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:07/29/2024

  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 was under a 2 month free trial with Clear and yet the system still billed me $248 on 7/27/2024 and then stated that I will be charged another $318 on 12/27/2024 which makes absolutely no sense. My membership is $149 plus $99 for an additional family member which was not to be billed until the end of my trial period. I am being told that the system incorrectly billed me but I can't speak to someone on the phone and can only chat with an agent on their website who is limited to not be able to resolve any billing disputes. They saw where I was still scheduled for a 2 month trial, they saw where the system incorrectly billed me $248 during the middle of the trial, and they saw where the system was scheduling yet another $318 bill for 5 months later when CLEAR memberships go for 12 months. The reference number for the billing case I was provided is ********.

  Business Response

  Date: 07/29/2024

  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.
  
  

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

• Initial Complaint

  Date:07/23/2024

  Type:Product 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 used this site to rush my passport. There is nothing rushed about it. They steal all your personal information.When you try to contact them they magically can't find your order and it takes forever to get through. I followed the directions and went to the ACceptance Agent who says they see this all the time there is nothing they can do.all this company did was populate my ds-11 and tell me which acceptance agent and where to get passport. The scariest thing is they have all of my personal information as well as my parents and husband social security number bithdates, place of birth, mothers maiden name and location of birth.Evil, Evil. I would have missed my busines trip of my company didn't get approval to deal with a real company that does something like this for you.

  Business Response

  Date: 07/26/2024

  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. 
  
  

• Initial Complaint

  Date:07/18/2024

  Type:Product 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.

  Clear recently had a promotion enticing people to sign up for their service and then receiving a $100 rebate on travel spending through Choice Rebate. Are you aware that the ********************* is most likely a scam site? There have been several reports of issues receiving the rebate. Personally, I submitted for a rebate but my voucher was reset.In this email is a link to a China forum post discussing how it is a scam company. I expected better from a company like Clear. Were they aware of Choice Rebates shady behaviors? My biggest concern isnt so much the loss of $100 rebate. It is that now some random scamming *************** has my email, phone number and address.******************************************

  Business Response

  Date: 08/09/2024

  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:07/15/2024

  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.

  Yesterday i was at DTW checking in my baggage when I was met by a lady I thought worked for TSA. She asked me if I would like to sign up for CLEAR. She said she noticed I was Sky ******** and that I needed a credit card on file but it wouldn't be charged. I said i had the **** Reserve and she said 'Perfect! They cover the whole amount'. She tapped the answers for all of the information, including my personal info. When it came time to add someone to my account, she said not to worry about about the screen showing a charge, that there was no charge. After walking me to the security, she said that if an amount shows up, not to worry it would be credited back. I contacted **** after landing at destination, they said it was not true, I will be charged.

  Business Response

  Date: 07/15/2024

  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:07/08/2024

  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.

  On 7/6/24 I call CLEAR to give a positive feedback to add an option on their chat bot to add the option of chatting with a live representative. The person who answer was very negligent on forwarding my feedback and very offensive and being very negative and gave me attitude. I told him I want to be a good person and give a positive feedback. Since he didnt want to accept my feedback I told him to go F himself. If he chooses to be like with me I will be like that too. I want a refund for this experience. Im not happy with my experience on customer service. Hope we can come to a resolution or Ill proceed with a lawsuit that CLEAR has offended me and disrespected me.

  Business Response

  Date: 07/10/2024

  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: 07/11/2024

  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 by extending my CLEAR membership by a couple a months which hasnt been told how many months yet. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/26/2024

  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.

  On June 10 I was entering security and pulled aside by the Clear staff for a free trial. Line was not that bad, but they convinced me to go ahead. At the *** they said we just need a credit card. I sold no thanks. They insisted there would be no charge and I specifically asked if it would create a subscription I would need to unsubscribe from to which I was assured no. Well today I was charges $189 when I specifically told them they did not have authorization to charge me. This is not just deceptive but outright fraudulent. In addition to a refund, I want them to quit these misleading business practices that are apparently occurring with the blessing of ********** of ******** Security.

  Business Response

  Date: 07/10/2024

  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:06/24/2024

  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 just submitted my TSA Pre renewal through Clear and was offered two months of Clear Plus to try out for free so I decided, why not. I signed up and to complete the process I went to *********** to have my fingerprints and eye scans taken. At the time I did that with a Clear Rep @ JFK, the computer said that my identity information was already on file. I've never had Clear Plus in the past, only TSA Pre. I followed up with a Clear Rep through the website who stated the same thing to me. I've also been unable to validate my Enhanced NYSID through the Clear App with my selfie after I've done the process at least ten times over at least 2 weeks. If someone could reach out to me and explain why I can't finish my enrollment and why my name and other identifies may be connected to another person, I'd really appreciate it.A copy of my current Enhanced REAL NYSID is attached.

  Business Response

  Date: 06/25/2024

  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.

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My annual renewal fee of $486 was charged to my credit card as usual. I contacted clear by phone to inform them I would be canceling my service and requested a refund. I was told I would receive a full refund and received an email stating the same. This phone call was on June 2nd of this year and I have yet to receive a refund. I have called the bank and clear at least 3 times each. Clear insists that the refund was sent but it has not appeared in my account.

  Business Response

  Date: 06/25/2024

  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 concern

  Customer Answer

  Date: 06/28/2024

  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:
  

  These are the only transactions for the $486.  As you can see I am still not refunded the $486 as of today.  

   

   

   

   

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

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business Response

  Date: 08/08/2024

  Hi *******! Our team has provided details for the refund that was processed on 06/04/2024 via the email address that is associated with your CLEAR membership and we have followed up again today. 

  Customer Answer

  Date: 08/20/2024

  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:

  It would be so amazing if these two companies clear and Citibank would resolve this issue between the two of them instead of both of them putting it off on the customer.  The problem with this situation is each company blaming the other for me not being reimbursed.  It doesnt hurt either one of them to just keep blaming the other instead of resolving it.
  

   Its definitely frustrating beyond belief that I may need to hire an attorney to get them to speak to each other and figure it out.  I am really at a loss of what to do with this at this point so I will continue to engage.  I feel like this is such a waste of time and energy. 

   

   

   

   

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

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

• Initial Complaint

  Date:06/20/2024

  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.

  CLEAR representative approached my family right before the security clear at ****************************************They convinced us through hard-sale tactics that we needed this, DESPITE ME TELLING THEM that we all are TSA Precheck Certified. The rep shrugged me off and told me this was better.I was signed up for a $188 service that I didn't need, and then escorted to the non TSA Precheck line where we all got to remove our shoes, belts, hats, empty our pockets and everything that non-TSA Precheck Certified people have to go through, even though we ALL have "TSA Precheck" on our boarding passes, but somehow "CLEAR" was supposed to be easier.My complaint is about getting CLEAR to understand that their predatory practice needs to stop.Cornering people at the most inconvenient time and forcing them into contracts that they have to cancel in 10 days is misleading and borderline fraudulent considering that they failed to clear us through the precheck that we already had clearance for!After reading other BBB complaints about CLEAR, I will hold on to every email and correspondence from them that shows that I successfully cancelled, because it looks like it's pretty common for people to be charged a year later.Stop your predatory process. It's shameful.

  Business Response

  Date: 06/20/2024

  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:06/18/2024

  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.

  On May 26th, 2024, after waiting for roughly one hour in the ***************, I was pulled out of line and told that the representative from Clear could get me through quicker (I have not heard of them before since they are not in my local airport). As a result:1) They never attempted to scan my QR code and told me I needed to go get a paper copy of my boarding pass. The waiting line for a paper copy was also a one hour wait.2) I lost my spot in line and was not permitted to go back through general TSA.3) After losing my spot in line, I missed my flight and was unable to see my sick mother.4) I had to pay $600 to reschedule my flight.5) I was told to **** *** **** ** by Clear staff (I never cursed at them or raised my voice).6) That staff member and their manager turned their badge around and would not identify themselves.7) The staff member continued to threaten to call the police in a discriminatory manner multiple times. I am a large black male, and the Director has agreed that I did not exhibit any behavior that would warrant this.8) On May 26th, I was told I would hear back with a response within 48 hours.9) I did not receive any sort of rectification until June 14th (19 days later), when I was denied compensation for my flight and solely offered an apology and 6 months free of Clear subscriptions (I do not want to work with them and they are not at my airport)Due to them cursing at me, acting in a discriminatory manner and forcing me to miss my flight all with no compensation, I am now working with my attorney to file a lawsuit by the end of the week.

  Business Response

  Date: 06/19/2024

  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.
  
  

  Customer Answer

  Date: 06/20/2024

  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:

  In forcing me to miss my flight with a sick mother, telling me to **** *** **** **, and telling me Clear would have this resolved in 48 hours, 3 weeks later, Clear offered me an apology and the ability to use their service for free for 6 months (although they do not have services where I live).

   

   

   

   

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

  
  Sincerely,
  
  ***************************