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:05/17/2025

  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.

  I put the amount of money on there that I was supposed to in order to pay my rent you guys never took it off now I'm about to get evicted and you guys are saying that you won't take a payment until June my rent is due for me already the money is there you charged my card for nothing why do apartment complex use an app that doesn't work if I get evicted I'll sue you and the apartment complex because it's not right to take my money and not pay my rent

  Business Response

  Date: 05/21/2025

  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 their autopay was turned off on May 1st. Flex provided several reminders to take action for May rent but no changes were made. As a result, Flex was unable to process a down payment and submit rent before the cutoff. The complainant, ********, funded the Flex app on May 6th and May 15th and turned on autopay on May 16th. The Flex funds and autopay on status would go towards June rent as she missed the May rent cutoff. The Flex funds were withdrawn and returned to ********* on May 17th. We provided Acquirer Reference Number (ARN) for her to track her payment return.
  
  Please see the following confirmation from our system for the payment return:
  Payment of $389.86 - ARN* ***********************
  Payment of $308.00 - ARN: ***********************
  
  If the complainant, ********, does not see the provided update, 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:05/14/2025

  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.

  05/12/25 - ****************** card charge. This company or someone inside their company manually entered my bank card and charged my account $3400.00 without authorization. I have never heard of them nor done business with them. I would like an explanation on how they obtained my card information and were able to take $3400.00 out of my account.

  Business Response

  Date: 05/17/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently, you spoke with one of our ************* Managers and we understand that you mentioned not having a Flex account, yet your card has been charged.
  
  To assist in our investigation and resolve this matter promptly, we previously requested additional information regarding the payment and the card in question. However, we have not received a response, despite multiple attempts to contact you.
  
  We remain committed to helping you, and kindly ask that you get back to us at your earliest convenience so we can move forward with resolving this issue.
  
  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
  

• Initial Complaint

  Date:05/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/1/2025 Flex financial withdrew ****** from my checking account for a first payment on a transaction I never initiated. I pay in full 1st of the month direct to property management. I don't need or use flex. I notified the bank. At first, I didn't know who flex was. Then I found this was a company I used two years ago in 2023, two times. ******************* changed a couple times since then. Flex pay wasn't an option for one of the property management companies. I paid direct in full through rent cafe portal after that. Flex withdrew a monthly fee ***** I disputed that also. Now they are processing another 420 which I am disputing. I have no idea how they are obtaining my banking information for processing. Everything seems to go through an app which I don't have or access. Finally, I found a phone number which I couldn't get through. Received email regarding a dropped voicemail. That's the first time I seemed to get real person. I responded advising. I never initiated transaction. This is fraudulent activity I didn't initiate. I don't want to do business with this company. I had to change my banking twice.

  Business Response

  Date: 05/16/2025

  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 informed you that we located a Flex account associated with the information you provided. Our records indicate that this account was active beginning July 1, 2023, and was used to make rent payments from July through October 2023. The account remained inactive until a recent transaction in April 2025.
  
  You mentioned that you paid your rent for April 2025; however, our records show that Flex also issued a rent payment of $949.10 to **************** on your behalf on April 1, 2025.
  
  To assist us in investigating this matter further, we requested a PDF copy of your rent ledger covering April 2025 through May 2025. Unfortunately, we have not yet received this documentation despite multiple follow-up attempts.

  We kindly ask that you provide the requested rent ledger at your earliest convenience so we can proceed with our review and assist you accordingly.
  
  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

• Initial Complaint

  Date:05/09/2025

  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.

  Despite taking my rent payment on time, Flex did not pay my rent, even though the app said the rent was paid. They are great until something goes wrong. I paid on the 1st of the month and received a notice on the app that rent was submitted. Five days later, I received notice on my door that rent was not paid. I email them constantly, because you can't call. Meanwhile, they have my rent payment. On the 8th, they send an email that they will not pay rent due to unresolved issues. I am left with late fees, and a bad record with management, 2 days before they get lawyer. Flex takes no responsibility.

  Business Response

  Date: 05/19/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently, you spoke with one of our ************* agents, who explained that our system was unable to automatically submit a rent payment. Since our system was unable to automatically submit a rent payment, Flexs Bank account details were provided in the Flex app so that you could self-submit your rent in your rent portal. However, the Flex bank account was not used. 
  
  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
  
  

• Initial Complaint

  Date:05/08/2025

  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 paid $989.80 to this company and they said that they would pay my rent for the month of May. The charge was kicked back to them and my rent was never paid. They are now refusing to give me a refund unless I give them more money. I confirmed with my leasing company that they received no money from this company, Flex.

  Business Response

  Date: 05/15/2025

  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 had processed their downpayment of $989.80 for their posted rent amount of $1,780.00.  However, Flex was unable to submit payment directly to their rent portal and had provided a Flex-funded method of payment. ********* ******* submitted their May rent payment of $2,093.10which was higher than the detected balance. As a result, we required an additional down payment but were unsuccessful in processing the payment. Since the additional downpayment was not submitted, Flex was unable to approve the submitted $2,093.10 to the portal and the rent was not paid. Flex refunded the downpayment of $989.80 on May 9th as requested. 
  
  If ********* ******* does not see the provided update, they must reach out to the bank to locate the 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:05/07/2025

  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 used flex for rent and got laid off they are on my credit and will not come off the balance is 0. I have tried to reapply and get an instant approval that states Im approved but when k download the app it denies me. This is very misleading I have been told to reapply for months. I never missed a payment at will. I was Laif off but they will not offer me a service. If I am approved I was thinking great I can split my rent but no. There is no one you can call they basically approve who they want even if you wait the time they tell you to. And have been approved but suddenly denied when app is downloaded

  Business Response

  Date: 05/13/2025

  Better Business Bureau,
  
  ******* ********* complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ******* ********* initial complaint, Flex has followed up wit* *** ******** to confirm that our Engineering team has been made aware of her concerns and will be conducting a thorough investigation into the issue where an approval page is displayed on the website, despite her application being denied as reflected in both the Flex app and the email notification.
  
  Should she wish to reapply, we recommend doing so directly through the Flex app, which provides the most up-to-date application status. Upon review of her recent application, the denial may have resulted from one or more of the following factors:
  - Her current credit score falls below our required threshold.
  - The submitted information does not match records on file with TransUnion.
  - There is a history of late payments or other derogatory marks on her credit report.
  
  *** ******** should have received an email detailing the specific reason(s) for the denial. We advise checking her inbox for an email with the subject line "Adverse Action Notice" for further clarification.
  
  While we are unable to approve her application at this time, we encourage *** ******** to reapply once her credit profile has improved.
  
  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:05/07/2025

  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 is an application used to build credit by paying your rent via a credit line and a finance fee which get charged monthly from your bank account. Now, my issue is that Flex paid my April rent and did charge my bank account per usual then charged me the usual service fee. Now, for May 1st it seemed that there was some issue where they could not charge my account, I know it was not on my end because I attached another debit card in order to process payment but did not work as well, I did also receive an e-mail stating that they were doing updates so I'm sure something went wrong which just so happened to be when rent was due. I managed to pay my rent for May directly to my apartment at ******************** via their website and have proof of payment. Flex is now stating I have a balance due to them even though the rent for May was never made through Flex it was made by me directly to ******************** via Town Lakes portal. I e-mailed Flex proof that I had paid my rent for May and that they had already charged me for April but did not charge me nor paid my May rent via Flex in which I should not have any remaining balance. I called my bank which is UFCU to verify every payment had been charged out of my account on both ends through Flex and Town Lake Apartments for both months of April and May. I also verified through my banks application that those transactions were true and finally attempted to e-mail my apartment of Town Lake Apartments in order to speak with the finance manager in an attempt to get in touch directly with Flex to sort out this matter. It seems that they're attempting to charge me for something I already paid for because their system had a glitch and they can't seem to figure out how to handle it.

  Business Response

  Date: 05/16/2025

  Better Business Bureau,
  
  ********* ******* complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to the ********* ******* initial complaint, Flex followed up with ********* ****** to apologize for the confusion caused and explained the credit builder process. We have confirmed with ********* ****** that their initial deposit has been applied to balance and provided instructions on how to cancel their Flex account as requested.
  ********* ****** confirmed that the Flex app reflected the deposit being applied to the balance and that they have successfully canceled their Flex account.
  
  Since ********************** 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:05/06/2025

  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 received an email saying I needed to reconnect my rent payment portal on the flex app. When I attempted to do so, nothing happened and I had no option to submit the *** or move forward on the app. I believe the app is not working properly. When I reached out for support, Flex told me that everything was connected but gave me several reasons why the payment hadn't gone through yet. Those reasons were things like "the rent amount has changed, the payment portal has changed", etc. I responded and told them nothing had changed on my end and could they tell me when it would be paid or why it hasn't been paid, they completely gave me the runaround. I've now spent over 24 hous emailing with thier poor excuse for customer service and im no closer to knowing why the rent hasn't been paid or when/if it will be. I pay a monthly membership fee for this service and the service has not been provided nor has any explanation been provided to me about the real reason the service hasn't been provided this month.Customer service is a joke. They give you generic pre-written answers instead of real help. I'm now getting charged a daily late fee and my landlord has marked my rent payment as late - something that's never happened to me before this. Flex is the reason my rent is late and Im getting charged additional fees.

  Business Response

  Date: 05/09/2025

  Better Business Bureau,
  
  ***** ********** complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ***** ********** *nitial complaint, Flex followed up with ***** ********* to inform them that Flex was unable to access their portal balance due to a disconnect with their portal. We were able to work with the complainant to have their portal relinked for the upcoming months. We have reimbursed the complainants late fee on May 8th. 
  
  Furthermore, as a courtesy in recognition of the inconvenience this matter has caused, we
  have waived their May and June membership fees..
  
  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:05/03/2025

  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 am writing to dispute a duplicate charge and unexpected termination of service that has caused serious financial hardship. On March 24th, a payment of $331.29 was successfully collected. However, when I deposited $1,644.00 later, Flex withheld the same $331.29 againdespite it already being paid. This made my account appear short on funds and incorrectly reflected a missed payment. For over 30 days, I was told the issue was being investigated with the bank. I personally verified with my bank that the original charge on March 24th was valid and obtained documentation confirming it. Despite being told the matter was being handled, there was no resolution. On May 1st, I received a payment reminder, and on May 2nd, I submitted a payment of $1,644.00more than the required $1,445 for May. Shortly after, I inquired again and was abruptly told I could no longer use the service due to the disputed chargedespite having followed instructions and seeing no app restrictions beforehand. My funds were withdrawn and are now held by Flex, causing me to miss my rent payment and incur late fees. The app no longer shows my deposits, and no clear explanation or resolution has been offered. I would not have submitted payment had I known service would be terminated or had I been properly notified. I am requesting immediate resolution of the duplicate charge, a full accounting of the funds submitted, and access to either the service or a refund. This situation has had serious financial consequences, and I expect prompt action.

  Business Response

  Date: 05/09/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently you spoke with one of our ************* agents and was confirmed the funds added to your Flex account have been refunded to the original payment method.
  
  For your reference, please find the refund tracking details below, which you may share with your bank to assist in locating the transaction:
  
  ******* **** ***********************
  ***** **** ***********************
  ******* **** ***********************
  ******** **** ***********************
  
  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
  
  

• Initial Complaint

  Date:05/01/2025

  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.

  Ive used flex for rent for around a year or so now. I had accidentally kept autopay on and flex started processing my first half payment of $454 which I did not want to happen. I contacted customer service within 30 minutes of the $454 funds processing out of my account. I looked on their help page for my issue which clearly states you can be refunded for the first payment if you choose to not use flex for the month. Help page: If you've already made your 1st payment for the month and are required to submit rent using a Flex bank account or debit card, but decide you no longer want to use Flex, you can stop the process and get your 1st payment refunded by choosing not to use Flex for this month. Simply opt out in the app to cancel the process. Customer support: Typically, after the initial payment, Flex promptly processes your rent payment, as customers expect their rent to be paid immediately upon sending the first payment to us. However, there are occasions when the property portal may not be processing payments at that time or may be experiencing issues. If a customer requests a refund during such instances, we are able to provide it, as Flex has not yet completed the rent payment. Nowhere on their help pages does it state, that you can only be refunded if the property portal is experiencing issues. Thats something I was told by a customer service agent. This is incredibly frustrating and I have yet to get an email back after copy-pasting exactly what their website says about refunds. I now have $60 to last my family 2 weeks. When I was going to pay my property directly on my own time, not flex auto pay.

  Business Response

  Date: 05/09/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently you spoke with one of our ************* agents and it was explained that Flex submitted a rent payment due to Autopay being turned on. Since your property is directly integrated with Flex, the rent payment was immediately sent to your property. We have suggested a resolution however, we have not received a response 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.
  
  Best,
  Flex Team
  
  
  
  

  Customer Answer

  Date: 05/14/2025

  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:

  There was no resolution. Their resolution was emailing me several times to reinstate what they had already said previously which I will continue to disagree with due to their own website. They did offer to waive the membership fee and thats it. I dont believe they should have a webpage that explains how to stop the process/payment if its extremely circumstantial. 

   

   

   

   

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

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

  Business Response

  Date: 05/29/2025

  Better Business Bureau,
  
  ***** ******* complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to the ***** ******* initial complaint, Flex followed up to inform them that Flex submitted a rent payment due to AutoPay status being turned on. The *** that was linked by ***** ****** applies to non-integrated properties and explains that if they are required to use a Flex bank account/debit card to make a rent payment. However, ***** ******* property is partnered and directly integrated with Flex. Since their property is directly integrated with Flex, a payment is sent directly 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