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:11/13/2025

  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.

  This company has been hired by the state of ********** to replace an existing company to handle the payroll of self-directed employees. They are dealing special needs individuals who need help and attention and they totally ignore them during enrollment making sure their employees and vendors are paid in a timely matter. It takes them over a month to return a phone call even when theyre people that they are supposed to be paying are not gettingpaid and having money held from them illegally. Their customer service is horrible. They are on trained and the Department of developmental disabilities in the state of and every other state using this company needs to really look at the abuse they are putting their customers who are cognitively, impaired, and other, and haveother disabilities through and also the people that are there to take care of them. Its a disgrace.

  

  Business Response

  Date: 11/24/2025

  Thank you for sharing your concerns. We deeply regret the delays and communication challenges you have experienced during the transition period. Acumen recognizes the critical importance of timely payments and responsive support for those we serve.
  
  We have assigned a senior representative to review your case and provide direct assistance. We will reach out to you directly to ensure that each of your concerns are addressed and you feel confident with Acumen as your fiscal agent.
  
  We appreciate your patience and the opportunity to improve your experience.

  Customer Answer

  Date: 11/24/2025

  
  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.  I will place another complaint if the company does not contact me as they have not been responsive before.
  
  Regards,
  
  ******** ****
  
   
  

• Initial Complaint

  Date:09/20/2025

  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 is not paying our Vendors They are unable or unwilling complete steps to fix this and do not give helpful explanation

  

  Business Response

  Date: 10/27/2025

  We sincerely apologize for any frustration you have experienced. We understand how important timely payments are and remain committed to processing them as quickly and accurately as possible.  We appreciate you working with our team to review the details, and we are confident this will help prevent delays in the future. Please know that we remain committed to providing clear communication and support whenever you have questions, so the experience is as smooth as possible.

  Customer Answer

  Date: 10/28/2025

  
  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:09/19/2025

  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.

  Acumen Fiscal Agent LLC is the company *** chose instead of ***. We never had problems with ***. We have several issues with Acumen related to the transition. Somehow, they have 2 profiles : the email of participant and another email of the employer of record. I can't log in, as the system gives me an error (another account is already logged in). Within the month of August, I left about 10 voicemails, asking to call me back. I called at ************ and ************. About the middle of August, I reached customer service and spoke to a representative, who said I have 2 *** transferred from ***, but the status is pending. I was surprised, when Arist (is agent name) called me on September 9, 2025, from phone ************ and said we have only 1 SDE, and have to add 2nd one. I left 6 voicemails, sent 4 e-mails, asking to speak to a supervisor, and explained them about the mess on our profiles.

  

  Business Response

  Date: 10/27/2025

  Thank you for bringing your concerns to our attention. We value every opportunity to improve and are committed to delivering a positive experience for all clients. Our team has carefully reviewed the matter and is taking steps to ensure any issues are addressed promptly. Additionally, we are implementing measures to prevent similar concerns in the future. We appreciate your feedback and remain dedicated to providing the highest level of service. If you have any further questions, do not hesitate to reach out

• Initial Complaint

  Date:09/02/2025

  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.

  Just trying to get reimbursed for our regional services. Shouldnt be this hard.

  

  Business Response

  Date: 09/18/2025

  We sincerely apologize for any frustration this situation may have caused. We understand how important timely payments are and remain committed to processing them as quickly and accurately as possible.
  
  In this case, some documentation required updates before payment could move forward. We appreciate you working with our team to review the details, and we are confident this will help prevent delays in the future.
  
  Please know that our team is always available to answer questions and provide support to make the process as smooth as possible.

• Initial Complaint

  Date:08/29/2025

  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.

  Acumen is terrible to work with. They do not approve or honor things that were approved by the **. All they do is make excuses and not honor approvals. They lie and make comments that are not true. They make mistakes constantly and then make excuses as to why they did... Say they're going to fix something and never do. Do not use them as an ***********

  

  Business Response

  Date: 09/03/2025

  Thank you for your feedback. We are happy to help, but will need more information to do so. Will you please provide your name and the state from which the client is receiving services? Thank you!

• Initial Complaint

  Date:06/28/2025

  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 have used Acumen for approximately 7 years as my fiscal agent for my CSG, Waiver and now CFSS payments. Acumen has historically been several weeks late adding my budget allotment for my two accounts. Since this year's program is new (CFSS), my county worker submitted the budget in March to be added June 1st, allowing plenty of time for this change. It is now June 28th and my budget has not been added. My county case manager and myself have called, emailed, messaged countless times trying to reach someone to have this rectified. Twice we were told that our issue would be sent directly to a supervisor and we would be contacted within 2 business days - which has not happened. It appears that my Acumen agent no longer works for Acumen and I was never provided with direct contact information. All inquiries go to the single main email address. I've even started posting on the Acumen ******** page trying to get someone to help me. Acumen is holding my budget hostage and refusing to contact me or my county case manager in any capacity.

  

  Business Response

  Date: 08/19/2025

  Thank you for bringing this matter to our attention. We are pleased to confirm we have been in direct contact with the customer and have successfully resolved their issue. The customers account is now up to date, and we have confirmed they have the most current contact information for our team. We appreciate the opportunity to address and resolve this concern and remain committed to providing excellent service.

  Customer Answer

  Date: 08/20/2025

  
  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:05/08/2025

  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.

  Nature of the dispute. I have worked 2 weeks with this agency (Acumen Fiscal Agent) to find a resolution to an issue with a authorization that affects allocation of monies to staff employed for my children. Every time a speak with an individual, I get different information. I leave messages and sometimes get no call back. The issue correcting an authorization to allow release of funds to my children's staff during the time period of 4/1/2025 to 4/30/2025 remains unaddressed.

  

  Business Response

  Date: 06/17/2025

  Dear Ms. ******* ********,
  
  We appreciate you taking the time to share your feedback. Our goal is to provide a positive customer service experience, and we appreciate you bringing your concerns to our attention.
  
  After thoroughly reviewing the issues you reported, we were able to connect with you and collaborate on a training plan to ensure your staff is equipped to effectively use the appropriate systems to prevent the issues described. Our goal is to ensure we effectively communicate the available tools and resources to our customers to enhance their self-direction experience.
  
  If you have further questions/concerns, do not hesitate to reach out. Thank you for allowing us to be your fiscal agent.

• 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,
  
  ****** ****