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

• 

  KidStrong Inc.

  9090 1st St Frisco, TX 75033-3307

• 

  KidStrong Inc.

  11123 Cerrillos Dr Frisco, TX 75035-5068

• 

  KidStrong Inc.

  Fairfield, CT 06825

• 

  KidStrong Inc.

  Danbury, CT 06810

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:08/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered my two daughters for KidStrongs summer camp program for the last two weeks of August (four total weeks purchased across both children). Unfortunately, one of them suffered an accident and fractured her elbow, as confirmed by her ******* *** advised she cannot attend camp. Due to this medical emergency, and because I cannot logistically send one child without the other, I requested either a refund or appropriate camp credits for both children. I informed KidStrong well in advance of the camp dates, showing good faith and respect for their scheduling needs.KidStrong offered only a single one-week credit, which does not align with the scope of my registration (four weeks total paid). KidStrong declined my request, citing a no-refund policy. However:-This policy was never disclosed on their website nor in my confirmation email.-As a customer, I believe I am entitled to full transparency about terms and conditions at the point of purchase.Other camps and organizations typically consider medical exceptions and offer credits/refunds in such circumstances, especially with advance notice.Desired Resolution: at least a refund of 4 weeks tuition (2 per child), or at least 2 weeks refund (1 per child) .As a new member of the community, I had hoped to establish a positive long-term relationship with KidStrong. Unfortunately, this experience has left me feeling that fairness, transparency, and customer service were not prioritized.Supporting Documentation: emails with registration information and emails with kidstrong. I can share medical records if requested.

  Business Response

  Date: 09/02/2025

  Hello - After flagging this to the leadership at this KidStrong center, my understanding is that this has been fully refunded. There was a misunderstanding by the ** of the location but it has since been taken care of. 

   

  Thanks! 

• Initial Complaint

  Date:07/27/2025

  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 enrolled my ******** and had difficulty due to his parent's work schedule to attend the sessions. I paid $238.00 I sensed there was the beginning of a problem with the ***********, ** location when I called to get instructions about rescheduling sessions on the app. The kidstrong app was not working, I called for help, NO One from Kidstrong reached back out to me for two weeks! By that time, attending make-up sessions by my grandson was impossible. My grandson was due four more lessons. This place lacks timely professional communication.

  Business Response

  Date: 08/18/2025

  This is a response on behalf of KidStrong North Hills: 

  The customer originally reached out and left a voicemail at KidStrong *********** when she was having issues with rescheduling a class. Our voicemail prompt asks if you'd like to text instead which she opted to do and mentioned she's was having issues because her grandson didn't have enough credits. Our GM responded within 48 hours that he added credits to the account so that she wouldn't have any issues. She didn't acknowledge that message. 
  
  On the next payment date, her credit card was declined. So out ** reached out to check on the payment method and the customer claimed she hadn't heard about getting credits so our GM reiterated that he had added credits and gave additional tips for rescheduling in the KidStrong Member App. She didn't acknowledge that message. Our GM later called the customer but she said  she"not at liberty to speak at length with you (the **** but assuming she was just in a place where she couldn't talk at the time, she said she'd call the center back. She never did. The ** has reached back out twice since then and has not gotten any response from the the customer. 

  We included a screenshot of the response where we had added credits to his account following the initial complaint to show we did have timely professional communication so do not believe this claim is valid. We also have a copy of the voicemail but the system doesn't allow an upload of that so attached the transcript. 

• Initial Complaint

  Date:07/07/2025

  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.

  I had my child attend in April. My child went for a few days and didnt like it. Since we paid for April and went some days I understand paying. My child did not attend at all in May or June but my card charged both times. I called to question the bill and was advised that I needed to cancel so I would not be charged for Mat and June. I said okay Im canceling today 6/9, I was told I will be charged for July since my billing cycle ended 6/8. I explained they already received 2 months of payment if I am one day off why could they not charge for July. The call was disconnected I have been calling, emailing and texting with no response. I get my July bill and Im charged. I have no way of confirming that I am truly canceled so these erroneous charges stop this is a scam

  Business Response

  Date: 07/28/2025

  Here is the response from the local center leadership and an attached screenshot to confirm the former member was not charged in July. 
  
  I spoke with the members mother earlier that week regarding her request to cancel the membership. She stated that she had submitted a cancellation request on 6/9, the day after her last billing date. I assured her that we would honor the cancellation effective immediately and that no further charges would be applied.

  Unfortunately, the member appeared to misunderstand my explanation and questioned why she was not receiving a courtesy. I reiterated that by processing the immediate cancellation and preventing future charges, we were indeed providing that courtesy. However, she ended the call abruptly.

  The membership was successfully cancelled, and no charge was made on 7/8/2025.

  Customer Answer

  Date: 07/28/2025

  I am rejecting this response because:   This is bad practice, payments were made automatically with no missed payments even though they see my child clearly stop attending in April. I called 1 day after the cut off day which I was never made aware of. I asked for thie next payment to be waived as you can see my child is clearly not attending and they received 3 months of payment for no work from them. Instead I was over talked and disregarded. Every time I spoke they spoke over me. This is a disgrace for this to be a place for kids that they take advantage of the parents 

  Business Response

  Date: 07/28/2025

  For the BBB: The member did not cancel their membership after attending the few classes in April. We do not cancel memberships on a member's behalf unless they request us to do so. When they called to cancel in June, we immediately cancelled it and we did give them the courtesy of not enforcing our 30 day cancellation policy. She is saying she was charged for July however we are showing proof that she was not. We understand that she is frustrated but the local leadership team believes she misunderstood their conversation when they did in fact give her the courtesy of waiving the 30 day cancellation policy and not charging her again in July. 

  Business Response

  Date: 07/31/2025

  The member did not cancel their membership after attending the few classes in April. We do not cancel memberships on a member's behalf unless they request us to do so. When they called to cancel in June, we immediately cancelled it and we did give them the courtesy of not enforcing our 30 day cancellation policy. She is saying she was charged for July however we are showing proof that she was not. We understand that she is frustrated but the local leadership team believes she misunderstood their conversation when they did in fact give her the courtesy of waiving the 30 day cancellation policy and not charging her again in July. 

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against KidStrong regarding the unsafe conditions of their facility and the health risk it posed to my ******** toddler, Alessio, attends KidStrong classes. On multiple occasions, I noticed that the facility was extremely hot and poorly ventilated. I brought this up to the staff, but they informed me they were not authorized to lower the temperature. There were no fans or any other visible attempt to make the environment more comfortable or safe for young children.On the day in question, Alessio experienced symptoms of heat exhaustion after attending class, which required medical attention. The room was overcrowded with children, and it was nearly impossible to breathe comfortably in the space. This environment was clearly unsafe, especially for toddlers engaging in physical activity.Prior to this incident, I had already expressed concerns publicly through a ****** review, highlighting the extreme heat and inadequate conditions. It is evident that KidStrong was aware of the issue and still failed to address it, showing negligence toward the well-being of the children in their care.I am seeking a full refund for the classes and an immediate cancellation of my membership/policy as well as the cost for the emergency visit. It is unacceptable for a childrens fitness program to ignore repeated concerns about heat and ventilation, especially when it leads to a medical emergency.

  Business Response

  Date: 06/25/2025

  Hello - Id like to submit the following information to the BBB as background on behalf of KidStrong Cibolo in *********** regarding this former members experience. 
  
  We have already cancelled the membership and did not hold them to the 30 day cancellation policy even though their June payment also never went through. 
  
  Regarding the temperature of the center, please see the details below: 
  - Our thermostat runs on a set schedule at 70 during classes and has been that way since we opened in Sept 2024.
  - Leaders can adjust the thermostat as needed so there was likely a miscommunication or misunderstanding in that conversation. 
  - The last time this family attended class was on June 4th. There were 12 kids in that class, which is less than our *** ***** capacity. 
  The HV** system was working properly. Please reference the images attached, including one of the thermostat at 11:09 a.m. on June 4 which was their last attended class. You can see the set point is at 70 and that its on occupied which means ** is on. It had gone up to 73 with the members/parents in the center but that is still an acceptable temperature and you can see it went back to 69 the following morning.
  - We obviously dont want to downplay her concern, but heat exhaustion can happen for a lot of reasons, especially during a Texas summer, and not necessarily due to something inside our center. 
  
  In full transparency, at the end of May we did have HV** issues and we immediately shut down classes out of an abundance of caution between 5/24 to 5/28.  We sent out a push notification telling parents we cancelled class keeping students safety in mind. Her class was one of the ones cancelled but we let all parents know they could make up that class at any time once the ** was fixed. Since then, weve been super proactive and have our team send temp checks a few times a day with thermostat pics, just to double-check everything is working as expected. So far, all good, as you can see in the photos attached. 
  
  We wanted to get your thoughts on this context prior to responding to the parent because it is a serious allegation and the request to cover her medical bills is a large charge for a local business without any reason to believe that the heat exhaustion came from her KidStrong class per the details above. 
  
  Let us know. 

  Business Response

  Date: 07/01/2025

  Hello - Id like to submit the following information to the BBB as background on behalf of KidStrong Cibolo in *********** regarding this former members experience. 
  
  We have already cancelled the membership and did not hold them to the 30 day cancellation policy even though their June payment also never went through. 
  
  Regarding the temperature of the center, please see the details below: 
  - Our thermostat runs on a set schedule at 70 during classes and has been that way since we opened in Sept 2024.
  - Leaders can adjust the thermostat as needed so there was likely a miscommunication or misunderstanding in that conversation. 
  - The last time this family attended class was on June 4th. There were 12 kids in that class, which is less than our *** ***** capacity. 
  The HV** system was working properly. Please reference the images attached, including one of the thermostat at 11:09 a.m. on June 4 which was their last attended class. You can see the set point is at 70 and that its on occupied which means ** is on. It had gone up to 73 with the members/parents in the center but that is still an acceptable temperature and you can see it went back to 69 the following morning.
  - We obviously dont want to downplay her concern, but heat exhaustion can happen for a lot of reasons, especially during a Texas summer, and not necessarily due to something inside our center. 
  
  In full transparency, at the end of May we did have HV** issues and we immediately shut down classes out of an abundance of caution between 5/24 to 5/28.  We sent out a push notification telling parents we cancelled class keeping students safety in mind. Her class was one of the ones cancelled but we let all parents know they could make up that class at any time once the ** was fixed. Since then, weve been super proactive and have our team send temp checks a few times a day with thermostat pics, just to double-check everything is working as expected. So far, all good, as you can see in the photos attached. 
  
  We wanted to get your thoughts on this context prior to responding to the parent because it is a serious allegation and the request to cover her medical bills is a large charge for a local business without any reason to believe that the heat exhaustion came from her KidStrong class per the details above. 
  
  Let us know. 

   

  Attachments:

  screen_shot_2025-06-25_at_8.34.29_am (1).png June 5th (1).png June 4th (1).jpg

  
  

  Customer Answer

  Date: 07/01/2025

  I am rejecting this response because:   
  

  The complaint was made on more than one occasion, including on ****** prior to June. (Which unfortunately, I cannot locate). When the issue was brought up to the instructor, it was made clear that the owners did not want to lower the *** The actual temperature of the area is very different than what is on the thermostat. There is no airflow, no fans, there was never a session when parents were drenched in sweat. Other parents also advised that the heat was intolerable. You are correct, this is serious and should be taken seriously. Claiming that the temperature was 69 and this couldnt have happened, doesnt save a child from enduring this situation on a different occasion.

  Business Response

  Date: 07/07/2025

  We are not claiming the air temperature was 69 degrees the morning of your class, we were just showing that the ** unit was working as intended in the timeframe you attended your class. This is the first we're hearing of any heat issues after we repaired the ** units. Our center leadership is able to change the temperature at any time so there must've been a misunderstanding as our General Manager was coaching your class on that day and they know they're able to change the temperature if needed. 
  
  As mentioned previously, we have already cancelled your membership with us and are not holding you to the 30 day cancellation policy.

  Customer Answer

  Date: 07/07/2025

  I am rejecting this response because:   
  I have absolutely zero reason to lie about being told we cannot lower the temp because the owners do not want us to change the temperature. From your response, yourself along with KidStrong is taking zero accountability for what we have experienced. It is unacceptable to dance around the it was working we didnt know when my child had to endure medical trauma after attending your class and the harsh conditions of the studio. You may feel like it is not that big of a deal but my child is a 1 year old and we take his health and safety very seriously. Im saddened that it was family that had to be impacted in order for you to take a second look, but I will not accept zero accountability. I will reiterate, there are no fans, no air flow, no tint and other doors to open, with 12 child and 12 adults in a 20x20 (my estimate) room full of equipment and an additional two coachs; if would consider this location lucky to only having this incident occur once. I am seeking compensation for our medical bills and ACCOUNTABILITY from the owners. I am using this form of communication as a first line of defense before we escalate this request. I thank you for your prompt response.

• Initial Complaint

  Date:04/03/2025

  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.

  I placed a hold/freeze on my kidstrong account 3/23/24 and was told no problem. The next day i notice a charge on my account. I called countless times no answer i emailed . They answered my email only and said too bad it takes 3 days. I said this was not authorized i want a refund. They said no and stopped answering me. They finally called last night and stated they will lose a customer instead of refunding. I said to cancel me then. They said since its less than thirty days notice i will be charged again another month. I said that is terrible i do not authorize any of these charges. They send a cancelation contract that tries to make you agree to these charges. I want a refund for this last charge and i want to cancel my account without agreeing to these terms of services. Terrible business they try and trap and **** their customers with no regard to losing any customers

  Business Response

  Date: 04/03/2025

  A message from the leadership from KidStrong Sayville is below: 

  We appreciate the opportunity to clarify this situation.

  
  On March 23, 2025, ****** submitted a request to freeze their membership. As we explained in our email response, our freeze policy requires a 72-hour processing period. Because the request was submitted the day before the scheduled billing date of March 24, 2025, the charge was already in process and could not be stopped. However, we assured ****** that their next billing date would be postponed until June 23, 2025, and all paid-for classes would remain available for use when they returned.

  
  Despite our explanation, the complainant remained dissatisfied and demanded a refund. We then had a phone conversation with both ******* and ******, during which we reiterated our freeze policy to ******* and the reason for the charge. During this call, he then handed the phone off to ****** where they expressed their desire to cancel their membership due to the refund not being issued. At that time, we informed them of our 30-day cancellation policy.

  Following the conversation, we sent them a DocuSign agreement to confirm the cancellation request and its terms, but they refused to sign, as they did not want to acknowledge the cancellation policy.

  We have thoroughly communicated with the complainant via email and phone, and we have documented proof of our responses. At no point did we ignore their concerns; rather, we clearly explained our policies multiple times. We understand their frustration, but our policies are in place to ensure fairness and consistency for all members.
  

  While we regret that this situation did not reach a resolution the complainant finds satisfactory, we stand by our policies, which were communicated in full.
  

  Business Response

  Date: 04/09/2025

  A message from the leadership from KidStrong Sayville is below: 

  We appreciate the opportunity to clarify this situation.

  
  On March 23, 2025, ****** submitted a request to freeze their membership. As we explained in our email response, our freeze policy requires a 72-hour processing period. Because the request was submitted the day before the scheduled billing date of March 24, 2025, the charge was already in process and could not be stopped. However, we assured ****** that their next billing date would be postponed until June 23, 2025, and all paid-for classes would remain available for use when they returned.

  
  Despite our explanation, the complainant remained dissatisfied and demanded a refund. We then had a phone conversation with both ******* and ******, during which we reiterated our freeze policy to ******* and the reason for the charge. During this call, he then handed the phone off to ****** where they expressed their desire to cancel their membership due to the refund not being issued. At that time, we informed them of our 30-day cancellation policy.

  Following the conversation, we sent them a DocuSign agreement to confirm the cancellation request and its terms, but they refused to sign, as they did not want to acknowledge the cancellation policy.

  We have thoroughly communicated with the complainant via email and phone, and we have documented proof of our responses. At no point did we ignore their concerns; rather, we clearly explained our policies multiple times. We understand their frustration, but our policies are in place to ensure fairness and consistency for all members.
  

  While we regret that this situation did not reach a resolution the complainant finds satisfactory, we stand by our policies, which were communicated in full.

  Customer Answer

  Date: 04/09/2025

  I am rejecting this response because:   This complaint is fairly inaccurate. The fact that there was a three day hold policy should have been explained to the customer beforehand rather than after the hold was placed. I had called for days straight with no answer or call back until they finally answered my email with the statement then only saying it takes three days too bad basically. I requested a refund as that charge was not authorized. They didnt answer my request via email. Then my husband called left a message and they called back days later. They simply refused to satisfy a customer who was willing to return after the refund was issued and freeze was over. At that point due to the terrible business procedure and customer service I requested to cancel. They said it was not 30 days notice (which Im unsure how if they had just charged me 30 days in advance) and said sure you can cancel but we will charge you AGAIN ****** dollars (totaling ****** of unauthorized charges) and you have to sign the cancellation document stating you agree to these terms. I can not sign this form because i do not agree and i want my account canceled immediately. I will not settle for any other answer. 

  Business Response

  Date: 04/23/2025

  This is the response from the local business owner: 

  Dear ******,
  Thank you for your follow-up, and we appreciate the opportunity to address your concerns further.

  We understand your frustration and sincerely regret that your experience has not met your expectations. It is always our goal to provide clear communication and fair treatment to all members, and we take your feedback seriously.
  To clarify the timeline and our policies:

  Your freeze request was submitted on March 23, 2025, one day before your billing date of March 24. As noted in our membership policy, which is available upon enrollment and in your member portal, freezes require a 72-hour processing period. Unfortunately, the charge had already been queued and could not be stopped. This policy is in place to ensure consistent and timely processing for all members.

  We understand that you attempted to reach out by phone. While we strive to respond to all inquiries promptly, we acknowledge that our phone response time did not meet our usual standards in this case, and we apologize for any delay. Your email was addressed with an explanation of the freeze policy, and we regret if the tone of that communication came across as dismissive that was not our intention.

  During our subsequent phone call with both you and *******, we reiterated our policy and explained the reason the March 24 charge could not be reversed. At that point, you chose to proceed with cancellation, and we informed you of our 30-day notice requirement for cancellations. This is standard across all locations and is clearly stated in the membership agreement signed at the time of enrollment.

  The cancellation agreement we sent via ******** is a standard form that confirms your request and outlines the final billing based on our policy. It is not a new or separate agreement but a confirmation of what was already agreed to upon joining.

  We understand you do not agree with the charges or the policy, and while we regret that, we must remain consistent in applying our terms to ensure fairness to all members. At this time:
  Your account has been set to cancel effective April 23, 2025 in line with the 30-day policy.

  No further charges will be applied beyond this final billing period.

  We are unable to issue a refund for the March 24 charge as it was processed in alignment with our documented policy and the timeline of your freeze request. You will, however, have access to these class sessions until May 23, 2025. 
  Again, were sorry to see you go under these circumstances, and we thank you for being a part of our community. Should you reconsider in the future, wed be happy to welcome you back.
  
  
  

  Customer Answer

  Date: 04/29/2025

  I am rejecting this response because:   Although the membership freeze policy may be posted somewhere not obscure, the right thing to do when a customer asks to place a hold on the account is to inform them of this 72 hour policy and that they are still subject to being charged, especially when i asked is there anything else that i need to do or know before i left when i placed said freeze. That was not mentioned and is really terrible to do to a loyal customer. the whole experience had left such a bad taste that we had decided to no longer continue membership. The response was not as clear and i would like clarification that my account is in fact canceled and that i will not be charged ever again by this company. I have not authorized the march charge nor do i authorize any future charges.

  thank you

  Business Response

  Date: 04/30/2025

  This is the response from the local KidStrong location: 

  We can confirm: 

  The account was cancelled on April 23, 2025.
  The account was last charged $159 on March 24, 2025. This charge cannot be refunded due to our 30-day cancellation policy, as outlined in our Terms of Service.
  There will be no future charges to the account.

  Customer Answer

  Date: 05/07/2025

  I am rejecting this response because:   The only reason I am canceling is because of this charge. Had I been told at the time of the freeze that it required a three day process and that Id still be charged, I would have been informed and been able to decide what was the right decision for myself at the time. Whether this is hidden in small contract writing or not it is not the correct way to go about business by not informing a loyal customer when they ask about details during the attempt to make a freeze. What had ensued after was rude unprofessionalism which then led us to make the decision to cancel. At that point we were informed there must be a 30 day advanced notice. Now we are out money and classes that my son was never able to fulfill so i can not accept this either. I am still requesting to be refunded as that is really the only acceptable business reconciliation . Thank you.

• 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!