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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:12/24/2022

      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 approached at *** airport while traveling with a senior member of my team at work who has clear. We were told that I could create a free account to go through with her, and that I WOULD NOT be charged unless I went into the temporary account and confirmed that I wanted to sign up for clear beyond that trial. We asked MULTIPLE times if I would be charged, and had her confirm MULTIPLE times that I wouldnt unless I specifically took action after 2 weeks and signed up for a true account. Now, I logged into my credit card to see Ive been charged for a full membership. We were flat out lied to and have documentation of it, and am incredibly disappointed to find this well-known company is using fraud and illegal tactics to trick travelers. I would like a full refund and for my account to be terminated immediately but have not heard back from CLEAR.

      Business Response

      Date: 01/09/2023

      Hello *******,

      Thank you for choosing CLEAR and for taking the time to share your feedback.

      We're sorry to hear about the unexpected charge, as well as the poor experience with our team. We're glad to see that our support team was able to get this resolved and refunded in full for you. Please feel free to reach out to ************************** if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:12/23/2022

      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 approached by clear at the airport on October 14, 2022.I agreed to the 14 day trial membership. I was advised I could cancel for full refund within 14 days.As you can see from the documentation I cancelled within 7 days on October 22, 2022.Even though I cancelled within the allotted time period, Clear charged my credit card $189 on October 28th, 2022.Im demanding a full refund of $189.00.*********************** ************ *****************

      Business Response

      Date: 01/09/2023

      Hello ******,

      Thank you for choosing CLEAR and for taking the time to share your feedback.

      We're sorry to hear about the unexpected charge. We're glad to see that our support team was able to get this resolved and refunded in full for you. Please feel free to reach out to ************************** if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:12/22/2022

      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 December 9, 2022, my husband and I were checking in for our flight with Delta around 4:30 A.M., we were being assisted by a agent when someone who I am assuming was a supervisor swooped in and took over. She asked if this was our first time flying with Delta, we said yes, as we normally fly United or AA.But we heard through friends that deltas comfort plus was better than the others so we decided to try it out and when we booked our flight my husband signed up for a Delta Amex gold card, which we used to book our flight, which would have been on the ticket agents screen. So when we got to check in at the airport the lady who again Im assuming was a supervisor asked us if we were flying Delta for the first time and then starting talking about priority boarding, and she was talking so fast I could barely understand her. She then hands me a tab to scan with my phone telling me to fill out, and I assumed it had something to do with priority boarding because thats what she was talking about. But no, it was for a credit card, which I didnt need or want. We already have a Delta Amex card account under my husband. Again, it was also at 4:30 in the morning, we were half asleep, shes talking a million words a minute and it was our first time flying Delta. I was not given any information about the card she applied for me or anything. She totally took advantage and signed me up for a credit card without my knowledge or consent. I of course called to cancel the card once I got the email. I did file a complaint on the Deltas website, and they emailed me back giving me $125 gift card. Although I appreciate the gesture, i feel that they should have asked what they can do to resolve and I dont think $125 is enough given what the agent did. This affects my credit in the negative. An account was opened and then closed. My credit is important to me, and what this agent did is basically fraudulent.

      Business Response

      Date: 01/09/2023

      Hi ********, 

      Thank you for taking the time to share your feedback, and we are sorry to hear about the poor experience. 

      CLEAR is an expedited way to enter the security lanes at many major airports, as well as sports stadiums. It does not appear that you are a CLEAR member in our system. Also, CLEAR does not offer sign *** for credit cards, so unfortunately this is not something that our team will be able to assist with.

      Best, 

      CLEAR

    • Initial Complaint

      Date:12/21/2022

      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.
      On December 17th Clear made an unauthorized charge to my credit card. The person that pulled me out of line stated that there would be no charge to my credit card.

      Business Response

      Date: 01/09/2023

      Hello *****,

      Thank you for choosing CLEAR and for taking the time to share your feedback.

      We're sorry to hear about the unexpected charge. We're glad to see that our support team was able to get this resolved and refunded in full for you. Please feel free to reach out to ******************************************* if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:12/07/2022

      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 on 11-23-22 for ****** then again on 12-4-22. I never signed up for this or was told when i traveled 11-9-22. This is a scam.. i want a refund for both charges. I was pulled out of my line for a faster check in process. He said i would bit be charged. Very upset. Dont do it.

      Business Response

      Date: 01/09/2023

      Hello *******,

      Thank you for choosing CLEAR and for taking the time to share your feedback.

      We're sorry to hear about the unexpected charge. We're glad to see that our support team was able to get this resolved and refunded in full for you on 12/4/22. Please feel free to reach out to ************************** if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:11/21/2022

      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 11/18/2022 there was an unauthorized charge from *********** on my debit card for $189.00. I did not sign up for this. This is a scam and I want to be refunded ASAP.

      Customer Answer

      Date: 12/16/2022

      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:11/21/2022

      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.
      Your hight pressure scamming employees said no charge unless using clear in the future. Never said i had to cancel the membership. Line for psa at airport was no better using clear. My acct. was overdrafted 7 times because I was charged ****** to my debit acct. and wasnt notified. Your company is a shame to people. Quit taking advantage of people in a hurry. Feel bad for the elderly. Im notifying all social media of your scam.

      Business Response

      Date: 01/09/2023

      Hello ********,

      Thank you for choosing CLEAR and for taking the time to share your feedback.

      We're sorry to hear about the unexpected charge. We're glad to see that our support team was able to get this resolved and refunded in full for you. Please feel free to reach out to ************************** if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:11/21/2022

      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.
      While waiting in line at at ************** security at ******************** a Clear Agent pulls me off the side and ask me if I want to use their service as a free trial for 2 weeks with no charges to my credit card. I followed the agents instructions on how to proceed and not too long after I was on the plane I received several emails that did not say anything about my free trial but asking me about my experience also to add on more information about myself and make more purchases. I spoke with my credit card company to dispute the charges on my credit card for a $189 which is unfair to charge Me if it's considered a free trial This is a scam and wish to get my money refunded back to my credit card and ask that Clear removes all my information out of their system or I will be pressing charges against them and alerting all news media stations how this company ***** people off Please remove all your Dishonest agents working at the airports unless they are being truthful about what is happening when they convince a Customers to try this service as a free trial. Also, the website does not provide a customer service phone number to speak to a live representative.

      Business Response

      Date: 01/09/2023

      Hello **********

      Thank you for choosing CLEAR and for taking the time to share your feedback.

      We're sorry to hear about the unexpected charge. We're glad to see that our support team was able to get this resolved and refunded in full for you. We have also removed all personal information from our systems, as requested. Please feel free to reach out to ************************** if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:11/21/2022

      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 signed up for a Clear me free trial in ************** and after that I logged in my account and turned off Auto renewal which was expiring on 11/20/2022 but still I was charged for the Annual Membership. I dont want to renew. Please cancel my credit card charge

      Business Response

      Date: 01/09/2023

      Hello *****,

      Thank you for choosing CLEAR and for taking the time to share your feedback.

      We're sorry to hear about the unexpected charge. We're glad to see that our support team was able to get this resolved and refunded in full for you. Please feel free to reach out to ************************** if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:11/21/2022

      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 signed up for a Clear me free trial in ************** and after that I logged in my account and turned off Auto renewal which was expiring on 11/20/2022 but still I was charged for the Annual Membership. I dont want to renew. Please cancel my credit card charge.

      Customer Answer

      Date: 11/21/2022

      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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