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:01/25/2024

  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.

  Many people in the Alabama Personal Choices Program (through ******** Waiver, you receive funds to hire and outside caregiver or be paid yourself) have been left without pay after transferring fiscal companies. We were not warned about this change, it was completely last minute and completely unnecessary. We got screwed out of a check because of switching; people are losing caregivers due to not being paid on time or at all. This is outrageous! We are relying on this money whether it be for ourselves to help provide and pay bills or to pay our caregivers to take care of our disabled children/ family members. Many of these caregivers have quit because they are basically working for free. This is RUINING peoples lives. I myself am extremely behind on bills because of this, I had to take out a 1500$ loan to cover my bills and STILL will not be paid this week. Thats an over $1000 check that I will be missing out in because they are ill prepared and this is just straight up negligence.

  

  Business Response

  Date: 01/31/2024

  Thank you for your feedback. Upon review of your account ********************** verified that you received pay in full via direct deposit on scheduled pay dates of Jan 12, **** and again on the next scheduled pay date of Jan 26, ****. Please feel free to contact us if you have any other questions about the new payment schedule.

  Customer Answer

  Date: 02/01/2024

  
  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 consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:01/24/2024

  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 son is the participant in the adds personal choices program and they handle his employee payroll and havent paid him yet and another payroll is due to be turned in Friday. Something needs to be done so we can get paid

  

  Business Response

  Date: 01/31/2024

  We apologize for the inconvenience this has caused you. Acumen has confirmed that the employee was paid via paper check dated January 25, **** for service dates of December 23, 2023 to December 30, 2023 and again on January 29, **** for service dates December 31, 2023 to January 13, ****. Please contact us if there are any further questions or concerns that we can address. We appreciate your patience. 

  Customer Answer

  Date: 01/31/2024

  
  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,
  Now yall just to speed it up on the pay card because paper heck is a big inconvenience 
  *****************************
  
   
  

• Initial Complaint

  Date:01/23/2024

  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.

  I work for ADSS as a caretaker. I had no problem getting paid with Allied but now it's coming up on 2 pay periods that I haven't gotten a check. I've been locking in and out like I was told. I am owed a check from January 12th. I have sent multiple emails with no response. I just want to know what is going on with my check because I have a family to provide for just like everyone else

  

  Business Response

  Date: 01/30/2024

  Our records indicate all payments due have now been paid as of today. Furthermore, I see that our Executive Director has been in contact with the employee to verify she is now able to use the DCI app for clock in/out, and that the employee reporting feeling much better about time entry moving forward.

  Customer Answer

  Date: 01/30/2024

  
  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:01/22/2024

  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.

  we found out in late December that they would be taking over our payroll for the elderly and disabled program. Pay day came, and I haven't been paid. I have reached out to everyone I know too, i have went to website and sent a contact us email, found emails of payroll employees and emailed several of them within payroll no response, called several times and placed callbacks but no callback were made, then called and waited on hold for 4 hours for her to tell me she didn't know to maybe email where you emailed your timesheet too. I take care of a disabled lady and have 2 children one who is disabled nonverbal and has seizure i need his medication but cant get it until this company pays me. Acumen should be ashamed of themselves So please beware. Transitions with this company are not smooth. This company can not be counted on to provide the care your families in your state and communities deserve.

  

  Business Response

  Date: 01/31/2024

  We apologize for the inconvenience this has caused you. Our records show that Acumen's customer service team spoke with the individual on January 22nd and were able to gather the information necessary to ensure payment for the missed payroll period (which included service dates from December 23, 2023 to December 30, 2023) was paid via a direct deposit on January 24, ****. We have also confirmed that the next regularly schedule payroll was direct deposited as scheduled, on January 26, ****. Thank you for your patience. 

• Initial Complaint

  Date:01/17/2024

  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 does not process paperwork promptly as it knows there are limited providers where we can get fiscal services for government funds. I have had two issues recently with Acumen. My current issue is submitting paperwork for a new employee on December 23rd, 2023. It's January 17th, and my employee is still waiting to be hired. I lost the last employee due to Acumen's timing when they decided to process new hires. I admit I had two errors on the paperwork; however, I returned the paperwork within 24 hours of the request. Acumen then puts your corrects back in the queue as a new request, causing you to wait another six days for them to process the paperwork. They state that they process background checks within 1 to 3 days. I have waited up to 3 weeks for a background check to be submitted for processing on a new hire. I understand they can't determine when they return, but they can determine when they are submitted. I have told them my son, who has autism, is without full-time care, and this does not matter to Acumen. I have asked for a return call from the enrollment department, but it never happened, and it's been two weeks since the request. One agent told me her manager stated that the manager responded that the manager could not help me. In the past two weeks, I have waited on hold for up to 1 hour and 45 minutes to speak with a rep, and then the phone was disconnected, and she did not call back. Had to wait an additional hour. The call-back feature does not work; I am still waiting for a callback from last week using that feature. As of today, I have submitted all corrections, the background check is back, and I still do not have a "good to go letter" from Acumen to hire my employee who applied on December 23, 2023.

  

  Business Response

  Date: 01/25/2024

  Thank you for your feedback. We do apologize for the delays. We do our best to process new employee documents as quickly as possible because we know how difficult it can be to find and retain good employees. We strongly encourage all employers to submit employee paperwork accurately to avoid any additional delays. Our team does work out of que, and we work the oldest files first. This means that corrections do go back into the que for assignment and processing. As for the employee background checks, we do initiate that process immediately once we begin reviewing the employee documents. However, the background check results vary based on many factors beyond our control.
  
  We are currently in the process of implementing a new agent model in Georgia. This will ensure that you and all of our clients have a dedicated, local person/agent to contact for your immediate needs and concerns. Going forward, please do not hesitate to contact the GA Executive Director, ********************* at *********************************** for immediate resolution of any issues.

  Customer Answer

  Date: 01/25/2024

  This is unacceptable as I you should check for all corrections when you open the file. You send corrections for the same file on different days. If it was missing in the first file, why does it take three different responses and three different wait times? If we do not hire people on a regular basis, things are bind to be missed. Putting it back in your regular que only slows the process and we lose the help we were trying to hire for our special needs children and adults. It already had to find the right caregiver only for Acumen to hold up the process even longer because your procedures are flawed. There are complaints of this nature dated back years and you still have not corrected the issue. You hold our hiring decision in your hands while we pray we dont lose the hire. You dont have to deal with finding the right person for your special needs child so you dont care how long it takes you to process a hire, outside of the background check process. My background was not initiated in 1 to 3 days as you state. My last hire waited 2 weeks to be initiated by Acumen! My hire is processed now, but I had to file this BBB complaint to get you to respond and get my hire done! This is unacceptable. I could not get anyone to call me back about my hire before this complaint was filed. 

  

  Business Response

  Date: 01/29/2024

  Again, we sincerely apologize for the incovenience and frustration you experienced during this process. We have looked into your specific complaints thoroughly and are taking additional steps toward corrective actions. A supervisor will be contacting you today to hear more about your experience with our team and the process.
  
  A previously mentioned, we are working to implement some new process improvements and team restructures to help avoid delays. These improvements will be implemented next month (February) and should have a positive impact on our clients as they navigate through the employee onboarding process. ********** about our clients and want to make the process as smooth as possible. 
  
  We thank you for your business and want to ensure you have a better experience the next time you need to onboard a new employee.

• Initial Complaint

  Date:01/12/2024

  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.

  Well, we learned in December that they would be taking over our payroll for the elderly and disabled program in the ****************. We were told it was going to be a smooth transition, it seemed at first, they were going to be a good company, we were able to get in touch with people, get questions answered etc.... Our first pay day came, and nobody got paid. They will not answer or return calls or anything else. This is not only a horrible way to treat employees but not a way to conduct business at all. We are families with elderly and in many cases, disabled CHILDREN who ************* for! Acumen should be ashamed of themselves and honestly, doesn't deserve to have these high dollar contracts from state agencies. So agencies beware. Transitions with this company are not smooth, in fact they are disastrous. This company can not be counted on to provide the care your families in your state and communities deserve.

  

  Business Response

  Date: 01/16/2024

  We have been in contact with the complainant and confirmed that payment in full was received on pay day, with the deposit having been received later on the day. We have followed up with her on January 16th to ensure all questions and concerns have been responded to, and to ensure access to the system. ****************** reported that she was satisfied with the outcome of that call, and confirmed having received her pay timely and in full.

  Customer Answer

  Date: 01/16/2024

  
  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.

  While my issue was resolved,  there are still NUMEROUS other family's in this ADSS program who are still awaiting payment and can not for anything get through to the company OR get a call back when they select to receive a call back without losing their place in line or leave a message or send an email.   That issue still needs addressing,  not only with me but all the other families that are apart of the Alabama ADSS program. 
  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  Date:10/11/2023

  Type:Product 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.

  Check was paid to dentist who cashed before service was provided. Dentist sent a check(4347) back to be applied to account, which was cashed by Acumen on 09/22/2023 and never put back into account, Business is sitting on money returned to them.

• Initial Complaint

  Date:09/05/2023

  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.

  Keep getting emails about a issue with a employee hours but I am not apart of the company tried to call company to resolve issue was refused to speak to anyone about resolving issue.

  

  Business Response

  Date: 09/08/2023

  Thank you for bringing this to our attention. We will ensure your email is not listed in our system. Please understand that while we will do our best not to include you in further outgoing email communications, we do not have any control over incoming emails we receive from individuals outside of our organization who have included you in their emails to us in error. 

  Customer Answer

  Date: 09/08/2023

  
  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,
  
  Zax *******
  (Email in case needed for removing me from the system: *******************)
   
  

• Initial Complaint

  Date:03/02/2023

  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.

  This is in regards to a previous complaint, that appears to be closed, but I noted in the file, that it wasn't closed until my emplyee received the desired outcome which was all of her back pay.Here is the complaint ID# for reference: Complaint ID # ******** Here is who the complaint is against:Business Name:Acumen Fiscal Agent Address:****, ** ***** Phone:************** In my original complaint I also provided proof of the pay raise being approved for 2 intervals of time.1st one was 10-1-2022 thru 12-28-2022. The second interval was from 12-29-2022 thru 12-28-2023.After they got back with me and said it was resolved, it actually was NOT resolved. They gave her back pay for the difference, from 12-29-2022 thry current, but refuse to give her the back pay from 10-1-2022 thru 12-28-2022. Even though I have the documents to prove that the State and Acumen both APPROVED the pay raise, and Acumen did not pay it out. They called me today to say they were not paying the 1st part of the backpay they owe her. I was told they did not have the documents. I sent them the documents, just like I attached the documents to the original BBB complaint form. They said they don't have them. Then I told the woman repeatedly, I have the documents I can send them straight to you now, she said she did not want them. Not to send them. I want the complaint to go forward. I will also be filing a complaint with the *****************, and with the ******** *********** as well. You can look at my previous complaint for the attachments I gave the BBB to support this claim.

  

  Business Response

  Date: 03/15/2023

  The initial pay increase documents we received were incomplete. We have since received the corrected/completed documents and have issued a check for your employee's additional back-pay on Friday, 3/10/23. Thank you for your patience, and please feel free to reach out if you have any additional questions. 

• Initial Complaint

  Date:02/20/2023

  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.

  Acumen is the Payroll Agent for the CD-PASS program in ********. They are responsible for paying employees of disabled ********** on this program. In this case, the ***************** approved a pay raise for my employee back in October, of 2022. She never got the pay raise. We were given the run around for months. They kept telling us that it was up to my Case Manager, to get this straightened out. But come to find it, it was never aproblem on the State's end, it was a problem with ACUMEN. They received all the forms to give and approve the pay rate raise. I have all those forms and will attach them. They either forgot or overlooked to porcess them and pay my employee. I am attaching the forms showing the approvals, and I covered up my personal information.

  

  Business Response

  Date: 02/22/2023

  We received your complaint and are currently researching. We will reply with our findings as soon as more information is available. 

  Customer Answer

  Date: 02/22/2023

  
  Better Business Bureau:

  **********

  I would like to add, that I have been in touch with ***********************************, in the *****, OK Office.  She has told me that she thinks she has it all straightened out and that my emplyee WILL get her back pay and she was going to get it processed.  It has not happened yet.  But will update when or if it is done. 

  **********
  
  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,
  
  *******************