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: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. 

• 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.