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:06/08/2023

  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 have made multiple attempts to cancel my order without any response from the business via phone, voice-mail, text, and email. At first the meals were great, customer service answered within the first month and I've used the service for a few months now, but started meal prepping myself at home. The last order I received had an open container in it and rice all in the box was completely contaminated and I did not feel comfortable consuming the items. I have made multiple attempts to cancel with no response. This is bad business ethics. Last payment was 6.1.23 last delivery was 6.7.23. I have canceled and reported through credit card company as well.

  

  Business Response

  Date: 06/20/2023

  ******* Thank you for sharing your experience with us. We extremely apologize for any inconvenience you have experienced during the time you were canceling your subscription while we were in the midst of our CRM migration which impacted this experience. We take our customer service seriously, and we're disappointed to hear that we didn't meet your expectations. Regarding the issue with your last delivery, we're sorry to hear that you received an open container and contaminated rice that is most likely due to courier handling in transit. We sincerely apologize for the inconvenience caused. This is not the type of experience we want for our customers. Please know that we're actively working on our quality control processes to ensure that this doesn't happen again. We can confirm on our end that your subscription was canceled successfully on June 9, 2023.  If you have any further questions or concerns, please don't hesitate to reach out to us directly via Live Chat or via *** ** ************* We truly appreciate your business and your feedback, and we hope to have the opportunity to improve your experience with Flexpromeals in the future. 

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for 3 days to get a hold of someone to cancel my membership. I keep getting a text saying that someone will contact you soon. No help on the live chat. I have received spoiled meals, and the wrong meals for the last two weeks. I just want to cancel.

  

  Business Response

  Date: 06/19/2023

  *******, Please accept our sincerest apologies for the negative experience you have encountered with Flexpromeals. We understand how frustrating it can be to receive spoiled and incorrect meals, and we want to reassure you that this is not the level of service we strive to provide. We are sorry to hear that you have had difficulties canceling your subscription. We can confirm on our end that your subscription has been canceled last June 6th and one of our customer care representatives had also reached out to you on June 7th and sent a replacement box however we never heard anything from you. We take pride in our customer service and value every opportunity to improve our processes. We appreciate your feedback and will use it to enhance our services and ensure that we provide the quality of meals and customer experience that our clients deserve. Thank you for giving us the chance to make things right and we sincerely hope that we can regain your trust and patronage. We wish you all the best.

• Initial Complaint

  Date:05/30/2023

  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 have been trying to cancel my automatic subscription. There are no live bodies to speak to and I have not gotten and calls or texts back as the ‘bot’ claims I will. I was not advised of a ‘minimum’ order and want to cancel before they charge my card again.

  

  Business Response

  Date: 06/07/2023

  ****** We’re very sorry to hear your experience with canceling your Flexpromeals subscription didn't go as smoothly as we had hoped. We pride ourselves on creating quick and efficient processes for our customers to manage their orders, and it looks like we missed the mark here due to the ongoing CRM migration at the time you have sent in your requests.
  
  We understand your frustration with not being able to contact us directly, and we apologize for any inconvenience caused by the delayed response. We also regret any confusion surrounding our minimum order requirements, and we’d like to assure you that this information is always available in our website.
  
  At the time of this writing, your subscription has been canceled, you were not charged for a second order, and we can confirm that you’re not charged for any further orders. We're very sorry to see you go however please know that you are welcome back at any time.
  Again, we sincerely apologize for any inconvenience caused and hope to make things right for you.

  
  

• Initial Complaint

  Date:05/29/2023

  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.

  The business has NO WAY to cancel subscription, trying to do so on their website only leads to a phone number which doesn't even go to a live person but a voicebox, their "live chat" literally doesn't exist on the website. The next billing period is in two days so I need this canceled IMMEDIATELY.

  

  Business Response

  Date: 06/07/2023

   Hi *******, Thanks so much for taking the time to share your experience with Flexpromeals. We're sorry to hear that you were having trouble canceling your subscription and that you couldn't find a way to connect with our "live chat", which we assure you, does exist on customers' pages within their Accounts. However, we understand that it can be frustrating when this incident happened during our CRM migration that impacted our response system. We absolutely have a way to cancel your subscription, and at the time of this writing, we can confirm that your subscription has been canceled. We truly apologize for the delay in responding to your request. We take full responsibility for any miscommunication and are committed to making things right.  Our team is working diligently to resolve the matter and ensure that this type of situation does not happen again. We appreciate your feedback and thank you for bringing this issue to our attention. We're grateful for your patience and kind understanding. 
  
  

  Customer Answer

  Date: 06/07/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:05/24/2023

  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 spent hours trying to cancel this subscription. The "live chat"button is not found. I've texted ,no response even though they text and email regularly. I DO NOT want another order or payment taken from my account today as I've spent HOURS trying to cancel this

  

  Business Response

  Date: 06/07/2023

  Hi ******, We're extremely sorry that you've faced difficulty contacting us and canceling your subscription. We regret that you weren't able to find our Live Chat which is accessible on all customers' pages. We appreciate your feedback about the missing chat button. We can confirm that your subscription has already been canceled and you shouldn't receive meals and bills moving forward. We're very sorry to see you go however we understand your decision. We appreciate your feedback and will do everything we can to make this experience a positive one. Thank you so much for bringing this to our attention and we apologize once again for any inconvenience caused.
  

• Initial Complaint

  Date:05/24/2023

  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 have tried many times to cancel this meal subscription. According to the Live Chat, it must be done by phone. They have created 4 tickets for someone to call me. I’ve already texted them 5 different times and sent two emails. I cannot get a response to cancel this meal subscription. I’ve even messaged their Instagram account. This is extremely unethical.

  

  Business Response

  Date: 06/07/2023

  Hi ***** Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced. We are very sorry to hear that you have had difficulty canceling your Flexpromeals subscription. This is not in line with our usual high standards of customer service. Please be assured that we take such matters very seriously and we will do everything we can to assist you with your cancellation request. We would like to offer our sincerest apologies for any miscommunication or delay in responding to your messages. We have alerted our customer service team to your situation, and at the time of this writing, we can confirm that your subscription has been canceled. We thank you for your patience in this matter and please feel free to contact us if you have any further concerns.  
  

• Initial Complaint

  Date:05/24/2023

  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.

  Signed up for subscription. Like many others I found that the subscription was unclear on the 4 weeks minimum that is forced. I have reached out many times to try and cancel my subscription but they ignore me. Ive even tried to reach out to them on their social media but they ignored me on that. Been trying to get ahold of anyone from the company for 10 days now.

  

  Business Response

  Date: 06/02/2023

  Hi ***** We apologize for any confusion regarding our ProPlan subscription policy. After reviewing your subscription, it appears that you have opted for our economical option, the ProPlan. The terms of the ProPlan indicate that you are required to commit to a minimum of 4 weeks and make weekly payments which are adjustable by choosing the billing frequencies as well. We strive to provide transparency with every order, and we’re truly sorry this came unexpectedly for you, however, we understand that this may have been missed. We take customer feedback very seriously and it is with our deepest regret that we were unable to receive requests promptly during our new CRM and support system migrations which led to your dissatisfaction with our response times. We are very sorry that this happened and it impacted our service. We would like to assure you that we are committed to resolving any issues connected to our most recent outage together with our normal service coverage as of today. We extremely apologize for any inconvenience caused, we can confirm that your subscription has been canceled. Your feedback is important to us, and we appreciate you taking the time to share your experience. We hope to have the opportunity to make things right for you in the future and aim to serve you better next time. Thank you for your patience and support. Please let us know should you need help with anything, we are here to listen and assist. 
  

• Initial Complaint

  Date:05/23/2023

  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 placed an order on May 10, 2023. The order was delivered as promised. The orders are automatically enrolled in a reoccurring subscription unless canceled. ******* has not responded to my multiple requests to cancel.
  The ******* website does not allow the subscriptions to be canceled from their website. Instead they say "You can simply call in to cancel your meal box Monday before your next billing and our SUPER FRIENDLY Customer Service Reps will be more than happy to assist during office hours!."
  "Customer ******** *** * *** *** ******** * ***** *** ** ** ** *********************** * ***** ** ** ********************** * **** ** **** ** *** ************* 
  As of typing this, I have sent 5 text messages, called twice and left two voicemails as well as used their "live chat" which is just a bot and isn't manned with a live agent. I have not received a single response to by multiple requests to cancel my subscription. My credit card will be charged on June 7th for another order unless ******* responds to my request to cancel.
  
  Their are countless complaints on both the BBB as well as ****** regarding FlexPro's resistance to processing cancelations.

  

  Business Response

  Date: 06/02/2023

  Hi ****** We are very sorry to hear about the difficulties you encountered while contacting our customer service team. We understand how frustrating it can be when you are not able to get a prompt response for your requests. Please accept our sincere apologies for the inconvenience caused to you. We were undergoing our CRM and service channels migration which has caused delays in our response and handling times. We are very sorry that your multiple requests were caught up in the process, please know that this is not our intention to offend our customers. At Flexpromeals, we strive to provide our customers with the best service possible and we are sorry that we fell short in your case. We would like to assure you that we take all customer complaints seriously and we are continuously working to address the issues you have raised. Upon checking on our end, we can confirm that your subscription has been canceled. We would also like to assure you that we will ensure that your credit card is not charged for any additional orders. Thank you for bringing this to our attention. We hope that you will give us another chance to serve you in the future. If you need anything at all please know that we're here to listen and assist you. We wish you all the best.
  
  

  Customer Answer

  Date: 06/02/2023

  [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:05/22/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4 May 2023, I received an email stating that my meals I had ordered had been delivered, but I did not get them. I contact customer service through text and informed them of what happened. They asked if I would like a refund or have the meals resent. I requested to have the meals resent.
  On 11 May 2023, I received the replacement box, but the ice packs had all melted and the meals were not cold any more. I send a text to customer service (the same number I used before) and informed them of the situation. I did not receive a reply, so I sent another text on 12 May 2023. I inquired if I would receive a refund for the food. On 15 May 2023, I had not received a response, so I requested they cancel my service. I did not receive a reply. Multiple times I had tried calling and using the messenger bot to cancel my service, but have not been able to get a response. On 20 May 2023, I sent another text informing them if I did not receive a response be the end of day of Monday, 22 May 2023, I would contact the BBB.
  I would like the company to refund me the last purchase I made (119.89) and to cancel my subscription.

  

  Business Response

  Date: 05/31/2023

  Hi *******, Thank you for providing us with your valuable feedback. We deeply apologize for any inconvenience you may have encountered when you received the warm meals. Our CRM migration was underway during that time, which significantly impacted your experience. Please know that we have taken note of your concerns about our process and will make every effort to improve our procedures to prevent any future misunderstandings. Our customer service team is always ready to assist you, and we apologize for any confusion that may have arisen due to the need to contact an account manager. Your feedback on the user experience is greatly appreciated, and we are continuously working to enhance our service. Although we are saddened to see you go, we understand and respect your decision to cancel, and we confirm that your subscription has been canceled and your refund request has been taken care of. Thank you for trying Flexpromeals, and we wish you the very best in your upcoming ventures. If you require any further confirmation or clarification, please do not hesitate to contact us anytime.

  Customer Answer

  Date: 05/31/2023

  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.
  
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/20/2023

  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 placed an order on Thursday around midnight. Had multiple problems with their website as it had fixed quantities on numerous which I had to go in and manually change. There was an issue with discount not be applied and had to go back and re do my order to forget about the fixed quantities on their pro bites again. Then after that processed all the way through I get review the receipt showing those additional items I did not request. Then I get numerous emails. Specifically one that give me all the information for the account the created on my behalf. I log in immeasurable to cancel this subscription and it says I can’t cause they’re closed. Call them first thing and it gives you a message to leave a message or love chat for an immediate response. Utilize the live chat and it says someone will reach me via txt. I’ve been getting the same auto text for days, and when I call. No customer service whatsoever. They won’t cancel the subscription they automatically signed me up for. They violated their own terms and conditions by creating an account for me and saving all my information without my consent. This company knows exactly what they are doing. Extremely quick and easy to get caught up in it and beyond difficult to be done with them. Please review them as they are not to be trusted.

  

  Business Response

  Date: 05/30/2023

  ** **********
  

  Thank you for taking the time to give us your feedback. As a ProPlan subscriber via our discounted offer when committed to the first four orders, prior to completing the signup process, our terms state that you need to commit to the first four orders which automatically creates our customer’s accounts and subscriptions. We’re very sorry that this came unexpectedly to you. Alternatively, we offer a subscription at full price with the convenience of being able to cancel it whenever you like. However, it is worth noting that we were in the midst of our CRM migration when your cancellation request was sent hence there was a delay in our response. This is not the experience we want for our customers. We are very sorry for the inconvenience caused.  Upon checking on our end, I can confirm that we've canceled your subscription moving forward. You won't be charged for or receive any further orders. Thank you for your business and for giving Flexpromeals a try. We truly appreciate your feedback.