Complaints

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:06/28/2024

  Type:Product 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.

  My first paycheck from these guys was deposited 2 weeks late only after getting the case worker involved. So I received 2 checks at once. My next check was short. They ignore all emails about this issue. Instead send me an email lying and saying my bank information is incorrect. Clearly it is not as 3 checks have been direct deposited. Sent them the information again but they still ignored the pay discrepancy. Now its pay day and Ive not been paid again. According to state law, if action is not taken when notified of a discrepancy, they are also required to pay a days salary for every day the payment is late. They currently owe me like $1200 in payroll and if I file a complaint with sage and labor they will owe another $1300 in penalties so far for failing to pay on the scheduled pay date. Their only job is to process payroll and their BBB complaint file makes it clear they are incapable. They should have all contracts pulled. I cant imagine the number of good care givers that have been lost due to Acumens inability to execute their only function.

  

  Business Response

  Date: 07/08/2024

  Thank you for the feedback you have provided. On behalf of Acumen we would like to offer an apology for the experience you have described here. As an FMS, Acumens role is to pay attendants according to the employers approval, following the limitations of the clients budget. When selecting direct deposit as the payment type, we advise individuals to allow 1-2 pay cycles for this to be established and that a paper check would be provided in the interim. Due to the unique circumstances surrounding each case, we will reach out directly to you in hopes of providing additional information and assistance as needed.

  Customer Answer

  Date: 07/09/2024

  I was receiving direct deposit, then you guys unilaterally claimed my info was wrong, the info on the form from my bank.  Every complaint you guys get is about pay.  I am still owed 2 1/2 weeks pay, and your agents and supervisors are non responsive.  How you guys fail at you only job is beyond me 

  

  Business Response

  Date: 07/18/2024

  On behalf of Acumen, we are deeply sorry for any inconvenience you have experienced throughout this process. It appears that this issue has been resolved as of today. We attempted to reach you by phone to confirm this with you and answer any additional questions or concerns you may have. Please feel free to contact us directly to discuss. Our goal is always to ensure attendants are paid timely and according to our payroll schedule.

• Initial Complaint

  Date:06/07/2024

  Type:Billing 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.

  This complaint is against Acumen Fiscal Agent. They are an agency responsible for administering payroll for my handicapped son's caregivers. His name is *************************, client ID ******. I act as the employer and approve time for the caregivers.On 5/9/24 I notified ******'s case manager, ************************* (NARCOG), that ******'s account was suspended and that I could not make, edit or approve entries for employee's hours worked. I was unable to enter or approve the time for that pay period electronically so I submitted paper timesheets for ***************************, AL11387, and *********************, AL11317. Neither employee was paid for the pay period ending on 5/18/24. I have since contacted ***** multiple times reporting that the account is still suspended and I cannot make entries for time worked. ***** informed me that there was a packet submitted in November of 2023 that Acumen had failed to process. The information was resubmitted last month. I need to have this situation resolved so that employees can be paid on time. I have received zero communication from Acumen concerning a resolution for the problem. The caregivers will not receive timely payment for the pay period ending on June 1st because ******'s account is still suspended.

  

  Business Response

  Date: 07/25/2024

  Thank you for your inquiry. All required documents have been received, and the account has been re-activated.
  No further action is needed. Thank you!

• Initial Complaint

  Date:05/31/2024

  Type:Customer Service 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.

  This business has the worst customer service possible. I was assigned a case manager, *************************. ****** is impossible to reach. Her voice mailbox is always full. She rarely replies to emails. I follow their procedures for submitting new employee enrollments, timesheets, etc.; yet they rarely - if ever - get processed without me having to call. When I call, it takes 5 - 10 minutes to get through to someone on the phone. I'm then asked all of the questions that I've already answered in the prescreening. The phone number for customer service is never helpful. They say that the "enrollment department" or "vendor processing department" needs to handle this. Nobody ever handles it. I have to call back, over and over. My son is 13. Besides the fact that he is a minor - he is also non-verbal and has profound disabilities. I'm his mom. Today I called, for the 5th time this week alone, and the person that answered, ****, refused to talk to me as she said I was not authorized! For 2+ years I've been dealing with all of this nonsense. I don't understand how this business can continue to abuse their clients/customers.

  

  Business Response

  Date: 07/12/2024

  We appreciate your feedback and apologize for any inconvenience you have experienced. We have recently undergone some internal changes and formed new teams across various departments within Acumen, which may have caused the delays you experienced.
  
  To address future concerns and inquiries promptly, we provided you with updates and the contact information for your new point of contact.
  
  We value our partnership and look forward to maintaining a smooth and positive working relationship with you. Thank you for bringing this to our attention.

• Initial Complaint

  Date:05/02/2024

  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.

  Acumen is horrible. They dont pay correctly they reject submitted hours that are suppose to be approved bc I worked for them . I didnt get paid the whole month of February because my phone was not working and I couldnt clock in. When I entered the time manually on my computer because my login info is saved it rejected it . I called numerous of times to try to get my mobile login information and also to talk to someone about my missed pay and no one answers. I have fallen behind on my bills and even had to run my credit to try to take out loans.My last check dated for may 3rd 2024 I submitted 60 hours and the check stub says that Im only getting paid for 30. This is a nightmare . I need to be paid for all missed wages . We Never encountered this problem with the last company. Im currently on hold with them now as I am writing this message and its been 50 minutes and still no answer. I have been on hold 5/6 hrs in the past with out an answer and once before after being on the hold for hours they picked up and hung up in my face.

  

  Business Response

  Date: 07/25/2024

  Thank you for your inquiry. We show that all time has been paid as of May 4, 2024.
  Please communicate with your employer regarding maximum number of weekly hours you are able to work. Thank you.

• Initial Complaint

  Date:04/02/2024

  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.

  Since January of 2024, acumen fiscal agent became the payroll company for Sarcoa, the **************** that pays people to help and take care of ******** recipients. This company has only paid me correctly on 01/19/24 . To this date, 04/02/24, I have not been paid a total of 340.14$ over the past few months. I have my pay wage and the records of my time worked through the Acumen App they ask us to use, DCI, so it is recorded and I have copies of all my deposits. I have tried numerous times to contact the company to which no response. I've reached put through emails, and phone calls. I've contacted the case worker and have documentation that there are numerous employees expirencing the same issue to no resolution. Sarcoa is not allowed to contact Acumen on payroll issues. This is unacceptable to not even be able to get in contact with a company whose job is to pay people to survive.

  

  Business Response

  Date: 05/21/2024

  Thank you for your inquiry. All paper time sheets have been processed and paid. We do see that you have used the DCI mobile app for your time entry, but some shifts were rejected by your employer, and some continue on for over a day and were subsequently rejected. Please re-enter any of those rejected shifts for your employer to approve for payment. For help with using the mobile app, or for assistance in using the online portal you may call our customer service team at ************ or use our online training tools which can be found at  www.acumenfiscalagent.com/state/alabama, go to ADSS program, then choose ADSS ************************* & Recordings. Let us know how we can help!

• Initial Complaint

  Date:03/25/2024

  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.

  We are a self employed company that takes care of a cancer patient that is supposed to get paid by acumen that they are not making on time payments of the workers funds many people are having this issue and it is un acceptable. They are not answering the phone to anyone, which makes it even harder.

  

  Business Response

  Date: 05/21/2024

  **********************, thank you for your inquiry. We do see that the payment you are questioning has been processed, and that all other payments have been made in a timely manner. Please do let us know if there is anything we can do to assist you.

• Initial Complaint

  Date:03/23/2024

  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.

  Transitioning from Allied to Acumen

  

  Business Response

  Date: 05/21/2024

  In reviewing this account, all submitted time sheets have been paid. We welcome any further feedback and hope you will contact us directly if you have any questions or concerns about your payments. Thank you.

• Initial Complaint

  Date:03/12/2024

  Type:Order 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.

  Since the last week of December 2023, out of 5 checks, our caregivers have either been paid late or not paid at all! You wait on hold for 4-6 hours before even talking to someone. Leaving a message does no good because they dont call back. The only 2 times of being able to talk to someone, our caregivers were told they would see what they could do about our checks. We have bills to pay and are working with no pay! Something needs to be done about this business before our elderly all lose their caregivers and are left with no assistance! Our elderly deserve better than this company!!!*********************************************************************************************************************************************

  

  Business Response

  Date: 03/26/2024

  Thank you for your feedback. We apologize for the inconvenience and can assure you we are taking all feedback seriously. Thank you for your patience. 

• Initial Complaint

  Date:03/12/2024

  Type:Order 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 also work with ****** in which ******** switched over to Acumen the beginning of the year. I am oh so grateful to not have the major problems like everyone else but on one of my checks they did short me 12 hours and I've been calling everyday 2 to 3 times a day with no answer. No return phone calls. They will not respond back to the email and it is very sickening that they can really play under people like this. My neighbor works under this program too and was one of the people that never received pay from the beginning. She couldn't pay her bills, get her medication, buy food for her family. It's sad we are already living in hard times and people out here working and can't even get paid. These people has made the NEWS and they still can't get on the right track. ******** NEEDS TO PULL THIS CONTRACT BECAUSE THEY REALLY **** AS A PAYROLL COMPANY

  Customer Answer

  Date: 03/26/2024

  I also work with Acumen as a sitter for ******. These people can not seem to get my pay together for some reason. I've had my lights get turned off since ****** has switched over to this company. It has literally taken 2 months for me to get paid and still then it wasn't all my money. I've sent document after document to these people and no one seems to comprehend or understand. We all got paid this past Friday but not me. I've called several times with no response back.
  

  
  

  

  Business Response

  Date: 03/26/2024

  Thank you for your feedback. Upon review of your account, it appears that payment for these service dates has been issued and this matter has been resolved. We appreciate your patience and thank you for your business.

  Customer Answer

  Date: 03/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:03/11/2024

  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.

  This company has been the new payroll company for Personal Choices since December 23 2023.They have not paid me fully since they began payroll. I take care of my mom who lives with me and I am suppose to get 40 hours to help her. My supervisor and another worker at Personal choices have not followed through with contacting Acumen for me. I have emailed, called multiple times with NO response. When I called I held for hours, I left my call back number it never got returned. This is very wrong.

  

  Business Response

  Date: 05/21/2024

  Thank you for your inquiry. Please note the program does not allow for more than 40 hours each week (Sunday to Saturday) to be paid with ******** funding. If a shift exceeds 40 hours we will be unable to pay that shift. Your portal dashboard will show you how many hours you have submitted each week to help you monitor your hours. Please let us know if you have any further questions.

  Customer Answer

  Date: 05/21/2024

  There has been several checks that havent been over 40 hours. One check I got 8 hours for 2 weeks pay! Explain that?? I am suppose to get 40 hours every week and your company says they dont know that. I have proof you are taking money from me and I will be calling ************ of ***** and my attorney because I have complained about this to your company and ******** Waiver since December 2023 with no results.