At Flex, we're committed to providing excellent customer support. If you've experienced a significant issue or have an unresolved concern, you can use our consumer complaint form to let us know. We're here to listen and will work with you to fix the problem quickly.
If you have an unresolved issue with Flex, you can file a formal complaint using our complaint submission form. Flex aims to respond within 24 hours, and we work to fully resolve most complaints within about 7 days (and no longer than 20 calendar days). Below is how to submit a complaint, how a complaint differs from a general support request, and what to expect after you file.
Looking for general support?
We offer several support channels to make sure you get the help you need:
- Chat for quick help: Open the app to chat with our chatbot for fast, personalized support. If you need more help, the chatbot can connect you with a live agent or guide you through submitting an email ticket.
- Help center: Explore answers to common questions or learn more about Flex's features.
- For property managers: Reach out to your dedicated representative or visit the Property Manager Help Center.
For more details, visit our How to get support article. We're here to help!
What counts as a formal complaint vs. a support request?
- Support request: You're looking for information or help with your account! For example, how a feature works, or help with a payment. These questions are best handled through chat, the Help Center, or an email ticket.
- Formal complaint: A written expression of dissatisfaction about Flex's products, services, or policies. If your issue hasn't been resolved or needs additional attention, filing a complaint makes sure it gets the right level of review.
How do I file a formal complaint with Flex?
If your concern hasn't been resolved or requires additional attention, you can file a formal complaint with Flex.
Steps to submit a complaint:
- Go to the Complaint submission form.
- Enter your email address and a subject line.
- Include your existing ticket number or ID (e.g., 2711193) if you have one.
- Select the reason for your complaint.
- Provide detailed information about the issue.
- Click Submit.
What to expect in our response
We aim to respond to all formal complaints within 24 hours. Depending on the nature of your concern, it may be routed to a specialized team, and in many cases a team member will reach out to you directly. Our responses to formal complaints are handled with care and we'll keep you informed as we work with you toward a resolution.
What happens if my complaint isn't resolved right away?
Your complaint may be owned by a specialized team who will see it through to resolution. They may coordinate with other teams at Flex behind the scenes, but they will help you in resolving your complaint.