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:10/25/2022

  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 in September in hopes of being able to use Flex services in October and i was approved. I contact Flex multiple times via email to make sure everything was okay for October rent and i was told it was but 2 days before rent was due i felt something was not right because my app never updated with correct amount. Find out my portal was not connected and there were errors on Flex side. Flex was unable to cover rent and i had to come up with rent within a day. I was told they were going to deactivate my account until they figure out what the problem was and i would be able to use for November rent. Ive done reactivation request and they told me to check back after the 15th. Checked Back after the 15th and still nothing. Was told to check again the last week of the month. Here we are the last week of the month and still no answer. Why do i have to wait this long for reactivation when there was no error on my side? This was Flex error! Further more, why does Flex need to check my credit AGAIN when i was approved already in September and my account was not deactivated for insufficient funds or anything. This is ridiculous. Email functions do not work as the reps are not helpful at all and when ask to speak to a supervisor they still give a run around. No phone number available to talk to a real person because they hate making you wait but it takes days on end to get an unhelpful email response. This business is a joke. Would never recommend to anyone. Will leave you scrambling to pay and facing eviction due to their errors. Im looking into getting my lawyer involved with this.

  Business Response

  Date: 11/07/2022

  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
  

  Customer Answer

  Date: 11/10/2022

  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 never resolved the issue at hand which was connecting my rent portal. I have since severed ties with Flex as they are not helpful and all bad reviews are true. I suggest no one to ever utilize this service as Flex does not keep their end of the bargain. **************** is poor as it takes days for a response and the only form of communication is done through email. Dealing with something as time sensitive as rent payments, there should be a way to speak with someone over the phone and get answers immediately. 

   

   

   

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

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

  Business Response

  Date: 11/28/2022

  *************************** // ****************************
  
  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 about October's rent coverage issue due to a rent portal issue. We explained to ****************** that we were unable to help with October because of this issue but we were able to continue to help in November for that rent coverage period if she agreed. ****************** asked to then deactivate/ pause their account and informed Flex's agent that they will be paying rent directly to their property. 
  Since Flex has taken all of the commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
  Regards,
  Flex Support
  
  

  Customer Answer

  Date: 02/24/2023

  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:

  [Your Answer Here]

   Portal was never fixed in time to help with November. Agents go days on end without response when rent is a big issue. Flex needs to have a phone number to contact and not email. Every one that I know that have tried to use Flex for help during these trying times have had the same terrible customer service experience. If ********************** cannot, make it easier for consumers with answering/fixing problems in a timely manner and, having actual agents that you can talk to via telephone then I dont foresee this company lasting very long at all. The app reviews/BBB complaints speak for themselves. Will never recommend Flex to anyone having issues. The reviews and score you see are very much real. 

   

   

   

   

   

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

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

• Initial Complaint

  Date:10/25/2022

  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.

  My account was deducted on 10/02 for the amount of *******. I owed partial rent for 9/30 and that's when the payment was suppose to have been processed for the 2nd payment of Sept rent. It was not deducted, I received a text message stating bare with them there was a system problem. I talked to a CSR via email on 10/02 and stated that payment was not taken when would it happen. A few minutes later I received a email from my bank and flex that there was not enough money in my account for the balance of *******. I also emailed asking why were they charging me ******* when only last months 2nd portion should have been only taken. I was asked how much was my based rent I told them $1812. I was told to relink my account and it should ask about my rent again. I relinked but the rent question was not asked. Within the hour I noticed flex had taken out the full amount of $*******. That means they took the 9/30 payment and also the 1st of my 10/1 October rent payment. Later that afternoon and all the way up until today 10/4 I keep getting emails about not enough funds card declined, but the money was taken out and posted on 10/03. 10/5 I went to rent & showed them all messages and explained what was going on. I incurred late charges because this was not paid on time. Later that evening Flex paid my rent. A couple of days later i get another email stating not enough money to cover the rent but they already took that money from my account. After contacting and emailing I explained again and showed proof that this was taking care of, I explained about the late rent and was told they had to get approval for those charges to be refunded. I finally receive email that it was approved, I also set up my 2nd payment date for 10/31 and it was confirmed through text. On 10/21 $975.49 was taken out my account from flex. When I asked they said my 2nd payment was still okay but this was for my 1st payment. But that was already taken. It is much more to this but i do not have anymore room.

  Business Response

  Date: 11/07/2022

  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:10/24/2022

  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 continues to report negative incorrect information to TransUnion in May 2022 Flex reported I was 30 days past due and with many credit accounts with this one late payment will destroy someones credit. Not only that but now they are reporting as of 10/23 that I am 90 days past due. All this information is inaccurate I tried reaching out and I continue to receive the same email they send to everyone. You cant call no one directly nor can you work with the same person to resolve the issues at hand. Its almost like they are trying to destroy you. Nevertheless, they have destroyed my great credit. They are giving transUnion incorrect information and my next stop is to seek legal advice for something so minor.

  Business Response

  Date: 11/08/2022

  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 we are currently investigating the concern with your Flex account. We will continue to work with you directly until this matter is fully resolved, so if you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:10/21/2022

  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 had lost my debit card and it was charged $736 from flex finance. I do not use flex finance. I have tried contacting them to get the charged refunded and prevent any future charges from occurring. They responded about 24hrs later saying theyll look into it. I sent a follow up email 2 days later asking if theyve looked into it, but didnt receive any response. And now I was just charged another $736 from flex with no response from their customer support. They wont answer me.

  Business Response

  Date: 11/01/2022

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently one of our ************* agents followed up with you to assist, and they have confirmed with you that the matter is resolved.
  
  Thank you for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:10/19/2022

  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.

  I used this service for the 1st time this month 10/1/2022. I paid for the service and they even took out half the money for my rent on 10/03/22 but they held on to it for so long that the funds were put back into my account and my rent was never paid! Now I have a late charge on behalf of Flex and they are not answering my emails! I should not have to pay a late fee when the funds where in my account for them to take and they just never paid my rent. This is terrible and I have received no response from them. I have emailed but all they say is they are working on it. I think is sad what they are doing to people. It really caused a burden and difficult times on my family since they funds were taken out and then days later put back with no explanation. We thought our rent was taken care of. Flex need a customer service line or shut down. Its sad what they are doing to people especially during this time. This was suppose to help not hurt. Flex should be responsible for the late fee they have caused on my account since they took the money out on time but never paid my rent

  Business Response

  Date: 11/01/2022

  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
  

  Customer Answer

  Date: 11/03/2022

  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:10/19/2022

  Type:Product 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.

  Flex took money from my bank, but never paid my rent with it. There is no customer service number, only a useless messaging system and email. I'm still waiting hours later to recieve any contact back. Now my apartment office is saying I owe $103 worth of late charges and face eviction if I dont pay the full amount. FLEX HAS MY MONEY THOUGH.

  Customer Answer

  Date: 10/26/2022

  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:10/14/2022

  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.

  In september, I requested cancellation on my flex account, reason being is because Im moving out of my apartment on october 16 so I figured I would just pay the half rent myself ($908.35) instead of flex covering it and paying it back in 2 payments. I thought it was cancelled so I proceeded to pay my apartment the rent that was owed for october 1st. On October 3 I log into my banking account and saw flex deducted $735.00 out of my bank account leaving my bank account *******. I log on to my portal and they paid an extra $1400+ to my apartment when I already paid my outstanding balance. It is literally impossible to reach anyone, I have been sending emails because now Im negative Im my account, a single ********** have other bills to pay. Its now October 14 and I still did not get a refund and no answer on what is going on and why they took $1400+ from me when it wasnt in my statement on my portal. I dont know where they got $1400+ from because even so, my statement showed the rent was only $908.35. I now have $20 to my name until next Thursday, since I was so negative in my account my paycheck basically balances out to $45. This is ridiculous and they are stealing my money.

  Business Response

  Date: 10/27/2022

  if we *can't* resolve the issue by Thursday 10/27
  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 we are currently investigating the concern with your Flex account. We will continue to work with you directly until this matter is fully resolved, so 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:10/12/2022

  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.

  I have been using Flex for months to pay my rent with no problem. I went into the app today and the rent amount they have listed that was paid is incorrect. I have tried to contact them several times with no response. They are trying to overcharge me.

  Business Response

  Date: 10/15/2022

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* agents followed up with you to provide clarification regarding the concern with your Flex account, and to confirm that the matter is resolved.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:10/12/2022

  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 have been using Flex for over a year. I pay a monthly fee for this service. Flex pays my rent and I pay them back. Its been a great relationship. Until this month. Flex has Zero customer service when you need help. I sent 4 email over 4 days needing help with my account because it disconnected for some reason and couldnt get it to connect. I would connect it them moments later it would disconnect and would not work. Finally on the 5th day some reaches out and tried to help me reconnect. We update the app then had me reconnected. After I completed those task it disconnected again. The 6th they wanted me to up date the app and reconnect again. I sent a screen shot that the app was updated as far as it would go and I reconnected the app. Then a few hours later I get an email saying sorry were not gonna beable to pay your rent. You can try again next mont or disconnect service. I tried to reach back out because thats devastating to someone who has depended on them for over a year. NO ONE responded back. I live paycheck to pay check and now I have a pending Eviction and a late fee because I didnt make any other plans for rent. Because I counted on the service I paid for to work. If I was able to get a hold of someone on day one, instead of 4 days later I would of made the cut off. You paid my rent for over a year. What do you mean you cant find my address! What am I supposed to do flex? I am just supposed to have no where to live because your system failed. If I could afford It, I would *** you for the emotional distress this has cost me. I cant sleep. Life is already hard enough and now this. The App Store wont let me leave a review. This it the only thing I have found to be heard. This service was so wonderful and it helped so much. Flex you need to do better. Its 2022 and your telling me you dont have a phone number or a chat. Absolutely ridiculous. I dont know what to do.

  Business Response

  Date: 10/15/2022

  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:10/11/2022

  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.

  Flex just decided to not pay my rent for this month even though I had the funds for the first payment. I called my bank and they told me that flex just declined my payment flex didnt want my money and didnt want to pay my rent

  Business Response

  Date: 10/20/2022

  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
  

  Customer Answer

  Date: 10/21/2022

  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,
  
  *******************************