Complaints

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

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  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:08/16/2022

  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 was referred to Flex by my property management. I signed up, got the total amount from my property management portal, and set up my account to be processed and paid 8/1 and 8/15.on 8/16, i reached out asking why rent has not been paid as of 8/15 and they reply with "We apologize for the inconvenience. I'm sorry but your rent portal was posted for an amount higher than expected. Flex was unable to receive a resolution by 5pm EST on the 5th, the cut-off for rent coverage each month. If you want to try Flex again for next month, please let us know. If you would like to deactivate your account, please let us know and we can proceed with the deactivation."WEEKS after i signed up, not a WORD about them not processing my rent. checked the app every day and it still says 8/1 & 8/15 as the process dates. so now its 8/16 and my rent is still not paid thanks to them. WHY, if the rent was more, was i not contacted by this company? not an email, not a phone call...nothing. what a joke. an absolute JOKE.DO NOT USE THIS SCAM OF A COMPANY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business Response

  Date: 08/29/2022

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* agents contacted you regarding the concern with your Flex account. If you have any additional questions regarding your account, we must speak with you directly. Please respond directly to our agents email for any further assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:08/16/2022

  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 have reached out again regarding my rent payment for August. It has been 6 business days since I received any response or assistance from a Flex member and that is absolutely absurd. I am purposely being avoided because Flex wants me to pay a$150 late fee that I am not responsible for. Flex paid my rent late and charged me the $150 late. I reached out regarding when my rent would be paid after seeing the 1st repayment to Flex was drafted from my account on August 3rd. The agent (******) informed me that I was in the queue to have rent funds released and that my rent would be covered within a few hours and it was not covered on the deadline and I received a late fee of $150 from my property manager. Flex drafted the funds from my account on Aug 3rd but did not pay my rent until Aug 4th which caused my property to access a late fee that Flex has charged back to my account when I had the funds available and should not be responsible for the late fee. The policy states that funds have to be in the account by the 5th or I am responsible for late fee. I am dissatisfied with this service. I have only only used this service for 2 months. The first month was ok.I paid my repayment in two installment payments, and Flex paid in full on July 2nd. Now no one is responding to my request to have the $150 late fee removed from my account because I do not owe that. This is ridiculous. I paid Flex on time, Flex in return paid my rental property late then charged me the late fee. Please help.

  Business Response

  Date: 08/17/2022

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently you spoke with one of our ************* agents and a resolution was reached with regard to the concern on your Flex account. If you have any further questions regarding your account, we must speak with you directly. Please respond directly to the last email from our agent for any further assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:08/10/2022

  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.

  Flex is understaffed and cannot respond to customer payment updates within 1 business day. Flex averages 2 business day response time, has no way of reaching someone by phone during normal business hours causing rent to not be paid on time. I tried updating my payment method by the 5th and the flex team reached out to me 2 business days later saying they have too many emails they cant respond in time and that even though the funds were in my account since august 1st, they could no longer update my payment method and my membership was canceled. Putting me in a horrific situation with my apartment.

  Business Response

  Date: 08/23/2022

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently you spoke with one of our ************* agents regarding the concern with your Flex account. We will continue to work with you directly until this matter is fully resolved, so if you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:08/09/2022

  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 decided to use flex pay to help automate the way I pay my rent. On July 31st I received an email that my rent was paid in full by flex and the first half of the payment was taken out of my bank account. I take a look in the portal for my complex and no rent has been paid. I reached out for support from FLEX and all they said was to reach out to my apartment complex and there was nothing they could do. So, a few days pass and I get a late notice, because of unpaid rent. I reached back out to FLEX via their support page, which is just email, and I have not received a response back, that was 6 days ago. Now on August 8th, I received a notice to vacate letter for failure to pay rent, while FLEX still claims my rent was paid in full. Now because of FLEX I am at risk for losing my home and taking a ding on my credit file, because they messed up. I need this resolved asap.

  Business Response

  Date: 08/18/2022

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently you spoke with one of our ************* agents and we are currently investigating the concern with your Flex account. We will continue to work with you directly until this matter is fully resolved, so if you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

  Customer Answer

  Date: 08/20/2022

  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]

   This issue still has not been resolved. Prior to FLEX even working my issue, they asked me to remove my BBB Complaint. It now has been almost two weeks and I have heard nothing from Flex. I have sent countless emails and so has my apartment complex. WHAT IS GLIN ON??? On top of the all the issues that Flex has caused they seem to be ignoring my cancellation request ahead of the September rent deadline. I have requested cancellation twice now since Monday and have heard nothing regarding this as well. This needs to be resolved NOW

   

   

   

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

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

  Business Response

  Date: 09/02/2022

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently you spoke with one of our ************* agents and a resolution was reached with regard to the concern on your Flex account. As previously discussed there will be funds reimbursed to you, which you should see clear on your account within the next 3-5 business days. If you have any further questions regarding your account, we must speak with you directly. Please respond directly to the last email from our agent for any further assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been trying to reach out to Flex in regards to our payment not drafting since 8/3, the last day to pay rent. We never received a response and continue to message on 8/4, 8/5 2x, 8/6, 8/7, and 8/8 as to why payment was not drafted nor was Our rent paid we never heard back from any one until today that stated our account. Has been deactivated since June, which was completely false as they paid our rent for July. Even if that was true we got no notification nor email that stated that account was deactivated nor August rent will not be covered. On the app its currently shows active! I want all of the late fees reimbursed or next step will be legal actions

  Business Response

  Date: 08/17/2022

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently you spoke with one of our ************* agents regarding the concern with your Flex account. We will continue to work with you directly until this matter is fully resolved, so if you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:08/08/2022

  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 have screenshots also recordings of the date/time: Today is 8/6/22 My **** is Due PLEASE CONTACT ME BACK.!!! I was told on the 27th of July to pay on the 3rd of August Wednesday. Instead of the usual Friday, but while point is I was scammed BY EMAIL.!! I was sent an email to pay on 3rd of August. Regarding what the support team says but the support continues to say I can pay by 5th, the 5th came, I was sent a message 1:45pm that it was cancelledthat same hour I contacted support for the payment issue and no one contacted me backToday 8/6/22 I was sent thisetc Also I Noticed that it says on the app have it in by 1pm ET, But just last month it was a different time, and I got no notification that the time was changedI have screenshots also recordings of the date/time: Today is 8/6/22 My **** is Due PLEASE CONTACT ME BACK.!!!

  Business Response

  Date: 08/10/2022

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* agents contacted you regarding the concern with your Flex account. If you have any further questions regarding your account, we must speak with you directly. Please respond directly to our agents email for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:08/08/2022

  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 applied for the Flex program in May. However in June I missed a payment. They didn't cover my rent for July as I paid it myself. So, on 08/04/2022 they decided to go into my account and take the delinquent payment without permission. The card i used to use for them was canceled as it was stolen and they were not authorized to use the new one. I have been trying to contact them all day and they have not responded. I did not even give them the new card information. My bank will not return the funds because they still have themselves as a current account. This has caused my rent to be late for August and I never intended for them to continue to take the funds from my account. I would like for them to refund my money for August as they were not authorized to take it.

  Business Response

  Date: 08/17/2022

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* agents contacted you because a resolution was reached with regard to the concern on your Flex account. If you have any further questions regarding your account, we must speak with you directly. Please respond directly to the last email from our agent for any further assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:08/08/2022

  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 have been using Flex to pay my rent for months now, but yesterday I received an email from my apartment complex stating that the check for my rent had been returned. Flex sent me an email on August 1st stating that my account had been charged 1/2 of August's rent and that flex had paid the full amount of rent to my complexs vendor. I now owe the total rent amount plus a $50 NSF fee and a $110 fee for late payment. Flex does not provide any sort of customer service number, so I have no way to contact someone directly and am instead waiting for them to reply to emails. I need them to pay all of my rent including the charges and for them to refund their service fees for August considering they have not kept their end of the agreement.

  Business Response

  Date: 08/10/2022

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently you spoke with one of our ************* agents and a resolution was reached with regard to the concern on your Flex account. If you have any further questions regarding your account, we must speak with you directly. Please respond directly to the last email from our agent for any further assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:08/08/2022

  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.

  Flex took money from my checking to account to pay for August rent but my august rent is already paid for in full. Flex has NO customer service or direct email to receive any sort of assistance or advisement on this matter. They even sent me a text message saying that it was detected that August rent was paid AFTER they took my money. Its been well over 24 hours and I havent received any response from the 5 support tickets Ive submitted. My complex says they cant do anything for me so I have to reach out to Flex directly but no luck. This is very inconvenient for me, as this money was needed for other important bills! All I want is a refund for the amount that was taken without authorization and I will be deactivating my account with them immediately.

  Business Response

  Date: 08/09/2022

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* agents contacted you regarding the concern with your Flex account. If you have any further questions regarding your account, we must speak with you directly. Please respond directly to our agents email for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us. 
  
  Flex Support
  

• Initial Complaint

  Date:08/08/2022

  Type:Sales and Advertising 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 first time using these people! I got referred from the apartment management, I signed up seemed easy enough. They took the first payment from me and their check to my landlord bounced due to an incorrect routing number. Started emailing these people yesterday, only to hear back today saying my issue was escalated. I have never missed a rent payment ever. They should have a number for someone to call and speak to human! This is peoples livelihoods, its insane

  Customer Answer

  Date: 08/08/2022

  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,
  
  ***************************