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:10/11/2025

  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 submitting this complaint regarding Tebra, a medical practice management software company, for misrepresentation of services, unauthorized billing, and failure to honor a cancellation request.Summary of Events In mid-September 2025, I spoke with ****** Law, a Tebra representative, who assured me the software would meet all the operational needs of my business, Tree of Life Birth ***************************** PLLC. He described it as a complete solution, stating the first 30 days were free and the monthly cost would be $299 thereafter.Based on that, I agreed to proceed. About two weeks later, during onboarding with *******, I learned that several functions ****** promised were not available. I immediately requested cancellation, explaining the product did not fit our needs.Despite this, in the third week, my credit card was charged $80.20 without authorization. When I followed up to confirm cancellation and request a refund, I was told a discussion was required. I replied that there was nothing further to discuss, as my request and reasons were already documented.Later, ***** ***** emailed asking to discuss a resolution. I again stated that the only resolution was cancellation and refund. After multiple attempts and no confirmation of cancellation or refund, I reported the charge as fraudulent to my credit card company and requested a new card to prevent further unauthorized activity.Resolution Requested I request BBB assistance to ensure that:1.Tebra immediately cancels my *********** full refund of $80.20 is issued to my ********* future charges are attempted.4.The company is held accountable for deceptive sales practices and non-responsiveness.Respectfully,Dr. ****** ******** Tree of Life Birth ***************************** ****

  

  Business Response

  Date: 10/23/2025

  Were sorry to hear that this customer was not satisfied with our software. We have scheduled a call to discuss their concerns in more detail and to clarify which features they expected that may not be available in the product. As there is an early termination fee associated with ending a contract early with Tebra, well review this during the call to determine what resolution would be fair and appropriate for the customer. Thank you for the opportunity to assist them.

• Initial Complaint

  Date:10/02/2025

  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.

  Every single month they will put hidden charges in my account or charge me for something that I did not sign up for and every month I have to dispute it and dont always get my money back.I want them to stop this deceptive Buisness practice before I escalate this matter further.

  

  Business Response

  Date: 10/14/2025

  Thank you for bringing this customers concern to our attention. Weve been in direct contact with the customer to carefully review their situation and go over each of their invoices. The errors they experienced have been corrected, and well continue to monitor their account closely to ensure everything remains accurate moving forward. We truly appreciate their patience and the opportunity to make things right.

• Initial Complaint

  Date:10/01/2025

  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.

  Tebras sales *** lied about the services. I signed up and 4 days later found out the contract was misleading and so was the sales ***. I contacted and emailed everyone I could find to inform them that due to their unfair business practices; I would not be using them and never not one single day used their services and to NOT bill me. They continue to bill me today. Now I am working with my bank to stop them because asking them to stop billing me directly is not working. Tebra please STOP billing me. Please refer back to the 13 plus emails I have sent to you, asking that you stop billing me. Ive changed my bank card twice and you are still billing me. I DO NOT AUTHORIZE you to charge me a single cent. Please make a note. Stay away from this company and its unfair business practices. Im sooo grateful that I chose to NOT use Tebra for my new small business. I cant imagine how they treat their clients.

  

  Business Response

  Date: 10/14/2025

  We are sorry to hear that Tebra was not the right fit for this customer. We have carefully reviewed the sales process and have communicated directly with the customer regarding their concerns, mainly that the customer stated that they were told they would be able to begin submitting insurance claims within 12 weeks of signing up, and this is not true. 

  After reviewing the communication records, we confirmed that the customer was informed they should be able to start submitting claims to ******** within a few weeks of enrollment; however, it was also carefully explained to them that the *** process typically takes additional time to complete. We found no evidence of misrepresentation or breach of contract on Tebras part. 

  As outlined in the agreement, the customer is subject to an early termination fee for ending their contract prior to completion, regardless of product usage. We have contacted the customer directly and are currently working with them to negotiate this fee. We appreciate the opportunity to assist and remain committed to a fair resolution.

• Initial Complaint

  Date:09/29/2025

  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.

  We canceled services with Tebra. We were told it would be read only and one provider for $99 after canceling to manage the transition. I was still being charged $1800 a month additional for multiple months even when we were no longer using Tebra. I reached out and was told I would be credited, multiple times. Then he emailed em and said nevermind; how is that acceptable? So I waited, still no access to the read only. Now we have no access and they are saying we have an outstanding bill. We have emailed so many times, calling into customer service is a joke. I would refer you anywhere but here. We still 4 months later have no access to patient payment records and are still in a battle with a different reason each time. The one email they used for read only access was not even an email that had ever been set up or logged in. They are horrible.

  

  Business Response

  Date: 10/10/2025

  We are sorry to hear about the challenges this customer experienced regarding read-only access and the difficulties they encountered with our support team. We have reached out to the customer directly and are actively working to restore the requested access and correct their invoicing. We appreciate the opportunity to collaborate with the customer and are committed to reaching a resolution that is mutually beneficial.

• Initial Complaint

  Date:09/26/2025

  Type:Billing 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 with Tebra on August 22, 2025, under a promotional offer of one free month. I never used their platform, never integrated their system, and never saw patients through Tebra.Despite this, on or about September 12, 2025, Tebra charged my card $995.47 without authorization. I immediately disputed this charge with both Tebra and my financial institution. After multiple emails, the amount was refunded on September 25, 2025.Even after the refund, I sent at least four written requests between September 1525, 2025, asking for cancellation of my contract and closure of my account. Despite these requests, on September 25, 2025, I received Invoice #INV7038290 in the amount of $36.00, which directly contradicts both the promotional terms of one month free and my repeated cancellation requests.This ongoing issue has caused me financial harm, stress, and delays in managing my professional and personal obligations. When I signed with Tebra, I expected transparency, professionalism, and respect for clients. Instead, Tebra has repeatedly failed to uphold its contractual and promotional obligations, while continuing to issue invoices and apply charges improperly.

  

  Business Response

  Date: 10/01/2025

  We sincerely regret the experience this customer encountered, as it does not reflect the standard we strive to provide. We have thoroughly reviewed the situation to identify and correct the errors, as well as to ensure they do not occur again. Our team has also reached out directly to the customer and worked toward a resolution that is satisfactory for both parties. We appreciate the opportunity to support this customer and make things right.

  Customer Answer

  Date: 10/02/2025

  
  Better Business Bureau:
  Complaint ID: ********
  Business: Tebra
  I have reviewed the businesss response and confirm that I also received written confirmation directly from Tebra stating that:
  My account has been canceled/terminated,
  My account balance is $0,
  No further charges or penalties will be applied, and
  Any future invoices received should be considered null and void.
  Based on this written confirmation, I am satisfied with the resolution and accept the businesss response. I consider this matter resolved.

  Thank you,
  ******* ****** PMHNP BC
   

  
  

• Initial Complaint

  Date:09/12/2025

  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.

  No one will set up an appt or phone call with me to help me with a product issue (not working correctly).

  

  Business Response

  Date: 09/26/2025

  Thank you for bringing this customers concerns to our attention. Were sorry to hear about the difficulties they experienced in reaching our Support Team. We have since been in touch with the customer and were able to resolve the issue they were facing. In addition, we are reviewing why they were unable to access the support they needed, to ensure this doesnt happen again in the future. We truly appreciate the opportunity to support this customer.

  Customer Answer

  Date: 09/28/2025

  
  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: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:09/04/2025

  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 using Tebra software for my medical billing company. On 7/10/2025 I received an email explaining that a new government mandate has necessitated that Tebra can now charge me an annual fee of $855.00 for messaging security (they call it A2P) above and beyond my contracted fee. Since I never have nor ever will be sending messages from the software, I expected to be exempted from the charge. Tebra says it is a charge for all clients, regardless of whether you use the service or not. I spent the next month trying to get this charge removed, with no help or even a response from my account representative. On August 7, 2025, I gave Tebra notice of cancellation, which is well before the 60 day notice they require for termination (my contract ends 10/31/2025). But of course, even though I am cancelling, Tebra charged me the $855.00 fee on my September invoice. They didn't even pro-rate it since I only had 2 months to go! I told them that I wasn't paying $855.00 annually for a service that I don't even use. Now, they are threatening me with ************** one point I received an email explaining how we can pass this cost on to our customers! I find this unethical. I have contacted other software companies who have never heard of this government mandate. It feels like Tebra is going for a massive upgrade and wants to finance it on the backs of its customers. Coupled with the deterioration of their service (complaints take weeks to resolve; enrollment teams are slow and mistake-prone when setting up electronic filing with insurances; their 1st round phone **** seem incompetent and rarely resolve issues, but they can create ticket numbers; claims do not receive tracking numbers for over a week, but it's not Tebra's fault!), it is time to find another software company. But I am not paying this exorbitant fee for a service that I do not use, and I respectfully request your assistance in resolving this impasse.

  

  Business Response

  Date: 09/10/2025

  Thank you for sharing this information and for bringing the customers concerns regarding the A2P compliance fee to our attention. The A2P (Application-to-Person) messaging compliance fee is not a Tebra-imposed charge, but rather a federally mandated industry-wide requirement driven by *********** carriers (including *******, AT&T, and T-Mobile). All healthcare and business entities using SMS messagingregardless of platformare now required to register their business identity and messaging campaigns through a centralized system known as The Campaign Registry (TCR). 

  This change affects all organizations sending business-related SMS, and the compliance fee ensures text messages continue to reach patients reliably and are not blocked, filtered, or marked as spam. 

  This charge is required of all Tebra customers, as this infrastructure is embedded in various features across the platform (e.g., appointment reminders, two-way texting, surveys, and more). This fee encompasses the entirety of 2025, including the months previous to this charge being invoiced. 

  We have contacted this customer directly with options for paying this fee, and we remain available to assist them with any questions they may have.
  
  

  
  

  Customer Answer

  Date: 09/10/2025

  The A2P charge was never part of my signed service agreement but added - as they acknowledge in an unexpected sudden charge of $855.00 annually before the renewal of my contract.
  The A2P charge is meant to provide secure messaging between software and clients.  I have never used the messaging service, nor do I have need it, and I have never used the appointment reminders or surveys with practices, and yet I am being charged exorbitantly for a service that I dont use or need.
  I have cancelled my contract, but since my contract runs through 10/31/2025, they are still charging me the full $855.00 and are not even willing to pro-rate it.
  They have spoken of this charge as a federal mandate.  Tebra states they are giving the govt $855.00 directly.  A2P is NOT a federal law but rather an industry-driven requirement.  The major U.S. carriers (AT&T, *******, etc.) are NOT the federal government.  To misrepresent it as a federal mandate is fraudulent.  Again, I dont need it and I dont use it and therefore I should not have to pay $855.00 for a service I dont need or use.
  If this were a set fee by the government, why was Tebra willing to give me a 20% discount on this charge?  Such a fee would not be negotiable, yet Tebra offered me a discount of $684.00, which is still exorbitant for a service that I do not need or use.
  In researching the A2P charge, Brand Registration Fees have rates of $4.00-$46.00 and are a one-time fee (not annual).  Campaign Registration Fees range from $1.50 to $10.00 per month.  The Per-Message Carrier Fees are small additional charges.  Tebra does not break out how the fee of $855.00 was determined. Although Tebra says they are happy to provide more context, they never do.  They repeatedly send me the same literature on Tebra letterhead, and not any disclosure of the federal law they keep invoking.  How this fee was determined would be a transparent move on Tebras part, but their response is always the same cloudy we have to do this!
  

  

  Business Response

  Date: 10/22/2025

  Tell us why here...The A2P compliance fee is a result of new federal regulations introduced by *********** carriers. These regulations now require that all businesses using SMS register their brand and messaging campaigns to ensure delivery and prevent spam. This is not a Tebra-specific changeit's an industry-wide compliance requirement that affects every organization using text messaging to communicate with customers or patients. SMS is embedded across several key features in Tebras platformappointment reminders, reputation management surveys, billing and payment reminders, and more. Even if our customers arent actively sending messages themselves, these features often run in the background to support practice operations.

  We have been in contact with this customer and have assisted them with options to pay this fee. We appreciate their cooperation and the opportunity to assist them further.
  
  

• 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,
  
  ****** ******