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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:04/17/2023

      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 Monday, 03 April 2023, my daughter, **********************************, was entering the security check point in ********** at *************** International Airport ("***" *********, **) for a flight to ********, **. An employee from Clear (apparently) stopped her and offered her expedited entry and security screening, he led her to believe that it was an **************** member benefit and mentioned nothing about any costs or charges. He proceeded to ****** her to what she believed was security, took her passport. He was never given access to our credit card or any other personal information but was apparently able to gain access to this information electronically with her passport (would appear to be "theft" from my perspective. Two weeks later, on 16 April 2023, our credit card was charged $189... we had to look up "Clear" to even figure out what it was. Clear and absolute fraud, and based on the record here at BBB and other business review websites, this appears to be standard practice for this company. I've tried multiple times to get resolution from their website that offers a chat (no phone number listed I could find). Each time I tried the chat... it would tell me I was 5, 3, 1 in line and then eventually return a message that there was no customer care representative available. I am requesting that our credit card charge of $189 be fully refunded, we had not intention of signing up for their services and had no idea that we were... my daughter never gave them her credit card. Absolute theft from our perspective.

      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 a full refund on 4/20/23 and can confirm that ********'s 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: 05/25/2023

      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:04/06/2023

      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 recently went on a flight at ************ airport. I was approached by a man that asked if I wanted to skip the line and save 30 minutes of my day. I said yes and he walked me over to a station to sign up for a free trial membership to clearme. I signed up and as I was signing up they did not support gmail. So he instead made me put yahoo instead. I didnt think anything of it at the time. We signed up and he told me he needed a card to put on file. And he specifically told me that this was just for security measures. And that I wouldnt be charged. I was never informed that there was an automatic renewal after my trial ended. I was charged nearly 250$. This was just an easy way for people to get money from unexpected flyers. I barely ever travel and now Im out 250$ just to skip a line. I tried logging into an account for ************************. And I tried using the yahoo account that he typed in for me and it said no account associated with credentials given. So I cant even find a way to delete my card and information off their system. I was able to call a number. But it was computer recorded. So Im just hoping and praying that Im able to need this terrible membership.

      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 a full refund on 4/5/23 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:04/03/2023

      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 went to ***************** on March 20, 2022. I was approached by a sales reps of CLEAR. They told me that I could try them for free of charge today. I asked the rep multiple times if I would be charged. He ensured me that I would not. They were stopping several people, so I imagine more complaints will be filed. On April 3, 2023 at approximately 2 am, my bank notified me of a $249 charge. I immediately see it is from CLEAR. I check my email and there is absolutely no email sent from Clear. I have also never received a piece of mail billed to me from them. I then went to CLEARme.com and created a password and quickly ended my membership with them. I explained in my reasons for leaving the same thing I explained here but shorter. I would appreciate a refund.

      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 a full refund on 4/3/23 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:04/03/2023

      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 lane closed on 3/31/23 at *** airport. It is an extremely busy time and it was needed. I pay for this service and it needs to be open. Huge wait time going through TSA. Refund or compensation should be given.

      Business Response

      Date: 08/15/2024

      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:03/31/2023

      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.
      On March 14th my fiance and I were going through ************* when a CLEAR representative stopped us asking if we wanted to try a free trial to skip the line. We asked if we would be charged after the trial ended and the rep assured us we would only be charged if we decided to sign up. He said Clear would contact us via email after the trip and if we didn't want to sign up we could just ignore the email. We were asked to show our credit cards to verify our identify. We had no knowledge they were taking our information down. We both received charges of $189 each on our cards. Clear has reimbursed us after we waited on hold via their automated phone system. I never received any kind of receipt or email stating I would be charged or had made a purchase.

      Business Response

      Date: 08/15/2024

      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:03/27/2023

      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.
      I was approached in the airport about the clear service and skipping the line in *****. The line was long either way and it didnt speed the process up much anyways. Upon landing, I deleted my account because I wouldnt be using the service. I check my account today and theres a $190 charge on my account. I expect a full refund do to this mistake.

      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 a full refund on 3/25/23 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: 05/10/2023

      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:03/27/2023

      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.
      3/26: traveling from ******* to ***** and back again this week. Clear failed the basic litmus test of getting us through quickly. Non-tsa line was faster. What is service if it doesnt get me through quicker? Taking a photo? Further, to mgmt of clear. You gave 3-4 times as many staff recruiting people for the free trail of clear, further jamming up the line. How is that good for existing customers or a good experience for the newly signed up? Thank you.

      Business Response

      Date: 08/15/2024

      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:03/23/2023

      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.
      I was traveling for business and was approached in **************************** and asked if I would like to try a new program that skips you to the front of the line. Sure - but never mentioned there would be a cost or how much or that I was even signing up for the program. Very similar to other complaints on this site. Had no idea until I see a charge on my account for $189.00!!! I would expect a full refund I would have never willingly signed up for any program. This was very unprofessional.

      Business Response

      Date: 04/07/2023

      Hi *******,

      Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about your experience and the unexpected billing. A member of our team has reached out to you via email to confirm your refund, and we're glad that we could get this resolved for you.

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

      Best,

      CLEAR

    • Initial Complaint

      Date:03/20/2023

      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.
      $189 was charged to my corporate credit card, but I never signed up for CLEAR (I already have Global Entry, so I have no reason to sign up for CLEAR). Please drop the charge.

      Business Response

      Date: 04/07/2023

      Hi *******,

      Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about your experience and the unexpected billing. A member of our team has reached out to you via email to confirm your refund, and we're glad that we could get this resolved for you.

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

      Best,

      CLEAR

    • Initial Complaint

      Date:03/14/2023

      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 have trying to reach out to stop my credit card collection for 180 something dollars plus. I did not know it was going to charge me or charge my credit card that amount I was told it was free please credit my account back the money that youve taken out of it. Thank you *************************

      Business Response

      Date: 04/07/2023

      Hi *****,

      Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about your experience and the unexpected billing. A member of our team has reached out to you via email to confirm your refund, and we're glad that we could get this resolved for you.

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

      Best,

      CLEAR

    Clear is NOT a BBB Accredited Business.

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