Singapore-based fitness app, GuavaPass was acquired by New York based competitor, ClassPass to combine its global fitness membership. But as with any integration, teething issues have emerged. In a statement to Marketing, a ClassPass spokesperson confirmed that the company has shut down GuavaPass in all markets where ClassPass has already established a presence in such as Singapore, Malaysia and Thailand. GuavaPass will operate in other markets until further notice.
A quick check by Marketing however found that members with GuavaPass had taken to social media to voice their unhappy on the lack of time given to complete using their membership packages. As the time frame to react was only a week, members said that they were not able to utilise the membership benefits within the period. Others were questioning the company on the refunds, which were yet to be responded to. On the matter, the spokesperson said that over 95% of members have received their gift cards/refunds, and that the team is working through cases with customers individually and encourages any users with questions to reach out.
GuavaPass, in Singapore, provided access to more than 200 partner studios and a variety of classes including yoga, boxing and dance, had sent an email to its existing members, informing of the acquisition a week prior to the official acquisition date. The email addressed that with the ClassPass acquisition, the company’s overall mission will not change. Members were told that there will also be no changes to their STILL boxing membership. The email also included a link to the terms of the legal relationship between both companies.
According to the Channel NewsAsia (CNA), couple of studio owners said that GuavaPass had delayed payments since October last year. The article added that ClassPass will be working with the studios to arrange the payments to be settled. GuavaPass was also rumored to be exiting the Singapore market this month. GuavaPass is available in various markets such as Kuala Lumpur, Jakarta, Bangkok, Hong Kong and Dubai.