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.

  3801 Parkwood Blvd Ste 300 Frisco, TX 75034-8649

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  KidStrong Inc

  135 Voice Rd Carle Place, NY 11514

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  KidStrong Inc

  1040 S Broadway Hicksville, NY 11801

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  Kidstrong, Inc

  3501 Route 42 Unit 500 Turnersville, NJ 08012

• 

  Kidstrong Inc

  295-335 Princeton-Hightstown Rd West Windsor, NJ 08850

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:03/13/2025

  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 was a customer of ******************** ********, **, and was initially very excited about the program. At the end of each class, they give achievement awards, where kids go up on a podium for a photo. My 2-year-old daughter was never chosen, which was fine at first, but after months of seeing her peers receive awards and level up with new shirts, she became upset.When her aunt inquired, the coaches said it was because she sometimes didnt wear her KidStrong logo shirt, and they arent allowed to give awards to kids not in the logo for marketing purposes. However, when I asked why she wasnt allowed to level up with her peers, I was told they hadnt marked her present on those dayssolely because of the missing logo shirt. This policy was never clearly communicated, and it was disappointing to see her excluded despite attending ************ I called spoke to a manager and asked to end my membership, he said I can only cancel on email and I have 1 month left of my 6month agreement. I emailed in that night to cancel. August 21st. I also left a review on ****** expressing my frustrations. So they knew we were unhappy, the owner replied to me and I said in my review I canceled. 2 weeks ago we get a text from Kidstrong "hey we missed A******** this week, make sure to stop by and reschedule" we had not heard from them since I canceled in August. Upon further investigation, after that 1st text we saw an email for a declined payment for January, but we canceled in Aug. We didn't even want to pay for Sept after how we were treated but it was an agreement I signed so I assumed that was a no. I called last week and spoke to manager *** who said he would call me back that night between 5/6 with a resolution and he never did. He also said they might not be able to refund my money, although he did acknowledge that we haven't been there since 8/5 and he had trouble finding my email I had to forward it to them again. And he did acknowledge that I sent a cancel email in Aug 2024

  Business Response

  Date: 03/14/2025

  Here is the response from the local owner of KidStrong *******: 

  Hi ****,
  What I hear you saying in both your first and now second review is that you loved the program, and your child loved it too. Thats awesomewe work really hard to create that experience.

  
  I also hear you saying that the skills of teamwork, responsibility, and showing up ready, which we ****** by having the children wear jerseys, didnt work for you. Thats okaywe know the research behind how to wire the brain effectively through the activities we do, and weve seen the results across KidStrong Nation. Not unlike team sports where uniforms are required, we require students to wear their KidStrong jerseys to class each week. 

  
  I also looked into your account. I searched for any email or text requesting cancellation and found nothing. I have now canceled your account immediately.

  
  I listened to the call between you and our GM, and he could not have been more accommodating as he tried to explain that he is new to the ******** location and was doing his best to assist you. He followed up with you yesterday via email, explaining that your account was canceled as outlined in our membership agreement, which you had access to the entire time. You signed up for 6 months, we never received a cancellation request, and you paid for 6 months. We require a 30 day cancellation, as outlined in the terms, so you still had 30 days to come to classes, which you didn't, which is what triggered the missed class notification. 

  
  There is nothing sneaky about this. We dont have many policies, and we keep them simple. They are laid out clearly in our membership agreement, which you signed and agreed to. As mentioned in both your first and second reviews, you became upset when your child was upset. 

  
  We encourage parents who want to use the science of movement and participate in fun, functional fitness to help wire their childs brain for cognitive, physical, and character development to attend KidStrong. Thats what we do, and every part of our program is intentional in how we create those resultsincluding wearing the uniform jersey.
  

• Initial Complaint

  Date:03/05/2025

  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.

  My kids started February 17, 2025. KidStrong false advertise. Their ad says that the business is to help build kids up. The coaches do not treat all the children the same. I was told by one of the coaches that each week the children would receive an award. This does not happen. My children attended class for three weeks. The coach showed favoritism and only three children received acknowledgment. The last day that my children was in attendance was finally the last straw.. The children were put in a group. They won the contest. The coach said that another group won. One of the children tried to tell the coach that his team had won. The coach stayed firm. I watched the race. The child was correct. The child began to cry. The second competition the same group won. They did not get any acknowledgement. At the end of the class, again three children were chosen. My children was part of the group that had won both games and was never recognized. They came out of the class very sad. At the end of the class I approached the coach explaining what happened I was brushed off. I approached another coach and was told she had to get back to her class. She appeared uninterested. I called the next day and informed them that I would not return with my children. They in turn charged my debit card a $258.00 termination fee.

  Business Response

  Date: 03/06/2025

  The below is a response from the ownership of KidStrong West Orange: 
  
  Dear ******
  Thank you for sharing your feedback with us. We sincerely appreciate the opportunity to address your concerns and provide clarity.

  
  At KidStrong, we are dedicated to building up every child who participates in our program. Our coaches work hard to create a supportive and encouraging environment for all children, and its important to us that every child feels valued. We are sorry to hear that your children did not feel recognized for their efforts during their time with us. We understand how important recognition can be and will certainly continue to focus on making every child feel celebrated for their hard work.

  
  Regarding the competition incident you mentioned, we take all feedback seriously and will review this situation to ensure that our practices align with our commitment to fairness and positive experiences for every participant.

  
  As for the termination fee, we want to clarify that your membership was under a six-month contract, which included a $258 fee for early cancellation. This fee was assessed in line with the agreement terms. Additionally, there is an outstanding balance of $258 for a second child.

  
  We truly appreciate your understanding of our policies. While we are unable to issue a refund, we hope this explanation helps clarify the situation. Our goal is always to provide a fun, supportive, and enriching environment, and we regret that your experience did not reflect that fully.

  
  If you have any further questions or need assistance, please dont hesitate to reach out. We appreciate your feedback and hope that your children continue to thrive and succeed in their activities.

  Customer Answer

  Date: 03/07/2025

  I am rejecting this response because:   I was told that I had to pay for one more month which was the 258 dollars. 258 dollars is for BOTH children, because the class was originally ****** PER CHILD. They also stated I would receive a sibling discount, which I did NOT receive. Where is the additional 258 dollars coming from? This company already took the 258 dollars the day I called them to cancel, which was wrong as well, because when we were speaking on the phone, she stated it would be taken out on the 24th, not the 5th.  In the contract, it does not state that I would have to pay ANOTHER month! Please explain WHY I would have to pay 516 dollars (which is two extra months) just because I decided to cancel the membership, especially when my children were treated with such disregard and RACISM, and ESPECIALLY when we only went THREE TIMES and all three times my children came home crying??? THAT in itself is wrong. I also sent the written documentation stating I would NOT be returning, so I would not need the extra month to change my mind. I truly believe they were trying to offer the extra month to change my mind so they could charge me AGAIN, so I DECLINED via email. These people are crooks and plenty of people have said so as well.

  Business Response

  Date: 03/07/2025

  Hello - 

  Our local owner of the *********** location wants to clarify with the BBB what happened here. Please see his response below: 

  She had two children enrolled in the program under a six-month commitment. They participated for approximately 3-4 weeks, but she became upset when her son didnt receive an award and requested to cancel.

  Per the contract terms, we charged her the buyout fee.  She has already paid $258. However, when we attempted to process the payment for her second ****** it did not go throughlikely because she placed a stop on the transaction.

   

  Business Response

  Date: 03/20/2025

  Hello - 

  Our local owner of the West Orange location wants to clarify with the BBB what happened here. Please see his response below: 

  She had two children enrolled in the program under a six-month commitment. They participated for approximately 3-4 weeks, but she became upset when her son didnt receive an award and requested to cancel.

  Per the contract terms, we charged her the buyout fee.  She has already paid $258. However, when we attempted to process the payment for her second ****** it did not go throughlikely because she placed a stop on the transaction.

  Customer Answer

  Date: 03/20/2025

  I am rejecting this response because:   My son? Or daughter? I had two daughters come in, not a son. You were already paid the 258 dollars for BOTH children, not ONE. The payment was 129 PER CHILD, not 258 PER CHILD. If it were 258 PER CHILD, the total price would be 516. Stop trying to take extra money from people. The contract stated 129 PER CHILD. 

  Customer Answer

  Date: 03/21/2025

  This company is trying their hardest to place the blame on the customer and not their employees, which is extremely unprofessional on their part. My child was not just upset that they did not receive an award. They were treated unfairly each time they went. The fact that whoever responded to my last complaint called my daughter my SON solidifies what I have been saying. They only treat the white children like they are special. My children were well behaved, participated the right way, and sat quietly AND followed instructions while the other children misbehaved, didnt listen, and threw tantrums and THOSE were the ones who they gave and award to at the end of each class. How does that make sense? I told THREE people what happened and was brushed off each time. When I registered my children, I was told that they would help build character, and that they would make every child feel welcomed, a promise that they did NOT deliver. And for them to try to make me and MY children seem like we were the ones at fault is extremely disappointing and unacceptable. And to top it off, they keep trying to take more money out of my account which was NOT in the contract. I paid them for their services (or lack of) already and they are trying to get more out of me. 

  Business Response

  Date: 04/15/2025

  This is the clarification from the local KidStrong center: 

  I just wanted to clarify the termination fee. The fee covers two months, which comes out to $129 x 2 for each child. Hopefully, that gives you a better understanding of how we calculated the total.

• Initial Complaint

  Date:02/10/2025

  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.

  I signed. I signed my daughter up for KidStrong classes as part of a six month commitment option that they offer. The timeframe lasted from June to the end of November. I paid a monthly fee for each of the six months where At the end, a final class farewell was facilitated, and we moved on with our lives. As I check my statement, I have been charged for the last three months, even though we had since parted ways. I called KidStrong Norwalk, and the manager, ***** stated that Norwalk KidStrong deals with the third-party refunding service. He stated he would submit my claim for a refund of the last three months, but I quote states its unlikely due to the fact that they may use terms and conditions as a reason, as commitments, the cycle goes into monthly bill billing. I was never advised this I never had access or was sent to the terms of service, and I have emailed dialogue with one of their staff members breaking down the program for me, and at no point that he mentioned there would be a monthly billing service after six months was completed.

  Business Response

  Date: 02/13/2025

  This is the response provided by the local KidStrong center (they reached out to the customer directly as well). 

   

  Hi ****, 
  
  Thank you for your patience while I looked into your account. Our program is a journey and science shows that the results we help create in kids happen over time. This is why we offer the 6 month membership option, to leave space for enough **** to lay down the wiring in the brain during the most crucial part of their lives - childhood. 
  
  The 6 month membership allows for goals to be hit, and then reset, at the lowest monthly price available. The work isn't over after 6 months, and most families continue on seeing their child thrive in ways they didn't know were possible. This is why the membership continues on, unless a cancellation is requested in writing as outlined by the Terms of Service for the membership. 

  I understand your concern about being billed for the last three months after your six-month commitment ended.

  Upon reviewing your case, I would like to bring to your attention that according to our Terms of Service, a written notice of cancellation is required at the conclusion of any commitment period to stop the automatic continuation of billing. Unfortunately, we have not received any such written notice from you indicating your desire to cancel the service after your six-month commitment.

  I understand this situation may be frustrating, and I would encourage you to review the Terms of Service, which include the cancellation procedure to ensure that we are in alignment moving forward.

  If you need assistance with any further steps or require additional clarification, please feel free to reach out. Were here to help.

  Customer Answer

  Date: 02/13/2025

  I am rejecting this response because:   
  

  you are discussing a terms of service that was not presented to me nor referred to in the email thread where I joined. Yes you may defer to your terms of service but if I was never made aware of them than this is called deceit. Also, the staff member who originally signed me up is no longer there, and your current manager acknowledged that his email appears mis leading. Im in the hole 390 dollars because of this. Please dont lecture me on where the journey just begins for my child, because this is nothing but a scam, and you try to validate it behind it being the best for a childs well being. I demand a refund.

  Also, how could staff be so incompetent to not realize that someone signed up has not attended for 3 months?? Where is the integrity? Please make it right.

  Business Response

  Date: 02/14/2025

  Hello - Our local KidStrong location has cancelled this person's membership, has communicated to them and attached their signed TOS. The center feels no further action is needed regarding this complaint and it should be closed. I've attached the signed TOS as well so you can see them. 

  Thanks!

• Initial Complaint

  Date:12/17/2024

  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 enrolled my grandson *** ***** at the Cibolo kid strong. Unfortunately I dont see him as much as I would like to so I decided to cancel his membership. Im spending money on something that is not being used. So I went on line to cancel membership. After a few days of not receiving a response I decided to go to the kid strong location in ****** Texas and I spoke to the manager. He advised me to go on line to cancel and he will then respond to my email to resolve the issue. I again went online in front of him. He told me he will have to look for it and pull my email up. So I left and told him thank you! Well almost a week passed by and still no response. So I called and spoke to a lady and told her this was my third attempt to cancel my membership. I advised her the reason being is because I dont see my grandson as much as I would like. So we talked about switching my grandsons membership over to my nephew so he could go instead. That way there is no loss in me spending on a membership that wasnt being used. The lady I spoke to said she would call me back or text me back after she tried to figure something out for me. Well days later she hasnt contacted me and still no response to my email. This is now my 4th attempt and it is ridiculous that it has gotten this far I tried corporate in a plan to continue the membership. I tried reaching out . No Im mad that Imbeing ignored.. Will you please get back to me via email or text?? Thank you.

  Business Response

  Date: 01/02/2025

  We got in contact with the customer and we got it resolved.

  Our response is below: 

  Thank you for bringing your concerns to our attention, and we truly appreciate the opportunity to address them. First and foremost, we apologize for the delays and frustration you experienced in resolving your request. This is not the level of service we strive to provide, and we regret any inconvenience caused during this process.
  
  Were glad we were able to connect with you recently to work on transferring Elis membership to your nephew, as discussed. We understand that youre currently deciding on the best day and time for him, and were happy to proceed once youve finalized those details after the holidays. Please dont hesitate to reach out when youre ready, and well make the transition as smooth as possible.
  
  Your feedback is incredibly valuable, and weve reviewed our processes to ensure that future requests like yours are handled more promptly. We truly appreciate your patience and understanding, and we look forward to continuing to serve your family.
  
  If you have any further concerns or questions, please feel free to contact us.
  Thank you for giving us the chance to make things right.

  
  

• Initial Complaint

  Date:12/06/2024

  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.

  10/23/2024 I decided that we would like to cancel our membership because of lack of money and lack of time to make it to classes. I send an email out to KidStrong after text messaging them. 10/28/2024 I received a response that they processed the cancellation. November came everything was fine. December came and I see a withdrawal from my bank. 12/02/2024 I contact them to ask why? 12/03/2024 they replied they dont know why that happened and that they voided the payment. I check my bank again 12/04/2024 payment was successfully withdrawn and additional payment was pending. Emailed them and nothing. 12/05/2024 check my bank second payment was successfully withdrawn AND a third payment was being processed. I called in a panic explained the issue and how I cancelled because I wasnt making ends meet. And this is causing me more issues. They said theyll contact their IT billing department because they dont see any payment on their end. 12/06/2024 I havent heard back. All 3 withdrawals have been successful for a total of $387. Now Im negative $245. Bank will be issuing me 2 overdraft fees. So I will be negative an additional $70. Im sure that this wont be solved before fees apply so I want to have those payed for as well.

  Business Response

  Date: 01/07/2025

  Please see the response below from the owner of KidStrong *******************. This was from December ******************************* the holiday shuffle. 

  We were aware this review was coming as we have been in close communication with ******. This matter has been 100% handled and we have made it right with ****** as this was truly our fault and not hers in any way. 
  
  To top off being incorrectly charged then the refunds took an extremely long time (***** days) to process back to her account, which we have also never seen happen before. 
  
  ****** has received her full refund and we have taken the responsibility and mailed her a check to cover the $70 in overdraft fees that she incurred. I spoke with ****** today and we have also added a makeup class pack to her account as an apology for the inconvenience her family went through. ****** said that she would update her review with the BBB once they sent our response to her as we all agree this matter has been handled to the best of our abilities.

  Customer Answer

  Date: 01/08/2025

  I have reviewed the business response and accept this resolution. It was greatly appreciated that the owner reached out to me and apologized for the inconvenience. It was beyond appreciated that she gave us a few classes for the inconvenience, was not expecting that at all! I do truly love their business and hope to be back soon!

• Initial Complaint

  Date:11/21/2024

  Type:Product 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 10/08/2024, I registed their day camp for my daughter for two days - 10/10/2024 and 10/11/2024. I paid $120 for the two days camp. I took my daugher there on time on 10/10/2024, the coach told us we are the only one registed the camp. This is a group class, and they decided to cancel the class and refund us. We came home, we did not receive their service because Kidstrong decided to cancel the camp. They have never refund us. They don't answer our call, they never call back for the voice message. I raise the complain here and I attached their email, which states they decided to cancel the camp.

  Business Response

  Date: 12/02/2024

  This issue has been resolved with a processing of a refund to ********* credit card on file. Unfortunately, this situation came down to a coach communicating to the family that since they were the only ones signed up, we would need to cancel the camp. This was not communicated to our admin team, so when ******* first asked for a refund, he was given the blanketed answer of "we do not offer refunds for camp, but it can be used for future camps" not knowing WE did the canceling of this camp.
  
  Our General Manager spoke with ******* and let him know that we have processed the refund and truly appreciated his feedback and understanding on the lack of communication from our team to him. Once the refund clears on his end, he noted he would go to the BBB to let them know to close the case as well as removing the ****** review. 

  Customer Answer

  Date: 12/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/30/2024

  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 was charged by Kidstrong ***** stream of $149.00 last September 9 2024 for the membership of my daughter unfortunately we got a family problem (personal) that we were not able to drop her for the session.. its supposedly its a 4 sessions now that im able to drop her the person I talked said that they cancelled her membership and they can give her 1 session only for $149 and they dont want to give refund please help me thank you

  Business Response

  Date: 11/15/2024

  This customer's request for cancellation did not come until August 22. Our last time billing her was August 17 and she technically was supposed to be billed September 17 but never was. We are unaware of any September charges she is referring to but would be more than happy to look into it further if more context can be provided. Thank you.

• Initial Complaint

  Date:10/24/2024

  Type:Order 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 signed my two kids up for KidStrong in February 2024, 4 months prior to opening. It was impossible to get untouch with someone prior, but I've heard such great things that I still signed them up against my better judgement. Since they opened in June there has been constant employee turnover. There have been 3 instances of computer's not working so class needing to be canceled 20 minutes into the class time and no compensation given to class members. I was charged for a jersey when my child "ranked" up even though I declined one and it was impossible to get in touch with anyone even though I called multiple times, text messaged, and emailed. The classes have too many kids for only one teacher. It is a horribly run facility and the franchise owner should be ashamed of themselves and the company should fire them because they are giving a bad name to a product that I previously have only heard good things about. This is just a money hungry scam.

  Business Response

  Date: 11/12/2024

  Our team has been in communication with this customer over the phone. The customer stated there was a time the class experienced technical issues to which she did not want to stay, so they left the class and scheduled a make up class. She then stated she experienced three technical issues since opening (June 3rd). She experienced one false charge and it took the coach time to figure out how to reverse the charge but the coach was able to provide the refund. She said she tried to communicate this in center to coaches, but she hadnt heard back from anybody. She said theres been a lot of turnover, but within the last three weeks things have gotten a lot better because its way too chaotic with just one coach (trinity style) and the performance and the program's delivery is so much better with two coaches. *********** main point was paying a high amount of money for a membership and being concerned with turnover, causing what feels like chaos going on and her son not being able to focus because there wasnt enough control of the class. She stated again the last three weeks have gotten a lot better and shes not looking to cancel her membership and really appreciated KidStrong calling her. The KidStrong area developer had told her that the Better Business Bureau reached out to us and that KidStrong wanted to address her concerns, and shes very grateful for that but there was nothing really to resolve except that she wanted to be heard. She is still planning on returning to class with her son and just wanted to stress that his class having 15 kids in it and two coaches has been more enjoyable. The customer mentioned she would look into how to remove the BBB case later today. 

  Customer Answer

  Date: 11/14/2024

  I have reviewed the business response and accept this resolution. But it also contains false information. I did not leave the class because I didn't want to wait when there were technical issues. The class was canceled after 45 mins of technical issues. I waited around for 45 mins. I have also canceled my daughter's membership because she hated it and have since canceled my son's membership because after the last class on 11/8/2024 with only 1 teacher he decided that he did not like it.  

• Initial Complaint

  Date:10/14/2024

  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 entered my 3 children each into a 6 month contract with this newly established gym. Start dates for my children are as follows; April 7, 2024 and March 27, 2024. Two children had the start date of April 7. A couple of months before the contract was set to end I let the studio manager know I would be paying off the remainder in cash. I also checked in several times with them to make sure I was up to date on every communication preference they chose. I also made sure when they went through a management change, the new manager was aware of my preference to pay cash. While I know conversation cannot be proven, the facility was fully aware that I would be ending my time there. Despite countless communication attempts on my part both verbally and via email or text asking for confirmation that my account was closed I found I was charged two additional payments of $79 on September 27 and the other a couple of days later. After battling just to get a response as to why this was, I was told they required 30 days AND an additional payment and they waived the remainder of the money I owed them. Ive never been able to find any such terms in any of my searching. It seems if that was the rule it shouldnt be so difficult to find. And they shouldnt have a problem producing this document. They currently will not produce a written contract signed by me that states 30 days and an additional payment, nor will they respond to my text or emails. Im hoping this can be resolved here and not taken further. Thank you.

  Business Response

  Date: 10/21/2024

  Mrs. ******** we sincerely apologize for the lack of service you have recently received. We were unaware of the lapse in service until just recently. Please find comfort in knowing that the employees responsible are no longer employed by us and we have taken every measure to satisfy the account to include the requested refund. I (****) have personally enjoyed getting to know your family and yourself while in the center and hope to see you all in the center again in the future. While we do have the signed terms and conditions, we are escalating this and will be issuing a refund for the lack of customer service. Thank you.

• 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.