ComplaintsforGT Independence

• Initial Complaint

  08/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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

  07/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  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?

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  06/03/2024

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

  Thank you

  Business response

  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

  05/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 *******************************************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 *************************

*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. ↩