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:12/11/2023

  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. 

• 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.