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:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flex Rent withdrew from my ********************* Account without my approval and/or knowledge $579.33 I contacted them several times, reported errors were made, however, no refund. Today, they are reporting **************** made an error. Refunded/deposit to my bank account only $186.90

  Business Response

  Date: 02/18/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* Managers sent you a resolution with regards to the concern on your Flex account. We explained that although you were originally charged $1,458.27 for your first payment to Flex for January, we refunded you $579.33 on 1/6/2025. Please view the details of the transaction attached.
  
  This means your first payment to Flex was only $878.94, not $1,458.27, leaving $600.00 due on 1/17 to Flex. However, our system charged you  $786.90 instead of $600.00 on 1/17, which is why we refunded you another $186.90. 
  
  Our manager attempted to get in contact with you on three separate occasions (2/14/25, 2/15/25, and 2/17/25), however we have not heard back from you. Since we have not heard back from you, Flex will be closing this complaint as resolved.
  
  If you have any further questions regarding your account, please respond directly to the last email from our manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best Regards,
  Flex Support
  
  

  Customer Answer

  Date: 02/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The numbers do not add up.  I paid 100% of my rent, why did Flex withdraw $786.90 from my bank account after my rental portal account was Zero.

  On 1/8/2025 Flex credit my bank account  $579.33 then on 1/21/2025 withdrew without my knowledge or permission $794.77.

  *******

   

   

   

   

   

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

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

  Customer Answer

  Date: 03/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  December Rent:  This is  Flex initial 2- step process explained and confirmed to me by 40 Flex members, yes 40 members with different email responses (not complicated) for December's Rent

  1st payment - On 11/28 2024 authorized $1458.61
  2nd  payment - On 12/16/2024 authorized $606.00 includes Flex membership fee
  
  January's Flex Rent Process was a mess

  1st January payment Authorized by me on 12/31 of $1458.27 - No Issues

  2nd January rent payment, I paid directly to property management using my (********************* account) ********************** 3 LPastrana Paid the 2nd Half of Rent Directly.jpg   not through Flex due to Flex previous late payment submissions accrued a late fee. 

  It's not clear why $794.77 was withdrawn - due to second rent payment was paid by me directly to property management (Zero rent balance on my  property management account)
  
  The $186.90 was the late fees I accrued due to Flex late payments. 
  Clarification Required:, why $794.77. was withdrawn from my ********************* account if the second rent payment was paid, in full by me not using Flex.
  
  Flex Deposit:
  Deposit $186.90 and $579.33
  
  1/17/2025 - $794.77 Flex withdrew from my bank without my authorization - no Flex team member could explain, different opinions/errors on the why the withdrawal of $794.77

   

  Thank you

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

   

   

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

  
  
  
  
  
  
   
  

  Business Response

  Date: 04/29/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently you spoke with one of our ************* agents and we've confirmed that your initial charge for the January 2025 Flex payment was $1,458.27. However, since you used your Flex account to pay $1,464.50 toward rent instead of the full $2,050.00, we issued a refund of $579.33 on 1/6/2025.
  

  You informed our manager that you received the refund of $579.33 in your bank account. This means your initial payment to Flex for January 2025 was $878.94. However, Flex paid your full January rent amount of $1,464.50. This means you still owed Flex $600.00 to cover the remaining balance of your January rent, which is why your card was charged again on 1/17/2025 for the remaining balance due. 
  
  We attempted to contact you on three separate occasions (4/24/2025, 4/25/2025, and 4/28/2025), however, we have not heard back from you. We hope the emails our ************* Manager sent answered all your questions and concerns.

  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team

• Initial Complaint

  Date:02/10/2025

  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 have used flex in the past and it was simple and clear as in how to submit your rent. The last 2 months *** had the same issue I paid my 1st payment in its timely manner and the payment was not processed to my property causing me a late fee each time of $100. I spoke with a *** named ********* last and this month ******* for 4-5 days explaining this same issues yet each had different resolutions in trying to resolve my account to refunding my money days after saying it was too late for processing when I posted my payment in its timely manner. They were late helping me to resolve my account still to know I wouldnt say its resolved and Id be on edge to attempt to use this company for the upcoming month. Service is insufficient, and a big interference. To add I was provided a debit card one a blank card with no numbers,the *** gave me the number in a separate email that declined on the 9th day because it was after the 5th day of payments to be processed, when I added my 1st payment by the 5th that was never processed to my management after explaining to the *** several times my payment is sitting in the portal and hasnt been sent over. I am so discouraged with this company you could probably see the steam coming from my head. Id rate them a ZERO!!!!!!O!!!!

  Business Response

  Date: 02/14/2025

  To Whom it May Concern,
  
  ****** ********** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex informed the complainant that their property is no longer integrated (partnered) with Flex and is unable to directly submit payment to their rent portal. To continue using Flex, we provided a Flex-funded method of payment for the complainant to cover their full rent payment. This method of payment was not used and as a result, the complainant has incurred a late fee. Flex explained how to use the method of payment for future months and provided a late fee reimbursement. 
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Yes you all tried to rectify the situation after I had to get out of my character and asked to speak to a supervisor. When the issue occurred the first time and I reached out I was not informed of any of that information from the 1st occurrence that I did in the 2nd. Even if by time the issue was resolved in both situations it was 3 days passed the due date for my rent to be in. I had to demand an explanation and clarity numerous times and ask for my refund, thats not something that was generously given back to me. To add I only was given a refund for my late fee for February and not January as I attached proof of a charge for a late feee on both months and had to request for the $25 charge fee to be refunded also. Im still dissatisfied with the service and how this company is running. By far a different experience than when I began using it. 

   

   

   

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

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

  Business Response

  Date: 03/03/2025

  To Whom it May Concern,

  ****** ********** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.

  Flex informed the complainant on how to use the Flex-funded method of payment to cover their full rent payment. The complainant successfully used the provided method of payment for March's rent. We did not receive additional questions or concerns.

  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 

  Thank you for your business and for allowing us to be of service. Your concerns are important to us.

  Best,
  Flex Team

  
  

• Initial Complaint

  Date:02/09/2025

  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.

  To Whom It May Concern,I am filing a formal complaint against Flex for failing to fulfill their service obligations, which has resulted in financial hardship, excessive late fees, and the risk of eviction.Issue Details:1.Failure to Pay Rent as Promised: Flex was supposed to process my rent payment as part of their service agreement. However, they failed to make the payment, leaving my rent unpaid.2.Excessive Late **************** Hardship: Due to Flexs failure, I was charged over $300 in late fees by my property, forcing me to scramble at the last minute to cover the full amount myself to avoid further consequences.3.Risk of Eviction: Because of their negligence, I was at risk of eviction, which could have had devastating consequences for my housing stability.4.Lack of ************************* When I contacted Flex for assistance, they failed to provide a solution or take responsibility for their mistake, leaving me to deal with the financial and legal consequences alone.

  Business Response

  Date: 02/20/2025

  To Whom it May Concern,
  
  **** ***** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex provided the complainant with a Flex-funded payment method and the rent submission was approved. As a courtesy, Flex covered the fees the complainant incurred. 
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  

• Initial Complaint

  Date:02/08/2025

  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.

  The app states that if autopay is turned off, rent will be paid if the 1st payment is made manually by 3pm on the 5th. I manually made the first payment on the ******** was not paid by Flex. I was charged $100 late fee. Flex refuses to pay it, even though their app also states they will pay late fees if it is their fault. Flex customer service says I misunderstood the process. I did exactly what was required based on the information provided in the app.I would like Flex to clarify this process in the app and refund my late fee.

  Business Response

  Date: 02/11/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* Managers sent you a resolution with regards to the concern on your Flex account. We explained that adding funds to your Flex account is different from making a manual down payment on your rent. To make a manual down payment, you need to click the 'Split your Rent' button on the Rent page in the app. We sent multiple emails and text reminders to do so before the cutoff date, but since you never clicked the button, Flex did not attempt to cover your rent this month. 
  
  We understand that you were confused about how the Autopay OFF rent payment process worked, so as a one-time courtesy, we refunded the late fee of $100.00 you incurred this month. You should see the funds in your account within the next 3-5 business days, although the time frame might vary slightly based on your banks processing speed.
  
  If you have any further questions regarding your account, please respond directly to the last email from our manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best Regards,
  Flex Support
  

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to use the flex split rent app for my February rent however I missed the deadline which is the 5th at 3pm which I was unaware of. Before I realized that I missed the deadline for the 1st payment. I added 1226 to my flex funds account and I havent used the services in a while so I had to Change my debit card. So when I found out that flex would not take my 1st payment, I tried to put the funds back on my card so I can pay my rent on my own. When I tried to withdraw my funds I received an automatic message that because I changed my debit card that I had to wait 24 hours in order to withdraw my own money this was 9:45pm cst and now it is 10:25pm cast on Thursday and I am still getting the same message. You have to email your concerns and questions because there is no customer service phone number. I need my funds released so I can pay my rent.

  Business Response

  Date: 02/12/2025

  To Whom it May Concern,
  
  ******* ********* complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance but have not received a response.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/05/25 I reached out to Flex rent pay for customer service as I made an error on the app. I needed to increase the rent amount and pay an additional $204 to up the limit of the virtual card I get with them to pay my rent. Upon paying the $204, I still needed another increase of about $160 due to some fees. I originally contacted them at around 1pm, in which I didnt get a response for an hr. After doing some back and forth for a few hrs, the last message I got from their *** was at 4:32pm est (well before the end of their business hrs), to which it seemed my ticket was not handed off. I sent 3 followup messages with no response. After Flex already took $1600 from my account so I still had to wait on them for a resolution. The negligence and lack of care or communication resulted in a late fee of about $260. I explained to Flex that their delay caused the late fee, to which they claim I need to pay, but admitted to having a high call volume and thats why no one got back to me yesterday. Im so disgusted with this as their ***resentative and company left me unanswered for hours after taking my money, which made me have to wait on their correspondence. I also submitted a complaint on their website and requested a manager and no one has cared to reach out for a proper solution but they insist that I'm responsible for the late fees when they admitted to dropping the ball. I also HAVE to wait on them to resolve the issue because the app only allows me to do so much, so much so that even the rent amount listed in there is wrong. Wanting to have me be financially responsible for their insufficient staffing to serve customers is completely unethical.

  Business Response

  Date: 02/12/2025

  To Whom it May Concern,
  
  ****** Tappings complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  After a thorough review, the limit of the Flex-funded payment method was increased and the complainant was able to successfully submit their rent payment. As a goodwill gesture, Flex has covered the fees incurred.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  

• Initial Complaint

  Date:02/05/2025

  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.

  Contacted them regarding my rent payment not posting . Took 2 days for them to try and resolve it but then tells me that I need to pay it from my bank which I could have just done. Instead my payment ended up being late and had to pay an additional $150 late fee also marked as an eviction fee. There only response is we are working on it. They charged me a fee for this service. They should not be allowed to do business with Apartment complexes.

  Business Response

  Date: 02/11/2025

  To Whom it May Concern,
  
  ***** ******** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex reached out to the complainant letting them know the issue regarding their rent payment has been escalated to our engineering team. However, the complainant confirmed they have submitted their own rent payment to their property. As a goodwill gesture, Flex has reimbursed the fees they incurred.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  
  

• Initial Complaint

  Date:02/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flex representatives misunderstood credits and charges on the ledger and didn't pay my rent as agreed upon. I have about 40 email back and forth and them admiting they made a mistake. They offered to send me the late charge of $150 in 3-5 days but I'm out $650. And my rent is conclsidered late, possible eviction if not paid o. Time.

  Business Response

  Date: 02/12/2025

  To Whom it May Concern,
  
  ***** ******* complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex explained to the complainant what had occurred during the February rent payment process. We provided a late fee reimbursement of $150.00 and the Acquirer Reference Number (ARN) for the complainant to track the payment. We did not receive additional questions or concerns. 
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  
  

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint because the merchant is refusing to refund me for 505 and *****. My card was used without my authorization. The merchant is aware that my card was used without my permission and they are still refusing to refund me my money. The person who used my card without my authorization reached out to the merchant and let them know that they did indeed use my card without my permission.

  Business Response

  Date: 02/06/2025

  To Whom it May Concern,
  
  ******* ************ complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  After a thorough review, Flex confirmed that the account and card information belonged to the complainant, ******* *****-*****. The payments processed, $505 and $14.99, are the repayment for their January rent and their January membership fee. Upon communication with the complainant, Flex was made aware that the account was signed up with the complainants information on behalf of the complainants friend. This was an agreement made between the complainant and their friend. Flex is unable to refund the requested amount as it is an outstanding balance due to Flex. While in communication with the complainant, the complainant requested Flex to stop the investigation and close their ticket (email communication). The complainant later reached out regarding their February rent payment and successfully used Flex for their February rent. 
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  
  Flex Team
  

• Initial Complaint

  Date:02/04/2025

  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.

  I got an email from FLEX mentioning that my Feb 2025 rent is due.I never registered with FLEX for any rent payments.I called Flex but the message was they dont offer any help on phone.This will hurt my credit history if someone registers fraudulently in my name.I need FLEX to resolve this problem and if possible get law enforcement involved

  Business Response

  Date: 02/10/2025

  To Whom it May Concern,
  
  ***** ********** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex explained to the complainant that there was no Flex account opened under their information. Flex works closely with our partnered properties in reaching out to residents letting them know Flex may be an option for rent payments. The email they received was a marketing email because their property is a partnered Flex property. 
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  

  I am grateful to BBB for your kind help.

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