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:04/15/2025

  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:04/13/2025

  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,
  
  ******** *****

• Initial Complaint

  Date:04/12/2025

  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.

  For the past 3 weeks I have been trying to get my secondary personal ********* enrolled with *** and we're making the phone call to *** no one picks up the calls no matter what time of day you call no one returns your calls or emails I was able to get my first ********* registered with no problem it's just as of lately I can't get my second ********* enrolled my second ********* also has tried with no luck

  

  Business Response

  Date: 04/16/2025

  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 mail out registration forms to the customer. The customer had no remaining questions so at this time there are no further actions required. Thank you.

• Initial Complaint

  Date:04/11/2025

  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 have been trying for two weeks to switch from *********** to PPL. Getting anyone on the phone or receiving a callback has been impossible. I have not been able to submit any of the hours I have worked, and I haven't been able to clock in since April 1st. It is now April 11th, and Im still trying to reach someone for help. This transition has been anything but smooth. I am becoming increasingly frustrated and angry because I can't even prove that I have been working, and no one will answer the **** phone.

  

  Business Response

  Date: 04/16/2025

  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 registration progress. They were able to complete the registration together. As a result, there's no further action required. Thank you.

• Initial Complaint

  Date:04/08/2025

  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 am a person 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 if I don't leave a call back number and when I do they never called back, it's been about 4 weeks now. I have a patient that needs full time care so if I don't get registered she won't have anyone to help her with daily care. This is my last resort as I cannot find help from *** because of their ignorance towards the matter despite being the new intermediary for NY State.

  

  Business Response

  Date: 04/10/2025

  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 requested to finish the registration forms on their own and had no remaining questions. At this time there are no further actions required. Thank you.

  Customer Answer

  Date: 04/13/2025

   
  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:04/08/2025

  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.

  I was using freedom care for my ****** caregiver worker I never had an issue however ************** has switched and made it. Mandatory forus to use *** since signing up for ***. We have experienced nothing but problems I call and call and call never get anyone on phone only a recording saying that they will call you back Never received any callbacks. Ive tried calling every single department that they list on their phone directory and only to get the same result my is working, but hes not getting paid because we cant get the app to work now Im not being able to pay him myself nor Can I expect him to work for free New York State needs to seriously rethink its decision to switch to PPO this is the worst thing ever company is trash. I believe the Better Business Bureau should file a lawsuit against *** on behalf. All of the consumers were being forced to use this company that is trash.

  

  Business Response

  Date: 04/10/2025

  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 reassure the customer that their Personal Assistant is correctly submitting their timesheets. Their first timesheet submission has gone through for processing and second timesheet has been entered correctly and needing to be submitted by Saturday 4/12/2025. The customer had no remaining questions so at this time there are no further actions required. Thank you.

• Initial Complaint

  Date:04/07/2025

  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 have been assisting folks with this service provider for the past year. Their customer service, while kind, is inadequate & often incorrect when giving tips or "help" for service delivery issues. They use an electronic "portal" chock-full-of glitches varying from delays in ******************** to missing pay **************** hours. I'm not sure who is responsible for dealing with it because the 800 line brings you to a generic operator & no one follows up or reaches out for resolutions.

  

  Business Response

  Date: 04/14/2025

  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 various application approvals with the customer and Participants. At this time there are no remaining questions or required actions. Thank you.

• Initial Complaint

  Date:04/07/2025

  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 work as a personal assistant through ***** (consumer directed personal assistant program) I provide home care to disabled and elderly consumers in their homes under their self direction. This is a career fields Ive been in for 25 years. Recently ************** has put 700 fiscal intermediaries under one being ******* and gave personal assistants and consumers only 90 days to transition. ************** has nearly ******* disabled and elderly consumers who rely on these services and close to ******* personal assistants providing these vital services. So thats ******* New Yorkers. This is a mass undertaking in just 90 days. I was Never once notified by mail from ******* how to register online e with them as a PA. My consumer was not notified by mail how to go through the online registration process either. The old FI (fiscal intermediary) provided us with that information. The entire process was frustration to say the least with no communication from ******* how far along I was in the transition process. I was able to see my consumers social security number and ******** CIN number a total breech of HIPPA and confidentiality laws. Each time I called PPL for help I was on hold for ****************************************************************************** a que for a call back which I never received. Once I hit the button to be put in que doe a call back the call was disconnected. Any other telephone que Ive even been in has a read my number back to me and asked if thats the best contact number to reach me and given me an option to enter a different phone number if I wanted to. No PPL they just disconnected my call. More disturbingly I did finally get to the step in the process for an online training for the electronic visit verification program that I was supposed to use to clock in and out of work with. I received a paystub for this tracing of 0.25 hours a whopping $3.88 they taxed and my take home was 0.00 this was a gross waste of recourses on PPL

  

  Business Response

  Date: 04/15/2025

  Hello,
  We appreciate the opportunity to address this matter. Our customer service team has been able to connect with the customer and have provided insights into their registration progress along with their Personal Assistants. The customer is currently awaiting a service authorization code update. Once this is complete the customer's PA's can track their time. The team advised the customer on the process and will continue to connect with the customer to ensure that the transition is smooth from here. Thank you.

• Initial Complaint

  Date:04/07/2025

  Type:Product 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.

  *** seems to be a scam. First they rarely respond to emails and when they do its a generic email where they do not answer your question. Second Ive been unable to speak to anyone in two weeks. Their automated system forces you to request a callback after a certain amount of time spent on hold and they never call you back. Third I followed all steps to upload my identification to the I-9 government website which was successfully accepted by *********, but somehow they claim its not legible. I logged back in to check my upload and its perfectly legible. I did not have any issue with my previous fiscal intermediary. I would never choose PPL if we werent forced to do so. Now I will be missing pay due to their false claims.

  

  Business Response

  Date: 04/09/2025

  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 submitting necessary documentation for e-verification. The customer had no remaining questions so at this time there are no further actions required. Thank you.

  Customer Answer

  Date: 04/10/2025

   
  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. However, they did not walk me through submitting my information. I did not submit anything since I filled my complaint with BBB.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:04/07/2025

  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.

  Me and my consumer have to transition to there company because I'm her healthcare cdpap but there no way to get ahold of them we have call at least 200 time they say well call you back my clients need me to take care of them and there health and I need money to pay bill how am I supposed to do that if no one knows what going on and no one gets back to you to help figure it out

  

  Business Response

  Date: 04/11/2025

  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 downloading the Time4care app with the customer. The team answered all registration and T4C questions. The customer requested to finish uploading documents with a facilitator and had no remaining questions. At this time there are no further actions required. Thank you.