P&A Group Reviews 13

This company is the absolute freaking worse. Every time that I have called them, I've gotten the run-a-round by these unexperienced individuals. Their system is supposed to be easy to use but it's not. You submit the request/ required documents and they tell you that you submitted them under the wrong tab. But, when you ask for assistance in correcting the matter, they appear to incompetent. From one person to the next, you will be told something different, so I pray that you never have an urgent issue utilizing your benefits because, may GOD help you with getting things resolved.

This is My Review from the Employer Side – Extremely Disappointed

Most of the negative reviews seem to be from customers, but I’m writing this as an employer who worked directly with P&A to close out a company 401(k) plan — and the experience has been just as frustrating.
It has taken over 9 months to complete the process, and we’re still dealing with unclear communication, long delays, and a total lack of urgency. I asked for the account to be closed at the end of year. Due to a mistake on their end they did not close out my account in a timely fashion. I am the one who had to make them aware of the issue. My representative routinely takes 2–4 weeks to respond to email even for straightforward questions.
To make matters worse, the employer portal has been down for months, preventing secure documents from being submitted. That’s unacceptable for a company managing sensitive employee data like Social Security numbers and retirement assets.
I did finally receive some answers today but only after a third-party company involved in the process escalated complaints on my behalf. Without their involvement, I doubt I would have received any response at all.
Even then, the answers I received did not address the core issues or correct the mistakes made. There is no accountability from P&A.
I would strongly advise any employer considering P&A to look elsewhere.

As someone who recently interacted with the P&A Group through a former employer, I feel compelled to share my experience for others who may be considering them as a vendor.

In my opinion, the systems and interfaces used by P&A Group feel outdated and unintuitive, which made navigating important health benefits unnecessarily stressful. I also felt that the customer service I received was indifferent at best—there seemed to be little urgency or empathy regarding issues that had real impacts on my family's health and wellbeing.

While I understand that no system is perfect, I expected a higher level of professionalism and responsiveness, especially given the nature of the services they provide. Having worked with organizations that prioritize employee care and operational excellence, this experience felt misaligned with those values.

As someone who recently interacted with the P&A Group through a former employer, I feel compelled to share my experience for others who may be considering them as a vendor.

In my opinion, the systems and interfaces used by P&A Group feel outdated and unintuitive, which made navigating important health benefits unnecessarily stressful. I also felt that the customer service I received was indifferent at best—there seemed to be little urgency or empathy regarding issues that had real impacts on my family's health and wellbeing. I also have some concerns and feelings that misrepresentation has occurred and I am trying hard to resolve this with the organization to no resolution as of yet. I hope it is all a misunderstanding on my part, but it feels very wrong and dishonest at this point.

While I understand that no system is perfect, I expected a higher level of professionalism and responsiveness, especially given the nature of the services they provide. Having worked with organizations that prioritize employee care and operational excellence, this experience felt misaligned with those values.

I have been deeply frustrated in far too many moments than I care to admit with this company. I hope that my feelings and opinions help others make informed decisions. If you're a company evaluating vendors for benefits administration, I’d recommend exploring other options or at least engaging in a thorough review of P&A Group’s current capabilities and service standards first.

Terrible plan administrators. It’s like they’re trying to be as incompetent as humanly possible. When we first logged into our account, we realized that somehow an additional random person (no idea who he was) was also listed as a plan participant. We promptly let them know of this error on their part, and despite their assurances that it would be quickly rectified, it took us multiple calls over several months to have this person removed. Other errors since then, including the latest in which we were informed by our optometrists’ office that our insurance status was “inactive”, despite the fact that we’ve payed into the plan for vision for over 6 months ! Again we informed P&A of this discrepancy and were assured it would be investigated and rectified in short order, but we have no confidence in this, and were forced to cancel our appointment for vision care. Is it fraud (because the monthly payments for vision care went somewhere but not to the insurance company) or is it “just” gross incompetence ?

TERRIBLE company. I had to fax in a claim. Must have tried 10x. Fax line would not pick up. I called and the woman said "oh that's the only line we have". The mere fact that I had to "fax" something and could not upload? What century are you in?? SERIOUSLY? Finally got it to go through and then it cut me off half way. So I submitted yet again. Got 3 emails and a letter in the mail stating my claim was denied. BUT YET I have a confirmation fax showing all pages went through. Worthless company. Every single time I have to deal with them I cringe.

Very difficult to deal with. Limited phone hours. LOOONG hold times and the person that finally answers may not have the authority to help. This is a very old school operation. They have an app but it is awful.

Last straw: They send out emails demanding documents from a NOREPLY email address!!!!

I have the documents and would be happy to attach to an email, but they want the documents printed and mailed.

My fax machine was my printer. I don't have an 8 track anymore either!!

Do Not Hire this company unless you want your employees to be doing extra circus acts numerous times because they promised you a big payout at the end if the year. We have tried to be compliant. We have faxed things to them numerous times. We see ~200 difference. Yet I don’t trust them when they shut our reimbursement card off without any prior written notice or phone call. I’ve tried to reason with these people but this old manager is the most hateful human being I’ve ever dealt with. And he jumps in the call and starts harassing. I want him fired for all the pain and suffering I’ve endured at a donkeys expense. He refuses to listen. He argues. He gets off on telling you he’s not turning the card back on. He is sick deranged and a huge liability. He acts like the devil’s spawn & will act like the mafia. I’m not stopping with my complaints and warning employers NOT to DO Business with this company. He loss in productivity hours out ways any actual benifit they may promise you. Do you really want your employees stressed out over worked doing extra tasks for a company that says they are doing it to help you? NO!

Every month it seems like I have to fight them to approve my childcare reimbursement. I submit proof of payment along with proof of service dates. It seems to always get denied then when I have someone review it over the phone, they give me a lousy excuse and approve it. I will not be using P&A Group after this Fiscal year and will be recommending to my employer to terminate their contract with them. There are more issues but I can go on and on.

I signed up forbthe dependant child care expecting it to be simuler to the other flex accounts. They do not put the money up front and do not put money on the account until each pay cycle. They never sent me the card for the account and when I called to get it corrected they didn't know if the dependant child care account qualified for a card. They sent a card later when they "figured it out". They also require you to send in an itemized receipt which wasn't made clear until the second email they sent a full month after payment. None of this was even attempted to be made clear at any point before or after signing up for the service. They deliberately neglected to inform me and then made the process overly complicated to discurage use of the service. The whole thing seems like a way to get your money, tie it up, and keep you from using it. I do not appreciate P&A group using my children's daycare as leverage to play games with my finances.

It is hard to access to the website. I tried to fax my documents a lot of time and it never went through. It is very frustrating.

I got no help from the customer service rep and was told I would get a call back the next day because they were too busy.

Terrible customer service.
Such unfriendly, no customer service phone conversation. I needed to practically pry that representative’s mouth open to get answers. On the service receiving side, I needed to ask how to proceed with payment? What payment methods/options there is? What is the address to send doc and payment? Whom should I write on payable to? What remark to put down? How long will it take to process the payment? Once I say payment, aren’t the customer service representative supposed to tell me how to pay, where to send the check to etc??? The company needs to train their staff better or pay a higher rate to hire people who can provide the customer service.

Their website, when working, is very difficult to use. It is hard to find what you are looking for, and you never know what account you are looking at. The menu items are hard to navigate and don't make logical sense. To submit for reimbursement, you'd imagine you would need to file a claim. However, when you go to Upload A Claim menu item, this directs you on how to mail in a claim through the snail mail. You'd think in today's day in age that one could submit claims electronically right? Well, you can. But you have to figure out what menu item this would fall under, because it is different from the menu item for filing a claim.