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: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

• Initial Complaint

  Date:09/16/2024

  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 was using flex finance to pay my rent. They took out ****** from my account to pay my rent. Well my rent never got paid. I had to pay to pay in full, even after they took my money already. Claiming they paid my rent. They are saying they cannot help me. They stole my money.

  Business Response

  Date: 09/23/2024

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  A ************* Manager has reached out to 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 agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Flex Support

• Initial Complaint

  Date:09/14/2024

  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.

  My account is suspended now saying problems with paying when that was not the case. I paid my rent in full for July 2024; I paid my rent in July of 2024 and when ****** comes around, my ****** 1st payment goes towards the 2nd payment in July even though all monies were accounted for in July. I made one payment in the amount of $500.00 by money order on the 1st of July directly to the property outside of Flex, and made my second payment in the amount of $889.00 using Flex on July 3rd. My total rental monthly amount is $1389.00, and all the while, nobody is really telling me why Flex is sending money back yet was continuing to send notices that I owed. I spoke through both the email and the chatbot box texting for hours and days to ask why I overpaid in July because my ****** 1st payment of $789.00 was used to pay off the $500.00 loan 2nd payment in July and that did not include the already $500.00 from the 1st, so in total I paid $1889.00 going by their math, but by mine I paid $2178.00, and yet I still ended up owing in ****** when the ledger easily could have been balanced. Flex has a stored payment option where monies are kept to be collected to pay towards the rental balance, why didnt Flex just put the money they was so called reimbursing into the stored payment option and kept that money for ****** because they was asking for that money while giving me back money telling me they reimbursed me; by definition, a reimbursement means I keep the money, its mine, but I am now losing my home and constantly struggling to make payment on time because Flex took money. When Flex tells you you are being reimbursed, no youre not! Basically Flex gave me payments back knowing I had to pay back because the reimbursement was the - line of credit -; there needs to be a sure fire way of communicating and there needs to be an accountant on Flex's end to balance the books cause paying early or paying too much results in not paying at all and complaining will send you homeless.

  Business Response

  Date: 09/26/2024

  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.
  
  We have explained to the customer how ********************** works and informed them that their account was suspended because they did not meet our eligibility criteria.
  
  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: 10/02/2024

  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:

   

  Upon speaking to *****, the ************* Manager, to my knowledge, I was not satisfied with said response because the issue itself was based on the lack of assistance on Flexs part to have a suitable form of communication to properly assists customers who still was left confused even after reading and viewing the video that supposedly will give instructions as to how to use Flex. 

   

  The Self Submit option is not clearly explained on how to apply that option to actually make the transaction of payment. The only thing Flex says is you set up Flex, and Flex will automatically pay the rent for you.

  I found that not to be true because of the terminology of Self Submit is not coherent to Automatic payment.

   

  When customers interpret Automatic Payment its already determined that all the customer has to do is enter the data of a payment tool either card or bank account into the virtual wallet of the institution and then the institution will take out payment automatically without any further interaction from the customer; the customers only job is to make sure monies is there.

   

  With Flex, you will arrange a payment account to the property portal, but the customer has to submit the payment into the Flex app, and then Flex will add the credit line and submit the entire payment to the property which after all monies are accounted for, the customer still has to authorize the payment. Thats not Flex doing anything automatic as it advertises, and there is no real assistance to reach out to in a timely manner to make sure somebody is able to be with you to walk you through the process. I can explain how it works now because another customer of ********************** recently explained how it goes only after a few months ago going through trial and error to figure the process out myself. 

   

  We would not be where we are if only someone from Flex was openly available to offer step by step live assistance so I could ask the questions as I was going along to go through the process to make sure I was confident in knowing what I was doing and what I got myself into and there needs to be a clarity of terms with Self Submit

  And Automatic because Flex is not Automatic except to offer and add on the credit line portion, thats it. 

   

   

   

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

  
  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.
  
  Flex requested further information to verify their accounts eligibility. After a thorough review of the income information that was submitted, it was determined that they did not meet Flexs eligibility criteria. We recommended waiting a minimum of 60 days before requesting to resume Flex services to improve the customers chances of approval.
  
  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:09/11/2024

  Type:Sales and Advertising 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 several months, this company fronts your rent to your apartment complex and then you pay that amount back in two payments split through the same month. This service was supposed to help me and had been until September 2024. My rent is due each my by the 3rd, this company usually pushes through their payment to the apartment community from the 1st-5th. They recently started forcing customers to use a self pay method where they give you a digital debit card through their app and have you use that to pay through your resident portal. Before that they had an ACH/bank option and I just had to push through the payment on my end before the 3rd in the portal and my complex was always paid on time with no issues. The virtual card DOES NOT work and is not recognized by my resident portal, it always fires an error and makes me enter a CVV and zips code, both of which you dont have because its a virtual card. I also get charged extra fees for debit/credit cards through my portal. Theres NO way to troubleshoot that issue, so Ive been submitting my payments like I had before without issue. On 09/10 my COMPLEX let me know the payment bounced using the Flex account. I look in the app, Flex never paid my rent and did not initiate my 1st payment when there was money specifically in my account through my bank for that anticipated charge. Flex never notified me either that the account didnt pay the rent. So now I had to front the entire rent and late fees/NSF fees/same day fees because of Flexs account issues. This is not ok!! I can only contact them through email and their excuse was you need to use your virtual card by the 5th for us to pay your rent (even after I explained the above) and they offered to cover the late fees. I DO NOT accept that response. I am owed for the rent amount and additional fees, all of which you now have documents for and Ive yet to receive a response. I need this resolved immediately and the company to make this right!

  Customer Answer

  Date: 09/12/2024

  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:09/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 4 flex took $1040 from my bank account to pay my rent! Today I get an email stating they were unable to pay my rent and I have to pay directly to my property but there is now no way for me to recover the $1040 that they are holding because I cannot withdraw that money back to me and this has now caused my rent to be late! I've sent multiple emails because you can't reach an actual live person and the told me that there's a withdraw option in the app but I explained when I go to utilize that not only does it take 3-5 days to get my money back if the with draw goes through, when I try to withdraw it just tells me thank you for entering my card information and that's it. They are holding my money hostage and I can't withdraw it so I can actually pay my rent that's now late and of course they aren't going to reimburse me for the late fees they have now cost me because they didn't do what their website promises they would do! I knew better than to trust a company to do this but somehow they got my email and I thought I would try this out to help my credit score and now all it's done is make me late on my rent and put me and my family in a situation to get evicted! I am beyond furious!!! I need my money back ASAP. IF THEY CAN TAKE IT IN THE SNAP OF A FINGER THEN THEY CAN GIVE IT BACK TO ME JUST AS FAST SO I DONT ACCRUE ANYMORE LATE FEES THAN I ALREADY HAVE!!!

  Business Response

  Date: 09/18/2024

  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 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: 09/20/2024

  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:09/06/2024

  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 pay my rent using flex. Flex ia great until it wasnt for Sept. There was confusing info and no option to pay manually. Flex app kept sending different payment times to submit rent. I tried to manually pay that was not an option. The app instead said waiting for property or renr shows 0. By the time the dust settled. I could not pay mt rent because the option to do ao manually was no available at all even before the cut off time to pay rent. I wake up today to a bounced check fee and late fee. Now I face losing my apartment due to error on their end. I had paid $50.71 which I also owed and they had no problem taking that but when it came to the first part of rent it is crickets. Flex said there was an issue with my bank regardless the option to pay manually was not available and the messages they sent were confusing.

  Customer Answer

  Date: 09/09/2024

  Better Business Bureau:
  
  I was assisted via email by a manager naked ***** who did the best she could for my situation. The business will not be able to pay for my rentnas I had hoped but the Manager ***** and rep **** made sure my.concerns were addressed the best they could be. I am closing my request as the business can not help any further than the help that I was offered today. In the future it is my hopes the business and app will provide additional days to pay rent and offer a manual pay option regardless of auto pay. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/06/2024

  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 am attempting to get a refund of 696 that was paid on sept 4 . My rent was not paid to my office I got no notification that it was and I am requesting a refund. This business has no phone number and email responses only .

  Business Response

  Date: 09/12/2024

  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. Originally, we sent you the credentials to one of Flex's virtual debit cards that had funds in it for you to manually pay your rent in your rent portal. Your Flex app should have shown a service issue and you were supposed to click on it to retrieve the credentials to Flex's virtual debit card. Once you retrieved the credentials, you had to enter the information in your rent portal to pay for this month's rent. We truly apologize if there was any confusion about how to use Flex's Self Pay feature.
  
  Your down payment has been refunded, we reimbursed you for this month's late fee of $100.00, and your September'24 membership fee was waived as a courtesy for the confusion encountered.

  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:09/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 1st I used Flex to submit a partial rent payment. Since they were not in the office on Labor Day they did not have an updated rent amount. They sent me an automated email asking me what was the amount I wanted to pay my leasing office/property management company. They usually split my rent in half so I entered the half amount. I called my property management company and they told me that they never received any payment from Flex. Flex does not have a **************** phone number. The only way to reach Flex is through email. Waiting on them to get back to me I had to pay additional rent payment out of my own money. Which is strange because Flex took $250 out if my account and now they are not giving me my money back. The person that answers my email will not tell me he will give my money back. He keeps telling me the process of how Flex is a credit line. I need a refund of my money because they never paid the $250 to my leasing office/ property management company. This is insane and I need to know what the next steps are.

  Business Response

  Date: 09/11/2024

  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. We explained that Flex only paid your property $495.91 for September because that was the amount you entered as due on the Flex app on 9/1. 

  Moving forward, if the app prompts you to specify the amount you'd like Flex to cover, please make sure to enter the total amount of your rent bill for the month. By doing this, Flex will be able to calculate the correct down payment and ensure that your entire rent payment is covered for the month. This guarantees that the service functions as intended, taking care of your full rent bill without any issues.
   
  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: 09/13/2024

  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:09/04/2024

  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.

  This company was recommended to me by my landlord.They claimed to split your rent payments. I have never paid my rent late in my life.They charged $1,381.67 to my credit card. They supposedly opened an account for me at *********. The account number they gave me was: ************ The routing number they gave me was: ********* When I attempted to add this account to my property portal, portal said the routing number was incorrect.There is no live person to speak to. They only communicate via chat on their app and via email. They claimed that they paid my landlord the $1,381.67 but that was not true.I reported this as fraud to my financial institution. They will be doing an investigation.I am disabled and cannot believe they tried to scam me like this. I won't get my money back until after the investigation is completed. I did go onto their app and cancel my account immediately.There are over ***** complaints against this company which are similar to mine.

  Business Response

  Date: 09/09/2024

  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 confirmed with the customer that their account has been canceled as requested and a refund has been initiated on their funds. We have provided the customer with a reference number to help their bank track the refund of 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:09/04/2024

  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.

  FLEX has gone into accounts they was not authorized to take from . They double dip. I have tried to pay by the app but was told by them that it doesn't work. This LLC should lose its operation license for the way the do business

  Business Response

  Date: 09/08/2024

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  We are unable to locate a Flex account with the credentials you provided in the complaint, however, one of our ************* Managers attempted to contact you on the email you listed in the inquiry, ************************ We attempted to contact you on three separate occasions (9/4/2024, 9/5/2024, and 9/6/2024), however, we have not heard back from you. Since we have not heard back from you, we will be closing out this inquiry as resolved. 
  
  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