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:03/06/2024

  Type:Customer Service 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.

  This is a payroll company that has been withholding hours that I have been approved for through the state of ******* for the elderly and disability waiver. So far they have withheld 121 hours from me. No one will email or call me back despite my attempts to contact them. This is theft, criminal, and disgusting. Every pay period they short me an enormous amount of hours. I expect this to be resolved very quickly as I have lost my patience with them.

  

  Business Response

  Date: 05/07/2024

  Thank you for your inquiry. As of the date of this response, all shifts that have been sent to Acumen for payment have been paid. Please note that the program does not permit more than 40 hours per week to be paid. Please let us know if there is anything else we can do to assist you.

  Customer Answer

  Date: 05/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is incorrect but the issue has been mostly resolved. I receive 60 hours weekly and they have been paying it as of recent. They did go back and pay the amount they owed me with the exception of 22 hours Im still waiting to be compensated for from February. This was after countless conversations via phone and email. I have never had such a hard time communicating with a company before.  Emails take days to weeks to be answered. When you call them you have to be put into a callback Que to hear back from them which sometimes takes days. It is an improvement from months past when it was completely impossible to communicate with them but it is still nowhere near where it needs to be concerning they are a business that deals with peoples livelihoods. 

   
  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:02/23/2024

  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.

  I'm a caregiver and I suppose to receive my paychecks through Acumen Fiscal Agent and I have not yet received my last pay period wages. I was suppose to be paid in ******-23-2024 my bills are behind because I haven't been paid correctly with them and because this is not the first incident I decided to report it. They have yet to pay on time since they took over for Allied I feel this is very unprofessional no one answers the phone or responds to the emails sent and when they do its a automatic message saying basically they will get to it whenever they do. Please help

  

  Business Response

  Date: 03/18/2024

  Hello **********************, It appears that all of the time you've submitted has been paid. Please let us know if you have any questions.

  Customer Answer

  Date: 03/18/2024

  I still haven't been paid for days of January 14,15,16 all other days have been paid 

  Thanks BBB!!

  

  Business Response

  Date: 04/11/2024

  Hello *********, Thank you for your feedback. Upon reviewing your account, it appears that you have been receiving pay regularly since this complaint was filed. If there are dates you are owed, please submit them for processing. 

• Initial Complaint

  Date:02/15/2024

  Type:Billing 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.

  Acumen is responsible for paying ** for services delivered to my developmentally disabled son. We submitted our invoice as usual but have not received payment on the payment date (2/14). We are unable to meet payroll for my son's support staff. The invoice amount is approximately $15,000. Acumen has received these funds from the ***************************************** and is required to pay ** upon presentation of invoice. This is urgent. PLEASE HELP!

  

  Business Response

  Date: 02/20/2024

  We truly understand the frustration and inconvenience you're facing, and for that, we sincerely apologize. We recognize the urgency of your situation and see that a payment was processed February 16th. Your satisfaction is paramount to us, so please feel free to reach out if you need any further assistance or have additional concerns.

  Customer Answer

  Date: 02/20/2024

  
  Better Business Bureau:
  
  Thank you BBB for your oversight of this business.  There is a chronic payment issue with Acumen which needs to be resolved for the long term.  Thank you for providing us with an avenue for resolution.
  
  *********************
  
   
  

• Initial Complaint

  Date:02/13/2024

  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.

  I went from December 21,2023 until January 11, 2024 not receiving a paycheck. Then it looked like it might be ok but come payday February 9, 2024 again no paycheck. $2087.16 should have been received by February 9, 2024, I've only received $1677.20. So where's my paycheck for the $409.96? I work 40 hours each week. I literally live paycheck to paycheck and have all my bills set to it. I LOST my car because of all this!

  

  Business Response

  Date: 03/18/2024

  We have reviewed your account and have found that the pay for dates 1/14/24 - 1/27/24 were mistakenly paid out ahead of schedule on 1/26/24. Due to this, you would not have received pay on 2/9/24 since the hours had already been paid. We apologize for any inconvenience or confusion this may have caused. We appreciate your business and thank you for your feedback. Please reach out to us directly if we may be of further assistance. 

• Initial Complaint

  Date:02/06/2024

  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 the switch from Allied to Acumen fiscal agent, I have not been paid anything. I have made inquiries with my personal choices counselor and with Acumen themselves but have not heard anything back. As of January 25, 2024 I am owed $958.75. When I called Acumen, I was told by the customer service ******************** I spoke with that I was not even listed under the woman I provide care for and her care provider before me was listed. The woman said my name was nowhere to be found. While I am a fairly new employee, I know that I gave my correct banking information because Allied paid me with no problem. Friday, February 9, 2024 will mark the fourth pay period I have been working under Acumen Fiscal Agent and its awful that I have not been paid yet. I have bills to pay and children to feed and without this money, we are really struggling, Acumen should not do business if this is how they treat their employees. I have done what was required of me on my end by sending in my time sheets and I got the automated message back saying they were received. I do not understand the hold up.

  

  Business Response

  Date: 03/06/2024

  Good afternoon. Our records show that the delay in payment was due to corrections that were needed with your enrollment paperwork, which has since been resolved and you have confirmed that you have received your payment as of today's date. Thank you for your patience. We appreciate your business. 

• Initial Complaint

  Date:02/05/2024

  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.

  Im a caregiver and I suppose to receive my paycheck through Acumen Fiscal Agent and I have yet to receive my check I was suppose to be paid in the 31st of January my bills are behind because of this I just received a message today saying that they need my direct deposit form from my bank which they should have told me this before payday its about to be payday again and I have yet to receive my check I cant keep going like this I feel this is very unprofessional

  

  Business Response

  Date: 02/12/2024

  Thank you for your feedback. I see that our Executive Director has been in contact with you and verified all time submissions have been paid at this time. We appreciate your business and thank you for your patience throughout this transition.

• Initial Complaint

  Date:01/29/2024

  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 took over payroll for Allied and we understood that there would be a transition period, but people who dont even get 40 hours per week, who also cant do so much as have additional hours approved when our family member or whomever youre caretaking for has surgery or anything needing additional time. Further more, they were supposed to take over payroll from 12/23 on, and I have YET to receive a dime. I know Im not the only employee dealing with this, but this is unacceptable, I dont know of another payroll company that could just get away with this type of thing. I want to be paid for the hours Ive put in, I have not been paid in over a month, and not been paid a single time since acumen took over.

  

  Business Response

  Date: 01/30/2024

  Hi Kelsea,

  We are not finding you in our system. Will you please provide us with the name as you were registered in the system so we may review your account?

  Thank you,

  Acumen

  Customer Answer

  Date: 02/05/2024

  My previous complaint was closed, but the email from bbb went to my spam mail so I didnt see where there was a request for a response. Acumen took over payroll for allied and was supposed to start paying in January. I have submitted all necessary time sheets and havent been paid. *** called in, and was informed I wasnt even in their system. I was told last week that someone would contact me about enrollment and it would be escalated to payroll but this hasnt happened. *** called and emailed several times since and only received a generic prerecorded message saying that theyre processing time sheets in the order that they were received. No response to emails or a real person responding. I just need to be paid for work Ive done for more than a month, and be put in a regular rotation of payroll. Im doing everything I can on my end to no avail.
  

  
  

  

  Business Response

  Date: 03/06/2024

  Good afternoon. Our records indicate that the payment delays were the result of enrollment paperwork that was needed from you, but that as of when we spoke to you in February, everything has been corrected and ******* has been received. Thank you for your patience. We appreciate your business. 

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair 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.

  My employee ***************************** has only been paid 212.oo since 12/23 and I don't understand why. She has bills just like everyone else. Same with my niece ******************************* that takes care of my sister *****************************

  

  Business Response

  Date: 02/02/2024

  Hello ****,

  I see our Executive Director has been trying to contact you, but the phone keeps disconnecting, so we contacted your employee directly. *************************** was able to verify that she has received pay for time that has been submitted, but she was confused on which dates to submit on her timesheet due to the payment schedule change. After going over the payment schedule and how it works, she agreed to place dates of 1/6-1/13 and 1/14-1/27 on 2 timesheets and submit them in the morning by fax. The next pay period that will be due on 2/12 is for dates of 1/28 - 2/10. ****** stated she now understands the process. We emailed her a paper timesheet, payment schedule, and good to go letter, as well as the link for DCI training. ****** was very appreciative of our help and stated she had no further issues. Please let us know if you have any further questions or concerns. 

  Customer Answer

  Date: 02/02/2024

  
  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:01/26/2024

  Type:Sales and Advertising 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 on a program with the ************************************* for the elderly and disabled for Personal Choice. They recently swapped payroll companies and since the paychecks that were were supposed to be getting has not been sent out. We had to argue with them for the last paychecks we got from them. Then they changed pay schedules. And today we were supposed to get paid and it never showed up. Our timesheets were sent in. They claim its been processed and paid. But the deposit has not showed up. But from my understanding, there are lots of people thats not been paid all the way back from December. Most people wouldnt go to work if they didnt get paid. But when its a childs life and care, then you cant just not show up for work. Paid or not.

  

  Business Response

  Date: 02/02/2024

  Hello *****,

  Thank you for bringing this to our attention. We have been trying to contact you regarding your direct deposits, but we have not been able to reach you at the email you have provided. We have also left you a voicemail asking for a return call. Our records show that we sent a direct deposit on 1/16/24 for pay period 12/23-12/30/23 and on 1/26/24 for pay period 12/31-1/13/24. Please let us know if you are still not showing these deposits at your bank so we may verify your banking information. We are looking forward to hearing from you. 

• Initial Complaint

  Date:01/26/2024

  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.

  Wasn't paid for all of my hours in which I performed services for.Upon submitting 2 emailed timesheets I received a confirmation letter stating they were received however I only received pay for 11 days December 31 through January 10th(which was located on the first timesheet) . However the second timesheet which was in plain sight with the dates January 11 through January the 13th wasn't paid. I've attempted to call several times and no one ever answer or call back.The pay I did receive came with an incomplete check stub that fail to state hours and rate of pay. This company is an atrocity

  

  Business Response

  Date: 01/31/2024

  Thank you for your feedback. Our records indicate Acumen contacted you on January 27th and confirmed that direct deposits were received in full on scheduled pay dates of January 12, **** and again on January 26, ****. The January 26th payment was made in two separate deposits, both made on the same day. Acumen was able to confirm during that call that all deposits were in her account in full and on the scheduled pay dates. We also provided coaching on the online portal to show you where she could find each shift submitted, and the status of each shift, as well as your pay stub. We further had our training department outreach to offer additional assistance.