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: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,
  
  *********************************
  
   
  

• Initial Complaint

  Date:01/10/2024

  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.

  A sales associate committed to improving my practice and that I would see a noticeable increase in my website and office traffic. She also said Tebra would get my page ranking higher on ****** through SEO. I was pressured into signing a contract at $746 a month for web page management as she would wave the outrageous set up cost only if I signed at that current moment. After two months I emailed that same sales person asking if she could check in on my account as I had received no traffic via ****** or what they had promised. Furthermore, I looked at my ****** rankings provided through the tebra/patient pop website and it was showing that I was ranking in the ***** range on ****** for my main services. I reached out again to the ***** sales person but never received a reply. Afterwards, I filed a complaint with customer service stating I would like to cease all billing and services due to not fulfilling what was promised to me and my practice. It took 14 days after that to get a response from a customer service agent and after replying, it took another 12 calendar days / 6 business days. I again repeated that I no longer wishes to be associated and asked to cease all services and billing as I was no longer using their services or the website they had created which I might add was poorly put together with numerous grammatical errors. I never heard back from the customer service agent and a month later without any communication they have passed me off to a collection agency. Their shady business dealings and promises are not good business and are reflective of the work and effort they provide to small businesses they trap into their contracts.

  

  Business Response

  Date: 01/22/2024

  Thank you for letting us know regarding this customer's complaint. We are sorry to hear of the experience that they have had, and we are grateful for the opportunity to assist this customer.

  For any new website, it can sometimes take many months for SEO improvements to be visible. We are sorry that this expectation was not set more appropriately with this customer. We are also sorry to hear of the problems this customer had in reaching our Support Team. We have several new initiatives in place to improve response time and quality from our Support Representatives.

  We have been in contact with this customer and have informed them of next steps to resolve their account. We will continue to be available for any further questions or concerns that *** come up.

• Initial Complaint

  Date:01/10/2024

  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.

  Tebra *************** uses an online "Case list" to manage their customer servicer needs with technical, and software issues. Tebra has consistently ignored or "closed" our cases (Case # ********, ********, ********. There is a serious issue where our *********************** opted out of "patient surveys" as well as an "online presence". Tebra, somehow accessed two "non patients" of our practice, and they provided "reviews" of our Doctor and posted 1.0 star reviews to Tebra's Provider Search website. This produces several major issues: 1) We did not consent to patient reviews or an online presence. 2) How did they solicit two people who are not in our practice to give reviews but 1 star? 3) If we opted in, Tebra allows Organisations to select the type of review to show "Show only 5 stars". because we are not opted in, we can't even control this feature. We have called dozens of times since 2022 to seek help. Early in this process, we received sympathy from the call center, saying they would "escalate". Later in 2023, we filed online cases that were closed or ignored. Now ********* care" has written over our subject heading on the case complaints with their own narrative "duplicate" "Bad reviews," which diminishes the problem or confuses what the problem and solutions are. We spent our lunch hours waiting on hold, hung up on, or just sent form emails stating sympathy and that they have escalated this request. No one from Tebrahas called to help, or offer a solution thus far. We are asking the BBB to intervene as this problem is not being addressed or resolved, and it is actively being ignored. Also, even if we leave Tebra, how can we be sure our "online presence" will be turned off? Again, in summary, we NEVER consented and do not want Reviews or an online presence. We actively turned this feature OFF. We need this removed and seek to understand how Tebra accessed non patients to review our practice and post on their site 1.0 star reviews about us?

  

  Business Response

  Date: 01/22/2024

  We are grateful that you have made us aware of this situation. We have been in contact with the customer, and have discovered that the reviews in question were not solicited by Tebra, but were left after the potential patients located this online profile through an online search. These reviews have been removed. We are also working with the customer to remove this online profile completely so no patients can leave reviews in the future.

  We are sorry for the amount of time it took for this issue to be resolved. This feature is a lesser-known background feature, so it took some time to discover the underlying issue. We are using this opportunity for further training for our Support Representatives.

   We are continuing to work with this customer until they are satisfied that the situation is resolved. They have our contact information for any further questions or concerns.

• Initial Complaint

  Date:01/10/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Tebra Patient Pop regarding the substandard services and unacceptable business practices we have experienced as their client. We have been with Tebra Patient Pop for a number of years, during which the quality of service and results has progressively declined. Our concerns are as follows:1. Deteriorating Service and Results: Despite our ongoing monthly payments, we have observed a consistent decline in the quality of service and results provided by Tebra Patient Pop. The value for the monthly fee has significantly diminished, and we no longer see the benefits that were initially promised.2. Account Hostage Situation: We have decided to explore alternative solutions for our needs and have identified a new company that we believe can better serve us. However, Tebra Patient Pop is holding our account hostage by refusing to release it, impeding our ability to switch service providers seamlessly.3. Lack of Communication and Unresponsiveness: Our attempts to resolve this matter through communication with Tebra Patient Pop have been met with frustration. Despite numerous calls and requests to cancel our services, we have not received any satisfactory response. Each time we contact them, we are assured that someone will reach out to us, but this has not happened.This situation is not only causing us significant inconvenience but also raises concerns about the ethics and professionalism of Tebra Patient Pop as a service provider. We believe our rights as consumers are being violated, and we seek your assistance in facilitating a resolution to this matter.We kindly request that the Better Business Bureau investigate our complaint and take appropriate actions to ensure a fair and timely resolution. We hope that through your intervention, we can expedite the release of our account and terminate our association with Tebra Patient Pop.Sincerely,******** Optical

  

  Business Response

  Date: 01/22/2024

  Thank you for making us aware of this customer's complaint. We have been in contact with this customer, and are working with them toward an acceptable resolution for both parties.

  We are sorry to hear of the delayed responses that this customer has experienced from our Support Team. We have recently hired more Support Representatives and have other initiatives in place to improve response time and quality. Continued improved support is a top priority here at Tebra.

  This customer's contract ends in May of ****. We have contacted them directly with their options for cancellation, and with a plan to improve the results they are receiving should they decide to stay with Tebra. We are currently waiting for their response and will continue to work with them until this is complete. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:12/21/2023

  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.

  Every month for the past 2-3 months an invoice is posted without sales tax and I pay the invoice. The invoice is reposted after I pay the invoice with sales tax. I have called customer service on every occasion to learn if I need to pay sales tax or not. Both previous invoices had the sales tax removed and I did not have to pay the sales. After the invoice is paid in full (no sales tax) the company posts an invoice with sales tax added. I then receive an email stating that my payment has been declined and the account will be suspended if I do not pay the balance on the invoice. I do not have a credit card on file for this reason. Charges are added, the invoice is altered, and I am threatened with suspending the account, and my invoice has been paid. This has happened now for the past 3 invoices. The customer service supervisor was supposed to speak with accounting for clarification and get back to me. Each time customer service has failed to do so. I will not keep a credit card on file...I do not trust their shady accounting practices.

  

  Business Response

  Date: 01/30/2024

  Thank you for making us aware of this situation. We are sorry to hear of the problem this customer has had with their invoices. We have been able to contact the customer and let them know that their state does require taxes to be applied to the invoice, and that if any of our customers have a tax exempt status, they can send us the paperwork for this to be applied. Our Accounting Team has been working on this delay in taxes being added to the invoice and it should now be fixed. We are working directly with the customer to verify the fix. We will continue to be available for any further questions or concerns that *** arise.

• Initial Complaint

  Date:12/18/2023

  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.

  has been customer of ********************** for over 10 years in summer, they merged with Tebra new team promised/advtswe4trised/claimed significant services with marketing and webdeign in addition to customary billing servcies offered 10% discount signed for new services after 4 months - no discount applied has been in touch with upper management etc - no one has authority or desire or likely both to fix anythung even after I paid UNDOSUCNTED price just to keep the ball rolling - despite promised fix - nothing is fixed. Pure ignorance and disrespect to customer and our PATIENTS alike in the meantime, website has been down causing substantial business interruption and losses for our small private business in Healthcare where visibility and accessibility are the keys at the end - significant COMPROMISE of quality of care to our Community - many complaints from local members, patients etc

  

  Business Response

  Date: 01/09/2024

  Thank you for bringing this matter to our attention. We need further information from this customer to resolve this complaint, so we reached out to the customer via email on 12/20/2023. He informed us that he would like a phone call, so we called the number provided in the BBB complaint and were placed on hold for 20 minutes before the call was disconnected. The customer then, through email, provided us with a different phone number to call, which we called immediately and it went straight to voicemail. We informed the customer of this and asked them to add our phone number as a contact or provide a different phone number. We also gave them the information to call us instead if they preferred. There was no response to this email. We tried the number twice more that day and once on 12/21, and each time it went straight to voicemail. We emailed again on 12/26 with a list of the questions that we need to have answered to resolve this issue. We are still waiting for a response to this email.
  
  We are happy to assist in resolving this issue but need to be able to communicate with the customer to do so.
  
  Best wishes,
  
  *********************
  Escalations *********** ****** of the *********

• Initial Complaint

  Date:12/18/2023

  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.

  Before signing an agreement with Tebra on 10/6/2023, I was told that their billing system would easily integrate with my charting system for free. I was told that my onboarding manager would walk me through this process of using an API for integration, which would be simple and completely free. Once I had signed the agreement and joined, I was then told that my charting system is unable to integrate with Tebra's billing system. It would be another $200/mo plus a $500 setup fee in addition to the $199/mo that I was already paying to use an external company to complete an integration on a monthly basis. When I questioned this additional fee, I was told I could download an API that would theoretically pull data from my charting system into Tebra. When I attempted to get this started, I was told that Tebra would not provide any support in doing this, and they sent me an 81 page document on how to set it up. In that document it says it is "written for a technical audience." When I requested help in doing this, my onboarding manager sent me the same document without any additional support. I am a one person company, not a technical audience, and it was misleading that this would be a simple process. I have been completely misled by Tebra's false advertising. I have not been able to utilize the software nor will I be able to, and I am unable to end my contract without an early termination fee of $2189.

  

  Business Response

  Date: 01/09/2024

  Thank you for making us aware of this customer's complaint. We are sorry to hear of the issues that they have had with our system. We have been in contact with the customer and are working as quickly as we can toward a resolution that is satisfactory for both parties. We expect to have that resolution by the end of this week. Thank you for the opportunity to work with this customer.
  
  Best wishes,
  
  *********************
  Escalations *********** ****** of the *********

  Customer Answer

  Date: 01/09/2024

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