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:02/13/2024

  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.

  When i call their listed number for help, it tries to sell me products i clearly don't need or use. Then it hangs up. There is no way to actually get in touch with anyone to get help. They push me through endless prompts and try to sell me things that have nothing to do with me.

  Business Response

  Date: 02/15/2024

  ***********************************, enrolled in the *********** Flexible spending Account (HCFSA) in 2023.  The plan year ran from 1/1/2023 to 12/31/2023.  We are showing per our records that Mr. ********* had not reached out to Flores prior to today since 2022.  ************************ has also had access to the companys website and contact number via his benefits card,website, and any documents he receives from Flores.  While we cannot see the last time he logged on, we can see that ************************ created a personal username.  It looks like he reached out to our office via email with a request on how to submit claims, and his email was addressed timely and information was provided as to how claims can be submitted.  According to the plan set up for ************************ s employer, there is a claim filing deadline to submit claims for dates of service incurred in 2023, that is 2/28/2024.  This means employees who were enrolled in the 2023 plan year HCFSA, has until 2/28/2024 to submit claims for dates of service incurred in 2023, that they did not use their HCFSA card for.

  Customer Answer

  Date: 02/15/2024

   
  I am rejecting this response because:
  When i try to call you, you advertise to me instead of having someone answer the phone that can provide me with help. This is not right... i pay you good money for help.. and you pressure me to buy things i dont need. 

• Initial Complaint

  Date:01/12/2024

  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.

  Fraudulent charges with a total of $5661.04 occurred on our HSA Master Card that is managed by Flores-Associates (F-A). Charges occurred on 10/2/23 scores 10 different transactions and 2 different merchants. All charges occurred on the same day. No warnings, the system continued to allow the charges despite they were in the same amount per merchant. Dispute of these charges was submitted on 10/17/23. Flores-Associates acknowledged all disputed charges/forms and claimed they were forwarded to Master Card. Since then we periodically reach out to F-A to get updates but the only response we get is, that the dispute is still under review with no news. Our latest call to F-A was on 1/11/24. Representative said that we need to reach out directly to our account manager (but said he was not available at the moment) and transferred the call to his voicemail. I left the message but no response. Our latest email to F-A was on 1/5/24 to both generic account and our account manager but no response from either. It has been 87 days since the dispute was filed. Seeking: 1. Funds to be returned to our account in the amount of $5661.04. 2. Implement better security measures when suspicious/repeating transactions are occurring within same day and notify card holder immediately with temporary card block. - this is inline with other card businesses. 3. Issue refunds immediately while investigation is in progress - this is inline with other major card businesses.

  Business Response

  Date: 01/17/2024

  On 10/26/2023 ************ contacted Flores about suspected fraudulent benefit card activity on their HSA account. ********************** had ************ complete and return a Debit Card Transaction Dispute for, which we then forwarded to our banking partner for review. Since then, Flores inquired with our banking partner on 11/13/23, 12/14/23, and 1/16/24 for an update to on the status of this dispute. Each time we have been told that disputes are processed in the order theyre received and this is still pending review, as well as communicated this same information to ************* While the Flores benefit card functions similarly to a credit card, they are not the same, and not subject to the same application of provisional credits.
  

• Initial Complaint

  Date:01/12/2024

  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.

  For the 2023 year I paid into my *** account and dependent care account with **********************. I left my previous company in February 2023 with a little over $1500 between my *** account and my dependent care account. When I tried to file my first claim to pull the *** account out, I was told by an account representative that I could only get the money out if my charges fell within the time ****** of my previous employment. I did not have any healthcare expenses during that time ****** so I lost all the money I had paid into my *** account and I understood that. Later when I filed to get my dependent care out, my claim was denied twice but I never received an explanation why. Talking to the receptionist she said that I had 90 days after my previous employment to file a claim. I asked to speak to an account representative. I spoke to *******, who told me that the 90 days was not an issue and that I would be receiving my money, because my dependent care expenses fell within my time of employment. Five months have gone by *** called and left six messages and sent six emails to the dedicated account manager:" *********************. She has yet to give me the decency of response. Today I was finally able to speak to a gentleman that said he was an account manager that claims the 90 days is definitely a factor according to my old employer's contract (attached). When I asked him if he could provide me with 90 days grace ****** information he could not. He said the money was returned to my old employer in **** for nonuse. In summary, according to Flores I cannot be refunded my money that I paid in for expenses that I endured during the 2023 year- when the dependent care expenses fell within my employment with my old employer. To end the call the account manager told me to take it up with the *****

  Business Response

  Date: 01/18/2024

  The enrollment through your employers Flexible ********************** plan allows reimbursement of childcare expenses up to 90 days after your termination of employment. Upon further review of the receipts submitted, we do agree that you are due reimbursement of the funds contributed while actively employed and participating in the plan.

  Customer Answer

  Date: 01/19/2024

   
  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:01/11/2024

  Type:Customer Service 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 am writing to file a formal complaint against Flores 247 Transportation Benefits regarding a severe lack of customer service and unaccounted funds within my account.Despite numerous attempts to resolve this issue by contacting customer service representatives, I have encountered persistent difficulties in obtaining accurate information or assistance. Upon reviewing my account, I discovered an unexplained discrepancy of $554 that remains unaccounted for. This unresolved amount is preventing me from accessing my funds as expected.Furthermore, the customer service department has consistently transferred my calls without providing any concrete solutions or offering assistance. This continual runaround and lack of clarity have caused undue stress and financial inconvenience.I have made diligent efforts to resolve this matter directly with Flores 247 Transportation Benefits to no avail. I hereby request your intervention to investigate this discrepancy and ensure the immediate return of the unaccounted funds to my account.

  Business Response

  Date: 01/19/2024

  The 2023 Transportation account sponsored by **************************** allows for employees to contribute their desired amount of tax-free dollars to the account to be used for any eligible parking and/or transportation expenses incurred during the calendar plan year 1/1/2023-12/31/2023. It is noted in the plans Legal Documents that any funds remaining in the account at the close of the plan year will be forfeited back to the employer. This participant contributed $1014.00 to the 2023 transportation account. Of these contributions, $460.00 was used for qualifying expenses, leaving a current balance of $554.00 that can be used for any additional parking/ transportation services that were incurred in 2023. The plan allows participants until 4/30/2024 to claim any remaining funds. 

• Initial Complaint

  Date:12/15/2023

  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 paid for surgical services with my Flores Benefits Card on 8/21/23. My dental insurance subsequently paid $755.60 on the claim. I received a refund check from the surgeon on 11/9. I called Flores on 11/10 to ask how to proceed. I endorsed the check and added instructions for it to be returned to my available balance for spending as per Flores representative instructions. She told me that upon receipt of my endorsed refund check, the funds would be added back to my flexible spending account within 1-2 business days. I called Flores on 11/20 and 11/27 and each time I was told by the representative that Flores had not received the check.I called the surgeon's office and was informed that Flores deposited the check on 11/20. And they sent me a copy of the check indicating this. I called Flores again on 12/6 and was told that they still had not received the check. I told the representative that I had a copy of the check showing that they deposited it on 11/20 so she should check again. She did check again and said she could see that it had been deposited. She then transferred me to my employer's Account Manager, *******************. ************ had no explanation as to why I was told on 11/27 and 12/6 that Flores had not received the check, when they had in fact deposited the check already. I asked her to expedite the matter and she said she would and that I should check again on 12/11.I checked on 12/11 and still no $755.60 added to my balance. I asked my company's HR representative to help and she contacted our broker. The broker contacted ************ on 12/12 and now it is 12/14 and it is still not added. I called ************ and she said it had been expedited to her supervisor's director but she still could not give me a timeline for resolution. I told her that she should have been keeping me updated and that I now expected her to let me know when this will be appropriately rectified.If I owed Flores, they would freeze my card but they owe me and I have no recourse.

  Business Response

  Date: 12/20/2023

  Flores received this check on 11/20/2023 and it was applied to the incorrect benefit account. After receiving notification that the check was received and applied to the incorrect account, an IT ticket was entered on 12/07/2023 after speaking with participant. Ticket was escalated on 12/13/2023 and resolved on 12/14/2023. Called participant to confirm that this was now resolved, and the funds had been applied to FSA as of 12/14/2023.

  Customer Answer

  Date: 12/20/2023

   
  I am rejecting this response because I want to know why they couldnt investigate until I had irrefutable proof that they had received the check and had deposited into their account? I also want to know why it took them over a week to escalate my case when I asked the account manager to escalate it when I informed them that they had the check.
  Is this how they treat everyone? I feel sorry for their clients who do not have the ability to research Flores errors for them. 
  And is a public apology too much to ask for at this point? It seems this error on their behalf is a common occurrence and is nothing to be concerned about. 
  The whole matter indicates poor customer service from **********************.

• Initial Complaint

  Date:11/29/2023

  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.

  My HSA plan FLORES 247 denied payment of medical fees which are covered and have been paid for years prior. I was employed with the company (********) offering HSA funds during the date of service of medical lab bills. FLORES 247 refuses to reimburse me for payment even though I have $997.34 remaining in my account. This amount is only available during employment, I am no longer employed with ******** but was during the date of service. I have tried submitting thee forms and called them numerous times but they will not refund my $87.89

  Business Response

  Date: 12/01/2023

  The enrollment through your employer was in a Health Reimbursement Account (HRA). An HRA  is an employer funded benefit account in which your employer, ********, will reimburse for Medical Deductible,Coinsurance and RX expenses. While your dates of service did fall within your active benefit enrollment period, these services would not have been covered by your HRA . We would accept documentation in the form of an Explanation of Benefits (EOB), pharmacy receipt or any documentation showing the amount you have paid towards your deductible or coinsurance. If you have any receipts for dates of service between 01/01/2023 05/31/2023 that meet these requirements, you can submit those through the claims filing deadline of 02/29/2024.

  Customer Answer

  Date: 12/03/2023

   
  I am rejecting this response because: Flores seems to ignore the date of service on the invoice. All medical appointments were within the dates of employment. I was sent bills AFTER I was no longer employed. The bill/invoice were from dates of service DURING employment. As per their medical guide (attachment #1) LABS ARE COVERED.  I have provided Flores with these exact documents NUMEROUS times. Please review the documents and pay attention to the dates and please review you medical guide attached (PAGE FOUR). Thanks
  
  

  Business Response

  Date: 12/07/2023

  According to the approved HRA reimbursement schedule for ********, Individual Coverage: The insured individual will be given $1,700 for medical deductible, medical coinsurance and prescription expenses. Maximum Reimbursement: $1,700 per individual Family coverage: The insured family will be given $4,450 for medical deductible, medical coinsurance and prescription expenses. Maximum Reimbursement: $4,450 per family. The documents that were submitted on 9/25/2023 did not show that they were considered an eligible expense under the approved HRA reimbursement schedule for ********. Lab fees would not be an eligible expense for the companys HRA plan. The documents referenced in your response are in reference to a different type of account.

• Initial Complaint

  Date:11/21/2023

  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 paid Flores $1441.00 for COBRA insurance through them and it was posted October 30th 2023. Still no insurance coverage. They will not return any of my many calls.

  Business Response

  Date: 11/21/2023

  *************************** COBRA election form was received on 10/23/23 and entered into our system on 10/24/2023. Payment for the 9/28/2023 through 11/30/2023 time period was made on 10/30/2023. Our standard timeline for insurance coverage reinstatement, as communicated in *************************** COBRA Qualifying Event notice is 10 days. This timeline allows time for communication to our client and insurance carrier contacts, as well as the coverage reinstatement process on the insurance carrier side. When ************************* called our office on 11/16/2023 to notify us that his Insurance were not yet showing as active, we reached out to our client contacts on 11/16 requesting an urgent reinstatement of coverage back to 9/28/2023. As of today, we have not received word back from the client. It looks like the participant has only called into our office 1 time. Today, 11/21/23 we have followed up again with the client contacts as well as adding in broker contacts to request and urgent update to coverage. We have requested a response back so that we can notify the participant. 

• Initial Complaint

  Date:09/05/2023

  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 left my job in August and I was told I had till the end of of the month to use my FSA balance. So on August 30th I checked my balance on the flores247.com website, and I noticed it had a link to a company called the FSAStore.com to use my balance (I am not sure if FSAStore.com is owned by the same company as Flores247, but I figured it was probably safe since it was the only place suggested on the webpage.) So I placed an order. The next day (8/31) I noticed FSAStore.com canceled my order (they actually sent the email at 6:51PM on 8/30, but it got trapped in an email filter.). I called the customer service number for FSAStore and they explained my order was canceled because billing and shipping addresses were different and was flagged as fraud, they cannot replace the order, and any order coming from my IP address will also be automatically canceled. So I checked my flores statement and noticed the money was already refunded to my account, so I figured I would just use the card somewhere else.I tried to use the card at my local ********* in person. My card got declined (around 6:45pm on 8/31). I tried to call Flores 247 customer service but they close at 2PM (I thought it was odd for a place whos website is flores247.com, it was very misleading) but I figured I would try again.I tried to place an order on the ********* website (around 7:20PM) and Rite Aid website (around 7:50pm), but both got declined. I wrote Flores247 an email and left a voicemail.The next morning (9/1) I got an email reply from Flores247 customer service saying my card is now expired, but did not explain why it was not working yesturday. When I tried to call the customer service line again, they are now closed due to the holiday.I currently feel like I was prevented from using my balance toward the end of my dealine. I would like to have an FSA order pushed through. It can be the order FSAStore canceled or activate the card for a couple extra days so I get a chance to use it.

  Business Response

  Date: 09/11/2023

  Flores cannot control if a card transaction is declined by a 3rd party vendor, so we also provide the option for manual claim submissions for any out-of-pocket payment if a card is declined or not present at the time of service. Per IRS guidelines and as indicated on the *** Summary Plan Description, funds associated with a HC*** can only be used for eligible expenses incurred while the employee is actively enrolled in the benefit. We were notified that this members Medical *** termination date was 8/31/2023 and as such his Flores debit card was deactivated the afternoon of 8/31/2023. Per the plan guidelines, we are not permitted to change this termination date due to any card issues experienced by the participant. In addition, the benefit is not transferable, nor can the account be cashed out. However, if a HC*** account is positive, meaning that an employee has contributed more than what was used, the account can be considered ***** eligible. Flores also manages the ***** for this participants former employer,so Flores sent him a letter on 8/22/2023 outlining a cost of $21.24 per month to continue the Medical *** on *****. Paying this premium will extend his claim incurrence period, so he can submit claims beyond his initial termination date to spend down any accrued Medical *** funds. (Ex. If the September premium is paid then claims through 9/30/23 would be eligible). The members first attempt to use up his accrued funds occurred only 2 days before his termination date,which did not provide sufficient time for Flores to assist with his card issues prior to his eligibility end date. However, the participant can still submit for any claims incurred during his eligible period of 1/1/23 through 8/31/23.

  Customer Answer

  Date: 09/13/2023

   
  I am rejecting this response because:
  

  Hello, the Cobra letter was never recived. By 8/22/2023 I had already quit my job, moved to a different city, and started that job. Do you know if Flores did any electronic communication? My mail forwarding was suppose to be processed as of 8/21/2023.

  I am also not sure where in the terms of use that it says the card would be turned off im the afternoonnof the final day, since I was told by my HR it should have been usable till the end of the month, the full day on the last day of coverage. I do belive that the card was turned off prematurely for this reason (as a plan administrator, I do think this is a huge oversight).

  It also was not just any 3rd party, but your bussness partner according to this article on your wedsite:*************************************************************************************************************************************************************************.

  I was also trying to use it for over a week before it ended since I know my doctor has years worth of unbilled items, but his billing department did not run the card after a week and I used the flores bussness partner to try to make a transacrion since I figured I was least likely to get pushback from them.

  I also did not want to make a large purchase with a credit card since I was not sure how long reimbursement would take or if it would work at all since I have had insurance deny my claims in the past. 

  it is possible to pay the $21.24 now to get access to the balance?

  Business Response

  Date: 09/20/2023

  The Flores debit card is provided as a convenience to Medical FSA participants, but Flores cannot guarantee a payment to a provider will be successful via the Flores card. For this reason, we also provide the option for reimbursement if a payment does not go through successfully or a participant does not have the card on hand at the time of service. Participants can submit claims via mail, fax, or upload to our www.flores247.com website or Flores Mobile app to be reimbursed for an eligible expense via check or direct deposit. To ensure funds are correctly used, the cards must be deactivated the afternoon of a participants termination date given this is the last notification to our card provider prior to midnight. If sent the following day,then participants could potentially incur expenses after their termination date.
  
  At this point, the participant could submit a claim for any service dates that occurred from during his enrollment dates. If the participant does not have an eligible service, then the Medical FSA is eligible for continuation under ***** if underspent. The ***** Qualifying Event election forms are mailed to a terminated participants home address (assuming Flores is their ***** administrator) and can also be downloaded by the participant via our www.flores247.com website. A former employee has 60 days, from the later of the loss of coverage date or letter mailed date, to elect this Medical FSA continuation under *****. 

  Customer Answer

  Date: 09/23/2023

   
  I am rejecting this response because:

  what I am really hearing is as the administrators of the plan, Flores is intentionally shutting people's cards off early, has no way for customer to know why since all the customer service centers close at 2PM PT, and then they ask the participants to pay additional funds to the administrator to have access to the funds again.  I would not have tried to put the funds on my personal card because I have no idea why it was being declined or if I could be reimbused for it. I also know that using the *** balance before it expires is a common thing to do.

  So now I know that Flores can extend my plan through Cobra, I would like Flores to extend my plan as a courtesy since I do not think what Flores is doing is ethical and is quite frankly asking for a class action lawsuit against them. 

  Business Response

  Date: 10/03/2023

  The FSA end date cannot be changed on our end per the plan termination rules. This must be uniformly applied to all participants. The formal election of COBRA is the only method to extend this end date. To date, the members dollar balance at stake is $258.57. Of this balance, $216.85 are rollover funds from the prior plan year. The prior plan year claims filing deadline is 10/10/2023. Thus, if the member has any service dates from 7/1/22-6/30/23 for which he paid out of pocket, then that could be submitted by the filing deadline to recoup some of the rollover funds. (The funds are rolled back to the prior plan year for the reimbursement to occur).

   

  Flores has made attempts to contact the member directly to address these concerns and provide options for next steps. A Flores Account Manager called the member on around 5:30 EST on 9/25, to which the member advised it was not a good time. As discussed on the call, the Flores Account Manager emailed the participant, so we could coordinate a time/method for discussion with the participant. As of the date of this response, Flores has not received a response from the member. 

   

   

   

   

   

   

  Customer Answer

  Date: 10/04/2023

   
  I am rejecting this response because:
  

   

  I did get a call from a man from Flores in the middle of my workday, and he said he would send me an email, but I never got an email from him. I tried to call back, but they work east coast hours only and try to service the west coast, so they are closed anytime I try to call since I cannot make personal calls on company time. 

  Again, im not looking to pay Flores additional money to process a claim they should have processed originally. It seems unethical to shut off my card ahead of the termination time and then ask for additional money to be able to use it again. 

• Initial Complaint

  Date:08/02/2023

  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.

  This company is attempting fraud by deception claiming I have COBRA insurance with the and requesting payment or cancellation of my insurance. I already pay cobra though Wageworks via ACH.

  Business Response

  Date: 08/07/2023

  ******************** was a takeover COBRA participant for a recent implementation. [Client redacted] reached out to all participants letting them know the vendor was going to change and payments should be made to Flores. The data received from their [redacted] stated that they had only paid through 7/31/23, therefore, Flores billed this participant for August 2023 onward.After receiving this complaint Flores went back to the client and asked if there is an updated paid through date that was needed and they confirmed the participants actually paid through August. With that confirmation Flores moved the August payment to the September invoice and communicated with the carriers that they are currently paid through September 2023.
  

  Customer Answer

  Date: 08/09/2023

   
  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:06/21/2023

  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.

  I am currently 7 month pregnant and separated from my employer back in March. I have requested COBRA health insurance coverage through Flores and associates. I have completed all paperwork as requested. Doliginetly made all the payments for the past 4 months, until it was a time to register with a hospital for a baby delivery. I was notified the health coverage is cancelled back in March and non existent at this moment. I have checked the payments - all went though. I have reached out to insurance and was advised that no payments have been made by a third party, nor there is a note on the account regarding continuation of coverage. I called Flores and associated for clarifications and I was promised an update. No update was provided and I have reached out 5 more times and was transferred to voice mail of various people. No apology was offered and they also had a nerve to blame and stress a pregnant woman. Floress and associated referred me back to insurance and I refused to end the conversation there. I am paying to Flores, therefore its Flores responsibility to ensure the coverage.I have paid for 4 months and I have to deal with all cancelled vcalims for the past 4 months. I am turned off from care at the late stage of pregnancy and they wouldnt even have a regard towards it.

  Business Response

  Date: 06/27/2023

  **************** called our office on Tuesday afternoon, 6/20/23 stating medical coverage was showing terminated through the carrier and she could not make an appointment with her provider.   In return we reached out to the former employer to get more information as to what had happened as she was active on our end.  The client confirmed the insurance carrier had been billing them and the participant was showing active through 6/30/23 based on their billing.   We communicated to ******* three times that this update could take up to 48 business hours for the carrier to fix.   ************* carrier let our client know that ******* dropped from individual + spouse to individual only coverage and that ******* was dropped with her spouse by mistake.   They continued to bill our client each month as though she was active.  The carrier adjusted and reinstated coverage on 6/22/23 and this was resolved.  The client and Flores confirmed with ******* via e-mail and phone call on 6/22/23 and 6/23/23 what had happened on the carriers end and that it had been fixed.