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:04/23/2025

  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.

  Acumen Fiscal Agent continues to hold hostage caregivers of disabled children and adults. They don't start to process your hire for at least a week after you have sent the documents to them. I still have not received any information from the enrollment department, and it's been 14 days since submission. This is unacceptable. They hold a monopoly. If they did not, they would not have the customers they have. They may improve their services if they had competition. I now have to wait longer to get my son a caregiver.

  

  Business Response

  Date: 04/25/2025

  We appreciate the opportunity to have spoken with you regarding this issue on April 14, 2025. During this conversation we were able to share the importance of gathering additional documentation when specific scenarios apply in order to adhere to program regulations. We have continued to follow up with the appropriate entity to obtain this information. We apologize about the delay and remain committed to resolving this matter as promptly as possible once we receive the necessary information.

  Customer Answer

  Date: 04/25/2025

  
  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:11/13/2024

  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.

  Acumen bought 2 local ****** agencies and merged them. I am a HCBS DSW for consumers on the ** IDD waiver. Acumen has reduced my hourly rate and ignored my employer's efforts to get my pay raised. The employer's guardian and his MCO Care Coordinator as well as myself have tried numerous times to have this addressed via calling, going to the local ********** in person, and through email and we have been unable to get my old pay rate restored as well as the raise my employer is trying to give me. I am the only non-family provider and I'm receiving a much lower rate (by about $2/hr) than family providers and the family would like me paid equally. I've called about twice per week for about a month trying to get them to say in writing why the pay was decreased and they (****** at customer service) still say they are working on it internally and hope to have a letter to me soon. It's been a month and I'm receiving lower pay than before they merged the two companies. I'm frustrated with the lack of response to me. Note that I authorize Acumen and BBB to discuss my pay rate, pay dates, etc. but NOT disclose any PHI (including name, city, specific service dates) about the consumers I serve.

  

  Business Response

  Date: 12/12/2024

  On behalf of Acumen, we are deeply sorry for any inconvenience you have experienced throughout this process. It appears that this issue has been resolved as of today. As requested, we were able to provide individual answers to all of your questions. Please feel free to contact us directly to discuss any additional questions or concerns you may have. Our goal is always to ensure ********************** are paid accurately and timely.

• Initial Complaint

  Date:11/13/2024

  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 am the parent of a special needs child. My child recently turned **************************************** that is the age we can begin to work as his caregiver as long as there is someone else listed as the Employer of Record who will verify our hours and that we are doing what we need to to care for the individual. I have requested that Acumen transfer the *** to my husband and put me in as the Employee since I have been taking care of my son and we have no one else we trust that can work for us. I requested this change back in September and have submitted all the documents I have been asked to submit in early October. I was hoping to have this all in place before he turned 18. October 27th he turned 18 and I called to try to get the information on how to clock in and what to do to begin working for him on the following day since the 27th was a Sunday. I was unable to reach our case manager and spoke to another agent that day and was told that our agent would get back to us. I waited a couple of days and didn't hear back so I called again and was told to wait and the case manager would get back to me. I have been calling every couple of days and have not been able to reach our case manager to see what we need to do so I can begin to get paid for the work I am doing for my son. I have spoke to several different people and had this problem escalated to a supervisor 3 times in the last 2 1/2 weeks since his birthday. I spoke to a lady this morning at Acumen with my husband on the call with me incase they needed anything from him and was told that she can only put me through to my case manager since this is an onboarding problem. I explained we have not been able to reach her since my son turned 18 and she said that is all she can do, she doesn't have anyone elses contact information. I asked if she could put me through to our case managers supervisor and she said she isn't sure who that is. She did escalate it to her supervisor. So now I am still waiting for help.

  

  Business Response

  Date: 11/26/2024

  Acumen strives to provide prompt and courteous service to all families and in looking through your case, your Acumen Agent reached out to you and informed you that the corrected paperwork was received at our end, along with the background check being completed, and you are now Good to Go. Acumen takes program participant feedback very seriously as we strive to improve our services, and we welcome any additional feedback you may have. Please do not hesitate to contact us if we can be of further assistance. We look forward to serving you.

  Customer Answer

  Date: 11/27/2024

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

• Initial Complaint

  Date:10/04/2024

  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.

  My employer passed away recently I am in care of patient client sometimes 24/7 between me and another caregiver acumen has rejected all of my daytime hours during the months of September I am continuing to care for the patient as there is no one stepping up for me to approve my time my entire time acumen approved some not time hours but all hours I worked during the day were rejected this is wrong my employer was in the hospital I cared for her 24/7 all hours needs to be approved this is against the law. Thank you

  

  Business Response

  Date: 11/04/2024

  We are very sorry for the loss of your Employer and the inconvenience this has caused you. We have been in contact with your new Employer and have coordinated with our Payroll team to ensure that you are paid as quickly as possible. Please contact your new Employer for specific details regarding your upcoming payment.

  
  Again, we apologize for the inconvenience this has caused you.

• Initial Complaint

  Date:07/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company does not help me in any way. They have start using portals. My time has to be approved by the person I take care of. But nobody can tell me how to get his portal set up so he can approve it. I am missing paychecks because of it. I think it is a shame that I have to miss my paychecks because nobody will help me.

  

  Business Response

  Date: 07/25/2024

  Thank you for your inquiry. Our record indicate that our customer service team was able to help you and your employer access your respective accounts on July 17, 2024, and all pending entries have been approved by your employer. Please let us know if you need additional assistance. Thank you.

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 25-year-old quadriplegic and I need total care with my caregivers. I began using Acumen Fiscal Agent April 2024. I am responsible for hiring and firing and making sure ours are correct for my caregivers. They are responsible for approving new hires I have found, processing payroll and taxes. For almost 2 months now I have been trying to hire a caregiver. Acumen Fiscal Agent provides five background checks every year. Because of the unreliability of caregivers I have used my five background checks therefore they require the next one to be on me. For the first six weeks no one at this company could give me any direction. I was told simply that they could not tell me where to go. I used an online site and submitted a full background report for a previous caregiver I was trying to hire, however because they denied this background check she needed to seek other employment. Today's date is July 11, 2024. Two weeks ago on either June 27 or 28th I submitted another potential new caregivers application and a background check from the police station with fingerprints. They denied this background check because it wasn't in their format. After many calls the last two weeks I was finally able to connect with someone on where I should get the background check done. I called the place, HR profile, and they said they have not done this in almost 10 years. These people continue to tell me they have no answer for me and they cannot tell me where to get this done. I have gone almost 2 months missing caregiving help on mondays, Wednesdays, Thursdays and Fridays. As a quadriplegic who needs total care I have been suffering. My family has been missing work and I have been missing work and my physical therapy's. I'm having constant panic attacks and I need help. This new caregiver is wanting to help me but I am afraid that she's going to back out like the others because of Acumen Fiscal Agent not knowing their own procedure and not being able to point me in the correct direction.

  

  Business Response

  Date: 07/17/2024

  Thank you for reaching out. At Acumen, we strive to provide exceptional customer service and apologize that was not the case. Acumen has reached out to the customer and was able to resolve the outstanding issues.

• Initial Complaint

  Date:06/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/08/2024

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

  Customer Answer

  Date: 07/09/2024

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

  

  Business Response

  Date: 07/18/2024

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

• Initial Complaint

  Date:06/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/25/2024

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

• Initial Complaint

  Date:05/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/12/2024

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

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/25/2024

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