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:04/22/2025

  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 have been in the review status for about a week now and each time I call PPL I get a different answer. Wait 24 hrs or wait 48hrs. I have been waiting. I clock in and out bit I am not receiving any pay and haven't since April 1st. I transitioned over late but I feel the process should be complete since I completed everything I had too.

  

  Business Response

  Date: 04/29/2025

  Hello, 
  We appreciate the opportunity to address this matter. After review and communication with the customer, this issue has been resolved. Our customer service team has been able to connect with the customer and provided insights into their registration progress. They were able to complete the registration and paperwork together. They also went over how to submit hours and answered all remaining questions. As a result, there's no further action required. Thank you.

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:04/21/2025

  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.

  For all the ******************** this is a mess! I was only told in March that we had to switch. My mom and I went online, filled out all of the paperwork very fast, and I did all of the training. *** will still not let me clock in! I have called and called and called. No one picks up! I understand being backed up due to the switch, but they also don't call back! They don't return emails! This is my job! This is my income, and what a mistake to switch to a company that can't handle it! I keep getting error codes after error codes! This is ridiculous! What a mistake to switch to PPL!

  

  Business Response

  Date: 04/28/2025

  Hello, 
  
  We appreciate the opportunity to address this matter. After review and communication with the customer, this issue has been resolved. Our customer service team has been able to connect with the customer and have provided insights into their timesheet/pay stub. The team was able to help in re-entering the customer's time which is now in ready for pay status. The team also answered all remaining questions. As a result, there's no further action required. Thank you.

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/20/2025

  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.

  My son is the consumer in the ***** program, and weve been having an incredibly difficult time getting in touch with anyone who can help. For the past few weeks, the customer service line just rings with no answer. Weve tried selecting the call-back option, but no one returns our calls. Holding doesnt help eitherwe just end up getting disconnected. Its been an extremely frustrating experience.All of our caregivers have registered with ***, as has my son, but theyre unable to clock in because the app says he does not have a valid service authorization. I spoke with someone at *** customer service at the end of March, and they assured me everything was setbut we were never given any further instructions. No one mentioned needing to download an app or anything about the facilitator program. It feels like this rollout has been handled without addressing some really critical ******** there anyone you could connect us with who can help us move forward? Or is there a better way to escalate this issue? Were just trying to make sure our son gets the care he needs and that our caregivers can be paid for their ******* just a very frustrated mom trying to navigate this for my family, and any help you can provide would appreciated.

  

  Business Response

  Date: 04/25/2025

  Hello, 
  We appreciate the opportunity to address this matter. After reviewing the issue and communicating with the customer, we are actively working toward a resolution. Our customer service team has been able to connect with the customer and discuss the duplicate accounts. The team is working on consolidating the two existing accounts to one. During this time, the customer's Personal Assistants need to sign new offer letters. Once signed, the Personal Assistants will be able to clock in and out. At this time, the team will continue to follow up with the customer until all offer letters are signed and this issue is resolved. Thank you.

• Initial Complaint

  Date:04/18/2025

  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.

  A check was sent to me on April 10th I never received it I contact ppl on the phone they stated its not they can do

  

  Business Response

  Date: 04/25/2025

  Hello, 
  We appreciate the opportunity to address this matter. Our customer service team has attempted to get ahold of the customer and has left voicemails and emails. After review of this case, it is determined that a case has been created and queued to payroll services for reissuing the payment. We will continue to reach out and look forward to resolving with the customer. Thank you.

• Initial Complaint

  Date:04/16/2025

  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.

  My Dad's paperwork has been submitted twice by NC DSS and never processed. They NEVER answer the phone!

  

  Business Response

  Date: 04/23/2025

  Hello,
  We appreciate the opportunity to address this matter. After review and communication with the customer, this issue has been resolved. Our customer service team has been able to connect with the customer and have provided insights into their timesheet/pay stub. The team was able to answer all remaining questions. As a result, there's no further action required. Thank you.

• Initial Complaint

  Date:04/16/2025

  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.

  I am a person assistant and have been trying to reach Public Partnerships for help with my paperwork and other stuff. I have made numerous calls, also left a call back number and when I do they never called back, it's been about 3 or 4 weeks now.

  

  Business Response

  Date: 04/23/2025

  Hello,
  We appreciate the opportunity to address this matter. After review and communication with the customer, this issue has been resolved. Our customer service team has been able to connect with the customer and have provided insights into their timesheet/pay stub. There were incorrect hours appearing on the pay stub. The team has submitted the correction to payroll processing. As a result, there's no further action required. Thank you.

• Initial Complaint

  Date:04/16/2025

  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.

  I am a personal assistant and have been trying to reach Public Partnerships for help with my switch to their company. I have made numerous calls that either get disconnected after 15 minutes and they never called back, it's been about 4 weeks now. My patient needs full time care and if I don't get a authorized service which will start her process she won't have any help with her daily care. This is my last resort as I cannot find help anyone. This is huge change that wasnt organized causing many issues to the consumers and PA in the ********.

  

  Business Response

  Date: 04/23/2025

  Hello,
  We appreciate the opportunity to address this matter. Our customer service team has attempted to get ahold of the customer and has left several voicemails. After review of this case, our team was able to complete the customer's paperwork. It is determined that the customer is currently awaiting a service authorization. We will continue to reach out and look forward to connecting with the customer. Thank you.
  

• Initial Complaint

  Date:04/15/2025

  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.

  Getting a hold of *** for the sake of signing up as part of cdpap program is a nightmare. I have called everyday for the last 2 1/2 weeks and cannot get a hold of anyone. I cannot clock in using their app. I submitted timesheets via email and have no idea if they were received and if they are correct. As it stands I dont know whats going on!

  

  Business Response

  Date: 04/22/2025

  
  Hello, 
  We appreciate the opportunity to address this matter. After review and connecting with the customer this issue has been resolved. Our customer service team was able to walk through the telephony system with the customer. The customer is now able to clock in and out and currently has a "good to pay" status. At this time there are no further actions required. Thank you

  Customer Answer

  Date: 04/23/2025

  I was contacted and see the adjustments but I still havent been paid. I reached back out to ascertain how long it will take to get paid and havent received a response. If I can find that out as well that will be great!

• Initial Complaint

  Date:04/14/2025

  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.

  I am a consumer needing to log in to Time4Care app with my new ID and approve time my aides have worked. I have not been able to do this since 4/1/25 when PPL took over, and my aides have not been paid. Provided tutorials are not helpful for this topic. Repeated calls to *** promise a callback, but no response at all.....and no opportunity to hold for an agent or leave a voicemail. No response to emails either. The promise of an efficient transition to PPL seems like a joke at this point.

  

  Business Response

  Date: 04/21/2025

  Hello, We appreciate the opportunity to address this matter. After review and connecting with the customer this issue has been resolved. Our customer service team was able to walk through logging into the PPL@Home portal with the customer. The customer should now be able to log in to PPL@Home so at this time there are no further actions required. Thank you.
  
  
  

• Initial Complaint

  Date:04/13/2025

  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.

  I recently had to change companies I worked for in order to work for my client. Since the switch over, I have called over 30+ times and emailed PPL multiple times with no response. I have yet to speak with a human and only get automated emails. My shifts are getting denied and there is nothing we can do on our end and I need to get paid. I cannot work 24 hours shifts and receive no paycheck. I worked last week and the shift got denied, therefore I will not be paid. Its not a small amount of money, itd be different if I was gonna be lacking $50 but I will not be receiving hundreds of dollars that I earned. This is unacceptable to have one single phone number that all workers and consumers are supposed to contact for multiple areas of the country.

  

  Business Response

  Date: 04/17/2025

  Hello, 
  We appreciate the opportunity to address this matter. After review, the customer was able to connect with our call center where they created a case regarding timesheet entries. These timesheet entries are looking to be resolved end of day 4/19. We look to continue reaching out to the customer for updates regarding this case. At this time there are no further actions until 4/19. Thank you.

  Customer Answer

  Date: 04/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for getting this resolved!
  
  Sincerely,
  
  ******** *****