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:01/10/2024

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

• Initial Complaint

  Date:12/13/2023

  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.

  The company has advertised falsely. I was told I would receive multiple services and then later was told they do not offer them. They shut my website down when they claimed I did not pay the bill but the problem was that they did not update the invoice adjustment that was made. This is affecting our business.

  

  Business Response

  Date: 12/20/2023

  Thank you for making us aware of this customer's complaint. We have been in contact with this customer, and their website has been reinstated. We have also been able to work with them on the invoices to ensure everything is now correct. We are continuing to assist this customer until they are satisfied with their website. We appreciate the opportunity to help this customer, and look forward to continuing to work closely with them until they are completely satisfied.

• Initial Complaint

  Date:12/13/2023

  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.

  On 10/12/23, during a virtual demonstration of Tebra's *** system, the sales representative pressured me to immediately sign what appeared to be a simple one-page contract, while he waited on hold without allowing me time to review the "full" terms, which had a broken hyperlink. Despite this, I was assured there were no hidden fees, leading me to consent to services that were not as represented. The *** demonstration inaccurately presented billing features as web-based when they require a desktop application not compatible with our Mac-based system. The "Tebra payments" system was advertised as a fully integrated solution with terminal and Apple Pay options, which turned out to be false claims. We would need to involve Stripe, a different company, for terminal services. The absence of incoming fax capabilities, which were promised but not delivered, further necessitated seeking an additional third-party service. When these misrepresentations became clear, I attempted to cancel the contract on 10/26. My efforts were initially ignored, and after persistent follow-**** I was informed on 11/15/23 that contract cancellation was not an option, compelling me to uphold a 12-month contract at a cost of $4188 ($349/month). I requested to speak with someone regarding this matter but have yet to hear back. Yet, on 12/1/23, I was billed a prorated amount of $436.80 for the month of November that exceeded the agreed monthly fee of $349, and an additional $624.00 for the period of 12/1-12/31 for a total of $1060.80! This pattern of deceptive conduct, hidden fees, and unprofessional behavior needs immediate attention. I insist on the prompt termination of my contract with Tebra and a full refund of the charged amount. Numerous similar complaints against Tebra with the BBB suggest a broader issue. I request a thorough investigation into these practices and for Tebra to be held accountable.

  

  Business Response

  Date: 12/26/2023

  Thank you for informing us of this customer's complaint. We do have many happy customers who use our program on ************* every day. We also have many customers who have set up their billing systems with terminal and ********* systems after the step of adding Stripe, a solution that takes mere minutes and is a simple process. The customer's cancellation request is in process, as they requested.

  We take claims of deceit very seriously here at Tebra. We continue to research this account for any evidence of deception but have not yet found this. That being said, we are very sorry that this customer did not find ********************** to be a good fit, and we are determined to work with them to find a solution that is acceptable for both parties.

  We have been in contact with this customer for further information, and are currently working with our Legal Team to provide a resolution. We are also pulling invoices to explain all associated charges and ensure the customer understands. We will continue to work with them until this issue is resolved. The customer has our direct contact information and is encouraged to let us know if any further questions or concerns come up.

• Initial Complaint

  Date:12/12/2023

  Type:Customer Service 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.

  ***** L in customer service accounting was extremely rude. Impossible to cancel this service which in my opinion is not worth it. The billing software is not worth the price. I am waiting out the year contract before I cancel the website side of things. I absolutely do not recommend.

  

  Business Response

  Date: 12/20/2023

  Thank you for letting us know about this customer's complaint. We have listened to this customer's communication with the agent, and have taken the appropriate action. We also reached out to this customer, and they informed us that their issue has been resolved and that they will be closing their case with the BBB. We let the customer know that we are available for anything else that they may need in the future. Thank you for the opportunity to serve this customer.

  Customer Answer

  Date: 12/20/2023

  
  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:12/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for this EHR service in April 2023. I was sold on the ease of use and integration. I was never able to use the system and paid for nearly 8 months. I repeatedly reached out about my issues without resolution. I would like a full refund of all amounts paid.

  

  Business Response

  Date: 12/26/2023

  Thank you for informing us of this customer's complaint. We have been in contact with this customer and are waiting for them to respond so we can grant ****** to export their patient records. Once that is complete, we will be able to work with them on finalizing the cancellation of their account and on any considerations to be made regarding their contracted early termination fee. We will continue to work with them until we have a resolution that is acceptable to both parties.