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Business Profile

Business Consultants

Benefit Resource LLC

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 95 total complaints in the last 3 years.
    • 29 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:12/31/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 address a significant issue regarding my transit coverage account. I am a current and active employee of the ** ********** since 2020. However, I have encountered several concerns while attempting to resolve this matter:
      1. Inaccessible Customer Service:
      I have tried to contact Benefit Resource (BRI)’s customer service using the two publicly provided phone numbers on multiple days and during business hours. Each time, after providing my Social Security Number, the automated system states, “Please call again later,” and disconnects the call. This lack of accessibility is troubling, particularly when sensitive personal information is required upfront.
      2. Inconsistent Employment Status:
      After finally reaching a representative today following an extensive hold, I was informed that BRI records indicate I am no longer an employee of the ** ********** as of December 20, 2024. This is incorrect. I am currently employed and have been active since 2020. When I contacted ****, they confirmed this error originated with BRI.
      3. Conflicting Account Status:
      Despite the incorrect employment status on file, my Flexible Spending Account (FSA) remains active and current with BRI, further highlighting inconsistencies in their records.

      This situation has caused undue inconvenience, particularly as my transit card has been declined because of this error. I request that BRI immediately:
      • Investigate and correct my employment status in your records.
      • Restore functionality to my transit benefits account.
      • Confirm the resolution of this issue in writing.

      Business Response

      Date: 01/02/2025

      ******,  Firstly I wanted to apologize for the experience you have had on your account administered by BRI. Upon investigation your employer sent the wrong file which caused an improper date on our end. Once this was discovered the account was reinstated today and the card is currently active.  However,  Your statement about social security verification has me concerned as our phone systems do not do that. Are you calling ************? Our agents will ask for your member Id for any account access help but this asked for by the system.  Thank you so much   Kyle P******  PSD SR Manager  

      Customer Answer

      Date: 01/02/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   I just checked the website and the incorrect information is still showing. My 2025 balances are not showing. 

      Regards, 

      ******* ******
       

      Business Response

      Date: 01/02/2025

      *******,  I apologize,  We have not received any enrollment information from your employer at this time.  I sincerely apologize for any delays this is causing  Kyle P******  Sr PSD Manager 

      Customer Answer

      Date: 01/02/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

      I have been notified by **** that this issue is not only occurring with me, but several ** employees have been impacted by this error. Attached is a copy from **** regarding my elections.  

      Regards, 

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

    • Initial Complaint

      Date:12/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 12/24/2024, I went onto the Benefit Resource website and submitted three claims for reimbursement. I called this morning to see why my claims have not been reviewed as yet. I was told that two of my claims were approved for reimbursement and the other claim was denied. I requested to speak with a supervisor. Jennifer, who is a supervisor came onto the phone. I proceeded to explain the situation only for her to be extremely rude and insinuated that I did not submit any claims for reimbursement. I then told her that she needed to check further because of what the representative stated to me. Jennifer put me on hold for almost ten minutes. Jennifer returns to the phone and stated that there were no reimbursements. As I attempted to speak, she cut me off. I asked her not to cut me off again. Shortly afterwards, I was speaking when Jennifer once again cuts me off. I had to tell her a second time to not cut me off. Jennifer stated that she was not trying to be rude, however, Jennifer was rude throughout the entire call. All I wanted to know was why my claims haven’t been reviewed yet, and the unprofessionalism of Jennifer the supervisor and the female representative that transferred me to Jennifer is what I received instead.

    • Initial Complaint

      Date:12/21/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Recently left an employer and this company handles the limited FSA benefits for that employer. I tried to withdraw money before I left that employer and was told that I could not withdraw anything without a “qualifying event” and I was also told that a change in employment status would qualify as a qualifying event.

      On December 20th I called telling them that I wanted to move forward with the withdrawal, and they told me that I could not. Then the person read off the list of qualifying life events which included a change in employment status as a qualifying event. But when I told the person on the other end of the phone my qualifying status, I was put on hold for 10 minutes, then they came back on and said that my change in employment status is not a qualifying event and that there is no way I could possibly withdraw the money that I deposited out of the account. They told me that I would have to use the funds for qualifying expenses only.

      Now just today I went to buy some new prescription glasses, since they would be a qualified expense, and my benefit card was declined 3 times. They deactivated the card so I can not even access my money. This is money that I earned.

      Previous to this, this company is the worst benefit manager that I have ever experienced. Their default response to every single transaction you make is that it is not qualified until you prove otherwise. And if you don’t give them a receipt that meets their expectations, they will deactivate your card. What I find really toxic about this company is that they justify all of their policies by writing and publishing supporting documents internally but acting as if the document come directly from the IRS and justifies everything they do.

      I’m supposed to be getting a call from a manager next week. When I previously requested to speak to a manager when I was on the phone with them, I was told that they had all went home for the day already, but I gotta say that I don’t believe that.

    • Initial Complaint

      Date:12/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was released from my last position on October 28, 2024. I applied for COBRA on November 11th, when I received my packet, I went online, opened an account and paid for November. I have confirmation of payment from them and the account set up. However, I have attempted to get into my account to find it locked. I have tried to call BRI several times. Today I was on line for close to three hours. THREE HOURS. i AM COMPLETELY OUT OF MEDICATION. I take a daily medication for my thyroid (don;t have one) and blood pressure. I have contacted ****** and they have not heard from BRI. I desperately need my medication. I need to pay for December but cannot get through to anyone. I have called each number available. Different states etc. Nothing......

      Business Response

      Date: 12/03/2024

      I am not familiar with ****** *****, have had no contact from or with ****** *****. 

      Customer Answer

      Date: 12/03/2024

      I am rejecting this response because:  I received confirmation of my payment:  Benefit Resource Payment Confirmation: Hi ****** *****, Thank you for making your payment! Your payment has been successfully received and your confirmation is below. Confirmation Information Payment Amount: $618.64 Payment Date: Nov 18, 2024 Confirmation #: ************************ Thank You, Benefit Resource 
      ****************************  Mon, Nov 18, 11:43?AM Dear ****** *****, You are receiving this email because you have either registered for the first time or changed your email address. To complete the process the email address ********************** associated with your Benefit Resource account, needs to be validated. Please follow the link below to continue the validation process. Validate Email If you did not initiate this request or it was generated in error, please contact the Customer Service Department at ***** ********* Sincerely, Benefit Resource I can forward the emails to you.  I do not have any medication!!  I haven't been able to reach them because the phone either never gets picked up or the call is dropped.  Try dialing and redialing for three hours. Perhaps the California Consumer Protection Agency can help or the department of Insurance.  

      Sincerely, 

      ****** *****

      Customer Answer

      Date: 12/09/2024

       I also have a screen print of my hour and 15 minute wait on the phone for COBRA assistance. No one ever picked up, just a recording that asks if you want a call back.  I did that twice and never got a call back so I stayed on the phone for an hour and 15 minutes which is when we took the pic of my phone, I still stayed on another 15 minutes.  I have thyroid disease and need my medications.  ****** worked with me to get my thyroid and estrogen approved.  But my blood pressure medication is due to run out also. But ****** has not heard from BRI.  

      Business Response

      Date: 01/03/2025

      ******,  Firstly I wanted to apologize for the experience you have had with your account administered by BRI. Upon investigation ****** sent us confirmation on 12/26/24 that your coverage is now active. I do apologize for the delay and the experience you had on the phones. We have tripled our COBRA staffing since then and I encourage you to give us another try or contact me directly at any point.  Thanks so much  Kyle P******  PSD Sr Manager  

      Customer Answer

      Date: 01/03/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to make note that for a company that has never heard of me, apparently I did and do exist.  If at anytime this becomes an issue for someone else.  I timed and took pictures of all my calls to BRI in case there was further confusion that I called. Also noted that any attempt to use the callback feature failed miserably, NOONE EVER CALLED BACK via that medium.  

      Regards, 

      ****** *****

    • Initial Complaint

      Date:12/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 changed employers and the money I had in my HSA through BRi is now unable to be found/accessed. They have told me a different answer EVERY single time I have contacted them. I have filled out transfer forms, I have been told this should have been transferred automatically, I have been told they would file a report to have higher ups handle it, all to no avail. This is my money that I can not access and with surgery coming up they are seemingly holding my money hostage. I am furious because they are not helpful and do not care.

      Business Response

      Date: 01/09/2025

      ******,   I do apologize for the experience you have had with your HSA administered by BRI. Upon investigation it does look like you were previously given misinformation but after looking at the transaction history, the funds are held by *** ****. The information was shared with you on December 30th of 2024. Please let us know if you are still unable to access these funds.  Please let me know if you need any further assistance or support.   Thanks so much   Kyle P******  PSD Sr Manager 

    • Initial Complaint

      Date:11/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a registered HSA participant from a company **** ********** and have a HSA balance around 3k with Briweb, I moved out of Octo June 2023 and I am unable to get my contribution ( roughly $3000) to my HSA bank account in ********. I ma unable to login to my BRIWEB account and unable to catch hold of a representative in the last 2 months. I spoke to Tracy on 09/23/24 and she opened a ticket ******** to resolve and get back my contribution money. But haven't received any so far.I need the money back to my ******** HSA bank.

    • Initial Complaint

      Date:10/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Benefit Resources Inc (*** ******* ****** ********* ** *********** is the COBRA coverage administrator to continue my employer's heath care coverage after departure. I have tried to call all two phone numbers publicly provided by Benefits Resources to contact customer service on multiple days and at multiple business hours. Once I reach the customer service line, the automated message says "Please call again later" and drops the call.

      It is concerning that 1) They require your social security number (which I already provided, unfortunately), and then 2) no human can be reached (as common in scams), 3) the automated voice is the same as I hear in spam calls I receive, 4) They require payment and "plan selection" but do not provide or link to the benefits provider's website so there is no explanation of benefits available before payment is made - also sketchy.

      I would appreciate an investigation into this company and also contact by the business. Thank you!

      Business Response

      Date: 10/09/2024

      *********,   Firstly I wanted to apologize for the issues you have experienced with your COBRA benefits administered by BRI. I have had a COBRA manager email you and call you today to get to the bottom of this and to provide an expedient resolution. Please let me know if this is not resolved by Monday, I apologize for the experience you have had.   Thank you  Kyle P******  Sr PSD Manager 

    • Initial Complaint

      Date:09/22/2024

      Type:Billing Issues
      Status:
      Answered
      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 August 21, 2024, an unauthorized withdrawal of $573 was made from my Health Savings Account (HSA) by BRI. Despite immediate communication with BRI's customer service and my employer's HR department confirming the error, the amount has not been reinstated to my account.

      Repeated attempts to resolve this through customer service have been unsuccessful. I am informed each time that I will receive a callback, which never occurs. This situation has persisted for over a month without any resolution or satisfactory explanation from BRI.

      The lack of access to these funds has directly impacted my ability to pay for necessary medical appointments. I am seeking a full explanation, restitution of the $573 wrongly taken, and assurance of non-recurrence. Additionally, I request documentation justifying the initial withdrawal, which according to my account statements, was unwarranted.

      I have not received any advertising related to this issue. I expect a timely and fair resolution to this matter to avoid further inconvenience.

      Business Response

      Date: 10/09/2024

      *******,   Firstly I wanted to apologize for the experience you have had with your HSA administered by BRI. Upon investigation The two transactions withdrawals add up to $573.02. The $550 and the $23.04. They are both showing in the 2023 plan year for 2024 transactions and per our records you were not enrolled in 2023. We spoke to your employer about this and they will be reaching out with an account manager to resolve no later than next Friday.   Thanks so much   Kyle P******  Sr PSD Manager 

    • Initial Complaint

      Date:09/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      In July, I was made aware that the funds in my Benefit Resource HSA account were tied to a ***** ****** account. The amount of money in the BRI account does not match the ***** ****** account because one transaction for $129.08 that is posted in BRI was not transferred to ***** ******. This means that my account is currently missing money and I am unable to access the full amount of money that I should have.
      I have explained this to multiple employees of BRI and have been told that it's being worked on, but this issue has yet to be resolved. Instead, I have spent hours on the phone, have been lied to repeatedly when I've been told that I will receive a call back regarding my account, and have been hung up on multiple times. I have requested to speak with supervisors and have instead been sent to a voicemail that is supposedly for the escalation department. Again, I have not received a call back. 
      I have initiated calls with BRI the following days and times:
      Sep 17, 2024 2:58 pm
      Sep 09, 2024 11:20 am
      Sep 09, 2024 11:02 am
      Aug 29, 2024 8:19 am
      Aug 29, 2024 7:46 am
      Aug 26, 2024 3:07 pm
      Aug 22, 2024 2:59 pm
      Aug 19, 2024 7:42 am
      Aug 12, 2024 7:21 am
      Aug 08, 2024 2:44 pm
      Aug 08, 2024 1:34 pm
      Aug 06, 2024 10:08 am
      Aug 06, 2024 9:55 am
      Aug 06, 2024 9:54 am
      Aug 01, 2024 2:53 pm
      Aug 01, 2024 1:50 pm

      16 phone calls over 6 weeks and the error still has not been corrected. 

      Business Response

      Date: 10/09/2024

      Mrs ****,  I do apologize for the experience you have had with your HSA administered by BRI. Upon speaking to you earlier last month we were able to contact the bank to get this resolved. This is not the experience you should have had and we have made several changes to make sure this does not repeat.   If you have any other concerns, please let me know.   Thank you   Kyle P******  Sr PSD Manager 

    • Initial Complaint

      Date:09/13/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Benefit Resource for things like New York Paid Family Leave and dependent care FSA. I am use them for dependent care FSA. There was an issue two weeks ago, with the standard amount deducted from my paycheck getting incorrectly transmitted to Benefit Resource, resulting in half of my reimbursement missing. My household relies on this, so I immediately followed up by email, and then called. The end result of the emails and calls (it took a while) was that I was instructed to contact my employer's payroll department. I did this and my employer relayed to me that this issue was resolved and that by Monday September 9, I would see the missing funds in my account. This did not happen. I emailed my payroll associate and emailed Benefit Resource. I attempted to call, but was unable to get through to anyone. I then received a voicemail from Benefit Resource saying that I needed to contact my payroll associate.

      It is now a new payroll date so I should, again, receive my standard dependent care reimbursement. Now I have received no funds at all --- both the original missing half and now the entire next batch of funds.

      After logging into my online portal, seeing that my account now has a negative balance (I do not know how this is possible, as I've received no recent funds), I was on hold and finally got through to a representative. The representative then explained how dependent care worked and let me know that they would get in touch with my account manager to relay that I had gotten in touch with my payroll office. I asked to speak with my account manager and I was told they were not available, now I am on hold with occasional check ins, and was told that it is "unrealistic" that I will be able to speak with anyone about my account balance.

      This is truly unacceptable. I have been trying to speak with my account manager for weeks now, and phone and email responses will not put me in touch with them/

      Business Response

      Date: 09/16/2024

      *****,   Firstly I wanted to apologize for the issues you have experienced with your DCFSA administered by BRI. Upon investigation, we are waiting on a file from your employer to correct funding in the account. BRI does not control funding amounts as these directly come from your employer. Please contact your payroll department and we would be happy to assist when we receive the proper funding file.   Thanks so much  Kyle P******  Sr PSD Manager 

      Customer Answer

      Date: 09/19/2024

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   
      Benefit Resource says that they are waiting on a file from my employer to correct the amount, however I am concerned that there have been missed communications between my employer and Benefit Resource as my payroll/HR department says they have submitted information to Benefit Resource and followed up with them on 9/17. It appears that Benefit Resource is not taking responsibility for the services or services miscommunications/failures that are affecting both one of their institutional clients (my employer) and one of their individual clients (me through my employer). I am being put in a back and forth, and quite frankly: when I call my payroll/HR department, I get an answer and an explanation whereas Benefit Resource has demonstrated no effort to get this resolved. This is not resolved and this insurance company needs to do its due diligence to correct the issue. 

      Regards,

      ***** *********
       

      Business Response

      Date: 10/10/2024

      *****,  I sincerely apologize for the delay in this matter. Since this has still been unresolved I have requested your account manager to schedule a 3 way call between you and your employer to get to a full understanding.  I will personally contact you next week to follow up and ensure this has been taken care of and all files are sorted.  Thank you  Kyle P******  Sr PSD Manager 

      Customer Answer

      Date: 10/11/2024

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

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

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