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:06/11/2024

  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.

  Order a recipe placed by accident. Made multiple attempts to contact the company within minutes of order being placed to cancel. The company refuses to cancel the order

  

  Business Response

  Date: 06/13/2024

  Hi *******, We sincerely apologize for the experience you had. Your feedback is of utmost importance to us, and we take it seriously. Rest assured, we are fully committed to addressing the concerns you've raised. We regret any frustration caused by our response times and the request for feedback. While we value understanding our customers' perspectives, we acknowledge the need for swift action when it comes to cancellations, we’re very sorry to let you down. Your subscription was already canceled already, and you should also receive an email confirmation within the next 24-48 hours, sometimes this mail gets routed to your spam/junk folder. We're sorry to see you leave, but we respect your decision and assure you of immediate cancellation as requested. I'm also requesting a refund for your very first order on your behalf based on this dispute, once it gets approved by our Accounting department, you should be able to receive your money back within 7-10 business days. If there's anything else we can do for you or if you ever want to give us another go, our door is always open. We wish you all the best!
  
  

  Customer Answer

  Date: 06/13/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/07/2024

  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.

  Upon continously calling to deactivate my account and messaging through the website. I decided this might be my best option. Not being able to cancel a subscription for a product you no longer want or need due to getting the runaround is ridiculous.

  

  Business Response

  Date: 06/07/2024

  Hi ******
  
  

  
  Thank you for bringing this to our attention. We are extremely sorry to hear about your experience. Your feedback is crucial to us, and we take these concerns seriously. Upon checking on our end, I can confirm that your subscription has been canceled already. You should also receive a system generated email about the cancellation within the next 24-48H, sometimes that email gets routed to spam or junk folders so it's worth checking on those folders as well.  Should you need help further please don't hesitate to reach out to us directly via *******************.com and our dedicated team will be happy to assist you. Once again, we apologize for the disappointment you've experienced, and we hope to have the opportunity to regain your trust in the future. We wish you the best!

• Initial Complaint

  Date:05/16/2024

  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 with Flex Pro Meals back in December 2023. Upon receiving the food, I was highly disappointed with the quality of the meals. I attempted to cancel the service through their website, which you're unable to do online, and are instead advised to call their 1-800 number in order to proceed with cancellations. Each time I've called in an attempt to cancel the service, they hang up the call before speaking with me. I've seen this exact same issue mentioned multiple times here by other customers. I've also attempted requesting a call through their online chat function, but all I ever receive is a text message stating that a representative will contact me shortly, but they have yet to do so.

  

  Business Response

  Date: 05/20/2024

  Hi *****,
  Thank you for bringing this to our attention. I'm truly sorry to hear about your disappointing experience with our meals and the difficulty you've faced in trying to cancel your service. This is certainly not the level of service we strive to provide. Please be noted that our Customer Service channels are only via Live Chat straight from our customer's accounts and SMS at ************. We're very sorry if this wasn't clear upon contacting us for support or cancellation. Upon checking on our end, I can confirm that your subscription has been canceled already. You should also receive a system generated email about the cancellation within the next 24-48H, sometimes that email gets routed to spam or junk folders so it's worth checking on those folders as well. We appreciate your patience and understanding, and we apologize for any inconvenience this has caused you. We value your feedback and would welcome the opportunity to make things right. Wishing you all the best!
  

  Customer Answer

  Date: 05/20/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/07/2024

  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.

  I want to cancel my meal plan subscription with FlexPro Meals and there is no way to complete this on line. Online, they tell you to send a text, leave a vm message or online or chat. All have complete all three options and they say that someone will get back to you. but no one ever does. I have been trying for the last week. I need to have them cancel my meal plan subscription

  

  Business Response

  Date: 05/07/2024

  ** *****, Thanks for reaching out and for bringing this to our attention. We are very sorry to hear about the trouble you've experienced trying to cancel your subscription. Your frustration is completely understandable, and we apologize for the inconvenience this has caused you. Rest assured, your request is taken care of promptly. Your subscription has been canceled already. You can also see this when you login to your account.
  
  Lastly, you should have also received an automated email confirmation of the cancellation, sometimes, that email gets routed to spam/junk folder so it's worth checking them. We're truly sorry for any inconvenience caused, we hate to see you go but we wish you all the best!
  
  
  
  
  

  Customer Answer

  Date: 05/07/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/22/2024

  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.

  Hello,
  
  This business does not allow you to cancel your subscription online and instead says to contact them through their website or text their number. I did both and the chat told me to call which I have just sat through endless waiting before the call just hung up with no one answering and no one has responded to my text. If you are not going to allow your customers to cancel online (which is not an okay business practice you are basically holding payment hostage) you need to have people available to cancel subscriptions which this company does not or is at least avoiding considering I had no problem getting an answer from them until it came to cancelling. All I would like is for me subscription to be cancelled I am not seeking reimbursement for the poor quality of the meals or service to this point.
  
  Thank you,

  

  Business Response

  Date: 04/29/2024

  Hi *******

  We extend our sincere apologies for the inconvenience you encountered while attempting to cancel your subscription. We understand the frustration and inconvenience caused by the difficulties you faced in reaching our team and navigating the cancellation process. Please be assured that your subscription has been successfully canceled as of last week, April 22, 2024. you can also see this when logging in to your account > Dashboard. You should also receive an automated email confirmation about your cancellation, sometimes that email get routed to your spam/junk folder. Rest assured, your subscription has been terminated. Additionally, we acknowledge your request for a refund of $70, and we will promptly initiate the refund process and this money should be back to your payment card used within 7-10 business days.
  

  At FlexPro, we strive to provide our customers with a seamless and efficient experience, and we regret that we fell short of meeting your expectations in this instance. We are continuously reviewing and refining our processes to improve the ease of cancelation and accessibility to our support channels. Your feedback is invaluable to us, and we appreciate your patience and understanding as we work to address the issues you've encountered. Should you have any further questions or concerns, please do not hesitate to reach out to us directly.
  Once again, we apologize for any inconvenience caused and thank you for bringing this matter to our attention. We remain committed to providing you with the highest level of service and support.
  
  

  Customer Answer

  Date: 04/30/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:03/15/2024

  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 tried to cancel my subscription on March 13. The same day as the last delivery. I was informed that they "are not able to stop or delay my subscription because it had already processed. I looked into my user page on their website and my order had not been processed, rather it was being processed. I attempted to call their customer service. But no one answered or called me back. I contacted customer service via text and was stonewalled again. They are acting like they have no power to stop my payment. Even though the order has not been shipped. They are being evasive and not forthright. I want to stop my payment to Flexpro meals and ensure that they do not take any more automatic payments from me.

  

  Business Response

  Date: 03/18/2024

  Hi ******
  Thank you for bringing this matter to our attention. We apologize for any inconvenience you experienced with canceling your subscription.
  Upon reviewing your case, we have canceled your subscription as per your request. Additionally, we will also request a refund for the disputed amount. Please allow a 7-10 business days for the refund to process and reflect in your account. You will also receive the last order and that's on us.
  We're very sorry for any frustration this situation may have caused you. If there's anything else we can assist you with or if you have any further questions, please don't hesitate to reach out directly at ************************m. Thank you for your understanding.

• Initial Complaint

  Date:03/08/2024

  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 been trying to cancel my subscription as the meals are the size for a 5 year old. I have called but no answer and have used their chat in which they ask what you want and then never answer back after you tell them. They charged me 91.08 on the 3/6/2024 and my order was set to delay until I could get a human to respond.I feel like they are intentionally scamming people into signing up and are quick to call you with their great customer service but once they get your card number you cant get ahold of anyone!!

  

  Business Response

  Date: 03/08/2024

  We're truly sorry to hear about the challenges you've faced with our service, and I appreciate the opportunity to address your concerns directly. First and foremost, please accept our apologies for any inconvenience and frustration this experience may have caused you. Our goal is to provide both quality meals and customer service, and it's clear we fell short in your case.
  Regarding your subscription, we can confirm that it was indeed canceled immediately after your request was recognized, and you were assisted within 24 hours of reaching out to us. We strive to make our cancellation process as straightforward and responsive as possible, and it's regrettable that this was not your initial experience.
  As for the charge of $91.08 on 3/6/2024, it appears this was processed as part of your subscription before the cancellation was completed. We've also sent a refund request on your behalf as of today 3/8/24, please note it takes 7-10 business days once its approved by our Accounting department to reflect back in your payment card. Additionally, we'll investigate the communication issues you've described to prevent such occurrences in the future.
  We take your feedback seriously and will use it to improve our services and customer service processes. Our team is here to support you, and we aim to ensure that all our customers have a positive and transparent experience with us. If you have any further questions or need additional assistance, please don't hesitate to contact our customer service team directly via **** **** ** *** ** ************ /7 AM-7 PM CST daily.  Again, we apologize for any inconvenience and thank you for bringing this matter to our attention.
  
  
  

  Customer Answer

  Date: 03/08/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/06/2024

  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.

  This company has no customer service and refuses to cancel my subscription even though they say you can cancel anytime, and does not respond to my inquiries/emails/texts. When you call their “customer service line” it’s just an automated machine telling you to use their chat option on their website. When you use the chat option it’s just a robot asking you to text them instead. When I text them they take sometimes days to respond, but now they are not responding to me at all since I have asked them to cancel my subscription because I’m fed up. I have been texting and calling for days and nothing. It’s convenient how they don’t respond once a cancellation is requested. I need to report fraud to my bank in order to cancel my subscription and stop them from charging my credit card at this point.
  
  Not only do they have the worst customer service but their meals are falsely advertised, tiny, and are comparable to frozen microwave meals you buy from the freezer isle.
  
  They are honesty horrible and a complete scam with absolutely appalling “customer service” (if you can even call it that). These people should not be operating a business and should not have people’s credit card information.

  

  Business Response

  Date: 03/06/2024

  ** *********
  We are deeply sorry to hear about the challenges and frustration you've encountered with our service. It's concerning to learn about your experience, as it falls significantly short of the standards we strive to uphold for customer service and service quality. The issues you've described with canceling your subscription, the lack of timely and effective communication, and your dissatisfaction with our meals are all areas we take very seriously.
  We are committed to transparency and ease of use, including the ability to cancel subscriptions at any time without hassle. It's clear we have not lived up to this commitment in your case, and for that, we sincerely apologize.
  To address your concerns directly and as a matter of urgency, we would like to ensure that your subscription has been canceled to prevent any further charges. Regarding your request for a refund, we agree that it is a fair and appropriate course of action given the circumstances. We are committed to processing this refund request for the full amount you've been charged for your first and only order.Please note that it will take 7-10 business days upon approval of our Accounting department and you should receive your money back to your payment account.  Again, we are truly sorry for the inconvenience and disappointment you've experienced. We are grateful for the opportunity to make this right and hope to restore your faith in our commitment to our customers. Thank you for bringing these issues to our attention, and we look forward to resolving them to your satisfaction. We wish you all the best.
  
  

• Initial Complaint

  Date:03/06/2024

  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.

  We ordered 15 meals and the first one was fine, but the second one had melted plastic/cotton all throughout the food. I reached out via email and they stated those were purposefully put in the Meals for moisture. I’m not sure why the first meal did not contain one, however, this made the meal in edible. I cannot eat cotton or plastic and that is surely not what I paid for. We ended up throwing the meals away and so I reached out again to go ahead and cancel and ask about any compensation for the meals that we threw away and was told they would do a future credit, but we no longer want to use this service because we do not want to eat those things in our meals and we simply do not feel comfortable moving forward with this company after that experience.

  

  Business Response

  Date: 03/06/2024

  I'm truly sorry to hear about your experience with our meals and the response you received when reaching out for assistance. It's concerning to learn that there was material in your food that made it inedible, and the explanation you were given does not meet our standards for quality and transparency.
  Regarding the materials you mentioned, it's important for us to investigate this matter thoroughly as it's unusual and not reflective of our commitment to providing high-quality, safe meals to our customers. Your health and satisfaction are our top priorities, and we apologize that your experience fell short of our standards and your expectations.
  Given the circumstances you've described and your decision to no longer use our service, we understand that a future credit may not be the preferred solution for you. We'd like to rectify this situation in a manner that feels fair and satisfactory to you, including discussing a refund request for the disputed amount of $148.38, given the issues with your order. Our Customer Care specialist, ****** had reached out already as of today and we are still awaiting for the additional information needed such as the meal's label. 

  Please allow us the opportunity to make this right. We're committed to ensuring that your concerns are addressed promptly and to your satisfaction.
  Again, we apologize for the inconvenience and disappointment you've experienced. We value your feedback as it helps us to improve our service and offerings. Thank you for bringing this to our attention, and we look forward to resolve this matter.

• Initial Complaint

  Date:02/29/2024

  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.

  Complaint: Subpar Quality and Unacceptable Service from FlexPro Meals
  
  To Whom It May Concern,
  
  I am writing to file a formal complaint against FlexPro Meals regarding the subpar quality of their meal service. As a paying customer, I expected to receive meals of reasonable quality and taste, but unfortunately, my experience has been quite the opposite.
  
  Within 24 hours of receiving the meals, I promptly contacted FlexPro Meals to express my dissatisfaction and requested a refund. However, despite my timely request, I have been repeatedly denied a refund for the subpar meals.
  
  Furthermore, I still have 16 meals received frozen, which only adds to my frustration. The taste and overall quality of the meals are appalling and, in some cases, questionable in terms of edibility. Despite multiple attempts to consume the meals, I found them to be completely unsatisfactory and inedible.
  
  Moreover, when I reached out to FlexPro Meals regarding my dissatisfaction and requested a refund, I was met with resistance and unhelpful responses. The company has failed to address my concerns adequately, and I find their customer service to be unacceptable.
  
  As a result of this experience, I am seeking a full refund for the subpar meals and the lack of satisfactory customer service provided by FlexPro Meals. I believe this is a reasonable request given the circumstances.
  
  I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to ensure that FlexPro Meals upholds the standards of quality and service expected of a reputable business.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ****** *******
  Cell: ********** Order No: *******

  

  Business Response

  Date: 02/29/2024

  Hi ******,
  Thank you for reaching out and providing detailed feedback regarding your experience with FlexPro Meals. We sincerely apologize for the disappointment and inconvenience you've encountered with the quality of our meals and the level of customer service you received. We are truly sorry for this inconvenience.
  Upon reviewing your case, including your order number ******* and the concerns you've raised, we've taken immediate action. We understand the significance of your dissatisfaction and agree that you deserve a resolution that reflects our commitment to customer satisfaction and service excellence.
  We have requested a refund of $100.29 to your payment card. Please allow 7-10 business days for this refund to be processed and reflected on your statement. This action is a direct acknowledgment of the issues you've faced and our responsibility to address them promptly and effectively.
  Furthermore, we are examining our meal preparation and quality assurance processes to identify and implement necessary improvements. We are also reviewing our customer service procedures to ensure that our team provides helpful, empathetic, and efficient support to our customers.
  Your feedback is invaluable to us as it helps identify areas where we need to improve. We are committed to making the necessary changes to ensure that our meals and customer service meet and exceed the expectations of our customers.
  Again, we apologize for your negative experience and the inconvenience it has caused. We hope that our response and the actions taken demonstrate our dedication to rectifying the situation and restoring your confidence in FlexPro Meals.
  Should you have any further questions or need additional assistance, please do not hesitate to contact us directly through our dedicated team member whom you spoke with today at [email protected]. We wish you all the best!

  
  

  Customer Answer

  Date: 03/01/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******