Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2023

  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 had a finance loan utilized December 10, 2022 for a flexible rent payment options. Flex finance paid half of my rent and I paid the rest. Due to lost of income due to my job contract ending I couldnt pay back the balance by December 15th 2022. I made an agreement with flex in order for it to not be reported on credit report to contact them to make a payment plan. I made a plan twice and I was told to contact them once Im ready to make the $395.74 payment. My bank account was debited the entire on February 23, 2021 plus an extra $6. I was not informed of any withdrawal from my account, I did not receive a receipt, and they told me I did not pay anything after I given proof of my bank statement. Now checking my credit report its showing I only paid half the balance owed. I paid the entire debt owed but on my report its showing I owe $1582. I have not been able to contact anyone from flex, I have sent several emails and text through their chat line. No one has contacted me. Flex continue to harass me about a debt that is not owed. They have lowered my credit score with incorrect reporting and have no given me a receipt that my debt was paid. Flex taken a membership fee twice from my account as well. I have been trying to deactivate my account in which they are not allowing me to because its after the 5th. I do not want them to keep debating my bank account and now have to close my bank account for fraud from Flex. Please no one finance through them or you will be in my situation.

  Business Response

  Date: 03/08/2023

  To Whom it may ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently our ******** Care agent sent you an email requesting information with regard to the concern on your Flex account.

  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Flex Support
  
  
  

  
  

• Initial Complaint

  Date:03/01/2023

  Type:Sales and Advertising 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 never had an issue with Flex up until the point. This company overcharges like crazy on top of the rent that is owed. The rent that Im supposed to owe is $1500 however flex decides to charge my account for $1800 instead. They dont have a customer service line where you can speak to someone over the phone everything is handled via email.

  Business Response

  Date: 03/01/2023

  To Whom it may **************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  Recently our ******** Care agent sent you an email regarding your concern. We are currently working towards a resolution.
  We appreciate your feedback regarding this issue. We also 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.
  Flex Support 
  

• Initial Complaint

  Date:02/28/2023

  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 apartment ************ Apartments suggested that we use Flex Payment to use as a rent split solution. I contacted Flex prior to initially signing up about two accounts being used and putting half of the rent amount for each account. When the rent payment was initiated they double charged me rent of over $1300. I was told that they couldn't do anything and the apartment also said they couldn't do anything. Leaving me dealing with the consequences of bill payments and another rent payment for that month. I put a dispute in for my bank and they drafted it again after it was returned after the dispute. Contacted the apartment complex again and Flex again and still nothing is able to be done and blamed on the other company. With this issue I have had additional interest charges for other bills I was budgeting to pay and had additional charges left to my responsibility. It also brought down my credit score for canceling the membership. This issue has been unresolved for 6 months now and I am still responsible for paying rent and no resolution.

  Business Response

  Date: 03/14/2023

  To Whom it may **************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  Recently our ******** Care agent sent you an email regarding your concern. We are currently working towards a resolution.
  We appreciate your feedback regarding this issue. We also 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.
  Flex Support 

  Customer Answer

  Date: 03/15/2023

  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:02/24/2023

  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.

  We have been having issues with this app for months called Flex App its an app that is suppose to assist people in splitting our rent payment into payment installments. Since February 1st 2023 we have been been trying to get the Flex App to assist us in fixing this service issue they continue to say we have on our account & for months its always a different issue. They charge us a fee to use there services but they dont assist you in fixing there service issues. I have sent multiple emails and screenshots regarding the issue they say we have just from February 1/2023 regarding a re-link issue I have done everything they said I needed to do yet the issue is still not fixed they have stopped responding to me all together. I have reached out to my leasing office and they also have had a difficult time trying to reach this company so Im coming to you for some assistance. I have asked them to cancel my membership if they arent willing to fix this issue and they still have not responded.

  Business Response

  Date: 03/01/2023

  To Whom it may **************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  Recently our ******** Care agent sent you an email regarding your concern. We are currently working towards a resolution.
  We appreciate your feedback regarding this issue. We also 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.
  Flex Support 
  

• Initial Complaint

  Date:02/13/2023

  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.

  This company withdrew money from my account in a timely fashion & then starting all this c*** about it couldnt be paid. In the meantime they were STILL holding over 700$! By the time they released it my rent was late. So I had to PAY MORE BY FOOLING WITH THEM!! Do not recommend!!

  Business Response

  Date: 02/20/2023

  To Whom it may *********** ****************** ******** ****** ******* *** **** ************ ******************** **************** ********** *********** ********** ***** *********************** ***************** ***************** ******** **** *******Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  Recently our ******** Care agent sent you an email regarding your concern. We currently have refunded a late fee you have received due to the confusion you experienced.
  We appreciate your feedback regarding this issue. We also 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.
  Flex Support

• Initial Complaint

  Date:02/13/2023

  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 agree with the complaint below, this app was working fine until I updated.I have tried endlessly to get a hold of a representative since the 1st of the month. I have sent several ticket request with vague to no responses.My issue is as follows;On January 27, 2023 I was emailed by flex to re-link my property which I did, my status said payment scheduled.My account was not debited by the 4th, I sent several emails and did not receive a response. Since. I did not receive a response I sent a self submitted payment. This date met the deadline and sent another ticket asking for my account to be debit as indicated.Today, I received an email that my payment was returned. I need this payment to go through as I complied with the time frame.Additionally, I sent 2 ticket request today and txt ************ with no response.

  Business Response

  Date: 02/22/2023

  To whom it may concern,
  
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  Recently one of our ************* agents had reach out to you regarding to your concern on your Flex account. 
  
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  
  Flex Support

  Customer Answer

  Date: 03/03/2023

  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:

  No, the company did not respond or solve my matter. This is very unprofessional and the lack of communication is unsatisfactory. I have sent several e-mails, asked to speak to a manager and still have not received a response.

   

   

   

   

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

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

  Business Response

  Date: 03/22/2023

  To Whom it may Concern,
  
  
  Your complaint filed with the Better Business Bureau was referred to the Customer Care Department at Flex.
  
  
  Recently our Customer Care agent sent you a resolution email with regard to the concern on your Flex account. 
  
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  
  Flex Support

• Initial Complaint

  Date:02/09/2023

  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.

  I have been using Flex to pay my rent for almost a year now. Never had any issues until now. My first installment for the month of February 2023 was not withdrawn. Through the app and after reading some of the Help topics, I learned that they do not withdraw a payment if there is a balance on the account. When I contacted my Property, I was informed that they did not receive my rent for November 2022. I have my email from Flex confirming that my November rent was paid and I also took a screen shot for the month of November from the app. I provided that to our Property but that only verified that I made the payment to Flex but they have no record that Flex actually paid them. Been trying to reach Flex for almost a week now with hopes of obtaining verification of their payment to my Property. But no one has been able to assist.

  Business Response

  Date: 02/21/2023

  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 a resolution was reached with regard to the concern on your Flex account.
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Flex Support
  
  

• Initial Complaint

  Date:02/08/2023

  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 to pay my rent for the month of February. On February 3rd. The app shows that my payment is scheduled and has not been updated. I requested assistance on the 3rd to confirm that my rent would be paid on time. I sent MULTIPLE emails to customer service for assistance and received no response. I finally received an email today which states Thank you for reaching out. I am so very sorry for our delay with getting back to you. We apologize for the inconvenience. We're really sorry we couldn't help you out this month. Flex was unable to access your rent bill for this month and we did not receive a resolution prior to 5pm EST on the 5th, the last day we could make rent payments. If you would like to pause your account, please note this can be completed through the Flex app. Simply log onto your account > Settings > Account > Pause Membership. If your intention is to keep your account active, we suggest verifying your account status on the 20th of each month to ensure your account is on track. To do so, please go to Settings > Account. Best,Raine Flex TeamI am not being charged late fees from my landlord and the flex website states if late fees are accrued because of an issue by flex they will cover the late fees. I sent an email about redeeming the late fees and again no response. I am extremely frustrated as now I have received a 3 day notice to vacate from my landlord. This company is terrible and puts people at risk for eviction. There is no live person to speak to and the email response time is horrid.

  Business Response

  Date: 02/21/2023

  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 a resolution was reached with regard to the concern on your Flex account.
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Flex Support
  
  

• Initial Complaint

  Date:02/08/2023

  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.

  This is the second time Flex suddenly raises my rent by &60-$80. My rent is $744 for months and all of a sudden February rent is $804. like what the actual. Im so tired of being charged extra but the worst part is no customer service. No number. And the supposed email doesnt even work. I waited ONE WEEK for a response and still nothing to this day. Im will missing $30 from this payment and still next payment on the 16th its still going to charge me an extra random $40. which equal almost a hundred dollars lost due to a dumb app.

  Business Response

  Date: 02/21/2023

  To Whom it may ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Our ******** Care agent is currently working on a resolution in regards to the concern on your Flex account. We will send a follow up email once our team confirms the issue has been resolved.
  
  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.
  
  Flex Support
  
  

• Initial Complaint

  Date:02/08/2023

  Type:Sales and Advertising 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've been using flex pay since *********** have had issues with the app but when I email things seem to be resolved within a reasonable amount of time. Since January 1st 2023 I've been having issues with the app, write ********** have yet to receive a reply from anyone. They've tried multiple attempts to take out the funds for my rent that have been available since the 3rd of January 2023 & now on the 5th I received an email that they won't be paying my rent because the funds we're not available, which isn't true. I even called my bank but everything was good on our end. I have written several ************ my rent is late, I have a late ******* haven't heard word from flexpay. I email & ********* get nothing. All I want is my rent paid & to schedule the second payment that way my ********** do not get evicted to do flexpay app issues.

  Business Response

  Date: 02/21/2023

  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 a resolution was reached with regard to the concern on your Flex account.
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Flex Support