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:06/05/2024

  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.

  Hello Ive had used your app for a whole year and I had no problems all the way until my lease end which is so backwards anyways my property manager made a mistake (I have no control of I dont work for the apartment I am only a consumer:renter ) and put a full month of rent balance on the rent app $1975 5.2.24 after 5pm . ????$1589 was took out of my account for the first installment plan mind you my LEASE WAS OVER MAY31st . I dont move out till the 8th of June due to my stuff still being in my apartment still cause I didnt vacant yet due to my job Im a truck driver and dont come home till the 7th Friday this week I agreed over the phone to pay that and got sent a notice via email that I vacant the 8th and only pay prorate price (66 per day ) $528 NOT A FULL MONTH fast forward couple min later after phone call I get a notification from flex that my rent has been paid for $1975 ! And $1589 have been took from my account !!! Which lead my account to go negative!! I will show you all the proof in pictures of when my lease is over which was *** last month , my vacant letter for the 8th of this month, and my bank account being in negative for that I contacted flex about this and they told they cant do anything to help me and stop responding back to me and told my rental manger that Im still responsible to pay my second payment which is $505 !!! Thats robbery !! Even after the property manager emailed them that it was miscommunication and they made a mistake on the balance update they showed on the rent app that flex seen and paid . I email you all over 6-7 times 5.3.24 and didnt get anything back !! Theres no phone number no customer service no nothing ! I feel scammed I need help asap my account in negative and I dont want to be responsible to over paying flex when Im not gonna be there a whole month ! I have kids and wife with nothing in my account my lease was over *** how the **** can I not get immediately help from that situation smh

  Business Response

  Date: 06/13/2024

  To Whom it May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently one of our ************* agents reached out with a resolution and explanation regarding the on your Flex account.
  
  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:06/03/2024

  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.

  Set up rent to be paid this month. Attempting to manually pay and keep getting a notice that says, you have attempted too many times - this happened after the first attempt. The biggest frustration is the lack of customer service- late fees will be added tomorrow so this payment needs to be processed today - I would like this payment processed today or the late fees to be taken care of by the company as I have sent 3 emails trying to ensure this gets taken care of on time

  Business Response

  Date: 06/10/2024

  To Whom it may ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently our ************* manager sent you a resolution email with regard to the concern on your Flex account. We have not heard back from you yet. 
  
  If you have any further questions regarding your account, please respond directly to our last email for assistance.
  
  Flex Support

• Initial Complaint

  Date:05/30/2024

  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 November 4th I paid Flex Rent $439 to pay my November rent and it was NEVER paid. I am seeking a full refund for the missed payment of rent for November. There is no other way to get in contact with support.

  Business Response

  Date: 06/06/2024

  To Whom It May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* agents sent you a resolution with regards to the concern on your Flex account. ********************** was unable to cover your rent for November because you failed to make your down payment before our cutoff, 1PM EST on 11/5.  The screenshot you attached in your complaint shows that your 1st payment failed on 11/4. Please view the attachment in this response. You can also find additional details of the failed transaction in the second attachment. The screenshot below shows your bank declined Flex's transaction on 11/4.
   
  If you truly believe you were charged by Flex on 11/4 and are owed a refund, please send us a screenshot of this transaction posted on your bank statement so we can further investigate on our end.

  Our agent attempted to get in contact with you on three separate occasions (5/31/24, 6/3/24, and 6/5/24), 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 agent 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:05/22/2024

  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 a flex rent account that pays my rent monthly. I accidentally disputed the charge for the first rent payment of $739. once I found out I immediately called my bank to cancel the dispute. its been 3 weeks now and flex is still saying the dispute is still active/opened on their end and that's not true. **** of America has already sent me a letter confirming the dispute has been closed. flex rent already didn't cover my may rent and now their saying they cant cover my June rent even though the dispute is closed/cancelled!!!!!!

  Business Response

  Date: 06/03/2024

  To Whom it may ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently our ************* manager sent you a resolution email with regard to the concern on your Flex payment. We are still waiting on dispute results before moving forward.
  
  If you have any further questions regarding your account, please respond directly to our last email for assistance.
  
  Flex Support

  Customer Answer

  Date: 06/06/2024

  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]

  I was told to reach back out 06/05/2024 because thats when the dispute would be updated. I still havent heard anything back from flex regarding the dispute even though **** of America cancelled the dispute weeks ago. 

   

   

   

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

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

  Business Response

  Date: 07/17/2024

  Better Business Bureau,
  
  Flexible Finance, Inc. (Flex) offers a service that allows customers to split their monthly rent payment into two payments via a Flex Line of Credit. To access a Flex Line of Credit for a particular month, a customer must make an upfront, one-time payment (Initial Payment) of their rent. The remaining amount is financed by the Flex Line of Credit. The full rent amount (initial payment and financed amount) is paid directly to the customers property manager via ********************** and ***************. The customer must repay their Line of Credit before the end of the month to use the Line of Credit the following month to pay rent.
  
  *************************** 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 that we see the cancellation of the dispute has reflected on Flex's side. However, the complainant was also informed that following a dispute there is a waiting period of 120 days before their account is eligible to be re-evaluated to use Flex services.

  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

  
  

  Customer Answer

  Date: 07/17/2024

  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]

  No because no one has still told me when the 120 days is up!!!  

   

   

   

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

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

• Initial Complaint

  Date:05/20/2024

  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.

  Flex claimed my service was suspended but during that timeframe they STILL SOMEHOW took money out of my account for *** rent from my debit card I had on file with them for previous rent payments, but yet my property manager informed me they havent received funds from Flex. I was confused overall and now Im upset because I have yet to receive the proper help or receive my money back. They stated they didnt take funds or have any transactions but my bank has confirmed that the money was taken from them and I provided screenshots to Flex. Now, my rent isnt paid, I have late fees, and Im facing eviction filing in just 4 days. They only keep contact through email and dont respond or solve issues in a timely matter, which is not professional when it comes to peoples hard earned money and times are hard enough as is. I have a baby to take care of with no financial support. Please help me get my money back. I dont like feeling like Im being scammed when I was pointed to Flex to make my life easier by splitting my rent payments.

  Business Response

  Date: 05/28/2024

  To Whom It May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently one of our ************* agents sent you a resolution with regards to the concern on your Flex account.
  
  Upon investigation, we see that you canceled your Flex account linked to ******************** on 5/11/2024 and created a new Flex account linked to ***************** on 5/14/2024. Please know that we've looked through both accounts, and we were unable to locate any payments charged by Flex on 5/1 for $987.55 and 5/15 for $505.00.
  
  Since we are unable to locate either payment, we recommend that you reach out to your bank directly to dispute these charges, if they are still appearing on your bank statement at this time. 
  
  We stopped hearing from you on 5/21/2024 and our agent attempted to get in contact with you on two more occasions (5/24/24 and 5/27/24), 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 agent 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:05/16/2024

  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.

  Okay, so I had a flex rent account. I changed my phone number in the middle of the month which I had made my first payment on the first for my rent and then I could pay the rest around the 15th. Once I changed my phone number I was not able to log back into my flex account to pay the rest of my rent and they closed my account stating I owed a balance which is not my fault whatsoever. I always paid my rent on time until I ranned into this issue. I reached out to customer service and they claimed they cannot find my account or my previous number which is really weird. Now I am at risk of having to pay rent for ***** and May which is going to mess me up financially . If they cannot fix this issue I want to be refunded the half amount I paid for the month on my rent so I can fully pay for ***** rent .

  Customer Answer

  Date: 05/17/2024

  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:05/07/2024

  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.

  Terrible business practices, they take over 24 hours to respond to any inquiries so if youre being charged late fees by the day you are SOL. Long story short they are not allowing me to make my May 2024 rent payment. I noticed the error on 5/3, its now 5/7 and they still havent resolved the issue. Overall just a really poorly run company.

  Business Response

  Date: 05/14/2024

  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 May rent payment. The complainant had unauthorized use of Flexs method of payment to submit their May rent payment to their portal. As a result, Flex had rejected the payment attempts and notified the user of the unauthorized use. 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:05/07/2024

  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.

  Flex has the worst customer service ever. To think people reply on this service for assistance with rent you would expect better customer service. You can only contact them via email. They respond once a day with generic answers that does not help. I was not able to use this service for the month of may after using this service for over a year. The day my rent was due I received a notification that their system is having a problem relinking my property and to have it resolved before the 5th. Well it took 6 days to get a response via email. I was left with figuring out how to cover my full rent after relying on them for a year. I still have no answers to why they stop accepting my property and will be canceling this service. It was nice while it lasted. My main complaint is that I should have received notification that my property is no longer being accepted (Im assuming) in advance prior to the 1st of the month and not the day the rent is due. *** at flex wasted my time for several days just to start back at square one. Horrible horrible customer service.

  Business Response

  Date: 05/15/2024

  To Whom it May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently one of our ************* agents reached out with an explanation and provided steps to resolving the concern on your Flex account.
  
  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:05/02/2024

  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 didnt do any business with flex idky I was charged $532 May 2. I never did business with you guys

  Business Response

  Date: 05/13/2024

  To Whom it May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently one of our ************* agents reached out multiple times regarding your concern. However, we have not heard back yet.
  
  If you have any further questions, please respond directly to the last email from our agent for assistance.
  
  Best,
  Flex Support
  

• Initial Complaint

  Date:05/01/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flex changed the way they process payments obviously within the last month without notification so my second payment for ***** was not paid on the 30th I received an email advising me to pay the remaining balance for ***** and then I still would be able to flex may rent! I have screen shots! I went ahead and immediately paid the ****** now the app is not allowing me to flex May rent why lie? I would have paid my actual rent today and paid you guys by the 5th and now my rent is going to be late! I have sent several emails and no response you guys lied to me which is not cool ! Youre not helping youre hurting ! I want you to honor what you emailed me on 4/1 at 1:33pm!

  Customer Answer

  Date: 05/01/2024

  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,
  
  ***********************