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: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.

• 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.

  Tebra is a terrible company. Their priority is to collect as much money from their customers as they can even they violate the New York State law that prohibits automatic renewal without properly informing the customer. I notified the company on 1/12/25 that I would like to cancel their service. After two days their cutomer experience manager emails stating that I have to cuff up the monthly primium fees that acannot terminate until 10/11/25 as mentioned below: "If you still wish to cancel before 9/12/25 per your contract date attached, Im willing to work with you on this but it would require an early termination fee which typically consists of half of the remaining payments from the time you wish to cancel. Please see the breakdown below:******* (1/12): $338.52 (this is owed if not yet paid)*February (2/12): $338.52 March (3/12): $338.52 April (4/12): $338.52 May (5/12): $338.52 June (6/12): $338.52 July (7/12): $338.52 August (8/12): $338.52 Total: $338.52*8 = $2,708.16 Early Termination Fee: $2,708.16/2 = $1,354.08 *if ******* was already paid, you would have 7 remaining payments.Thank you and please let me know how you wish to proceed."They acknowledeged that they never inform us since they took over PatientPop (former compnay-who notifies automatic renewal terms) from 2020. I already mentioned and informed them that they violated the *** law 527-a. Unlawful practices. They have broken the law and now all they care about the the money they want to collect from me. New York State law prohibits companied automatically renew contract without properly informing the customer and safeguard from companies taking advantages from the subscribers. I am requesting Tebra to immediately end their unlawful practice and pay back the charges they took out and refund the money they charged without properly informing me. I have given them enough time and explained to them the intend to file the complaint but they kept insisting to pay the services they did not deliver.

  

  Business Response

  Date: 02/04/2025

  Thank you for informing us of this customer's complaint and their feedback. We will soon be adding contract renewal notifications for our customers. We have been in contact with this customer and are negotiating the terms of their cancelation. We recommend that all of our customers be familiar with their contract renewal dates and our Terms of Service, which can be found here: *************************************************************************************** appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:01/20/2025

  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.

  Dear Better Business Bureau, I am writing to file a formal complaint against Tebra regarding their lack of communication and failure to address my request to cancel services. I signed a contract with Kareo/Tebra company for billing, clinical, and telehealth services on 08/29/2024. Since the beginning of the system setup, I have experienced so much trouble with the system functionality, and lack of communication from Tebra support. **************** is very unprofessional, and I am afraid to call because I know they wont give me an answer to my questions. I contacted Tebra on 01/02/2025 and I was informed that I am under a contract, which I was not made aware of to my knowledge. They notified me that If I wanted to cancel, I must pay the remaining monthly payments. The only option was to remove patient experience, which I was forced to choose. I received another contract and after the contract was signed, they sent a new welcome email, and my home page changed as setup pending. I dont want to go through the same setup process again, it was a nightmare. I am left with a system that needs a new setup, and if no setup is re-established, I will not be able to prescribe which was the only thing working for me. I need to cancel; I cant continue paying for a system that is not working and has no support available. I have attempted multiple times to contact Tebra via email but no response. Whenever I call, I am transferred between representatives, and no one is available to answer my questions. Due to these problems and lack of customer support, I have been forced to switch to a different EHR system, resulting in me paying for two services now. I am seeking assistance in resolving this issue and canceling my services with Tebra without further charges. I would appreciate any guidance or support you can provide in addressing this matter. Thank you for your attention and assistance.

  

  Business Response

  Date: 01/30/2025

  Thank you for informing us of this customer's complaint. We are committed to improved customer support here at **********************, and we are grateful this customer has shared their experience so we can continue to improve. We have contacted this customer directly and have reached a resolution that is acceptable to both parties. We recommend all our customers read and understand their contracts prior to signing, including contract terms and the applicable early termination fees. We appreciate the opportunity to assist this customer.

  Customer Answer

  Date: 02/03/2025

  
  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:01/17/2025

  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 attempting to cancel my account. I have been charged. I have a case number and have had zero response from the company. I am never able to talk to the required department. I have been on hold multiple times upwards of an hour with no answer or I am told "that team is in a meeting" or "that team is unavailable"

  

  Business Response

  Date: 01/23/2025

  We apologize we did not respond to this customer's cancelation request as quickly as they would have liked. In our Terms of Service, 30 days' notice is required for cancelation, and our response to this customer's request was within that timeline. Their account has now been canceled. We are happy to assist with any further needs this customer may have.

• Initial Complaint

  Date:01/14/2025

  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.

  PatientPop now Tebra was contracted to manage and maintain website, provide patient satisfaction surveys, manage scheduling for my office. They have provided very little service, no surveys for the past ************************************************************* October 2023. Spoke with ***** ***** and received no confirmation. I continue to receive monthly invoices from Tebra. I contacted Tebra last week and was told ***** L has marked the account as client wishes to continue service which is inaccurate and fraudulent. I was told I would receive a call back from Sr ******* *** Sowei, no call yet. I ended up cancelling my credit card to avoid further charges since my request for cancellation was getting nowhere. I called Tebra again today and made another note, refer to case # ********.this company provides little service at a very high cost, scams physicians across the country.

  

  Business Response

  Date: 01/28/2025

  We are sorry for the confusion this customer experienced when trying to cancel their account. We have contacted this customer, have answered their questions, and are assisting with their cancelation request. We will continue to be available for any other needs the customer may have.

• Initial Complaint

  Date:01/06/2025

  Type:Product 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 was sold on a product that was supposed to assist with all aspects of private practice specifically billing. I called MULTIPLE times trying to speak to someone in person to assist as all of my claims were being denied and many of them had not even been sent to the payers. I was told to stop emailing them, my case was closed! I then called back for help, transferred to so many people and each of them had a different option/solution, none of which worked at all. I called to cancel on 12/12/24 and was told that my account would be closed without penalty on 12/31/24. This never happened and I was sent another invoice on 1/6/24! I called again, was connected and reconnected again. I then received an email stating that the **** could not be cancelled unless I paid them over $1800!!! They conduct such poor business, a complete lack of communication and a breakdown in trust in handling affairs that I depend on for my livelihood. There are so many mixed messages and inexperienced representatives. This process was traumatic and they still refuse to cancel my account.

  

  Business Response

  Date: 01/17/2025

  We are sorry that this customer was not a good fit for ********************** and for the miscommunication that occurred. We are grateful for the customer's feedback and will be using this to improve service for the future. We have been in communication with the customer and have reached a resolution that is acceptable to both parties. We appreciate the opportunity to assist this customer.

  Customer Answer

  Date: 01/17/2025

  
  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:01/03/2025

  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.

  I signed a contract with Kareo, *** and/or a Tebra company for an electronic health system on 3/4/2024. On 3/5/2024 I wrote a letter and rescinded the contract because I found out I had been lied to about the cost of services. On 3/5/2024, I recieved a ***ly "Hello ******,I have created the cancellation request and the case number is ********. A *** from the loyalty department will be reaching out to you regarding the cancellation. If you need anything at all please let me know.I am sorry it didn't work out with Tebra. Thank you ****** ****** Customer Success, Onboarding ************". However, on 4/3/2024, I recieved an email from Jublo White stating that I was due an early termination fee in the amount of $1914.00. I reminded Mr. ***** I had rescinded the contract within 72 hours allowed by Florida Law, but I later found out I was turned into *************************** in ******** ******* for collections. I am dumbfounded. This feels like extortion because it can ruin my credit. Tebra contact address: *****************************************************

  

  Business Response

  Date: 01/10/2025

  Thank you for informing us of this customer's complaint. We have reached out to this customer directly and appreciate their feedback, as this helps us improve our service for the rest of our customers. We have been able to work with them and have found a solution that is acceptable to both parties. We remain available for any further questions or concerns.