New Pride Products

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] This company is contracted as a third party to handle system issues and questions has refused on several occasions to answer questions, as well as refusing supervisor escalation requests on November 10th and The agents taking the calls have no knowledge whatsoever about what the company they work for even doesI have escalated my issue, due to spending hours on the phone with customer service representatives giving me incorrect information or no information at allWhen requesting a supervisor on November 10th I was told by the rep that one would call me backI never received any callsI called back on November 17th to ask what happened to the supervisor request, the rep started talking about an old issue from OctoberI asked the rep if they make any notations and she said noI once again requested a supervisor and was advised that the request is in and one would call me backIt has been almost a week since the second request and no supervisor call backThis company has expressed deceiving business practices.A supervisor call back as requested several times Regards, [redacted]

Thank you for the responsePublic Partnerships reached out to the Support Coordinator (SC) on 12/6, 12/8, 12/The SC has been provided the instructions and forms needed to process goods and services for paymentThank you

Thank you for letting us know of the situationA Program Manager reached out to the employer to explain the situation and all pending payments not made at the time this letter was submitted have been marked as "good to go"As far as the customer service complaints, we are working with the Customer Service team to be sure agents are properly trained to best serve our customersThis information will help us train in areas that may need improvement

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The company is simply lyingThey never sent me - I never received - correspondence from them on March 7th that clarified what was needed and they told me they had tried to contact me but the number was incorrect, which was also falseThey did NOT let me know anything had been processed and they did NOT provide instructions as to what to doThey continued to be obstructive, and in fact when I last called them the representative initially refused to address my concern, which was giving them my EINShe was very rude, she argued with me, she stated that there was an "issue with your account" and that my son's PSW had filed a complaint (NOT true, again)She finally let me give the EIN then argued when I asked her to explain what the "issue" wasShe finally said a complaint had been made against the company by my PSW - it was actually this Revdex.com complaintShe then refused to accept the EIN, telling me she could not complete my enrollment and could not tell me that it would be completed now that they had the EIN, even after I explained the circumstances of having called the IRS to get clarity on the informationShe would not tell me who to speak with and abruptly said she couldn't do anything to help me and ended the callIn short, the company continues to be extraordinarily rude, they continue to obstruct the process of getting my son's services, they continue to lie, they continue to fail to act in a timely manner, and they continue to fail to communicateIt was only AFTER I called them that I actually got an e-mail stating that they needed an EIN and form (which I had already called to obtain) from the IRSTheir dishonesty and continued obstruction of services means I cannot accept their response to my complaint Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The only phone number you should have on file for me at all is [redacted] If you are looking for the phone number I called into your call center, that number is [redacted] , however this is NOT the phone number your supervisor should be calling at AllThe supervisor that attempted to call me back in October was in regards to a Separate issue that had since been resolvedThe way she called was times in a row within minutes of each other like a harassing phone call, very unprofessionalIf I didn't answer the first time I am obviously busy and she needed to give me a greater then minutes to call her back AND her call back phone number was the call center, which the reps refuse to transfer to anywayI have requested a supervisor on different occasions for a Different issue, like I had previously stated in my complaint and you didn't respond to any of my requestsI am shocked and appalled on how you Don't keep Notes on file for incoming callsThis is a horrible business practice no paper trail to hide your bad business practicesI am still waiting for a supervisor call back from the month of NOVEMBER not October Regards, [redacted]

Thank you for the responseA manager has contacted the Employer of Record to explain what information is needed and will be following this situation through to resolutionWe have reviewed the Customer Service tapes and apologize that the service was not at the level expectedBringing this situation to our attention will benefit our team in the future as we work to be sure the client experience is positive

Revdex.com: I have reviewed the response submitted by the business and havedetermined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Thank you for bringing this to our attentionPublic Partnerships is contracted by the New Jersey Department of Human Services to act as the Fiscal/Employer Agent for self-directing employers In this role, Public Partnerships provides payroll and tax functions for the employer, pursuant to our contract, program rules, and applicable state and federal laws and regulations As the program participants, who self-direct their services, are Medicaid recipients, we can only pay up to the amounts authorized by the Department of Human Services It is the employer’s responsibility to schedule their employees and manage wage rates vshours worked, to ensure they stay within a monthly budgeted amount Public Partnerships has conducted a thorough review of the below individual’s complaintAt this time, all timesheets have been paid, and all monthly budget amounts are correct, based on DHS authorization and approvalWe have reached out to the participant and believe the problem has been resolvedThank you

Thank you for bringing this to our attentionWe are sorry for the hardship this has causedThe issue causing the time sheet to deny is under investigationWe are actively trying to find the cause of the problem in the system, as well as a develop a short and long-term fix so that we can pay timesheets dueWe realize this is not the answer you were looking for but, we are working as quickly as possible to find the cause and a more immediate solutionWe will notify you when the issue is resolved and next stepsAgain, we apologize for the situation

RevDex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] . I understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards, [redacted] ***

Public Partnerships, LLC is dependent upon the receipt of service and administrative authorizations to process the payroll requests of program participantsAs the required authorizations are added to your file, we will be able to move forward, with issuing payments for authorized time claimed, immediatelyPublic Partnerships’ Customer Service and enrollment staff will continue to work with you and your service coordinator to resolve this current issue as quickly and efficiently as possibleWe appreciate your enrollment and want to do all that we can to make it a satisfying experience for you and your workers

Thank you for bringing this to our attentionThis participant has been cleared to work as of 9/19/If a participant has an existing EIN number, we have to run a check for prior tax obligations - this can sometimes take up to days to completeIn addition, we did not receive authorization for the worker to begin providing services until 9/Sometimes Service Coordinators submit their plans to the state but that does not mean we have received authorizationA further delay was caused by a rate sheet not being signed but this was done quickly once they were notifiedWhile this process took longer than expected for this participant, it did not take six months as the referral was made to us on 7/and the worker was deemed "good to go" as of 9/19/Thank you

Thank you for bringing this to our attentionPublic Partnerships Customer Service center has called and spoken to the workerIt is our understanding that any outstanding issues and concerns have been addressedThank you

Thank you for bringing this to our attentionWe have reached out to the employer with instructions on how to utilize the authorized fundsWe need to receive a Goods & Service Request form with all necessary documentation before allocating funds Public Partnerships has reached out to
this employer and explained what is neededAt this time, we show no invoices or time sheets associated with the individualWe have also placed a call to the Support Coordinator and are waiting to hear backThank you,

Thank you for bringing this to our attentionPublic Partnerships tried to reach out to the client at a number provided by the Case ManagerWhile we have processed enrollment documents, there is still a form that Public Partnerships needs to receive to complete the paperwork processOn
3/7/2018, a letter was mailed to the client stating the document (IRS Form 147c) that Public Partnerships needs to receive from the client and how to obtain the documentPublic Partnerships cannot fill this form out for the client, and we cannot talk to tax professionals on behalf of a client. In the email sent to the client, we also provided the following Customer Service information for assistance in understanding what was needed. “Please contact PPL Customer Service at *** or 1-***, and we will be happy to assist youPlease refer to Support Ticket # ***.”Thank you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. PPL did contact my wife and stated that the problem was that WE had not submitted an invoice to them for goods and services. The individual revealed ignorance about the state laws of New Jersey regarding the entire process. First of all, in the State of New Jersey, we have to work through a Support Coordinator, an agency that submits all of our goods and services invoices and paperwork with DDD. So, the woman from PPL was inferring that it was our fault which was incorrect information on her part. Our Support Coordinator had repeatedly contacted PPL with invoices but received no response. WE, too, tried to contact PPL through phone and the internet but received absolutely no response. Therefore, the problems are still not resolved. Our Support Coordinator had previously submitted invoices to PPP and had received no response since June
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. HOWEVER: The company has to work on improving how it conveys information and relates to customersOut of all the interactions over a four month period only TWO employees actually communicated effectively and followed throughThis company serves a population which is already vulnerable and overloaded with having to deal with multiple agencies and professionals to ensure that their loved ones with disabilities are cared forThe stilted, ineffective, callous responses the MAJORITY of my interactions garnered were beyond abysmal and they should be taking strong measures to improve or they are very likely to have more complaints.
Regards,
*** ***

Thank you for bringing this to our attentionWe are unable to find inbound phone calls from this provider using the phone number that we have on fileIt is possible a different phone line was usedWe are happy to investigate further if we are given the alternate numberWe do see support tickets
of the provider calling into the Customer Service centerWe also confirmed that there have been three outbound attempts to call the number we have on file for her request to speak with a supervisorUnfortunately, without the other phone number the provider is calling from, we are unable to provide much more information at this timeThe provider should let us know if there are other numbers that should be in her fileThank you

Thank you for bringing this situation to our attentionWe received the authorization on 4/and 4/and were, therefore, able to process payrollWe believe the issue is resolved

Thank you for bringing this to our attentionWe have identified the problem and created a plan to resolve the issueIn addition, we have communicated with the worker to be sure that both parties agree to and understand the corrective action going forward. Thank you,