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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:08/28/2024

      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.
      In April 2024, we were flying home from a family visit and were exhausted due to delayed travel at the ***************. A Clear agent shuffled us in a pretty aggressive and manipulative way into a line that would "move us to the front" if we did a trial of their services. They took our biometric info without any explanation of privacy, and not much explanation of refund policies etc. We were then not able to use their services that day due to some duplicate problem with one of our accounts, and by now we were too late for our flight to reverse the situation. We tried to call and remedy the problem but got the run-around and someone said just to try again at the airport next time. The next time we tried to use Clear at another airport, the account problem still showed up and again we were not able to use it. We have never been able to use the service, let alone "try" it and decide whether it's worth keeping, so we asked for a refund and so far they wont give it, saying we are beyond the refund window. We feel tricked into purchasing and providing our data, entirely dissatisfied with our experience, as well as very violated and taken advantage of. What an awful company.

      Business Response

      Date: 08/28/2024

      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:08/26/2024

      Type:Customer Service 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 Friday, August 2023 I walked on to a Clear line for Security at *** ( Chicago O Hare) at 11:50 AM CST. I was askef to use my eyes for Biometrics by Agent 1 but the system could not find my eyes I was then asked to enter my info which I did. Agent 2 then walked up to me and asked me to put my thumbs which I did and it didnt work either. I had also tried other fingers. I said why is this not working the response from agent - I am trying to help you if you dont like this go to a regular line. I was then sent to a regular line. There was NO REAL attempt to troubleshoot or be customer friendly. My eyes have NOT changed so if you system cant read, it is YOUR ISSUE to solve and NO I will not GROVEL for customer service. If you sell a product - make it work or employ people who know *****************

      Business Response

      Date: 08/29/2024

      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:08/23/2024

      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.
      I paid Clear at the *********** on 6/19/24 I was told that I may use the clear TSA line for my flight on this date. That proved to be lie. I was told an estimated time frame which has long surpassed. I have called multiple times to check the status of my application which is escalated to a supervisor and to TSA which neither contacts me to resolve nor processes the application. I had 6 trips over the summer which this was a benefit for. That now those trips have come and gone and I wasted my time and money applying for this! Clear has been of no assistance to make sure that this was resolved and I can not contact TSA directly because I used clear for the application. I feel like I have been duped! It his highly frustrating when their customer service is sorry this happened to you but we will treat as if you just applied and give you nothing in exchange for the inconvenience. I am utterly disgusted! I asked for a refund which they say is not an option and now I just wanted my application expedited as it has been over 60 days!

      Business Response

      Date: 08/24/2024

      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:08/22/2024

      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 purchased one year of CLEAR membership under the promotion for $100 travel credit through CHOICE Rebate. After I completed all the requirements including uploading my receipt for travel expenses, my rebate code was invalidated. This is clearly someone on the inside stole the $100 credit through fraudulent behavior. I demand to get the $100 credit.

      Business Response

      Date: 08/31/2024

      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 on 08/24/2024.

    • Initial Complaint

      Date:08/16/2024

      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.
      Your app stated I need to leave my house at 5:30 to make my flight on time. But I left at 4:00 am. I was in line with clear precheck had my account wasnt setup per clear *** and stated it would take a minute to setup! I stated to him I will go thru regular TSA due to the issues! He ignored me and call customer support to setup and delete old accounts! Once again I stated to them thats ok I will go thru TSA. After standing there over 20 minutes and couldnt get it resolved then stated to go thru TSA. I missed my flight due to this issue! I spoke with a manager name ******** and she laughed and stated I shouldve of been here two hours early

      Business Response

      Date: 08/24/2024

      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:08/15/2024

      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 July 18, 2024 at about 4 PM, my family was approached at the *************** ticket counter at ****************************************** by a CLEAR *** who offered a "2 week free promotion" and took our photos and information. She was very specific that this was not a trial offer that would default to a paid membership. I asked this specific question when she asked for our credit card information, and was assured that we would not be charged unless we decided to subscribe later on.We then went overseas for 3 weeks, and received no further messages form CLEAR. Upon our return to the **, we discovered that, contrary to the CLEAR ***'s assurances, we had been charged $288 for a year's membership. I have e-mailed CLEAR twice to request a refund, with no ***ly; it's unclear whether anyone is reading these messages.

      Business Response

      Date: 08/19/2024

      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:08/15/2024

      Type:Service or Repair 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 8/13/24, Cleae charged my card (old card number) and said the payment had failed. I went to cancel my membership and they gave me a 2 month free extension. 2 days later I see my payment went through so I reached out to chat to get a refund but continue to get my 2 free months. The agent kept saying she I would have to follow the instructions to redeem the free month and didnt see it in my account. I let her know it was nothing that needed to be done my end and the email said itd be in my account in a week. I told her I just wanted the refund and to get my 2 free months. She asked if I wanted to cancel my account and I once again said as long as I can keep the 2 free months. Told her Id reach out again within the week. All she said was have a good day and ended the chat. Rude and not helpful. Agent name was *****

      Business Response

      Date: 08/17/2024

      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: 08/19/2024

      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,

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



       

    • Initial Complaint

      Date:08/14/2024

      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.
      Hello there,I had 6 CHOICE vouchers (*********, *********, *********, *********, ********* and *********) from CLEAR new account registrations but they were invalidated due to the account removals ($89 was refunded).CHOICE advised me to ask for replacement certificate numbers for those 6 vouchers, and they indicated that CLEAR shall be issuing the certificate replacements. Please see the attached email and advise the next step.

      Business Response

      Date: 08/26/2024

      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: 08/27/2024

      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,

      ******



       

    • Initial Complaint

      Date:08/09/2024

      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.
      I have been trying for months to verify my profile using LinkedIn CLEAR verification feature which allows a profile to be seen more frequently and by more recruiters. When I attempt verification I am lead in a loop cycling between the same verification steps without any end or resolution. This is strange and discriminatory, it is possible this is a tech issue.

      Business Response

      Date: 08/17/2024

      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.

      Customer Answer

      Date: 08/19/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       I attempted the strategy the business recommended as a solution, changed my profile name from "Max" to "*******" to match the one on my ID. I also uninstalled and reinstalled the mobile app. Nothing changed and I am still stuck in the same verification loop which takes me to the page "Thank you for verifying" with a check **** before a loading ellipsis appears and takes me back to the beginning of the processes. When I check my profile no verification has occurred despite going through the verification with a success message many times. This is a discriminatory practice. Fix it. I've paid you money.

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 08/31/2024

      Hi ***! A member of our service team has reached out to you via email regarding your concerns.

    • Initial Complaint

      Date:07/30/2024

      Type:Service or Repair 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.
      A few weeks ago my friend and I were at the *********************** about ready to go through security when a worker from CLEAR asked us if we would like to try their service for free that day and explained how it worked. He stated they initially offered the first-time free in hopes they could reel more people in to using their service. He walked us through the machine, even asking for my credit card to have on file and made it clear it would not be charged at anytime unless I pursued it after signing up. At this point I was a bit hesitant to move forward but he was adamant there would be no charge. I have since received 3 emails from CLEAR but all seemed to be more along the lines of set up your account or apply for precheck so I didnt read into further as it seemed like it was still trying to entice me to buy. I had/have no plans to purchase. This AM I found my card was charged $189. I see they have a 60-day money back policy so I immediately cancelled. I am writing to provide this information to you should it be a common theme amongst this business to be dishonest (or the worker needs an refresher) and to ensure I do in fact get reimbursed by the business.

      Business Response

      Date: 07/30/2024

      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: 08/02/2024

      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,

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



       

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