ComplaintsforFlex Storage Inc.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Email sent to **** July 24 2024 for casual labor on July 23, 2024 Per my conversation today, I do not agree with this invoice. One of the 3 people that showed up at 9am (instead of 8am) left at 10am. He was constantly on the phone and did a minimal amount of work. He said he had to leave because his mother was in *** and he could not work. I told him to call your office to get a replacement and I could not authorize him to leave the job. He walked away and we never saw him again.The other 2 people who arrived at 9am, left just after 5pm and took a lunch break. Therefore, they worked less than 8 hours. I would like you to re-calculate this bill (and itemize the costs) to reflect what happened yesterday and to show that we already paid a deposit of $213.I have a need for 3 people next Monday at 8am. If we can't resolve this in the next day, I will need to find a different company to use.

  Customer response

  08/13/2024

  Flex Storage has issued us a refund for the disputed amount.  This was not a repair issue; it was regardin charges for labor used for moving.  At this point, this issue has been resolved.

   

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I hired Flex storage for 3 services. I ordered for a storage pod to my address for a 6/15/24 delivery. I received this pod on 6/17/24 & was charge a fee for delivery & a rental fee to store unit at my home for the next 2 weeks that I will load myself over a 2-week period. My next order was for 6/29/24. I expected another moving ************ to load that pod with all my heavy items. I gave an inventory list of the items that were being stored & the expectant arrival time was 8AM. No one arrived until after 11:30AM. Then my items were packed haphazardly & stuffed into the 2nd pod. When room became scarce, they stuffed items into the 1st pod. I still had to leave my desk & a chair. My expectation was to have the 2 ***S left at my old property (paid fee), then move to WPB. I was quoted ***** for the move. I already paid loading & unloading fee. But I was told by the supervisor on site that, it would be better if my items were stored at Flex Storage facility, until 7/8/24.On 7/7/24, $1105 cleared my CC. I called, was told that I had to pay a new ******************* fee for each *** & another fee for unloading. I was furious. I confirmed delivery time of 8AM, and I was told I was on the schedule.On 7/8/24, no one showed. No one called me or communicated the issues. I called several times & was informed that they were unable to get in touch with anyone at the flex storage facility, I waited, I called, no updates. I was told at 8 PM that my ***S were located & on the way. One *** arrived at 10:30PM, that driver stated that he was told the other Pod was already on site. That was untrue. The help I hired was for 12PM. I started trying to unload the *** myself. I am single mom with a toddler & 85yo grandmother. The workers were unhelpful, one just complained the entire time. I was told the 2nd *** was in route, it didnt show up until 3AM, 7/9/24. After further investigation. This was not my ***. Everyone is tired. But its, 7/9/24, I am still waiting.

  

  Business response

  07/24/2024

  The customer was reached out to by our customer support specialists to arrive at a satisfactory resolution of this issue.

  Customer response

  07/24/2024

  A representative from Flex has reached out to me to resolve issue.  He stated I would get a resolution within 48 hours.  That communication was Monday, 7/22/24. But as of Wednesday, 07/24/22, I have not officially received a refund or an email confirming a refund was issued.  

  Customer response

  07/24/2024

   
  Complaint: 21963116
  
  A representative from Flex has reached out to me to resolve issue.  He stated I would get a resolution within 48 hours.  That communication was Monday, 7/22/24. But as of Wednesday, 07/24/22, I have not officially received a refund or an email confirming a refund was issued. 
  
  
  Sincerely,
  
  ***************************

  Customer response

  08/04/2024

  The issue was resolved with the company. Can you please remove this complaint. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a payment with Flex Storage Representative. I didn't give her permission to store my card on my account or authorize any payments. My card was stored on my account and a payment was taken out for payments owed when we made arrangements prior. I am very upset because I have had major issues when I first started with this . Please have someone call me back

  

  Business response

  07/22/2024

  This customer was contacted by our customer service, who offered her a $100 Amazon Gift Card for the mistake. She accepted and we sent the card (see attached). She filed a complaint nonetheless.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was quoted $450 for 3 hours and 2 movers with an hour of travel time between properties. The move was suppose to start at 9:30 in the morning and it actually started at 8:00 pm. I spent the day moving most of my things myself with my children so they only had half of the things to bring. So if what I was quoted was 3 hours then it should have been much less time. I was quoted 2 movers 4 showed up. if more show up it should go faster especially if its half of the stuff. It took them 6 hours to load the trailer and drive 5 miles and they had to do 2 trips since my move that they quoted me for 3 hours did not fit in the trailer. The movers were very nice but spent half the time talking on their phones and to each other and the other half trying to figure out how to load the trailer, I even assisted with putting items in my car since it did not fit in the trailer and it was taking them so long to do their job . it was getting late and I was up all day waiting for them along with moving my stuff. so I would have less to do the next day.they withdrew $213 on Friday and were suppose to withdraw the rest $227 on Sunday instead they withdrew $958.50 on Sunday leaving me with almost nothing in my bank account I have contacted Flex moving and storage and it took them 4 days to get back to me and tell me they would only refund $300.I am not willing to pay for a job I was quoted 3 hours and 2 movers for $450 that ended up being half of the stuff 4 movers and 6 hours.please let me know what actions I can take Thanking you in advance for. your cooperation ****** (********************

  

  Business response

  06/09/2024

  A refund in the agreed amount of $706.20 was made to *************************** and the issue has been settled. Please assist the customer in the removal of this complaint.

  Customer response

  06/11/2024

   
  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

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The move was to happen May 29, 2024. When booking the move I gave them a complete list of inventory and I was told that they would be sending out a trailer that would fit all the inventory that I gave them. All of my belongings were in a storage unit and all they had to do unloaded from my storage unit onto the moving trailer, then transported to my new apartment in ********* *******. The first person arrived at their designated time which was between 8 AM and 9 AM the helpers Did not arrive until about 11 AM. I paid for them to professionally move my items, but because everything was taking so long and I had more than one storage unit. I felt as if they were taking their time on purpose to charge me more hours so I personally unloaded , one storage unit all by myself and never once was I told not to do that. Its like if they were like great shes doing the work so its less work for us to do! This company also uses a third-party company for their drivers to drive their trailers from one location to the next. These drivers are so rude. I have proofs of inappropriate text messages as well as them sending a trailer that was not big enough for all the inventory. I gave them so they had to send a smaller trailer to finish loading less than 10 pieces of furniture I had remaining. They then ordered a 6 x 10 trailer around 2 PM and I was told that they will be there in 45 minutes to an hour. I was waiting at that storage unit until the driver arrived at 10 PM! All he did was curse me out & said he was just dropping off the trailer he refused to drive anywhere! After one of his higher *** made him make the drive. We did not arrive to the destination until 5 AM! This company broke many items & when complaining, one of the managers have blocked me! They are supposed to reimburse me for any damages and are avoiding me. they have been attempting to charge my credit card again for absolutely no reason when they owe me money for damaging my items! This company is a scam!

  

  Business response

  06/09/2024

  Our customer service ***** has spoken to Ms. ******************** and refunded her, as requested. Attached is her revised review.
  The customer does not know how to remove the complaint and has requested our assistance. Please contact her to help her close the complaint, as agreed upon.

  

  Business response

  06/09/2024

  A refund was made to Ms. ******* as agreed. Please assist her with closing the complaint.

• Initial Complaint

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Flex Storage was hired to move contents of one house to another location. Only 2 trailers were needed and quoted for a 4 hour job at $110.00. The driver -only one - was 45mins late arriving with the first trailer, and then took another hour to go get the second trailer. Then after taking first trailer to the new address only 5miles away, he was more than an hour and a half late to bring second trailer, again which is only 5 miles away. He told customer (me/fiancee) that he was instructed to not get it until 3:30pm ( again he dropped off first trailer at 2pm and just had to go get the 2nd one). I was furious and got a $270 refund after being charged for ALL of the excess time. My quote was 4 x $110 plus an hour of driving so $550 *** i was charged over $800!!!! Hence i demanded and received a $270 refund.However, now unpacking more boxes, they tossed around glassware that was all boxed and wrapped individually with bubble wrap, - glassware heirlooms from 1930 - and they all are broken!!!! Unreal how unprofessional and downright FRAUDULENT this company is. If at all possible i want either full refund or legal help with them. I have all emails, my bank got involved, and pictures of broken glasses. Please Help!!

  

  Business response

  06/06/2024

  The issue raised by *****************************;has been resolved. A refund was processed, and the customer is satisfied. The customer has agreed to remove their complaint.

  Customer response

  06/07/2024

   
  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.  ****** ( business manager) was very professional in resolving issue for me (and the company). 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've attached the complaint letter sent to Flex Storage with an itemized list of all that was damaged. Essentially, we hired Flex Storage to "Store" our belongings until we were ready to move into our new place. Approx 3 weeks. We paid to have the pod in their facility. On October 7, we started moving our things & realized our belongings has water damage (mattress, furniture, boxes - which included important papers, memorabilia that cannot be replaced and clothing). My clothing had grown mold. We told Flex Storage about the issue and they have not been helpful at all. They offered 2K (originally 500$), but that hardly covers the mattress that was ruined. We have been dealing with this for over a month trying to get a fair resolution, but they just use stall tactics and keep postponing. The latest excuse from them was 2 weeks ago, they said that they tested the pod and it didn't seem faulty. This is over a month after we told them of the water damage. They did not test the pod right away and who knows if they tested the one that we actually rented. Either way, these pods are made to sit outside, which means that they need to protect whatever is inside. A promise I received from ***** when we first inquired about their service. They (****** has been our POC) said that it's possible the pod was too full, but they also never gave us any specific instruction when it came to loading the pod. What does too full even mean? How do you measure that? Why is that the speculation? They just seem to keep coming up with whatever excuse despite being responsible. We have young kids, and although their mattresses did not get wet, the fact that there was mold on some of the clothing and possibly our mattress, is worrisome and a health hazard. Not only are we disappointed in the service (making our move a nightmare), but we are even more disgusted at how they have treated us afterward. No fair resolution. We have lost a lot of valuable things and have been paying the price.

  Customer response

  11/14/2023

  ***BBB Has Received Additional Information From The Consumer***
  

  "Flex Storage is horrible. This solution of a pod would have been great if they would have delivered what they promised - protecting our belongings in their storage pods until we are ready to have them dropped off at our new place. We had our things in the pod for about 3 weeks, and when we opened our pod to move our things into our new place, we discovered our mattress was completely soaked, a bunch of our furniture became warped and completely ruined due to water damage, and my clothes that also got wet, started growing MOLD! So gross. Although they've admitted that it was a manufacturer problem (after seeing pictures) of how some of the pods are built (there was a slight crack in the pod), they've been using stalling tactics to come to a fair resolution to compensate over 10K worth of damaged belongings. We've been dealing with them since October 7. Completely unprofessional and careless service. Very disappointed and unexpected because the staff was super responsive and when we first engaged with them."

  

  Business response

  11/22/2023

  Tell us why here...To whom it may concern,
  
  Flex has communicated several times with both ***** and her husband and have attempted to resolve the issue directly with them.
  
  Flex explained to the customer that the ********************** unit did not have a crack or any failure. The reason the customers' items were exposed to water was due to over packing the unit, and the door was not properly closed (done by the customer, as they loaded the unit).
  The unit was loaded past the point of the flooring cover, causing their furniture to apply pressure against the back door.
  The manufacturer confirmed, through further testing, that the trailer did not have a crack as the client stated.
  We attached the renters agreement to this response. Our renters agreement states that all furniture must be properly wrapped.
  The mattress was not in a properly sealed bag by the Customer.
  The wardrobe was not packed with shrink wrap and was put into the storage unit without being wrapped. More over, our renters agreement states that nothing valued over $500 should be placed into the unit.
  We offered the client a $2000 compensation from our customer service department. The client declined the offer and unfortunately that is already beyond the maximum we can reimburse. The customer declined to purchase our protection plan when scheduling with our company. The customer was informed that they could use a third party insurance (such as homeowners' insurance).
  We have tried everything. unfortunately, with no success. If the BBB has a better solution we would love to hear and resolve this issue ASAP.
  
  Thank you

  Customer response

  11/27/2023

   
  Complaint: 20865148
  
  I am rejecting this response because:

  Flex Storage has NOT tried everything to resolve the issue. On the contrary, WE have tried everything for the past couple of months to avoid escalating the issue to an organization like BBB, but Flex kept using stalling tactics to answer us. This could have been solved within the week we complained, which was October 7 (official itemized list after we assessed our furniture was sent on October 12). We were first offered $500, which is an insult after we provided an itemized list of all that was damaged. We've repeatedly called and followed up with ***** and then with ******. We've been the ones that have remained on top of the situation looking for a fair solution. If we weren't consistently following up with Flex, Flex would have not tried to resolve the situation. Every time we spoke to ******, he said he had to speak to someone else and that would take days. Over a month after we complained about our furniture, Flex decided that the reason our things were damaged was because it was over packed. First, why couldn't Flex figure that out the day we brought this to their attention on October 7? How do you over pack a trailer and have the ability to close it? Additionally, if these trailers are so sensitive why didn't Flex personnel advise what "proper" packing looks like? Or why didn't they inspect the trailer once it was received at their facility? Or why didn't the driver make sure everything looked good before taking the trailer? Flex clearly failed to communicate any type of guidelines, if in fact, our things were damaged because of our own packing. Also, saying we "denied" the 2,000$ compensation is a flat out lie. When we spoke to ******, we told him $2,000 (which Flex offered a week before we submitted our BBB complaint) does not even cover the mattress and that we need a higher number. ****** said he would talk to the higher **** We escalated to BBB because ****** said he still wasn't able to meet with them. This run around is exhausting. The mattress was sealed in a plastic bag, but enough water got in the trailer that it seeped into the bag, while damaging a lot of other things. How can Flex state that it was not sealed? They had no personnel there assessing the situation. Also, how could Flex expect that valuables under $500 be stored if we are talking about using something like a pod to temporarily hold an apartment full of things. At the minimum, we ask for $5,000 to cover the cost of our mattress. Finally, we only saw the rental agreement after ****** recently sent it to me. It wasn't something we physically signed and neither one of us recall clicking a box when we placed the order after speaking with *****. Either way, we just want a fair solution so we can move on. 

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

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were renting 3 units with ******** Storage in *******, **. These units were in 3 separate buildings located at one facility. ******** was sold to Flex Storage in May 2022. Shortly thereafter, Flex increased the rent on our units - the unit in dispute went from $98 with ******** to $115 with Flex. A month or so later, storm damage occurred to the roof on one of the buildings, which resulted in water leaking into our unit, damaging our belongings. We contacted Flex and reported the leaking roof. We were told it was being taken care of. Multiple times over the following weeks and months, we called about not seeing any repairs. Each time, we were told it was being taken care of. Due to the damage and slow response by Flex, we decided to vacate this unit. We took pictures of the damages to our property. A Flex agent came to inspect the empty unit, and she agreed that water leakage was visible in the rafters. We sought compensation from Flex for the damage to our property, which they denied. Eventually, we reached an agreement for 12 months free rent on another unit we were already renting, which took effect Dec 1 2022. Also effective on that date was a rent increase on the 'free' unit to $133. We continued to receive billing and past due notices on the unit, which we brought to Flex's attention. To eliminate this billing issue a Flex employee vacated us, in their system, from the unit. We immediately asked them to reinstate us. This lead to a new monthly billing rate of $339. We vehemently disputed that amount and was told by Flex not to worry, it was just an arbitrary number. With December 1, 2023, a number of weeks away, we recently contacted Flex to confirm the monthly rent would be reinstated to $133. We have been advised that the monthly rent is, in fact, $339. It appears Flex is trying to recoup the free months, given to us in good faith, by almost tripling the monthly rate. This is absolute price gouging, and we are asking to be reinstated to $133 a month.

  

  Business response

  10/31/2023

  Dear BBB,

  The review in question is of a different company.
  Our company, Flex Storage Inc., operates in South ******* only and does not conduct any business in other states.
  It is clear that this customer has reviewed us in error, while attempting to write a review for a company called "Flex Storage - Corinth" (see customer's attached invoice).
  This is the company in question for this review: ************************************************************************************************************************
  And this is our company, Flex Storage Inc.: ****************************************
  As you can see, we are not the same entity. 
  I've attached the two different logos for your reference.

  We ask that you remove this complaint from our page ASAP.
  
  Thank you.

  Customer response

  10/31/2023

   
  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. My apologies for the incorrect identification of the Flex Storage business. I will resubmit my complaint for the Flex Storage business located in MS. ***** my apologies,. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Flex Storage was secured to provide trailers to load and move my home belonging from *****, ** to ********* **. Obviously the move was chaotic and very stressful. They charge often and frequently for each item. Many charges that were not disclosed clearly upfront. "long distance" travel of $1000 was not disclosed upfront. Charged for 5 trailers and only 4 were utilized, delivered and loaded. Tried for 3 weeks to resolve. Very slow to respond and then only to put orff for a few more days. The nickel and dime you with undisclosed fees. They do not provide accurate estimates. They will double bill you and then ghost you.

  Customer response

  08/08/2023

  After filing this complaint, the company reached out. We were able to review the receipts and they provided an appropriate credit. Issue is resolved. 

  Thank you

  

  Business response

  08/13/2023

  This complaint is from a disgruntled ex-employee who worked for Flex for a total of two days before being let go for a problematic attitude. He has been posting bad reviews about Flex all over the web as revenge.

*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. ↩