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:06/14/2025

  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.

  Over the past two months, Flexcar has imposed a surcharge of $50 extra per month on my account. This is done through their safe driving program. This company equips each car they lease with data recording computers. The computers supposedly record how the car is being driven. Your score is made up out of things you cant control like the WEATHER, road conditions, and time of day. Yes, we are seriously charged extra for bad weather. My problem is that I have a score of 1 out of 99 for time of day. I have not been driving this car late at night or after dark. My main driving is done 7 am to 3pm, and I avoid traffic. This company of course refuses to show me the computer records or elaborate on what a bad time of day, because they are DISHONEST. I am being 100% truthful and they have no evidence to justify their extra fee other than an A.I. computer gone mad. I will be looking around for other lease options in the meantime, this company is taking advantage of people. They will eventually be served with a class action suit and have to pay all that money back anyway.

  Business Response

  Date: 06/16/2025

  Hi Antwaun,
  
  Thank you for reaching out. You were removed from the Safe Driving Program this morning, and a member of our team has already followed up with you via email. Since the surcharge was only applied once, a $50 credit has been issued to your account.
  
  Best,
  The Flexcar Team

• Initial Complaint

  Date:06/02/2025

  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 picked up a rental car from Flexcar on April 30th (around noon). On my way home, the tire suddenly blew out for no apparent reason. I was extremely shocked and slightly turned the steering wheel, it caused a minor scratch on the cars exterior.I immediately called flexcar for advice, replaced the tire with the spare and returned the car to Flexcar's hub around 3pm. The staff at the hub said they would inspect and replace the tire. After checking the car's exterior, they told me there was no visible damage and assured me I wouldnt be held responsible. I waited at the hub, expecting the tire to be replaced, but they delayed the process and eventually asked me to go home by rideshare.I thought the issue would be resolved quickly, but unexpectedly, Flexcar later claimed that the car had multiple damages unrelated to the tire and charged me $936.20 without confirming it with me beforehand. This is unacceptable. The car never hit anything or anyone. I had witnesses present, including a man who helped me change the tire and a police officer guided me to park the car. They can testify that the car had no collision or additional damage at that time. I also submitted photos as evidence to Flexcar, but they ignored all my explanations and refusing to allow any disputes.Since the tire blew out within just an hour of me picking up the car, I suspected the car hadn't been properly inspected before being rented out. Instead of resolving this fairly, they deducted money from me without consent. Whats worse is that I used the car for less than 3 hours and drove less than ************************************************************************************* $569.04 for that month. During the dispute, they even forced the return of the car without my consent and inaccurately reported my mileage as 883 miles. I dont know where this information came from, and I cannot accept that Flexcar can randomly enter data without any verification.

  Business Response

  Date: 06/04/2025

  Hi Hanshi,

  Thank you for taking the time to share your experience. Were truly sorry to hear about the challenges you faced and recognize how frustrating and disruptive this situation must have been. We understand that encountering a tire blowout within hours of picking up the vehicle was both unexpected and distressing.

  We also recognize the additional frustration caused by the communication that followed, and we sincerely apologize for the lack of clarity and support you experienced during that time.We regret that your concerns werent addressed more effectively during the initial stages of your interaction with our team. We understand that you ultimately resolved this matter through your bank and were refunded both the $936.20 damage charge and the $569.04 rental fee. Please know that had the dispute not been resolved externally, we would have refunded you directly after completing our own internal investigation, which supported your explanation and highlighted breakdowns in how the situation was handled.

  Although this matter is now closed from a billing perspective, we want to sincerely apologize for the experience and for the communication issues that compounded the situation. We are actively working to improve our internal processes to prevent similar experiences in the future.

  If you have any additional questions were happy to assist.

  Best,

   The Flexcar Team

• Initial Complaint

  Date:06/01/2025

  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 this complaint against Flexcar due to false advertising, app malfunctions, unprofessional service, and deceptive practices that disrupted my personal life, business, and education. I also demand that no negative marks be reported to credit bureaus due to their negligence.Flexcar advertised a rate of $574/month, but I was charged $815.74/month without warningmisleading and unethical. Their app malfunctioned after I selected split payment, defaulting to full payment. I contacted support and spoke with ***** ***, who blamed me. When I asked for proof, she admitted she couldnt provide any. I submitted video evidence to both billing and support showing the error.I was later told by ***** ***, of Flexcar I had to change my plan for split payment to workinfo that was never disclosed. Then I received an auto-message suggesting I add a driver for a free month, a clear upsell tactic, not a solution.I asked for resolution within 5 business days, then again in 48 hoursboth ignored. Instead, Flexcar repossessed the vehicle, leaving me and my autistic daughter stranded, creating emotional and safety concerns.I relied on the car for my daughters medical appointments, my ****** cleaning business, and to attend school in ********, RI from ******. I now must use expensive Ubers.When ***** *** finally called, she was sarcastic and dismissive. There was no accountability or empathy.I request:No negative credit reporting A full credit/refund A formal written apology An investigation into app issues and pricing A review of misleading upsell tactics Flexcars practices are harmful and deceptive. Please hold them accountable so others arent affected the same way.

  Business Response

  Date: 06/03/2025

  Dear Cashawna,

  Thank you for taking the time to share your experience with us. Were sorry to hear that this situation has caused frustration and hardship, and we appreciate your patience as we carefully review the concerns raised.

  Wed like to clarify a few important details:

  On April 23, 2025, you updated your plan settings and removed the split payment option, switching to full payment. On April 29, an attempt was made to re-enable split payment, but because this change occurred within the same billing cycle and remained within the same plan tier (***** miles), the system automatically disabled the ability to revert to split payment. This restriction is in place to ensure billing integrity and applies across all member accounts. We understand this may not have been clearly communicated in advance, and we regret any confusion this caused. Weve reviewed the app activity and confirmed via internal tools that the option to switch was unavailable at the time due to this system limitation, not a technical malfunction.

  We also understand that a video was submitted as evidence; unfortunately, we were unable to access the file, and we followed up by email to request a resend or alternative version. We sincerely apologize if this follow-up felt dismissive, our goal was only to help clarify the situation and ensure the correct information was communicated.

  Regarding the repossession: this decision was made only after the account became past due and remained unresolved. While we understand the personal impact this may have had, including the disruption to daily routines and responsibilities, repossession is a last-resort measure and not taken lightly. At this time, the charges reflect active plan enrollment and usage. We are unable to issue a full refund.

  Weve reviewed the app activity and determined the behavior aligned with expected system logic. The message about adding a driver was part of a general promotion and not intended as a resolution or upsell during support interactions. Were very sorry to hear that your support experience left you feeling unheard. We will follow up internally to ensure that feedback is shared and used to improve future conversations.

  We truly regret the difficulties this situation has caused and appreciate you taking the time to raise these concerns.

  Best,
  The Flexcar Team

  Customer Answer

  Date: 06/03/2025

  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. 

  [ Dispute LINK video: ***********************************************************************************
  
  1. After selecting the "Split Payment" option, the app automatically reverted to "Full Payment" while I was on the phone with Flexcar representative *****-***.
  
  2. My upcoming payments were due on 6/11 and 6/26; however, the app defaulted to full payment without my consent.
  
  3. This reflects a serious flaw in the app, which alters the payment plan without the consumers authorization a direct violation of Flexcars terms and conditions.

  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,

  Cashawna

   

   

  Business Response

  Date: 06/04/2025

  Dear Cashawna,

  Thank you again for following up and for sharing additional information regarding your experience. Weve carefully reviewed the video you provided, along with our internal activity logs, and want to offer additional clarity. First, we sincerely apologize for the frustration, confusion, and disruption this issue has caused. That said, after a thorough review of your video and system records, we want to clarify what occurred:
  

  The Schedule Change buttonrequired to confirm any plan changeswas visible but not selected in your recording. Instead, the Done button was tapped, which exits the screen without applying any changes. This did not revert your selection; rather, it meant the change was never scheduled in the first place.
  

  The Schedule Change option is greyed out because earlier in the billing cycle, you canceled your original split payment setup and attempted to re-enable it within the same cycle, which our system does not allow on the same mileage tier (in this case, the 1,200-mile plan) as explained to you on the phone with ***** ***. This is a system rule applied to all accounts to ensure billing integrity.
  

  On May 14 at 8:17 AM, we have a record of you viewing the plan change screen, and at no point was a confirmed plan change submitted. The app did not default or override your selectionyou simply did not finalize the change.
  

  We understand the interface may be confusing, and we apologize if the process wasnt intuitive. That said, the app behaved as designed and expected. Your video confirms that the necessary step to confirm the change was not completed.We do not take any of this lightly and regret the overall impact this has had on your experience. While we stand by the billing outcome based on system behavior, we are committed to improving communication and transparency to help avoid similar confusion for other members in the future.If you have further questions, we remain happy to assist.

  Best,
  The Flexcar Team

  Customer Answer

  Date: 06/05/2025

  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. 

  [Thank you for your response. However, I must firmly dispute your claims, as they do not align with the facts or my documented experience.
  
  Please find attached a screenshot clearly showing that my next payments were scheduled for June 11 and June 26, with no payment due in May. Despite this, the vehicle was repossessed in Maywithout notice or a valid payment dueleaving my disabled daughter and I stranded in a rural area with no transportation.
  
  Key Points:
  
  1. No Consent or Confirmation
  At no point did I confirm a full payment plan for May. In fact, when I asked your representative ***** *** to provide proof that I selected and confirmed a full payment, she was unable to produce any evidence. This supports my position that I never finalized or consented to such a change.
  
  
  2. Misleading App Functionality
  During our call, ***** *** instructed me to change my plan and said I would receive an error messagewhich never appeared. The app gave no indication that my selection was invalid. I followed her instructions in good faith and reasonably believed the split payment was in place, based on the visible billing schedule in the app.
  
  
  3. System Restrictions Not Disclosed
  If your system prevents rescheduling a split payment within the same billing cycle, that was not communicated in the app or during the plan change process. I was not made aware of this until after the issue occurred.
  
  
  4. Lack of Notification or Warning
  No in-app warning, email, or text informed me that a payment was missing or that repossession was imminent. Instead, the app continued to display upcoming payments in June, reinforcing the impression that my account was current.
  
  
  5. Unprofessional Conduct and Privacy Breach
  After the vehicle was towed, ***** *** called with a sarcastic tone and gave me no clear information on where my personal belongings were. Furthermore, I received a response meant for another customer named ******, raising serious concerns about internal communication and privacy practices.
  
  
  
  
  ---
  
  Requested Actions:
  
  A full refund or credit for the lost service period.
  
  Reimbursement for the cost and hardship caused by the wrongful tow.
  
  Immediate investigation into your apps billing logic and customer support handling.
  
  Written assurance that steps will be taken to prevent such mismanagement for future customers.
  
  Regards,

  Cashawna

   

   

• Initial Complaint

  Date:05/31/2025

  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've been trying to rent a month-to-month car with Flexcar. I have severe environmental illnesses and allergies to fragrances, VOCs, and moldcommon in most carsmaking it hard to find one I can safely breathe ***** identify a suitable car, I need real photos to send to my environmental expert, who helps rule out many. I then visit in person to check for reactions. Flexcar only provides digitized renderings online and doesnt allow customers to select or view cars in personyou must reserve sight unseen.Over the past week, Ive had repeated interactions with Flexcar via email, phone, and in person at *************. I've been given conflicting info and denied all accommodation requests (sending real photos, seeing cars in person, etc.), with no alternatives offered.I was told I had to reserve a car just to get real photos, so I didtwice. Both times, photos arrived hours later. My expert flagged mold in both cars, so I canceled. But because I canceled after 24 hours, Flexcar charged me $100 twice. They refused a refund and only gave credit toward a future reservation. I explained I might not be able to use Flexcar due to the lack of accommodations, but they still refused a refundeven though delays in providing photos and expert response time made timely cancellation impossible.Someone at ***************** said I could visit the Auburn lot to assess cars. But when I called, I reached the main Flexcar line and was again denied all accommodations, including the Auburn visit. When I said this was illegal under the **** they claimed the rules couldnt be broken and suggested Flexcar wasnt for me. I explained the issue was disability-based discrimination. They didnt care.They just told me to make another reservation--that was the only way to see cars or photos.I am filing a complaint to get my $200 back from the previous reservations, plus the $10 I spent testing the listings with my expert. I'd also like Flexcar to provide the needed reasonable accommodations.

  Business Response

  Date: 06/02/2025

  Dear ******,
   
  Thank you for taking the time to share your experience and concerns with us. Were sorry to hear that this process has been frustrating, and we appreciate your patience as we work to address your feedback with care. Wed like to clarify a few important points:
   
  Our cancellation policy allows a full refund if a reservation is canceled within 24 hours. As a one time courtesy, we are processing a refund of the $200 charged for your two recent reservations. At this time, we cannot refund the $10 for the environmental testing as it was not an amount paid to us. If you reserve a Flexcar, we would be more than happy to credit your account with $10 for the inconvenience. We take our obligations under the Americans with Disabilities Act ***** seriously and are committed to making reasonable modifications to support your needs. If you would like to continue using Flexcar, we are happy to offer the following process:
   
  1.     Please send us a list of up to ******************************* viewing.
  2.     We will confirm if they are currently unreserved and located at either our Auburn or ************* hub.
  3.     If the requested vehicles are available, we will arrange a visit for you to view them in person.      
   
  However, due to the nature of our business model, our vehicle inventory moves rapidly, and vehicle availability changes frequently. Because of this, Flexcar is designed to operate on a reservation-commitment model. Cars may become unavailable shortly after being listed due to demand, and we cannot guarantee that a vehicle will still be available even during or after an arranged viewing, as availability is on a first-come, first-served basis and our cancellation policy will still stand in this case.
   
  We understand this may not be an ideal solution, but it is the best way we can offer in-person access while managing vehicle demand fairly for all members. If youre interested in arranging a viewing under the conditions above, feel free to send us your list of preferred vehicles.
   
  Thank you again for your feedback, and for giving us the opportunity to work toward a better solution.
   
  Best,
  The Flexcar Team
  

  
  

  Customer Answer

  Date: 06/17/2025

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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

  Thank you for your response! I'm glad that Flexcar has now decided to engage in the interactive process required for reasonable accommodations in the ADA.

  I have received the refunds and appreciate the $10 credit offer if I reserve with Flexcar. Thank you for resolving this aspect of my concerns!

  I'm rejecting the resolution not because of this--that portion of my complaint has been satisfactorily resolved, thank you! 

  My remaining concern is lack of access to being able to rent a Flexcar that I can use re: my disabilities. I appreciate that you have offered the accommodation for me to view 2-3 cars I've selected at a time. That is a help for me! And once I've found 2-3 options, I'd like to visit the lot to view them and then make a reservation. I understand the caveat that cars may be reserved at any time with Flexcar. 

  The remaining issue is: most of the cars will not work for my allergies. So reserving 2-3 cars solely based on factors other than my disability access needs is likely to have a high rate of failure, accessibility-wise. It's not yet equal accessibility, or even a minimal access solution.

  I also need access to real photos of the vehicles available. I have an environmental illness expert who reviews these photos and tells me which vehicles are unlikely to work for my needs and which ones are possible. The photos on the website are digital renderings and don't allow him to properly see potential issues. When speaking with Flexcar before, they only provided these photos after a reservation. This is not sustainable for any of us.

  My request is that Flexcar provide all photos to all customers on the website so we can all see the cars available. If that is too big of a change, please provide photos of New England listings to me. That way I can send them to my expert and provide that shortlist of cars to view upon visiting. 

  Thanks so much for your collaboration!

  
  Regards,

  ******

   

   

• Initial Complaint

  Date:05/30/2025

  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.

  Certainly! Here's a condensed version of your message, limited to approximately 2000 characters:I am filing this complaint against Flexcar due to an unfair damage charge and an overall disappointing experience following an unavoidable highway incident. On May 14, 2025, while driving on the highway, I encountered a large piece of tire debris from a blown-out truck in the ***********. Surrounded by vehicles in adjacent lanes, I had no safe way to avoid it and was forced to drive over it, causing minor damage to the front bumper of the rental vehicle.I immediately reported the incident to Flexcar and cooperated fully. A few days later, I received a damage invoice totaling $785.38, which I paid promptly. However, Flexcar later sent a revised estimate, increasing the total to $2,429.90, without clear explanation or transparency on why the costs tripled. Additionally, they automatically withdrew $303.00 from my account just two days before my rent was due, causing financial hardship.Upon reviewing the new invoice, I found the repair charges and parts pricing to be excessively inflated relative to the minor damage. Many listed parts seem unnecessary, and I believe the repairs are exaggerated. I was placed in a dangerous situation through no fault of my own and feel taken advantage of.While Flexcar waived the $199 car swap fee and discounted it to $99, the inflated repair costs and unexpected charges caused significant stress. I expected transparency and fairness but was instead misled and unsupported.I request Flexcar re-evaluate the invoice fairly and consider a partial or full refund of the excess charges. I also urge better damage assessment procedures and transparent communication in billing. My goal is to ensure fair treatment and prevent future issues for other customers.

  Business Response

  Date: 06/02/2025

  Hello,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the events surrounding your damage claim. On May 14, 2025, you submitted a report regarding an incident involving highway debris. We first generated a preliminary estimate based on the photo documentation you provided, resulting in an initial invoice of $785.20. This estimate was based solely on visible damage and was not final. In accordance our terms and conditions, a comprehensive in-person inspection was completed once the vehicle was returned.

  The total estimated repair cost came to $2,429.90. Per your membership terms under the Essential Plan, you are responsible for up to a $2,000 deductible, which is the amount Flexcar billed you in total. The $785.20 you initially paid was applied toward this deductible, and the remaining $1,214.70 was billed after the full inspection revealed additional damage not visible in the initial photos. To be clear, you were not charged beyond the terms of your deductible. We recognize that experiencing unexpected damage and cost adjustments, especially following a stressful incident, can be frustrating. While the repair estimate reflects the actual findings from the in-person inspection, we understand how this process may have felt abrupt and are actively working to improve communication and transparency throughout our claims procedures.

   Please let us know if you have any questions.

  Best,
  The Flexcar Team

  Customer Answer

  Date: 06/02/2025

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  Oluwatosin

   

  After reviewing the repair invoice, I strongly believe the repair costs were excessive and not aligned with the actual damage. While I acknowledge that some sheet metal may have needed repair (as I noticed something dragging underneath), the charges for:
  
  
  $1,462.00 in OEM parts
  $198.00 in paint and materials (despite no paint being damaged)
  And labor for mechanical, frame, and refinishing work
  
  
  
  
  seem unreasonable for this type of incident. There was no collision, no structural or mechanical failure, and the damage did not justify the scale of the final bill. I was not given transparency on what was being done, or the chance to approve the repair scope.
  
  
  I am asking Flexcar to re-evaluate the necessity and cost of the repairs beyond the actual damage, and issue a partial refund for any inflated or unnecessary charges. I am also requesting that Flexcar improve its communication and billing transparency when it comes to damage claims like this.
  
   

  Business Response

  Date: 06/03/2025

  Dear **********,

  Thank you again for taking the time to follow up and share your concerns. We genuinely understand how stressful and frustrating this experience has been, and we appreciate the opportunity to provide additional context regarding the repair estimate.
  
  After reviewing your feedback and the repair invoice, we want to offer a detailed breakdown to help clarify why the total cost reached $2,429.90:
  
  OEM Parts ($1,462.00): The amount listed reflects original manufacturer parts required to restore the vehicle safely and properly. In this case, the entire lower front grille assembly needed to be replaced, which includes multiple integrated components, brackets, and support pieces, not just a single visible element.
  

  Paint and Materials ($198.00): Although the damage may not have appeared to affect painted surfaces, the replacement bumper came from the manufacturer in a standard black finish. It needed to be professionally painted to match the vehicles white exterior, which is standard practice. Additionally, anytime a bumper cover is painted, a flex additive must be included to prevent the paint from cracking over time due to the parts curved and flexible design.
  

  Labor Costs: Labor accounted for safely removing, replacing, and recalibrating a number of components located behind the bumper, including sensors, crash support elements, and structural clips. This type of work requires time and precision, and every step, down to unclipping and reattaching sensors, is billed by the repair facility. The number of small but critical elements (clips, screws, support brackets) adds both time and material cost.
  
  We understand how the scale of the estimate may have felt disproportionate given the nature of the incident. However, the repair facilitys findings reflect actual, necessary work to return the vehicle to its pre-incident condition, not inflated or arbitrary charges. While we recognize this has been a frustrating experience, we want to reassure you that all costs fall within the scope of the Flexcar deductible and standard repair practices for vehicles of this make and model, in this case, a 2023 Dodge Challenger, which carries high parts and labor costs.
  
  We truly appreciate your cooperation throughout this process and your feedback. Please dont hesitate to reach out if you have additional questions.

  Best,

  The Flexcar Team 

  Customer Answer

  Date: 06/04/2025

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  Thank you for the response and detailed breakdown. However, I must respectfully reject the businesss explanation.
  
  
  The incident involved unavoidable tire debris on the highway. At the time, the vehicle remained fully operational, and there were no visible signs of extensive damage that would justify a full grille assembly or sensor system replacement. I did notice something dragging underneath the car, which appeared to be sheet metal or a protective covernot the grille or bumper assembly described in the invoice.
  
  
  Given the nature of the incident and the photos I provided, the scope and cost of the repairs seem disproportionate. I am requesting further evidence, such as inspection photos or a damage assessment from the repair facility, that clearly identifies the damaged parts and explains why full replacement was necessary.
  
  
  I am open to resolving this fairly, but I believe additional documentation is needed before this matter can be considered settled.
  
  
  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,

  Oluwatosin

   

   

  Customer Answer

  Date: 06/08/2025

  Id like to provide an important update regarding my complaint (#********) against Flexcar.
  
  Flexcar is now restricting my ability to add mileage to my rental account unless I pay the disputed $911.70 damage charge. This effectively prevents me from using the service and feels like retaliation, especially since the dispute is unresolved and under BBB review.
  
  Additionally, the damage Flexcar claims (front bumper sensor on a 2023 Dodge Challenger RT) was not supported by any warning on the dashboard. A diagnostic scan using my neighbors kit showed no electrical faults. This model does not include adaptive cruise control or front parking sensors. If any high-speed collision sensor exists, it was clearly not triggered or damaged, as no alert was shown.
  
  I am requesting that Flexcar stop enforcement actions until this dispute is resolved and that the restriction on adding mileage be lifted immediately.
  
  Thank you for your assistance,
  
  ********** *******

  Business Response

  Date: 06/17/2025

  Dear **********,
  
  Thank you again for continuing to share your concerns with us. We genuinely understand how stressful this experience has been and appreciate the opportunity to clarify where things stand.
  
  We want to reiterate that the repair charges in question, totaling $2,429.90, were based on the results of a comprehensive in-person inspection conducted by a certified repair facility after the vehicle was returned. The amount Flexcar charged you was capped at your $2,000 deductible in accordance with the Essential Plan terms. While we understand you disagree with the scope and cost of the repairs, we want to reassure you that these were not arbitrary or inflated. Our prior messages outlined the breakdown of OEM parts, required painting and materials, and labor steps needed to restore the vehicle to pre-incident condition.
  
  We understand youve referenced a lack of dashboard warnings or diagnostic codes as evidence the damage was minimal. However, its important to clarify that not all physical damage, particularly damage to exterior components or mounting systems, triggers internal fault codes or dashboard warnings. The repairs included damage to structural clips, the front grille assembly, and the bumper, none of which necessarily results in an electronic fault visible through the vehicles onboard systems.
  
  As for your most recent concern:
  There is no restriction on your account related to adding mileage. Mileage is automatically added once you run out and cannot be manually adjusted. You were billed for additional miles on June 9, 10, 12, 14, 16 as you ran out of miles and each time 100 mile bundle was added to your account. 
  
  While we recognize that this dispute remains unresolved from your perspective, we have completed our internal review and provided multiple detailed responses, both through BBB and direct communications. We remain committed to fair and consistent treatment of all members and regret that this has been a frustrating experience for you.
  
  If you have additional questions please let us know. 
  
  
  Best,
  The Flexcar Team 

• Initial Complaint

  Date:05/27/2025

  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 am filing this complaint against Flexcar LLC due to unjust billing, an abrupt termination of service, and an overall deeply distressing experience that has significantly disrupted my life and well-being.On May 25, 2025, I was charged $738.64 by Flexcar for a 1,200-mile package, and had previously paid a $500 deposit to use their vehicle services. I picked up the car from their location at *******************************************Shortly after that, Flexcar abruptly terminated my membership without fair investigation or due process.The reason given was a scratch on the vehicle that occurred while it was legally parked on the street, caused by a hit-and-run incident. I followed all required procedures: I submitted an incident report, provided photos, and clearly explained that I was not responsible for the damage. Nevertheless, Flexcar charged me $1,111.32, the full deductible, terminated my access to the car, for a minor surface scratch that would cost far less to repair at a standard body shop. I believe this charge is inflated, predatory, and unjustified.Their sudden termination of my membershipdespite me having pre-paid for mileage and having used the vehicle only minimallywas not only financially damaging, but emotionally distressing. I suffer from clinical depression and anxiety, and this incident has triggered panic attacks and severe emotional distress. Losing access to the car also interrupted my transportation plans, especially critical given that I had an upcoming interstate relocation for an internship.I am requesting:- Immediate reversal or cancellation of the $1,111.32 damage charge, or justified reassessment of damage cost - Full refund of the unused 1,200-mile package ($738.64)- Refund or accounting of the $500 deposit

  Business Response

  Date: 06/02/2025

  Hello,
  

  Thank you for the opportunity to respond to the complaint filed. We understand how distressing this experience has been and appreciate the chance to provide clarification.
  
  Upon review of the account, we confirm that the following refunds were already issued:
  
  $642.00 prorated refund for the unused portion of the 1,200-mile package
  $500.00 refund of the security deposit
  
  These refunds were processed in accordance with our policies and timelines following the account closure.
  
  The customer references a minor surface scratch; however, upon inspection, the vehicle had damage to both doors, the front bumper, the rear bumper, all sustained while the vehicle was in the customers possession. While an incident report was submitted for the door damage, the additional damage to the front and rear bumpers was never reported, which is a violation of the Flexcar Membership Agreement, specifically the clause requiring members to report all damage promptly.
  
  Despite this, we refunded the customer the $500 deposit as well as $642 prorated refund for the unused portion of the 1,200-mile package. Supporting photo documentation has been attached for reference.
  The customers membership was ended due to the severity and extent of unreported damage, not due to a single scratch, but multiple areas of impact. While we regret the disruption this caused, the decision was made in accordance with Flexcars terms and conditions, which were acknowledged at the time of enrollment.
  
  Please let us know if any additional documentation or clarification is required.
  
  Sincerely,
  The Flexcar Team

• Initial Complaint

  Date:05/13/2025

  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 am writing to formally file a complaint against Flexcar for what I believe to be unfair and deceptive business practices regarding a recent repossession of a vehicle under my account.On March 20, 2025, Flexcar repossessed the vehicle assigned to me even though I was only two days late on my payment. At the time, my account was otherwise current, and while I had made a few payments past the due date in the past, I always kept the account in good standing.After the repossession, I reviewed past emails from Flexcar and was shocked to discover that a repossession order had been placed over a month earlier. This means that during that time, they were knowingly accepting my paymentswhile having already decided to reclaim the vehicle.If the repossession was already in process, why was Flexcar continuing to accept payments from me without any disclosure or warning? This action feels misleading and exploitative. Had I been informed of the status or impending repossession, I could have taken steps to resolve the situation appropriately.I am requesting:A full investigation into this matter A refund for any payments taken after the repossession was initiated A written explanation from Flexcar regarding the timeline and rationale behind their actions I appreciate your time and assistance in reviewing this complaint and helping to hold Flexcar accountable for what I believe is a clear case of consumer mistreatment.Also my belongings were never retrieved from the vehicle despite my multiple in person attempts at the Flexcar facility

  Business Response

  Date: 05/14/2025

  Thank you for the opportunity to respond to ***************** complaint. We appreciate the chance to provide additional context and address each of his concerns in detail.
  
  On February 11, 2025, Mr. ****** received a delinquency notice due to a past-due balance. At that time, we did not initiate a repossession, but rather requested that he return the vehicle if the issue remained unresolved. After Mr. ****** resolved his payment, we encouraged him on February 26 via email to keep the account in good standing moving forward to avoid further issues. 
  
  Unfortunately, the account became delinquent again in March. Prior to issuing a repossession, we made multiple attempts to contact Mr. ****** specifically on March 9, March 12, March 13, March 17, and March 18, to give him the opportunity to resolve his balance. When the account remained unpaid with a balance of $822.47, a repossession was ordered on March 20, 2025.
  
  Regarding the status of Mr. ******* personal belongings, we reached out to him on March 30 and March 31, 2025 with instructions on how to claim them. When we did not receive a response, we followed up again on April 24, 2025. Because no action was taken to recover the items, they were disposed of on May 12, 2025 in accordance with our policy.
  
  As for the $450 charge: this was assessed due to smoking-related damage found in the vehicle during inspection. While the vehicle key was initially the reason for the fee, when it was eventually returned, the charge remained due to evidence of smoking in the vehicle. Upon inspection of vehicle, there were used ash trays, marijuana and numbering of accompanying accessories in the vehicle. Attached is the communication sent to the customer as well.  
  
  When a card is added to an account, it authorizes Flexcar to charge it for your invoices automatically. The card on file used for this charge belonged to a third party who gave Mr. ****** the card to use. The card provided by Mr. ****** was the one authorized and associated with the account. Any disputes regarding that arrangement between ********* and Mr. ****** are unfortunately beyond our scope and are considered a private matter between the two parties. That said, as a gesture of goodwill, we have refunded the $450 to her.
  
  We understand this experience has been frustrating. That said, Flexcar followed policy throughout this process and made every effort to resolve the issue prior to the vehicle recovery. 

  Customer Answer

  Date: 05/20/2025

  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 the car was retrieved my payment was only 2 days past due which means the repossession was already out on the car before my due date even came up 
  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,

  *****

   

   

  Business Response

  Date: 05/22/2025

  We want to clarify the timeline and provide additional context regarding the repossession order.
  
  On March 12, 2025, a repossession was ordered after Mr. ******* account had remained 9 days delinquent. This decision followed multiple prior outreach attempts where we informed the member of the delinquency and encouraged immediate resolution to avoid escalation.
  
  Mr. ****** did submit a payment on March 13, days after he originally went delinquent on the March 2nd invoice. This was the day after the repossession process had already been initiated. However, this payment only temporarily brought the account current. By March 17, the account became delinquent again due to a new unpaid invoice, and it remains delinquent to date for an amount of $822.47.
  
  While we understand that the vehicle was ultimately recovered shortly after a payment was made, it is important to reiterate that:
  
  1. The repossession was not preemptive; it was based on a sustained nine-day delinquency.
  2. Flexcar made good-faith efforts to contact Mr. ****** prior to escalation.
  3. The recovery process began while the account was still unpaid, and once initiated, third-party vendors proceed based on operational timelines.
  
  We recognize that this situation has been frustrating, but the repossession order was issued in accordance with Flexcar policy, and only after a prolonged lapse in payment and multiple unresolved attempts at communication.

  Customer Answer

  Date: 05/27/2025

  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 

  if a repossession was submitted on the 12th then why take my money on the 13th furthermore the second half of my payment was 3 days late before you came and picked up the car which means yall never took the repossession off from the 12th because how yall come get the car after only being 3 days late on my second payment when you specifically said I cant go 7 days past due and of course its still delinquent because yall came and got the car Im not paying for a car that I dont have which I already did and another thing yall already owe me money that I made a complaint about to Flexcar when I had the wrangler I was paying for a hybrid that didnt even work as a hybrid I had to use **** every time could never charge the car due to a recall that I found out about on my own not through yall after yall told me there were no recalls also the car that you took the ******** XT five isnt even the car that I originally paid for yall called me the day before I was supposed to pick up the car to tell me that it wasnt gonna be available and then gave me a bigger car that cost more money

  
  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,

  *****

   

   

• Initial Complaint

  Date:05/13/2025

  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 to formally file a complaint against Flexcar regarding a fraudulent and unauthorized charge made to my ****************************** charged my debit card $450 for a key that was already returned. I have never used or personally occupied a Flexcar, nor have I authorized any transactions with this company. Despite this, my card was billed weeks after the vehicle had already been retrieved by Flexcar and was back in their possession.Initially, the charge was claimed to be for a missing key. However, after the key was returned, Flexcar changed their reasoning and falsely claimed the fee was due to smoking in the vehicle. Again, I want to make it clear: I never used a Flexcar, never smoked in any Flexcar vehicle, and never consented to any charges from this company.The email correspondence Ive seen was directed to someone who did occupy the vehicle at the time, and the only issue noted was a missing key which has since been returned. Still, Flexcar has refused to refund my $450.This situation is not only frustrating but highly unethical and potentially criminal. I am requesting your assistance in resolving this matter and recovering the funds that were fraudulently taken.Please let me know if you need additional documentation or information to move forward with this complaint.Thank you for your time and support.

  Business Response

  Date: 05/14/2025

  Thank you for bringing this to our attention. After reviewing the details of this case, wed like to clarify the situation and explain the actions taken.
  
  While the complainant is not listed as the Flexcar member on record, we found that the debit card used to pay for the Flexcar reservation was provided to the member, ***** ******, by the complainant herself. That same card remained on file and was automatically charged the $450 fee assessed for smoking in the vehicle after ***** Austons reservation ended.
  
  Flexcar does not choose which card to charge arbitrarily, our system charges the active payment method on file for a reservation. In this case, the card provided by the complainant was the one authorized and associated with the account. Any disputes regarding that arrangement between the complainant and Mr. ****** are unfortunately beyond our scope and are considered a private matter between the two parties.
  
  That said, as a gesture of goodwill, we have refunded the $450 to the complainant. This matter is now considered resolved from our end, and we encourage the parties involved to address any remaining concerns privately.

• Initial Complaint

  Date:05/13/2025

  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.

  March 19th 2025 After my auto was repossessed I received a email stating they had private property from the vehicle which was to be retrieved with in 14 days. At the time I was out of the country and missed the email.According to State of Georgia law I should have been give up to 30 days followed up by a second notice and another 30 days. This did not happen and they destroyed my belongings which included: Wallet with Drivers License and Credit Card, Garage door Fob, House Keys and Mailbox key. Im pretty sure these are illegal actions on their part.

  Business Response

  Date: 05/23/2025

  Thank you for the opportunity to respond to this complaint.

  Following the vehicles repossession on, Flexcar sent an email to the account holder on March 19, 2025, notifying them that personal belongings had been recovered and were available for pick-up. The email included clear instructions on how to schedule an appointment to retrieve the items.We did not receive a response or appointment request from the member. In line with our Membership Agreement (Section 3.3), which the member accepted upon enrollment, Flexcar stores recovered items for 14 days.

  After that time, and with no retrieval initiated, the belongings were disposed of on April 11, 2025, per policy.We understand the inconvenience this may have caused and regret that the items were not recovered in time. However, Flexcar followed all standard procedures and provided notice to the member with ample time to act.Please feel free to reach out if any further clarification is needed.

• Initial Complaint

  Date:05/10/2025

  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.

  I'm filing this complaint due to Flexcars failure to fully reimburse me for a vehicle that was returned because of a smoke odor and irritant. On March 21, 2025, I got a 2025 Kia ********* at the ************** hub. Shortly thereafter while on the interstate, I noticed a tobacco-related odor and experienced mild eye irritation, itching, nose irritation, and tongue tingling caused by the irritant in the vehicle. I contacted Flexcar on March 21 to complain about the odor. I continued my trip and on March 24, took the vehicle to the hub for a deep cleaning. To address the complaint, I made several attempts as requested by Flexcar:On 3/24/25, expected a deep cleaning but received a blow out.On 4/3/25, filters were changed and a 2nd blow out performed.On 4/3/25, an acceptable ********* swap vehicle found online was not available due to mechanical issues.On 4/3/25 and 4/4/25, searched for another vehicle to swap.On 4/4/25, stated intent to end the trial; Flexcar requested one last chance by deep cleaning the ********* and provided a temporary swap vehicle.On 4/8/25, ********* was deep cleaned; and after sitting in it, I still experienced symptoms, and vehicle was not acceptable and to cancel the ******** discussions with customer service, and management at the hub on April 2, 3, and 4, I stated that if addressing the smoke odor compromised the trial period, I intended to return the vehicle and end the trial. On April 4, I agreed to give Flexcar one last chance based on assurances of "good faith" that the trial would be canceled. On April 8, I requested management proceed with canceling the trial and refund the charged membership and rental fees.On April 12, Flexcar emailed me stating my membership charge had been refunded. But after checking I only received $124 not $249. I emailed Flexcar on April 14, requesting they refund $124.00 + $823.44, and they have not responded. I am requesting the BBB help to resolve this matter with Flexcar.

  Business Response

  Date: 05/12/2025

  Hi *****,
  
  Thank you for taking the time to share your experience, and I want to extend our sincerest apologies for the discomfort, inconvenience, and frustration youve experienced during your time with Flexcar.
  
  Weve reviewed your concerns in detail, including your communication with our support team and the efforts you made to resolve the issue. Its clear you exercised patience and gave us multiple opportunities to make things right, and we regret that your experience fell short of what we promised and what you rightfully expected.
  
  To fully resolve this matter, weve issued a complete refund of $823.44. We appreciate you bringing this to our attention and allowing us the opportunity to address it. If you have any further questions or need confirmation of the refund details, please dont hesitate to reach out.

  Customer Answer

  Date: 05/12/2025

  [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,
  
  *******************