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:01/11/2023

  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.

  SimplerFlex does not allow its employees to update their compromised emails. When an employee's password expires, they need to be sent a password reset link to the email that was used to create their account. However, if that account gets compromised and becomes unusable, the employee no longer has an account. Then the employee is out of a job. This is not acceptable or professional. All they did was shrug their shoulders and not even tried to resolve the problem.

  

  Business Response

  Date: 03/02/2023

  ****************,
  
  Thank you for reaching out with your feedback and for your time as an Expert.
  
  First, while you've categorized your complaint as one regarding a Refund/Exchange, it's important to note that we have not sold or charged you for a product/service. We have no products/services to sell/charge/refund/exchange. We provide you access to our platform free of charge (in fact, we pay YOU to use it.)  With this in mind, there is nothing that we can exchange or refund for you.
  
  That said, I understand your complaint regarding your request to update/change the email address we have on file. Due to the nature of our service, we do not currently provide this ability. As a company, we prioritize new features/skills based on the business value and impact, and this feature has yet to be requested by more than a few individuals. And, it is only specifically impacting you this severely since your email service provider is no longer providing you service (which is not our responsibility.)
  
  All that said, your satisfaction is our priority, and this feature is in our backlog to be completed as soon as we have capacity. I cannot give you an exact timeline, but it should be 3-4 weeks before it is completed.
  
  Once this feature is available, we'll contact you with additional details.
  
  All the best,
  *******************
  

  Customer Answer

  Date: 03/03/2023

  Complaint: 18720592
  
  I am rejecting this response because:

  Good afternoon ****, I understand the classification of what I selected. I used this as a means of contacting you as your help desk, AKA "***" would not help me answer my questions nor would escalate upon request. In fact, It is impossible to contact you by any other means. That being said, I used this platform to finally reach you. Also, In regards to customer service, SimplerFlex aims to have the best customer service support. Am I not correct? 

  There are several questions that are still not being answered. You stated that this function should be resolved in 3-4 weeks and that you will reach out to me when it becomes available. However, how will you get in contact with me? Will my account still be "active" when this function becomes available? I also applied using my new email ******************** but was declined. Would it not be easier to just activate that account and let this current account perish? 

  I understand that SimplerFlex is not responsible for email platforms becoming deactivated. Nevertheless, I would expect that a company that offers customer support to be able to help out its own employees with superior customer service. I sincerely hope you understand where I am coming from. 

  I haven't heard from you since I first brought this to your attention months ago. Feel free to reach out via email at either ******************* or **************************

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

  

  Business Response

  Date: 03/17/2023

  Hi ******!
  
  Sorry for the trouble, but you can always contact us via email at ********************************** and we'll respond! 
  
  Yes, as soon as this functionality is released, I will reach out to you at the email you've provided to get you all fixed up.
  
  We cannot simply deactivate one account and create a new one. This would cause you to lose your payment and performance history which is important to us. We also are regularly audited based on our processes around granting access, and closing one account in favor for another would cause trouble with this.
  
  I know the wait is frustrating, but I just want to reiterate that this isn't for lack of wanting to help. It's literally NOT possible to currently change your email address. It'd break multiple systems. Our internal team is having to build out this functionality and, to be *****, they are doing it exclusively for you.
  
  I'll be in touch as soon as we have this feature available. Sorry again for the delay and the frustration.
  
  ****

  Customer Answer

  Date: 03/17/2023

   
  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. I completely understand the uniqueness to this unfortunate problem. I do sincerely apologize if this came across annoying. I would like to say thank you for the professional responses and to the team updating/fixing the platform. I am sure the improved platform will benefit not only me, but many other experts in the future. 

  Thank you again for your time. I really do appreciate it. 

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