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:02/28/2024

  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.

  Flex pro meals won’t let me cancel my subscription they just hang up the phone with out the auto system working and you can’t cancel online and when you do get to the automatic system they hang up and tell you to text them and then when you text they just say someone will be their shortly and then when someone finally texting you and I get to the part when I want to cancel my subscription nobody texts back or they start asking if something is wrong with my order and I explain no I just want my subscription canceled and when I get to the part where I say I don’t want a subscription they stop responding to sum it up this company scams people by not letting them cancel their subscriptions

  

  Business Response

  Date: 02/29/2024

  ** ******
  We're truly sorry to hear about the difficulties and frustration you've experienced while attempting to cancel your subscription with Flex Pro Meals. It's very concerning to learn about the challenges you've faced, not only with our phone system but also with our online and text messaging services. This is far from the seamless and respectful customer experience we aim to provide.
  Firstly, let us assure you that we take your feedback seriously. It's clear there has been a significant breakdown in communication and process on our end. The scenario you've described is unacceptable, and I understand how it could give the impression that we're making it difficult for customers to cancel their subscriptions, which should never be the case.
  To address your immediate concern, we can confirm that your subscription is cancelled, effective immediately. You will not receive any further charges or shipments from us. Regarding the disputed amount of $148.88, we are initiating a refund request for this amount to your account. Please allow 7-10 business days for this refund to be processed and returned to your payment card. We're also reviewing our customer service protocols and systems to understand how your experience fell short and to prevent similar issues from happening in the future. This includes ensuring our automated systems work as intended and improving our response times and procedures for subscription cancellation requests.
  As a gesture of our commitment to making things right, and in appreciation of your patience and feedback, you will still receive your first and only order, in addition to the billing adjustment. This offer is made in the hope of mending our relationship and, perhaps, welcoming you back as a customer under better circumstances in the future. Please expect a confirmation email shortly with the refund request and you should have also received an email confirmation that your subscription was canceled last February 28, 2024 - sometimes that email gets routed to your spam or junk folder so it's worth checking them as well. Should you have any further questions or need additional assistance, feel free to contact us directly at *************************. Once again, we apologize for the inconvenience and frustration you've experienced. We are committed to earning back your trust and proving that we can do better.

• Initial Complaint

  Date:02/27/2024

  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.

  On 2/23/24 I contacted the company via email and text in order to cancel an upcoming delivery. I agreed to a reduced charge but then was charged the full amount. This is the second time this company has done this. I then sent them a text message that this was not what was agreed and to cancel the order, close the account, and refund my money. They have not responded for three days. I sent them multiple emails and text messages which they didn't respond to. The website says that you can call them but it is a recording directing the customer back to the chat that doesn't exist. This company is very unethical.

  

  Business Response

  Date: 02/29/2024

  ** ******,
  We want to extend my sincere apologies for the distress and inconvenience you've experienced. Upon reviewing your case, we can confirm that your subscription was successfully cancelled on February 27, 2024. We have requested a refund on your behalf for that particular order. Please be aware that the refund process typically takes 7-10 business days. Once approved, the refund will be issued directly back to your payment card.
  Though the lack of prompt communication on our part was unacceptable, we assure you we are taking steps to prevent a recurrence of such issues. Our team is actively reviewing our procedures to ensure more efficient and effective handling of similar situations in the future.
  

  While we understand this experience may have impacted your view of our company, we are keen on rectifying the situation in any way we can.
  Should you have any further questions or wish to discuss this matter directly, please do not hesitate to contact us at *************************.
  Thank you for bringing this issue to our attention. We value your feedback and are committed to improving our service to prevent future disappointments.

• Initial Complaint

  Date:02/26/2024

  Type:Delivery 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.

  Ordered meals from this company.
  
  Very poor quality for the price. False image advertising.
  
  This food is packed full of sodium and not healthy as they claim. Watery and mushy like canned food.
  
  They will not cancel my subscription even though I do not want to continue eating this food.
  
  It is clear they want to lock you in to 4 weeks so they can make money off you
  
  Will not give me a refund for order not yet sent but billed from my account.

  

  Business Response

  Date: 02/27/2024

  Hi ******,
  Thank you for reaching out to us and sharing your concerns regarding your recent experience with our meal service. We sincerely apologize for any disappointment or inconvenience you have encountered with the quality of our meals and the issues surrounding your subscription and billing. It's important to us that our customers receive not only high-quality meals but also service that meets their expectations, and we regret that we missed the mark in your case.

  We want to assure you that we take your feedback very seriously. After reviewing your account, we have already canceled your subscription as of yesterday. Additionally, we understand your concerns regarding the charge for the order that was billed but not yet sent, and we are processing a full refund of $176.00. You can expect to see this refund reflected in your account within the next 7-10 business days, depending on your bank’s processing times. Our team strives to accurately represent our meals and provide detailed nutritional information, including sodium content, to help our customers make informed choices. We apologize if our offerings did not meet your health and quality expectations. Your feedback is invaluable to us, and we will take it into consideration as we continuously work to improve our meal options and service.

  If there’s anything more we can do for you or if you have additional feedback or questions, please do not hesitate to reach out to us directly.  We're here to serve every day from 7 AM to 7 PM Central Time via text at ###-###-#### or LIVE Chat for a prompt response! We are committed to ensuring your satisfaction and would like the opportunity to make things right. Thank you for giving us the opportunity to address this issue. We wish you the best in your future meal choices and hope that we might have the chance to serve you better in the future.

  Customer Answer

  Date: 02/28/2024

   
  
  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:02/16/2024

  Type:Delivery 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 ordered a meal plan that included 21 meals from them and planned to cancel the subscription as I just wanted to try it out. There is nowhere on their website to cancel a subscription which is absurd. Additionally when someone called me about it they informed me I signed up for a "pro plan" that is a minimum of 4 plans I have to buy. Nowhere on my account does it show this is true nor does it allow me to change it. It automatically checks the pro plan when you first go to the website and you have to uncheck it. He wouldn't let me cancel no matter what I said, even though any reputable company would let you change your plan if you wanted or cancel. If you call the number back I was called from no one picks up and no one responds to texts, you have to hope they call you. There's no company email either. I will continue to delay meals for the rest of my life if I have to as I do not wish to do business with this company any further.

  

  Business Response

  Date: 02/16/2024

  Hi Samantha, Thank you for bringing your concerns to our attention. We understand how important it is for our customers to have control over their subscriptions, and we apologize for any inconvenience you've experienced. We wanted to personally inform you that we received your request and, as per ******'s message to you yesterday, we have canceled your subscription effective immediately as soon as your last message was received hence we adhered to your cancellation request. We will also request a refund on your behalf for your disputed amount of $70.03 from your only order (Order #1****** - Date: 2024-02-15, Order Total: 70.03). Please allow 7-10 working days for your refund to be processed and once approved, and accepted by your bank, it will depend on how fast they reflect it back to your account. We strive to make our subscription management as transparent and user-friendly as possible, and we're sorry that your experience did not meet these standards. Your feedback is invaluable to us as we work to improve our services. Please rest assured that we are taking steps to address the issues you've raised. We respect your decision not to continue your business with us and will ensure that no further action is required on your part regarding the subscription. Should you have any more questions or need further assistance, please don't hesitate to get in touch with our dedicated customer care, ****** who reached out to you yesterday via SMS or email us directly at ******@flexpromeals.com. We're here to help. Thank you once again for your feedback, and we wish you all the best.
  
  

  Customer Answer

  Date: 02/16/2024

  
  
  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:02/09/2024

  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.

  Unable to cancel through email, chat, or text. Says that an account manager will get back to me in 24-48 hours. I have used other meal services and they allow one to cancel online without contacting anyone. There should be no wait. The one item I have eaten so far was a fudge cake that is completely dried out. I'd give it a 5 out of 10.

  

  Business Response

  Date: 02/14/2024

  ******
  Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience you've experienced in attempting to cancel your subscription. We understand that prompt and efficient service is crucial, and we're sorry that our process has not met your expectations. Rest assured, we are continuously working on improving our cancellation process to make it as seamless and user-friendly as possible. We can confirm on our end that your subscription has been canceled on February 9, 2024. You should have also received an automated email confirmation as well. 

  
  Regarding your experience with the fudge cake, we are disappointed to hear that it did not meet our standards for quality and taste. We strive to ensure all our meals and treats are of the highest quality, and it seems we fell short in this instance. Your feedback is invaluable to us as it helps us identify areas where we can improve.
  We have already sent a refund request on your behalf for $62.00. Please allow 7-10 business days for this to process and depending on your banks acceptance times. We hope this resolution is satisfactory, and we deeply regret any inconvenience this situation may have caused you.
  Your experience is important to us, and we're committed to making things right. If you have any further questions, concerns, or feedback, please don't hesitate to reach out to our customer service team. We're here to help and ensure that your experience with us is nothing but positive moving forward. We wish you all the best.

  Customer Answer

  Date: 02/14/2024

  
  
  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:01/29/2024

  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 contacted them multiple times to cancel my subscription and they waited a week and a half to reach back, the most recent order won’t even ship until Monday-Tuesday and they won’t issue me a refund

  

  Business Response

  Date: 01/29/2024

  Hi *******

  Thanks for reaching out. We appreciate your reaching out and sharing your concern. Upon investigating your support request history, we want to inform you that your subscription was successfully canceled last week, and we apologize for any inconvenience caused. Rest assured your subscription was canceled after speaking with one of our Customer Care reps, ****** via SMS last Saturday. 

  Regarding your most recent order, we understand the importance of your satisfaction, and we would like to offer a refund for that order. We value your feedback, and our team is actively working to address and improve our processes to ensure a smoother experience for our customers. Please allow 7-10 business days for your refund request to be processed and once it gets approved, you should receive the payment for the last order back to your account. If there's anything else we can assist you with or if you have further questions, please feel free to let us know at [email protected]. Your satisfaction is our priority, and we appreciate your understanding. We wish you the best.

   

• Initial Complaint

  Date:12/18/2023

  Type:Delivery 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 Friday 12/15. On Saturday i received confirmation and a text messages asking when a good time to call would be. They called and informed me that i was on a 4 plan payment which i would have to pay weekly. I told them that i did not want to do that and to cancel my order all together. The receptionist then hung the phone up on me and i have not been able to get in touch with anyone since. I've tried texting the number they provide and I've tried contacting them through there website which says "We're away right now, but we'll get back to you as soon as we can." all of the time. They charged my debit card and i DO NOT WANT THIS SERVICE. I'm starting to think that this is some kind of scam.

  

  Business Response

  Date: 12/19/2023

  Hi *******, Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced with our customer service.
  
  Firstly, we would like to apologize for the abrupt phone call disconnection. This is certainly not how we aim to handle customer interactions, and we understand how frustrating it must have been for you. We are reviewing this incident with our customer service team to ensure it does not happen again in the future.
  
  Regarding your cancellation request, we deeply regret any miscommunication that may have occurred during the initial conversation. Our intention is to provide flexible meal plan options to accommodate our customers' preferences. However, we understand that the weekly payment schedule may not suit everyone hence as per your conversation today with your Account Manager, ******, you were offered to pause your billing, applied a $25 credit to all your 3 upcoming billing cycles, and adjust your billing frequency so that you have enough time to discover your favorite meals and to compensate for the misunderstandings. We're truly sorry for any inconvenience caused.

  Please know that we are actively working on improving our response time and availability to provide better support to our customers. We value your feedback, as it helps us improve our services and ensure a positive experience for our customers.
  
  If there's anything else we can assist you with or if you have any further concerns, please don't hesitate to reach out to us directly via our dedicated customer service at [email protected]. We appreciate your patience and understanding. 

  
  

  Customer Answer

  Date: 12/19/2023

   
  
  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. 
  
  

  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:12/13/2023

  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.

  Flex Pro Meals is making it impossible to cancel my subscription. When you select cancel on the website, it says to call. When you call it says to text or use the chat feature. When you text they don't respond. There is no chat feature. I have emailed with no response.
  All I need is to cancel my subscription. The reason is that it was advertised as $6.99 meals for life. However my plan is $72.93/week for 7 meals. Which quick math will tell you is not $6.99 per meal.

  

  Business Response

  Date: 12/15/2023

  ***** Thank you for reaching out to us regarding your experience with Flex Pro Meals. We sincerely apologize for any inconvenience caused and we appreciate you bringing this to our attention. Regarding the lack of response to your text and email inquiries, we reviewed your initial billing inquiry via SMS. We apologize for the lack of response from our customer service team. However, upon your email to Helena on Wednesday 12/13/2023 and you received a response within 3 hours, and the following day, your cancellation request was granted. You were also informed via SMS and email yesterday in regard to the cancellation however we haven't heard back from you for further acknowledgment. Be assured that we value your time and are actively working on reducing response times.
  
  We apologize for any confusion regarding the pricing of our meals. While our $6.99 per meal offer is initially intended for our introductory offer for Pro Plans, it seems there may have been a misunderstanding or error in the pricing of your plan. Though your subscription has been canceled, we have notified our IT department for further evaluation of the pricing. We can confirm that you were not able to utilize our coupons to match your order hence you were billed in the normal price of our discounted meals for life ProPlan for 7 meals. Please note that all customers are responsible in placing their first order coupons and they are only valid for first time orders and we are sorry that you were not able to include it in your first order. We understand your frustration and once again apologize for the inconvenience caused. At Flex Pro Meals, we strive to provide excellent customer service and we are committed to resolving this matter to your satisfaction. We appreciate your patience and understanding. Should you decide to give us one more try, please reach out to [email protected] and we'll be more than happy to set up your account as seamless as possible. Thank you for bringing this experience to our attention and we wish you all the best!

  Customer Answer

  Date: 12/15/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:12/13/2023

  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 tried to cancel my subscription for two days now. I’ve sent multiple text messages as it says to on their website and when I reply back I don’t get a response. I have used the live chat several times and each time it says to wait for a phone call from an agent. I needed to cancel my subscription before the next order was shipped because I can’t afford another order. It’s absolutely ridiculous how hard it is to cancel this subscription.

  

  Business Response

  Date: 12/14/2023

  ********Thank you for reaching out and sharing your experience with us. We apologize for any inconvenience you have faced while trying to cancel your subscription.
  
  We understand the frustration you may have encountered while attempting to cancel your subscription through our text messaging system and live chat. We apologize for any delays in our response and understand the urgency of your request.
  
  Our team is fully committed to ensuring smooth and efficient customer service, and we apologize for any inconvenience caused by the delay in canceling your subscription. We have taken note of your feedback and will use it to improve our communication channels and response times.
  
  Please be assured that we have canceled your subscription two days ago, as per your request. You should have also received an email confirmation from our system directly. Sometimes it's worth checking your SPAM or Junk folders. However, we acknowledge that the process was not as swift as you had anticipated, and we apologize for any inconvenience caused.
  
  We truly value your feedback, as it helps us identify areas where we can improve our service. If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out to us. Your satisfaction is our top priority, and we are committed to resolving any issues promptly.
  
  Thank you for your understanding and patience throughout this process.

  
  

• Initial Complaint

  Date:12/08/2023

  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.

  Canceling is predatory you literally have no way to cancel yourself.
  
  The website will send you to a phone number that will not pick up and will not text back. I’ve been trying to cancel for over a week. They said they will call me but they won’t.
  
  It’s literally a consumer trap to keep extracting money from you. This is done by design so they keep charging you.
  
  I have to keep logging in to push the delivery or I will be charged hundreds of dollars a week. I don’t have time for this.

  

  Business Response

  Date: 12/08/2023

  ****, Thank you for sharing your feedback about your experience with Flexpromeals. We sincerely apologize for any frustration and inconvenience this may have caused you.
  
  We understand that it is crucial for our customers to have a seamless cancellation process, and we apologize if we didn't meet your expectations in this regard. Our goal is to provide a user-friendly and efficient experience, and we apologize for any difficulties you encountered while trying to cancel your subscription.
  
  We genuinely appreciate your patience and would like to assure you that we have taken your feedback seriously. We have thoroughly reviewed our cancellation process and have made necessary improvements to ensure that our customers can easily cancel their subscriptions, without any hassle.
  
  Moreover, we apologize if our customer service team has not been responsive to your request. This is certainly not the experience we want our customers to have. We are working diligently to address this issue and enhance our communication channels, so that our customers can reach us conveniently and receive prompt assistance.
  
  Customer satisfaction is our utmost priority, and we deeply regret any inconvenience caused. We value your business and we can confirm that your subscription has been canceled. You should also receive a confirmation email within the next 24-48H, it is worth noting that this mail can be sent to your spam/junk folders, so please check them later. Rest assured, your subscription has been canceled and you will not get billed in the future. Once again, we apologize for any inconvenience caused and appreciate your feedback. We strive to improve our services based on customer input, and we appreciate your time in sharing your concerns.
  
  Thank you for choosing Flexpromeals.

  
  

  Customer Answer

  Date: 12/10/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it took me going to the BBB to cancel my account. This doesn’t resolve the main issue of it being purposely difficult so this will affect any Americans who try this service. It should be easy to cancel for anyone that doesn’t want this service on your website and if you provide a phone number it shouldn’t auto disconnect regardless of which option is selected. Also your chat service employees should have the ability to cancel not schedule a callback that never materializes. 
  
  
  
  Sincerely,
  
  
  
  **** *******