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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:06/06/2023

      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'm seeing many of these complaints similar to what i'm about to say so this might seem very redundant but here we go. May 21st we were flying back and we were approached by a employee from CLEAR very aggressively about purchasing the trial plan and promised as long as it's cancelled I won't get charged. fast forward until today 6/5 surprise surprise I got charged $189 like many of other folks here so yep....DO NOT SIGN UP with them I believe there is some sort of software issue where when you cancel your account the family member's account on your plan doesn't get cancelled for some reason.

      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 for your family member on 6/5/23 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:06/05/2023

      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 was charged by CLEAR even though I cancelled my free trial the day I started it and have email confirmation. I signed up on May 13 and cancelled the same day. I was still charged $189 on May 27, 2023.

      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 6/1/23 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:06/02/2023

      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.
      Like many other people complaining about CLEAR, I was charged $189 when I did not authorize it. A very aggressive representative at the airport said that I was getting a free trial. I even asked her point blank if there would be a charge and she said no. CLEAR is responsible for this very bad, fraudulent, unscrupulous business behavior and I want a 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 6/1/23 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:06/01/2023

      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 was in ************** flying to ****** on May 17. The line was unbelievably long to get through security. A lady who I believed was an airport representative offered this new system, where I would scan my fingerprints and eyes into their system so I could cut the line. She did not tell me she was a Clear representative, nor did she said anything about a recurring charge. I just received $189 charge from these people. It is obviously a scam. I also tried to call them, and there is no way to get a hold of them. Im also very concerned that they can clone my identity now that they have my eye scan and fingerprints. I really believed that this is part of a security apparatus either by the government or by the airport. Otherwise I never wouldve done this! Thank you for your attention to this matter. I am going to try to get a refund from ***********

      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 5/31/23 and can confirm that your account has been cancelled and fully removed from the system (reference number PR-********). 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: 07/17/2023

      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:05/16/2023

      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.
      My husband, child, and I were approached by a woman in ********** airport. I knew it was a scam as soon as she walked up, but my husband decided to hear her out. She said we would get a free trial of the program and as long as we canceled before the two week trial period was over we wouldnt be charged. LO AND BEHOLD we have a charge of $189 today even though we canceled the program two days after signing up. This company lies, and feeds on people who go are obviously stressed out at the airport. They should be shut down.

      Business Response

      Date: 06/09/2023

      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 5/15/23 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:05/08/2023

      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 was charged twice for one subscription. I checked my account on ********************** and it shows one receipt but I clearly have two charges according to my bank. I tried to go customer service but I could not find a number and the automated chat doesn't help at all.

      Business Response

      Date: 06/09/2023

      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 5/25/23 and can confirm that your duplicate account has been cancelled and fully removed from the system. You will not receive any further billing from CLEAR.

      Please feel free to reach out to [email protected] if you have any other questions or concerns.

      Best,

      CLEAR

    • Initial Complaint

      Date:05/02/2023

      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.
      I was charged $189 on 5/1/2023 when Ive never agreed or signed up for any service. I also have received an email stating I had too many unsuccessful log-ins when I never tried to log in. I believe there is a scam or fraud involved. Ive seen many other people complain for the same thing.

      Business Response

      Date: 06/09/2023

      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 5/1/23 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 [email protected] if you have any other questions or concerns.

      Best,

      CLEAR

    • Initial Complaint

      Date:04/25/2023

      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.
      I never approved the charge of 189$. Refund this amount ASAP.

      Business Response

      Date: 06/09/2023

      Hi ********,

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

      We're so sorry to hear about your recent experience with CLEAR and our support team. 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 4/25/23 and can confirm that your account has been cancelled and fully removed from the system. 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:04/24/2023

      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.
      ***** ****** took 189 dollars out of my account on April 13th. They claimed to have refunded the 189 back and my bank hasnt received any refund. I call and they can give me no information or I can never speak to a manager. They provided information that cant be verified and I see multiple other complaints about the exact same thing. This is not fair..

      Business Response

      Date: 05/10/2023

      Hi *****, 

      Thank you for taking the time to reach out and share this feedback with **. 

      We apologize for the delay in resolving your refund inquiry. We see that a member of our support team has reached out to you with an update in regards to this matter, as well as outlining next steps. 

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

      Best, 

      CLEAR

    • Initial Complaint

      Date:04/20/2023

      Type:Order 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.
      If it was just me misinterpreting an advertisement I would understand but the man who signed me and my girlfriend up for Clear lied to me twice point blank that I would not need to make sure I cancel the free trial before it ended to unsubscribe that I wasnt signing up for the service I was only getting the trial. Yesterday the 2 $189 pending charges in my bank account were charged. Initially when I saw them pending I believed it would be like deposits where they just hold your money until you decide to actually sign up so I gave the benefit of the doubt and expected it to be removed as I did not sign up and the seemingly very nice man assured me that I wasnt going to need to cancel in order to not incur the fees for Two subscriptions because he also signed up my girlfriend. I am usually quite skeptical of things too good to be true but we were at the ***** airport and I just wanted to get on the plane and go home and the guy presented himself as trustworthy. Since he adamantly assured me it would not be charged and simply expire I did not look up the free trial for a way to cancel as I most definitely would have done had he been truthful and I believe that is why he said it. This is a deceitful practice and before posting this I am seeing many complaints about the same treatment. Its dishonest to falsely gain confidence from a customer like this. I do not appreciate being treated this way.

      Business Response

      Date: 05/10/2023

      Hi *****,

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

      We're so sorry to hear about your recent experience with CLEAR and our support team. 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 your first full refund on 4/25/23, and the full refund for the other account on 5/10/23. Refunds take 2-3 business for processing and should reflect on the statement of the credit card that was charged. Additionally, we can confirm that your accounts have been cancelled and 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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