Business ProfileforBenefit Extras Inc

Poor customer service and misleading information. I had to use this company for my COBRA benefits since my former employer has apparently contracted for their service. After paying the first 1-2 premiums by mail I decided that I wanted to pay through my bank. I emailed them twice and never received a response of any kind. I finally called them and an employee (whom I will not identify here) assured me that I could pay via the bank. I asked if I could drop some of the coverage I originally requested and keep the rest. I was assured that would be fine. I asked how to communicate this to the specific department and was told to just send in the premium for the services I wished to keep and they would figure out what I dropped. I wasn't totally comfortable this so I asked if a note could be placed in my file to that effect. She said she would address that.After the next payment by bank I received an invoice for the coverage dropped.I wrote a detailed letter to the company (a small business) and the response was not an apology. It was not an admission of error. It was telling me to return to the mail in system. That was it. I don't expect *********, just a note to recognize the inconvenience/confusion and to let me know they were now aware of the issues. No more that that.I have worked in health care last last 28 years and we tried to obtain service recovery if we could, more so if we made an error. Apparently that is too much to ask from this business. I do NOT recommend this company.

My sincere apologies ***** that your experience with Benefit Extras happened the way it did. I was able to review your record and you are SO correct that things should have been handled differently! Clearly there was miscommunication on our part as well as a lack of documentation, both of which have been addressed internally. While we are grateful that after 22 years in business and 10s of ****s of COBRA transactions this is the first complaint we have ever rec'd from BBB, it nevertheless is important to us that all of our customers receive the best in customer service. Please feel free to contact me direct if you would like to discuss in more detail. Again my sincere apologies! *************************** President/Owner

In addition to the above comment from Benefit Extras, I also received a personal phone call from an employee of the firm. She was very kind and apologetic for any inconvenience the situation may have caused me. It was very much appreciated. After receiving the owner's response in writing, I followed up with a call. Based on that we were able to set up a monthly automated withdrawal thus avoiding the manual mailing in of a coupon plus a check. I am grateful that Benefit Extras owner took the opportunity to personally reach out with a kind note and then taking steps to better serve my needs. She addressed it personally over the phone.THANK YOU