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:02/03/2025

  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.

  on February 1, 2025, Flex took not only my regular 2/3 rent payment, but an additional FULL months' worth of payments. This left me overdrawn on my checking account. ********************** has NO phone number to actually talk to a person. The only way to connect with these people is to call and hang up, and then they email you (but never respond when you tell them the problem)I did also try to email them on my own, but it too has gone ignored.When I finally did get a response, they told me that they have nothing to do with this, and that I need to contact my property manager.

  Business Response

  Date: 02/08/2025

  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 Flex only charged you once this month for your down payment, in the amount of $954.82. After charging you $954.82, Flex paid your property $1,445.37 for February's rent.
  
  However, it seems that you also linked your debit card to your propertys rent portal, which is how your property was able to charge you $1,445.32 for this months rent as well. This means your rent was paid twice this month and your rent portal should show a credit for $1,445.32. 
  
  We attempted to contact you on three separate occasions (2/4/2025, 2/5/2025, and 2/6/2025), 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 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
  

• Initial Complaint

  Date:02/02/2025

  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.

  I was approved for flex I put in my full rent to they asked for partial I given them ******************************************************************* dont know where my half went towards and they didnt give any the full amount would like to get this resolved I feel like they stolen 400 from me and paid 300 of it towards my rent very terrible app they just taken my money I have proof of my money its on my ***** account they didnt pay my the other half fully Im wondering where the money I put up front

  Business Response

  Date: 02/07/2025

  To Whom it May Concern,
  
  Ebony Hamwrights 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 when the first payment processed, an additional payment was also processed that was applied as a partial payment to their second payment. Flex has initiated a refund of the partial payment to their Flex funds and upon review of their account, can confirm they were able to withdraw the funds.
  
  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:02/01/2025

  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 no longer live at the complex associated with my account. I have no option to delete my account, or even speak to any kind of support personnel to deactivate my account. I am still being charged money with no way to stop payment.

  Business Response

  Date: 02/05/2025

  To Whom it May Concern,
  
  ***** Bramlages complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance but has 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:01/31/2025

  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.

  January 31, 2025 Flex rent payment.Taking rent early instead of the day that it states that it was going to take it causing over the limit fees with my ******* check is not deposited until Feb. 1, 2025 and taking it early caused my banking account to go negative and my caused additional fees to my account since I had other items pending that I had just paid. I emailed them and they regret that this happened but stated that I have autopay on, which is correct, however it states payment would be taken Feb. 1, 2025 not January 31, it may not seen like much to someone who has the money, however I don't and I need things to be taken as promised.I needed my money released and taken on the correct date. I will cancel the service because this is causing more of a hardship then helping me.

  Business Response

  Date: 02/04/2025

  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 Flex begins processing rent payments as early as the 31st of each month for the upcoming month. If your property has uploaded your next month's rent bill to your rent portal by the 31st, our system will attempt to process your down payment on the same day, provided Autopay is enabled.
  
  If you would like to process your first payment on your own moving forward, please turn off Autopay in the Flex app.
  
  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
  

• Initial Complaint

  Date:01/28/2025

  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 am filing a complaint against Flex Rent Payments for mishandling an unauthorized dispute on my account, denying service, and issuing an incorrect adverse action notice.Flex placed a hold on my account, preventing the processing of my February rent payment, due to a dispute filed by an unauthorized user who had access to my account. This dispute was initiated from a bank account not associated with my name, yet Flex is holding me responsible. I notified Flex that I did not file the dispute and provided all necessary information to demonstrate this, yet they continue to block access to their services.Flex issued me an adverse action notice stating:Our records show that there is a pending dispute on one of your payments made to Flex. This pending dispute places a hold on your account and prevents ********************** from making further rent payments on your behalf.If you did not initiate this dispute or believe it was done in error, we kindly advise you to promptly get in touch with your bank. They can provide guidance on the status of the dispute and help facilitate its resolution.If you wish to use Flex in the future, we suggest the following:Contact your bank to cancel the dispute promptly.After your bank confirms the dispute's outcome, contact us to request consideration for lifting the account hold.This notice is inaccurate and misleading. I have already contacted my bank, confirmed the dispute is not tied to me, and informed Flex of the unauthorized activity. I have also complied with all of Flexs instructions, but they have failed to explain why the hold remains in ******** add to the confusion, the Flex app continues to show that I am on track to have my February rent paid, even though agents have told me via email that my account is still on hold. This inconsistency is misleading and has caused significant stress.

  Business Response

  Date: 02/01/2025

  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 your account has been suspended due to multiple disputes. While you mentioned that your daughter filed the dispute, the Flex account is registered under your name, and the card ending in **** confirms you as the cardholder.
   
  Although you stated that you spoke with your bank and did not initiate the dispute, we have not received official documentation from *************** confirming that the dispute was withdrawn. We understand your frustration with this decision, but unfortunately, we are unable to reverse your suspension due the terms and conditions Flex currently have in place.
   
  Additionally, your Flex app should no longer display an active status or indicate upcoming rent coverage, as your account has been canceled.
  
  We attempted to contact you on three separate occasions (1/29/2025, 1/30/2025, and 1/31/2025), 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 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

• Initial Complaint

  Date:01/24/2025

  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 recently set up an account with ********************** rent and they over charged me. Id like the extra money back that they took out of my account. Also there isnt any customer service *** to speak to. This feels like a scam at this point.

  Business Response

  Date: 01/30/2025

  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. ********************** paid $1,566.45 to your property for your January rent. Here's a detailed breakdown of your payments to Flex for January:
  - Downpayment 1/3/2025 - ******** + 1% fee $10.66
  - Membership fee 1/15/2025 - $14.99
  - Repayment 1/20/2025 - $500.00 + 1% fee $5.00
  - Property Passthrough Fee 1/20/2025 - $3.00 
  
  Our manager attempted to get in contact with you on three separate occasions (1/27/25, 1/28/25 and 1/29/25), 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 Regard,
  Flex Support

• Initial Complaint

  Date:01/21/2025

  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.

  My partner and I have been using flexpay to pay our rent for the past year. We had just signed a new lease in mid November. I have been sending payments for rent since then. We have recently received a 14 day notice for eviction as it turns out flex had been taking my money and not paying rent with it. The amount is OVER $5,000. I have been in contact with flex via email (they refuse to provide a phone number) to resolve the matter. They insist either that they received nothing or that they will look into the matter. I want my money back immediately.

  Business Response

  Date: 01/31/2025

  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 Auto-Pay was turned off from November through January. Since Auto-Pay was turned off, payments were not processed. Our system does not show any transactions for $5,000. The only charges were membership fees from November to January because Flexs Line of Credit remained Active. Flex has requested a screenshot of the charges for further investigation. However, we 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:01/18/2025

  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.

  For months I wasnt using flex to cover partial rent, and I was still charged monthly fees. Several times, their app is malfunctioning, during times when rent is due. Twice a payment was returned, with no reason or warning, and I was notified several days later after my rent was due only finding out through my apartment. No word from flex. They have taken money out of my account the same day of canceling service with me (hours later after making a payment I was told my service was canceled before the date I was given to pay) this was after I was told they would cover my upcoming rent payment due in 2weeks. Hidden fees that werent told originally after signing up, is to be expected. **************** is only available through email which sometimes can take days, to no resolution.

  Business Response

  Date: 01/27/2025

  To Whom it May Concern,
  
  N Cabells 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 to confirm their account was on track for the following month. We have noted their feedback and received no additional questions or concerns from the complainant. 
  
  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:01/12/2025

  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 January 3rd my rent payment was made through flex I funded this payment on December 31st and was advised that my full rent has been paid. My apartment complex is saying they never received the funds and charged me a $200 late fee and a $75 NSF fee due to this as well as leaving my rent unpaid and me being threatened with eviction. I've received very little responses or support from Flex.

  Business Response

  Date: 01/24/2025

  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 reached out to your property manager and confirmed that Flex sent the necessary funds to cover your January rent. As a one-time courtesy, Flex also covered your late fee and return check fee due to the confusion experienced.

  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

• Initial Complaint

  Date:01/08/2025

  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.

  On 1/6/25 Monday, I withdrew $320 from my Flex account to my ***** Cash. They sent it right away but it declined. I called ***** and they said ***** Cash cant receive refunds. ***** suggested that I call flex and give them a different payment method. I emailed Flex with a screenshot that the refund didnt go through. Keissy from Flex sent me email with a screenshot showing that they sent the funds. I sent them 4 more emails showing that it declined. Keissy said shes reviewing this with my team to determine the best course of action and will get back with me, but I havent heard anything else. Days are going by I need my money to pay my rent.

  Customer Answer

  Date: 01/08/2025

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