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:03/15/2024

  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.

  I use Flex to pay my full rent up front and they break it into 2 smaller payments for me. I payed my first half on the first of the month (March 1st,2024)like I usually do which is $420 in return flex is supposed to pay my full amount for me ($860). They charge you a $15.99 fee on the second payment.My second payment of $420 was processed early on March 13,2024. On the app it is showing that flex paid my rent in full but I got a call today from my leasing office notifying me that my rent hasnt been paid. The office notified me that if I didnt pay my rent that they would have to file for evictionI searched the internet trying to find a customer service number but there wasnt any. I tried to get into contact with someone via email but I still havent gotten any response. Im just looking for a refund of the amount that I paid $860 and some reimbursement for the late fees that were added on because my leasing property didnt receive the payment.

  Business Response

  Date: 03/22/2024

  To Whom it May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently you spoke with one of our ************* agents and a resolution was reached with regard to 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

  Customer Answer

  Date: 03/22/2024

  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:03/12/2024

  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 was charged a total of $515 for them to pay my rent but they never did. they issued a refund and told me it takes 5-7 business days but that was march 1st . it had been 12 days and i keep getting the run around about then ill be getting my money back.

  Business Response

  Date: 03/19/2024

  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 this month because opt out of March rent coverage with Flex on 3/1/2024. Your down payment was refunded shortly after on the same day and you should have received the funds for your down payment back in your bank account by now. If you have not received your refund, please contact your bank at your earliest convenience using the tracking number we provided in our previous emails - 72517.
  
  Our agent attempted to get in contact with you on three separate occasions (3/12/24, 3/13/24 and 3/18/24), 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:03/07/2024

  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.

  I was charged $1349.93 on March 5 but Flex was unable to submit my rent payment through *******************. Instead of the authorization hold being released, the funds were pulled from my bank account. On March 7, a customer service agent with ********************** informed me that "even though we captured the funds for the first payment at the time that we attempted to make the payment no balance was detected on your rent portal therefore we were not able to make the payment." I have opened several tickets and sent an email to ********************************** regarding a payment issue. I have received no response regarding the status of these funds or if I am being issued a refund.

  Business Response

  Date: 03/14/2024

  To Whom it May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently you spoke with one of our ************* agents and a resolution was reached with regard to 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

  Customer Answer

  Date: 03/18/2024

  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. 
  
   
  
  

• Initial Complaint

  Date:03/06/2024

  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 3/1/24 flex finance took my first payment of the month out off my account for my rent as they do every month to pay my rent but on 3/5/24 I got a notice from my apartment management that my rent was not paid and that I now owe late fees. I talked to my apartment management to see if it was a issue on on their side they informed me that there is other in the complex that use flex and the same is happening to them so I contacted flex multiple times and its hard to communicate because there is no phone number to call I emailed them multiple times but no response so they took $952 from me and now I am being charged $95 worth of late fees.

  Business Response

  Date: 03/12/2024

  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 regarding your Flex account and let you know the issue has been 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,
  
  Flex Support

  Customer Answer

  Date: 03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/05/2024

  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 keep receiving a response through email there is an issue processing my payment with my debit card. They do not give an option to use your checking account. They paid my rent with no problem for January and February. I had fraud on my debit card and I updated my card for my second payment. I received a notification that there was an issue paying the second payment for February. Ironically, they were able to process the payment. The same message came for the month of March, and of course it's a weekend and they are only available Monday through Friday 6 am - 4 pm MST. I received a message to contact my bank. I talked to Bank of America and they said there is no block or restrictions on my account or my debit card. I finally received a reply after 15 tickets created through your bot system. Her name was ***** this was her reply, dated and with the time. ***** (Flex)Mar 4, 2024, 09:56 EST ** **** ***** *** *** ******** ***** ****** **** **** **** ******** **** ******** *** ** ******* ** ** *** *** **** **** ****** **** **** ** ****** *** ******* ** **** ********* ******** ** ********** **** ********* *** ** **** ** *** **** ********** ********** ***** ***** **** **** I never received a reply back. I had an eviction notice put on my door and now I have to pay late fees due to no help with this company at all! You have staff that works remote and you have no phone number to connect with anyone. All of your staff has privacy on LinkedIn and you can't reach anyone or see their names on LinkedIn. I worked for Corporate America in consulting, I have connections. They can't even get a phone number for you except an *************** and that says you have a high call volume and then it beeps to leave a voice message. You are a scam! Class action law suit coming to you soon! I have connections and you are not a legit business! You scam people and ruin their lives! Retribution will be ours! I will be contacting the New York News channels to have you on live TV.

  Business Response

  Date: 03/07/2024

  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 give them information regarding their card error for Marchs rent payment. We suggested the user update their method of payment as we are detecting an error when attempting to pull the customers initial down payment (their bank declined our attempts). The customer did attempt to update their payment method but Flex was still receiving a card error. We tried to confirm the card details with the user several times but the complainant has requested that Flex stop all communications. As such, Flex was unable to meet a resolution with the complainant. 
  
  Because Flex has taken all commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
  
  Regards,
  
  Flex Support

  Customer Answer

  Date: 03/08/2024

  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 updated the card. My original card on file had fraud and was replaced by Bank of America. It's ironic that all of the companies that take my payments had no problem at all with my new card. Flex Financial was able to pay my second payment for the month of February by doing a manual payment. They are lying and have a deceptive business just look at their reviews that are a 1.7 out of 5 stars. That's atrocious for a business! That shows they don't care at all. It's ironic that you can't talk to anyone and their business is only a toll free 888 number with a voice recording. They hide their executive teams names on LinkedIn. No reputable company does that. Why are they hiding, and what are they hiding? They have only 5 years of business. I was told I would receive a response back on 3/4/24. That never happened until 24 hours the next day. The card I have on file is valid and Bank of America said they are not blocked abs other companies can obtain their payments with no problem at all. I have contacted local news channels in ************* to investigate this company. I am not satisfied how they handled this situation, and other people have had the same problems and it's documented in the reviews about their business. This matter is not resolved at all. I have blocked them on my account now. Their response is vague and they hold no accountability at all!!! 

   

   

   

   

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

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

  Customer Answer

  Date: 04/20/2024

  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 

  This is a all a lie and they never replied back that they processed my February payment with that card on file. Look at your reviews and I have asked for upper management to reply and I get a generic reply every time. The owner hides who he and his staff are. Your company does not practice good customer service at all!!! You are a scam! You have been reported to the news channels in your area! 

   

   

   

   

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

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

  Business Response

  Date: 09/06/2024

  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 provide them with information regarding their card error for Marchs rent payment. Flex suggested the customer update their payment method since an error was detected when attempting to pull the customers initial down payment. The customer did attempt to update their payment method but Flex was still receiving a card error. We have tried to confirm the card details with the customer several times but the customer has requested that ********************** stop all communications. 
  
  Since Flex has taken all commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
  
  Regards,
  Flex Support
  
  

• Initial Complaint

  Date:03/04/2024

  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.

  My rental property charges $100 late fee each day rent is late. I watched flex all day long and after they took my money, Appfolio continued to reflect my rent not paid and late fee applied 03/02/2024. Flex has appfolio in their network but failed to complete the rental payment due on 03/01/2024 and their responses are not fast enough as email is the only option to contact them. I cannot pay rent or late fees since flex has obtained my 1st payment that did not satisfy my rent due.

  Business Response

  Date: 03/07/2024

  Better Business Bureau,
  
  ************************************* complaint filed with the Better Business Bureau has been addressed by Flex.
  
  In response to the customers initial complaint, Flex followed up with the complainant to inform them regarding their March late fee. We reimburse the complainants late fee and 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:03/03/2024

  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.

  Ive been paying my rent with flex, since last November, every month they increase on my rent randomly if I dont pay it by the first but they say they allow a grace ****** of 5 days. *** been trying to contact them about this situation for months. Its becoming a serious problem. For the month of March I paid my rent early on the 28th of February I paid $915 which was supposed to be my first half of the rent and they took the money instantly. Two days later on the first, it says my first months rent has failed, and there is now and additional $120 charge on the account, but all the money I put on the account is gone. They have been doing this for some time. But its honestly hurting my living situation. Ive been trying to contact them for days but no one has responded. They just continue to try to charge my account when I already gave them all of my money. I need this situation to be fixed ASAP. Please help me

  Business Response

  Date: 03/08/2024

  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 a resolution about 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:03/02/2024

  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 received an Adverse Action Notice from Flex via email. This communication came as a complete surprise, as I have never knowingly interacted with your company or used your services. Upon receiving the email, I immediately contacted customer care and spoke with an agent named ****. Unfortunately, *** ****** response was unhelpful and concerning. *** **** displayed a lack of empathy and urgency towards my situation. During the email interaction, *** **** requested my Social Security Number (SSN). As someone familiar with data security practices, I refused to provide this sensitive information through an insecure channel. Despite explaining that my TransUnion credit report has been frozen since last November, and requesting the removal of my data from your system, *** **** failed to take any action. Even after expressing my concerns and requesting data deletion, I started receiving text messages from Flex demanding rent payment. This further highlights the lack of communication and inadequate data security measures in place.I am deeply concerned about the potential for identity theft due to this incident. I urge Flex to take the following steps to rectify the situation:Immediate Data Removal: Permanently delete all personal data associated with my name from your system.Fraud Investigation: Thoroughly investigate the unauthorized account creation and any potential fraudulent activity linked to my identity.Improved ***************** Train customer service representatives on proper data security practices and ensure they handle customer inquiries with professionalism and empathy.Thank you for your time and attention to this urgent matter. I look forward to a prompt and satisfactory resolution.

  Business Response

  Date: 03/10/2024

  To Whom it May **************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently you spoke with one of our ************* agents and a resolution was reached regarding this concern. Flex has successfully deleted/ removed all necessary information per your request. 
  If you have any further questions regarding this issue, 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:03/01/2024

  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.

  Flex has taken a payment of $1153 out of my account and I DID NOT AUTHORIZE THIS PAYMENT. They have OVERDRAWN MY ACCOUNT AND LEFT IT IN THE NEGATIVE. **************** is non existent!! These people are thieves!! I WANT MY MONEY BACK NOW!!

  Business Response

  Date: 03/08/2024

  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. Since we stopped hearing from you on March 4, 2024, Flex will be closing this complaint as resolved.
  
  If you have any further questions regarding your issue, 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:03/01/2024

  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.

  Flex took rent out of our account for the month of March when we no longer live at this address. Full amount was taken out instead of just the half they normally did in the previous months. This set us back during our move and want to be refunded IMMEDIATELY.

  Business Response

  Date: 03/11/2024

  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. We are currently waiting for your old property to refund Flex the payment of $1622.11 that was submitted on your behalf for March rent. Once Flex receives the refund, we will refund you the down payment of $1122.11 and cancel your repayment of $500.00 scheduled for 3/31.
  
  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