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Business Profile

Computer Software Developers

Tebra
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 203 total complaints in the last 3 years.
  • 49 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/13/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    During sales call I informed Kareo sales representative that I was a radiologist and needed EMR to work with my PACS/RIS system as all radiologist/diagnostic images use to store and review images. Sales representative said this would take 90 days to set up and although I was not going to open the imaging center until September 2022 that I needed to start my Kareo subscription in June 2022. During onboarding I realized that I didn't need 90 days to set up because Kareo does not have or build a bridge between Kareo and a PACS system. I said this is unacceptable and Kareo said the best they could do was decrease the monthly price from introductory $299/month to $50 month for 4 months then goes back up to $599/month after. I thought a solution would be for my IT team to build a HIPAA compliant bridge via HL7 connection between my PACS/RIS and Kareo. Kareo said they don't allow this and this was not discussed during sales or onboarding calls. Any reasonable person would agree that a radiologist using PACS/RIS would not purchase an EMR knowingly that would not be able to communicate. I tried to cancel my Kareo subscription and Kareo said I could cancel if I paid the $599/month fee for the duration of my contract totaling over $5,000. Kareo is usable- I would have less work using paper charts than trying to use Kareo and my PACS.

  • Initial Complaint

    Date:10/05/2022

    Type:Order Issues
    Status:
    Resolved
    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.
    CAVEAT EMPTOR, (Let the Buyer Beware!). Our First Responder Mental Health practice signed a future performance contract. In retrospect it felt like time-share-type-sales pitch, that stated this platform could do everything we needed it to do and more. We had access to learning the platform immediately. We familiarized ourselves with Kareos platform and capabilities, completing some of Kareos online training modules. Clearly Kareo had a questionable, ethical and potentially counseling confidentially breaking flaw for most all mental health clinical practices. The platform could not restrict clinicians, (who have no need to know), from seeing names of other clinicians clients, from other clinicians within the practice. This would create an immediate breach of confidentiality and result in most organizations being open to litigation and non-compliance by their State Regulatory Boards. We called Kareo IMMEDIATELY and were told there was a third party platform work-around. This other workaround was older, not user friendly from the platform demonstrated in the initial presentation. The salesperson was adamant that we could not cancel the contract because this work-around would fix the problem. We were told by KAREOs own customer loyalty person that the third party ONLY worked for reports and would not work for our needs or fix the confidentiality breach. There was no way to know the limitations of Kareos platform, until the future performance contractwas signed. Our attorney requested to cancel the contract and yet we were informed that we would still be obligated to pay for an entire year. Despite multiple attempts to contact their legal department, no one returned the phone call or the emails. Instead, we received a bill for services. Kareo has some Practice ending flaws and Potential legal issues - In ******** this platform could mean bankruptcy for most small Behavioral Health clinical practitioners.

  • Initial Complaint

    Date:09/29/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    on Sept 21 i called to inquire about the services, i was sent a link and told that the only way to " try " the program was to sign up for, and if i did not liked it then i could just stop it at any time " I was not given any training and the program as I found out was difficult to use, therefore I called on the 26 to cancel and during that call i was informed that in order to cancel I had to pay the whole year of service ( this email is attached ) I was livid and very upset that they attempt to charge me for something 1-- I did not agree to 2- i did not use 3- they are not providing use for/ training I was hung up the phone after that call and called followed up with attached email where they explain what I need to pay in order to cancel my account I then called back the next day and was told " they would listen to the seller call and will call me with an answer" they never called me I called back the next day and the day after and the day after and they just tell me the same speech over and over " would listen to the call and call me with an answer. " I need to get out of this contract and prevent them to charge my credit card with what ever charges for this service.

    Business Response

    Date: 10/16/2022

    " Thank you for bringing this matter to our attention. At Kareo, we strive to provide excellent customer service and support for our customers. We have reached out to this customer with a proposed resolution for their concerns. "

    Customer Answer

    Date: 10/17/2022


    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,

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

     

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