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

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

• 

  Flores & Associates

  PO Box 31397 Charlotte, NC 28231-1397

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:12/07/2024

  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.

  I was laid off in Nov 2024. My company uses Flores to administer COBRA, and we signed up and paid for coverage to start Dec 1st. Unfortunately, our insurance started denying everything. Flores hadn't done its part. We tried to log into the web site, but it states that there a problem with the system due to routine maintenance. We then called Flores and they told us the entire COBRA system was down and they couldn't do anything at all (basically, call back later). That was 7 days ago. Their system is still down and we've been without working insurance for a week!!! They are messing with peoples' lives and this must be illegal. I don't care if your system is down, do your job on paper if you must! What kind of "routine maintenance" takes the system down for over a week (and counting)?!?

  Business Response

  Date: 12/09/2024

  Dear ******, 

  Thank you for reaching out to Flores & Associates!

  I sincerely apologize for the inconvenience you have experienced. Unfortunately, our client and participant-facing systems were temporarily unavailable due to an unexpected issue that occurred during scheduled maintenance. Please rest assured this was not related to any cybersecurity incident, but rather a technical issue that was addressed by our team.
  

  Our systems are back online, and we have extended the deadline for November COBRA payments to 12/16/2024.

  I understand how frustrating this situation was, and I wanted to apologize again for the delay in being able to view your account on *****************************.

  Thank you for your patience and understanding. 

• Initial Complaint

  Date:12/07/2024

  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.

  The Flores247 website has been down since at least 11/30/24 and they will not say when it should be working again. Meanwhile, HSA contributions are withheld from my paycheck and not being deposited by Flores, Flores is not processing HRA payments, I cannot access my HSA account by pc or phone app. My money is "gone", and I have no recourse.Before this, Flores purchased my previous ***/HRA provider, **************. Flores sent an email stating my balance with Group Dynamics would be transferred to Flores, and this did not happen. Then I was told it would not be done unless I filed a transfer request. I filed the request right before Thanksgiving and the money is in limbo because Flores' system is now down. No state or federal agency has been able to help me with either issue. I will never use an *** again unless I set it up, my own personal account, with a bank/organization that I trust. I selected no to Does your complaint seek a criminal penalty? But there should be consequences for the way Flores treats participants. At the very least, I want someone at the local, federal or state level to investigate what is going on with the Flores247 website and report to participants. And I want to warn people not to do business with Flores & Associates!

  Business Response

  Date: 12/08/2024

  Dear *******,

  I sincerely apologize for the inconvenience you have experienced. Unfortunately, our client and participant-facing systems are temporarily unavailable due to an unexpected issue that occurred during scheduled maintenance. Please rest assured that this is not related to any cybersecurity incident, but rather a routine technical issue that is currently being addressed by our team.

  We are working diligently to restore full functionality as quickly as possible. Once the systems are back online, we will prioritize processing any delayed contributions, claims, and payments. Our team is committed to resolving this matter and ensuring all information is processed without further delay.

  You can continue to access the $711.07 that is currently in your Health Saving Account by using your debit card while the system is being restored.  We are currently working to post any payroll contribution(s).  

  I understand how frustrating this situation can be, and I apologize for the delay in being able to view your account on Flores247.com.Thank you for your patience and understanding as we work to resolve this issue.
  
  Sincerely,
  ***** *********
  ******************** Program Manager

  Customer Answer

  Date: 12/10/2024

   
  I am rejecting this response because:  The desired settlement had two parts.  (1) Transfer funds from Group Dynamics to flores.  The $900+ I had in Group Dynamics has not been deposited into the Flores account that contains $711.07 of contributions made after Flores purchased Group Dynamics.  (2) Fix the Flores247 website or be more transparent about what is happening.   Your reply is dated 12/8/24.  The Flores247 website was not fixed then, nor did you explain why it was down.  Neither part of my desired settlement was met; therefore, I reject the response.

  The Flores247 site was working today 12/10/24.  The $900+ balance transferred from Group Dynamics to Flores is still in limbo.  HSAs are sold to employees as if they are a bank account in the sense that an employee owns their HSA.  Flores has proven to me how wrong that is.  A person like me can be locked out of their account without any explanation, nor any recourse other than filing a complaint like this.  I look forward to closing my account with **********************. 

  
  

  Business Response

  Date: 12/13/2024

  Dear *******,

  We sincerely apologize for any inconvenience caused by the temporary unavailability of our client and participant-facing systems. This downtime occurred due to an unforeseen technical issue during scheduled maintenance. Please be assured that this was not related to any cybersecurity incident. All systems are now fully operational.
  
  Regarding your concern, you mentioned, "**** are sold to employees as if they are a bank account in the sense that an employee owns their HSA." To clarify, **** are indeed bank accounts opened on behalf of participants, with the plan administrator serving as the custodian.  
  
  Group Dynamics HSA balances are schedule to be transferred to your Flores HSA is scheduled for January 2025. Below is the detailed timeline:
  

  Tuesday, January 7, 2025
       Final day to liquidate your ***************************** account and disable the investment auto-transfer feature.  Final day to request a transfer to a different custodian before the transition to Flores WealthCare HSA.
  

  Friday, January 10, 2025
  Final day to access your Group Dynamics HSA funds through the Group Dynamics portal, mobile app, and debit card before the transition period.
  

  Saturday, January 11 Tuesday, January 28, 2025
  Transition period for Group Dynamics HSA cash balances. During this time, Group Dynamics *** funds will be temporarily unavailable. You will not be able to request distributions, make contributions, use your Group Dynamics debit card, or buy or sell investments. You can, however, access any contributions posted to your Flores WealthCare HSA and other applicable Flores benefit accounts using your ********************** Benefits Card.
  

  Wednesday, January 29, 2025
  The transfer will be complete.
  
  We appreciate your patience and understanding during this transition process. If you have further questions or need assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 12/13/2024

   
  I am rejecting this response because:  I need time to see if Flores meets their deadlines.  Flores provided deadlines in September and missed them, so it seems reasonable to be skeptical and keep this complaint open until the new deadlines are met.  I appreciate the information and hope that things progress as scheduled. 
  
  

• Initial Complaint

  Date:12/05/2024

  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 247 holds my *** account. Their website has been down for around 7 days now and they will not allow me access to my money or provide any time updates. Money not spent this year is not all rolled over so denying access just before 2025 is a very convenient way for them to just assume those funds. Any institution that hold an individuals money should have no right to deny access for this long without so much as even providing an update. Cant help but wonder if this is a cyber hack cover up as well.

  Business Response

  Date: 12/06/2024

  Dear ******,
  
  I sincerely apologize for the inconvenience you have experienced. Unfortunately, our client and participant-facing systems are temporarily unavailable due to an unexpected issue that occurred during scheduled maintenance. Please rest assured that this is not related to any cybersecurity incident, but rather a routine technical issue that is currently being addressed by our team.
  
  We are working diligently to restore full functionality as quickly as possible. Once the systems are back online, we will prioritize processing any delayed contributions, claims, and payments. Our team is committed to resolving this matter and ensuring all information is processed without further delay.
  
  As a ************** Account (HSA) holder, you will be pleased to know that there is no deadline to use your funds, and they will remain with you even if you leave your employer. You can continue to access your $375.27 using your debit card while the system is being restored.
  
  I understand how frustrating this situation can be, and I apologize for the delay in being able to view your account on *****************************. Thank you for your patience and understanding as we work to resolve this issue.
  
  Sincerely,
  ***** *********
  ******************** Program Manager

• Initial Complaint

  Date:09/27/2024

  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.

  My name is Juannan Yin. When FLORES requires documents from us for alleged *** compliance, they send it to my working email with **********************. My wife advised FLORES that I no longer worked with ********************** and I no longer have any access to that email address. Despite that, we could not activate the account without the authentication code sending to that email address. My wife has tried calling FLORES multiple times, but no one could help with changing the registered email. My wife emailed FLORES the documents they seek but FLORES unreasonably refused to process them citing baseless HIPAA issue. We also tried to upload the documents via the online portal but could not do so. We also mailed a copy of the required document to FLORES' PO Box address on 9//18/24 and received no response.FLORES then, without any explanation, outrageously froze my card as if we were fraudulent and did not cooperative with them. Now our FLORES benefit card is unusable and we have to pay all medial expense out of our own pocket.

  Business Response

  Date: 10/03/2024

  Juannan,  

  I regret to hear about your experience with FLORES &Associates regarding your Flexible Spending Account (***). To maintain compliance with ***** regulations, we can only discuss account details with the primary account holder or individuals for whom we have received a Release of Information.
  

  I attempted to reach you at ************ on October 2, 2024,at 4:49 PM ET and left a message. We would be happy to assist the primary account holder in navigating the login process.
  It is important to note that we adhere to federal guidelines for Consumer Driven Healthcare products, including your ***. Relevant guidelines can be found in Publication 969 (2023), specifically in the *** section regarding distributions. According to these guidelines, a written statement from an independent third party confirming that the medical expense has been incurred, along with a statement affirming that the expense has not been reimbursed through any other health plan, is required.
  

  Your *** plan year was from August 1, 2023, to July *******. Since the plan year has concluded, access to funds is limited to filing manual claims, which must be submitted by September 30, 2024, for expenses incurred during the plan year.
  

  The Flores Debit Card associated with your account is currently active. We received the documentation you submitted on September *******, which was processed on October 2, 2024. This has allowed the transaction to be substantiated, and your card has been reactivated. However, please be advised that, due to the conclusion of the plan year, the card cannot authorize any transactions for the current plan year.
  

  If you require further assistance, please do not hesitate to contact us at ************.
  

  Sincerely,
  ***** *********
  ******************** Program Manager

   

• Initial Complaint

  Date:09/11/2024

  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.

  I separated from my employer on Aug 26th 2024 I registered with Flores for *************** on Aug 26th I paid my COBRA premium to Flores on Aug 28th 2024 (Over $1700 for 30 days of coverage for my spouse and I)I was denied service from my provider from Sept. 1 - Sept. 11 2024 because the Insurance provide Cigna had not yet reinstated my coverage. This resulted in having to travel to medical appointments only to be rescheduled because my Cigna coverage was inactive according to Cigna After hours on the phone and both Flores and Cigna blaming each other for the delay in updating my coverage remains inactive after 10 working days from my premium payment to Flores. On September 11th I continue to be denied service with no recourse or partial refund for a service I paid for and it has taken a toll on my mental and physical health. Neither Flores or Cigna can give me a definitive answer on why I can't get medical service when money was deducted from my bank account over 14 days ago and we are 11 days into a 30 day coverage cycle. This is a scam....Flores continues to tell me they disclose it can take UP TO ******************************************** Cigna's system and coverage is retro active....hmmm what they don't tell you is you medical provider will not see you if your insurance is not active. Also, there is no recourse...they will not refund you for the days you were denied service. In this day and age, no update should take more than 24 hours. I paid for a service that I had no access to for 11 days out of a 30 day coverage cycle.

  Business Response

  Date: 09/17/2024

  ****** **** elected and paid for COBRA on 08/28/2024.  On 09/03/2024, we sent a system automated file to ***** requesting that Cigna reinstate Teresas medical coverage on COBRA as of 09/01/2024 .  The eligibility file was resent to Cigna on 09/102024.
  Cigna processes updates on a first come first serve basis and their turnaround time can vary depending on how busy they are.  It can take 7-10 business days to the update to the insurance coverage.  An email was sent to ****** confirming that we received her payment which included the following verbiage:  
  
  A COBRA payment was posted to your account on: 08/28/2024. Please note it may take 7-10 business days to be reflected with your insurance carrier.  To see the details of how your payment was applied, please visit: *****************************************
  
  ****** contacted Flores on 09/11/2024 as her benefits with Cigna were not active yet.  She spoke to **** who then sent an email to ***** asking for an urgent update.   We did not receive a response from Cigna by Wednesday the 12th so **** called Cigna and was able to speak to representatives that confirmed that the coverage was reinstated.  **** called ****** and let her know that her benefits were now active retroactively back to 09/01/2024.   Any covered services that the participant incurred as of 09/01/2024 can now be submitted to Cigna.   
  COBRA Federal regulations allow participant a 60 day election period from the date their benefits end to elect COBRA then an additional 45 days to remit their first payment with the requirement that coverage would be reinstated retroactively back to the date coverage originally ended and any services incurred by the participant during that period would then be coverage by the carrier.

• Initial Complaint

  Date:08/02/2024

  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.

  I have an HRA through Flores through my employer. We had medical services occur at the end of 2023 (Dec. 30). The hospital had a mistake on our bill, so it had to be re-processed. This took months, and the bill was not available to be paid until April 30, 2024. I paid it on May 2 and then submitted the claim to Flores for reimbursement a couple days later. They denied the claim stating that it was past the deadline to submit (which was somewhere around the end of February 2024). We could not have paid the bill any earlier or submitted the claim earlier. Flores owes us $1200+ and I am very disappointed with how they handled our situation.

  Business Response

  Date: 08/07/2024

  My name is *************************, and I am the Director of *********** Services at Flores and Associates. I sincerely apologize for the frustration and inconvenience you have experienced regarding your medical claim reimbursement.
  I acknowledge the challenges you faced with the delayed billing from the hospital and the subsequent processing time. We understand how critical timely reimbursement is, especially for substantial amounts.
  Our records show the claim was submitted after the plan's specified deadline, leading to its initial denial. According to plan rules,claims must be submitted within a certain period after the end of the plan year, typically around the end of February. This rule ensures timely processing and financial management.
  However, we recognize that extraordinary circumstances, such as billing errors and delays beyond your control, can make adhering to these deadlines challenging.
  Re-evaluation of Your Claim:
  We will re-evaluate your claim, considering the delays caused by the hospital's billing error. Please provide any additional documentation that supports the timeline of events, such as communication with the hospital and the corrected bill's issuance date.
  Improved Communication:
  We are committed to improving our communication and support processes. We will review how we handle similar situations and provide clearer guidance to participants facing unexpected delays from service providers.
  Please provide your contact information and the best way to reach you, and I will have a member of our team contact you to assist with your questions. You can respond to this email with this information, and I will ensure you receive a quick follow-up.
  We deeply regret any stress and inconvenience this situation has caused. Our primary goal is to support our participants and ensure they receive the benefits they are entitled to. Thank you for your patience and understanding as we work to resolve this matter.

  Customer Answer

  Date: 08/07/2024

  Attached are two documents proving my case. One is a statement from the hospital from April 30, 2024. That was the date I was able to pay my balance online, and then the second document shows the receipt for when I paid the balance on May 2, 2024.
  Thanks for your help with this.

  Business Response

  Date: 08/08/2024

  Good Afternoon

  Thank you for submitting the additional documentation. We are pleased to inform you that we have received approval for a one-time exception to process the 2023 dates of service after the filing deadline.

  The claims department has processed the reimbursement request, and a check for $1,513.79 will be mailed to the address on file. Please allow up to 10 business days for the check to arrive.
  

  I will continue to monitor your account until the check has been cashed. If you have any further questions or concerns, please feel free to reach out using my email address *************************************************.

  Thank you 

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

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

• Initial Complaint

  Date:07/08/2024

  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.

  I have been trying to reach my account manager about the balance due on my cobra coverage. This business has ONE 800 phone number and NO email address - just snail mail or fax! In my attempts to reach the account manager, I was only able to speak to one human who could not help me nor offer any additional resources for resoling my issue. Almost every time I call, I get immediately put on hold and then sent to a general voice mail box. I have only once been put through to the account manager and that was to their voice mail. No return call either. In the meantime, my coverage has been cancelled. I need to get this resolved and would like someone to please call me back.

  Business Response

  Date: 07/10/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced in trying to reach your account manager regarding your COBRA coverage. As the Director of *********** Services at Flores and Associates, I take these matters very seriously and am committed to ensuring that our clients receive prompt and effective assistance.

  First and foremost, I apologize for the difficulty you have encountered in reaching our team. We understand the importance of timely communication, especially for critical matters such as healthcare coverage. We are taking immediate steps to improve our accessibility and responsiveness.

  COBRA Payment Timeliness: It is crucial to make COBRA payments on time to ensure continuous coverage. According to federal regulations, COBRA participants must pay their premiums on or before the due date. Failure to do so can result in the termination of coverage, as it ensures the health plan can operate effectively and all participants receive their entitled benefits. Missing the payment deadline means coverage can be retroactively canceled to the last date for which a timely payment was made,leaving you without essential healthcare protection.

  Next Steps: I will personally ensure that your case is addressed immediately. One of our senior account managers has sent an email with our COBRA Appeal form, and should have provided clear guidance on any outstanding payments and steps to reinstate your coverage, if possible.

  Please accept our sincere apologies for any distress this situation has caused. We are committed to improving our customer service processes to prevent similar issues in the future. If you have any further questions or need additional assistance, please contact me directly at *************************************************.

  
  Thank you for your patience and understanding.
  Sincerely,
  *************************

• Initial Complaint

  Date:06/13/2024

  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.

  I signed up for dependent care through Flores to have funds dedicated for my childs daycare. Things went smoothly until I was assigned a new agent and I changed my bank info for direct deposit. Because my bank changed they issue checks that can take weeks to be received. Because I didnt want to have to wait on my checks I went in and updated my bank info for the following months exchange. I did this in a month advance because for whatever reason it takes 10 business days before your bank info to be approved. When the funds were showing available through the app, I called customer service to confirm that my direct deposit info was updated and good to go for the transaction. She asked for the last 4 of my account number which I gave her and she told me that I was good and I would be receiving something the next day. A whole week goes by and I receive an email saying that another paper check has been issued causing me to have to wait weeks till I actually get the reimbursement of the funds that were taken out of my account for my childs daycare. ***** care is expensive and I was depending on these funds to be in my account and confirmed with them before submitting my claim that I did everything correctly to receive my direct deposit. When contacting them to find out why a paper check was sent they told me something was wrong with my account number but couldnt tell me what and I would have to resubmit it which would take another 10 days before being confirmed. They could not give me an estimate on when I would get my check nor could they rush the check. After calling again I spoke to an account manager who went through my bank info so I could confirm it was the right info and it was. They also told me that they would get a new check processed to me to be sent to an updated address within 24 hours so that I could access it as I wont be home. The next day when trying to confirm that happened I was told that it takes a couple of days to process the checks.

  Business Response

  Date: 06/29/2024

  Dear ***,
  
  Thank you for bringing your concerns to our attention. We deeply regret the inconvenience and frustration you have experienced with your dependent care reimbursement. As the Director of *********** Services at Flores and Associates, I take these matters very seriously and am committed to ensuring you receive the best possible service.
  
  First, I apologize for the delay and confusion regarding your direct deposit information and the issuance of paper checks. I understand the importance of timely reimbursements, especially for essential expenses such as childcare. 
  
  Pre-Note Process for Account Security: The delay in updating your direct deposit information is due to the pre-note process we implement to ensure the security and accuracy of your banking information. This process involves sending a test transaction to your bank to verify account details, which can take up to 10 business days. This step is crucial to prevent fraudulent activities and ensure funds are deposited correctly.
  
  Addressing Your Specific Situation: Despite updating your bank information in advance and confirming it with our customer service team, a paper check was issued. This should not have happened, and we are investigating the error. The difficulty in receiving timely updates and accurate information about your reimbursement is also unacceptable, and we are addressing this.
  
  Immediate Actions and Resolution:
  ~Improved Communication: We are enhancing our communication protocols to ensure timely and accurate updates about transactions.
  ~Account Verification Review: We will review and streamline our account verification process to reduce delays while maintaining high security standards.
  
  We are committed to supporting you and resolving this matter promptly. If you have any further questions or need additional assistance, please contact me directly at *************************************************.
  
  Thank you for your patience and understanding as we work to improve our services.
  
  Sincerely,
  ******

• Initial Complaint

  Date:05/20/2024

  Type:Billing 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.

  1. No details on the rejection of reimbursement on the ************** FSA was available on the website.2. Follow up request on the following two claims rejected has not been resolved after multiple requests. 1) Reimbursement rule was applied inconsistently. With one receipt covering 2022/2023 expense, partial reimbursement up to *************** was received in 2022, but rejected in 2023. $5,000 max ****** for 2023 was set based on the claim covering 2023 expense with the same receipt. The account managers I spoke with advised this will be escalated to the senior manager. 2) Summer camp used for dependent care was not reimbursed. 3 account managers confirmed verbally this will be reimbursed in a few days.

  Business Response

  Date: 06/12/2024

  
  In response to *****'s complaint Flores can provide the following information:
  
  When Flores rejects or approves a claim, claim transaction detail is made available on our participant website, www.flores247.com. Claim rejection notices were also emailed to ***** on 5/2/2024, 4/29/2024, 4/23/2024, 3/12/2024 and 12/5/2023. Details for each denied 2023 ************** request are below:
  
  Doc #******** - received 12/3/2023 - this request was denied because expenses must be employment related and primarily custodial in nature to qualify for reimbursement; educational expenses are not eligible. The claim included a tutoring invoice and invoices for online/virtual courses, which are not eligible for ************** reimbursement.
  
  Doc #******** - received 4/24/2024 - this request was denied because the claim and supporting documentation lacked a 9-dgit Tax ID for the provider, MedStar Capitals.
  
  Doc #******** - received 4/30/2024 - this request was denied because must be employment related and expenses must be primarily custodial in nature to qualify for reimbursement; educational expenses are not eligible. The claim included a tutoring invoice and invoices for online/virtual courses, which are not eligible for ************** reimbursement.
  
  Doc #******** - received 4/30/2024 - this request was denied because extracurricular activities/lessons are considered educational, not custodial in nature. The claim includes invoices for Medstar Capitals, ice plex/hockey program. Please see below -
  
  Under IRS regulations, expenses reimbursed through a DCRA must be incurred to allow you (and your spouse, if applicable) to work or look for work. While some activities may appear extracurricular, they can be considered eligible if they enable you to maintain employment. However, to ensure we are compliant with IRS guidelines, we need to verify that the expense meets the criteria for work-related dependent care. Please provide a detailed explanation and any supporting documentation that clearly states how the expense allows you to work. This could include:

  1. A statement from the care provider specifying the nature of the service.
  2. A description of how the service directly relates to your ability to work.
  3. Any other relevant information that supports the necessity of the expense for employment purposes.

  This participant has contacted Flores several times, but there is no record of any agent confirming any of the denied claims listed above would be reimbursed. For the extracurricular activity, if the above criteria can be met and additional documentation provided to prove the expense was eligible for ************** reimbursement, we will promptly reprocess the request.
  
  Best Regards,

  
  
  --
  ***********************,
  
  

• Initial Complaint

  Date:04/04/2024

  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.

  I received health coverage through a new employer starting April 1st, Flores will not cancel my cobra coverage as requested online or refund me the payment already made for ****** I have tried to cancel 4 times, account manager ***************************** ************ refuses to return calls that always goes to her voicemail and she never picks up.my flores account is PID# *********

  Business Response

  Date: 04/05/2024

  We apologize for the delay, your contact was not in the office.  All updates have been processed and reflected on www.flores247.com.  A refund of $702.93 has been generated to the customer, and is scheduled to be mailed Monday to the address on file.