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:05/21/2025

  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 gave notice at my apartment complex that I was moving out at the end of May. Flex processed my first payment without issue. My debit card was expiring at the end of May, so when I got my new card in the mail, I updated the card info through Flex's app and tried to make my final payment early, but Flex rejected the payment. I checked my card details and tried again, and again...but I kept getting emails from Flex that my payments were rejected. Their customer service kept telling me my bank was rejecting the transaction and I needed to call my bank. So I called my bank and when they looked at my account and my card, they said everything was fine on their end - there was nothing they were doing to block it. When I told the bank that the merchant I was dealing with was Flex, she said "ooooh, we know about them...a lot of people have problems with Flex...they are FIBBING, and they know it." Flex kept insisting the problem was with my bank, and to call my bank again. So I called my bank again, they confirmed again there was nothing wrong with my card or my account. There were no holds or blocks on my account. They told me it was rejecting for an incorrect expiration date - Flex was submitting the wrong card info for the transaction. I sent Flex screenshots of my card info, screenshots of the app thanking me for the update, thanking me for making the payment, and screenshots showing the immediate failed payment. They told me the only remedy was to use a credit card instead, which they charge an additional 2.5% processing fee to use. I switched to a credit card, and it rejected my payment again. So I sent a screenshot to Flex showing them that even with an entirely different card not tied to my bank, it still was rejected - to prove the problem was on their side. After sending that email, I got a response 10 minutes later saying "Thank you for your payment. You're all set." So they turned something on to accept the payment using a credit card, to collect more fees.

  Business Response

  Date: 05/27/2025

  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 process the repayment with the card on file and required a method of payment update. The complainant, *****, updated his method of payment with a credit card and Flex successfully processed the repayment. Flex refunded the credit card bill payment fee and provided the Acquirer Reference Number (ARN) for him to track his payment return.
  
  Please see the following confirmation from our system for the payment return:
  Payment of $23.63 - 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:05/21/2025

  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.

  used flex account moved money as per their website that i can move money as needed ~ then they tell me after my money has been there that i can only move money 3 times in 30 days ~ which is incorrect ~ moved money again can show my ledger ~ now they are keeping my money~ i have tried to close the acct to get my money faster ~ then i receive a notification that i have to withdraw funds in order to get my money ~ well then i try to withdraw my money and they tell me that i have to wait until 05.30.25 ~ it is false advertising ~ if you can only make withdrawals 3 times then the should advertise that in their advertisement ~ look at the bottom of the payment methos email that i sent ~ it states move funds in and out ~ there is NO limit specified ~ I want my money back ~ and need your assistance pls BBB

  Business Response

  Date: 06/02/2025

  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 inform them that a refund has been initiated on the funds they added to their Flex account. We have also confirmed with them that their Flex account has been canceled as they requested.
  
  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:05/20/2025

  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.

  I used flex finance to help split my rent payments up till March. In March I paid the first payment to them and they said they paid my rent to the apartment complex. The apartment complex stated they never received the payment for my rent. After a week of back and forth conversing with flex I finally went to my bank and made a dispute. Now two months later even after the bank found favor on my side Flex states I still owe them and they will send me to collections for the balance. I do not fill like they should collect on this because there was an issue with them saying they paid my rent but is never was received by them. I had to get a money order from my bank to pay March rent 10 days late.

  Business Response

  Date: 06/02/2025

  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 your property ledger was requested for our team to investigate. Our records indicate that Flexs payment method was used to submit a rent payment on 3/3. You later confirmed that your apartment complex shows Flexs payment and would settle the balance due by money order. Our ************* agent provided you with the details on how to settle your balance with money order but a response was not received.
  
  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:05/19/2025

  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.

  Earlier in the month, I used Flex to pay my monthly rent. My apartment complex, **************, did not get the full amount of rent Flex was supposed to forward. I contacted Flex and they gave me the run around. So I worked with my apartment management and paid the May rent in full myself. I cancelled my Flex account yet I am being charged $465 from Flex for a payment. They are unscrupulous to do this and I am considering legal action.

  Business Response

  Date: 05/23/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently, one of our ************* agents reached out and provided an explanation to your May rent payment but did not hear back from you. 
  
  Flex processed your down payment of $919.10 on May 1st. We provided a Flex-funded method of payment to submit your full rent balance of $1,510.00. However, you submitted a payment of $919.10 plus a $2.49 portal fee to your May rent balance. Due to a lower submitted rent payment, Flex refunded $449.20 from your down payment. You had an outstanding balance of $465.40 ($460.79  + 1% bill payment fee of $4.61). Flex successfully processed this balance on May 19th and confirmed that no outstanding balance remains. 
  
  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:05/18/2025

  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.

  I paid my first rent payment on 5/5/2025 at 11:32 am. I had surgery the month before so I had a little help from my girlfriend. I had put 600 from my debit card on the flex app. My girlfriend then used the card to add the remaining $110. She had a credit card so they charged her a higher fee. On may 8 I got an email saying that everything has been refunded even though I had paid my first portion in the giving amount of time. 5/5/2025 @3pm. Even though my girlfriend had been charged and it was on time and full. They still refunded and now I have a $2,541 bill instead of my regular rent of $1,210. I have tried to go to them but they state they didnt do anything wrong. The even credited back the wrong card. They put the money back on my debit card instead of her credit card.

  Business Response

  Date: 05/28/2025

  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 provided with an explanation regarding your May rent payment. Our system was unable to automatically submit a rent payment due to issues with your property portal. Since the deadline has passed, Flex is no longer able to submit a rent payment for May.
  
  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: 05/28/2025

  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:

  [Your Answer Here]

   

   I have paid plenty of times on the fifth and it has been taken out on the sixth before and even the eighth. I have been using flex since 2024 and this is the first time Ive had this issue even while paying on the last day. There has never been an issue with the portal between my apartment building and flex. So I dont understand now why its not going through. Especially when Im on disability from my job and I worked my **** off to be able to make that payment. 

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 06/09/2025

  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 is no longer able to submit a **** rent as the cut-off period has passed. Our agent offered to cover the late fee incurred, and it was confirmed that the late fee of $121 has been reimbursed.

  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: 06/16/2025

  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:05/17/2025

  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