Is BenefitBay the Right Choice for Your Business? Our Experience Says Otherwise

When it comes to selecting benefits providers for your business, reliability, transparency, and accountability are non-negotiable. Unfortunately, our experience with BenefitBay has been riddled with a lack of transparency, poor communication, and financial mismanagement.

A Lack of Accountability

At Fred’s Appliance, we raised serious concerns regarding our account audit and refund process with BenefitBay. Despite repeated attempts to obtain clarification, we were met with dismissive responses. In an email from CEO Brandy Burch on February 26, 2025, we were told, “We do not have any further matters to discuss.” Rather than addressing the specific discrepancies we pointed out, BenefitBay chose to cut off communication entirely.

This refusal to engage in meaningful discussion about critical financial matters affecting our employees' benefits is a glaring red flag. A responsible benefits provider should be willing to work through concerns, not ignore them.

Unresolved Refund Issues & Opaque Financial Practices

One of our primary concerns was the handling of refunds of our managed checking accounts for Benefits premium managemnt. On December 24, 2024, BenefitBay claimed to have “audited your account and provided a full refund for the account that was in good standing and written off the other past due items to bad debt.” However, upon review, we found that several accounts still contained outstanding discrepancies, including a total balance of ~$5,000 that remains not reimbursed.

Additionally, we discovered that Brandy Burch, the CEO of BenefitBay, has a contract on file that directly contradicts a rate increase conveyed in writing by one of her coworkers. This raises serious concerns about internal inconsistencies and misinformation within the company. If a company’s leadership has access to documentation that contradicts their own team’s communications, they should take corrective action—not ignore customer concerns.

Poor Customer Service & Communication Failures

Throughout this process, we encountered resistance rather than solutions. In multiple emails, BenefitBay repeatedly deflected our concerns, stating that they had “already communicated with One Digital broker services” as if that absolved them of the responsibility to directly address our inquiries.

Additionally, their reluctance to engage in discussions beyond their initial response suggests an unwillingness to take responsibility. A benefits provider that disregards legitimate customer concerns should not be entrusted with the well-being of employees' health benefits.

Final Thoughts: A Warning for Businesses Considering BenefitBay

Our experience with BenefitBay has been marked by a lack of financial transparency, dismissive customer service, and an unwillingness to resolve legitimate concerns. If your business is considering working with BenefitBay, we strongly urge you to reconsider.

A benefits provider should be a trusted partner, ensuring that employers and employees alike are supported with clear communication and responsible financial practices. Based on our experience, BenefitBay falls short of these expectations. We recommend exploring alternative providers that prioritize transparency, responsiveness, and accountability.

Have you had a similar experience with BenefitBay or another benefits provider? Share your thoughts in the comments below—we believe that holding benefits providers accountable benefits all businesses.