Complaints

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:07/15/2025

  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 paid for Junes rent with Flex Pay and it was never submitted to my complex by the first even though they are saying it has. Contacted multiple times for a refund and confirmation with the complex and they refuse to acknowledge that my rent was never sent for the month and insist it was when I checked the computer with the manager at my complex and it's not there. Essentially this company just ate my rent and is not giving it back.

  

  Business Response

  Date: 07/16/2025

  Hi *******,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6522.
  

  We apologize for the confusion this may have caused.
  

  After careful review, the screenshots provided appear to refer to a different company called Get Flex. We are not associated with Get Flex, as we do not manage rental payment transactions.
  

  If you have any questions or concerns with rental payments, we recommend contacting Home - Flex: Rent Solutions and Financial Management  directly.
  
  If you have any additional questions regarding Flex Pay by Upgrade, please do not hesitate to contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************.
  
  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:07/14/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******see why the full amount wasnt returned to me. I was told it was because of the interest, based on the length of a loan I didnt need and one I had cancelled on the same day that I applied for it. So, yes I definitely have buyers remorse especially because I received nothing but, a headache and lost of funds for a service I did not use or need. They legit stole money from me. The process was prolonged because of them, not me. I should have been refunded the complete amount they took from me.

  

  Business Response

  Date: 07/18/2025

  Hi *******,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6526.
  

  We apologize for the inconvenience this may have caused.

  After careful review, we confirm that a refund of $123.96 was processed on June 30, 2025. Additionally, an update was made to include a refund of accrued interest related to the refund date. Consequently, an additional refund of $12.62 will be issued to you.
  

  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at **************************************
  

  We appreciate the opportunity to address your concerns.

  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:07/09/2025

  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.

   
  Complaint: 23574972
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 07/14/2025

  Hi ******,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.

  Your reference number is 6469.

  We apologize for the inconvenience this may have caused.

  We are currently investigating your concerns and hope to provide a resolution as soon as possible.
  

  If you would like to speak with someone sooner, you may contact our Customer Advocacy team at your earliest convenience by dialing **************, Monday-Friday, 7am to 6pm MST.
  

  We appreciate your patience as we review this matter.
  
  Sincerely,

  The Upgrade Team

  

  Business Response

  Date: 07/18/2025

  Hi ******,
  

  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6469. 

  We sincerely apologize for the inconvenience this may have caused.

  We have completed our review of your concerns and can confirm that the forbearance was successfully processed as of July 10, 2025. Your next payment due date is October 10, 2025.
  

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23574972
  
  I am rejecting this response because: This doesnt resolve my concern. I wasnt only seeking a forbearance. I was told we would get a charge back due to services not being rendered! 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/09/2025

  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.

  From June 28th to July 8th I have been in contact with **** pay customer service and I have been trying to receive a refund from them because my rent never got paid but they still charged my account and any payments that were made using Flex Pay kept getting rejected by my apartments due to "accounts being frozen". In this time I have provided all the info that they have requested to show that not only were the payments rejected but that I also never received my refund for $853.39 and that I still owe rent. Also, since my rent never got paid it is currently late, I've been receiving late fees and I have been given a 3 days to vacate notice or pay in full by the 11th or I will receive an eviction notice. I was in contact with the eviction risk specialist team then out of nowhere they stopped responding to me even though I haven't received my refund and I also am still at risk for eviction. At this point they have stolen my money. I have disputed the charge with my bank but that will take way too long to get resolved so I've turned to here in hopes that this will get their attention and get it taken care of. I have included the support ticket numbers to easily locate this issue.

  

  Business Response

  Date: 07/10/2025

  Hi *******,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6470.
  

  We apologize for the confusion this may have caused.
  

  After careful review, the screenshots provided appear to refer to a different company called Get Flex. We are not associated with Get Flex, as we do not manage rental payment transactions.
  

  If you have any questions or concerns with rental payments, we recommend contacting Home - Flex: Rent Solutions and Financial Management  directly.
  

  If you have any additional questions regarding Flex Pay by Upgrade, please do not hesitate to contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************.
  

  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:07/07/2025

  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 honestly dont get why UPLIFTINC is reporting this debt under my name because I dont owe them anything. I never signed anything with them, and when I asked for a copy of the original application, they didnt even bother to provide it. Its frustrating because this is hurting my credit for no reason, and its just not fair. How can they just put something on my report without any proof?Account No: ******** Amount Disputed: $0

  

  Business Response

  Date: 07/14/2025

  Hi ******,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6444.
  

  We apologize for the inconvenience this may have caused.
  

  We have reviewed your account and confirmed your loan ID#******** refund was completed October 1, 2021.
  

  If you believe that any portion of the loan has been reported inaccurately, please contact Equifax, our third party credit bureau: US: ************
  

  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate your business and hope to help with your travel plans again in the future!
  

  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:07/07/2025

  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 submitting this formal complaint regarding an account reported by ********, account number ending in 3456, with a listed open date of 02/01/2021 and a balance of $847.00. This account is being reported as derogatory and has significantly impacted my creditworthiness, despite being both inaccurate and unverifiable. I have no recollection or documentation of ever opening or authorizing an account with ********, and all of my attempts to resolve this directly with both the credit reporting agencies and ******** have been unsuccessful.Under the Fair Credit Reporting Act (FCRA), specifically 15 U.S.C. 1681i(a)(1)(A), I have the right to dispute any information I believe is inaccurate. Once a dispute is submitted, credit bureaus are legally obligated to conduct a reasonable reinvestigation within 30 days. Furthermore, 15 U.S.C. 1681i(a)(5)(A) mandates that if the disputed information cannot be verified, it must be removed from the consumers credit file.Despite my repeated efforts to request original, signed account documentation, payment histories, or any form of credible verification, none has been provided. Instead, I have only received generic responses that fail to meet the legal standard of proof required to continue reporting this account. This disregard for transparency is not only negligentit is a violation of federal law.This unresolved issue has caused me tangible harm: Ive faced loan denials, higher interest rates, and unnecessary stress while trying to clear my credit record of information that shouldnt be there in the first place. If ******** is unable to provide full, legally valid proof that this $847.00 account is both accurate and lawfully attributed to me, I am demanding its immediate removal from my credit reports. I will escalate this to the ************************************ (****), the ************************ (***), and seek legal remedies under 15 U.S.C. 1681n if necessary.

  

  Business Response

  Date: 07/14/2025

  Hi ******, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6443.
  

  We would like to confirm that the loan ending in 4158 has been transferred to ************************** effective February 23, 2021. A notification regarding this change was sent to the email address associated with your account..
  

  Please note that Upgrade, Inc. will no longer be servicing your loan or accepting payments. Moving forward, *************************, or its authorized agent, will manage your account and reach out to you directly regarding the resolution of your remaining balance..
  

  For any inquiries regarding your account after this date, please refer to ************************** 
  

  **************************
  ***************************************
  ***************
  Phone Number: ************
  Email Address: ********************************************* 
  

  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:07/04/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *** of my numerous emails to Uplift as well as the supporting documentation and confirmation of the refund sent to Uplift by ***************. This experience with Uplift has been very frustrating and I would like for the issue to be resolved as soon as possible. Thank you.

  

  Business Response

  Date: 07/14/2025

  Hi *****,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6430.
  

  We apologize for the inconvenience this may have caused.
  

  We have reviewed your account and we can confirm Loan ID: ************ has been adjusted and is now closed. You can review this update in your Member Portal at ******************************.
  

  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate your business and hope to help with your travel plans again in the future!
  

  Thank you,
  

  The Upgrade Team