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: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,
  
  *********************
  
   
  

• Initial Complaint

  Date:06/17/2023

  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.

  Kareo is an internet company storing private patient information for providers carrying for sick and afflicted. They have fraudulent and misleading promises in their contract which are far from the truth. This company is very unethical and dishonest. They do not meet their end of contract at the same time as they are locking providers in it and demanding a full payment. What is described in the contract is not what is provided by this company. This company should be dismantled and forbidden to exist. This kind of business should be fined and prosecuted for extortion, threats and demand of payments when the services stated in their contract is complete and blunt lie. I am shocked this is even legal and allowed in America. I am seeking a class action lawsuit against this company. This is unfathomable to me to demand a full payment for such a horrible dishonest service which should be punishable by law.

  

  Business Response

  Date: 06/30/2023

  Thank you for bringing this to our attention. We are very sorry to hear that this customer has not had a positive experience.

  At Kareo, our teams are dedicated to providing excellent service to our customers and strive for transparency in all of our transactions. We regret and are very sorry to hear that this customer did not experience our best care. We are reviewing the situation internally and will be following up with the customer to address their concerns and work towards a resolution. 

  Customer Answer

  Date: 06/30/2023

  Dear BBB,

  I do not owe Kareo any payments. I do not pay companies who extort money without providing promised services. Kareo did not meet their end of the contract. They do not provide the services they proclaim to render. They are a fraudulent company who lock customers ** in their misleading and fraudulent contract. I do not owe them any payments. They need to refund me what they have collected from me and apologize for wasting my time. 

  Warmly *************************** APRN

  

  Business Response

  Date: 07/21/2023

  Thank you for the further information from this customer. Upon speaking with this customer, they found the online training to be confusing, and wanted more direct contact with their Implementation Manager. This is where they feel that we did not keep up our end of the contract. We are sorry that they misunderstood the training process here at Kareo, and that they found it unsatisfactory. We are currently working directly with the customer to help them get access to their patient information, and to come to a resolution that is acceptable to both parties. We will continue to assist in any way that we can. As always, we encourage all of our customers to read and understand all contracts/agreements prior to signing. 

• Initial Complaint

  Date:06/15/2023

  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.

  KAREO/TEBRA IS NOT a BBB corporation and will never be. The company is poorly managed, disrespectful to physicians customers and has a pattern of unacceptable and unscrupulous business practices as evidenced by the numerous complaints here. They do not even address physicians as Dr.I invested in Kareo after learning the product at another office from the offices own employees as the coach was never involved. I purchased my own Kareo in October of 2022. The transition was poor, I have never gotten my prior clinic templates. I am now locked out of the account for no reason and unable to access for months and no emails answered. I have been paying the entire time. I have spoken to ************** and ******************** There has been no resolution to this day and they are still taking money. They need to refund my money and terminate the agreement for breach of contract and cancel any renewal. Nothing else will be acceptable.There are pages of dissatisfied customers. Kareo has failed the medical providers and thus the medical community and that is clear. We will be contacting the various medical academies to review EMR and EHR software companies like Kareo. This company Kareo along with all others will be reviewed along with input from all of the physicians with regard to their performance. We will look at them objectively and in my view, based on my experience and those written here this company will not survive scrutiny. There are simply too many similar complaints of a lack of service, a lack of responsive communication and improper billing and rebilling despite attempts to cancel and request refunds. We will produce the BBB review of each company including KAREO so that any predatory conduct can be resolved and every member/specialty warned. The leadership of the academies have a duty to protect its members and will do so. This company should be reviewed along with all others and will be reviewed to determine if it is a nuisance to the medical community and its members.

  

  Business Response

  Date: 06/28/2023

  Hello, and thank you for bringing this matter to our attention.

  We are working extensively with this customer to help him, We already gave him access to the program and our loyalty team is working with the customer to address their concerns regarding the termination fee.

  The loyalty team is waiting for an answer from the customer our representative sent him multiple emails looking for a responce.

  We will keep working with the customer to assit him as much as possible.

  Thank you.

  Customer Answer

  Date: 06/28/2023

  I have emailed ***** on several occasions . I made it clear that because they unilaterally disconnected service without cause that they had a duty to reinstate it. They did that after 3 emails. Further I requested confirmation that Tebra/Kareo would discontinue service and discontinue charging me immediately without a termination fee and cancel any automatic renewal and refund the money that they took while blocking my access to the software and my patients information. Tebra/Kareo is the moving party in this scenario. They breached our agreement. Absent their behavior this would not have happened. This a pattern of behavior for them. I am awaiting confirmation and refund.

  

  Business Response

  Date: 07/05/2023

  Thank you for the reply. This customers service was not disconnected by Kareo, but by an administrator at one of the customers own practices. This is a problem that could have been quickly resolved with our Customer Support Team; however, the customer refused contact with Support.

  When it became apparent that he would not contact Support himself, we reached out on his behalf and were able to restore the account access that he needed.

  Our Loyalty Team reached out on June 28 to complete his account cancellation; however, the customer was not available to speak at that time. He was given the direct phone number that he can call whenever he is available to complete the cancellation process. As he has not called in to complete that process, he was sent the phone number again today, July 5. Our team is ready to finish the cancellation process, we simply need communication from the customer in order to do so.

  Customer Answer

  Date: 07/14/2023

  This is another false statement. The service was cut off by Kareo/Tebra and they have not taken responsibility for their actions and I reject this answer.
  The service was cut off unilaterally and without cause. I had to search the internet to find out the basic email pattern for Kareo and then email random people who work there. I expressly explained to Kareo/Tebra that because they cut off the service without cause that they should cut it back on. I simply wanted to retrieve my patient care information. I no longer want to do business with Kareo/Tebra. No one apologized and no one contacted me until I contacted them.This is precisely why we cannot partner anymore.I have spoken to Jubilio about cancellation. I sent them a cease and desist letter and copied counsel. Kareo/Tebra wants to continue collecting money after breaching the agreement. The reason for cancellation is failure of performance. This is substantial and material breach in our agreement and I have expressed that numerous times through email. I will not waiver on this point. They have several emails that I sent to them.  A phone conversation is useless. I need everything in writing.

  1)Kareo/Tebra please cancel the account 2)Do not assess the early termination fee -YOU BREACHED THE AGREEMENT   3)Return my money from May June and July 4)Do not renew my agreement                                                                                                                                                                                                                                      

• Initial Complaint

  Date:06/07/2023

  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 signed a contract with Kareo Health for a monthly fee of $174.00 on Nov 10, 2023. I trusted this company to abide by their contract and they let me down. So, I recently received an alert from my credit card company saying that my funds were depleted. Kareo was overcharging me $349/month!! I didn't notice because automatic payments were taken from my credit card. I never used the *** because I was still building my brand and clientele. I called and the representative told me "It is my fault because I didn't look at my statements and they cannot refund or credit my account." There was no new contract signed nor did I verbally agree to this upcharge. Plus, my acct is closed. Avoid this company at all costs due to shady dealings. FYI- They are merging with Tebra.

  

  Business Response

  Date: 06/26/2023

  Thank you for passing along this customers information. We have been able to reach out to the customer and are currently researching their account. Though we dont yet have a full resolution for this customer, we will continue to work with them until we can resolve all their issues. 

• Initial Complaint

  Date:06/02/2023

  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 enrolled with the services on April 26, was told it was a month-to-month agreement. On May 5th, I requested to have my services cancelled. Under these terms I was under the impression I had to pay the month I used. I called accounting was told it would take 3 WEEKS to process my request. I called today asking for an update where I am told early cancellation fee applies and I will have to pay close to $3K to cancel. I wish I had came in to BBB before even considering this account. The answers they give to the complaints are extremely unhelpful and pathetic. I would not recommend the service at all.

  

  Business Response

  Date: 06/16/2023

  Thank you for passing along this customers information. We are sorry to hear of the confusion on their account. They were able to speak with a member of our Loyalty Team on 6/6/2023 and come to an agreement. We also reached out to the customer on 6/7/2023 and again on 6/13/2023 to see if any further assistance is needed and have received no response from the customer. We always encourage our customers to fully read and understand their contract prior to signing. We are available to assist this customer with any further needs.