Flex Storage Alert
Unveiling Customer Experiences You NEED To See!
Is Your Move Safe With Flex Storage?
Countless customers have shared their stories.
Damaged belongings, surprise charges, and logistical nightmares.
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Flex Storage Inc. & The BBB
This business is NOT BBB Accredited.
53 total complaints in the last 3 years.
50 complaints closed in the last 12 months.
(Data based on available BBB profile information. Always verify directly with BBB for the latest status.)
OCALA TRAILER THEFT: A Redditor’s Nightmare
A chilling account of loss and questionable security with Flex Storage.
Hey everyone, I just wanted to share something that happened recently in West Shire Village, Ocala, and—well, frankly—it’s pretty unsettling.
A Reddit user, u/Last-Statistician758, drove four hours south to settle into a new place here.
Around 7:00 PM on May 27, 2025, Flex Storage dropped off this fancy GPS-equipped “smart” container in their driveway, complete with Flex Storage decals. It contained over a decade’s worth of personal and business stuff, and they had movers scheduled for noon the next day.
But get this: around 11:00 AM—just an hour before the movers were supposed to show up—somebody hooked up the trailer and hauled it away. Everything disappeared right before their eyes, and no one seems to know who did it.
Why You Should Care (Especially If You Use Flex Storage in Ocala)
- Trailer Theft Is Up: Marion County law enforcement says there’s been a spike in utility trailer thefts, including those with fancy real-time GPS trackers. Kind of concerning, right?
- Bailment Liability: Since Flex Storage had possession of these belongings, they’re legally responsible. So if a container supposedly has GPS and still goes missing, that raises big questions about insurance, coverage, and accountability.
- Irreplaceable Loss: Family heirlooms, work equipment, important docs—basically a decade of someone’s life—poof, gone.
What the Local Redditors Are Saying:
- “That timing is fishy—just before the movers arrive? Someone must’ve known Flex’s schedule...” – u/300Blippis
- “Might’ve been an inside job. Hitching a Flex trailer without alerting somebody isn’t exactly easy.” – u/lostaga1n
- “They brag about GPS tracking. How does a ‘smart container’ vanish into thin air?” – u/ValuableAd3873
- “Don’t let Flex Storage off the hook. Contact the Ocala Police Department, get legal advice, and maybe reach out to local media.” – u/wileyy23
Reviews about: • Flex Storage theft / Flex Storage Ocala • Trailer stolen in Ocala / Smart container GPS theft • West Shire Village burglary / Ocala Police Department • Marion County, Florida / Storage container security
What You Can Do:
- Spread the Word: Copy this post, share it on your Nextdoor groups or Facebook, and tag the Ocala Police Department. Also, mention it on r/Ocala.
- Check the GPS: If you have access to Flex Storage’s tracking, see if there have been any new pings or location changes since 11:00 AM on May 28.
- File Complaints: Drop by the Ocala Police Department HQ to report it, BBB, Google reviews, yelp, trust pilot, ripoff report and make sure you talk to Flex Storage’s insurance.
- Lock It Down: Next time you get a delivery, use your own high-security locks. Snap pics of any serial numbers, and confirm that GPS is on ASAP.
- Send Tips: If you saw the trailer or even have the slightest clue who might’ve taken it, send a DM to u/Last-Statistician758 or call the Ocala Police non-emergency line at (352) 629-8224.
Real Customer Complaints About Flex Storage
These are public records from the Better Business Bureau. Names have been initialized for privacy.
I telephoned the company for a quote for a storage unit. I spoke to a *** about getting a quote and I did provide my debit card information to reserve, but I did inform the *** that I do not have a location yet so once I get a location, I will let them know. I did not confirm a reservation because I did not have a location yet. The company charged me $251.55 stating that I did not cancel within 48 hours. The *** I spoke to never told me that I had to cancel within 48 hours.
Business Response (05/15/2025)
Hello, Following contact with ***** ******** and a comprehensive internal review of the circumstances surrounding her inquiry, we have taken decisive action to rectify the situation by issuing a complete refund... As a direct result of this process and our commitment to customer satisfaction, a full refund has been processed and successfully issued to Ms. ********* Flex Moving and Storage now considers this matter resolved.
Customer Answer (05/15/2025)
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, ***** ********
I am filing this complaint regarding the experience I had with Flex Moving and Storage during my move on April 21, 2025. The movers caused extensive damage to both my former and new homes. They dropped my sofa down a staircase, resulting in large holes and gouges in the wall. They dragged furniture across hardwood floors, leaving deep scratches... fabric on the sofa was ruined... sideboard was also scratched... boxes were mishandled... two movers engaged in a loud shouting match... one rug never arrived... When I filed a claim, I was offered $335... told to use my own homeowners insurance... Policy details were sent *after* the move and *after* I submitted my claim... I am seeking appropriate reimbursement...
Customer Answer (05/14/2025)
I have been contacted by the customer service department at Flex Moving and Storage. We were able to reach an agreement/settlement regarding my complaint. I am happy with how things have been resolved. Thank you for your assistance.
FlexMovers Misrepresentation of ************************ Complainant: **** *. Move Date: Sunday, March 23, 2025 Business: FlexMovers Summary of Complaint: I was quoted $1,530 for FlexMovers' "Diamond Package," which was described as including: Three movers for five hours ******* services ******* materials (boxes, bubble wrap, blankets) The move did not reflect what was promised: Only two movers completed the job... No boxes or bubble wrap were provided... No packing was performed... The trailer provided was too small... I was charged an extra $720 (later refunded)... Resolution Requested: I am requesting a refund of $500...
Business Response (04/07/2025)
****, a *****, *******-based moving and storage company... Flex is internally investigating Andersons claims and will notify her directly when our review is complete. ******** was charged in error for $720 and has already been refunded. ******** was charged at a flat rate for the Diamond package. The flat rate does not factor in the number of movers or the overall labor time and is just a flat rate. Andersons request is still being reviewed by ****. ******** is encouraged to continue working with **** support for a resolution.
I received an email quote for a 2 day travel from north ****** to to **********. Total cost ****** ******. Pickup and loading... flawless... Day 2: the delivery was sent to an incorrect address... Getting any help from customer service was frustrating... Day 3: A guy who said he did not work for Flex Storage delivered a Flex trailer... not able to unload... DAY 3: 3-4 hours after delivery... 2 movers showed up... FLEX INVOICED ME ***** for a storage day due to their driver errors... flex storage made an unauthorized withdrawal from my bank in the amount of ******...
Business Response (03/25/2025)
Flex Moving and Storage is a household goods carrier... ***** Malvern used Flexs moving service on March 14th and 16th... movers were unable to get in contact with Malvern and unable to access Malverns apartment... The fee for storing on Flexs lot and the labor time charges are valid... Flex has made a good faith effort to explain these charges...
Customer Answer (04/08/2025)
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. A full refund has been made for the UNATHORIZED ******. The company also refunded the ****** I paid originally to them for their service, as compensation for my troubles and disrupted move. Thank You for your urgent assistance in this matter. Sincerely, ***** Malvern
The movers came late and my belongings were not delivered on the day that was promised. There was a marijuana scent on some of the workers... They damaged and broke many items... Some of our items were delivered, but we quickly noticed some were damaged... A driver informed me that they could drop off the shipment to my house, but did not have anyone to unpack it... After dozens of calls, texts, and emails, the movers eventually unloaded a few days after we agreed upon with damaged goods... the biggest piece of damage was the driveway to the house. The movers destroyed my driveway... The proposed settlement of $1,020 does not even cover the damage... I am requesting $7,741.28.
Customer Statement (03/22/2025)
To Whom It May Concern I have attached sample additional pictures from the damage to both the furniture and driveway. I also have pictures from the flat tire with the truck delivered at my house. It is truly unacceptable that the delivers were made late. It was unacceptable that my furniture was damaged, and my brand new driveway was damaged as well.
Business Response (03/25/2025)
Flex Moving and Storage is a household goods carrier... ****** Sukran used ************* for three day moving service... Flex support reviewed Sukrans claims and supported her closely... Flex offered above our liability for the damage. Flexs current offer constitutes a 50% refund of services. Flexs liability for item damage is $0.60/lb... A household goods carrier is typically not liable for full cost replacement unless a client has paid a premium for such protection, which ****** has not purchased...
I called Flex Moving for a quote... gave them the address... It was two dressers and two end tables... they gave me a quote. They said I had to give my credit card... I said what happens if I dont decide to do this and they said no worries you can get your money back but they didnt tell me is that when I did cancel because I didnt get the furniture I was told that it was gonna cost me my deposit... The woman said she would talk to the supervisor... No one ever called me back they just kept the charge on my credit card.
Customer Answer (03/13/2025)
I did not use another mover, I said when I called them I was trying to get this furniture from a second hand store... They did tell me I could cancel if I didnt get the furniture, I called the next day and now I understand why the lady told me I should reschedule out a week, then call back to cancel. I thought I was doing the right thing by being honest and canceling, knowing I could not get the furniture. NO ONE ever said I could lose my $200 !!!
On 11/28/24, I paid ****** per Flex Storage Invoice E4909CB0-0005... Flex Storage permanently removed the trailer on 12/20/24. On 2/12/24, I requested $49.93 to be refunded... On 9/28/24, I rented a flex storage unit... On 10/6/24, I separately transacted $84.53... to temporarily move the trailer... in anticipation of Hurricane ******. The unit was returned to me with damaged items... On 11/14/24, I filed a $2,831 claim... On 2/14/25, Flex Storage offered me $150... claiming that I declined insurance coverage... Flex Storage provided me a document dated 9/27/24 that had my name and initials typed and a box checked declining additional insurance coverage... All transactions/communication were through a representative on the phone... I am requesting the declination of coverage evidence... and reimbursement of $2,631...
Business Response (04/06/2025)
Flex, a *****, *******-based moving and storage company... Flex bills on a month to month basis and does not prorate for unused days. **** has offered to settle Andersons claim above our legal liability... While ******** already had a copy of her rental agreement, Flex complied with her request and sent her an additional copy. The document is initialed and signed by ******** in multiple places and ******** unequivocally opted out of additional coverage for item damage... No Oral Agreements... Flex has executed our service per the terms of the rental agreement... **** is under no obligation to share internal documents at a customers **** and considers this matter resolved.
Customer Rejection (04/07/2025)
I am rejecting this response because: the document that Flex Storage claims I signed is fraudulent for the following reasons: 1. The name and initials are typed... 2. I use my formal name and initials... this document is not representative... 3. This document has never been made available to me... I requested Flex Storage to provide a recorded conversation supporting that I verbally declined coverage... I will need to be provided evidence on how this form was made available to me...
Business Response (04/09/2025)
The rental agreement was sent to ******** on 9/27/2024. The confirmation email states "The conditions detailed in this Booking Confirmation shall apply in accordance with the Storage Rental Terms and Conditions and the Terms of Service," and both documents are linked in the email. By using our service, ******** agreed to our Terms. Flex is not liable for full value compensation and does not owe a prorated storage refund... Flex has made a good faith effort to resolve ********** damage claim and has offered above our legal liability... will not share internal documents, such as recorded calls.
Customer Rejection (04/17/2025 - Last one in thread)
I am rejecting this response because I have not been provided the email audit trail that the document accompanied.
Customer Note (04/23/2025)
How can you close this claim when there was no email communication provided that this document was included in. Flex Storage merely provided a document with a typed name on it. NO EMAIL COMMUNICATION exists or they would have provided. I am now interested in filing a fraud claim. Please advise on if this is handled through BBB or another government agency.
One of the worst moving moving experiences Ive ever encountered. The movers were NOT trained and professional. They showed up at different times and without tools... propped up my door with a chair and proceeded to bash by door and walls... I put in a claim and they refunded me 50 bucks which is laughable... disassemble the 2 beds, they did not know what to do... Just moving a 2BR APT took them over 5 hours!... Reassembly was even worse... FLEX ended up charging me 3x my quote... Avoid Flex like the plague. They are not a serious moving company. Compete fraud and scam charges for services not rendered.
Business Response (03/12/2025)
Hello, Flex, a *****, *******-based moving and storage company... When Mr. ****** ******* brought his concerns to our attention, we responded promptly and took decisive action to address them. Through open and transparent communication, we were able to reach a mutually agreeable settlement that satisfied both parties involved. Mr. ****** ******* and Flex have reached a settlement agreement... Mr. ******* has voluntarily agreed to withdraw his complaint. Both parties agree to abide by the terms of this agreement and consider the matter fully resolved.
Customer Answer (03/26/2025)
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, ****** *******
We need Flex ***************************** to acknowledge and refund us for all the trauma which caused our 7 hour move to last 24 hours ! ... ANTIQUE CONVERTIBLE TABLE WORTH $800 that had the *** literally ripped off ! ... movers showed up with only 1 pod and needed 3 pods... wasting 2.5 hours... One mover had a large dresser and to move it he actually climbed up on TOP of my dresser and slid over it... NOW Scratched AND DENTED... movers disconnected our bedframe and put the rails in the pod without the bolts and screws... They lied and parked their pod overnite at my house & is a HOA issue... DELAY DELAY slow stressful delivery!... two pods were missing!... My tracker found it parked ant a warehouse!... he left the truck LOCKED & did not LEAVE A KEY!... THEY started to get some furniture squeezed out a window and was chipping everything!! ...Then they asked us to BUY a bolt cutter if we want our furniture! ...The movers told us they asked the Mgr to reduce our price due to many issues but he said NO. Later he sent us only $100 calling all the delays and trauma just damage. No ! That was abuse, trauma, and disrespect!
Business Response (03/16/2025)
Flex Moving and Storage is a household goods carrier... The complainant contracted Flex to move goods between locations on November 14, 2024. The complainants communication history with **** confirms that the move was scheduled as a two day move ahead of time at the complainants request... Following completion of services, the complainant notified Flexs Support team of their negative experiences and item damages. Flex Support reviewed the complainants claim and offered to resolve the claim above Flexs legal liability...
Customer Rejection (04/08/2025 - Last one for this complaint)
I am rejecting this response because: Flex seems to think this is about damage only. And they consider $100 an above required compensation... their incompetence is what created an extensive amount of time on our move... They caused us a $100 fine for lying to us and parking overnight on our street! ... For unloading that took another 16 hours! ... They MADE US BUY A LOCK CUTTER AND NEVER OFFERED TO PAY FOR THAT $50! So the tiny $100 they refunded did not even cover our expenses... The request for more compensation should be to compensate us for our stress and excess time... They need to pay to repair our antique table that was not scratched but WAS CRUSHED... They should also refund a significant amount of our total charge to compensate for at least 6 hours waiting time on both ends. They should compensate us for all the unnecessary trauma this caused over 2 entire days.
I had Flex Moving and Storage move me on January 20, 2025. Once my moving team arrived, I realized that they had a small trailer... they almost dropped my refigerator and dinged it... it took them 4 hours to move a washer, dryer, push lawn mover, table, 6 chairs, a small dresser, mattress and boxspring, and 50 boxes... it took them 5 hours to move a 1 bedroom apartment and 50 boxes... nine hour move, really. My sofa pillow fell on the ground and they severely tore my leather sofa. They chip my chest drawer end and broke a handle. Lastly, they even scratched my leather recliner... I filed a claim. I received approximately $530.00... Internet team reached out and told me they would give me another $300.00 if I would change their rating to 4 stars. What? That bribery. They even offered my move fee back if I would change the rating. They are bribing people to change the rating causing other people to be deceived...
Business Response (03/12/2025)
Hello, Flex is a moving and storage company... We recently received customer feedback from ******* ******... Ms. ****** contacted our customer service department to report that some of her items had been damaged... we offered Ms. ****** a settlement of $518.00. Ms. ****** expressed dissatisfaction... In an effort to resolve all of Ms. ******** concerns... we offered her a full refund of $1299.00 as a gesture of goodwill. Unfortunately, Ms. ****** declined this offer, stating that she would prefer to "hurt our company" with negative online feedback rather than reach an amicable resolution.
Customer Rejection (03/13/2025)
I am rejecting this response because: I was told if I didn't change the rating then the settlement was voided. It was a bribe which is unethical... I cannot allow unsatisfactory service to persist... Settlement include a bribe. Their rating is fraud. Note, she didn't offer the money without the star rating change... she told me that they contracted the mover; therefore, they do not know their skill level. She also told me that they would not use those mover anymore but take the bribe AND change the star rating. That was the ultimatum. I declined... my ethic are too high and she cannot buy me.
Movers hours late. Truck wasnt big enough. Had to move a lot myself. Helped movers with job by loading truck. Boxes stacked way too high. Busted boxes with fragile items. Items not handled with care. Broken Furniture. Quote extremely inaccurate. Broken glassware: glass was double bubble wrapped and box said fragile on it. Some of the glass is irreplaceable. Unreliable customer service. Employee carelessness. Overcharged.
Business Response (02/21/2025)
Hello Hala, I apologize for the inconvenience you experienced with our company... I understand that you were offered a compensation package of $440 and that you feel this amount is insufficient. While we are unable to offer you a full refund, we can offer you an additional $250 on top of the $440 already refunded. This will bring your total refunded amount to $690.00. Best Regards, Flex Moving & Storage
Customer Rejection (03/06/2025)
I am rejecting this response because: I have been dealing with terrible customer service the entire time with Flex. Not only did it take 2 weeks for me to get in touch with a supervisor, but also I told the manager (*****) that I would only accept a total of $970 for my inconvenience as I would be happy to pay the $600 that I was quoted. I want a refund on the overcharge, and I want compensation for the items that Ive lost... I will not be accepting anymore lowball offers. Its not my fault as the customer that I was given an extremely inaccurate quote just to make a sale.
On October 15th, 2024, the trailer we rented from flex storage inc. was hauled by **** from our previous property... to our new home... After Flex dropped the trailer off in the driveway... we began unloading it a few hours later. While unloading the trailer, it began to roll down the driveway with us inside. The trailer would have rolled completely into the road, if not for crashing into our ****** Tacoma, leaving behind visible damage. We immediately contacted the company... It has been months since the incident occurred and the company has not been responsive... They did request 2 quotes in December for the repair... They have been mostly unresponsive since...
Business Response (08/13/2023 - Note: Date discrepancy with complaint)
This complaint is from a disgruntled ex-employee who worked for Flex for a total of two days before being let go for a problematic attitude. He has been posting bad reviews about Flex all over the web as revenge.
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