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:08/11/2025

  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.

  ******** has taken over as the financial intermediary for NY and consumers of the cdpap program. They do not answer their calls, do not respond to emails, and do not contact you back after filling out their forms asking for an agent to call back. Ever since this change I have had multiple problems with my pay, with my hours and cannot speak to a representative. This change has been a major issue, I don't know why they forced everyone in the state to switch over but they are CLEARLY not able to handle the volume of calls or fix most issues consumers are having. I don't know if this will help anything but I find it disgusting it was allowed to happen and hope something can be done, whether it's them hiring more people or losing their contract.

  

  Business Response

  Date: 08/13/2025

  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.

  Customer Answer

  Date: 08/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/03/2025

  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.

  For about a week now I have been contacting PPL with no resolution. On Monday July/28/2025 I had a video visit with a doctor due to a severe ear infection. The doctor sends over medication to the pharmacy and I am told that I have two health insurances and my primary insurance is refusing to cover anything because this second insurance is also acting as a primary. I find out PPL put me on a plan without my knowledge, I was never informed of this. I called numerous times being told 50 different things by different people being sent around in circles. I am a diabetic, I have gone a week without my medication and also a week without treating this ear infection because this plan they put me on Is overriding my main insurance. I keep being told I can not be taken off this plan with no explanation as to WHY. I need this plan gone otherwise I am stuck in a limbo with my primary insurance. I need a resolution to this now!

  

  Business Response

  Date: 08/08/2025

  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, our customer service team was able to connect with the customer providing the HR hotline phone number: ************** to resolve this case regarding insurance. We will continue to connect with the customer. Thank you.

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23693947
  
  I am rejecting this response because:
  I am rejecting this response because I spoke to a PPL supervisor who blatantly lied to me. The call today went as follows, she told me that I would have to call the company they provide the insurance through and let them know that I have a case open and that I want to be opted out of the insurance. The insurance company tells me the supervisor flat out lied and that I cannot be opted out. That my only options are to either PAY for their insurance for better insurance or LEAVE the company which is not an option as I take care of not only my father but a friend via this company and it is my only source of income. My blood sugar went up to 300 today because I have not been able to control my diabetes since it is being refused to be paid for. I have my MAIN insurance that I have been under since I was 18 years old. No paper I signed said I would be put on insurance for ***, PPL did not inform me this insurance would be come my primary insurance. I want OUT of the insurance or I will have no choice but to go to the news and seek legal action. You are playing with my health, and I cant go much longer without treatment. I also want to know why your company has blatantly lied to me on numerous occasions. 
  Sincerely,
  
  **** Torregrossa 

  

  Business Response

  Date: 08/13/2025

  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:07/30/2025

  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 was told I would get a $100 bonus if I sign up before March 28th. All my paper work was completed way before this date. Every time I call they keep saying the bonus would be paid in the following paycheck. This has already been the case for 2 months. I would like my bonus that I was promised and was written in the work letter agreement.

  

  Business Response

  Date: 08/06/2025

  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.

  Customer Answer

  Date: 08/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• 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.