Complaints

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

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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

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.

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 2/1/2022, I logged into my account and verified ************ renewal payment of $179 would take place on 2/27/2023. It explicitly stated date and amount. I took a screenshot. On 2/27/2023 they billed me $299. They refunded $60 but will not refund the remaining $60 because the rate increased. If they were going to do so, dont tell me the wrong autopay amount. This is misleading. I should have only been charged $179. I chatted with a rep that day to confirm the price for a family plan and they confirmed. I have the chat transcript.

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Clear regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  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

  Customer Answer

  Date: 04/10/2023

  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. They honored the price from my screenshots and chat transcripts after involving the BBB.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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. I would expect a full refund I would have never willingly signed up for any program. This was a very calculated, manipulative sales tactic.

  Business Response

  Date: 03/08/2023

  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

  Customer Answer

  Date: 03/09/2023

  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:02/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 the **************, and was told there was a free two week trial of Clear to beat the security line. I immediately got a notification from my credit card company of the charge, and from my gate emailed Clear that I did not want to be charged and would not have signed up if this was not a free service. I was emailed a few days later saying they do not have a free 14 day trial. Upon reviewing other complaints on the BBB website, it seems like this is a frequent occurrence of promising a promotion, and then claiming it was not an option. Top of the email is below. I would never have signed up for this service if it wasn't free, and dont want it. Thank you for reaching out to GOV+ and so sorry for the delay in getting back to you.While we do not offer a 14-day free trial of Clear, we do have an annual subscription that comes with a range of benefits and services.

  Business Response

  Date: 03/08/2023

  Hi ******,
  
  Thank you for taking the time to reach out and share this feedback with our team. We are sorry to hear about the unexpected billing and for any confusion that this may have caused. CLEAR does offer a 14-day trial when enrolling in the airport, and is set to auto-renew once the trial is complete. All of our members can manage their own accounts by logging in to my.clearme.com, which does include making adjustments to renewal settings. We're glad that our team was able to get this fully refunded for you.
  
  Please feel free to reach out to ******************************************* if you have any questions.
  
  Best,
  
  CLEAR

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 this trial and was guaranteed I'd be able to opt out at the end of the trial before being charged. I just noticed $189 on my credit card bill. I don't even have a CLEAR at my local ***********. They refuse refunding, even after acknowledging they are working with their onsite airport reps on better training as this is a common occurrence. I called CLEAR directly and asked why we do not get an email as promised at the end of the trial, and ******* stated she doesn't know what "they" (as in the airport reps) send out at the end of the trial. THEY should be everyone at CLEAR, so clearly (pun intended) they know this happens, but benefit from the automatic billing. I asked ******* to escalate me to a supervisor and she hung up on me.

  Business Response

  Date: 03/08/2023

  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 with both our field and support team, as well as the unexpected billing. We're glad that our team was able to get this fully refunded for you, and you will not receive any further billing from CLEAR.
  
  Please feel free to reach out to ******************************************* if you have any questions.
  
  Best,
  
  CLEAR

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 by a sales rep with CLEAR last summer on my way back from a trip. ******* asked if I wanted to try this CLEAR trial. I asked about the details and they assured me that I would be notified to approve or cancel my membership before any charges were processed for the annual membership. They lied. I found out later they automatically charge $189/year. I called CLEAR directly and they refused the refund. I asked to be escalated and ******* hung up on me. I cannot believe we're allowing this type of scamp into our airports.

  Business Response

  Date: 03/08/2023

  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. We're glad that you were able to speak with our team and get the refund issue resolved. Both accounts have been refunded in full and you will not receive any further billing from CLEAR.
  
  Please feel free to reach out to ******************************************* if you have any questions.
  
  Best,
  
  CLEAR

• Initial Complaint

  Date:02/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Was pulled out of line at the airport and told about Clears free trial program. Asked if I would be charged and was told no. Asked if this was something I would have to cancel in order to avoid being charged and was told no. I was told it would only charge me if I actually logged in and selected a plan, which I did not do. A few weeks later I see Ive been charged $189. Im furious and want a full refund and my personal information removed. The agent flat out lied to me and was deceptive.

  Business Response

  Date: 03/08/2023

  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. We're glad that you were able to speak with our team and get the refund issue resolved. As per your request, we have removed all information from our systems, and the confirmation number for your data removal is ************

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

  Best, 

  CLEAR

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 occurred on 2/7/23 in the morning at ********** airport at gate C. I am not a member of clear and they did not resolve this issue or apologize. This complaint is about clear and its reps and their bad business practices. I dont appreciate the reps pulling me out of line in general boarding when I was already in a rush to get to my gate and wasting my time while trying to sell me a membership but not even explaining that that was what they were doing. They did not properly explain anything to me or what they were trying to do, just said I could cut the line which was NOT true. I explained several times that I did not have an active clear membership but the gentlemen still pushed me through the clear line only for me to get to the front of the clear line and be told I had to pay a membership fee, then got turned around and sent back to general boarding at the back of the line after all that wasted time. I dont appreciate the lack of communication, I dont appreciate the business practices, I dont appreciate having my time wasted. This needs to be addressed and I want to know what is going to happen to make this right and fix this for the next people whos time theyll be wasting. Its not okay! This is not okay! After all that I had to go back and wait in general boarding. Im upset and this needs to be resolved. I want clear as a business spoken to/ I want the clear reps spoken to and told that this is not okay/that this is not an okay practice. I want clear to take this seriously and stop wasting peoples time

  Customer Answer

  Date: 03/03/2023

  At this time, I have been contacted directly by Clear regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  A rep reached out to me via email to apologize for my experience but I feel like they have shady sales tactics and should not be allowed to come up to people waiting in general boarding and pull them out of line and lie and say things like you can cut the line for free which was not the case. And in my specific case I had my time wasted when I was clearly in a rush, was told I would have to pay a subscription fee and when I said no I had to go all the back to the end of the general boarding line which had already grown longer by that point. If they are going to have sales reps coming up to people in the airport they should be honest and upfront that they are trying to sell you a subscription/sign you up for something. Its not okay that sales reps can come up to you in the airport and disrupt you especially when they are not clearly stating that they are trying to sell you something. I dont want this to happen to someone else 

   

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

  Sincerely,

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

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 canceled my membership as I was not happy about the service of CLEARME. I received a refund of $28.93 out of the $217.93 due to me. I contacted by phone 1/18 @ 7:44am, 1/23 at 5:16pm, 1/28 at 12:30pm, 1/30 at 8:22am and today 2/6 at 8:42am I have an email paper trail starting from January 23rd, 27th and 29th all say the same, that $189.00 was sent to my bank ***** ** *******) with THEIR reference number. I've called my bank each time, there's no processing or pending of the $189.00. Their reference number will not show up in **** ** ******* if never processed. Today I asked for accounting as they need to look into why this transaction never reached my bank and each time I'm told there's nothing they can do for me. I just NEED my money that is DUE to me, ASAP!!

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 pulled out of a *** check in line in ****** international airport on January 15 on my way to ******************, and escorted to the clear area. I wasn't sure what was happening all I know is I don't fly often and I respect authority and I saw the gentleman was a *** employee so I did what he told me to do. Upon getting to clear area and understanding more of what this whole thing was about I told this gentleman that I don't travel often and for me to buy such a membership would be foolish because some years I don't even fly at all. I travel very rarely! He explained no worries he's giving me a free trial he will help me skip the line blah blah. AGAIN, sir I don't travel even if you give me a free trial I promise I won't sign up because I never travel. He assured me don't worry you will not be charged, enjoy the free trial and if I ever reach a point in my life where I travel often I can reconsider. What a lie, what a scam. I was charged almost 400. This employee takes advantage of people who don't fly often and are unfamiliar with how airports work. After telling this gentleman I don't fly ever he should have the common sense to realize that I am not a good candidate to be a clear member and move onto someone else. And if I happened to be a good candidate he shouldn't lie and tell people they won't be charged when in fact they will be charged! I can't believe the *** is involved in a scam like this. Shame on them. If you see these people in the airport don't even speak to them pretend they don't exist. Be careful trust no one.

  Business Response

  Date: 03/08/2023

  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. We're glad that you were able to speak with our team and get the refund issue resolved. We've shared your feedback with our leadership team as we continue to focus on providing the best possible member experience. 
  
  Please feel free to reach out to ************************** if you have any questions.
  
  Best,
  
  CLEAR

• Initial Complaint

  Date:01/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 offered a free trial of Clear Me. I didnt even use it more than once. I now see that theyve charged me. If they are so misleading with their signup process, how can they be trusted with sensitive biometrics?

  Business Response

  Date: 02/03/2023

  Hello ******,

  Thank you for taking the time to share your experience. 

  We apologize for the unexpected billing. It looks like you enrolled on a 14-day free trial, which renewed once the trial was complete.  Our support team is always willing to assist with any member inquiries, including cancellation requests. You can find all of the ways to reach our team by visiting ****************************************.

  We have cancelled your membership and processed a full refund for you, which you will see on your end shortly. Please feel free to reach out to ******************************************* if there is anything else that we can do to help. 

  Best, 

  CLEAR