Complaints

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

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• 

  Flex Storage Inc.

  2980 NE 207th St STE 307 Aventura, FL 33180-1462

• 

  Flex Storage Inc.

  2719 Hollywood Blvd Ste 1 Hollywood, FL 33020-4821

• 

  Flex Storage Inc.

  1065 SW 8th St PMB 5012 Miami, FL 33130-3601

• 

  Flex Moving & Storage

  1067 N Hercules Ave Ste 6 Clearwater, FL 33765

• 

  Flex Storage Inc.

  1207 S Powerline Rd # 107 Pompano Beach, FL 33069-4311

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:07/06/2025

  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.

  The company used a trailer that was to small for my move. I mentioned this to the movers several times, and when they actually saw my items they knew my stuff wouldn't fit but stated they would try their best. The movers ended up stuffing as may of my items as possible into the small trailer, which caused damage to my bedroom furniture, my sofa, and they failed to transport a basketball hoop. The movers spent more time attempting to make my items fit into the small trailer, which extended the time needed for the move. It would've been helpful if the movers actually wrapped my furniture to prevent damage but they only wrapped the less expensive items. In addition one of the movers spent more time on their cellphone, which required their partner to do more work. I filed a claim with the company and they are reimbursing $149 on a $1500 sofa that I need to replace and told me to address the damage to my bedroom furniture with my insurance company. They also blamed me for them not transporting my basketball hoop. "your or third party's negligence or willful act contributing to the claimed damage".

  Business Response

  Date: 07/09/2025

  Flex is a moving and storage company that offers rentable trailers for Point A to Point B moving services. For an hourly charge, Flex also provides wrapping, loading, and unloading services to facilitate moves. Flex does not offer box trucks or any other form of transport; this is outlined in our sales calls, as well as our website at www.flex.storage.

  Customer ******* ***** first contacted Flex on 20 May 2025 for a 7' x 7' x 14' trailer rental - our largest size available in her region - to service her 16 June 2025 move from 86155 ******** Isles Wy, Apt 3, *****, FL, *****, to 65461 Crested Heron Ct, Yulee, FL, *****. See the attached Appointment Quote and Appointment Confirmation emails, which outline the hourly rate, as well as the $0.60 per pound per item damage coverage policy.

  Regrettably, some of the items ***** required Flex to service could not fit inside the trailer, as the 7' x 7' x 14' trailer was too small for her actual needs. Rather than have Flex conduct a return trip, ***** opted to bring her TVs and other items to her Crested Heron address herself.

  Damage is never an expectation when using ****** services, but in the unlikely event of damages, Flex offers a claims process subject to ****** Limited Security Warranty Policy (www.flex.storage/lswp) and Terms of Service (flex.storage/terms-and-conditions).

  On 21 June 2025, ***** provided Flex with images of 3 damaged items, and noted that one item, the basketball hoop, was left behind.

  ******* bed frame and dresser were not covered under ****** Limited Security Warranty Policy, to which ***** agreed when booking ****** services. Per ****** Limited Security Warranty Policy, visible at flex.storage/lswp,

  "The Limited Security Warranty does not apply to, and Flex shall not under any circumstance be liable for, any damage or loss that falls into the following categories: [...] (iv.) loss or damage to composite wood items, such as pressboard, particle board or ready-to-assemble furniture."

  Additionally, as ***** had access to her Point A location, and as ***** declined any additional services for her basketball hoop, the basketball hoop was denied coverage, as the item was not lost and was not serviced by Flex.

  In alignment with the state-standard $0.60/lb/eligible item policy to which ***** agreed when booking ****** services, **** offered $149.40 for the couch.

  Should ***** have any questions, ***** is encouraged to reach out to ****'s claims team through ****'s established lines of communication for additional discussion.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23561966
  
  I am rejecting this response because:

  I was not informed that the 7*7*14 trailer was the largest trailer available for my ***** I actually contacted the office prior to the move to make sure I was given the right size and was dismissed. I was not told the size of the trailer ahead of time nor was it mentioned that didnt have anything larger. Also the movers told me Flex has larger trailers, they didnt know what was on my list to live prior to me telling and showing them. When I initially spoke with **** about my complaint it was relating to the time it took for the movers to maneuver things inside that small trailer in order to make my items fit. The damages caused to my personal items was an after effect. Had Flex sent the appropriate size trailer, we probably wouldnt be having this issue. 
  
  I did not deny a return trip to my old address, I actually asked the mover if it were possible and she told me Flex would charge me more and that they would try to fit as much as they could into the trailer. Ive attached an email sent to me yesterday, where Flex told me it was my responsibility to return to the property to retrieve my items, they didnt even mention a return trip being offered. 
  
  moving the tvs on my own wasnt a part of my complaint, but Im glad you mentioned not moving them and that I offered to do that myself because again it would not fit in the trailer and Im happy I didnt allow them to be moved to avoid damage that $149 does not cover. Parts of my son bed rails were also left (forgotten) at the old property, which I had to return to retrieve. Now the mover acknowledged her mistake. The mover  told had more empathy and accountability than the company. 

  My dresser and sofa were not wrapped, and maybe if it were wrapped, no cushions were used to protect them. The damage to the headboard couldve been avoided if it were wrapped and nothing placed on top of it to dig a hole in it. The dresser was scratched, again if protective methods were utilized, that couldve been avoided. 
  
  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/11/2025

  We receive ******* feedback. While we stand by the original claim offering, issued in alignment with Flex's Limited Security Warranty Policy and Terms of Service and the $0.60 per pound per eligible item policy ***** agreed to when initially signing up for ****'s services, a member of our team has reached out and established contact with ***** for further discussion.

  We appreciate ******* ******** while we work to resolve these concerns.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23561966
  
  I am rejecting this response because:
  $.60 per pound for eligible item is claiming that my sofa is about 90lbs which is grossly inaccurate. The basketball hoop that was not transported is well over 90lbs, so what is exactly am I being reimbursed for? 
  the damage to my bedroom furniture couldve been avoided had Flex taken the appropriate measures and treated my belongings with care. I now have to replace over 3k work of furniture. Flex staff told me to file a claim with my insurance, which means I have to pay a deductible for damages caused by a company that has liability insurance. 
  Standing firm when your company is at fault is ridiculous to me. Blaming a customer when your company was reckless and irresponsible is poor customer service 

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/30/2025

  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.

  To whom it may concern, we have been back and forth with my credit card company with this issue several times. This issue brief and to the point is this. Number 1, all of our correspondence was over the phone and I was never directed to a website. I originally called and was told to pay $139 for a storage box to be dropped off to my house and once we loaded everything into it, It cost another $139 to be taken to storage. Then I was told the storage was going to be a little over $200 every month which I paid. I called to get my furniture delivered to my new address and I was told to pay another $139. Upon receiving my credit card statements I was charged $709.50 in addition I paid a little over $100 for an early call fee. I called back and they gave me a subtle threat they said I wouldn't get my furniture if I didn't pay. I emptied the truck the day they dropped it off and called and told them to pick it up. I was told they wouldn't pick it up until Saturday. I called them back that Thursday and said they don't get it by then Ill have it towed off my property. They then woke me up at 3 AM to get it that night. Today I called ******* and he said we would receive an email from his boss regarding this issue. ******* said he would call back and update along the way also.

  Business Response

  Date: 07/07/2025

  Hello,
  Flex Moving and Storage is committed to ensuring the utmost satisfaction of all our customers, and we are pleased to confirm that a comprehensive and mutually agreeable solution has been reached in this particular matter.
  Upon learning of Mr. ************ concerns, a dedicated team from Flex Moving and Storage promptly initiated direct communication with him. Our objective was to fully understand the specifics of his situation and to collaboratively develop a resolution that would meet his expectations and uphold our standards of service excellence.
  Through open and constructive dialogue, Flex Moving and Storage and Mr. ******* ********** have engaged in a thorough review of the circumstances. We are delighted to report that both parties have come to a complete understanding and have formally agreed that the matter is now definitively resolved.
  This resolution signifies that all aspects of Mr. ************ original issue have been addressed to his satisfaction, and there are no further actions or outstanding items required from either Flex Moving and Storage or Mr. *********** We appreciate Mr. ************ cooperation and patience throughout this process.
  At Flex Moving and Storage, we continuously strive to provide reliable, efficient, and customer-focused moving and ********************** solutions. The successful resolution of this matter reinforces our commitment to transparency, accountability, and the well-being of our clients.
  We thank you for your continued trust in Flex Moving and Storage.
  Sincerely,
  The Management Team
  Flex Moving and Storage
  

• Initial Complaint

  Date:06/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 21, 2025, I received a booking confirmation to move items from *****, ***** to **************, *****. I had provided Flex Moving with the date, pickup up and delivery addresses so they could provide the cost for the move. The delivery address was included in the confirmation. They did not include the pick up address however they had that information in order to provide the cost for the move. I called ***** after receiving the booking and was told all is good and they would work with me if I needed to change the pick up time, if I needed to cancel the move, I would need to do that by May 27. I received a call on May 27, 2025 from **** to confirm the move. The date, time and addresses were confirmed again. On May 29, 2025 I received a call about 8 PM CTS from a representative with ****. He informed me they need to cancel the move. The reason was they did do not service my delivery area. I couldnt believe this was happening was very upset. They canceled less than 24 hours from the scheduled pick up. They had confirmed the date, time pick up and delivery address multiple times. Im a senior citizen and a veteran. This caused undue stress and anxiety on me. I live in **************, ** and due to health issues cannot drive the distance from here to *****, **. I had booked a flight to fly to *****, ** & a rental car to meet the movers at the storage unit for the pick up on May 30, 2025. I had to pay for another month of storage fees due to them canceling the move. The representative that called to cancel the move said the good thing was that I would receive my deposit back. He made it sound like he was doing me a favor they canceled not me.

  Business Response

  Date: 07/02/2025

  Flex is a moving and storage company that provides Point A to Point B household moving services.

  Customer ****** ***** booked a move from *************************************, to ************************************************************************************, scheduled for 30 May 2025. Unfortunately, **** does not service ******* end address.

  Per our Terms of Service, visible at flex.storage/terms-and-conditions, 

  "Flex will not pick up, deliver, or return User Items at or to an address that is outside our then-current delivery zone (a Service Area), unless we otherwise agree to do so in writing. To determine whether a zip code is within a Service Area, you may input a zip code into the Website and review the results. Times given for pickup, delivery, collection, packing, and returns are only estimates and Flex shall not be liable for any delays."
  

  On 28 May 2025, Flex informed ***** that we would not be able to service the appointment, and refunded in full the advanced payment.

  Flex is not liable for third-party expenses, such as retaining a new moving company, changing flight arrangements, etc. Per ************** Security Warranty Policy, visible at flex.storage/lswp,

  "The Limited Security Warranty does not apply to, and Flex shall not under any circumstance be liable for, any damage or loss that falls into the following categories: [...] (x.) financial losses due to third-party fees or charges."

  Flex has refunded all charges ***** has paid Flex. Should ***** have any additional questions for our team, ***** is encouraged to reach out to Flex through ******* established communication channels with Flex.

• Initial Complaint

  Date:06/17/2025

  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 was quoted $420 - $540 for this move. This company then proceeded to overcharge me. They took a $200 deposit, then proceeded to call me while I was moving and tell me they were charging me $610. I was confused since this job was a total of 4 hours. The movers arrived at 12:30pm and left at 4:40pm so it should have been around $480, however, they then proceeded to do three things:1) they then let me know about an additional hour travel fee that was NOT discussed at any time before this call 2) Told me they would bring it down to $575 for their apologies for the confusion 3) proceeded to charge me a total of $810. This was between the $200 deposit and the additional $610 they charged me. How in the heck did I go from a quote of $420 to being charged twice that? I have reached out to customer service however, I have been ghosted by my initial contact and am getting no help from the other people I've managed to get in contact with.The initial contact I had is now ghosting me. I have called several times and my number immediately goes to voicemail - so he probably blocked me after charging my card far more than they were supposed to. When I reached out to a different customer service number he said 'that's odd they would charge you an hour for travel. we don't do that." My last point of communication was through email with their customer support team saying "We charged you $810 for 5.75 hours" and offering no help for this situation. How I got to 5.75 hours, I am uncertain.I am very confused on how this is allowed. They are essentially telling me "sucks, deal with our poor communication and unclear, hidden fees."

  Business Response

  Date: 06/30/2025

  Flex is a moving and storage company that provides rentable trailers for Point A to Point B household moving services, billed at an hourly rate. When a customer books an appointment with Flex, they are provided a non-binding estimate with a low- and high-end cost, built around the customer's point-of-sale description of their scope of service needs.

  Flex bills a $200 advanced payment 48 hours prior to a move. During the appointment, when the hourly rate approaches the top of the estimate, Flex bills the entirety of the estimate, and should the appointment fall under the high end of the estimate, Flex refunds the difference. If the appointment exceeds the high end of the estimate, Flex bills the remaining hourly rate at the end of, or shortly after, the appointment is completed.

  Customer *** ******** first contacted Flex on 10 June 2025 and ordered a Point A to Point B moving service scheduled for 13 June 2025. ******** received a non-binding estimate. During the 13 June 2025 appointment, due to ********** actual needed scope of services, our movers exceeded ********** non-binding estimate costs. As such, while Flex billed accurately for services Flex provided ********, this fell outside ********** budgeted costs for this move, resulting in the dispute.

  ******** immediately notified Flex of this dispute, and has been working with ****'s various escalations teams to come to an agreement. Flex has refunded ******** $400, which ******** has confirmed resolved ********** dispute with Flex.

  Should ******** have any additional questions, we encourage ******** to reach out through established communication channels with Flex.

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a move from my 2 bedroom apartment in *******, ** to a house in ***********, ** on June 7th 2025. The entire experience was a nightmare .Late movers, lack of communication, lack of time management, damaged items, damage to my new house and severe unprofessionalism. I have tried to contact this company many times for this past week and have been met with nothing but unanswered questions and being told my message would be passed along. I have filed a claim for damages and was told I would hear back within 48 hours. I have not. The movers fought in my stairwell causing my apartment manager to contact me regarding my domestic dispute, I then had to explain it was the professional movers I hired. The entire move took well over 14 hours , and I extremely disappointed in how the service was executed, and even more disappointed in how the company has handled my poor experience. I paid $1200 and am having to spend well over that to replace my items. Any and all help would be greatly appreciated.

  Business Response

  Date: 06/26/2025

  Flex is a moving and storage company that offers rentable trailers for Point A to Point B moves. For an hourly cost, **** offers loading, transportation, and unloading services. While damages are never an expectation with ****** services, as **** offers a human service subject to human error, in the unlikely event of damages, **** offers a claims process with a 7 - 10 day expected turnaround.

  Madison ****** first contacted Flex for a Point A to Point B move on 15 April 2025, slated for a 7 June 2025 appointment date. On 7 June 2025, Flex transported ******** household items from ***************************************, to **********************************************. The total cost of this service was $1207.

  On 10 June 2025, ****** notified our team of service issues and item damages. Between 10 June 2025 and 20 June 2025, ****** remained in contact with our claims team. On 20 June 2025, ****** received a refund offer of $1207, which equals all charges ****** paid to Flex. ****** has confirmed that this offer resolves her issues encountered during ******** appointment.

  Should ****** have any additional questions, we encourage ****** to reach out to Flex through ******** established lines of communication with our team.

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Madison ******

• Initial Complaint

  Date:06/13/2025

  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 contracted *********** to move my MIL 17 miles from one senior community to another closer to family. I was quoted a price range for the move at $120/hr for roughly 5-6 hours, paid a deposit, and scheduled the service. At no time was I told that they would be subcontracting the service out and that the subcontractors would be using a trailer and not a box truck. Once the materials were loaded, I received a call that the service would actually be $300 more than the quoted price because it would take longer and that I had to pay before they would unload the contents. The reason it would take longer is because the driver that dropped the trailer off left and they had to wait 2 hours after they finished loading for another driver to come and take the trailer to the move-in location. Again, there was no communication regarding these policies was made during the initial booking. DO NOT USE THIS COMPNY AS THEY BAIT AND SWITCH!

  Business Response

  Date: 06/25/2025

  Flex is a moving and storage service that offers rentable trailers for Point A to Point B household item moving services. Our trailers are prominently displayed on our website, www.flex.storage, to which clients are directed during the quote and appointment confirmation process. Additionally, our sales team is very careful to outline that the service we provide is a trailer rental service, and not a box truck service. Flex bills at an hourly labor rate, which is discussed during any conversation with the sales team; during the online appointment booking process; in the email quote; and in the appointment confirmation email. Though **** offers a non-binding estimate in both the quote and appointment confirmation email, in the event that a customer's service needs exceed what is communicated with the sales team to generate the quote, **** maintains the right to bill for services rendered, rather than services initially contracted.

  Per our Terms of Service, visible at flex.storage/terms-and-conditions, 
  

  "Notwithstanding the foregoing, fees for booking initial appointments, interim pickups and/or deliveries, final pickups, or any other appointment types or add-on services are subject to change and will be calculated on the Site, at the Pickup Address on the date of your appointment, or by Flex staff at the time of booking. Your consent to have **** perform any of its Services is your full consent to be billed for that Service. You acknowledge that should your actual service needs exceed your initially-communicated service request, and should you receive additional services to meet your actual, rather than stated, service needs, Flex retains the right to bill for all services Flex provides, rather than services initially underquoted."

  On 7 June 2025, ***** ********* contracted a trailer for a Point A to Point B move from ********************************************************************************, to **************************************************************. In total, ********* paid $930 for these services, which represent 7.25 total hours of service after a 1.5 hour deduction for the slowdowns ********* reported here.

  Per our Terms of Service, visible at flex.storage/terms-and-conditions,

  "Notwithstanding the foregoing, fees for booking initial appointments, interim pickups and/or deliveries, final pickups, or any other appointment types or add-on services are subject to change and will be calculated on the Site, at the Pickup Address on the date of your appointment, or by Flex staff at the time of booking. Your consent to have **** perform any of its Services is your full consent to be billed for that Service. You acknowledge that should your actual service needs exceed your initially-communicated service request, and should you receive additional services to meet your actual, rather than stated, service needs, Flex retains the right to bill for all services Flex provides, rather than services initially underquoted."

  We acknowledge that ********* believes he was overcharged. However, by requesting ****'s services, consenting to be billed accurately for services provided, and receiving services greater than the initial scope of work communicated in *********** quote, ********* agreed to be billed for the services Flex ultimately performed. **** maintains that ********* was billed accurately for services ********* received.

  Should ********* have any additional questions for Flex's team, ********* is encouraged to reach out through Broardrick's established channels of communication.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23467284
  
  I am rejecting this response because: the quoted amount included the final hours that service was actually provided yet I was still billed $200 more than quoted price.  The company wont provide any transparency on why I was charged more than then quoted amount.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 07/02/2025

  The estimate Flex provided ********* is a non-binding estimate. ********* was billed accurately for the services Flex performed, which includes the $200, $670, and $60 payments.

  Per our Terms of Service, visible at flex.storage/terms-and-conditions, 

  "Notwithstanding the foregoing, fees for booking initial appointments, interim pickups and/or deliveries, final pickups, or any other appointment types or add-on services are subject to change and will be calculated on the Site, at the Pickup Address on the date of your appointment, or by Flex staff at the time of booking. Your consent to have **** perform any of its Services is your full consent to be billed for that Service. You acknowledge that should your actual service needs exceed your initially-communicated service request, and should you receive additional services to meet your actual, rather than stated, service needs, Flex retains the right to bill for all services Flex provides, rather than services initially underquoted."
  

  Should ********* have any questions for Flex about billing, ********* is encouraged to use his established communication channels with Flex.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23467284
  
  I am rejecting this response because:

  the quote literally listed a breakdown of hours that the price includes.  Those hours in the quote were exactly the amount of time that service was provided so for the price to be $340 higher than the quoted price is absurd.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:06/12/2025

  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.

  This is ***** ****** I booked a moving with **** moving company and payed the deposit of 200$ . The day before the moving date , I received a call from the company saying they were already at the spot in *****(2.5 hours away from the moving location) I told them it was scheduled for tomorrow and called the company. They told me they had put it for that day I told them it was scheduled on the phone for tomorrow . They said they have to reschedule and that theyll give me a call back. I never got a call back. After an hour a driver from company called again saying they were there , I said the same and called again. They told me there was no reschedule but they would reschedule and call back, once again I never got a call . The day of moving they got there and called but I had been waiting for a call from them to leave my house because they are supposed to let me know when rescheduling. Now its canceled because of some fees and theyre telling me to pay a new moving ? Ive been waiting for a call back from this company for 3 days now but they never call back and somehow my rescheduled appointments I make on the phone never show up the next day . Im exhausted from calling them and explaining myself its like the companys employees never communicate with each other and have no clue what happens within the company . I either need my deposit back because they never were able to help me , or I need my moving done today .

  Business Response

  Date: 06/19/2025

  Flex is a moving and storage company that offers rentable trailers ("units") for Point A to Point B moves. Customers may book appointments by phone or through our website, and customers receive a Quote and Confirmation Email whenever booking.

  Flex charges a $200 advanced payment 48 hours prior to the scheduled move. This $200 advanced payment is forfeit to Flex in the event of a cancellation less than 48 hours prior to the scheduled appointment date, including same-day cancellations or no-shows. This is outlined in our website FAQ at www.flex.storage/faq.

  On 4 June 2025, customer ***** ****** called Flex from ************** and ordered a move service from ************************************************************, to ***************************************************, which ****** requested to be scheduled on 10 June 2025. **** uses an auto-transcriber for its recorded calls. Please see the transcription, attached, from ************** 4 June 2025 call with sales agent ******.

  During ******** call with our sales agent, our sales agent generated the quote email, which sent to ************** email address ************************ ****** then received a confirmation email. Both are attached, and clearly state the appointment was scheduled for 10 June 2025 per ******* request as shown in the attached sales call transcript.

  On 10 June 2025, our team of 2 movers arrived at ************** residence, ready to service ******** appointment. ****** was not prepared for the move, and called Flex's support team to reschedule the move for the following day. Our Support team was able to reschedule ******** appointment, but ****** later called to cancel that appointment. As Flex spent time, labor, and an empty unit on attempting to service ************** appointment on the original date ****** requested service, per the terms to which ****** agreed when signing up for ****'s service, the $200 cancellation fee is a valid charge that was retained per Flex's cancellation policies (screenshot attached).

  Should ****** have any additional questions, ****** is encouraged to reach out to Flex's support team through ************** standing lines of communication with Flex.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted on May 25, 2025 regarding a refund. Was sent communication on May 26, 2025 that the refund was issued and will arrive in 7-10 business days. Contacted again on June 10, 2025 inquiring about refund only to be told by customer service that they failed to issue the refund and that it will be issued 7-10 business days from today.

  Business Response

  Date: 06/19/2025

  Flex is a moving and storage company that offers its users access to rentable trailers for longterm storage, or to facilitate Point A to Point B moves. For an hourly labor rate, Flex offers packing, wrapping, loading, transportation, and unloading services for Point A to Point B move clients.

  Customers ******** ****** and ***** ******** received a Point A to Point B move service on 15 May 2025, in which their items were brought from ******************************************************, to *******************************************************************************************************

  As a resolution for a billing dispute, ****** and ******** were informed on 26 May 2025 that they would be receiving a refund of $450 within 7 - 10 business days. While **** does strive to offer a seamless customer experience, Flex is a human service subject to occasional human error.The refund was unfortunately not sent to the billing team due to a clerical error. When ****** and ******** made this delay known to the billing team, the billing team added an additional courtesy $200 refund to the initial $450 offer, at a $650 resolution, issued on 16 June 2025. We thank ****** and ******** for their patience while we worked to resolve their concern.

  Flex has remained in communication with ****** and ********. To Flex's understanding, ****** and ********** concerns were resolved in full once the refunds were granted. Should ****** and ******** have any additional questions for our team, we encourage them to reach out to Flex through their established channels of communication with our team.

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/08/2025

  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 hired them for a move on June 5 2025 the move took about 4 hours, while the movers are loading the container i receive a call from them with my balance and authorization to run my card, which I authorized, shortly after I paid what they said I owe a charge for an additional 30 dollars was ran, which I did not authorize, because they think they can have liberties with your card information, and try do justify as improper billing on their behalf, that is not my problem, I paid what was asked in full.

  Business Response

  Date: 06/19/2025

  Flex is a moving and storage company that offers rentable trailers ("units") for Point A to Point B moves. For an hourly fee, Flex movers offer wrapping, packing, loading, transportation, unloading, and unpacking services. For Point A to Point B moves, customers are given a non-binding estimate with a low- and high-end of the quote. Two days prior to the appointment, customers are billed a $200 Moving Advanced Payment. During the appointment, the customer is billed to the high end of the quote, and should the appointment complete before the hourly charges meet the high end of the quote, the overage is refunded. If the appointment continues past the high end of the quote, customers are billed the remaining labor hours upon completion of services.

  By booking an appointment with Flex, customers agree to ****'s Terms of Service. Per our Terms of Service, visible at flex.storage/terms-and-conditions, "In order to receive ************** you must provide Flex with a current, valid, accepted method of payment (Payment Method). By providing Flex with a Payment Method, you affirm that you hold the right to make purchases using the Payment Method. All information provided in connection with a purchase, transaction, or other monetary interaction with the Site or Services must be accurate, complete, and current. By providing Flex a Payment Method for any Service, you authorize Flex to collect a hold, deposit, or payment advance to be applied to the cost of the scheduled Service, and, to conduct a pre-authorization check on funds up to 72 hours before the Service is scheduled to be performed. Flex bills automatically upon the completion of Services, and holds the right to automatically collect from your Payment Method any monthly storage rental costs, deposits, cancelation charges, authorization charges, late fees, lien fees, and any other charges connected with your use of Flexs Site or Services, if, in Flexs sole discretion, such charges are owed for Services provided. [...] Notwithstanding the foregoing, fees for booking initial appointments, interim pickups and/or deliveries, final pickups, or any other appointment types or add-on services are subject to change and will be calculated on the Site, at the Pickup Address on the date of your appointment, or by Flex staff at the time of booking. Your consent to have **** perform any of its Services is your full consent to be billed for that Service. You acknowledge that should your actual service needs exceed your initially-communicated service request, and should you receive additional services to meet your actual, rather than stated, service needs, Flex retains the right to bill for all services Flex provides, rather than services initially underquoted."

  ****** ******** ordered a Point A to Point B move, scheduled for 5 June 2025 for a move between **************************************************************, to *********************************************************. In total, ******** was billed $813.00 for these services. The disputed $30 was the remaining hourly charge from the completion of ********** service. Though the billing was accurate to services provided, as a one-time courtesy, Flex refunded the $30 charge on 13 June 2025.

  To our understanding, the $30 refund issued on 13 June 2025 resolved ********** complaint. However, should ******** have any additional questions, ******** is encouraged to reach out to Flex through Strozer's standing lines of communication with our support team.

• Initial Complaint

  Date:06/06/2025

  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.

  Date: May 25, 2025 I was quoted $480 - $600 and 3-4 labor hours to move out of a studio apartment into a 1 bedroom apartment 20 minutes away. I had junked a lot of my big stuff before moving. The entire process was uncoordinated. I learned **** uses a third-party app to hire day laborers. 30 minutes in nothing had been moved. I called ******, my Maryland local contact, and he said he would send more experienced movers to me. That never happened. The two movers I was assigned had never done this before. After I called Support I was told a) the app they used was new, and b) the region I was in was also new for them. The entire move took 9 hours and they charged me $960. The movers weren't provided enough equipment. The trailer had one ****** for two movers. I emailed Flex detailing everything that happened. I called them on 5/28 and on 6/3. Both times I was told this issue has been escalated. I've heard nothing back. I just emailed again to follow up. In no way should I be responsible for: 1) not enough equipment for the movers to be efficient, 2) being assigned totally unexperienced movers, 3) a local *** who was entirely disinterested in being helpful.

  Business Response

  Date: 06/19/2025

  Flex is a moving and storage company that offers rentable trailers ("units") for longterm storage, or, to facilitate Point A to Point B moves. For an hourly fee for Point A to Point B moves, Flex movers wrap, load, transport, unload, and unwrap customers' household goods.

  Customer ***** *** first contracted Flex on 8 May 2025 for a 25 May 2025 move between **********************************************************, to ************************************************************************, between 9 AM ET to 4:45 PM ET. At $120/hour for 6.75 labor hours, and $240/hour for 1 travel hour, that brings Guy's total billing to $1050. Guy was not billed for downtime. As Flex billed appropriately for the services Flex provided, any compensation consideration that can be offered is a courtesy above policy.

  Per our Terms of Service, visible at flex.storage/terms-and-conditions,  "Notwithstanding the foregoing, fees for booking initial appointments, interim pickups and/or deliveries, final pickups, or any other appointment types or add-on services are subject to change and will be calculated on the Site, at the Pickup Address on the date of your appointment, or by Flex staff at the time of booking. Your consent to have **** perform any of its Services is your full consent to be billed for that Service. You acknowledge that should your actual service needs exceed your initially-communicated service request, and should you receive additional services to meet your actual, rather than stated, service needs, Flex retains the right to bill for all services Flex provides, rather than services initially underquoted."

  Guy first made Flex's Claims team aware of her dissatisfaction with the overall experience on 27 May 2025. On 29 May 2025, **** offered Guy a $90 courtesy refund, which Guy rejected. On 12 June 2025, **** offered a $120 courtesy refund, equivalent to 1 hour's service, for purported mover slowdowns. This was refunded on 15 June 2025. However, Guy has expressed dissatisfaction at the courtesy refund above policy.

  Guy remains in contact with Flex's Claims team, and is encouraged to reach out through her established channels of communication. Flex remains open to discussion.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23434092
  
  I am rejecting this response because: The refund is appreciated but nowhere on the site does it say Flex hires day laborers from a third-party app. I could have hopped on TaskRabbit and done that myself. If I had used TaskRabbit I would have been able to see reviews and how many moves people have done in the past. I was assigned two completely new unexperienced movers and was told by my MD Flex contact that he was ending out more experienced movers to me. That never happened. Take care, and do better at providing quality services to your customers.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 07/02/2025

  Flex does make use of trusted third party partners when local operational demand exceeds local operational capacity. Per our Terms of Service, visible at flex.storage/terms-and-conditions, 

  "Flex may use subcontractors and/or other third parties to help perform or support the Services, including without limitation, pick-ups, returns, deliveries, transportation, packing, and other logistics with respect to the Services or User Items."

  We are glad that the refund we provided helped improve Guy's experience, and we have documented Guy's feedback.

  Business Response

  Date: 07/02/2025

  Flex does make use of trusted third party partners when local operational demand exceeds local operational capacity. Per our Terms of Service, visible at flex.storage/terms-and-conditions, 

  "Flex may use subcontractors and/or other third parties to help perform or support the Services, including without limitation, pick-ups, returns, deliveries, transportation, packing, and other logistics with respect to the Services or User Items."

  We are glad that the refund we provided helped improve Guy's experience, and we have documented Guy's feedback.