ComplaintsforKidStrong Inc. (Corporate)

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed up for the "month to month" plan over the phone and were never told of their ridiculous cancelation policy. I was told to come to the class about 5 minutes early to "sign paperwork". As instructed, I came 5 minutes early to the first class. An aggressive "coach" shoved a tablet in my face and said I need to sign many areas. Pressured by her aggression, I signed what I thought were just waivers, but apparently the cancel policy was within the electronic documents. At no time was the policy pointed out by anyone from Kidstrong or ever discussed verbally (not even during the 20 minutes sales pitch conversation we had over the phone). We let Kidstrong know we were considering canceling on April 1 after bad experiences at all 4 classes. They still failed to mention at that time that we had to give a 30 day notice. They later told us we had to email about wanting to cancel. After sending the email they told us that even though our child hates the classes we are being forced to attend until JUNE 5th. They want to charge us for 2 more months after the date that we asked to cancel. Based on their policy, we would have had to have canceled the day that we started the classes in order to be able to actually be able to quit after 1 month. Again, at no time during my discussions with the Kidstrong employee who signed us up was it said that we would be REQUIRED to attend 2-3 months of classes by signing up. The owner has confirmed their policy is to NOT VERBALLY REVIEW the contract with new members. This is completely predatory practice to slip ridiculous membership terms and cancelation policy past parents by having them sign documents in the RUSHED and CHAOTIC 5 minutes prior to class while they hold crying toddlers scared by the blasting heavy metal music in the background. What is fair is to refund the months of April and May, since the membership policies were never explained and were clearly signed under duress of the intimidating coach ******* me to sign.

  Business response

  05/13/2024

  This member signed up for a contract with us on March 5, 2024. Upon agreeing to a contract verbally over the phone, the digital terms of service and waiver were uploaded to our ZenPlanner app and registration information was emailed to the member the same day. An enrollment fee of $50 + tax was charged to the card provided by the member. March 6, 2024, before attending their first class, the member signed the terms of service and the waiver and the first month of their month to month membership ($139) was charged to the card on file. This membership fee covered classes between March 6, 2024 and ***** 6, 2024.

  
  In our terms of service it states, Membership Dues: I agree that the membership dues are payable even if I and my child do not attend classes or if my circumstances change. Membership Term and Cancellation: I agree that I will maintain membership for at least 30 days. I may not transfer my membership to anyone else. After the initial 30-day term, I understand that, except as provided in the next paragraph, I may cancel my membership at any time and for any reason. If I wish to cancel, I must provide a written notice to cancel to KidStrong Franchisee at least 30 days before the cancellation will be effective. I agree that once I have properly submitted my written notice to cancel, I will be charged for one final month during the final 30 days.

  
  The child attended class March 6, 13, 20, and 27, 2024. During these four weeks, the only communication we had with the member was that shed accidentally left a water bottle which we found and returned to her.

  
  On ***** 1 at 5:03 pm, we received a text message from the member stating, Hi! I wanted to updated KidStrong that we won't be in town for the next class on Wednesday. We are considering if we want to continue with the program though. [My child]doesn't seem to be enjoying it much. The lead coach for [my childs] class is very aggressive and militaristic. I think [my child] may just be a little too young for the atmosphere. This was and is in no way interpreted by us as written notice of cancellation as the member is suggesting in her BBB complaint. Our response on ***** 2, 2024 at 9:50 am was, Hi ******, No worries! We could schedule a make-up for [your child] if you would like? Also, [your child] will have a different lead coach in the class for the next two weeks. There was no response from the member to this text message and the ***** membership fee was charged ***** 6, 2024, per the terms of service of their month to month contract.
  
  The members husband called on ***** 10 and let us know theyd like to cancel their contract. He was asked to send an email requesting cancellation to abide by the 30 day written notice clause in their contract. The email was received ***** 10, 2024 at 1:15 pm making their effective last day of their contract May 10, 2024.
  
  A confirmation of cancellation email was sent ***** 18 letting them know the last day their child would have access to attend classes would be June 5, 2024. This email also let them know they would be charged for the last month of their contract on May 5, 2024 per the terms of service. An hour later, ****** sent a long email voicing her concerns about the cancellation policy and its unfairness, issues with our coach, and the fact that her child was experiencing anxiety as a result of attending KidStrong classes.

  It reads as follows: "I contacted Kidstrong by text on ***** 1 asking about cancelation and there was no mention in the response that we needed to give 30 days notice. I also think it is a pretty unfair policy to have a 30 day notice, when we could not tell if our child would enjoy the class until actually attending. We would have had to cancel the day we signed up to have the class end when we wanted. We were told  over the phone when we signed up it was a month to month plan, so a 30 day policy makes no sense and is contradictory to what we were told over the phone by. Why was the cancelation policy not explained over the phone when we signed up?
  
  We no longer want to attend because my child does not enjoy going to the classes. I has had anxiety and cried and every single class. The main coach for [my child's] classes is way too aggressive - yelling and blasting heavy metal music at excessive volumes for babies. My [child] is not even 2 years old. The environment stresses [my child] out. The coaches do not teach anything to the kids - just turn on the music and yell for them to do the exercises. It is not worth $140 a month for that. In addition,the main reason we joined was for my [child] to make friends. The environment at Kidstrong is completely contradictory to that. It is all based on competition,and most of the kids in the class are not encouraged to be nice and share, but rather to win and beat the other kids. There has only been one child there that has been even remotely friendly to [my child]. 
  
  Is the expectation from Kidstrong that my child is supposed to continue to be tortured in these classes until June 5th?!"

  They had attended four classes each a week apart.
  
  ***** 19, 2024 I, as the business owner, attempted to personally reach out to ****** on the phone trying to come to some sort of resolution. She was unavailable and it went to voicemail. I sent a text message asking her to please call us.
  
  The same day, she left this ****** review: Scam pricing and do NOT recommend for young children. Our child has attended 4 sessions of the 2 year old class that they recommended for him even though he is not even 2 years old yet. The classes consist of a very aggressive "coach" who starts the classes by immediately blasting loud heavy metal music at volume levels that are likely damaging to developing toddler's ear drums. After the intro, the rest of the class is continued blasting of heavy metal music while the "coach" yells for the toddlers to do different exercises. They do not actually TEACH anything. The parent is expected to lead and guide the child through the courses while the coaches very rarely help by holding a hand. Nothing taught or learned from the coaches or classes what so ever. My child has had anxiety and cried and every class he has attended. We hoped he would at least make friends at the class,but since the entire concept of Kidstrong is competition and "winning" the kids are all pitted against each other and are not friendly to each other. Even the parents seem to have the same unfriendly attitudes. There have been no smiling parents during the classes we have attended. Maybe they were all just as stressed out as I was as a parent trying to run my child through the 45 minutes of h*** While older children may enjoy the exercise and competitive nature of the program, Kidstrong seems completely inappropriate for very young children. Now to the **** PRICING MODEL: We signed up for the "month to month" plan over the phone and were never told of their ridiculous cancelation policy. On the first day of class the aggressive "coach" shoved a tablet in my face and said I need to sign many areas. Pressured by her aggression, I signed what I thought were just waivers, but apparently the cancel policy was within the electronic documents.At no time was the policy pointed out by anyone from Kidstrong or ever discussed verbally. We let Kidstrong know we were considering canceling on ***** 1 after bad experiences at all 4 classes. They still failed to mention at that time that we had to give a 30 day notice. They later told us we had to email about wanting to cancel. After sending the email they told us that even though our child hates the classes we are being forced to attend until JUNE 5th. They want to charge us for 2 more months after the date that we asked to cancel.Based on their policy, we would have had to have canceled the day that we started the classes in order to be able to actually be able to quit after 1 month. Again, at no time during my discussions with the Kidstrong employee who signed us up was it said that we would be REQUIRED to attend 2-3 months of classes by signing up. I will be reporting these predatory practices to the Better Business Bureau.
  
  I attempted to call her again ***** 22, 2024 and finally got in contact with her. I was on the phone with her for 53 minutes. I asked her for some more feedback on her complaints. The two main concerns were the class and the cancellation policy. I offered a different class time. I offered a different class day. I offered a different coach that might be a better fit for her and her family. I offered a different group of children with whom her child could experience classes that might be a better fit.I told her if after experiencing a different day/time/coach, they still didnt want to move forward with KidStrong, Id be happy to waive the cancellation fee and the charge for **** She was not happy with this and continued to become more and more upset about the cancellation policy over and over again. She says she will now be calling corporate to complain and will report us to the BBB. She was unhappy with all of these suggestions and voiced her unhappiness with our cancellation policy over and over. I explained the cancellation policy and she told me she was going to submit a ****** review and report us to the BBB and she was going to consult a lawyer. She wanted a refund for ***** and not to be charged in **** She put a stop payment on the May payment, so that was unable to be collected anyway.
  
  Upon review of her ****** profile, she has a pattern of leaving 1 star reviews of multiple businesses to include Lowes Home Improvement, Specs *************************************** Pharmacy, ******* store, multiple car rental companies, hotels, and restaurants.28 of her 67 ****** reviews are 2 stars or less. All 5 of her husbands ****** reviews are 1 star.
  
  ***** 26, 2024 she texted us screenshots of her BBB review. She also said she was going to update her ****** review to reflect that KidStrongs policy about their cancellation policy was to NOT VERBALLY DISCUSS the cancellation policy. This was never stated and is false.
  
  I responded via text, Hi ******! I hear your frustration with the situation. No one is forcing you to attend class. No one forced you to sign a contract. A contract is in place for two parties to have clear expectations of a business agreement. I apologize for your unhappiness with our cancellation policy.
  
  I tried to remedy your complaint about your class day, time and coach, and now it's clear the real issue is the cancelation policy. It is slanderous for you to have posted that I told you our policy is to "not verbally discuss the cancelation policy." That is materially untrue. That was never stated.
  
  Based on your ****** review history, maybe you've had success threatening other companies and small business with this kind of behavior to get the desired outcome you're looking for. All of our communication has been documented.
  
  We are sorry [your child] won't be able to experience KidStrong for all that it has to offer. We will truly miss not having the opportunity to see [your child]thrive in our program. We wish you and your family the best and we are here if you ever decide to change your mind. Have a great weekend!
  
  May ****** her husband left a fourth iteration of their ****** review stating, Our kid hated the classes. Kidstrong doesn't care if your kids come to the classes though, as long as they get your money. They don't actually care about the kids.

  
  Our response was, "Hey again, ****** and ******!
  
  Thank you for the fourth iteration of your ****** review. We've received your feedback and understand that you are unhappy with our cancellation policy. We apologize again for your displeasure with the policy. We have two membership options for our members: a 6 month policy at a discounted monthly rate and a month to month policy, each of which have a 30 day written cancellation requirement which is typical of most children's programs. This is clearly stated in both terms of service that each of our members sign before joining us for class which is also typical of other children's programs.
  
  We can assure you that our entire mission and reason for bringing KidStrong to ************** is to help families lay the foundation to build strong, CONFIDENT, high-character children who raise their hands high in the classroom, have an easy time making friends, and ROCK the monkey bars on the playground! We ABSOLUTELY care about the kids. Our curriculum is curated by experts in childhood development including pediatric physical therapists, family physicians, and CrossFit competitors with a holistic focus on brain, physical, and character development.
  
  Again, we apologize for your unhappiness with our cancellation policy and we will take your feedback into consideration in the future. Thank you again for your input and we wish you and your family well!

  
  It is clear the member and her husband are unhappy with our cancellation policy. We again apologize for their displeasure with the policy. 

  Business response

  05/13/2024

  Full documented account of all communication with this consumer. 

  Customer response

  05/13/2024

  I am rejecting this response because:   The business owner admitted that her employees did not verbally explain the contract and that they "needed more training". We were UNAWARE of the cancellation policy, and even after expressing to Kidstrong that we were considering canceling the employees still did not bring up the terms and requirements of cancellation. Had they made us aware of the policy we would not have canceled ONE DAY after the deadline that made them charge us for a SECOND MONTH of classes we made them well aware we were not going to bring our child to be tortured at. THEY HAVE NO EXCUSE FOR THE PREDATORY PRACTICES THEY USE TO GET MEMBERS TO SIGN UP. THEY HAVE NO EXPLANATION FOR WHY THEY DO NOT EXPLAIN THE CONTRACT TERMS IN PERSON AND VERBALLY TO NEW MEMBERS. It is clear that the reason they ask new members to come 5 minutes before class and do not explain the terms is that many people who refuse to agree to the terms. Had we been properly explained the ridiculous contract that requires you to pay for 2 months of classes unless you cancel the first day you sign up, we would never have enrolled. 

  Business response

  05/14/2024

  ******, 

  Again, we apologize for your unhappiness with our cancellation policy. You were not billed for **** as you should have been per the terms of service of the contract that you signed, because you stopped payment on the charge. We are not pursuing this by sending the charge to collections, although we would have every right to do so, per the terms of service of the contract that you signed. This is clearly the main issue you have with KidStrong and we will take it into consideration going forward. 

  Again, and for the last time, we apologize for your unhappiness with the cancellation policy. We wish you and your family the best and hope you had a wonderful Mother's Day. Thank you again for your feedback and it will be taken into consideration. 

  Business response

  05/14/2024

  Hello, 

  When handling this customer, do you take into account how many other complaints she has filed or her ****** review history? 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My grandson attended up until May of 2023, at which time we paused the membership due to the start of summer camp. At that time we were told they may not even have 3 YO classes, new owner taking over. My grandson was diagnosed with Autism June of 2023, and everything changed . He does not like crowds and we were overwhelmed with all dr, therapist ,appointments .Yes my daughter signed a contract and yes she failed to call and cancel .However, starting in AUGUST they took the hold off her account and started charging her $119.00for 7 Months to the tune of a total of $714.00.Did anyone there notice that he wasnt enrolled all these months? Yes my daughter dropped the ball on this too. Considering all the medical bills she is drowning in this single mother could really use this money ,however they have no heart and this company is shady to say the least .NO where can you find any info on the companys owner to contact. HMMM maybe there is a reason for this, they are all about the money and care less how they get it !I can see I am not the only one they have done this to!

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We reached out in December to Kidstrong Batavia requesting a trial class for my two children. They followed up with us eager to sign us up for their *Batavia* location, noting however that it was in fact not up and running yet due to issues with construction/the city permits, etc. They offered to coordinate our trial class at the Kidstrong ********** location, instead, in order to allow us to experience prior to signing up. We agreed and set up our free trial class. Our free trial class at Kidstrong ********** was amazing-- kind and energetic staff, responsive front desk, clean environment. We were eager to sign our children up for the programming. Upon speaking with Kidstrong Batavia after our free trial class (they called and texted us several times), we agreed to do 3 classes in ********** (to finish out the month of January 2024); the representative and/or owner of Kidstrong ******* ensured ** at that time (approx. Jan 8th) that their Batavia location would be opening in the next week. She then took our credit card information and processed our payment for $108.25. She informed us that we'd also be paying for our ********** location classes, which we agreed to.We have reached out to Kidstrong Batavia numerous times requesting an updated start date for their location/center, only to be told in response a varying number of different answers. The "start date of next week" has been pushed back several times, to the point now where we are receiving responses saying, "come to our open house and then you'll find out our start date/opening date." I spoke with several other members in the Kidstrong ********************** who have had similar if not identical experiences; several members have been strung along for 5 months or more. I requested a refund for the $108.25 in addition to unenrollment from their Batavia location. I was told no. I formally requested again, noting our displeasure, they refused. This branch of the franchise is committing fraud.

  Customer response

  03/05/2024

  The company has now charged us twice more (totaling more than $500) for services not approved or received. Weve reached out for a refund as these were unapproved charges yet they have ignored us as well. 
  we recommend looking into this business they are very fraudulent.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had a membership and cancelled according to policy in April 2023, was charged in May ******************************************************************No reimbursement was made. Billed again in Sept, Oct, Nov and December 2023. Total reimbursement needed $545.00

  Business response

  02/02/2024

  Upon being forwarded the complaint from KidStrong HQ, I looked into the account.
  
  Our records show the charges were refunded on December 27th, screenshot attached. 
  
  We consider this matter resolved and closed. 
  
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I signed my child up for a trial with kidstrong and paid the associated fee; in spite of my written notification stating to not initiate membership, the company began charging me $109 per month; there was no notification or receipt sent to the email they have on file, nor was there a call expressing concern that my son had not attended any sessions. I stumbled upon the recurrent charges when looking at credit card statements.I immediately wrote to the Kidstrong ********, ** location about the issue and forwarded my original email and their written confirmation of receipt that they received my message about not starting membership. I have yet to hear from anyone about this issue and its been several weeks. This company and franchise owners are fraudulent, since Ive read many complaints about the same issue.

• Initial Complaint

  10/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I recently had my son attend a trial class. At the end of the class the coach insists on selling a starter bundle which includes shirt, water bottle and stickers. I asked if he would start the month to month membership and he stated, no someone will call you to sign up. I was never contacted. However, I was then emailed a contract that I was unable to view the complete terms and conditions of the contract on the app used by the organization. I tried logging in from different devices and still could not view. Took multiple calls to reach someone and I asked what were the terms she said oh the coach signed you up for 6 months. I told her I did not agree with 6 months and wanted to discuss it with my husband. I called back, sent texts, and emails requesting month to month and nobody responded. I never signed the agreement so I better not be charged. Totally disappointed in their customer service!

  Business response

  10/30/2023

  Hello ******,

  I apologize for the delay in response. 
  I'm so sorry that we were unable to deliver the best experience for you. After reviewing our email and messaging platform we were able to locate the voicemail you left on Friday which I have attached to this email. It's 3 seconds long and does not seem like anything was said on this voicemail.
  
  I have also attached a screenshot of what your account looks like on our end. In the system it is showing you have been set up for a month month contract so I am not sure why you are seeing a 6 month contract terms of services agreement. 
  
  I do understand that it has been more than 24 hours since you sent this email and understand and respect your decision to no longer move forward with us if that is what you wish. I apologize we were not able to fix this in a timely manner as communication from your emails on the weekend after our business hours so no one was in to respond until Monday morning. 

  Thank you for coming into KidStrong for your trial class. I had an amazing time coaching your little one  on Thursday and wish you all the best in the future. 

   

• Initial Complaint

  04/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unable to get in contact with anyone at KidStrong Prosper. Don't return calls or text messages in over a week.No one ever answers the phone. I think it's very unprofessional and i have never dealt with a business where there is no way to speak to someone ever outside of having to wait 24 plus hours to get a response.

  Business response

  12/22/2023

  My apologies for the delayed response. It appears when this came in, the email bounced around a wrong inbox and I just received this last week. 
  
  I have attached screenshots and emails showing responses to different request we have received from the ***** family. Screenshots show we have responded through text message, called in response to text messages we've received, and corresponded through email. We have had delayed responses, but it is inaccurate to saw we never respond as indicated by the attached documentation. 
  
  We would love to resolve the situation so the ***** family feels like they have received the experience they deserve. 

  Customer response

  12/27/2023

  I am rejecting this response because they continue to be unprofessional and Never respond to messages and always have an excuse.

  Even more recently i emailed asking to change my daughters class. I NEVER got a response back but they sent me an email telling me my card on file didnt go through. So I responded to that email saying "You guys can send me an email about payment but i can't get a response in regards to changing my kids class day".

  They then responded making excuses AGAIN about how my email got lost in the shuffle and bustle of the Thanksgiving holidays. THEY ARE ALWAYS making excuses and never respond back in  a professional time frame. 

  Even this response they just sent. This complaint i sent the BBB was MONTHS ago, in MARCH. It is DECEMBER and they are JUST NOW responding. 

*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. ↩