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:09/05/2025

  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.

  We have been billing with Kareo for many years while maintaining our medical records in Practice Fusion. Recently, our practice made the decision to expand our partnership with Kareo by transitioning fully to Tebra, with the intent of running our entire office through your platform.Two weeks ago, we initiated this process by contacting your support team. We were assured that a representative would reach out within 48 hours to provide us with a detailed overview of costs, integration support, and training, given that we are not yet familiar with the system. Unfortunately, the individual assigned to us never contacted us. After multiple follow-up calls, we eventually discovered that she was on PTO.Days later, I finally received an email requesting two available times for a Zoom meeting. I promptly responded, but received no reply. Once again, I had to follow up by phone, and after nearly two weeks of delays, we were sent nothing more than generic instructions directing us to handle the process ourselveswithout any explanation of costs, integration details, or training.This is wholly unacceptable. It reflects a troubling lack of professionalism and accountability for a company of Tebras standing. We entrusted Kareo and Tebra with the expectation of reliable support during a critical transition for our practice. Instead, we have experienced delays, inadequate communication, and an alarming absence of responsibility.

  

  Business Response

  Date: 09/09/2025

  Thank you for bringing this to our attention. We sincerely regret that a system error caused this customers request to be misrouted, and we understand how frustrating that must have been for them. We are actively looking into how this happened to ensure it doesnt occur again. Our team has since reached out to the customer with the information they were waiting for, and we are truly sorry for the inconvenience this caused. We look forward to making their experience a positive one moving forward.

• Initial Complaint

  Date:09/01/2025

  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 the owner of Interventional Pain Specialists Of Wisconsin and we needed to revamp our website my previous company we used a company called PatientPop this was bought out in a merger with another company called KAREO I decided to do the new website with the new entity called Tebra. The process took 2 to 3 times as long as did my first website with PatientPop and we have had nothing but problems with it ever since e and the company TEBRA is very difficult to get a hold of almost impossible and they never resolved the issues and now I have to spend $11,000 to go with a different company to produce a new website. TEBRA has done nothing in terms of SEO or promoting my website as they stated they would do. They are horrible to work with.

  

  Business Response

  Date: 09/10/2025

  Thank you for bringing to our attention the challenges this customer experienced with their website. We take great pride in designing streamlined websites with strong SEO to support our customers in attracting new patients and achieving success in their practices. We are truly sorry to hear that this has not been their experience. Our team has already reached out to the customer and is actively working with them to address their current needs. We sincerely appreciate the opportunity to support this customer and help make things right.

  Customer Answer

  Date: 09/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. They really are not fixing anything but they are letting me out of the contract without penalty and letting me keep my intellectual property without a fight. They have acknowledged wrongdoing on their part.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:08/27/2025

  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.

  I began using Tebra for my electronic medical record (EMR) system for my private practice beginning in October 2023. The mostly cost was $314. In August 2025 Tebra charged my business card account $433.99, which is an additional $119.99 over the original monthly fee. I contacted Tebra on 8/07/2025 to inquire about the additional charge, I was told that it was a "new required fee." I informed the customer service person that I did not sign a contract agreeing to this increase, and requested a refund. However, Tebra refuses to acknowledge the refund request. I then submitted a 30-day cancellation request to Tebra on 8/20/25. I was told that I am under an active contract until 12/30/25. However, given that I started service in October 2023, and the contract auto renews every *************************************** October 2025. I have requested proof of an active contract that ends on 12/30/25. However, I have not received this. Thus, I am requesting 1) a refund of $119.99, which is the unauthorized amount charged to my account, and 2) cancellation of my contract with Tebra.

  

  Business Response

  Date: 09/05/2025

  Thank you for bringing this customers concern to our attention. The fee in question is the A2P registration fee, which is required under ********************************* (***) regulations through the Telephone Consumer Protection Act (TCPA). We communicated this fee to our customers in emails sent on June 30, 2025, and again on July 30, 2025.

  Our team has been in direct contact with this customer and provided the requested proof of their active contract. We were able to collaborate with them to reach a resolution that was agreeable to both parties. We truly appreciate the opportunity to support this customer and wish them continued success in the future.

  Customer Answer

  Date: 09/06/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:08/26/2025

  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.

  We signed with Tebra in November 2024 with the understanding that the platform would provide specific services critical to our telehealth operations. Unfortunately, since initiation, the services we were told would be available have not been delivered, despite multiple attempts to resolve these issues 1.Payment/Billing Integration We were assured that we would be able to apply for and utilize Tebras patient payment system.Despite months of submitting applications and follow-ups, we have not received communication or activation for billing ***************** Accessibility We were told we could conduct patient visits via mobile or tablet.Upon implementation, this was not an option. Visits are restricted, creating a major barrier for a telehealth-based practice.3.Patient Self-Scheduling Notifications We were advised that the system would provide real-time notifications if patients ***************** reality, no notifications are generated. Instead, we must log in manually and check for pending appointments, which is not feasible for practice management.Resolution Attempts:We have made several calls since initiation regarding these ********* May 2025, we requested cancellation due to misrepresentation of services but were told we would be responsible for the full contract balance, with only two months waived.Request:Given the clear misrepresentation of EHR capabilities at the time of contract initiation and the lack of delivery of promised services, we respectfully request:Immediate termination of our contract without penalty, OR A significant reduction of the Early Termination Fee to reflect the services not rendered.Our practice entered this agreement in good faith, but the failure of Tebra to provide the core functions represented to us has created an undue burden on a small telehealth business.

  

  Business Response

  Date: 09/03/2025

  Were sorry to hear that Tebra wasnt the best fit for this practice. Weve connected with the customer directly and are glad we were able to reach a resolution that works well for both sides. We truly appreciate the chance to support this customer and wish them all the best in their future success.

• Initial Complaint

  Date:08/20/2025

  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.

  I signed a contract with Tebra based on promises made by their sales **** ******, who assured me I would be contacted by an onboarding specialist shortly to get set up, including e-prescribing for controlled substances (EPCS). This was urgent for my psychiatric practice since EPCS takes weeks for approval.That call never came. ****** sent me multiple emails saying their onboarding *** *** would reach out, but nobody ever did. Its clear now that was just a stall tactic to close the sale. I was left completely stuckunable to finish setup, unable to apply for EPCS, and unable to use the system I was already paying for.When I tried to cancel, customer service told me only ****** could cancel my contract, which is ridiculous. Its a shady way to trap customers in a contract while their *** avoids responsibility. I had to tell them I would cancel my card, file a BBB complaint, and warn other providers before they even took me seriously.This company sells contracts under false pretenses. They advertise one free month but you cant even use that month because they block you from moving forward without their onboarding teamwho never shows up. Kendal was unprofessional, dishonest, and disappeared once I signed.

  

  Business Response

  Date: 08/26/2025

  We regret the delays this customer experienced during their onboarding process and appreciate their patience. Our team has reached out directly and established a plan to ensure a smooth and successful onboarding experience. We are eager to move forward with getting them fully set up on our system and are grateful for the opportunity to turn their experience into a positive one.

  Customer Answer

  Date: 08/27/2025

  I reject Tebras proposed plan. It does not cure the core problem: ongoing failure to provide contracted services and promised onboarding support. I am consulting counsel and will not pay for services not provided.
  Facts (brief):
  08/18/2025: My identity was verified for eRx. Tebra represented a 35 business day completion; I received no completion or usable guidance for multi-state prescribing despite multiple written follow-ups.
  Non-responsiveness: I have a documented paper trail (emails/call logs) showing repeated non-responses to time-sensitive questions, including eRx.
  Last-minute rescheduling: After ~10 days waiting for onboarding, I was contacted ~1 hour before the meeting to reschedule and told the full one-hour session would not be honored unless I moved earlier.
  Support failures: Escalation attempts went unresolved; calls were dropped/hung up.
  Unilateral term change: Tebra offered a free month but extended the contract from 12 to 13 months a material change I did not accept.
  No benefit received: I have not seen a single patient on Tebra, submitted no claims, and transmitted no prescriptions. No usable service has been delivered.
  Position: Tebras conduct constitutes material breach and failure of consideration. Any demand for payment or early-termination fees is improper.
  Requested ********************start="1545" data-end="1548"> Immediate rescission effective 08/27/2025.
  Written confirmation of a $0 balance, waiver of all early-termination fees, and no further charges (including auto-renewal).
  Written confirmation that Tebra will cease collection efforts, make no negative credit reports, and close the account.
  Please keep this case open until the above relief is provided in writing.
  

  

  Business Response

  Date: 09/09/2025

  We are sorry to learn that this customer has decided not to continue with **********************. Unfortunately, their Onboarding Manager experienced a family emergency, which caused an interruption in their scheduled call. We sincerely apologize for any inconvenience this may have caused.

  To address their concerns, we have provided the customer with an updated proposal and are awaiting their response. Our team remains ready and available to assist as soon as the customer is prepared to reconnect with us.

  Customer Answer

  Date: 09/18/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *********
  
   
  

• Initial Complaint

  Date:08/08/2025

  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 am filing a complaint regarding the substandard services and lack of support provided by Tebra, an *********** provider. I have been experiencing significant issues with the functionality, reliability, and responsiveness of their EHR platform, which has negatively impacted the operations of my healthcare practice. I paid for a service that was not rendered successfully over a 2.5 year period and asked for a refund of half of the amount we paid for that service. I had to ask for a password reset to an App to gain access to my my reports that never worked consistently requiring me to sign in and experience inability to access the reporting date. I had to call for password resets continuously to gain access to my own data only to have the next password not work continuosly. This was only one of several problems we experienced with the company, but the only one I requested resolution on. Despite repeated attempts to contact the company for assistance and resolution-via Case No. ********, I have not received any meaningful response or support. I was told the company ****************** was going to resolve the matter as far back as April 2025 and have only received broken promises for follow-up to date. These unresolved issues have affected by abiity to maintain accurate records, insure patient safety, and run my practice efficiently. I am extremely dissatisfied with both the service quality and company's customer support.

  

  Business Response

  Date: 08/19/2025

  Thank you for bringing this customers concerns to our attention. We strive to provide the highest level of support, and we regret that their experience did not reflect that standard. We truly value their feedback, as it helps us continue to improve. 

  One of our team members has already connected with the customer, and together they have reached a resolution that both parties are satisfied with. We remain available should they have any additional feedback or questions in the future.

• Initial Complaint

  Date:05/15/2025

  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.

  Complaint from ******************************* Regarding: Kareo (Now operating as Tebra)Our practice signed on with Kareo, now under the name Tebra, after being assured that it was a modern, high-tech EHR solution built for Mental and Behavioral Health providers. During the onboarding process, their sales representatives made numerous promises, including the availability of compliance documentation and integrated forms essential for our operations.However, once we signed the contract and completed a full migration from our previous system (Therasoft), we were told we had misunderstood what was included. By then, our patient data had already been ported, our team trained, and the transition was too far to reverse without significant disruption.Since then, weve faced repeated, serious issues, particularly with billing. Claims frequently fail due to system-generated taxonomy code and NPI errors, despite our team's inputting correct and verified information. These are not isolated incidents but ongoing, systemic problems clearly tied to the functionality of their software.Weve been in constant contact with their support team for resolution, but the assistance has been inadequate, often dismissive, and at times completely absent. Platform outages, which directly interfere with client care and day-to-day operations, compound the issue.This software transition has caused significant financial harm to our practice. Tebras failure to provide what it promised, combined with ongoing billing malfunctions and insufficient support, has pushed us to the brink of financial collapse.We are currently exploring legal action.We urge any healthcare provider considering this platform to proceed with extreme caution. In our experience, Tebra has demonstrated a pattern of over-promising, under-delivering, and offering little support once a contract is signed.

  

  Business Response

  Date: 05/23/2025

  Weve made several attempts to connect with the customer to gather the necessary information and work toward a resolution. Outreach efforts have included emails sent on 5/16/2025, 5/20/2025, 5/22/2025, and 5/23/2025, as well as phone calls on 5/22/2025. We're committed to assisting them and remain ready to help as soon as were able to establish contact. At this time, we're unable to proceed further without their response.

• Initial Complaint

  Date:04/30/2025

  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.

  After signing with Tebra, it was proven the features that were advertised were not actually available in Tebra as told it was. We continued to make Tebra work, while incurring outside costs to use other programs to do what Tebra couldnt do. In 2/25, my e-rx was no longer being delivered to the patients pharmacies. I reached out to my specialist who did not ***ly. I then reached out to the sales *** who did our demo to try and elicit a response to which I never heard back from either, however, the specialist then contacted me via zoom, and was unable to resolve the issue. I was told he submitted a ticket to customer care and I would hear back in 1-2 days. I heard ABSOLUTELY NOTHING from anyone for 13 days. In this time period, I spent hours contacting customer care on five separate occasions by phone and I was told then the person in charge of my ticket would contact me back in 2 days, and then received no calls or emails. This same associate told me that I could submit a cancellation at least 30 days before cessation of services due to the circumstances, making no mention of fees etc at that time. I then called back after 3 days of no return calls as well as emailed my specialist, the salesman AND customer care, to which I received zero assistance or ***lies and spent over 30 days having to manually call or write prescriptions for my patients as well as during this time my patient satisfaction was sacrificed due to the issues. I paid for two months of service when neither e-rx or customer care was available to me. I requested several times by phone email and customer service ticket to cancel my services, they then waited almost 30 days to process this. I have now been contacted by invoicing after the fact more times than any other person. I have been invoiced for April as well as a large cancellation fee which would reflect services that I didnt receive and had spent over a month trying to cancel after no help was received to resolve it at the time.

  

  Business Response

  Date: 05/02/2025

  Thank you for bringing this customers situation to our attention. We apologize for the delay they experienced in resolving their prescription issue. Upon review, we determined that the support case had been misrouted, which contributed to the delay. We are actively addressing this to help prevent similar issues in the future. We have since contacted the customer directly and sincerely appreciate their feedback. A mutually satisfactory resolution has been reached, and we wish them all the best moving forward.

  Customer Answer

  Date: 05/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *******
  
   
  

• Initial Complaint

  Date:03/29/2025

  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.

  I signed up for Tebra while transitioning from IntakeQ, but after further evaluation, I found my current system better suited to my needs. The existence of a binding long-term contract was not clearly communicated during ************* my conversation with *****, he outlined the service pricing but did not mention any long-term commitment. Neither ***** nor ****** made it clear that I was entering a multi-year contract.Following Tebras cancellation policy, I submitted a cancellation request on February 13, 2025, via the Tebra Dashboard. I called Tebra customer service to confirm the request, and a representative assured me that my account would be canceled and I would be refunded for charges incurred after the cancellation.The representative informed me that the $209 charge on February 11 would not be refunded, which I accepted, but was assured I would not be charged further after the cancellation date. Despite this, I have continued to incur charges.After multiple emails with ***** (Customer Experience Manager) regarding my cancellation, he only mentioned the binding contract today, after I declined his request for a meeting, as I had already clearly requested immediate cancellation.I enjoyed Tebra's services and could see myself using the platform again in the future. I hope to maintain a professional relationship, but for now, the services do not align with my practices needs.I appreciate Tebras professionalism, but I seek clarification and resolution regarding these charges. Given that I followed the cancellation process, was assured of a refund, and did not receive clear disclosure of a binding contract, I request a fair resolution.I have attached supporting documents, including the price quote from ***** and my initial cancellation request.

• Initial Complaint

  Date:03/28/2025

  Type:Billing 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 overcharged and in violation of our contract for over 3 months. I have ***eatedly attempted to get resolution with their customer support but do not receive a call back from their "loyalty department" and they continue to bill me an inflated rateI have been with Tebra for the 3 month at a rate of $75 and another rate of $225 a month. I began with the trial on December 15 and end my trial on January 15th an called to cancel do to the software being incapable to do what I need medically in my practice. I called to cancel in January and continue to be charged. No one ever gets back to you to help you with concerns. I let them know in 1/15/2025 before my 60 day trial was up. S We've been calling and leaving case numbers to cancel. No one returns the calls. I keep getting emails that are set to take payment on my account but I have to wait for the cancelation *** to get with me. I've sent several emails and talked to several people! I first reached out to my sales *** to cancel, who told me my request was submitted. It took over four weeks to even get a response. When I called to follow up, I was told they were backed up. A customer service *** later confirmed that my onboarding notes showed that Tebra was inappropriate for my practice.I am requesting to be refunded in full. They are still charging me for a software I am not using, I canceled in January after a month of the 2 month trial and I was being charged during the trial period and for regular subscription.

  

  Business Response

  Date: 04/10/2025

  We regret that the customer encountered difficulties when attempting to cancel their account. We appreciate their feedback and will use it as an opportunity to refine our processes moving forward. We would also like to clarify that Tebra does not offer free trial periods. However, we do occasionally provide promotions, such as 60 days free with the signing of a 14-month contract, which differs from a free trial.

  We have contacted the customer directly and have reached a mutually satisfactory resolution. Thank you for allowing us the opportunity to assist them.