Complaints

This profile includes complaints for Flex Storage Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Flex Storage Inc.

  2980 NE 207th St STE 307 Aventura, FL 33180-1462

• 

  Flex Storage Inc.

  2719 Hollywood Blvd Ste 1 Hollywood, FL 33020-4821

• 

  Flex Storage Inc

  1600 E Amelia St Ste 300 Orlando, FL 32803-5505

  
• 

  Flex Storage Inc.

  1065 SW 8th St PMB 5012 Miami, FL 33130-3601

• 

  Flex Storage Inc

  11820 Airport Park Dr Ste B Orlando, FL 32824

  

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:04/02/2025

  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.

  We rented a storage unit last month. The company quoted us ****** a month. Its a on property unit which has not moved from the location which it was delivered. My credit card was billed for the monthly fee on the 1st. Then they tried to charge over ******* the same day. Then another ****** that same day. We called on the 1st reported what had happened to the company. We had another attempted charge on the 2nd. Called again spoke to ****/**** a man. We explained again what happened. He stated they had our account with another customer address and it would be corrected and a manager would call us. April 3rd another ****** was deducted from my credit card. Called again ****/**** answered again. I asked to speak to a supervisor. I would not recommend a logistic and storage company to anyone who's customer service and accounting team is so poorly ran!!!!!! We have reported fraud on our credit card due to this not being handled.

  Business Response

  Date: 04/02/2025

  Flex, a *****, *******-based moving and storage company, provides comprehensive moving and storage solutions for residential and commercial clients. Our services include point-to-point moving for local and long-distance relocations, and we can also accommodate multi-point moves upon request.

  Flex has initiated refunds of the charges described in this complaint and is currently investigating the source of the billing error. We appreciate the customer raising this issue with us so we can take feedback and improve our processes.

• Initial Complaint

  Date:03/26/2025

  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 scheduled two separate moves the first 3/21/2025 and the second 3/22/2025. The first move was for a 10x20 storage unit with a 1hr travel time with agreed price of $1000 . Flex ended up charging me for 11hrs $2760 The second move was for a 10x20 storage unit with the exact same amount of stuff as the first with a 1hr travel time and an agreed price of $900. Flex charged me $1,170 I have contacted flex numerous times every day since the first move and have requested a call back multiple times with no response.

  Business Response

  Date: 03/27/2025

  Flex, a *****, *******-based moving and storage company, provides comprehensive moving and storage solutions for residential and commercial clients. Our services include point-to-point moving for local and long-distance relocations, and we can also accommodate multi-point moves upon request.
  We greatly value the feedback we receive from our customers, as it helps us identify areas where we can enhance our services. 

  
  Flex has worked closely with **** ******* to address his concerns regarding his invoice. Flex agents provide prompt callbacks and responses to emails and always responds within a 48 hour window. While we would like to meet **************** demand to have a resolution ready each time he calls, this is not operationally feasible as Flex has multiple customers to support. While the cost did exceed the quoted amount to *******, quotes are only estimates and what ultimately determines the overall cost is labor time. The final cost can vary depending on site circumstances, issues in the field, and if the actual moved inventory exceeds the inventory quoted to the goods carrier. Multiple senior agents with **** have reviewed Schkades bill and confirmed the hours are accurate. As ******* agreed to the hourly rate, he was billed accurately. Flex has confirmed the details of the appointment with the regional field manager as well as with the movers themselves. Flex is amenable to resolving the issue with ******* with a customer appreciation offer but considers the overall labor time valid. ******* is encouraged to continue to work with Flex Support for a resolution.
  

  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23121428
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/30/2025

  As there is no additional text in ********* rejection, Flex stands by our original response. ******* is welcome to continue to work with Flex Support to come to a mutually agreeable resolution.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23121428
  
  I am rejecting this response because:

  I emailed flex yesterday showing them the thousands of dollars price difference between the two moves they poorly managed. What is your mutually agreed resolution?
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/31/2025

  We appreciate our client following up with Flex Support directly. **** will continue to work with ******* directly. **** will not disclose billing details on a public forum.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23121428
  
  I am rejecting this response because: I would like refunding for the the amount flex withdrew from my account without permission even when I told them on the phone and sent a email telling them not to withdraw any money from my account 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/03/2025

  Moves are billed hourly and not at a fixed rate. The hourly charges are disclosed at the time of reservation, while Flex will provide a general quote for the move, the estimated quote is nonbinding as what ultimately determines the overall cost is labor time and the hourly rate. Customers agree to pay for all hourly charges in connection with their moves. Flex has reviewed ********* billing multiple times and determined that the charges are valid and accurate to the service. While we would like to find a resolution with ******* in appreciation of his dissatisfaction, Flex will not refund valid charges for the service we provided.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23121428
  
  I am rejecting this response because:

  the move that took place Saturday 3/22 is not accurate due to the 3 movers Flex hired had to sit around more than half the time waiting for trailers to arrive. A 10x20 unit with 4 trailers does not take 11hrs. 
  The move that took place on 3/23 is a 10x20 unit with the same amount of stuff took 3 movers and 2 trailer @4hrs

  you charged me:

  3/22- $2,760

  3/23- $1,170

  it is very clear that I was way over charged

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

• Initial Complaint

  Date:03/20/2025

  Type:Delivery 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 quote for a 2 day travel from north ****** to to **********. Total cost ****** ******. Pickup and loading my belongings onto their trailer were flawless in one ******** 2: the delivery was sent to an incorrect address, although they had and verified my correct address. Getting any help from customer service was frustrating, promised 30 minute call backs several times and never received those ************* 2: finally spoke with a live support service representative who informed me my belongings were parked at a parking lot in ******* and could not be delivered until the next day Day 3. DAY 3: A guy who said he did not work for Flex Storage delivered a Flex trailer with my belongings.This guy explained he was not able to unload the ********** still calling customer service and requesting escalation to management unresolved. DAY 3: 3-4 hours after delivery of the trailer at my home, 2 movers showed up to unload my belongings into my ******** 3: per the quote contract I paid a balance of ****** after my items were delivered to ****** 3: FLEX INVOICED ME ***** for a storage day due to their driver errors of delivery to the incorrect address on day 2 & delivery refusal on day ******* 3: flex storage made an unauthorized withdrawal from my bank in the amount of ******.I have cancelled my bank card and reported the transaction for dispute, it is theft.

  Business Response

  Date: 03/25/2025

  Flex Moving and Storage is a household goods carrier that offers both long term storage and point A to B moves. Moving service is billed hourly and by the number of movers. Quoted costs are only estimates and are nonbinding as what ultimately determines the cost is the overall labor time. Underquoting the size of the job or other factors outside of Flexs control can cause the cost to exceed the quoted estimate.
  ***** Malvern used Flexs moving service on March 14th and 16th. Following loading service on March 14th, 2025, Flex movers dispatched to ******** address on March 15th. The movers were unable to get in contact with Malvern and unable to access Malverns apartment. The movers waited for 20 minutes on site and tried to contact Malvern via phone. Because she was unresponsive, Flex movers left the job site with her storage unit and goods to safely store on Flexs lot until the items could be returned. The fee for storing on Flexs lot and the labor time charges are valid for the moving service Flex provided. Flex has made a good faith effort to explain these charges to the customer but have been unable to reach a mutual understanding. Our customer is encouraged to continue relying on Flex support for any questions or concerns.
  
  

  Customer Answer

  Date: 04/08/2025

   
  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. A full refund has been made for the UNATHORIZED ******. The company also refunded the ****** I paid originally to them for their service, as compensation for my troubles and disrupted move. Thank You for your urgent assistance in this matter
  
  Sincerely,
  
  ***** Malvern

• Initial Complaint

  Date:03/19/2025

  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.

  The movers came late and my belongings were not delivered on the day that was promised.There was a marijuana scent on some of the workers in the home in *********. They damaged and broke many items.I called 1800 several times, and also emailed the sales *** I was working with several times - the sales *** never responded to my emails or texts. Some of our items were delivered, but we quickly noticed some were damaged. We waited patiently for the team to arrive with the rest of our belongings - a couple of days later they finally arrived after I called, emailed, and complained multiple times. However, to do that I received some unpleasant news including:A driver informed me that they could drop off the shipment to my house, but did not have anyone to unpack it. They asked me if I had someone to unpack it for me. They also drove one truck to a wrong location. I informed them that that truck had very important items that were costly, and leaving it at that location would not be safe.After dozens of calls, texts, and emails, the movers eventually unloaded a few days after we agreed upon with damaged goods.Unfortunately, as I mentioned in addition to the furniture that was damaged and some of it was broken, the biggest piece of damage was the driveway to the house. The movers destroyed my driveway.I have called many vendors in the area, and most of them have mentioned the only way to fix the damage is to ***lace the driveway completely. Please note that I purchased the house less than 2 years ago for $671,840 as a brand new home.I have called dozens of vendors who have been to the house. The vendor that is willing to fix the home provided 2 options - one is $6,741.28 to ***lace the driveway damage (most vendors will not do half), and the other is $10,1060 to ***lace the entire driveway. The proposed settlement of $1,020 does not even cover the damage of the furniture, not including the damage to the driveway. I am requesting $7,741.28.

  Customer Answer

  Date: 03/22/2025

  To Whom It May Concern

  I have attached sample additional pictures from the damage to both the furniture and driveway. I also have pictures from the flat tire with the truck delivered at my house. It is truly unacceptable that the delivers were made late. It was unacceptable that my furniture was damaged, and my brand new driveway was damaged as well.

  Business Response

  Date: 03/25/2025

  Flex Moving and Storage is a household goods carrier that offers both long term storage and point A to B moves. ****** Sukran used ************* for three day moving service on Jan 17, 18th and 19th, 2025. Following completion of services, ****** filed a claim for damages and for her overall negative experience. Flex support reviewed Sukrans claims and supported her closely throughout the claims process. 
  Given Sukrans overall experience, Flex offered above our liability for the damage. Flexs current offer constitutes a 50% refund of services. Flexs liability for item damage is $0.60/lb and Flex reviews household property damage claims on a case by case basis. While **** has made every effort to resolve the claim, Flex cannot meet the clients damage given our limitation on liability. Instances of item damage and property damage are unfortunate but routine in the household goods carrier industry and how these claims are compensated is determined by state law. A household goods carrier is typically not liable for full cost replacement unless a client has paid a premium for such protection, which ****** has not purchased. To maximize her coverage, **** encourages the client to file a claim with their personal insurance and to utilize the settlement offer from Flex to cover her deductible cost. The client is welcome to reach out to Flex support with any and all questions and concerns.
  
  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23089149
  
  I am rejecting this response for a few reasons:

  1. The original agreement was to get the move complete within 24 hours. That did not occur. Instead, the move took several days due to miscommunication, lack of follow up, erroneous information, and overall negligence. I repeatedly asked the customer service representative about the timing of the goods rendered, and he assured me they would be picked up in one piece day 1, then immediately the next day dropped off. That did not happen. 

  The lateness had multiple impacts on the quality of satisfaction including 1) missing time with loved ones who flew in from out of town, 2) not allowing me to have all my bedding items during my final months of pregnancy leading to discomfort, 3) hours of my life calling back and forth with the company.

  2. In addition to being late, the workers were inconsistent in communication with me and gave me false information, including dropping off one of the shipments to the wrong location first and promising me the flat tire truck would be removed from my house. Some of the workers also smelled like marijuana.

  3. The damages to my newborn's furniture is hideous, as well as broken items of furniture.

  4. Lastly, my driveway was severely damaged - and fixing it partially costs over $6,000.

  Providing me with 50% offer is really disappointing, as that alone doesn't cover for the furniture, not to mention the driveway and the emotional/physical toll of the situation. I do not see how 50% is reasonable nor is it fair to customers. I have used moving companies for over 20 years and have never, ever experienced anything like this before.

  I am asking **** to reconsider this offer to be more reasonable given the situation and their commitment to good customer service.

  Sincerely,
  
  

  Business Response

  Date: 04/03/2025

  While we appreciate Sukran's feedback and apologize for the overall negative experience, Flex will not meet Sukran's demand and stands by our current offer given that we have already offered above our legal liability. We encourage Sukran to file a claim with her personal insurer to maximize her coverage.

  Customer Answer

  Date: 04/14/2025

  Thank you BBB and Flex. I have worked with ****. Have a good week!

• Initial Complaint

  Date:03/17/2025

  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 hired Flex ***************************** expecting professional service but instead encountered overbilling, negligence, and unprofessional conduct.From the start, the experience was a disaster. Movers arrived smelling of cannabis, openly discussed it, and handled my belongings recklessly. They failed to bring the necessary equipment, leading to delays, overstuffed trailers, and severe property damage.Despite multiple attempts to resolve this, Flex ignored my concerns, refused to provide a cost breakdown, and forced a lowball settlement without consent.Issues:1. Unprofessional **************** Concerns Movers arrived smelling of cannabis, openly discussed "indica skunk" in front of their supervisor, and handled belongings recklessly.2. Overbilling & Lack of Transparency Charged for four workers, but only three showed up. I had to dispute for a $420 refund.Only two trailers arrived (instead of three), causing overstuffing and delays.Billed for seven hours, including wait time, instead of the actual ~5-hour job.Flex ignored multiple requests for a cost breakdown.3. Property Damage Due to Negligence ($4,000+ in Losses)LG OLED 77 TV destroyed.Bed *************** scratched and dented.Other damaged items: BBQ, projector screen, bar stools, floor lamps, *** backup device, trash bins, plants, and table lamp.Damage caused by:Overstuffed trailers due to the missing third trailer.Failure to secure items properly.Reckless handling.4. Bad-Faith Claims Handling Filed claim on Feb 23, 2025. Flex responded with a $514 lowball offer.Rejected in writing, but they forced the refund and stopped responding.Ignored my request for worker photos from unloading.Resolution Requested: $4,000 for property damage + $270 for overcharges.A written explanation on ignored cost breakdowns & withheld photos.If Flex continues ignoring me, I will pursue all legal options to hold them accountable.

  Business Response

  Date: 03/18/2025

  Flex, a *****, *******-based moving and storage company, provides comprehensive moving and storage solutions for residential and commercial clients. Our services include point-to-point moving for local and long-distance relocations, and we can also accommodate multi-point moves upon request.
  We greatly value the feedback we receive from our customers, as it helps us identify areas where we can enhance our services. 

  
  Flex has offered to resolve the damage claim above Flexs legal liability. Damage claim offers are a matter of policy and are informed by state law. Damage claims are not negotiable and all offers made above Flexs legal liability are good faith offers to resolve the dispute on amicable terms. **** has already addressed, refunded, and resolve the clients billing dispute. **** is not obligated to share internal documentation at a customers request. The customer is encouraged to file a claim with their personal insurer to maximize their coverage. For any and all disputes, the customer is encouraged to reach out to Flex support.
  

  
  

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23076769
  
  I am rejecting this response because:

  Generic answer that did not address anything in my complaint 
  
  Sincerely,
  
  **** ***********

  Business Response

  Date: 03/27/2025

  Flex has made a good faith effort to explain our policies, charges, and resolution to Shushtarian. We have made a resolution offer in good faith to resolve above our legal liability and have addressed Shushtarian's dispute for labor time. While we appreciate and understand Shushtarian's dissatisfaction and overall negative experience, we cannot meet his full demand given our liability.

• Initial Complaint

  Date:03/11/2025

  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.

  As i did my research on moving companies I decided to go with Flex Storage and Moving. I was promised a stress free move with two men and that the company would wrap all my furniture to prevent damage. As the movers proceeded to engage in their work I noticed that the men weren't working together and were single handedly trying to move these pieces of furniture on their own. The men were trying to maneuver the pieces of furniture and even dropped causing a rip in the couch. At first I didn't notice the rip until I starting examining my belongings for damage because the employee came to me with a piece of my furniture in his hand saying he didn't know how it happened. At this time I confronted the lead man on site. He started to get loud and confrontational with me in front of my two children whom are 5 and 9 years old. He denied any wrong doing in the move.I proceeded to contact the company and filled out a claim. I sent them the receipts to everything that was damaged. They came back to me with a resolution and settlement for $675 or so. The damages they caused were well over $3000. I have called numerous times trying to speak to a supervisor. My furniture is all less than 1 years old. My complete bedroom set was ruined and is less than 3 months old which I gave them documentation to. All I'm asking is that my belongings be replaced as they are the ones who damaged everything.

  Business Response

  Date: 03/17/2025

  Flex Moving and Storage is a household goods carrier that offers both long term storage and point A to B moves. Moving services consist of Flex sending movers to a ********s location with a ********************** unit to assist with loading. Once loading is completed Flex movers will transport the storage unit to a second ******** location and assist with unloading the ********s goods. Moving services are billed hourly per the number of movers. Moves are billed upon completion of services.

  
  Flex compensates for item damage at $0.60/lb in line with Florida state law. Flex has worked to resolve the damage claim more to the satisfaction of the claimant and have offered above our liability and has approved an effective refund of all moving costs to the ********. **** continues to work with the ******** but has provided a clear answer that the full demand will not be met given ****'s legal liability. The ******** is encouraged to utilize the settlement offer from Flex to cover a deductible payment with his personal insurance in order to maximize his coverage.
  

  
  

• Initial Complaint

  Date:03/11/2025

  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 called Flex Moving for a quote gave them the address it was being picked up at the address it was going to be delivered. It was two dressers and two end tables for a bedroom they gave me a quote. They said I had to give my credit card , I gave my credit card, but I said what happens if I dont decide to do this and they said no worries you can get your money back but they didnt tell me is that when I did cancel because I didnt get the furniture I was told that it was gonna cost me my deposit and I said I dont understand because you said it was refundable and they said no you waited too late to the delivery day. They said if you would have canceled your delivery day and put it out a week later, then called and canceled it. We would give it back to you. Well nobody told me those rules before I canceled The woman said she would talk to the supervisor and see what his decision was. No one ever called me back they just kept the charge on my credit card.

  Business Response

  Date: 03/12/2025

  Hello, Flex is a moving and storage company that provides Point A to Point B moving services for home goods. **** offers short- and long-distance moving services within ************* area, and offers multi-point moves upon request. 
  We received feedback from ******** ******** regarding a scheduled move for February 27th. The move was planned from *****************************************************, to ***************************************************
  On the scheduled moving day, Mrs. ******** contacted us to cancel the move, stating she could no longer afford our services and had found another mover for a significantly lower price ($200).
  We reminded Mrs. ******** of our cancellation policy, which she was familiar with due to a previous move she had scheduled with us. As per our policy, cancellations result in the forfeiture of the customer's deposit. Mrs. ******** acknowledged this but proceeded with the cancellation.
  Our cancellation policy is designed to cover costs incurred during the scheduling and preparation process. By booking a move with us, customers agree to these terms. The deposit serves as a commitment to the move and helps offset potential losses in case of cancellations.
  We understand that unforeseen circumstances may arise, and we strive to be flexible whenever possible. In some cases, we may offer to reschedule the move or explore other options. However, cancellations made on the moving day, especially due to finding a cheaper alternative, are subject to the full enforcement of our cancellation policy. Below is our published cancellation policy.
  Cancellation Policy
  At Flex Moving & Storage, we understand that plans can change.
  To ensure a smooth process for everyone, we have established the following cancellation policy:
  Free Cancellation:
  Any time prior to 48 hours before your scheduled appointment, you may cancel your appointment at no cost.
  For example, if a pickup is scheduled for Wednesday with an arrival window from 8-12pm, it must be cancelled or rescheduled by Monday before 8am.
  Late Cancellation Fee For Moving Appointments:
  If an appointment is cancelled or rescheduled within 48 hours of the scheduled appointment date and time, you will forfeit your advanced payment.
  Late Cancellation Fee For Storage Appointments:
  A $200 fee, or 100% of your total (if less than $200) should you cancel or reschedule your storage unit within 48 hours of your scheduled appointment.

  Customer Answer

  Date: 03/13/2025

  I did not use another mover, I said when I called them I was trying to get this furniture from a second hand store, it was not an apartment at the pickup address. They did tell me I could cancel if I didnt get the furniture, I called the next day and now I understand why the lady told me I should reschedule out a week, then call back to cancel. I thought I was doing the right thing by being honest and canceling, knowing I could not get the furniture. NO ONE ever said I could lose my $200 !!!

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23049953
  
  I did not use another mover, I said when I called them I was trying to get this furniture from a second hand store, it was not an apartment at the pickup address. They did tell me I could cancel if I didnt get the furniture, I called the next day and now I understand why the lady told me I should reschedule out a week, then call back to cancel. I thought I was doing the right thing by being honest and canceling, knowing I could not get the furniture. NO ONE ever said I could lose my $200 !!!
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:03/10/2025

  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.

  On 11/28/24, I paid ****** per Flex Storage Invoice E4909CB0-0005 for the rental period 11/28/24-12/28/24. Flex Storage permanently removed the trailer on 12/20/24. On 2/12/24, I requested $49.93 to be refunded back to me for the 8 days left in my rental period that I paid, but did not have the trailer. To date, I have not received this refund. On 9/28/24, I rented a flex storage unit at a monthly rate of $187.24. On 10/6/24, I separately transacted $84.53 per Flex Storage Invoice E4909CB0-0002 to temporarily move the trailer from my property to a safe and secure location in anticipation of Hurricane ******. The unit was returned to me with damaged items (items were wet, broken, and ripped). On 11/14/24, I filed a $2,831 claim with Flex Storage to have damaged items replaced. On 2/14/25, Flex Storage offered me $150 (refunded on 2/15/25) the max allowed per Florida Statute claiming that I declined insurance coverage. On 2/20/24, Flex Storage provided me a document dated 9/27/24 that had my name and initials typed and a box checked declining additional insurance coverage. Flex Storage told me that I accepted the terms and conditions, by clicking "I accept" and then continuing with payment. However, there is no online means for transacting business with Flex Storage. All transactions/communication were through a representative on the phone ************. On 2/21/25, I requested evidence that such document was sent electronically to me via email and that I responded electronically via email with such executed document OR verbal communication on a recorded line of that coverage being offered and my declination. To date, I have not received such evidence for the declination of coverage. I am requesting the declination of coverage evidence for both the monthly rental effective 9/28/24 and the temporary relocation of the trailer transaction on 10/6/24 and reimbursement of $2,631 (Claim $2,831 less $150 received) for the damaged items.

  Business Response

  Date: 04/06/2025

  Flex, a *****, *******-based moving and storage company, provides comprehensive moving and storage solutions for residential and commercial clients. Our services include point-to-point moving for local and long-distance relocations, and we can also accommodate multi-point moves upon request.
  Flex bills on a month to month basis and does not prorate for unused days. **** has offered to settle Andersons claim above our legal liability to compensate such claims. While ******** already had a copy of her rental agreement, Flex complied with her request and sent her an additional copy. The document is initialed and signed by ******** in multiple places and ******** unequivocally opted out of additional coverage for item damage. The document additionally states:
  
  No Oral Agreements. This Agreement constitutes the entire Agreement between **** and
  Tenant respect to the subject matter hereto and supersedes any and all prior or contemporaneous
  agreements whether written or oral. No changes by ****** to the pre-printed terms of this Agreement
  shall be effective unless agreed to in writing, signed by an officer with the title of Manager or higher at
  ****. No employee or representative of **** has the authority to waive any portion of this paragraph.
  The use by **** of any information collected from and about Tenant is governed by the Privacy Policy
  posted on the **** website, ***********************************************. **** recommends Tenant visit such
  website to learn more about ****s practices before entering into this Agreement and Tenant certifies
  that it was provided with an opportunity to do so.

  
  Flex has executed our service per the terms of the rental agreement and made a good faith effort to resolve the claim with ******** by offering above our liability. **** is under no obligation to share internal documents at a customers **** and considers this matter resolved. ******** is welcome to reach out to **** directly for any support related questions and concerns.
  

  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23036225
  
  I am rejecting this response because: the document that Flex Storage claims I signed is fraudulent for the following reasons:

  1. The name and initials are typed.  Anyone can type a name and initials and claim it was signed.  

  2. I use my formal name and initials when authorizing documents and this document is not representative of that name or initials. 

  3. This document has never been made available to me nor has it ever been provided to me via email or mail so there is no possible way the document was actually "signed" by me. 

  4. This form is not available through Flex Storage's website to download or complete online nor is there an online portal to create an account to even authorize such document. 

  5.  This "signed" document conveniently appeared after I filed a damage claim with Flex Storage. 

  I requested Flex Storage to provide a recorded conversation supporting that I verbally declined coverage.  In their response to the BBB claim, Flex Storage confirmed there is no oral agreement further implying that no such evidence that I orally declined coverage exists.  So if Flex Storage is confident in their statement that I did sign this form, I will need to be provided evidence on how this form was made available to me to actually decline coverage and sign.  Providing the the form itself does not provide this evidence as anyone within the organization can type a name and initial the form for their records.  I ask Flex Storage to please address the below:

  1.  How this form was made available to me to opt out of additional coverage and authorize (emailed, mailed, etc.). 

  2. If this form was emailed to me, I will need the original email thread/copy with this said document template attached requesting that I review, complete and return.  I will need the time stamp on the email and any other necessary IT audit trail information created from your system to support your statement and legitimacy of the form so that I can have a third party authenticate its validity.      

  3. I will need evidence of the email Flex Storage received from me with the completed and signed document attached.  This, as well, should have a time stamp and other necessary IT audit trail information created from your system to support your statement and legitimacy of the form so that I can have a third party authenticate its validity.    

  4. If this form was created as a result of an online action initiated by me, please provide the email sent to me that was generated/originated from your system confirming completion and authorization of the form by me as well as the email generated from your system providing a copy of that completed form to me.  This email should have a time stamp and any other necessary IT audit trail information created from your system to support your statement and the legitimacy of the form so that I can have a third party authenticate validity.     

  I have requested this evidence multiple time and have yet to be provided or have this information made available to me.  If the requested evidence cannot be provided and/or properly authenticated, I would like the FULL claim payment that I originally requested and my monthly rental prorated for the period that I did not have the storage unit during that month.  

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

  Business Response

  Date: 04/09/2025

  The rental agreement was sent to ******** on 9/27/2024. The confirmation email states "The conditions detailed in this Booking Confirmation shall apply in accordance with the Storage Rental Terms and Conditions and the Terms of Service," and both documents are linked in the email. By using our service, ******** agreed to our Terms. Flex is not liable for full value compensation and does not owe a prorated storage refund. Compensation per the weight and not the value for household goods carrier damage claims is standard practice in the household goods carrier industry and a majority of household goods carriers compensate at what the state defines as the legal minimum. We encourage all of our customers to be informed on a household goods carrier's liability as this information is available freely from the FMSCA:

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

   

  Flex has made a good faith effort to resolve ********** damage claim and has offered above our legal liability. Flex has made a good faith effort  to explain these policies and provide documentation but will not share internal documents, such as recorded calls. We hope to come to an understanding with ******** but will not meet them at full value coverage given that we are not liable for full value replacement.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23036225
  
  I am rejecting this response because no proof has been provided/requests have not been addressed.  Please provide proof of your statements as the "email communication" between myself and Flex Storage does not exist on my end. If this communication exists, an IT audit trail or a copy of that email communication should exist and be easily provided from your end.  The document Flex Storage claims I "signed" with a typed name and initials conveniently surfaced from Flex Storage after I filed a claim for my damages.   
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/15/2025

  Please see attached a copy of the rental agreement that would have been available to ******** as of 9/27/2024

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23036225
  
  I am rejecting this response because my requests have not been provided.  Please provide those specific requests.   From my perspective anyone can type a name and initials into a document and claim that it was authorized and in this case I did not type that name and initials on that form.  The form was never provided to me.  If Flex Storage believes I did authorize this form, I will need to see that audit trail of how that document was made available to me for authorization and how I returned/sent that "authorized" document back to Flex Storage.  It is a simple ask if the audit trail exists.       
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/17/2025

  As we have said previously and will continue to uphold, the document was sent to ******** on 9/27/2024 as part of her confirmation email. By using our service, ******** agreed to do business under our terms.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23036225
  
  I am rejecting this response because I have not been provided the email audit trail that the document accompanied.  
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 04/23/2025

  How can you close this claim when there was no email communication provided that this document was included in.  Flex Storage merely provided a document with a typed name on it.  NO EMAIL COMMUNICATION exists or they would have provided.  I am now interested in filing a fraud claim.  Please advise on if this is handled through BBB or another government agency.  

• Initial Complaint

  Date:03/04/2025

  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.

  One of the worst moving moving experiences Ive ever encountered.The movers were NOT trained and professional. They showed up at different times and without tools for disassembly. I asked why they didnt have tools and they didnt know by,just shrugged. (They were from ***** and didnt speak English, I think this was there first attempt at moving). Finally the ******* came and gave one of them a wrench tool.From there on it was a complete unprofessional mess. They propped up my door with a chair and proceeded to bash by door and walls while moving out boxes. I put in a claim and they refunded me 50 bucks which is laughable.When the time came to disassemble the 2 beds, they did not know what to do. Literally not at all. It was a very simple task with only a few bolts, and it took them over an hour. Finally I jumped in to help them. Just moving a 2BR APT took them over 5 hours! A lot of standing around, on phones, one guy was essentially just spectating. Me and 2 buddies woulda had this done in 2 hours. But they were professional.Reassembly was even worse. They didnt know what bolts to use, I guess they got them mixed up somehow? One guy kept trying to use a ******** drill to s**** it and just ended up stripping the bolt. Use an ***** wrench!! Again, I had to do it myself. Like I said, they were not trained nor professional. It was just a couple kids that Flex likely hired for pennies on the dollar. After a long, brutal day of watching this shitshow unfold, FLEX ended up charging me 3x my quote. Photos below of damage and 2 guys trying to drill in bolts with obsolete drill bit. (while the other guy stands around and watches).Avoid Flex like the plague. They are not a serious moving company. Compete fraud and scam charges for services not rendered. Invoice # listed.

  Business Response

  Date: 03/12/2025

  Hello, Flex, a *****, *******-based moving and storage company, provides comprehensive moving and storage solutions for residential and commercial clients. Our services include point-to-point moving for local and long-distance relocations, and we can also accommodate multi-point moves upon request.
  At ****, we are committed to providing our customers with the highest level of service. We understand that moving can be a stressful experience, and we strive to make the process as smooth and seamless as possible. Our team is always available to answer your questions and address your concerns.
  We greatly value the feedback we receive from our customers, as it helps us identify areas where we can enhance our services. When Mr. ****** ******* brought his concerns to our attention, we responded promptly and took decisive action to address them. Through open and transparent communication, we were able to reach a mutually agreeable settlement that satisfied both parties involved. 
  Mr. ****** ******* and Flex have reached a settlement agreement regarding the complaint filed by Mr. ******** In light of this agreement, Mr. ******* has voluntarily agreed to withdraw his complaint.
  Both parties agree to abide by the terms of this agreement and consider the matter fully resolved.
  We firmly believe that fostering open lines of communication and demonstrating a genuine commitment to customer satisfaction are essential for building strong, enduring relationships with our valued clients. This approach allows us to understand and address their needs effectively, ensuring that they have a positive experience with our company. By prioritizing customer satisfaction and maintaining open dialogue, we can continue to strengthen our relationships and build a loyal customer base.
  
  

  Customer Answer

  Date: 03/26/2025

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/03/2025

  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.

  We need Flex ***************************** to acknowledge and refund us for all the trauma which caused our 7 hour move to last 24 hours ! There needs to be a 100% credit provided to us for all this trouble including some severe damage. (1). First there is the issue of a ANTIQUE CONVERTIBLE TABLE WORTH $800 that had the *** literally ripped off ! The Antique table was not wrapped up and was on the end of a pod as if it was thrown on truck ! (2) Instead of planning with all input we gave ahead , the movers showed up with only 1 pod and needed 3 pods to fit all of our furniture! So they left to go get more pods, wasting 2.5 hours while they went to get pods. (3)Total Disrespect: One mover had a large dresser and to move it he actually climbed up on TOP of my dresser and slid over it to get down! It is NOW Scratched AND DENTED on every side! (4) The movers disconnected our bedframe and put the rails in the pod without the bolts and screws that hold it together. Now cant find bolts so we cant put bed back. (5)They lied and parked their pod overnite at my house & is a HOA issue for me! (6) DELAY DELAY slow stressful delivery! The next day, there was only one pod Meaning two pods were missing! They lied and said the 2nd pod was on its way, but My tracker found it parked ant a warehouse! Movers left for over two hours to get POD2. Then 3 more hours later the warehouse dropped off POD3. but he left the truck LOCKED & did not LEAVE A KEY! The move team sat and waited for 2more hours for the key. Now we had nothing to sit on and no bed. For 3 hours ! THEY started to get some furniture squeezed out a window and was chipping everything!! (7)Then they asked us to BUY a bolt cutter if we want our furniture! So we did buy one they did not refund that cost! The movers told us they asked the Mgr to reduce our price due to many issues but he said NO. Later he sent us only $100 calling all the delays and trauma just damage. No ! That was abuse, trauma, and disrespect!

  Business Response

  Date: 03/16/2025

  Flex Moving and Storage is a household goods carrier that offers both long term storage and point A to B moves. Moving services consist of Flex sending movers to a ********s location with a ********************** unit to assist with loading. Once loading is completed Flex movers will transport the storage unit to a second ******** location and assist with unloading the ********s goods. Moving services are billed hourly per the number of movers. Moves are billed upon completion of services.

  
  The complainant contracted Flex to move goods between locations on November 14, 2024. The complainants communication history with **** confirms that the move was scheduled as a two day move ahead of time at the complainants request. Flex sent confirmation that the move would take place on November 14th and finish on November 15th on the 2nd of November, 2024 and the ******** acknowledged and accepted the itinerary on November 3rd, 2025 via email response.

  
  Following completion of services, the complainant notified Flexs Support team of their negative experiences and item damages. Flex Support reviewed the complainants claim and offered to resolve the claim above Flexs legal liability to compensate damage claims as determined by Florida state law. **** agents have worked diligently to resolve the ********s concerns. The ******** is encouraged to continue to work to resolve any and all issues with Flex support.
  

  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23016062
  
  I am rejecting this response because:

  The company indicates that they have been working with me, but that is not true. When I first wrote them it was over a month before they responded   Then when they responded. They simply sent me $100 for what they call damage to my furniture.  Yes, there was damage to my furniture, but as stated in my initial complaint damage to the furniture was not the major complaint The complaint was that it took almost 12 hours way past the 8 hours that they quoted for packing. Also They lied to me and told me they would not park the furniture overnight in my driveway, but thats exactly what they did the next day. My HOAfined me for that!   On Arrival the next day again they were supposed to unpack within 6 to 8 hours, but it was over 15 hours for them to unpack. At least four hours or wasted when they lied and said they could not find my third truck. I showed them my locator said it was in *****. It took them that amount of time four hours to go get that truck with my extra furniture and bring it to my house. In the meantime they set another two hours waiting for their second truck to arrive after the third truck arrive no one had the key they could not open it. They literally went to ********** to get a tool to break it open however, their manager would not let them buy it so we had to personally buy it because they could not open it. They were suggesting they take one more day and deliver everything the following day, which was not OK due to other appointments in things associated with our move. They also totally ruined an acting table of ours which I sent you a picture of theres no way that was worth 100. Thats probably worth more like $10,000. We think it would be appropriate for all of the discomfort all of the lies all of the waiting and much much more damage for them to completely refund our money because this move was nothing but a horrible trauma they have not continued to work with me. They have been silent until I just now got their response because I reported this to you We do want to settle this with a complete refund of $3500 / but that will not even halfway pay for our antique table.    But if they do not want to buy the table at least they could pay us to have someone come and try to repair that table which they have never offered to do. 
  I thank you for your interest and I thank you for your assistance.
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 04/03/2025

  We appreciate our customer's feedback and apologize for the overall negative experience. While we would like to find a resolution with ***********, Flex has already offered above our legal liability. Moves are billed hourly and not at a fixed rate. Flex will not refund valid charges for the service we provided. We encourage *********** to file a claim with her personal insurer to maximize her coverage.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23016062
  
  I am rejecting this response because:

  Flex seems to think this is about damage only. And they consider $100 an above required compensation. They damaged and scratched every single piece of our furniture due to the mismanagement of their team and pods. They say billed hourly but their incompetence is what created an extensive amount of time on our move. It should have taken 6-8 hours to load and the same for unloading. Instead due to their lack of communication with the scheduler, it took  over 12 hours to load, when they had to go find another pod to move us. They caused us a $100 fine for lying to us and parking overnight on our street!   For unloading that took another 16 hours! due to their not coordinating enough to bring our last pod to our house, and for not ensuring it could be opened!  And they lied saying they had no idea where our last pod was.  My tracker showed it was on their own lot!  Then they still delayed unloading by not having a key to get inside for our furniture.  They MADE US BUY A LOCK CUTTER AND NEVER OFFERED TO PAY FOR THAT $50!  So the tiny $100 they refunded did not even cover our expenses they caused $100 for HOA and $50 for the cutter.  The request for more compensation should be to compensate us for our stress and excess time that we had to wait wait wait while the office did nothing to help coordinate the movers. At unloading one of their movers actually called the office to tell them they were sitting still for 4 hours waiting on a pod and the office should refund us for 3 hours. The office rudely texted back - and the mover showed me - that they would not adjust their fee!  They need to pay to repair our antique table that was not scratched but WAS CRUSHED. MEANING NOT CAREFUL WITH THST AT ALL. They should also refund a significant amount of our total charge to compensate for at least 6 hours waiting time on both ends. They should compensate us for all the unnecessary trauma this caused over 2 entire days. 
  
  
  Sincerely,
  
  ***** ***********