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:03/13/2025

  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 complete waste of money. I've been paying $174 a month for several months essentially throwing my money away. Their customer service is unresponsive, and their business practices feel misleading. Despite requesting to cancel my service, they have failed to process the cancellation and continue charging my card. The service offers little to no value, with hidden fees for claims and missing essential features they dont disclose upfront. The platform is not user-friendly, and getting in touch with customer support is nearly impossible. Even when you manage to reach someone, they make empty promises about follow-ups that never happen meanwhile, the charges continue, and the cancellation request is ignored.

  

  Business Response

  Date: 03/25/2025

  Thank you for notifying us about the customer's complaint. After reaching out to the customer, we found that they have not yet completed Tebra's onboarding process. We are now resuming their training and onboarding to ensure they can fully utilize the system. We appreciate the opportunity to reconnect with this customer.

• Initial Complaint

  Date:03/04/2025

  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 signed up with Tebra after being assured it had key features necessary for my practice. However, after onboarding, I learned that several essential capabilities were missingfeatures I was explicitly told would be available. Even my Integration Specialist confirmed that I was misled and that Tebra was not suitable for my practice.Major Issues:No ePrescribe for compounded medications A critical function I was assured existed but does ****** recurring membership billing Essential for my business model, yet *********************** Box limitations An unexpected and unnecessary restriction that impacts my finances.Poor ************************** Response: I first reached out to my sales *** to cancel, who told me my request was submitted. It took over four weeks to even get a response. When I called to follow up, I was told they were backed up. A customer service *** later confirmed that my onboarding notes showed that Tebra was inappropriate for my practice.Despite this, I received only an email stating I had agreed to the contractwith no acknowledgment of my concerns. When I called again, the *** rudely dismissed me, stating, You're just not happy because you want me to delete the $2,000. He was unprofessional, condescending, and impatient, saying, Do it then, lets go, resend the email.I chose Tebraa more expensive systembecause I was misled about its capabilities. Had I been given accurate information, I would have chosen a different solution.Request for Resolution:I am formally requesting to be released from my contract without penalties and refunded in full. Given the mis***resentation, lack of transparency, and dismissive service, this is the only fair resolution.I urge other providers to proceed with caution before signing with Tebra. If you rely on recurring memberships, ePrescribing for compounded meds, or flexible payment processing, look elsewhere.I hope Tebra does the right thing and resolves this promptly.

  

  Business Response

  Date: 03/12/2025

  We regret to learn about the experience this customer had with **********************. Currently, our software does not support sending compound medications via e-prescribing; however, this may be a feature we introduce in the future. Additionally, recurring membership billing will be available soon. We have communicated directly with the customer and successfully reached a resolution that satisfies both parties. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair 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.

  I have been with Tebra for over a year because they make you sign a year contract. Since that time we have had the worst customer service and training experience. We have had to basically learn the whole system on our own. No one ever gets back to you to help you with concerns. I let them know in 8/2024 I was terminating my plan with them in 11/2024 and wanted to know what they needed from me. No one responded. I kept calling and when someone would answer the phone they couldn't help me and would tell me someone would get back to me which didn't happen. So I stopped payment in November. Well, then I got a phone call (shocking). We know all they care about as shown throughout all these complaints. When speaking to the employee I let them know the situation and that we would only need read only as I was told that would only be $50 a month. So my assistant called to pay for the month of December for read only $50. They charged the full amount of $180.96. We've been calling and leaving case numbers telling them that's not what the agreement was. No one returns the calls. I keep getting emails from them now saying that I owe another $180.96 for January!! I've sent several emails and talked to several people! It's like they are stone deaf. I just got an email tonight saying they are cancelling me and that I owe them $361.92. It's the most absurd, horrible company. It's like it is all run by a bunch of bots.

  

  Business Response

  Date: 02/14/2025

  We have contacted this customer directly, and appreciate their feedback as this helps us to improve our service for the future. We have discovered the issue that delayed this customer's cancelation request and have already implemented measures to prevent a delay of this nature in the future. This customer's account is now canceled per their request. We remain available for any other questions or concerns that they may have.

  Customer Answer

  Date: 02/19/2025

  
  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:02/06/2025

  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.

  We tried to cancel for the first time our subscription to Tebra on July 24, 2024 via email.We are still being charged monthly. We have utilized all channels available to cancel. We are told we will be cancelled, and then we are charged again. The system will not allow us to remove the credit card on file.

  

  Business Response

  Date: 02/12/2025

  When a customer would like to cancel their account, the best way to request this is through the support tab in their Tebra dashboard, or by calling our customer support line at ************. Unfortunately, most of this customer's cancelation requests went to email addresses that are unmanned.
  
  We have now been in contact with this customer and their account has been canceled. We are available for any further questions or concerns that they have. We are grateful for the opportunity to serve this customer.

• Initial Complaint

  Date:02/06/2025

  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 overcharged and in violation of our contract for over 3 months. I have repeatedly attempted to get resolution with their customer support but do not receive a call back from their "loyalty department" and they continue to bill me an inflated rate.

  

  Business Response

  Date: 02/18/2025

  We have contacted this customer and assisted in correcting their invoices. We remain available for any further assistance they may need. We appreciate the opportunity to help this customer.

• Initial Complaint

  Date:02/03/2025

  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.

  Tebra's platform malfunctions on a weekly basis. Sometimes the problem will only last 1-2 hours but other times, like today, the entire platform will crash for the majority of a business day. The issues range from being unable to send prescriptions, Tebra's system changing patient dates of birth randomly, to the entire platform being down for hours to days. We have used Tebra's clinical platform for almost 2 years and we have had ongoing issues with them. There is no customer service number to call when an emergency platform failure occurs. Tebra redirects customers to file a customer support ticket, however this is impossible when the entire platform has crashed since their customer service center is only accessible through the platform. It has caused so many disruptions to our patient care. Today none of our clinicians or support staff are able to access the platform and patients are unable to receive prescriptions for medications (schedule II medications, in particular, because these medications cannot be verbally called in to the pharmacy and must be e-prescribed or written). Due to the ongoing risk to patient safety, I have chosen to escalate this issue to the BBB in hopes that Tebra would finally provide a meaningful resolution. Seeing as we just recently migrated from one EHR system that was discontinued to Tebra in 2024, switching *********** at this time would likely cause an even larger disruption to our patient care, so we are left begging Tebra for a resolution.

  

  Business Response

  Date: 02/14/2025

  On February 3, 2025, our Domain Name System (DNS) provider experienced a major outage, making our platform and website appear down. DNS servers act like the internets phonebook, connecting domain names (like **************************) to their actual locations. When this service went down, it disrupted access for many customers. Our teams worked quickly to resolve the issue, and we have now migrated to a new global DNS provider to help prevent future outages. We sincerely apologize for this disruption and the frustration it caused.

  The phone number to call if an outage occurs is our main customer support line, ***************************************.
  

  We have contacted this customer directly and are working together on all other outstanding issues. We will remain in constant contact until these issues have been resolved. Thank you for the opportunity to serve this customer.

• Initial Complaint

  Date:01/28/2025

  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.

  ********************************** is a small outpatient physical therapy office, contracted with tebra on 12/05/2024, within three days of utilizing the system, I realized isn't compliant with physical therapy documentation standers. Tebra is missing all important tools for physical therapy proper documentation. I canceled the contract within three business days as the system is not compliant with physical therapy documentation. Tebra sold a system contract for my physical therapy office which isn't compatible with physical therapy documentation. I notify tebra to cancel within three days after recognizing the incompetent of tebra system and lack of proper documentation/ support to physical therapists. Tebra higher up management made the decision to charge me for a full year of service. This is really misuse of power by a big company. Again, tebra is missing all important tools for physical therapy proper documentation: for example no time in and out , No POC certification and tracking , no ROM navigation table , No MMT navigation table , No evaluation discussion making tools and much more. Please cancel the contract , void the late fee and all other charges as this has caused severe hardship to this small office. also, please make customers aware that ********************** is not compliant with physical therapy office documentation. Thanks! ***** eskarous ******* physical therapy group llc

  

  Business Response

  Date: 02/11/2025

  Thank you for bringing this customer's complaint to our attention. Our software here at Tebra is compliant for physical therapy practices and can fulfill all their needs. However, this does require some customization and is best suited for practices that already have experience using Tebra.

  We have reached out to this customer directly and found a resolution that is acceptable for both parties. We are sorry that Tebra was not the right fit for this customer and wish them well in the future.

• Initial Complaint

  Date:01/24/2025

  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.

  I am a healthcare provider who owns a solo sleep medicine practice. On 11/4/24, I signed a contract with Tebra for their EHR system based on misrepresented product capabilities. Despite never using their system, Tebra is demanding a $2,988 early termination penalty. I have found similar complaints on Trustpilot and BBB about Tebra misrepresenting capabilities and refusing fair resolutions, suggesting a pattern of deceptive practices targeting small medical practices.During the sales call, Tebras representative, **** ******, assured me their system could: 1. Merge custom intake form data into patient records and notes and 2. Utilize conditional logic in custom intake forms. These features were critical for my practice, and I signed the contract based on these assurances. However, upon accessing the system the same day, I discovered these capabilities were missing. Custom form data could not merge into records, only being accessible as PDFs requiring manual data entry. The system also did not support conditional logic, as confirmed by Tebras support.I contacted ****, who falsely reassured me the system had these features, saying, Its definitely something we can do. Despite follow-ups, **** failed to provide proof and stopped responding. I also contacted support staff ******** ******* and ****************. ******** stopped responding, and Emayralin incorrectly claimed accessing PDFs was equivalent to merging data. She also admitted the system lacks conditional logic.Tebra offered to reduce the termination fee to $1,494, but I cannot afford any penalty as I never used their product, and the contract was signed based on material misrepresentations.I request cancellation of the contract without penalty, waiver of all fees, and cessation of collection efforts. Tebras deceptive practices have caused me emotional distress, financial uncertainty, and wasted time. I urge the BBB to hold Tebra accountable and protect small businesses.

  

  Business Response

  Date: 02/04/2025

  We are sorry for the frustration this has caused this customer. We have researched their account, and our team is making adjustments to resolve this. We have reached out to the customer with more details. Were committed to making this right and appreciate the customer's patience as we finalize everything.

  Customer Answer

  Date: 02/07/2025

  
  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:01/22/2025

  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.

  JANUARY 2023-CURRENT WE UTILIZED TEBRA AFTER PURCHASING KAREO FOR AN EHR SYSTEM-FIRST PROBLEM, IT WAS NEVER DISCLOSED THERE WOULD BE A NEW COMPANY. IN OCTOBER 2023 AFTER USING TEBRA FROM JUNE TO SEPTEMBER, WE WENT ANOTHER WAY DUE TO POOR CUSTOMER SERVICE, POOR PROCESSES, AND INABILITY TO ASSIST IN RUNNING AN EFFICIENT PRACTICE. YOU CANNOT SPEAK TO ANYONE ABOUT PROBLEMS IN REAL TIME, YOU GET AN ANSWERING SERVICE TO MAKE A CASE, AND YOU ARE LUCKY IF SAID CASE IS RESPONDED TO IN A WEEKS TIME. THEY ALSO USE TRIZETTO CLEARING HOUSE, WHOM YOU CANNOT DISCUSS BILLING PROBLEMS WITH, AS THEY WILL NOT SPEAK TO YOU BECAUSE TEBRA HAS IT SET UP THIS WAY, AND YOU HAVE TO AGAIN, GO THROUGH TEBRA ANSWERING SERVICE TO RESOLVE BILLING ISSUES. IN DECEMBER 2023 WE DOWNLOADED ALL OF OUR FILES AND MOVED TO ANOTHER EHR. WE ATTEMPTED TO CANCEL OUR SUBSCRIPTION TO JUST KEEP THE PRACTICE MANAGEMENT FOR SPINNING DOWN BILLING BY ANOTHER COMPANY (READ ONLY ACCESS). WE WERE TOLD WE WOULD HAVE TO MAINTAIN OUR SUBSCRIPTION TO DO THIS. FAST FORWARD, WE CANCEL OUR SUBSCRIPTION 12/2024, CANNOT GET ANYONE TO RESPOND TO OUR REQUEST-IT TAKES > 1 WEEK TO GET AN ANSWER ON CANCELING, AND I AM GIVEN THE OPTION TO MAINTAIN READ ONLY BILLING ACCESS FOR $35 A MONTH. ON TOP OF PORR PROCESSES, CUSTOMER SERVICE, AND OVERALL POOR COMPANY FOR MEDICAL PRACTICE BILLING-THEY OVERCHARGED ME $144 A MONTH TO MAINTAIN READ ONLY ACCESS TO MY BILLING. WHEN ASKED ABOUT A REFUND I WAS TOLD "WE DON'T PRO RATE REFUNDS", AND ARE REQUESTING I PAY MY SUBSCRIPTION FEES FOR JANUARY BECAUSE I NEED TO GIVE THEM A 30 DAY NOTICE TO CANCEL. SO FOR 12 MONTHS I COULD HAVE BEEN PAYING $35, I WAS PAYING ******. $1728.00 TOTAL I DID NOT NEED TO PAY.

  

  Business Response

  Date: 02/04/2025

  We are sorry to hear of the experience this customer had. We have been in contact with this customer to work toward a resolution and are currently waiting on information from their credit card company. We will continue to be available for any further assistance that is needed. Thank you for the opportunity to assist this customer.

  Customer Answer

  Date: 02/05/2025

  The documentation provided about what happened in my case, regarding the decision to maintain a subscription to your company in Jan 2024, is a lie. I was never offered a $35 per month option to keep **. My choices were $50 for read only access to the **** and to maintain ANY access to the ** would require I continue a subscription. Again, customer **** we have interacted with do not understand requests a lot of the time due to language barriers, and likely document an algorithm given the response you provided above. As a company Tebra lacks professionalism and integrity.  You have options to talk to **** (see above regarding that), and never an open dialogue with any specialist departments regarding issues and concerns unless (case and point), it involves your money.  Business is run in real-time. With Tebra there were extensive delays in accessing information and getting the help needed to make that happen.Lack luster means of external office communications with multiple work arounds, that are not efficient and increase risks to patients. Purchased Kareo and went live with it the same day Tebra took over. This information was never disclosed to us. Tebra lacks clarity in what you offer, and integrity as a business. I would not and do not recommend your product to anyone. It took us a whole 3 months to realize the scam in what Tebra advertises. The only reason we maintained the relationship was due to billing spin down, and the need to access previous transactions.The sad part of the entire thing is, it is obvious you all know how dishonest you are, and NO ONE in your company we've dealt with has ever had any obvious intention of being genuinely helpful. The goal of Tebra seems to be to avoid communication, ***** the customer, advertise a product performance you obviously cannot deliver, and without regard to anyone else's organizational health.
  

  

  Business Response

  Date: 02/06/2025

  We have reached out to this customer again to see what further we can do to assist. In researching their account, at the time they called in to cancel, they were still using the software in a way that would make read-only access unavailable to them, including submitting remittances and doing eligibility checks. To resolve this, we are still waiting on information from the customer's credit card company. We will continue to be available for any further questions or concerns.

• Initial Complaint

  Date:01/21/2025

  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.

  We have been using Tebra for over a year and recently opened a second account for our new practice. Since signing the new contract in December 2024, we have faced numerous issues that have severely disrupted our operations and patient care. Tebra has consistently failed to uphold their contractual obligations, engaging in bait-and-switch practices by promising services and features that were never delivered.Communication with Tebra has been extremely poor. They frequently fail to respond to our inquiries, often leaving cases unresolved and our office without support. This lack of responsiveness has led to significant delays and interruptions in patient care. Additionally, there has been a troubling lack of transparency throughout our partnership. We have repeatedly received incorrect invoices with totals up to 12 times the agreed-upon amount of $399 per provider. Despite numerous attempts to address these errors, Tebra has failed to rectify the situation.The onboarding process for the new electronic medical record (EMR) system and billing software has been fraught with issues, and Tebra has provided little to no assistance in resolving these problems. As a result, we have been unable to properly implement the system, which has had a devastating impact on our practices operations. For almost two months, we have been unable to bill or collect payments for patient visits, resulting in significant financial losses.Tebra markets itself as the backbone of a practices success, yet our experience has been the opposite. Their lack of support, transparency, and accountability has not only harmed our ability to deliver patient care but also jeopardized the financial health of our practice. We are filing this complaint to address the breach of contract, seek reimbursement for the financial losses incurred, and hold Tebra accountable for their failure to meet their commitments.

  

  Business Response

  Date: 02/04/2025

  Thank you for informing us of this customer's complaint. We have been in contact with this customer and are working through the different issues that they have been experiencing. We will remain in close contact with this customer until all their concerns have been resolved. We are looking forward to resolving all of this customer's concerns and appreciate their patience and assistance in this matter.