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:12/28/2023

  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 currently employed with gt independence and i havent been paid in over a month. i was told is was due to the budget but the budget was supposed to renew november 4, 2023. I have reached out to everybody still no help. My next step are to take legal actions

  Business Response

  Date: 01/04/2024

  Thank you for bringing your concerns to our attention, GT has thoroughly reviewed what has been outlined. We want to apologize for your concerns regarding payment and communication issues. We understand that the new budget has recently been approved and have updated this in our system. Our team is currently working with our IT department to resolve the issue with submitting timesheets, once they have been received payment will be made. We believe this matter to be resolved. If you have further questions or concerns,please contact our customer service department at ************.

• Initial Complaint

  Date:12/14/2023

  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 an individual with autism and intellectual and developmental disability who has a self-directed-services plan in ********. We are required to choose between 2 financial management counseling services vendors (FMCS). Mine is GT Independence. In our 6-month relationship, I have yet to encounter a single associate of GTI who doesnt present as compassionate, empathetic and kind. They all seem to want to do the right thing. With that being said, the companys executive leadership is weak and ill equipped to provide proper and accurate financial disbursement and budgeting reporting, which is the main purpose of an FMCS.Ive been in self-directed services for 6 months and still dont have accurate reports. My budget plan year has ended and changed and I just learned that my delegating nurse wasnt paid for any of her services. I have to have a loved one/friend/my ***** of ******** pay all my other vendor fees out of his money because most of my service vendors wont work with individuals who have GTI as they dont accurately or timely pay out approved and authorized funds.Regularly, employees are not paid or onboarded properly and resolutions require my natural supports team to move heaven and earth, involving DDA and other high level leaders to simply get a response. This business is responsible for disbursing my approved self-directe budget funds and has failed on all accounts.

  Business Response

  Date: 12/21/2023

  Thank you for bringing your concerns to our attention.  We have escalated your concerns to upper management, who have been in contact with you to assist with a resolution. We appreciate your feedback and will use it to improve our processes in the future. 

• Initial Complaint

  Date:11/27/2023

  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.

  On 10/7/23 I requested to add a second caregiver, I emailed budget and L ******* whom i spoke with personally over the phone. I have not received any communication from anyone regarding the onboarding of a new caregiver. This is a company with unethical morals and i would never use them if i had the option. this is a terrible organization, every call takes a least and hour and half to get through to speak with someone. This company is not reliable and i really hope CEO reads this comment and contact me in return as i need answers and this is not pure neglect at this point.

  Business Response

  Date: 12/12/2023

  Thank you for bringing your concerns to our attention. We want to apologize for the frustration caused by the onboarding process of your new hire. We have reviewed what has been outlined and can see that your new employee has been sent the OK to work letter with a start date of 12/7/2023.Your concerns regarding communication have also been addressed with the appropriate individuals. If you have further questions or concerns, please contact our customer service department at ************.

• Initial Complaint

  Date:11/26/2023

  Type:Product 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 a Back-up Caregiver and worked for my Participant on October 9th and 14th, 2023 for ***** hours and was not paid on November 3, 2023. Both days were approved via the Caregiver app by the Participant. I sent an email and called on November 5, 2023 to the DC Support Broker for GT Independence who handles my Participant's budget. I have made (6) phone calls and sent numerous emails regarding my missing payment, but have gotten no response. I sent several emails to **************** and received an autoreply "We will respond as soon as we can" no call or follow up. Call ** **************** (3) times a week for several weeks regarding my payment. On November 7, 2023 a representative spoke with payroll who corrected the problem, got approval to process my payment and said that I would be paid Nov. 10th. Did not receive my payment. When I called again, I was told that the approval was canceled and was transferred to the Support Broker who was the only person who could answer/correct the payment problem. Again, I left a detailed message. no response. The ** Portal shows "Ready for Timetracking" for my two days. I spoke with the Participant who called ** about my payment and was told that he was overbudget. The October budget which ended October 31, 2023, two weeks after the pay period ended Oct. 21st. His budget showed a remaining balance of $940.18 for the ***************** code. The Participant's Live-In Caregiver, who did not get paid for the pay period ending Oct. 7th was paid for two pay periods on November 3rd for ****** hrs (112 hrs + 96 hrs) because I worked the ***** hrs which is subtracted from her pay. The Participant's budget was not overbudgeted, and he has left messages for his Support Broker and has not received any type of response from anyone. This is totally Unacceptable the way GT Independence treats their employees and their Participants. No Communication at ALL! I still have not gotten PAID!!!

  Business Response

  Date: 12/06/2023

  Thank you for bringing your concerns to our attention, GT has thoroughly reviewed what has been outlined. We want to apologize for your concerns regarding payment and communication issues. We can confirm that you have received a call from the supports broker over your account, who has confirmed that the issues with payment were due to overuse of the allowed budget. We understand that there will be a new budget completed and if approved you will receive payment for the hours in question. Your concerns regarding proper communication have been addressed with the appropriate individuals. If you have further questions or concerns, please contact our customer service department at ************.

  Customer Answer

  Date: 12/11/2023

   
  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:11/18/2023

  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.

  There is a big lack of communication between GT united healthcare and the client and the Pdw There have been a couple of times where no notification was giving stating what was going on with the client's case so the worker had no idea that they would not be paid there is nothing in the portal to help no letters no phone calls and they just expect the workers to just deal with it it's not fair and it's not right there is a big communication breakdown with this company

  Business Response

  Date: 12/14/2023

  Thank you for bringing your concerns to our attention, GT has thoroughly reviewed what has been outlined. We want to apologize for your concerns regarding payment and communication issues. We understand that a new budget had been created in October, however, communication regarding your wage was not sent. We want to make you aware that the assigned support broker has now sent this form to you. The communication issues regarding payment have been discussed with the appropriate individuals. If you have further questions or concerns, please contact our customer service department at ************.

• Initial Complaint

  Date:10/22/2023

  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.

  On 10/20/23, ( PAYDAY); GT Independence Payroll illegally kept 1/2 of my Paycheck, which I'm typically paid $3, 360.00 bi/weekly at $20.00 per. Hour for an 84-hour (2) week total of worked hours -They owed me $3,360.00 They only paid me $1, 680.00 And illegally kept from me, refused to return/give me back the $ ******** I worked every last hour of the 84 ( total) The two weeks of/for Payday as scheduled!

  Business Response

  Date: 11/01/2023

  Thank you for bringing your concerns to our attention, GT has thoroughly reviewed what has been outlined. As the Fiscal Intermediary, GT Independence is unable to waive the documentation requirements in order to process payment. We can confirm that GT has received the required documentation and you will receive payment on 11/3/2023. If you have further questions or concerns, please contact our customer service department at ************.

• Initial Complaint

  Date:05/12/2023

  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 started 04/10/2023 as a care provider for ***************************. Due to get my first check 04/28/2023. Called to make sure they got my timesheets. Was told by ******* she even saw and quoted my paystub. 1 week later still no pay. I called back. Was informed I was not going to be paid because I did not provide a CPR card by 04/01/2023. I was not employed with them at that time. I was specifically told that I did not need one for the type of care I did. I spoke with the worker that sent me the job and was also told I did not need one. But if GTI was requesting it, I had 30 days to get it. So, I got it that day and sent it to them. I have called repeatedly and gotten different scripted reasons as to why I will not get paid. Now they are saying they will not back date or pay me for hours worked but had presented it to ******** and never got a response back. They are saying they can only pay me for the 2 days after they got my CPR card. Called yesterday to see if they even processed that. Was told no because my I9 was incorrect, and they sent it to the employer to correct as it had no passport number. Funny thing is I used my Driver's License which can clearly be seen, but why not email it to me since they are my documents? Long story short. I'm not getting paid for well over 120 hours of work. And now no one is taking my calls.

  Business Response

  Date: 05/17/2023

  We appreciate you bringing your concerns to our attention.We apologize that you were misinformed regarding employee onboarding requirements. As the Fiscal Intermediary, GT Independence is unable to waive the training and documentation requirements. We have confirmed that these requirements have been met and payment was made on May 15th.  If you have further questions or concerns, please contact customer service at **************.

  Customer Answer

  Date: 05/22/2023

   
  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:03/31/2023

  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 realize the BBB does not get involved in employment disputes but I have come here today to write a review that I hope will serve as a warning to others in the future. GT Independence serves as the payer for a managed care company that took over a private duty case that I worked on. Working with Inclusa and GT Independence has been one of the worst experiences of my life. The management care company took over the case on January 3rd, 2023. It is now March 31st and none of the nurses have seen a dime of pay. We have all done what was asked of us. Between the four of us we are owed thousands of dollars. I have called GT numerous times and I know my coworkers have as well. ** blames it on not receiving codes from Inclusa but they have had them for almost two weeks now and it is a constant slew of excuses as to why checks have not been issued. I've had to borrow money to pay my bills and also have had to pay numerous late and overdraft fees due to no money being in my checking account for monthly debits. This company DOES NOT CARE. We are ready to hire an attorney and file a group suit. What this company is doing is absolutely unethical.

  Business Response

  Date: 04/10/2023

  We share in your frustration and are very sorry this issue has occurred. In order to pay any provider, ******** requirements such as correct service codes must be met.  We have been working diligently with the funding agency to obtain the correct service code so payment can be issued.  This information has been received and we have issued payment on April 7, 2023.   

• Initial Complaint

  Date:03/01/2023

  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 was contracted for transportation services allotted through the **** **************************************** waiver for my son with a disability. After much back and forth, I reached out on 2/28/2023 for an update/could we use the Uber voucher they were to provider. They /said it maybe was in my Spam (was not). Sent a non-working link to a voucher, then another non-working/cancelled voucher. They said to try with my sons' email and new link. Still unable to access and I'm thinking maybe someone else used this voucher money/old code. Supervisor gives me Uber's number to call which turns out to be Uber Eats. 5th call, supervisor can't help because they don't control Uber App. So my son still has no transportation to his job training program.

  Business Response

  Date: 03/09/2023

  We are very sorry you have experienced this issue and the corresponding frustration. Uber vouchers for ******* through ***** were purchased on 2-7-2023 and the links were sent to the email addresses provided. As of 3-1-2023, the vouchers are showing as active and available for use.  We would appreciate the opportunity to work with you to resolve this issue to your satisfaction. 

• Initial Complaint

  Date:02/20/2023

  Type:Delivery 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 hope this message finds you well. I emailed timesheet 1/1/2023-1/14-2/23 on 1/17/2023. However, I forgot the attachment. No one bothered to let me know.I called customer service on Tuesday 2/14 about timesheet 1/1/20231/13/2023. The customer service representative (she said her name was ******) told me to resend timesheet and that I would receive the paycheck on Friday 2/17 together with 1/15/20231/28/2023 paycheck.As soon as we hang up, I emailed the timesheet m. However on Friday, 2/17, I only received 1/15/2023-1/28/2023 pay check. As of now, I still have the 1/1/2023-1/14/2023 paycheck missing. I emailed customer service again and received an email saying thank me for reaching out. They have not told me when they will reach back to me. They have not told me when I will get paid for 1/1/2023-1/14/2023 period.

  Business Response

  Date: 03/03/2023

  We have reviewed both issues you have submitted.Regarding your payment for 1/1-1/14, the timesheet was due 1-20-2023 but was not received until 2-13-2023 so it could not be paid on 2-17-23.  You have spoken with our staff and were advised it will be paid on March 3. Payment has been made. 

  When you called regarding applying to be a GT employee, our staff was trying to obtain information to properly assist you,not make it difficult for you. We apologize for any misunderstandings.      

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19434553
  
  I am rejecting this response because: HR contact information still has not been provided. 

  There has been no pay stub provided. I would like to receive pay stub for each pay period, please. 
  
  Sincerely,
  
  Lin An

  Business Response

  Date: 03/09/2023

  You may contact our HR Department at *****************************************. 

  We have reviewed our records and located a request for a payroll schedule which was sent but not for pay stubs.  We will gather the requested information and email it securely to your address we have on file. 

  Customer Answer

  Date: 03/13/2023

   
  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,
  
  *********