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:07/01/2025

  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 moved into my new townhome community (***** Homes ***********) and moved in with a concession of free rent for the month off July that would go into affect on July 1st. I signed up with flex to split my payments into 2 payments a month. The first payment is suppose to come out on the 1st of the month and the second on the 15th of every month. My first issue is they do not have a customer service number to call or use a live chat to help resolve issues. Everything is done through emails and it is not efficient at all. My next and the most important problem is the payment was taken out THE DAY BEFORE (06/30/25) rent was suppose to be due on 07/01/25 when the concession on my account was to kick in on the 1st of July. Even after messaging a "live" agent within an hour of the payment being processed, they say there's nothing they can do and were not willing to stop payment. I want a refund of my first payment of ******* and for them to cancel the 2nd payment for the 15th of July.

  Business Response

  Date: 07/07/2025

  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 reversed the payment submitted to their property on their behalf. The initial payment of $1,180.42 was refunded and the second payment was canceled as requested.  We received no further questions or concerns from ******. 
  
  If ****** ********** does not see the provided update, they must reach out to the respective party accordingly (ex. their bank or 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
  
  

  Customer Answer

  Date: 07/07/2025

  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:06/28/2025

  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 about 4 months. On the 5th month (June 2025) I paid my payment but my rent was returned for some reason. This caused me to accumulate late fees and for my portal to lock me out of making electronic payments. I reached out to flex to find out why this occurred as it was no fault of mine. Flex created a ticket but I never got a response, no one followed up with me. I emailed several times and have all of my screenshots to prove payment details but yet still have not heard anything from flex support. This has messed me up and made me late 3 months in a row which I have never been late in all of my 4 years living on the property. I NEED ANSWERS! I see that there are immediate responses from flex on the BBB site but they do not respond to their customers directly. Below is the only response I received. ******************************************* *********** **** **** *** *** *** **** ****** *** ** *** **** ******* **** *** ************ *********** **** ******** ***** *** *** ************** ** ******* *** **** ******* *** *** ********* **** ***** *** **** ******* ******** **** ************* *** *** ******** ***** ***** **** ** ***** ***************************************No other contact or follow up from flex. No Im stuck with fees and trying to catch up. Something Ive never experienced until using this app. I NEED ANSWERS!

  Business Response

  Date: 07/10/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently, our ************* manager reached out regarding your June rent payment and explained what had occurred with your initial payment to Flex. We have requested additional information, but did not hear 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:06/20/2025

  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.

  This is the 2nd issue I've had with Flex that provided poor service and they need to be held accountable. I've been a customer for a year no problems. As long as you pay them on time and need NOTHING from them it's fine. It's when you need something from Flex that it falls apart. I was hacked email, phone and bank account twice in May. I had to change all my info bank, phone and email and couldn't open my account because of the old email and phone After two days of searching for a phone number online I realized there was no contact number I then emailed *** at flex AI system and that didn't work to help me change any nfo either. What took other companies a hour or so *** fix took me two weeks with Flex. I sent over 50 emails in 2 weeks with little or no response from them. I did get an email saying they would expedite if I got a 3 day notice of eviction. I kept waiting for it to be "manually" done.I got the 3 day letter in June. After sending them the late fee note and 3 day notice still they didn't contact *** update my info to resolve. I finally pivoted and luckily found another site where I could pay entire rent and late fee of *****.. I did get an email saying they weie sorry about the delay and to call the ************** to see if I could get a cot because they still weren't able to manually enter my info and get me into the website. I would have been evicted if I would have waited on them. Finally they emailed saying they fixed it.. I was happy that they finally did it and reimbursed me back ***** late fee. While addi my debit card and noticed now my account was suspended due to late payment .I got an email too saying they suspended account because of late payment. The payment was late because they weren't helping me. I was getting passed around **** they didn't care if was evicted or even cared about me. I would think I shouldn't be held responsible for their manual system not working. I feel I should be reinstated I did majority of the work

  Business Response

  Date: 06/30/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the Customer Care Department at Flex.
  
  We recently spoke with you regarding your inquiry, during which one of our Customer Care Managers explained that your account was suspended due to a missed payment in May.
  
  We understand your personal information was recently compromised and that it took time to regain access to your Flex account. In light of these circumstances, we’ve unsuspended your account and waived your membership fee for July 2025. Please know that your account is now active and you’re all set to use Flex for July.
  
  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:06/09/2025

  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 HAVE HAD AN ACCOUNT WITH THIS COMPANY SINCE JANUARY 2025. THE COMPANY ASSISTS WITH PAYING MY RENT WHEN IT'S DUE. THE COMPANY DEDUCTS A PORTION OF MY RENT FROM MY BANK ACCOUNT TWICE A MONTH, THE 1ST AND AGAIN ON THE 17TH. THE COMPANY MAKES THE BANK DEDUCTIONS FROM MY ACCOUNT THROUGH AUTO PAY. I AM ALSO BILLED $14.99 A MONTH FOR THE MEMBERSHIP AND CREDIT. I HAVE NEVER MISSED A PAYMENT TO THEM OR THE MEMBERSHIP FEE. THE COMPANY WORKS THROUGH AN *** AND THERE IS NOT A PERSON TO SPEAK WITH OVER THE PHONE. THE *** ALLOWS THE OPTION TO TURN THE AUTOPAY OFF OR ON. THIS MONTH, JUNE, I HAD AN EMERGENCY AND NEEDED A FEW EXTRA DAYS TO PAY MY FIRST PORTION FOR RENT. I THEREFORE, TURNED AUTO PAY OFF. I RECEIVED AN ***** ALMOST EVERYDAY, INFORMING ME TO MAKE THE PAYMENT BY THE 5TH OF THIS MONTH BYT 1:00PM(ET). THE ***** STATED THE PAYMENT WOULD NEED TO BE MADE BY THAT DATE AND TIME, IN ORDER FOR MY RENT TO BE COVERED FOR THE MONTH. I MADE THE PAYMENT AT 10:05AM(CT) WHICH WAS AN HOUR BEFORE THE DEADLINE FOR TIME DIFFERENCE. I RECEIVED AN ***** AT 10:12AM, FROM FLEX THAT MY PAYMENT FAILED. THE ***** ALSO STATED THAT THE PAYMENT WOULD BE RE-ATTEMPTED THE NEXT ***** HOURS UNTIL I'M NOTIFIED OTHERWISE. THERE WAS ALSO AN OPTION TO TAP IN THE ***** TO ***** PAYMENT OR PROCESS MY PAYMENT MANUALLY THROUGH THE ***. THE SAME NIGHT, 6/5/25 AFTER ***** HOURS PASSED, I NEVER RECEIVED NOTICED THAT THE PAYMENT WAS MADE. I THEREFORE, WENT BACK TO THE ***** RECEIVED EARLIER AND T***ED THE ***** PAYMENT OPTION. THAT OPTION TOOK ME TO THE *** AND NEVER GAVE ME THE ABILITY TO MAKE THE PAYMENT, I SEARCHED FOR A MANUAL PAY OPTION AND THERE WAS NO OPTION FOR THAT AS WELL. THE MORNING OF 6/6/25, I ATTEMPTED TO MAKE THE PAYMENT MULTIPLE TIMES, AGAIN DID NOT HAVE THE OPTION. I SUBMITTED A TICKET THROUGH SUPPORT AT 9:30AM, 6/6/25. FINALLY RECEIVED AN ***** BACK IN RESPONSE. THE ***** STATED THAT I WOULD HAVE TO PAY MY FULL RENT FOR THE MONTH DUE TO NOT TURNING AUTO PAY BACK ON. ****PLEASE SEE ADDENDUM***

  Business Response

  Date: 06/16/2025

  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 28th and will require manual initiation for Flex to process the initial payment. Flex provided reminders daily to start the rent payment process by submitting payment, but no actions were taken until June 5th. On June 5th, Flex tried to process an initial payment of $1,326.84 but was unsuccessful. Flex successfully processed the initial payment on June 12 and submitted full rent payment to their property management on ******** behalf. 
  
  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
  

  Customer Answer

  Date: 06/23/2025

  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:06/05/2025

  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 have never used this website and I live on the other side of the country. Yet, however my card was used to make a payment when there is no information of mine on file to have anything pulled up to get any information.

  Business Response

  Date: 06/12/2025

  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 investigated the unauthorized payment. After a thorough investigation, Flex refunded ******* the payment of $283 and provided the Acquirer Reference Number (ARN) to trace the payment with the banking provider.  Any additional unauthorized payment will need to be investigated by the complainants banking institution. 
  
  Please see the following Acquirer Reference Number (ARN) from our system: 
  Acquirer Reference Number (ARN): ***********************
  
  If ******* ****** 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:06/05/2025

  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 want Flex (Flexible Finance, Inc.) to immediately apply the $796 they withdrew from my account toward my June rent payment to The Depot (Unit *****) and provide written confirmation that the payment has been sent and received by my property.I am also requesting a formal apology and either a credit or compensation for the extreme inconvenience, emotional distress, and legal risk caused by this delay including receiving a Notice to Vacate due to their service failure.Additionally, I want Flex to ensure this issue does not negatively impact my rental history or credit in any way.

  Business Response

  Date: 06/09/2025

  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 clarified that your **** rent totaled $1,505.28, which included a late fee of $117.10 assessed by your property on **** 4. While you deposited $796.06 into your Flex account on that same day, this amount was insufficient to meet your required down payment.
  
  Based on your Flex credit line of $600.00, your down payment for **** came to $914.33. To complete this payment, Flex charged your card $118.27 on **** 5. Your full rent payment of $1,505.28 was successfully submitted to your property on that date.
  
  As a one-time courtesy, we have applied a $117.10 credit to your Flex account to offset the late fee imposed by your property. As a result, your repayment amount on **** 18 will be reduced from the usual $600.00 to $482.90.
  
  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: 06/09/2025

  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:06/02/2025

  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.

  Hello my name is ***** ********. Ive never created an account with **********************. Or authorized them to take money out of my account. They have withdrawn $1000.00 from my checking account. *** reached out to their customer service team via email and there has been no response or resolution. Id like my money back and some assistance with connecting with Flex.s customer service

  Business Response

  Date: 06/06/2025

  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 investigated the unauthorized payment. After a thorough investigation, Flex refunded ***** the payment of $1000 and provided Acquirer Reference Number (ARN) to trace the payment with the banking provider.  
  
  Please see following Acquirer Reference Number (ARN) fromour system: 
  Acquirer Reference Number (ARN): ***********************
  
  If ***** ******** 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
  
  

  Customer Answer

  Date: 06/09/2025

  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:06/01/2025

  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 have always paid flex back. I have too or get evicted. Its my rent. My complex has never sent me a letter saying rent wasn't paid or even late. I pay this back every 2 weeks. Ive never missed a payment. There's no date or explanation to the charge. There's no way to get ahold of a real person to ask what the charge is for. I can provide my bank ledgers showing I've paid $500 2x a month to flex for rent.

  Business Response

  Date: 06/08/2025

  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 your June rent has been covered by Flex on 6/1 in the amount of $1,041.15. You currently have a $500.00 balance due, which is scheduled for 6/16. We truly apologize if the term "outstanding balance" in the Flex app caused you confusion. 
  
  To assist us in investigating this matter further, we requested an updated screenshot from your existing Flex app, specifically showing the outstanding balance still present after re-downloading the app. This screenshot was necessary for our Tech team to investigate the issue you encountered further.
  
  However, we understand that you would like us to close this inquiry, given that it has now been confirmed there is no outstanding balance on your 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 Team
  

  Customer Answer

  Date: 06/09/2025

  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:05/30/2025

  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.

  This company is accusing me of fraud and using someone else card to obtain a credit line. They are taking police action and contacting my landlord for eviction. I literally signed up from them verified myself got my account suspended and decided not to use the service. I was anlready pretty on the fence and thought that the verification process was normal. After canceling their service today May 30th, they sent me a fraud email listed below. I literally use the same card on file at my complex to pay rent. They have my social security card and personal information. They sent me a fraud email immediately after I canceled service and this is causing my great distress

  Business Response

  Date: 06/03/2025

  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 account was initially suspended as part of a broader fraud investigation due to a failure to verify identity through our standard procedures. Communication was sent to the complainant outlining the reason for the account restriction.
  
  The customer has since provided the necessary documentation via email, successfully verifying her identity. As a result, we have removed our concerns regarding the account and will not be pursuing any further action.
  We appreciate the customer's cooperation and are glad this matter has been resolved.
  
  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
  

  Customer Answer

  Date: 06/03/2025

  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:05/29/2025

  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.

  They allowed someone else to add my card to the account and took my money and dont want to refund it

  Business Response

  Date: 06/05/2025

  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 informed you that your card was used to pay for rent at *************************************, which is still your address based on the bank statement you sent us.
  
  To continue investigating your case, we asked you to complete the following course of action:
  - Ask anyone living with you if they used your card for a Flex payment
  - Send us your full rent ledger for May 2025 (4/30/2025-5/30/2025) 

  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