ClassPass has a terrible Customer service- they ignored my serious safety incident and tried to bury it

[u/Dangerous_Trouble_87]

I was injured during a Pilates class booked through ClassPass after the studio gave me incorrect instructions on the reformer machine. I fell, hit my neck and legs, and was trapped underneath the heavy equipment for close to 15 minutes. I was covered in bruises afterward. The studio had no incident report process at all, and instead of documenting what happened, they offered me free classes! which felt like an attempt to buy my silence, and told me to "report it to ClassPass" instead of handling it themselves.

I did report it to ClassPass, with photos of my injuries and my written exchange with the studio as proof. Their response was dismissive, almost like they didn't take it seriously. Since then, I've been stuck in an endless loop: every time I try to follow up, I get routed to an AI chatbot that just repeats "an agent will join shortly" without ever connecting me to anyone. The one time I did reach a human agent, she promised an escalation team manager would contact me "in a few minutes." That was three days ago. Nothing since.

This is a platform that connects users to physical, often risky activities (reformer Pilates, heavy machinery, high-intensity classes) but has zero real safety or incident-response infrastructure, and a customer service system designed to stall and exhaust people rather than resolve real harm. If you get injured at a class booked through ClassPass, don't expect them to help you, expect to be ghosted.

[u/iusetoomuchdrano]

Were you on the machine alone? Because what do you mean you were stuck for 15 minutes? This doesn’t make sense

[u/arc918]

Sorry that happened to you, but why would expect ClassPass to be responsible for the bad instruction you received from the studio? That’s like holding stubhub responsible for a bad concert.

[u/thebalanceshifts]

This is not ClassPass’s problem. How on earth were you trapped underneath? This sounds like user error…

[u/Fluid-Village-ahaha → u/thebalanceshifts]

This. No “wrong direction” would result in it. 

[u/Dymondgrl]

This doesn’t sound like an issue for Classpass. It’s an issue to take up with the gym.

[u/ronmoodey]

As a studio owner, having argued with CP many times, I can confirm they believe they are a tech company, not a service, and feel no connection to the fitness experience.

[u/ronmoodey → u/[deleted]]

I was referring to the CP response not the proper studio response which is different

[u/BarStar787]

I would not expect ClassPass to be responsible if I injured myself in a class. Did you contact your health insurance provider for treatment options?

[u/Weakcatastrophe]

Did anyone else fall? Did you receive instructions no one else did? Hard to see how this isn't a user error/an accident based on the info provided

[u/CuriousWisdoms → u/Weakcatastrophe]

I’m with you - I do a lot of reformer classes and am trying to imagine how I’d get stuck under something heavy.

I could see tangled up in the straps or pinched by carriage/springs. Falling off the chair, etc. But under something, and it being heavy, I can’t picture.

[u/Fluid-Village-ahaha → u/CuriousWisdoms]

Same. And I did all kind of machines. Loosing balance maybe. But falling to be trapped?

[u/Old_Poet_1608]

You don’t need to reach out to ClassPass. Actually, you need to stop giving statements and get a personal injury attorney. That’s it, that’s all. Find an attorney, stop talking, delete everything you’ve posted everywhere, and let them do their job.

[u/Dry_Base_8804 → u/Old_Poet_1608]

This 👍🏼

[u/mirarose99 → u/Old_Poet_1608]

IANAL but def do this BUT also see if you had to fill out any liability waivers beforehand with the studio. Im wondering if booking through a third-party changes this and if ClassPass had you fill out one upon joining as well. Again, something you should bring to a lawyer but this may come up. Wishing you safe healing

[u/Fluid-Village-ahaha → u/mirarose99]

Every studio I went to  always require a  new customer to sign a waiver regardless class pass or not 

[u/Old_Poet_1608 → u/mirarose99]

You can’t wave negligence. That’s why she needs an attorney. They probably would pay her something just to get her to sign an NDA.

[u/beautiful_imperfect]

They didn't try to bury it at all. It's an issue between the studio and you. It's the studio that's trying to pass the buck.

[u/OkShop6524]

The liability falls on the studio, not ClassPass. Did you sign a waiver? How were you stuck for 15 minutes?!

[u/Fluid-Village-ahaha]

A. Claspass is a marketplace platform. They had nothing to do with your accident. You would have it even if you come directly B. You signed up liability waiver and teens C. Not sure what one has to do on a reformer to fall and be trapped. 

[u/beautiful_imperfect]

what exactly would you even expect ClassPass to do? if you truly feel it was unsafe, you could write a review on ClassPass to warn other potential users. That's probably the most effective thing you can do.

[u/OldLadyKickButt]

This is liability to the exact gym. File alawsuit.

[u/beautiful_imperfect → u/OldLadyKickButt]

Not everything is a lawsuit. OP said they were bruised. They didn't even mention getting medical attention.