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:10/18/2024

  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.

  Was using flex moved and repaid the money I owed after I closed my account now my account is suspended and Ive been in good standing with them for years and need to use the service again since I moved I need help to reactivate my account I email I get a different story every time I need help with this please

  Business Response

  Date: 10/23/2024

  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 had provided a detail explanation regarding complainants account status and eligibility. 
  
  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:10/14/2024

  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 had pre payed my rent amount through the app for the upcoming month. When the rent was due on the 1st of October, Flex never sent the payment to my landlord. I then requested a refund to my bank account but only received a partial refund on October 9. It is currently October 14 today, and there is still $808.00 in flexs system that has not been returned to me.

  Business Response

  Date: 10/23/2024

  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.
  
  Flex informed the complainant that their funds are stored in their Flex funds in the app and provided instructions on how to withdraw their 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:10/14/2024

  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.

  I was notified today that my rent has not been paid through Flex. I went to the office to show them that in fact Flex had taken out my rent payment on the 9th. But for whatever reason my rent has yet to be paid. Ive tried to email the company several times with no response. Now its approaching the 15th and Im afraid of an eviction due to this companys failure to pay my rent. I do not have additional funds to pay my rent again while waiting for a resolution.

  Business Response

  Date: 10/21/2024

  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. Upon reviewing your account, we see that we were unsuccessful in processing your down payment before our cut-off date, 10/5, due to insufficient funds. Please view the attachment below for more details on the failed transaction. Due to not being able to collect your down payment successfully, we were unable to cover your October rent. 

  Regarding the payment of $1295.00 processed on your card on 10/8, please know that Flex did not process this payment. You processed this payment on your own through the Flex app. We see that you have withdrawn these funds from your Flex account on 10/16 and you have canceled your Flex account on the same day as well.

  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:10/09/2024

  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.

  On October 1st my flex payment was fully processed. My apartment complex portal faced technical difficulties and i was unable to pay using Flex self submit by the 5th (which is apparently the deadline to use flex regardless of if you make your 1st payment). I didnt know this aand submitted a payment to my rental property on the 6th and the payment didnt go through. The flex app isnt showing the option to use the app this month or giving me the option to refund.which is weird considering Ive paid 910 to flex.Ive reached out to support and Im just not understanding what the next step is. The support *** hasnt been helpful and just seems to be ***eating some standard script. I dont want a refund as a first option i do want to use flex this month.

  Business Response

  Date: 10/21/2024

  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 had provided a method of payment for the complainant to submit his full rent amount. However, the payment was rejected. As a result, Flex refunded the downpayment of $910.57 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

• Initial Complaint

  Date:10/08/2024

  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 have been using Flex for about few months now and everything was going well until recently. As of today, I have received an email from my property stating my October rent has not been paid. I paid monies to Flex on 9/11 $490.50 for the remaining of Septembers balance. For some reason my bank card does not work with Flex so I would deposit monies into my Flex account each month. I did the same thing for September and paid my October deposit on 10/2. Before my deposit was paid for October I sent an email to Flex asking why I had a remaining balance for September when I made the deposit into my Flex account. I received no respond only responses from their BOT. As of today 10/8 I am told to pay $500.01 for Septembers balance. I am at the risk of possible eviction because I dont not have the extra money to pay my property for this month ( October). I am unable to withdraw my monies from the Flex fund account because it errors and say my card is incorrect. I am beyond exhausted and pretty much cried my eyes out today. Please help! Thank you

  Business Response

  Date: 10/17/2024

  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 processed the complainants outstanding balance of $490.50 and refunded the wallet funds of $1222.73 on October 10th. We did not receive additional questions or concerns. 
  
  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:10/08/2024

  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.

  Made the first payment for Flex to submit rent to my property and I saw the payment processing message but Flex did not make the payment and did not send me any notification. Instead I had to find out on my own and upon reaching out to Flex, they refused to take accountability. Said that I made my first payment after their cut off date but I would not have even seen the payment processing message if I did! Even saw a note that said if there is a problem with the payment we will reach out to you but I never got anything. Now they refuse to submit my rent for October and I am incurring late fees with the property. So frustrating!

  Business Response

  Date: 10/21/2024

  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 the first payment was not processed and informed the complainant that our engineering team is working on resolving the issue moving forward.
  
  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:10/02/2024

  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.

  Ive been using flex for over a year and this month is the first issue Ive had but its a big issue. I paid my 1st flex payment on 9/30 for Octobers rent, the payment was drafted from my bank account but my apartment complex has not received the payment from flex. I reached out to my leasing office and showed them the proof the flex payment was sent but it was still not reflecting paid on the apartment portal (leasing office stated they couldnt help since its a 3rd party contractor) Ive been emailing back and forth with flex ( no customer service phone number available) but they have yet to resolve the issue, and will not refund me my payment back.

  Business Response

  Date: 10/03/2024

  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. As of October 3, 2024, you have confirmed that your October rent payment, made through Flex, is now reflected on your rent ledger. We sincerely apologize for the delay in updating your rent ledger on your propertys side and appreciate your patience throughout this process.

  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: 10/04/2024

  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:09/21/2024

  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.

  Im writing a complaint about this company as I dont use them and dont know what they do. I do know theyre scammers as they have used my credit card and have charged over two thousand on it last month. The credit card company sent me a new one this month and they have charged over six hundred on it. I just got off the phone with the credit card company and they closed my credit card and are going to send a new one again. I just thought the BBB should know how they operate.

  Customer Answer

  Date: 09/30/2024

  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:09/20/2024

  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 had set rent payments to be deducted on the 31st and the 8th. There was a withdraw from my account of ****** on the 1st. I received a notice on the 4th about rent being due but I had already informed them that flex had taken out the ****** from my account and it would've showed up on the ledger. It didn't show up and it wasn't credited back to my account. I paid ******* ( including late fees) when my bill was originally ******************************************************************************************************************************************************* to another. I sent them everything they asked for, 1 being a ledger showing my monthly rent payments, the cashiers check ( *******) a bank statement showing what was deducted and a letter showing that the apt complex ( southwind at *********) hadn't received anything from them. I had canceled my account with them and they have yet to process my refund of $******

  Business Response

  Date: 09/25/2024

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  A ************* Manager has reached out several times for further assistance but we did not hear back. 
  
  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.
  
  Flex Support

  Customer Answer

  Date: 09/30/2024

  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 

  The company has contacted me and you can see the email exchange in the screenshots above. The site would not allow me to display more exchanges but i have responded. What was sent to the BBB is a response from a virtual assistant and NOT a real person.

  Regards

  ***** *

   

   

   

   

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

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

  Business Response

  Date: 10/17/2024

  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 had reached out to the complainant several times regarding their payment of $606.00. We requested additional information regarding their August rent payment, but the information was not received. We have stopped further communication as the complainant 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,t
  Flex Team

• Initial Complaint

  Date:09/18/2024

  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 received email confirmation from Flex that my account was completely cancelled on 6/28/2023. It took me 4 months to cancel my account with them after I became concerned about their business practices. I put in writing that this company may never charge my card in their system again. Over a year later, on 8/4/202, I reached out to Flex when my card was fraudulently charged for $773.52. Flex confirmed that my account was cancelled and to contact my bank. I also cancelled this card. On 8/9/2024, Flex charged my new card (that I didnt even have access to yet) for $732.25. Flex confirmed via email that there was no way they couldve charged my new card if I didnt enter it into their system. I told Flex it was impossible for me to do this as I dont have an account or access to the new card number when the charge happened. Flex confirmed again that my account was fully cancelled and to reach out to my bank. On 9/18/2024, my bank informed me that my claim against Flex for fraudulent charges was denied because Flex confirmed these charges were authorized. I need help because this company kept my financial information on file after confirming my account was cancelled and I requested in writing that my payment information to be deleted. This company then fraudulently charged me a year later, somehow got access to my new card information somehow before I did after the first fraudulent charge, they confirmed I should reach out to my bank because everything was canceled and then proceeded to lie to my bank **************** about these charges being authorized by me. This is not right. Flex is not a trustworthy company at all. I am now unable to pay my upcoming rent because of this theft from me. I would never advise anyone work with Flex as they will steal from you and lie to you. This has been an absolute nightmare.

  Business Response

  Date: 10/01/2024

  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.
  
  We have requested further information from the customer to help with our investigation but have not heard back yet.
  
  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: 10/05/2024

  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:

  I have been responding consistently to this business and do not understand why it was said that I was non responsive as this is untrue. I have provided further documentation to them that they requested. We are still currently emailing and I am waiting for their response. Im uncomfortable as well because there is no way to speak to anyone on the phone at Flex. I am not satisfied at all with what has occurred since my original complaint. Flex informed me, before asking for more documentation, they couldnt find the fraudulent charges I was referencing and to contact my bank. I was confused because I already did that and Flex told **************** these fraudulent charges were authorized. I receive the same responses over and over and am getting no where. I also have not received an explanation for how their system got my brand new card number and charged me again when I didnt even have access to the full number yet, nor did anyone else, to be able to enter it into any type of businesss payment system. My new card information was clearly captured fraudulently after I cancelled my card following the first fraudulent charges and I am so scared that this company can continue to have access to my payment information even after Ive cancelled my card and taken steps to protect my bank account. I would like ********************** to give me my money back that was fraudulently taken from my account over a year after I had my account with them fully cancelled. Please help. 

   

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

  Business Response

  Date: 10/16/2024

  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.
  
  We have requested further information from the customer to help with our investigation.
  
  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