Complaints

This profile includes complaints for Flores & Associates's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Flores & Associates

  2013 W Morehead St Ste B Charlotte, NC 28208-5139

• 

  Flores & Associates

  PO Box 31397 Charlotte, NC 28231-1397

• 

  Flores & Associates

  227 W Trade St Ste 2000 Charlotte, NC 28202-1699

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:01/28/2025

  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 position was eliminated in July 2024 and I received COBRA benefits with Flores thereafter. I was under the understanding that I had a 30-day ***** period for payments. I paid my December payment on Jan 7th, 2025, and shortly thereafter I received a termination notice for my vision and dental coverage. No warning, no alert, nothing! And certainly no understanding. I waited on hold for an hour and sent an email to their general email address for contacting them and received no response. I finally reached out to a name that contacted me before and she did respond but basically with the document to appeal and told me that they don't approve appeal requests. I would think dealing with health related insurance matters would warrant some type of empathy or understanding. It wasn't like I was significantly late and had I received a notice, I would have paid the small $39 payment immediately! I also sent another payment on January 23rd for my January payment since I didn't realize it had been terminated. I haven't received either payment back yet, so I am not sure why they are holding my money if they won't reinstate me.

  Business Response

  Date: 01/31/2025

  
  Dear ****** *., 

  We sincerely apologize for any confusion or frustration you experienced regarding your COBRA coverage. We understand how important health-related benefits are, and we strive to assist our participants as best as possible.

  As you reside in a Hurricane Disaster Relief area, we have accepted the late payments you submitted. Your coverage has been reinstated, and you are now in active status, paid through January 31, 2025.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out to us at ************ or you can visit our website at ***************************** for more information on your account.. We appreciate your patience and the opportunity to resolve this matter.

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.  I appreciate their timely response and resolution. 
  
  Thank you. 
  

• Initial Complaint

  Date:01/27/2025

  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.

  I was laid off in October 2024. My company let me continue my healthcare coverage through COBRA via Flores 247. I paid on time and in full for my November coverage, yet when I called my provider *****, they said they had not received anything from Flores and that I did not have coverage for November. Even my Flores online account shows that I paid in full, over $800. In December, my old company switched insurance carriers. I submitted the forms I was sent immediately to continue my coverage, this time through *****************. When I called to ask about my November issues, I was told that I was not charged properly for December and was scolded for paying the incorrect amount (I was on auto-pay so I wouldn't miss a payment, and how would I know it wasn't the right amount...). I was also told that I hadn't submitted the proper paperwork when I have date-stamped pictures of submitting everything. I still got my UH ID card in the mail and they have been processing my December claims with no problem. It still shows in my Flores account that I did not pay the correct amount, so I have no idea how that is even happening.Because of all of this, I chose to cancel my COBRA coverage for January 2025 and my last date of coverage through them and UH was supposed to be 12/31. I confirmed this with customer service *** and it still has not been cancelled.I have called at least 5 times and explained my situation, and have been promised multiple calls back and have received absolutely nothing. This morning I was on hold for 20 minutes and then just hung up on. I also sent an email with all of my information. I am now stuck with late fees for payments because I cannot get anyone to actually help me. This is quite genuinely the worst customer service I have ever experienced (not from an individual but in totality.)I need my November and December coverage re-instated so I can re-submit claims from those months, and then I need my Flores account closed.

  Business Response

  Date: 01/31/2025

  Dear *********,

  We sincerely apologize for the inconvenience and frustration you have experienced with your COBRA coverage through Flores. We understand how important uninterrupted healthcare coverage is, and we appreciate your patience as we work to resolve these issues.
  After reviewing your case, we have confirmed with Cigna that your coverage for November has been reinstated. This means you should now be able to resubmit any claims from that period for processing.

  Regarding your December coverage, we acknowledge that there was an administrative oversight in processing your open enrollment election form when your previous employer transitioned to *****************. As a result, you were not billed correctly for December. To correct this, we will allow you additional time to make the December payment so your coverage remains intact.

  
  We also understand that you requested to cancel your COBRA coverage effective December 31, 2024. We are working to ensure that your account is properly closed per your request. If there are any outstanding issues related to your cancellation or billing, please reach out to us directly, and we will prioritize resolving them.

  
  Again, we sincerely regret the challenges you faced and appreciate the opportunity to make things right. Please dont hesitate to contact our customer service team for further assistance.

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  I truly appreciate the help of *******, as she assisted me with these issues and all issues have been fixed promptly and correctly.
  
  Thank you again.
  

• Initial Complaint

  Date:01/24/2025

  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.

  This is the WORST company I have ever dealt with. It has been a HUGE headache dealing with this company for the last year. For year 2024 my employer contracted with ************ which Flores took over mid year. It has been an ABSOLUTE NIGHTMARE to get reimbursed on medical bills. My employer pays the first $5,000 of the deductible. Flores is supposedly the one to appropriate those funds to the employees. I have been to collections over them not reimbursing timely.I was assured by Flores MULTIPLE times that even though my employer was not going to use them for year 2025 that any and all medical bills not yet paid for year 2024 with the debit card by 12/31/24 would still be reimbursed by the debit card WITHOUT ISSUE! That was false. I have 3 bills that need to be reimbursed. 1 of those bills I have paid out of my own pocket and need immediate reimbursement ($130.04) and the last 2 bills are still processing insurance. So if it takes me filing BBB complaints to get the bills Reimbursed then thats what Ill do. For starters, I need to be reimbursed $130.04. I have spent HOURS on hold with Flores and no one answers. I have uploaded documents for reimbursement and no record of that shows in my account. I still have $1,553 available funds from my employer for medical bill reimbursement for 2024. I just want to get reimbursed on the remaining bills I have so I can be done with you people!

  Business Response

  Date: 01/30/2025

  ******, 

  We understand your frustration and sincerely apologize for any difficulties you have experienced during this transition. Our goal is always to ensure a smooth reimbursement process for all participants.
  To clarify, your Flores Debit Card was active and available for use through December 31, 2024. After that date, reimbursements can no longer be processed via the debit card, but we continue to receive file feeds from your insurance carrier for eligible 2024 expenses.

  
  If the $130.04 expense in question is from 2024, you may submit the corresponding Explanation of Benefits (EOB) through the ***************************** portal for processing. Any deductible or co-insurance expenses with dates of service in 2025 will need to be submitted to your new plan administrator for reimbursement.
  

  We understand the inconvenience this may have caused and appreciate your patience as we work to resolve your concerns. If you need further assistance, please reach out to our support team, and we will be happy to help.

  Customer Answer

  Date: 01/30/2025

   
  I am rejecting this response because:
  
  I DID UPLOAD it In My flores account for reimbursement multiple times. I see no trace of it there. It says the upload is successful but then its gone. 

  Business Response

  Date: 01/31/2025

  Dear ****** *.,
  

  Thank you for bringing this matter to our attention. We understand your frustration regarding the difficulties you experienced with document uploads in the Flores system.
  

  Upon reviewing the system, we were unable to locate your uploaded document. However, using the document provided in this complaint, we manually uploaded it on 01/30/2025. As of today, 01/31/2025, a claims adjudicator has processed your claim, and it has been approved. The direct deposit is scheduled to be sent from our bank on 02/03/2025.
  

  We sincerely apologize for any inconvenience this may have caused and appreciate your patience. If you experience any further issues, please do not hesitate to reach out at ************.
  

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:01/22/2025

  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.

  I use a dependent care *** through my employer. Every month they have taken $200 something dollars out of my paycheck and put it in the hands of Flores. I sent my child (who is 3.5) to a Montessori preschool and they will not approve the claim. All grades under Kindergarten qualified for dependent care FSA. They claim to simply not like the documentation I have provided them, but it feels predatory. The money is use it or lose it, so they are incentivized to deny your claim (and they make the process unduly difficult). Imagine the single mothers in the world who struggle to extract their hard earned money from companies like ************************* I write this complaint, I sit on hold attempting to simply speak to a human that can help me before the deadline, at which point they will simply confiscate my money. Please help me out. I just want to be reimbursed the money I was promised. My child going to a preschool during the day so I can work is a qualifying expense.

  Business Response

  Date: 01/23/2025

  Thank you for reaching out and sharing your concerns about your ************** FSA claim. We sincerely apologize for any frustration youve experienced and appreciate the opportunity to clarify and address this matter.
  We want to assure you that our goal is to make the claims process as smooth and transparent as possible while ensuring compliance with *** regulations. Based on the information provided in your complaint, here are a few points to address your concerns:
  Eligibility of Expenses: Per *** regulations, tuition expenses for a child under the age of 5 may qualify as a reimbursable dependent care expense. Documentation provided must clearly specify the childs age, as well as the following information:
            Date range of service provided.
            Amount charged.
            Provider details (including TIN).
            Dependent's name and age.
            A description of the service provided (e.g., childcare or preschool).
  

  Documentation Issues: In your case, the documentation initially provided noted "Montessori tuition," but it was missing sufficient detail to confirm compliance with *** requirements. This caused the claim to be flagged for additional review. We understand this process can feel cumbersome, and we are actively working to help streamline claim reviews while still meeting regulatory requirements.
  

  Claim Status Update: We are pleased to inform you that the claim you submitted on 01/11/2025 has been approved and is scheduled for reimbursement on 01/24/2025.
  Moving Forward: To avoid potential delays with future claims, please ensure all documentation includes the required information noted above. Including your childs age explicitly on the documentation can help expedite the approval process.
  

  Thank you for giving us the opportunity to address this matter, and we appreciate your understanding as we work to resolve your concerns.

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:01/18/2025

  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.

  On November 19, 2024, I submitted a reimbursement to my Flores FSA, and I received an initial review email on November 23, 2024 with the claim "pending approved." To this day, I have not received the funds, nor a rejection of the claim, despite several calls and emails, all of which have gone unanswered. Since the claim was for an amount that I would only have in the account by December 31, 2024, I assumed that I would be reimbursed on that date. However, the funds have now rolled into my 2025 account, and the 2024 account payment still shows that amount as "pending approval."

  Business Response

  Date: 01/23/2025

  Dear ******,
  

  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and any inconvenience caused by the delay and lack of clarity surrounding your claim submission.
  

  After reviewing your account and Document #******** submitted on November 19, 2024, we found that the claim cannot be approved because the account is a Limited Purpose FSAs and is restricted to eligible dental and vision expenses only. Unfortunately, medical, prescription, or OTC products are not reimbursable under this plan type.
  

  The funds from your 2024 Limited Purpose FSA have been successfully rolled over to your 2025 account, and they remain available for eligible expenses. You can access these funds through your payment card or by submitting manual claims for qualifying dental or vision expenses.
  

  You have an *** account you may consider submitting your claim there, provided there are available funds and the expense qualifies for reimbursement under HSA guidelines.
  

  We regret the frustration caused by the lack of timely responses to your inquiries. We are actively reviewing our customer service processes to ensure that we provide clearer communication and quicker resolutions in the future.
  If you have any further questions or need assistance with your account, please dont hesitate to reach out to us directly at ***************** Contact Information]. We value your feedback and are committed to improving your experience.
  

  Thank you for your understanding.

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:01/08/2025

  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 was told by the merchant that if I paid the premiums for the *** I would have access to the *** election. On January 8, 2025, I was told that I ould not have access to the funds and would not be refunded the money paid to date, which is over ******. The merchant's business practices are reprehensible and intentional in deceiving the customer.

  Business Response

  Date: 01/09/2025

  Thank you for bringing your concerns to our attention. We value transparency and compliance with all applicable regulations and would like to clarify the situation regarding your Flexible Spending Account (FSA).
  

  After reviewing your account, we confirm that two payments were received for your FSA while you were on COBRA:

       *  A payment of $140.66, which covered the period from October 14, 2024, to October 31, 2024.
       *  A payment of $280.71, which covered the period from November 1, 2024, to November 30, 2024.
  

  Both payments were postmarked on December 30, 2024. As outlined in your *** plan terms and per *** regulations (Publication 502), the funds in your account remain available for eligible expenses incurred during the coverage period. You can submit manual claims for reimbursement for eligible expenses from these funds. Our debit card cannot be used to access these funds.
  

  Please note, *** regulations strictly prohibit refunds of *** contributions. This is not a policy we set but a federal guideline that all *** plans must follow. We regret any misunderstanding and want to assure you that your funds are still accessible for valid claims within the applicable period.
  

  We apologize if there was any miscommunication and are happy to assist you in filing claims or addressing further questions about your account. Please contact our customer service team at ************, and we will be glad to provide detailed guidance.

  Customer Answer

  Date: 01/09/2025

   
  I am rejecting this response because:

  I was told I would have access to the funds and that a debit card would be sent to me so that I may use them. To say that is not available now is deceptive and the card should either be supplied or a credit should be refunded.

  
  

  Business Response

  Date: 01/10/2025

  Thank you for your response regarding your concerns. I would like to provide clarification on the current status of your account and the steps required to restore access to your payment card.

  Access to the funds and activation of the payment card is contingent upon the account being current with premium payments. The last payment received was on 12/30/2024, which means your account is not current. To restore the payment card and ensure uninterrupted access, the December and January payments must be made. Please note that without these payments, the card will remain deactivated, and this process will continue if future premiums are not received by their due dates.

  The funds in your account are still available to you, and you may access them by filing manual claims. Claims must include supporting documentation such as itemized receipts from the provider, detailing the description of service, amount of the expense, patient name, provider name and address, and the date of service. Currently, claims can only be submitted for dates of service between 10/16/2024 and 11/30/2024, as these correspond to the active (paid) coverage period. If additional premium payments are made before upcoming deadlines, these dates of service will be extended.
  

  We understand your frustration and are here to assist you in resolving this matter promptly. Please contact us if you have any questions or need further assistance in making your payments or submitting claims.

  
  

• Initial Complaint

  Date:01/07/2025

  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.

  Have been attempting to resolve a reimbursement on my FSA account through **********************. Originally submitted the request online and did not hear back regarding the request. Had to call in to get a response, which they quickly mentioned would be rejected due to not having a simple calculation included in the request. (Foreign transaction, original request showed matching payments and amounts). Submitted all information as instructed to Flores who has yet to respond to either request or follow-up. This has gone on over weeks through year-end so if they are to ultimately deny the request, we would have no time to use the funds before they go away. To add to this you cannot view on the website or app whether you have any pending claims/reimbursements. Theres no way to track where they stand. Of the roughly dozen reimbursements we have submitted over the last month, have not received any feedback, approval, or denial from Flores.

  Business Response

  Date: 01/10/2025

  Thank you for reaching out and bringing your concerns to our attention. We value your feedback and would like to address the issues you have raised regarding your reimbursement requests and account access.

  Upon reviewing your account, a reimbursement request was submitted on 11/07/2024 for services provided by a medical spa. Per *** regulations, as outlined in *** Publication 969, expenses for services at a medical spa are not automatically FSA-eligible. For the services received to qualify, a Letter of Medical Necessity (LMN) from your healthcare provider is required. This document should explain the medical need for the services and how they relate to a diagnosed medical condition.
  

  We apologize if this was not communicated clearly at the time of your initial submission. To proceed, we encourage you to submit an *** for this claim if applicable. Without this document, we are unable to approve the reimbursement under the guidelines we are required to follow.
  

  Regarding your concerns about the timeliness of our responses and account visibility, we understand your frustration and sincerely apologize for any inconvenience caused. While we strive to respond promptly to all claims and inquiries, we are actively working to improve our response times and the tools available for tracking claims through our website and app. Your feedback will help us prioritize these enhancements.
  

  Please feel free to contact our team at ************ if you need assistance with submitting the required documentation, tracking your claims, or any other matter related to your account. We are here to help and ensure you can utilize your FSA funds effectively.

• Initial Complaint

  Date:12/31/2024

  Type:Product 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 just received an email again today 12/31 from my *** provider informing me that my re-imbursement claim for a humidifier has been rejected for the amount of ******, I am including this email and some other files as well.I had called in after the first rejection and the lady I spoke with said I need a prescription. The ** sent me a prescription in which I submitted again and they denied it again. This time they pointed me to a website with requirements showing that a "letter of medical necessity" was needed. The ** sent me that as well and I resubmitted (12/26) and it was denied again in which I received that email today 12/31.I am a 90% disabled Veteran with athesma and sinusitis and told them this in an email I sent to their customer service, they never responded. They also never answer their phones at ************ customer service number, absolutely terrible service!! They have had a phone message saying they are having technical difficulties now for weeks but are not even answering ********* I am reaching out here for help and will likely bring in my company HR as well to engage them as They should not be holding on to my money. If anything else is needed please let me know.

  Business Response

  Date: 01/03/2025

  We appreciate you bringing this matter to our attention and sincerely apologize for any frustration and inconvenience caused by your recent experience with our Flexible Spending Account (FSA) claims process.
  Regarding your reimbursement claim for the humidifier:

  Per IRS Publication 969, Flexible Spending Account funds can be used for items typically not approved (like a humidifier) only when accompanied by a Letter of Medical Necessity (LMN). This letter must include a detailed medical reason specifying why the item is required for your condition. A standard prescription alone is insufficient unless it explicitly provides this medical justification.

  We acknowledge receipt of your submitted documents and understand the timeline of events. After reviewing your account, we found that your initial submission included a prescription, but it did not meet the *** requirements as it lacked the necessary medical explanation. We apologize for the delay in resolution and our lack of timely communication during this process.

  Please upload a letter of medical necessity so we can process your reimbursement as quickly as possible.

  Thank you for your service, and we value your patience as we work toward a resolution.
  
  Should you have any questions or further concerns, please feel free to reach us at ************

• Initial Complaint

  Date:12/27/2024

  Type:Product 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 submitted a reimbursement request to Flores247 for dependent care expenses on 09/26/2024. On 10/01/2024, my request was denied with the rejection reason stated as: "Other - Requires further information. See notes below." However, no additional notes were provided.Following this, I contacted Flores **************** via email and submitted all the requested information. Unfortunately, I received no response. On 12/04/2024, I followed up via phone and was informed by a ************* representative that my request had been denied because the processor did not understand the term "au pair." This was both surprising and concerning. No justification was provided for the lack of clear communication regarding the initial denial. I was told that my request would be reprocessed and expedited.On 12/11/2024, I followed up again via phone (a 37-minute call) and was informed by another representative that Flores247 is not obligated to provide a reason for claim denials under IRS guidelines. Additionally, I was told my request could not be processed at this time due to a backlog.I am deeply dissatisfied with the lack of transparency, arbitrary denial of my claim, and the unprofessional handling of my request. Despite my efforts to provide all necessary documentation and follow up multiple times, I have yet to receive a resolution.This experience has been frustrating and unacceptable. I urge Flores247 to address their processes to ensure clarity, transparency, and professionalism when handling customer claims.Sincerely, Customer

  Business Response

  Date: 01/02/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you have experienced while attempting to resolve your reimbursement request. At Flores247, we are committed to providing clear communication and efficient service, and we regret that your experience fell short of these standards.
  

  After reviewing your claim and the associated documentation,we identified that the submission lacked one critical piece of information required under *** guidelines: the specific dates of service for the payments.For dependent care expenses to be eligible for reimbursement, the *** mandates that an itemized receipt must include:
       * The name of the care provider,
       *  A description of the service provided,
       * The specific dates of service with the plan year (01/01/2024 to 12/31/2024), and
       * The amount paid.
  The documentation provided has a date range of 09/05/2023 to 02/09/2024 for one child and 02/11/2024 to 01/02/205 for the other and with the due dates within 2024 to maintain this account to be *** complaint. Once we receive this, we will expedite the review and processing of your claim to minimize further delays.
  

  We understand the confusion caused by our initial denial message and subsequent communications. It is our goal to provide clear and actionable feedback whenever additional information is required. We will review our internal processes to ensure such omissions do not occur in the future and will take your feedback seriously as part of this improvement process.
  

  Again, we deeply regret any frustration caused and appreciate your patience and understanding as we work to resolve this matter.If you have further questions or need assistance in obtaining the required documentation, please do not hesitate to contact us.

• Initial Complaint

  Date:12/22/2024

  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.

  Flores had no issue withdrawing the funds from my paycheck however now that I am trying to file a claim for reimbursement they are unreachable. I have tried three times on their website, multiple times on their app, and have tried to reach them by phone and email to no avail. I have more funds than the claim is for and it falls within scope of eligibility as it is for Vision expenses within the last 30 days. This comes off as a method of denial to keep funds as 'unused' on their end for me not to recoup.I can see I am not the only person going through these issues and believe a class action lawsuit may be warranted.

  Business Response

  Date: 12/26/2024

  Dear *******,
  

  Thank you for bringing your concerns to our attention through the Better Business Bureau (BBB). We understand your frustration and appreciate the opportunity to clarify and address the issues you have experienced.
  

  Upon review of your account and submitted claims, we would like to provide the following information:
  

       Claim Processing:
            - You submitted three claims:

                 *  One claim was submitted on 12/18/2024 and was processed on 12/23/2024. (Please note that 12/21/2024 and 12/22/2024 fell on a weekend, which delayed processing slightly.)
                 *  The other two claims, submitted on 12/19/2024 and 12/23/2024, were identified as duplicates.
  

           -  A reimbursement of $834 for the processed claim is being sent via direct deposit. Depending on your bank's processing times, you should see these funds reflected in your account as early
              as 12/30/2024 or 12/31/2024.

       Remaining Funds:
            - You currently have a remaining balance of $126 available to use for eligible expenses incurred between 01/01/2024 and 12/31/2024.
  

            - You have until 03/31/2024 to file manual claims for these funds for dental and vision expenses as you have a Limited FSA.
  

  We assure you that our priority is to process claims efficiently and ensure reimbursement for eligible expenses. We regret any inconvenience caused and are committed to improving our communication processes.
  

  If you have any further questions or need additional assistance, please do not hesitate to contact us directly at ************. 
  

  Thank you for your understanding and patience.