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:12/20/2024

  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.

  I was prompted to answer a question about income verification after already using flex for a year and a half making less money then I do now, I didnt use flex one month because I couldnt get enough money to pay by the 5th due to having to pay for a vehicle. I forgot to turn off auto pay but anyway my account got suspended. How do you suspend someone with no warning who has only recommended your services to people, I am so ****** off, Ive never filed a bbb complaint but this is insane I feel like I got punished and suspended for just not being able to use the app once and for typing an error for income, why cant someone just update it and get it taken care of, you guys know you benefit from me paying the 15 dollar fee on top of other fees every month so why suspend me and lose a customer? You guys are that bad of a company that you willingly let money walk, I thought the point of having a company was to make money.

  Business Response

  Date: 12/31/2024

  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 provided an explanation regarding their income verification and its impact on their account eligibility. We worked with the complainant regarding their account status and did not receive further questions.
  
  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:12/06/2024

  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 am utterly disappointed right now. I received and email from my landlord on 11/28/2024 stating that all flex account tenants can make their 1st payment early; so I did just that to avoid any discrepancies of me having to pay a late fee and receive a 3 day eviction notice; once the payment was received, I got the email confirmation thst the payment was received on 12/1/2024, but when I checked the flex account on 12/3/2024, it was reflecting that the payment did not go through on 12/1/2024 and was reacheduled to submit the funds on 12/5/2024 (keep in mind my last day to pay without penalty is 12/4/2024). I then submitted a ticket to support to retify this issue expeditiously and i was told that they were handling the issue immediately to avoid any penalty. I was advised to cc my landlord the status of my 1st payment and my landlord confirmed receipt. Everything that i requested to not happen, happened. On 12/05/2024, the flex account reflected that flex is procssing my 1st payment in full for $1802, but I then received a 3 day eviction notice to pay a total of $2002 (including the $200 late fee by 12/10/2024). Now here it is today. I received the refund of my 1st split payment and can't pay my rent directly to my landlord because I now have to pay the balance in full.

  Customer Answer

  Date: 12/12/2024

  Good day,
   
  To whom it may concern,
   
  I've been attempting to follow up on status of the complaint referenced above. Attached, please find the thread of the email correspondences below. As you can see, I've been waiting for Flex *************** to comply since 12/07/2024, and they've been giving me the run around about accommodating me for the month of December's rent. Is it possible for you to reach me as soon as possible regarding this matter at ************. Thanks in advance.
   
  Best regards,
   
  ****** *****
  ********************************** 
  ************ 

  Business Response

  Date: 12/18/2024

  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 provided an explanation regarding their December rent payment. As a result, Flex reimbursed the complainants late fee. 
  
  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:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 12/2/24 I refunded $858 from my flex account to my Apple cash card. ***** Cash declined the refund. I have reached out to at minimum 10 emails and 5 phone calls. Not including all of the calls I made to my bank. It has not been almost 3 days. I am now getting a late fee and a 3 day notice to leave. Thanks so much Flex. For causing me this massive headache.

  Business Response

  Date: 12/10/2024

  To Whom it May Concern,
  
  ******* Dillards 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

  Customer Answer

  Date: 12/12/2024

  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:

  The business is not being honest. They only reason they started responding is because I posted a complaint on BBB! 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/18/2024

  To Whom it May Concern,
  
  ******* Dillards complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance through emails and text messages but has not received a response. Flex reached out through email on December 5th, December 6th, December 9th, December 12th, December 13th and December 17th. Additionally, we reached out through text messages on December 9th and December 17th. 
  
  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:12/02/2024

  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.

  On 29 November 2024, 4:56 PM my membership with Flex was canceled. Yet on the following day, 30 November 2024, Flex accessed my checking account with ********** and withdrew ******* funds without my authorization.

  Business Response

  Date: 12/06/2024

  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

  Customer Answer

  Date: 12/10/2024

  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:

  [Your Answer Here]

   A live representative of the business in reference has not reached out to solve this matter. For the amount of funds withdrawn from my account, without my authorization, texting my person in this regard is unacceptable.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/17/2024

  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 provided a thorough explanation regarding their November and December rent payments. Flex successfully processed the complainants downpayment on November 3rd and submitted their November rent payment to their rent portal on their behalf. Flex tried to process their repayment on the scheduled date but was unsuccessful due to a card issue. On November 29th, the complainant canceled their Flex account, which stops future rent payments but does not remove the outstanding balance. On November 30th, Flex successfully processed the complainants repayment of $1,013.00. Due to a canceled account, ********************** did not process any payments for December rent payment and no further payment attempts were made.
  
  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:12/02/2024

  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.

  They have not paid my rent for the past 5 months despite collecting membership fees from me every month since this entire year. They said one of my $15 payments was charged back, so I would need to pay it again, and then my suspension could be lifted 120 days after August 21. It is well past that now. I provided screenshots of my bank statements going back 11 month straight from February through until November showing every single membership payment made, and not a single one was ever returned to me like they falsely claimed. In fact, they charged me $808 for the month of August when again, they had not actually even paid my rent for the past 5 months. Rent was due yesterday and the most recent membership fee they collected from me was last month in November, but once again the rent was not paid. There is absolutely zero phone support whatsoever, and I have opened dozens of tickets and sent countless emails about this through their app already. Every single agent that responds would cut and paste what the previous incompetent agent falsely claimed, just repeating the same lie while to collecting my money and not providing services.

  Business Response

  Date: 12/11/2024

  To Whom it May Concern,
  
  Ngan Phans 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 a thorough explanation of their account status and eligibility. Additionally, we refunded the complainant their September, October and November membership fee. 
  
  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: 12/11/2024

  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:

  [The emailed me that my issue was resolved, they lied because it never was. Then they emailed me again saying get ready for them to pay for the rent on the 1st, they lied about that too and did not. Then when I  showed them that email they sent me saying that, and another email from them to me showing my statement with 0 balance, they tried to say I have to wait until after Dec 20. They just want to collect membership fees again next week and not provide services for the 5th month in a row, while pretending like they are going to do what they advertised.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 12/20/2024

  To Whom it May Concern,
  
  Ngan Phans 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 confirmed with the complainant that the hold on their account has been lifted and that their account is set for the upcoming month. 
  
  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: 12/23/2024

  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:

  I do not believe my case here should be closed until after they resolve the issue, which I won't know until after January 1, 2025. Their customer care team has a proven history of intentionally misleading responses.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

• Initial Complaint

  Date:11/22/2024

  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.

  Upon move in i paid my apartment a pro-rate fee of $873, 2 weeks later on the 1st of november i was responsible to pay the rest of my rent which was $723. I used flex rent to pay for my 1st payment to my leasing property. * was approved to pay 1 payment of $426.22 & another payment of $305.98. Both were paid on time with confirmation emails. I paid $732 to flex. & weeks go by & on the 20th of november my leasing office is telling me that my rent was not paid and i owe $1013 because of a late fee. when flex emailed me telling me my rent was paid on time. and gave me 2 confirmation emails. I spoke to there online chat bot & was told i was not eligible for a refund although they never paid for my rent after i paid them.

  Business Response

  Date: 11/26/2024

  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 confirmed that a payment of $724.95 was submitted to complainants property portal on November 1st as requested. We provided explanation of the rent amount submitted and payments processed. 
  
  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:11/19/2024

  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 notice that $800 that I requested as a refund from Flex was not credited to me. I later find out the credited my $800 to a different account. Before finding this out I filed a dispute with my ******************** since I made a payment to Flex with that account.Later I got the dispute withdrawn and removed .Today I get an email from Flex stating they are putting my account on hold because of the dispute I filed with my bank and the dispute is closing now since I called and made them aware they sent the money to a different account. I already emailed Flex multiple times to remove the hold from my account and they have yet to respond or complete my request.

  Business Response

  Date: 12/03/2024

  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. Our team is awaiting confirmation from your bank that the dispute has been canceled on their end, as it is currently still showing as pending in our system. Once the dispute is marked as closed in our system, we will reach out to you with an update on your account status.

  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: 12/05/2024

  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:

  My account is still on hold and my bank canceled the bank dispute.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/12/2024

  Better Business Bureau,

  ****** ******** account remains suspended because their dispute case has not been resolved. Although ********* states that they have withdrew the dispute with their bank, the transaction is still showing dispute pending on our end. Please view the screenshot attached.

  Once the dispute is resolved, we will reach out to ********* with an update on her account status. 

  In the meantime, if ********* has any further questions regarding their account, they can respond directly to the last email from our manager for assistance.
  
  Best Regard,
  Flex Support

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my subscription with this company and they debited my account anyway. After contacting them they refused to refund the full amount. I never agreed to any payment arrangements with them nor did I accept only 1/2 of the refund from them. I have emailed numerous times over the past month as they are continuing to try and debit my checking account. I have asked for written confirmation of the cancellation and I have written proof that I revoked any and all prior authorizations. I have contacted my bank, and I have co tasted the **** There is no way to contact this company via phone.

  Business Response

  Date: 11/25/2024

  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 reached out to the complainant and explained that canceling their account and turning off ******* would not have stopped an outstanding balance from being processed. ******* refers to their first payment of each month automatically renewing and Flex paying their rent for that month. We have confirmed with the customer that revocation of authorization has already been placed on their account and our system will not attempt to process any payments.
  
  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:11/13/2024

  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 submitted my rent payment on November 3 using Flex. I was informed by Flex a few days later that they were having technical issues which caused my payment to be returned. This is initiated a late fee from my property. I was told again to submit the payment through Flex which I did however the payment was returned again. I reached out to Flex and spoke with a ***resentative who told me that they will send me a wire transfer to my bank account so that Im able to pay rent. I provided what they requested which was a photo of a voided check that showed my bank account information . I was reassured by two ***resentative that I would be receiving a wire transfer. I reached out to Flex on November ***************************************************************************************************************** I never sent them my bank information Details which is a lie and I sent a screenshot of the conversation I had with the previous *** that showed avoided check. I have not been able to get in contact with anyone else since my encounter with the last *** I have not received a response from Flex.I want the money I was promised

  Customer Answer

  Date: 11/14/2024

  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:11/09/2024

  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.

  My friend lives in an apartment where they offer two options to pay rent. One of them is Flex. She paid with the first option but due to issues she had to get a refund of the funds. She had to use Flex to pay the rent but needed to borrow some cash. She paid me back immediately but for the next two months flex stole $3600 out of my account. Im a disabled veteran who trys to keep a little money left over for emergencies. Even when we addressed it they said they would take care of it. They promptly took $1400 two weeks later.

  Business Response

  Date: 11/22/2024

  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 is working with the account holder regarding payments submitted to their property on their behalf and to further understand the payment method in use. 
  
  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