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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:09/06/2022

      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.
      A young man saw my family and I in a hurry at the airport we were about to miss our flight. He took advantage of us and said hey I have a way you can skip the line all you gotta do is sign up for a free membership and cancel it after you get you paperwork if you dont want it. He assured us if we kept it it was roughly about 20 dollars a person to keep. We believed him and signed up, he said there were no charges, etc. less than a month later my card was charged ****** dollars for a yearly membership that I never asked for and knew nothing about! We were taken advantage of and lied to and when I call the company the phone hangs up. This place is a scam that preys on innoncent people. I want my money back! I was lied to and I feel robbed! I feel violated! I would have never signed up if I knew it wouldve cost us 429$ almost a month later! No wonder they stake out by the long line, looking for vulnerable victims desperate to not miss their flight! How awful is that! I never even received information on this scam of an account! The CLEAR company is a fraud! Thieves and I want my hard earned money back! And I am definitely looking into filing a civil claim if this isnt appropriately resolved. How dare you LIE TO INNOCENT PEOPLE WHEN THEY ARE AT THEIR WEAKEST! how dare you say its free of charge and that if the membership is kept its 20 dollars per person but never send any information and then charge 429 dollars! You people are sick! This is as bad as people who prey on the elderly or ****** their purses!

      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 worked with you to cancel the membership and provide a full refund.

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

      Best,

      CLEAR

    • Initial Complaint

      Date:08/31/2022

      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 told this was free and I would not be charged. I did not at any time know I was signing up for a $309 membership. This is misleading and dishonest when someone is just trying to get thru to their flight. I never would of knowingly agreed to this. I was told free!

      Business Response

      Date: 09/02/2022

      Hello *****, 

      Thank you for taking the time to share your feedback with us. We're sorry to hear about your recent experience, as well as the unexpected billing. We can confirm that your membership has been cancelled and refunded in full. 

      If you have any questions, please feel free to reach out to ***************************

      Best, 

      CLEAR

    • Initial Complaint

      Date:08/29/2022

      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 scam. For example, you cannot change your payment method unless you reactivate your account and charge the card they have on file. Even then, you have to wait 24 hours before you can change the payment method. You cant do almost anything unless you reactivate your membership so enjoy this random company having your fingerprints, pictures, credit card information, and who knows what else without you being able to do a thing about it unless you pay them more money. Insane. You also cant chat with them unless you download the app and when I did, the representative just went ahead and reactivated my membership without talking to me. These people are crazy and this company is a corrupt data-gathering scheme.

      Customer Answer

      Date: 09/23/2022

      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

    • Initial Complaint

      Date:08/29/2022

      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 canceled and turned off auto renew with Clear. The company still charges my credit card twice and had place a dispute with my credit card company.Clear still has not responded to my cancelation request.

      Business Response

      Date: 09/02/2022

      Hello ********,

      Thank you for taking the time to reach out and share your feedback with us. We apologize for the unexpected charges that you received, as well as any inconveniences caused. We're glad to see that our support team was able to assist with removing the duplicate account so we could fully resolve this for you.

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

      Best, 

      CLEAR


    • Initial Complaint

      Date:08/29/2022

      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 daughter was selected because of her age I assume. The agent told her it was free, but today I see a charge for $249 on my bank acct. She was lied to on Aug 12, 2022 at **************. She told me on the phone the man gave it to her for free she had no idea there was a fee yet alone a monthly fee. She barely travels and to be lied to like this is fraud and just down right thievery. The agents are not being truthful with people and if the customers were told the truth no one would agree to such fees. Please refund the money, as I will be disputing with my bank as well and I am going to make a complaint with the *** AND TSA. You should be ashamed.

      Business Response

      Date: 09/02/2022

      Hi *******, 

      Thank you for taking the time to share your feedback with us. We're so sorry to hear about the unexpected charge, and for the experience that your daughter had with our team. We're glad to see that our support team was able to address this and get it resolved for you. 

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

      Best, 

      CLEAR 

    • Initial Complaint

      Date:08/26/2022

      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.
      So I purchased Clear two days ago to use it and the Airport in ********* refused to Let me use it because I dont have pre-check I wanna refund in regards to the way they have me waiting right now so I can cancel because theres no reason for me to have clear if its not useful to any states I go to

      Business Response

      Date: 09/02/2022

      Hi ****, 

      Thank you for taking the time to share your feedback with us. We're so sorry to hear about your recent experience and that you were not able to make the most out of your CLEAR membership. We can confirm that a member of our support team has reached out to you to assist with your concerns. 

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

      Best, 

      CLEAR

    • Initial Complaint

      Date:08/24/2022

      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 August 7, 2022, a clearme ambassador told me I could try clear me for free. She told me she needed to take my details (DL and Credit Card) to process my free trial of the service. She explained that there would be no charge whatsoever for the use of the free trial that day.I did not receive any email from clearme confirming my free trial. However, I created an account because I realised others had been charged for not cancelling the supposedly free trial. I saw my account alright but there was no 'cancel subscription' link or button. My account stated clearly free member.I monitored the account for a while and nothing changed. So I assumed there would be no charge like the clearme ambassador stated at the airport.To my horror, an amount of $189 was charged to my credit card by clearme on August 21, 2022. This is not write! Clearme should refund the amount because their agent made misleading statements to me in order to get me to try the supposedly free service.

      Business Response

      Date: 09/02/2022

      Hi *******,

      Thank you for taking the time to share your experience. We apologize for the unexpected charge in regards to your membership. We're glad that you were able to get this resolved with our support team, and can confirm that your membership is cancelled and we've issued a full refund. 

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

      Best, 

      CLEAR

      Customer Answer

      Date: 09/09/2022

      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:08/22/2022

      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.
      Hi,I was making my way to boasts through security when a man in a non TSA uniform approached me asking if Id like to move past the line faster. He led me to a large machine and said all I need to do is plug my information in and Ill be routed to the front of the line. He said it is not a membership and the debit card insert was to find my boarding pass. At no point did he say I would be charged $189 dollars again my knowledge or permission. This is total fraud and a scam. *** contacted my bank and have had to close the account. Now I have no debit card for 2 weeks. I want my money back from ClearMe And that employee must be spoken to if not fired. This is a total scam.

      Business Response

      Date: 08/23/2022

      Hello ******,

      Thank you for taking the time to share your experience with us. We're sorry to hear about the unexpected charge and for any confusion regarding the membership terms. We have shared this feedback with our leadership team so this can be reviewed and addressed. We've also issued a full refund and cancelled the account at your request. We're glad that you were able to get assistance from our support team. 

      Best,

      CLEAR

    • Initial Complaint

      Date:08/18/2022

      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 purchased a trial version of Clear at the ************** in July of this year. I was told that I could cancel within two weeks for my entire money back. I was told that there was a Clear line in the **************, where I was going, so it made sense to spend the extra time to fill out the info and try it out. They took my eye pattern, fingerprints, passport info, and credit card info and told me that it would be $99 per year. When I returned, there was no Clear line at Zurich, nor one at the busy **************. I had a $309 charge on my account. I immediately cancelled and asked for my money back as promised. It never came. I called the office and was told that it did not get returned and that their manager would call me back. I am still waiting.

      Business Response

      Date: 08/23/2022

      Hi *****, 

      Thank you for taking the time to share your feedback with us. We apologize for the confusion regarding our locations, as well as the unexpected charge. We're glad that you were able to speak with our support team, who provided the reference IDs for the refunds that were processed via email. 

      If you have any questions, please feel free to reach out to *************************** 

      Best, 

      CLEAR

      Customer Answer

      Date: 08/23/2022

      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:08/15/2022

      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 had a trail for CLEAR and I canceled my membership on the website to prevent charges. It had an error and I was charged $189 on my bank account. I need this to be removed immediately as it is against my will and I have attempted to cancel my membership multiple times. There should have been a notice before stealing $189 from me randomly. I need assistance as soon as possible.

      Business Response

      Date: 08/23/2022

      Hi *****,

      Thank you for taking the time to share your feedback with us. We're sorry to hear about the unexpected billing. As it turns out, your membership is now cancelled and we've processed a full refund. 

      If you have any questions, please feel free to reach out to ***************************

      Best,

      CLEAR

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