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:08/06/2024

  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.

  Recently made an account with **********************, funded the said account $971 dollars was told to relink the property was unable to do that reached out to support relinked it finally then my rent still wasnt paid now its the last day before my rent is late saying my username and password for my resident portal was incorrect but it never asked for that. Now the app wont let me withdraw my $971 it keeps asking me to renter my card details the 13 times I tried to do that and support giving me the run around.

  Business Response

  Date: 08/09/2024

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently one of our ************* agents reached out and confirmed that your stored funds has been refunded.
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Support

• Initial Complaint

  Date:08/06/2024

  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 have made my payment on 8/2 to flex. I have the receipt. You took my payment. I used the card provided on my rental portal to pay rent as requested. The app said rent was paid, I ignored it. I have worked in banking and understand weekends don't process until Monday night. This is why I'm contacting on Tuesday, 8/6. I see now, my money is gone and rent was never paid. My rental has no record of the payment that I made through your application. You stole my money and I need it back ASAP. My money is gone and I still need to pay rent.

  Business Response

  Date: 08/15/2024

  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 truly apologize for any inconvenience or frustration encountered with our Self-Pay feature this month. We see that you were able to get your rent paid with our virtual card.
   
  As mentioned in our prior conversation, please use the virtual card to cover your full rent amount so you do not have to pay for the remaining balance on your own again. If your property charges any fees for using a debit card to pay rent, the card will have enough funds to pay for the fees 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:08/05/2024

  Type:Customer Service 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 turned off auto pay, I canceled my membership, I removed my card info from the app, I recieved confirmation emails of all these things, AND I reached out to them directly saying that I withdraw consent from any automatic future payments. Yet 3 days later they took 505$ out of my account anyways! Now they conveniently will not get back with me.

  Business Response

  Date: 08/13/2024

  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 has initiated a refund to the complainant and are awaiting confirmation that the funds have been received. Once confirmed, Flex will work with complainant to recollect the balance. 
  
  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:08/05/2024

  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 flex finance for my rent payments. My August rent was just paid to the apartment complex and I have also had the first monthly debit from my acct taken out of my bank. I have utilized the chat option numerous times without a resolution and I NEED TO CANCEL FLEX FINANCE IMMEDIATELY!! I have been told by the chat that this can be accomplished through the settings app, but this is NOT TRUE! My account shows a balance due of over $1700 and my rent is only $1638......as I said before, I currently have $1128 sitting my acct that was taken from my bank on July 27th or 28th......THIS IS ROBBERY, given the fact that I CANNOT cancel my Flex Account. I need assistance in how to rectify this situation from a real person rather than a robot that cannot actually assist me.

  Business Response

  Date: 08/14/2024

  Better Business Bureau,
  
  *************************** complaint filed with the Better Business Bureau has been addressed by Flex.
  
  In response to the customers initial complaint, ********************** followed up with the complainant to inform them regarding their August rent payment. Flex explained the August rent payment breakdown and canceled the complainants account as requested. We did not receive additional questions or concerns from the complainant.
  
  Since Flex has taken all of the commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
  
  Regards,
  
  Flex Support

• Initial Complaint

  Date:08/05/2024

  Type:Customer Service 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 currently use the Flex Rent app to pay my rent. On August 2nd, 2024, and August 5th, 2024, I submitted two separate rent payments of $251.24 that haven't been paid to my apartment property, Shadowood Apartments. The total amount paid was $502.48. Because my rent has not been paid directly to Shadowood Apartments, I now have to make another full payment of $497.50 and a possible $100 late fee. I have emailed my apartment manager and they haven't gotten my rent. I have emailed Flex rent support, but I haven't gotten a reply to refund my money.

  Business Response

  Date: 08/15/2024

  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 understand that you were not seeing the rent payment Flex sent to your property this month on your rent portal's ledger. This may be because you relinked a new rent portal on 8/5/2024, which was after Flex already sent your property the rent payment on 8/2/2024.
   
  We had asked you to reach out to your property manager at Shadowood and provide them with the following tracking information:
  ID: *******
  Batch ID: *******
  Bill Transaction ID: ***********************************
   
  Your property manager at Shadowood should be able to locate the payment on their end with the above information and apply it to your rent portal account.
  
  Since we have not heard back from you since 8/8/2024, we believe that your property manager was able to locate the funds Flex sent them on your behalf and will be closing this complaint 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 Regard,
  Flex Support

• Initial Complaint

  Date:07/31/2024

  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 trying to make a final payment for my previous apartment and every time I go on the app it tells me it can't process the payment because my card was not approved. The card is fine, it's the flex app. It has the wrong address on there and won't let me change it. We'll, it will.let me change it but then immediately changes it back to the wrong one. They keep trying to tell me I need to change the info and when I tell them it's their fault they send me some robot answer that doesn't help at all. If this goes to collection I will.be seeking legal advise and taking them to court over it!!

  Business Response

  Date: 08/12/2024

  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 kindly ask *********************** 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:07/20/2024

  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've been using Flex to pay my rent. We all know times are hard for most. Long story short, my 2nd payment for July rent was due yesterday (July 19th) but I reached out to question the remainingbalance. I have the payment, but why would I willing pay more than what is owed? Again, times are hard and money is short, obviously or I wouldn't be using Flex. I submitted a ticket to request a break down in charges, because the amount is incorrect according to the total rent amount and my 1st payment. Total rent was $1,617.29, of which $1,128.46 has been paid, but my remaining balance is $505. The ONLY fee applied to the 2nd payment is a 1% processing fee of $5. Let's do the math! ******* - ******* = ******. Now add the 1% processing fee ($5); ****** + 5 = ******, correct? The membership fee is paid and was paid separately, so that's not included in the 2nd rent payment. It has nothing to do with late fees or other fees from my apartment complex. There are no other fees! When I reached out to ask this, I never got an answer as to why it's $505. In fact, ******, (the Flex rep I've been emailing with today) had only copy and pasted the same response without answering my original question. I've requested to receive a review and response from someone above them. I can pay it, but I need an answer. Also, if this is a normal practice for them, they'll have bigger problems.

  Business Response

  Date: 07/29/2024

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  ***************** manager had reached out for additional information on July 22nd, July 23rd, and July 24th 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:07/19/2024

  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.

  July 19 2024. Just seeking information about the system. But when you plug in your name and phone number it comes back as if you established an account. My intention was not to establish an account but to understand what the service is. I do not want a membership or any relationship to this company, Flex. I do not want to billed for a membership from Flex.

  Business Response

  Date: 07/30/2024

  To Whom It May ******************** 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 unable to find any Flex accounts related to the credentials you provided in the inquiry:
  *****************************
  **************
  ******************* 

  Based on the screenshots you sent, we see that you entered your information on the Flex app but did not actually complete the application. This means a Flex account was not created and you will not be charged any membership fees. 

  Our agent attempted to get in contact with you on three separate occasions (7/22/24, 7/24/24, and 7/25/2024), however we have not heard back from you. Since we have not heard back from you, Flex will be closing this complaint 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 Regard,
  Flex Support

• Initial Complaint

  Date:07/19/2024

  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.

  On July 18th 2024 at 5:03am I paid my sending payment of 606$ to flex from my chase acct . I received my woohoo your July rent has been flex email stating that they received my payment. On July 19th I received an efficient funds from chase because Flex had taken another $606 out of my acct knowing I had already paid early that morning. There is NO customer service line to call or NO human interaction at all

  Business Response

  Date: 07/30/2024

  To Whom It May ******************** 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 understand that you were seeing two Flex transactions on your bank statement, one that was successfully settled and another transaction that was pending. After looking into your account, we can confirm that Flex has only charged you once for July's repayment. Please view the attachment for your July Flex transactions. 

  If the transaction is still showing as pending on your bank statement at this time, please ask your bank to reach out to us if needed. Please let them know that they can reach us at ********************************** with the Subject title: "CCM **************************************". With this subject title, we can ensure that your bank's inquiry will get sent directly to the ************* Manager handling your case.

  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: 07/31/2024

  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:07/18/2024

  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.

  7/12/2024 $****** On 7/12/2024 Flex took out ****** from my bank card. I already paid them on 6/30/2024 of $1027.00 for my 1st payment and then 7/25/2024 they would take out $707.00. So there was no reason for them to take out $****** on 7/12/2024. I contacted someone through email because they do not have a call center. So I have been emailing back and forth since 7/12/2024 and they keep saying they are looking into it. I sent them a screenshot from my bank account and they asked me for the last 4 digits of my card. I sent the information that they needed and it is still not resolved. My bank account was in the negative because of this issue which meant that my other bills that were supposed to come out couldn't because of the negative balance. I just want my money back!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business Response

  Date: 07/29/2024

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  ***************** manager had reached out for additional information on July 17th, July 22nd, and July 23rd 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