Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/23/2023

  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 have been attempting to contact Kareo/Tebra to have our clinical data exported to our new EMR system, ******* I created a ticket in Tebra on 10/6/23 (Ticket #********), which no one responded to. I then called Tebra on 10/18/23 and was given a new ticket number (DSSD-5751), where I was told I would have someone contact me that day. Needless to say, no one did. I called Tebra on 10/23/23 regarding this and I was on hold for almost 2 hours, to be told the ticket was assigned to someone named "Melody". ****** has not contacted me. This is becoming frustration and just proves why we are leaving this contact for a new one. The practice ID is *****, for *********************************************

  

  Business Response

  Date: 11/03/2023

  Thank you for the information about this customer. We are sorry to hear of the experience that they have had. We have been able to contact the customer directly regarding this issue. Our **** Services Team is currently working on their request, and will complete it as quickly as possible. We have communicated this to the customer, and will continue to be available for assistance should they have any further questions or concerns. 
  

  Customer Answer

  Date: 11/06/2023

  While the company did reach out, the communication from them regarding this issue is lagging. It wasn't until 11/3/23 that I was informed that the time for export would be ***** business days, after I was told we were "next in line". I'm still waiting for a final price for the data export from them. It isn't until they give me that number and I approve it that the ***** days starts. This situation is still not resolved and I will not accept that this is resolved until the data if finally exported and **************. I don't even have information on what happens when the data is exported, how I obtain it (CD, exported file, sent to another company, etc.). The original request was placed 10/6/23 and it wasn't until the 18th, when a next ticket was created, that they even acknowledge the request. I would like this time cut down.

• Initial Complaint

  Date:10/20/2023

  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.

  The emails speak for themselves. It took me over a month to get an issue with my calendar fixed. Then it started to double book again. No response for 2 months. I was also having the same issue with the quality of the Telehealth provided. I lost clients over both the quality and the double booking. I then had to pay for ANOTHER provider to do what they promised in their contract. They told me I was breaking the contract so I would be billed for one additional month (this was on the phone in June). They continued to bill me...won't refund any of the money. And now, have 'finally let me out of the contract' for the last 3 months of it. I do not believe I should have to pay Tebra for Aug, Sept and Oct for telehealth. The amount entered below is what i m disputing, as I paid them more than for tele ****** I not only want people to understand that when they sign up with this company - their quality is below sub par AND their ability to respond is terrible. ***** on the Patient Pop side (they merged with Tebra) was amazing. But this has taken so much of my time...it is worth it to write you. I have lost $1000's of dollars in clients and hours spent. I am a one person business - 65 years old. Please!!!

  

  Business Response

  Date: 11/03/2023

  Thank you for this information. We are sorry to hear of the troubles that this customer has had. We have been in contact with the customer directly and are researching their account to fully understand the situation and find a resolution that is acceptable to both parties. Actions have already been taken to improve customer service resolution times so this will not be an issue in the future. We will continue to work with this customer until this is resolved.

• Initial Complaint

  Date:10/16/2023

  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.

  My contract ended, they are still billing me for services that was already paid. I have asked several times with acknowledgment a couple of times that my account was going to be terminated. They still have my account going, racking up charges. The company has been automatically taking deductions out of my account since the beginning of the contract for approximately $1500 a month and told him I did not want to renew.

  

  Business Response

  Date: 10/23/2023

  Thank you for letting us know about this situation. We are sorry to hear about the issues this customer has been experiencing. In our research, we were able to find that their cancellation request was sent to an employee that had just left the company; therefore, this request was never processed. We have now been able to assist this customer with their cancellation and their billing questions. We are available to continue to assist with any further questions or concerns that the customer may have.

• Initial Complaint

  Date:10/03/2023

  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 physician in solo private practice. I have been a customer of **********************, an electronic medical record for nearly ten years. They merged with Patient Pop to form a new company called Tebra. I am now being charged for services that used to be free as well as services that I never used. They locked my account, preventing my access to vital patient records. This is immoral and dangerous. I got no satisfaction from multiple emails and phone calls.

  

  Business Response

  Date: 10/11/2023

  Thank you for bringing this matter to our attention. We have been able to contact this customer directly and work with them on correcting the services they are using and paying for on their account. This account was locked for nonpayment and this is why they were unable to access patient records. We were able to assist in getting their account unlocked so they have access to their records. We are going to continue to work with them until these issues are completely resolved. We appreciate the opportunity to assist this customer. 

• Initial Complaint

  Date:09/25/2023

  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.

  We entered into agreement with TEBRA an electronic health record in May of 2023. So many problems there, hours spent on the phone trying to get help. Wait times for technical support and customer service often over 2 hours!!!!! The final straw was that patients can create duplicate medical charts whenever they request an online appointment. There are no safeguards against this. ANYONE in fact can create a chart in our system even if they are not a patient of our clinic. When trying to get solutions for this and ultimately attempting to cancel the service we are being assessed charged for early cancellation. We attempted a solution with technical support and was told that the "work around" was to tell patients not to do that. So even if a patient puts a name in with a typo they will have a 2nd chart. In other systems patients can only use an online process to schedule appointments when they are logged into their patient chart using a single log in and password. You too can set up a chart in our system without being our patient by using the link: ************************************************************ This means you could also create a duplicate account of an existing patient and then message us requesting medical information and we wouldn't know you weren't actually the same person. We would then release medical info and that would be in breach of HIPPAA .

  

  Business Response

  Date: 10/09/2023

  Thank you for bringing this matter to our attention. We are sorry for the problems this customer has had in reaching our support teams. We are in the process of taking actions to improve both the hold times for support, and the support resolution quality.

  We are also investigating the ***** violation claims thoroughly. We take ***** very seriously here at Tebra, and are committed to the security of our patients information.

  We have been in contact with this customer and are currently working together on a resolution. We will continue working with them until this is complete.

• Initial Complaint

  Date:09/16/2023

  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 started a contract with Kareo/Tebra in April of 2023. This medical records company has failed to deliver on the promises and commitments made during our business engagement. I am extremely dissatisfied with their services and their unethical business practices. My practcie entered into a contract with Tebra/Kareo, based on their claims of having technology that would integrate with our workflow and offered billing services that would meet our needs as a healthcare company. However, it has become evident that none of these assurances were fulfilled. I have been unable to integrate their technology into our workflow as advertised and agreed upon in our contract. The lack of compatibility for billing and the lack of response from Tebra in regards to multiple customer service requests has proven to be useless for our organization. This has resulted in significant disruptions to our operations and financial losses. Furthermore, when we attempted to address these issues and seek a resolution, Kareo and Tebra gave us more costly solutions and ultimately failed to provide any meaningful support. The loyalty customer service employee I spoke with was very disrespectful and told me that this was my problem. I was told I have to continue to pay for a full year of service for a program that we have not even been able to use much at all. My electronic prescriptions are not going through and through they report this as resolved, it has not been. This situation is not only financially burdensome but also reflects poorly on the integrity and credibility of Kareo and Tebra. I feel deceived and taken advantage of as a customer who trusted their claims and invested in their services. They have yet to provide any resolution to my issues and this has been ongoing for 7 months. This company is not delivering what they agreed to in their contract.

  

  Business Response

  Date: 09/28/2023

  Thank you for making us aware of this customers situation. We are sorry to hear of the experience that they have had, and that they have not been able to get the support that they needed. We have now been in contact with this customer and are currently in the process of assisting with the issues on their account. We are also using their customer support experience to assist in forming training opportunities and procedures so this doesnt happen the future. We will continue to work with this customer until these issues are resolved. We are grateful for this opportunity to assist this customer further.

• Initial Complaint

  Date:09/13/2023

  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.

  This business scammed me out of $384. They "sold' me healthcare software that would include escribe services. They promised me a success coach and never provided one until I launched a complaint. When they provided one she couldn't get my prescription services working. When we filed an IT ticket to fix it, no one contacted me. I requested to cancel services d/t breach of contract. They did not provide the services I was promised. I requested to cancel on 6/11/2023 they contacted me on 9/12/2023 saying that my account was going to collections. Within that three month of no contact from the company, I received automated messages about fees they wanted paid. I called the company numerous times and no one would assist me. They would always say someone would call me back because that wasn't their job. When they called me on 9/12/2023 I said 'finally someone is calling me to address this. He said yes your account is almost in collections. I said why has no one called me; I have emailed and called begging someone to contact me and you never did. He said ma'am I am just here to collect the money not argue. They did not withhold their end of the contract so I told him I didn't want to pay for services I didn't receive.

  

  Business Response

  Date: 09/28/2023

  Thank you for making us aware of this customers situation. We have been attempting to schedule a call to discuss the issue, and have been unable to schedule a time as of yet. We have sent emails on 9/19, 9/21, 9/22, and 9/27, and left a voicemail on 9/22. The customer has been intermittently responsive, and we will continue to attempt to schedule a call with this customer and resolve their situation.

• Initial Complaint

  Date:09/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I run a small speech therapy clinic in ***********, **. Last year Nov, I signed the contract with Tebra(PatientPop at that time) to build website with $500/**. Website was supposed to launch in Nov but got delayed. And in Jan, they told me to launch first even though it wasn't complete and they promised to make it complete within 2-3weeks after launch. After that, no one in the company helped so website was up as incomplete status and I complained many times but they were not able to help. So fast forward to July, I told them to terminate the contract and refund what I paid which is $2,016.30(attached) and they finally agreed in email(attached) but refund never been made with excuse of internal system issue. Since Aug, I've been sending emails but they are not responding anymore. Please help.

  

  Business Response

  Date: 09/20/2023

  We are sorry to hear of the issues that this customer has had with their website. We have been in contact with them and are currently in the process of issuing their promised refund as quickly as possible. We are also taking actions to ensure that customer service response times are improved for the future. We are grateful for this opportunity to assist this customer and provide an improved experience for them. 

  Customer Answer

  Date: 09/28/2023

  I was waiting for TEBRA to come with resolution so I couldn't respond to your email.
  
  Current status is they didn't provide refund with excuse of they have internal system issue.
  
  They were supposed to give me 2 refunds but they only gave me one.  Coincidentally,  when BBB closed the issue as resolved, they are telling me there is an issue to refund another one.  Their excuse is they can't communicate to my bank to provide a refund even though they did it for first refund.
  
  I think when BBB closed the case, they are no longer willing to provide me the refund...
  
  Would you be able to open the case until I get the full refund please?
  

  
  

  

  Business Response

  Date: 10/04/2023

  We are sorry for the amount of time it has taken for the customer to receive their promised refund. We have assured the customer that our internal case for them has and will remain open, and we have been working diligently with our payer to get this refund issued, even as the payer has had internal communication issues. We have also explored other alternative options that could possibly help the customer receive their money back more quickly, but the customer preferred not to pursue those options.

  We are happy to report that our payer has been able to resolve their communication issues, and this refund has been issued today. The customer will see this in their bank in the next few business days. The customer has our direct contact information, and we will be available at any time for further assistance as necessary.

  Customer Answer

  Date: 10/12/2023

  
  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:08/31/2023

  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.

  We contracted with Tebra over a year ago to utilize their Electronic Health Record system. We suffered a setback when our current system messed up the initial data exchange. Tebra suggested we start over on a new build which we did. Now we are attempting to have our current data from the old system imported into their system for a second time. We have had no success. There are no phone numbers listed on their website for administration. Conversations have been through email or Zoom calls with project managers only. When we email them, it sometimes takes days before we receive a response. They have continued to charge us monthly even though we cannot use the system. They have been in no hurry to ensure we have a system in place to use their product. **************** is lacking, support staff do not seem supportive!

  

  Business Response

  Date: 09/13/2023

  Thank you for making us aware of this customers situation. We are sorry to hear of the problems they have had getting assistance with these issues. This customers old system has consistently sent over bad data; however, we are working to see if there is a way to still use this data. We have been able to contact the customer to discuss in detail, and we are currently working directly with them toward a solution. We will continue to be assist until this is resolved. 

• Initial Complaint

  Date:08/09/2023

  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.

  I currently not known, nor had an account with Kareo.com. Which is now Tebra.I currently and prior have no transactions with Kareo.com or Tebra.The nature of this dispute is to remove ********************************************************* from the all search engines on the web. For instance, Google.com, or Bing.com.My personal and prior information that has caused identity theft, as well as theft that I had while living at ****************************************************************. I have contacted Tebra by support. I don't take we can not remove the information we ourselves which this information is being displayed can not be found. It being that it is on a website like ****** IF it was opt-in to be displayed in results. The only outcome is for it to be found by it's engineers to be deleted as requested. The email at the time of what I have proof of a trial with Kareo.com is ******************* Therefore not wanting my information nor did I ever have an NPI which can be looked up in NPI system is null. I ********************* am not a doctor or did ever portray to be one! At this point, after so much time and loss to me am seeking damages with a lawsuit that will follow this dispute. However, as of today 8/9/2023 my information incorrectly displays as being requested to be deleted with Kareo, ************** and Bing have been denied or not handled. I did not place it there so the responsibility like information being displayed from like ******** or Linkedin about me can be turned off by an option which it should be the opposite with most companies to actually have to opt-in rather opt-out from account origination.

  

  Business Response

  Date: 08/17/2023

  Thank you for making us aware of this situation. This link has been disabled, and we have contacted the different search engines to ask them to remove it from their search results. This can take different amounts of time depending on the search engine. This customer requested no contact from **********************/**********************, so we have not reached out to them; however, they are encouraged to contact us if there is anything further that is needed.