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:11/10/2022

  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.

  Flex took my money for this months rent and paid it so it said, It was at **** balance until 11-7-22 where it showed my rent was not covered even though i had the funds and they processed it. On the Flex app it shows my rent was covered but my rental portal says otherwise. I have tried to contact them about this issue for a 5 days now and no response. My complex is now involved. I am looking for an answer or to get my large amount of money back they took but didnt pay.

  Business Response

  Date: 11/21/2022

  Better Business Bureau,
  
  
  ******************* complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  
  In response to the customers initial complaint, Flex followed up with the complainant to inform them that we encountered portal issues during their original payment submission and had resubmitted their rent payment. Their issue 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.
  
  
  Regards,
  
  
  Flex Support

• Initial Complaint

  Date:11/10/2022

  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.

  Hello I am pretty upset since using this service it's up and down at downs. This month as you see it's the 8th my rent is still waiting to be paid. They are having technical difficulties and told me to pay it on my own. Makes no sense. Some odd reason they told me they would pay it for November then updated the system and turned it off for November after emailing 6 days prior about needing assistance. It's takes a long time for a rep to communicate and no it's really hard. Can someone help. They have been paying with a credit card and then want you to pay WITH ACH. Makes no sense.

  Business Response

  Date: 11/21/2022

  Better Business Bureau,
  
  
  ********************* s complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  
  In response to the customers initial complaint, Flex followed up with the complainant to inform them that we submitted their November rent and Flex had covered their late 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.
  
  
  Regards,
  
  
  Flex Support

• Initial Complaint

  Date:11/10/2022

  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.

  Flex has taken my payment from my bank account, and I have had no problem paying my rent with ***** the past, but today I was told by my rental office that my rent was not paid and that I face eviction if I do not pay the full amount in 3 days. This is a problem because even if I wanted to disregard Flex and pay my rent normally, Flex still has my rent money in their possession. I never got a notification or anything, and Flex will not return contact to my property manager nor to myself. They said my November rent was supposedly paid on Oct. 31. Now 10 days later I am being served with papers.

  Business Response

  Date: 11/21/2022

  Better Business Bureau,
  
  
  *********************** s complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  
  In response to the customers initial complaint, Flex followed up with the complainant to inform them that there was an issue with the ledger showing our payment. We have reached out to the *** on locating this payment and clearing your November balance. Payment had been resubmitted but user is refusing to work with us regarding their payment.
  
  
  If the customer has any further questions regarding their account or payment, please respond directly to the last email from our agent for assistance.
  
  
  Regards,
  
  
  Flex Support

  Customer Answer

  Date: 11/22/2022

  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]

   Flex has done nothing to resolve this issue . Multiple different customer reps have emailed me to repeat to me that the November rent has been made and keeps saying that they have resolved the issue with the property manager but my property managers say they have not and cannot get ahold of anyone from Flex

   I will not make a payment for rent unpaid! I need to pay rent with this money, not have it lost in cyberspace like my first payment of $1500 while Im being served eviction papers. 

  Flex has done nothing to resolve this, only multiple emails saying that they have resolved the issue with my property manager. My property manager says the issue is not resolved and that they have not heard from Flex and cannot reach anyone at Flex

  My first payment was taken from my bank account and I do not want to pay again when my Nov rent has NOT been paid

  I have been served legal papers by my property manager. A Notice to Pay Rent or Quit

  Flex does not allow you to cancel membership even while this is happening. 
  

  Fkex representative REFUSES to answer my questions:  Will Flex take a second payment on Nov 24 th ???  Will Flex cancel my membership? Will Flex pay (or claim to pay) December rent ? These are questions Flex will not provide.
  

  There is no customer service number

  WHERE IS MY $1500?? 
  

   

   

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

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

  Business Response

  Date: 12/01/2022

  Better Business Bureau,
  
  
  ************************* complaint filed with the Better Business Bureau has been addressed by Flex. Our ******** Care agent has reached out to ************************* property management on 11/23/2022 and 12/01/22 but was unable to receive a response. We have provided the property management with the necessary information to track our payment in the system but the property management have not confirmed our payment with Flex or the complainant. In addition, Flex had cancelled their account as requested. With the cancellation, Flex will no longer cover future months rent.
  
  
  If the customer still have any further questions regarding your account, please respond directly to the last email from our agent for assistance. 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.
  
  
  Flex Support

• Initial Complaint

  Date:11/10/2022

  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 received an email from flex stating that i needed to go to my flex account and change my monthly payment amount because my rent had increased significantly. It also said that no payment would be withdrawn until i made the change. I couldnt make any changes because i did not know the new amount. On friday november 4th flex withdrew ****** from my bank account which caused the check I wrote for my rent to bounce and i incurred a $35.00 bank fee. Now thanks to flex i owe a ****** late payment and returned check fee to the property management company also.I would like flex to refund me the ****** bank and late fees occured because of the payment the withdrew.

  Business Response

  Date: 11/21/2022

  To whom it may concern,
  
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  ************ Care agent has reached out to your email on 11/10/2022 and 11/17/2022, but was unable to receive a response. We would like to assist with a resolution to the concern on your Flex account regarding a portal payment issue and account status.
  
  
  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:11/09/2022

  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 signed up for Flex pay to pay my rent for October 2022, per the *** my rent was scheduled to be paid to my landlord with half of the funds coming out of bank account immediaty and the balance on 11/15/22. By the 11/07/22 I noticed that my rent was still scheduled but it was due on 11/05/22. I sent an message via their app, with no response, No funds were taken from my bank account, so sent a message to cancel the rent payment with no reply. I ended up paying my rent on 11/08/22. I found a customer service email and requested them to cancel my account and all future deductions or rent payment on my behalf. I received a reply that they would Pause my account and I needed to conctact them by the end of the month if I wanted to pause my December payments. The reply was contrary to what my request stated. This company has terrible customer service for a the service the of paying peoples rent, instead of helping people they could make them homeless with this type of custoer service.

  Business Response

  Date: 11/21/2022

  To whom it may concern,
  
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  ************ Care agent has reached out to your email on 11/10/2022 and 11/16/2022, but was unable to receive a response. We would like to assist with a resolution to the concern on your Flex account regarding a portal payment issue and account status.
  
  
  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:11/09/2022

  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.

  Flex has no phone number, so all I can do is send email, after email, after email, and their **************** reps are not trained properly. You can wait days for a response, only to be a response that does not help at all! My November rent was paid by Flex on the 1st, they said they didnt pay it, and my portal was $0.00 so they could not pay my November rent? What?? Then they proceeded to try to take my first payment out of my bank for over $1,000.00!?!?!? Which was declined by my bank! This is fraud!! **** receipt from my apartment complex that the rent was paid by Flex, and then 6 days later they returned the payment as insufficient funds? I now have, late fees to pay, return payment fee, and a 3 day eviction notice on my door! Shame on you Flex!! I have been trying to get answers since ***** from this company that should not be in business if they are unable to provide the service they promised! I am now trying to cancel my membership and they wont do this either! Just a huge disappointment! I ended up paying my rent using a credit card, which incurred more fees! The extra fees I had to pay on top of my rent was almost $400!! That on top of my $2,000 rent! The stress, anxiety, and depression this company causes should be illegal! Enough said! BBB do something about this!!

  Business Response

  Date: 11/21/2022

  Better Business Bureau,
  
  
  ********************* complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  
  In response to the customers initial complaint, Flex followed up with the complainant to inform them that we reviewed their account, cancelled their account as requested and had cancelled all future payments. 
  
  
  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.
  
  
  Regards,
  
  
  Flex Support

  Customer Answer

  Date: 11/23/2022

  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:

  The answer Flex gave is unacceptable. It is really easy to wash your hands by saying the account is now closed!

  Flex was giving me the run around since 10-27-22. Not responding to my emails, tried to take funds out of my bank several times even though they returned my November payment, which caused a 3 day eviction notice.

  Even when my account was paused, they tried to take funds out of my account, and they went in to my apartment complex portal to see that my apartment was nice enough to refund me the late fees.

  Flex paid my rent late in October, which also caused a 3 day eviction notice along with late fees!

  I was also charged insufficient fund fees, and since Flex returned my November payment, I had to use a credit card to make my November payment which I was charged another fee for.

  Their app is not working correctly, customer service either does not answer, or they answer without actually responding to the issue which takes days, and days to even get a response.

  Again, I was a customer of theirs since 2020. It is embarrassing to receive not only 1 eviction notice, but 2 for the first time in my entire life!!!!!

  The answer from Flex should be we are having major issues, the update we made to our app is having major issues, there is not enough customer service reps to answer our questions, and many of them are not being trained properly!

  The stress this company has caused me and my family is not acceptable! We started using Flex as a way to be able to split up our payments. It was our way of being able to stay in our apartment during Covid! 

  So now, we had to cancel Flex due to their incompetance, and we need to figure out how we are going to pay our entire rent bill at the first of the month! 

  They need to admit they have changed, and they need to admit they were committing fraud when they were trying to take funds out of our bank even though a payment was not even due! 

  I have email, after email, after email, after email that was not responded to. I have email, after email, after email that I received the wrong response, I have email, after email, after email, saying we couldn't complete your the charge for your payment when a payment was not due. I have email, after email where I gave Flex my monthly rent amount, and they continued to use old numbers. I have email, after email telling Flex I was a flexible user, and they continued to treat me as a new user. 

  So, no Flex, your answer to the BBB is not acceptable!

  You can see complaint, after complaint, after complaint about the issues people are having with Flex. This company is responsible for people getting evicted, or on the verge of eviction due to their actions.

  BBB you need to do something about this company!

  Thank you,

  *********************

   

   

   

   

   

   

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

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

• Initial Complaint

  Date:11/09/2022

  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.

  Flex has taken my money out of my account, not paid my rent and it resulted in me having to pay my complex directly to my complex to avoid late fees. The same night I get a message that it was paid after 4 days of the account having a service issue. After the getting the runaround and no answers for 4 days straight, I asked ******* for proof they paid it and she sends me a screenshot from my apartment portal! Showing that I paid it directly to the complex! Flex only took my money and did not pay my rent! I will NEVER use this service or any like it again. And they wont pause my account saying I still have to pay the second half and to ask my complex for a refund! No! They dont owe me anything, FLEX DOES. I hate dealing with this company with no customer service number and pathetic customer service practices in general.

  Business Response

  Date: 11/21/2022

  Better Business Bureau,
  
  
  ******* ******** complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  
  In response to the customers initial complaint, Flex followed up with the complainant to inform them that we reviewed their account, refunded their payment to Flex and had cancelled all future payments. Their request has been completed and account has been closed.
  
  
  If the customer still has not received the funds from our refund, they must contact their bank directly for assistance. 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.
  
  
  Regards,
  
  
  Flex Support

• Initial Complaint

  Date:11/09/2022

  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.

  Flex has previously paid my rent on time, but on Oct 31st they claimed to have paid my rent, and had successfully taken out the first installment from my checking account. However, property management confirms that they have NOT paid this month's (November) rent. I am now incurring late fees and possible legal *************** proceedings. Their customer service has been unresponsive. I DESPERATELY need them to refund my first installment of rent so that i can pay my property.

  Business Response

  Date: 11/21/2022

  To Whom it may ************************ complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  
  Recently our ******** Care agent sent you a resolution email with regard to the concern for your November rent payment. There was an issue with the ledger showing our payment. We have reached out to the *** on locating this payment and clearing your November balance. 
  
  
  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:11/09/2022

  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.

  My Rent was due by 11/05/2022 they took the ****** on my account on11/02/2022 just for 5 days later my apartment tells me my payment was reversed due to frozen account. I have been emailing them as my late fees go sky high and they still have my money. I dont know what to do.

  Business Response

  Date: 11/21/2022

  To Whom it may ************************ complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently our ************* Manager sent you a resolution email with regard to the concern on your Flex account. Our team has been in communication in regards to the issue that occured this month and resubmitted payment to your rent portal.  Additionally, we are having our Technical team investigate the issue involving accessing your account through the app. Once the issue has been resolved, our ************* Manager will reach out with an update. 
  
  
  We appreciate your feedback regarding our service and application. 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: 11/22/2022

  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:11/09/2022

  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 am not liable of this debt with flex and do not have a contract with flex finance. They did not provide me with the original application like I asked. I demand that this account be deleted from my credit report

  Business Response

  Date: 11/21/2022

  To whom it may concern,
  
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  ************ Care agent has reached out to your email on 11/14/2022 and 11/21/2022, but was unable to receive a response. We would like to assist with a resolution to the concern on your Flex account regarding a portal payment issue and account status.
  
  
  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