Complaints

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

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  Flex

  228 Park Ave S PMB 75995 New York, NY 10003-1502

  
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  Flex

  88 University Place 11th Floor New York, NY 10003

  

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:07/15/2025

  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 cancelled my membership with Flex at the end of June. I was moving out of my apartment and no longer needed the option to split rent until 2 payments per month. For July, I owed approximately $1100 in pro-rated rent based on my lease. On the 1st, Flex charged me for just under the amount owed. There is no phone number for them anywhere but I eventually found a way to message them through the website. They told me they were charging me as normal for the month and if I wanted a refund, I could seek one through the property. This is despite them being told rent was different this month. I let them know the 2nd payment didnt need to be charged as rent was paid. They said they would charge it anyway and I could attempt to get a refund. I contacted my bank to stop payment from Flex and let Flex know I would be doing so. On the 15th, Flex attempted to deduct a payment that was not owed from my account. It was blocked even though Flex tried to charge the account from a different entity than had been used before. My bank, ****, found this to be deceitful and encouraged me to simply close my account with them as they foresaw Flex trying a different entity tomorrow. I have closed my account but a company such as this shouldnt be able to say theyre BBB accredited on their website when they practice business like this.

  Business Response

  Date: 07/29/2025

  To Whom it May Concern,

  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  We recently spoke with you regarding your inquiry, during which one of our ************* Managers explained that ********************** paid your property $2,190.71 because that was the amount posted as due on your rent portal on 7/1/2025. We understand that your lease ended on 7/17, in which your property manager stated the refund for the overpayment will be filed 10 days after your lease end date.
  
  On 7/29/2025, we heard from both you and your property manager that your refund has been processed with the ********************* at your property, and you should receive a refund of $762.17 within the next 30 days. 
  
  We understand you stated that you will pay Flex back for the 2nd payment for July after you receive your refund from your property.
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team

  Customer Answer

  Date: 07/31/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:07/12/2025

  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.

  On June 2,25, I submitted my rent payment (total due) through Flex for $1884.45 On June 15, 25 Flex debited my bank for the second payment of $505.00 bringing my total payment to $2389.45. An over-payment of $495.16 after accounting for fees. I have contacted Flex several times for a refund through their online support. Flex has denied that a refund is due. I've since closed my account. Rent was paid to ******************* | *************************************** | P: ************

  Business Response

  Date: 07/24/2025

  Better Business Bureau,
  
  ***** ****** complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ***** ****** initial complaint, Flex followed up with ***** to inform them of the July payments made to property and to Flex. Flex processed the complaints initial payment of $1,398.29 and offered a Flex-funded method of payment with $1,884.45 available to submit full rent to the property management. The Flex-funded method of payment was successfully used on June 3, 2025. ***** had a second payment of $505, successfully processed on June 15, 2025. We confirmed with the complainant that we did not receive any payment of $1,885 deposited into the Flex-funded method of payment (bank account). The complainant confirmed with their banking provider that the deposit was unsuccessful. 
  
  If ***** ***** have any further questions on a payment deposit, they must reach out to their bank. Since Flex has taken all of the commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
  
  Best, 
  Flex Team
  

• Initial Complaint

  Date:07/08/2025

  Type:Customer Service 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.

  Paid for service and the next day service was disconnected. No help from customer service, technician had no idea how to restore service and was blocked from there email after submitting tickets for help

  Customer Answer

  Date: 07/09/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** **********
  
  
  
   
  
  

• Initial Complaint

  Date:07/05/2025

  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.

  7/5/2025 I signed up for the Flex payment option.Flex Pay does have a ***** period that gave me a few days to gather up all the money for the 1st half. There are a series of attachments that show some issues.I can not log in to see anything on my account. There were several attempts- automated of course- so I did receive Decline emails. These emails provided a link to go to with a purple button or to hi-light the link address. Neither of these work. And even the ** code that is sent does not get me to my account either.Being July 5th, I went to the office to inform someone and to have the office see my issue as well. The young lady that was there tried just as many times as I did with my phone and with the computer. She was not able to log in either. All she was able to see, my rent not being paid.I do not want to add on any late fees due to a Technical issue that is out of my hands.

  Business Response

  Date: 07/17/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently, our ************* manager refunded your late fees as requested. We requested additional information regarding your sign-in error, but have not heard back from you. 
  
  We understand your frustration and want to formally apologize for any inconvenience caused. 
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Best,
  Flex Team
  
  

• Initial Complaint

  Date:07/04/2025

  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.

  They didnt pay my full rent amount. I randomly got a letter from my complex saying that I still have a balance of $166 left on my account and are saying I am going to have a late fee. Flex didnt pay my full rent amount and then said to try again next month. They refused to cover the late fee. My complex has provided the proof of the full rental amount that was provided to Flex. Flex did not carry out their end of the contract. Because they did not pay my full rental amount, I will incur a late fee. First they tried to say that my complex didnt report the full rental amount but there ledger is clear that the included fees were added before the rental amount was. All of those were added on 07/01. My payment was taken on 6/30. They preemptively calculated my rental amount without waiting for the ledger and are now trying to say it is my fault. I have no control over what Flex calculates on their end. That it between the proper management company and Flex. Me as a resident should not have to eat $100 late fee because Flex was in the wrong.Not only are they beginning to try to lie to cover their tracks but they are extremely dismissive in this major issue. My payment was processed on time, there was no insufficient funds problems, I completed my part of the contract. I have attached the ledger in the order of which each itemized fee was sent to Flex, my completed first payment amount, and their response. They need to pay this late fee as is clear stated on their website. (Also attached screenshots of the policy of reimbursing late fees that is clearly listed on their website). Flex is 100% in the wrong and this needs to be fixed immediately

  Business Response

  Date: 07/10/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  We recently spoke with you regarding your inquiry, during which one of our ************* Managers explained that, upon reviewing your account and the documentation you submitted, we confirmed that Flex paid your rent bill on 6/30 for $1,390.00. This was the full amount due for your July rent at the time our system processed the payment. Subsequently, on 7/1, after Flex had already submitted the payment, your property added additional charges to your rent account, resulting in a remaining balance of $166.66 for July.
  
  One of our ************ agents offered to see if we could submit an additional payment to your property for the additional balance due as a one-time courtesy for the inconvenience encountered; however, you failed to submit the additional down payment of $166.66 before Flex's cutoff period at 3 PM EST on 7/5. 
  
  As a one-time courtesy, Flex has covered the additional balance of $166.66 along with the $100.00 late fee, totaling $266.66, in light of the inconvenience you experienced. As previously mentioned, you will not be required to repay Flex for this amount.
  
  The $266.66 has been sent to your card ending in 0934. Once the funds are received, please use them to pay your property for the remaining balance due for July. 
  
  Moving forward, if you'd like more control over when Flex pays your rent, please consider turning off Autopay for your Flex account. We always recommend making any changes to your Rent Autopay or membership settings before the last two days of the month. 
  
  With Autopay turned off, youll have full control over when to make your 1st payment to Flex in the app. The day you make that payment is the same day Flex will attempt to cover your rent. So, if you choose to make your 1st payment on the 1stafter your property has posted all charges to your rent portalFlex will attempt to pay your rent at that time.
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  

• Initial Complaint

  Date:07/01/2025

  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.

  I moved into my new townhome community (***** Homes ***********) and moved in with a concession of free rent for the month off July that would go into affect on July 1st. I signed up with flex to split my payments into 2 payments a month. The first payment is suppose to come out on the 1st of the month and the second on the 15th of every month. My first issue is they do not have a customer service number to call or use a live chat to help resolve issues. Everything is done through emails and it is not efficient at all. My next and the most important problem is the payment was taken out THE DAY BEFORE (06/30/25) rent was suppose to be due on 07/01/25 when the concession on my account was to kick in on the 1st of July. Even after messaging a "live" agent within an hour of the payment being processed, they say there's nothing they can do and were not willing to stop payment. I want a refund of my first payment of ******* and for them to cancel the 2nd payment for the 15th of July.

  Business Response

  Date: 07/07/2025

  Better Business Bureau,
  
  ****** *********** complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ****** *********** initial complaint, Flex followed up with ****** to inform them that Flex had reversed the payment submitted to their property on their behalf. The initial payment of $1,180.42 was refunded and the second payment was canceled as requested.  We received no further questions or concerns from ******. 
  
  If ****** ********** does not see the provided update, they must reach out to the respective party accordingly (ex. their bank or property). Since Flex has taken all of the commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
  
  Best, 
  Flex Team
  
  

  Customer Answer

  Date: 07/07/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** **********
  
  
  
   
  
  

• Initial Complaint

  Date:06/28/2025

  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 used flex for about 4 months. On the 5th month (June 2025) I paid my payment but my rent was returned for some reason. This caused me to accumulate late fees and for my portal to lock me out of making electronic payments. I reached out to flex to find out why this occurred as it was no fault of mine. Flex created a ticket but I never got a response, no one followed up with me. I emailed several times and have all of my screenshots to prove payment details but yet still have not heard anything from flex support. This has messed me up and made me late 3 months in a row which I have never been late in all of my 4 years living on the property. I NEED ANSWERS! I see that there are immediate responses from flex on the BBB site but they do not respond to their customers directly. Below is the only response I received. ******************************************* *********** **** **** *** *** *** **** ****** *** ** *** **** ******* **** *** ************ *********** **** ******** ***** *** *** ************** ** ******* *** **** ******* *** *** ********* **** ***** *** **** ******* ******** **** ************* *** *** ******** ***** ***** **** ** ***** ***************************************No other contact or follow up from flex. No Im stuck with fees and trying to catch up. Something Ive never experienced until using this app. I NEED ANSWERS!

  Business Response

  Date: 07/10/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently, our ************* manager reached out regarding your June rent payment and explained what had occurred with your initial payment to Flex. We have requested additional information, but did not hear back from you. 
  
  We understand your frustration and want to formally apologize for any inconvenience caused. 
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Best,
  Flex Team
  

• Initial Complaint

  Date:06/20/2025

  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.

  This is the 2nd issue I've had with Flex that provided poor service and they need to be held accountable. I've been a customer for a year no problems. As long as you pay them on time and need NOTHING from them it's fine. It's when you need something from Flex that it falls apart. I was hacked email, phone and bank account twice in May. I had to change all my info bank, phone and email and couldn't open my account because of the old email and phone After two days of searching for a phone number online I realized there was no contact number I then emailed *** at flex AI system and that didn't work to help me change any nfo either. What took other companies a hour or so *** fix took me two weeks with Flex. I sent over 50 emails in 2 weeks with little or no response from them. I did get an email saying they would expedite if I got a 3 day notice of eviction. I kept waiting for it to be "manually" done.I got the 3 day letter in June. After sending them the late fee note and 3 day notice still they didn't contact *** update my info to resolve. I finally pivoted and luckily found another site where I could pay entire rent and late fee of *****.. I did get an email saying they weie sorry about the delay and to call the ************** to see if I could get a cot because they still weren't able to manually enter my info and get me into the website. I would have been evicted if I would have waited on them. Finally they emailed saying they fixed it.. I was happy that they finally did it and reimbursed me back ***** late fee. While addi my debit card and noticed now my account was suspended due to late payment .I got an email too saying they suspended account because of late payment. The payment was late because they weren't helping me. I was getting passed around **** they didn't care if was evicted or even cared about me. I would think I shouldn't be held responsible for their manual system not working. I feel I should be reinstated I did majority of the work

  Business Response

  Date: 06/30/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the Customer Care Department at Flex.
  
  We recently spoke with you regarding your inquiry, during which one of our Customer Care Managers explained that your account was suspended due to a missed payment in May.
  
  We understand your personal information was recently compromised and that it took time to regain access to your Flex account. In light of these circumstances, we’ve unsuspended your account and waived your membership fee for July 2025. Please know that your account is now active and you’re all set to use Flex for July.
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.]
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  

• Initial Complaint

  Date:06/09/2025

  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.

  I HAVE HAD AN ACCOUNT WITH THIS COMPANY SINCE JANUARY 2025. THE COMPANY ASSISTS WITH PAYING MY RENT WHEN IT'S DUE. THE COMPANY DEDUCTS A PORTION OF MY RENT FROM MY BANK ACCOUNT TWICE A MONTH, THE 1ST AND AGAIN ON THE 17TH. THE COMPANY MAKES THE BANK DEDUCTIONS FROM MY ACCOUNT THROUGH AUTO PAY. I AM ALSO BILLED $14.99 A MONTH FOR THE MEMBERSHIP AND CREDIT. I HAVE NEVER MISSED A PAYMENT TO THEM OR THE MEMBERSHIP FEE. THE COMPANY WORKS THROUGH AN *** AND THERE IS NOT A PERSON TO SPEAK WITH OVER THE PHONE. THE *** ALLOWS THE OPTION TO TURN THE AUTOPAY OFF OR ON. THIS MONTH, JUNE, I HAD AN EMERGENCY AND NEEDED A FEW EXTRA DAYS TO PAY MY FIRST PORTION FOR RENT. I THEREFORE, TURNED AUTO PAY OFF. I RECEIVED AN ***** ALMOST EVERYDAY, INFORMING ME TO MAKE THE PAYMENT BY THE 5TH OF THIS MONTH BYT 1:00PM(ET). THE ***** STATED THE PAYMENT WOULD NEED TO BE MADE BY THAT DATE AND TIME, IN ORDER FOR MY RENT TO BE COVERED FOR THE MONTH. I MADE THE PAYMENT AT 10:05AM(CT) WHICH WAS AN HOUR BEFORE THE DEADLINE FOR TIME DIFFERENCE. I RECEIVED AN ***** AT 10:12AM, FROM FLEX THAT MY PAYMENT FAILED. THE ***** ALSO STATED THAT THE PAYMENT WOULD BE RE-ATTEMPTED THE NEXT ***** HOURS UNTIL I'M NOTIFIED OTHERWISE. THERE WAS ALSO AN OPTION TO TAP IN THE ***** TO ***** PAYMENT OR PROCESS MY PAYMENT MANUALLY THROUGH THE ***. THE SAME NIGHT, 6/5/25 AFTER ***** HOURS PASSED, I NEVER RECEIVED NOTICED THAT THE PAYMENT WAS MADE. I THEREFORE, WENT BACK TO THE ***** RECEIVED EARLIER AND T***ED THE ***** PAYMENT OPTION. THAT OPTION TOOK ME TO THE *** AND NEVER GAVE ME THE ABILITY TO MAKE THE PAYMENT, I SEARCHED FOR A MANUAL PAY OPTION AND THERE WAS NO OPTION FOR THAT AS WELL. THE MORNING OF 6/6/25, I ATTEMPTED TO MAKE THE PAYMENT MULTIPLE TIMES, AGAIN DID NOT HAVE THE OPTION. I SUBMITTED A TICKET THROUGH SUPPORT AT 9:30AM, 6/6/25. FINALLY RECEIVED AN ***** BACK IN RESPONSE. THE ***** STATED THAT I WOULD HAVE TO PAY MY FULL RENT FOR THE MONTH DUE TO NOT TURNING AUTO PAY BACK ON. ****PLEASE SEE ADDENDUM***

  Business Response

  Date: 06/16/2025

  Better Business Bureau,
  
  ******* ******** complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ******* ******** initial complaint, Flex followed up with ******* to inform them that their autopay was turned off on May 28th and will require manual initiation for Flex to process the initial payment. Flex provided reminders daily to start the rent payment process by submitting payment, but no actions were taken until June 5th. On June 5th, Flex tried to process an initial payment of $1,326.84 but was unsuccessful. Flex successfully processed the initial payment on June 12 and submitted full rent payment to their property management on ******** behalf. 
  
  If ******* ******* does not see the provided update, they must reach out to their property. Since Flex has taken all of the commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
  
  Best, 
  Flex Team
  

  Customer Answer

  Date: 06/23/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  Date:06/05/2025

  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 have never used this website and I live on the other side of the country. Yet, however my card was used to make a payment when there is no information of mine on file to have anything pulled up to get any information.

  Business Response

  Date: 06/12/2025

  Better Business Bureau,
  
  ******* ******* complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ******* ******* initial complaint, Flex followed up with ******* to inform them that Flex investigated the unauthorized payment. After a thorough investigation, Flex refunded ******* the payment of $283 and provided the Acquirer Reference Number (ARN) to trace the payment with the banking provider.  Any additional unauthorized payment will need to be investigated by the complainants banking institution. 
  
  Please see the following Acquirer Reference Number (ARN) from our system: 
  Acquirer Reference Number (ARN): ***********************
  
  If ******* ****** does not see the provided update, they must reach out to their bank. Since Flex has taken all of the commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
  
  Best, 
  Flex Team