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:04/09/2024

  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.

  They never told me truth on how everything works and repeatedly called to ask questions and I let them know why I needed the car and why it would be beneficial to me fore I have a severe sick child who constantly needs medical attention and I travel back and forth from ********* mass to ****** mass meanless to say I explained would their membership be worth it they said it would be perfect....start the contract and I find out a .25 of a mile is 5 miles on there end so my miles were burning fast so I called and complained they said no that wasn't true so I started purchasing more miles which cost me $400 more than I planned. Then my payment was late and I scheduled a tow for them to get there car back which is included with my membership before the day and they put on my account repossession when the car was gone before the date and chargingme $700.00 and i didnt get the car repossessed. Because of everything that was happening and i returned the car they are trying to ruin my credit by putting repossession on my credit report.... I want it off my credit as soon as possible.i will never deal with them again they are scam. Flex car company on ***********************************************************************************

  Business Response

  Date: 04/16/2024

  *******'s credit would not be affected as a result of a repossession; the vehicle was returned by her on April 9th. We attempted to contact ******* by phone to clarify any misunderstandings on how our plans work and the status of the account; however, she declined the call, which is well within her rights. For any further questions, we would be happy to clear any concerns. 

  Customer Answer

  Date: 04/16/2024

  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.]
  
  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,

  *******

   

  The car was returned on April 8th out front of my house I have the call from the tow company that they picked it up because I scheduled the car to be picked up 

  Business Response

  Date: 05/01/2024

  Despite our numerous attempts to reach the customer, there has been no response. We are closing this complaint due to no further action required. 

• Initial Complaint

  Date:04/01/2024

  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 have a membership with them had since Jan 30th 2023 , my contract *** was $280.00 a month plus .40 cents a mile. Insurance and maintenance included . I have been paying that for full year, when I called to renew I specifically asked if my rate was still gonna be the same at 280 a month $.40 a mile I was told yes. So for the month of February and March thats what my payment has been now for the April payment they went up to $432 a month. With no notice of telling me why this was changed. I took my card off file and been trying to get in touch with them. Spoke to a couple people with no help to clear up this matter. I have sent multiple emails about this and they just continued to text me saying I need to return the vehicle in 24 hours. The location they moved to is 89 miles from where I live which was impossible for me to get there in 24 hours when the next day was Easter, and they were not even open Now with the maintenance my maintenance lights been going off for six months I have called them to make appointments and to try to get these things resolved and still no ones called back or helped with that. I took it upon myself to go get an oil change. now comes where my complaint is . I did not ok the $512 .78 to come out of my acct I took my card number off. Flexcar somehow found the number and took the money out of my acct with come out my knowledge of them doing it. Not one has gotten back to my emails or calls . On top of the $512.78 they have a $249 membership fee I would like back because I would not have renewed it , if I was not misinformed that my rate was going to stay the same. And they also have a $350 deposit that I had put down.

  Business Response

  Date: 04/07/2024

  We have reviewed the activity regarding this account, and we were able to confirm that adequate notice regarding the price change was given on January 27th. We are still prepared to offer the one-time courtesy proration of the membership fee that was offered, to be applied when the vehicle is returned. Unfortunately, membership while on reservation is a requirement, so we are not able to cancel the membership while still on reservation.  

  Customer Answer

  Date: 04/10/2024

  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. 

  I disagree with what they told you they did not tell me on January 27. I had called them on January 31 to find out if the rates were still going to be the same if I renewed my membership because if they were going up then I wasnt going to renew I was informed that I was grandfathered in at the 280 and it would not go up. The two months I paid the 280 and then in ***** is when they decided to charge 432 a month without any notification of my payments going 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: 04/17/2024

  The attached reflects the communication shared with ******* on January 27th. Unfortunately, when we review communications, we have no record of contact from ******* until March 26th. 

  Customer Answer

  Date: 04/19/2024

  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 .

  I do not agree because I spoke and renewed my membership on the phone. Most of my communication with them was on phone not email. They say they record calls it should be there where you will find my communication.  
  . . I cant seem to send attachments to show. Computers are not my thing another reason I communicate through phone call. 

  
  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

  Renewal of membership cannot be processed over the phone. All our charges, including membership, vehicle, and mileage charges, are automatically managed by our system, so phone renewals are not feasible. The customer mentioned sending emails during our initial conversation. We had previously communicated the price change to the same email address the customer typically uses, ensuring transparency. Additionally, there was ample time for the customer to reach out with any questions after receiving the notice, but we did not receive any inquiries. Given these circumstances, we have taken all necessary steps to notify our customers in advance of any changes. Evidence of the communication (a copy of the sent email) is captured in the previous response. 

• Initial Complaint

  Date:03/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  flexar charged my credit card on file for the annual membership fee even thought the membership was set to expire (not to renew) in the settings. Flexcar also did not send me a bill about this charge. I only saw it because I was carefully reviewing my credit card statement. I cancelled and returned my car over 6 months ago and also to let the annual membership expire. I clearly have not approved this charge and I am puzzled that their systems charge for services which have been cancelled. I am expecting a reimbursement plus interest for this fraudulent transaction. I am also asking to confirm that this was a one time error and not a systemic issue in their accounting/billing system which impacted other customers

  Business Response

  Date: 03/19/2024

  This Issue was already resolved. The customer was already refunded the total of $264.56 (inclusive of taxes). He was called, emailed, and also provided proof of the refund processesed.

• Initial Complaint

  Date:02/08/2024

  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.

  I paid Flexcar on January 25 ***** I paid $898.54.Flexcar had to tow the car because the tires tore off the rims while I was driving on the highway. I explained to them because of the incident I want to cancel my plan and I would like a refund for the rest of the time I didn't have the car. I only had their car for 8 days and I paid $898.54 for a monthly plan. They also charged me for mileage I did not drive and have not refunded me for it.They reached out to me by email saying that they can't refund me.My account information is ******************* /**********.I saw the add on TikTok.

  Business Response

  Date: 02/13/2024

  The customer has been refunded and this has been communicated to the customer.

• Initial Complaint

  Date:12/11/2023

  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.

  Dear Better Business Bureau,I am writing to file a complaint against FlexCar for what I believe to be unfair and unjust charges imposed on me following a minor car accident.On 11/28/2023 I was involved in a minor collision while using a vehicle leased from FlexCar. Given the circumstances, I informed FlexCar's representative that I would be unable to return the car immediately as I reside an hour away from their nearest hub. The representative acknowledged my situation and agreed to my returning the vehicle as soon as possible.On December 3rd, I received an email from FlexCar instructing me to return the vehicle within 24 hours to avoid forfeiting my $500 deposit. Complying with this directive, I returned the car on December 4th. Despite adhering to their specified timeline, FlexCar unjustly retained my $500 deposit and additionally charged me an outstanding balance of $212.51. They claimed that I returned the vehicle on December 5th, a day later than I actually did, thereby holding me accountable for the monthly balance.I have already communicated with FlexCar and provided evidence showing that the car was returned on December 4th, not the 5th as they allege. However, a week has passed, and I have yet to receive a response, a refund, or any acknowledgment of my grievance.As a result of FlexCar's actions, I am currently without a vehicle and have incurred a financial loss of $712.51. This situation has caused me considerable distress and inconvenience, and I believe that FlexCar's conduct in this matter is unacceptable.I am reaching out to the Better Business Bureau for assistance in resolving this issue. I hope to receive support in obtaining a refund of the unjustly withheld deposit and additional charges, and I look forward to your response on this matter.Thank you for your attention to this complaint.Sincerely,

  Business Response

  Date: 12/13/2023

  We have acknowledged and responded to ******'s claim. While her request is outside of our processes,  in an atmosphere of good faith, we have prorated her last payment and refunded the difference accordingly. The email and attachment to the email sent is attached to this complaint. 

• Initial Complaint

  Date:12/07/2023

  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.

  Long story short, there was a problem with car odometer connecting with the app and it always looked like we were ******+ miles over the limit. When we finally were done with the car and it was returned, we noted the mileage overage and they said not to worry about it. we have a return receipt that says we have a $0 balance. 2 days later we have a charge for more than $4000 in mileage overage. We have filed a support request, and had multiple phone calls, and nothing has been done to resolve this. There is no escalation path and nobody to talk to. Now I have a charge on my card that I need to dispute with the CC company so that I am not paying for something I never should have been charged for, and so that I am not paying interest on a fraudulent charge.

  Business Response

  Date: 12/12/2023

  After further review, the customer was refunded a total of $4012.60 and the refund has been communicated to them accordingly. 

• Initial Complaint

  Date:10/22/2023

  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 have been trying to get this resolved with FlexCar for the past 2 months but to no avail. They have been double charging me for services since August 2023. This company charged me a monthly fee for rental AND a weekly fee for rental. Meaning every month they charged me $500 and then charged me $100 every week in that month. In August they charged my card almost $2000. In September they charged my card $1500. We are in the 3rd week of October and they have already charged my card over $1000. I contacted them the first week in September 2023 to let them know about the double charges. Every representative I contact for an update say their billing department is looking into it. One representatives name is ****** (as signed on emails I received from them). It is now October 22, 2023 and they still do not have an answer. They were charging my card so much and not responding to me that I had to cancel the card because they drained my bank account and I didnt want them to continue to charge my card because they would not stop!I received an email saying that I had to pay my overdue balance and that they are going to repossess the car. However, I have already paid for this months services. So what they are doing is planning to repossess the car for the overdue balance which is the double charges that I should not have to pay. I have been a customer with them for almost 2 years and this is how Im treated? I have yet to receive a resolution for the double charges. *** called numerous times and am told they cant help me, that I should just pay the overdue balance (which are the double charges) and that all they can do is escalate my issue to another department. Im starting to wonder if they have resolved to fraudulent activity as it should not take this long to resolve this issue. Furthermore, I am at risk of losing transportation that I have already paid for. This has become a big inconvenience and they seem uninterested in resolving this issue.

  Business Response

  Date: 10/26/2023

  We currently have our engineers reviewing the billing issue that ******* is experiencing; at this time, we have no resolution. In regards to the charges she has incurred, we have refunded her and communicated that refund to her account. We will be monitoring her account and providing an update once the billing issue has been resolved.

  Customer Answer

  Date: 11/06/2023

  [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:10/05/2023

  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've been a Flexcar customer for over a year and have never had any issues, with swapping, service, or anything until I first received an e-mail ******* (No Last Name) in Aug 2023.Today is Thursday, 10/5/23 and I just received a visit, at my home, from ARI ********* a vehicle recovery company, looking for a Gray 2021 Chey Malibu (Tag CT BA66719). Please see the attached notice. I personally returned this vehicle on Tuesday, 10/3/23, to ******************************************************************** after having spoken to *****(sp) and I telling her that I would be returning the vehicle that day. I parked the car in in the return parking spots and placed the key in the hands of ****************************Also, I received several e-mails from Alondra stating that there was an odometer issue with the car. I went in for a service appointment in Aug 2023 and the service team said the car was fine and I had no issues. When I initially walked in no one had my appointment on record or had received any notice of why I was coming in. I had to show them **************** e-mail about the odometer for them to have a work starting point.On 9/24/23 I was charged $312.90 for my monthly prepayment. Two days later, on 9/26/23, I received an e-mail for Alondra again, about an odometer issue with the car and that I needed to swap the car our. I was told on 10/3/23 that the window to swap the car was closed and that my Flexcar account had also been closed.When I returned the vehicle, ******* spoke with a man and asked who I needed to contact regarding the return of funds since my account was closed just after I fully paid for a month of service. That man said that "someone" was unplugging the odometer in the vehicle. He didn't say I did it, but he said someone. That's basically accusing me of theft of service.I want a $682.13 refund for my 09/24/2023 $312.90 prepayment, the $19.23 that I paid on 10/4/23, and the $350.00 refundable deposit paid on 03/22/2022 when I first started using Flexcar.

  Business Response

  Date: 10/26/2023

  We have completed our investigation into *******'s issue, and she was contacted by phone and email to apologize for the inconvenience as well as advise on the refunds issued.

• Initial Complaint

  Date:09/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with FlexCar in January 2023, I used their services for 9 months. I was removed because of weekly charges that I could not maintain. They took their car back and kept my $500 deposit. I would like my credit car info removed from their app because they continue to charge different amounts on my stored credit card information. I advised them to remove my credit card and they responded with; "we cannot release your credit card from the account until the past-due balance of $475.46 is paid. Once payment is made, we can escalate your request to have the credit card removed from the account." It is easy to sign up with them but extremely difficult to cancel with them and get billed by mail if needed.

  Business Response

  Date: 10/09/2023

  We have applied the security deposit to the outstanding amount and refunded the difference to the card on file. The outstanding amount is now fully settled.

  Customer Answer

  Date: 10/12/2023

  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. 

  I rejected the response from FlexCar. They sent me a letter and said that they are still, NOT able to remove my credit card information from the account. 
  
  I assume they want to further bill me the usurious amount of $750 for picking up the vehicle. However, I have asked them to send me any balance due notices or bills in the mail and not to deduct from my credit card on file. 
  
  Consumers should be aware of their practice to retain your credit card information. 

  Business Response

  Date: 10/19/2023

  We have checked with our engineering team who was able to remove the payment method from the account in question. We have also recently informed the customer of the update, as well as confirmed that there are no pending charges to be billed. 

  Customer Answer

  Date: 10/28/2023

  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,

  Fatima

   

   

• Initial Complaint

  Date:09/21/2023

  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 November 10, 2022, I paid Flexcar $199 for an annual membership with the plan to lease a car on a weekly basis as needed. I was able to do this until about mid-April when I realized this option was no longer available - only monthly leases were available for reservation. Flexcar announced a relaunch of the service on May 8th and officially removed the option to lease by week. At that point, I reached out to them to cancel my membership and give me a prorated refund for my membership fee as I no longer had use for the service due to their change in policy. They canceled my membership but told me I was ineligible for a membership refund despite the fact that their change in policy meant I could no longer use the service.

  Business Response

  Date: 09/27/2023

  We have reviewed the case and have issued a pro-rated refund in the amount of $99.50.

  Customer Answer

  Date: 09/27/2023

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