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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:11/15/2022

      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.
      My husband ************************* and myself, *********************** were traveling to ****** 10/11/22 via ************* when Clear approached ** to sign up for this to get thru security quicker.. we declined it they said its free for 14 days no fees at all sign up and cancel within 14 days and no obligation so we did.. we flew to ****** and the next day on my bank statement it said Clear $60 fee and 2 days after that the bank statement said another Clear $99 fee.. we landed bank in ***************** 10/17/22 and I started emailing this company to return our money and cancel this service that we never wanted these fees that we are on a fixed income and they finally after about a week returned $58.52 back to my card but a remaining balance of $100.42 remains. This is a very deceiving company.My husband, ****** signed up with his email: ****************** and I signed up with my email: ************************ Please help us as these practices are wrong.Thank you:*****

      Business Response

      Date: 12/07/2022

      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:11/08/2022

      Type:Delivery 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.
      date of transaction 11/8/22 189 dollars annually The business and its agents falsely represented themselves and this service. The put it forward as a free demo for which if you wanted to continue you could. Instead they signed you up into an automated annual recruing fee that you have to opt out of or charges continue to post to your account. They misrepresented saying they needed by debit card for identification purposes and fraudulently withdrew money from my account.

      Business Response

      Date: 12/07/2022

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

      Best,

      CLEAR

    • Initial Complaint

      Date:11/07/2022

      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.
      On Oct. 14, 2022, my wife and I were walking towards the *** line, when we were approached by this man who asked if we wanted to get through *** quickly at *** airport at no charge. We were skeptical, because we didnt know what he was talking about. He never specified that he didnt work for ***, which was a bit misleading but whatever. He said at NO CHARGE, we could get through the line quickly by just making an account at a kiosk, so we did. They asked for a lot of personal info, as well as our fingerprints and eye scans (creepy). We were then asked for our card information, which was quickly followed by a dont worry, you wont be charged. Two weeks later, we get a charged OVER $240. There was no contact information anywhere on their website that we could find. No number to call, nothing. We feel completely misled and scammed. Everyone should avoid this company.

      Business Response

      Date: 12/07/2022

      Hello ******,

      Thank you for taking the time to reach out to CLEAR and share your experience.

      We're so sorry to hear about the unexpected charge. We have cancelled and fully refunded the charge, and you will see the refund on your end within 3-5 business days. Please feel free to reach out to ******************************************* if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:11/07/2022

      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.
      2 weeks ago, I was basically tricked into signing up. The guy who offered me an account for CLEAR also said that it would be a free trial and I wouldnt get charged at all. He also said that if I liked it I would be able to use the trial and then pay after a month or so. I had no idea I would be charged 200, let alone not ever receive a receipt for the 200. I would like a refund please. And if my account is still active, please close or shut down the account. I only used it once and it was right after being tricked into it.

      Business Response

      Date: 12/07/2022

      Hello *****,

      Thank you for taking the time to reach out to CLEAR and share your experience.

      We're so sorry to hear about the trouble you experienced, as well as for the unexpected charge. We can confirm that you have cancelled, and have been issued a full refund from CLEAR. Please feel free to reach out to ************************** if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:11/01/2022

      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.
      While enrolling in the CLEAR program at *****************************, I was told by the company representative that as a Delta Diamond Medallion member, my membership is free. The representative also said that I may be charged, but if I didn't see it refunded automatically I should contact CLEAR to have them refund the amount. The company now refuses to refund the amount stating that I am beyond their 30 day period for such refund, which was never disclosed to me.

      Business Response

      Date: 11/02/2022

      Hello *******, 

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

      We're sorry to hear about your recent experience with our support team. We have honored the promotional pricing and have processed a refund to your method of payment, which you will receive in the next 3-5 business days. Please feel free to reach out to ************************** if you have any questions, and we look forward to seeing you in the CLEAR lanes soon. 

      Best, 

      CLEAR

      Customer Answer

      Date: 11/06/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and after verifying receipt of the issued refund, find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:10/31/2022

      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.
      In the ********************) an agent from CLEAR suggested I try a free trial. She cheerfully said that said that "you can cancel any time". What she did not tell me is that if I try to cancel, the company does not cancel my membership , but they extend my renewal date so that I have to go in and attempt to cancel my membership again. I believe this is deceptive business practice. I want my free trial membership to end now, as the agent seemed to indicate that I could cancel at any time. Here is the website AND there is no way to call or chat with an agent to discuss this.Thanks for your attention to this matter.

      Business Response

      Date: 11/02/2022

      Hello *****,

      Thank you for taking the time to reach out to CLEAR and share your experience.

      We're so sorry to hear about the trouble you experienced when searching for how to contact us. We can confirm that you have cancelled, and will not receive any billing from CLEAR. Please feel free to reach out to ************************** if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:10/31/2022

      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 arrived at the airport in *********** with ***************************** and *************************************** both to my understanding members of your service. I was in the ordinary line and a CLEAR representative pulled me out of my line and requested I follow him to join ************** and ****** and that he would give me a free demonstration which would be at absolutely no charge and in order to do so he needed my identification and credit card only for identification and demonstration purposes and that at no time I would be charged and that it was for information purposes only should I ever decide to join. ***** and ****** bared witness to the conversation and additionally we all asked if I needed to opt out of anything in order not to be charged and the representative indicated there was no scam and that no action would be needed on my side to prevent any charges it was strictly for free demonstration purposes. I have already called my credit card company and disputed the fraudulent unauthorized charge based on what I was told by the representative and witnessed by ***** and ******. I also have gone through the extreme inconvenience of cancelling my credit card. I request that you immediately remove the charges and all of my information from your database as it is contrary to what your representative stated and witnessed by *********************** and myself which leaves no room for misunderstanding. No one handling airport security should be employing deceptive tactics. I already contacted Clear by email and received a response requesting my name,email and date of birth in order to refund me and resolve the issue which I provided but I have not been refunded. Thank you for your immediate attention to this urgent matter ***************************.

      Business Response

      Date: 11/02/2022

      Hello *******,

      Thank you for choosing CLEAR and for taking the time to reach out in regards to your experience. 

      We're glad to see that our support team was able to resolve this for you. A full refund has been processed and we're removed all of your information from our database, and followed up via email for confirmation. Please feel free to reach out to [email protected] if you have any questions. 

      Best, 

      CLEAR

    • Initial Complaint

      Date:10/31/2022

      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.
      2022-10-20 unauthorized charge on my debit card for $109. I did not sign up for this service or authorize this charge.

      Business Response

      Date: 11/02/2022

      Hello **********,

      Thank you for taking the time to reach out to CLEAR and share your experience.

      We're so sorry to hear about the unexpected charge. We have cancelled and fully refunded the charge, and you will see the refund on your end within 3-5 business days. Please feel free to reach out to ************************** if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:10/31/2022

      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 last used clear in September. My subscription had auto renew turned off and I figured I would be set past October. Today October/28/2022 clears auto renew functioned had turned back on and charged me the whole $189.00 fee for a service that I thought I had turned off. I'm rather upset that a company would do such a thing. I would like a refund for such a deceiving act.

      Business Response

      Date: 11/02/2022

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

      Best,

      CLEAR

    • Initial Complaint

      Date:10/28/2022

      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 pulled out of line by a CLEAR sales rep & talked into a free two week "trial period". I was told I would receive a confirmation email as well as an email prior to any credit card being charged so I could opt out after trying it, neither of which I have received. I have tried retrieving my "account" to cancel on my own & keep being told an email was being sent to me & to check my junk & this has been going on for the last 48 hours. No emails. No response. No help. I have no access to any account I supposedly set up but they were happy to take my credit card. This coming Monday will be two weeks of my "free trial" (from 10/17) & I've received nothing from CLEAR as promised. I'm TSA precheck & didn't think it was necessary but I will say these CLEAR salespeople are hard sellers who convince you it's better but really it's not. With my TSAprecheck I don't have to take off my shoes, laptop out of bag, etc., but you do with CLEAR. Makes no sense. My Global should be coming through any day now but the only issue here really is HOW DO I CANCEL MY SO-CALLED FREE TRIAL WHEN I HAVE RECEIVED NOTHING IN CORRESPONDENCE FROM CLEAR SINCE THE HARD SELL? I'm so frustrated. Any help is appreciated.

      Business Response

      Date: 11/02/2022

      Hello *****,

      Thank you for taking the time to reach out to CLEAR and share your experience.

      We're so sorry to hear about the trouble you experienced when trying to log in. We're glad to see that our support team was able to get this resolved for you, and can confirm that you will not receive any billing from CLEAR. Please feel free to reach out to [email protected] if you have any questions.

      Best,

      CLEAR

      Customer Answer

      Date: 11/03/2022

      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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