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:03/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was forced to enroll in a 4-week plan after I ordered my first order on their website. I called their support number and an agent named ******** told me that I MUST pay for 4 weeks because I am enrolled in their "Pro plan". The problem is I have NEVER seen anything or authorized to enroll in this so-called "Pro plan", and in order to make sure of this, I went back to their order menu and saw this bottom. I have NEVER seen or turned on such button when I was ordering my meals, but they insisted I chose to enroll in the Pro plan myself which was completely lie! I also saw other reviews on BBB regarding the same issue, so beware of this business and protect your bank account, because they will try to trick you to enroll in plans you don't even notice and charge you crazily on your bank account

  

  Business Response

  Date: 03/24/2023

  Customer signed up for a ProPlan 4 order commitment subscription at a discounted rate.  As you see in the second screenshot, each meal is 9.90, if the Pro-Plan is unchecked.  The end result the customer sent a screenshot of at checkout reflected the discounted price of a Pro-Plan and notates that in the meal box type, as well.  We did give the customer one box and cancel the subscription without further delay.  No other orders were placed.

• Initial Complaint

  Date:02/20/2023

  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.

  Whoever heads the customer service department here needs to be fired, or your company will fail. The level of sheer disrespect and attitude over the phone I was hearing is just incomprehensible for a growing company looking to increase their customer base.
  
  I got a phone call because I texted to cancel my subscription because at least 8 of my meals were screwed up. I was told it was MY fault for not looking into "fine print" or not reading my email about an item that was out of stock. I received no such email.
  
  Flex Pro is going to reply to this message citing information I sent to them via text, email, etc to try to ridicule me for calling out their garbage customer service and disorganization as a whole. Ignore these messages. My advise: if you're looking for a meal plan service, put your money with someone else.
  
  These guys will charge you early for orders, continue taking your money for meals you didn't even want, and when you approach them with an issue about the meals, they will try their absolute best to prove you wrong, rather than try their best to keep their customers happy.
  
  They just want your weekly checks. They don't care about the quality of their food, their service, or if you even get your meals in the first place.
  
  Heed my warning: go with someone else.

  

  Business Response

  Date: 02/24/2023

  Hi *********

  Thank you for taking the time to share your experience.  It was a pleasure speaking with you on the phone. Again, we do apologize for the less than pleasant experience you had with one of our agents.  As discussed, I have filed the claim for your refund. You should have that email in your inbox soon. Please allow 3-10 business days for the refund to be processed and reflected on your account. Also, I would like to thank you for allowing us the opportunity to make things right.  If ever you have any questions or need any further assistance, please do not hesitate to reach out.
  

• Initial Complaint

  Date:02/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/11 I requested cancellation of my subscription. This was met with sales rebuttals for me to keep it, where I was then ghosted. I’ve followed up both via call and text to their number which is the only way they allow subscription cancellations, yet I’ve been ignored for a week now.

  

  Business Response

  Date: 02/17/2023

  Hi *****

  Thank you for taking the time to share your experience. 

  We apologize if you were not aware but we do see that your subscription has been cancelled for 3 days now. You should have received cancellation confirmation email. Please be sure to check your spam. 

  Feel free to reach out if you have any questions or need any further assistance.
  

• Initial Complaint

  Date:01/24/2023

  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 was charged a full two weeks ahead of schedule for a box of food that arrived. My second and third box arrived the same day and when I informed the business they refused to refund me. All of my shipments were delayed except for my third order which shipped overnight and arrived the same day as the second box.
  
  I simply cannot understand why they would charge me so far head for a weekly subscription box. While the food is good the business operation is clearly struggling and cannot scale their logistics to effectively serve national clientele.
  
  I would like a refund for the $200 box they charged me two weeks in advance of. Certainly will not be recommending this business to anyone.

  

  Business Response

  Date: 01/27/2023

  Hi ******

  Thank you for taking the time to let us know about your experience!  We understand that you may not have clearly understood our billing and shipping process. This information is provided in detail on our website and I also see that one of our agents offered an explanation to help clarify that for you. 

  We have looked into this and we can confirm that at no point were you charged two weeks in advance for your meals. There was an unfortunate issue with your first order which was delayed due to ***** and for that we apologize. A replacement box was shipped out to you once you alerted us of this issue. Your second order was delivered on schedule and your third order was delivered early. Based on our records you have received all orders that you have paid for. 

  It certainly would not be an issue for us to approve a refund if your meals arrived later than the scheduled dates or not at all, however, this was not the case. 

  We appreciate you for trying our service and please feel free to reach out if you have any questions or need any assistance. 

• Initial Complaint

  Date:12/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They will bill you early and will add on stuff that they threw in free in previous orders. Plus they bill you early so you do not have time to add on a discount code.
  
  This is a total scam and robbery.
  
  Plus when you call (during normal business hours) you will be sent to a voicemail and told you are calling outside of normal business hours. This is a scam if I have ever heard one.
  
  Plus the meals are small and SUPER salty

  

  Business Response

  Date: 12/02/2022

  Hi ***** Thank you for your patience and understanding during this time. 

  We did take some time to look into your complaint and saw that you have already spoken to one of our managers who fully explained our billing process. A claim has been filed with our billing department so you should have that in your inbox already. 

  Please feel free to reach out if you have any questions. 

• Initial Complaint

  Date:11/03/2022

  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 a meal prep and deliver subscription. I sent an email to customer service on 10/26/22 and 11/2/22 requesting to cancel. I have communicated with the staff via phone and email. I was told I had multiple subscriptions (confusing app) then was sent multiple orders stating I could not cancel. I would get 50% off my next order. I noticed online that there was not discount provided, so I requested to cancel the service again.
  
  Via email the customer service person just stated I have an order coming next week, I requested a cancel. No response. I have sent multiple emails. I then receive a call from their call center asking if all was good with my delivery/order. I stated again I wanted to cancel my subscription. The person said I could not cancel my subscription. No explanation was provided.

  

  Business Response

  Date: 11/04/2022

  Hi ******, 

   

  We appreciate your patience and understanding during this time and apologize for any misinformation that you may have received from our end.

  We had a look at your account and can confirm that all three of your subscriptions have been cancelled. However, there is one last order that was processed before the cancelation request and at this stage we are not able to cancel said order. We believe that is what the agent was trying to communicate wo you. We have also added you to our Do Not Call lists on all our platforms so you should not receive and further communication from us. 

  As always, please feel free to reach out if you have any questions or need any further assistance. 

  Customer Answer

  Date: 11/04/2022

  [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: I initially communicated I request to cancel well over a week ago. 
  

  I do not want anymore products or charges. 
  
  
  
  Regards,
  
  
  
  ****** *****

  

  Business Response

  Date: 11/07/2022

  Hi ******, 

   

  We completely understand and as previously confirmed, you will not receive any further charges as your last order will arrive this week.

  You had three subscriptions and when you called in on 10/27 the account manager explained this and you both agreed that you only needed one account as you did not need the treats anymore and had created the second meal box in error. So two subscriptions were canceled on the 10/27 and the third and final one was canceled on 11/03 as requested. As all subscriptions have been canceled, no further charges can be made. We hope this information helps!

   

• Initial Complaint

  Date:10/11/2022

  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.

  This is a subscription service. I reached out to the company months ago to cancel my services because I lost my job and couldn’t afford it. They responded that they would cancel and I have proof of this. 3 days ago over $150 was withdrawn from my account causing my account to go in the negative resulting in Over draft fees and bills I needed to pay could no longer be paid. I reached out asking for my money back and I was told 10 days

  

  Business Response

  Date: 10/13/2022

  Hi ******, 

   

  Thank you for bringing this to our attention. We appreciate your patience and understanding while we resolve this matter. 

  First off, we do apologize for any inconvenience this may have caused. We have ensured that your refund has been processed so you should have that email in your inbox already. The refund should reflect on your account soon but that also depends on your bank. 

  Please feel free to reach out if you have any questions or need any further assistance. 

• Initial Complaint

  Date:08/30/2022

  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 ordered once and decided to cancel. Since cancelling, I have received dozens of automated phone calls and dozens of text messages. I emailed, texted and called the company directly asking these calls and texts stop. I spoke with a customer service representative named ******* who assured me my account was removed and they would stop. They did not. Instead, they now come from different phone numbers so blocking the number doesn't even help.
  
  I have sent 2 respectful followup emails to the one telling me they would stop and I have received no response. These calls come in at least 2x a week sometimes more and always leave a lengthy voicemail. My voicemail has been filled by flexpro. I have tried the standard "STOP" but it does not work. Each time I respond asking to stop, I get another one a few days later from a different number. I have been harassed long enough. All I want is to be left alone.

  

  Business Response

  Date: 09/01/2022

  Hi *****, 

   

  Thank you for bringing this to our attention. We appreciate your patience and understanding while we get this resolved. 

  We have ensured that your number has been removed from all of our platforms so there should be no further attempts to contact you. We do apologise for any inconvenience this issue may have caused, it is never our intention to frustrate past or present customers. 

  Please feel free to reach out if you have any questions or need anything else. We're always happy to assist! 

• Initial Complaint

  Date:08/27/2022

  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.

  Food quality was terrible so I contacted them and asked for my future orders to be canceled as they require you to call i. Order to cancel.
  
  Over the next few weeks i was harrased with constat calls and messages although i asked several times to be removed of the contact list. Finall two weeks ago i called them again to explain the constant calls each week and how i asked to removed off call list. I was promised i would not hear from them again. Her i am still receiving constant calls and texts from diffrent numbers all for flex pro.
  
  I would never recommend this service to anyone.

  

  Business Response

  Date: 08/29/2022

  Hi *****, 

   

  Thank you for bringing this to our attention. 

  We appreciate your patience and understanding while we take care of this issue. I have requested that your number be removed from all of our platforms so as of today you should not be receiving any calls or text messages from us. In the off chance that you do, please feel free to let us know so we can investigate further. 

  Thank you!

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is currently selling “gluten free” meals on their website which are not in fact gluten free. I purchased from them on August 11, 2022 and was shipped all meals that listed gluten free in their product description. However, their sesame chicken, Hulu Hulu chicken, power treats, and others all list Wheat as an allergen present in the meal. I would like a full refund from them, but also want to force them to stop scamming people with meals that can hurt them with potential allergens and sensitivities.

  

  Business Response

  Date: 08/16/2022

  Hi *****, 

   

  Thank you so much for bringing this to our attention. We really appreciate it!

  We are extremely sorry for this oversight on our website as this could cause harm to our customers. I have forwarded it to our management team so they can make the corrections asap. Please know it is never our intention to mislead or scam our customers but we do agree this was careless and never should have happened. These should be corrected before the day is over. 

  I also see that our customer service agent has already filed a claim for a full refund so I will have our billing department expedite it. Please allow 3-10 business days for it to reflect on your account. 

  Again, thank you for bringing this to our attention. We will definitely use this as an opportunity to improve. We appreciate your patience and understanding as we deal with this matter. 

  Customer Answer

  Date: 08/16/2022

  [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,
  
  
  
  ***** *********