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:02/10/2023

  Type:Billing 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 company has been contacted on several occasion to terminate renewal of a contract for electronic medical records system. In writing, by phone etc. Each time, ID#'s re being formed however no contact and continual contact from the LOYALTY TEAM. The services have not met the desired or promised outcome of delivery, the agents are not receptive to request, nor do they provide services promised. I have have ***** calls/complaints in 12 months, no resolution. On 12/20/2022 at 9:00 am I notified the company after receiving NOTICE of a 2023 price increase of 7.5 % I advised them in writing to cancel the account. This increase was not conducive to my practice at this time. I was offered discounted services, I declined. On 02/10/2023, I was BILLED at the **** INCREASE. I have several emails of cancellation request. This is bullying and bad business. I was billed AGAIN!!!*************************,Thank you for your recent payment to Kareo! Here are your payment details:Customer Account Number: ***** Customer Account Name: **************************** Total Amount: $369.00 Transaction Date: 2/10/2023 If you have any questions or would like to view your latest bill, please visit the My Account section of our website.Go To My Account Kind Regards,Kareo Accounting Team www.kareo.com/contact

  

  Business Response

  Date: 02/17/2023

  Thank you for bringing this customers situation to our attention. Here at Kareo, we hold ourselves to a high standard of customer care, and are sorry that this customer did not experience this. We have been researching the details of this customers experience and are using this experience to improve processes in the future. 

  We have been able to make contact with this customer, and have corrected their billing issues. We now consider this problem to be resolved.
  
  

  Customer Answer

  Date: 02/19/2023

   

  The business has contacted me to issue a blameless apology for the lack of customer service. They also requested that I sign a document, prior to the REFUND being released to me. I have encountered non-sufficient fund fees due to the processing of these payments $36 per transaction PLUS to $369.00 fees charged on a account that should have been CLOSED per my verbal and written request. 

   

  Again, I have NOT received a refund.  

  

  Business Response

  Date: 02/24/2023

  We have reached out to the customer again to clarify the refund process and timing. We are grateful for this opportunity to help make this situation right for this customer, and will be continuing to work with them until everything is completely resolved.

• Initial Complaint

  Date:02/06/2023

  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.

  Had a demo with Kareo sales rep for their *** & was told there was a 90day onboarding period and promo 60 days no charge, then monthly fee. Within 40 days I saw the *** fell short of my expectations and told my success coach that I would cancel services. At this time I was told it was an annual **************** would still have to pay for a year (minus 60days). It was never disclosed to me verbally or in writing that I was locked in for 1 year. A case was opened with the loyalty department and things went south from there. The "loyalty ***** was difficult to work with, no full names given, though I had full names of the sales rep and the success coach. They said I signed a contract which I did not have a copy of. After several weeks, I was sent an email with my typed name; this was reported as a contract agreement sent via docusign, but no date or timestamp of adopted signature is noted. I emailed the supervisor the ebrochure I received from sales which actually says *no long term committments.* It did not disclose required 1yr commitment, neitherdoes their website; many other ***s disclose this requirement up front. No response for weeks. Loyalty **** finally calls, supervisor no longer works there but my acct will be closed and will be charged full fee. I asked to speak with a director, another several weeks until recent email for Sr **** Mgr saying full *** due or acct to be sent to collections. I emailed & called immediately no response; Kareo closed for company meeting. It's been weeks with daily emails with attempts to collect, but no answer when I reply email or call.Today Kareo called and hung up. I called right back and was sent to Loyalty, new staff, explained situation, was told she couldn't help me. Asked to be transferred to Sr **** Mgr, she said ok, then hung up. I tried to call back & no answer, message that Kareo is closed for company meeting. From 9/2022 til now, 2/6/23, no resolution. Kareo has shown predatory practices then evades customers.

  

  Business Response

  Date: 02/16/2023

  Thank you for making us aware of this situation. Here at Kareo, we pride ourselves on providing excellent service to our customers, and we were sorry to hear that this customer did not have a positive experience.

  The promotion that the customer mentioned was a promotion we were offering at the time for new customers to receive two months free when they signed up with an annual contract. Unfortunately, in this situation, the customer told us that they did not understand the contractual obligation and thought the first two months were a free trial period, which is not something we offer.

  We always require a signed contract before working with any clients, and the contract always outlines the length of the agreement and terms of the early termination fee. We always recommend that our customers read and understand all contracts prior to signing. 

  Thank you again for the opportunity to address this. We have reached out to the customer to discuss their concerns in-depth and have come to a resolution that is acceptable for both parties. 
  

• Initial Complaint

  Date:02/06/2023

  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.

  The team that handles ERA enrollment has to be the most incompetent and useless group of people ever hired by a software firm. There is no way to contact these dolts by email and the dashboard NEVER reflects any advancements as to where in the process the enrollment is. It's almost as if it is there for show. If it didn't take so much time and effort to transfer to other software, I would definitely have done so. This system is unorganized hot garbage that is less than reliable in a number of departments. I hate Kareo. They need to get their stuff together. Medical practices rely on reliable service and not a bunch of buffoons reading from a script that can provide NO information or transparency when it comes to vital parts of a practice.

  

  Business Response

  Date: 02/13/2023

  ************ Busines Bureau.
  
  Thank you for bringing this to our attention. We got in touch with the customer, and we're giving him the required assistance.
  
  Thank you.

• Initial Complaint

  Date:01/25/2023

  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.

  Kareo promised software that did not work as represented; due to the misrepresentation, I attempted to contact the company on several occasions to cancel and did not receive a response for over 2 weeks. A customer service rep told me that the loyalty department was unavailable for the month of January. When I continued to call customer service, I was finally contacted via email and told that I have no right to request a cancelation, despite the software not working as it was sold to me. I did not receive the support promised and was provided no grace ****** while learning the software to determine if it was a right fit. Kareo then refused to communicate about cancellation requests. Sign up: Nov 18th, after the sales representative rushed through the details of the contract. I was misled to believe the payment schedule was month-to-month and was not verbally told there was no grace ****** or cancellation ability if the software was not a good fit. Nov 28th, a success coach informed me I could not use my own intake forms, and I would have to create new templates in Kareo, opposite what I was told initally. Next, the success coach offered office times, but they only consisted of very early morning times (6am PST). I asked for assistance on Dec 2nd, and a meeting was scheduled for Dec 12th, for 30 minutes, but at this point, I could see that the Success coach was not invested in my success. This coach gave notice of resignation on Dec 23rd. No one reached out to me to schedule onboarding training until after I requested to cancel my account on Jan 5th. *****, from the loyalty department, would call but not leave a call-back number so there was no way to communicate via the phone, despite over 15 phone calls to Kareo and emails requesting a call-back number. I was told I would be charged $174.00/mo x 11/mo = $1,914.00 despite never using the service for patient care because it did not do what was promised and having no intention of using it moving forward.

  

  Business Response

  Date: 02/13/2023

  Thank you for making us aware of this situation. We are sorry to hear that our software was not a good fit for this customer. We have been in communication with this customer and have come to an acceptable resolution for both parties. 

  
  

  At Kareo, we take customer service seriously and strive for satisfaction and transparency in all of our transactions. We always ensure the terms of the agreement, including early termination fees, are clearly outlined in the contract, and do encourage all of our customers to fully review and understand their contracts prior to signing.

  
  

  We are glad we were able to work with them and come to an amicable agreement.

  
  

• Initial Complaint

  Date:12/02/2022

  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.

  We are a multi-disciplinary healthcare clinic in business since **** and have had 2 different clinical software programs. We have never experienced issues with a business such as this one.Our first contact with Kareo was June 1st, 2022. We were seriously misled about the capabilities of the software. When ask direct questions regarding the ability to use this software to sell our products and to schedule multiple providers, we were assured that it would not be any problem. There has been nothing but problems from being told later that we had to have another program to inventory and sell our products to the horrible data transfer situation. We spent over 4 months trying to get our data imported until finally our IT company told us it was an insurmountable problem and Kareo did not have an adequately experienced team of the ability to support a data transfer of our size. Also, our account was debited $1200 with no notice. When we decided to discontinue Kareo, (10/26/22) after much frustration and cost to our clinic, they first appeared to be understanding that this system was not capable of handling our clinic. Then, we received an email with a huge termination fee for the full year even though they stated this program was only on a month-to-month basis. The owner also received a phone call from someone named ****?sp who told her they had a whole team of lawyers and had dealt with people like her before. We were then told it was due to bad data so it was our fault they could not complete a transfer. No explanation as to the fraudulent sales techniques. We have a national IT company who has a lot of experience with data transfer, and they have also provided us with written comments.Also, no written agreements have been produced and we signed nothing. After reading the multiple complaints that are similar to ours, we feel it is necessary to add to them in an attempt to either get this company to do the right thing or warn others of their deceitfulness.

• Initial Complaint

  Date:11/22/2022

  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.

  Kareo has caused so much money loss for us. They increased prices via email and there was no contract signed from me at all. They switch managers very frequently and I was never contacted back with answers that were needed and things that were needing fixed.

  

  Business Response

  Date: 01/06/2023

  Hello Better Business Bureau, 
  
  We would like to post the following response to this complaint: 
  Thank you for the opportunity to address this issue. We have been in contact with the customer, and we were able to discover the cause of the pricing discrepancy and correct it. We have reached an acceptable resolution for both parties.
  
  Thank you. 
  
  Best,
  ***************************
  Strategic Programs Lead
  

  
  

• Initial Complaint

  Date:11/17/2022

  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.

  After signing up with kareo to submit billing for me and never explaining to my billing person that I needed to upgrade my account for more money. And after not providing me with the needed service, will not let me cancel and continue billing me after providing me no benefit.

  

  Business Response

  Date: 11/30/2022

  **** you for bringing this matter to our attention. Our team has carefully reviewed this customers account and has not found that Kareo misrepresented our product. This customer was able to use our software for billing purposes for their practice without an upgrade. We have been in contact with this customer, and their account has been canceled per their request. We always encourage our customers to carefully review their contracts prior to signing so they will understand the payments and early termination fees that they are agreeing to. We are sorry that this customer did not find ********************** to be a good fit.

  Customer Answer

  Date: 12/01/2022

  Its not true that I could do my billing without an upgrade. I have not receive any benefit from Kareo and simply end my relationship with them. I feel they owe me a refund. I do not wish to paid them a termination fee for services I did not receive. I feel this company is predatory and unfair.

  

  Business Response

  Date: 12/02/2022

  This customer had purchased our ********************** Billing Essentials plan, which allows them to bill their patients. We have offered to research their account to see why they had trouble using it for their billing, and the customer refused this option. 

   We have also provided training opportunities and offered assistance with using the system, and the customer has expressed that they are not interested. We would love to help this customer get the benefit from the program that they paid for; however, they would not like to speak with us regarding this. As Kareo did not misrepresent the product, and all contractual terms, including the early termination fee, were clear in the contract signed by the customer, there are no grounds for a refund. 

  
  

  Customer Answer

  Date: 12/06/2022

  If billing does not include insurance companies, I cant do billing. This is misleading. If I cant bill insurance companies I cant bill

• Initial Complaint

  Date:10/29/2022

  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.

  They lied about the product and lied about the amount that was going to be charged. They told me it was month to month which was a lie and it was actually 12 months that they did not disclose. They stated that you could cancel before the end of the month. I was informed several time that they would contact me to cancel within 2 weeks and it has been 3 months. They have neglected to contact me and have neglected to do anything they stated they would do. I started with them in August and asked to cancel the following day when I realized that they were lying about the services they provided. 5/17/22 had a demo of their EHR. Told no hidden fees, unlimited tech support, labs were included. Told ****** a month. 7/25/22 Informed if I signed up before end of month would get 50% off for 4 months, offer extended to 8/31/22 for cost of 4 months ***** then 174 month to month. Signed up 8/23/22, form stating was month to month. 8/24/22 asked to cancel because noticed there was false advertisement. Encouraged me to stay. 8/26/22 signed up for training, not prepared, had to be done over phone. Was informed it was 12 month, not month to month. This was never told to me prior to me signing or agreeing to terms. Not in contract I signed. Called to cancel, said it would take ***** business hours. Met with ****** again on 8/29 and then found out labs were not included as told, reason for purchasing. Escripts would not work. Then accounting charged me more than agreed. On accounting email, also states you can cancel if before the month, I asked numerous times to cancel and ignored by the company. Mislead and sold false product.

  

  Business Response

  Date: 11/22/2022

  Thank you for your message. At Kareo, we take claims of deceit very seriously. We have reviewed this matter carefully and confirmed that the terms of the agreement were clearly defined in the annual contract that ************** signed. However, we understand the trouble this has caused for ************** and regret that Kareo was ultimately not a good fit. We have reached out to ************** directly with a resolution for her concerns. 
  
  Thank you. 
  
  Best regards,
  ***************************
  Strategic Programs Lead

• Initial Complaint

  Date:10/28/2022

  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.

  After setting up my Kareo account and practice within the software I learned that there were several issues and lack of functions that were not apparent in the demo and were not clear when establishing my account. I mentioned during the demo and in different account setup meetings, my *********** in an EHR was to automate the majority of the administrative process, with a special emphasis on automating ALL scheduling functions. Unfortunately, I learned that the "appointment request" function offered by Kareo is not connected to the "patient portal", and patients are unable to see, schedule, request, or change appointments from their patient portal. Patients can request an appointment but have no way of going forward in time to check the ********* of visits going into the future, nor can they independently look at or cancel a future visit. My stated goal was to automate the scheduling process to eliminate any back-and-forth phone calls or emails, but Kareo does not provide a way for a patient to manage and change their own appointments without an intermediary. A Kareo representative confirmed that patients cannot manage their appointments through the portal and they would need to contact me directly to make any schedule changes, which directly contradicts what was advertised about the product capabilities. Given this issue, my onboarding contact and I both submitted requests to cancel my account with Kareo. After speaking with the loyalty department around 10 days after setting up the account they indicated that I would be able to cancel my account without financial penalty as I had not actually onboarded with Kareo and was unable to access capabilities I was promised. However, they never followed up and when I reached back out they now state that I will be charged for 9 months of the product, though I've only had the account for 18 days.

  

  Business Response

  Date: 12/22/2022

  Thank you for making us aware of this situation. 

  
  

  Weve carefully reviewed the matter and have been in communication with this customer regarding their concerns. The scheduling features the customer was hoping for are not included in Kareo, and we were able to determine that the customer did not request these features during the sales demo. Because this was not requested, we had no way to know these features were desired.  

  
  

  We delivered the software that was presented to the customer according to the contract that they signed. This same contract clearly outlines the early termination process and fees. We strongly suggest that our customers read and understand all contracts prior to signing.

  
  

  At Kareo, we want all of our customers to have an excellent experience using our product. While we have found that Kareo did not mislead this customer in any way during the sales process, we understand and regret that we were unable to meet this customers expectations. 

  
  

  We are sorry that Kareo was not a good fit for this customer and have reached out to them with a resolution.

• Initial Complaint

  Date:10/21/2022

  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.

  I inquired about Kareo and signed up after the sales rep overpromised that the account is connected directly to insurance plans and Labs, which was not true and I had to do the process with very little support. The onboarding person was not reachable by phone or email. When I tried to cancel, they informed me that I have a 14 months commitment, which was not mentioned at all when I signed up.The company has a very aggressive sales team who would over promise and the worst support for practices. I am frustrated with their services, but found that I was scammed into the annual agreement without my knowledge. I want to be able to close my account and not get stuck in the agreement that I was not informed about.,

  

  Business Response

  Date: 12/03/2022

  We would like to post the following message as the response for this complaint:

  Thank you for letting us know about this issue. We have attempted to reach this customer multiple times and unfortunately have not received any response. We would love the opportunity to discuss this situation with the customer as we do have a way for them to connect to insurance providers and labs, but have been unable to reach them. 

  
  

  Thank you. 

  
  

  Best regards,
  

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

  Strategic Programs Lead

  
  

  Customer Answer

  Date: 12/03/2022

  This is not true. I spoke to a business associate from Kareo and he reproted that he would review the call I hada with the sales person who misinformed me and told me that Kareo is connected with Labs directly and I don't need any further set up, which he bragged about to be a plus over the *** I was having at the time. The business associate never called back to discuss the review of the sales call I had with Kareo. 

  

  Business Response

  Date: 01/06/2023

  We were able to get in touch with this customer on 12/13/2022 to discuss his account and he let us know that he wanted to cancel his subscription. Our cancellation team has now been trying to reach this customer to discuss the terms of this request and initiate the cancellation process, however, they have not received a response. We are doing everything we can to fulfill this customers request to cancel the account, but we are unable to cancel until they speak with our cancellation team to finalize. We will continue to try to reach this customer to finalize their cancellation.