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:05/01/2023

  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.

  I switched to another EMR and Kareo closed off the access to the charts I had created in Kareo without any warning. They have offered to give me 2 days to move all my charts out but they have no method of accomplishing this.

  

  Business Response

  Date: 05/15/2023

  Thank you for bringing this matter to our attention. We are trying to contact the customer to discuss the issue they have.

  Thank you.

• Initial Complaint

  Date:03/30/2023

  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 practice based with multiple locations, etc). The rep said there was "workarounds" that would not add undue burden on the business or potentially compromise existing business. 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 semi-retired clinician who does not see many patients, with the volume of patients we see and the number of locations that rely on our services, 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, she concluded Kareo could not provide what we needed. Long story short, we signed the contract under a false premise that Kareo works with similar organizations who had multiple workarounds to satisfy out 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 **** ***************. Very disappointed and buyer beware.

  

  Business Response

  Date: 04/17/2023

  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 with all of the issues. We appreciate this opportunity to help this customer.
  
  Thank you BBB.
  

  Customer Answer

  Date: 04/18/2023

  
  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:03/08/2023

  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 have been using Kareo for many years for medical billing. A little over a year ago the ******** claims stopped being processed. This company is nearly impossible to find a knowledgeable person to deal with. We have called the helpline numerous times. They told us we had to reapply to ********. That took several months, but we were notified months ago by ******** that we have been approved. We kept checking with Kareo and it said all of our claims are processing.When we will call and tell them we have not been Paid they said that we have to refill out our electronic billing credentials with them. We have re-done this numerous times each time takes days to weeks until they approve it. They are all eventually approved . However, our ******** claims for the last 14 months have never been paid. The only people we were ever able to get at kareo to follow up were the account representatives/billing people. When we called to complain that they raised their monthly rate from $200 a month to 400+ dollars a month without ever processing a single claim in 14+ months they offered to lower the rate to $200 a month. They said I can cancel the service, but then they would not submit the 14 months of claims to ******** that I have paid approximately $3000 in billing charges. The billing person I worked with seemed knowledgeable and asked us to re-submit the same exact things weve done multiple times in the last 12 months. I asked if we can elevate this and actually find a person at ****** who can walk us through it and make sure its resolved and instead, she said email the screenshots of what youre doing, something that we have done multiple times over the past 14 months.The customer service here is horrible. The only thing they do well is charge us every month. I would suggest any other physicians or medical office look elsewhere for a medical clearinghouse.

  

  Business Response

  Date: 04/05/2023

  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 with all of the issues. We appreciate this opportunity to help this customer.
  
  Thank you ********************
  
  *************************

  Customer Answer

  Date: 04/09/2023

  We were contacted by the business but they had us redo the same application process we've been repeatedly doing for the last 15 months. I had my office manager spend hours reapplying to ******** (though ******** said the account was approved 6 months ago). We still have not gotten paid for medical care to ******** patients since the beginning of 2022. ******** only lets you bill for the proceeding 12 months so I believe there is little chance of getting paid for patient care for the first 4 months of 2022. Fortunately for Kareo I paid them monthly for their (non functioning) billing service, perhaps that is why this was never a priority for Kareo. I've repeatedly asked to elevate this to someone who can help, but instead I keep being told to refill out the same forms I've done previously (dozens of times). They do not seem to care. We have resubmitted again (each takes days to a week to respond) and still have not had anyone at Kareo investigate and find out what the problem is. Meanwhile they are still billing me monthly. I should just leave but do not wish to lose all of the work/payments from last year.

• Initial Complaint

  Date:03/04/2023

  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.

  As a mental health provider, I signed up for this EHR in November 3, 2022, based on the demo I was given. They require a year contract, charge a termination fee (remainder of contract term), and have not kept up their end of this contract.Customer service apparently keeps no notes on individual customer accounts as I have spent numerous hours on the phone and/or sending emails back/forth with Kareo and the insurance providers (I can send copies of all of this). Each time, I get different information with no continuity of care and awareness of any prior steps other support members have provided. Most concerning is that I cannot submit ******** and many other claims, despite sending Kareo what they request on multiple occasions and/or contacting the ********/insurance payors.

  

  Business Response

  Date: 04/05/2023

  Hello Better Business Bureau, 
  
  We want to send the following a a response for this complaint:
  
  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 with all of the issues. We appreciate this opportunity to help this customer.
  
  Thank you ********************.

  *************************

• Initial Complaint

  Date:03/01/2023

  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.

  Purchased product with misrepresented product, unable to do what was promised on websites and through their verbal sales pitch. Actual product was filled with problems, lack of response from their billing (practice manager section) where most of the problems occurred. Best support was the onboarding process with ******, but ****** sent messages for two weeks with my request for phone contact. ****** reported that that section are behind about two months. With continued billing confusion and lack of progress of any contacts with the billing section in a month of utilization, I requested to terminate the contract because their product was not working as presented. I wrote emails to terminate without response (received a link to contract only), ****** submitted my request for two weeks to call me to rectify issues in the billing section for two week, and ****** reports that that section is backlogged about 1-2 months as the reason for no return call. Sent a formal request on 2-17-23 vial email to "Cancel my contracted subscription please, based on false statements as in their ad on website: "************************************************************************* Are there any setup fees or long-term contracts?No. There are no setup fees and no long-term contract. You simply pay as you go on a month-to-month basis and can cancel at any time." I finally was able make contact by calling (after 5 attempts and messages) the Loyalty team who was disinterested to discuss a reasonable termination fee even with false statements in ads or promises. Loyalty rep stated that I will have to pay $1,218 to terminate my contract. When I asked for a more reasonable termination fee because of their false advertised program ability, learned only after one month use. The rep said that the lowest fee possible is to charge me 5 months that amounts to $870 to terminate, but will need approval first, and will return a confirmation call in two days with the termination fee. No calls were received from the Loyalty after two days. Very disappointed with the product and response.

  

  Business Response

  Date: 03/10/2023

  Thank you for the opportunity to address this customer's concerns. We have been in contact with the customer and have reached an acceptable resolution for both parties. We recommend that all customers read and understand their contracts prior to signing, as the terms of the contract, including the early termination fee, are clearly outlined in the contract. We will continue to work with this customer for any other needs that they may have.
  

  Customer Answer

  Date: 03/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and it was a a satisfactory agreed with a disappointing outcome.  I would like others to be aware of the deceitful practices where the ads and sales pitch doesn't match the written agreement (fine print).  The ad stated that "Subscription is paid Month to month with no early termination penalty," which is not verbally conveyed in the ad or their presentation (demo).  I admit I trusted the ad and presentation and didn't read the fine print as detailed as I should on the digital agreement, to start the use of their electronic medical record.

  To terminate my contract after using it for Kareo program for a month, knowing it didn't meet my expectations after a month, Kareo has agreed to cancel my contract with a reduced penalty of $688 + $181 (March payment even if the request to terminate started in FEB 2023).  Disappointed but satisfactory agreed on the termination terms.

  
  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  Date:02/27/2023

  Type:Sales and Advertising 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.

  Good ******************** was attempting to avoid charges that were not fully disclosed to ** from Kareo. We had originally trialed there services in December of 2022 and was in the process of moving forward. We ultimately could not move forward as I was involved in a motor vehicle accident which hindered my abilities to practice medicine. We had notified Kareo after they threatened to charge us $5,000. The charge was based on services they had not provided. Additionally, throughout the process in December there were several staff members from Kareo that did not show up to virtual scheduled appointment times. We disputed the charge and were told we needed to provide a reason.

  

  Business Response

  Date: 03/10/2023

  Thank you for making us aware of this customer's concerns. We are very sorry to hear about their current situation. We have been in contact with the customer and are working together with them on a resolution.
  
  
  As always, we recommend that all our customers read and understand their contracts prior to signing. All terms, the contract end date, and the early termination fee are clearly outlined in the agreement. 
  
  
  We will continue to work with this customer until the situation is resolved. Thank you for the opportunity to respond to this matter.

  Customer Answer

  Date: 03/16/2023

  We would like to have the charges resolved with ********************. They reached out but we would like confirmation of the refund.

  

  Business Response

  Date: 03/21/2023

  We have reached out to this customer again regarding the charges on their account, and have reached a resolution that is acceptable to both parties.
  

  Customer Answer

  Date: 03/24/2023

  
  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:02/22/2023

  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.

  Software no longer allows me to refill certain medications. Patient notes dont include the quantity or refills of medications. Med lists on notes change after the fact so they dont reflect what the patient was taking at the time of visit. Tasks tied to patients are not searchable or attached to patient charts. **************** is nonexistent. I am stuck with an unacceptable ehr system that is going backwards instead of forwards. Also, with most recent update, I have not been payed by BCBS in 2 weeks and am about to go under. Thanks Kareo, and thanks to the healthcare bureaucracy that forced subpar ehr systems on us.

  

  Business Response

  Date: 03/13/2023

  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 with all of the issues. We appreciate this opportunity to help this customer.

  
  

• Initial Complaint

  Date:02/22/2023

  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.

  Was pressured into signing up because of a promotion that ended "TODAY"..... Its been 3 weeks, *** never even signed into my account. Sales rep says I can cancel if it's not a good fit. Tried to call and cancel Called today 2/22/23 Spoke with ***** in accounting who then passed me over to his loyalty team....****** in the loyalty department answered, she should not be handling customer calls and certainly not in the loyalty department.. ****** was a complete jerk, so I called back- ***** in accounting answered again and I asked to speak to a manager in the loyalty department, obviously assuming that a MANAGER would have a better attitude.. WRONG!!! This person was worse... Don't know the name and honestly couldn't tell by the voice if it was a man or woman... Both ****** and the so called manager told me I needed written proof that the sales guy said that.. LOL... I told the manager that I would make a complaint with the BBB and he/she replied... Go ahead and make your complaints wherever you want, cancel your credit card, or do a chargeback but we're still going to invoice you and if you don't pay we'll send you to collections.... REALLY??? What legit company would say this.. Terrible customer service, terrible "loyalty team"..... Keep in ming.... I have even logged into my portal... This real simple... You haven't charged my card because i'm still in my free 30 day trial period.. Just cancel my contract- simple.

  

  Business Response

  Date: 03/21/2023

  Hello, 
  
  Please find our response to BBB complaint ID ******** below:
  
  Thank you for making us aware of this customers complaint. We hold ourselves to the highest standard of care here at Kareo, and we are sorry to hear that they did not experience this. 
  
  We have been in contact with this customer and have been able to find a resolution that is acceptable for both parties. 
  
  As always, we encourage all our customers to fully read and understand their contracts prior to signing. It should especially be noted that we never offer trial periods, and the terms of the early termination fees are always clearly outlined in every contract.
  

  
  

• Initial Complaint

  Date:02/21/2023

  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, sales is great up front. They tell the buyer everything they want to hear but do not tell the truth about the product. 1. There is no telehealth services available as promised on the contract. False advertising and violation of contract. Promised goods not delivered.2. They give your information to a site called ********** without permission who puts your home information and personal cell information to the world. Invasion of privacy and security.3. They say you can cancel and that it is month to month billing and then the contract ****** something else.4. Was informed I had a two month free trail period and it was cancelled during the trial period before the contract was enacted for the year and now they say its not a trial period.5. Rep ****** client could get out of contract and there are valid reasons but customer service was irate and refused to do so 6. Poor training and not set up for success. Unfortunate, Seeking out of contract as mentioned by the rep was possible and customer service agent said they could but refused to do so. Threatened with collections. Have not even seen one patient as the system was not ready for patients and company prematurely shared my information in public domain Without my permission.

  

  Business Response

  Date: 03/10/2023

  Thank you for making us aware of this situation. We strive for an excellent customer experience here at **********************, and we are sorry that this customer did not experience this. We have been able to contact this customer and are working to resolve her concerns. We will continue to be in contact with this customer until resolution is complete. We have also been able to clear up misunderstandings regarding the telehealth product and the fact that we dont have trial periods, only discounts off of annual contracts.

  Customer Answer

  Date: 03/10/2023

  *********** has been in contact with me. Thus far, they are still investigating and are working on removal of the site, that was incorrectly posted with my private information in public domain. They have yet to explain why there was no telehealth services able, and did not fulfill their contract (breach of contract) with services and training. The termination fees are still pending waiver.  *********** only took information to further investigate at this time. The complaint still remains open. 

  

  Business Response

  Date: 03/21/2023

  We are happy to report that this customer's concerns regarding their address information have been resolved. We also have been able to explain to the customer that they did have telehealth enabled on their account, they simply needed more assistance to learn to use the system. Lastly, we have been able to address the customers concerns regarding their early termination fee, and we have let them know that we will continue to be in touch with them with any other concerns that they may have.

• Initial Complaint

  Date:02/14/2023

  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 recently signed up for the Kareo service. Immediately after sign up I began my self tutorial as instructed. When I had a problem with the software, I reached out to the salesman who was able to clarify the issue somewhat but directed me for future inquiries to the assigned success coach. I had no idea who my success coach was, as I had not heard from them at that point. She was able to provide me her contact information. I then reached out to my success coach to help with my software issues and I never heard back. I sent two emails with no response. I also sent a request to customer support to assist with uploading the appropriate software for my MacBook and again after several days, I never got any response. So today after having the software for one week and not being able to move forward with its functionality, and having no response from any customer service representative, I elected to try to terminate my relationship with this company. My cause for wanting to terminate our agreement was based on the fact that services could not be delivered in a reasonable and timely manner. I called to request to cancel my service and was told I would have to pay the full one year fee. I do not think that is a reasonable request as they have failed deliver the product as promised. I do not want to do business with a company that cannot provide timely support if I am taking care of patients that *** require medical care in a timely manner.

  

  Business Response

  Date: 02/22/2023

  Hello, and thank you for bringing this to our attention.
  
  A different Success coach reached out to the customer and they are working together to get the best resolution for their complaints.
  
  Thank you. 

  Customer Answer

  Date: 02/22/2023

  this is not accurate. I am still with the same success *********** still have not received the appropriate support for being a Mac user. I made it clear that I am a Mac user and that I did not want to use stripe and in both instances I have been misled. Every aspect of this is pulling teeth.

  ***