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:08/08/2023

  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.

  Kareo and its parent company, Tebra, failed to deliver on the promises and commitments made during our business engagement. I am deeply dissatisfied with their services and their unethical business practices.Our organization entered into a contract with Kareo, based on their claims of having technology that would integrate with our workflow and offered specific features that would meet our needs. However, it has become evident that none of these assurances were fulfilled.Despite their promises, we have been unable to integrate their technology into our workflow as advertised. The lack of compatibility and missing features have rendered the program 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. Instead, they are pressuring us to pay for a full year of service for a program that we have not even been able to use once.This situation is not only financially burdensome but also reflects poorly on the integrity and credibility of Kareo and Tebra. We feel deceived and taken advantage of as customers who trusted their claims and invested in their services.

  

  Business Response

  Date: 08/21/2023

  Thank you for contacting us regarding this customers situation. We were able to reach out to them directly, and are currently researching their claims. We will continue to work with them to find a resolution that is acceptable for both parties.

• Initial Complaint

  Date:08/08/2023

  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 owner of our practice requested a call back a couple of days ago from Kareo because when I called and attempted to cancel their service in May 2023, I was told I wasn't authorized to make the request. Why were we canceling our service you ask? Because they have a, extremely flawed software that never works right, software engineers who can rarely fix the problem, and even worse customer service. 6 months to a year can passs before their engineers are able to figure out how to fix a problem, if at all. Anyhow, by the time our practice owner had a chance to request the cancel of the account himself, a couple more months went by. So when he spoke with a person at Kareo, he asked for a refund for the few months that went by that we paid for service without using it. They called us back about the refund request today and I (business manager) took the call since the owner was out of the office. At approximatly 730 this morning we received a call back from a boy ( I say boy because he acted like a child) at Kareo from ************. The hispanic sounding person didn't give his name. After I explained our side of the story he became offended and immediately raised his voice to talk over me saying that "the charges are valid, you will be charged for those months and if you don't pay you will go to collections". I immediatly said "excuse me, we never said anything about not paying for the bill and your threatening us with collections?" I proceeded to ask for his manager and he said "no, your not going to talk to my manager", and so of course I started to get upset and asked again for a manager and he started to raise his voice again and said he wasn;'t going to put up with my "yelling", and he kept shouting so I ended the call. We expect Kareo to resolve the complaint by reprimanding the employee and giving us some kind of guarantee they learned from this or I will spend the rest of my life encourging every single health professional I come accross from using Kareo. I will also post the audio of that rude employee phone call on the internet and on every single practice management review site I can think of.

  

  Business Response

  Date: 08/17/2023

  Thank you for making us aware of this situation. We are sorry to hear of this customers experience, as this is not what we expect our customers to experience here at Kareo/Tebra. We reached out to the customer directly and they informed us that they are on vacation until September 4, and will be in contact at that time. We will continue to work with them at that point. In the meantime, we will be investigating the phone call in question and taking appropriate action. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:07/30/2023

  Type:Billing 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.

  Tebra fraudulantly charged my card $2000 on 7/18/23. I have not done business with Tebra ever in the past, but they had my card on file apparently from when I previously had an account with **********************. Tebra apparently acquired Kareo recently.

  

  Business Response

  Date: 08/08/2023

  Thank you for making us aware of this situation. We sincerely apologize to this customer for this error. We have been in contact with them directly to ensure this was rectified as quickly as possible and have also been able to locate the cause of this error and correct it so this doesnt happen again in the future. Thank you for the opportunity to make this situation right for this customer. 

  Customer Answer

  Date: 08/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution satisfactory to me.  This complaint has been resolved.
  
  Regards,
  
  *************************************
  
   
  

• Initial Complaint

  Date:07/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed on to a contract with Kareo for an electronic medical record system. We were given a price based on 30 practitioners being able to use it. We were told we had a 90 day transition period and at the end of the 90 days, our practice would be set up and ready to use. We were not provided adequate guidance despite the sales team saying they had transitioned many people from our current *** to Kareo. At the end of ********************************************************************************************* despite promises that it would. We have attempted to reach them multiple times through email and phone calls and have received no response. Finally today, we were sent a bill for "$53,000 for the remainder of what we owe for the year." despite our termination of contract and them not supplying us with the *** that was promised. Their sales team promised a lot and they did not deliver on any of it.

  

  Business Response

  Date: 08/07/2023

  Thank you for making us aware if this situation. We are sorry to hear of the problems this customer has had with **********************/**********************. We have been in contact with this customer, and are using their feedback to improve experiences for our future customers. We also are working with this customer to find an acceptable resolution for both parties.

• Initial Complaint

  Date:07/20/2023

  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 took over Kareo. With Kareo I had a contract that expired in January 2023 but was also given the option to cancel the subscription with a 30 day notice. So it expired in January 2023. So therefore I dont have a contract with Kareo or Tebra. Spoke to customer care and accounting department letting them know approximately 30 days a notice was sent to cancel current subscription.One lady told me there was no notice but I had a copy of the actual receipt from them. Then I was transferred to another person in accounting l (two different calls) to the most unprofessional woman I have ever spoken to in my life. In trying to discuss the situation, she was loud, unprofessional and kept saying Im not going to argue with you. I said maam we are not arguing we are just discussing the situation. Now she said there was a notice that if someone has a contract they have to give us a 60 day notice. I said maam I dont have a contract with you so I dont owe you anything. She said you owe us. I said to her I dont have a contract with you. Then she wanted to argue again. Maam I dont have a contract with you that doesnt apply to me and of course she wanted to argue again. I get emails from them everyday for ***** that I dont owe them. I am a minority owned Mental Health Business and will never refer or use this business at all.

  

  Business Response

  Date: 08/03/2023

  Thank you for making us aware of this situation. We appreciate the feedback from this customer and we are sorry to hear of the experience that this customer had. This is not the experience that we expect for our customers here at Tebra, and we are taking action to improve this for the future.

  We have been able to work directly with this customer and have come to a resolution that is acceptable for both parties.

  All accounts were notified of our updated Terms of Service at the end of April. These took effect on June 1st, 2023. The Terms of Service are our current and legal binding terms that supersedes prior Terms of Services. There has also been communication that PatientPop and Kareo have joined forces as Tebra that was sent to all customers. We encourage all customers to read and understand the Terms of Service, along with any updates that *** come in the future.

• Initial Complaint

  Date:07/20/2023

  Type:Sales and Advertising 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.

  Our new business decided to sign up for Kareo in February 1 2023. The sales agent (***************************) stated we were required to sign a year contract but if services were not adequate we could cancel early. Monthly fee was $573 per month. I discovered on May 22 Kareo had still not notified us the migration from our previous EMR was complete but had been charging us since Feb 1st. I reached out to ****** who said our account manager would be in touch. The account manager reached out the next day giving generic emails to follow up with at which time I replied Requesting a call and stating I am very dissatisfied with the level of service in the onboarding process. It does not match what we were promised. We have now paid Kareo over $2,000 for an EMR service we have not used and to my knowledge the migration is incomplete and no notification has been received to update on this process. We had a call in which he said he would follow up.He did not respond for 10 days in which I followed back up with an email with the issues Migration has not been completed.Templates have not been uploaded.ERX is not complete.I also reminded him the steps Kareo promised to take in order to get us set up and would need reassurance they could deliver. He then notified the migration was completed on April *************************** with any live person to ensure our account was set up which led to us needing to cancel. I asked to cancel which took them ********************** I asked to speak to a supervisor 4 times though email to multiple kareo staff and was denied every time. This is obviously a recurring issue with Kareo in which they do not provide any level of services once you sign the contract and their cancellation fee is the full term of the contract. What is the point of the cancellation fee. We would like a full refund for the service we were never provided.

  

  Business Response

  Date: 08/03/2023

  Thank you for making us aware of this customers situation. We are sorry to hear of the experience that they have had. We have been able to speak with the customer directly. We are currently researching their account and working toward a resolution for them. We will continue to communicate with them until this is completely resolved. 

• Initial Complaint

  Date:07/20/2023

  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 Company provides *** with telehealth platform. The *** has repeatedly been inaccessible during normal business hours over the past 45 days due to technical difficulties. This prevents me from seeing patients and some visits are critical for patient safety. I have lost revenue due to missed patient visits. They have reported the issue is fixed again and again only to have the same or new technical issues arise. They issue no refunds or rebates. The account manager has not responded to multiple attempts to contact her by phone and email. **************** reports "there is nothing we can do". This is unacceptable for safety reasons they are offering a service they can not provide reliably or safely.

  

  Business Response

  Date: 08/01/2023

  Thank you for the opportunity to address this issue. The technical issues Kareo/Tebra has experienced recently have affected business for our customers, as well as for us here at Tebra. We now have a team that is dedicated to increasing stability of the product and eliminating these technical difficulties going forward. The stability of the product is incredibly important to us, and we will continue working to improve this.

  We have been able to communicate this directly to the customer. At the time of our conversation, the customer also brought up some other concerns she has , so we are working with them at this time to ensure everything is working as they need. We are excited for this opportunity to improve this customers experience with us. 

• Initial Complaint

  Date:07/03/2023

  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.

  We initially reached out to Kareo/Tebra at the beginning of Feb 2023. To start, this medical software doesn't have the capability to modify the OBJECTIVE portion of the chart. On 2/15/23 I received an email from ***********************. During this, prior to signing up, I specifically asked two questions. 1-Can you customize the chart with macros. 2-Can you transfer from my current charting software with the specific name of our current software. I was told YES to both of these. Please see attached.On 6/27 after multiple times asking, I was emailed the attached file that clearly says that it isn't an option to modify the objective portion of the examination. Their "Big Offer" was to give me $2,000 towards data transfer. After spending thousands of dollars with my I.T. guys working with them, the only way to transfer data is to go into each individual patient file and save each date/treatment as a new file and then upload it. So they gave me $2,000 credit that essentially the only thing that it covered was clicking an upload button that you have access to in the main file. So the $2,000 was useless. They also kept telling me that I had to wait until the info was all transferred or it would delete files I put in, so by the time they finally told me that we couldn't transfer the data, the TRAINING that we were supposed to have was over the timeframe. They can look back and see we had to cancel them with our account rep because the transfer was a mess.After all that, and HOURS spent on macros, we find out that you can't even customize. I had asked for weeks for live training but kept getting sent the exact same link that was general, non helpful info. I've also asked multiple weeks to talk to someone who cancels but keep getting generic email replies with....the same exact link over and over.

  

  Business Response

  Date: 08/21/2023

  Hello, 
  
  We would like to post the following response to BBB Complaint ID ********:
  
  Thank you for making us aware of this situation. We are sorry for the experience that this customer has had in getting the support that they needed. This is not the experience that we expect for our customers here at Tebra, and we are using this feedback to make improvements for the future. We have reached out to this customer directly, and he let us know that he would like our respective legal teams to come to a resolution. We have let him know that we are available for any further assistance that is needed.
  

  
  

  Customer Answer

  Date: 08/23/2023

   They did not respond to the BBB complaint within the timeframe and the BBB closed the issue.  It was over a month after the complaint was closed before anyone even reached out which meant I had already spent more money on top of I.T. trying to get this resolved.  On top of what Tebra charged, I've spent over 3k on I.T./ Legal.  I also had to file with Amex to get the months they charged me after I sent written requests to remove the payments.  I still don't have a response from anyone telling me what the status is.  Are you guys still charging me?  The only communication that is prompt with Tebra is when they sell you the package. After you pay it's a nightmare.

  

  Business Response

  Date: 08/31/2023

  Thank you for the further information regarding this customers complaint. We are sorry for the experience this customer has had, as this is never what we expect for our customers here at Tebra. The amount of time it took for them to get assistance is unacceptable, and we are taking measures to correct this issue for the future. We have been able to contact this customer directly and work with them on a resolution for their account. Their account is now cancelled, as requested. They have our contact information if any further assistance is needed.

• Initial Complaint

  Date:06/30/2023

  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.

  Kareo/Tebra advertised one of the great features being able to create patient portal. It has been more than a month and our practice has been unable to successfully send patients the patient portal activation link. All contacts to tech support resulted in this: " we are fixing it, please wait". We have been waiting for more than 1 month, paying for service, yet not receiving the service as described. We have been having issues collecting patient payment because they cannot register for an account under the patient portal. Tebra rep, please contact us as soon as possible to have this issue resolved immediately. We also ask that you do a one month refund for the subscription we paid but have not received service described.

  

  Business Response

  Date: 08/09/2023

  Hello, 

  
  

  We'd like to post the following response for complaint ID #********:

  
  

  We are sorry to hear of the trouble this customer had with their Patient Portal. We have been able to contact this customer, and their portal is now working correctly. They reported a few other concerns, and we are working through each of these concerns with our Support Team to assist this customer. We appreciate the feedback of this customer, and look forward to assisting them further. 

  
  

• Initial Complaint

  Date:06/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted payment for an outstanding invoice via bill pay directly to Tebra at this location the beginning of June 2023. The payment has not posted. My PM account for processing patient claims is locked out. Locate my money and unlock my PM account TODAY!!!!FOR ANYONE CONSIDERING USING TEBRA-KAREO...AVOID THEM LIKE THE PLAGUE!!!!! THEY ARE CROOKS!

  

  Business Response

  Date: 07/26/2023

  
  Thank you for making us aware of this situation. We have been able to work with the customer to locate the checks that they sent in and get them applied to their account. They now have access to their account. We encourage online payments to avoid this situation in the future. They have our contact information, and we are happy to help with anything further. 

  Customer Answer

  Date: 07/26/2023

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