Complaints

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

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  Flexcar, LLC

  200 Pier 4 Blvd Fl 7 Boston, MA 02210-2453

• 

  Flexcar, LLC

  200 Pier 4 Boston,, MA 02110

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:03/27/2025

  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.

  Nature of the Complaint: I am filing this complaint regarding Flexcars handling of a damage fee, billing practices, and overall communication. Despite my repeated efforts to resolve this matter directly with the company, I have not been able to reach a fair resolution, which has left me in a highly stressful situation.Details of the Issue:I made a $670 payment for my monthly plan renewal, which should entitle me to keep the vehicle until April 6. I have receipts confirming this payment. However, Flexcar has suggested returning the vehicle prematurely, which contradicts the terms of my renewal and my financial obligations already fulfilled.Flexcar has imposed an additional cost of $380 per week, which I find to be unreasonable and excessive. To put this in perspective, $380 represents roughly one-third of the median weekly earnings for full-time workers in *****************. Such a cost is unaffordable for many, including myself, and raises concerns about fairness and consumer protection.The $1,500 damage fee I have been charged is for an incident resulting from a hit-and-run accident, which was not my fault. While I understand the need for such fees, I am only able to work out a payment plan for this in good faith.I am currently unemployed and a parent caring for a child, which has added to the immense stress caused by this situation. Balancing these personal challenges with the demands of Flexcars policies has been incredibly taxing on my mental health.Actions I Have Taken:I have attempted to resolve this issue directly with Flexcar through multiple emails and correspondence.I have reached out to the insurer and am actively communicating with them regarding this matter.I have requested an in-person damage assessment to ensure an accurate evaluation of the costs, but Flexcar has yet to confirm this.I sincerely hope Flexcar will take this complaint seriously and collaborate with me to find an equitable solution.

  Business Response

  Date: 04/01/2025

  A team member has already been in touch internally and resolved the issue. Out of consideration we revised payment plan of $154.68 per week for 10 weeks. We hope this arrangement feels more manageable given your current circumstances and reflects our intent to resolve this matter fairly.

  Customer Answer

  Date: 04/01/2025

   

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ************

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Refund Not Processed from Flex car.Associated mail with Flexcar : *************************************************** number : ************.We took Flexcar rental by 1 PM on 10th March at Flexcar office (******************************************). I am extremely frustrated with the delay in processing my refund for the rental I took on March 10th. Due to multiple issues with the vehicle (wobbling, acceleration problems, and cabin noise), I visited Flexcar office (******************************************)on March 11th at 10 AM. After an hour of inspection, Flexcar team confirmed the issue and informed me that it would take another one to two hours to resolve. I was given the option to either switch to another vehicle or receive a refund. I chose the refund option and returned the car immediately Despite following the proper procedure, it has now been 10 days, and my refund has still not been processed. The rental amount of $582.64 (charged to my BOA card) and the additional driver fee ***** (charged to my Amex card) remain unreturned. This delay is completely unacceptable.I demand an immediate resolution and expect my refund to be processed without any further delay. I tried to call flexcar customer care twice but , they kept me in a queue for long ( 15 mins on 18th March & 55 mins on 20th March). No solution or no proper response .Looking forward to your immediate action. Please help .

  Business Response

  Date: 03/25/2025

  After reviewing your account, we can confirm that your full refund has been processed as requested. This includes:
  $582.64 car cost
  $21.20 additional driver cost
  

  Please view the screenshot attached for confirmation. While the refund was completed, we acknowledge that it was delayed beyond the typical processing timeframe. We understand and fully empathize with your frustration, especially given the vehicle issues you experienced and the time you spent trying to resolve the matter.
  
  To assist further, we have attached proof of the completed refund along with the ****. You may share these numbers with your respective banks to help them track the transactions more efficiently, should there be any additional delay in the funds appearing in your account.

  ****** ARN: 24011345081100076479837

  582.64 ARN 2: 24011345080100111554231

  21.20 ARN: 24011345069500076072332

  We appreciate your patience and thank you for bringing this to our attention so we could resolve it appropriately. Please dont hesitate to contact us if you need any further assistance.

  Customer Answer

  Date: 03/25/2025

  Dear Better Business Bureau,
  
  
  I am writing to express my gratitude for your assistance in addressing my complaint (#********). After reviewing the response submitted by Flexcar, I am satisfied that their resolution effectively addresses my concerns.
  
  
  Although there was a delay in their response, I truly appreciate Flexcars willingness to reconsider my genuine concern. Initially, they offered a partial refund, but after my request for a fair review, they demonstrated great customer care by providing a full refund, which I genuinely value.
  
  
  I understand that by accepting the businesss response, my complaint will be considered closed as resolved. I also want to extend my thanks to the BBB for facilitating this process and for your dedication to promoting fair and transparent business practices.
  
  
  Thank you again for your support and commitment.
  
  
  Best regards,
  Jeeva C V
  
  
  

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing today because I was a loyal customer to ********************** for over 2 years. When I signed up I was told I have to put a $250 deposit down that I will get back when I return the car.When I returned the car I was told to expect my $250 deposit returned within ***** ********'s been about 2 months since I returned it and all I get is fake excuses from customer service **** that their credit card service is being upgraded and they can't send it yet, and that they will escalate the request. When I call again a day or two later, we start this process all over again.I'm tired of it. I would like my $250 returned to my credit card ASAP.Furthermore to my surprise when I log into my FlexCar account now, the account seems to have been wiped out, I have no access to my transaction history, or anything.I expect a resolution ASAP.Thank you,**** ************

  Business Response

  Date: 02/25/2025

  Hi ****,
  
  Regarding the $250 deposit refund, we understand the importance of timely refunds and sincerely apologize for any frustration caused throughout this process. After our internal review, we can confirm that your $250 deposit was refunded via a chargeback, which was accepted and processed on February 14, 2025. While we recognize this may not have been the refund method you initially preferred but when the charge was disputed and we accepted this completed the return of your $250 deposit. We have attached documentation confirming the chargeback acceptance.

  As for the issue regarding your Flexcar account access, our system shows that the account is fully operational on our side. However, we understand the concern that the account appears to have been wiped out from your perspective. To assist in resolving this, we kindly request that you provide a screenshot or any evidence of what you are seeing when attempting to access your account. This will help us pinpoint the issue and work towards an appropriate resolution.

  If you need any further clarification or wish to discuss this directly, please dont hesitate to reach out.
  
  
  Sincerely,

  Flexcar Team 

• Initial Complaint

  Date:02/24/2025

  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.

  within the last 4 weeks. My granddaughter's car was taken by Flexcar cause she was a little late and we paid it, she was a customer for about 2 year, We are getting the runaround ti get her belonging They won't tell us the address where it is said she needed an apt last week filed for one for this morning at 9:00am and said they would send her a confirmation and never got one. We have spoken to carflex,com and the only thing they give is their first name they are told not to give any other info, There persons first name is ***** no help what so ever. They claim they have no info where it is. Called and filed complaint with AGO and they told us to inform the police but what good is that if we have no idea where the place is. I have so many emails to them and they don't return them and won't call me back. The phone is very important as my granddaughter has me tracked for my blood sugars with her phone so this is vital to the situation, Her phone was 3 days old when they took the car from her workplace, we tracked it for several days but would not let us come and get it but now the phone is dead and we can't track it anymore. WE need help don't know what to do from here. We call that 2734 # and can't get any answers, They pray on young adults and it's no right. Please help appreciated ***** *** (grandmother)

  Business Response

  Date: 02/28/2025

  Thank you for bringing this matter to our attention. We would like to clarify the situation and outline the steps that have been taken to assist the account holder.
  
  The vehicle in question was repossessed on February 4, 2025, due to non-payment and a history of delinquency. The account holder, ***** **********-***, was previously notified of the overdue balance and given the opportunity to return the vehicle before repossession was initiated. After multiple attempts to resolve the outstanding balance, the vehicle remained unreturned, leading to its recovery by our third-party vendor, *********************
  
  Following repossession, personal belongings left in the vehicle were inventoried by our third-party vendor. On February 19, 2025, we emailed the account holder with detailed instructions on how to retrieve her belongings, including the necessary steps to schedule an appointment with ********************* While we understand that there may have been communication challenges, it is important to note that appointment confirmations and scheduling are handled directly by the third-party vendor.
  
  Flexcar does not control or oversee the operations of ********************* and any issues related to appointment scheduling should be addressed with them directly. However, we remain available to assist in any way we can to facilitate the process.
  
  Additionally, per our Membership Agreement, Flexcar is not responsible for personal belongings left inside the vehicle at the time of repossession. We recognize the importance of the phone in question and strongly encourage the account holder to follow the outlined retrieval process.
  
  For any further assistance, we kindly ask that the primary account holder, ***** **********-*** to review the email sent with instructions on how to pick up their belongings. 
  

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two complaints:Complaint 1:I signed up for their month to month car lease program and at signup I gave a $250 deposit that is to be returned when I end the lease program. Over a month ago I ended my subscription, and the person at their office when I returned the car said I will receive the $250 deposit back in ***** hours. We are now over 5 weeks and waiting.I have emailed customer service and I get a repetitive 'we are escalating this to management' and nothing happens.Compaint 2:I noticed a random charge on my account that I never authorized on January 3rd 2024. Total of $466.60. I never agreed to this or even know what it is. I request this to be refunded. The site claims its a Damage Fee during a swap, but during the swap I was informed that everything is good and covered by the representative at their location. Then they surprise me with that? They have to tell me then and there if there is a damage that is not covered. How do I know they didn't do it themselves and then charge me?Also I was promised a $50 credit for driving all the way to ******, MA for the swap. That was never credited.

  Business Response

  Date: 02/10/2025

  We sincerely apologize for the delay in processing the refund and for any frustration this has caused. Unfortunately, we have experienced some issues with our payment processor, which has impacted the timeline for returning deposits. However, we are actively reaching out to all affected customers and will be providing alternative reimbursement options by the end of the day.
  
  Regarding the damage charge, our records indicate that the return assessment documented damage to the windshield, and the customer signed off on the assessment, acknowledging the noted issues. We understand that unexpected charges can be frustrating, but our policy ensures that customers are informed of any damages at the time of return. If there were any concerns about the validity of the charge, a dispute could have been raised earlier. Our *** does not show any prior dispute of this charge since it was applied in January 2024.
  
  As for the $50 reimbursement, our policy only grants credits for visits to the hub related to maintenance services, not vehicle swaps. In this case, the customer was already granted a free swap, which typically carries a $199 fee. Additionally, while the customer mentioned being promised a credit, we do not have any recorded interactions confirming this. That said, we are happy to follow up and verify if a credit was indeed offered.
  
  We appreciate the patience and understanding as we work to resolve these issues.

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  When we returned the car no one stated any damage costs. The gentleman was swift with his work.  When we signed up we were told the program includes coverage for any damages, as in the past when we needed new tires, you guys quickly took care of it at no cost by sending us to ******** and picking up the tab, as that is what the monthly payment included when we signed up!

  I have included two photos with metadata showing the windshield was returned in tact on December 21st, 2023. The metadata also includes location of ******, ***

  I unfortunately cannot find proof of the $50 miles credit, so I am willing to give up on that. 

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Kyriaki

   

   

  Business Response

  Date: 02/19/2025

  Thank you for your continued engagement and for providing additional details regarding your concerns. We want to address all points raised clearly and concisely.
  
  Regarding the $250 deposit refund, after a thorough review of your account, we confirm that the full amount was refunded. Due to how the initial payment was processed, the refund was distributed across three separate invoices, as there was no single invoice reflecting the full $250 deposit. The refunds were applied on the following dates: December 20, 2024, December 26, 2024, and January 2, 2025. We understand that this may not have been immediately clear and apologize for any confusion or inconvenience this caused.
  
  Concerning the damage charge of $466.60, this fee was due to damage sustained to the rear windshield during your rental. Our records show that you filed an incident report on December 18, 2024, acknowledging the damage. As per your insurance coverage, which includes a $500 deductible, any damage costs up to this amount are the responsibility of the renter. Since the repair cost ($466.60) was below the deductible threshold, it was billed directly to your account. The photos you provided do not reflect the specific damage to the rear windshield. For transparency, we have attached our own images that document the damage.
  
  We understand that you expected immediate notification regarding damage costs during the vehicle swap. While our policy ensures that any damage is recorded and communicated, there may have been a gap in real-time communication at the location. We are reviewing this internally to improve future customer experiences.
  
  As for the $50 mileage credit, again, we are willing to accommodate that if you would like the credits. We hope this response provides full clarity on the concerns raised. Flexcar remains committed to transparency and fairness in all customer interactions. Please feel free to reach out if you require any additional information or further clarification.

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The reason I sent pictures of the windshield is because your previous message said the windshield was broken, which was not. Yes the rear window was damaged.

  Please provide me a document regarding the $500 deductible and me signing in agreement. When I signed up I was told 'everything is covered'.
  
  When I returned the car, the person at the counter told me that I am all set, and that there is nothing else due.

  I would like to see a document from when I signed up saying that glass under $500 is NOT covered. I would have gotten the glass replaced myself, but again I was informed 'everything is covered'.

  As for the $50 credit for the milage, yes please send that back to my credit card.

  I await a resolution.

  Thank you,
  *******

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Kyriaki

   

   

• Initial Complaint

  Date:02/03/2025

  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.

  Flexcar offers car rental subscriptions that are advertised as located in major cities around the **. I rented a car from them on December 17. The car that I selected online is supposed to have basic cleaning and inspection prior to pick up. The car given to me was not inspected, lacked of gas and was covered in stains all over. I contacted Flexcar support the same day and requested help. I was told that I could swap the car as soon as I sent pictures of the stains. I submitted the pictures and been waiting since to find a resolution. The car also lacks of basic features like Carplay which is advertised online. Flexcar doesn't reply to emails, or does follow up with cases. The pick up location is advertised to be in ******* but its actually 20 miles out of the city limits, given that the subscription is mile based it ends *** costing the user to pick up the car. This is supposed to be included in the annual subscription and the monthly rental cost that are charged separately. At this point I truly would like to swap to a car that is clean and has basic safety features as advertised in the website

  Business Response

  Date: 02/06/2025

  The customer initially reported issues with the condition of their rental vehicle, including cleanliness, fuel level, and missing advertised features. Upon receiving the complaint and photo documentation, our support team confirmed eligibility for a vehicle swap. While there was a delay in processing the request, we have since scheduled the swap, which is set for pickup today, February 6th.
  
  Regarding the pickup location, our advertised service areas include major cities, though some vehicle pickup points may be located outside strict city limits. We understand this may have caused some inconvenience, but all locations are disclosed prior to booking.
  
  We appreciate the customers patience and are committed to ensuring a better experience with the replacement vehicle. If any further concerns arise, we encourage the customer to reach out to our support team for immediate assistance.

• Initial Complaint

  Date:02/02/2025

  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 rented a car in the summer and they have a policy that if you rent for less than 4 months you have to pay an additional 200 dollars, and you have to pay this money upfront and you get refunded after the 4 months, (as attached). so I took it for 4 months what in this case they had to refund me the 200 dollars but I didn't get back the ******** addition, I got the car with some scratches and when returning the car they charged me $976.69 for scratches even though I paid for more expensive insurance that the deductible should only be $500 and even part of the scratches was there before, after contacting the company they sent me the invoice from the mechanic and it stays there that they fixed the whole car with my money even those what they agreed that it wasn't my ******** after reaching out to them multiple times and no response I'm reaching out to BBB should reach out to them to resolve the issue as soon as ************ can reach out to me if more info or proof is needed.Thank you

  Business Response

  Date: 02/06/2025

  Our response addresses both concerns raised by the customer:
  ******** Charges:
  Based on the images provided, the pre-existing damage documented at the time of rental does not appear to match the damage observed upon return. Per our policy, any unreported damage is the responsibility of the renter, and the full repair cost applies if a claim is not filed at the time of the incident. This aligns with our membership terms; 5.4 Liability Coverage, which requires timely reporting of new damage. Since no report was filed, the full cost of repairs was charged rather than the deductible rate under the insurance policy.
  2.Refund of the Summer ***************** customer paid the required summer surcharge upon rental, which was correctly credited back to their Flexcar account after four months, per our policy. However, it appears the customer expected a direct refund to their bank account, whereas the credit was applied for future use with Flexcar services. The funds remain available for future rentals but are not issued as a cash refund.
  
  
  If further clarification is needed, we encourage the customer to review the rental agreement and policy terms or reach out to our support team for additional assistance.

  Customer Answer

  Date: 02/16/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  1) Because the car had some scratches before pickup as attached before I didn't report it because as the company policy you don't have to report anything less than 6 inches, so because it had scratches before I didn't notice anything new that I should report, If they would've give me a car with out scratches I would notice if there would be new scratches.

  2) As attached before the company charged me for some other damages what they agreed that it's nothing related with me and they just fixed the whole car on my costs.

  So because of my 2 above claims I'm rejecting the company's response.

  
  
  Regards,

  ******

   

   

  Business Response

  Date: 02/19/2025

  
  1. Damage Charges:
  Upon reviewing the case and the attached documentation, the damage found on the vehicle at the time of return was not present prior to the rental. We have included both pre- and post-rental images to support this assessment. As outlined in our Membership Agreement Section 5.4 Liability Coverage, any new damage incurred during the rental period must be reported by the member at the time of the incident. In this case, no damage report was filed, and therefore, the $500 deductible does not apply. Per our policy, unreported damages are the renters responsibility, and the full repair costs are charged accordingly.
  
  2. Refund of the Summer ***************** $211.44 summer surcharge was correctly refunded as an account credit, in accordance with Flexcars policy. These funds have been available on the customers account for future use. We understand the customer may have expected a direct refund to their original payment method; however, as per our policy, refunds of this nature are issued as Flexcar account credits for future rentals rather than as cash refunds.
  
  We have maintained transparent and consistent communication with the customer throughout this process, ensuring they were informed of both the surcharge credit and the damage assessment.
  
  We remain committed to resolving this matter fairly and respectfully. Supporting documentation has been attached for further review. Should you require any additional information or clarification, please do not hesitate to contact us.
  
  Sincerely,
  Flexcar 

  Customer Answer

  Date: 02/20/2025

  Dear Better Business Bureau,

  I hope this message finds you well! Im reaching out to discuss my recent experience regarding complaint # ********. After reviewing the business's response, I feel there are still some important issues that havent been fully addressed, and Id love your help in resolving them.

  Id like to highlight two main concerns:

  1. The initial condition of the vehicle posed a challenge for me in identifying any additional damages. The car I received was already quite scratched, which made it difficult to spot new issues. Because of this, I believe it's fair to say that I shouldnt be held responsible for not reporting damages that were already present.

  2. The images provided by the company show damage only on the passenger side at the rear (please see the attached documentation). However, the mechanic's invoice outlines multiple charges that dont reflect my usage of the vehicle.

  Considering these points, I would greatly appreciate it if the company could align with their policies and applicable laws by issuing a complete refund for the charges incurred.

   

  Thank you so much for your attention to this ******* truly appreciate your support!

   

   

• Initial Complaint

  Date:01/27/2025

  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.

  First, I would like to say I have tried reaching out to them prior to this but I havent gotten any response at all. Theyre ignoring & treating this as minor. I rented a car with them for 6 months. On 1/26, they repossessed the vehicle due to an overdue balance. My balance was $1003.46 which i paid in full prior to vehicle retrieval. On 1/20, I made a payment of $911.24. That payment itself brought my account current. Because they charge you for mileage once you go over (which is insane), i had to pay another payment of $92.22, which was made on the 25th. I have sent them bank statements showing proof of payment. I have sent them the page on my Flexcar app where it shows that there is no balance. If it were, it would be at the top of the page. I also have my billing receipt page where it shows that it was paid. If it was not paid, it would show overdue balance in red with an exclamation ***** It does not, which further confirms payment was received. This is not the first situation I have had with them regarding payment. On multiple occasions, I have made payments and Im told that they havent got it. I never retry the payment method or anything, I wait, then somehow, they tell me that the payment was received. Days later.. on its own.. Clearly, its a system delay, which has absolutely nothing to do with me. Flexcar repossessed the vehicle wrongfully and no one has an answer for it. All of my belongings were inside the car as I had no knowledge that a repossession was going to even occur because my balance was zero. If that was the case, I would have returned it myself. I walked outside preparing to go to work and I see no car in my driveway. I have paid THOUSANDS of dollars to Flexcar (total: $7,679.39) and might I add, the car has broken down MULTIPLE MULTIPLE times but I dealt with it as I needed the vehicle. This whole thing will affect my credit for no reason and also this has put me in an unnecessary situation. I have no transportation due to them.

  Business Response

  Date: 01/29/2025

  We sincerely apologize for the inconvenience and frustration this situation has caused. We understand how distressing it must be to have your vehicle repossessed, especially when you believe your payments were up to date.
  
  Upon reviewing the details of your case, we acknowledge that you made payments and provided evidence of them. However, our system did not reflect these transactions, leading to the repossession. We recognize that if this was due to a system error, the repossession may have been conducted incorrectly. Additionally, we acknowledge that there were delays and unhelpful responses from our teams, which contributed to your frustration.
  
  To resolve this matter, we are actively investigating whether a system issue caused your payments to go unrecorded. If it is determined that the repossession was in error, we will work to place you back in a vehicle as soon as possible. Additionally, we are reviewing our communication processes to ensure that customers receive timely and meaningful responses in similar situations moving forward.
  
  We appreciate your patience as we work to address this, and we will follow up with the necessary corrective actions once our investigation is complete.

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  I added another attachment showing a reference ID #. If payment was not made how come I received all these confirmations? How come nowhere on my app it shows me that there is an overdue balance. I would not be going to this extent if i seen that it says overdue IT DOES NOT. On here you are acting very concerned but when I call and email, you guys are extremely rude about it and treating this situation as minor. Please dont pretend to be concerned now that i have escalated it to this point because when i tried to civilly communicate you were rude, not responsive, and disregarding me. This is unacceptable. If a payment was not made and I have an overdue balance, there should be NO possible way that on my end it shows clear and paid. When i speak to someone, you all are implying that i am lying. I am out of work AND transportation because of you.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Shikeria

   

   

  Business Response

  Date: 01/31/2025

  We understand your frustration and sincerely apologize for the difficulties youve experienced. We want to be transparent about our findings and acknowledge the inconvenience this has caused.
  
  Upon further review, our records indicate that some of the payments in question were unsuccessful. Specifically, two out of eight payment attempts failed, while others were placed in a Blocked state due to multiple unsuccessful attempts; you may find this in the screenshots shared. Additionally, our internal review of your account shows that an outstanding balance would have been displayed on your account; a screenshot of this and a list of each receipt are attached.
  
  We regret any poor experiences you had when reaching out for assistance. Our goal is always to provide clear and respectful communication, and we take your feedback seriously. We cannot override the systems findings, and as such, we stand by our initial decision made. 

• Initial Complaint

  Date:01/08/2025

  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.

  My daughter Miela ****** has been renting a car from Flexcar for a few months. Since the day it was delivered to us, one of the tires has been leaking. The woman that delivered the car told us the tire was leaking, but said they didnt have time to fix it. This is irresponsible. So now my daughter has to keep filling up the tire but it still leaks. Today it was at 6 psi before she left for work. She has tried multiple times to contact you but this has not been resolved. She was told the ONLY thing she can do is drive to ********* (which is 41 miles each way from us!) to get it fixed. This would require her to take a day off work and miss those wages PLUS have to pay for gas and miles. She currently pays over $.50 cents per mile There must be another way to get her car fixed. If she continues driving on a tire that has six psi it will undoubtedly damage the car which I am certain no one wants. We have asked for a way that she can get this tire fixed immediately? She cant afford to take a day off of work. We live in ***********. Isnt there a closer location she can take it to?She cant continue to drive a car with a flat tire. All we want is for them to suggest a closer place to get it fixed or for them to come to our house or office and fix it.

  Business Response

  Date: 01/15/2025

  We sincerely apologize for the inconvenience and safety concerns caused by the unresolved tire issue with the vehicle. We understand how this situation has created frustration and disruption, and we take these matters very seriously.
  
  
  After reviewing the details, the vehicle was delivered in September 2024, and while the customer has indicated that the tire issue was present at that time, our records show no outreach to our ************* team until January 9, 2025. Unfortunately, this delay limited our ability to address the issue sooner. Additionally, while the customers mother initially contacted us, account-specific information could not be shared due to authorization requirements.
  
  
  We want to clarify that it is not necessary for the customer to drive to the ******, ** hub to have the tire patched. Our communication included instructions for visiting a third-party vendor, such as ******** Tire and ************ or ******** in the ****** area, where approval would be provided for repairs at no cost to the customer. This process ensures a more convenient and cost-effective solution.
  
  
  To prevent similar situations in the future, we recommend customers report vehicle issues as soon as they arise to ensure timely resolution. Our team is available during operational hours to guide customers and provide immediate assistance.
  
  
  We remain committed to resolving this matter and ensuring the safety and satisfaction of our customers. If further clarification or assistance is needed, we encourage the account holder to contact us directly so we can finalize a prompt resolution.

  Customer Answer

  Date: 01/15/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does partially satisfy my issues and/or concerns in reference to complaint #********.
  

  see below:

  I would like you to know that 1) my daughter sent an email making me an authorized contact on the account so people should be able to talk to me About these matters.  2) We were never notified that she could go to ******** tire for the repair which is much closer to **. We were told only ********.  I think theres a lot of misunderstanding and miscommunication within your organization Which is indeed the problem. 
  

  The reason the tire issue was never reported again after drop off was because we were told by the representative that delivered the car in September 2024 that the tire was low and that she should just keep filling it with air. That is what she did.. It became a problem more recently. The tire pressure kept getting lower and lower. Thats when it was reported. But your records should indicate that the car was delivered with a low tire to begin with.

  Moving forward, we hope for more clear, communication and distribution of potential resources in a time of crisis

  Locally my daughter did go to ******** in ****** and they found a nail in her tire and patched it. But this whole process wouldve been a lot smoother. Had we been given the proper options in the first place instead of being told she had to go to ******. This Miscommunication is on your end And needs to be corrected. 
  

  I understand this complaint will be closed however, I hope your business practice is approved so we dont have this situation situation happen again in the future.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ***********

• Initial Complaint

  Date:12/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to file a complaint against Flexcar regarding unauthorized charges on my account.I have not utilized Flexcar services since November 2022. However, I have recently discovered charges on my account for services rendered in 2023.I believe these charges are unauthorized and may constitute a violation of consumer protection laws.I have attempted to resolve this issue with Flexcar directly, but my attempts have been unsuccessful. I continue to receive harassing emails daily. I have copied the most recent email below:"Dear ****?,Your vehicle has been assigned for repossession.Please ensure that your personal belongings are removed from the vehicle as Flexcar is not responsible for any items left inside at the time of retrieval. You will be charged a fee of $750 to cover the cost of retrieval which will be added to your unpaid balance, which may impact your credit, unless you choose to return the vehicle to a Flexcar location.Sincerely, Flexcar Team Replies to this email are not monitored. The guidance provided in this email is non-negotiable."I request that the BBB investigate this matter and assist me in resolving this dispute.Thank you for your time and attention to this matter.

  Business Response

  Date: 01/05/2025

  We sincerely apologize for the distress and confusion caused by the recent notifications and emails the customer received. We understand that this situation has been frustrating, particularly given their assertion of not utilizing our services since November 2022.
  
  
  Upon investigation, we discovered that this matter stemmed from an internal issue during a recent system migration involving our payment processor. This transition inadvertently flagged and sent out delinquency notices for old invoices, even though no charges were applied to the customers account. The referenced invoice was promptly removed, and the account remains unaffected.
  
  
  We can confirm that no funds were withdrawn from the customers account, and the delinquency notice they received was issued in error. Additionally, no further action will be taken regarding this matter, and the account is in good standing.
  
  
  We deeply regret any inconvenience caused by this mishap and are taking steps to prevent similar occurrences in the future. We appreciate the customers understanding and patience while we resolved the issue.

  Customer Answer

  Date: 01/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** **********