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:06/13/2023

  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.

  During my time as a Full Time employee of With Purpose (d.b.a. GloriFi), I paid $269 and change into an FSA, administered by Flores. I was a full time employee of With Purpose from May 2022 to November 2022.On November 21, 2022, all employees received notice that the company was folding, effective immediately. Very shortly afterward, I contacted Flores to find out how to get reimbursed, and what the time frame was. The Flores representative gave me a deadline of approximately June 22, 2023 to submit expenses. I may be off by a day or two, but it was definitely June 20-something.I gathered my expenses documentation and submitted them in late May 2023. Today, June 12, 2023, I followed up with Flores by phone, since I hadn't heard anything.The rep told me I was denied reimbursement of my own money, because I had not submitted by December 31, 2022.This was the first time I had heard this December 31 date referenced. I had not received mail or email from Flores, or With Purpose/GloriFi, notifying me of this date change.We may assume that I acted more quickly than With Purpose did, in calling Flores before the bankruptcy proceedings officially started. But I do remember that the Flores rep was aware, at the time, that With Purpose was folding, and she still gave me the late-June 2023 deadline.To be clear, this was a change of date. The change of date was arbitrary.The change of date was not communicated, even though Flores had all my contact information.It was contrary to official information I received from an authorized Flores representative. Remember that this is all about getting a refund of my own money, which neither Flores nor GloriFi have any ethical claim to.

  Business Response

  Date: 06/16/2023

  Flores & Associates, LLC entered into an administrative services agreement with the Customers employer, ******************* dba ************* (the Debtor).  Flores has no contractual relationship with the Customer.   
  
  The administrative services agreement between Flores and the Debtor (the Agreement), includes provisions describing the services to be provided, and the fees to be paid, in connection with the *********** Flexible Spending Account component (the **** of the cafeteria plan.
  
  The terms of the *** allow eligible employees to make pre-tax contributions to the *** and to use those pre-dollars to pay for eligible medical expenses incurred during the plan year (or portion thereof) in which the employee participates in the ***.  The Customer is a participating employee in the ******governed *** sponsored by the Debtor.  The Complaint relates to the Customers rights and entitlement to benefits under the ***. 
  
  Flores began performing services in connection with the *** effective as of 5/1/2022. On 1/11/2023, the Debtor terminated the Agreement, informing Flores that it had filed a bankruptcy petition and discontinued its business operations as of 1/4/2023. At the time the Agreement was terminated, the Debtor instructed Flores to stop processing *** claims effective 12/31/22, the date through which Flores had been paid for its services. 
  
  Funds remitted to Flores by the Debtor for the payment of claims by the *** are required to be used for the exclusive benefit of plan participants. Flores has no authority to exercise discretion or control over such funds or to process claims pursuant to the terms of the terminated Agreement with the bankrupt Debtor.  Flores has notified the **** Trustee appointed by the **** Bankruptcy Court, Northern *****************, of the funds being held by Flores and the nature of such funds.  Flores is awaiting instruction from the Trustee and the Court as to the disposition of such funds.                   

  Customer Answer

  Date: 06/16/2023

   
  I am respectfully rejecting this response to keep this case open, to allow justice to run its course.  

  Flores writes, "Funds remitted to Flores...for the payment of claims by the *** are required to be used for the exclusive benefit of plan participants . ... Flores has notified the ...**** Bankruptcy Court, Northern *****************,...Flores is awaiting instruction from the Trustee and the Court as to the disposition of such funds."
  
  My response: It sounds like Flores has to process the claim either way, either sending my money to me, or sending it to bail out corporations and literal billionaires in their bankruptcy case. Since this has not been settled, I 'reject' the response to keep the case open.

  For context: Flores writes, "At the time the Agreement was terminated, the Debtor instructed Flores to stop processing *** claims effective 12/31/22, the date through which Flores had been paid for its services."

  My response: This is quite unethical on the part of GloriFi. GloriFi initiated this date change and did not tell their former employees. Neither Flores or GloriFi informed former employees of this date change. And it was a change; I called in to Flores and they gave me a June 2023 deadline, which I adhered to.

  I understand that Flores isn't keeping the money. But unfortunately they still have to process it, at cost to Flores. This is an unfortunate risk of doing business in the *** management industry, but it should not be used as an excuse to give MY OWN MONEY to a failed business venture's bankruptcy settlement fund.

  Thank you,

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

  
  

  Business Response

  Date: 06/20/2023

  Flores specifically acknowledges that it has no right or claim to the funds remitted to Flores by the Debtor for the payment of claims by the FSA.  To the extent such funds qualify as plan assets, as defined under ERISA, such funds are required to be used for the exclusive benefit of plan participants and their beneficiaries, to the extent any benefits are payable under the terms of the FSA.  However, Flores has no authority to exercise discretion or control over such funds or to process claims pursuant to the terms of the terminated Agreement with the bankrupt Debtor.  As such, Flores has notified the **** Trustee appointed by the ****Bankruptcy Court, Northern *****************, of the funds being held by Flores and the nature of such funds.  At this time, Flores is awaiting instruction from the Trustee and the Court as to the disposition of such funds.                   

• Initial Complaint

  Date:05/23/2023

  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 placed my money into a ******************** to use for eligible childcare costs. There was a filing deadline for March 31 2023 which I missed, but was never informed of. I never received a single piece of mail, phone call, or email to notify or remind me of the deadline. I attempted to submit a claim on April 10, 2023 and the website says that claims will be reviewed usually within 4 business days, but I never received a response to the claim. I have attempted to call the account manager over 20 times and have never received a call back. I have attempted to contact the account manager's supervisor but their voicemail is full.

  Business Response

  Date: 05/31/2023

  Our records indicate from the Flores Participant Portal a claim was filed and you received confirmation of claims processing for the ************** FSA benefit. Our records also indicate a call to Flores &Associates on 4/10/23, at which time you spoke with an account manager who noted that you had missed the deadline to submit claims for the 2022 ************** FSA.   We also show that at your request a team member reached out to you this week to share details on the appeal process requesting you file another claim as a rejection response and to let our team know so we can double-check our records to further ensure it is properly processed.

• Initial Complaint

  Date:02/21/2023

  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.

  Flores is the provided of my cobra insurance. I have paid for February and March 2023 coverage and they refuse to tell ********** Blue Shield that I am paid through 3/31/23 so that I have current insurance. They state that because I paid February coverage on 2/10/23 and then paid March coverage on 2/13/23 after they made the second invoice ready to pay that they will not send ********** coverage is paid until after the 10 days after the March payment was made, even though February Payment was made prior and should have Feb coverage. I have a diabetic child who can not get medication, or follow up doctor *********** due to high cost of ***** to be seen and have medication because Flores negligence to let ********** to know I am paid. They also will not ************* coverage, that shows no coverage even after payment for 2 months, same as my prescription coverage that is tied to the medical insurance coverage, also shows no coverage. They took payment but not contacting the other 3 business to say payment has made and paid for coverage through 3/31/23 for Health, prescription, and dental coverage.

  Business Response

  Date: 02/28/2023

  Mr. ******* COBRA election form was entered into our system on 2/10/2023. Payment for the 2/1/2023 through 2/28/2023 time period was made on 2/11/2023. Payment for the 3/1/2023-3/31/2023 timeframe was made on 2/13/2023.Our standard timeline for insurance coverage reinstatement, as communicated in Mr. ******* 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 2/17/2023 to notify us that his Medical/Prescription and **************** were not yet showing as active, we reached out to our client and insurance broker contacts requesting an urgent reinstatement of coverage back to 2/1/2023. We also spoke with the medical insurance provider over the phone to confirm the coverage paid through date.Medical insurance was reactivated back to 2/1/2023 on 2/17/2023. Prescription and Dental coverage were reactivated back to 2/1/2023 on 2/20/2023. 

  Customer Answer

  Date: 02/28/2023

   
  I am rejecting this response because: Even after 10 days still was not done. I had to call each of the 3 insurance parties to fix the issue for them to call Flores, all 3 confirmed Flores never sent anything
  
  

• Initial Complaint

  Date:01/06/2023

  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.

  Flores and Associates has mismanaged my 2022 Flexible Spending Account (FSA) funds, failed in its fiduciary responsibility, and exhibits overall lack of integrity. The issues began with my company attempting to connect with Flores about my account on November 30th, 2022. I connected for the first time with the account manager myself on December 14th 2022 and I have corresponded with him by email on several occasion (December 29th, 30th) after that but to date Flores has failed to resolve the issues. First, the information on my account was not kept up-to-date (including employment status changes, FSA balances, and fund carryovers) therefore I spent hours correcting Flores staff each time I called. My calls were not promptly taken nor returned by the account manager who among others gave me deceptive, misleading, and inaccurate information about my balances even after I provided screenshots from the Flores website that contradicted their information. The mobile app malfunctioned several times when I tried to upload claims for reimbursement which could have cause me to miss deadlines had I not used the web platform to upload claims and receipts. The automated email notices are clearly not in sync with the processing or lack thereof behind the scenes at Flores. Overall client responsiveness is lacking. At this time, although I have submitted all required claims paperwork, Flores has withheld funds in the amount of $300.00 from being reimbursed to me. I intend to escalate this matter, submitting all pertinent email correspondence and documentation, to the appropriate financial regulatory authorities.

  Business Response

  Date: 01/13/2023

  Our records indicate you were contacted by email to ************************** on 1/9/2023 to confirm the following:
  
  A Medical FSA reimbursement direct deposit was issued for you on: 01/06/2023.
  
  Reference Number: [redacted]
  Deposit Amount:  $300.00
  Receiving Acct#: xxxxxxx[redacted]
  
  Funds are generally available for your use in two banking days. Please check with your financial institution on their policy regarding availability of deposits.
  
  This deposit was initiated to the account currently on file with Flores. If you need to update your banking information, you can do so online at www.flores247.com (select Settings after login).
  
  THIS EMAIL SERVES AS YOUR ONLY NOTIFICATION OF THE ISSUED DIRECT DEPOSIT.
  
  Please Note: If we are unable to sucessfully deposit this reimbursement due to invalid or out of date banking information your deposit will be returned to Flores, and a reimbursement check will be issued.
  
  
  Thank you for being a valued Flores plan participant! You can use your PID [redacted] to access more information at:
  *****************************************
  Mobile App: *****************************************/app-landing.vbhtml
  Balance Hotline: ************
  Customer Service: ************

  Customer Answer

  Date: 01/14/2023

   
  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:11/09/2022

  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 have provided payments for Cobra to this company for September, October (payment posted to account on 10/18 and November (payment posted on 10/31). To this day of November 9, 2022, and my insurance still has not been reinstated. I have had to make 10 appointment changes and have made multiple calls to the company with no resolution yet as to why my insurance has not been reacted.

  Business Response

  Date: 11/11/2022

  
  Flores does not provide the insurance coverage, and any insurance inquires should directed to [redacted due to PHI].  After an internal audit to review the account,Flores has correctly sent the information to the correct parties.  Please contact Flores directly to receive details of the internal audit.    Flores sent follow up emails to the [name redacted] and [name redacted] to check for updates on the coverage status. Flores also spoke with ****** several times as we awaited a response that her coverage was reinstated. On 11/9/22 [name redacted]confirmed that insurance has reinstated ******* coverage under COBRA. Flores called on 11/9/22 to alert ****** that this had been completed for her and that any out-of-pocket expenses she had in the period prior to her reinstatement being complete could be reprocessed. 

  Customer Answer

  Date: 11/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and even though this is not satisfactory to me, I will accept.

  Thank you. 

  
  

• Initial Complaint

  Date:10/21/2022

  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 have $200 on a health savings account through my previous employer ECMD. This money is my contribution. After employment ended, (I decided to work else where). Flores & Associates deactivates the debit card you are provided with. This company will not reimburse the money unless you file a claim between certain dates that are for medical payments only. I don't have anything to claim from those dates. There is no way for them to refund the amount.

  Business Response

  Date: 10/25/2022

  The enrollment through [client name redacted] was in a *********** Flexible Sending Account (HC***) and not a Health Saving Account (HSA). A health care flexible spending account (HC***) is an employer sponsored benefit. When you experience a change in your employment status that impacts your benefits eligibility, your ability to participate in a HC*** is also impacted. 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. The benefit is not transferable, nor can the account be cashed out. If a HC*** account is positive, meaning that you have contributed more than what youve used, the account can be considered COBRA eligible. Not all employers are subject to COBRA. If your plan meets COBRA eligibility requirements, you are typically contacted by the employers COBRA administrator regarding your options for continuation of coverage.

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18252791
  
  I am rejecting this. 

  This is MY money. I worked for MY money. Not Flores & Associates. Not ECMD. I did. I want my hard earned money. 

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

  Business Response

  Date: 11/01/2022

  If you have concerns about being paid incorrectly, you should contact [client name redacted], as they are responsible for paying you, not Flores.  The dollars in question here is in regards to enrollment in a benefit provided through [client name redacted] - a *********** Flexible Sending Account (HC***) and not a Health Saving Account (HSA). A health care flexible spending account (HC***) is an employer sponsored benefit. When you experience a change in your employment status that impacts your benefits eligibility, your ability to participate in a HC*** is also impacted. 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. The benefit is not transferable, nor can the account be cashed out. If a HC*** account is positive, meaning that you have contributed more than what youve used, the account can be considered COBRA eligible. Not all employers are subject to COBRA. If your plan meets COBRA eligibility requirements, you are typically contacted by the employers COBRA administrator regarding your options for continuation of coverage.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 8,2022, I terminated my employment with M&B Learning,LLC and opted for Cobra coverage for health and dental to begin on 8/1/2022. I submitted my first payment online through their website on 7/29/2022 for $654.18to cover the month of August. Although I was informed by my handling agent, *****************************, that it may take 10 days to process, I received an email confirmation of receipt of payment several days later. I did not think there were any issues and I was covered. I noticed logging into the website that it continued to show I owed for the August invoice even though right below it showed payment received. On 8/22/2022, I submitted another payment of $654.18 to cover September's invoice. Again, I received an email confirmation that payment had been received. I was shocked to receive an email a few days later stating my August invoice was past due. When I contacted ***************************** , she informed that it was an "IT" issue and my account should be fixed the next day. It wasn't. When I called again, I spoke with ***** who said it must be an issue with accounting and that someone would contact me by the end of the day. No one did. My husband has called several times about the issues as well since I am in a classroom teaching on weekdays. He has encountered the same response. Flores informed him that they can see where payments have been made but can't explain why they have not been applied to the invoices. " Someone will call by the end of the day " . No one ever does. I have also sent numerous emails that have gone unanswered. Where has my money gone ??? I want most for my health coverage to continue but I am now beyond frustrated as to if I am covered or has my money been taken by a fraudulent company.

  Business Response

  Date: 09/06/2022

  Our customer service team has been in contact with *********************** numerous times, most recently 9/2/2022 and we have requested if she could provide the bank statements for the invoices taken from her account to resolve the banking discrepancy.   Once the statements are provided, we will be able to verify the cause of the issue reported by ***********************.

  Customer Answer

  Date: 09/07/2022

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