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:07/19/2024

  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 place is a complete fraud, I'm letting you guys know don't blame it on the customer service, blame it on the people higher up like ****** ****, and j **********, the master minds be hind the issues, this company refuses to pay me, because I don't want to give up my social security number, by law I don't have to and gave them the law, what's so crazy this company doesn't honor the constitution, and ****** **** there attorney is in violation of is oath to the constitution, I recommend everyone call the ****** on this company. Because it's them who telling customer service what to say, making these people lie. There isn't a honest bone in this company I'm warning all people who delt with this company to call the ******

  Business Response

  Date: 10/10/2024

  We apologize for the poor experience you had with GT. We
  strive to provide exceptional customer service and are working daily to improve
  internal processes that will aid in achieving those goals. Unfortunately we were unable to confirm your account as the contact information provided on this compliant does not match information in our system. Please contact customer service at 877-659-4500 so we may better assist you.

• Initial Complaint

  Date:07/19/2024

  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.

  My son ****** has special needs and utilizes GTI as his FMCS. They are responsible for his payroll service and distribution of his government provided funds for goods and services. On multiple occasions our payroll has not been processed, causing loss of services. Disbursement requests go unanswered. Emails go unanswered, and every time I've had to call I've sat on hold for up to 4-5 hours.

  Business Response

  Date: 10/02/2024

  We sincerely apologize for the challenges you experienced with GT. Your feedback is important, and we're committed to improving our processes to enhance communication and ensure timely payments. Upon reviewing your account, it appears all outstanding vendor payments have been resolved, and we've consistently issued payments on time since then. Please know were here to help, and you can always reach out to our customer service team by phone at ************ or by email at ****************************************** for any further assistance.

• Initial Complaint

  Date:07/16/2024

  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 *** for my daughter who is a *************** Self-Determination client. They have serviced her account for 3 years. Last summer I got quite a shock when they kept a significant portion of a check that was earmarked for her swim instructor.My daughters swim instructor received 2 payments from GT. One for $2,232.01 and another for $540.77. The total amount she was paid was $2,772.78. The total owed was $4,464 and that is the amount that was taken from my daughters Community Integration Budget. The difference is $1,691,22 Taxes accounted for $827.72. GT took $864 for themselves! More than taxes! Their explanation: They updated their Employer Burden Rates to 24%. - GT is culling more than the government for their own pocket! This is a travesty! California taxpayers are footing a magnificent bill to a Michigan-based company and California employees are getting stiffed.I should have ended my relationship with the company then and there, but it is fantastically difficult to leave an *** and join another because no one accepts the others paperwork and you have to start over from scratch having your employees fingerprinted (at $100 a pop out of pocket not covered by any program). It takes weeks to set everything up. So I stayed with GT. Mistake.This summer my daughter was approved by Regional for a computer and animation classes. After weeks of attempting to get GT to pay for these (phone calls and numerous emails by both myself and my daughters *************** Coordinator), there has been no movement and my poor sweet child is beyond devastated that she isnt going to animation camp. I dont know what benefit GT receives by holding funds and not paying bills, but I can see by reading others complaints that this is not an isolated incident - it appears systematic and intentional. Perhaps they earn interest when they hold large sums of money? I dont know what possible other motivation there could be?

  Business Response

  Date: 05/28/2025

  We apologize for the poor experience you had with GT. After looking at your account it does appear that all payments have been issued that were authorized. Please dont hesitate to contact customer service with any questions or concerns by phone to ************ or by email to *******************************************

  Customer Answer

  Date: 05/28/2025

   
  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:06/20/2024

  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 have assisted several individuals who have GTI as their FMS. I submitted all appropriate paperwork to GTI in March 2024, and GTI did not fulfill the obligations. Eight phone calls to customer service, with each call giving a completely different excuse. Each of these calls required another email submission of same paperwork. Now, three months later in June, GTI still has not pulled through.A BBB rating of less than 2.5 / 5 stars? Yep. I believe it!

  Business Response

  Date: 10/03/2024

  Were sorry to hear about your experience with GT and truly regret any inconvenience caused. Were actively working on improving our processes to enhance communication and ensure timely payments. After reviewing your account, it seems that all outstanding payments have been processed. If you have any further questions or need assistance,please dont hesitate to reach out to our customer service team by phone to ************ or by email to ********************************************************************. 

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 21876247
  
  I am rejecting this response because: March 5, 2024 invoice has not been resolved!  I urge you to look at that invoice date and amount, and find a corresponding disbursement labeled for that date and amount.  This paperwork is over 7 months old and has not yet been resolved!

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 10/17/2024

  Thank you for reaching out and ensuring that we were aware of the issue mentioned. After review of your account we were unable to locate the invoice in question for March 5, 2024. A member of management has sent a correspondence today 10/17/2024 at 10:06 AM to your email on file to offer additional assistance so we can resolve this matter. We look forward to hearing from you.

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 21876247
  
  I am rejecting this response because:

  I received an email from GT Independence on 10/17/24 through Zix messaging.  GTI requested I resubmit paperwork to them regarding this matter.  I replied to that message and forwarded the requested paperwork to GTI on 10/17/24.  No acknowledgement of receipt or resolution to the original problem at the time of this message.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 10/28/2024

  Thank you for bringing this to our attention. After a closer look into your account, we are in need of additional information to provide you with the best customer service. A supervisor has reached out to you using your email on file at 3:26PM today 10/28/24 to go over this information further. Please respond back to her at your earliest convenience so we can resolve this matter timely. You can also call customer service at ************. I hope you have a great rest of your day.

• Initial Complaint

  Date:06/11/2024

  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.

  GT Independence is hired to be the *** agency for both of my children's waivers. They have not been responsive to me when I have emailed and called them. In addition, they have not been paying me correctly. They keep making excuses that there are IT issues or other issues with the waiver and every time I get things resolved they make up another reason why they cannot complete something or pay me on time and correctly. People rely on waiver services and an *** agency is responsible for making sure the funds get to where they need to be. Right now they are failing at that and they are not communicating as a business should. I do not want a reply back with excuses, I want results, I want them to be responsive to their clients and pay how they are supposed to be paying without making excuses.

  Business Response

  Date: 06/21/2024

  We appreciate you bringing this to our attention and 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 delays in processing payments. There are extensive case loads for the waivers involved, involving extensive research and waiting on correct forms from the state in order to process the payments. Going forward, we will check in with you more frequently to ensure that there are no undue delays and that we explain the reasoning for the time involved in the process. If you feel there are additional issues that need to be addressed in resolving this situation, please do not hesitate to contact GT Independence **************** at ************.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21835341
  
  I am rejecting this response because:

  I continue to send emails regarding issues and still do not receive a reply back from anyone.  This goes to MN customer service, general customer service, *********************, ******************************* and anyone else at GT Independence that I can attach to my emails to "hope" for a response back from. It does not seem that they want to continue to receive my business, I understand that they are busy but so are other FMS agencies and they are still able and willing to respond in a timely manner to their customers.  I am currently in the process of researching other agencies and will prepare to switch next quarter if needed.  It is really difficult to keep working with a company when it is not just me but other customers that are going through the same issues and continue to try and reach out to someone for something and they do not get a reply or get their needs taken care of by the company.  If the company continues to operate like this I cannot imagine that they will continue to be in business that much longer or at least with a good name in the business.  At this time I myself would never recommend them to someone else to use them as an FMS agency.

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/11/2024

  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.

  Business promised to provide self-directed personal care services at home. It has been almost 3 months. They don't return phone calls, they do not process paperwork promptly or correctly. Every time I call, I have to wait on hold over 20 minutes to over an hour and some times they don't pick up at all. I've sent multiple letters with no response. I've received one email back after sending about 25 emails. I left about 18 messages and have not received one return phone call. They are not providing the services they agreed to provide. I have to have their service in order to live independently. If they cannot provide the services I agreed to, I'll have to live in a home. They are affecting my quality of life by sending the wrong forms, mixing up the forms, and not providing the services I NEED to live on my own. I've had to pay one worker on my own since the company didn't finish the paperwork to pay her directly. I've paid her $200.00 and I expect that money back.

  Business Response

  Date: 06/27/2024

  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 onboarding. 

• Initial Complaint

  Date:06/07/2024

  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.

  GT Independence does not pay the people working for them accurately and on time! Since May 6th, 2024, I have consistently been missing money from my paycheck, specifically OT pay. I am missing a total of 28 hours of pay and mileage totaling over $1500.I have reached out to the company 9 times now to get this resolved and each time I do I am told a different story. Last week, I was told that they were releasing my back pay but this never happened. When I call them to get it resolved they always say they are going to call me back when they have an answer for me, and they never do! Beyond frustrated and *** already filed a complaint with the ********** of ****** Do better GT! Peoples families depend on them to be paid accurately and on time!

• Initial Complaint

  Date:06/03/2024

  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.

  I am owed money. I have spoken to several customer service representatives, and still no resolve. I provide transportation to and from a day program for one person. The rate is supposed to be ***** per trip, so round trip amounts to *************************************************************** once daily, therefore I was never able to enter the 2nd trip of the day and was not paid for it. I brought this issue to a few customer service representatives and they in turn notified supervisors. It was resolved and the rate of pay was changed to 60 per day, instead of 30 per trip.. My current checks are fine. I am seeking reto pay for 2 checks dated May 3rd. I am owed money on the paycheck prior to them fixing the payrate.I have spoken to several customer service agents on several occasions have been put on hold as they speak to supervisors for them to come back on the line and tell me everything is resolved and I'll get my paycheck within a couple of days. No resolve. The pay checks dated May 3rd, was for work I did in March and it took until May to receive it only for the payrate to be wrong.

  Customer Answer

  Date: 06/03/2024

  I withdraw my complaint. I received a direct deposit for amount that was owed to me.

  Thank you

  Business Response

  Date: 06/04/2024

  We do apologize for the issues you were experiencing. Please know that we do take
  this very seriously and we did take a look into your account. We have corrected
  the rates and processed payment for any funds owed to you. For any further
  issues or concerns please contact customer service by phone at ************ or
  by email to ******************************************* Thank you

• Initial Complaint

  Date:05/25/2024

  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.

  GT Independence was hired to control my disabled daughters budget. They are the ** and are responsible to issue a paycheck to my daughters PCA. They have failed to follow labor laws since the end of April when they havent paid *********************** any hours since the end of April. I will include emails but they have also failed to follow the budget that was set up with my daughters caseworker regarding DDS authorizated PTO hours ABOVE what is normally given. They are holding back 1-2 thousand dollars of vacation time awarded to ************************* by a DDS caseworker. The budget is not supposed to be changed by GT independence. Regarding the non payment, after many emails and phone calls one GT employee ****** promised payment that never came. And today I received an email stating that my daughter was in the hospital and thats why ****** is not paid. Utter BS, my daughter was discharged on May 10. There job is to pay employees and they are negligent in their duties, ***************************

  Business Response

  Date: 10/03/2024

  Were sorry to hear about your experience with GT and truly regret any inconvenience caused. Were actively working on improving our processes to enhance communication and ensure timely payments. After reviewing your account, it seems that all outstanding payments have been processed. If you have any further questions or need assistance, please dont hesitate to reach out to our customer service team by phone to ************ or by email to *******************************************
  

  Customer Answer

  Date: 10/10/2024

   
  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:05/24/2024

  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 compliant is about hold time. When you have a problem with GTI, resolving it is a nightmare because their average hold time for customer service is 2 hours or more. They are just very inconsiderate as a business, and they don't intend to fix this. Whenever you have an issue, you go into panic mode because getting customer service is very traumatizing. I have complained several times and they have still not been able to improve. It seems they are getting worse by the day. When I initially moved from the ARC, the wait period was about 20 minutes and I thought that was too long but it is getting worst by the day I no longer want to do business with them because they are too difficult to reach.

  Business Response

  Date: 06/04/2024

  We apologize for the recent increase in hold times.  We continue to work to ensure the needs of stakeholders.  If you are unable to reach a customer service representative on the phone line, please feel free to reach out to us at *******************************************