Complaints

This profile includes complaints for Benefit Resource LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Benefit Resource LLC

  Rochester, NY 14623-4301

• 

  Benefit Resource LLC

  PO Box 642 Willow Grove, PA 19090-0642

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:06/10/2025

  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.

  The company Benefit Resource, LLC (BRI) is failing to refund my hard earned $5K because I inadvertently missed their filing deadline.
  
  NOTE: I never received notification of the deadline from the company, BRI.
  
  • I was informed that many DC Gov employees are having their funds forfeited which signals that DC Gov employees are not well informed on the policies or plan deadlines. This needs to be critically addressed. Employees are not in the financial position to have funds forfeited due to lack of communication from DCHR and/or BRI to DC Gov employees.
  
  Hard-earned funds set aside for childcare costs must not be forfeited to the District; favorably adding to the District’s revenue.

  Business Response

  Date: 06/10/2025

  Mr ******,   Firstly, I want to sincerely apologize for the frustration you’ve experienced with your Dependent Care Plan administered by BRI.  After reviewing your plan agreement (attached), I regret to inform you that, per IRS regulations, any unused funds are forfeited if claims are not submitted within the 90-day run-out period. Unfortunately, these funds cannot be recovered and must be used by your employer to cover plan administration costs, in accordance with IRS guidelines. I completely understand how disappointing this situation can be. While we must strictly adhere to IRS regulations, I recommend reaching out to your employer directly. They may be able to clarify the policy further or provide additional guidance on avoiding similar issues in the future. This information can always be found on your BRIWEB account as well to ensure that this does not happen again.  Please let me know if I can assist with anything else. Best Regards  Kyle *******  SR PSD Manager   Dependent Care FSA (a) Maximum amount you can set aside per calendar year for reimbursement of eligible dependent care services, as defined by IRC Section 21(b), is limited to the smallest of the following amounts: ? $5,000 if single or if married and filing jointly; $2,500 if married and filing separately. ? The earned income of the participant. ? The earned income of the participant’s spouse. (b) For active participants: ? Eligible services must be provided: ? after your effective date in the Plan and ? during the Plan Year. (c) If you become ineligible (including termination of employment) during the Plan Year: ? Eligible services must be provided: ? after your effective date in the Plan and ? during the Plan Year in which you become ineligible. *Please review your Summary Plan Description for details of IRS regulations. Effective 01/2024 The Employer maintains a Plan Document; if anything in this document conflicts with the Plan Document, then the Plan Document controls. 2. Claims for FSAs Claim submission time frames (a) Claims must be received by Benefit Resource, Inc. before the end of the 90 day run-out after the Plan Year ends. (b) Claims denied during the run-out may be resubmitted, but must be received by Benefit Resource within 21 days after the run-out ends. (c) Eligible participants are allowed to rollover up to $640 of unused Medical FSA funds on the 15th of the month following the end of the Plan Year. The minimum amount that can rollover must be greater than $10. (d) Any funds remaining in your Medical or Dependent Care FSA after this will be forfeited. 

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My employer uses this company to manage health funds (HSA, FSA, HRA) and the money is on a benefit card that I can use for healthcare expenses.
  
  My card is expiring 7/2025 so I sent an email inquiry about receiving a replacement. I received a prompt reply instructing me to call ************ as it could not be handled via email.
  
  Today 6/6/26 I called and the phone call immediately went to several recorded messages for advertisements for medical alert device, cell phone bill reductions, and special offers for medicare patients. There was no way to bypass the messages and lasted 5 minutes. Finally, I had the option to press # to proceed, and when I did, the call was disconnected.
  
  I think it is unreasonable to have 5 minutes of commercial messages that don't direct me to an agent or attempt to resolve my reason for call.

  Customer Answer

  Date: 06/06/2025

  Please change action to "contact by business". Are you able to publish my compalint as a BBB review for me? 

  Business Response

  Date: 06/24/2025

  Hello *********,   Firstly I want to apologize for the experience that you had trying to contact us, our phone number is ***** ******** and we would be happy to help.   Thanks so much   Kyle *******  Sr PSD Manager 

• Initial Complaint

  Date:06/02/2025

  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.

  This claim is for an HRA expense account reimbursement in the amount of $298.53. I submitted two claims on the same day with the exact supporting documentation for each claim. One claim for $185.68 was approved and a check mailed to me. The other claim for $298.53 remains unpaid. This company has an inconsistent policy for approving claims when identical supporting documentation is provided and one claim is approved and one denied.

  Business Response

  Date: 06/27/2025

  ********** ******* ********,   Firstly I wanted to apologize for the issues you have had with your HRA administered by BRI. Upon investigation it looks like we have not received an explanation of benefits and are unable to reimburse you for your expenses until this is received. Your reimbursement plan is created by your employer within IRS guidelines, we must adhere to these guidelines before we are able to approve any claim.   I do apologize for the inconvenience and what is needed on these claims.   Best Regards,   Kyle *******  PSD Sr Manager 

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have $3,050.00 in a medical dental expense account that I cannot access. When I called them, they said I would only be able to be reimbursed for expenses that I had already paid when I went on FMLA in October. I do not have $3,000 more dollars of leftover medical expenses and was simply told that they would then be forfeitted.

  Business Response

  Date: 05/05/2025

  ******, Firstly I wanted to apologize for the difficulty you have experienced with your FSA administered by BRI. Upon investigation your plan highlights with your employer state that you cannot use funds past your date of ineligibility. $381.24 of funds you personally contributed was forfeited per IRS guidelines to administer your employer plan. For any additional questions regarding your plans, please refer to your employer landing page for any benefit concerns.  I do apologize for the inconvenience that this causes.  Kyle ******* PSD SR MANAGER 

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My COBRA account was transferred to *** **** effective January 1 2025. I was notified about this change by mail on January 28 2025. Since I had already paid the January premium to BRI, they advised that the premium would be transferred to *** **** and I should start paying *** in February. This did not happen and *** has cancelled by insurance due to non payment of premium. BRI is now offering to refund me the January premium, but this does not reinstate my coverage. I want BRI to pay *** and work with them to reinstate my coverage.
  
  Calls to BRI have gone unanswered, generally placing me on hold for up to 30 minutes with no returned calls.

  Business Response

  Date: 04/23/2025

  ****,   Firstly I wanted to apologize for the experience that you have had with your accounts administered by BRI. Upon looking into your account your employer cancelled with us on 1/1/25, once this happens we have to refund funds received once an employer is no longer with us. Cobra premiums are not able to be applied towards *** accounts, as that account was never with BRI and it may have been part of a separated benefits package. I would speak to your employer so they can speak to your new administer with your current benefits.  Can you please inform me what number you are calling and what options you are selecting? Our hold times have been under a minute all month and I would love to address this as soon as possible.  Thank you   Kyle Parsons PSD SR MANAGER 

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  BRI is the company my employer (*** **** ***** **** **** *******) uses for healthcare reimbursement. After medical appointments, I submit a claim to BRI to be reimbursed from my HRA/HSA account. BRI has a history of denying my claims, only to ask me to resubmit the exact same claim and have it approved on the 2nd or 3rd attempt. I believe they are doing this to hold onto my money longer as they wrongly deny my claim.
  
  I submitted a claim of $1,959.50 for reimbursement (with all the required documentation) and a balance of $13,395.95 in my VEBA account. I submitted the claim on 2/19/25 and it was denied. stating "All available plan funds have been reimbursed to you."
  
  The BRI website clearly states: "If you have a balance in both a Flexible Spending Account and HRA VEBA, reimbursement will be made from your FSA first since this is a use or lose plan and the HRA VEBA second. For example, if you submit a claim for $500 and have $400 in your FSA and $5,000 in your HRA VEBA, you will receive $400 from your FSA and the remaining $100 from your HRA VEBA. Once you exhaust your FSA, all reimbursements will be made from the HRA VEBA."
  
  I called and spoke to BRI on 2/28/25 at 3:49pm. I was told that it was an error to deny reimbursement (as it should have come out of the VEBA account which has a balance of $13,395.95) and this would be reimbursed within the next 5 business days. In fact, it was not and they have since denied my resubmitted claims on 3/05/25 and again on 3/21/25. My credit card bill is now past due and they have still not reimbursed me.

• Initial Complaint

  Date:03/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 27, 2025, I contacted BRI and created a case regarding an unresolved issue with the deductions from my HSA account. For some reason, the funds were withheld, despite my account being in good standing. On Feb. 20th, I followed all necessary verification steps (*** ************) and confirmed that I have full access to my account.
  
  To further investigate the matter, I reached out to my company’s HR department on March 13, 2025. They provided me with a detailed breakdown of the contributions made to my HSA account, stating that the credit from the deductions was submitted on March 6, 2025. Additionally, they confirmed that the funds had already cleared at their bank. Despite this, BRI has yet to respond or provide any updates regarding the status of my missing credit.
  
  As of today, March 20, 2025, I still have not received the $45.21 credit in my HSA account. Based on the outlined contributions and my expected balance, I should currently have a total of $90.42. Given the prolonged delay and lack of communication from BRI, I am seeking immediate clarification and resolution on this matter.

  Business Response

  Date: 04/03/2025

  Mr *******,  Firstly I just wanted to apologize for the experience you have had with your HSA administered by Benefit Resource. Upon investigation your employer sent funds to the incorrect account under an incorrect SSN. After checking today, this has been corrected and funding has been deposited and funds are available in your account.  Please let me know if you have any questions or I can provide further assistance.  Thanks so much  Kyle Parsons Sr PSD Manager 

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out regarding a critical issue with my insurance coverage that is preventing me from receiving my necessary medication, ********.
  
  On July 21, 2024, I was removed from my parents’ insurance after turning 26 Despite making all premium payments on time, my new insurance plan was not activated for three weeks, during which I was unable to receive my medication. As a result, my condition worsened significantly, and I nearly required hospitalization due to dangerously high inflammation levels.
  
  Additionally, my insurance plan was terminated on September 30, 2024, and I am now transitioning to a new nursing agency. However, they are showing two active insurance plans because Benefit Resource never deactivated my ***** plan. This has created a conflict, preventing the nursing agency from administering my medication. As of now, I am nearly two weeks overdue for my treatment, putting my health at serious risk.
  
  This situation is unacceptable, and I need immediate resolution to ensure I receive my medication without further delay. If this issue is not resolved promptly and I am forced into hospitalization due to lack of treatment, I will have no choice but to pursue legal action.
  
  Please address this matter as soon as possible. I appreciate your prompt attention to this urgent issue.

  Business Response

  Date: 02/24/2025

  *******,   Firstly I wanted to apologize for the experience you have had with your COBRA account administered by Benefit Resource. Upon investigating this, i do see that your benefits have been reinstated and I have attached proof from your carrier.  Please let me know if you need any other support  Thanks so much  Kyle P******  Sr PSD Manager     REINSTATEMENT:07/17/2024 - Member elected for COBRA online and made initial
  payment07/18/2024  -
  Reinstatement request was sent to ***** (OPEN CHOICE - *** ******* - Medical
  Plan - Employee Only - effective 07/22/24)08/12/2024  -
  Participant called in stating that medical was still terminated; case #******** was created to resolve08/14/2024  -
  Operations sent 2nd request as urgent to ***** requesting that the coverage be
  rush processed08/16/2024  -
  Operations Sent 3nd urgent follow up to ***** to process
  request08/19/2024  - QB called
  in for an update - provided information above08/20/2024 - Representative
  from ***** called into our service center and advised they would like to have
  the reinstatement done over the phone08/21/2024  - BRI
  called ***** and was advised to resend the request directly to ******************; Member was reinstated
  successfully over the phone confirmation #************/21/2024 - Participant was
  notified that she had been reinstated successfullyTERMINATION:11/01/2024 - Payment grace period expired/account terminated 11/01/2024 - Termination request was automatically sent to ***** same day by our system provider01/27/2025 - QB called in requesting proof of cobra termination to
  activate new coverage; As the Cobra coverage was still appearing as active with
  ***** for when providers attempted to file with the Carrier. Provided
  participant a copy of the Cobra Termination notice via email showing that COBRA
  coverage was terminated: Case #******** was created to resolve01/29/2025 - Sent 2nd request to ***** that BRI previously
  submitted termination 11/01/2024 and to please process as urgent included *********************** Urgent Cobra termination confirmation received on 01/29/25
  via case # ********From: "******** *******" ****************** Date: 01/29/2025 at 04:58 pmTo: "*******************************" ******************************* Subject: [SEND SECURE] FW: [EXTERNAL] URGENT Cobra termination - ***** ** ******** Company, Inc. - OPEN CHOICE -*** ******* ********* * ******** ******* Hello, RE: *************** ********** This urgent Cobra term request has been approved and
  processed. ******* ******* Sr. Select Answer Team, ***** 

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My employer uses this company for a Dependent Day Care Expense Account, in which I regularly get money deducted from my paycheck to pay for day care. The company says it takes “up to five business days” to get reimbursed once a claim is submitted. It’s consistently taken longer than “up to five business days” for my reimbursement. I’m usually waiting two full weeks.
  
  In addition, only a portion of my past claim was deposited into my account. I’ve been trying to reach a representative for a week now to get the remainder of my money, but have not yet heard back. It’s difficult when I -- and many others -- rely on this money.

  Customer Answer

  Date: 02/11/2025

  This issue was resolved.

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  BRI is my only option through work for medical and dependent HSA/FSA. They take an extremely long time to process reimbursement requests and if there is any type of error on your end or they mess up their review (which happens often) it takes another 2 weeks to get another review. Customer service phone number can't do anything on the phone that you can't see on the website and the only response is to just resubmit and wait and resubmit and wait.
  
  I need my money in a timely manner. Requests for receipts on your end for payments show up within a couple of days. Reimbursements should have the same amount of attention.
  
  I currently have three pending requests for reimbursements on my DCA for dates 12/27, 1/20, and 1/21. Please have someone review these requests in a timely manner.