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:01/27/2023

  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 am unable to access my funds from my transit account. BRIWeb has been taking money from my account and not allowing me to access my funds by locking up my Debt card.
  
  When I try to call, their call center is "not accepting calls at this time" and I am unable to reach a representative.
  
  Clearly, this company is fraudulent by stealing funds from unsuspecting accounts and avoiding resolution for not allowing access to representatives.

  Business Response

  Date: 02/01/2023

  Mr *******, I apologize for the difficulties you have encountered with your commuter extension plan, administered by BRI. Upon looking at your account, it looked like your card was expired and it was not renewed. I have went ahead and reinstated the account as well as refunded all fees that were associated during that time. If you would like a new card or to go over details. Please call me directly at the extension I left on the number you provided above. Please let me know if you have any additional questions or concerns.  Thank you so much  Kyle P******  PSD Supervisor  

• Initial Complaint

  Date:01/24/2023

  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.

  I work for a hospital; they used benefit resource for FSA and dependent care benefits. I elected $5000 each year towards childcare expenses. Our medical group was acquired by another national provider. So for the year of 2022 we no longer used benefit resource. My account with them showed at the beginning of 2022 money was deposited from my paycheck in the amount of $192.31 into the dependent care account. I tried to submit a childcare claim for the funds and was denied with the reason of insufficient balance. I reached out to the company several times over phone, email, and online chat. The company is very difficult to get through to with unreasonable hold times, and promise to follow up, but never receiving any follow up regarding the issue. As previously stated I have attempted multiple channels of communication to resolve the issue with no success. I understand that since I am no longer using benefit resource I may not be able to file a claim. Nonetheless, wages I earned through work were deposited into this account either through an IT or accounting error. I would like my wages returned to me whether tax free or not. At the very least an explanation as to what happened so I can better understand the issue. My attempts to reach benefit resource over this balance go back to 11/2022. I am concerned that this business handling tax sensitive funds is conducting their business in an unethical and potentially illegal manner. I am attempting to communicate with them now via chat, and the employee repeatedly does not respond after initially speaking with me to the point where the chat tries to kick me out for inactivity which starts the cycle all over again.

  Business Response

  Date: 01/26/2023

  Dear *****, I apologize for the issues you have been experiencing with your FSA account administered by BRI. Upon investigation we did notice an error in your account and contacted your employer. On 1/14/23 these funds were reversed and sent back to your employer, these deductions were held in error and you should be receiving a refund from your employer on the next pay cycle. If you have any additional questions or concerns, I have provided my direct extension to the number provided by the BBB. Thanks so much Kyle P****** PSD Supervisor 

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It was unfortunate that it required filing a complaint in order to receive a response and resolution from the company. 
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/09/2023

  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 been attempting to get a new transit check sent to my address for three months after my phone was stolen. After dozens of calls (w/ wait times of over 2 hours each), I finally got a hold of someone and a card was sent to my address three weeks ago. However, when I tried to activate the card, I was told via and automated message that I was getting a replacement card sent and that card couldn't be activated.
  
  It's been 3 three months and I can't use any of my pre-tax income on medical or transit costs. I really want to get this resolved ASAP and no emails or calls are going answered.

  Business Response

  Date: 01/26/2023

  Dear ***** ***** I apologize for the issues you have had with your mass transit account administered by BRI. Upon further investigation into your account, every time we would send a card, it was immediately marked as lost or stolen in your account. Due to this issue, every time the card would be activated, the activation was blocked due to the stolen status on your account. We have sent another card on 1/12 after speaking with you to address this issue. Please let me know if that card is working as expected Thanks so much Kyle P****** PSD Supervisor 

• Initial Complaint

  Date:12/30/2022

  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 organization has not responded to my needing assistance, which has resulted in a $1,200 loss of my own money. I would like to be able to use my FSA money, but their phone system has stated that they are not in the office during the days that they said they are in operation. No response, no call back.

  Business Response

  Date: 01/12/2023

   Dear ******, I apologize for the experience you have had with our phones for your FSA plan administered by BRI. Searching the number on this complaint, you requested a callback on the 30th and we called you back at 11:54 am on our next working day 1/3/23, but there was no answer. Upon investigation into your account. you are able to submit any claims for eligible expenses from 7/1/22, until your termination date of 12/17/22. Your plan gives you until 3/31/23 to submit these claims for reimbursement on your FSA account, you can submit these on your BRIweb account at any time. If you need any additional assistance please email us at *************************************** or give us a call and I would be more than happy to assist you.  Thanks  Kyle P******PSD Supervisor  

  Business Response

  Date: 01/18/2023

  Dear ******,  I apologize for the confusion and delay our phone system has caused. I do want to inform you that your funds are still in your possession and your plan gives you until 3/31/23 to submit these claims for reimbursement on your FSA account. If you would like help submitting these claims for reimbursement, please email us directly at ***************************************. Per regulations you are unable to use your card but can still submit a claim for a plan from a previous year.   Thanks so much  Kyle P****** PSD Supervisor  

  Customer Answer

  Date: 01/19/2023

   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 would like to use my funds in the FSA store, as I have no medical claims to submit for reimbursement, but I can use items from the FSA store, which I would like to use my $1200 that I had contributed to my account. 
  
  Regards, 
  
  ****** *******

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 elected for continued **** ****** of CA benefits for the month of November 2021 through BRI. However, all of my claims have since been denied due to “lapse in coverage.” I reached out to **** ****** of CA and they said they never received necessary communication from BRI to verify my benefits were in effect for Nov. 2021 and to reach out to BRI directly to have them resolve the issue. I have sent in multiple forms online, emailed, and called NUMEROUS times, waited for hours on hold, only to to have the call dropped. When I was finally able to connect with someone on 12/15/22, she said “I do see your email just sitting in here with no response and no ticket assigned to it.” So she assigned me a case number and supposedly escalated it, letting me know I should hear back within 2 days. It is now 12/22/2022 and I have not received any follow-up communication. I have called numerous times today in attempt to follow up, with a **** ****** of CA representative on the line (so our failed attempts have been recorded) and each time have been thrown into a queue where the line drops on us after we’ve already waited for 30-60 minutes. I will be seeking legal action if this is not taken care of immediately, as I have several claims that have been denied due to BRI’s error that I am now financially liable for.

• Initial Complaint

  Date:12/21/2022

  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 paid them approximately $2000 in October for COBRA coverage for the month of October.
  
  As of now (Dec 21), they have still not contacted ****** to tell them that we have coverage for October.
  
  We contacted them repeatedly, including on Dec 2nd when they said it would be resolved in 5-7 business days, and now today (again, Dec 21) they told me that the person who was supposed to communicate to ****** hadn't done their job and we should wait another 5-7 business days. I don't know why we should believe they're going to do it this time, especially since the original signing up and paying them $2000 should have been enough to get them to give us health coverage for a month without needing to call them repeatedly.

  Business Response

  Date: 01/11/2023

  
  

  I apologize for the difficulties and delays that you have experienced with your COBRA plan administered by BRI. Upon investigation, we have spoken to ****** who can be reached at ###-###-#### and spoke to a representative named Nicki, who confirmed your coverage has been reinstated for the month of October. They advised that you need to call claims at ###-###-####
  and request that denied claims be reprocessed. Additionally, it looks like a refund of $236.29 is owed and this will be sent out within the next 7 business days. I have called the number you left on file and provided my direct extension if you have any additional questions or concerns. 

   Thank you so much 
  

  Kyle P******

  PSD Supervisor 

• Initial Complaint

  Date:12/05/2022

  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 lost my job June 2020. After which I opted to continue my health insurance with COBRA. The vendor they used was *** Cobra. This kept my **** ********** ****** policy as it had been when I was employed.
  
  At the end of this summer(2022), I unexpectedly got an adjusted bill from a doctor visit in 2021 saying **** ***** wasn’t covering what they already said they did cover in the original bill. I immediately called **** ***** and they said they had no record of me being on COBRA and as far as they were concerned, I haven’t been covered since June 2020. So I called *** to find out what the heck was going on. The customer service operator literally yawned in my ear while she was “assisting” me. She said they would look into it but I wasn’t holding my breath. I waited a couple weeks then I started getting more adjusted bills from past visits and multiple doctors. So I called back again and spoke to someone who sounded a bit more confident that they would resolve this. Great. Thank you. Now even more bills are coming. So I called back again…and again I called 6 times. Each call lasting at least an hour long. Mostly on hold. Twice I was promised a supervisor would call me before the end of the day. And they never did.
  
  Meanwhile, more and more bills have been coming including collection notices. With some new ones coming just last week. I really don’t know what to do anymore. I don’t even know what the issue is because no one will talk to me. Since July 2020, I never missed a premium payment. I have paid well over $10,000 for insurance and now I’m getting thousands of dollars of bills like I was never insured. Not to mention every doctor in town now thinks I’m a deadbeat. I was going to file a complaint with the state as well and I have contacted a lawyer. But meantime my credit and name is being dragged through the mud.
  
  This has been ongoing since August and it’s honestly been ruining my life with the stress and frustration.

  Business Response

  Date: 12/16/2022

  Hello Jeremy,   I apologize for the inconvenience you have experienced with your COBRA benefits and my delay on response in this case. I have contacted my Cobra department, your carrier and you are now showing active within the requested timelines. You should now be able to resubmit those claims. If you need anything else, please let me know.  Thank you  Kyle P******  Participant Services Supervisor  

  Customer Answer

  Date: 12/19/2022

  The complaint has been resolved by my old HR company.   They handled my issue in a day.   Something *** couldn't do in 4 months.  

• Initial Complaint

  Date:12/01/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 for an FSA for 2022. My company was bought out by another company the end of April and switched insurance providers. This company has been holding my money hostage since. I have been misinformed by their customer service, being told they would cover new glasses, but only after I submitted the receipt (they blocked use on the card provided). I bought more expensive glasses so that I could use up the money, and they declined my reimbursement. Then they told me that they would only pay for services that were performed while I still held insurance with them. When I asked how I was supposed to go back in time to have a doctor appointment that they would pay for they disconnected the conversation. Since I have had my employer call, with no resolve. I have tried their online chat a few more times, which doesn't work. I call in and get put on hold with 40+ people ahead of me, then get disconnected.
  This company's employees give false information and do not try to help resolve issues. They took my money, and have done nothing to help me get access to it.

• Initial Complaint

  Date:11/29/2022

  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 believe this company is holding almost $1,000 in commuter benefits I accrued at my previous employer, which I left almost two years ago. My understanding was that they were to pay the money out to me and provide a W2. That has not happened and every time I try to call to speak with someone, I get an automated response that says there are 50 to 108 people ahead of me in line. When I leave a call back number, I don't get a call back. I have been unable to speak with anyone about my funds.

  Business Response

  Date: 12/16/2022

  Hello, I am terribly sorry to hear about the experience that ***** had with her commuter benefits plan administered by ***. In reviewing her
  account, I contacted her in the last 2 weeks and explained that her plan does not allow a payout of funds, but does allow her to use those funds for any commuter or parking eligible expense at any time. These are located on her ***WEB account on her plan documents. If we can help with utilizing these funds please let us know.  Thank you, Kyle P******Benefit Resource, LLC 

• Initial Complaint

  Date:11/03/2022

  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 left my employment on Sept 30, 2021, and when notified in Oct 2021 of my COBRA eligibility / rights, I elected COBRA.
  
  The COBRA administrator is *** and the medial provider is *****.
  
  I made electronic payments for COBRA coverage to ***, via their portal, on Oct 12, 2021 (for Oct 2021 coverage), on Oct 25, 2021 (for Nov 2021 coverage), and on Nov 27, 2021 (for Dec coverage).
  
  I had a $150 medical claim on Dec 1, 2021, which was paid by ***** on Dec 16, 2021. In Sept 2022 the $150 claim was denied because ***** was informed by *** that my medical coverage ended on Sept 30, 2021.
  
  Since Sept 22, 2022 I have been trying to get *** & ***** to communicate and resolve this issue to pay the claim, but I have not been successful. I believe that I have been patient over the past 10 weeks and do not understand why I cannot make any progress on getting a claim paid for coverage I had on the date of service.
  
  Additional details are attached. 

  Business Response

  Date: 12/16/2022

  Hello *****,  Firstly I wanted to apologize for the experience you have had with your ***** Cobra plan administered by ***. This is not the experience that we aim for and I want to reassure you that we have spoken to a ***** rep named ****** and you are now showing active from 10/01-12/31 of 2022. You should now be able to resubmit those claims and it should be covered by *****. If you need additional help, please let me know.  Thank you  Kyle P******  Participant Services Supervisor  

  Customer Answer

  Date: 12/23/2022

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