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Benefit Resource LLC

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Complaints

Name: Benefit Resource LLC
Address: Rochester, NY, 14623-4301, USA

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

Customer Complaints Summary

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

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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:11/20/2023
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 filed my claim in early July of 2024; despite the fact that my claim is accurate and valid (which they've confirmed, repeatedly), and despite the fact that i've been following-up with them 1-2x/wk since then I still have not received re-imbursement/funds from my account. Each rep I've spoken with promises to follow-up with me personally within 24-48H which has yet to happen. All informing me that they've requeued the system to process my claim (which I can't see reflected). I've repeatedly asked to speak with leadership which has not been provided.
Early last week I was informed for the first time that the issue is entirely internal and due to an error in their system preventing payout. I requested (but was not provided) an estimated completion time; but I was promised again that I would receive further details in 48H. A full week later and still no info.
I followed-up today requesting a timeline as well as a manual payment (since their system is what's preventing being paid out the nearly $2K that i'm owned. The rep flat out declined and said I would need to wait for the details of my claim to be resolved....i informed them that numerous (upwards of 40+ at this point) reps have confirmed that it is already complete.
In my eyes; I've been more than understanding of the incident and patient to no avail.
Their failure should not be impacting me financially and their failure to resolve, follow-up, or otherwise escalate internally is unacceptable.
Business Response
Date: 11/28/2023
*******, firstly I wanted to apologize for the issues and significant delay you have had with your account administered by BRI. Upon investigation we were missing a termination date on your account which was preventing claim approval. This was resolved on 11/21 and all claims have been re-entered and approved. Please allow up to 12/5 to be reimbursed for these due to the holiday. If you have any future concerns, please reach me directly at extension *** and I would be more than happy to expedite and resolve directly. Thanks so much Kyle P****** PSD Manager
Initial Complaint
Date:11/07/2023
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.
Through employer benefits this is a pretax Heath, transit, parking account
I will be leaving this job end November 2023, I have depleted my parking account, but have over 650 dollars on my transit, requested they would transfer money sitting in transit account to parking account so I can use it but was told flat out NO. In other words: this company is stealing my hard earned money, just because they can… money is in same card is just a transfer but if I don’t use it the company keeps the money.
Business Response
Date: 11/09/2023
***, Firstly I wanted to apologize for the inconvenience you have experienced with your accounts ******* by BRI. Per the IRS we were only allowed to make transfers during the pandemic period and were not allowed to do so once the pandemic ended. This period ended as of July 11th and we are no longer allowed to complete transfers after this time. Upon investigation I see a request was put in after that time so I would be unable to override this. I apologize for any inconvenience this may cause, however upon looking at your plan details, after your employment ends, your funds would transfer into a CEP account and you would be allowed to use those funds for any eligible transit expenses.
Initial Complaint
Date:10/25/2023
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.
Sadly, these guys don’t want me to have access to my FSA funds. They find any reason to deny a claim, don’t return funds even if a claim is approved, and now they are making it impossible to get ahold of them. I submitted a bunch of claims that happened before I left my prior employer, only for them to ignore those claims and close my account. No response to emails and you can call all you want, you will never speak to a live person. They wrongfully withheld thousands and I never effectively got to use those funds.
Business Response
Date: 10/26/2023
Mr ****,   I apologize for the issues you have experienced with your account managed by BRI. Upon inspection it looks like credits were issued for every dispute by your card carrier. If you still need assistance please let us know.   Thanks so much Kyle P******PSD Manager
Customer Answer
Date: 11/02/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
No, I am referring to claims I made in the last month for several doctor visits. Instead of answering any of them, you closed my account. I am unable to login. Close the account if you want, but then send me a check for the claims. I’m attaching a pic—“member not found” is what the app says, which is a very convenient way of not paying legitimate claims.

Regards,

****** ****
Business Response
Date: 11/09/2023
Mr ****,   I just checked with our claims manager and we are not seeing a FSA enrollment for 2023, do you have proof of enrollment or can you contact your employer?   Thanks so much
Customer Answer
Date: 11/09/2023
It’s like you’re not even reading my messages. I said I left my job but submitted claims for expenses made during the eligible period. I had several doctor visits from 2022-early 2023 that had co-pays or parts not covered by insurance. I left my job in June of 2023 and submitted claims through the app up until that time period. I submitted pictures and filled out details, as required. I was told claims would be decided within 5 business days. Yet, instead of making a decision on anything, you just closed my account and pretended I never submitted anything. That is illegal. I had over $1,700 on that account, more than enough to cover the claims I submitted. That money is rightfully mine and I would like to have the claims reviewed so I can be reimbursed for my medical expenses, which is the right thing to do.

Regards,

****** ****
Business Response
Date: 11/28/2023
****,  I had our claims manager Heather review your account to make sure that nothing was incorrect. Upon review:  Looking at what was received - dates of service from 4/11/2023 - 9/12/2023 (This period of time is beyond eligible time frames for 2022 Plan Year, that does have 1,745.07 as cash balance.) Without a 2023 Plan Year election we couldn't process and pay from there either since it doesn't exists. Looking at your plan from your employer, your plan doesn't have a rollover option of ANY amount of used funding after the extended grace period/Runout period. Any unused funds left in the account at that point are forfeit. What was received in early 2023 were receipts for substantiation and they cleared. These would not be paid out because they were funds taken from your benefit card.  Unfortunately, Per the Pandemic End Calculator for a plan with 3/15 extended grace period and a 30 day run out - last eligible date to submit was 10/23/2023.  I have attached your plan highlights to this response which can additionally be found by logging into your account through BRIWEB.  Best Wishes,  Kyle P******PSD Manager
Customer Answer
Date: 11/28/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Extremely fraudulent business that did not communicate any of this until after the deadline—just look at how long it took them to respond to this! I have receipts from 2022 that were wrongfully ignored or denied as well. And that’s after taking months to return funds to my card after they sided with me on a dispute so I didn’t even have funds to use for months! In order to double-dip, they actually froze my card access claiming I had expenses I did not provide for, even though they sided with me on that dispute. I ordered new cards in mid-2023 after I lost my last ones. The same business that sent out those new cards is now claiming my plan is over. No, stop it. You slow-walked every bit of the process, starting from replenishing properly disputed funds, you wrongfully froze my account because of charges you cleared me for, you sent me new cards just a couple of months ago and did not remove my account until I started filing claims again. Hopefully everyone can see how you do business. Going forward, I might have to ask what FSA an employer uses to make sure I don’t get stuck with one so morally bankrupt again.
Regards,

****** ****
Initial Complaint
Date:10/17/2023
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 been enrolled in Commuter Benefits with the group for nearly two years with two different employers. When I left my first employer, nearly $600 remained on the card. I have asked them multiple times to send me a new card after they canceled the original card. Weeks have gone by and no new card has been sent.

Additionally, the infrastructure of the card is awful. It doesn't work when you try to input it online, it doesn't work for general rideshare organizations unless you do shared rides, and it doesn't swipe at most parking garages. It is effectively a useless benefit that holds your money hostage for months on end ... and in this economy people need their money now more than ever.

It also isn't easy to file a claim to get reimbursed for the out-of-pocket expenses I'm forced to use when the card doesn't swipe and the company's customer service is unacceptable. There are always tremendously long wait times online, via email and on the phone just to get an explanation. Lastly, the resource page on their website often has dead links and information that is not what you're looking for.

I just want my money so that I can pay for commuting expenses to and from my job. It shouldn't be this complicated for something that is supposed to be a benefit.
Business Response
Date: 10/30/2023
Good Afternoon ******, Firstly I wanted to apologize for the issues you are experiencing with you commuter extension plan managed by BRI. Upon investigation into your accounts I see that you have not activated your *** card. When you leave a previous employer the old card associated with that employer will automatically de-activate. Your account through your current employer does not include parking benefits, this would explain why the card does not work. However your *** card includes both Mass Transit and Parking. Unfortunately, the IRS does not allow personal non mass transit. I will have someone from our team reach out today to help you use your *** card. Thank you so much Kyle P****** PSD Manager
Initial Complaint
Date:09/29/2023
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.
Benefit Resource cancelled my wife's COBRA insurance as of 6/30/23 after I sent an email on 9/16/23 requesting to cancel with last date of coverage as 9/30/23. Customer Service is horrible and I consider a joke where wait time can be hours long. I've been attempting to get her insurance coverage re-instated for the past several days through the end of September in order to pick up prescriptions which has still not happened. Phone calls requesting to speak with a supervisor have never been returned. This is no way to run a business with incompetent employees.
Business Response
Date: 10/12/2023
Mr ******, Firstly, I wanted to apologize for the difficulties with your COBRA plan administered by BRI and the additional customer service issues. Looking at my records we were waiting on the carriers and this was resolved by **** on 10/6. If you still have any additional questions or concerns, please give me a call directly at extension ***. Kyle P****** Participant Services Manager Thank you
Customer Answer
Date: 10/12/2023
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:08/03/2023
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.
This business holds my Dependent FSA account that is offered through my employer. I had my annual election changed through my employer when my child stopped going to daycare, as I no longer needed it for the entire year. My elections were to end on 6/30/2023. When my company made the change it changed my election amount with Benefit Resource to a negative amount which caused Benefit Resource to decline my claim submission from 5/31/2023. It took over 30 days to get the matter resolved with the company as I had not received my reimbursement after their 10 business day turn around time. I had to follow up with them via chat and email throughout the entire month and it finally got resolved on 6/30/23. The company was cc'd on an email with my employer on that day stating my last deduction for the year would be on 6/30/23. I submitted my claim for that last deduction on 7/3/23 and, again, after not receiving my reimbursement within their turn around time I started to follow up. I've followed up via their chat 4-5 times now. They escalated it to a supervisor about 2.5 weeks ago. The supervisor was to call last week and never did. They have promised me that a supervisor will "call me soon" today via chat but I haven't heard from them. I have tried calling their business number multiple times and every time the call fails. They have $208.33 of my money with their company that has come out of my paycheck. I would expect that they have all communication from my last escalation with this same exact problem so I am not sure why this hasn't been resolved quicker.
Business Response
Date: 08/11/2023
******, Firstly I want to apologize for the issues you have experienced with your account managed by BRI. Upon investigation it looked like there was an issue where a file kept overwriting your election, after discovering this we immediately approved your claim and we have sent a direct deposit to your account of $208.33 on 08/09/23. This should appear in your account no later than 08/16/23. If you need any additional assistance, please feel free to contact me directly. Kyle P****** PSD Manager
Initial Complaint
Date:08/02/2023
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.
Due to some error between BRI & my then employer *********** *********, my FSA was never able to be activated/used.

They took money from my check for 5 months after the date they had listed as my end date but the money was never refunded
Business Response
Date: 08/25/2023
******

Firstly, I wanted to apologize for the issues you are having with your FSA administered by BRI. An FSA is a uniform coverage account where your elected deposits are taken out of every check you receive from your employer. From the records we have your end of benefits date was 12/9/2022 and your last paycheck from your employer with elections was 12/23/2022 of $125. If this is incorrect I would contact your employer to get an expedient resolution.   If you need any additional assistance please contact us and I will work to get this resolved as quickly as possible.   Thanks so much! Kyle *******

PSD Manager
Customer Answer
Date: 09/02/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
This response does not address my concern. Please see the 3 attachments I submitted with this complaint. These are emails from both BRI & my then employer *********** ********* explaining what went wrong here.  The issue was between you two & because of it, my account could never be activated. You guys never wanted to look into it & only ever said ‘file a claim’

Regards,

***** *******
Business Response
Date: 11/28/2023
******

Firstly, I wanted to apologize for the issues you are having with your FSA administered by BRI. An FSA is a uniform coverage account where your elected deposits are taken out of every check you receive from your employer. From the records we have your end of benefits date was 12/9/2022 and your last paycheck from your employer with elections was 12/23/2022 of $125. If this is incorrect I would contact your employer to get an expedient resolution.   If you need any additional assistance please contact us and I will work to get this resolved as quickly as possible.   Thanks so much!  Kyle P******  PSD Manage
Customer Answer
Date: 12/12/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

This response does not address my concern. Please see the 3 attachments I submitted with this complaint. These are emails from both BRI & my then employer Uniqlo/Fast Retailing explaining what went wrong here.  The issue was between you two & because of it, my account could never be activated. You guys never wanted to look into it & only ever said ‘file a claim’
Regards,

***** *******
Initial Complaint
Date:07/11/2023
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.
Benefit Resource BRi is the administrator of my Cobra extension. I have been paying premiums for both medical and dental coverage for over a year. My dentist brought to my attention that my coverage was "not active". I contacted Benefit Resource. They acknowledge an error on their part in not transfering information properly to ***** (my dental insurance) and said they would re-transmit. I have called Benefit Resource 3 times in the past 3 weeks, as well as emailed, to no avail (Ref case # ******). I have been paying for over 1 year, and still have no coverage!!! They do not send any email acknowledging conversations and request, and refuse to give status update other than "just wait". This is unacceptable of course. I would appreciate your help! Thank you.
Benefit Resource *** *** ******* ***** ********* ** ********** ***** ******** ** **** * ******
Business Response
Date: 08/11/2023
******, Firstly I wanted to apologize for the issues you have experienced with your COBRA account administered by BRI. Upon investigation I have found emails sent to your carrier that were never responded to and caused a lapse in coverage. This has now been completed and your coverage has been backdated to 06/01/2022. I sincerely apologize for the experience you have had up to this point. If you have any future concerns please contact me directly and I will get a resolution as quickly as possible. Kyle P****** PSD Manager
Customer Answer
Date: 08/15/2023
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 gave this update a couple business days to ensure all went
through. Unfortunately, as of today, my ***** ****** coverage is still NOT
active. Can Benefit Resource please contact ***** and appropriately
re-transmit my coverage and ENSURE it is active. As a reminder I have been paying dental insurance
premiums to Benefit Resource for over a year, and still have no coverage as far
as ***** is concerned! Please ensure my coverage is corrected and indeed active
with *****.

Regards,

****** ******
Business Response
Date: 08/25/2023
******, I apologize for the continued issues with your account, after speaking to one of our admins, their seems to be an error on your enrollment file which is preventing processing. We did try to call an hour ago to the number you provided to the BBB to get this resolved. Please respond with the best number and time to reach you. Thank you so much Kyle P****** PSD Manager
Initial Complaint
Date:06/28/2023
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 an issue with an FSA/HRA claim. I've submitted the proper paperwork and the claim continues to be denied. Customer Service will not resolve the issue and will not do follow up work necessary to try and resolve the issue.
Business Response
Date: 07/03/2023
Good Morning *****, I apologize for the issues you have encountered with your pretax account administered by BRI. Upon investigation into your account, your receipt indicates service was performed in 2022 and would be classified as a 2022 expense. Your plan only allows reimbursement for expenses from 2023. If this is inaccurate or if you need any additional assistance, please email us at *************************************** Thank you Kyle P****** Participant Services Manager
Initial Complaint
Date:06/28/2023
Type:Customer Service 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 called benefit resource to move money from my transit account to parking on June 19th and when I tried to access my BRI account online to check the status, I was told they can’t find my account! I have over $900 in my account and they re routed me to the next tier and no one answered that line for over an hour. I am extremely frustrated as I feel like my money is being held hostage and someone erroneously deleted my account instead of moving funds accordingly! I need my account reinstated and my money moved or sent back to me!
Business Response
Date: 06/28/2023
Good Afternoon *******, I apologize for the issues you have encountered with your account by BRI. All Transfers take a few days to complete, this transfer request was completed on 6/27/2023. Your current balances are as follows: $84 mass transit and parking $850. If we can help any further, please let us know. Thanks so much Kyle P****** Participant Services Manager
Customer Answer
Date: 06/29/2023
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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Benefit Resource LLC is NOT a BBB Accredited Business.