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:01/29/2025

  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 reaching out regarding a critical issue with my insurance coverage that is preventing me from receiving my necessary medication, ********. On July 21, 2024, I was removed from my parents’ insurance after turning 26 Despite making all premium payments on time, my new insurance plan was not activated for three weeks, during which I was unable to receive my medication. As a result, my condition worsened significantly, and I nearly required hospitalization due to dangerously high inflammation levels. Additionally, my insurance plan was terminated on September 30, 2024, and I am now transitioning to a new nursing agency. However, they are showing two active insurance plans because Benefit Resource never deactivated my ***** plan. This has created a conflict, preventing the nursing agency from administering my medication. As of now, I am nearly two weeks overdue for my treatment, putting my health at serious risk. This situation is unacceptable, and I need immediate resolution to ensure I receive my medication without further delay. If this issue is not resolved promptly and I am forced into hospitalization due to lack of treatment, I will have no choice but to pursue legal action. Please address this matter as soon as possible. I appreciate your prompt attention to this urgent issue.

  Business Response

  Date: 02/24/2025

  *******,   Firstly I wanted to apologize for the experience you have had with your COBRA account administered by Benefit Resource. Upon investigating this, i do see that your benefits have been reinstated and I have attached proof from your carrier.  Please let me know if you need any other support  Thanks so much  Kyle P******  Sr PSD Manager     REINSTATEMENT:07/17/2024 - Member elected for COBRA online and made initial payment07/18/2024  - Reinstatement request was sent to ***** (OPEN CHOICE - *** ******* - Medical Plan - Employee Only - effective 07/22/24)08/12/2024  - Participant called in stating that medical was still terminated; case #******** was created to resolve08/14/2024  - Operations sent 2nd request as urgent to ***** requesting that the coverage be rush processed08/16/2024  - Operations Sent 3nd urgent follow up to ***** to process request08/19/2024  - QB called in for an update - provided information above08/20/2024 - Representative from ***** called into our service center and advised they would like to have the reinstatement done over the phone08/21/2024  - BRI called ***** and was advised to resend the request directly to ******************; Member was reinstated successfully over the phone confirmation #************/21/2024 - Participant was notified that she had been reinstated successfullyTERMINATION:11/01/2024 - Payment grace period expired/account terminated 11/01/2024 - Termination request was automatically sent to ***** same day by our system provider01/27/2025 - QB called in requesting proof of cobra termination to activate new coverage; As the Cobra coverage was still appearing as active with ***** for when providers attempted to file with the Carrier. Provided participant a copy of the Cobra Termination notice via email showing that COBRA coverage was terminated: Case #******** was created to resolve01/29/2025 - Sent 2nd request to ***** that BRI previously submitted termination 11/01/2024 and to please process as urgent included *********************** Urgent Cobra termination confirmation received on 01/29/25 via case # ********From: "******** *******" ****************** Date: 01/29/2025 at 04:58 pmTo: "*******************************" ******************************* Subject: [SEND SECURE] FW: [EXTERNAL] URGENT Cobra termination - ***** ** ******** Company, Inc. - OPEN CHOICE -*** ******* ********* * ******** ******* Hello, RE: *************** ********** This urgent Cobra term request has been approved and processed. ******* ******* Sr. Select Answer Team, ***** 

• Initial Complaint

  Date:01/27/2025

  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.

  My employer uses this company for a Dependent Day Care Expense Account, in which I regularly get money deducted from my paycheck to pay for day care. The company says it takes “up to five business days” to get reimbursed once a claim is submitted. It’s consistently taken longer than “up to five business days” for my reimbursement. I’m usually waiting two full weeks. In addition, only a portion of my past claim was deposited into my account. I’ve been trying to reach a representative for a week now to get the remainder of my money, but have not yet heard back. It’s difficult when I -- and many others -- rely on this money.

  Customer Answer

  Date: 02/11/2025

  This issue was resolved.

• Initial Complaint

  Date:01/27/2025

  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.

  BRI is my only option through work for medical and dependent HSA/FSA. They take an extremely long time to process reimbursement requests and if there is any type of error on your end or they mess up their review (which happens often) it takes another 2 weeks to get another review. Customer service phone number can't do anything on the phone that you can't see on the website and the only response is to just resubmit and wait and resubmit and wait. I need my money in a timely manner. Requests for receipts on your end for payments show up within a couple of days. Reimbursements should have the same amount of attention. I currently have three pending requests for reimbursements on my DCA for dates 12/27, 1/20, and 1/21. Please have someone review these requests in a timely manner.

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 writing to address a significant issue regarding my transit coverage account. I am a current and active employee of the ** ********** since 2020. However, I have encountered several concerns while attempting to resolve this matter: 1. Inaccessible Customer Service: I have tried to contact Benefit Resource (BRI)’s customer service using the two publicly provided phone numbers on multiple days and during business hours. Each time, after providing my Social Security Number, the automated system states, “Please call again later,” and disconnects the call. This lack of accessibility is troubling, particularly when sensitive personal information is required upfront. 2. Inconsistent Employment Status: After finally reaching a representative today following an extensive hold, I was informed that BRI records indicate I am no longer an employee of the ** ********** as of December 20, 2024. This is incorrect. I am currently employed and have been active since 2020. When I contacted ****, they confirmed this error originated with BRI. 3. Conflicting Account Status: Despite the incorrect employment status on file, my Flexible Spending Account (FSA) remains active and current with BRI, further highlighting inconsistencies in their records. This situation has caused undue inconvenience, particularly as my transit card has been declined because of this error. I request that BRI immediately: • Investigate and correct my employment status in your records. • Restore functionality to my transit benefits account. • Confirm the resolution of this issue in writing.

  Business Response

  Date: 01/02/2025

  ******,  Firstly I wanted to apologize for the experience you have had on your account administered by BRI. Upon investigation your employer sent the wrong file which caused an improper date on our end. Once this was discovered the account was reinstated today and the card is currently active.  However,  Your statement about social security verification has me concerned as our phone systems do not do that. Are you calling ************? Our agents will ask for your member Id for any account access help but this asked for by the system.  Thank you so much   Kyle P******  PSD SR Manager  

  Customer Answer

  Date: 01/02/2025

  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 just checked the website and the incorrect information is still showing. My 2025 balances are not showing.  Regards,  ******* ******  

  Business Response

  Date: 01/02/2025

  *******,  I apologize,  We have not received any enrollment information from your employer at this time.  I sincerely apologize for any delays this is causing  Kyle P******  Sr PSD Manager 

  Customer Answer

  Date: 01/02/2025

  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 have been notified by **** that this issue is not only occurring with me, but several ** employees have been impacted by this error. Attached is a copy from **** regarding my elections.   Regards,  ******* ******

• Initial Complaint

  Date:12/30/2024

  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.

  On 12/24/2024, I went onto the Benefit Resource website and submitted three claims for reimbursement. I called this morning to see why my claims have not been reviewed as yet. I was told that two of my claims were approved for reimbursement and the other claim was denied. I requested to speak with a supervisor. Jennifer, who is a supervisor came onto the phone. I proceeded to explain the situation only for her to be extremely rude and insinuated that I did not submit any claims for reimbursement. I then told her that she needed to check further because of what the representative stated to me. Jennifer put me on hold for almost ten minutes. Jennifer returns to the phone and stated that there were no reimbursements. As I attempted to speak, she cut me off. I asked her not to cut me off again. Shortly afterwards, I was speaking when Jennifer once again cuts me off. I had to tell her a second time to not cut me off. Jennifer stated that she was not trying to be rude, however, Jennifer was rude throughout the entire call. All I wanted to know was why my claims haven’t been reviewed yet, and the unprofessionalism of Jennifer the supervisor and the female representative that transferred me to Jennifer is what I received instead.

• Initial Complaint

  Date:12/21/2024

  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.

  Recently left an employer and this company handles the limited FSA benefits for that employer. I tried to withdraw money before I left that employer and was told that I could not withdraw anything without a “qualifying event” and I was also told that a change in employment status would qualify as a qualifying event. On December 20th I called telling them that I wanted to move forward with the withdrawal, and they told me that I could not. Then the person read off the list of qualifying life events which included a change in employment status as a qualifying event. But when I told the person on the other end of the phone my qualifying status, I was put on hold for 10 minutes, then they came back on and said that my change in employment status is not a qualifying event and that there is no way I could possibly withdraw the money that I deposited out of the account. They told me that I would have to use the funds for qualifying expenses only. Now just today I went to buy some new prescription glasses, since they would be a qualified expense, and my benefit card was declined 3 times. They deactivated the card so I can not even access my money. This is money that I earned. Previous to this, this company is the worst benefit manager that I have ever experienced. Their default response to every single transaction you make is that it is not qualified until you prove otherwise. And if you don’t give them a receipt that meets their expectations, they will deactivate your card. What I find really toxic about this company is that they justify all of their policies by writing and publishing supporting documents internally but acting as if the document come directly from the IRS and justifies everything they do. I’m supposed to be getting a call from a manager next week. When I previously requested to speak to a manager when I was on the phone with them, I was told that they had all went home for the day already, but I gotta say that I don’t believe that.

• Initial Complaint

  Date:12/17/2024

  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.

  I was released from my last position on October 28, 2024. I applied for COBRA on November 11th, when I received my packet, I went online, opened an account and paid for November. I have confirmation of payment from them and the account set up. However, I have attempted to get into my account to find it locked. I have tried to call BRI several times. Today I was on line for close to three hours. THREE HOURS. i AM COMPLETELY OUT OF MEDICATION. I take a daily medication for my thyroid (don;t have one) and blood pressure. I have contacted ****** and they have not heard from BRI. I desperately need my medication. I need to pay for December but cannot get through to anyone. I have called each number available. Different states etc. Nothing......

  Business Response

  Date: 12/03/2024

  I am not familiar with ****** *****, have had no contact from or with ****** *****. 

  Customer Answer

  Date: 12/03/2024

  I am rejecting this response because:  I received confirmation of my payment:  Benefit Resource Payment Confirmation: Hi ****** *****, Thank you for making your payment! Your payment has been successfully received and your confirmation is below. Confirmation Information Payment Amount: $618.64 Payment Date: Nov 18, 2024 Confirmation #: ************************ Thank You, Benefit Resource  ****************************  Mon, Nov 18, 11:43?AM Dear ****** *****, You are receiving this email because you have either registered for the first time or changed your email address. To complete the process the email address ********************** associated with your Benefit Resource account, needs to be validated. Please follow the link below to continue the validation process. Validate Email If you did not initiate this request or it was generated in error, please contact the Customer Service Department at ***** ********* Sincerely, Benefit Resource I can forward the emails to you.  I do not have any medication!!  I haven't been able to reach them because the phone either never gets picked up or the call is dropped.  Try dialing and redialing for three hours. Perhaps the California Consumer Protection Agency can help or the department of Insurance.   Sincerely,  ****** *****

  Customer Answer

  Date: 12/09/2024

   I also have a screen print of my hour and 15 minute wait on the phone for COBRA assistance. No one ever picked up, just a recording that asks if you want a call back.  I did that twice and never got a call back so I stayed on the phone for an hour and 15 minutes which is when we took the pic of my phone, I still stayed on another 15 minutes.  I have thyroid disease and need my medications.  ****** worked with me to get my thyroid and estrogen approved.  But my blood pressure medication is due to run out also. But ****** has not heard from BRI.  

  Business Response

  Date: 01/03/2025

  ******,  Firstly I wanted to apologize for the experience you have had with your account administered by BRI. Upon investigation ****** sent us confirmation on 12/26/24 that your coverage is now active. I do apologize for the delay and the experience you had on the phones. We have tripled our COBRA staffing since then and I encourage you to give us another try or contact me directly at any point.  Thanks so much  Kyle P******  PSD Sr Manager  

  Customer Answer

  Date: 01/03/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to make note that for a company that has never heard of me, apparently I did and do exist.  If at anytime this becomes an issue for someone else.  I timed and took pictures of all my calls to BRI in case there was further confusion that I called. Also noted that any attempt to use the callback feature failed miserably, NOONE EVER CALLED BACK via that medium.   Regards,  ****** *****

• Initial Complaint

  Date:12/13/2024

  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.

  I changed employers and the money I had in my HSA through BRi is now unable to be found/accessed. They have told me a different answer EVERY single time I have contacted them. I have filled out transfer forms, I have been told this should have been transferred automatically, I have been told they would file a report to have higher ups handle it, all to no avail. This is my money that I can not access and with surgery coming up they are seemingly holding my money hostage. I am furious because they are not helpful and do not care.

  Business Response

  Date: 01/09/2025

  ******,   I do apologize for the experience you have had with your HSA administered by BRI. Upon investigation it does look like you were previously given misinformation but after looking at the transaction history, the funds are held by *** ****. The information was shared with you on December 30th of 2024. Please let us know if you are still unable to access these funds.  Please let me know if you need any further assistance or support.   Thanks so much   Kyle P******  PSD Sr Manager 

• Initial Complaint

  Date:11/18/2024

  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 am a registered HSA participant from a company **** ********** and have a HSA balance around 3k with Briweb, I moved out of Octo June 2023 and I am unable to get my contribution ( roughly $3000) to my HSA bank account in ********. I ma unable to login to my BRIWEB account and unable to catch hold of a representative in the last 2 months. I spoke to Tracy on 09/23/24 and she opened a ticket ******** to resolve and get back my contribution money. But haven't received any so far.I need the money back to my ******** HSA bank.

• Initial Complaint

  Date:10/07/2024

  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.

  Benefit Resources Inc (*** ******* ****** ********* ** *********** is the COBRA coverage administrator to continue my employer's heath care coverage after departure. I have tried to call all two phone numbers publicly provided by Benefits Resources to contact customer service on multiple days and at multiple business hours. Once I reach the customer service line, the automated message says "Please call again later" and drops the call. It is concerning that 1) They require your social security number (which I already provided, unfortunately), and then 2) no human can be reached (as common in scams), 3) the automated voice is the same as I hear in spam calls I receive, 4) They require payment and "plan selection" but do not provide or link to the benefits provider's website so there is no explanation of benefits available before payment is made - also sketchy. I would appreciate an investigation into this company and also contact by the business. Thank you!

  Business Response

  Date: 10/09/2024

  *********,   Firstly I wanted to apologize for the issues you have experienced with your COBRA benefits administered by BRI. I have had a COBRA manager email you and call you today to get to the bottom of this and to provide an expedient resolution. Please let me know if this is not resolved by Monday, I apologize for the experience you have had.   Thank you  Kyle P******  Sr PSD Manager