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:05/25/2023

  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 company has been a thorn in my side since day one. I have been trying to close charts for 3 months and still can not get this completed with this company- They are opening up identify theft and medical patient privacy issues and breaking HIPPA laws by not helping with this MAJOR issue. They lied about how great their program is, they told me information and showed me examples that all seemed great for my needs but then they have prevented me from having the security and customer service that was promised. When I contacted the help desk they never replied but send me a surveys the next day asking to identify the great service I had received five separate times, when completing it negatively I still did not get a call or email to assist me. i used their help page and it never answered the problem and i called to get this corrected and 3 days later got an email telling me sorry there was nothing that could done. DO not sign up with this company it has been a headache and continues to be i have contacted a lawyer to get assistance with this terrible company and program. Please don't use them go check out *********** they are a life saver.

  

  Business Response

  Date: 06/06/2023

  Thank you for letting us know about this customers complaint. On 5/25/23, we received a message from the customer stating that they were still having issues with closing their patient charts. We reached out by email on 5/26, 6/2, and 6/5 and by phone on 6/2 and 6/5, along with other emails and calls by other agents on other dates and times and are unable to get a response from the customer. We are happy to assist with closing charts whenever they are ready to communicate with us, but we are unable to help without contact with the customer.

• Initial Complaint

  Date:05/24/2023

  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.

  Similar to other reviewers,I own a mental health practice and Kareo reported functionalities of its site that are not true. Kareo refuses to fix the glaring issues with their system, nor will they issue a refund or work expeditiously to find a solution. Kareo consistently ignores calls and emails and had a system that is unsafe for client privacy and HIPAA regulations.

  

  Business Response

  Date: 10/12/2023

  Thank you for making us aware of this customer's complaints. We are sorry that they are not satisfied with the platform that we offer here at Tebra. We are constantly making improvements to our software, and appreciate the feedback that will continue to improve our platform for our mental health providers.
  
  We are also sorry to hear of the problems they had with communication with our support teams. We have initiatives in place currently to improve response times for our teams. This is something we will always continue to work on, with a focus on excellence in customer support.
  
  We here at ********************** take HIPAA very seriously. We investigate all claims of noncompliance and
  we have come to a resolution that is acceptable for both parties, the billing issues and the account for the customer's inconvenience.
  
  Thank you. 

  Customer Answer

  Date: 10/12/2023

  Tebra has delayed resolution to an extent that caused a barely-mitigated financial crisis for my business. Communication from the organization continues to be scattered and confusing, and the organization has not provided a refund as requested. Our organization is working on solutions through a place of fear for our clients and longevity, not through a sense of trust and collaboration with Tebra.Intentional/unintentional coercion and abuses are exhibited by the company locking our staff out of client records and billing while we were awaiting a promised resolution for exiting the system in an appropriate system. At the time of our having to exit the system Tebra had still not fixed issues with HIPAA and protecting the confidentiality of patients from unintended disclosure.

• Initial Complaint

  Date:05/23/2023

  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 started my own LLC back in Nov 2022. I am an RN with a BSN and knew I would need a good EMR. I contacted Kareo and initially spoke with *******************. Please note-I NEVER signed anything. He set me up with an Onboarding specialist named *******************. We had a few Zoom call meetings and then my business plans changed. I took on a partner and formed a new LLC. We asked for extra days of onboarding so my partner could get up to speed. They refused. After careful consideration, my partner and I decided Kareo was not a good fit and we told them in NUMEROUS emails and phone calls we were canceling, not moving forward with their company. ***** kept putting ** off saying the Loyalty team is working hard to get back to you. What? I never got ANY responses to my emails or calls. This went on for months. Then Kareo charged my credit card despite the fact I had cancelled well in advance. I disputed the charge and it was decided in my favor. I had to cancel that credit card and get a new one. Then, Kareo started emailing and calling DAILY wanting their money. I submitted pages and pages of documents, emails showing that I had indeed canceled months before. Then today I received a letter from Discover Card that the $326 charge was being reinstated because I didnt have a confirmation of cancellation. How am I supposed to get this when Kareo doesnt respond to emails or calls?? The original person I spoke with, *******************, did not respond either and I was then told he was no longer with the company. Convenient. Kareo is a fraudulent company, has zero customer service. Simply read all these complaints.

  

  Business Response

  Date: 06/06/2023

  Thank you for making us aware of this customers situation. We take pride in our **************** here at **********************, and we are sorry that this customer did not experience the best we have to offer. We are making improvements to our processes with our Loyalty Team to improve response times. We have been able to contact this customer and are working together with them toward a resolution. We will continue to work with them until this is completely resolved.

  Customer Answer

  Date: 06/30/2023

  I filed a previous complaint with Kareo/Tebra and someone from the company reached out. We sent several back and forth emails and they FINALLY agreed to a refund. However, the email I received was inadequate to process the refund through my Discover card according to Discover. There is no direct phone number to reach *********************. So I sent another email to her. According to Discover, since Kareo was PAID and the charge was definitely on my statement for $326.83, Kareo/Tebra SHOULD be able to send me the credit. Since the email agreeing to the refund did not specifically say the credit should be to my Discover card ending in ****, Discover will not issue it. This has been an absolute NIGHTMARE. The charge NEVER should have gone through to begin with, this is a fraudulent company that did not respond to my several emails and calls trying to cancel and then decided to charge me anyway! It has been 6 months and Im STILL dealing with this. BEWARE.

• Initial Complaint

  Date:05/18/2023

  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, an Electronic Health Record (EHR) company, had made an agreement with ** on August 2022 to charge $****** a month for two providers in our business. (attached is the copy of that agreement) In March 2023, Kareo had charged my bank $2063.97 claiming that I had added another provider in February. without providing any evidence. Upon further investigation of my bank account I realized they have charged my bank in June and July 2022. (approx. $1400 and $1300.00 for no apparent reason, instead of $ ******. ) I sent Kareo several emails to clarify the issue, with no response from accounting, customers service or the representative that I was in touch with at the time. I advised the bank to stop paying Kareo unless they resolve the issue and adjust the excess money for the future payments, they have charged. Today Kareo has blocked access to the patients record and not allowing my staff to do their job, keeping our patients records as hostage unless they get this month fee. i) I need explanation of excess charges which amount up to approximately $4000.00. ii) Blocking us access to patients records is unethical, it cannot be blocked as some of the patients can go into withdrawal symptoms if not receive their medications in a timely manner.iii) They never responded to my emails, neither gave any warning of blocking access to records. iv) My staff and I need to access my records.v) Excess money to be applied towards my account.

  

  Business Response

  Date: 05/31/2023

  Thank you for letting us know about this customers concerns. We reached out to the customer on 5/26/2023 and then again today, 5/31/2023 requesting further information and are awaiting their response. We will continue to work with them toward a full resolution.

• Initial Complaint

  Date:05/17/2023

  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.

  We are a small business and feel like Kareo and its representatives did a classic "bait and switch" as we were promised by sales rep that the product could deliver what is needed (we are a small with interns that ** telehealth). The rep said there was "workarounds" that would not add undue burden on the business or cost extra. This was far from the truth as fate would have it as the changes we will have to make with this product would amount to thousands of dollars in added employee time, loss of productivity due to EMR limitations. While this EMR may work great for a larger business who see many patients, with the volume of patients we see, this EMR is grossly limited. After conversation with all members of their team, to include implementation specialist who sat in and viewed our current EMR and needs, they concluded Kareo additional charges would be needed. Long story short, we signed the contract under a false premise that Kareo works with similar organizations who had multiple workarounds to satisfy our needs. Presently, we have been told that a contract was signed so nothing they could do. Apparently lemon laws do not apply beyond vehicles. With this product, I feel as though I purchased a Corvette but received a scooter. Very disappointed and buyer beware.

  

  Business Response

  Date: 05/31/2023

  Thank you for bringing this matter to our attention.

  We have been able to contact the customer and we have listened to his concerns and displeasement, We are going to be working with this customer to get them the best resolution we can possibly give them. 
  
  Thank you. 

  Customer Answer

  Date: 05/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that we are working towards a resolution would be satisfactory to both of us.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:05/16/2023

  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 purchased the Kareo software under the premise that it had integrated scheduling for my patients. After signing the contract, I found out that this feature was not integrated and not customizable to what my company need are. As a result, I have lost appointments and income and have tried for the past two months to find a resolution with Kareo, filing service requests and talking with their customer support with no answer. I have since had to switch to a new EHR and requested to have my account switched to the lowest subscription, which I was told I could do when I signed the contract. After a month of emails, I am now being charged more than the contract I signed and the sales representative has refused to give me any alternative options to lower the cost, only sending me new contracts to sign with higher fees even though their website advertises lower cost options. After weeks of trying to change the subscription, I asked to cancel my subscription as we could not seem to get to a resolution. Kareo has ignored any of my requests other than to say they would charge me for the full year if I cancel and sending me new contracts. They have since charged me for higher fees than my current contract.

  

  Business Response

  Date: 06/01/2023

  Thank you for contacting us regarding this customers concerns. We are sorry for the confusion that this customer experienced. The software is actually able to integrate as they requested with changes to their settings, and the customer was informed of this when they called in to customer support on 3/6/2023. Unfortunately, the customer decided that they would rather not use Kareo than update the settings. We did offer to move them to the lowest available monthly price. The customer had been on a promotion for the first ************************************************************************* their complaint, and which had expired. We have reached out to the customer to offer cancelation with the early termination fee as per their contract, or the option to move forward with the lowest available rate. We are awaiting their response.
  
    
  
  Thank you. 
  

  
  

• Initial Complaint

  Date:05/12/2023

  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.

  Written price agreed: $174. Price billed as per "agreement" $349. Terms also changed from 1 year to 14 months. Kareo Rep in writing apologized for error in agreement and offered to fix. He did this repeatedly and promised no charges and credits for charges made. Accounting refused to recognize error in agreement and stopped all communications. This company, entrusted to protect medical practice records, financial, professional and protected patient health information, is not trustworthy in its biz practices by engaging in a modern bait and switch sales technique. The lack of responsiveness in fixing a pricing error, and creating a sales scenario that misleads (at best) small businesses, is not befitting a company entrusted to the most sensitive information. I just got off of phone with our small biz banker and she suggested I contact BBB about this matter. Shameful for Kareo to conduct itself in such a predatory manner.

• Initial Complaint

  Date:05/08/2023

  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.

  I own a small mental health practice. We are planning to expand our services and upgrade our EHR to an EMR. We were told by the Kareo's salesperson about so many features of the product that were untrue--including how easily we could transfer our data to their system. We signed the contract in Dec. 2022 and it is now May 2023 and it hasn't worked for ** yet. No data has been transferred and we have not been able to use their system yet. We have been paying more than $1,200 each month for absolutely nothing. We have tried contacting customer service and accounting but their responses have been empty promises. I wish their product had worked for **. We have invested heavily in Kareo-time and money and we have absolutely nothing to show for it. I have put a stop payment on their recurring payments and I've contacted my bank to file a dispute. I do not recommend their services and I am concern they are either grossly mismanaged, under staffed, or they are running bad actors--and none of those actions are good.

  

  Business Response

  Date: 05/15/2023

  Thank you for bringing this matter to our attention.

  We have been able to contact the customer and discuss the issues they have been having, and we are working together toward solutions. We will continue to work with this customer until we are able to help as much as possible. We appreciate this opportunity to help this customer.

  Thank you.

• Initial Complaint

  Date:05/03/2023

  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 have electronic medical record system through **********************. We have been using this system for last 3 yrs. We had signed a contract with Kareo last year which has terminated. We are trying to contact Kareo for > 1 month to talk and the account manager contacted ** (***************************). We have never worked with this person and we requested to talk to her manager and she sends ** the email address of her manager but no one is talking to ** in spite of recurrent request. *************************** keeps saying that her manager is on vacation and gives another person's contact (*****) but he is not communicating with **.

  

  Business Response

  Date: 05/17/2023

  We are sorry to hear of the problems this customer has had in receiving the contact they requested. We have been able to get in contact with the customer and are working with them directly. We are also working to resolve this problem so that it does not happen in the future. We are grateful for the feedback from this customer and the opportunity to provide better service for them. We will continue to work with them privately until their issues are resolved. 

• Initial Complaint

  Date:05/01/2023

  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 am writing to file a complaint against Kareo for their inadequate software and unprofessional conduct. Our group practice signed up with Kareo for their software and services, but unfortunately, the software was not compatible with our needs. The sales agent failed to notify ** of month-to-month options and made ** sign a 12-month contract, which we regret.We utilized the Kareo software once, and over 150 claims were considered "lost". Kareo or the third party clearinghouse, TriZetto, were unable to track our claims, and our insurance payer never received those 150 claims. Due to the software's malfunction, we were forced to utilize a different software.We requested Kareo to terminate our contract, but they refused to do so and demanded that we pay an "early contract termination fee" of over $5000. This fee is unreasonable as we only used the software once and it did not work properly. We also had unfavorable interactions with the customer service team, who were unprofessional and rude. ************************* and ******** (unknown last name), who claimed to be "supervisors," did not conduct themselves as such.The Kareo software is outdated and has many malfunctions. Kareo will trick you into 12-month contracts without disclosing month-to-month options, which I find unethical. The sales agent should have notified ** about the month-to-month option, especially when they knew the system had many malfunctions.I would appreciate it if Kareo could terminate the contract and waive the "early contract termination fee." I am frustrated with the software's malfunction and the unprofessionalism of the customer service team. I hope this issue can be resolved soon.Thank you for your time and attention to this matter.*********,*******************************

  

  Business Response

  Date: 05/16/2023

  Thank you for making us aware of this issue. We strive for the highest level of customer service here at **********************, and are sorry for the problems this customer experienced. We have been able to make contact with this customer and are working toward an acceptable resolution for both parties. We will continue to work with them directly until the matter is resolved.