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:04/02/2024

  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.

  Since January of 2024, acumen fiscal agent became the payroll company for Sarcoa, the **************** that pays people to help and take care of ******** recipients. This company has only paid me correctly on 01/19/24 . To this date, 04/02/24, I have not been paid a total of 340.14$ over the past few months. I have my pay wage and the records of my time worked through the Acumen App they ask us to use, DCI, so it is recorded and I have copies of all my deposits. I have tried numerous times to contact the company to which no response. I've reached put through emails, and phone calls. I've contacted the case worker and have documentation that there are numerous employees expirencing the same issue to no resolution. Sarcoa is not allowed to contact Acumen on payroll issues. This is unacceptable to not even be able to get in contact with a company whose job is to pay people to survive.

  

  Business Response

  Date: 05/21/2024

  Thank you for your inquiry. All paper time sheets have been processed and paid. We do see that you have used the DCI mobile app for your time entry, but some shifts were rejected by your employer, and some continue on for over a day and were subsequently rejected. Please re-enter any of those rejected shifts for your employer to approve for payment. For help with using the mobile app, or for assistance in using the online portal you may call our customer service team at ************ or use our online training tools which can be found at  www.acumenfiscalagent.com/state/alabama, go to ADSS program, then choose ADSS ************************* & Recordings. Let us know how we can help!

• Initial Complaint

  Date:03/25/2024

  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.

  We are a self employed company that takes care of a cancer patient that is supposed to get paid by acumen that they are not making on time payments of the workers funds many people are having this issue and it is un acceptable. They are not answering the phone to anyone, which makes it even harder.

  

  Business Response

  Date: 05/21/2024

  **********************, thank you for your inquiry. We do see that the payment you are questioning has been processed, and that all other payments have been made in a timely manner. Please do let us know if there is anything we can do to assist you.

• Initial Complaint

  Date:03/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transitioning from Allied to Acumen

  

  Business Response

  Date: 05/21/2024

  In reviewing this account, all submitted time sheets have been paid. We welcome any further feedback and hope you will contact us directly if you have any questions or concerns about your payments. Thank you.

• Initial Complaint

  Date:03/12/2024

  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.

  Since the last week of December 2023, out of 5 checks, our caregivers have either been paid late or not paid at all! You wait on hold for 4-6 hours before even talking to someone. Leaving a message does no good because they dont call back. The only 2 times of being able to talk to someone, our caregivers were told they would see what they could do about our checks. We have bills to pay and are working with no pay! Something needs to be done about this business before our elderly all lose their caregivers and are left with no assistance! Our elderly deserve better than this company!!!*********************************************************************************************************************************************

  

  Business Response

  Date: 03/26/2024

  Thank you for your feedback. We apologize for the inconvenience and can assure you we are taking all feedback seriously. Thank you for your patience. 

• Initial Complaint

  Date:03/12/2024

  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.

  I also work with ****** in which ******** switched over to Acumen the beginning of the year. I am oh so grateful to not have the major problems like everyone else but on one of my checks they did short me 12 hours and I've been calling everyday 2 to 3 times a day with no answer. No return phone calls. They will not respond back to the email and it is very sickening that they can really play under people like this. My neighbor works under this program too and was one of the people that never received pay from the beginning. She couldn't pay her bills, get her medication, buy food for her family. It's sad we are already living in hard times and people out here working and can't even get paid. These people has made the NEWS and they still can't get on the right track. ******** NEEDS TO PULL THIS CONTRACT BECAUSE THEY REALLY **** AS A PAYROLL COMPANY

  Customer Answer

  Date: 03/26/2024

  I also work with Acumen as a sitter for ******. These people can not seem to get my pay together for some reason. I've had my lights get turned off since ****** has switched over to this company. It has literally taken 2 months for me to get paid and still then it wasn't all my money. I've sent document after document to these people and no one seems to comprehend or understand. We all got paid this past Friday but not me. I've called several times with no response back.
  

  
  

  

  Business Response

  Date: 03/26/2024

  Thank you for your feedback. Upon review of your account, it appears that payment for these service dates has been issued and this matter has been resolved. We appreciate your patience and thank you for your business.

  Customer Answer

  Date: 03/27/2024

  
  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:03/11/2024

  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.

  This company has been the new payroll company for Personal Choices since December 23 2023.They have not paid me fully since they began payroll. I take care of my mom who lives with me and I am suppose to get 40 hours to help her. My supervisor and another worker at Personal choices have not followed through with contacting Acumen for me. I have emailed, called multiple times with NO response. When I called I held for hours, I left my call back number it never got returned. This is very wrong.

  

  Business Response

  Date: 05/21/2024

  Thank you for your inquiry. Please note the program does not allow for more than 40 hours each week (Sunday to Saturday) to be paid with ******** funding. If a shift exceeds 40 hours we will be unable to pay that shift. Your portal dashboard will show you how many hours you have submitted each week to help you monitor your hours. Please let us know if you have any further questions.

  Customer Answer

  Date: 05/21/2024

  There has been several checks that havent been over 40 hours. One check I got 8 hours for 2 weeks pay! Explain that?? I am suppose to get 40 hours every week and your company says they dont know that. I have proof you are taking money from me and I will be calling ************ of ***** and my attorney because I have complained about this to your company and ******** Waiver since December 2023 with no results.  

• Initial Complaint

  Date:03/06/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/07/2024

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

  Customer Answer

  Date: 05/07/2024

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

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

  
  

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/18/2024

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

  Customer Answer

  Date: 03/18/2024

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

  Thanks BBB!!

  

  Business Response

  Date: 04/11/2024

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

• Initial Complaint

  Date:02/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/20/2024

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

  Customer Answer

  Date: 02/20/2024

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

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/18/2024

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