23. One month ago (more or less) I skipped an airport line under the pretense of waiting for a shorter amount of time. I was also told that I would be able to unsubscribe from the clear free membership after a few days and that no charges would be made to my card. I do not understand why I am being charged and I am requesting a full refund.

      Business Response

      Date: 06/12/2023

      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 6/9/23 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

    Clear is NOT a BBB Accredited Business.

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