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:11/21/2024

  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.

  receiving conflicting information and last contact i was told zero balance and asked for statement showing a zero balance.

  Business Response

  Date: 11/26/2024

  Thank you for bringing this to our attention. We apologize for the poor experience you had with GT. We are working on implementing better processes to improve communication. We understand that you are in need of an official document noting that your mothers account is at a zero balance. We would like to assure you that we looking into this request and we are working on being able to provide this document for you. In the meantime please continue to reach out to customer service with any additional needs or concerns.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22589852
  
  I am rejecting this response because:
  I do not understand what is causing the delay in sending a statement showing a zero balance. GT never provides a resolution.  Please write a letter instead. 
  Sincerely,
  
  ********** *****

  Business Response

  Date: 12/03/2024

  We apologize for the delay in our response and want to assure you that this matter is being addressed with the utmost importance. We are drafting a notice that will include the final confirmation of the cost-share balance, which will be sent within three business days. Thank you for your patience and understanding.

  Customer Answer

  Date: 12/04/2024

  Should I consider this account closed. The time for them to resolve anything is ridiculous. 

  Customer Answer

  Date: 12/06/2024

   
  Better Business Bureau:
  
  Sasha from GT reached out to me today and advise the cost share **** sent out a letter stating zero balance.  She also mentioned it was sent to the address on file. I advised i will call back if not received in 10 days from today's date.
  
  Sincerely,
  
  ********** *****

• Initial Complaint

  Date:11/11/2024

  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.

  I know I am writing this in vain. Scrolling through all other complaints I see the same responses. The most laughable is the one that tells the writer to contact them. That's 99% of the problem. You can't contact them because they have the worst customer service in the entire universe. But here goes anyway. I filled out an application to work as my daughters care giver as we are now allowed to do so in ***********. The short version of this story is that it took over 8 weeks for GTI to process the application. Calls to them are not returned; and/or the phone is never answered. I am supposed to be paid under two categories; home services and transportation. As of this now (more than 4 months) there is still no code for transportation so I cannot be reimbursed for taking her to her program. I have contacted the *** Commissioner in CT multiple times. They are the ones responsible for hiring this clownship. They cannot get the issue resolved. Additionally, I did not know that the payroll was weekly as it had been biweekly with our other fiscal intermediary. I filled out a federal withholding to have extra taxes taken out to prevent having to owe later on due to multiple jobs. I have been trying to file a new w-9 for 6 weeks but NO ONE responds to my pleas for help. Because of this, my "paycheck" every week is $0 as every cent is going to the **** This bogus operation is handling STATE and FEDERAL funding and needs to be investigated for fraud. I would just like to get someone to speak with me and help me. I know of situations where disabled people are not getting the care that they have been approved for because potential hires get tired of waiting for processing and take jobs elsewhere. Can't blame them, who in their right mind would take a job where there is no guaranteed start date. This situation is just horrible.

  Business Response

  Date: 11/15/2024

  We apologize for the poor experience you had with GT. We are working on implementing better processes to improve communication and timely payment. I do see that we have made contact with you and have sent over the necessary tax document for you to fill out. We will ensure your information will be updated timely once the form is received. 

• Initial Complaint

  Date:10/29/2024

  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.

  On 10/07/2024 I emailed GT independence to submit a vendor invoice to receive payment for services rendered. On 10/11/2024 I found out that I sent the invoices to the wrong email address so I changed the sender and sent this invoice to GT independence within the specified email address for timesheets. I then left a message on 10/16/24 @ 5:40pm and didnt receive a call back. I inquired as to the payment being made and spoke to **** on 10/18/2024 @ 10:54am she reached out to a supervisor and was speaking to two different supervisors. She said that my money would be deposited on Monday 10/21/2024. Nothing was posted on Monday as I spoke to ******* and they didnt see any money being applied to my account. I then spoke to ***** Cons via email on 10/25/2024 and she informed me that the money was returned and I notified her that no one called me back and I have spoken to her every day since via email. She then told me the money would be in my account by yesterday (10/28/2024),or today (10/29/2024) and neither day produced the funds. It has been weeks since I submitted the reports and I have bottom lines which I have now missed. My insurance was almost cancelled and I have other bills that need to get paid. I am absolutely astounded at the horrendous service provided by GT Independence and am now put in a position which I dont appreciate or understand. The state needs to step in and change the fiduciary support services as this is unacceptable.

  Business Response

  Date: 10/31/2024

  Thank you for ensuring we are aware of this situation. After a closer look into your account along with the bank statement you provided, it seems we are in need of a correction to the preferred payment method form. Please make this correction so we can work on reissuing the returned deposits. A representative of ** has contacted you with further details this morning to your email on file. Please don't hesitate to contact GT customer service at ************ or by email to ****************************************** with any further questions or concerns.

• Initial Complaint

  Date:10/24/2024

  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.

  Gti charged me for hours I did work. My mother ****** ********* had been trying to get me to pay her half my check and say I was working and really I wouldn't be. I refused. I believed it wouldn't be possible due to the clocking in system however my mother had a friend named **** who knew how to do this and get away with it. **** spent a whole year trying to convince my mother to let her work for her and they would split the check. At times this would be said infeont of me. Letting me know she was trying to steal my job. Well my daughter had a surgery coming up June 17th 2024 and my mom knew I'd need time off so I planned on not being able to return after June 16th however my mom caused an argument and let me go on June 12th. Well immediately after I found out she hired **** now I have been over there to her house and she has made comments about clocking **** in and out and it being hard for her. So all the work I put in to find care for my mother was used against me so my mother gets half the check of ****** and **** nor my mother are working for this pay at all. I told the company this and she still continues to be able to commit this fraud when all they have to do is look at her bank account where she deposits cash every time **** gets paid.

  Business Response

  Date: 10/30/2024

  Thank you for brining this to our attention. A supervisor has attempted to reach out to you directly by using the last number in your account that we have on file so we can go over this situation in more detail. I can assure you we take this very seriously and have began our internal investigation. Please feel free to contact customer service by phone at ************ or by email to *******************************************

• Initial Complaint

  Date:09/30/2024

  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.

  Yes..my husband and I are having issues enrolling my 86 yr old father with GT INDEPENDENCE. My father was approved 43 hrs of home care which my husband and i are his care providers..after numerous attempts to get him enrolled ..Now four weeks later we are no closer to enrolling him..it takes at least 2 and half hours before anyone answers the phone..Beyond frustrated..

  Business Response

  Date: 10/04/2024

  We apologize for the poor experience you had with GT. We
  strive to provide exceptional customer service, and we are working daily to
  improve internal processes that will aid in achieving those goals. Moving forward
  we are working on implementing better processes to improve communication and
  timely onboarding. Please don’t hesitate to contact customer service with any
  questions or concerns by phone at 877-659-4500 or by to email to [email protected]

• Initial Complaint

  Date:09/25/2024

  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.

  This company owes my providers back pay from July 2024, funds from the previous years budget were already moved by inland regional center and nothing has been done. We have called and emailed everyone from customer service, operations, to the ceo. From the ground up of this company and no one will reply or pay the money owed. I have 3 providers who were given a raise for the 2024/25 fiscal year and theyre still being paid the old amount hourly and for overnight respite. One of them is owed over ******* this is getting out of control.

  Business Response

  Date: 10/02/2024

  We apologize for the poor experience you had with GT. We are working on implementing better processes to improve communication and timely payment. I see that you have spoken with a member of operations and there is now a better understanding of the processes and there is plan in place to obtain the required documentation to move forward with a resolution. Please dont hesitate to contact customer service with any questions or concerns by phone to ************ or by email to ********************************************************************. 

• Initial Complaint

  Date:08/23/2024

  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.

  I am a vendor that provides services for family and individuals who use *** as their FMS vendor. It takes a minimum of 5 to 6 phone calls after being on hold for at least 30 minutes each call to get paid for one check. I currently have two outstanding since June after five hours, phone calls escalating the ranks of the ************ agency and still no payment or response. It is unacceptable.

  Business Response

  Date: 10/10/2024

  We apologize for the poor
  experience you had with GT. We are working on implementing better processes to
  improve communication and timely payment. After looking at your account it does
  appear that missing vendor payments have been issued. Please don’t hesitate to
  contact customer service with any questions or concerns by phone to
  877-659-4500 or by email to [email protected]. 

• Initial Complaint

  Date:08/09/2024

  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.

  GT Independence is the payroll administrator for the *************** of the East Bays Paid Internship Program. They have been provided the hours time sheet, documentation required and funds authorization from the *************** to pay me the wages owed to me for work performed 6/257/15/24, but have failed to do so in a timely manner.

  Business Response

  Date: 08/21/2024

  We apologize for the poor experience you had with GT Independence. We strive to provide exceptional customer service and are working daily to improve internal processes that will aid in achieving these goals. It does appear after a closer look into your account that the issue has now been resolved with your payment being processed for the hours mentioned. If you have any further issues to address, please don't hesitate to contact GT Independence customer service at ************ or by email to ******************************************

• 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.

  Since initial set up GT independence has proven how incompetent their company is. They set me up on the wrong pay and as of yet March -May have not shown a retro payment. Then I received a wage increase which was requested in May. Never received forms until June. GT said it was received and filed June 26, 2024. I waited on hold for three hours last week (we are now in Auguest) after leaving support messages. A representative did take the call after an hour and 12 minutes to only put me back on hold and said he adjusted my rate of pay. (to the same rate)! He then put me back on hold and after another hour came back on and said that my pay rate was adjusted and that I would receive retro pay and increase in this past week's payroll. Did I hope for it YES! Did I get it NO!!! Something needs to be done about their business practice. No one should have to beg for their payroll or wait 3 Hours on HOLD!!!!

  Business Response

  Date: 08/19/2024

  We appreciate your feedback. We strive to provide
  exceptional customer service and are working daily to improve internal
  processes that will aid in achieving those goals. We apologize for the poor
  experience you had with GT. Moving forward we are working on implementing
  better processes to improve communication and timely payment. After looking into
  your account, it does appear that you have received the difference in pay that you
  were owed. Please don’t hesitate to contact customer service with any further
  questions or concerns at 877-659-4500 or by email at [email protected]. 

  Customer Answer

  Date: 08/19/2024

   
  
  Complaint: 22101033
  
  
  
  I am rejecting this response because:your company has made some effort in rectifying my issue, you have not corrected my rate of pay as of this date. My pay has not been correct since you started with this one client since March and I have not received all retro pay. I want a phone call instead of a sorry message... I want my correct wages. 
  
  
  
  Sincerely,
  
  
  
  Cheryl Ferland - Dunn

  Business Response

  Date: 10/10/2024

  We
  apologize for the poor experience you had with GT. We are working on
  implementing better processes to improve communication and timely payment. Please
  don’t hesitate to contact customer service with any questions or concerns by
  phone to 877-659-4500 or by email to [email protected]. 

• Initial Complaint

  Date:07/20/2024

  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 a severely disabled, 90- 95% bedbound individual who depends on caregivers to meet my basic needs. After getting approved for my states client directed health management program, my family and I were directed to GTi in February 2024. After some delay, we began working with GTi in March 2024 as our payroll vendor for my caretakers. Our initial intake phone call went smoothly and then nothing. We never spoke to that particular person, or anyone from GTi.In, April, without warning me, GTi sent a letter to my home health aide agency advising them I was transitioning to the patient directed program, thus terminating my prior authorization with the *** agency. At that point, GTi had not even begun the enrollment process for any of my caregivers to start working. This created a gap in my care that GTi created, took no accountability for, and I and my family had to remedy ourselves. After many circular, factually incorrect, and frustrating conversations with no resolution, GTi finally began the enrollment process on 4/6/2024. But that was also excruciatingly opaque. The process does not involve any paper trails, and our support broker lost information we had given her uncomfortably often. We finally started the program in ******* in June 2024.Since:- none of my 3 caregivers went through the same enrollment process -GTi has extremely poor communication - we have a written log of one GTi manager promising that 2 of our caregivers could start on 6/7/2024 despite not having completed the entire, enrollment, and GTi would issue them backpay - now, GTi is refusing to do so or even acknowledge this conversation happened - my caregivers are shorted a combined $2,000+ in pay. My family advanced them $1,500 to retain them and is out that money given GTis backpedaling.- onboarding process is so lengthy that now its the end of July and I only have 1 fully enrolled caregiver who is available to work for us - the policies and processes are so obscure its disempowering

  Business Response

  Date: 08/01/2024

  Thank you for bringing this matter to our attention. At GT, we value a high level of customer service. As such, a member of our team will be contacting you today using the phone number we have on file to schedule a meeting.