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Business Profile

Employee Benefit Plans

Tri-Ad

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Employee Benefit Plans.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/03/2024

    Type:Billing Issues
    Status:
    Resolved
    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 September 19, 2024, I elected and paid for COBRA benefits continuation for the month of October (10/1/24 through 10/31/24). My group health coverage through my employer ended on 9/30/24. However, to date, TRI-AD has still not activated by ***** continuation of coverage with my health insurance carriers, even though they have received payment from me for almost 2 weeks. As a result, I have had to cancel several Dr ************ and prescriptions that I need, due to the out of pocket expense without coverage. I have called multiple times and spoken to two representatives, to no avail. The first representative wasn't able to find record of payment, but the second representative was. However, to date, my coverage still has not been activated.

  • Initial Complaint

    Date:01/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 got laid off and Tri-ad was my Cobra provider . I paid all the premiums and my coverage shows active on their site but when I contacted my healthcare provided they told me my coverage is not active . I've tried contacting Tri-ad multiple times but there has been no response or resolution . I literally have wasted 700 dollars when I am unemployed and I got no healthcare service when I desperately needed it .

    Business Response

    Date: 02/05/2024

    ************************* COBRA enrollment was processed timely by TRI-AD and the carrier has been receiving ongoing files with this information. Unfortunately, the carrier is not updating their records. This is not a TRI-AD issue.

  • Initial Complaint

    Date:12/04/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 attempted to contact for the last two weeks. I stay on hold for almost two hours. I finally request call back which should not be later than the next business day. My company is changing from Tri-Ad to another company for COBRA benefits. My due dates since august have stated the 15 or 16th of the month. Now, I paid 11/7 and then when I looked online it showed a payment for December was due no later than 12/1 when there is always a grace ******* I have been so stressed out and can not get a call back. There are never live agents on the chat line. They have made this a very stressful two weeks. To note, I have not had any trouble reaching them prior to November and December. It makes no sense, unless theyre just refusing calls from customers whose accounts are changing to another company.

    Business Response

    Date: 12/05/2023

    ********************** received a Qualified Event (**) Notice regarding her rights under COBRA, including any allowable Grace ******** ********************** should reference the ** notice mailed to her and posted to the portal online. An email has been sent to ********************** reiterating COBRA payment rules. ********************** opted to use the online digital chatbot, which was unable to answer her questions. In the future, ********************** should email or call **, per the instructions in the ** notice. 

  • Initial Complaint

    Date:11/21/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 retirement through an employer here. I have been trying to reach the company. Website not working. Can not see my money! Have called numerous time. No one answers or returned calls. Im a little worried that they have peoples money and there is no access and no one answers

    Business Response

    Date: 11/28/2023

    **** contacted TRI-AD to take a distribution from his Profit Sharing Plan. Distributions from the Profit Sharing Plan are processed after the valuation is completed. The applicable forms and rules have been provided to ****.

  • Initial Complaint

    Date:08/22/2023

    Type:Product Issues
    Status:
    Resolved
    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 on an approved leave of absence from my employer. Due to this, I received a bill from Tri-Ad stating I owed 2 months premium for my medical insurance for coverage dates 7/3/23-7/16/23 and 7/17/23-7/30/23. I called them and spoke to a representative, and I explained that I had returned to work on 7/15/23, due to this, I was told that Id only owe for the coverage dates 7/3/23-7/16/23, that they were noting the fact that Id returned to work, and that I wouldnt receive anymore invoices. I mailed a check in the amount of $43.85 on 7/16/23. When I received my paycheck on 7/19/23, I saw that the $43.85 had, in fact, been deducted from my paycheck for the pay period 7/3 - 7/16/23. When I called back a few weeks ago, I was told that my check would go out in 3-4 weeks. It is now August 22, and I still havent received my refunded money.

    Business Response

    Date: 08/24/2023

    The client reported a return to work date on August 7th and it was processed on August 10th. The check was mailed out on August 23rd. The participant was contacted to indicate the check was mailed on August 23rd. 

  • Initial Complaint

    Date:04/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 involved with TRI-AD through my employer for my dependent care FSA account. I quit from my employer in December of 2022. I still had funds that came out for my last check and I had a decent amount of daycare funds still in my FSA. I have been trying to get these funds out for MONTHS. I have spent hours and hours waiting on hold only to be told that my case was sent to management and I still have not gotten a resolution. I was finally able to talk to someone who told me to submit certain paperwork but by that point my option to submit claims has been taken. I have no way to get the remaining funds from my account and there never seems to be any help available either through the phone or chat feature.

    Business Response

    Date: 04/25/2023

    ***************************** contacted our call center many times and was given clear directions on how to submit and support a ************** claim. She did not properly file a claim until after the submission deadline, based on her termination. She was given appeal instructions and her claim how now been processed and approved. 

  • Initial Complaint

    Date:02/16/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Since Dec 12, 2022 have been trying to get ****** Marketplace365 to complete file for Cobra dental policy, provide provider name/policy, monthly premium, and simply respond to our calls & written correspondence. No one at this business has provided a resolution for over 2 mos. I keep calling & getting the same response, mgr will call you back & the acct notes have been updated. Our insurance was moved to ****** Marketplace from **** Inc at the end of 2022. We completed ******** package timely & forwarded package via Priority Mail on Nov. 29,2022 with check payments. We received a call from ****** agent on Dec.12,2022 informing us our ppwk received & sent to *************** (case#********) due too letter sent with package. (I'm disabled &Cobra premium differ) Told we would get a callback within 3-5 business days. No returned calls (we keep calling ****** for resolution& request callbacks). As of Feb.14,2023 called & given another callback request case#****** for management. I called Feb. *************** stated, she spoke with *****,supervisor who said, she would callback(myself) today or tomorrow or supervisor, ******-NO CALLBACK.Need help in getting upper management to get involved in our case to get resolution before the end of the month(FEB2023). It appears no one is addressing our concerns in management at the call service level or immediate management. This may need to be addressed by corporate, ***********************************,Executive VP Sales or *****************************,Exec.VP to get ********** to properly address & resolve our concerns.I'd appreciate any assistance Thanks ***********************

    Business Response

    Date: 02/20/2023

    Unfortunately, there was a data issue specific to the participants COBRA account. This issue has since been resolved. We also contacted the participant on 2/17 to explain the issue and resolution. Participant and spouse are now properly enrolled for COBRA. 

  • Initial Complaint

    Date:02/06/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    It is impossible to get into contact with anyone for issues. It is near impossible to end coverage of COBRA even though it is supposed to be instant. I have been charged an added month, even though I put the request in more than enough time in advance and have other coverage that is being paid for. I cannot trust that the coverage will be canceled before I am charged another month unnecessarily. I need them to answer their phone (as of now I have been waiting just under two hours for them to pick up). I want a reimbursement for coverage of this month that was charged and want confirmation that my coverage has been cancelled and I will not be charged another month!

    Business Response

    Date: 02/07/2023

    ****** contacted TRI-ADs call center several times via email on February 6, 2023. She may have also called based on her email notes but did not request a queue callback when prompted every 60 seconds. TRI-ADs call center responded to her emails via phone the same day, providing clear guidance on how to terminate her coverage,disable recurring payments, and when carrier updates would be made. 

  • Initial Complaint

    Date:01/23/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 on hold with Tri-Ad for 4 hours and 29 minutes and counting. If your customer service is staffed so inadequately that you can answer a phone call, then what service are you actually providing? Not everyone can resolve issues at a time you find convenient which is why I have been listening to your on hold music for over half a workday already.

    Business Response

    Date: 01/24/2023

    ************** did call and was prompted to utilize the queue callback feature, due to high call volumes, every 60 seconds. ************** eventually used our queue call-back feature. A callback was made, and a voicemail was left. He submitted receipts for large debit card expenditures. Those claims have since been processed and approved. An email was sent to him with this information.

    Customer Answer

    Date: 01/24/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory.  I received a callback 90 minutes after 5 hours and 40 minutes of being on hold.  The issue I planned to discuss was resolved the next morning before I spoke with anyone.  I know it is tough when understaffed.  I appreciate their effort.

    Regards,

    *************************

     

  • Initial Complaint

    Date:01/10/2023

    Type:Product Issues
    Status:
    Answered
    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 my 401K with Tri-ad and their website does not work nor their customer support picks the phone. I was able to see the funds 3 months back but now in the past 1 month my funds are not there. This is fraud and I do want to complain about them.

    Business Response

    Date: 01/15/2023

    The following response was sent to the participant on 1-11-23.

     

    Hello *******************.

    The EMPLOYER) Profit Sharing Plan was transferred to COMPETITOR on 1/3/2023. Please contact COMPETITOR ************ or the EMPLOYER Benefits Team for assistance regarding your account balance. Additionally, the participant website should temporarily reopen after 1/15/2023 for you to download your plan statements. The website will permanently close one month after it's reopened. Thank you.

    Regards,
    TRI-AD 401k Administrator
    PH: ************ Mon - Fri 5 am to 6 pm PST
    Fax:************

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