Complaints

This profile includes complaints for Flexpro Meals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Flexpro Meals

  5706 Troost Ave Kansas City, MO 64110-2826

  
• 

  Flexpro Meals

  PO Box 8855 Kansas City, MO 64114-8855

  

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:12/13/2023

  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.

  Flex Pro Meals is making it impossible to cancel my subscription. When you select cancel on the website, it says to call. When you call it says to text or use the chat feature. When you text they don't respond. There is no chat feature. I have emailed with no response.
  All I need is to cancel my subscription. The reason is that it was advertised as $6.99 meals for life. However my plan is $72.93/week for 7 meals. Which quick math will tell you is not $6.99 per meal.

  

  Business Response

  Date: 12/15/2023

  ***** Thank you for reaching out to us regarding your experience with Flex Pro Meals. We sincerely apologize for any inconvenience caused and we appreciate you bringing this to our attention. Regarding the lack of response to your text and email inquiries, we reviewed your initial billing inquiry via SMS. We apologize for the lack of response from our customer service team. However, upon your email to Helena on Wednesday 12/13/2023 and you received a response within 3 hours, and the following day, your cancellation request was granted. You were also informed via SMS and email yesterday in regard to the cancellation however we haven't heard back from you for further acknowledgment. Be assured that we value your time and are actively working on reducing response times.
  
  We apologize for any confusion regarding the pricing of our meals. While our $6.99 per meal offer is initially intended for our introductory offer for Pro Plans, it seems there may have been a misunderstanding or error in the pricing of your plan. Though your subscription has been canceled, we have notified our IT department for further evaluation of the pricing. We can confirm that you were not able to utilize our coupons to match your order hence you were billed in the normal price of our discounted meals for life ProPlan for 7 meals. Please note that all customers are responsible in placing their first order coupons and they are only valid for first time orders and we are sorry that you were not able to include it in your first order. We understand your frustration and once again apologize for the inconvenience caused. At Flex Pro Meals, we strive to provide excellent customer service and we are committed to resolving this matter to your satisfaction. We appreciate your patience and understanding. Should you decide to give us one more try, please reach out to [email protected] and we'll be more than happy to set up your account as seamless as possible. Thank you for bringing this experience to our attention and we wish you all the best!

  Customer Answer

  Date: 12/15/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:12/13/2023

  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.

  I have tried to cancel my subscription for two days now. I’ve sent multiple text messages as it says to on their website and when I reply back I don’t get a response. I have used the live chat several times and each time it says to wait for a phone call from an agent. I needed to cancel my subscription before the next order was shipped because I can’t afford another order. It’s absolutely ridiculous how hard it is to cancel this subscription.

  

  Business Response

  Date: 12/14/2023

  ********Thank you for reaching out and sharing your experience with us. We apologize for any inconvenience you have faced while trying to cancel your subscription.
  
  We understand the frustration you may have encountered while attempting to cancel your subscription through our text messaging system and live chat. We apologize for any delays in our response and understand the urgency of your request.
  
  Our team is fully committed to ensuring smooth and efficient customer service, and we apologize for any inconvenience caused by the delay in canceling your subscription. We have taken note of your feedback and will use it to improve our communication channels and response times.
  
  Please be assured that we have canceled your subscription two days ago, as per your request. You should have also received an email confirmation from our system directly. Sometimes it's worth checking your SPAM or Junk folders. However, we acknowledge that the process was not as swift as you had anticipated, and we apologize for any inconvenience caused.
  
  We truly value your feedback, as it helps us identify areas where we can improve our service. If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out to us. Your satisfaction is our top priority, and we are committed to resolving any issues promptly.
  
  Thank you for your understanding and patience throughout this process.

  
  

• Initial Complaint

  Date:12/08/2023

  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.

  Canceling is predatory you literally have no way to cancel yourself.
  
  The website will send you to a phone number that will not pick up and will not text back. I’ve been trying to cancel for over a week. They said they will call me but they won’t.
  
  It’s literally a consumer trap to keep extracting money from you. This is done by design so they keep charging you.
  
  I have to keep logging in to push the delivery or I will be charged hundreds of dollars a week. I don’t have time for this.

  

  Business Response

  Date: 12/08/2023

  ****, Thank you for sharing your feedback about your experience with Flexpromeals. We sincerely apologize for any frustration and inconvenience this may have caused you.
  
  We understand that it is crucial for our customers to have a seamless cancellation process, and we apologize if we didn't meet your expectations in this regard. Our goal is to provide a user-friendly and efficient experience, and we apologize for any difficulties you encountered while trying to cancel your subscription.
  
  We genuinely appreciate your patience and would like to assure you that we have taken your feedback seriously. We have thoroughly reviewed our cancellation process and have made necessary improvements to ensure that our customers can easily cancel their subscriptions, without any hassle.
  
  Moreover, we apologize if our customer service team has not been responsive to your request. This is certainly not the experience we want our customers to have. We are working diligently to address this issue and enhance our communication channels, so that our customers can reach us conveniently and receive prompt assistance.
  
  Customer satisfaction is our utmost priority, and we deeply regret any inconvenience caused. We value your business and we can confirm that your subscription has been canceled. You should also receive a confirmation email within the next 24-48H, it is worth noting that this mail can be sent to your spam/junk folders, so please check them later. Rest assured, your subscription has been canceled and you will not get billed in the future. Once again, we apologize for any inconvenience caused and appreciate your feedback. We strive to improve our services based on customer input, and we appreciate your time in sharing your concerns.
  
  Thank you for choosing Flexpromeals.

  
  

  Customer Answer

  Date: 12/10/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it took me going to the BBB to cancel my account. This doesn’t resolve the main issue of it being purposely difficult so this will affect any Americans who try this service. It should be easy to cancel for anyone that doesn’t want this service on your website and if you provide a phone number it shouldn’t auto disconnect regardless of which option is selected. Also your chat service employees should have the ability to cancel not schedule a callback that never materializes. 
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:12/06/2023

  Type:Delivery 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.

  We ordered the Flexpro meals a few months back. We had started to get backed up on them so I skipped some of the weeks. My husband and I now decided that we just want to cancel the subscription. I have been trying in vain talk to someone to help me cancel it. The number you call tells you to either text them at the number they provide you or to chat with them on a live chat located in the lower right corner of their web page. I have tried texting them numerous times and didn't get a response until I said I was going to contact my Bank to put a stop on the debits. They text back saying someone would be contacting me. I'm still waiting. I tried reaching out to them via chat and was also told someone would be contacting me. I'm still waiting. I contacted my Bank to see if they would stop the payments but they said because it's a debit they can't stop the payments. I'm tired of having to keep bumping the delivery out a week. If I miss the window to push the delivery out another week then the meals will start again and I will be charged. I don't need a refund as I have the meals all I want is to cancel my order and be done with this company.

  

  Business Response

  Date: 12/08/2023

  ********** Thank you for sharing your feedback on your experience with Flexpromeals. We appreciate you taking the time to bring this matter to our attention, and we sincerely apologize for any inconvenience you have encountered in trying to cancel your subscription.
  
  We understand that it can be frustrating when you are unable to reach someone for assistance. Our team strives to provide excellent customer service, and we regret that we fell short in this instance. Your feedback is invaluable to us, and we assure you that we are taking immediate steps to rectify this situation and improve our communication channels.
  
  Please rest assured that your subscription has been successfully canceled as per your request. You should also receive an email confirmation within 24-48 hours. We apologize for any confusion or delay you might have experienced during this process, and we appreciate your patience and understanding.
  
  If there is anything else we can assist you with, please do not hesitate to reach out to us at your convenience. We are committed to ensuring your satisfaction and are always here to provide any further assistance you may require.
  
  Once again, we apologize for any inconvenience caused and thank you for bringing this matter to our attention. We value your feedback and will use it to improve our services moving forward.

  
  

• Initial Complaint

  Date:12/05/2023

  Type:Order 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 pro llc maintains a hidden contract that is not posted conspicuously in clear language that requires someone to engage in 4 transactions with them when the customer is made to think they are paying for one transaction. It is all but impossible to get a subscription canceled. Further, even if the customer cancels, they are required to pay the remaining transactions in the subscription. This is immoral, disingenuous, and seems illegal. In addition, my meals were rancid, which tracks with the 19 Health Code violations that the Kansas City Health Department found with their meals. The food is disgusting and I would not have bought the first box if the language wasn't purposely manipulative to trick customers into having to buy 4 orders.

  

  Business Response

  Date: 12/08/2023

  ******Thank you for taking the time to share your feedback on Flexpromeals. We appreciate your concerns regarding the contract terms and the difficulties you faced in canceling your subscription.
  
  At Flexpromeals, we strive to provide clear and transparent communication about our services and subscription terms. We apologize if there was any confusion regarding the number of transactions required. Our intention is never to mislead our customers, and we appreciate you bringing this matter to our attention. We will certainly look into making our contract terms clearer and more easily accessible to avoid any future misunderstandings.
  
  We are sorry to hear about your poor experience with the quality of our meals. Food safety and customer satisfaction are of utmost importance to us. We take your concerns seriously and assure you that we are closely working with the Kansas City Health Department to address any health code violations that have been found. We continuously strive to maintain the highest standards of food quality and safety.
  
  We would like to make things right for you and regain your trust. We have reviewed your account and have fully canceled your subscription, as per your request. Please note that there will be no further charges. We have also requested a full refund on your one and last order. Please allow 7-10 business days upon approval of our billing department and you should receive your money back depending on your bank accept times. Feel free to contact us at [email protected] should you require further help. Your satisfaction is our top priority and we are committed to resolving any outstanding concerns.
  
  Thank you again for sharing your feedback, Scott. We sincerely apologize for any inconvenience caused and appreciate your valuable input as it helps us improve our services.

  
  

• Initial Complaint

  Date:12/01/2023

  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.

  I've been trying to cancel my subscription but every time I contact the live chat it tells me to call a number. A robot answers the phone and says to contact the live chat. I feel like they are trying to scam people with this. No customer service at all and i still have not been able to cancel my subscription. I just want them to respond and cancel my subscription so i'm not charged anymore.

  

  Business Response

  Date: 12/04/2023

  Hi *******,

  Thank you for bringing this matter to our attention. We are truly sorry for the inconvenience you have experienced with our customer service and cancellation process. Rest assured, we consider customer satisfaction as our top priority and we appreciate your feedback as an opportunity to improve.
  
  We understand your frustration with the difficulty in cancelling your subscription.

  We sincerely apologize for any confusion caused by our live chat directing you to call a number and the subsequent loop. This is certainly not the level of service we aim to provide.
  
  To rectify this issue, we have immediately addressed the problem with our live chat feature and implemented measures to ensure that our customers receive accurate and efficient support. Furthermore, we have taken steps to improve our phone system to prevent any future complications.
  
  Regarding your request to cancel your subscription, we apologize for any delay you may have experienced. Please know that we are committed to resolving this matter promptly. Our team has been alerted about your situation, and we can confirm that your subscription has been cancelled as per your request, and no further charges occur. You should also receive a confirmation email and sometimes that mail is routed to spam or junk folder so it's worth checking it there.  Once again, we sincerely apologize for falling short of your expectations and for any inconvenience this may have caused. We greatly value your feedback, as it helps us improve and provide the best possible service to our customers. Should you have any further concerns or require any additional assistance, please do not hesitate to reach out to us directly.
  
  Thank you for your understanding and patience.

  
  

• Initial Complaint

  Date:12/01/2023

  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.

  $98.59 on 11/24.
  
  I ordered meals from FlexPro meals on 11/24. I wanted to try out the meal prep service. I quickly decided this was not the right fit for me. The food was not good/overpriced. I tried to cancel my subscription but customers are not allowed to do so on their online account. I reached out to the chat bot which stated I would have to wait for an account manager to reach out to cancel. The account manager did not reach out to me until I was persistent. When they did reach out via text, I stated I would like to cancel. They offered 30% and I declined and stated once more I would like to cancel. The rep then stopped responding (I have text proof). I do not want to be charged the next payment of $241 and I cannot get ahold of a representative. Furthermore, the phone number they provide on the site tells you to go to the chat bot and then hangs up.

  

  Business Response

  Date: 12/04/2023

  Hi *******,

  Thank you for taking the time to share your feedback regarding your recent experience with FlexPro Meals. We sincerely apologize for any inconvenience or dissatisfaction you may have encountered throughout the process.
  
  We understand that when it comes to meal prep services, personal preference plays a vital role in determining whether the provided food meets your expectations. We regret to hear that the meals did not meet your taste preferences and that you found them overpriced. We appreciate your thoughts and will take this into consideration for future improvements.
  
  We apologize for the difficulty you faced in canceling your subscription through the online account. Our intention is to provide a seamless experience for our customers, and we apologize if our current process did not meet your expectations. We appreciate your patience and understanding.
  

  
  Regarding the delay in reaching out to you, we understand how frustrating this must have been. We apologize for any inconvenience caused by this delay. We strive to provide timely and efficient customer service, and we regret any lapses in communication that may have occurred.
  
  We appreciate your persistence in reaching out to us, and we apologize if our initial offer of 30% off did not align with your desired resolution.

  We understand that cancellation is your preference, and we can confirm that your subscription has been canceled last November 30th. You should have also received an email confirmation and sometimes it gets routed to your spam/junk folders. Your feedback is valuable to us, and we will use it to improve our services and processes.
  
  Please be assured that your subscription has been canceled as per your request. We genuinely appreciate your support and hope to have the opportunity to serve you better in the future.
  
  If there is anything else we can assist you with, please do not hesitate to reach out to us directly. Your satisfaction is our top priority.

• Initial Complaint

  Date:12/01/2023

  Type:Delivery 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 had purchased my the pro meal on Nov 2nd and received my regular sized meals. The portion size left my starving so I decided to upgrade to the larger portion sized meals on Nov 8th.
  
  The larger portion sized meals still left me hungry. In addition, the quality of the food decreased and I would have issues digesting. On November 14th, I contacted FlexPro to cancel my subcription as I no longer wanted to use their service. I've been told that I was not "allowed" to because I was locked in a 4 week subscription and was offered a % off.
  
  On Nov 29th, I contacted Flex Pro after receiving my 3rd week box that I was really unhappy with their service and that I did not want to receive my 4th week box and wanted a refund. I was just told that again, this is not applicable and that I would have to basically, proceed with something I am unhappy with. Not to mention, I let the account manager know they're advertising their meals at 372 G per serving but WITH the container it measures out to 336 G per serving. In addition, the % DV is including for nutrient which is not adding up to what is advertise.
  
  The account manager told me that he has to charge my card one more time and then my account will be canceled - after explaining how unhappy I am with their product and service.

  

  Business Response

  Date: 12/04/2023

  ******,Thank you for bringing this issue to our attention. We apologize for any inconvenience you may have experienced with our FlexPro meals.
  
  We understand that receiving meals that leave you hungry is not the experience we strive to provide. We apologize for the dissatisfaction caused by the portion sizes of both the regular and larger meals. Your feedback regarding the decrease in food quality is also duly noted, and we apologize for any issues you faced with digestion.
  
  Regarding your cancellation request, we apologize if there was any confusion. As you mentioned, our subscription service is locked in for a 4-week period. However, we understand your concerns and we would like to make things right. We can confirm that we've canceled your subscription and as a sign of goodwill, we've requested a 50% refund for your last order.

   Thank you for your valuable feedback. We strive to continuously improve our services and your input helps us in doing so. We appreciate your understanding and hope to have the opportunity to make it right with you. We wish you all the best. 

  
  

  Customer Answer

  Date: 12/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:11/20/2023

  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.

  They have intentionally made cancelling orders so difficult that it’s absurd. You click cancel on the side and it says to call, you call and you get an auto message that says go to the site and chat, you go back to the site and try the chat and they tell you you might be able to cancel in 72 hours or so if they get around to calling you back.
  
  Honestly, I’ve never ran into this level of chicanery from a business like this before. I will be letting everyone I know not to do business with them.

  

  Business Response

  Date: 11/27/2023

  **********Thank you for taking the time to share your feedback regarding your experience with Flexpromeals. We sincerely apologize for the inconvenience you have faced while attempting to cancel your order and the frustration it has caused.
  
  We understand the importance of providing a seamless cancellation process, and we deeply regret that we fell short of your expectations in this regard. Your feedback has brought this matter to our attention, and we are actively working on improving the cancellation process to ensure a more efficient and convenient experience for all our customers.
  
  We apologize for any confusion caused by our customer service channels. Our intention is always to provide prompt assistance, and we regret any miscommunication you may have experienced. We appreciate your patience and understanding during this situation.
  
  At Flexpromeals, we value our customers' satisfaction and strive to rectify any issues promptly. We would like to sincerely apologize for any inconvenience caused and reassure you that we are taking your feedback seriously. Your satisfaction is of the utmost importance to us. At your request, we've canceled your subscription and removed your payment information. You would also receive a confirmation email from our system within 24 hours, sometimes this mail gets routed to junk or spam folders so please check on those folders later.
  
  We deeply regret any negative impression this experience may have left, and we genuinely appreciate your understanding. We hope to have the opportunity to regain your trust and serve you better in the future.
  
  Thank you for bringing this matter to our attention.We wish you all the best.

• Initial Complaint

  Date:10/20/2023

  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.

  Meal quality has sharply dropped, most recent order had food that was rancid. Attempts to cancel or contact the business have been ignored.

  

  Business Response

  Date: 10/20/2023

  ***** Thank you for taking the time to share your feedback regarding your recent experience with Flexpromeals. We sincerely apologize for the inconvenience and disappointment you have encountered with the quality of our meals and our lack of responsiveness. We understand how crucial it is for our customers to receive fresh and high-quality meals, and we deeply regret that your most recent order did not meet these expectations. This is certainly not the kind of experience we strive to provide, and we are genuinely sorry for any discomfort caused by receiving rancid food.
  
  . We are committed to providing exceptional customer service, and we assure you that we take your feedback seriously. We can confirm on our end that your subscription has been canceled today October 20, 2023. You should have also received an email confirmation from our system about the cancellation of your subscription. It is worth noting to check your spam or junk folders because sometimes emails get routed to those folders within 24 hours.
  
  We value your satisfaction and loyalty as a customer, and we're truly sorry to see you go however we respect your decision to cancel.
  
  
  At Flexpromeals, we are committed to continuously improving our products and services to meet and surpass our customers' expectations. Your feedback serves as a valuable insight, and we appreciate your honesty in bringing this issue to our attention.
  
  Once again, we apologize for the disappointment caused and any inconvenience you have experienced. We value your trust in our meals, and we are determined to regain your confidence hopefully someday. We look forward to assisting you promptly and ensuring your utmost satisfaction.

  
  

  Customer Answer

  Date: 10/20/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******