Complaints

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:10/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 started using their services when I was living in Queens. They had good in person options. Since the pandemic they almost turned everything online. I had no choice left to burn my credits through the online low quality services they have but I had accumulated over 150 credits and it was very difficult to spend all these credits for the activities my son didnt even enjoyed. Then recently they just came up with 90 days use it or loose it policy. I am requesting a refund for the charges incurred from the opening of account. Unfortunately, the quality of the service provided has been unsatisfactory and Kidpass is operating with abusive subscription practices. There are no offerings in my local area, further limiting my ability to make use of the service I have paid for.

• Initial Complaint

  Date:07/24/2023

  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 am asking requesting a refund for the charges incurred from 6/3/21 --> 6/2023 totaling $1,078.Unfortunately, the quality of the service provided has been unsatisfactory and Kidpass is operating with abusive subscription practices. 1) There are no offerings in my local area, further limiting my ability to make use of the service I have paid for. 2) Despite this, I have continued to be charged even though I am unable to take advantage of the service.3) Kidpass rescinded all credits earned pre-covid; notifying users only once via email, and not pausing subscriptions for accounts that were going unused. 4) I requested a refund of unused credits and services, and have been offered only 30 day extensions on my existing credits, which again is impossible considering I am not near any of the classes offered.

  Business Response

  Date: 08/10/2023

  Hello - We have been in communication with this user in regards to credit expiration. All user credits expire 90 days after purchase, but this policy was paused due to Covid. At the beginning of the year, we began notifying users the policy would restart. Users have had since March 2020 to use these credits and were able to cancel their account at any time to avoid being charged. As this account was not canceled, the charges continued and credits older than 90 days have been expired. We've offered this customer additional support via refunds and extensions to use the credits but they are not eligible for anything in addition. 

• Initial Complaint

  Date:06/30/2023

  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.

  KidPass is an online service that connects consumers to local businesses. Instead paying local businesses directly, we enroll in Kidpass membership and purchase "credits" from Kidpass, and then use the "credits" to book services from local businesses.I paid KidPass more than $900 in last 2 years via their monthly membership program and had 156 credits in my account. However, recently KidPass reduced it to 6 credits, claiming most of them to have been expired. I believe this expiration policy was applied to my account unfairly, since they have tricked me into believing they never expire in the past 2 years.

  Business Response

  Date: 08/10/2023

  Hello there - Our policy has always been that credits expire after 90 days. We paused this policy during Covid to give users extra time due to safety concerns. At the beginning of the year, we began notifying users that the policy would restart in April and credits older than 90 days would expire. We further postponed the expiration until the beginning of June, giving users 4+ months of time to use any accrued credits. In addition, we have offered users an additional 30 days to use the credits along with additional ways for the credits to be used outside of classes on the site. 

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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'm filing this complaint because I believe Kidpass is about to steal my kids' resources by not giving us enough time to use their product and their promised convenience. I have 141 credits with them (that is **** months' worth of credits or $690.9, and my children's father has 222 credits or $1,087.8 ); we are separated, so we have separate accounts. We have invested in our three autistic children. One of my children has a terminal illness: Duchenne Muscular Dystrophy (DMD). Another of my children and I are carriers of DMD so we might develop heart problems at any point in our lives. This illness is progressive, and it has no cure. So we have lots of medical appointments. I tried working on this matter with Kidpass, but Kidpass is not giving me another option. On January 24, 2023, I got this notice:"As of March 1, 2023, our normal 90-day credit rollover policy will be in effect. As a KidPass member, you have 90 days to use the membership credits that you receive each month. Any credits that are older than 90 days automatically expire. Additional details are listed in KidPass' Terms of Service."This was Kidpass' policy before Covid-19. After Covid, Kidpass returns their policy with little time for us to use the credits. Kidpass has misled us by letting us accumulate all those credits or money. Suddenly have to use it in a matter of days. I reached out to Kidpass, and their answer is I have no other option. As a consumer and mother of children with special and medical needs. My kids are in school. We cannot use all of our credits on such short notice. So in this complaint, I'm seeking our money back since we have no other option. My ******************** are about to be stolen by Kidpass.

  Customer Answer

  Date: 03/03/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by KidPass regarding complaint ID ********.
  
  Sincerely,
  
  ***************************************