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:07/24/2025

  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.

  I used PPL and they never followed thru and the service was very poor. I can never reach anybody on the phone even after attempting dozens of times a day. Even when selecting to get a call back you would never receive a call back. Then they expect you to follow through on your end with information and documentation when you can't contact anybody. Not to mention my caregiver went without pay for more than 6 weeks. He still has yet to be paid for those hours and *** themselves told them to just to keep punching in and she would get paid even though they had no intention of ever paying those hours. The list of excuses is very long and I feel a business that's in this line of medical care should be held far more accountable for their actions. They just ignore things and continue on their way to collect money from your insurance. If they are getting paid from my insurance shouldn't they be obligated to pay my caregiver? I am writing this to warn others to be aware of what you're getting yourself into if you choose to work for PPL or have care provided by them. This is not only affecting my life but my caregivers also. Luckily he has no problem doing the work and waiting for the pay that I know will never come. Someone has to do something to fix this I don't understand how one company is supposed to manage nearly a million people and their caregivers across several states?

  

  Business Response

  Date: 07/24/2025

  Hello ******,

  
  We appreciate the opportunity to address this matter. *** has been named the statewide fiscal intermediary for ******** and is currently in the process of transitioning Consumer and Personal Assistants in the ** Consumer Directed Personal Assistance Program (CDPAP). After reviewing and connecting with the customer, this issue has been resolved. Our customer service team was able to connect with the customer. At this time there are no remaining questions or required actions.

  Thank you.

• Initial Complaint

  Date:07/06/2025

  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 have been working with this company since 5/13/25 and have yet to be paid. They keep giving me a run around and one person with this agency even told my client that she just doesn't have time for this as she has her own life to live.

  

  Business Response

  Date: 07/11/2025

  Hello, 
  We appreciate the opportunity to address this matter. Our customer service team has attempted to contact the customer by phone but has been unsuccessful. After reviewing the case and connecting with the customer via email, we identified the issue and are actively working toward a successful resolution. We will continue to stay in contact and look forward to resolving with the customer. Thank you.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23561006
  
  I am rejecting this response because: They have not reached out to me
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/21/2025

  Hello, 
  We appreciate the opportunity to address this matter. Our customer service team has made several attempts to contact the customer by phone but has not been successful. Upon review, the issue has been identified and resolved. We remain committed to connecting with the customer and will continue our efforts to reach them. Thank you.

• Initial Complaint

  Date:07/05/2025

  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.

  I transitioned from an agency to Public Partnerships llc. I was kind of skeptical about the new change but decided to keep my job little did I know I would be in a world of trouble. So I recently discovered there are a few websites posing as ppl log in site which looks completely official but maybe phishing websites conducted by criminals. Now on the *** web portal they ask you for everything copies of sensitive documents tax information social birth certificates everything. *** never had a job where those items were available online. I thought things of that matter were supposed to be taken care of in person. Like I had done previously with the last agency we couldnt even make changes over the phone. So with that being said. All information on that platform is somehow compromised and all of my information was exposed to i dont know who. Now. I was supposed to receive a direct deposit into my Navy ******************** account. And somehow. Whoever gained access to my employee portal went in and changed my original direct deposit information without my knowledge or consent I notified hr and let them know someone had access to my account and they reassured me it was not possible well because they didnt take the matter seriously and created a case where no one ever got back to me. My pay checks are now being re routed to a ghost cash app account and. I cant receive help from anyone? This is absurd. Without pay I could loose everything I work for this is very frustrating, scary and very concerning. I do not know what is really going on with this new company. I might have to pursue legal action.

  

  Business Response

  Date: 07/09/2025

  Hello, 

  We appreciate the opportunity to address this matter. *** has been named the statewide fiscal intermediary for ******** and is currently in the process of transitioning Consumer and Personal Assistants in the ** Consumer Directed Personal Assistance Program (CDPAP). After review and connecting with the customer, this issue has been resolved. Our customer service team was able to connect with the customer. At this time there are no remaining questions or required actions. Thank you.

  
  

• Initial Complaint

  Date:07/04/2025

  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.

  I am a pa for my father and the last week i was not paid fully for the hours worked. i worked 25 hours but was only paid for 19 hours & 30 mins. i tried sending emails and its impossible to get anybody to talk to on the phone.

  

  Business Response

  Date: 07/09/2025

  Hello, 

  We appreciate the opportunity to address this matter. *** has been named the statewide fiscal intermediary for ******** and is currently in the process of transitioning Consumer and Personal Assistants in the ** Consumer Directed Personal Assistance Program (CDPAP). After review and connecting with the customer, this issue has been resolved. Our customer service team was able to connect with the customer. At this time there are no remaining questions or required actions. Thank you.

• Initial Complaint

  Date:06/29/2025

  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.

  *** billed for all of my aunts authorized hours prior to the actual care that was given. They triple paid one pa never went after that money despite several months of phone calls to inform them. Then this past week they are telling us all her hours are used up. They are committing fraud. Billing for hours of service not provided. My pas have not been paid. I've had two pas leave mid shift due to not getting paid. *** will not call you back. It's been two weeks of phone calls and all we get is "this is a large case we are working on it". No supervisor will call us back to let us know what's going on. I have an 82 yr old aunt with dementia that is approved for a certain amount of hrs through ******** and ppl billed it out so they got paid basically. This company committed fraud and they don't care that my aunt is left without care. They got paid but my pas that actually cared for her haven't. They have commodities ******** fraud and they are taking there sweet time fixing the situation. Horrible horrible company that does nothing but fraudulent activities. It shows in every state they work in they have open lawsuits for failure to pay there staff correctly meanwhile they are pocketing the money.

  

  Business Response

  Date: 07/03/2025

  Hello, 
  We appreciate the opportunity to address this matter. *** has been named the statewide fiscal intermediary for ******** and is currently in the process of transitioning Consumer and Personal Assistants in the ** Consumer Directed Personal Assistance Program (CDPAP). After reviewing the case and speaking with the customer, we identified the issue and are actively working toward a resolution. We will continue to stay in contact and look forward to resolving with the customer. Thank you.

• Initial Complaint

  Date:06/26/2025

  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 to five different check cashing places today to cash my check from Public Partnerships LLC . At first none of the numbers that are listed for them worked not even the one on the check. So I contacted them through the customer support line. I got the same person both times. However, they have to call them in order to verify it. Well they both kept getting the message I have logged in too many times and my acct could not be verified. But when I would call from my cell id get right through. She told me she verified the check once w the first company and there was nothing more she could do it is not a fake check. Well that lady didnt cash it because they didnt have enough cash in hand seeing as its a 5 week check. Im really confused on what is going on and really need to get paid. The customer service lady said it was my fault she had did all she could do but the check is for over 5000 and I have worked all these hours. Even on my check it says its from **** so Im confused. I went through several nurses and a background check to get this job. Im just so confused and dont k know what to do. Nobody is helping me when I try to email them short or long msg it instantly logs me out and says my session has expired. Can anybody please help me. Or tell me whats going on?

  

  Business Response

  Date: 07/01/2025

  Hello, 
  We appreciate the opportunity to address this matter. After review and connecting with the customer, this issue has been resolved. Our customer service team was able to connect with the customer. At this time there are no remaining questions or required actions. Thank you.

• Initial Complaint

  Date:06/19/2025

  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.

  I was approved 6/3/25 to be a caregiver for my son by his health insurance. Every time I have gone on to the timekeeper app that PPL uses for clocking in, it states "You cannot enter time until your consumer has a valid service authorization." My son contacted *** and his insurance carrier. His caseworker was advised that *** had spelled his last name wrong (they also have my first name wrong) and that the person from *** would email the authorization team on 6/13. Today is 6/19 and I am unable to log in and also am unable to clock in. I've emailed PPL and have gotten an automated response and a text from ********************* who, at the end of our conversation, said I would need to speak to PPL. We are nearing a month of this and I need to get paid. From what I understand, *** has been paid for the entire service period by his health insurance, so they are holding on to money that is mine.

  

  Business Response

  Date: 06/25/2025

  Hello, 
  We appreciate the opportunity to address this matter. *** has been named the statewide fiscal intermediary for ******** and is currently in the process of transitioning Consumer and Personal Assistants in the ** Consumer Directed Personal Assistance Program (CDPAP). After reviewing the case and speaking with the customer, we identified the issue and are actively working toward a successful resolution. We will continue to stay in contact and look forward to resolving with the customer. Thank you.

  Customer Answer

  Date: 06/28/2025

  I am working with their Expediting Manager on resolving this.  As of today, 6/28/25, it is not resolved.

• Initial Complaint

  Date:06/10/2025

  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.

  Every other pay week I have to call multiple times just to recieve my paycheck. I fax my timesheet on time they received my timesheet and timestamp on the 2nd of June. I had to call the hotline number they told me that they did receive it the deadline was June 3rd for the timesheet. I had called in multiple times during the week because I couldn't see my timesheet was recieved. Then on Friday the 5th my I had to call for the 4th time they finally uploaded my timesheet. So here we are now the 10th of June and I am suppose to get paid on Friday this week and they still have not proceed my timesheet. I called in the lady made a escalation said it can take a couple of days to process which is bull it never gets done. Called in again and a lady named ******* kept arguing with me and wouldn't send me over to a supervisor I had this issue with her multiple time before being hung up on and not resolving any issue. I just want to be paid on time I hate having to stress every week over my money. I work hard and overtime for my client and miss out on family events,birthdays, and etc I just want want is owed to me. This has been going on for almost two years with this company.

  

  Business Response

  Date: 06/17/2025

  Hello,
  We appreciate the opportunity to address this matter. After reviewing the case, we can confirm that it is resolved. The timesheets in question were submitted, processed, and paid to the customer. Our customer service team has made several attempts to contact the customer via phone and email to provide further clarity. We understand the customer prefers direct communication, and we will continue our efforts to connect. Thank you.

• Initial Complaint

  Date:06/05/2025

  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.

  I am writing to report a serious security breach involving my PPL (Public Partnerships LLC) account under the ***** Program. On June 5th, I discovered that I had not received my expected payment. Upon logging into my portal, I noticed that my direct deposit details had been changed to a different bank accountspecifically, to Cash App banking information that I do not recognize or use.I immediately contacted *** to report the unauthorized change. A representative confirmed that the change was made on June 4th, and another representative also stated that the update failed because the information was invalid. It is clear that I did not authorize this ********* addition to the direct deposit being altered, my contact email in the portal was also changed to one that is not mine, though my name was still being used. This indicates that someone accessed my account and viewed highly sensitive personal information, including:My full Social Security number Home address Bank account and routing number Copies of my drivers license And other personal records stored in the portal I have already filed an identity theft report with the ************************ and am now requesting further investigation and protection from your office.Please confirm receipt of this message and let me know what steps are being taken to:******** my account and prevent further unauthorized access 2.Investigate this breach 3.Recover any misdirected payments ********* me in restoring my financial security Thank you for your immediate attention to this matter.

  

  Business Response

  Date: 06/12/2025

  Hello, 
  We appreciate the opportunity to address this matter. *** has been named the statewide fiscal intermediary for ******** and is currently in the process of transitioning Consumer and Personal Assistants in the ** Consumer Directed Personal Assistance Program (CDPAP). After review and communication with the customer, this case is resolved.
  
  We value our ongoing partnership with the ***************************** and remain committed to protecting the privacy and security of all data related to consumers, personal assistants (PAs), and ************ Organizations (MCOs) participating in the Consumer Directed Personal Assistance Program (CDPAP). We took immediate steps to secure the customer's account and provided a refund. At this time, there are no further actions required. Thank you.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23431225
  
  I am rejecting this response because as of today I am still able to log into my PPL account with the compromised e-mail as shown in the screen recording I sent to ********** ****** (Escalated Manager) on Wednesday June 11th and this morning (9:00 A.M e-mail). Yes I received my refund, but that does not mean this matter is resolved. My concern has always been about security of my personal information and account access. Also, on Friday, June 6th, ********** ****** told me she would trace the individual using the fraudulent bank account information and assured me she would stay in contact. In her words, "we're going to be besties the next few days." However, she has not followed through on that commitment. Ive been the one initiating all communication via email, and despite my request for a call in that same message, she has yet to reach out by phone.
  
  Sincerely,
  
  Genesis ******

  

  Business Response

  Date: 06/18/2025

  Hello,
  We appreciate the opportunity to address this matter. *** has been named the statewide fiscal intermediary for ******** and is currently in the process of transitioning Consumer and Personal Assistants in the ** Consumer Directed Personal Assistance Program (CDPAP). After review and communication with the customer, this case is resolved. Our team has taken action to clear and secure the customer's account. The customer went through the process of setting up a new account and has successfully logged in. We value our ongoing partnership with the ***************************** and remain committed to protecting the privacy and security of all data related to consumers, personal assistants (PAs), and ************ Organizations (****) participating in the Consumer Directed Personal Assistance Program (CDPAP). At this time, we will continue to monitor the account. There are no further actions required. Thank you.

• Initial Complaint

  Date:05/29/2025

  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.

  In January 2025, Public Partnerships (PPL) took over the payment processing for the attendant I work for. *** had been the payment processor in the past, but had not been for several years. In February 2024, *** began withholding money from my paycheck for an old bankruptcy that was discharged in 2019. Documentation for the discontinued withholding order was forwarded to PPL from the trustee along with copies of the checks that were returned to ***. The trustee included a letter stating that the bankruptcy was inactive/discharged and had been discharged for some years. On 5/7/2025, I received a call from a representative stating that I would receive a refund and it would be directly deposited into my account. That money was never deposited, and I reached out to PPL on 5/15/2025 and was told that I had multiple checks that were shown as mailed to me on 5/17/2025. After not receiving the checks, I called PPL again on 5/ 27/25 to inquire about the mailed checks. I was then told that no checks were mailed to me, and 5 "active cases" were showing for me with no resolution. The representative then made a new case requesting an update on the case and stated that they had 24 hours to provide an update. As of 5/29/2025, I have no update and no money.

  

  Business Response

  Date: 06/06/2025

  Hello, 

  We appreciate the opportunity to address this matter. After review and connecting with the customer, this issue has been resolved. Our customer service team was able to connect with the customer and issued the refund. At this time there are no remaining questions or required actions. Thank you.