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:05/06/2024

  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.

  I called customer service 2 times today May 6, 2024. Both time asked them to added on my supportive care code. Til now, I still don't have supportive care code available on EVV app. The customer service representative told me to use the "temporary code" instead. But the temporary code does NOT work. How can I enter the supportive hours properly without the service code? Please advise.

  Business Response

  Date: 05/13/2024

  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 your app being unable to process your time submissions while your client transitioned to a new program. It appears that the situation has now been resolved and the application is functioning properly now. 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: 05/14/2024

   
  Complaint: 21675546
  
  I am rejecting this response because:the customer service NEVER reached out to me for the issue.

  The representative, ********* had already heard back from tech, but waited for me to call to tell me what the tech had told her. I had to call 4 more times. I'd like to see the customer service to reach out when they have up dated.
  
  Sincerely,
  
  Lin An

  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 do see that you have been using the Caregiver app, submitting time, and receiving payment very regularly. The Operations team with GT Independence has now followed up with you to address this situation and has been advised that this was an issue previously and is no longer an issue. 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 ************.

• Initial Complaint

  Date:05/03/2024

  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.

  Started with this company on3/24/2024. We have had issues with set up, no paychecks for a month, wrong dollar *** on the paychecks, unable to see the paystubs on there portal. Have filed grievances and did tickets for resolve and we are still week after week having issues. People need to count on there money to pay bills.

• Initial Complaint

  Date:05/03/2024

  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.

  Ever since I started working for GT Independent there has been problems with my pay ! When I was offer the job the started pay was to be ***************************** off with 15 instead, every pay period I am missing hours, they even tell me they cannot pay at times and this is a big is*** I drive 1 hour away 6 days a week to take care of my patient and they not paying me I cannot live like this I have kids and bills, I went online to see the reviews and complaints and everyone is stating how this company will not pay you and will steal your money, this has been an ongoing is*** and Ive only been with the company for 2 and half months I dont want to leave my client high and dry but I cannot and will not get scammed out of my time. customer service is NOT helpful at all they are really rude and have NO EMPATHY AT ALL, looks like I am going to have to *** the company for my missing hours, money, time, and the over all distress this company has cost me.

  Business Response

  Date: 05/06/2024

  I am so sorry to hear of the troubles you have experienced. Unfortunately, GT can only make payment at the pay rate that is authorized for the number of hours in the plan of care.  If you require more specific information regarding your account, please contact our customer service department at ************ or *************************

• Initial Complaint

  Date:04/30/2024

  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.

  Gt has not paid my employee for 5 weeks now. ******************************* has worked 40 hours a week and has not been paid a dime of his earnings

  Business Response

  Date: 05/28/2025

  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 all outstanding payments have been issued, and we have maintained consistent and timely payments since. Please dont hesitate to contact customer service with any questions or concerns by phone to ************ or by email to *******************************************

• Initial Complaint

  Date:04/24/2024

  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.

  I have been added as a caregiver with my mom and the state has recently switched from allied to GT INDEPENDENCE. Im having an issue where that havent paid me and every time I call they tell me this day that day comes and goes nothing. I call again they tell me again 48 hours once again 48 hours comes and goes nothing. Ive called again today and now they are telling me sometimes this week meanwhile ** supposed to get paid for another week this week. It has been a total nightmare with this company and I think my last option is to go to Department of social services and make a complain because this is ridiculous.

• Initial Complaint

  Date:03/29/2024

  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.

  Employees of this company out of the ************** business have been working since February and not been paid. There are other complaints online that state this company does not pay its employees regularly. That is illegal. The company claims that the only reason is issues with time records. That is not a valid excuse to consistently not pay employees.

  Business Response

  Date: 04/03/2024

  Thank you for bringing your concerns to our attention. GT Independence is a fiscal intermediary and does not employ individual caregivers directly. Service providers with payment concerns should contact our customer service department at ************ 

• Initial Complaint

  Date:03/22/2024

  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.

  I am permanently disabled, and wheelchair bound. I have ******** long term care that has a maximum income qualification guideline. ******** guidelines for payroll are specific. ******** allows for a normal calendar year of bi-weekly pay to have 26 pay periods. GT Independence has added 2 extra pay periods for the year 2023 which adds an additional month of pay. This extra pay is enough to exclude / disqualify multiple disabled individuals from their current ************** Program including myself. Their calculations must be corrected according to ******** payroll guidelines. More specifically their pay schedule includes pay from 2022 and 2024 for the year 2023.

  Business Response

  Date: 03/22/2024

  Hello,
  
  The GT Independence payroll schedule serves as a guideline for when timesheets are due, as well as when they will be paid.  Regarding the 2023 schedule you have referenced, if you look in the far-right column under Payment Date, you will see that there are 26 payments for the calendar year 2023.  The first scheduled payment for 2023 was 1/13/23, and the final payment was 12/29/23.  While 2022 Dates are listed at the top of the far-left column Pay Period, these are simply the dates of the pay period, not a reference to any payment made in 2022; likewise, the 2024 dates referenced at the end of each of the columns do not refer to any 2023 payment.  These dates are simply listed to show when all dates of service in 2023 are due to be submitted and will be paid.  Since there are 52 weeks in a year, there can be no more than 26 bi-weekly payments in a year.  The payroll schedule does not include more than 26 payments for any calendar year.  I hope this is helpful. 

  Have a great day.

• Initial Complaint

  Date:01/26/2024

  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.

  My broker ******************************* waited to do my budget at the last minute and my PDWs had to wait an entire 2 months to be paid. He constantly lied about when my PDW would be paid he even went as far as to tell me to not email to send my messages or complaints to his phone. If my worker didnt enjoy her job I am sure I wouldnt have a home health aide. The supervising manager ***** or ***** got in contact with me about a week before she was paid when I asked to speak to management 4 - 5 weeks earlier. He told me as soon as the budget was cleared my worker would be paid but it took until the next payday for her to be paid. Had my broker done my paperwork for my budget in November my budget would have been on time but he waited until the budget was done and all of these new stipulations to be added to do the budget. Constantly lying about when my PDW would be paid. They make it hard for the clients who need care.

  Business Response

  Date: 02/01/2024

  Thank you for bringing your concerns to our attention, GT has thoroughly reviewed what has been outlined. We want to apologize for the issues with communication and your employee's payment. Your budget has been received and your employee's payments are now up to date. Your concerns regarding proper communication have been addressed with the appropriate individuals. We believe the issues outlined have been resolved. If you have further questions or concerns, please contact our customer service department at ************.

• Initial Complaint

  Date:01/19/2024

  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.

  My sister is a participant in the self-determination program, and one of her vendors HAS NOT been paid for over a month now. This is ridiculous and legal action will be taken if they are not paid asap. If you or a loved one is looking for an FMS, STAY AWAY from GT Independence.

• Initial Complaint

  Date:01/11/2024

  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.

  GT Independence does not pay correctly when they promise to. Then they blame the ********************************* or ****************** for not doing thier job. It is not really DCHF or ************* care not doing thier job, it is GT not doing thier job. They will pay only 8 hours for a two week pay period, or not at all. If it is a duel situation in a household they will pay for one client and not the other, Even then at times they do not pay at all. Leaving a client without help after a while.

  Business Response

  Date: 01/25/2024

  Thank you for bringing your concerns to our attention, GT has thoroughly reviewed what has been outlined. We see that you recently spoke with a GT representative and discussed the issues involving your payment and required documents. Once we receive the required documentation, we will be able to provide a payment date. If you have further questions or concerns, please contact our customer service department at ************.