Complaints

This profile includes complaints for KidStrong Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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KidStrong Inc. has 79 locations, listed below.

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  KidStrong Inc.

  3801 Parkwood Blvd Ste 300 Frisco, TX 75034-8649

• 

  KidStrong Inc.

  9090 1st St Frisco, TX 75033-3307

• 

  KidStrong Inc.

  11123 Cerrillos Dr Frisco, TX 75035-5068

• 

  KidStrong

  A01 - 3505 Upper Middle Rd Burlington, ON L7M 4C6

• 

  KidStrong Inc.

  Fairfield, CT 06825

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:10/03/2024

  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.

  I currently have my son enrolled in a monthly membership at Kid Strong. Upon starting the membership it was advised that the business needed 30 days to "pause" the monthly membership. After over 2 months of trying to pause my membership, no one in the business seems to be able to help us. We are still being billed and have not only called but sent numerous emails and even stopped in person to have this done. At this point seeing how the business is ran, I want to cancel my plan immediately. My son has been enrolled since this business opened and we have met all the obligations of the initial contract. As of today, they want us to sign the cancelation form but still want to bill us for the following month because of the 30 day obligation, even though this has been an ongoing issues for several months. There are numerous people involved with this business that are having the same issues and there seems to be no way of stopping the billing from Kid Strong. The resolution we would like is to be refunded the past 2 months and to now cancel our agreement.

  Business Response

  Date: 11/12/2024

  This customer recently came into the center yelling at our operations specialist at the front desk, our coaches on the floor, and began to threaten the employees. When asked to leave she refused. The police were called to have her escorted off the property. At this time, her membership has been canceled. 

  Customer Answer

  Date: 11/12/2024

  I am rejecting this response because:   I have not been into this business is now over a month and have had no communication with any employee there in the same amount of time.  This statement is either completely fabricated or they are confusing me for one of their many other unhappy customers.  In the beginning of October, after threatening legal action against the business, a manger reached out to discuss the issues.  Although unhappy about the situation and outcome, it has been resolved.

  Business Response

  Date: 11/15/2024

  The AD of this location can provide proof of the call log when the police were called to have her removed from the center. The customer became ***** with coaches and our operations specialist. The only legal action that was taken was calling the police after the customer refused to leave the building willingly. Once she was told we called police she left before they arrived. 

  Customer Answer

  Date: 11/15/2024

  I am rejecting this response because:   Once again that is absolutely false.  "Proof" of a random phone log means nothing.  Attached is the proof of the ****** review my husband left.  Coincidentally, i recieved a text message within a couple hours.  Please show proof of a police report with my name on it before you just make up lies.  I will be leaving a ****** review daily if that's what it takes for this business to finally become honest.

  Customer Answer

  Date: 11/17/2024

  Since this business is clearly fabricating stories and saying there is "proof" without showing anything,  here is more people having the same exact issues I had.  Again, obviously I am not the only one unhappy with this business, maybe your "proof" is in regards to someone else.  But I'm sure the ******** page is blocked because everyone has really nice things to say about the company.

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising 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.

  We signed our daughter up for one month. We paid over the phone. We never signed ToS or got the app. No one told us we had to cancel within 30 days. We got charged for a second month, so I called. Someone named **** called and said I had signed it and there was a two month commitment. Thats not what month to month means and those terms were not explained to us.

  Business Response

  Date: 09/09/2024

  KidStrong recently spoke with Mr. ******** about our 30 day cancelation policy as noted in our terms of service. He proceeded to be upset and aggressive over the phone and before our team was able to discuss any type of solution, Mr. ******** hung up. Mrs. ******** was also previously spoken to at the time of joining about memberships and pricing. Attached is a copy of the signed terms of service that was signed by Mr. ********* Thank you.

  Customer Answer

  Date: 09/09/2024

  I am rejecting this response because:  I was not shown or explained those terms. I signed for payment for that month. No one explained this to my wife either. This entire business is a scam. 

  Business Response

  Date: 10/08/2024

  KidStrong provided this customer with the appropriate forms at the time of signing a membership agreement. At this time, we feel we have addressed this customers concerns entirely. Thank you.

  Business Response

  Date: 10/21/2024

  KidStrong provided this customer with the appropriate forms at the time of signing a membership agreement. At this time, we feel we have addressed this customers concerns entirely. Thank you.

  Business Response

  Date: 10/29/2024

  KidStrong provided this customer with the appropriate forms at the time of signing a membership agreement. At this time, we feel we have addressed this customers concerns entirely. Thank you.

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair 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 RECENTLY CANCELLED MY CONTRACT WITH KIDS STRONG WITHIN THE LAST 6 MONTHS OR SO AND THEY TOLD ME THAT IT WOULD BE CANCELLED BUT THEY HAVE TAKEN AT LEAST 3 OR SO PAYMENTS DIRECTLY FROM MY ACCOUNT. EACH TIME I CALL THEM THEY SAY IT IS TAKEN CARE OF BUT I CONTINUE TO GET PAYMENTS TAKEN OUT OF MY ACCOUNT.

  Business Response

  Date: 11/26/2024

  Mr. ******** contacted us via our chatbot on June 10, 2024 requesting to cancel his membership. It is protocol for us to respond to their request to begin the cancellation process. We sent him an email on June 10th requesting more information about the reason for cancelling as well as offering him a hold on the account. We did not receive a response from him on how he would like to proceed and in turn, unfortunately, we did not act on the original request to cancel. We have since made him aware that we did an immediate cancellation on his account for the breakdown in communication and provided him a refund for the months of July and August. At this time we feel we have resolved this customer's concerns to the best of our ability. Thank you!

  Customer Answer

  Date: 11/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/24/2024

  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 6/13/24, I scheduled an event to take place on 7/21/24.On 7/23/24, I received a call from the Middletown director apologizing for not providing services as scheduled for 7/21. ***** mentioned that he received an email from someone requesting to cancel a reservation due to a child having an asthma attack, he responded to the email, canceled my party and sent the staff home. I asked ***** to confirm the name of the person that cancelled my party to which he responded with "I'm sorry. I can't find the email".To be clear, I was never contacted by phone or email to confirm a cancelation or to notify me of a cancelation of the party. I am the only person on the agreement for the event. So why would anyone else be allowed to cancel my event without my consent it's wild to me. On 7/21, I arrived at your ********** location at 2pm. My guests arrived by 230pm as scheduled along with the catering for the event. We were left with a group of 5 year olds in the heat to scramble for a last minute location for the party.What we had to go through it was absolutely uncalled for.I did receive a refund for $399 but I need a resolution.As a result of what happened, I want this business to waive the 30 day cancellation notice and to end my membership immediately.

  Business Response

  Date: 08/13/2024

  KidStrong ********** had immediately reached out to this customer to discuss her concerns and have allowed for an immediate cancelation of her membership. At this time, we feel we have resolved this customer's concerns to the best of our ability. Thank you.

• Initial Complaint

  Date:07/23/2024

  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.

  I signed up for a six month package. I authorized 6mnths of charges. I paid in full and did not renew contract. I followed proper procedures with auto renewal and cancelation.They have proceeded to charge me every month since. 5 months. I did not authorize charges. I have been fighting for over a month to receive funds.

  Business Response

  Date: 08/19/2024

  This member signed up for a six month membership and paid one month at a time as seen in the screen shot below. She only paid 5 of the six months. As per our membership agreement, which she signed, it states that a cancellation request must be submitted in writing. There is no record of email requesting to cancel, but her 30 day notice to cancel was put through by our team on May 28th and she was refunded 4 months on August 6th. 
  
  ****** still technically owes us a month membership, and since she did not follow proper cancellation protocol as outlined in our Terms of Service, we have refunded her the only 4 months she paid beyond what she wanted to, in good will. At this time we feel we have resolved this customers concerns to the best of our ability. 

• Initial Complaint

  Date:07/08/2024

  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.

  After trying to cancel in person the last 2 weeks of May and unable to reach anybody at the location that could help we were finally able to reach a manager who told us the policy to cancel has changed and instead of canceling in person it must now be done by email. I have provided a picture of the email my wife sent to cancel the account and was very clear that **** would be his last month. Then on **** 30th Kidstrong of Sayville charged another 129 dollars to continue the membership through the end of July even though the email cancelation which they require clearly states we are canceling and **** would be his last month. I am fighting the charge with my bank after getting no response from Kidstrong. I have also talked to many people that used to go to this activity with my son and numerous people have run into problems with being charged after canceling. Thank you in advance for any help you can provide.

  Business Response

  Date: 07/23/2024

  The original email was sent on May 31st to which we informed the member they would be changed on June 30th for another payment. The mom reached out on June 30th when they were charged to question the payment. After explaining the reason, we did not hear from the mom. We tried contacting her to find a resolution that was suitable for the family to refund the June 30th charge and did not hear back from her.

• Initial Complaint

  Date:07/02/2024

  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.

  We are a military family that moved on short notice from ********** back to **************. Ive been trying to call the Carlsbad KidStrong for weeks to cancel, left messages , emailed and texted to cancel our membership with absolutely no response. I find it interesting that they called us back immediately when we were interested in joining. When you cant trust the integrity of the buisiness, you rate one star.

  Business Response

  Date: 08/26/2024

  KidStrong connected with ******* and kindly informed her that the cancelation was processed before her next billing cycle to prevent any further charges. However, the first contact she made to us to cancel was on her billing date and per our policy, that payment still needed to be processed. She was very understanding of the policy and appreciative of the follow up. At this time, we feel we have resolved this customers concerns to the best of our ability. Thank you.

• Initial Complaint

  Date:07/02/2024

  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.

  We have been trying to cancel our subscription to KidStrong since January 2024. We cancelled numerous times through their website, which is the preferred way to cancel we were told. We did receive a note back from their chat feature that said 'Please allow up to 3 business days for your center leadership to reach out to you to confirm and process your cancellation and discuss terms of service, including any fees that *** apply." We were never did get a call from our center leadership. Along with cancelling online a twice, numerous phone calls, texts and emails were sent to the company. Finally, I was able to get a call back, when posting to their social media pages about our experience trying to cancel in May. I Received a phone call from the owner and said he would refund us for the 5 months and we are cancelled at that point. A week after the phone call we were refunded for 3 months, not the total of 5 months we were guaranteed. We checked our bank account in June 2024 and our credit card is still on file and was charged again. Called owner back and he said he would fix, and would refund us for a total of 3 payments. I asked to be called back when the issue was fixed. I have not received a phone call yet. It is now July 2, 2024 and our credit card has been charged yet again and no word from owner on resolution. At this point we are demanding a refund of 4 months worth of payment which is a total of $436 and have our credit card information be removed from the system! It should NOT be this difficult!! I will not be back to a Kidstrong location and will never recommend this business to other families.

• Initial Complaint

  Date:05/03/2024

  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.

  Hello- I am having a big issue with your kidstrong ******** Location. We have not been taking classes since February. It was explained to me that we would have to pay one more month as per our contract and we would be charged one last time on 3/26 and that that would be the last payment. We have again been charged. I went to the location and they are refusing to reverse this payment that was taken. They are stating they cannot get thru to billing, they dont know the number and just cannot in any way help us. I am attaching the email in which we were told March would be the last payment made.

  Business Response

  Date: 06/13/2024

  On April 30th, a refund of $129 was issued to the parent. We typically see a 3-5 day turn around time from the time a refund is issued to the time it hits the customers bank account.

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair 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 contacted KidStrong before enrolling my two children, who are both physically and socially advanced for their ages and enrolled in higher-grade levels at school. I wanted to ensure they could be moved to an ability-appropriate group. I was assured in writing, via email, that they could be moved up after they started attending classes.However, after my children started, I was informed that moving my children to a different age group was not possible. This complete reversal from what was initially communicated to me feels deceptive and misleading. I am extremely disappointed with how this situation was handled and feel that we were misled by KidStrong's I contacted KidStrong before enrolling my two children, who are both physically advanced for their ages and enrolled in higher-grade levels at school. I wanted to ensure they could be moved to an ability-appropriate group. I was assured in writing, via email, that they could be moved up after they started attending classes.However, after my children started, I was informed that moving my children to a different age group was not possible. This complete reversal from what was initially communicated to me feels deceptive and misleading. I am extremely disappointed with how this situation was handled and feel that we were misled by KidStrong's promises. Beware of this dishonest business practice if you're considering KidStrong for your children.. Beware of this dishonest business practice if you're considering KidStrong for your children.

  Business Response

  Date: 08/19/2024

  The parents started their children in the proper classes for their age group. They had a conversation with our Assistant General Manager, requesting to move their children to groups just above their current ages as the dad felt his kids could handle it. The previous Assistant General Manager denied the request, and the dad wrote a 1 star review on ******* which alerted the General Manager of what happened. Our team immediately reached out to the dad, had a great conversation with him and moved his children to the older classes that they are still currently in. 
  
  ***** has since removed his one star review and his children have attended every week with mom, dad, and both children smiling and high-fiving all around. 
  The children have not missed any classes and are still happily attending classes in the age group that dad had requested. At this time, all has been resolved.

  Customer Answer

  Date: 08/19/2024

  I have reviewed the business response and accept this resolution.