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:09/26/2022

  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 July 3, 2022, I read a news article about CLEAR partnering with ****** Airlines for a promotion to award up to ****** air miles upon signing-up for CLEAR's services. I purchased a CLEAR yearly membership on July 3, 2022 at the cost of $109 in order to use CLEAR's services at airport terminals and to receive the air miles. I was informed through CLEAR that it would take up to 6-8 weeks for these miles to reflect on my ****** account. Since the end of August 2022, I have been in contact with multiple CLEAR and ****** Airlines representatives as I have still not received the advertised miles.

  Customer Answer

  Date: 10/21/2022

  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:09/21/2022

  Type:Sales and Advertising 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.

  The "free trial" offered at the ************** is a complete and total scam.

  Business Response

  Date: 10/06/2022

  Hi ********,
  

  Thank you for reaching out to CLEAR and for sharing your experience.
  

  At CLEAR, our goal is to provide a frictionless experience for all of our members and we're sorry that this has not been the case for you. We see that a member of our support team has been in contact with you and sent a follow up email confirming your full refund.
  

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

  Best, 

  CLEAR

  Customer Answer

  Date: 10/06/2022

  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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/19/2022

  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 from a line at security check at the Airport. I was promised a free service in which o needed to provide personal information as it pertained to airport security. I was billed $189.00. I am annoyed because I was told FREE. The representative was deceitful and dishonest. It is fraud and thievery. Period.

  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 your membership has been fully cancelled and weve issued a full refund on 9/19/22. You should have received this credit within 3-5 business days from that date.
  

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

  Best,
  

  CLEAR

• Initial Complaint

  Date:09/14/2022

  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.

  Targeted by Clear team on 9/13/2022 at *************** airport regarding free membership. Told that membership was completely free since I had **************** card. When I questioned them numerous times regarding my **************** account, I was assured by the team that it was a perk due to card membership. When I questioned again, they said it was free. When I questioned a 3rd time about the annual fee, they told me it was free. I called **************** after I was through the gate and I was told that Clear membership was not included. I called Clear and cancelled through an automated line. I also emailed a complaint to the company. Horrible to target older adults in this manner. And it was targeting.

  Business Response

  Date: 10/06/2022

  Hello *****, 
  

  Thank you for taking the time to share your feedback with us. We apologize for any inconveniences that were caused and have relayed this information to our local leadership team. 
  

  As it turns out, we do have offers that provide deals for members with certain types of **************** cards. These offers will be reimbursed as statement credits, with the discounts varying based on the specific credit card. We can confirm that your membership has been fully cancelled and you will not receive any billing from CLEAR.

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

  Best, 

  CLEAR

• Initial Complaint

  Date:09/12/2022

  Type:Order 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 a membership with CLEAR ME, which is a service to speed up the waiting through TSA checkpoints at the airport. My complaint is that 1) they have NO contact information whatsoever on their web page, and no way to seek resolution 2) They never sent me any e-mails after I signed up, or any kind of receipt, , and there is no information on how to contact the business with a receipt 3) In June 2022, CLEAR automatically renewed my $189 subscription for another year WITHOUT any authorization, and they provide no way to way to contact them on their page, (or at least hide it to make it impossible to find)Resolution: They should provide contact information, so client who sign up have some kind of recourse

  Business Response

  Date: 10/06/2022

  Hello ******, 

  Thank you for taking the time to share your feedback with us. We're sorry to hear about your poor experience with us, as well as the difficulty trying to manage your CLEAR membership and locate our contact information. 

  You'll be able to manage your contact information at any time by logging in to ************** or by using our mobile app. Your username is the email address that you used when signing up for CLEAR. While we see that you were able get in touch with our support team, please know that you can visit ******************************t to see all of the ways that you can reach us. 

  We apologize for any inconveniences caused, and we hope to see you in the CLEAR lanes soon. 

  Best, 

  CLEAR 

• Initial Complaint

  Date:09/12/2022

  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.

  Hi. I was traveling out of state when this employee stopped me and my sister and kept insisting that we sign up for CLEAR and we kept asking him and making sure that we wouldnt get charged for this and he told us that we would NOT get charged at all. He said we would have to cancel the membership when they email us but we NEVER received the email for cancellation or any other email from CLEAR and they charged me and my sister $189 EACH. We did not ask for this and he said that we would NOT get charged for it. I am very upset about this and we want our money back as soon as possible. Not to mention the fact that the trial period is not even over for the 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:09/12/2022

  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 first opened a ClearMe account on a 2-months free trial basis in May 2022. In June I logged in to cancel my account, to which I was met with an additional 2-months free, until September. So I kept the account active. In August I logged back in to again cancel the account and was met with ANOTHER 2 months free, until November, so I once again kept the account active. So why was I charged $249 today (9/10/22)? And why when I log into the account it no longer reflects my trial period that supposed to end in November? And why were my email preferences preset and everything is checked off except the section that states to have transactional emails sent to you? Nor will it allow me to set it up? And why was I not sent a text message about my renewal/trial period ending like I was sent before? All of this screams scam to me and I will be disputing with my bank.

  Business Response

  Date: 10/06/2022

  Hi *******, 

  Thank you for taking the time to reach out and share your feedback with us. We apologize for the unexpected charge, and for any of the inconveniences caused. 

  We can confirm that we have processed a full refund on 9/10/22, and that your membership has been cancelled. You will not receive any further billing from CLEAR.

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

  Best, 

  CLEAR

  Customer Answer

  Date: 10/22/2022

  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,
  
  ******* *
  
  
  
   
  
  

• Initial Complaint

  Date:09/09/2022

  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.

  I was traveling with my family at *** for an early morning flight on or around *********************************************************** a non-TSA uniform approached us asking if I'd like to move past the line faster. He led me to a large machine and said all I need to do is fill out some information and I would be routed to the front of the line. He said that it was available for each of us (3 in total). He said it was not a membership and the credit card inserted was to find our boarding passes. At no point did he say I would be charged $309 dollars to none of our knowledge or permission. I asked repeatedly what would be done with all of the information collected including the biometric data and led us to believe that it was only collected for their database and would not go anywhere else. This is deceptive scam that preys on people just trying to navigate the challenges of airport security. If this was legitimate, there would have been a truthful acknowledgment of the cost associated with it at which point I would have declined. I work for the U.S. Government and already have trusted traveler status with the **** I contacted my bank and have had to close card and get a new card issued. I will dispute the charge once it finally moves from pending status. I want my money back from ClearMe. The employees operating at *** are doing one of two things...preying on people or are woefully under trained. Either way, it reflects terribly on the company. Total scam.

  Customer Answer

  Date: 10/03/2022

  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:09/06/2022

  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 entered into a contract with a phone company called Clear United in Oct 2021. At the end of Aug 2022, my phone service was suddenly suspended due to non-payment, which was confusing because my auto-payment went through successfully and all my payments were up to date. I tried contacting Clear United and they gave me no information. They just thanked me for my patience. Clear United was using ******** phone towers so I called ******** and went through the automated recordings and was told that I would have to pay $90,000 to reactivate my phone. My phone service was not working for over one week. When I would contact Clear United through chat on the website, I was given no answers and no solutions. I told them that I wanted to cancel my subscription. They ignored that request. I cancelled my card they had on file so they would not charge me and I mailed the phone back to the address I was given by customer support. ******************** United just charged me the monthly fee, for a phone service that has not been working. I don't know how to get them to stop charging me. My phone service was suspended and I didn't know why so I had to get a new phone and a new phone service.

  Business Response

  Date: 10/06/2022

  Hi *****, 

  Thank you for taking the time to reach out. 

  As it turns out, CLEAR is not affiliated with Clear United. Please feel free to visit their website for support *************************************).

  Best,

  CLEAR

• Initial Complaint

  Date:09/06/2022

  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 have been a member of Clear since 2016. I have been paying the membership/renewal price of $179 every year since, despite the fact that I was a student from 2015 - 2019 and a military retiree since 2013. I can recall asking several times if there were discounted rates available for either of these and was told that all I had to do to get them was to show my ID at the airport. I did that and I have used my military ID to identify myself with for nearly every flight I've taken since. In fact, my military ID number appears as my Known Traveler Number on every boarding pass that I've presented to them for check-in. I can also recall having many conversations with their agents regarding my school-related travel, as well as wearing my school ID and carrying my school's laptop bag. At least twice when the subject of verification came up, I was told that I was already receiving the discounted rate. A friend of mine, who also uses Clear, advised me to check out their site again, which I did. Unbeknownst to me, I'd apparently been paying three times the student rate ($60) and nearly twice the military rate ($90) for the past six years. Once I realized this, I immediately contacted Clear and asked for my rate to be properly adjusted prior to my upcoming renewal (9/15), and if possible, for the sizable overage that I've paid to be refunded. I even provided them with transcripts to prove my status during that time. Their response was: "We received a request to refund your membership renewal. After reviewing your membership, I can confirm that a renewal notice, which included the price was sent to you 30 days prior to your renewal, and the notice were opened. As such, we are unable to refund that charge to you. Please be advised that this decision is final." I tried to appeal, of course, but it's been a week since my last reply and I've heard nothing back. I came here to seek assistance. Can you help me?

  Customer Answer

  Date: 10/01/2022

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

  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. 

  Customer Answer

  Date: 08/17/2024

  Better Business Bureau:
  
  I don't know why they've chosen to revisit this case almost two years after the complaint was made, but I have reviewed the response made by the business in reference to complaint ID ******** and can confirm that this matter has been resolved. However, I'd be remiss if I didn't point out that it took getting the attention of both the New York State Attorney General (Intake Reference Number is # ** *********/File Number: ************) and the FTC (Report Number *********) to get the company to contact me after they'd initially failed to respond to the BBB and the case was closed. That's hardly what I'd call satisfactory, but they did eventually comply and the confirmation number for my information removal is ********. I have included a copy of our last email conversation for your perusal.
  
  Thanks for the update,
  
  ****** ********