Complaints

This profile includes complaints for Via Benefits Insurance Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Via Benefits Insurance Services, LLC has 7 locations, listed below.

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  Via Benefits Insurance Services, LLC

  38 E Scenic Pointe Dr Ste 200 Draper, UT 84020-6119

• 

  PayFlex

  PO Box 981156 El Paso, TX 79998

• 

  Via Benefits (One Exchange)

  PO Box 981155 El Paso, TX 79998

• 

  Via Benefits Insurance Services, LLC

  330 Primrose Rd Ste 610 Burlingame, CA 94010-4032

• 

  VIA Benefits

  po box 25184 Lehigh Valley, PA 18002

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:04/11/2023

  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.

  My parents passed away in 2021 and had benefits with Via Benefits. I am the Executor of their estate and VIA would not share any information with me until I submitted their form and a copy of the Will stating that I am the Executor. My original submission was on 2/17/23 and I called on 3/10/23 to check on status. I was told that they had not received my email submission. I emailed the documents 5 more times between 3/10 and 4/11. I called in on 4/11 and they still had not received anything per *****. I was told to conduct an online chat with the company and I chatted with ******* and he told me to call a new customer service number. I talked to ******** and she stated that they had not received anything. She went to talk to a manager to help me out and could not locate a manager. Finally, after being on the call for a 1/2 hour she found a manager and he said to mail the form in to them. Thanks for your help manager. This company does not want to provide any information and does not care that my parents have passed. They just want to continue to "kick the can down the road" hoping I will go away.

  Business Response

  Date: 04/24/2023

  We spoke with **************** on 4/13/2023 and resolved this complaint. We would like to request that the BBB please consider closing this complaint on their end, thank you.

• Initial Complaint

  Date:03/21/2023

  Type:Product 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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  ****** ***** ****
  reimburse medical expenses. I've supplied all I can.... there's nothing else I can send. I suppose my mistake was paying the Dr the day I actually saw her.....the hospital gives a discount for doing so and it seemed the right thing to do. I guess if I hadn't paid the same day and let the Dr send a bill (for a much larger amount), I could get my reimbursement.
  
  I will say this too...never again. Never again will I have anything to do with this company. The stress this has caused has done nothing to help. I've already cancelled my follow up appt with my Dr. There's no point in having an HRA --thinking it's there for you to use-- when clearly it's not. In these times, with the cost of living the way it is and being on a limited income, I needed this money back.

  Business Response

  Date: 04/03/2023

  We made our initial attempt to contact Mrs. ********** on 03/22/2023, and left a message for her to return our call. We made subsequent attempts on 03/24/2023 and 03/28/2023, leaving a message both times and requesting that she return our call. We also sent her an email notifying her of our attempts to make contact, and have yet to hear back from her. We would like the BBB to please consider closing this complaint, thank you.

• Initial Complaint

  Date:02/13/2023

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  **** *******
  talk to the person in Funding who is handling my reimbursement request. My monthly medical premium is over $3000. and I desperately need this reimbursement.

  Business Response

  Date: 02/16/2023

  We spoke with Mrs. ******* and advised her of which additional documentation to submit.

  Her claims have since been approved.

  We would like to request that the BBB consider closing this complaint, thank you.

   

• Initial Complaint

  Date:01/31/2023

  Type:Order 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.

   
  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.
  
  Sincerely,
  
  ****************************************ened three Help Tickets (#******** on 01/17; #******** on 01/24 and #******** on 01/27) but Via Benefits call centre operators are not willing to find the resolution for the problem. They made me to do many nonsense things, try this and that, uninstall and re-install the mobile application, install it on different device (my spouse's smartphone and iPad) but I received the same error message every time. Their answer is always: On our end everything is okay something is wrong with your device." On friday 01/27/23 at 3:26 PM EST a person introducing himself as a second tier tech support agent called me and promises resolution but he also closed the ticket without doing anything. I simply asked them to submit the reimbursement on their end, is everything on their end is working fine as they claim, or to cut and mail me manual check which I can deposit into my bank account but the have no intention to do anything. Via Benefits is simply buying their time by opening and closing help tickets until my reimbursement time runs out so they can tell me I am out of luck.

  Business Response

  Date: 02/10/2023

  We spoke with Mr. ***************************** earlier this week, and are assisting him with this issue.

• Initial Complaint

  Date:01/26/2023

  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.

   
  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. HOWEVER, IF I HAD NOT CONTACTED THE BETTER BUSINESS BUREAU THIS WOULD NEVER HAVE BEEN RESOLVED.

  I submitted documentation of my health insurance premium on 01/04/23. Same company as last year and pretty much the same paperwork. I began calling VIA Benefits on 01/13/23 after no action had been taken on my reimbursement request. Subsequent phone calls were made on the following dates: 01/19/23, 01/20/23, 01/23/23, 01/24/23 (SUPERVISOR), 01/25/23, 01/26/23. Each and every time I was told no other documentation was needed. I even filed an appeal and it was resolved. Nothing was needed. The claim was NOT APPROVED twice because of "missing amount" and documentation was needed of AMOUNT PAID OR OWED.

  A total of 8 REPRESENTATIVES looked at what I submitted and thought it was sufficient with one being a FUNDING supervisor. Ridiculous! The same claim was paid last year using the exact same documentation but without allowing contact with the decision-maker nothing will ever be resolved without having to resort to contacting the Better Business Bureau and the State Attorney General. 

  As of 01/30/23, I have not received my reimbursement but at least it was approved.

  Sincerely,
  
  *************************

  Business Response

  Date: 01/27/2023

  We have reviewed the claim and documentation provided by *****************, and have determined that the exact amount of the premium is not established, as it states that the premium rate may vary. We spoke with ***************** on 1/26/2023, and requested that she submit a copy of the receipt for her January 2023 payment to the carrier. After we receive the requested information, we will expedite her claim for reimbursement. We sincerely apologize for this inconvenience.