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:02/08/2024

  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.

  When Tebra/PatientPop was advertised to me, I told them I would be telehealth and I was told the service is accommodating to telehealth and it would be advertised as telehealth. I was not going to be prescribing controlled substances so I believed the company. Throughout the setup of my PatientPop website it was addressed often that it was going to be a virtual address and my home personal address was to not be used. When the website went live my home address was used and I was told after the site went live it had to be used. I in response told them I would have never signed up for the service if they were honest from the beginning. They then made attempts to remove my address but the damage is already done. Third party sites have listed my personal address from information they got from Tebra/PatientPop. Even I just recently found out SnapChat had my home locations for anyone in close to my home making a SnapChat will know my personal address. My privacy has been violated by this company and this has been on-going for 6 months where I have not felt safe to open the buisness. I spend a lot of time trying to get my address off the internet, some websites of the 3rd party sites that got the information from Tebra/PatientPop remove my information right away others won't. I don't feel safe in my own home with random people stopping in front of my home. I don't even feel safe answering my buisness phone number explaining to strangers.

  

  Business Response

  Date: 02/21/2024

  Thank you for making us aware of this customer's situation. We are sorry to hear of the issue with this customer's address. Customer privacy is very important to us here at Tebra. Our products work well for telehealth practices and there is no problem with leaving the address off of our websites. However, it appears that in this case there was a simple mistake and we regret that the address was included on the site temporarily.

  This issue was reported to us on 9/12/2023, and this was resolved and the address was completely removed by 9/15/2023. Also, Snapchat is not one of the profiles that we manage. We are unsure how Snapchat would have received this customer's address, but it was not from our company. 

   We have contacted the customer directly, and we have been able to negotiate with them regarding cancellation for both of their accounts. We are currently waiting for the customer's final sign-off for the negotiations. We are grateful for the opportunity to assist this customer.

  Customer Answer

  Date: 02/22/2024

  My address was available for more than a couple of days through third party sites that had the information for months. They received the information from Tebra. So, SnapChat was one of those sites. ****** was also one of those sites. There were other third party sites I brought to Tebra's attention and they put it on me to contact these sites directly even though they are the reason these sites have the information. Some of the sites took the information down and some did not even after making several request to the point the issue was interfering with my daily life. I have not come to a suitable agreement yet with the company. I do not know why they are claiming so.

  

  Business Response

  Date: 02/26/2024

  We have explained to the customer how to see the ********* sites that receive their information from Tebra. The sites they are concerned about (like Snapchat) are not sites managed by Tebra. While we do often manage ****** Business profiles for customers, we do not manage this customer's ****** Business profile. All the sites managed by Tebra were updated to remove the address within 3 days of the customer informing us about the problem, back on 9/15/2023.

  We have explained to this customer that, unfortunately, we cannot update 3rd-party sites that we do not manage. We are not in control of how these sites obtain or manage their information, but they do not get their information from Tebra.

  We have continued to try to negotiate with this customer; however, they are unwilling to negotiate. We are doing everything we can to assist them with the contracts that they have signed and have sent a final offer. We hope to hear back from this customer soon.

  Customer Answer

  Date: 02/28/2024

  The information was there more than 3 days. The ****** direction to my personal address was attached to the buisness Tebra launched. It was a ****** map leading to my front door and a buisness phone number I had that was only associated with my Tebra account. 

  I got a message one account was settled with a agreed upon action between me and Tebra. I'm still waiting on them to settle final payment on an agreed upon action so i don't understand this responses with lies and untruths but this is how they gain my buisness from the start so i shouldn't be shocked. I am still waiting for the final payment to be taken from my payment method and 2nd final account payment settled. 

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service 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 billed for two additional providers on software account. After continuously trying to get one provider account removed (duplicate) I am still being billed for it. Not to mention being billed for the other provider when the company has prolonged granting access for this provider to even have use of the Electronic Medical Record. UNABLE TO CONTACT ANYONE DIRECTLY IN CUSTOMER SERVICE! THEY HAVE LITERALLY TAKEN MY MONEY FOR A PRODUCT THEY ARE NOT SERVICING PER OUR AGREEMENT CONTRACT.

  

  Business Response

  Date: 02/21/2024

  Thank you for passing along this customer's complaint. We have contacted the customer directly and have been working with them on these issues. We are in the process of removing the extra provider that the customer created in error, and crediting the amount they paid for the month they had this duplicate provider. We have answered other questions that they had, and are ready to assist with anything else that comes up. We have notified them of the status and that we are available for any questions. Thank you for the opportunity to assist this customer.

• Initial Complaint

  Date:01/30/2024

  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.

  Jan 6. 24. I sent in my enrollment form to Kareo/Tebra for EPCS so that I can prescribe medications for my patients. The company's IT department has yet to call me to resolve this issue after numerous tickets, calls, and complaints. I became so desperate that I emailed *********************, a key administrator, asking for help. I ended up having to pay for another prescribing system since I am unable to prescribe for my ** using the Tebra system. The company stated when I signed the agreement that I would be able to prescribe in the 2 states ** and OR. I cannot prescribe for my ** patients and have had to pay for another system. I have asked to meet in the middle by giving me a credit until this is resolved or to cancel my agreement. If I cannot prescribe for my patients in ** and have to use another system; it is not fair that I have to pay for something they promised that they had the capability to do. If you are a prescriber, I do not want you to have to go through this. This company is a scam. I only had 2 representatives attempt to resolve this issue; both have been receptive, but it is now 1/30/24, and I still have yet to get this matter resolved. EPCS is 2-day process in most cases as a point of reference.

  

  Business Response

  Date: 02/12/2024

  Thank you for making us aware of this customer's complaint. We are sorry to hear of the problems this customer had with prescribing in two different locations. We have been in contact with the customer and were able to determine the issue with their application. We are currently working with this customer to find a resolution that is acceptable to both parties.

• Initial Complaint

  Date:01/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired them to sell my products the salesperson said he could do that. Ever used the site Sandrasenzonrdh.cim Already had a professional site. They mis-lead me charged me , took down the site and sent it to collections

  

  Business Response

  Date: 02/06/2024

  While we don't currently have the option to sell products or have a storefront on the websites we create here at Tebra, we are able to add a link to a 3rd party storefront that is run by the customer. This was explained to this customer during their initial sales demo, and they were also shown an example site so they could see and understand how this works. After this was explained to the customer, they signed the contract and worked with our teams to build their site. The customer then stopped paying their invoices, so the site was closed and her account was sent to collections.

  We are sorry this customer did not find ********************** to be a good fit; however, the nature of the product page was explained to them in detail before they signed the contract. We have upheld our end of the contract by building their website as outlined in the contract and in the sales demo. We have reached out to this customer directly and they requested a phone call. When we could not call at the requested time, they asked us to quit "harassing" them, so we will no longer attempt to contact them unless they reach out to us first. They have instructions to re-open the case with us if they need anything further, as we are happy to assist.

  Customer Answer

  Date: 02/06/2024

  Complaint 21221654 

  This person is a manipulator; gave her a time to call me. She interrupted an important meeting.  Than said now deal with crdit agency

  They never hooked my site to a website selling my products for I never had a retail website. They are lying and have a lot of compalints

  I am notpaying for something that wasn't preformed.

  The e signature wasn't inadequat4e

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

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

  

  Business Response

  Date: 02/14/2024

  Thank you for the further information. We have now been able to communicate with this customer, and have given them the information they need to negotiate with the agency that now has their account. We are sorry that this customer did not find ********************** to be a good fit for them. We are grateful for the opportunity to assist them.

• Initial Complaint

  Date:01/27/2024

  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.

  Relationship began 11/30/2023, Acct *****************. Tebra fully committed to providing my company Lotus Weight Loss and Wellness an Electronic Health Record and payment processing service specific to my established telehealth/telemedicine business. The salesperson ***** assured that payment processing would be automated-automatic for processing client payments. During onboarding ******* confirmed this option is not available and had she has never heard of this capability. ***** assured their service was customizable prior to sale, ******* has confirmed that their service is not a good fit for our practice as their system is not customizable and in fact several functions within the platform do not even function. ******* has been my only point of available contact with Tebra to address my myriad of issues. ***** has never responded to any attempts of contact. ******* during onboarding calls repeatedly states that the issues I am having are support issues. ******* states that support is available. On multiple occasions when I have reached out for support, there is no one to take the phone call. When contacting support online, at no time have they responded to any of my requests to resolve non-functioning features within the platform. ******* stated on the most recent onboarding call **** she will escalate all ongoing nonfunctioning feature problems directly to support for resolution. Support has not reached out. Contact with ******* for onboarding purposes is soon to end leaving my company with no available remedy or contact. The only solution posed by ******* are manual workarounds to sending patient forms, manual processing of payments due to the non performing and non functioning aspects of this platform. This is severely impacting the ability to operate and administer my tehealth business in a major way. It is for this reason, I seek the remedy of being released from contract from Tebra with agreement that no further payments to them be owed.

  

  Business Response

  Date: 02/09/2024

  Thank you for informing us of this customer's situation. We are sorry to hear of the problems they have had with getting set up to prescribe medications for their patients. We have been in contact with this customer and are currently resolving this issue as quickly as possible. We will continue to work with them until the issue is resolved and the customer no longer has further concerns. Thank you for the opportunity to assist this customer.

  

  Business Response

  Date: 02/20/2024

  Thank you for making us aware of this customer's complaint. We have been in direct contact with this customer and have been researching the issues that they experienced. We are working with them directly to find a resolution that is acceptable to both parties and will continue to assist until this process is complete. We are grateful for the opportunity to assist this customer.

• Initial Complaint

  Date:01/26/2024

  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.

  I work for Limitless Health Connections as a Provider. We purchased Tebra for the purpose of charting, billing, and sending our medications. I began trying to get into the system over 3 months ago. Unfortunately, the process has been tedious. I called Tebra on several occasions. They were unable to verify my identity through ID.Me. After emailing several Associates from Tebra and ID.Me, I was finally verified manually on last week. I was told that I would get instructions in a separate email that would allow me to prescribe in their system. I have not received anymore correspondences. They told me that I would get it in a few days. I am now about to lose access from my old system on Sunday. So, I will be unable to send prescriptions for my Patients. This is going to negatively impact my Practice. We are paying for a service every month without me getting the benefits. Tebra should have one contact Person that we could contact for these issues. However, I spend countless time on the phone with them trying to fix this issue.

  

  Business Response

  Date: 02/09/2024

  Thank you for informing us of this customer's situation. We are sorry to hear of the problems they have had with getting set up to prescribe medications for their patients. We have been in contact with this customer and are currently resolving this issue as quickly as possible. We will continue to work with them until the issue is resolved and the customer no longer has further concerns. Thank you for the opportunity to assist this customer.

  Customer Answer

  Date: 02/10/2024

  
  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.  The Business rectify my problem.  I truly appreciate ***** A for helping me.

  
  Regards,
  
  Dr. ********************
  
   

  
  

• Initial Complaint

  Date:01/24/2024

  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 open this account in June and frequently followed up for orientation on how to use the system. I was oriented to one part of the system, but never was oriented on how to bill. I called multiple times to be oriented and never received a call back. I was being charged $216 per month however it was still unable to use the system. In October, I stop the payment since I was unable to use the system and had not been properly oriented. I sent email I called and received multiple ticket number for ending my contract. my account was reviewed and credited then later into collection. I was in transferred to the account services who indicated that I must pay collections over $1900 as a part of my contract despite not being able to ever use the product or being fully oriented. Im extremely disappointed and frustrated with this company and Decided to report their business.

  

  Business Response

  Date: 02/07/2024

  Thank you for letting us know about this customer's complaint. We are sorry that the onboarding experience for this customer was not satisfactory. We have been in direct contact with this customer and are currently researching their account. Most of our training is self-guided, online training, so we are researching why this customer could not complete the online training. We are also researching the communications between the customer and their Implementation Manager so we can improve communication and implementation for future customers. We will continue to work with this customer to find a resolution that is acceptable to both parties.

• Initial Complaint

  Date:01/23/2024

  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.

  We signed up for a product but didn't get the support needed. We've called and emailed several times: 11/27/23 emailed asking for direction, no reply 11/29/23 F/U was told "they" would be in touch, no word 12/7/23F/U again, was told to wait to hear from the team and was given a ref# for case 12/14/23 Still no communication.1/17/24 spoke with ***** from billing and he said we didn't respond to their email. I asked which email was used and he gave us an email that hasn't been used in 6 years. We looked in that email but no correspondence was found. I gave the correct email. ***** said he would have the owner, ******, call me the next day. I didn't receive a call the next day.1/19/24 I called again and spoke with customer service and was again told ****** or ***** would call me back that day, it is now 1/22/24 and I have not heard from anyone.Training was not completed as they would not return our calls We want to cancel the contract due to our inability to communicate with Tebra, misinformation on the capabilities of the platform to preform for our needs, being able to use the product for all of our providers, and loss of faith in the company due to their lack of professionalism.

  

  Business Response

  Date: 02/05/2024

  Thank you for making us aware of this customer's situation. We are sorry for the communication problems that they have experienced with Tebra and are currently researching these issues so they can be resolved for the future. These types of communication lapses are not what we expect for our customers here at Tebra.

  We have been in direct contact with this customer and are working together toward a resolution that is acceptable for both parties. We will continue to work with them until this has been completely resolved.

• Initial Complaint

  Date:01/19/2024

  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.

  We are a healthcare practice and this is a Medical Records/Insurance billing system that we have had for over a year and pay 350/mth for the service. We are leaving the service and have told them and as far as we know they have that knowledge. But who knows???In order to leave this service we need offboarding help and information. It involves sensitive patient information and hippa. We may need to speak with this person more then once. So a single call just to make it seem BBB has helped will probably not resolve. We need a name and phone number which we can directly reach as needed till the process is completed.We cannot get anyone to return our phone call! I have spoken with sales, customer support and accounting. Each has promised a call back. No one will call us. I believe my account manager is **********************. They have no corporate telephone number available.PLEASE help us get a response from Tebra (formerly Kareo). I knew we made a mistake a year ago when we signed up and immediately got shut out by our salesperson and trainer and could not longer reach anyone except their customer service.I even texted a number I had been texting to "*****" our salesperson and she ghosted me. I asked if she was ghosting me and still no reply. Great sales obviously. A lot of remorse. Promises of what this system would do, then they sold to another company which was a surprise to us.SO FRUSTRATED AND IT IS GETTING URGENT.

  

  Business Response

  Date: 01/24/2024

  Thank you for sharing this customer's experience with us. We are sorry to hear of the problems they have had reaching our team for cancellation. We have now been able to contact this customer to assist them with cancellation. We will continue to work with them until this is complete. We appreciate the opportunity to assist this customer.

  Customer Answer

  Date: 01/24/2024

  This is a process and until the process is done I don't want to say it is resolved.  It has taken a month for them to reach out.  Therefore I will pay a month more (350) then I might have.  I have accepted that but I have asked them if I need another month (or part of the month) to transfer all patient records that must be done manually I would like them to comp. it.

  Once the process is done I will consider it resolved. 

  Even though they helpful today I have lost some trust and feel I must take this to the end.  

  I will then consider this resolved.

  I am very thankful to BBB for facilitating this.

  ****

  

  Business Response

  Date: 02/07/2024

  Thank you for the further information from this customer. We understand their desire to wait until their data transfer is complete to consider this resolved. We have been available and in contact with this customer as they complete the transfer, and we will continue to be available until this is complete. We are grateful for the opportunity to assist this customer.

• Initial Complaint

  Date:01/16/2024

  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.

  I have been with Kareo and now patient pop/tebra for over a year. I had gotten behind on payment and my website was shut down. I was told if I paid half of what was owed they would get my website back up and set up a payment plan. Well I paid more than half and when I asked to have my website reinstated I was told I would have to pay in full. This is affecting my business and they are not holding up their end of the agreement. I was also told there would be large amount of SEO work and I haven't gotten much traffic to my site or to my business.

  

  Business Response

  Date: 01/18/2024

  Thank you for making us aware of this situation. We are sorry for the confusion regarding this customer's payment plan. This has now been resolved and the customer's website is active. We have been in touch with this customer and they understand that we are available to help with any further needs that come up. We appreciate the opportunity to assist this customer.

  Customer Answer

  Date: 01/18/2024

  
  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,
  
  *********************************