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:08/06/2025

  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.

  My finance and I decided to give Flex a try to split our payment for the month of August and provide some financial ease. I signed up, provided my information to include my bank account and rental property address. I did not provide ANY other information. My understanding is my property was not an integrated property, so Flex did not already have a contract or anything with my property or landlord. The general idea of Flex, from my understanding is they create a debit card or a bank account for you. Because my rent is not paid through a portal, I have no rental management company, and everything I do with my property goes directly through the owner/landlord - I thought I could transfer the money from my Flex account to my bank account and pay via *****. Which is the ONLY way my rent is paid. I initiated the transfer and it took about 5 business days to advise it was rejected. Flex does not support that transaction. They claim my $2150 rent was paid but there is nowhere they could have deposited the $ and my landlords information was not provided. They cant figure out where the $ was sent and the only way to contact them is via email. I have gone back and forth with them via email requesting more information, asking them to provide proof of where my money was sent and they have not provided anything except ensuring they understand my frustration. They withdrew the first portion and I have attempted to dispute with my bank because I ended up paying Flex $1666 or so ON TOP of my actual rent of $2150. This has been happening since 8/1/2025 with no resolution. The only communication with Flex has been with a Bot over email and they claim to be expediting my case but still cannot provide anything to assist. Like my money was lost in the ether. I have demanded a refund multiple times but am still waiting for more than just my feelings to be understood. I want a refund and to never deal with Flex again. I have since cancelled the account.

  Customer Answer

  Date: 08/07/2025

  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:08/05/2025

  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.

  Two months in a row Ive gotten notices from my property saying they havent received my payment that I made through flex. These notices were saying if I didnt pay within three days the full amount that they would evict me and then I had to come out of pocket and pay my complete rent again. While I wait for a refund from flex. Flex has no customer service that you can talk to a live agent with which I think is ridiculous when were dealing with peoples rent and a roof over someones head. This is too risky is better to just pay the full amount from the start and then to deal with a company that does not even have human customer services and theyre dealing with your money is ridiculous I regret trusting flex to pay my rent.

  Business Response

  Date: 08/18/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  We recently spoke with you regarding your inquiry, during which one of our ************* Managers explained that your 1st payment has been returned to you because you did not use Flex's bank account to pay for your rent this month. Please know that after making the 1st payment in the app, you were given the credentials to one of Flex's bank accounts. The bank account is preloaded with funds from Flex for you to utilize to pay your full rent in your property's rent portal.

  Additionally, we refunded your August late fee totaling $199.90 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 agent for assistance.

  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: 08/18/2025

  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:08/02/2025

  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 paid $987.78 to Flex as a first payment. The app and a customer service *** says that the full rent was paid but my resident portal is still showing full balance owed. This is my first time using Flex and will likely be my last. Poor first time experience. Also, the response for help is too slow.

  Business Response

  Date: 08/07/2025

  Better Business Bureau,
  
  Mercedes Simpkinss complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to Mercedes Simpkinss initial complaint, Flex followed up with ******** to inform them that Flex successfully submitted their August rent and to allow time for their rent portal to reflect the submitted payment. The complainant, ********, confirmed that the property was received our August 2nd. We followed up several times for further assistance but no further action was required. 
  
  If ******** ******** does not see the provided update, they must reach out to their property. 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.
  
  Best, 
  Flex Team
  
  

• Initial Complaint

  Date:07/27/2025

  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 decided to sign up for flex payments to help lessen the amount due all at once for rent and to split it into 2 separate payments to ease bill costs monthly. I was unaware that they are only going off of my credit and did not request or consider a 2nd ****** who is also on the lease. Based on "credit" they have set up my payments on the 1st and 15th. 1st of the month they take at least 90% of the rent owed if not more, remaining comes out on the 16th. I have contacted Flex to see if I can adjust these payments so that they are more towards an equal amount each payment. I informed them also that there should be 2 employed ******s credit considered due to both of us being on the lease, not just myself. Explained I am not asking to miss a payment, just make it more even each payment. #1 I NEVER get to speak to someone on the phone, everything is relayed via email, can't even find a number to call to discuss or make possible changes. #2 they are going off 1 ******'s credit and won't even consider adding the other occupant and won't even give me a response as to why!! When I requested to make those changes and reevaluate credit, payments, etc. all I am told is "let us know when YOUR finances change" I was told I could get online and adjust 2nd payment to a higher amount using the slider but that is false, I can't make an adjustment to make a larger 2nd payment to even it out some again due to MY "credit". If there are 2 people on the lease with verifiable employment, why will they not allow submission of proof and make changes? On top of that they can't seem to fix any of the issues I've had with their app. Stressed out about receiving an eviction notice and possibly an attorney fee charge of over $400 due to rent not getting paid because the payment "wouldn't go through". I'm even paying over $20 to them for all this added stress. Seems to be nothing but sugar-coated generic response emailed bulls**t that costs those struggling even more money.

  Business Response

  Date: 07/31/2025

  Better Business Bureau,
  
  ******* ******* complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ******* ******* initial complaint, Flex followed up with ******* to inform them that Flex was unable to review another persons income and credit, even if they are on the same lease as the Flex account is per individual. Flex was unable to increase their credit limit (which lowers their initial payment and increases the second payment). 
  
  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.
  
  Best, 
  Flex Team
  

• Initial Complaint

  Date:07/25/2025

  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.

  7/3/2025 I mistakenly overpaid my rent. I immediately withdrew my payment from Flex and they sent $85.66 to my account, there should have been a total of $855.66 sent back, I made 2 separate transactions, $400, $485.66. I reached out to Flex and they acted as if they didnt comprehend so on 7/5 I filed a claim with **********. ********** gave me a provisional immediately and I paid my rent to Flex the same day. I withdrew my claim against Flex on 7/11 and they were reimbursed 7/14 @ 1:10AM per ****** Fast forward to 7/24 after corresponding via over 40 emails, Flex is still saying the claim is open and I have sent them the letter ***** sent me stating I withdrew the claim, the date I did so and the claim was closed. Flex stated they couldnt go off of that and keep sending me screenshots of old pending transactions that say 30 & 27 days until the account can be resolved and theyve been sending me these same pics since 7/14. These people think Im a fool and they have no number and always seem to reply between 1AM-3AM CST or at 11AM CST.

  Business Response

  Date: 08/06/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently, our ************* manager reviewed your account and transaction history to see an active dispute. We received your dispute cancellation notice but the **** has not updated the dispute status. Flex is currently waiting on the dispute results/status update. 
  
  We understand your frustration and want to formally apologize for any inconvenience caused. 
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Best,
  Flex Team
  

  Customer Answer

  Date: 08/11/2025

  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:

  Flex is not handling this in a professional manner and as Ive stated, ***** has closed the case, per my req request, and refunded Flex their funds 7 business days later. Ive sent Flex the documentation my bank instructed me to share with them and they declined to review the electronic mail sent to me regarding the closing of the claim.

   

   

   

   

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

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

  Business Response

  Date: 08/26/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Our ************* manager received your dispute cancellation notice but the bank has not updated the dispute status. Flex is currently waiting on the dispute results/status update. 
  
  We understand your frustration and want to formally apologize for any inconvenience caused. 
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Best,
  Flex Team
  

• Initial Complaint

  Date:07/15/2025

  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 cancelled my membership with Flex at the end of June. I was moving out of my apartment and no longer needed the option to split rent until 2 payments per month. For July, I owed approximately $1100 in pro-rated rent based on my lease. On the 1st, Flex charged me for just under the amount owed. There is no phone number for them anywhere but I eventually found a way to message them through the website. They told me they were charging me as normal for the month and if I wanted a refund, I could seek one through the property. This is despite them being told rent was different this month. I let them know the 2nd payment didnt need to be charged as rent was paid. They said they would charge it anyway and I could attempt to get a refund. I contacted my bank to stop payment from Flex and let Flex know I would be doing so. On the 15th, Flex attempted to deduct a payment that was not owed from my account. It was blocked even though Flex tried to charge the account from a different entity than had been used before. My bank, ****, found this to be deceitful and encouraged me to simply close my account with them as they foresaw Flex trying a different entity tomorrow. I have closed my account but a company such as this shouldnt be able to say theyre BBB accredited on their website when they practice business like this.

  Business Response

  Date: 07/29/2025

  To Whom it May Concern,

  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  We recently spoke with you regarding your inquiry, during which one of our ************* Managers explained that ********************** paid your property $2,190.71 because that was the amount posted as due on your rent portal on 7/1/2025. We understand that your lease ended on 7/17, in which your property manager stated the refund for the overpayment will be filed 10 days after your lease end date.
  
  On 7/29/2025, we heard from both you and your property manager that your refund has been processed with the ********************* at your property, and you should receive a refund of $762.17 within the next 30 days. 
  
  We understand you stated that you will pay Flex back for the 2nd payment for July after you receive your refund from your property.
  
  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 Team

  Customer Answer

  Date: 07/31/2025

  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:07/12/2025

  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 June 2,25, I submitted my rent payment (total due) through Flex for $1884.45 On June 15, 25 Flex debited my bank for the second payment of $505.00 bringing my total payment to $2389.45. An over-payment of $495.16 after accounting for fees. I have contacted Flex several times for a refund through their online support. Flex has denied that a refund is due. I've since closed my account. Rent was paid to ******************* | *************************************** | P: ************

  Business Response

  Date: 07/24/2025

  Better Business Bureau,
  
  ***** ****** complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ***** ****** initial complaint, Flex followed up with ***** to inform them of the July payments made to property and to Flex. Flex processed the complaints initial payment of $1,398.29 and offered a Flex-funded method of payment with $1,884.45 available to submit full rent to the property management. The Flex-funded method of payment was successfully used on June 3, 2025. ***** had a second payment of $505, successfully processed on June 15, 2025. We confirmed with the complainant that we did not receive any payment of $1,885 deposited into the Flex-funded method of payment (bank account). The complainant confirmed with their banking provider that the deposit was unsuccessful. 
  
  If ***** ***** have any further questions on a payment deposit, they must reach out to their bank. 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.
  
  Best, 
  Flex Team
  

• Initial Complaint

  Date:07/08/2025

  Type:Customer Service 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.

  Paid for service and the next day service was disconnected. No help from customer service, technician had no idea how to restore service and was blocked from there email after submitting tickets for help

  Customer Answer

  Date: 07/09/2025

  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:07/05/2025

  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.

  7/5/2025 I signed up for the Flex payment option.Flex Pay does have a ***** period that gave me a few days to gather up all the money for the 1st half. There are a series of attachments that show some issues.I can not log in to see anything on my account. There were several attempts- automated of course- so I did receive Decline emails. These emails provided a link to go to with a purple button or to hi-light the link address. Neither of these work. And even the ** code that is sent does not get me to my account either.Being July 5th, I went to the office to inform someone and to have the office see my issue as well. The young lady that was there tried just as many times as I did with my phone and with the computer. She was not able to log in either. All she was able to see, my rent not being paid.I do not want to add on any late fees due to a Technical issue that is out of my hands.

  Business Response

  Date: 07/17/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently, our ************* manager refunded your late fees as requested. We requested additional information regarding your sign-in error, but have not heard back from you. 
  
  We understand your frustration and want to formally apologize for any inconvenience caused. 
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Best,
  Flex Team
  
  

• Initial Complaint

  Date:07/04/2025

  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.

  They didnt pay my full rent amount. I randomly got a letter from my complex saying that I still have a balance of $166 left on my account and are saying I am going to have a late fee. Flex didnt pay my full rent amount and then said to try again next month. They refused to cover the late fee. My complex has provided the proof of the full rental amount that was provided to Flex. Flex did not carry out their end of the contract. Because they did not pay my full rental amount, I will incur a late fee. First they tried to say that my complex didnt report the full rental amount but there ledger is clear that the included fees were added before the rental amount was. All of those were added on 07/01. My payment was taken on 6/30. They preemptively calculated my rental amount without waiting for the ledger and are now trying to say it is my fault. I have no control over what Flex calculates on their end. That it between the proper management company and Flex. Me as a resident should not have to eat $100 late fee because Flex was in the wrong.Not only are they beginning to try to lie to cover their tracks but they are extremely dismissive in this major issue. My payment was processed on time, there was no insufficient funds problems, I completed my part of the contract. I have attached the ledger in the order of which each itemized fee was sent to Flex, my completed first payment amount, and their response. They need to pay this late fee as is clear stated on their website. (Also attached screenshots of the policy of reimbursing late fees that is clearly listed on their website). Flex is 100% in the wrong and this needs to be fixed immediately

  Business Response

  Date: 07/10/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  We recently spoke with you regarding your inquiry, during which one of our ************* Managers explained that, upon reviewing your account and the documentation you submitted, we confirmed that Flex paid your rent bill on 6/30 for $1,390.00. This was the full amount due for your July rent at the time our system processed the payment. Subsequently, on 7/1, after Flex had already submitted the payment, your property added additional charges to your rent account, resulting in a remaining balance of $166.66 for July.
  
  One of our ************ agents offered to see if we could submit an additional payment to your property for the additional balance due as a one-time courtesy for the inconvenience encountered; however, you failed to submit the additional down payment of $166.66 before Flex's cutoff period at 3 PM EST on 7/5. 
  
  As a one-time courtesy, Flex has covered the additional balance of $166.66 along with the $100.00 late fee, totaling $266.66, in light of the inconvenience you experienced. As previously mentioned, you will not be required to repay Flex for this amount.
  
  The $266.66 has been sent to your card ending in 0934. Once the funds are received, please use them to pay your property for the remaining balance due for July. 
  
  Moving forward, if you'd like more control over when Flex pays your rent, please consider turning off Autopay for your Flex account. We always recommend making any changes to your Rent Autopay or membership settings before the last two days of the month. 
  
  With Autopay turned off, youll have full control over when to make your 1st payment to Flex in the app. The day you make that payment is the same day Flex will attempt to cover your rent. So, if you choose to make your 1st payment on the 1stafter your property has posted all charges to your rent portalFlex will attempt to pay your rent at that time.
  
  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 Team