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

  
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  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:06/06/2022

  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.

  I have been attempting to cancel my Flex account for two months. As per instructions on the Flex website, I have submitted cancelation requests by email and by selecting the cancel button on their page. I have taken these actions prior to the first of each month as instructed on their website. Both months Flex has continued to attempt to draft from my account and will not cancel service. I have attempted to call their ** office number and can only leave voicemails. I haven't received any response, call or help. I today have gotten a third notification from my bank that Flex is still trying to draft money.Please help me resolve this matter.Sincerely, *********************

  Business Response

  Date: 06/29/2022

  To whom it may concern,

  We received a request to cancel from ***** on the 1st and 2nd which is after our cutoff for deactivations for the rent period in question (as mentioned on our site). We were able to honor the request and we did not pay rent on behalf of the customer. We have reached out to ensure there are no additional questions and make sure they are clear that their account is now deactivated.

  Let us know if there are any questions,
  Flex Support

• Initial Complaint

  Date:06/06/2022

  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 use flex often and this month it screwed up and didnt charge me for some reason I re-entered my information and then it pulled money from my bank but has not covered my rent at all and not I believe Im going to be hit with a late fee because of it

  Business Response

  Date: 06/29/2022

  To whom it may concern,

  We had some system issues with on of our property partners that caused rent to be paid late for a few folks. We have resolved the issues more broadly but will work with ********* directly to resolve whatever else we can. 

  If there are any questions please let us know,
  Flex Support

• Initial Complaint

  Date:06/06/2022

  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 emailed the company because they hadnt paid my rent on June 1st, 2nd, or 3rd. The 4th is when we get charged late fees which is what has happened to me because Flex has not paid, and is not courteous enough to respond to my emails that i sent, asking what is the problem. The only email they send is an automated bot that doesnt answer my question at all. If they were having technical issues, the least they could do is let me know so that i could get my funds together. Or atleast have a phone number so we can talk directly to an agent that can tell us what is going on with our funds.I dont think they understand that this is peoples lives that theyre toying with, and we have families to provide a roof over their head, and now I have late fees that i cannot afford because of their negligence. Please help

  Business Response

  Date: 06/29/2022

  To whom it may concern,

  There was some confusion with ******* current rent amount as well as rent payments that had been made towards the account for the previous month, we were able to get that worked out and their rent was paid. We have reached out again to make sure everything is squared away and will make sure that we get any outstanding issues resolved direclty.

  Let us know if there are any quesitons,
  Flex Support

• Initial Complaint

  Date:06/06/2022

  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 signed up for the flex app because i received an email from my apartment complex recommending them to help ease rent payments. After signing up, i received no confirmation email and the amount that they show to pay is only $6 when it is supposed to be $600 split between two weeks. There is no customer service number to call, they do not respond to their emails they instead send you verbiage from their FAQs list which is not helpful at all. I have tried to contact them so many times to see if i was even approved since all the app shows is "Flex is running check back later" it's showed that same message for two days. I can't get a reply from them nor seem to contact them at all. This is such a frustrating situation with something that is supposed to help, but instead does the complete opposite with no one to reach out to for help.

  Business Response

  Date: 06/29/2022

  To whom it may concern,

  We reached out to ****** to make sure that we were able to take care of her rent payment and explain the issues she is seeing with our application. We have reached out again to follow up with this request and will make sure we help with whatever is needed directly.

  Let us know if there are any questions,
  Flex Support

• Initial Complaint

  Date:06/06/2022

  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.

  This is my 3rd approach for ****** May and June to process my rent and flex pay is either not running or it does not give me the option of paying my rent after 1pm, as the policy states you can pay on the 3rd, and longs as you have the money in there by 1p on the 5th, your rent an be processed. I setup my account since March, and I as of today June 3rd, I am still try to pay it before 7pm. I reached out to my apartment, and they are suppose to be trying to see if they can get in touch with flex. I think they are not taking into consideration everyone is not available at 1pm. There has to be a better solution. This is not flex.

  Business Response

  Date: 06/29/2022

  To whom it may concern,

  We were able to get ******* account reactivated and paid per the customers request and they should be all set now. We reached out to see if there were any additional questions and will make sure that we resolve everything that we can with the customer directly.

  Let us know if there are any questions,
  Flex Support

• Initial Complaint

  Date:06/06/2022

  Type:Product 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 have been a flex user for about a year now and have had no issues up until now. Flex charged my card for half my rent on June 2nd and as of June 3rd has not payed my apartment complex. I tried reaching out to flex support through email yesterday only to receive a generic faq as a response. Upon replaying to get more help I receive no communication back and rent is still not payed. I am starting to worry that my rent will not get paid on time by the 5th as flex normally pays it right when I get charged.

  Business Response

  Date: 06/29/2022

  To whom it may concern,

  We experienced an issue with one of our partners that made rent payments late for some of their customers. We've resolved the issues more broadly and will work with ***** directly to make sure that we take care of anything that we can for them specifically. 

  If there are any questions please let us know,
  Flex Support

  Customer Answer

  Date: 07/06/2022

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

• Initial Complaint

  Date:06/06/2022

  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.

  My apartment complex has new owners and they are now offering Flex payments for rent and sent out a flyer May 26th stating that if we signed up by the 1st we would be able to have Flex pay rent for the month of June. I was happy because I previously had an account with flex so activating my account was easy. It is now the third my rent has not been paid or taken from my account and I've been emailing them through their help center since the first and did not receive any response except an automatic reply. I even called the number listed on BBB and its just a voicemail. If rent is not paid by the end of the day today at 5pm I will start receiving fees so instead of paying half I have to make the entire payment. They have absolutely no customer service or chat or anyone replying to emails it is awful treatment to people who need a break on rent and pay $20 a month for service. Luckily I saved in case there was an issue but that is not the case for everyone. AWFUL customer service people cannot wait this long for a response and possibly face eviction because no one returns an email!!!!!

  Business Response

  Date: 06/29/2022

  To whom it may concern,

  We do not have a request to reactivate an account for ******** on file. We have reached out to apologize for the inconvenience and will work with the customer to get their account activated for the coming months rent cycle. We will continue to work through this issue directly to resolution.

  Let us know if there are any questions,
  Flex Support

• Initial Complaint

  Date:06/06/2022

  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 received an email promotion for the Flex app which is a rent payment assistance service. I signed up with Flex on the first of the month but then saw that they were unable to make the payment in time for when my rent was due. I paid my rent in full, myself, through my debit card and bank account. I immediately sent two requests to cancel my transactions and close my account with Flex.There is no contact center for me to call and I have only received roundabout emails. this morning I see that they went ahead and charge my account $550. That transaction should not be authorized as I already paid my rent myself.

  Business Response

  Date: 06/29/2022

  To whom it may concern,

  We had an issue with our system that caused the cancellation request from ****** to not be processed appropriately. We reached out to make sure that we cancelled their payment and returned the funds and ensured that the account was cancelled. We also made sure to reach out and make sure that there wasn't anything that needed to be handled and will follow up as needed.

  Let us know if there are any questions,
  Flex Support

• Initial Complaint

  Date:06/03/2022

  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 signed up for flex a week before June 1st and was approved. June 1st they took the money from my account but when I look on my portal my rent has not been paid. It is now the 3rd and my complex charges late fees after the 3rd. I have reached out numerous times with no response. When it comes to my bank account, i take that very serious. Im starting to think this company is a fraudulent company and will have to take this matter higher up.

  Business Response

  Date: 07/08/2022

  To whom is may concern,

  There was some confusion here regarding the way that we process rent payments, when we first attempt to collect our down payment we place an authorization for funds on the customers account which essentially becomes a pending charge. In this case we placed that authorization and due to an issue with the portal for this customer our rent payment was not able to be completed until the third. We were able to fix that issue, rent was paid, and we will make sure that if there is anything else that needs to be addressed we handled that with them directly.

  If there are any questions please let us know,
  Flex Support

• Initial Complaint

  Date:06/03/2022

  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 use this app Flex for my monthly rent . They have yet to process my payment nor update my status. Sent Numerous emails still nothing back. I have two days left until my rent is concerned late and they already took my money for it. Please help

  Business Response

  Date: 07/08/2022

  To whom it may concern,

  We were unable to cover rent for Arien due to the issue we had with ACH being disabled through their portal. We send text messages informing them of this issue but were never able to resolve the issue before the rent payment period was complete. We informed the user and will make sure to work through any other issues directly. 

  If there are any questions please let us know,
  Flex Support