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: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.

• Initial Complaint

  Date:12/11/2023

  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.

  This company is a Scam. I have been a customer for 1 year and ************ ends on 12/18/2023. They have been charging me $485 every month with no updates on my website. I have sent several cancellation requests prior to my contract end day and the offboarding specialist ********* takes her time to schedule a call with me. she also reported that it would not be a problem and I would be off boarded before the 18th. Today I had to follow up again and she sends another email stating that a request is needed ***** days, and they would offer me a lower price. This company is a scam. I will be escalating this matter to court since I have a recording of our meeting as well. My only issue is that they have the right to my Domain. Stay away from this company. My biggest regret.

  

  Business Response

  Date: 12/12/2023

  Thank you for making us aware of this situation. We are sorry to hear of the delays that this customer has had. We are happy to report that this situation is now resolved and the customer is satisfied. We are available for any other questions or concerns that they may have in the future.

• Initial Complaint

  Date:11/26/2023

  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.

  Tebra is the WORST!!! they make all kinds of promises when signing up for their EMR package then don't follow through. You get an "account manager" who if you contact with any issues they tell you to contact the customer care and you speak to a different person everytime. They don't follow through with setting up billing therefore causing your small buisness thousands of dollars in lost billing revenue. Then they drop the ball on making sure your billing system and payers are set up correctly that our billing office can bill timely the say "ya we don't know why the person who sets this up hasn't followed up." It's just one problem after another and for a small buisness it can be detrimental. They also are quick to take their money for their "services" every month but never follow through or make sure all their clients are OK and have things set up right. This is the WORST EMR company to go though I'm very un happy have reached out several time and had out questions answered after being on hold for over 30 minutes for some instances. They are the worst customer service and EMR company ever and just cause small businesses to lose profit

  

  Business Response

  Date: 12/08/2023

  Thank you for making us aware of this situation. We are sorry to hear that this customer did not receive the help that they needed from our support teams. We have been in contact with this customer and will continue to work with on training and implementation until this issue is resolved. We are also using this information to improve training and response time from our support teams. We appreciate the opportunity to further assist this customer.

• Initial Complaint

  Date:11/17/2023

  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.

  Patient Pop joined my EHR company (Kareo/Tebra) for this year. I have services with Kareo/Tebra for my private medical practice for billing, telehealth, prescribing, and maintaining medical health records for my patients. This month November, 2023 I started getting multiple unauthorized charges charges from Patient Pop. I have no services with this company. I called, the staff confirmed that I am not a customer and they could not explain these charges. They promised that someone will work with me to rectify this and I am still receiving unauthorized charges to this day. The only thing so mine asked me to do was to send them a screenshot of the charges deducted out of my account. First charge 11/13/23: $530.56 Second charge 11/15/23: $514.00 Third charge 11/17/23: $500.00 I need to know how this company accessed my account since I do not have services with them.And. I want them to stop these deductions and refund my money back.

  

  Business Response

  Date: 11/21/2023

  Thank you for making us aware of this situation. We have been able to work with this customer and discover the cause of the errors, and this has been corrected. We are also ensuring that error does not happen to any further customers. We are grateful for the opportunity to make this right for this customer.

• Initial Complaint

  Date:11/07/2023

  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 hereby file a complaint against Tebra's *** system and bring to your attention a deeply concerning and unscrupulous business practice that I have recently experienced.On Tuesday, October 24th, I signed a contract with Tebra, a decision I now deeply regret. During a Demo of their services, I was pressured into signing a one-page contract without being afforded the basic courtesy of time to read the terms and conditions of the agreement. In fact, despite my explicit request to review the contract at my own pace and seek clarification on any clauses, the Tebra representative, named ****, was unrelenting in his pressure tactics. I was repeatedly told that the terms were merely standard and that there was no need to read them. The terms and conditions were not provided on the form I was instructed to sign; instead, they were cryptically listed as an unclickable link during the sign-up process.What transpired was a clear misrepresentation of the contract and a blatant disregard for the importance of transparency in business transactions. ****'s insistence on immediate signing left me with no choice but to acquiesce, leading to a deeply unsatisfactory agreement. Upon realizing the lack of clarity and dubious practices employed by Tebra, I promptly sought to cancel the contract on 11/06/2023.However, when I initiated the cancellation process on 11/06/2023, I was met with further frustration. I was informed that there was no grace ****** and that I would be liable for termination fees. This was the first of several alarming revelations about the true nature of Tebra's service.Subsequently, I discovered a disturbing inconsistency between the initial contract and what I later found on my Tebra account. While adding office staff on the platform, one of the webpages I accessed within the *** system indicated that my monthly bill would exceed $400.00, a ***** contrast to the $140.00 contract I signed.To add insult to injury, when I contacted Tebra to express my concerns and reservations about the undisclosed fees, I was met with extreme rudeness from the cancellation ***** The representative accused me of attempting to find excuses to cancel the contract. It was only after I confronted her with the fact that numerous providers have voiced their displeasure on social media due to Kareo's partnership with PatientPop, resulting in additional, undisclosed fees, that she admitted to the potential existence of such fees.In response to my legitimate concerns, the representative attempted to intimidate me by asserting that I would be held accountable for the termination fee and threatened to send my bill to collections if I chose to cancel.This entire experience has left me deeply disappointed and alarmed by Tebra's unethical practices. Their tactics have been nothing short of deceptive, and the lack of transparency is inexcusable. I want to bring this matter to the attention of BBB in the hope that these issues can be resolved and that other consumers may be spared similar ordeals.I urge you to investigate the business practices of Tebra and take necessary action to prevent others from falling victim to such deceptive practices.I demand that Tebra terminate the contract due to significant concerns regarding their practices and representations. These concerns are rooted in their lack of transparency regarding contract terms, imposition of undisclosed fees, and unprofessional behavior on their part. Given these serious issues, I insist on the termination of my contract without any associated fees or penalties and that the company refrain from charging any termination fees. Nothing less than this will be acceptable. The numerous dissatisfied BBB complaints from customers indicate a systemic issue within Tebra, and the company has severely failed the medical community. I want to emphasize that I will persist in addressing my complaints on every platform available until this issue is resolved.

• Initial Complaint

  Date:11/03/2023

  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 1-year contract with Tebra (was PatientPop then but bought by Tebra) in October of 2022. They provide a website as well as SEO ranking on ****** and other search engines. They charge ~$1600 monthly or ~$20k/year in total.I called a rep and tried cancelling on July 21st, 2023, but was told I had to wait until the end of the contract. October 17th, 2023, one day before the end of the contract, I sent in a request to cancel. October 18th, I am told that there is an AUTOMATIC RENEWAL for another year long contract and that the window to cancel is form July 21st to Aug 20th 2023. I told them I did call and attempted to cancel within that window but I was told that it was supposed to have been a written notice of cancellation, and that simply telling their rep to cancel was not enough. They have already charged me $1,639.35 for the first month.Although, the info on autorenewal, window of cancellation, and written notices is hidden in their long contract, I have NEVER received any type of notice nor has any of the dozen reps I've talked to mentioned anything about these things.The business refuses to cancel my contract, but are offering that I can pay 3 times my invoice amount ($4,918.08) to cancel.I am currently working with my lawyer to cancel this contract and get a refund for the first month.

  

  Business Response

  Date: 11/17/2023

  Thank you for making us aware of this situation. The customers lawyer has been working with our Legal Team toward a resolution, which we expect to have soon. We are sorry for the experience that this customer has had, and we are taking actions to avoid similar situations in the future. We also encourage all of our customers to read and understand Tebras Terms of Service.

  Customer Answer

  Date: 11/20/2023

  My lawyer spoke to a lawyer on Tebra's/PatientPop's legal team 10 days ago who told us that this complaint should not have gone so out of hand and should have been resolved quickly. The Tebra lawyer guaranteed us that the contract would be cancelled and that we would be refunded for the first month's payment.

  However, no resolution has been made as of yet.

• Initial Complaint

  Date:10/28/2023

  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.

  I am a Burn/Trauma Surgeon with a private practice in *******. This year, I requested information from Tebra/Kareo about its billing features. A Sales Rep explained their platform supports billing and electronic health records (EHR). When I told him I already had a company for my EHR needs, he assured me that Kareos EHR supported my specialty. It made sense to consolidate. I discovered the representations of their services were false after I signed Contract on 9-15-2023. Tebra admitted the Sales Rep who sold me the service had been fired for dishonest behavior. I was fraudulently induced to enter this contract by a Tebra employees false statements about the capabilities of the software that he knew or should have known were false. If it were not for these assurances, I would not have entered into any agreement with Tebra. Tebra committed to provide clinical EHR support for my specialty and a reliable and accurate billing module. Tebra materially breached these commitments. They are on notice of the defect as of 10/3/2023. Tebras Response During Call #1 with my assigned Tebra Implementation Specialist (IS) on 10/3, I discovered there is no clinical support for my specialty. A Lead in Documentation Support told the IS manual template creation was very time consuming and not ideal for a customer to do. I asked the IS to escalate to her supervisor. They offered to (a) rename non-surgical templates to say surgery, (b) use quick text to insert surgical phrases in predefined medical fields in existing note types, (c) build templates for me for $1200 extra. None are feasible solutions. A contract cancelation request was submitted on 10/12 by the IS and by me on 10/13. Tebras response on 10/23 is a 5% discount off my current contract. This is unacceptable given the issues laid out here. Desired Resolution Cancellation of existing contract, refund of all fees paid, and no early termination penalty.

  

  Business Response

  Date: 11/03/2023

  Thank you for letting us know about this customers situation. We are sorry that our software was not a good fit for them. The customers attorney has reached out to us, and will be working directly with our Legal Team for a resolution.

  Customer Answer

  Date: 11/08/2023

  Case is still open. Resolution has not yet been achieved. 

  

  Business Response

  Date: 11/10/2023

  Our Legal Team has been working with the customer's attorney, and we have been able to find a resolution that is acceptable to both parties. Upon our investigation, we have found no evidence of intent from our sales representative to deceive the customer regarding the capabilities of our software to support their specialty. It appears that there was simply a misunderstanding regarding exactly what specific items the customer needed from the **** We are sorry Tebra was not a good fit for this customer, and we are glad we were able to assist them in this case.

  Customer Answer

  Date: 12/01/2023

  An acceptable resolution has been reached in written correspondence with my attorney on 11/10/2023. However, we are still waiting for Tebra to complete the terms agreed upon. The account has been canceled and fees waived. The refund request has been in the queue this period of time. Notification of processing arrived at 9:07 am CST today (12/1/2023). Once the refund amount has been received, we will close loop with BBB.