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:01/18/2025

  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.

  I am risk of becoming homeless.. ******** profile for this company contacted me and offered me a solution for a rental. 60 paperwork fee then I was told 450 and you can have the keys... After me borrowing the money and telling them I had no more they tried several times to get more money from me

  

  Business Response

  Date: 01/24/2025

  Our customer service team was able to attempt to connect with the customer using the phone number provided. Unfortunately, there were no answers. We have tried to look this customer up in our systems and portals, but the name was not found leaving us to believe based on the dispute information, this does not seem to be regarding PPL. 

• Initial Complaint

  Date:12/19/2024

  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.

  I am an contractor with *** and I have not received any pay since 11/24/24. I have tried to reach out via phone and email for weeks and I have had zero luck. .No one answers, calls backs or responds via email. My time sheets are approved and correct but the are just sitting there with no looks on being paid out. I was on hold with customer service and after 4 hours the phone disconnected.

  

  Business Response

  Date: 12/24/2024

  Our customer service team was able to connect with the customer and provided insights to understand paid timesheets and the payroll schedule. The customer was informed that they were paid in late November and will receive another payment in late December. The team mentioned to the customer that they would be able to receive payment for any missed hours during that time period. As a result, the customer is satisfied and stated that they will review the times worked and submit any missing time during that period.

• Initial Complaint

  Date:11/18/2024

  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.

  This company has very poor customer service and are very hard to get ahold of. I have been trying to get an answer from them for over a week now, my first attempt to get ahold of them resulted in me getting disconnected a total of FOUR times via their **************** line. The second time, two days later, I was able to get ahold of someone and got the email for their tax department. I have sent two emails as well as reaching out to their ******** page and still haven't received any assistance. I have a time sensitive request and feel like I am falling through the cracks. It is frustrating. I really enjoyed this company when it was still in *************, but now it's a nightmare.

  

  Business Response

  Date: 11/25/2024

  We appreciate the opportunity to address this matter. After review and communication with the customer this issue has been resolved. The customer was using a deactivated customer service line causing the problem with connecting to an agent and was provided with the correct contact information. The customer stated satisfaction with the outcome and that there were no further questions or concerns. Thank you.

  Customer Answer

  Date: 11/28/2024

   
  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: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.

  Public Partnerships LLC has gone two pay periods now without paying me my paycheck. I have asked them several times to correct the payment errors and they have not resolved anything. Each year this is a recurring issue, I am an employee through Marion county health and human services , and PPL is the check issuer. *** has done this to me at least once every year despite having all the correct payroll information submitted and filed correctly in a timely manner. *** shows no concern or remorse for the livelihood of workers or the bills they have to pay. I want this company to be held accountable for their actions and hardships they are putting onto families and make them be held to a high standard when it comes to issuing paychecks to hard working individuals.

  

  Business Response

  Date: 11/21/2024

  Hello,
  We appreciate the opportunity to address this matter. After initiating multiple attempts to call the customer without success and reviewing documentation. It has been determined that there are no traces of any pay discrepancies to support these claims. In this program PPL receives timesheets via a file from Express. The customer needs to contact their case manager for any missing payments that have not been sent to ***. We look to find a resolution with the customer once proper actions have been taken with the case manager. Thank you.

• Initial Complaint

  Date:08/06/2024

  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.

  Back in March 2024 PPL took over our payroll. Since then four of us as employees have not had the proper Federal Taxes being deducted. Several emails with no response ( an auto reply they, PPL received the problem email only ) myself and the other employees have been reaching out to them asking to have them correct the federal tax issue. We all told our boss. She also reaching out to them, PPL but telling her -us as individuals must each reach out. Once again nothing . Finally I get a confirmation email on July ******* a case number CRM ******* telling me they are working with the IT department to correct this . remind you the problem since March I have no federal taxes being taken out properly! All of my paper work is filled out correctly and so are the other employees. Its now August ****** another follow up call now the case number changed to C-1942960-D4Y0 because its now transferred to the tax department team. My last call with them I was well past frustrated due to the fact how do you justify having a tax/paper error since March and still not solving it . 12 paychecks . Not responding back/ help correct or Every time I call in , I can not get any progress with the tax error. They have taken out Federal only in the 4 few following pays , rest payment all at $0 $68 5/31/2024 pay , $21.02 6/28/2024 pay , $18 7/26/2024 pay date $21.02 8/9/2024 pay . randomly so far since March through current. Its a federal offense not to pay taxes. my work payroll company should be doing so. I dont think this is too much to ask.

  

  Business Response

  Date: 08/22/2024

  Hello,
  We appreciate the opportunity to address this matter. After review and communication with the participant this issue has been resolved. The participant confirmed that the corrected tax calculation was reflected in the paystub as of the pay period ending 8/10/2024. Participant has acknowledged seeing the correct deductions and stated satisfaction with the outcome and that there were no further questions or concerns. Thank you.

  

  Business Response

  Date: 09/23/2024

  Hello,

  We appreciate the opportunity to address this matter. After review and communication with the participant, this issue has been resolved. We explained to the participant that the federal withholdings depend on their gross earnings as noted in their W-2 form. Participant has acknowledged that she needs to update her W-2 form via our MyAccount application to reflect updated gross earnings so her federal tax withholdings will be taken out as anticipated. There are no further questions or concerns at this time, and the issue was resolved. Thank you. 

• Initial Complaint

  Date:07/30/2024

  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.

  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

  Date: 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

  Date:07/25/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/10/2024

  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.

  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

  Date: 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

  Date:05/15/2024

  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.

  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

  Date: 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

  Date:05/02/2024

  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.

  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

  Date: 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.