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:07/07/2023

  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.

  Tried to cancel multiple days before I was charged again. No contact or help for 4days. Finally get an email that my subscription was cancelled after they already charged me almost $300. Now can’t get a response about getting a refund as I was trying to cancel in the correct time period and being ignored.

  

  Business Response

  Date: 07/11/2023

  ****** Thank you for reaching out to us and bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced regarding your subscription cancellation and refund request. We understand how frustrating it can be when one tries to cancel a subscription but encounters difficulties in receiving the necessary assistance. Please know that this is not the level of service we strive to provide, and we apologize for any communication delays you have encountered. We sincerely apologize for this oversight and any inconvenience caused. Rest assured, we are committed to resolving this matter for you promptly. We can confirm on our end that your subscription had been canceled on July 7, 2023 and you should have also received an email confirmation. Sometimes it’s worth checking the spam or junk folder. Regarding your refund request, we can also confirm that it has been processed and please 7-10 business days to receive it back to your payment account. We ask you to kindly contact us after 10 business days should you have not received your money back. We genuinely value your satisfaction as our customer, and we appreciate your patience throughout this process. Our team is dedicated to making things right and ensuring that you receive the assistance you deserve. If there is anything else we can assist you with or if you have any further questions, please do not hesitate to let us know. Your feedback is invaluable in helping us improve our services, and we thank you for bringing this matter to our attention. Once again, please accept our sincere apologies for any inconvenience caused. We look forward to resolving this matter to your satisfaction.  

• Initial Complaint

  Date:07/07/2023

  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.

  Trying to cancel subscription for weeks and they refuse to help or answer me once they know it's to cancel. I no longer can order theses meals or want to with the poor quality of food. They take your money quick and try to keep making you pay even if you don't want this trash. Horrible customer service and company all together.

  

  Business Response

  Date: 07/07/2023

  Hi ****, We apologize for any inconvenience you have experienced in trying to cancel your subscription with Flexpromeals. We understand your frustration and would like to address your concerns.
  
  At Flexpromeals, we strive to provide the highest quality meals and the best customer service possible. We are truly sorry to hear that our food did not meet your expectations. We value your feedback and take it seriously as we continuously work towards improving our offerings.
  
  Regarding the cancellation process, we assure you that it is our protocol to assist customers promptly and efficiently. We apologize if you have not received the assistance you expected in this matter. We would like to investigate this further and ensure that our team members are prompt to provide the necessary support required when customers choose to cancel their subscription.
  
  There seemed to be a misunderstanding as per checking your support history, we can confirm that your subscription has been canceled as per your request today. You should also receive an email confirmation of your subscription cancellation.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding. We hope to resolve this matter to your satisfaction and regain your trust in our company. Thank you for bringing these concerns to our attention, and we look forward to the opportunity of serving you better in the future. We truly wish you all the best.

• Initial Complaint

  Date:07/06/2023

  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.

  I ordered my 21 meals a week order two days ago i received them today excited and ready to get started on my journey and i open the box to literally only 4 meals of 21 meals in the box. I should have read the reviews for this company before purchasing because this seems to be a recurring issue with this business is them leaving meals out so now i’m gonna be a day behind on meals and they are impossible too reach.

  

  Business Response

  Date: 07/07/2023

  Hi ***** Thank you for bringing this issue to our attention. We sincerely apologize for the inconvenience you've experienced with your recent order of Flexpromeals. We understand how important it is to receive all the meals you've ordered and we are truly sorry that only four were included in your package.
  
  We apologize for any frustration or disappointment this may have caused you. It is certainly not our intention to leave out meals from our customers' orders, and we deeply regret that you have had to face this issue.
  
  We understand the importance of starting your journey on time and having all the necessary meals available to you. We sincerely apologize for the inconvenience this has caused. We can confirm on our end that our customer service team had quickly ordered a reshipment of your meals and it will be arriving as early as Tuesday this coming week via *****. We'll also add a 20% coupon off your next order as a token of our apology. ***** we truly appreciate your feedback, as it helps us identify areas for improvement. We would like to assure you that we are committed to providing you with the best quality meals and exceptional customer service. We will be reaching out to you personally to rectify the situation and ensure that you receive the remaining meals as soon as possible.
  
  Once again, we apologize for any inconvenience this may have caused you. Providing a positive experience for our customers is of utmost importance to us, and we appreciate your understanding and patience as we work to resolve this matter promptly.

• Initial Complaint

  Date:07/06/2023

  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.

  Hello!
  I signed up for FlexPro Meal, a meal delivery service. I used it for a few months, and now wanted to cancel. I went onto their website numerous times trying to cancel my membership but: 1) there is no cancel option on the website (the My Subscription tab directs you to a phone number or a chat); 2) I tried to call multiple times, but the call drops immediately and you get a text message, no resolution; 3) the chat asks you what you need, you say "cancel" and they ask for a phone number to send you the same message that goes nowhere. I was charged last month even if I contacted them multiple times to cancel. I tried again to send emails to cancel, but no confirmation. There is absolutely no way to cancel, I feel it is a scam. Help!

  

  Business Response

  Date: 07/07/2023

  H* ******** Thank you for bringing this issue to our attention regarding your experience with Flexpromeals. We apologize for the inconvenience you encountered while trying to cancel and for the difficulties you faced in reaching our service team channels.
  
  We understand the frustration and we apologize for any confusion this may have caused. We are sorry to hear about the difficulties you faced while attempting to contact our customer service via phone. We are actively investigating the issue regarding dropped calls and text messages, as this is not the level of service we strive to provide. Rest assured, we will take immediate action to rectify this problem and enhance our phone-based support system.
  
  Regarding the chat feature on our website, we apologize for any inconvenience caused by the lack of resolution you encountered when requesting to cancel your membership. We apologize if our system failed to provide the assistance you required and will review our processes to ensure a smoother cancellation experience moving forward.
  We can confirm on our end that your subscription has been canceled already and you shouldn't be billed moving forward. Once again, we apologize for any inconvenience caused and appreciate your patience and understanding. We remain committed to improving our service and ensuring a seamless experience for all our valued customers.

• Initial Complaint

  Date:07/06/2023

  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.

  I originally agreed to 4 weeks with a $30 discount on the first 3 orders.
  
  1st order- Was delayed in Tennessee. I received an email that the order would be remade and sent. When I followed up a few days later, it was never made or shipped. The order was finally remade shipped and received. The next order was pushed out a week.
  
  2nd order- payment was charged on June 15 but was not shipped until the following week and was delayed in Laredo, TX. When the order arrived the freezer packs were melted and the food was hot so I had to discard it.
  
  I called to cancel and was told not to worry, My issue was understandable and the account would be closed.
  
  3rd order was charged on June 22nd. The discount was not applied. The subscription was not cancelled so I disputed the transaction with my credit card company.
  
  I tried to reach out by using website chat but the chat only allows a drop-down to select from. The website does not allow you to cancel. It only says to call a number. I called the number and received an automated text reply. I sent text messages to the reply and only got automated responses.
  
  I finally did get a response by text on June 28th and was told the account would be closed and I would no longer be charged. I was charged again that same day. I submitted another dispute and again was charged on July 5th.
  
  I only ask that my subscription be cancelled and that I not be charged anymore for this terrible service.

  

  Business Response

  Date: 07/06/2023

  Hi *****, Thank you for taking the time to share your feedback with us. We apologize for the inconvenience you have experienced. We understand that the delays in receiving your meals were frustrating, and we sincerely apologize for this. We are continuously working to improve our delivery process to ensure a seamless and positive experience for our customers.
  
  Regarding the issues you faced with our website chat, we apologize for the lack of responsiveness and the limited options provided. We are actively upgrading and enhancing our customer service system to better address and resolve customer concerns in a more efficient manner.
  
  We are sorry that you encountered difficulties in canceling your subscription. We strive to make this process as simple as possible for our customers, and we apologize for any inconvenience this may have caused you.

  Rest assured, we have taken note of your feedback and will be reviewing our cancellation procedures to improve clarity and ease of cancellation.
  
  We deeply regret the miscommunication regarding the cancellation of your subscription and the subsequent order. We understand how frustrating this must be for you. Please know that we are taking immediate action to rectify this and ensure that you are not charged any further. Our customer experience team will be in touch with you to resolve this issue promptly. Again, we're extremely sorry for the inconvenience caused and we're happy to assist. 

   

  
  

  Customer Answer

  Date: 07/06/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/05/2023

  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 purchased from flex pro meals 06/20/2023 and after, I wanted to cancel my subscription but I couldn’t get ahold of anyone. Their live chat button doesn’t work. I can’t get ahold of anyone and when I try to call their number, I get a text message saying that a representative will be with me shortly, but no one has gotten back to me. I have been charged once and I’m about to be charged a second time without being able to contact anyone. This is very unprofessional and I need this subscription cancelled since I don’t have the money to keep paying for this.

  

  Business Response

  Date: 07/07/2023

  Hi ******, Thank you for sharing your feedback about your experience. We truly apologize for any inconvenience you've encountered, and we appreciate your patience as we address your concerns. Firstly, we understand that not being able to get in touch with someone can be frustrating. We assure you that we take our customer's concerns seriously and are committed to resolving their issue promptly. Rest assured, our team is working diligently to improve our communication channels, including our live chat and phone support. Regarding the subscription cancellation, we sincerely apologize for the inconvenience you've experienced. We take full responsibility for any confusion or miscommunication that may have occurred. We can confirm on our end that your subscription has been canceled on July 5, 2023. At Flexpromeals, we value our customers and strive to provide exceptional service at all times. Once again, we apologize for the inconvenience you have faced, Nathan. We appreciate your feedback as it helps us identify areas for improvement and ensure a better experience for all our customers.  If you require any further confirmation or assistance, please don’t hesitate to connect with us directly. We value your business and your patience as we go through our optimization process.
  

• Initial Complaint

  Date:07/04/2023

  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.

  Trying to cancel my subscription and can’t get through to anyone. Chat is just a message saying they are away.

  

  Business Response

  Date: 07/07/2023

  Hi *******, Thank you for reaching out and bringing this matter to our attention. We apologize for the difficulties you experienced while trying to cancel your subscription.
  
  We understand how frustrating it can be when you are unable to get in touch with someone for assistance. Rest assured, we take your concerns seriously and we are here to help resolve this issue.
  
  To ensure a prompt resolution, we kindly ask you to provide us with your subscription details such as your name used in signing up with Flexpromeals and Email address, then please use the subject line BBB - ******* Knight and send it to *********************** This will enable us to locate your account swiftly and assist you as quickly as possible.
  
  Once we have received your information, our dedicated customer service team will be in touch with you within the next 24 hours to assist you further. We assure you that this is not the level of service we strive to provide, and we appreciate your patience and understanding.
  
  Thank you for choosing Flexpromeals, and we apologize for any inconvenience caused. We value your feedback, as it helps us improve our services and ensure a seamless experience for all our customers.

• Initial Complaint

  Date:07/03/2023

  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.

  I have made multiple attempts to cancel my meal subscription and not be charged for my next order before the deadline through all available options, email, text and phone. I have received zero response and no other option is available on the website to properly manage my account.

  

  Business Response

  Date: 07/06/2023

  Hi ***** Thank you for reaching out to us and bringing this to our attention. We apologize for any inconvenience you've experienced while trying to cancel your meal subscription. We understand how important it is for our customers to have control over their accounts, and we deeply regret that you haven't received the assistance you needed through our available options. Rest assured, we have taken this matter seriously and are working to enhance our communication channels and account management features for a seamless experience. We can confirm that your subscription was canceled last July 4, 2023, and ensure you are not charged for any future orders. Once again, we apologize for any frustration this may have caused and assure you that we are committed to optimizing our cancellation process and service channels. We value your feedback and we appreciate your kind understanding.
  

  Customer Answer

  Date: 07/06/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:07/01/2023

  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 ordered an order of 21 meals from flex pro meals after I purchased the order I found out they put me on a weekly subscription and that’s is not what I wanted I only wanted one order. Then I contacted them via live chat to cancel they said a representative would contact me and I never got contacted so I texted which is the only other option they offer I received a message saying an area manager would reach out and I never received anything no call no text no email so I tried to live chat again and kept getting the same message that a manager would reach out. I never received anything. They are trying to charge me 166$ a week and I cannot
  Afford that am trying to cancel before they try to take more of my money

  

  Business Response

  Date: 07/06/2023

  *****, Thank you for bringing this issue to our attention, and we sincerely apologize for the inconvenience you experienced with our service. We understand your frustration with being placed on a weekly subscription when you only wanted a one-time order. However, we are a subscription-based company and it clearly shows in our checkout process the billing frequency - weekly or bi-weekly, in your case you opted for every week. We’re very sorry this came unexpectedly for you. Firstly, we want to assure you that it is never our intention to mislead our valued customers. We apologize for any confusion caused during the ordering process regarding the subscription. We are sorry to hear that you did not receive a prompt response when reaching out to cancel the subscription. This is not the level of customer service we strive to deliver. It is certainly not our intention to ignore any customer inquiries or requests. We truly appreciate your patience. We understand your disappointment with the lack of communication and assure you that we will do everything in our power to make this right for you. Our team is committed to providing excellent customer service, we sincerely apologize for any inconvenience caused, and we appreciate your understanding. We value your feedback and take it as an opportunity to improve our services. We assure you that we are actively working to prevent similar situations in the future. We can confirm on our end that your subscription was canceled last July 2, 2023. If you have any further questions or concerns, please feel free to reach out to our customer service team directly. We are here to assist you and ensure your satisfaction. Thank you for giving us the opportunity to address this issue, and we hope to regain your trust in the future.
  
  
  

• Initial Complaint

  Date:06/30/2023

  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.

  From 3/23 through 6/23 Flexpro has sent me voluntary food orders. On three occasions, food (meat) arrived warm and spoiled, and not fresh/frozen as promised. On the first two occasions, customer service was responsive and sent replacement orders promptly. On the third occasion, they did not respond to my numerious requests for a replacement order. I have utilized all communication portals available to include text, email, telephone, and live chat all with no response. I have also requested cancellation of my subscription with negative results. I owe no debts to Flexpro. Flexpro continues to bill my credit card monthly for orders that I no longer authorize. I would like them to stop charging me and cancel my susbscription as requested. Their actions are both fraudulant and predatory.

  Customer Answer

  Date: 06/30/2023

  From 3/23 through 6/23 Flexpro has sent me voluntary food orders. On three occasions, food (meat) arrived warm and spoiled, and not fresh/frozen as promised. On the first two occasions, customer service was responsive and sent replacement orders promptly. On the third occasion, they did not respond to my numerious requests for a replacement order. I have utilized all communication portals available to include text, email, telephone, and live chat all with no response. I have also requested cancellation of my subscription with negative results. I owe no debts to Flexpro. Flexpro continues to bill my credit card monthly for orders that I no longer authorize. I would like them to stop charging me and cancel my susbscription as requested. Their actions are both fraudulant and predatory.

  

  Business Response

  Date: 07/06/2023

  ****** Thank you for taking the time to share your feedback regarding your experience with Flexpromeals. We sincerely apologize for the inconvenience and frustration caused by the warm meals you received. We appreciate your acknowledgment of our responsive customer service in promptly addressing the first two incidents and sending replacement orders. However, we deeply regret that we did not meet your expectations when it came to your third request for a replacement order. This was not intentional however your requests were sent during our technical disruptions that might have impacted hence we weren't able to properly receive them. We understand how frustrating it must have been for you to receive no response despite reaching out through various communication channels. This is certainly not the level of service we strive to provide. Please accept our sincerest apologies for the lack of communication and delay in resolving your concerns. We deeply regret any inconvenience caused. Our team is currently investigating what may have led to the breakdown in our communication process to prevent similar situations from occurring in the future. Regarding your request for subscription cancellation, we apologize for any confusion or difficulty you encountered. We assure you that your satisfaction is of utmost importance to us, and we strive to address and resolve all customer requests promptly. We can confirm on our end that your subscription was canceled last June 30, 2023, without any further billing. Once again, we truly apologize for the inconvenience caused and would like to thank you for bringing these issues to our attention. We value your feedback as it helps us improve our services. Please be assured that we are committed to resolving your concerns and regaining your trust. If you have any further questions or require any assistance, please feel free to respond to our customer service team directly. We are here to help and assist.
  
  
  

  Customer Answer

  Date: 07/06/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  ***** *******