Complaints

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:10/11/2023

  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.

  In March/ April of ******************************************************************************************************************************************** the same year of 2023. I was provided incorrect information and was told that I could submit claims after through 2023. Relying on this information, I did not apply for FSA through my new employer. All of my claims that I submitted have been denied. **************** providing inaccurate information should be corrected.

  Business Response

  Date: 10/17/2023

  We deeply apologize for the unsatisfactory experience you have had. Ensuring accurate information, particularly pertaining to your FSA account, is of utmost importance to us. We greatly value and appreciate your feedback.

  
  

  Rest assured, we take your concerns seriously and see this as an opportunity to enhance our training. Your input will greatly contribute to improving our customer experience and providing superior service.

• Initial Complaint

  Date:09/20/2023

  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.

  On, or about August 29th, 2023, I spoke to a representative (rep(s)) at BenefitSolver to enroll my newborn child on my insurance. The rep took the information for my child and gave me a turnaround time of two weeks for the process to complete. While the quoted timeframe seemed excessive for this type of request, I waited the full two weeks. However, my child was never enrolled on my insurance.On September 12th, 2023, I reached back out to BenefitSolver for an update on the status of my child's enrollment. The second rep I spoke with informed me that she did not see that my child was entered in their system so she apologized and took down my child's information again. She appeared to be more knowledgeable of the enrollment process and informed me that she would escalate my case. She provided an email address to send documentation of my child's birth, which I completed. She then quoted a turnaround time of 3-5 business days.On September 18th, 2023, I followed up with BenefitSolver again to check on their progress. A third rep informed me that she could not locate the documentation I provided to their email address so it is unlikely their processing team received it. After searching more thoroughly through her system, she was able to locate the documents but told me there was nothing she could do since they were still in the 3-5 business day timeframe. She also said she would escalate the case again but refused to let me speak to a supervisor.On September 20th, 2023, one day after the second quoted 3-5 business day timeframe, I spoke to two more reps for a status update. Neither rep could tell me why my child was still not enrolled on my insurance. It has now been over three weeks since the original request and both reps quoted me another 3-5 business days. When asked to speak with a supervisor, I was put on hold and they disconnected the call shortly thereafter.

  Business Response

  Date: 09/21/2023

  Congratulations on your new addition! We greatly appreciate you sharing the details with us. We apologize wholeheartedly for any less than positive experiences you may have had during this time. We have informed our team and one of our dedicated member services advocates will personally reach out to you within 24 hours to address and resolve this situation. Your understanding and patience are genuinely valued.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20630964
  
  I am rejecting this response because: No one reached out to me within 24 hours as mentioned in the response. My issue is still unresolved. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/22/2023

  We apologize for the delay in processing the enrollment for your dependent. We are pleased to inform you that the enrollment process has been successfully finalized.

  Customer Answer

  Date: 09/25/2023

   
  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:09/20/2023

  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.

  My business account has been debited by this company to the tune of almost $20,000 and we never provided them the info to do that. Nor did we contact them for help. We've never heard of them til now. Someone must have stolen our information. They provided no service or communication during the time they took it.I cannot reach anyone there. The number provided goes to COBRA.

  Business Response

  Date: 09/22/2023

  Thank you for sharing these details with us. We have thoroughly reviewed the statement and transactions in question together with you. During the conversation, our team was able to verify that the transactions were authorized and that it was simply a misunderstanding. We truly appreciate your understanding and cooperation throughout this process. 

• Initial Complaint

  Date:09/18/2023

  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.

  We have been paying $356/month for ***** retmt insurance for my husband, ****, and myself. I turn 65 on 10/1 and he turns 65 on 10/2. My ******** began 9/1 and ****'s begins 10/01. We called Business solver on 7/29 to see when the rheem retmt ins pymnts would end. We were told that the system will auto adjust pymnts accordingingly. We would be charged $356 for July for myself and **** and in August we would pay $178 for **** alone. The system is set up to recognize dates of ******** coverage. The $178 was taken out in Aug, which should have been our last pymnt to BS for rheem retmnt ins. However, $178 came out automatically on Sept 5. We called BS on 9/6 and was given a case # *********. Someone would return our call within 48 hours. We did not get a call. We called on 9/14 and was told it was still under review. Someone would call us within 48 hours. On 9/16 we received an email that our acct had been updated. We went into the website. Where a credit was showing, now a request for pymnt of $178 showed. No explanation was given. We called on 9/18 and was told the system made an error and miscalculated ending dates for me. This, after we were told the system automatically knows when to end pymnts. We were told on 7/29 that we pd a month in advance for our ins, but now we were told this is not correct. Now, we are asked to pay another month of $178 after our ******** Plan G pymnts have begun coming out and our ******** pymnt as well. We called BS in July to prepare for higher ins premiums since out retmt ins was ending. Our budget is much smaller since retmt. The mistakes this company made in information given has been costly to us, causing us to break a very close budget to pay for their mistakes. The company and its representatives have caused us great distress in trying to deal with this issue. We pay our bills, but we must be able to depend on a company's knowledge and understanding of its system in order to receive adequate information to pay such bills.

  Business Response

  Date: 09/19/2023

  *****, thank you for sharing these details with us. We sincerely apologize for any financial impact and distress caused by this situation. At Businessolver, we are fully committed to promptly resolving the issue and ensuring a ****************. Within the next 24 hours, one of our member services advocates will reach out to you personally to address your concerns. We sincerely appreciate your understanding and patience.

  Customer Answer

  Date: 09/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will await their promised call within the next ***** hours. I will notify BBB if the company fails to call as promised. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/07/2023

  Type:Sales and Advertising 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.

  My employer switched their commuter benefits provider to business solvers MyChoice in 2023. Since then, it has been impossible to receive reimbursements for my commuter spends. I am owed hundreds of dollars and not the only one in the company dealing with this. I have spoken to my employers benefits representatives, however they have not been able to help solve this problem due to lack of relevant resources from the service provider. Its now over 6 months with no solution. They also dont support Apple Pay or contact less payment which is a major issue in *** as all public transit utilize tap to pay systems. Our previous provider WEX supported this and we had no issues. I am seeking for a manager or director level to remedy this issue immediately.

  Business Response

  Date: 06/07/2023

  Thank you for reaching out with these details. We want to bring resolution as quickly as possible. Given there is a set process that needs completed as required by your employer, we will be having a member services advocate reaching out within 24 hours to provide resolution and ensure that we get this resolved quickly for you. 

• Initial Complaint

  Date:04/26/2023

  Type:Order 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 February 3, 2023, Business Solver transmitted to me a COBRA Continuation Coverage notice which states that medical, dental and vision are covered by my previous employer through 6/30/2023. Per their request, I transmitted to them a copy of the legal severance agreement which states my previous employer is responsible for covering health insurance. When I went to elect vision, their system showed I was responsible for payment. I contacted Business Solver and the representative said it was an error on their end and reiterated I am not responsible for vision coverage as stated in the notice that Business Solver sent me. The representative stated they need **** business days to fix this. I waited the full 10 business days and the issue was unresolved. I sent a message and left multiple voicemails asking for a return call which I never received. On March 28th, they mailed me a COBRA termination letter stating my benefits by my previous employer have been partially terminated. The letter states "any benefits that are being 100% subsidized by your employer have remained active. Once your subsidy ends, you are responsible for the premium amount in full.*"Business Solver illegally terminated my vision coverage despite transmitting me an election notice stating it is covered by my previous employer as well as disregarding a legal severance agreement.

  Business Response

  Date: 04/27/2023

  We are limited in our ability to respond to due HIPAA privacy requirements and the need to respect the participants data privacy.  We have confirmed that the information reflected in our system is correct, and have contacted the participant to confirm this to them.  We are reaching out the participant involved to confirm their preferred next steps, based on this confirmed cost information
  

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19981747
  
  I am rejecting this response because:

  1. The ***** election notice transmitted to me by Business Solver on 2/3/23 ****** the former employer is 100% responsible for vision coverage. 

  2. The legal severance agreement signed by me and the ***** of ********* was transmitted to Business Solver states health insurance coverage is to continue under the employer's plan. **************** encompasses medical, dental, vision. As discussed multiple times with Business Solver, the superintendent does not have any authority to override a legal severance agreement signed by me and the ***** of *********.

  3. A representative from Business ****** confirmed vision is covered which is noted in your Case Numbers ******** and 400420593. 

  4. In fact, Business ****** had to open investigations when the superintendent refused to terminate coverage in the system and continued to illegally withholding ***** election paperwork from me. My last day of employment was 12/19/22 and Business ****** did not send me ***** election paperwork until 2/3/23. 

  5. Due to items 1-4, it is legally required that vision coverage is reinstated and provided at no cost to me. 

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

  Business Response

  Date: 06/02/2023

  *******, our records show that our team tried to contact you via phone and email on 4/27 & 5/12 to resolve this issue. We did confirm with your former employer that vision is never included in any of their subsidies. If you would like to continue the vision, we can reinstate it but you would be responsible for 100% of the premium.  If you would like to do so, please let us know and we can start that process for you! 

  Business Response

  Date: 06/02/2023

  *******, our records show that our team tried to contact you via phone and email on 4/27 & 5/12 to resolve this issue. We did confirm with your former employer that vision is never included in any of their subsidies. If you would like to continue the vision, we can reinstate it but you would be responsible for 100% of the premium.  If you would like to do so, please let us know and we can start that process for you! 
  

  
  

• Initial Complaint

  Date:03/15/2023

  Type:Order 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.

  BenefitSolver handles my 2022 FSA for my employer which elected the 2.5 month grace ****** for my account. I submitted multiple claims for costs incurred within 2022 and also the 2.5 month grace ****** that ends today 15 March 2023. Most of those claims have been denied. I contacted BenefitSolver today to inquire and was advised that most of these claims were denied because the costs were incured between 1 January 2023 and Today. They advised that the 2.5 month grace ****** is exclusively for submitting documentation for costs incured within calendar year 2022.In response, I cited and quoted IRS Publication 969:"The plan can provide for a grace ****** of up to 2 1/2 months after the end of the plan year. If there is a grace******, any qualified medical expenses incurred in that ****** can be paid from any amounts left in the account at the end of the previous year. Your employer isn't permitted to refund any part of the **************." (Publication 969 Cat. No. 24216S ************** Accounts and Other Tax-Favored Health Plans-2022)BenefitSolver responded that they are "sorry I feel this way," meaning they will not follow IRS guidelines in managing FSA's. I cannot even begin to articulate the level of conflict of interest this presents, but I'll try: BenefitSolver tightens the conditions for FSA payouts to the detriment of employees; employers keep the excess but are limited to use those funds for FSA administration, i.e. BenefitSolver contracts, easing the burden on employers who are more open to a padded contract bill by BenefitSolver under the guise of new administrative techniques. There is only one loser under the scneario unless BenefitSolver is held to account.

  Business Response

  Date: 06/08/2023

  We shared with ***** that the rules from "The plan can provide for a grace ****** of up to 2 1/2 months after the end of the plan year. If there is a grace ******, any qualified medical expenses incurred in that ****** can be paid from any amounts left in the account at the end of the previous year. Your employer isn't permitted to refund any part of the **************." (Publication 969 Cat. No. 24216S ************** Accounts and Other Tax-Favored Health Plans-2022)"  The 2.5 month extension exists so that individuals had more time to submit claims from the 2022 plan year (Jan 1, 2022 - Dec 31, 2022). The claims that ***** was trying to request reimbursement for were dated after Jan 1, 2023 which are not eligible for reimbursement under the extension guidelines. He would have to use his 2023 funds for these claims, and that is why his claims were denied. We executed the rules as defined by the *** guidelines.

• Initial Complaint

  Date:01/30/2023

  Type:Order 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 used my My Choice Debit card to pay for dr ***** that occurred in 2022, they were paid for in 2023. These are using 2023 FSA dollars instead of 2022 dollars. The agent I chatted with that they cannot update transactions to use 2022 dollars. The agent said I was supposed to know to use a manual claim form, instead of the debit card. I sent the agent the message on the website that does NOT indicate that I needed to submit them manually. (WEBSITE MESSAGE: Warning 2022 Remaining Balance!You have a remaining balance of $1,744.57 for your 2022 plan year. You have until February 28, 2023 to submit any reimbursements or provider payment requests incurred by December 31, 2022.You may be eligible to carryover $550.00 to your new plan year on or around March 11, 2023. Any remaining balance not claimed by February 28, 2023 may be forfeited.) I asked the agent to send me the information where it indicates I needed to submit manually, they could not. The opened a case, and said they are asking my employer for documentation. I NEED ****** to use 2022 FSA dollars and not 2023 dollars.

  Business Response

  Date: 02/10/2023

  We apologize for your negative experience and would like the chance to make it right. Please contact us at ************** so we may look into this for you. Our hours of operation are Monday-Friday 7am-7pm CST, thank you.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18951203
  
  I am rejecting this response because:  Th issue is not resolved yet.  Progress has been made, but the funds have not been transferred yet. 

  1.  I did call the number in this complaint last Friday.  The number is answered as the ***** center, which is not what this issue is about.  I explained my issue to the agent, who was very nice.  She said that she would be able to help and I would receive a message in the message center of ******* Solver within 3-5 days with my case number and next steps. 

  2.  Today - 5 business days since I called, I did get a message in the ******* Solver message center, saying "We cannot move the funds without documentation showing that the expenses were for 2022.  If you do not want to submit documentation, you could have the provider refund the expense to the card.  When using the card, it can only be used for expense incurred in the current plan year. If you should need further assistance, please reach out to the Medtronic *******s Center at ************, Monday Friday between 7:00 AM 7:00 PM ***************** Time)."

  3.  Notice that message doesn't indicate how I should submit documentation

  4.  I called the number and talked to a Medtronic benefits agent, who said I need email *************************** with the subject Medtronic ***************************, and include the Claim ID, $, and date of service for each item. 

  5.  I am putting together that email now, however please note that the documentation that the $ and date of service IS ALREADY ON EACH CLAIM.  I don't know why I have to waste my time resubmitting the same documentation over and over. 

  I do not want to close this inquiry until the 6 claims are paid for by FSA 2022 dollars. 

  For reference, here is the claims and amounts:

  My *******Solver Case: 257790723

  $442.05 -> ADJ0018202664 -> Date of Service:  12/9/2022
  $70.12 -> ADJ0018100236 -> Date of Service:  12/9/2022
  $158.23 -> ADJ0018145497 -> Dates of Service:  11/14/22, 10/5/22, 11/9/22, 12/13/22
  $41.62 -> ADJ0018202663 -> Date of Service:  9/22/22
  $34.39 ->  ADJ0018202662 -> Date of Service:  12/6/22
  $105.61 -> ADJ0018492615 -> Date of Service:  11/17/22
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/08/2023

  We appreciate ******** sharing this feedback. Over the course of the first few months of the year, we were able to bring resolution to ensure that ******** was aware of how this specific plan worked. After the first of the year the card switches to the 2023 plan year rather than 2022, even though there is a grace ****** for claims submitted. So rather than using the card to pay for those claims from 2022, we needed to manually address those, of which has been completely closed out and remedied on 4/6.

• Initial Complaint

  Date:01/19/2023

  Type:Product 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.

  My choice has been deducting bi-weekly payments from my paycheck to cover a flexible spending account that apparently I can never use and I have no access to my funds. The card that they sent me remains blocked cannot be used at any location even flexible spending account approved items their phone number on the back of the card does not work it does not ring just picks up and hangs up the support by **** has agents telling us that they have no administrative access to the account so they cannot help us and they keep providing the phone number that does not help or that does not work. So I am asking where is my money going and now that I'm not able to cancel that card because it's part of my work insurance I am stuck getting this money deducted from my paycheck that I cannot use

  Business Response

  Date: 07/24/2023

  Thank you for your concerns, *****. We've reviewed our records and resolved the issue with ***'s support. If you have more questions, feel free to reach out. We're here to assist you.

• Initial Complaint

  Date:10/17/2022

  Type:Product 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.

  This company services my HSA through work. The card hardly ever works for medical expenses, not even at my pharmacy. At the advice of their customer service I paid out of pocket as it would only take 2 to 3 days to verify and I can do an instant transfer... followed their directions trying to resolved, confirmed with the bank that holds my funds and they know it is an issue on business solvers side. Account verifies then doesn't. I been trying to reach someone to help resolve but it is the same canned response to rinse and repeat the same process. Now they want me to remove the bank account, wait 24 hours, add it back, wait 72 hours dor deposits, once received wait another 24 hours before verifying... I just want access to the money I was told I would be able to access in 2 to 3 days. Now they will not even help me, telling me the issue is on my end and I am the problem. They do not have nor will escalate any issues, the can't transfer to department to support, and managers or supervisers will not take any calls. This whole thing has been a nightmare. I urge any company thinking about using this as a solution to stay away as all it will do is cause your employees tremendous pain and suffering, especially if they take their advice. After attempting this process multiple times I suspect all the money I have been contributing will never be accessed. They should not be in business with out a structure, escalation plan, and actual customer service. Business Solver solves nothing... save the money companies and go direct to the bank who actually holds the hsa funds. You can see in the video my account verifies then immediately unverifies... after a week trying to resolve I am sick of hearing this is my fault, this is my issue.

  Business Response

  Date: 06/27/2023

  Hi *****, We believe that your experience has been resolved. We know that benefits can be complex and requires input from multiple parties. In this case, we are operating under the requirements of multiple agreements. If there are additional questions on this process, please contact us at ************ so we can further explain the reasoning behind these requirements.