Complaints

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

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  Flexpro Meals

  5706 Troost Ave Kansas City, MO 64110-2826

  
• 

  Flexpro Meals

  PO Box 8855 Kansas City, MO 64114-8855

  

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:06/26/2023

  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 have been trying to cancel my subscription with this company all day with no success. I am a naval officer and on the boat and can’t take calls. I get a text advising that a rep will be with me and they never show up. I finally was able to activate a live chat button only to be told that a ticket has been submitted and the account manager will reach out to me shortly. I am not readily available as I said I am a naval officer at sea. This is pretty disgusting and a scam. Very easy to put in orders and no problem
  Them taking the credit card but virtually impossible to cancel the subscription. I have wasted so much money on this and would like this resolved and my subscription cancelled immediately.

  Customer Answer

  Date: 06/28/2023

  Please note that this issue has been  resolved and the subscription cancelled. 
  
  Thank you 

• Initial Complaint

  Date:06/26/2023

  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 have been trying to cancel my subscription for two days now. They don't have a real phone number to contact a human, and you cannot cancel your subscription without talking to a human. They have not been responsive to the messages I have sent to their text line and to their online chat bot. Additionally, they have not allowed me to remove my credit card information from their site.

  

  Business Response

  Date: 07/01/2023

  ***** Thank you for taking the time to share your experience with us. We apologize for any inconvenience you may have faced while trying to cancel your subscription. We understand how important it is to have a hassle-free cancellation process, and we are sorry that we didn't meet your expectations in this regard. Our team is committed to providing excellent customer service, and we sincerely apologize for any difficulties you encountered when trying to reach us. We are constantly working to improve our communication channels and ensure that our customers can easily cancel their subscriptions.
  
  Additionally, we apologize for the difficulty you had in getting in touch with our customer service team. Though we have been recently experiencing technical disruptions with our service channels, please know that this is not the experience we want for our customers. We offer Live Chat to our customers who are triaged by our initial bots to route to our dedicated customer service representatives depending on the inquiry or concern. We are also available via SMS to request a call from our team at ************.  Regarding your concern about removing your credit card information from our site, we offer our sincere apologies for any inconvenience caused. It is our priority to provide a secure and reliable experience for our customers, and we understand your desire for complete control over your personal information. We are currently working on enhancing our website functionality to allow customers to remove their credit card information easily. However, we can request the deletion of your personal information with us and that includes your payment information as well. We appreciate your feedback and thank you for bringing these issues to our attention. Your comments are important to us as we continuously strive to improve our services. Our dedicated team member will reach out to you personally via email and sms to confirm deletion of your personal information, we request that you confirm as soon as you can.

  
  Once again, we apologize for the inconvenience you have experienced and thank you for your patience and understanding.
  

  
  

• Initial Complaint

  Date:06/26/2023

  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 targeted on social media (I say targeted because this company is fraudulent through and through) with a 40% off first order coupon. I paid $106.06 on 6/21/23 for the first shipment of meals. I was dissatisfied with the quality/quantity/shipping of the product and then wished to cancel my subscription. At this point I was notified via text (they will not chat or call you despite saying they will) that I cannot cancel my subscription for 4 weeks or shipments. This is not adequately displayed anywhere during the purchase process (if displayed at all). I now cannot get anyone on the phone or have them answer my questions. It's frustrating that the BBB does not have a rating for this company that shows how predatory and fraudulent they are. It is also alarming that I am clearly not the only person with this issue and they continue to engage in these practices. If there is not already an existing class-action I will be looking into it. I highly encourage the BBB to review their relationship with this company as it tarnishes the reputation of BBB to even mitigate disputes in any fashion.

  

  Business Response

  Date: 07/01/2023

  Hi *****, Thank you for sharing your feedback with us regarding your experience with Flexpromeals. We apologize for any inconvenience caused and we appreciate the opportunity to address your concerns. 
  

  We provide customers with healthy and convenient meal options on a consistent basis, and our subscription model allows us to do so. It is worth noting that the Pro Plan discounted prices are forever but the 40% coupon is valid for the very first order only. We’re very sorry that this came unexpectedly for you.  Upon reviewing your subscription and we can see you selected our cheaper option the ProPlan! The terms of the Pro Plan do clearly state "Commit to one month, pay weekly". We strive to provide transparency with every order, and we’re truly sorry this had been a disappointment for you. Additionally, we apologize for the difficulty you had in getting in touch with our customer service team. Though we have been recently experiencing technical disruptions with our service channels, please know that this is not the experience we want for our customers. We offer Live Chat to our customers who are triaged by our initial bots to route to our dedicated customer service representatives depending on the inquiry or concern. We are also available via SMS to request a call from our team a* ************. We’re very sorry that you had issues contacting us. We are committed to improving our communication channels and we’re doing our best to cater to all of our customer’s requests. Please know that canceling a subscription is always an option for our customers, and we apologize if you had difficulty doing so. We would appreciate the opportunity to rectify this situation and make things right with you. Thank you for your feedback and for bringing this matter to our attention. We value your business and hope to have the opportunity to serve you again in the future.

  
  

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05-24-23 I received an email about an upcoming order after I had used their online system to cancel my subscription. It said that someone would contact me about the cancellation however I never spoke to someone. I then sent an email confirming that the subscription was cancelled. I then got in contact with someone named *** on 05-29-23 who eventually escalated the issue to a manager & I was given ticket ************ I then spoke with ****** who was a manager who stated that they would make the requested changes to my account & it would take 24-48 hours. I then reconfirmed that I would be getting a refund in the amount of $198.28 & his response was “The refund can take up to 10 days. You will receive an email from our billing department as soon as it is approved.” Which was on 06-07-23. It is currently 06-26-23 & they do not return any form of contact that I make. I have an issue with the customer service since the beginning. All I would like is the refund to actually go through.

  

  Business Response

  Date: 07/01/2023

  Hi ******, Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced with our cancellation process. We value your feedback and strive to improve our services based on customer input. Upon reviewing your case, we found that there was a miscommunication in our system, leading to the discrepancy between your cancellation, refund request and the email notification you received. We understand how frustrating this must have been for you, and we apologize for any confusion caused. Rest assured, we have taken immediate action to rectify the issue. We can confirm the cancellation of your subscription last June 2, 2023. We have also resubmitted a refund request and you should receive your money back within 7-10 business days upon approval of our Accounting department.  We appreciate your patience and understanding throughout this process. Should you have not received the money back during the timeframe given, or if you have further concerns or questions, please do not hesitate to reach out to us directly. Thank you once again for bringing this to our attention and allowing us the opportunity to address it promptly. We value your business and remain committed to providing you with an exceptional experience moving forward.
  

  Customer Answer

  Date: 07/06/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********, and find that this resolution is satisfactory to me so long as the refund is actually processed this time. 
  
  
  
  ********
  
  ****** *********

• Initial Complaint

  Date:06/26/2023

  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 purchased a Flex Pro Meal ********************** on June 12, 2023; once I received them, I came to find out that they subscribed me to a 4 delivery commitment that didn't even match the price of the first one. this was misleading as the first order only had a coupon added. When i tried contacting customer service the chat system all it does is submit a ticket request, and they would call me; after many attempts, I finally got a hold of someone to basically tell me that there is nothing they can do to cancel my subscription. The meals were very bad and I didn't personally like them, that's a side from the concern that the shipping quality was considering as the ice was melted and the meals weren't cold anymore. Now I am getting charged almost twice the price for the second delivery on June 22, 2023, and I haven't received it yet; I am trying to get a hold of them once again and its nearly impossible. I would like to cancel my subscription as soon as possible.

  

  Business Response

  Date: 07/01/2023

  *****l, Thank you for taking the time to share your experience with Flexpromeals. We deeply apologize for any inconvenience you may have encountered with our subscription process and the quality of our meals.
  
  We understand your frustration regarding the 4 delivery commitment and we're sorry that you weren't aware that you used our additional coupon for your very first order with your ProPlan. We apologize for any confusion. We strive to provide clear information about our subscription terms, and we take your feedback seriously as an opportunity to improve our services.
  
  Regarding your difficulty in reaching our customer service team, we sincerely apologize for the inconvenience caused by the ticket system. We understand the importance of prompt and effective communication. We will review and optimize our customer service processes to prevent such issues in the future.
  
  As for canceling your subscription, we do apologize for the inconvenience you experienced. While our subscription terms do specify the commitment period, we understand that flexibility is essential for our customers. We will review our cancellation policy to ensure it aligns with our commitment to customer satisfaction.
  
  Furthermore, we are sorry to hear that you didn't enjoy the quality of our meals. We aim to provide delicious and nutritious options to accommodate a wide range of tastes and preferences. Your feedback regarding the taste will be shared with our culinary team to enhance our offerings and address any areas of improvement.
  
  We genuinely appreciate your feedback, as it helps us refine our processes and enhance our customer experience. We would like to rectify this situation and regain your trust in Flexpromeals. We can confirm on our end that your subscription has been on hold due to your last order's non-payment from your end and we'll have one of Account Management team reach out to you directly to assist further with your requests.  Again, we apologize for any inconveniences you encountered, and we thank you for bringing these issues to our attention. We are committed to continuously improving our services, and we sincerely hope that you will give us another chance in the future. We wish you all the best and thank you for your patience.

• Initial Complaint

  Date:06/23/2023

  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.

  Ordered from flex pro to try it out. They automatically enrolled me into a subscription which I did not want. I reached out multiple days texting and using the website chat and have not been able to cancel my subscription. Even though I have tried to cancel and no one responds they continue to charge me for meals I don’t want. Worst experience ever. I just want to cancel my subscription and be done with them.

  

  Business Response

  Date: 06/29/2023

  Hi *****, We are sorry to hear about your experience. We provide customers with healthy and convenient meal options on a consistent basis, and our subscription model allows us to do so.  I did look into your subscription and I do see you selected our cheaper option the ProPlan! The terms of the pro plan do clearly state "Commit to one month, pay weekly". We strive to provide transparency with every order, and we’re truly sorry this came unexpectedly for you. Additionally, we apologize for the difficulty you had in getting in touch with our customer service team. We are committed to improving our communication channels and ensuring that our customers are taken care of promptly. Please know that canceling a subscription is always an option for our customers, and we apologize if you had difficulty doing so. We can confirm that based on your last interaction with our team, your request has been granted to cancel automatically after your fourth order and you were assisted to downgrade or switch to the meal numbers that suit your budget. You can always reply to that thread directly should you have further questions, we’re always happy to assist. Thank you so much for your feedback and for bringing this matter to our attention. We value your business and we thank you for your patience and kind understanding.
  

• Initial Complaint

  Date:06/22/2023

  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 have been trying to cancel this subscription, but keep being told that a representative from the company must call me before they will cancel. Have been waiting days to get this taken care of but have not received a phone call from the company. I DO NOT want to be charged for any more deliveries from FlexPro Meals. I am not sure what to do next.

  

  Business Response

  Date: 06/29/2023

  ***** Firstly, thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or delay you have experienced in contacting us. We acknowledge your frustration, and we assure you that resolving this matter is our top priority. We regret that we've been recently had technical disruption thus impacting our response times.  We apologize for any miscommunication that may have occurred regarding the cancellation process. Our aim is to offer top-notch customer service, and we apologize for any disappointment you have felt so far.
  
  While we do require an Account Manager from our company to speak with you personally before canceling your subscription.
  
  To assist further and ensure you are not charged for any further deliveries, we can see that your request has been handled by our senior Account Management team and we can confirm that they've reached out and followed up to assist you however they haven't received any message back from you yet. As per your request, the subscription had been canceled. We're sad to see you go but we respect your request, we wish you all the best. Once again, we apologize for the delay and any inconvenience it has caused. We appreciate your patience and understanding throughout this process. We value you as our customer and hope to have the opportunity to regain your trust in the future. Thank you for giving Flexpromeals a try. 

  
  

• Initial Complaint

  Date:06/21/2023

  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 was on my 3rd round of meals. Everything ok until I got the 3rd batch 1 day late. They were thawed and warm. Not only that, they were missing 8 meals. I received 13 out of 22 meals and I paid $222 in advance, Their customer service is impossible to reach. I am demanding a refund and a cancelation to my subscription. Poor customer service, poor service in general.

  

  Business Response

  Date: 06/28/2023

  *****, We are very sorry to hear about the mishap with your recent order of Flexpromeals. We apologize for any inconvenience caused by the delay in delivery and the condition in which the meals were received. We always strive to maintain the highest standards when it comes to our service, but it seems like we might have left you feeling unfulfilled this time. We absolutely understand your frustration with missing 8 meals from your order. Please accept our sincerest apologies for this mishandling of your meals during transit. This is definitely not the experience that we want you to have with us. We acknowledge your disappointment with our customer service. We understand that quick and effective communication is a crucial aspect of any subscription-based service. We are sorry we missed out on a chance to assist you when you needed it the most. Brian, we sincerely want to make things right for you. We've processed a refund request for the 8 missing meals as well as the inconvenience caused. You should see the amount refunded to your account once approved by our Accounting Department within 7-10 business days and our team had also reshipped your last box and that’s also on us. We can confirm that we canceled your subscription as requested. We truly appreciate your feedback and bringing this matter to our attention. It is through valuable customers like you that we can continuously improve our services. Rest assured, we will be taking immediate action to address the issues you've raised to ensure a better experience for all our customers moving forward. Once again, we sincerely apologize for any frustration or inconvenience caused. We hope you will give us another chance in the future to provide you with the exceptional Flexpromeals experience that we strive for.
  

  Customer Answer

  Date: 06/28/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  ********
  
  ***** *******

• Initial Complaint

  Date:06/19/2023

  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’ve tried several different methods of contacting this company and have not been responded to in a week. Money was taken from my account for the product I received a confirmation email stating that my order had processed, then I received two separate emails saying my account is on hold because the payment didn’t process, when in fact the money was taken from my account. There is no way to contact a person directly. That is no way to run a business based on providing people their entire meals for the week. I’d like a refund and to cancel my subscription but I cannot find a way to do so and I cannot get a response.

  

  Business Response

  Date: 06/20/2023

  Hi *******,  Thank you for voicing out your feedback. We extremely apologize for any inconvenience you have experienced during the time you were contacting us about your receipt of an “Account on Hold” email notification however it was a technical disruption while we were in the midst of our CRM migration which impacted this experience and our handling times. Unfortunately, we haven’t received your support requests and we are truly sorry for the inconvenience caused. It is not our intention for our customers. We have taken note of your concerns regarding our process and will work to improve our procedures to avoid any future misunderstandings.
  Our team successfully canceled your subscription yesterday, June 20, 2023, and we also processed a refund request for your most recent order. It's worth noting that refunds can take approximately 7-10 business days to process, so please keep that in mind. If you haven't received your refund by then, please don't hesitate to contact us directly for further assistance. We appreciate your valuable feedback and sincerely hope that you'll consider giving us another chance to make things right. Thank you for your input and for your kind understanding.We wish you all the best.
  
  

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 18th I placed an order with a discount code thinking it was for one month. I come to find out I enrolled in the pro plan that was not made clear whatsoever. My intention was to order the meals when I wanted them not on a recurring basis. I would like to cancel my pro plan due to the fact that it was not clear and I can not afford to buy this many meals at the price it is after the discount. I am
  Unable to cancel my subscription online and it is very difficult to reach the customer service. Simple and plain what I want is to cancel my pro plan and order when I need it on my terms. I need this cancelled right now.

  

  Business Response

  Date: 06/20/2023

  Hi ***** We appreciate you taking the time to give us your feedback. As a ProPlan subscriber via our discounted offer when committed to the first four orders, prior to completing the signup process, our terms state that you need to commit to the first four orders. Alternatively, if you do not want to commit to four weeks, we offer a subscription at the full price, with the convenience of being able to cancel it whenever you like. We can confirm on our end that we've canceled your subscription moving forward. You won't be charged for or receive any further orders unless you sign up or re-order. Thank you for your business and we appreciate your feedback.