Complaints

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:01/06/2025

  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.

  My fiancee and I signed up for Flex's rent pay service with our apartment complex. We only signed up for the month of December, 2024. We had an issue with the complex changing ownership that was unrelated to our issue with Flex, though it was the reason why we were short on money to pay our rent, and needed time to get the money to pay the rest. We made an initial bulk payment of what we could afford, and opted for a single payment of roughly $300 that would include our service fees later in the month. Our understanding of the contract was that Flex would pay our rent in full upon receiving that initial payment. They only paid our apartment complex the amount of the initial payment to them, and we were assessed a late fee penalty as a result. Luckily for us, our complex's new ownership was understanding, and we spoke to the regional manager, once they saw the issue, they reversed the late fee, and since we had already paid it, it was applied as credit to our rent in January. As far as I know, my fiancee says she never reached out via support email, despite my urging; her name is the one on the account, and I can provide her information if needed, or you can likewise reach out to her directly once I tell you who she is. Why should another company have to fix Flex's mistake? Why were we charged service fees for a service we never actually received? Even if it was small, it's principle.

  Business Response

  Date: 01/09/2025

  To Whom it May Concern,
  
  ******* *********** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance but have not received a response.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  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:01/05/2025

  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.

  In December of 2024 I added 800 dollars to my flex app flex funds. It did not say that there was a certain limit on deposits and withdraws. I withdrew money 3 times in December. I went to take out the 235 dollars so I could use it to pay my rent in person. Flex said I couldn't get my money out until Jan 4th 2025. On Jan 24th 2025 I attempted to withdraw the money at which time I was told "you cannot withdraw until Jan 4th 2025." Eventually it would add more days saying I can't take the money out until Jan 12th, and then Jan 24th. I am not currently using flex to pay my rent and I want to deactivate my account but not without my money back as these are supposedly "my money I can move in and out as I wish." After much complaining and attempts to contact a live person I have been ****************** is Jan 5th and I wake up to see the flex app says they returned 200, and then 35 dollars to my account (chime card) however my chime app says this didn't happen. I was easily able to speak to a chime representative who assured me that the money is not being returned.I have been robbed of 235 dollars

  Business Response

  Date: 01/08/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* Managers sent you a resolution with regards to the concern on your Flex account. We attempted to contact you on three separate occasions (1/6/2025, 1/7/2025, and 1/8/2025), however, we have not heard back from you. We hope the emails our ************* Manager sent answered all your questions and concerns.
  
  If you have any further questions regarding your account, please respond directly to the last email from our manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best Regards,
  Flex Support

• Initial Complaint

  Date:01/02/2025

  Type:Order 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.

  Flex has no contact number. All inquiries must be made by submitting a ticket. I submitted a ticket, and my landlord emailed before the day and time to split the rent, due to a technical error on Flex's part that showed my rent as $0. They didn't respond until after the payment window and said it was too late to accept payments, and that it was my fault, even with proof of the timestamped technical issues.I attempted the first on December 5th at 11am and the second time today on January 2nd.I'm constantly given the run around until it's passed the payment window-- 1pm on the 5th of the month-- and then they say it's my fault and it's too late to help me. I'm paying a monthly fee for a business that is not functioning as it should.

  Business Response

  Date: 01/09/2025

  To Whom it May Concern,
  
  ****** Whites complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex informed the complainant that their autopay was turned off and had notified them to turn on autopay several times throughout the grace ******* Unfortunately, their autopay remained off and Flex was unable to move forward with their December rent payment. As a courtesy, Flex refunded the complainants December membership fee as requested.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  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: 01/10/2025

  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:01/01/2025

  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.

  Around October we signed up for Flex. After that we decided to just go the the apartments itself to pay rent and did a promise to pay. We have always paid rent to the apartments directly. On November 12, 2024 a payment was taken out. We disputed it with the bank and had to get a new bank card. We have since left those apartments as of 11/30/24, when we left we made sure there was no remaining balance. We contacted flex and told the customer support to cancel our account and she informed us the auto pay was off. On 12/31/24 $479 was taken out of the bank account again. With a new card this should not have happened. My partner contacted the **** and has put in another claim. Now our only resolution is to close that bank account completely to make sure this does not happen again. The bank may not refund the amount due to this being the same issue twice. I would just like to have this reported and let them know this company has some severe issues. First one is not having a customer service line to call, only online chat and emails. Trying to get through to anyone to have an issue resolved is a nightmare.

  Business Response

  Date: 01/14/2025

  To Whom It May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************. 

  Recently one of our ************* Managers sent you a resolution with regards to the concern on your Flex account. We have confirmed that Flex made a rent payment of $949.40 to your property on 10/1/2024. As a result, you still owe Flex a balance of $477.19. As discussed, please coordinate directly with our collections agency, ********** to resolve this debt.

  If you have any further questions regarding your account, please respond directly to the last email from our manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best Regard,
  Flex Support

  Customer Answer

  Date: 01/15/2025

  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:01/01/2025

  Type:Order 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.

  Ive used Flex rent for a few months and didnt have any issues until this month. My rent is due on the 1st but on the Flex app, it says rent will be paid on the 5th. Why would Flex think its okay to pay rent late? I ended up just cancelling and paying the full amount myself. I didnt bother to try and reach out to support because it is nonexistent. All you can do is submit tickets. Why isnt there 24/7 support when rent being paid on time with no issues is critical so people dont get evicted? This company is a sham.

  Business Response

  Date: 01/05/2025

  To Whom it May Concern,
  
  Calli Onests complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex provided an explanation of how the product works. We clarified to the complainant that we provide a ***** period until the 5th of every month and that their rent can be paid up until the 5th instead of being paid only on the 5th. 
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  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:01/01/2025

  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 funded my flex account early on December 28 for ****** so my first half of rent could be paid on the 1st, when I took a look at my flex account its saying my rent hasnt been paid and my money wasnt showing up. What happened to my money and I need my rent paid before the 2 nd. If not Ill have an ******************************************* because of flex wrong doing and I have proof that I funded my flex account early.

  Business Response

  Date: 01/05/2025

  To Whom it May Concern,
  
  ****** ******* complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance but have not received a response.
  
  After a review of the complainants account, ********************** confirmed that their rent has been paid.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  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:12/30/2024

  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.

  On December 4th 2024, I tried to use the company I know as FLEX to spilt my rent ($930) into two payments. This what the company services are. On December 5th, at 1:00am I received an email that Flex was having technical issues processing my payment of $484.80 to my account. At 6:30am I checked my account and seen nothing had went through. I emailed Flex because it is the only way customers can get in contact with a customer service representative. There is no number to call. I emailed about this email I received at 1:00am. No response, checked my account again at 8:15am to see if the payment had been taken out and seen it hadnt and I knew from using the services in September that I had until 3:00pm to get the payment processed before I could not receive the split. I checked my account for ********************** and seen it was pending payment. On December 6th, I received an email that flex did not split the rent. Per the bank, flex sent in December 4th and 5th $0.00 process check and a $14.99 debit for flex membership. Nothing was pulled for the rent. I emailed and emailed flex to verify that and ask what happened. December 9th, my apartment manager sent a text saying they needed me to put in a flex account check into my rent portal for flex to split my rent. I didnt understand but I did it to get my rent split and no have to pay a late fee. I received an email on December 12th at 5:45am from a representative that the deadline passed and Flex did not cover the rent. On December 15th, my apartments sent an email and text I had received a return check fee and a late fee and that flex rejected my spilt rent on December 9th. Promised by several representatives from flex I would receive a refund for their mistake on December 12th. Flex deposited the refund December 24th into a closed account and refused to deposit the refund for the late fee and returned check into the correct account. ********************** had the correct account information.

  Business Response

  Date: 01/09/2025

  To Whom it May Concern,
  
  **** Wests complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex explained to the complainant that the refund went to their previous card because there wasnt a transaction that we could refund to. We provided the reference number of the refund for the customer to provide to their bank to help locate the funds.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  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:12/26/2024

  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 was using this app to pay my rent at ************* as option to pay half now and then later . I paid my rent through this company 2023 . I reached out to them several times to make last payment but the apartment complex was sold and changed management company. Now they are reconnecting with this company. My last payment was ****** . After reaching out numerous times to settle debt . Now they are sending me notices for ****** payment . Which isnt correct. Threatening to sue and. Send bill to collection. Im requesting payment is corrected and payment history updated in payment history and to not send bill to correct bureau since I made several attempts to settle debt . Requesting payment reduction and accurate payment history.

  Business Response

  Date: 01/09/2025

  To Whom it May Concern,
  
  ******* *****' complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex explained to the complainant that in September 2023, Flex submitted a rent payment in the amount of $1,192.22. Since their Flex Line of Credit is $500 and only $150.99 was made to the outstanding balance, the remaining amount is accurate.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  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: 01/21/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  This matter has not been resolved. Flex should look for payment of 650.00 in addition to recent payment of 159.00 to settle debt . ****** ******* was sold was listed under another company prior to selling to ****** ******* Boca assets. Company previously was listed as Boc mercury portfolio , Boc mercury portfolio holdings llc , Boca Assest so they should locate the ledgers for this entities . Debt is work . They are incorrect. This was 2 years ago. Please submit ledgers for these companies they will find payment history. I will file again until matter is resolved.

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

  Business Response

  Date: 01/28/2025

  To Whom it May Concern,
  
  ******* *****’ complaint filed with the Better Business Bureau was referred to the Customer Care Department at Flex. A Customer Care Manager has reached out to the complainant for further assistance.
  
  Flex records show that a rent payment was submitted on their behalf in September 2023 for the amount of $1,192.22. The second payment of $500 was originally scheduled for 9/15/2023 but was not successfully processed. Flex attempted to process the outstanding balance multiple times but was unsuccessful. Their outstanding balance of $500 was referred to collections RevX where they made a payment of $150.99, which leaves a remaining balance of $349.01.
  
  Flex has requested the complainant's property rent ledger from September 2023 for further investigation but has not received a response.
  
  We kindly ask the complainant to contact Flex at **************** with any further concerns or questions regarding their account. 
  
  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:12/25/2024

  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 make my second payment since Dec 15th. My card that I made previous payments with was lost. I received a new card with a new number. I've been trying to change my credit card information with no results. Three different people on your end have tried to help, each ending with the same result! There has got to be someone I can talk with to resolve this issue. I'm willing to call to get help with this. Please give me an alternative to complete this situation!

  Business Response

  Date: 01/03/2025

  To Whom It May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* Managers sent you a resolution with regards to the concern on your Flex account. We were able to get your repayment processed and your Flex account is now canceled. 

  If you have any further questions regarding your account, please respond directly to the last email from our manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best Regard,
  Flex Support

• Initial Complaint

  Date:12/21/2024

  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 applied to Flex in September and was denied for unable to verify financial information and I did not understand what that meant. I reached out to determine what that meant and I received zero assistance! What financial information are they attempting to verify without me providing any financial information!! I tried getting an explanation so if there is something I can provide/update, I would but Flex **** offered ZERO assistance.I would like to understand why I was denied for financial information I never had the opportunity to provide!!

  Business Response

  Date: 01/01/2025

  To Whom it May Concern,
  
  ****** ******** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex has requested the complainant reach out to ********** regarding their information on their credit profile.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team