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.

close

Find a Location

Benefit Resource LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/20/2023

  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 signed up with Benefit Resource at work. This company provides a debit/credit card to use pre-tax money, drawn directly from my pay, to purchase subway, bus, or commuter rail fare. The card the company sent is too thin to work in NYC *** or ***** ***** vending machines to purchase tickets or put money on the NYC ***** card. The company will not reimburse using receipts because they cite an IRS law against doing that. However, they did not post that warning on their website and my employer did not alert me. As it stands, I am out $194.00 with no way of getting it back. Buyer Beware of this company.

  Business Response

  Date: 06/15/2023

  Hello ***,  I apologize for the issues you have experienced with your commuter plan managed by BRI, Unfortunately I am unable to find your account, can you provide your name as it appears and your employer? However, Our cards also support e-wallets for *** transactions, my team would be happy to assist with this if you email us at ***************************************. If I can be of any further assistance please respond with your information and I will be happy to help!   Thanks so much!  Kyle P****** Operations Manager  

• Initial Complaint

  Date:04/27/2023

  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.

  We were about a week late in filing our claim for dependent care expenses so BRI is now claiming that it is too late and we are not receiving our money. They have effectively stolen our money because of this. BRI customer support has been impossible to get ahold of except for over email, where they just respond with the same thing every time and never escalate to help explain the situation fully. My employer has told me to go to BRI for help on this matter yet BRI claims this situation is on my employer. Calling over the phone you are on hold for hours until disconnected. We're missing a lot of money because we elected to use this service that now has our funds and are not releasing them.

  Business Response

  Date: 05/05/2023

  Good Morning ****,  Firstly I wanted to apologize for the issues you have experienced with your dependent care account. I would love to help you find a resolution but I am unable to find a matching account. Can you provide me with a few more details such as your employer?  for privacy purposes you can email me directly at **************************** Thanks so much  Kyle P******  Participant Services Manager 

• Initial Complaint

  Date:04/07/2023

  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.

  Impossible to get ahold of anyone in support. I constantly get the runaround. They pretend someone is available to speak to me, but really they just make you wait until you just leave a message for someone to "maybe" call you back. On hold too many times with no resolution. Chat also has no response. They don't do anything here. I have also reached out to my employer of my dismay.
  
  I record all my calls. Attached is the 5 calls I've had for JUST today. Also attached is my chat where nothing happens. You can hear my frustration to the point before I become irate. I promised I would send this company to the BBB if I don't get a response and be properly handled. Here is the BBB filing.

  Business Response

  Date: 04/18/2023

  Good Morning *******,  First of all I wanted to apologize for the difficulties you have experienced with our phone system, during peak times the system offers a callback option and we return all requests within 24 hours. You can additionally reach us at ***************************************. However, upon looking at your account I see that your rollover account issue was taken care of on 4/10/23. If you have any other questions or concerns please email us or request to speak with a supervisor when calling in and we will try to resolve any other concerns as expeditiously as possible. Thanks so much Kyle P****** PSD Manager 

• Initial Complaint

  Date:03/15/2023

  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 have called this company NUMEROUS times to resolve an issue. They paid a FSA benefit, but claim the receipt doesn't provide valid information. I have reached out to the doctor involved, and we are NOT GETTING another receipt, so Benefit Resources can either accept what they have, or not, and go after the doctor themselves for documentation or reimbursement.
  THREE TIMES yesterday I sat on hold for 30 minutes, and then got hung up on. Today I was on hold for 23 minutes, and then got hung up on. I logged into my web account to do a chat online, and SHOCKER, that was not working either and they are having "technical difficulties". It is no wonder they have 2.2 google star reviews. That seems way too high in my opinion. I have never, ever worked with such an incompatant company.

  Business Response

  Date: 03/20/2023

  Hello *****,Thank you for taking the time to contact Benefit Resource, LLC.
  regarding your account.  Please accept our sincerest apologies for the
  many times you called our company to resolve this issue of your receipt
  request.  In viewing your
  account, we see that there were 3 claims that were denied because the funds in
  your account were exhausted.  Those denied claims have been applied to your
  receipt request to satisfy the requirements of the IRS.  Your account is
  in good standing. If I can provide any additional assistance please let me know. Thanks so much Kyle P****** PSD Manager

• Initial Complaint

  Date:03/07/2023

  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 a commuter benefits account with Benefit Resource that I used to purchase train tickets before the pandemic. When my office became a 100% remote workplace I immediately changed my commuter benefit elections to $0. However, Benefit Resource continued to transfer my money to that account without my knowledge. I spoke with a BRI employee via their online chat, and they confirmed the changes I made to that account. I have reported this issue to BRI about a dozen times. Each time they have either ignored my inquiries or told me I didn't make those changes to the account. I believe this was a technical error on their part, their system was likely inundated with enrollment changes at the time. All I ask is that they return those funds to me.

  Business Response

  Date: 03/15/2023

  Good Afternoon Mr ******,   I apologize for the issues you have experienced with your commuter account managed by BRI. After looking at your account I see you chatted one of my reps on 12/12/2022. After that point we did check your contributions and no new contributions have been made since 10/15/20, after your election change on 10/16/20. Your last contribution on 10/15/20 totaled to $216 and brings your total available balance for reimbursement to $1578.40 for you to use. This amount will continue to roll over every year until the account is exhausted.    If you have any additional questions or concerns please let me know. I am glad to have assisted you today!   Thanks so much   Kyle P******PSD Manager 

  Customer Answer

  Date: 03/16/2023

  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 below. 
  I changed my benefit elections 03/07/2020. My BRI account has since accumulated a large amount of money without my knowledge or permission. This is theft. The funds are only available for use in mass transit, I cannot/have no use for the funds in that way. I need to be reimbursed for any funds added to my Mass Transit account after March 7, 2020. 
  
  Regards, 
  **** ***** ****** 

  Business Response

  Date: 03/17/2023

  Dear Ms ******,   Did you perhaps make the march election change directly with your employer? I have attached the system records that we have with exact tracking numbers, for every time an election change was made.   Thanks so much Kyle P******  PSD Manager  

  Customer Answer

  Date: 03/20/2023

  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 below. 
  
  I did not make any election changes directly with my employer. The only way I know how to make those changes is via BRI. 
  
  Regards, 
  
  ***** ******

  Business Response

  Date: 03/21/2023

   Hello *****,  I sincerely apologize but we have no record of any contribution changes on your account or any emails asking for a manual adjustment. Without this we are unable to refund your contributions. However, you are still able to use these funds for any eligible expenses in the future.  If you need any additional assistance at all, please contact us and we would be glad to provide guidance on accessing or using the funds in your account.   Thanks so much Kyle P****** PSD Manager 

  Customer Answer

  Date: 03/21/2023

  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 below. 
  
  BRI has repeatedly given me the same response, and it is not acceptable. The funds were withdrawn without my knowledge or consent. This was during the peak of Covid when a lot of people were probably making changes to their accounts. How do you know that there wasn't a technical error? I'm sure I am not the only person that has had this issue. Any funds added to my Mass Transit account after March need to be returned.  
  Regards, 
  
  ***** ******

  Business Response

  Date: 03/31/2023

  Dear Ms ******,   I apologize for the delay in getting back to you, I did submit a ticket with our data team to verify if an attempt to change elections was made. Upon investigation we do not see any attempt on your account and unfortunately due to *** regulations we would be unable to credit these funds. However, there are several eligible expenses that you can use your account funds on at any time.   Thanks so much  Kyle P******  PSD Manager  

  Customer Answer

  Date: 04/04/2023

  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 below. 
  
  I'm sorry but I have heard the same response over and over again and it is not acceptable. What has happened here is not ok. These funds were taken without my consent. I have no use for the eligible funds. Any funds added to my Mass Transit account after March need to be returned immediately.
  Regards, 
  
  ***** ******

  Customer Answer

  Date: 04/21/2023

  Hello, I do not have any documentation and that is a big part of the problem. I believe Benefit Resource had a glitch in their system which resulted in this issue. For months money was transferred to my Mass Transit account without my knowledge or permission. This also happened during a global pandemic, they were likely inundated with election changes and not equipped to handle them. Please, All I ask is that they do the right thing and return those funds to me (not in the form of Mass Transit funds).  Thank you. 

• Initial Complaint

  Date:03/07/2023

  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.

  Early December 2022 I had elected to purchase cobra bridge insurance in-between jobs
  I prepaid 2 months of cobra on the same date. When I tried to use the insurance my insurance company said that it was terminated, leaving me to pay out of pocket for prescription medication and cancelling dr visits because of the amount of money out of pocket. I have called at least 10 times and have sent multiple emails and still no resolution or a call back from a manager. I'm seeking a full refund for service not being provided.

  Business Response

  Date: 03/17/2023

  *******, I apologize for the issues you have encountered with your COBRA plan administered by BRI, after reaching out to ****** they did confirm that coverage was not given for the medical portion. Due to this we will be issuing a refund of $932.12 next week, Please allow 7-10 business days for mailing after it is processed next week. We are additionally waiting on your dental carrier to see if an additional refund is due, if one is, I will email the email you have provided and get that sent out as quickly as possible. This is not the experience I want you to have, so if you have any additional questions, please give us a call and a member of my leadership team will be happy to assist. Thanks so much Kyle P******PSD Manager 

• Initial Complaint

  Date:02/28/2023

  Type:Billing 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 have called BRI Benefits multiple times and left a few messages and sent multiple emails asking for a call back and I have never received a call from Bri Benefits. I did receive one response via email and they just mentioned to submit a claim, which I did but it was denied since it said it was after the run out date and exceeded my FSA funds. The claim I submitted was to use the funds from 2022 HRA account which still had funds that could be used for ****** ********** services rendered in 2022. I tried to call again today, but apparently their office is not accepting new calls at this time.
  
  
  Since last year I have been trying to resolve some charges that were charged to my FSA account when they should have been charged under the HRA account. Without being able resolve these issues, I was not able to use my 2022 FSA funds for other medical expenses. Then this year my FSA funds were mistakenly used on claims from last year.
  
  Can someone please call me or connect me with someone that help resolve these issues? Hopefully sooner than later as I am currently accumulating medical debt since I am unable to pay with my FSA funds and I have not been reimbursed for the claims I submitted under HRA 2022.
  
  I have also included my human resource department in this email to see if they can help.
  
  Sincerely,
  ***** ***** 

  Business Response

  Date: 03/17/2023

  Ms *****, Fist I would like to apologize for the issues you have encountered with your FSA and HRA account administered by BRI. Upon investigation into your account it does look like a plan change was made on your group to ensure the HRA is used first. Typically an employer funds an HRA  and would want their employees to use this benefit first and your FSA would be used once all funds are exhausted. Your plan details can be found at anytime on BRIWEB or by contacting your employer. If you would like more information please contact us at  *******************@***************.com and we will be more than happy to help in any way we can. Thanks so much,  Kyle P****** PSD Manager

  Customer Answer

  Date: 03/21/2023

  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:02/27/2023

  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.

  Benefit Resources has been withholding $127 of my transportation funds since January 2023. I have called them multiple times and been given little to no information about why the funds have not been returned to my account. Work tickets have been created and no one has followed up with me. They have claimed that the New York MTA is withholding my funds but I have contacted the MTA and was given assurance that the funds were returned to Benefit Resources.
  
  In February when I asked to speak with (or be given the name and email address of a manager) I was put on hold and hung up on.

  Business Response

  Date: 03/13/2023

  ******, 

  First of all I apologize for the issues you have experienced with your transit account, upon speaking to you last week I still do not see a refund from MTA on your account. At this point we would need to send a charge dispute to UMB. I have attached a snippet of your transactions that shows no refund has been received. Please check your email today for a dispute form that will need to be submitted by 3/26 via email. Please keep a record of sending the email in case your bank has any questions. 

  Thanks so much 

   

  Kyle P******

  PSD Manager 

• Initial Complaint

  Date:02/01/2023

  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 resigned from my previous employer, my insurance termed on 8/1/22. I opted into continuing coverage via COBRA through Benefits Resources and paid over $5,000 to have coverage for two months (August & September 2022). During these months I had a few claims. They have been denied due to COBRA/Benefits Resources never showing me as active with the insurance company. I have been calling Benefits Resources since November of 2022. I would run out of characters if I listed the many times I have called and been placed on hold for hours at a time. I have escalated tickets and opted for call backs, that were supposed to be returned within 24-hours, and never returned. I have an advocate from my insurance plan helping and three way calling Benefits Resources escalating the situation and no email or call backs. As an employee in the healthcare field, THIS IS ANOTHER LEVEL of a broken system! We are now at the end of January 2023. I have received over 6 denied claims charging me thousands of dollars and this has placed a serious level of anxiety and stress on me as I don't have hours in a day to commit to holding for these people nor calling these creditors back to explain my situation. They have NO REGARD for ethical, human treatment. I called once at approximately 5:15 pm, which is when I was done work, and was told by the Benefits Resource rep that because I called after 5pm a supervisor was not available. So it was my fault that I didn't get a call back when opting in to a callback, never receiving it and calling to ask for a supervisor after they left for the day. Based on previous complaints, it doesn't look like I am the only person who has experienced this and have consulted with an attorney as well. I will make sure to let everyone in my network know they should NOT DO BUSINESS with Benefits Resources! And, what a FIRST time experience using COBRA; I have never used it before & will prefer to pay out of pocket expenses if I have to ever experience using again.

  Business Response

  Date: 02/08/2023

  Dear *******,   I apologize for the frustration and delay you have experienced with your COBRA plan, administered by ***. Upon investigation I see that we sent a reinstatement notice to your carrier on 11/1/22 without a response back. Unfortunately we are limited based on your carriers response time in this case. It does look like one of our COBRA admins contacted you on 2/1 to provide any updates from the carrier and I apologize that our response time in December was less than satisfactory and we have taken measures to ensure that this does not occur again.  If you need additional assistance, please feel free to contact us at ***************************************  Thank you Kyle P****** PSD Supervisor 

  Customer Answer

  Date: 02/09/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID 18964561, and have determined that this does not resolve my complaint.  The issue is still unresolved, regardless of the outreach on 2/1. It took 3-months to get a hold of a supervisor. I also got a hold of the HR dept. from my previous employer, and a supervisor at BCBS and still no resolution. The claims remain denied. My employer reaches out to update me daily and this issue is still unresolved with no next steps of how to rectify. 
  
  Regards, 
  
  ******* ******* 

• Initial Complaint

  Date:01/27/2023

  Type:Billing 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.

  Issue-BRI has not reimbursed me for my ***** insurance premium for January 2023. There is no avenue to resolve the issue when calls are not returned and money never makes it into my account. So frustrating and disconcerting to think this company has my money and I cannot access it. Feels very underhanded to me.
  
  I am having difficulty getting my claim paid this month despite multiple calls to your first tier line of phone agents. I am promised return calls and/or money reimbursed into my account. Neither happens. Money was withdrawn from my bank on January 4 to pay my ***** premium. It is now January 27, and I don’t have my **** reimbursement. I called on January 18, January 23, and January 27..twice. I am promised that issue will be elevated to someone named Heather S*****, and that she will contact me. She does not call, and your front line people will not give me her direct number, so I can call her. Today I was told people are not allowed to give out numbers for managers because then participants might call them! I mentioned if I could get my money, I would not feel compelled to try reaching someone in a supervisory or management level.

  Business Response

  Date: 02/20/2023

   Dear **** ********,   I apologize for the issues you have encountered with your ***** account administered by BRI. Upon investigation it does look like your claims were on a manual process, this has now been corrected to make sure your claims are consistently paid. The existing claims look like they are paid at this time and will be more timely moving forward, I do apologize for the delay on this resolution. If you have any additional questions, please ask for me directly and I will do my best to ensure this does not happen again.  Thanks so much  Kyle P****** PSD Supervisor  

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I do note that my claims have been paid at this point.  As for future timely payments, I hope this is the case.  I also hope I am actually able to contact you directly if I have a problem moving forward.  That is the most frustrating thing…that when there is a problem, it is difficult to get it taken care of.  Associates pass the buck or just tell you something that turns out not to be true about when you will receive payment for claims.  Hence the BBB action I have taken. 
  Regards, 
  
  **** ********