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:04/12/2025

  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 was great at first. But when they owed me money . All I got on the phone was I don't know to every question I ask. Over 6 months of asking about my retro pay which is a lot. The only answer they have for me is I don't know then they just go quiet till you get frustrated. Like they are waiting for me to hang up. I will never work through them again!

  Business Response

  Date: 04/14/2025

  We apologize for the poor experience you had with GT. We strive to provide exceptional customer service, as well as timely payment, and are working daily to improve internal processes that will aid in achieving those goals. A member of management has been addressing your concerns and was sure to investigate your account. The supervisor has sent you a very detailed email to your email address on file to further explain their findings. Please dont hesitate to contact customer service with any questions or concerns by phone to ************ or by email to *******************************************

• Initial Complaint

  Date:04/07/2025

  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.

  This company distributes funds (payroll agency) for disabled individuals in the state of ********. The withholding from the paystubs is not transferred to the W2

  Business Response

  Date: 04/10/2025

  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. A member of management has been looking into your account and addressing your concerns. Please refer to a very detailed email sent to your email on file that includes all of the information needed to better understand what took place and why your W2's contain the current information. Please dont hesitate to contact customer service with any questions or concerns by phone to ************ or by email to *******************************************

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 run a small private practice in ** and serve many individuals throughout ** who have their state funds managed by ***. *** frequently pays invoices late. Upon returning from leave, I learned that GTI bounced a check that was to reimburse for therapy services for one of the individuals we serve. When I called, they stated that they spoke to me and told me not to cash the check. However, I was on leave, there were no calls from their number, no voicemails, AND my voicemail had instructions with an email and phone number of who to contact in my absence regarding billing matters. I was told ****** would call me. After the time came and went without a return call, I called again and was told they would have ****** call me. Again, no call. I called again and the story changed that my bank must have refused the check and I needed to check with them. I already had which is why I knew it bounced. I was told at that call, they would reprocess the check. I again asked for a call back. I have yet to receive a call. I would also like to note that conveniently, GTI deleted the bounced check from their dashboard; we however had already downloaded the proof and have the information from the bank.I would like (1) ****** or another supervisor to call me to explain why GTI is bouncing state funds, (2) immediate receipt of the owed funds, (3) payment of a returned check fee of $35.00, and (4) timely reimbursement on all invoices per due dates. This looks like a misappropriation of state funds.

  Business Response

  Date: 03/11/2025

  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 including better processes to improve communication and timely payment. Please continue your communication with a member of management and dont hesitate to contact customer service with any further questions or concerns by phone to ************ or by email to ********************************************************************. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23012508
  
  I am rejecting this response because:

  1. I have yet to connect with a manager. Someone called me 5 times back to back after I filed this complaint on 3/7/25. I called back pretty quickly on 3/7/25 and left a message. It is now 3/13/25 and no return call yet again.

  2. My administrative assistant received an email on 3/9/25 stating that *** would now no longer process invoices unless we "clock in and out" including the months of past due invoices. We are not respite providers. This is a healthcare services and the billable code states "45min individual ************* session" or something equivalent if a different time. My staff do not record the exact times they arrive and leave sessions-IT IS HEALTHCARE. We ensure we provide the documented service. I attempted to call the number listed and left a message on 3/10/25. I have not received a call back. I called again on 3/11/25 without a response again.

  3. I called the main line on 3/11/25 and spent 45min waiting on a response as the *** had no idea why ****** (manager) was not available or information about item #2. She said she would call me back personally on 3/11/25. It is 3/13/25 and no call back.

  Your team does not return phonecalls nor follow up on matters. Asking me to call is what I have been doing without any movement or resolution. 

  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/30/2025

  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 filing this complaint against GT Independence for their failure to properly process and release payment for services rendered under their management. GT Independence was hired to process payments on behalf of my employer, ****** *******, who directly employs me as a Paid Direct Worker (PDW). I do not work for GT Independence; they are solely responsible for handling payment processing. In November 2024, my employer and I properly submitted all PDW hours for processing. However, I have only received payment for half of November, despite numerous attempts to resolve this issue. After repeated unsuccessful attempts to contact GT Independence, I finally spoke with a representative in late December, who informed me that I needed to obtain CPR/AED certification before my time could be processed. I promptly obtained the certification after New Years.Following this, I was then informed that I also needed First Aid certification and that, once submitted, GT Independence would process my time and issue retroactive payments. Despite complying with their requests, I have now been informed by Ms. ******** that GT Independence will not process time for Ms. ******* for November 2024 until January 9th, 2025. At no point did GT Independence proactively communicate these requirements, nor did they send any advance notice about withholding payments. Their team has handled this matter inadequately, causing significant financial hardship. GT Independence is withholding money that should have been disbursed, despite my compliance with all necessary steps. I am seeking immediate resolution, including: The immediate processing and release of my full retroactive payments.A formal explanation for the delays, lack of communication.I am requesting that the Better Business Bureau intervene to ensure GT Independence fulfills its obligations promptly and fairly. Their failure to process payments in a timely manner is negatively impacting workers who depend on these funds.

  Business Response

  Date: 02/04/2025

  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 including better processes to improve communication and timely payment. As per the conversation had with a member of management on 1/31/2025 it was verified and relayed that due to the district's guidelines we unfortunately are unable to process payment for the hours that lapsed with the training. We do apologize for the inconvenience and will work hard to ensure that your account remains in good standing moving forward. Please dont hesitate to contact customer service with any further questions or concerns by phone to ************ or by email to ********************************************************************. 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22880539

  I am rejecting this response because GT Independences negligence has caused significant financial loss, anxiety, and stress for both myself and other PDWs. A simple apology cannot begin to address the crippling financial and emotional toll this has taken on our lives.
  While I acknowledge that ** regulations establish the framework within which GT Independence operates, these regulations do not absolve them of their responsibility to properly conduct business serve, clients and PDWs. Now, they are attempting to use these same regulations as a shield to avoid accountability and deny us the payments we are rightfully owed despite failing to adhere to the very guidelines they claim to follow.
  This is completely unacceptable.

  
  **** *******
  

• Initial Complaint

  Date:01/22/2025

  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 was advised I would start being a caregiver for my mom 11/1. The zoom appointment was 12/9. The specialist advised all my documents were received including a background check. I have submitted all of my documents multiple times.The enrollment specialist sent me an email with another persons personal information. I was promised on 1/21/25 I would receive a paycheck. On 1/22/25, I was advised to submit a copy of my Social and utility again and someone would call me on 1/24/25 because I am missing a background check. All documents, I have to submit multiple times. I have been working and have yet to be paid.I still dont have another clear payroll date for my back pay.I am also concerned that the employees are careless with personal information. Calls are useless and take 2-3 hours.

  Business Response

  Date: 01/27/2025

  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 including better processes to improve communication and timely payment. There is a pending payment with tomorrows date of 1/28/2025 posted to your account. A supervisor has also ensured to add a flag to your account so that over the next few pay periods we can take an extra step in ensuring there are no hiccups on our end. Please dont hesitate to contact customer service with any questions or concerns by phone to ************ or by email to ********************************************************************. 

• Initial Complaint

  Date:01/16/2025

  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.

  I was signed up with GT Independence on or around 1/13, state of Connecticut, which I reside, approved a toolkit which I believe was sent to Gt Independence and received. I received a call back from a rep with GT Independence on 1/14, I was advised my mother, *** ******, whom I care for, as well as myself would receive paper work via email by end of this week.. It is now Thursday, 1/16, no paperwork received and when I called to follow up, reps are not clear if we are even in system or not, receipt of toolkit from state is not clear. At this point, we are not certain if we're in system and or if paperwork has gone out

  Business Response

  Date: 01/21/2025

  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. A member of management has been addressing your concerns and a operations staff member will be reaching out to you within the next 24 hours. 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]. 

  Customer Answer

  Date: 01/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  According to rep spoken with today, 1/22, I am listed as care receiver, not care giver, rep said she would open a ticket in re. Further, my background check was not completed, despite the delay on GTI end with getting paperwork out until 1/20. A rep with their Connecticut office I believe stated paperwork  including sign ip would be sent by end of last week.. When follow up calls were made in re, reps were clueless, was told no such referral received from state of Connecticut and did not know anything about any such paperwork  

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

  Business Response

  Date: 01/22/2025

  We appreciate your feedback and again apologize for your experience. A supervisor has been made aware of your updated concerns and will be reaching out to you shortly. In the meantime, please don't hesitate to contact customer service at 877-659-4500. 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22819466
  
  I am rejecting this response because: A prior complaint was filed regarding sign-up/referral with GT Independence, rebuttal sent to BBB with no ***ly back. It appears I as well as my mother, *** ******, are signed up , however, service codes as well as budget are not showing in ********, the site GT Independence uses for clients such as myself. Service codes as well as budget is required in order to be paid by GT Independence. According to their **** ******* *******, a welcome kit will arrive to my mother's email once budget and service codes uploaded. A welcome email was received yesterday, however, no service codes or budget showing, according to ****, *** spoken with yesterday, 1/28. I've been texting the case worker, **** *****, whom works with ********************************************************, budget was uploaded on 1/13 and showing on their end, however not on GT Independence end. **** stated this is a very common occurrence, uploads not showing, which appears to an error on Gt Independence end. ****** number was left with **** to reach out, I have not heard back in re
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/04/2025

  Date Sent: 2/4/2025 1:42:14 PM
  Thank you for reaching out regarding your concerns. We apologize for your experience. The member of management that you recently spoke with confirmed that you were now able to clock in your hours and the issue appears to now be resolved. Please dont hesitate to contact customer service with any questions or concerns by phone to ************ or by email to ********************************************************************. 

• Initial Complaint

  Date:11/24/2024

  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 locked out of the payroll portal online as well as the app. I service my son ****** *****. I began receiving several emails stating that I would need to take a zoom course as a new hire. I reached out to the person who sent me the email I reached out to GT Independence and everybody that I could think of to let them know that I simply get reimbursed for my son's travel I am not an employee. Nevertheless I have been locked out of the area where I submit my timesheets. On the app there is only a temporary service code that the system doesn't accept it does not display the correct service code for my son ****** *****. On the portal the Fab button does not come up so that I can put my time in. I have called on several occasions and I have not gotten a sufficient answer to when this will be fixed. Of taxes being taken out of the check which it should not be this is a simple reimbursement of funds I am not a GT employee I am asking that someone please look into this and fix it as I have not been able to enter timesheets since October 20th

  Business Response

  Date: 12/02/2024

  Thank you for bringing these issues to our attention. We apologize for the inconvenience you are experiencing. After reviewing your account, it appears that our IT department has been notified about the problems you are encountering with the app and your portal account. A member of our operations team reached out to you on 11/27/2024 using the phone number on file, as the IT department requires additional information to assist you further.
  Could you please contact customer service at ************ so we can gather the necessary details to help resolve your issues? Thank you.

• 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.