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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:10/25/2022

      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 at the airport when I was approached by a man who took my mom and I to a kiosk and had us put our info in. At the end he told us we wouldnt be charged and we would get a verification email after our trip. We never got any email and I was charged $189. I tried to log in to clearme.com and it wouldnt accept my login so I couldnt cancel it

      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, as well as the trouble you experienced when trying to log in. Our team took a closer look and noticed that there was a misspelling in your email address that caused the issue when trying to log in. We have cancelled and fully refunded your membership, 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:10/21/2022

      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.
      I just received my bank statement and a $179.00 withdraw from a company I never heard of was on my statement. Under no circumstances did I make this purchase from CLEARME.COM!

      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 ************************** if you have any questions.

      Best,

      CLEAR

    • Initial Complaint

      Date:10/19/2022

      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 used Clear at the airport because someone pulled me out of line and said i could use it for 15 days for free. I went to thte webstie the week after and canceled my membership (I tried to remove my credit card info but was unable to, but I was able to cancel my membership). Today they charged me $189, despite the fact that I canceled. I am disputing with my credit card company.

      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, as well as for the confusion regarding your membership terms. 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:10/12/2022

      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 paid 189 dollars for the membership on 9/9/2022 with the promotion of Uber voucher. However, I never get my Uber voucher as promised. On the other hand, they charged me another two times of 150 dollars total addition to my 189 dollars which I didnt authorized. I want my 75 dollar Uber voucher and my 150 dollars refund of overcharge. Thank you

      Business Response

      Date: 11/02/2022

      Hello *******, 

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

      We apologize for the billing issue with the Uber promotion that you signed up with. We're glad to see that our support team was able to get this resolved for you. Both refunds have been processed and we see that the Uber voucher from your initial sign-up has been delivered via email on 10/17/22. Please feel free to reach out to ************************** if you have any questions. 

      Best, 

      CLEAR

    • Initial Complaint

      Date:10/12/2022

      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.
      THIS COMPANY PREYS ON PEOPLE TO SUCKER YOU INTO REOCCURING CHARGES! On 9/26/2022 I was flying home due to the death of a family member. I was at the airport at an extremely early hour where there was barely any line. I was pulled aside while waiting in line by a man asking if I'd like to skip the security line because it seemed I was flying alone. Having no idea who this person was, but seeing he had an official area there in security I stated "sure", and followed him over. This person stated the service was COMPLETELY FREE, and if I was interested I could sign up permanently at the airport on my way back home. I asked the person IF the service would be available in ************ (the departing location from my trip back), and he stated yes. Knowing I only fly MAYBE once in a year (if that), there was no reason for me to subscribe to this service. Four days later when flying home, there was NO clearme location at that airport, so good thing I was there early once again. SO even if I wanted to "sign up", there would be no way to do so there. Two weeks later, on the 10th, I was charged $189.00. The first thing I did was come here to BBB to find out about this company. To be honest, at this point I'm terrified of how hard it is going to be to keep them from charging me again. This was a flight home I barely had the funds for, and was because my Aunt had died to complications of cancer. This was an unplanned purchase, and not a flight I wanted to make. I demand a refund as this is NOT a service I want, would NOT be able to use, and was told was free. They definitely worded it to make it seem as if nothing would be charged, and I was also told the service would be at the airport location on my return, to which it wasn't. They tell you what they want to hear, including straight up lying, so they can sign you up for a reoccurring service. They helped turn a horrible time in my life, to something even worse. I am even more scared after reading the previous complaints.

      Business Response

      Date: 11/02/2022

      Hi ****, 

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

      We're sorry to hear about your recent experience, as well as the unexpected charge. We're always working on expanding our network of locations and regret that we were not there for you in ************. We're glad that our support team was able to get this resolved for you, and can assure that 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:10/11/2022

      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 9/25/22 I was in the *** line for a flight when I was pulled aside to sign up for CLEAR for a free trial. The machine had issues and the associate couldnt get me fully signed up so he encouraged me to just sign up online and that the trial period wouldnt start until I fully registered my data which I had not done yet, as well as giving me a jump in the line after pulling me from it since it would be another 30 minutes if I rejoined. I went to cancel the following day (9/26/22) saw that first, there was a billing date for 10/9/22, which told me the first associate lied and that the trial had started even though I hadnt given my info yet besides my name and credit card, but i was offered a two month trial offer extension to (12/9/22), which i accepted the trial extension and set a reminder to cancel in December. I woke this morning (10/9/22) to see a charge of 189$ for the service despite the extension offer and when I checked the website I saw that the extension I had accepted had disappeared from my account, and there is a 30$ cancellation charge associated with cancelling now that Ive been charged, despite being aware of their trial period dates as communicated. These practices are predatory and infuriating, and they have no business charging this much for a service that hardly works and controls so much data. I need a full refund and ideally for my account information to be deleted completely.

      Business Response

      Date: 11/02/2022

      Hi ******, 

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

      We're sorry to hear about the unexpected charge, as well as the confusion regarding the terms of the membership. We're glad that our support team was able to get this resolved for you. Please feel free to reach out to ************************** if you have any questions. 

      Best, 

      CLEAR

    • Initial Complaint

      Date:10/05/2022

      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.
      This company is a complete fraud, I was leaving *** airport on Sept. 21, 2022. I was in the *** line and was pulled out, and asked do you travel often, I replied yes. The a women with a Clear uniformed told me I needed to check in through Clear, it was faster and free. She asked for my ID and Flight ticket. Took a picture of my eyes without my knowledge until after it was done. I never gave them any of my credit cards, but they got it off of my account attached to the ticket. Today I login into my bank and seen $189.00 was taken out, after finding out it was Clear Me, I was ******, this is not legal. I want them to refund every ***** back ASAP. I called my bank and let them also know I did not authorize any charges with Clear. I checked online and found many of the same complaints about this company, with a one and a half star rating, I am assuming that came from their lying a** employees, with could get them hurt in the future. I am complaining to BBB, I have my bank, also to Clear.

      Business Response

      Date: 10/06/2022

      Hi *******,

      Thank you for reaching out and sharing your experience. Im sorry for any confusion regarding your CLEAR membership and for the unexpected charge.

      I can confirm that a member from our support team has been in contact with you to provide a full refund and followed up via email, as well.

      Again, our apologies for the confusion and any inconvenience we may have caused.

      Best,

      CLEAR

    • Initial Complaint

      Date:10/05/2022

      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.
      Clear the airport screening business is in breach of service fir the money that was paid. They change the airport screening process with no information distributed to customers. As a result I am waiting longer in airport screen line than the regular screening service is free. Customers should get a prorated refund as the service is not as advertised. Its a took 12 minutes in regular PreCheck it took 28 minutes via Clear TSA Pre check. That is not a service worth the extra money that consumers paid. There were a lot of people complaining about the service level for the money. Clear is making a lot of money for the customer to be robbed. It is a scam when the service is not an expedite one for the money. Thats what the advertise yet the FAIL to provide it.

      Business Response

      Date: 11/02/2022

      Hi ********, 

      Thank you for choosing CLEAR and for taking the time to share your feedback. We aim to provide a frictionless experience for every one of our members, and we apologize that this was not the case for you. We will use this feedback as we continue to focus on enhancing the customer experience, and hope to serve you better on your future visits. 

      Best, 

      CLEAR

    • Initial Complaint

      Date:09/28/2022

      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 was told at the airport that it was a free service but I am shocked to find I have been charged $189. I am not a frequent traveler. This was my only trip in many years. The information given at the airport is very deceptive. I would like a full refund.

      Business Response

      Date: 10/06/2022

      Hi *********,

      Thank you for reaching out and sharing your experience. Im sorry for any confusion regarding your CLEAR membership and for the unexpected charge.

      We can confirm that your membership has been cancelled and you have been refunded in full. 

      Again, our apologies for the confusion and any inconvenience we may have caused.

      Best,

      CLEAR

    • Initial Complaint

      Date:09/26/2022

      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.
      Clear ambassadors are running a scam at ***. They were stopping people from entering security and pulling them aside to get a free guest pass. I was a bit skeptical when they asked for my card, but the man assured me they would not charge it. I should have walked away, but they were pushy and I felt like I couldnt leave without them making a scene. Lo and behold, I just got charged $189 on my card. I was told I absolutely would not be charged. I see many people have reported them for the same thingare they actually training their employees to scam people who are just trying to get to security checkpoints at the airport? The issue seems far too widespread to just be a bad batch of employees using unethical sales practices. It would appear as thought the company is training them to scam travelers into handing over their credit card info under false assurances that they wont charge them. Is anyone going to do anything about this?

      Business Response

      Date: 10/06/2022

      Hi *******, 

      Thank you for reaching out and sharing your experience. Im sorry for any confusion regarding your CLEAR membership and for the unexpected charge.

      I can confirm that a member from our support team has been in contact with you to provide a full refund and followed up via email, as well.

      Again, our apologies for the confusion and any inconvenience we may have caused.

      Best,

      CLEAR

    Clear is NOT a BBB Accredited Business.

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