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:12/27/2024

  Type:Billing 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.

  To Whom It May Concern,I am writing to file a complaint against Flexcar regarding unauthorized charges on my account.I have not utilized Flexcar services since November 2022. However, I have recently discovered charges on my account for services rendered in 2023.I believe these charges are unauthorized and may constitute a violation of consumer protection laws.I have attempted to resolve this issue with Flexcar directly, but my attempts have been unsuccessful. I continue to receive harassing emails daily. I have copied the most recent email below:"Dear ****?,Your vehicle has been assigned for repossession.Please ensure that your personal belongings are removed from the vehicle as Flexcar is not responsible for any items left inside at the time of retrieval. You will be charged a fee of $750 to cover the cost of retrieval which will be added to your unpaid balance, which may impact your credit, unless you choose to return the vehicle to a Flexcar location.Sincerely, Flexcar Team Replies to this email are not monitored. The guidance provided in this email is non-negotiable."I request that the BBB investigate this matter and assist me in resolving this dispute.Thank you for your time and attention to this matter.

  Business Response

  Date: 01/05/2025

  We sincerely apologize for the distress and confusion caused by the recent notifications and emails the customer received. We understand that this situation has been frustrating, particularly given their assertion of not utilizing our services since November 2022.
  
  
  Upon investigation, we discovered that this matter stemmed from an internal issue during a recent system migration involving our payment processor. This transition inadvertently flagged and sent out delinquency notices for old invoices, even though no charges were applied to the customers account. The referenced invoice was promptly removed, and the account remains unaffected.
  
  
  We can confirm that no funds were withdrawn from the customers account, and the delinquency notice they received was issued in error. Additionally, no further action will be taken regarding this matter, and the account is in good standing.
  
  
  We deeply regret any inconvenience caused by this mishap and are taking steps to prevent similar occurrences in the future. We appreciate the customers understanding and patience while we resolved the issue.

  Customer Answer

  Date: 01/05/2025

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

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lost my car back in august of 2024 and a friend recommended me to do flex Car so I got my flex card dropped off on Sep. 19. There was a red flag there my account was frozen where I couldnt even see how much miles I was using and it took them over a month to solve that situation now it is Nov.26 of 2024. The car was parked in front of my residence and a driver hit me and my neighbors car while being parked. This is when flex Car really became a money scam so they make you pay $100 swap out fee when they seen it wasnt your accident with their adjuster from their insurance department that they use then this system did not update that I never returned the vehicle that was in the accident and that I just swapped it out and never rolled over over my ****** miles so I got stuck paying $126.08 for 300 additional miles that I did not need then they told me multiple times that they were supposed to waiver the payments that I did not have the car that was in an accident for 12 days and that my bill for Dec. 19, 2024 supposed to be lower. I was told today on Dec. 20, 2024 that they cannot issue any refunds for the mileage or pro rate my charges from the time I didnt have a car because they still havent solve the resolution and its been 10 days now I called and reported that my miles were messed up on December 10 after I picked up the new car and its 20 Dec. they still havent figured anything out and Ive been overcharged I work paycheck to paycheck I do not have family so now my account is overdraft. I do not have money for food this month to eat and certain bills couldnt get paid because of the amount of money that they took the call are recorded but everyone act like they dont know what youre talking about or theres no notes in the system when you call and every Call Sevice person has a different story to tell They take more money than they hold their self accountable to refund you your money back. Until they fix my mileage, this is triggering my mental health.

  Business Response

  Date: 12/31/2024

  We sincerely apologize for the frustrations and distress caused by the issues with our service. We understand how difficult this situation has been, especially given its financial impact and the toll it has taken on your well-being. Your concerns about billing errors, unresolved account issues, and inconsistent communication have been taken seriously.
  
  
  Our findings show that the confusion began when your vehicle, which was involved in an accident while parked, was mistakenly marked as returned. This error led to complications, including the removal of your accumulated miles, the charging of overage fees, and delays in resolving these issues. Although we refunded overage charges, re-added miles, and credited the time without a vehicle, we failed to refund the swap fee for the new vehiclean oversight on our part.
  
  
  To resolve this matter completely:
  1.Refund of the Swap Fee: We will promptly refund the $99 plus taxes, swap fee you were charged.
  2.Process Review: Steps have been taken to prevent such errors in the future, including ensuring thorough account checks before marking vehicles as returned and better coordination between our teams.
  
  
  We deeply regret the inconvenience this has caused and remain committed to ensuring your experience with us improves moving forward. Thank you for bringing these concerns to our attention.

  Customer Answer

  Date: 01/02/2025

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

• Initial Complaint

  Date:12/13/2024

  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.

  Unprofessionalism, Derogatory remarks.

  Business Response

  Date: 12/17/2024

  We sincerely apologize for the distressing experience described in this complaint. Flexcar takes all allegations of unprofessional behavior and property damage very seriously, particularly when they involve third-party vendors representing our brand. We understand the frustration caused by this incident and regret the negative interaction.
  
  After reviewing the case, it appears that the vehicle repossession was initiated due to an outstanding balance dating back to November. Despite multiple notifications and opportunities to address the overdue payments, the balance remained unresolved, leading to our standard recovery process. While we rely on third-party tow vendors for repossession, any alleged misconduct during this process reflects on us, and we are committed to investigating thoroughly.
  
  To address the specific concerns:
  Video Evidence: We have requested the video evidence referenced by the customer. Once provided, this will be reviewed by our Security Team to determine the accuracy of claims regarding property damage and derogatory remarks.
  Resolution Steps: If it is found that the vendor acted unprofessionally or caused damage, then the appropriate actions will be taken.
  Outstanding Balance: Regardless of the outcome of this investigation, the customer remains responsible for settling the overdue balance. We encourage the customer to reach out to discuss payment options and avoid further complications.
  
  
  We are committed to ensuring fairness and professionalism in our processes and will take corrective measures based on the investigations findings. Thank you for bringing this matter to our attention, and we regret the inconvenience this has caused.

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began my contract with ******** in September when a representative delivered my car and assured me it was ready to drive. A few months later, I noticed the mileage in the app was not updating. In November, customer service informed me there was an electrical issue preventing mileage tracking and advised me to bring the car in for repairs. I brought the car in on November 16th and was shocked to receive a $699.84 charge for mileage. I was never informed about this charge. My contract explicitly stated the car would be ready to drive. Flex Car only offered a payment plan to resolve this issue. After making my first payment, I started receiving threatening emails about my balance, stating it could impact my credit. I now have to call each Saturday to confirm payments. This situation has caused significant stress and inconvenience. I believe I should not have to pay this charge, as the issue was caused by Flex Cars faulty equipment. I am requesting compensation for this inconvenience.

  Business Response

  Date: 12/17/2024

  We sincerely apologize for the frustration and inconvenience this situation has caused. We understand how stressful and upsetting it must be to face unexpected charges, especially when these stem from circumstances outside of your control.
  
  
  After reviewing the matter, it appears that the vehicle assigned to you in September had an issue with its GPS tracking. This led to the system being unable to properly track mileage until repairs were completed in November. Consequently, a charge was applied to your account for untracked miles driven before the issue was resolved.
  
  We understand your concerns regarding the payment plan and automated delinquency emails. While the automated emails are part of our system until balances are fully resolved, we recognize how this can add to an already stressful situation.
  
  
  To address your concerns:

  
  Refund Request: At this time, charges for miles driven are considered valid under the terms of our contract, even in cases where tracking was temporarily offline. However, we recognize this issue stems from our GPS issue. This feedback has been escalated for review to prevent future occurrences.

  
  Payment Plan Support: You are already adhering to a payment plan to resolve the outstanding balance. To help alleviate the stress caused by repeated delinquency emails, we encourage you to continue working with our customer support team for any clarifications or confirmations you may need.
  
  We regret the impact this has had on your experience and are committed to ensuring improvements in our service. Thank you for bringing this to our attention.

  Customer Answer

  Date: 12/17/2024

  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 # ********. I feel like some type of compensation is owed for wasting my time calling every week. I have to still call Flex Car every week because of those threatening messages I receive. In this case I feel like an apology for the inconvenience is not enough if the problem is not solved. At this point all agents know my by my name since I call so much. Calling them has become my part time job!

  
  
  Regards,

  Jasmine

   

   

  Business Response

  Date: 12/26/2024

  We understand your concerns and sincerely apologize for the inconvenience and stress this situation has caused. We value your feedback and recognize the frustration of having to make regular calls regarding payment confirmations and receiving automated emails. Your experience has highlighted areas where we need to improve our processes and customer communication.
  
  
  After carefully reviewing your request, we must respectfully confirm that compensation cannot be provided in this instance. The charges for mileage are valid under the terms of our agreement and were applied in accordance with our policies. While we understand the difficulties caused by the *** tracking issue, the miles driven remain the responsibility of the account holder, as outlined in the contract.
  
  
  That said, we are committed to addressing your ongoing concerns:
  We will escalate your feedback to explore ways to streamline payment confirmations to minimize your need for weekly calls.
  We will review the automated email process to see if adjustments can be made for customers who are actively adhering to payment plans.
  
  
  We regret that we cannot provide the resolution you are seeking but hope these steps demonstrate our commitment to improving your experience and preventing similar issues in the future. Thank you for your understanding.

  Customer Answer

  Date: 12/30/2024

  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 # ********. The issues from your company is ongoing. Now I am having trouble paying on my payment plan! I have not been able to pay my payment plan for 2 weeks now. I have called twice now and have been told I would get a call back in ***** hrs but still no calls. 

  
  Regards,

  Jasmine

   

   

  Business Response

  Date: 01/15/2025

  We sincerely apologize for any inconvenience caused by the temporary disruption to her payment plan. The issue was identified as a result of the recent payment provider migration, during which the payment option was inadvertently disabled. The situation has since been fully resolved, and the customer was informed of the resolution. She has already resumed making payments without any further complications.
  

  Thank you for bringing this to our attention, and we are glad the matter has been successfully addressed.

• Initial Complaint

  Date:12/03/2024

  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 filing this complaint against Flexcar due to what I believe to be shady business practices and a lack of transparency in their policies. My experience with them has been deeply frustrating, and I want to share the details to prevent others from being caught in a similar situation.I signed up for a month-to-month car lease with Flexcar under the impression that I would have ***** miles included per month, as advertised. This seemed like a reasonable plan for my needs. However, Flexcar failed to explain an important caveat during the purchase process: if you exceed ***** miles in a single month, they will immediately charge you per mile for the overageeven if you plan to keep the car for multiple months.I only discovered this when I was hit with over $500 in extra mileage fees after my first month. I assumed, as any reasonable customer would, that they would track mileage cumulatively across the lease period and charge for overages at the end of my term. Instead, they track and bill mileage on a strict monthly basis, without flexibility or consideration for the fact that customers often plan to keep the car for an extended ********* make matters worse, it feels invasive and unsettling that they track your driving so closely without being upfront about it. Nowhere during the sign-up process did they make it clear how they would monitor and charge for mileage in such a punitive manner.This lack of transparency is unacceptable, and I believe it is a predatory practice designed to maximize their profits at the customers expense. As a result of these unexpected charges, I am returning the car early and ending my relationship with Flexcar.I urge the BBB to investigate Flexcars practices. Customers deserve clear, upfront communication about all aspects of a service, especially when it involves fees and tracking. Companies should not be allowed to use misleading advertising and hidden policies to exploit their customers.

  Business Response

  Date: 12/17/2024

  We apologize for the frustration and disappointment this situation has caused. We understand how unexpected charges can feel unfair, especially when they occur due to misunderstood policies. We are committed to ensuring that all customers have a clear understanding of our terms before they proceed with our services.
  
  
  Upon review, the charges applied to this account align with the policies outlined in our How it Works section and during the checkout process. These terms specify that mileage is tracked and billed on a monthly basis, with overage charges incurred as additional miles are driven beyond the chosen plan. Unfortunately, the expectation of a cumulative mileage approach does not reflect the actual structure of our billing.
  
  
  We acknowledge the customers concern regarding transparency. While our mileage tracking and overage policies are explicitly outlined on our website and other customer materials, we understand that some users may benefit from clearer or more prominent explanations during the sign-up process. We encourage customers to reach out to our support team for clarification before committing to a specific plan, particularly if their driving needs might exceed the included mileage.
  
  
  While a billing adjustment cannot be provided in this instance, we are taking the feedback seriously to improve customer communication. Moving forward, we will explore ways to make our mileage policies more prominent during the signup process to prevent similar misunderstandings.
  
  
  Thank you for bringing this to our attention. We regret losing your business and hope this experience helps us improve our practices.

• Initial Complaint

  Date:10/22/2024

  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.

  Flexcar uses unfair and predatory business practices in regard to their membership and services. After renting a vehicle for 30 days, you are forced to sign up for an annual membership ($250 fee) after two weeks which states at the time of initiating lease that if you can "cancel" the membership. It is not made clear that by "canceling" the membership they mean you must return the vehicle and will not have access to their services. Upon reaching out about this, I am then told by their *** that if you return the vehicle within the 14 days, you will NOT receive a partial refund for the 30 days of service that you pay for up front! So even though you will NOT have access to the vehicle the company refuses to refund you. I returned the vehicle after 30 days and attempted to CANCEL and get a partial refund for ANNUAL membership and was told after it escalated that they WILL NOT refund you for an annual service that you pay for, that you can't access if you don't have their vehicle. This is an unfair practice designed to trick the consumer out of money as you are placed in an impossible position.Flexcar should offer prorated refunds for goods and services that are NOT accessible.If the solution to declining their membership is to terminate your lease and return the vehicle, the consumer should be able to get refunded for monies paid for unused days of the 30 days. Or the annual membership should be cancellable and refund given for remaining time left in the membership.This is NOT made clear to the consumer upon signing up and should be made clear! This is horrible business practice.

  Business Response

  Date: 10/31/2024

  The customers account reflects accurate billing based on communicated policies, and Flexcar cannot offer a prorated refund for the membership fee at this time, which was communicated to the customer each time there was an inquiry. Once the customers outstanding balance is settled, we will be able to offer the prorated refund as a one-time courtesy.
  

  Customer Answer

  Date: 10/31/2024

  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. 

  If a prorated courtesy credit will be provided that would be appreciated, however this can be applied to outstanding balance and the remaining amount mailed to me. I don't trust if I make a payment the business will honor the credit promised. Based on recent experiences.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 11/11/2024

  We apologize for any confusion and appreciate the opportunity to clarify the refund process. We understand the importance of trust in these transactions and recognize your concerns.
  
  The courtesy prorated refund can only be processed once the account is fully settled. This is a necessary part of the arrangement, ensuring that both parties fulfill their respective obligations. Once the outstanding balance is cleared, the refund will promptly be issued in line with the agreed-upon terms. We hope this reassures you of our commitment to resolving the matter fairly.
  
  Thank you for your patience, and please know we are dedicated to a transparent and fair resolution.

• Initial Complaint

  Date:10/19/2024

  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 had flex car for almost a full year . I never missed a payment or been late more than two days . I pay 1200 a month for the highest miles and insurance included. On 10/13/2024 the car was in a accident, I still had miles left on the car and I reported the accident the same day I was told that the car was towed to a partner to assess the damages. I was told I can pay the 2000$ deductible and wait for my vehicle or pay a swap fee if I wanted a different car. The next day I logged into my account and it read I have no car my miles where gone after I paid top dollar for them . And to book another car it made me pay subscription fee again for the year and a deposit for the new car . This is fraud it doesnt say that in the initial contract. I was up to date on all my stuff and they used the accident as a reason to reposes The car and take my initial deposit, the rest of my miles and I was lied to saying I can swap cars into they got the car in their possession and switched up on me. I wasnt notified about the reposition and the reason why . And I been trying to contact a manager or someone to give me a resolution and its been a tough fight . I would like to get another car so I can go to work and get this issue resolved the best way possible

  Business Response

  Date: 10/31/2024

  We understand that the customer may have encountered challenges following the accident involving their vehicle on 10/13/2024. It appears there may have been a misunderstanding regarding the reordering process. The customer may feel free to reorder once they are ready.

• Initial Complaint

  Date:10/07/2024

  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.

  On Thursday ******** I returned my leased car to the location in **************,**. I asked how long it would be for me to get my security deposit refund and was advised 3 to 5 business days. After waiting a full 5 business days before i called them, I was advised that this issue would be escalated. I called today 10/07/24 and spoke with ******* and was advised it was still escalated. I asked to speak with a supervisor about this and just like any other time i called in , there was not one available and one would call me back 10/08/24. This is bad customer service as well as has a negative effect for me to do business with this company. I want my refund. Flexcar takes payments for Securit deposit, mileage and weekly lease payments in an instant when i need to make any payment but it takes forever to get a response or resolution to this

  Business Response

  Date: 10/15/2024

  Upon investigating this complaint, we acknowledge that the refund of the customer's security deposit did not meet the expected processing time. We apologize for the delay in communication and the inconvenience caused during this period.

  
  After further review, we confirm that the customer's security deposit was refunded in full as of October 8, 2024. However, we recognize that the customers experience highlighted areas in which our escalation and refund processes can be improved.

  
  We regret the delay the customer experienced in receiving her refund and the inconvenience caused by the breakdown in communication. Flexcar values its customers and is actively working on improving the efficiency of its refund processes. We appreciate the customer bringing this matter to our attention and are taking steps to prevent similar issues in the future.

• Initial Complaint

  Date:09/20/2024

  Type:Billing 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 rented a vehicle from Flexcar LLC in *******, ** for 2 years. On September 11th I was notified by my bank that they had declined a $256 charge from Flexcar for a membership fee. I had lost my job the same week and was unable to pay the fee or keep the car. I told Flexcar I was returning the car.Flexcar continued to try and get the Membership fee from my credit card, hitting it more than 10 times. The car was returned to Flexcar on Sept. 18th. I was charged $100 because it did not have a full tank of gas and $18.00 for some taxes according to the Flexcar app. When I inquired about the $350 deposit I had given Flexcar when I rented the vehicle 2 years ago, I was told by **************** that the $256.00 membership fee had been charged against my deposit. I told the Representative that this charge should be reversed as I had returned the car and did not need a Membership. She said she would send me an email showing the charge and escalate the matter. Needless to say she did not do either. I am seeking the balance of my deposit back, which I estimate to be $232.00 after the $100 deduction for gas and $18.00 for taxes.

  Business Response

  Date: 09/30/2024

  We appreciate the opportunity to respond to the concerns raised by the customer.

  
  After a thorough review of the customers account, we found that the vehicle in question was returned on September 18th. In line with our policies, a $100 deduction was made because the vehicle was not returned with a full tank of gas. Additionally, $18.00 in taxes were assessed, as reflected in the Flexcar app.
  Regarding the $256.00 membership fee, our records show that this amount was deducted from the customers deposit. While outside our normal policies, we have since decided to refund the customer the sum of $232.00. A refund letter and an email confirming this refund have been sent to the customer.

  
  We believe this resolves the matter to the customers satisfaction.

  Customer Answer

  Date: 10/01/2024

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

• Initial Complaint

  Date:09/17/2024

  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.

  No resolution needed. Just want future customers to read this and know what you are getting into when you deal with this company. You can actually just take a look at their snarky responses to previous complaints which will tell you all you need to know. Their business practices are not transparent and their policies are not at all customer friendly. Keep in mind, their reply to someone else with the same complaint is that they didnt do their research. This is how they dismiss their customers and this is how they will dismiss you too. Its your choice to lease from this company, but please learn from the rest of us and know that its not a good one. 7 days ago: Submitted damage report in good faith 6 days ago: Received an email telling me the damages will be assessed and charged when I return the vehicle. (This is not true. Do not listen to this email if you receive something similar.)5 days ago: Paid $849 for the month 4 days ago: Check my email and see that I was sent an email saying I have 24 hours to respond or agree to charges. Did not see email within 24 hours but replied and told them I would rather bring the vehicle in (mainly because its a $791 charge for some paint) and scheduled a return at my earliest convenience. Was told that was fine. (Also not true. Their customer service **** either lie to you or dont know their companys policies).3 days ago: Started receiving emails and texts saying my account is overdue. Keep in mind I just paid $849 a few days ago.2 days ago: Asked why the emails and such if this was worked out? Told its automated and theres nothing they can do if it gets escalated, even with the return in place 4 hours ago: Told to bring the car back within 24 hours or expect it to be escalated to retrieval.So, if you cant drop everything to get to a Flexcar location asap if something happens, do not bother with this company. There is ZERO flexibility on anything.

  Business Response

  Date: 09/19/2024

  We appreciate the opportunity to address the customer's concerns and provide clarity on the situation. Upon reviewing the interaction, it appears there was some confusion regarding the process for assessing vehicle damages. Our standard procedure is to conduct a remote assessment while the customer is still using the vehicle. The information provided in the email sent by our representative may have led to a misunderstanding, which we regret.
  
  We want to emphasize that our process is designed to be transparent and consistent, ensuring that assessments are completed and communicated promptly. Although the customer missed the ******* response window to our damage notification, we understand that they were still in communication with our team and had scheduled a return. Unfortunately, the timeline led to charges being applied, in line with our policies.
  
  We aim to provide clear and accurate information in all our customer interactions and are continually working to improve our processes to avoid any future confusion. While we stand by the decisions made in this case, we are always open to feedback and committed to providing a positive experience for all our customers.
  
  Thank you for sharing your experience, and we hope this clarifies the matter.

  Customer Answer

  Date: 09/19/2024

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