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: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.

   

   

  
  

• Initial Complaint

  Date:09/08/2023

  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.

  I received my very first delivery yesterday. It’s worth noting that I was also charged for another week of meals before I ever even received my first delivery, so I had no opportunity to form an opinion about the service before they took more of my money. The box was not properly sealed and the delivery person from FedEx seemingly dumped the box at my door, which caused the top to split and one of the meals to explode and get food all over the box and the remaining meals. There was also a dark hair visible on the food of the meal that broke. I have reached out attempting to cancel my subscription because I am appalled by the lack of care this company puts into their packaging and delivery methods. I have reached out twice now to cancel, both times I’ve been told an account manager would reach out to assist and I have not heard back. For a company that advertises “no commitment” and “cancel anytime”, they sure make it difficult to do so. Like the others below, if this is not resolved by tomorrow I will be reporting the charges as fraudulent with my bank. It should never EVER be this difficult to cancel a service.

  

  Business Response

  Date: 09/15/2023

  Hi ******. Thank you for taking the time to share your experience with Flexpromeals. We appreciate your feedback and we're sorry to hear about the difficulties you've encountered in trying to cancel your subscription. We understand how important it is for our customers to have an easy and hassle-free cancellation process, and we apologize if our current system has caused you any frustration.

  
  However, upon reviewing your subscription details, we can confirm that your subscription was canceled on 9/8/23 as per our discussion and on the very same day you sent this complaint to BBB. 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 understand that canceling a subscription can be a personal decision, and we respect your choice. We have also discussed with you directly that we'll be filing a refund request on your behalf as well.

  
  Thanks again for contacting us here and if you have any further questions or concerns, or if there is anything we can do better,  please do not hesitate to reach out directly to us. We hope that you might consider giving Flexpromeals another chance in the future. We wish you all the best.
  
  

• Initial Complaint

  Date:09/07/2023

  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.

  I have been attempting to contact this business following all the advertised steps in order to cancel my subscription. I am due to be billed again in a few days and am going to have to contact my bank to report fraudulent charges if I am billed again. It is ridiculous how difficult they make it to cancel the subscription. Their marketing strategy seems pretty clear to lure you in with advertising and get as much out of you as they can after you are subscribed with no intention of allowing the cancellation. It is unfortunate that a good business model would have to turn to such shady tactics.
  
  I have no problem paying for what I received thus far, but do not want to continue my subscription. Nobody will respond to my request to cancel other than the live chat where they say a customer service rep will call me, but they never call.

  

  Business Response

  Date: 09/15/2023

  Thank you for taking the time to share your experience with Flexpromeals. We appreciate your feedback and we're sorry to hear about the difficulties you've encountered in trying to cancel your subscription.
  
  We understand how important it is for our customers to have an easy and hassle-free cancellation process, and we apologize if our current system has caused you any frustration. We would like to assure you that we do not employ any shady tactics or have any intention of making it difficult for our customers to cancel their subscriptions.

  However, upon reviewing your subscription details that matches your email address here, we can confirm that your subscription was canceled on 9/7/23 the very same day you sent this complaint to BBB. 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 understand that canceling a subscription can be a personal decision, and we respect your choice.
  Thanks again for contacting us here and if you have any further questions or concerns, or if there is anything we can do better,  please do not hesitate to reach out directly to us. We hope that you might consider giving Flexpromeals another chance in the future. We wish you all the best.
  
  

• Initial Complaint

  Date:09/06/2023

  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.

  Hi this flex meals place is a scam my bank account is about to overdraft they won't take me off my plan and get me a refund. Iv been talking with them for 4 days now and nobody will speak to me on the phone. I feel like it's a scam cause the food is disgusting and taste horrible I have car insurance and a car knote and other responsibilities to take care of it's not fair to let them take advantage of people like this. Worst costumer service I have ever been thru. All I want is to have my subscription cancelled so I never have to deal with them the only option I have at this point is cancel my card and get a new one and risk missing a payment and having a late fee. I just want to be out of this bullshit and be left alone by flex meals please help me cancel my subscription so I can live my life without having them steal my money. Please and thank you

  

  Business Response

  Date: 09/15/2023

  *******

  Thank you for taking the time to share your experience with Flexpromeals. We appreciate your feedback and we're sorry to hear about the difficulties you've encountered in trying to cancel your subscription. We understand how important it is for our customers to have an easy and hassle-free cancellation process, and we apologize if our current system has caused you any frustration.

  However, upon reviewing your subscription details that matches your name and info given here, we can confirm that your subscription was canceled on 9/6/23 the very same day you sent this complaint to BBB. 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 understand that canceling a subscription can be a personal decision, and we respect your choice. Again, we're truly sorry for the inconvenience caused.
  Thanks again for contacting us here and if you have any further questions or concerns, or if there is anything we can do better,  please do not hesitate to reach out directly to us. We hope that you might consider giving Flexpromeals another chance in the future. We wish you all the best.
  

• Initial Complaint

  Date:09/06/2023

  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.

  When trying to contact customer service you can't actually speak to anyone. You have to communicate through text. I contacted through text on 8/30/23 to cancel my subscription. I was then told i would be contacted by an account manager in 24 to 48 hours. I reach out again the following day. They said we already have you in the system some one will contact you. Later that day i get a text saying can you explain why you want to cancel, so i did. I receive no response until 9/5/23 again they said we are working on it. I checked the site and my subscription showed canceled. They still charged me and shipped me 21 more meals even though I asked them not to. Now I have 21 more meals I will be forced to eat. I texted 3 more times asking if they could cancel or return the food. I have heard nothing. Customer service is non existent with this company. I wouldn't recommend them to anyone.

  

  Business Response

  Date: 09/15/2023

  Hi *****, Thanks for reaching out to us here and for bringing this to our attention. We're very sorry for the inconvenience caused. Can you please send the screenshots of all your requests for the abovementioned dates in contacting us to ***********************? We would like to resolve this quickly with you. Thanks for your help and we look forward to hearing back directly.

• Initial Complaint

  Date:08/29/2023

  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.

  There’s no way to cancel in a timely manner without cancelling your card. tried to contact them 8/12 to cancel my subscription. (I have screenshots) no response. According to their voicemail, someone would call me back. But again I then got a notification that I was getting a delivery and they charged my card. So I sent a message again on 8/16. (Also I have screenshots of this) - No response. But I did get an email saying that my account was on hold until I review it. So I was thinking “that’s PERFECT!” Until yesterday 8/28 when I got an email saying they had charged my card & a delivery would be there in the morning. So I called 7 times. Their answering machine says to text or go online. So I went online - and it was a bot. So I texted the number on their website, the number on their voicemail & the number that a girl would text me from to find out if I received my meals. I spend 30 minutes straight trying to find human contact at flex pro. Still no response. I finally found an email address to someone in sales on the internet and i emailed them. They also didn’t respond. I almost started loading the internet with reviews but I waited til today to see if they would refund me because it is their mistake. But all I got was an email saying - we got your email - sorry, we cancelled it. Hopefully you come back.
  No refund. No acknowledgment of ignoring all my past messages or apology that they trap people into a subscription. No apology from them that their website doesn’t have a cancel button on it. And I just learned from someone that used to work with them - they purposely do this and they also don’t care if they get a negative review because they will have someone post a fake review, and they will write a long apology response to your review to make the world think they are fixing your problem if you contact this specific person, But they don’t. This company wasn’t always like this. I used them before the pandemic & liked them.

  

  Business Response

  Date: 09/11/2023

  Hi ******, Thank you for reaching out to us here again and to keep things streamlined and transparent with BBB, we are sharing our responses based on your concerns about your Flexpromeals subscription the first time you contacted us and our response stays consistently as per our last conversation. We apologize for any inconvenience and frustration this may have caused you. 
  
  Firstly, we would like to assure you that your account has indeed been cancelled as per your request. We understand that it can be frustrating not to find an account number in your emails, and we apologize for any confusion caused. We fully acknowledge your disappointment with the recent delivery made based on your subscription. This is not the experience we strive to provide, and we deeply apologize for the inconvenience caused. We assure you that we take this matter seriously and will take appropriate action to prevent it from happening again in the future. I've gone ahead and requested a refund for your last order, Order********. 
  
  You can expect to see the refund reflected in your account within 7-10 business days, depending on your bank's processing time. We understand your frustration and your intention to share your experience through reviews. And contrary to your thoughts, we do care and listen to our customers. However, we kindly request your patience and cooperation as we work towards resolving this matter. Our team is committed to resolving your issue promptly and to your satisfaction. We appreciate your understanding and the opportunity to make things right.

• Initial Complaint

  Date:08/29/2023

  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.

  Ive been trying to cancel my subscription for the past few days but there is no number to call and no one answers the text messages on top of the “fast messaging” in the bottom of the corner of there website, i get nothing back. I just want my subscription ended

  

  Business Response

  Date: 08/29/2023

  ******* Thank you for reaching out to us and sharing your concerns. We apologize for any inconvenience you may have experienced in trying to cancel your Flexpromeals subscription.
  
  We understand the frustration of not being able to find a contact number or receiving a prompt response via text messages. I've also sent you a SMS copy of my response. Our team is currently working hard to improve our customer service channels and provide better support to our valued customers like yourself.
  
  I've gone ahead and canceled your subscription. You should also receive an email confirmation directly from our system. We're sad to see you go but we respect your decision.
  
  At Flexpromeals, we always strive to offer the best customer experience, and we appreciate your feedback as it helps us identify areas where we can improve. We apologize for any inconvenience caused and assure you that we are taking your concerns seriously.
  
  Please do not hesitate to contact us if you have any further questions or need any additional assistance. We are here to help you.
  
  Thank you for your understanding and patience.

  
  

• Initial Complaint

  Date:08/28/2023

  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 reached out to the company via phone calls and now on-line chat and texting, but still zero responses, which is common occurance with FlexPro.
  I would simply like to cancel my subscription because I do not care for the meals at all and dont' want to continue to receive these meals and waste money and resources.
  Simple communication would got a long way in rectifying this situation, but FlexPro do not make it easy to contact anyone in the company, and the more research I have done shows they do not return at messages, especially in regard to canceling the order.
  I have tried contacting this company several different ways, and now have to resort to BBB in helping complete this cancelation. There is zero customer service and quite frankly terrible.
  I don't want these products any longer and want any and all future meals discontinued and not charge me for them. Just cancel immediately!

  

  Business Response

  Date: 08/29/2023

  ***** Thank you for taking the time to share your feedback regarding your experience with Flexpromeals. We are truly sorry to hear about the issues you encountered when trying to contact us and that you are dissatisfied with our meals.
  
  We sincerely apologize for any inconvenience caused by the lack of response you experienced. We understand how important it is for our customers to have a reliable means of communication, and we acknowledge that we fell short in this aspect. Please rest assured that we take your feedback seriously, and we are actively working to improve our communication channels to ensure prompt responses to all inquiries.
  
  Regarding your desire to cancel your subscription, we completely understand your frustration and apologize for any difficulty you have faced in attempting to do so. We want to assure you that canceling your subscription is a simple process, and we are committed to making it as seamless as possible. We apologize for any inconvenience this may have caused you. However, we can confirm on our end 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 gets routed to those folders.
  
  We apologize once again for any trouble you have encountered and appreciate your patience as we respond to your inquiry.
  
  We genuinely value your feedback and appreciate you bringing these concerns to our attention. We strive to continuously improve our service and ensure that all our customers have a positive experience with Flexpromeals. Please feel free to contact us at [email protected] for any further assistance or if you have any other questions or concerns.
  
  Thank you for your understanding and for giving us the opportunity to rectify this situation.

• Initial Complaint

  Date:08/28/2023

  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 contacted the manager to cancel my subscription as per instruction and they promised they would do it but when I reminded them again, they disappeared without a trace. No one seemed to respond anymore, and my subscription is still active. It seems that they are trying to delay the cancellation to my next cycle to charge me more. The fact that customers cannot cancel by themselves for their own reasons and everyone just disappeared show that this business is a fraud. I will report this to my bank as well. Total experience with customer service is very unsatisfactory.

  

  Business Response

  Date: 08/29/2023

  ** ****** Thank you for bringing this matter to our attention. We apologize for any inconvenience caused and understand your frustration with the cancellation process.
  
  Rest assured, we take customer feedback seriously and are committed to resolving this issue for you. We apologize for the delay in responding to your cancellation request and any confusion it may have caused.
  
  We assure you that our intention is not to delay cancellations or charge customers more than necessary. Our team is constantly working to improve our processes and ensure a seamless experience for our valued customers.
  
  We apologize for the lack of communication from our side. This is not representative of the level of customer service we strive to provide. We will investigate this matter further to identify the breakdown in communication and take necessary steps to prevent such incidents from occurring in the future.

  Upon checking on our end, we have cancelled your subscription as per your request. 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. Once again, we apologize for the unsatisfactory experience you had with our customer service. We truly value your feedback and will make every effort to ensure a better experience in the future.
  
  Thank you for bringing this to our attention, and we appreciate your patience and understanding.

  
  

• Initial Complaint

  Date:08/26/2023

  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 trying to cancel my subscription because frankly, the food isn't that great and they do a terrible job of letting you know what's going on and like a lot of other people I realized they were attempting to charge me for a second batch. I tried to cancel several times. There is no option to do this on the site. They tell you to call during business hours. Only M-F or to talk to a chat bot which just tells you someone will contact you. Which they don't do, so I had to follow up again and again until finally someone sent me a text message and every time I said I wanted to cancel they would not listen and tried to sell me on more. The last I spoke to them was today which is a Friday so I didn't get another response after I, for the 8th time (all together) told them to cancel my order. I have emailed, texted and tried to call. This is ridiculous. And based on all of the other responses it seems like this is a major problem. How do they justify this?

  

  Business Response

  Date: 08/28/2023

  *****

  Thank you for sharing your feedback regarding your experience with Flexpromeals. We sincerely apologize for any inconvenience you may have faced while trying to cancel your subscription.
  
  We understand how frustrating it can be when you encounter difficulties in accessing the necessary options to manage your subscription. It is essential for us to provide a seamless user experience, and we apologize if we fell short of your expectations in this regard.
  
  Your feedback about the quality of our food is also duly noted. We strive to offer a diverse range of delicious and nutritious meals, and we are disappointed to hear that our offerings did not meet your personal preferences. We appreciate your feedback as it allows us to continuously improve our menu options.
  
  Regarding your concerns with the billing for a second batch, we apologize for any confusion caused. It is never our intention to charge customers without their consent. We assure you that we take such matters seriously and will investigate the issue thoroughly to prevent any recurrence.
  
  As for the difficulty in reaching our customer service team, we apologize for the inconvenience caused. However we can confirm on our end that your subscription has been canceled as per your request last August 25, 2023 after business hours where you received an SMS from our Account Managers confirming cancellation of your subscription.

  You should have also received an email confirmation from our system about the cancellation of your ********************* It is worth noting to check your spam or junk folders because sometimes emails gets routed to those folders.

  
  ***** we genuinely value your feedback as it helps us identify areas where we can improve. We assure you that we are taking your feedback seriously and will be reviewing our processes and systems to offer a more seamless experience to all our customers.
  
  If there is anything further we can assist you with or if you have any additional concerns, please don't hesitate to reach out to us directly at [email protected].
  Thank you for your understanding and for bringing these concerns to our attention. We wish you all the best.