Acumen Fiscal Agent
Reviews and Complaints

I live in Ga. My son have NOW/COMP waiver. He goes to a day program. He has used about 45% of his day program funds. Acumen have not paid the vendor on 8/15 and 8/30. I've called, email acumen multiple times and no response. The customer reps have created multiple tickets and say it will be escalated and nothing happens. You cant talk to a manager or supervisor. Acumen simply don't care about the client. Service coordinator is involved and now the region.

The worst! We have been trying to enroll since 5/1/24. We have been approved for personal choices; however, Acumen sends back our paperwork for arbitrary corrections. This has happened a total of 4 times now, and I'm sure it will happen probably 4+ more times. They have successfully denied my son services that he is entitled to! With no resolution! Good luck getting them to email you back though, 2 business days turns into 2 weeks!

Terrible customer service. I've held for hours and hours trying to get a new employee added. There are no people in enrollment than can be called. All I can do is keep leaving messages with customer service. I've now lost two employees who needed a paycheck and I couldn't even find out where they were in the process. This doesn't even begin to describe the problem with the application. It's FORTY-TWO PAGES of asking the same thing OVER and OVER. Who in the hell has a 42 page employment application? That is INSANE. I've begun my efforts to find another agency as this is, bar none, the worst company I've dealt with in a very long time.

Acumen has owed me a reimbursement check since April . After calling every week I finally receive it January 17,2022. I deposited it in the bank and lo and behold the bank returns it due to INSF. I am in the red with the bank plus the bank charged me 34$ for my overdraft. I called acumen and they said an inquiry has to be filed which can take 72 hours. I am malnourished, and have zero food, zero beverages and on top of all this I am ill and cant buy medicine because acumen once again messed everything up! I am beyond able to comprehend how incompetent and uncaring this company is! I am the client that keeps them in business!

I have been employed with Acumen since mid April and I have yet to receive a pay check. If I didnt have another job on the side I would not be able to do it. Most employees are not going to go this long without a pay check. I am sure they didnt take this long to pay their upper employees. I have sent emails to several people about payroll with no response. I spent almost 7 hours on hold waiting on somebody to answer and finally I just hung up. It is ridiculous that they take this long to process paperwork for a new employee. I have worked in accounting for 20 plus years and it literally takes less than an day to enter new employees into the system to get them paid. This company is a joke. If I wasnt attached to my patient I would have quite a long time ago.

We live in Georgia. I don't know what happened to Acumen! I've been using them for 10 years and they used to be great. For the last 1.5 years they are the worst! First I was told by a supervisor that it was due to an IT problem. Then I finally found out the truth last week. They have very few employees. They had 72 at their office in *** but are now down to 13! No one is coming back to work since Covid.I have lost 2 "would be" good employees because they took 6 weeks to process new employee paperwork & they couldn't wait that long for a job!I have now found another employee & is been 4 weeks & her paperwork still isn't processed.There's no one to complain to, because they will not answer the phone OR return e-mails. This is a poor excuse for a fiscal agent.

I can't not give any stars for this company as we have had nothing but trouble with this company since the beginning trying to get issues resolve. Now, because of whatever problem this company has, my employee has not received a pay check this payday. I finally got someone on the phone to talk to about this issue and she said that payroll had call me back yesterday and left a message on my voice mail. I never received a call back and there was no message on my phone. This company owes my employee back pay all the way back to Nov. 2019 and has not received it yet. There is another company that does this kind of work and I am seriously considering changing companies. My employee is the best I have ever had and I don't want to lose her but she can not live with no paycheck...

Please avoid this flawed system. Our day service and respite care staff have been unable to log hours since early March. Without logged hours, they don't get paid. I'm on the phone daily seeking resolution, receiving promises that fall through. The last paycheck was supposed to be $463.95, but only $68.66 was received. Respite employee paperwork was approved in early February, yet time logging is still an issue. The day service staff has United Healthcare authorization, but Acumen disputes it without seeking clarification, even ignoring United's callbacks. Acumen's disregard suggests they don't value ensuring these workers, who support disabled clients, are paid so they can manage their expenses. Be cautious and consider alternative options.

Acumen fabricates reasons to deny caregiver applications to retain funds from those with disability waivers. Examples include: 'You didn't write N/A for the apartment number,' 'You fully spelled out Social Security instead of using initials. Now we keep your money for at least two more weeks over that error.' And 'Your start dates don't match our assigned dates—sorry, you didn't guess correctly. We keep your money for an extra 2-3 weeks.' This company is terrible! It's despicable to exploit individuals with disabilities financially. It's akin to theft. They show no concern for clients and remorselessly hold onto government-issued disability funds for trivial reasons.

I completely agree that the customer service is a joke. In January my employee started receiving emails saying that 3 certificates were expiring on the 2nd April. She emailed and called asking for information on how to fix the issue. No response. I then started emailing and spent hours on the phone waiting for someone to pick up. Requests for call backs were made, no response, computer generated replies were all we received to our repeated requests for help. So as of the 2nd April, my employee could no longer clock on to submit her hours and her information is no longer listed as my employee. This is so ridiculous, that a company paid to deal with our paperwork, cannot respond to our pleas for help and at no point contacted me to let me know how to fix the problem or what would happen if we didn’t. I am completely disgusted with this company and researching other companies that might actually do what they are paid for.

The customer service agents at Acumen are unable to handle calls as they are now all working from home. I takes over two hours to get in touch with an agent and the enrollment department is extremely rude. As a fiscal agent operating in many states, any complaints should be directed the the Office of The Attorney General and your Insurance Company. Acumen acquired my Health Service Agency when operations switched from paper time sheets to the DCI portal. The DCI app is slow to load on a smartphone if it works at all. Corrections have to be made constantly on their website. I should have changed to a responsible fiscal management agency and read all the negative reviews about Acumen. I have tried to reach out to them by phone and you will hold until the battery dies on your cellphone. Contacting Acumen by email will give you an automated email response and a message regarding the Cures Act. No agent will be available to call you back. As Acumen receives money on top of what they pay for healthcare services, this is ridiculous. The service they offer is the worst I have experienced.

The state of Missouri switched from Public Partnerships to Acumen and it has NOT been a smooth transition. I have 2 sons who use PCA and only 1 of our 5 employees actually made the transition and got registered with the new company. All customer service does is "make a note of it" or "add to the notes" and pass it on to someone else. I've received emails from 2 different people in "enrollment" and neither of them can find paperwork for the employees we want to add. I reply to their emails and then hear nothing. One email had a phone number on it and I called and she never answers and you can't leave a message because her mailbox is full. I got another phone number for a 3rd person in enrollment and at first she didn't answer, didn't return my call, and later when I called back she did locate paperwork but then just sent a message to my "agent" who would take it from there. I've been working on this for over a week and we're still not any closer to getting these employees registered in the system so they can work. HORRIBLE CUSTOMER SERVICE. All they do is make notes and pass the buck to someone else.

I can only give one star. I placed my application in 3 times, starting 7/6. I call my employers case manager who told me to keep track of my time and would get back pay. Acumen agent kept telling me different things about why my application was taking so long. One of the reasons was the way i signed my signature and placed my credentials behind it wouldn't be excepted. Then she had me place another one in a month later. Still with no background check done as she claimed still waiting. I expressed my concerns because I am a Licensed professional and never taken that long. And I have to maintain a clean record. As well as I had other background checks done at the same time as this one. And national, state, and city took approximately 4 days. I once again waited to allow time with no help. Finally my employer called them and told them that she would be calling OKC. And i was finally approved. But couldn't get paid for the hours i had already worked. That really hurt my household, but of course all i got was sorry now your good to go. Still waiting on my first payroll. Not good with this pandemic and trying to provide cares to those that require assistance.

If you are running an employer of record model do not choose this fiscal intermediary. We are currently under their direction. When attempting to contact our states representative at Acumen, amidst a forced switch to their services by our MCO, we were provided with a disconnected number. When I pointed out the number was disconnected I was finally told that the representative I was trying to reach was no longer employed there. I asked for her replacements name and number. The agent did not have it. I asked for a supervisor. I was put on hold and eventually told someone would call me back. We received a return call from a lead named *** who told us our new representatives name was *** but failed to provide me with her contact info. She told me that *** would contact me. That was September 16th. We were forced to switch to Acumens services on July 1st. We were informed in the same month in writing by our MCO that we would hear directly from an Acumen representative who would be our direct contact. I have never heard from anyone. Id also encourage anyone using their services to gain direct knowledge of the 21st Centuries Cures Act - Electronic Visit Verification and the Family First Coronavirus Act. They are deliberately withholding information and misinforming their clients.

Anyone that has dealt with D.M.H knows how hard it is to get people to work. We actually had a woman apply last month. Yes, last month. Her background check came back clear over a month ago, and still nothing. The department keeps calling, sending emails, and today they get a reply saying she's unsuccessful due to not updating her background check, which she did. It's a blame game. We've been understaffed, working with only 3 people for a client needing 24-hour care. My father passed away in February. I had to drive to another city for his funeral, collect his ashes, and come straight back to work without time off. I'm so disappointed in this company. I hoped for better. I'm tired, exhausted, stressed, and angry. One application shouldn't take a month. We need help, and when we get it, the company's slow response drives them away. Maybe we should consider other bids because this isn't working out. It's too much and too stressful dealing with these issues, which is what they're paid to handle.

I can only say the same as the other reviews, this company has the WORST customer service I have ever experienced. You can never get through to a customer service person when calling. Best to leave a message and hope they call you back, The onboarding process is ridiculous. in dealing with this company for 14 years I have never had a new hire on payroll within 6 weeks of applying. The DCI portal is a nightmare, a couple of years ago the portal showed a balance of $1700.00 dollars on the last payroll for our annual budget. They did not pay two employees a total of $400.00, because we were "out of money". When I contacted them and talked with a supervisor I was told that they know the portal is not accurate and we should be checking the paper statement that was supposed to be sent out (which I had not been receiving). I just had two employees disappear from the Portal, in contacting Acumen I was told the first aid and CPR certifications had expired. Prior to this we had always received a notice at least two months prior. After submitting the certifications (via Acumen's online secure email) I contacted customer service (again left a message and they called me back the next day) I was told they had not received the email. I give the rep the exact day and time I sent it, after some "looking" she said she had found it and would notify enrollment. I followed up with another email and was told they could not do anything until they received the certifications, I emailed back a screen shot of the email that had been submitted. It is now four days later and the employees are still not showing up in the portal and Acumen has not returned any more emails or phone calls.

I am a Direct Support Staff for a girl with special needs. Every year when my clients birthday comes around and the new budget goes into effect it never goes through. I dont get paid for weeks and since Acumen wont talk to me the girls mother is having to make all the phone calls. This should be a seamless procedure. Its not something unexpected, fix the issues. Do your job. As if this isnt bad enough this year things have gone to a whole new level of bad.. Due to a loss in the family my employer was able to get extra hours including respite. Yet due to error on top of error, this has been ongoing since January, Acumen has not been able to correct issues so we can access those hours. What good are they if you cant use them? One comp switched to another and for some reason it took my employer calling every single day and finally leaving a review on the ComplaintsBoard.com to get it switched over. And I dont get paid fully for a month. However, I still have back pay from July and 5 respite dates that have not been paid! Everyone blames someone else but no one has fixed this. I guarantee if anyone working at Acumen had their pay cut off the problem would have been rectified within *** concern for myself, my employer (who already is stressed from losing her husband and now has to make calls on my behalf every single day!), and the girl I take care of. Its easy to pass the blame but how about doing your job and fixing the problem before the new waiver goes into effect in December and I never get my back pay. I have bills like everyone else and do not want to hear dont worry about it, eventually youll get paid. Obviously that is not going to happen. Now theyre blaming it on the software company. I dont care whose problem it is get your act together and fix it before I file a lawsuit for my pay.

It's amazing how I read through these reviews and Acumen responds with apologies. This is still all your going to get. They still never do anything. NOTHING EVER *** DONE! I don't understand how they continue to operate! My ONGOING issues are as follows: All but one who do self-direct on my caseload are with Acumen. Over the time I've been with my Support Agency (since 2016), there have been *** concerns I received and continue to receive regarding Acumen. The representatives have issues of no resolve when they call/reach out to your call center staff. There's always issues with timesheets, billing, funding, hiring staff; and even seeking assistance beyond your call center has been *** difficult. It takes too long to get issues resolved and there's often delayed responses when we send emails to your enrollment email or your payroll email. At some point, at times, it seems they just start to ignore you.I am not saying that the representatives are always perfect or does everything correctly when self-directing but when they reach out for help in most cases, they never get a follow up, eventually figure it out after much frustration and waiting, or it's never resolved and comes back around only to face the same outcome. For example, one of my individual's mother (who self directs) decided to start also self-directing her daughter's *** effective Oct. 2020. She placed the first order Nov. 2020, Acumen did not start releasing the funds until April . She could never get the help she needed and resolve until I finally got my supervisor involved; and the mother decided to go another route by using a different vendor. When reaching out to the call center in the beginning it seemed as if they didn't know anything and couldn't answer any of our questions. This is just an example of what quite a few of my families deal with using Acumen. What if anything is your fiscal agent doing to combat these ongoing issues? Apologizes just aren't working and most definitely not getting issues resolved!"

This Company is Violation of Wage theft...You can report them to the proper authorities...Keep all Records of the Time you worked and Time Submitted and The Time and Pay they Refuse to Pay...Keep all Documentation of Emails and Phone Calls...Do not Beg this Company anymore to pay you...Take Legal steps..There is Legal Authorities for this Kind of Action...Wage and Labor Board...Class Civil Lawsuit...You will win..They will be paying more than just the money they owe you for working...This company is digging themselves in a Hole...Stop complaining on here and take Legal action on Them...That's how you Handle companies like this...You win .

Which you clearly will.

This Company may go Broke ..

Do the right thing..

Have all your documentation. Everything

I worked for over 2 weeks and still haven't gotten paid. The lady I always talked to isn't keeping me updated, she says one thing but does another.

Acumen is a company that helps with reimbursing services for individuals with special needs. I was supposed to get a $3000 dental reimbursement by 3/11 and then again today, 3/25. However, I still haven't received it. I've made many phone calls and sent emails, but no one seems to be able to assist me. I know that the ComplaintsBoard.com can't solve this problem for me, but I want to make it known that a certain company is keeping the funds and not keeping their promises.

On May 18, I learned that Georgia's Department of Health and Developmental Disabilities raised funding for a waiver supporting Community and Individual Services by 10% with the appendix K extension. Despite repeated calls and assurances from customer service to notify accounting, a month passed without the funds being added to my son's account. This delay affected the availability of state-promised funds for his staff's payment, forcing me to cover their wages. Attempts to resolve this through Acumen have been unsuccessful.

I dunno where to start, honestly. We're self-directed in Georgia with 1 employee. 'Cause of a death in the fam back in January , I got extra cash for my daughter's care. But lemme tell ya, up until now in August, the Acumen system has been a mess. Can't even log or approve time anymore, and when I ask questions, all they say is my employee will get paid, but they don't know when. So I guess my employee can just tell their mortgage company and car loan folks that they'll get paid, but who knows when, right? Acumen talks about a better, simpler, more personal way to help folks with disabilities and their families, but they don't even follow their own talk.

I take care of a special needs child for a family who uses Acumen Fiscal Agent for payroll. I haven't been paid by the company since March. I moved in January, but they kept sending my checks to my old home, even after I filled out a change of address form and requested direct deposit. I've sent these forms multiple times. It's been almost 4 months now, and I still haven't received a check from the company. They refuse to update my payroll information in their system, so I'm thousands of dollars behind. My boss has tried to resolve this with the company, but they won't give us any information about their financial department or enrollment department. Every customer service representative just says they'll send an email. This company shouldn't even exist and should burn to the ground. I would love for them to actually do the job they're getting paid for so I can afford food. I've been calling and emailing for months, and this is my last hope.

I started trying to get self-directed services from Acumen for my son with autism on April 19. I submitted my son's transition packet on April 19th. On May 22, my chosen employee and I submitted new hire paperwork. They said it would take 14 business days. When that time was up, I started making phone calls to check the status. Finally, I got an email saying our Fiscal Agent for MO was ***. So I tried to contact her. I made many calls and sent many emails, but she didn't respond. I called customer service in ***, *** and they said they would speed up the process. Then I got an email from *** saying she doesn't have employee tax paperwork with live or wet signatures. But the documentation says those forms don't need it. It's now July 7th and the process still isn't finished. Don't tell me they care about the clients they claim to serve.