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Business Profile

Employee Benefit Consultants

Flores & Associates

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Employee Benefit Consultants.

Complaints

This profile includes complaints for Flores & Associates's headquarters and its corporate-owned locations. To view all corporate locations, see

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Flores & Associates has 3 locations, listed below.

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    Customer Complaints Summary

    • 60 total complaints in the last 3 years.
    • 39 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 trying to get a reimbursement since March of this year. It is now July. Flores is outright ignoring my requests and inquiries. Per their policy, I uploaded all documents to my account on their app, but I am getting absolutely no response. My HSA funds are being withheld from me, and I have legitimate medical expenses. I have provided the required completed reimbursement form and supporting documentation for the expense, and I'm literally being ignored by this company. This is MY money, and I consider this tantamount to theft. I am very close to filing suit, as this is now creating unnecessary hardship. Again, these are *** funds that I saved for medical expense, and now that I actually have those expenses, I am being flat out ignored no matter how many times I submit it and inquire as to its status. This is wholly unacceptable, and I'll take this as far as is necessary to recovery what is rightfully mine.

      Business Response

      Date: 07/18/2025

      Thank you for bringing this matter to our attention. We understand how important timely access to your HSA funds is, especially when you have qualifying medical expenses.

      We sincerely apologize for any frustration this delay has caused. Upon review of your account, we identified that a setting on your profile needed to be updated in order to allow for manual claims submission through your linked Flores Retail HSA account. This setting has since been corrected.

      Our team attempted to contact you on July 17, 2025, at 11:25 AM to provide this update and assist with next steps. You are now able to submit a manual claim for reimbursement. If you need help ensuring that the correct HSA account is selected during the claim process or have any additional questions, please do not hesitate to contact our ******************** team at ************. We are available Monday through Friday, from 8:30 AM to 8:00 PM ET, and would be happy to assist you directly.

      We appreciate your patience and the opportunity to resolve this for you.

      Sincerely,
      Flores & Associates

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 my complaint, and find that this resolution is satisfactory to me.

      Thank you. 

      Business Response

      Date: 06/05/2025

      Thank you for bringing your concern to our attention.

      We apologize for any inconvenience you experienced regarding your recent ************** FSA reimbursement request. We understand the frustration caused when claims are denied, especially when documentation is believed to be complete.

      Upon review, we can confirm that your claim was originally denied due to the absence of a Tax Identification Number (TIN). However, we appreciate your reference to IRS Publication 503 (2024), which does allow for tax-exempt to be noted in place of a TIN for qualifying organizations.

      Following your call to our *********************** on June 4, 2025, your claim was reprocessed and approved. It is scheduled for disbursement to your financial institution on June 6, 2025.

      We sincerely appreciate your patience and thank you for providing the additional information necessary to resolve this matter. If you have any further questions or concerns, please dont hesitate to contact us directly.

    • Initial Complaint

      Date:05/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 trying to transfer my *** account funds to a new account for over 60 days. Flores & A** and **************** the custodian of the account are playing games to not release the funds and keep collecting the monthly fees. They refuse to answer emails and phone calls. I have filled out proper documents a couple times and my current *** has still not received the transfer. Please assist. I see from other complaints this is a common theme with this less then reputable company

      Business Response

      Date: 05/28/2025

      Thank you for bringing your concerns to our attention. We understand how important access to your ************** Account (HSA) funds is,and we regret any frustration or inconvenience you've experienced.

      Upon review, we would like to provide the following timeline and explanation of the status of your HSA transfer:

      03/24/2025 Document #******* was received; however, the transfer form was rejected because it requested more funds than were available in the account at the time. Unfortunately, we are unable to process transfer requests that exceed the available account balance.

      05/13/2025 Document #******* was received and forwarded to our custodial partner, WealthCare Saver, on 05/28/2025 for processing.

      Please note, both forms were mailed directly to Flores &Associates rather than to WealthCare Saver's designated mailing address, which has caused a slight delayed in processing.

      Currently, WealthCare Saver has placed a standard 5-business-day hold on the account to allow any pending transactions to settle before releasing the funds via check to the new *** custodian. This is a routine and necessary step in the transfer process to ensure account accuracy.

      We apologize if there were delays in communication and we are committed to improving your experience. If you have additional questions or need assistance, please contact our ******************** team at ************,MondayFriday, 8 a.m. 8 p.m. EST, or email us at **************************************************************************.

      Thank you again for your patience and for giving us the opportunity to clarify the situation.

      Sincerely,
      Flores & Associates, LLC

    • Initial Complaint

      Date:04/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Flores & Associates has been commissioned by my employer to manage ************** Accounts for pre-tax monies for medical expenses. They have a terrible portal for uploading documents to provide proof of my identity. I have provided more than the required minimum for identification. I have tried to communicate by email, ******************** They are totally disengaged with me, as they probably are with many of their clients. This is a continuing problem and I have several thousand dollars in limbo. Unable to invest the money or use it for medical expenses. I DO NOT recommend them to anyone, as they will definitely charge management fees, but probably only provide INFERIOR SERVICES!!! I am seriously considering taking my money to Health Equity or Fidelity. Hope I dont have to wait forever to get my money to take it elsewhere. I hope that this review catches someone with their organization who actually cares about customer service. Doubt it will.

      Business Response

      Date: 04/29/2025

      We sincerely regret the frustration and inconvenience youve experienced in attempting to verify your identity and access your ************** Account (HSA). We appreciate you taking the time to share your concerns and would like to clarify the situation and outline the steps needed to resolve it.

      Your HSA is held by a custodian bank, which is federally required to comply with the USA PATRIOT Act. This law mandates that all financial institutions verify the identity of individuals opening accounts.During the verification process, the custodian was unable to confirm your identity based on the initial information provided. Although you have submitted a copy of your Social Security card, two additional forms of identification are still needed to complete the verification process.

      An email was sent on April 8th, 2025 advising the documents needed.  I have resent this email to you.  A copy of the email may be found when you link to your HSA account and review the notifications sent.  

      You can securely upload these documents by visiting:
      ??*********************************
      Please use the code PSA when prompted.

      Alternatively, you may fax the documents to ************** or mail them to:
           WealthCare Saver
           P.O. Box 162177
           ***************************

      We understand your concerns regarding delays and communication challenges, and we are actively working to improve our service responsiveness and the usability of our online portal. Your feedback is invaluable in this effort.

      If you need further assistance, please contact our support team directly at ************.

      Thank you for your patience and the opportunity to address your concerns.


    • Initial Complaint

      Date:04/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Nobody will answer the phone or any emails at this business! I need to be able to access my *** account for tax information because I was never sent the proper forms and need to be able to properly report my distributions/contributions. I cannot access my account because the multi-factor identification is linked to my former work email which I no longer have access to. I have been trying and trying to contact this business via phone and email and have not been able to get ahold of any one to assist. All I want is to login to my online account.

      Business Response

      Date: 04/14/2025

      Thank you for reaching out and bringing your concerns to our attention. We sincerely apologize for the difficulty you experienced in trying to contact us and for any frustration this may have caused.


      We understand the importance of accessing your HSA account and the necessary tax forms for accurate reporting. Were pleased to confirm that one of our representatives reached out to you on April 11, 2024, at 10:23 AM and provided the assistance needed to regain access to your account and retrieve your tax documents.


      If you have any further questions or need additional support, please dont hesitate to reach back out to us at ************. We're here to help and want to ensure you have everything you need.

    • Initial Complaint

      Date:04/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A monthly debit at the start of the month from my *********** Account ending in 4013 for unknown charges going back many months. Impossible to reach company with a non-responsive telephone directory that automatically disconnects the caller at *************

      Business Response

      Date: 04/16/2025

      Thank you for bringing this matter to our attention.

      We understand the concern regarding the recurring monthly charges. A COBRA representative contacted tyou on April 15, 2025, to review the dental coverage in question. During this conversation, it was clarified that recurring payments had been previously elected for ongoing COBRA dental coverage.
      To discontinue future charges, the recurring payment option can be cancelled by logging into ********************************* and updating the payment preferences accordingly.

      We sincerely apologize for any inconvenience experienced when attempting to contact us. For direct assistance, we encourage the complainant to call us at ************, select option 2 for "Participant," and then option 2 again for "COBRA." Our team is available to provide further support as needed.

    • Initial Complaint

      Date:03/31/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 **********************. I left my employment at the company with whom I have this account linked to, and my employer mentioned that I will access to my funds until the end of the month. However, the card stopped working immediately! I had ~$400 in that account that ********************** just simply took away from me and refuses to let me transfer it out of their account. It took several emails and waiting on the phone for an hour to access any support. I would like my full commuter balance to be returned to me so that I can transfer the balance to my public transit card.

      Business Response

      Date: 04/04/2025

      Thank you for reaching out to us, and we apologize for any frustration you've experienced regarding your commuter benefits account. We understand the importance of accessing your funds, and we want to clarify the details of your situation.

      As per the plan design, the benefit end date is tied to your employment termination date. This means that your access to the funds on the account ends on the date your employment ended. However, you are still eligible to submit reimbursement requests for any eligible transit or parking expenses incurred between February 26, 2025, and March 21, 2025. These are the eligible dates of service for which you can request reimbursement.

      Please note that the funds in your account are not portable and must be used by March 31, 2026, for eligible expenses related to parking, as per *** regulations. Any remaining funds that are not used by this date will be forfeited. The funds may be accessed through ************ by creating a reimbursement request. 

      If you need assistance in submitting reimbursement requests or have any further questions, please don't hesitate to reach out to our customer support team at ************, Monday through Friday, from 8:00 AM ET to 8:00 PM ET. We are here to help.

      Thank you for your understanding, and we apologize again for the inconvenience.

    • Initial Complaint

      Date:03/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 the *** benefits offered by my employer. I contributed $2500.00 in 2024 towards child care but only $300 has been approved. The company has repeatedly (and in violation of *** Pub 503) denied my claim for reimbursement, without providing explanation. They do not answer their phone/the ** mailbox is full/hey do not respond to email. I provided all the necessary paperwork/receipts/tax ID. I have attached the receipts with the tax ID.

      Business Response

      Date: 03/31/2025

      Thank you for reaching out to us, and we sincerely apologize for the delay in processing your claim. Upon reviewing the issue, we found that the delay was caused by the claim processor using payment dates to substantiate the claim, rather than the service dates. After further review of your documentation, we can confirm that the service dates for the 2024 plan year are included, which has allowed us to move forward with the reimbursement process.

      You have already been reimbursed $400 on 03/21/2025 and $300 on 03/27/2025 via check. The remaining $1,800 has been approved, and a check will be mailed on 04/01/2025.

      We apologize for any confusion or frustration this may have caused and appreciate your patience as we worked to resolve the issue.

      If you have any further questions or concerns, please don't hesitate to reach out to us at ************. The best time to call is between 5:30pm and 7:30pm ET.

      Thank you for your understanding.

    • Initial Complaint

      Date:03/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 my complaint, and find that this resolution is satisfactory to me.

      Thank you. 

      Business Response

      Date: 03/31/2025

      Thank you for reaching out to us regarding your *************** activation. We sincerely apologize for any inconvenience and frustration this delay has caused.

      After reviewing your case, we have confirmed that your COBRA coverage with ************ is currently active. We understand the importance of timely activation, and we appreciate your patience throughout this process.

      If you have any further concerns or need additional assistance, please do not hesitate to contact us. We are here to help and will continue to monitor the situation closely to ensure that your coverage remains fully active without further delay.

      Thank you again for bringing this to our attention, and we appreciate your understanding.

    Flores & Associates is NOT a BBB Accredited Business.

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