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:08/24/2022

  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'm a LMHC who provides telehealth mental ****** services online. I contacted Kareo based on a colleague who referred them to me as reliable. Supposedly, they have a software service conducive to make my job easier and keep all my files according to law. However, once I hired them and began my supposedly training sessions I was told by ************************* (coach) that I was being certified into Kareo software through Kareo University. I told him that I was not interested to become a certified Kareo specialist and all that I wanted was to learn how to run my business and keep all my files saved. I called **************** (sales) who was the person whom I spoke to and worked on my contract with me. I asked to switch me from ******* and he referred me to *****************************. After 2 weeks of me insisting ****** that she did not call me yet. She sent me an email saying that she was leaving on vacation. Another week went by and not training. Then, I called ****** to cancel my contract with Kareo due to fail to provide services promoted as contract without penalties. They refused. They already billed me $219.44 and they expect me to pay them for the rest of the contract of $1,745.00. I have spoken to *******************, Supervisor, via phone and sent her an email. She understood everything that I explained to her and acknowledged it. But, Kareo is not willing to let me go without charging me that kind of money.

  

  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. "
  

• Initial Complaint

  Date:08/16/2022

  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.

  I signed up with Kareo in March of 2022. A "support coach" was to be assigned and would reach out to make contact within a week. A month passed before I had my first actual meeting with my assigned support coach, *************************. She was late, and there was a significant amount of background noise of her screaming child making any communication difficult. She played naive. Prior to being rushed off the 1st call we made a plan to have monthly meetings. She missed several without notification. When I reached out, I was told "phone, audio, technical issues" and that she would get back to me as soon as possible, weeks would pass.. Assigned another "case number" and immediately closed it. Several serious incidents have occurred over the last 3 months with non-resolute customer service. "Lack of" support. **************** agents are only good for providing "case numbers" - These case numbers for each call/email never actually arrive with notes to the subscriber account dashboard, leaving the subscriber having to start all over again, only to be given another case number without resolution. Each time I have called Ive been told someone would get back to me, or the manager is working on it. This has resulted in loss of revenue to my private practice. I was told I would be credited on my August invoice for tech issues with Kareo. Also told the issue would be resolved July 28th. I received an email August 3rd stating hold on my payment for august to assure the credit for ********* billing. They billed my account, in full, for 2 Providers on Aug 10,2022. I have sent emails, called, requested callbacks, and begged for a resolution, timeline, a name, a number an email of someone who can actually help and to no avail. I have requested cancellation of the 2nd provider, requested a refund for UNAUTHORIZED charges and have been told they have no record of a 2nd provider, have no case numbers, have no record of the information. DO NOT USE THIS SERVICE!!!

  

  Business Response

  Date: 10/22/2022

  Thank you for your message. At Kareo, we take customer service seriously and want all of our customers to have a smooth and excellent experience using our services. We have been in contact with this customer and reached an agreeable resolution to their concerns.

  Customer Answer

  Date: 10/22/2022

  kareo reached out to me on 10.19.22 to address the complaint filed. I spoke with a member who identified himself as an escalation specialist. This is the same escalation specialist who I spoke to on 9/1/22, who advised me he would be in contact with me within 2-3 business days from that date to resolve billing issues, that call never came. I reminded the escalation specialist of the conversation thst took place on 9.1.22 where he assured me I would hear back from him in 2-3 days and that on the 10.19.22 phone call to address the complaint was the first time I had spoken to him since the first contact with him on 9.1.22. He thanked me and ended the call. I contacted Kareo in mid September to find out if the billing issues would be resolved and I was informed that they had credited my account. However, it took me calling to learn this information. I never received notification on this apart from my own inquiries. 

• Initial Complaint

  Date:08/10/2022

  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.

  On 5/20/22 I signed contract with Kareo ID *****. Sales agent **************** who assigned a Customer Success Coachs Name: ***************************** Email / Phone: / ****************************************** / ************.Mr. *** promised two months free of services so these would be used for onboarding readiness, where the success coach would help me navigate the program, setup my business account, billing training, electronic lab, e- prescribing.I was able to meet with ******************* once only on: 6/3/22. From there on she scheduled me for a follow up appointment but no show on 6/7/22. On 6/28/22 I scheduled another meeting with her but no show on her behalf again. I met with her supervisor ******************* on 6/28/22, who sent me a link to ******************************* schedule, so I scheduled a follow up meeting invite but no show. On August 2, 22. I requested my account to be closed, accounts management sent me an automated reply with case ********, but no resolution. That same day I spoke with ******** from accounts management who said the contract could not be canceled that I had to pay the full year. He said what he could do was to extend the two months for the onboarding process, assign a new success coach, waive the current fees, to wait for his email. ******** did not send an email. On August 8, 2022 ***************************** sent me an email requesting follow up.I need to cancel my contract with this company without penalties as they have failed to deliver what they promised me as a customer.***************************, nurse practitioner

  

  Business Response

  Date: 10/28/2022

  Thank you for bringing this to our attention.  

  
  

  At Kareo, we want all of our customers to succeed and have an excellent experience with our platform. As such, our team members tried to work with ******************** prior to her cancellation to address her concerns and help get her account back on track. ******************** let us know that she was not interested in our proposed solutions and declined further assistance. 

  
  

  We regret that Kareo was not a good fit for this customer.

• Initial Complaint

  Date:08/08/2022

  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.

  My complaint is a hard sell by salesman ************************* for Kareo's EHR software registration. I am vary experienced both clinically and administratively so I knew exactly what I did and didn't want. ****************** assured me that he was given my name by the agency I had just signed on for admin support so his product exactly fit my pros and cons. Although I didn't want to set up at that time, because he assured me Kareo provided a no-cost period to train on the product before beginning monthly billing I did set up.At no time did ****************** inform me that my obligation would not correspond to monthly billing but would be an annual contract. I would not have signed up for $2,000 expense as I am trialing a private practice at age 69 even more than the product . The Kareo training system took much longer than the free time allowed, going into one month of billed time for which I received an invoice stating that "changes to your account MUST be made no later than the last day of the month...including...account cancellations...however, you will be responsible for paying for the remaining days of the month in which you cancel." I paid that ****, but realizing by then from failing to make it work that ****************** had completely misrepresented this product and I could not adapt Family Practice to Psych I called to cancel. Kareo emailed back that my account was discontinued (I am in fact unable to access) and billed me $1,740 for the remainder of the year with delinquent notice that it would be sent to a collections agency if not paid immediately. When I replied that I had never signed an annual contract they emailed me a contract with a digital signature purportedly approved by me. They have:1) discontinued the account before the paid-up month was ended, 2) demanded payment on a purported contract without providing their service per said contract 3) faked a contract to force me to pay for services I didn't agree to this can't be valid.This can't be valid.

  

  Business Response

  Date: 10/16/2022

  Thank you for bringing this matter to our attention. Here at Kareo, we strive to ensure that all communication is clear and that our customers know exactly what to expect. 
  
  
  
  To that end, we ensure that each of our contracts clearly outlines the start and end dates of the agreement, as well as all terms of service. We dont have trial, demo, or no-cost periods here at Kareo. The promotion that was received by this client was a discount of two months worth of service in return for signing an annual contract. This was clearly outlined in the contract, as was the early termination fee.
  
  
  
  We can assure you that all contracts are legal and binding, and we never begin service with a customer without having a contract in place that has been reviewed and signed by the customer. We always encourage our customers to thoroughly read their contract prior to signing, and to reach out if they have any questions in order to avoid any misunderstandings. 
  
  
  
  While our product is more than capable of switching from Family Practice to Psych, we regret that this customer did not find ********************** to be a good fit.
  

  Customer Answer

  Date: 10/17/2022

  Instead of working with BBB to resolve my solid complaint backed by documented evidence in my favor, Kareo instead sent my account to a collections agency which has transferred it to one agent after another each of whom has been given my reason for refusing to pay this ******* of a charge.

  My credit is impeccable. My record is clear. Can Kareo say the same? Not according to the company from which Kareo got my name to call for a sale on their product which, I was told when I called them to complain, that I was not the first and they were planning to severe their business relationship with them.

  Kareo further proves their bad business practice by making the same false claims of having made a legitimate contract with me. Either they are ignorant, too busy rustling up new business to pay attention to the contacts they threw under the bus, desperate to get what they can from a sinking business, or they are just play dirty as a standard practice.

  They are not even offering a settlement! Just as well because I will not settle for anything but what is right - they stop harassing me for a bill I do not owe.

  Sincerely,

  *************************, PMHNP

• Initial Complaint

  Date:08/04/2022

  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 agreed to a product based on a demo. Once the product was installed, which required a contract, we found that the product did not meet the needs of the practice (single member individual - hence on personal taxes). We requested a cloud based service and received a product that required us to download a parallels system and run on a windows based server without security protocols that met our standards. As we are dealing with patient health and could not provide the security required for HIPAA Privacy, we alerted the salesperson within two days that we could not use this system. We were then charged a cancellation fee of about $2000 which was charged against our account. This is a terrible situation for us as not only do we not have software to assist with the hand submitting of claims, we cannot even try to get another service to meet the needs for another 12 months due to this overwhelming charge.

  

  Business Response

  Date: 10/13/2022

  "Thank you for bringing this to our attention. At Kareo, we strive to delight our customers and take claims of deceit very seriously.
  
  Our team has carefully reviewed this matter and did not find that Kareo misrepresented our product or the terms of our agreement during the sales process. The customer received a demo of our product prior to signing up with Kareo. Once they were live, the customer told us that they were frustrated that the system was not a native Mac application and said it did not work with their computer software. Our team assured the customer that our product works on both Mac and PC software, and offered further support and assistance to ensure everything was working and set up correctly. Unfortunately, the customer did not want to move forward with this.
  
  In regard to the customers statement about HIPAA privacy, it is important to note that Kareo is 100% HIPAA compliant. This is something we take extremely seriously.
  
  Though we regret that the suggested solution is not one that ************************ was satisfied with, we do not feel that this constitutes a breach of contract or failure by Kareo to provide an acceptable solution."
  
  Thank you.