Complaints

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

close

Find a Location

Flex has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Flex

  228 Park Ave S PMB 75995 New York, NY 10003-1502

  
• 

  Flex

  88 University Place 11th Floor New York, NY 10003

  

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:04/14/2025

  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.

  In Feb of 2024 I took out a loan with Flex financial in the amount of $20k and signed a one-page document stating that there was no interest on the loan for a year. Recently I tried to refinance my home to pay off this loan and discovered that Flexfi911 has forged documents stating that they are the owner of my home. I did not sell my home which is worth 650k to flex finance for $20k. I have tried calling them and they will not return my calls. I looked up the address that they filed with the county assessors office and that property appears to be for sell.     

  Business Response

  Date: 04/19/2025

  To Whom It May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently, one of our ************* Managers provided you with a resolution concerning your Flex account. As previously communicated, Flexible Finance, Inc. (Flex) offers a service that allows customers to divide their monthly rent payments into two installments using a Flex Line of Credit. Please note that we do not issue personal loans or offer large-sum financing.
  
  We recommend verifying the organization to which your complaint was submitted, as it may have been directed to the wrong entity.  
  
  We attempted to contact you on three separate occasions (4/16/2025, 4/17/2025, and 4/18/2025), however, we have not heard back from you. 
  If you have any further questions, please respond directly to the last email from our manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best regards,
  Flex Support
  

• Initial Complaint

  Date:04/03/2025

  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.

  Flexible ********* states on their website that you can sign up to get your rent into smaller payments. I signed up for this because I am financially unstable and have mental health disorders that dont allow me to work at the moment. When signing up they did not tell me I wasnt signing up for flex rent but credit builder which is not the same. Credit builder allows for you pay your rental payment in full instead of splitting up your payments. But I wanted to sign up for the flexible rent account. I think the information on the website and the app is misleading. I may be facing eviction because of this mistake. I would like to be signed up for the flexible rent account and not the credit builder.

  Business Response

  Date: 04/10/2025

  To Whom it May Concern,
  
  ****** ************ complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance. However, we did not receive a response.
  
  Flex reached out to the complainant, explaining that they signed up for the Credit Builder product and that switching to the Split Rent product is not possible at this time.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team

• Initial Complaint

  Date:03/26/2025

  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.

  I saw a charge on my bank statement that I did not recognize. I contacted the company and after verifying my information, they agreed that I do not have an account with them. They asked for proof of the charges and requested a screenshot of my bank statement, which I provided, and I have not heard from them since. I have emailed them multiple times today and tried to contact them through the website as well as calling them and being charged international fees for doing so, with no response. I would like this settled before the next reoccurring charge is extracted.

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  Date:03/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I missed on payment in Feb 2024. My account is current and it is open with no past due. I have applied for reconsideration since last year and I keep getting denied. I work 2 jobs and have had an increase income since I opened my account last year, but I am still getting denied. I am hoping that Flex will reconsider and allow me to continue to use my account to split my rent. I will make all payments on time without interruption due to my increase in income.

  Business Response

  Date: 03/28/2025

  To Whom It May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently, one of our ************* Managers sent you a resolution with regard to the concern on your Flex account. Were currently unable to resume service for your account. Here's why:
  - Current credit score falls below our threshold.
  - Credit criteria not met, possibly reflecting your past payment history with Flex or previous delinquency.
  
  You should have also received an email explaining the reason for the denial. You can find this email in your inbox by searching for "Adverse Action Notice."
  
  You can submit a new request to turn on rent autopay in your Flex app whenever you want, but wed suggest waiting at least 60 days. Please keep in mind, the suggested 60-day timeframe increases the likelihood of approval, however, even after this period, resuming service is still subject to approval.
  
  If you have any further questions regarding your account, please respond directly to the last email from our manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best Regard,
  Flex Support
  

• Initial Complaint

  Date:03/22/2025

  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.

  On February ******* Flex finance attempted to charge our credit card. The balance was more than enough to settle the payment of ******. We continued understanding why this payment having trouble with an available balance to satisfy the payment. What I discover is that Flex is processing credit card payment as cash advances instead. This was not information provided on the company's website, FAQ's or several agents we interacted with during the confusion. After multiple conversations with our credit card provider, a payment of $15 (membership fee) was approved. This payment came through as a cash advance. Because our credit would only allow $100 a day for cash advances the transaction was declined. Which lead to Flex closing the account and negatively affecting my account.

  Business Response

  Date: 03/29/2025

  To Whom It May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently, one of our ************* Managers sent you a resolution with regard to the concern on your Flex account. Your request to resume service for ***** has been approved as a one-time exception. Please keep in mind that if your account gets suspended again due to not completing the necessary first payment to Flex on time, we won't be able to grant this exception again in the future. 
  
  To maintain your account in good standing, make sure the funds for your 1st payment to Flex are available on your linked card by 3pm ET on the 5th. If the 1st payment isn't available by this deadline, there's a chance your account could be suspended again.
  
  If you have any further questions regarding your account, please respond directly to the last email from our manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best Regard,
  Flex Support
  
  

• Initial Complaint

  Date:03/15/2025

  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 use this business as a service to pay my rent into split payments. I have been using this service for a year now and recently had a baby and went on maternity leave. Due to my leave, I was not paid my regular pay and had a week of hours that I was not paid. That being said, Flex decided to do an income verification request and told me to submit my prior paystubs to see if I could still use Flex I told them my income was not verifiable because I havent received my check with my full hours on it and they told me to submit anyways and I should hear back from them soon. They came back and denied me and told me I didnt pass the verification. I explained my situation to them and all they said was I could reapply again in 30 days. My complaint is why would they make me do an income verification and I tell them my checks are not accurate and they make their decision based on the inaccurate checks I submitted and not the accurate one. They didnt even give me a chance to send my accurate checks and now Im being told I cant use their services because of inaccuracy and they are doing nothing about it and Ive paid these people membership fees and was even charged a membership fee last month for the month I didnt use the service and they want to suspend my membership. Its not fair and they should re do the income verification with the accurate information.

  Business Response

  Date: 03/26/2025

  To Whom it May Concern,
  
  ***** ******** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex explained to the complainant that after further review an exception request could not be made. We explained that Flex is required to apply the same criteria to all customers and multiple factors affect their eligibility. As a courtesy, Flex has refunded the membership fee from February.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Flex due to fraudulent billing practices, inaccurate record-keeping, and refusal to correct erroneous charges.1.Overcharged for Rent Payment Flex claims I owe an additional $62 due to an alleged charge of $2,057 billed to my rental property. However, my rent is $1,999, and my property has never billed or received any amount beyond that. Screenshots from my rental portal confirm this.2.Repeated Errors in Processing Payments Flex was never able to submit my rent payment directly to my property as advertised. Instead, they continuously issued errors, placed my rent funds on a card, and required me to make the payment myself, failing to provide the seamless service they promote.3.Failure to Address or Correct the Issue Despite multiple requests, Flex has failed to acknowledge their system error and continues to demand the $62 fee, which I do not owe. I have repeatedly asked for a managers intervention, but my concerns remain unresolved.4.Harassment After Account Cancellation My membership with Flex has already been canceled, yet I continue to receive messages demanding payment for a false charge. I have explicitly requested no further contact, but they persist.Resolution Requested: I demand that Flex immediately remove the fraudulent $62 charge, correct their inaccurate records, and cease all further contact with me. If they fail to comply, I will escalate this matter legally.I am seeking BBBs assistance in holding Flex accountable for their misleading practices, fraudulent billing, and failure to provide the service they advertise.

  Business Response

  Date: 03/21/2025

  To Whom it May Concern,
  
  ******* ****** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance via email on March 13th, March 14th, and March 17th and text message on March 17th but has not received a response.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  
  

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] Subject: Re: Ongoing Complaint Flexs Failure to Resolve Fraudulent Charge

  
  
  Dear BBB Representative,
  
  I am responding to Flexs statement regarding my complaint. The correspondence they referenced (March 13th, 14th, and 17th) consisted of repeated demands for a fraudulent $62 feenot an attempt to resolve the issue. Despite providing clear proof that I do not owe this charge, Flex has continued their collection attempts instead of addressing the inaccuracy in their records. I have already sent my dispute to their helpline that they provided, and still only they offered the same result.
  
  Flex has not offered a resolution, nor have they acknowledged their billing error. Instead, they are insisting that I pay a fee I do not owe. I am seeking the BBBs assistance in ensuring that Flex:
  1. Immediately ceases all attempts to collect this fraudulent fee.
  2. Corrects their inaccurate records to reflect that my balance is paid in full.
  3. Stops contacting me regarding this matter, as I have already canceled my membership.
  
  Flexs response is disingenuous and does not address my complaint. Their continued collection attempts are unacceptable, and I appreciate BBBs intervention in holding them accountable.
  
  Best,
  ******* ***** 
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/10/2025

  To Whom it May Concern,

  ******* ****** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. 

  In a prior correspondence, Flex provided the complainant with a detailed explanation of their payment to Flex and their outstanding balance. In February, Flex submitted the complainants rent of $2,057.97, which covers the rent amount of $1,999 and a service fee of $58.97, as charged by the property portal.  The complainant submitted their down payment of $1,699.00 with a 1% fee of $16.99 from Flex, totaling $1,715.99 on February 1st. On February 26, the complainant submitted a repayment of $297.03 with a 1% fee from Flex of $2.97, totaling $300.00. As a result, the complainant had an outstanding balance of $61.94, calculated as the difference between the amount paid to the property and the payments submitted to Flex: $2,057.97 - ($1,699.00 + $297.03). Flex has also provided a receipt as proof of the $58.97 service fee charged by the property management to the customer. At this time, the complainant has addressed that they wish to not speak on this concern any further and requested to cease future collection attempts. As a courtesy, Flex has forgave the customer's outstanding balance of $61.94 and the complainant, ******* *****, no longer has an outstanding balance with Flex. 
  
  Please note, on 3/10/2025, the customer cancelled their ********************** account. 
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team

• Initial Complaint

  Date:03/05/2025

  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.

  On 2/28/2025 I paid flex $606 to split my rent up into two payments. Ive been in contact with flex since 3/03/2025 and since then they have not made my payment because there was a late fee Upon further inspection there was no such late charge and flex has been very slow in corresponding with me The customer support representative ***** has been absolutely useless in helping to relieve my situation As of 3/5/2025 flex has not made the payment on my behalf, because of this I have occurred a late fee of $92 and a notice of eviction if my payment is not made on time. Flex still refuses to contact me in a timely manner as is playing with my housing situation as something that is lightly

  Business Response

  Date: 03/07/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* Managers sent you a resolution with regards to the concern on your Flex account. Upon reviewing your account, it seems that your property entered your rent charge this month as 2/1 instead of 3/1, which is why your account was flagged for past-due charges in our system. However, based on the screenshots you sent us of your ledger, we understand that there are no past-due charges on your account.
  
  Although Flex's rent coverage window closed on 3/5, we were able to make a one-time exception to get your rent paid on 3/6. In addition, we took care of your late fee of $92.00 for this month.
  
  If you have any further questions regarding your account, please respond directly to the last email from our manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best Regards,
  Flex Support
  

• Initial Complaint

  Date:02/28/2025

  Type:Order 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 signed up for FlexPay 2 months ago. When i first signed up and paid my rent I paid it in fulm through the flex app. Now I want to split this months rent and i dont see the option to do that anywhere on my account. Was I supposed to click an option to split my rent payment when i first signed up?

  Business Response

  Date: 03/07/2025

  To Whom it May Concern,
  
  ****** ******** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance but have not received a response.
  
  The complainant signed up for Flexs Credit Builder product instead of Flexs Flexible Rent product. In our response to the complaint, we explained that switching between Flex products is not possible.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  

  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  

  
  

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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 paid my rent through the FLEX app. First payment was successful, then I was notified by email that the second payment was successful and that my February rent had been paid (2/3/25). By 2/20/25 my apartments notified me that my rent had not been paid. I reached out to FLEX and they also confirmed my apartment complex hadnt received payment. FLEX said they would investigate, and ended up denying my refund request, stating my apartments received the money. I then provided transcripts from FLEX showing that the previous investigation they did, showed that my rent payment was never received.

  Business Response

  Date: 03/06/2025

  To Whom it May Concern,
  
  ******* ***** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex confirmed that the Flex-funded bank account provided to the complainant was used to submit a rent payment of $1,010. Further information was requested from the complainant to investigate however, we have not received a response.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team