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:08/03/2022

  Type:Billing 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.

  At ******* airport in early July 2022, a man approached me asking if I wanted to move through line faster, which he assured me was free of charge.So I agreed, he spoke a mile a minute but when he asked for my credit card information, I asked stated, "ah, so this is a free trial and if I don't explicitly cancel, I'll be charged then?" Because I've seen this dog and pony show before and I always prefer to just avoid such things altogether since they aren't with the effort. To which he responded, "no, you won't be charged unless you choose to extend your membership after the trial is over". Well imagine my surprise (or really my lack of surprise) when my card was charged $309 anyways on July 22, completely without my consent. Based on the other complaints here, this appears to be a common practice of this company, which seems absurd considering they are located in government funded airports. I literally don't have a single email explaining that I will be charged $309 before or after the charge occurred.What upsets me more is without really explaining what was going on, he took my fingerprints and retina scan. I take this as a major violation of my right to privacy, and more than even the money, I demand that this information be expunged from their systems. There is really nothing that they could possibly say that would convince me that they do not share this information with other parties without my direct consent.I don't care if they give me 10 years free, I still wouldn't ever use this company again.

  Business Response

  Date: 08/23/2022

  Hello *****, 

  Thank you for reaching out to CLEAR. Privacy is at the center of everything we do at CLEAR. We are committed to protecting your personal information in all of our technology, systems, and operations.
  
  We have state of the art administrative, technical and physical safeguards in place to protect our members personal information. All employees go through extensive privacy and security training, employee access to data is limited, and we host our members data in a FedRAMP-certified facility.
  
  We never sell or rent data to third parties. We do not share or otherwise disclose such information except as described in our Privacy Policy, which you can read in full at ***************************************
  
  Only CLEAR has access to a members biometric data. Maintaining the trust of our members is paramount in everything we do we go to great lengths to secure our members data and protect their privacy.
  
  At any time, you may request your personal information, including your biometrics, to be removed from all of our systems. We're glad to see that our team was able to issue you a refund, and we will be reaching out to you via email to provide additional updates. 

  Best,

  CLEAR 

• Initial Complaint

  Date:08/01/2022

  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.

  At an airport and while in the security check line, I heard people asking the line if anyone wanted to be scanned and processed for faster security checks in the future. I had my earphones on my head, but there was no sound coming through them. Just to be sure this what I heard I asked one of them, a girl, to explain. She said it was going to take approximately two minutes to have some retina scans done and some questions answered by me and then I was going to be able to pass the line upon approval. She asked me to follow her to a kiosk nearby. I was asked to give retina scans and answer some questions related to people I know and places I had lived in the past. After answering those questions, she asked me for DL and second form of ID and said a credit card would do as well. She told me not to worry because it was only for validation purposes and nothing was going to be charged to my card. Thinking that I was at an airport, that the kiosk looked very professional and it knew my son's name, some of my previous addresses and the level of security there, I readily believed her and handed her my Amex CC. Bad choice! Today after pulling my CC statement, I discovered that Clear has charged ****** dollars to my AMEX and yet they never said anything about the charge in advance.Here is the catch 22 they very intriguingly used: If they lie to your face and you believe the ** they feed you with at the Airport and you hand them the card, it is not considered fraud. It is still disputable, but through civil process rather than as a fraud crime. Clear knows that people are in a hurry at the airports and also know that people will agree on anything that will get them through the dress/undress waiting faster, they count on deceiving passengers just enough to where it becomes me vs them, one against many. After reading the many complaints about this practice, I promise to gladly participate in the class action lawsuit when the time is right.The dispute will continue!

  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 your dissatisfaction with the experience, as well as the unexpected charge. We have shared this feedback with the team as we continue to focus on enhancing the overall customer experience. 

  We're glad to see that our support team was able to get this handled and refunded for you. 

  Best, 

  CLEAR

• Initial Complaint

  Date:07/25/2022

  Type:Billing 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 asked to sign up for a free trial of Clear before my trip to ******** on July 6th, I asked multiple times will my card information will be charged if I dont move forward after a free trial - the agent assured me that I wouldnt be charged and today, come to find out, I was charged $189.00. I would like the funds to be redistributed back into my account and I also would suggest according to the other complaints on here that you train your agents to not lie to customers just to get them. I wouldve have looked into actually using the service if I wasnt for what I just experienced. I also dont even see how to login into an actual account to see anything as Ive never received any emails from Clear or remember setting up a password. The only way I know about the transaction is through my billing tracking app.

  Customer Answer

  Date: 08/18/2022

  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.