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:10/05/2022

  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.

  My rent has not been paid for the month of September and it is now October 4th and my apartment complex is evicting me. The 5th is the last day of the month that flex will cover rent and since have incurred late fees. And behind on rent I have sent an email and there is no customer service number to call. I should not have to fear my rent not being paid if the goal of signing up for this app is not having to worry about rent being covered and giving financial ease to all active users paying a monthly subscription fee. I am a single mother of three children and now I dont have no where to go and my apartment complex has no idea why this service was even being offered. But they are still filing for eviction its just upsetting how this has ruined my life

  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 we are currently investigating the concern with your Flex account. We will continue to work with you directly until this matter is fully resolved, however we require further information from you in order to assist you. Please respond directly to the last email from our agent so we can help.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:10/05/2022

  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.

  This company has the absolute worst customer service. I signed up over a month ago. Everything seemed great. They covered my September rent no problem. They took their repayment as planned. October is a whole other story. I planned on them taking their half payment and paying my rent on time, so I payed other bills with the extra money. The first comes and I get an email saying there was an issue. According to the email, they tried to pay the rent but it wouldnt go through. I figured out the problem on my complexes side and tried in a panic atleast 6 times to contact Flex so that they would cover the rent as agreed. Not one live person contacted me back. Here it is, October 3rd and my rent is not paid, and whats worse, I spent part of the rent money I would have had on bills so I have to figure out how to come up with the entire $1845 myself. This has me ready to cancel this unreliable service. They have no customer service number to reach them. All you can do is file an electronic report and pray.

  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
  

  Customer Answer

  Date: 10/20/2022

  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 . While they did reach out to me finally, only after I reported them, I have since told them to close my account. I stand by my original complaint. The absolute worse customer service.  

   

   

   

   

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

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

• Initial Complaint

  Date:10/05/2022

  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've received several emails stating that my payment didn't go through. The funds were in the account for October 1 as of 09/30/2022. I've checked my bank account and there were 4 transactions for $0.00 on my account but the funds were taken out. I even changed my billing address on my account thinking that was the issue. Today 10/04/2022 another notification and their turn around time for assistance is ridiculous especially when I've done nothing wrong. I reached out to my bank and they could only find the $0.00 attempts. Now I am going to have to pay a $100 late fee when I could have paid the full rent myself on time. This is ridiculous to have this issue on a card that has been used several times before.

  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:10/05/2022

  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 just renewed my lease and one of the new stipulations is that our Grace ****** has been reduced from 5 days after the due date to 3. FLEX and their methods of withdrawing funds are so sporadic. There have been instances when funds have been withdrawn BEFORE the first of the month. I have the funds and FLEX has yet to withdraw them for my rent. I have sent a plethora of emails today asking what is the issue and stressing the imperativeness of receiving a response. I have yet to receive anything and it looks as if I will be incurring MY FIRST LATE FEE. FLEX doesnt even have an actual number (the number that BBB provides doesnt work). Whats interesting is that their app has a calendar feature that shows you when they plan on taking the funds out. The calendar at FIRST showed that the funds would be withdrawn today. Now, the calendar is blank and the app is saying, FLEX is in progress. I feel that this company is preying on good people that live paycheck to paycheck. Im fortunate enough not to be in that position. I initially thought FLEX was a good idea to give me even more wiggle room in regards to my finances. FLEX needs an ACTUAL AND ACTIVE CUSTOMER PHONE LINE. It can literally take DAYS to get a response and by that time, the issue has already escalated. I want FLEX to cover any LATE CHARGES I incur due to THEIR MISTAKE. Ive had the funds, updated the app, and made sure everything on my part was done.

  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:10/04/2022

  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.

  this business flex has been reporting my account as a charge off. And Ive been paying payments on time to this account and it reported to my credit. So it is effecting my credit. Along with this company saying Im overdue on a payment on the 26th of September of 2022 due to insufficient funds. Ive had funds in my account and reached out to them asking them why they havent taken my the money out and why are they reporting a charge off. And the only way to contact them is via email and they have not responded.

  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:10/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email with my complex name Glenwood 2 attached about this portal Flex which not only can you pay with a debit card but it splits your rent payment in two. Im a single mom and thought this would help me for the month. I went on the app and joined on 9/30/2022. I put in my rent amount as ****. They split it into two ****** one payment to be taken 10/1/2022 the next 10/15/2022. On the first I checked my account the amount wasnt taken so I checked the app which said there was an error and I needed to reenter my rent amount which I did if ****. 10/2/2022 still nothing withdrawn or rent paid. I selected the option to cancel and I had to send an email which I did. Later that day I checked my account and it was over drawn by 450 dollars. They withdrew ****** cents three times and my rent still showed as not paid. I sent them an email stating they messed up with the amount and I want to cancel and be refunded. No response. The next morning I contacted my bank and went through the fraud process because I did not authorize this amount of *************************************************************************************************************** at negative 724 with overdraft fees. When I went back to check the app now they changed my next payment amount to another ****. I didnt authorize the change. My rent amount which I entered twice says **** which should of been split into two. Ive been emailing no response. The number my bank found for them is a voice recording, & the bank that funds them blue ridge bank has no information on them. Now after digging for Information Im seeing they do this to everyone and even with changing your debit card they still pull money from your account which Im terrified of happening again because they have scheduled to take another **** when my rent is only **** and its basically my whole next check. Such a time sensitive matter and they dont respond or care and make up their own numbers to take at this point.

  Business Response

  Date: 10/17/2022

  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: 10/20/2022

  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:10/04/2022

  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.

  On 10-1-2022 Flex deducted 1/2 my rent amount from my bank account, I then received an e-mail stating they were unable to pay my rent due to problems with online Rent Portal and to reach out to Property Manager. I reached put to my apartment complex informed me there was no issue with the online rent portal and FLEX has already paid multiple tenants rent with no problem. I've emailed FLEX numerous times and have yet to receive a response, today was the last day to pay rent with out occurring any late fees!!

  Business Response

  Date: 10/17/2022

  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: 10/19/2022

  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:10/04/2022

  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 reached out to Flex on the 1st of October about my payment they stated it was rejected and reach out to my bank. I was given a new card and updated via my app like I was advised on October 2. I have yet to hear from Flex outside of the same text of not completing first payment when they haven't attempted payment on new card. I have contacted my bank to verify if Flex has attempted anything on no card they stated no transactions have been attempted at all on the new card. Now I will be charged late fees.

  Business Response

  Date: 10/17/2022

  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 regarding the concern with your Flex account. We will continue to work with you directly until this matter is fully resolved, however we require further information from you in order to assist you. Please respond directly to the last email from our agent so we can help.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:10/04/2022

  Type:Order 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.

  On the last day of each month, Flex usually sends me a text regarding my rent payment and when I need to have my first half ready. Ive been using their services for months and never had any issues up until this point. It is the 3rd and Ive been hassling them since the 1st because they have not gotten in touch with me. They did not send out the text regarding my rent payment nor have they been answering any of my emails even though it is about to be the 5th and my rent is not paid. I now have to come up with my full rent before the end of the week which I wasnt financially prepared for this week. The non communication on their part is unprofessional and theyre risking peoples homes. They couldve easily sent me a notification stating they werent going to pay my rent instead of ignoring my emails.I will probably not use them again after this. Im very disappointed at the way this was handled.

  Customer Answer

  Date: 10/14/2022

  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:10/04/2022

  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 signed up with Flex on 10/1/22 to pay my rent in installments. On 10/2/22, I received a message saying there was an issue with Flex being able to make my rent payment and that I should contact my management office. I called them on Monday, 10/3/22 and the management office said there was no issue and they had still not received the rent. Flex has charged me for a service they have not completed. There is no customer service number to speak to a person and the email messages are not helpful neither is the live chat. This seems like a scam and I need some help in getting a refund from this business and resolving this matter.

  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 allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

  Customer Answer

  Date: 11/04/2022

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