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:10/26/2022

  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.

  Hello, I retired from my company on Aug 1st 2022, during my time of employment Benefit Resource was used to issue commuter travelling, this was done by withdrawing a small amount from my pay. During the pandemic I started working from home In Mar 2020, so during that time my account increased significantly, I started going back into the office no more than 2 days a week in the summer of 2021, upon retiring I contacted Benefit to find out about retrieving may balance but I was always told that they haven't receive any information from my company about my status. The last time I called was on Sept 29th and was told the same and was also informed I can continue to use my card until they receive info on my status, I called again on Oct 4th at that time i was told they received information from my employer and my account was closed on Oct 1st , and was then informed my account is closed so my balance is forfeited and I feel that wasn't appropriate.

  Business Response

  Date: 11/16/2022

  Dear Maurice,  I have received and reviewed your case. With this IRS regulated pretax benefit, employers are required to select things like deadlines, eligibility of expenses and who is eligible to participate. Failing to do any of these would result in possible fines or even the employer losing the benefit for all of their employees. This employer's plan is designed with the following parameters:  1. If you become ineligible (including termination of employment) to participate:  a. Any tax-free funds remaining in an account at the end of the month in which you become ineligible are taxable   b. Account balances will be available via the Beniversal Card through the end of the month following the last month of eligibility.   c. For claim reimbursement of eligible workplace parking and vanpool expenses:    * Eligible expenses must be provided after your effective date in the plan and through your last month of eligibility    * Claims must be received by Benefit Resource by the end of the month following the last month of eligibility.   d. Any funds remaining in an account after this will be forfeited. This information can be found under your plan documentation created by your employer in your online account at any time.  In your case, this resulted in funds being forfeited after the above plan limits passed. It is the participant's responsibility to understand the plans they enroll in, and utilize BRI with any questions to help along the way. Thank you for your understanding in this manner 

  Customer Answer

  Date: 11/17/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   Regards, 
  
  ******* ***** 
  
  
  
  At this point all is asking for is to reinstate my beneversal card for one month so I can use it, it just a misunderstanding with the person I spoke to initially, they weren’t very knowledgeable otherwise we wouldn’t be here, instead of telling me that I have a certain amount of time to use my the card or balances will be forfeited, they told me that they cannot help me until the receive notice from my employer, this is just remnants from Covid, had I been going into the office my balance wouldn’t have been so high, now that I’m retired I’m just asking your mercy to have my card reinstated for a few weeks.

• Initial Complaint

  Date:09/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My previous employer changed insurance carriers and COBRA services in May 2022. However, I wasn’t registered until after I made my payment for June 2022 to BRI COBRA.
  
  I spoke with a BRI customer service rep in July 2022 regarding a refund for the June payment and they suggested that I submit a request in writing.
  
  I submitted a request in writing on June 7, 2022 for the refund. I didn't hear back so I called on July 18, 2022 and sent a follow up request in writing the same day.
  
  The only responses I received were their standard automated response that I would be contacted within 10 business days.
  
  I sent another follow up in writing on July 25, 2022 and again on August 2, 2022.
  
  I sent a 5th attempt on August 23, 2022 - to which I received the following response from a rep named Katy in the Participant Services group:
  
  ====================
  Hello **,
  
  I am so incredibly sorry that you haven't heard back from anyone. I reached out to our internal team and I made sure you are on the refund list. Looks like some system issues but that is here nor there. All excuses aside, we are processing your refund ASAP. Unfortunately, it does take a few days but I truly made sure that you WILL get your refund. I'm so sorry!
  
  Thank you,
  ====================
  
  I have since followed up on September 12, 2022 with no response, and again today September 27, 2022.
  
  I have attached a copy of my email communication.

  Business Response

  Date: 10/03/2022

  Hello, I am terribly sorry to hear about the experience that ** had with his COBRA plan administered by BRI. In reviewing his account, I see that the refund for the month of June 2022 was made and mailed out to the address on file, on 9/23/22. It may take up to 10 business days to receive the refund check.  Thank you, Kyle P****** Benefit Resource, LLC 

  Business Response

  Date: 10/12/2022

  Hello, I apologize for the delay in receiving your refund. I have reached out to our cobra team and was informed you have received your refund check after speaking with us today. Please let me know if I can help you any further.  Thanks so much  Kyle P******  Benefit Resource, LLC 

  Customer Answer

  Date: 10/13/2022

  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.  
  
  Regards, 
  
  ** ******* 

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my COBRA policy effective 7/31/22, but was charged for the month of August 2022 through auto-pay. I contacted Customer Service on 8/25/22 and was assured that a refund would be processed within 5 business days. All communication with them for statue was on 8/25, 9/12/, 9/13 and 9/20 and I have still not received my refund as of 9/20/22. After being on hold for 2 1/2 hours each time, I'm promised a payment will come. As of today 9/20/22 they confirmed I'm owed the money but will not tell me when or why there has been a delay of 2 1/2 months. 

  Business Response

  Date: 10/12/2022

  Hello,  I am terribly sorry to hear about the experience that ********* had with her COBRA
  plan administered by BRI. In reviewing her account, I see that the refund for the auto pay billing was made and direct deposited to the account we have on file, on
  9/23/22.Please let me know if this was not received and I will do what I can to resolve this issue.    Thank you,  Kyle P******  Benefit Resource, LLC 

  Customer Answer

  Date: 10/15/2022

  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.  
  
  Regards, 
  
  ********* ****** 

• Initial Complaint

  Date:08/26/2022

  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 switched jobs and had to use BRI Cobra for May and June 2022. I paid for May and didn't start actually being able to use my benefits until the last week and a half of May because of "processing". Finally I had insurance, it said my next payment was due June 1st so I paid my payment June 1st. In June I had a Dr apt on June 7th and they informed me that my insurance ended on May 31st. I called BRI multiple times, and my issue was "escalated" with no responses. I left a message with a supervisor, no one ever got back with me. Finally the end of June came and I still didn't have insurance. I called and spoke to customer service AGAIN on June 28th, I told her I wanted a refund since I never received my insurance. She had me email participate services and tell them I wanted to cancel as of June 1st and she was going to attach a note for a refund. On July 19th I FINALLY received an email back saying they canceled my insurance as requested and I'd be receiving a refund of $766.02 and that it would take 7-10 business days. After waiting over 10 business days I still hadn't received my refund. I emailed participate services on Aug 5th and let them know I still hadn't received my refund. No one got back to me so I called customer service AGAIN on Aug 12th, they escalated the the issue for the millionth time. Its now Aug 26th and I still have no refund, no call backs, literally no one from this company trying to help me. I called and talked to the operator and told her I do not want to speak to customer service that I wanted a manager. After waiting 30 min on hold the operator came back and offered for the manager to call me back or I could continue to wait on hold. I let her know I've been waiting for managers to call me back several times and they never do so I'd rather wait on hold. So I then continued to wait another 10 minutes and an automatic answering machine came on and made me leave a message for the manager to call me back. Still NOTHING!! I WANT MY MONEY!!

  Business Response

  Date: 09/09/2022

  Hello,

  
  I am terribly sorry to hear about the experience that
  ********* had with her COBRA plan administered by BRI. In reviewing her account,
  I see that the first payment for the month of May 2022 was made by ********* on
  5/6/22 and BRI sent a reinstatement request to the insurance carrier on
  5/10/22. We received a confirmation email from the insurance carrier on 5/12/22
  that *********’s coverage was activated on their end, which is normally the
  final step in the process. On BRI’s end, *********’s COBRA has been fully
  active since 5/10/22 when we notified the insurance carrier. Unfortunately, the
  insurance carrier did not complete the activation on their end even though a
  confirmation was sent to us. We reached out to the insurance carrier multiple
  times after ********* informed us of this error to assist with fixing the
  carrier’s mistake, until ********* decided to cancel her coverage backdated to
  5/31/22.

  Regarding the refund for *********’s June premium, I do see
  the check having officially been processed by our accounting team on 9/6/22 and
  mailed out to the home address on file on 9/6/22.

  
  Thank you,
  David Stehler
  Benefit Resource, LLC