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:10/05/2023

  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 canceled my trial subscription in the time allotted. ******* at FlexPro confirmed via SMS text ************ that my trial was canceled (one time order of $151.97) and that future orders would be canceled. FlexPro has continued to charge for two additional order $223.29 each time. They will not return my calls nor calls from my credit card (Chase Bank). Upon further investigation, I have discovered that this is an issue with many others who have tried FlexPro and their predatory business practices are rampant.

  

  Business Response

  Date: 10/06/2023

  Hi ********** Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced with your trial subscription cancellation and subsequent charges.
  
  We take customer satisfaction very seriously, and it is certainly not our intention to engage in predatory business practices. We would like to assure you that we are fully committed to resolving this issue promptly.
  
  Upon reviewing our records, we found that your cancellation request was indeed registered in our system, and Bridget from our team confirmed its processing through SMS text. We apologize for any miscommunication or error that may have occurred in our billing process, resulting in the unauthorized charges on your account.
  
  Please be assured that we have taken immediate action to rectify this situation. We have requested a refund to your credit card for the shipped order#1130395 and canceled order#*******. We have also updated your account to ensure that no further charges will be incurred. If you log in to your account, you should see that your subscription status is cancelled officially and you should receive an email within 24-48 hours, it is worth noting that sometimes that mail gets routed to spam or junk folders.   Regarding your attempts to reach us and resolve this matter, we extremely apologize for any difficulties you may have encountered. Our customer service team strives to offer prompt assistance, but there might have been an oversight in addressing your calls and correspondence. We will investigate this matter internally to identify the breakdown in communication and take appropriate measures to prevent such occurrences in the future.
  
  Once again, we sincerely apologize for any inconvenience this has caused you. We value your feedback and are fully committed to improving our services based on customer experiences like yours.
  
  If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to contact us at [email protected].
  
  Thank you for your understanding and patience. 

• Initial Complaint

  Date:10/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having much difficulty as many others cancelling my subscriptions. Per the websites instructions, I have emailed, used the company chat, and called customer service. All avenues perused multiple times. I am told they will respond within 24-48 hours and I have yet to receive a response. The website claims there in no commitment and easy cancellation with a phone call Monday thru Friday. My choices are to get the subscription cancelled or cancel my credit card and lose all my points. I have tried to cancel this before I was charged again with no success.

  

  Business Response

  Date: 10/03/2023

  ******* We extend our gratitude for bringing the matter to our attention. We deeply regret any difficulties you may have experienced while attempting to cancel your subscription with FlexPro Meals.
  
  We fully understand the level of frustration that can arise when there is a lack of response and challenges in reaching our company. Please accept our sincere apologies for any inconvenience caused throughout this process.
  
  Delivering exceptional customer service is of utmost importance to us, and we want to assure you that we take your feedback seriously. We have verified that your subscription was successfully canceled today, October 3, 2023, from our end. Additionally, an email confirmation regarding the cancellation of your subscription should have been sent by our system. It may be worth checking your spam or junk folders as sometimes emails are directed there.
  
  We apologize for the delay in our response and any inconvenience it may have caused. We genuinely appreciate your patience and understanding.
  
  Should you require any further assistance, please don't hesitate to contact us at [email protected]. Your feedback is highly valued, and we will make necessary improvements in our communication processes to prevent any recurrence of this issue in the future.
  
  Thank you for your understanding.

• Initial Complaint

  Date:09/27/2023

  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.

  Like the multiple complaints before me, I have tried to cancel the service with no luck. The website boasts of no commitment, cancel anytime, but makes it impossible to do it. For two days I’ve sent multiple messages with no response. I canceled my credit card today so I wouldn’t be charged for another week. It seems very sketchy and I definitely won’t be using the service ever again. I’ve used Factor and they had great customer service. But it’s impossible to speak to an actual person with Flexpro.

  

  Business Response

  Date: 09/27/2023

  ******* We extend our gratitude for bringing the matter to our attention. We deeply regret any difficulties you may have experienced while attempting to cancel your subscription with FlexPro Meals.
  
  We fully understand the level of frustration that can arise when there is a lack of response and challenges in reaching our customer service quickly. Please accept our sincere apologies for any inconvenience caused throughout this process.
  
  Delivering exceptional customer service is of utmost importance to us, and we want to assure you that we take your feedback seriously. We have verified that your subscription was successfully canceled on September 27, 2023, from our end. Additionally, an email confirmation regarding the cancellation of your subscription should have been sent by our system. It may be worth checking your spam or junk folders as sometimes emails are directed there.
  
  We apologize for the delay in our response and any inconvenience it may have caused. We genuinely appreciate your patience and understanding.
  
  Should you require any further assistance, please don't hesitate to contact our customer service team directly via SMS at ************. Your feedback is highly valued, and we will make necessary improvements in our communication processes to prevent any recurrence of this issue in the future.
  
  Thank you for your understanding.

  Customer Answer

  Date: 09/27/2023

   
  
  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:09/21/2023

  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 initially subscribed to FlexPro Meal to have nutritious meals delivered to my Mother to ensure She had food to eat. The meals were fine however, the portion sizes and frequency of delivery are too much for her, plus She wanted to have some different options. I have been trying to contact someone from FlexPro Meal to discuss my subscription and making modifications since June 23, 2023. The phone number listed directs customers to either send a text message or use the live chat feature on the website; after the call is ended, a text message stating that someone would get back to me, but they never do and furthermore, there is no live chat feature to be found anywhere on the website. At this point, after several failed attempts to get a response, I am done and would like to have my subscription cancelled, and for no further meals to be charged and delivered.

  

  Business Response

  Date: 09/29/2023

  ****, Thank you for taking the time to share your feedback regarding your experience with Flexpromeals. We apologize for any inconvenience caused and appreciate your patience as we address your concerns.
  
  We understand that the portion sizes and frequency of delivery did not meet your expectations. We value your feedback and appreciate your input in helping us improve our service. We take customer satisfaction very seriously and will consider your feedback as we continue to enhance our offerings.
  
  We apologize for the difficulties you encountered when trying to contact us regarding modifications to your subscription. Our team strives to provide excellent customer service, and we apologize for any miscommunication or delay in our response. Rest assured, we are actively investigating the cause of this issue to ensure that it does not happen again in the future.
  
  We regret any confusion caused by the phone number listed directing you to send a text message or use the live chat feature on our website. We apologize if the text message you received after the call ended did not lead to a very quick response. Your experience is not reflective of the standard of service we aim to provide, and we will review our communication processes to ensure a smoother customer experience moving forward.
  
  We can confirm that your subscription was canceled on September 26, 2023. We apologize if our response time contributed to this decision. 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.
  
  We apologize for the delay in response and the inconvenience it has caused. We appreciate your patience and understanding. We will use it constructively to better our service. If you have any further questions or require any assistance, please feel free to contact us. We value your business and hope to have the opportunity to serve you better in the future.

  
  

• Initial Complaint

  Date:09/20/2023

  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.

  Ive been trying to reach out to the business multiple times through multiple days and have not received a response using the provided tools they give you to get in contact with them. I tried using the chat bot on the website and the bot just says it is away, I have tried texting the number provided as instructed by the website to no avail. I even called the number and was told to text the number or use the chat bot via an automated message. I find it unfair that as a customer I have to be charged for a subscription that I don't want or use anymore becuase of lack of contact on the business end

  

  Business Response

  Date: 09/21/2023

  Hi ******, Thank you for taking the time to share your experience with us. We sincerely apologize for the difficulties you encountered in trying to get in touch with our team. We understand the frustration of not receiving a response and we genuinely appreciate your feedback.
  
  We would like to assure you that providing excellent customer service is our top priority, and we are sorry that we fell short of your expectations in this instance. Your concerns are heard, and we are actively working on improving our communication channels to avoid similar situations in the future.
  
  We apologize for any inconveniences caused regarding your subscription. We believe in providing a seamless experience for our customers. We can confirm that your subscription has been canceled. 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.
  Please accept our apologies for the inconvenience caused. We value your feedback and will use it as an opportunity to learn and grow so that we can better serve our customers in the future.

  
  

  Customer Answer

  Date: 09/21/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ****** *********

• Initial Complaint

  Date:09/19/2023

  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 signed up for FlexPro Meals and liked the meals. However, they use ***** and they keep bringing the box to a central mailbox area - nowhere close to my front door. One week I never got the meals at all. I have tried to complain multiple times but FlexPro has been unresponsive and told me to "file the complaint with *****." I have, and today - guess what? My elderly neighbor again tried to be friendly and pick up my heavy meal box which was not delivered to my door ... again. Tried to contact FlexPro - and the phone number just disconnects! Tells you to text them (I have, no response) or use the chat feature (which is disabled). I JUST WANT TO CANCEL THIS SERVICE. No customer service whatsoever! This is starting to look fraudulent to me.

  

  Business Response

  Date: 09/20/2023

  ****** Thank you for your feedback regarding your experience with Flexpromeals. We're glad to hear that you enjoyed our meals, but we're truly sorry for the issues you've encountered with the delivery process.
  
  We completely understand your frustration with *****'s delivery practices and the inconvenience caused by the central mailbox location. We strive to provide a seamless and hassle-free experience, and we apologize for falling short in this instance.
  
  Regarding your attempts to voice your concerns to our team, we deeply regret any lack of responsiveness you may have experienced. We take customer feedback seriously, and it is our top priority to address and resolve any issues promptly. We apologize for any inconvenience caused by our communication channels, and we appreciate your understanding.
  
  In light of your recent experience with your elderly neighbor attempting to pick up your meal box, which was not delivered to your door, we sincerely apologize for the confusion and inconvenience caused. This is not the level of service we aspire to provide.
  
  We have taken note of your feedback and will be reviewing our delivery procedures to ensure the appropriate actions are taken to prevent such occurrences in the future. We will also be revisiting our customer service systems to address any technical difficulties that may have hindered our communication with you.
  
  Please know that we value your loyalty and are committed to improving your experience with FlexPro Meals. We genuinely appreciate your patience and understanding throughout this process.
  
  We can confirm on our end that your subscription has been canceled already. We will also send you a confirmation email generated by our system. It is worth noting to check your spam or junk folders because sometimes emails get routed to those folders. We are very sorry to see you go but we definitely understand and respect your request to cancel your subscription. We are committed to providing you with the best service possible and appreciate your patience in this matter.
  
  Thank you for bringing these matters to our attention, Diane. We look forward to regaining your trust and providing you with the seamless service you deserve.

  Customer Answer

  Date: 09/21/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I accept the resolution based on assurance today via text from CSR Hope that my account has been closed.

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

• Initial Complaint

  Date:09/18/2023

  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’ve tried reaching out several times through the provided email, provided phone number and the live chat that’s on the website. I’ve heard zero response from anyone and I’ve only received an automated message when attempting to call like the website suggests. I initially placed my order on September 15th, 2023. That same day I tried to cancel any further orders because I was just wanting to try it out. I went through the chat bot saying that my representative would get with me soon. I understand not being able to respond throughout the weekend but I’ve been trying to contact them all day today with no response. All I’m asking is for support to answer with something helpful and to cancel any future orders.

  

  Business Response

  Date: 09/19/2023

  Hi *******

   

  Thanks for reaching out to us, we'd love to assist you asap. However, we cannot find a Flexpromeals account under the name, phone number and email you have provided. Unfortunately. since we cannot locate your subscription, we kindly ask to send us any order number and email address you used to sign up with *********************

  Thanks and we look forward to hearing back.

  

  Business Response

  Date: 09/29/2023

  **** Thank you for writing back and providing the correct subscription number and information needed. We sincerely apologize for the lack of response you experienced when trying to reach out to us through the provided email, phone number, and live chat. We understand how frustrating it can be to not receive a fast response, and please know that we appreciate your patience.
  
  Firstly, we would like to apologize for the delay in our team's response after you initially placed your order on September 15th, 2023. It is regretful that you had a difficult time reaching our team to address this request promptly. Rest assured, we take your feedback seriously, and we will investigate this matter internally to ensure such instances do not occur in the future.
  
  We acknowledge that our chat bot indicated a representative would be in touch with you soon, and we apologize for the miscommunication if it failed to happen.
  
  Please accept our sincerest apologies for any frustration this has caused you. We value you as our customer and want to make things right. We can confirm on our end that your subscription has been canceled last September 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.
  
  We apologize for the delay in response and the inconvenience it has caused. We appreciate your patience and understanding. Your feedback is invaluable to us as we continuously strive to improve our processes and ensure a seamless customer experience. We genuinely appreciate your understanding and patience in this matter.
  
  If there is anything else we can assist you with, please do not hesitate to let us know directly. We are committed to resolving this issue to your satisfaction. 

  Customer Answer

  Date: 10/03/2023

  
  
  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:09/18/2023

  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 multiple times. Every time I call direct me to text message and or message online and then hangs up on me. Every time I message online it direct me to the text message number. Every time I text message no one ever gets back to me. It’s a giant circle with no end in sight. Horrible horrible company.

  

  Business Response

  Date: 09/20/2023

  ***** Thank you for taking the time to share your experience with us. We apologize for the inconveniences you have faced while trying to cancel. We understand how frustrating it can be when you encounter difficulties in reaching out to us.
  
  We are truly sorry if our customer service did not meet your expectations. This is not the experience we want for any of our valued customers. Upon checking, we can confirm on our end that your subscription has been canceled last 9/18/2023. We will also send you a confirmation email. It is worth noting to check your spam or junk folders because sometimes emails get routed to those folders. We are very sorry to see you go but we definitely understand and respect your request to cancel your subscription. We are committed to providing you with the best service possible and appreciate your patience in this matter. Once again, we apologize for any inconvenience caused and appreciate your feedback. Your satisfaction is our top priority, and we are committed to improving our services based on your valuable input.
  
  Thank you for giving us the opportunity to address this matter, and we hope to have the chance to restore your faith in our company.

  
  

  Customer Answer

  Date: 09/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  
  
  Complaint: ********
  
  
  I am rejecting this response because: when I called and then texted to cancel, I informed the person that I better not be charged for anything else. There was an order processed LAST WEEK that never shipped. The day after I cancelled it magically was shipped. I have no clue how long it sat and will not be eating it and better be getting a refund! This is such horrible service that I have to use BBB just to get any answers. 
  
  
  
  Regards,
  
  
  **** ********

  

  Business Response

  Date: 09/29/2023

  ***** Thank you for bringing this matter to our attention. We sincerely apologize for the inconveniences you have experienced with our service and the delayed shipment of your order.
  
  We completely understand your frustration and we assure you that this is not the level of service we strive to provide. We want to do everything we can to make it right for you.
  
  Please know that we have carefully reviewed the details of your settlement request and we apologize for any miscommunication that may have occurred. In order to resolve this situation, we have requested a refund for the order that was shipped after you had canceled it. The refund should be processed within the 7 to 10 business days.
  
  We take customer satisfaction very seriously and we are committed to improving our processes to prevent situations like this from happening again in the future. We value your feedback and will use it to address any issues and improve our overall service.
  
  If there is anything else we can assist you with or if you have any further questions, please do not hesitate to reach out to us directly. We are here to help and ensure your satisfaction.
  
  Thank you for giving us the opportunity to address your concerns and regain your trust. We wish you all the best. 

• Initial Complaint

  Date:09/12/2023

  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 been using this service for a month and now wish to cancel. When I made this decision I found that this company does not let you cancel online. They have only messaging via their site to contact them. The messenger told me multiple times a “manager” would contact me to manage my subscription. I tried to cancel last week than I was charged again. I’ve tried this week for 3 days in a row with no contact and I keep messaging to try and contact a person. They have a week delay option that doesn’t help with anything except delay you canceling. This is an obviously a Tactic used to deter and prevent people from canceling their subscriptions. Do yourself a favor and try a different company that left you manage the subscription via the site fully.

  

  Business Response

  Date: 09/15/2023

  *****,Thank you for sharing your experience with Flexpromeals. We apologize for any inconvenience you may have faced while trying to cancel your subscription.
  
  At Flexpromeals, we aim to provide our customers with a seamless experience, including an efficient cancellation process.

  We understand that canceling a subscription should be hassle-free, and we apologize for any difficulty you encountered in this regard.
  
  We appreciate your feedback regarding our current cancellation procedure, which only allows messaging via our site.

  Your feedback is invaluable to us as we continually strive to improve our services. We understand that speaking to someone directly is important, and we are actively working on implementing a more convenient cancellation process.
  
  Regarding the manager contacting you to manage your subscription, we apologize for the miscommunication.

  We will address this issue with our messaging team to ensure such misunderstandings are avoided in the future.
  
  We are truly sorry for the inconvenience caused by the delay option. We understand that it may not have been helpful in your cancellation process. We are actively reviewing this feature to make it more effective and customer-friendly.
  
  We genuinely appreciate your patience in trying to reach out to us repeatedly. However we can confirm on our end that you contacted us on September 11th and on September 12th, your subscription was canceled, you even responded with Ok. 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 gets routed to those folders.
  

  We kindly request for screenshots with timestamp and date prior to September 6th (your last billing cycle that was processed) you have requested cancellation with a visible date so we can investigate further. 

  
  Please know that any order already charged before cancellation is an order that will be delivered to you and will not be available for a refund. This is something shown on our terms and conditions ********************************************** and also on our FAQs *********************************************

   Rest assured, we are committed to resolving this matter for you promptly. We assure you that we value your satisfaction as a customer, and we are actively working on optimizing our communication channels to ensure that all queries and concerns are addressed in a prompt manner.
  
  We understand your frustration with the situation and apologize for any negative impression it may have left. Our goal is to provide the best possible experience for our customers, and we regret that this has not been your experience thus far.
  
  We kindly request you to provide us with the requested details by showing us here with BBB or email us directly at [email protected], so that we can address your concerns accurately.
  
  Once again, we confirm that your subscription was canceled the same day you sent in this complaint, nonetheless, we apologize for any inconvenience caused and appreciate your patience and understanding. We look forward to resolving this issue and regaining your trust as a valued customer.
  

  
  

• Initial Complaint

  Date:09/10/2023

  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.

  We ordered online meals FlexPro Meals
  We wanted to try a different meal prep company from the one we previously ordered from. We placed the order on 8/29 and received the meals 2 days later. Realizing they immediately lock you into a reoccurring 4 week charge. So we tried canceling immediately.. we called multiple times leaving messages, emailed and DM them on their Instagram account.
  Our card was charged a second time on 9/6 with no meals delivered and no email with any update on shipping . So we called out bank to stop payment going forward from FlexPro Meals.
  This morning 9/11 we finally received and email from Horacio … he called us and basically said they were not refunding us for the meals we never received and he hung up on us . The first charge we receive the meals
  We want a full fund on the second charge of meals we never received.

  

  Business Response

  Date: 09/15/2023

  Thank you for contacting us here, we'd love to help. To assist you accurately further, could you please send us a screenshot with the visible dates when you were requesting to cancel your subscription? We're asking since we cannot find messages for cancellation request before September 6, 2023 and your direct message was taken only today hence we would need a valid request of canceling or messaging us with date/timestamps. Please know that any order already charged before cancellation is an order that will be delivered to you and will not be available for a refund. This is something shown on our terms and conditions ********************************************** and also on our FAQs *********************************************
  
  I hope this info helps clarify and confirms the cancellation of your subscription. You should have also received an email confirmation of the cancellation. Sometimes that email get sent to spam or junk folder so it's worth checking those. 
  
  Thank you again for reaching out to us and we look forward to your screenshot/response.