ComplaintsforPublic Partnerships, LLC

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PPL is continuously and needlessly delayed at processing documents to the detriment the community that they serve. I have called everyday regarding service reinstatement and was told 3-5 business days. The service facilitator sent them authorization on July 18 and services have not been reinstated nor do they seem to have an honest timeline as of July 30. When I call or reach out to my care coordinator I don't hear back or get transferred on the phone without resolution. Caregivers cannot be paid or retained due to their lack of care and disorganization. I would like to receive a timeline for processing documents and have services reinstated, but I don't have any avenues as I continue to wait. I have had a caregiver quit after not being paid for 2 months due to a "glitch" in their system. Their escalation system does not result in any action and I'm unsure of what to do next.

  

  Business response

  08/16/2024

  Hello, our escalations team reached out on 8/1 and upon speaking with the member explained that waiver eligibility had ended on 6/30, at which point our team reached out to the ************************* to get a new authorization. The eligibility was reinstated on 8/1 which was the reason for the gap in coverage for the month of July. We apologize for any inconvenience this caused. This case has been resolved and the member stated there were no further questions or concerns. Thank you.
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Public Partnerships, LLC really messed up for my employees on the June 16--30 time ******, and ********** of ********** Policy and Financing had to get involved. They were partially claiming that it was a ******** eligibility issue (IT WAS NOT), and then claiming it was an IT issue. There is never a clear, consistent answer when one calls and emails PPL, and there is usually blaming of the client! I had a feeling from the mess of that pay ****** that this next pay ****** may get screwed up again. I was right. My employees were not paid until 10 days later the last time, and today NO ONE was paid again! Of course it was blamed on my submitting/approving timesheets on July 18th, but I have been doing consumer directed care for 7 years here and I have ALWAYS had a grace ****** of 2-3 days after the pay ****** ends at midnight on July 15th! Every single time, my employees were paid on time (should have been the 25th this time).Never had PPL state that 2-3 days was too late to submit/ approve timesheets and employees were always paid on time regardless. If this grace ****** of 3 days from midnight on the 15th has suddenly changed, then consumers should be notified!!! I will be sure to set my alarm for 12:01 a.m. on the 1st and the 16th to be sure everyone's timesheets are submitted and approved or they won't get paid! Just recently PPL for Colorado has really been messing up, and it affects my employees' lives and ability to pay their bills! Associate tried to reference that they just got paid. BECAUSE their July 10th payment didn't come through until 7 days later!!' Just pay my PCA's!!!

  

  Business response

  08/01/2024

  Hello, after reviewing this situation, it was identified that the payment was delayed due to the approval of time sheets being outside of the submission window. We contacted and discussed with the member the importance of adhering to the payment schedule to prevent these issues in the future. While we do our best to process all payments promptly, as stated on the payment schedule we cannot guarantee on-time payment for any submissions for service shifts received after the deadline. This is not a change in policy, we cannot immediately process payments due to the necessary state and federal regulation requirements we must adhere to. This case was addressed thoroughly, and payments received 7/25/24 for 6/30/24 were also explained and she understood they were for the ** time. There were no further questions or concerns for this member and this issue has been resolved. Thank you.

  Customer response

  08/01/2024

  PPL needs to warn all clients that they require a timesheet to be submitted NO LESS THAN 24 hours after the last shift ends. They will continue to state that this policy is clearly stated and that it has always been this way. As a 7-year client, I can assure you that I and other clients have always had a 2 to 3-day grace ******* and our attendants have been paid on time. I realize that there is no winning here--as long as my attendants are paid. 

  

  Business response

  08/05/2024

  Thank you for sharing your experience and thoughtful feedback. We recognize the importance of clear communication and appreciate your suggestions of more explicit warnings/instruction of payment submission deadlines to help ensure others don't experience this frustration in the future. Thank you, PPL

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So in May 2024 I the employer submitted an application for my new worker to the *** under Respite in ********** but time after time they won't complete the application, there is 1 paper that they keep having me submit over and over even though it's filled out correctly. I sat on the phone for an hour with the supervisor who said everything was in order and he would get them to finish it and still my worker is not set to work because they won't process this 1 paper, this is unacceptable

  

  Business response

  07/15/2024

  Hello, we can confirm that this document was received and has been processed. As of 7/15 the participant was contacted and made aware of the approval status. Thank you. 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi. I am an authorized representative for a participant in the ** preferred provider program that is administered by Public Partnerships. On May 15th 2024 after 4pm ET I had to contact their customer service at ************. As an AR I am not required to provide my personally identifiable ************ ************************ Partnership does not have my social security number or date of birth in their system; only the participant information is required to be verified. I would like BBB to get in writing from Public Partnership why as an authorized representative would someone from Public Partnership require my personally identifiable ************ what is the privacy policy that governs authorized representatives' personally identifiable ************ and a copy of the training material provided to Public Partnership customer service representatives that explains where they are putting authorized representative's . While the initial customer service representative that said her name was ****** refused to provide service because I refused to give my social security number and date of birth , ****** then hung up the phone with me. I did complete the survey after ********************* up on me and I called back, then spoke with ********** who helped me to resolve my problem without the need of my personally identifiable information.

  

  Business response

  05/23/2024

  Thank you for bringing your concerns to our attention. We apologize for the confusion and inconvenience you recently experienced in your customer service interaction. We prioritize the privacy and security of all our clients and their representatives, and any data collected is handled with confidentiality and security. It appears that there was a misunderstanding during your interaction, and we are reviewing internally to ensure all our team members are correctly informed. You are not required to verify your own SSN, but would be verifying the members last 4 of SSN/ DOB to proceed with a call. We are relieved to hear that your issue was resolved satisfactorily by **********. We value your feedback as it helps us improve our services. We aim to ensure you have a positive experience and will be reviewing protocols to prevent any similar issues in the future. Thank you for your understanding.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company plays with people money that they have earned. Every pay period, it's ALWAYS a problem with people paycheck. The clients are getting the care,but the company ALWAYS have a reason for not paying the workers. I still haven't gotten paid for December 2023.Im still getting the run around. Something needs to be done

  

  Business response

  05/14/2024

  Hello, our team has reached out via phone but has not yet been able to connect with the consumer. Case C-*******-P4H2 was created and will continue to document and track more call attempts to the consumer. Upon reviewing this case we confirmed that the members authorization ended in November 2023. We reached out to the ************************* (MCO) United and they confirmed that the member was classified as *************** (FFS) for the month of December 2023 and will need to go through CDCN not PPL and follow the designated process to be paid by CDCN for 12/2023. Thank you. 
  

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am employed as an SDE for the State Of NJ. Public Partnerships is the fiscal intermediary. I have to submit a timesheet every 2 weeks. I am having enormous difficulties with the *** website when creating these timesheets on their website. I will enter all the info necessary and in the middle of typing, it will log me out at random times, for NO reason!! This means I lose ALL information previously typed in this form as there is no autosave on their website/timesheet, and I have to start ALL OVER entering this information again!! What had previously taken me 20 minutes to create the timesheet, or enter my logs, now takes me HOURS as I keep getting logged out. I have complained via email, website form & phone calls no less than a dozen+ times and nothing has been done to remedy this situation!! Some representatives actually blame ME for their poor website design!! This has been going on for months and the time I take re-doing all the timesheets constantly is time taking away from the care of my son who is disabled! I am disgusted by this issue and the fact that no one at *** either cares to listen to me or solve the problem. It is a complete waste of my time!! I am at my wits end with this issue and seek resolution!

  

  Business response

  05/01/2024

  PPL connected with the complainant to understand the issues they were having while submitting time due to getting timed out. We have created case C-*******-V2M9 to document this complaint and continue working towards resolution of the issue. 

  Customer response

  05/01/2024

  I have received a call back from Public Partnerships and was advised that this issue has been escalated. ***** also advised me that she would be in touch with me after this investigation of the problems I am having. This particular issue has been going on for MONTHS and I have made no less than a dozen calls, emails & filled out countless forms and still this persists. Satisfactory resolution remains to be seen.

  

  Business response

  05/12/2024

  Hello, we apologize for the frustrating experience in submitting timesheets- it's our aim to make the experience stress free and we are sorry that issues have caused the opposite effect. Per our records our team connected on 5/1 to better understand the problem being experienced of the inability to enter hours due to being timed out of the website before submission. The matter was escalated and investigation via IT conducted to resolve the matter. We also spoke about using our Time4Care app to submit hours which consumer stated they are unable to do because the phone they use is too small for the interface. If issues with time submissions occur in the future, we recommend connecting with supporting agency such as Case Manager, or Service Facilitator, as depending on the consumers program there may be options available for procuring a device to enable consumer to use our Time4Care App for simplified time submission. Thank you.  

  Customer response

  05/14/2024

   
  Complaint: 21633653
  
  I am rejecting this response because:

  I have spoken to a representative at Public Partnerships who have not offered a practical solution to this issue. I followed their recommendations, steps to take, and the issue still persists. Telling me to use the app Time4Care is not only NOT a solution for me due to the small interface of the device needed, but it is NOT appropriate for my needs, as I explained to PPL. This app does not take into account the specific needs of reporting hours worked with my son and is NOT appropriate! The computer website used for this purpose, which I have used for at least 3 years previously without this issue, has always worked in the past so I am at a loss as to why it no longer works as it should. To simply suggest it is due to either user error or use of a convoluted procedure to correct a problem, which is NOT on my end obviously, is to evade responsibility for a poorly designed website (also with NO autosave feature that would circumvent some of the issues I am experiencing) and/or changes on their end which interfere with my timely submission of documents required. Furthermore, when calling PPL to explain the situation for resolution, I never get the same person on the line, or get a direct number to someone familiar with my issue so I have to state my entire complaint all over again ad nauseum! Suggestions for resolution vary widely, depending on who I may randomly get on the phone. Not a single person has offered a useable or appropriate solution to this issue! The representatives seem to "blame the victim" (me), and insinuate it must be MY fault or on my end, when I know that it is NOT!! I have followed IT's so-called solutions and the issue remains unsolved!

  
  Sincerely,
  
  ***********************

  

  Business response

  05/23/2024

  We are committed to resolving the issues being experienced and appreciate patience as we work together toward a satisfactory solution. On 5/17 our IT team further attempted to replicate the issue you described but were unable to do so. IT then recommended a suggestion of clearing the cache or using incognito mode as initial troubleshooting and we planned a follow-up to see if it had resolved the problem or if continued investigation was required. Upon our scheduled call on 5/23 we were informed that the problem is still persisting with your portal account inconveniently logging you out. We are continuing to work with IT and find a solution. We are continuing to keep you updated as we progress and thank you for your cooperation.  

  Customer response

  05/29/2024

   
  Complaint: 21633653
  
  I am rejecting this response because: It has still not been resolved. I have tried all their suggestions and the issue persists!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ppl contracts with my state to serve as a payroll agent for participant directed ******** waiver services. I am a a direct care worker. I have not received a paycheck for 27 days. I have made 36 calls in the last 18 days. I have 10 case numbers. I have been told everyday for a week that the check with be deposited to my account on the next day. Now they are saying the money was deposited into my account today and its the banks fault, because they are not crediting it to my account. Which according to my bank is untrue. They have not received a deposit from PPL. I have been a week without insulin because I could not afford to pick it up. I am constantly being hung up on/disconnected and lied to. The customer service supervisors line is a joke and waste of time. My bank just verified that no deposit has been made. This is a nightmare. The customer service number is **************.

  

  Business response

  04/22/2024

  Hello, 

  Our team did reach out on 4/17, before this complaint was made, to explain status of payments. Complaint was documented as case C-*******-X3H8-SSW and payment was confirmed and check processed on 4/17 check no. RA003645. In regard to concern for the timesheet period ending 4/6 paying out on 4/19, this was correct, as we are unable to accommodate requests for pay out before the official posting date. Thank you.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am formally complaining about a PPL matter which has caused me ongoing issue, headache, and is directly affecting BOTH my paycheck which is scheduled and very much expected on Friday April 5th, AND, my ability to complete the fingerprint process as part of employment!I have regularly followed up on submitted issues presented to PPL (Wednesday March 27th @11am) on dates Thursday March 28, Friday March 29th, Monday April 1, Tuesday April 2, and today (Wednesday April 3rd) in the morning, one time mid afternoon, and later in the evening before work end! I made it very clear on the initial date of contact being Wednesday March 27th that my authorization code initially provided to complete fingerprints HAS NOT and WAS NOT accepted by the first fingerprint location I visited where I first learned this information!As of Thursday March 28th I visited a 2nd fingerprint location, as advised by the Indentogo rep the day prior, which again informed my authorization code for fingerprint is invalid!I expected to receive this code by no later than today (Wednesday April 3rd) as this gives me the space to receive the code, find locations near my area with availabilities in the next day or two, complete the prints successfully, fax the results over to the correct individials to expedite the process further, go back through the 3-4 weeks of saved shift start times and end times that are not successfully being accepted currently as a direct result of this imcomplete fingerprints, submit them and give time for my employer to do their part to successfully validate my hours worked for the last nearly month (30 days)!! Calls have been made by *********** Broker many times in two weeks, my client is informedmultiple times and the state has been contacted as well! I cannot accept the uncertainty and lack of answers and action and I expect to receive my pay for the previous pay period on its scheduled date of Friday April 5, regardless of fingerprints success or pending status!

  

  Business response

  04/11/2024

  Hello ******,

  We apologize, the authorization code you received was previously in use on 4/5. Your Enrollment Specialist reassigned a new code and sent to you, and we attempted to contact you by phone on 4/8 to advise you of the new code that was assigned and sent to you. Please let us know if there are any other issues. Thank you!

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1.31/5 rating should be improved . firstly.Secondly Case Number - C17555-10N5D6 , and my user ***************** (ID: ******** not able to receive payment tomorrow 4/5/2024 as promised due to error internal of public partnership.************, who has help me through this, and whom has been helpful said she will try her best. but I dont think management will move as fast as her or I. Thus I will be the one to suffer on this missed payment. I wish this to be escalated or I will be forced to write again to the attoryney general of Georgia to escalate this matter

  

  Business response

  05/14/2024

  Hello, per our records this matter has already been resolved. There was an initial issue with an account setup that was previously resolved by IT and timesheet submissions haven't had continued issues. As of last pay period ending 5/11/24 Mr. **** timesheets are current. Thank you. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed on with Public Partnership (PPL) through a ******** Facilitator. My start date is supposed to be February 2, 2024. The facilitator entered an incorrect start date of February 1, 2024. I have spent the last 3 weeks trying to fix this and other enrollment issues w/PPL. I have processed all of my enrollment forms weeks ago and was instructed to cross out the incorrect start date in write in the correct one on my I-9 and Employment Agreement. I have done everything that PPL has instructed me to do in order to complete my enrollment, but there always seems to be one more thing that I need to do. I have completed my criminal name search request forms to PPL three times, I finally spoke with a competent PPL agent who had me submit it one last time, and she was able to retrieve it to submit for processing. That was last Thursday. Every time I call PPL, I get a different agent, and most of them have not been very helpful. I finally heard from my enrollment specialist (*****) last Wednesday, who said she was I handling my enrollment. We reviewed the issues I was having with my enrollment. At the end of that call, there were only a couple other issues that needed resolution and everything would be set. That was almost a week ago. I have already missed a pay on February 23rd, which created financial hardships for me. Now I'm approaching the next payday (March 8th), and it's looking like I'm going to miss yet another paycheck!!! I cannot afford anymore delays. I need for PPL to finish processing my enrollment/timesheet and correct my start date so that I can get paid this Friday! AND get my paycheck from Feb 23rd. Please help me! I don't know what else to do and I cannot afford for problem to drag on any longer. Thank you, *****************************

  

  Business response

  03/12/2024

  Hello ********,

  We apologize for any inconvenience caused by the delays in your I9 resolution. This item is being processed to correct the original start date. We did try contacting you but were unable to get in touch via phone. Your enrollment is complete, and first payment was made today. Check no *******. Your case number is C-*******-R5G1 and our Escalations team will be in contact again to make sure any problems you've had have been resolved. Thank you! 

*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. ↩