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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:10/22/2024

      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 1, I was approached at the airport with the offer to enroll into Clear and skip the long security lines. I was told they are running a promotional campaign and thus, the offer was free. According to the Clear representative, they only needed my credit card on file for "verification". At no point did they make it clear to me that I would be enrolled into a subscription based service that would charge me the annual fee. I have only noticed this charge now and am very disappointed in this practice. I am seeking a refund.

      Business Response

      Date: 10/25/2024

      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: 10/26/2024

      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. I appreciate their fast willingness to address my concerns.

      Sincerely,

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



       

    • Initial Complaint

      Date:10/21/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 case id is ********. Been waiting for over 2 months for my $75 **** voucher.Please send me the voucher as I have already paid

    • Initial Complaint

      Date:10/21/2024

      Type:Product Issues
      Status:
      Unanswered
      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 Clear through a promotion offering a $75 **** voucher. However, even after two months, I still havent received the voucher, so I decided to cancel the membership. Unfortunately, they only issued a refund after deducting $75, assuming the voucher had already been providedwhich was not the case. I reached out to customer service multiple times, and each time they assured me Id receive the voucher within 48 hours, but it never arrived. As a result, I am left with no choice but to file a complaint.

      Customer Answer

      Date: 11/15/2024

      Better Business Bureau:

      At this time, I have not been contacted by Clear regarding complaint ID ********.

      Sincerely,

      *** ***

    • Initial Complaint

      Date:10/16/2024

      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.
      When I was at airport, I was approached by someone who asked me to go with him and sign up for a CLEAR program. He did not explain to me that it is not a program of the airport or TSA. He told me that I could get through the line quicker if I signed up. He also did not tell me that there will be a charge of annual membership fee. So I went through the process, thinking I was working with the government agencies. It is not until today (10/14/2024) when I noticed a charge on my credit card. This is unexpected. I did not realize that I was cheated and rushed to go through a process with little information. I also searched online for clearme and found a lot of complaints about this business. I decided to cancel my membership. On their website, they stated that you can cancel your membership by using the online chat on their website. I tried but ti kept crashing and did not allow me to proceed. There is no tech support to assist me to go through the process. And I could not find a phone number or an email of their customer service. This is why I am filing this complaint.

      Business Response

      Date: 10/16/2024

      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:09/27/2024

      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 approached in the airport by a very persistent sales person for Clearme.com. He told me that if signed up for clearme.com with my AMEX Green Card I would get a full statement credit from **** in the "next few months." I did so. Several months later I called **** because I had not received a statement credit. Of course any avenue for restitution ends after 60 days with both Clearme.com and AMEX, so by the time I expected to see a statement credit the 60 days had lapsed. **** told me that their partnership with Clearme.com doesn't include purchases made with the Green card - only with other classes of AMEX cards. However I just visited the Clearme.com website FAQ section where it states plainly that a statement credit will be issued to Clearme.com customers who purchased membership with an AMEX Green card. Clearme.com has denied my request to get my money back. I am very frustrated by the misrepresentation on their website and by their sales representative. This is blatant bait-and-switch scam.

      Business Response

      Date: 09/28/2024

      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:09/18/2024

      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.
      On the morning of August 30th, I went to the *********** to take a flight to ******, ** over the weekend. As I was looking for my gate, a Clear employee approached me and asked if I wanted to skip the long line of passengers for security check. They told me I needed to make a Clear account in order to jump over the line. I asked if this was free and the employee said it was $200 per month. I disagreed and she then said the first month is a free trial. She suggested that I delete my account before an entire month passes if I use the free trial so I wont be charged. I agreed and she guided me through the process of making an account. After my trip, I returned back to ******** on September 2nd (Labor Day). Two weeks later, I realized Clear has charged me $199 on September 16 2024. A month hasn't even passed by this time. That same day I email their customer support and inform them that I have been wrongly charged. A representative replies to me the next day and they ask for the email associated with my account, the time I was charged, the amount that was taken from my account, the last 4 digits of the debit card on file, my full name, and DOB. I gave them the info. On Sepember 17, they send me another email saying they don't see an account associated with that information. They proceed to ask me for the info again. I send them the info the second time. Then today on September 18, they send me exact same email asking for the info I just provided them twice. Clear doesn't have a phone number I can reach and it seems like they're playing games. I just want my money back.

      Business Response

      Date: 09/19/2024

      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:09/16/2024

      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 reached out to CLEAR to be refunded for the autorenewal subscription they enrolled me in at the airport without my consent. I was made aware of the charge today and for atleast two years in July they have been charging me. When I spoke to the customer rep ******** he was absolutely awful. **************** is not where you belong. ********************** if this is the type of brand you want then, maybe it's a company problem. You guys seem like scam artists. He said he couldn't help and ended the chat 3 times on me. I asked speak to a manager, I don't trust he escalated me. CLEAR feels like a complete scam, many times they are not opened or the *** pre line is much faster. I regret giving my biometrics and personal data to this company.

      Business Response

      Date: 09/19/2024

      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:09/12/2024

      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 August 29th I was approached by a Clear representative at the airport before the security line and sold on a trial of their service, which only skipped me slightly ahead of other customers. I was told that I would get an E-mail with membership information, how to create an online account and the details of the two week free trial period. After 13 days, no messages were received, but my credit card was charged the annual membership fee. When I try to log in and use the "Forgot Password" or "Create Password" link, no message is received to my E-mail and I have no way to log in or access the account. **************** is a runaround and does not answer or address concerns. The service is not worth the price and cancellation of the service is never explained or shared.

      Business Response

      Date: 09/21/2024

      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 regarding your concerns.

    • Initial Complaint

      Date:09/05/2024

      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.
      A CLEARME employee came up to me in line at ****************** in *******, ** on Aug. 5th. Asked do I fly often. I said not really. He says I can skip the line by going to the kiosk. Said most people aren't aware of this. Proceeds to talk fast and hit answers on the screen "for me". Told me I wouldn't be charged. I asked several times and he said they just needed my credit card for verification and I wouldn't be charged. I told him I didn't want to do it if it costs money. He said "oh no I wouldn't do you like that" several times. A month later they charged me $316.00.

      Business Response

      Date: 09/07/2024

      Hi ********! We took a further look into this and are happy to see that a member of our service team has provided a resolution to your concerns and confirmed via email.

    • Initial Complaint

      Date:09/03/2024

      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 signed up for Clear with a promotional code that confirmed that a $75 **** gift card would be issued to me on enrollment. However, no such incentive was issued to me. I contacted the company over chat and there was a ticket filed and I was told to wait ***** hours. But there has been no communication or resolution.

      Business Response

      Date: 09/11/2024

      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: 09/12/2024

      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,

      ***** ***



       

    Clear is NOT a BBB Accredited Business.

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