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:01/04/2024

  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.

  A few weeks prior, I initiated the application for a benefit card that, regrettably, has yet to materialize. Consequently, I proceeded to personally procure my eyeglasses, incurring expenses that I subsequently documented through the submission of the corresponding receipt. Despite diligent attempts via telephone, email, and online chat, my endeavors to engage with a representative concerning the claim and card have been met with unresponsiveness, as they have failed to return calls or respond to emails.

  Business Response

  Date: 01/09/2024

  *******, Firstly I wanted to apologize for the issues you have experienced with your account administered by BRI. Upon investigation, it looks like proper documentation was received on 1/2/24 and the claim was approved on 1/5/24. Your account has now been exhausted. If you need any assistance, please let me know. Thanks so much! Kyle P****** PSD Manager

• Initial Complaint

  Date:01/02/2024

  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.

  The level of service provided by BRI for its regular ***** benefits is unacceptable. It is nearly impossible to speak with a BRI representative, they don’t respond to emails, and they have provided incorrect information. As a result, my spouse and I have not received our medical benefit info for 2024, which means we have had to postpone medical appointments since we do not have our new provider and insurance info (**** was no longer an option, so we had to change to *****). Most recently, I tried to connect with BRI on 1/2/24 (line was disconnected multiple times, I was on hold for hours, and I’m still waiting for a rep to call me back to resolve this time-sensitive matter).
  
  After receiving an automated message (on 12/29/23) that my medical coverage was being terminated as of 12/31/23 I attempted to reach BRI via phone, but I received a recording indicating to leave my email. I also followed with an email to BRI. However, all my emails to BRI have gone unanswered (inquiry on 12/11/23, open enrollment submission on 12/18/23, and ***** support on 12/21/23).
  
  As shared with BRI:
  On 12/11/23, I elected my ***** continuation as a result of the loss of my job. I then provided my completed ***** election/change form (for 2024 open enrollment) via email on 12/18/23. On 12/21/23, I was told it was received and will be processed, but I have not received confirmation of my medical coverage for 2024.
  
  I received an additional message from BRI, directing me to ******* Health, but they are not showing my 2024 elections for the new insurance provider (***** vs. ****). On 12/21/23, I inquired about the change from **** to *****. No response was received to this email, but in speaking with a BRI representative on 12/21/23, I was assured that my 2024 enrollment was received and that there was no change to my insurance cards. However, that is obviously not the case as I'm now being informed our coverage is being terminated as of 12/31/23. It is critical that this is resolved ASAP.

  Business Response

  Date: 01/18/2024

  *****, Firstly I wanted to apologize for the issues you have experienced with ***** administered by BRI. Upon investigation my team received the form around 12/18/23 Your carrier has responded and you have been updated with all carriers effective 1/1/24. New cards may take up to 14 days to receive, please let me know if you do not get your cards by Monday. Thanks so much.  Kyle P****** PSD Manager 

  Customer Answer

  Date: 01/18/2024

  I have reviewed the response made by the business in reference to complaint ID ********. Although my matter is now resolved, the resolution is not fully satisfactory to me. The business is still unaccountable - not explaining why there was a delay, nor explaining the timing of their communications, nor acknowledging their team provided incorrect information. Additionally, they are unresponsive to communications. It’s unfortunate the hoops people have to go through for ***** benefits administered by BRI. 
  
  Be well, ***** *******

• Initial Complaint

  Date:12/21/2023

  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.

  I was recently laid off by my employer. The employer has, in genuinely good faith, offered to cover my COBRA payments for three month. I have been trying for weeks (with over ten calls) to understand why I cannot log in to my account to sign up for COBRA and make the necessary arrangements. Typically the automated system hangs up on me. When I am able request a callback it typically happens over eight hours later, at which time I am typically not at my computer.

  Business Response

  Date: 12/22/2023

  Kenneth, 

  Firstly I wanted to apologize for the issues you have experienced with your account administered by BRI. To best assist you one of our senior cobra specialists have called and left you a voicemail. Please let me know if we can provide any further assistance. 

   

  Thanks so much 

  Cobra Administration 

• Initial Complaint

  Date:12/21/2023

  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.

  This company administers my medical FSA. I currently have $2,699,69 that I can not access, each time a medical facility attempts to charge the card , the ca d is declined and noted as invalid.
  
  I have spent hours on the phone and online trying to reach someone to resolve this issue, only to be rerouted, disconnected, or left in a que indefinitely.
  
  BRI has provided no support in the resolution of an issue with the credit card that was provided to access these funds.
  
  I would like my money returned, so that I may use for medical expenses.

  Business Response

  Date: 12/27/2023

  ******, First I wanted to apologize for the issues you have experienced with your FSA managed by BRI. Upon investigation it does look like we were able to get what we needed from your receipts last thursday and lift the suspension on your account. We need to validate certain receipts due to IRS regulations and I apologize for the issues experienced. Please let me know if I can help any further.  Thanks so much  Kyle P****** PSD Manager 

• Initial Complaint

  Date:12/21/2023

  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.

  BRI handled my FSA and when I left my employer they told me I had to submit receipts for periods of when I was employed by that company. I did, 3 times and they denied every app for reimbursement. I've called multiple times and was told the dates of service were not correct and I left messages with managers multiple times(because they will not answer the phone) and never got a call back. Any money I saved by using their FSA was lost when they took hundreds of dollars from me. I am currently in contact with the head of budgeting at the state agency I was employed at to try to get my money back. Buyer beware!

  Business Response

  Date: 12/27/2023

  ******* 

  Firstly I wanted to apologize for the issues you have experienced with your FSA administered by BRI. Upon investigation, I see your termination date is 1/17/2023. Claims cannot be submitted for after this date. If this date is incorrect please contact your employer and we would be more than happy to assist. 

   

  Thanks so much 

   

  Kyle P****** 

  PSD Manager 

  Customer Answer

  Date: 12/27/2023

  Better Business Bureau:
  
  
  
  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 

  As stated, I have turned in multiple payment receipts for a hospital visit that was during my coverage periods. I have either met the criteria for reimbursement or have never been told why my receipt of payment does not qualify as proper documentation as every time I have left a message for a manager, no one has gotten back to me. 

  
  
  
  Regards,
  
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/08/2023

  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 have been taxed monthly for a commuter tax and now the money has accumulated to $6000. I’m unable to use it because I do not ride transportation.
  
  I never signed up for this and was told by associates of the BRI company that my boss would have had to approve it for it to go through and my boss has denied putting this paperwork in.
  
  There is an error in the system because I hold several jobs and none of them tax me for this.
  
  I spoke to several associates and they let me know if there is an error that I am able to get my money sent back to me. I have been calling for months and have been sent around different members and never actually getting to a manager.
  
  Once I finally got to a manager, after months of contact they denied sending me my money.
  
  But again after months of speaking to associates they have said that if there’s an error that I’m able to get my money back. I am trying to get my earned money back to me because it’s sitting in an account unable to be used.
  
  This is not a small amount of money and it is money that I worked for. This needs to be rectified immediately or I will be taking further legal action.

  Business Response

  Date: 01/10/2024

  *******, First I wanted to apologize for the issues with your commuter account administered by BRI. Upon looking into this I contacted your employer on 1/9/2024, after speaking to them It was determined that they have proof of your election into this benefit. Additionally, if elections needed to be changed, they could have been changed at various times to avoid contributions that were too high. Unfortunately due to this and IRS regulations, we would be unable to refund this account. However, you are able to use these funds for eligible expenses at any time. Thanks so much.  Kyle P****** PSD Manager 

• Initial Complaint

  Date:12/04/2023

  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 have been using Benefit Resource as my benefits admin since I left my job in June- I began making payments to Benefit Resource in July for both dental and medical benefits.
  My medical benefits have been fine but my dental experience has been a NIGHTMARE. I have made on time dental payments but my dental coverage has never started since I moved to them. The dentist is getting impatient because plan wont pay out because they have no record of my registration- I have filed tickets, left voicemails for supervisors and even emailed with no response. I WANT MY COVERAGE I PAID FOR AND SOMEONE NEEDS TO CALL ME BACK WITH A REAL SOLUTION

  Business Response

  Date: 12/20/2023

  We
  apologize for any inconvenience ****** ******* experienced while trying to obtain
  access to her dental coverage as well as the denial of her claims.Our
  role as a third-party benefits administrator is to assist businesses in maintaining
  COBRA compliance and assuring their former employees are offered benefits
  continuation in a timely manner after their departure. In short, we are responsible
  for helping participants through the election and payment process for their
  COBRA coverage, communicating elections to former employers and insurance
  carriers, and transmitting premium payments to former employers.Once
  a participant elects and pays for their COBRA coverage, BRI notifies the
  appropriate party, which is either the insurance carrier and/or the participant’s
  former employer group, that the participant has elected to enroll in COBRA
  coverage. The insurance carrier and/or the former employer group are
  responsible for ensuring the participant’s enrollment and ensuring coverage is
  reflected as active in all systems based on that notification. BRI also
  collects payment from the participant and sends 100% of the premium to the
  former employer group directly to pay the insurance carrier directly for the
  participants coverage.The
  following timeline of events reflects our knowledge of Mrs. ******’s experience.07/11/2023 – BRI sent notice to Principal that Mrs. ******* had elected and paid for Employee + Family COBRA coverage and needed to be reinstated effective 07/01/2023.07/14/2023 – BRI received confirmation from Principal that Mrs. ******* and her family had been successfully enrolled onto Dental coverage.10/04/2023 – Mrs. ******* called BRI and informed us that she was having dental claims denied by Principal for herself and family. BRI created Case #******** to research and provide resolution to Mrs. ******s.10/30/2023 – BRI reached out to Principal advising that we previously received confirmation of enrollment for Mrs. ******* and family and that claims were now being denied.11/07/2023 – Principal reached out advising that the account had “lapsed” due to payment not being received.11/13/2023 – BRI escalated the issue with the former employer group’s BRI Account Manager further.12/01/2023 – BRI escalated the issue with the former employer groups broker advising them that Principal had lapsed the account due to lack of payment.12/04/2023 – BRI contacted the client advising that principal never received payment as well.12/05/2023 – BRI received an updated address from the former employer group and participant premium was resent to the correct address as previous payment was never received due to the change in address.Mrs.
  ******* premium payment should now have been submitted to the carrier
  successfully by the former employer group and Principal should now have Mrs.
  ******* and her family enrolled with dental coverage.On behalf of BRI, we
  sincerely apologize to Mrs. ******* for the delay in service she received, as
  BRI well outside of our expected email response time. Since her interactions, BRI
  has implemented process improvements to ensure that any of our participants
  moving forward will not experience the same delays.Please
  let us know if you need additional information or have further questions or
  concerns.Thank
  you,Kyle P******PSD Manager 

• Initial Complaint

  Date:11/29/2023

  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 have provided BRI money weekly from my paycheck as they are supposedly managing my Health Savings account. They deny the claims and are not responsive to call or chat via their website. There is no way to speak to anyone, the customer is beholden to whenever they decide to call you back. If you can not answer at that moment, start over again.
  
  I am questioning if other users have a similar experience, and if their funds are forfeited to BRI's advantage.
  
  For two months I have tried repeatedly to call and chat only to be told (electronically), we will call you back. I have yet to speak to a person

  Business Response

  Date: 01/09/2024

  Dear *******, 

  Firstly I wanted to apologize for the issues you have experienced with your account administered by BRI, Upon investigation your 2023 election has been exhausted, BRI does not currently manage HSA for your employer this year. Please let me know if I can help any further. 

  Thanks so much 

  Kyle P******

  PSD MANAGER 

• Initial Complaint

  Date:11/28/2023

  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 deposited my money into this account to pay for parking a fees associated with working downtown. I no longer work for that employer and have zero parking or transportation costs. BRI says they can't give me my money back due to IRS reg's, but they can take an administrive fee from my card funds each month effectively taking all my funds. The IRS doesn't have regulations against that apparently, but they can't return my funds.

  Business Response

  Date: 12/27/2023

  ******,  Firstly I wanted to apologize for the issues you have experienced with your parking account administered by BRI.  As per the IRS rules and regulations, balances on these accounts cannot be transferred to another account or refunded to the participant. Funds must be used for the designated purpose of the account. You may spend down your balance on work related parking expenses by using your card directly OR paying out of pocket and submitting a claim for reimbursement on the BRI web. If you would like help on finding eligible expenses for these funds, I would be happy to have a team member reach out.  Thanks so much Kyle P****** PSD Manager 

• Initial Complaint

  Date:11/24/2023

  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.

  The company never informed me of the July 10th deadline to transfer funds from a ******* account to a parking account. Now I'm losing over $1000 of funds. Please advise.

  Business Response

  Date: 11/28/2023

  Dear ******** *****,   Firstly I apologize for the issues you have experienced with your account administered by BRI. Upon looking at your account, your funds are still available for use for eligible expenses, we are just not able to transfer these funds due to the covid extension ending. If you would like assistance using these funds or have questions on eligible expenses, please email ****************************************   Thanks so much  Kyle P******PSD Manager