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:02/06/2024

  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 the switch from Allied to Acumen fiscal agent, I have not been paid anything. I have made inquiries with my personal choices counselor and with Acumen themselves but have not heard anything back. As of January 25, 2024 I am owed $958.75. When I called Acumen, I was told by the customer service ******************** I spoke with that I was not even listed under the woman I provide care for and her care provider before me was listed. The woman said my name was nowhere to be found. While I am a fairly new employee, I know that I gave my correct banking information because Allied paid me with no problem. Friday, February 9, 2024 will mark the fourth pay period I have been working under Acumen Fiscal Agent and its awful that I have not been paid yet. I have bills to pay and children to feed and without this money, we are really struggling, Acumen should not do business if this is how they treat their employees. I have done what was required of me on my end by sending in my time sheets and I got the automated message back saying they were received. I do not understand the hold up.

  

  Business Response

  Date: 03/06/2024

  Good afternoon. Our records show that the delay in payment was due to corrections that were needed with your enrollment paperwork, which has since been resolved and you have confirmed that you have received your payment as of today's date. Thank you for your patience. We appreciate your business. 

• Initial Complaint

  Date:02/05/2024

  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.

  Im a caregiver and I suppose to receive my paycheck through Acumen Fiscal Agent and I have yet to receive my check I was suppose to be paid in the 31st of January my bills are behind because of this I just received a message today saying that they need my direct deposit form from my bank which they should have told me this before payday its about to be payday again and I have yet to receive my check I cant keep going like this I feel this is very unprofessional

  

  Business Response

  Date: 02/12/2024

  Thank you for your feedback. I see that our Executive Director has been in contact with you and verified all time submissions have been paid at this time. We appreciate your business and thank you for your patience throughout this transition.

• Initial Complaint

  Date:01/29/2024

  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 took over payroll for Allied and we understood that there would be a transition period, but people who dont even get 40 hours per week, who also cant do so much as have additional hours approved when our family member or whomever youre caretaking for has surgery or anything needing additional time. Further more, they were supposed to take over payroll from 12/23 on, and I have YET to receive a dime. I know Im not the only employee dealing with this, but this is unacceptable, I dont know of another payroll company that could just get away with this type of thing. I want to be paid for the hours Ive put in, I have not been paid in over a month, and not been paid a single time since acumen took over.

  

  Business Response

  Date: 01/30/2024

  Hi Kelsea,

  We are not finding you in our system. Will you please provide us with the name as you were registered in the system so we may review your account?

  Thank you,

  Acumen

  Customer Answer

  Date: 02/05/2024

  My previous complaint was closed, but the email from bbb went to my spam mail so I didnt see where there was a request for a response. Acumen took over payroll for allied and was supposed to start paying in January. I have submitted all necessary time sheets and havent been paid. *** called in, and was informed I wasnt even in their system. I was told last week that someone would contact me about enrollment and it would be escalated to payroll but this hasnt happened. *** called and emailed several times since and only received a generic prerecorded message saying that theyre processing time sheets in the order that they were received. No response to emails or a real person responding. I just need to be paid for work Ive done for more than a month, and be put in a regular rotation of payroll. Im doing everything I can on my end to no avail.
  

  
  

  

  Business Response

  Date: 03/06/2024

  Good afternoon. Our records indicate that the payment delays were the result of enrollment paperwork that was needed from you, but that as of when we spoke to you in February, everything has been corrected and ******* has been received. Thank you for your patience. We appreciate your business. 

• Initial Complaint

  Date:01/29/2024

  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 employee ***************************** has only been paid 212.oo since 12/23 and I don't understand why. She has bills just like everyone else. Same with my niece ******************************* that takes care of my sister *****************************

  

  Business Response

  Date: 02/02/2024

  Hello ****,

  I see our Executive Director has been trying to contact you, but the phone keeps disconnecting, so we contacted your employee directly. *************************** was able to verify that she has received pay for time that has been submitted, but she was confused on which dates to submit on her timesheet due to the payment schedule change. After going over the payment schedule and how it works, she agreed to place dates of 1/6-1/13 and 1/14-1/27 on 2 timesheets and submit them in the morning by fax. The next pay period that will be due on 2/12 is for dates of 1/28 - 2/10. ****** stated she now understands the process. We emailed her a paper timesheet, payment schedule, and good to go letter, as well as the link for DCI training. ****** was very appreciative of our help and stated she had no further issues. Please let us know if you have any further questions or concerns. 

  Customer Answer

  Date: 02/02/2024

  
  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:01/26/2024

  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.

  We are on a program with the ************************************* for the elderly and disabled for Personal Choice. They recently swapped payroll companies and since the paychecks that were were supposed to be getting has not been sent out. We had to argue with them for the last paychecks we got from them. Then they changed pay schedules. And today we were supposed to get paid and it never showed up. Our timesheets were sent in. They claim its been processed and paid. But the deposit has not showed up. But from my understanding, there are lots of people thats not been paid all the way back from December. Most people wouldnt go to work if they didnt get paid. But when its a childs life and care, then you cant just not show up for work. Paid or not.

  

  Business Response

  Date: 02/02/2024

  Hello *****,

  Thank you for bringing this to our attention. We have been trying to contact you regarding your direct deposits, but we have not been able to reach you at the email you have provided. We have also left you a voicemail asking for a return call. Our records show that we sent a direct deposit on 1/16/24 for pay period 12/23-12/30/23 and on 1/26/24 for pay period 12/31-1/13/24. Please let us know if you are still not showing these deposits at your bank so we may verify your banking information. We are looking forward to hearing from you. 

• Initial Complaint

  Date:01/26/2024

  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.

  Wasn't paid for all of my hours in which I performed services for.Upon submitting 2 emailed timesheets I received a confirmation letter stating they were received however I only received pay for 11 days December 31 through January 10th(which was located on the first timesheet) . However the second timesheet which was in plain sight with the dates January 11 through January the 13th wasn't paid. I've attempted to call several times and no one ever answer or call back.The pay I did receive came with an incomplete check stub that fail to state hours and rate of pay. This company is an atrocity

  

  Business Response

  Date: 01/31/2024

  Thank you for your feedback. Our records indicate Acumen contacted you on January 27th and confirmed that direct deposits were received in full on scheduled pay dates of January 12, **** and again on January 26, ****. The January 26th payment was made in two separate deposits, both made on the same day. Acumen was able to confirm during that call that all deposits were in her account in full and on the scheduled pay dates. We also provided coaching on the online portal to show you where she could find each shift submitted, and the status of each shift, as well as your pay stub. We further had our training department outreach to offer additional assistance. 

• 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.