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:08/30/2024

  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.

  Company fraudulently charges cleaning fee for stains that werent there when I dropped off vehicle. Outlandish cleaning for $250. Shouldnt you be cleaning out vehicles after return regardless ?????

  Business Response

  Date: 09/03/2024

  
  Thank you for your feedback and for bringing this matter to our attention. We understand your concerns regarding the cleaning fee and the condition of the vehicle upon return. 
  
  According to our Flexcar Membership Agreement, all Members are responsible for maintaining the cleanliness of the vehicle during their subscription period. Upon returning a Flexcar vehicle, a cleaning fee may be assessed if the vehicle requires more than standard cleaning to return it to a condition suitable for the next member. Specifically, as outlined in our agreement, if there are stains, extreme dirtiness, or any conditions that significantly compromise the interior environment of the vehicle, an extensive cleaning fee of up to $250 may be applied. This fee helps cover the costs of restoring the vehicle to a condition that meets our high standards for all members.
  
  The image provided shows a stain on the seat, which is consistent with conditions that would trigger this fee under our cleaning policy.

  Customer Answer

  Date: 09/03/2024

  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. 

  As previously stated to **************** representatives, I had the car cleaned out thoroughly before returning vehicle. I also was told everything was fine when returning the vehicle. These stains were not there when I returned the vehicle and even the picture shown does not warrant $250 fee 
  
  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: 09/10/2024

  We understand that the customer has advised that she thoroughly cleaned the vehicle before returning it. However, after reviewing the condition of the vehicle upon its return, our assessment identified stains that required additional cleaning, which is why the $250 cleaning fee was applied. We stand by the fee charged as it reflects the condition of the vehicle at the time of return and the necessary cleaning to bring it back to an acceptable standard.

• Initial Complaint

  Date:08/30/2024

  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.

  Started a subscription through Flexcar in December 2023. Flexcar offers an all inclusive pricing model to include vehicle insurance, maintenance, and registration. On August 7th, I had my vehicle serviced for an oil change at a ********, an authorized fleet maintenance provider for Flexcar. The service was routine and no issues were reported to me. On August 11th, I was driving on an interstate when my car had emergency lights populate stating there was no oil pressure and to pull over immediately. I was able to safely move the vehicle off of the interstate. I contacted Flexcar immediately about this situation to provide them the details and await further instruction. The vehicle was towed to the nearest ******** to be further investigated. The ******** representative stated that it was likely due to negligence from the oil service offered on August 7th.I maintained communication for several weeks and offered to provide any helpful information transparently. On August 29, Flexcar sent an investigative review stating that I would need to pay for a $2,000 deductible passed on from their insurance provider. They provided a preliminary estimate stating that the vehicle was involved in a collision on August 21st and the repair costs were in relation to undercarriage damage. This insurance claim is falsified and fraudulent. The vehicle was never in an accident and properly maintained while in my custody.I have contacted Flexcar through email and phone and have not found a resolution.

  Business Response

  Date: 09/03/2024

  Thank you for bringing this matter to our attention. We understand that the customer experienced an issue with their vehicle after having the oil serviced at ********* Following the discovery of an oil leak a week later, the customer was advised by ******** to seek dealership servicing.
  

  Upon being contacted for assistance, we promptly escalated the issue to our Field Operations Team. We immediately offered to swap the vehicle at no cost to the customer to prevent further issues. However, despite multiple follow-ups requesting the vehicle's location and the customer's preference for a replacement, we did not receive a response.
  

  Due to the lack of communication from the customer, we were unable to proceed with the vehicle swap. This resulted in additional damages to the vehicle. Unfortunately, because the customer did not respond to our attempts to resolve the situation, the customer is responsible for paying the deductible associated with the damages.

  Customer Answer

  Date: 09/04/2024

  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. 

  The response provided was over 60 days ago from a different issue with the vehicle that was resolved at a ******** service center. This incident occurred on August 11th after an oil change on August 6th. Flexcar refuses to answer why they are filing a fraudulent insurance claim for an engine replacement stating that it was involved in a collision on August 21st.

  The adjustment clearly states that Flexcar reported that the vehicle was involved in a collision on August 21st. The vehicle was not in my custody after August 11th. This vehicle was never in a collision under my provision and properly maintained.

  
  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,

  Andrey

   

   

  Business Response

  Date: 09/19/2024

  Thank you for your follow-up and the opportunity to clarify this matter.

  
  The report dated August 21st reflects the date when we were able to recover the vehicle for a thorough assessment, not the occurrence of a new incident. The damage reported, including the undercarriage damage, was based on the investigation completed after the vehicle was towed and inspected. This assessment followed the incident you experienced on August 11th and was not related to any additional event.

  
  We assure you that the insurance claim was filed based on this assessment, and all procedures followed were in line with our standard operating process. We apologize for any confusion surrounding the timing of the report, and note that our priority is to ensure transparency and proper handling of all incidents.

  Customer Answer

  Date: 09/23/2024

  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. 
  

  Hello, thanks for your response. This response is not in align with your previous statement that the damage report was in relation to an event that occurred in June. An oil service was provided on August 6th at a Flexcar partner provider. The vehicle was deemed to have no oil in it after being towed to a service center on August 11th. This undercarriage damage was in relation to a negligent service provided by ********. The service provider should be deemed liable for the damage costs of the vehicle. 
  

  This is truly common sense.

  Flexcar continues to only care about mitigating losses over the well being of its customers. Its service claims to offer an all inclusive vehicle subscription model to include any maintenance needed for the vehicle. They are refusing to uphold themselves to their end of the deal.

  Flexcar continues to provide inconsistent answers and refuses to assume liability for the negligence of their own service providers.

  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,

  Andrey

   

   

• Initial Complaint

  Date:08/26/2024

  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 leased a car with them for over months. I have had a problem since the beginning. This company never returned my calls or emails, they were contacting me every month w threats to repossession my car. I was a week late on my payments but I tried exchange with a lower payments, tried calling with help to change my credit card on file and was never able to. I tried to get them to help me so this wouldn't happen. They took my car beginning on August after they were informed I was in an accident, I understand I was always a week late but I tried to get this company to help me but it seems I fell on deaf ears. If they only help me use the cars on file that never worked for me yet it worked for them when they charged me a cleaning fee without my permission. I am a cancer patient and need my car. I don't deserve to have my car repossession over poor communication and lack of it. My car was always paid if they helped me this wouldn't of happen. I shouldn't have to pay the price for this. I have tried contacting them on this again only for them to refuse to help me but they can threaten me with charges for the key. I was in the hospital when they took the car. I tried to get them to update my account to help me to avoid this. This isnt right When I did get someone who offered to help I never got my calls returned

  Customer Answer

  Date: 09/06/2024

  I have not heard from the business in response to my complaint.this has been my problem from the beginning they won't respond only to benefit themselves or threaten me. My car would not of been taken if they communicate and as u can see they will not

  Business Response

  Date: 09/10/2024

  We do acknowledge and apologize for the difficulties the customer has encountered during her time with us. We also understand the impact this situation has had on the customer. While we are aware that no formal process currently exists to address these specific concerns, we are actively working to improve our procedures so that future issues like this can be handled more effectively. We appreciate her feedback and are committed to learning from this situation to provide better service going forward.

  Customer Answer

  Date: 09/11/2024

  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. 

  [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.]
  
  I respect the company response

  I should not have to pay the price of losing my car while they figure out how to better there communication skills, as well as there customer service skills. DUE to there lack of this. I lost my car due to no fault of myown. I would like my car back or the option to lease another

   I did everything i could to communicate with them and was ignored. I shouldn't have to pay the price while there learning to better themselves.  Again I respect and thank them for there response but don't accept it. I lost my car due to there lack of communication and want the option of getting it back. As it's not my fault that I lost my car which is much needed

   

  
  
  Regards,

  ***

   

   

  Business Response

  Date: 09/25/2024

  After careful review of the account, we have decided to stand by our current policies and are unable to extend services at this time. 

  Customer Answer

  Date: 09/25/2024

  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. 

   

  This is unacceptable, why do i have to pay u 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 A hi, finest to be unacceptable. I did not cause this. They even  minute wrongdoing, in there  previous.email. I did everything and that I could to get them to help me. I try contacting them many times fell in deaf ears. I emailed them many times fell in deaf ears. The only time that they seemed to respond to me was to threaten me to take my vehicle, not to help me. I am doing, it's trying to get my life's back and After fifteen years of domestic violence, why should be live?

  I should not be a learning tool to when poor communication happens to someone else there was not any issues in the guides. Of vehicle yes, it was late. I tried to address that with them as a victim of domestic balance still going to the court system. This is ideal for me. So if I can change your vehicles at anytime if I feel threatened, I'm x is trying to find me. So flex, I'm gonna ask you. Please don't take away my security. Because you guys fail to communicate with me. Don't make me pay painted rice for your lack of communication help me get my life back. Help me get on my seat with the vehicle. I can go back to work as I was. I am sorry, it's a poor communication, but I did everything I could. At the end, it was weird the one card that would never work for me. Did I contact you guys on? It's a better understanding which, if this card worked. My change would have never been late to my. To my surprise, it worked for you when you together cleaning fee, but yet that card never worked for me. I had a major issue with that card, so i'm going to ask you again.Poor communication and the card that worked just for you. Will you work with me and let me obtain a vehicle? Let me get my life back. I'm standing over nothing. You just took the one thing that I needed tovget on my feet  due to no fault. I have emails and phone calls that were never returned. If i didn't respond to them they threated me.This is how you keep a business running. There should not be ellesion at your customer. I should not be a learning tool so someone doesn't go through what i did. Please ask yourself if this happened to you or someone that you love. Would you accept the fact that they lost there car due to no fault of my own. Due too, your actions this has taken a manor toll on my life. Without my vehicle, I have been unable to work unless it is on the bus line that puts my life at severe risk from my ex. You stated, you're going to take this experience as a learning tool you can take it one step higher. Communication with me?that  me have the options to receive another  vehicle. You will probably look like a hero for those customers You don't have yet. Don't make me look like you care for $ and communicati when it benefits you. I tried everything possible. My emails showed how much I tried. my call logs show over 100 call left unanswered . You did not do anything possible to help me out, but ignore me and threaten me with the police. As a victim of domestic violence just out of that situation has really took a tool on me. I don't understand why you are  making me pay the price for  something that was out of my control if you communicate it with me and not threaten me, we would not be in this situation

  
  
  Regards,

  ***

   

   

• Initial Complaint

  Date:08/11/2024

  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.

  When I find out about flexcars improved business model for car leasing I was excited to try it. It is unfortunate that their practices are very rigid and flawed. My vehicle was legally parked and when I returned to it I noticed that the driver side mirror was broken. This damage was extremely minor and trivial but never the less Immediately, in good faith I engaged in Flexcar protocol and ***orted the accident and filed a police ***ort. I was surprised however to see that Flexcar demanded the return of the vehicle within 24 hours.That acceptable to me as they mentioned that if I am far away from a flexcar hub I would be able to return it to alternative location of their choosing and that I would be able to get the exact location after talking to support during normal business hours. Upon calling Flexcar they informed me that there was nowhere else I could return my car other than the pick-up location. I informed them that the driver is 6 hours and I wouldnt be able to make the time for the drive any time soon. This was not a priority over my livelihood/work and frankly driving with a broken drivers mirror sounded hazardous and dangerous. I offered to drop it off at a later date this month and they refused. I asked if they would be willing to tow the car, thus I would not have to make the trip myself. They refused and threateningly stated that if I do not return it they would initiate a security ***ossession (which ironically does include a towing) but I would be liable for this towing. I asked to speak to a supervisor but support *** informed me that they will not connect me to a supervisor. This was after they put me on hold so I assume the supervisor had refused to speak to me, the customer, upon request. Repeatedly, I have attempted to engage with Flexcar in good faith and attempted to be flexible with any solution that does not require me to put my job and my life on hold to drop off a car in another state but Flexcar refused to meet me half way.

  Business Response

  Date: 08/14/2024

  In coordination with our security team, we were able to arrange with the customer in getting the vehicle returned to an alternate location. 

  Customer Answer

  Date: 08/19/2024

  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. 

  While the car was indeed returned via coordination with the security team, the company has not refunded me for my unused time.  It is unreasonable to expect a customer to pay the full amount for a car that was returned only a few days after it was picked up. I have paid Flexcar $1071.6 broken down to the following
  Monthly Plan
  $629.0
  Insurance
  $180.0
  Summer surcharge (refundable if I keep the car for 4 months)
  $199.0
  

  Given that the vehicle has been returned at the request of Flexcar I would like a refund for the following: 
  1. a prorated refund for the days of my rental for the month of August (21 days)  $426.09
  2. A refund for the remaining days of the enhanced insurance (21 days) $121.93
  3. A refund for the summer surcharge ($199)
  
  For a total refund of $746.32 to the original payment method.
  
  
  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,

  Fawaz

   

   

  Business Response

  Date: 08/23/2024

  We have since received the vehicle. The refund has been processed and communicated to the customer. 

• Initial Complaint

  Date:08/05/2024

  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 rented a flexcar on June 27 and picked it up on June 30 2024. Within the first month of using the car I started hearing noises from the tires. The steering was very lose and every time I hit a bump on the road I had to grab on it for dear life this issue was right from when I got the car. At first I thought this is how this car drives and I just have to get used to it. Then the weird noises started then came up a ABS symbol. So I contacted flex car and they told me to go to pep boys. I took my car to pep boys they evaluated it and they told me two days later that some parts of the car are missing and some needs to be repaired. I contacted flex and told them that I need a different car meanwhile this is getting fixed. They said no. Then I ask them to reimburse me with the money so I should be able to rent a different car. They said they'll only give me back the money after the car is fixed. I took another week flex card didn't even approve the fixing yet. Now it's already been 2 weeks since I gave it in and they didn't start fixing it yet and I already charged me for the next billing cycle.

  Business Response

  Date: 08/09/2024

  An investigation from our team shows that the damage was caused while in the customer's care. At this time, the customer is currently in dialogue with our security around the matter. 

  Customer Answer

  Date: 08/09/2024

  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. The following attached email shows that this car had a recall jeep for the exact same issue that happened to the car while I had it. This recall was back in February and was supposed to be taking care of before I got the car in June. Because of flexcar neglected the car car and didn't fix this car. That's the reason it broke down. 

  
  
  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: 08/23/2024

  We have reviewed and approved the refund which has been issued and communicated to the customer.

• Initial Complaint

  Date:06/18/2024

  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.

  Flex car is a car rental agency , I returned the car on May 19, 2024. After having this service for 2 years . I retuned the car and asked the associate about the deposit that was taken 2 years ago when I started the service . She stated it would take up to 7 business days depending on my bank. Its been almost a month and I havent received anything , I reached out and spoke to 2 associates and they just said the investigation was still open. Why after a month I havent received my money . I would go be done with flex car !

  Business Response

  Date: 06/24/2024

  We sincerely apologize for the delay in having the refund processed to ********'s account. The refund has been processed and communicated to Gerineka.

• Initial Complaint

  Date:06/17/2024

  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.

  On April 20, 2024 at 8:18 AM, I ordered and reserved a **** Edge that was described as a White Glove Seamless Pickup Experience. *Nothing about this experience was as described and they have since removed the white glove verbiage and modified their website. I called the 800 number for Flexcar and requested to pickup the car sooner and I was advised that was not possible due to them cleaning and inspecting the vehicle and getting it prepared for my rental. On April 22, 2024, I arrived to the pickup location at 7:45am via **** and was let in by someone who didnt identify themselves to wait for them to open at 8:00am. I witnessed people slowly arriving in and no one ever greeted or assisted me as I checked in via the app as instructed to pickup the vehicle that they had been getting prepared for me for the past two days which was why I was not allowed to pickup until April 22, 2024 per Flexcar. I got tired of waiting for someone to greet and assist me and I stopped ******* and told him that I was checked in and was there to pickup my vehicle and he said he would get the vehicle. I sat and waited and watched multiple people just walk back and forth and ******* never explained what was going on. I then asked another woman to assist and she said she would look into it. I sat waiting for my car for over an hour and after 9:00am ************* walked up to me and explained that they lost the keys to my reserved and paid vehicle and they couldnt find them is what the issue was. She explained they would be bringing the car around soon. She stated that she added 100 additional miles and that they didnt handle billing onsite.At 9:30am, ******* finally brought the vehicle around front and he didnt do any walktrough or paperwork. I took photos and did a walkaround myself and told him and brought to his attention that the car was dirty inside and out. He said they were just trying to get me on my way because of how long I had been waiting. Detailed complaint attached

  Business Response

  Date: 06/24/2024

  In response to the customer's complaint and request for a refund, it was noted that a free month was offered and accepted as compensation, as can be found in the screenshot shared above. Therefore, an additional refund cannot be facilitated. We acknowledge the shortfall in service quality and as such the free month was offered.
  
  We appreciate the Butoisha's feedback and apologize for the inconvenience caused.

  Customer Answer

  Date: 06/24/2024

  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. 

  [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.]

  yes a free month was added and I never advised that ai didnt want my money refunded back to me and your offer of a free month acknowledges the fact that you dropped the ball and failed to provide a service as described at my expense only for me to still encounter issues which is why the vehicle was returned.  I am requesting the refund of the initial payment on April 20 2024 as  stated in my complaint as the service was not as described.

  
  
  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,

  Butoisha

   

   

  Business Response

  Date: 08/09/2024

  The customer was indeed offered a month due to the issues experienced as a form of compensation, which was not declined. The customer subsequently continued to drive which indicates an acceptance of the outcome. As such, no refund will be provided.

• Initial Complaint

  Date:05/28/2024

  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 returned the car in less than a month. Tried to cancel my "Membership Fee" and there was no place to stop it in time. I called several times, they said they would "take care of it" and apparently after I saw the charge on my cc statement for $264.56 I tried to call, but no one answers. I asked them to not charge that fee b/c I had the car less than the time for the "Membership Fee" to kick in. All I want is a refund of the "Membership Fee" and to have my account completely deleted, and my cc # not in their system.They also claimed they gave me the car with 95% full tank when it as less than 12%. After I brought it up with support they fixed it, so at least one thing positive came from my experience.

  Business Response

  Date: 06/03/2024

  The customer has been refunded the specified charge, as evidenced by the attached document. Although there is no record of the customer contacting or requesting a refund, according to policy, they would have been eligible for a refund since the return was within the 14-day trial period. The customer simply needed to send an email or contact us by phone, and the refund would have been processed accordingly.

  Customer Answer

  Date: 06/06/2024

  [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. 

  I would "suggest" that the refund happens automatically not having to have the customer track THEM down. " they would have been eligible for a refund since the return was within the 14-day trial period. The customer simply needed to send an email or contact us by phone, and the refund would have been processed accordingly." I did call several times and it was going to be "taken care of" I was told.  I was charged the fee (that did get returned) 2 weeks after I returned the vehicle under the 14 days... 

  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/15/2024

  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.

  Flexcar is not transparent in their company policies and procedures in terms of how payment process works, insurance policies, ect the business is very shadey with what they allow customers to know.

  Business Response

  Date: 05/23/2024

  Hey Team,

  The claims are inaccurate. They obtained a vehicle in January without conducting proper research, even though all necessary information is available on our website. When they reached out for clarification on charges, they were provided with the necessary information. Regarding membership charges, they were given clarity and even granted an extension for payment, which is not typically offered. Our website contains comprehensive details about our operations, charges, and insurance, and customers can also contact our ************* Team for assistance at any stage of their subscription. It appears that this customer did not adequately review the available information before applying, and there are no hidden costs associated with our model.

  Furthermore, this customer has violated their contract since March by retaining possession of a vehicle. Our policy mandates that in the event of an accident or incident causing damage, customers must adhere to the outlined procedures by our team. Despite sustaining windshield damage, this customer failed to submit the required pictures as instructed, despite numerous attempts to communicate via outreach and emails. According to our policy, this breach should have resulted in repossession, yet the customer still has the vehicle. Moreover, they were involved in another accident recently, triggering the requirement for them to pay their share of the deductible. Only then, following investigations, may they be permitted to swap into another vehicle. It is imperative to note that the customer is liable for the damages to the vehicle, and the onus is not on the company to compensate them. This is outlined in our subscriber's agreement. 
  
  As of now, there is no outstanding balance owed to the customer regarding the situation detailed above.
  
  The source of the report is that the customer failed to review all available information on our website and adheres to the outlined procedures and policies. For further assistance, our ************* Team is available to help at any stage of the subscription and there was no outreach for clarity. 

  All information is available to the customer in our subscriber agreement on our charges as policies (********************************************************)

• Initial Complaint

  Date:04/28/2024

  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 have been renting a Flexcar since January of 2023. They took a security deposit and prepaid one week. They charge a flat rate fee and per mile. I asked on several occasions to accomodate the members rate that significantly resuced the cost Flexcar also promotes free service and roadside assistance. Now their service hib is in ********* and not the ****** area where I originally picked up. I have had to lay out of pocket: oil changes, windshield wipers, new tire, dead battery with not a full reimbursement from the company. They tell you to go to the hub, how can you do that with a dead battery, flat tire etc?They have left me stranded with roadside assistance by not having someone available to come out at night!They continue to charge me ridiculous rates in which I have been told by reps that everyone has to be on the membership, uet they continue to overcharge me every week. I have asked for an actual supervisor to call me and I either never hear back or they have a customer service representative call me with no resolution. They are nearly charging me double of what the website states and there is absolutely noone that will step up and credit my account, they only threaten to take the car. I have saved every correspondence or lack there of to prove how Flexcar has completely taken advantage of me.

  Business Response

  Date: 05/01/2024

  After a careful review of the customer's account, where it regards being overcharged, the customer acquired the vehicle in 2023 under our then-weekly plan, which required a weekly vehicle payment and $0.60 per mile driven. The customer attempted to upgrade to our membership, which would have afforded her a weekly membership and $0.40 per mile payment, but was unsuccessful and, to date, has not been subscribed to. As such, her billing remained and still remains at her weekly vehicle cost, in combination with the $0.60 per mile driven. 

  Regarding claims of not being reimbursed for out-of-pocket costs, we were unable to substantiate the claims. The customer was advised on more than one occasion that all service relating to the vehicle should be taken to our hub location. Considering the distance, she would be required to obtain prior approval for third-party visits in order to be reimbursed for charges incurred. For all receipts submitted for reimbursement, prior approval was not provided; however, they were still fully reimbursed (account credit applied; see attached credits applied for the life of the account), with the exception of the tire change, which was partially reimbursed in the form of a refund (see refund letter attached). For all credits applied to the account, you may find the corresponding invoices to which the credit was applied, which ultimately reduced the payment required on the invoice for that period.

  It's important to note that the customer is not being overcharged; they have retained their original price despite our recent increase in the vehicle price.
  

  Customer Answer

  Date: 05/02/2024

  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. 

  As you can see in their answer, they admittedly state that the membership rate is .40 a mile and that I have been unsuccessful at securing the membership. and continued for a year with several request for them to sign me up for the membership rate as the application would not allow me to do so while charging me .60 a mile.  A customer service representative told me via email and previously attached that everyone has to be on the membership plan. 

   I also had other receipts go to them that they would not pay, or only partially paid.

  
  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: 05/23/2024

  Our recorded conversation shows that the customer was informed they needed to reapply for membership because we did not have a record of a successful attempt, despite their claim. The customer was advised to retry the upgrade, which would apply moving forward, but not retroactively to past bills. Since the conversation on 5/22/23, there has been no attempt from the customer to upgrade, nor any outreach to ********************** for assistance. The failure to upgrade was due to the customer's oversight, not any fault on our part.

  
  The customer also mentioned being told that all customers were required to have a membership. While this is accurate, it does not apply to them, as they were a 1.0 (weekly) customer. The mandatory membership requirement is for our 2.0 (monthly) customers. The customer needed to complete the upgrade as instructed on 5/22/23.

  
  Regarding the charges for reimbursements, customers are expected to receive no compensation for using random third-party services because we provide vendors and service at our hub. The customer was informed of this policy on multiple occasions, yet still chose to use third-party services. Despite this breach of the subscriber's agreement, the customer was compensated. According to our policy, they should not have received any compensation, and this was reiterated to the customer each time. Therefore, there is no outstanding amount owed.