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:01/03/2025

  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.

  Tebra has connected a booking link to our site which is broken and refuses to remove the link stating that I am not a customer and that they do not trouble shoot with ******. I contacted ****** and they state they cannot remove the link until Tebra removes the connection. This is standard practice for companies to remove the link on their end.

  

  Business Response

  Date: 01/22/2025

  We have been in contact with this customer and are working together with them on this issue. We will continue working with them until this is completely resolved.

  Customer Answer

  Date: 01/23/2025

  
  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. The company has corrected this in a timely manner and I appreciate their prompt solution.
  
  Regards,
  
  ***** *********
  
   
  

• Initial Complaint

  Date:12/18/2024

  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.

  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. Since November 2024, I have attempted multiple times to contact Tebra via email and phone to cancel my services. Unfortunately, my efforts have been met with no response. Whenever I call, I am transferred between representatives and told that the appropriate person is unavailable. I am assured that someone will return my call, but this has not occurred. Moreover, I was recently informed that I am under a contract, which I was not made aware of to my knowledge. I was never provided a renewal notification. Due to this miscommunication and the ongoing lack of customer support, I have been forced to switch to a different Electronic Health Record system, resulting in me paying for two services simultaneously. I am seeking the BBB's assistance in resolving this issue to cancel my services with Tebra without incurring further charges. I would appreciate any guidance or support you can provide in addressing this matter. Thank you for your attention and assistance. Sincerely, ****** K. ****, CRNP, FNP-C

  

  Business Response

  Date: 12/20/2024

  We are sorry to hear about the issues this customer had in canceling their account. We have reached out to this customer directly, and their account is now canceled as requested. We appreciate their feedback and are using this experience to improve the support process moving forward. Thank you for the opportunity to assist this customer.

• Initial Complaint

  Date:12/13/2024

  Type:Customer Service 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.

  Complaint Against: Tebra Technologies, Inc.Nature of the Issue:I run a medical clinic and was assured by a Tebra sales representative that my clinic's practices align with Tebra's features, including Tebra Payments. Based on this assurance, I onboarded with Tebra as my EHR and began my Tebra Payments application on November 22, 2024. Tebra ************* stated their Payments team would reach out within ***** business hours, but I only received contact on December 6, 2024an email asking me to resubmit the same application I had already submitted.The next contact came on December 10, 2024, when I promptly responded to their inquiry. On December 12, 2024, Tebra Payments informed me via email that my application was declined, referring me to a third-party company, ******, for processing. This email was sent at 4:21 PM PST, 21 minutes after Tebras customer care lines closed, preventing me from seeking immediate clarification or resolution.Since then, I emailed Tebra Payments and ************* for assistance but received no response. On December 13, 2024, I called ************* at 8:00 AM PST and was assured a supervisor would follow up at 2:00-3:00 PM PST same day, but no one did.Tebra's service has been unresponsive and unprofessional. Despite their promise and advertising stating setting up Tebra Payments in 7-10 business days, my experience has shown delays, inconsistent communication, and no proper resolution. As a result, my clinic has been unable to process patient payments for over three weeks, causing financial strain and increased patient balances.Steps Taken to Resolve the Issue:- Contacted ************* seven times over three weeks, spending 4+ hours on calls.- Emailed Tebra Payments and ************* multiple times.- Created ********************** ************* Cases.- Contact began November 22, 2024; last interaction was December 13, 2024.Tebras failures have significantly disrupted my clinic's operations, delaying payments and creating financial strain.

  

  Business Response

  Date: 12/20/2024

  We have reached out to this customer and are arranging a phone conversation with them soon. We have also offered an alternative payment option to use our system integrated through ****** and will work with this customer to see if this option might work well for them. Unfortunately, there are some rare circumstances where the services one of our customers provides may not be approved by our acquiring bank. This situation is unusual enough that the sales representative may not have been aware of this possibility. We will ensure our sales representatives are educated regarding this for the future. We want this customer to be successful using our software and will continue to work together with them toward this goal.

  Customer Answer

  Date: 12/26/2024

  I'm expressing my continued dissatisfaction with the overall approach and lack of proactive resolution.?
  ???1. Lack of Responsiveness and Proactive Action?
  Despite my initial complaint clearly outlining my goals and including my contact details for direct communication. Only have received an email. I'm tired of emails. My repeated attempts over the past weeks to resolve this matter through direct emails have also gone unanswered until now. This lack of timely follow-up is disappointing, especially given the significant hours Ive already invested speaking with Tebras customer service without seeing tangible outcomes.
  
  ???2. Reactive vs. Proactive Support
  ?It is concerning that Tebras response came only after the BBB complaint was filed. This contrasts starkly with the delayed or non-existent follow-up Ive experienced when raising issues internally. For instance, while your team is now focusing on the BBB complaint related to Tebra Payments, a separate but related issue concerning the removal of a provider from my accountone that directly impacts billingremains unresolved despite weeks of waiting.
  ???3. Customer Experience Perspective?
  Let me reiterate: my dissatisfaction is not with Tebras software, which I find effective, but with its customer service. The lack of consistent communication and resolution processes undermines the otherwise positive aspects of your product. It creates an impression that swift responses are prioritized only when external accountability is involved, while internal complaints face prolonged delays.
  In simple terms, I expect a clear plan for a refund, given the unacceptable delays and the considerable time I have spent trying to resolve this matter. I also expect a reduced monthly rate to reflect the demonstrated shortcomings in customer service. 
  
  Additionally, I request a dedicated customer representative to promptly address the unresolved issues I have logged internally, such as the removal of a provider from my account.

  
  

  

  Business Response

  Date: 01/10/2025

  We have had a phone conversation with this customer, and are continuing ongoing communication through email. We are working with them directly regarding customer support expectations/experience and the credits available for their account for the delays. We are glad the customer is enjoying the software, and are committed to an improved customer support experience for them and for all of our customers.

  Customer Answer

  Date: 01/14/2025

  
  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.

  Tebra's representative following opening this complaint has been highly engaging, helpful, and accommodating.
  
  Regards,
  
  Gurjoban *****
  
   

  
  

• Initial Complaint

  Date:12/10/2024

  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 am submitting a formal complaint against Tebra due to ongoing unresolved issues that have significantly disrupted my business operations and damaging my reputation. Despite repeated efforts to address these concerns, Tebra has failed to provide adequate support or timely resolutions.Our business is currently unable to accept credit card payments from new clients, which directly impacts our ability to onboard and serve them. Additionally, the inability to perform custom reporting has obstructed essential business operations. These disruptions have caused significant workflow challenges and diminished the quality of service we provide to our clients.Over the past month, I have initiated multiple support cases and followed up with daily calls, yet there has been no meaningful progress. Tebras stated response time of ***** hours has been repeatedly exceeded, and attempts to contact my account representative have gone unanswered. The lack of communication and accountability from Tebra has left us without solutions to critical issues.The companys disregard for customer concerns has caused financial and operational harm to my business. I respectfully request the BBBs assistance in resolving this matter and holding Tebra accountable for their failure to deliver on their commitments.

  

  Business Response

  Date: 12/20/2024

  We are sorry to hear of the issues this customer has experienced with inputting payment information. Our Engineers are actively working on this issue and expect to have it resolved very soon. We have reached out to the customer and have provided a direct contact in Customer Support for followup on this issue. We will continue to update the customer actively until this issue is resolved.

  Customer Answer

  Date: 12/21/2024

  
  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,
  
  ****** *******
  
   
  

  Customer Answer

  Date: 01/10/2025

  Why you are rejecting the business' response- The company has not responded or provided updates as they said they would, we have now not received any communication for 30 days. 

   
  -Mention any additional concerns you would like the business to address- I am still needing a resolution to our presenting concerns that we initial shared, plus I additionally would like the business to follow through with their action plans as they provided. Based on the lack of communication resulting in business operation barriers for myself, we request to have 1-2 months of service credited to our account. 

   
  -Restate your desired resolution- The presenting issue of adding credit cards to patient accounts still needs to be addressed, with a viable solution that does not impact our business operations any more. 

  

  Business Response

  Date: 01/23/2025

  Thank you for providing this additional information. We have been able to correct the communication issues and have been updating the customer more frequently on the progress of their request. We will continue working with them with frequent updates until this has been completely resolved.

  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:11/29/2024

  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.

  We signed up to use Tebra payments about 6 months ago. The past 3 months near the end of the month our payouts have been delayed past the typical 2 days. Deposits were deposited following business day once calling in. This month payments stopped coming in on November 21 and as of today Im owed 18k in payments with still no ********* company has gone 2 weeks without receiving the funds we billed customers for for past two weeks. There is no legitimate reason why this keeps happening. Their policy states 2-5 business days and they are clearly past that on numerous pending payouts. This is a great concern to the integrity and financial status of this company and i believe it needs further escalated investigation. The damages this error caused my company almost put me out of business and i had to go into debt to temporarily resolve the issue. The company is not remorseful and has offered no compensation for this massive problem including the money Im rightfully owed.

  

  Business Response

  Date: 12/09/2024

  We sincerely apologize for the payout delays that this customer experienced. We understand the significant impact this has had on their business, and we take these disruptions very seriously. The issue was caused by an error on the part of our banking partner. A processing error by our banking partner impacted the timely transfer of payments to customer accounts. Once this issue was identified, our banking partner immediately reversed the erroneous hold and released the funds. Once the funds were routed to the correct account, ********************** took the required steps to appropriately get them back to our customers. All held and subsequent payments were processed and transferred successfully, and our payout schedule returned to normal. We are actively implementing enhanced systems to monitor for such errors and address them more quickly in the future.
  
  We have attempted to contact this customer several times to discuss their individual situation, and have yet to receive a response. We emailed them on 12/2/2024, 12/3/2024, 12/4/2024, and 12/9/2024, and called them on 12/3/2024 and 12/4/2024. We have left voice messages with no response. We encourage this customer to respond to our request for a phone call so we can discuss a complete resolution for their account.

• Initial Complaint

  Date:11/27/2024

  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.

  Date of Transaction: 08/05/2024 The amount of money paid: $716.00 The business is committed to providing a platform for telehealth The business was reached by telephone on several occasions, more than six different times from September to now.The platform was set up wrong and could not be used. It has not been functional since it was set up in August of 2024. A request was made for the account to be canceled and funds reimbursed since Tebra has not been able to fix the problem. Tebra did not update the account to make it functional and, did not cancel the subscription to stop the monthly billing. Tebra gave the consumer three different case # tickets however, they did not follow through on any single one of those case tickets until Nov 22 when they sent a follow-up email. The emails they claim to have sent were not seen because Tebra sent them to the wrong email instead of the email they had been given for communication purposes. The last invoice received for the nonfunctional account is today 11/27/24 for $22.11. The bill was returned because the consumer's credit card on file was canceled.

  

  Business Response

  Date: 12/09/2024

  We are sorry to hear about the confusion this customer experienced. When we log in to this customer's account, everything is fully functional and working correctly. We have reached out to them, and the customer could not take the time to show us the issues they say they have been experiencing. We have canceled the customer's account as requested and according to the agreement that they signed. We remain available if this customer wants to share more about the issues they say they have experienced for further resolution.

  Customer Answer

  Date: 12/09/2024

  Tebras decision is not acceptable. From the consumers endpoint the said account is non functional. It still crisscross with another account.

  ********************** had several opportunities to resolve the issue prior to the BBB complain. There are 3 case tickets to prove that Tebra was unable to resolve this issue in a timely manner and for this reason, the account endured other expenses from other platforms attached to this account. ********************** should reimburse the consumer for the months that this account stayed nonfunctional.

  Tebra does not say whether the account is cancelled and funds reimbursed.

  Tebra is still sending bills for this account as of 12/09/24

  The original request was for a cancellation and reimbursement.  This consumer has not received any cancellation notice  from Tebra.

   

  

  Business Response

  Date: 12/12/2024

  We have reached out to this customer again and have asked them to show us the issues with their account or provide us with the case numbers in question. When we log in to their account, everything is set up correctly and functioning as designed. The customer is unwilling to show us any issues or send the case numbers and has informed us that their legal counsel will be continuing the discussion. We have provided the information to contact our Legal Team and will assist further once their legal counsel reaches out. We have canceled their account as per the signed agreement and have sent them confirmation of cancelation.

  Customer Answer

  Date: 12/18/2024

  For 4 months I was the one initiating calls for this account to be fixed or cancelled. As of the date of the first complain to BBB, the account was still not running yet Tebra kept sending bills upon bills. August to November was enough time for Tebra to resolve the account mixup. Their technicians acknowledged the errors and kept postponing my calls with case ticket numbers. Anything done to fix this account after my complaint to BBB is not valid. I had asked for the account to be terminated before I launching a complain with BBB.

  From the onset. Tebra billed for multiple accounts which is prove my account crisscrossed another. A call was placed to Tebra, they rectified the billing, and tried separating the account from crisscrossing with the other account. However, the two accounts somehow still had features that were mixed up.  Tebra should have records of the calls, multiple case tickets and emails concerning this issue. Their client shouldnt be the one providing such.  If they claim this account was running smoothly, why the initial billing for multiple account set up? 
  The account is disabled however, Tebra is still trying to collect more money for services they did not provide.  This client will move on with this case. 
  
  

  

  Business Response

  Date: 02/27/2025

  On February 26, 2025, we reached out to the customer once again, requesting clarification regarding their claim that the account is nonfunctional. Despite our request, they have declined to provide further details, such as screenshots, videos, or additional information. Upon reviewing the account, we found that it was properly configured and fully functional.

  On December 10, 2024, the customer was notified by email that their account had been canceled, and the early termination fee was applied in accordance with the terms of the signed contract. Given that the account was fully operational at the time, there is no justification for a reimbursement or waiver of the termination fee.

   Additionally, on February 26, 2025, we invited the customer to provide the necessary documentation so we could re-evaluate this decision; however, they are unwilling to provide this information. We have thoroughly reviewed all prior support cases, but no relevant details are documented in those records. We also requested that the customer provide case numbers for any instances they believe support their claim, but they have declined to do so.

   We remain committed to assisting the customer and are willing to further investigate the matter, but we are unable to proceed without their cooperation in providing visual evidence or scheduling a Zoom call to assess the reported issue.

• Initial Complaint

  Date:11/21/2024

  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 EHR/PMS Tebra added old providers to our account and charged us for services that we did not use. When we called to have the charges reversed it took 1 month for someone to respond with an answer and then we were told that they would only refund us for a portion of the over charges which amounted to $4,343.44. We were never credited as they said for any of the overcharges. I asked for a written copy of resolution which was never provided. We were also told that our account would be credited/not charged for a couple of months due to this and we have continued to be billed each month. We should not have been charged for services we did not use because they added them to our account. These providers that we were billed for had not been active with our practice for over 5 years, and they still would not refund us the overbilled amount despite the fact that we didn't use the EHR/PMS system for these providers during the time they billed.

  

  Business Response

  Date: 12/05/2024

  We are sorry for the inconvenience this customer experienced regarding the old providers on their account. These providers are removed, and the credit that the customer was promised is on the way. We are also working to ensure this type of mistake does not happen again. We will continue working closely with this customer until they have experienced a complete resolution. We appreciate the opportunity to assist this customer. 
  
  

• Initial Complaint

  Date:11/19/2024

  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 a contract with Tebra EMR in 07/2024. I was very misled on services provided by Tebra. There is an onboarding period with some videos and minimal training, which is very subpar. I have spent many hours on the phone with customer service attempting to implement services I was advised Tebra provided. I have yet to be paid through billing, I have not yet been able to set up secure payments through Tebra. Several emails and request for call back for EDI enrollment with no response resulting in no EDI enrollment set up. I've been advised I would get a web page and I have yet to be instructed how to use or set this up. My account manager refused to respond to emails. I feel that I have been scammed.

  

  Business Response

  Date: 12/02/2024

  Thank you for making us aware of the customer's concerns. We have been in contact with the customer, and they are now able to accept payments through online billing. We are also assisting them with the *** compliance that is required with our 3rd party partner. We will continue to work with the customer on this and other questions that they have until they are satisfied with the resolution. We appreciate the opportunity to assist this customer.

  Customer Answer

  Date: 12/03/2024

  I am working with Tebra to address and resolve issues.  There are issues still not resolved, and I would like to keep this case open until I get complete resolution. 

  

  Business Response

  Date: 12/19/2024

  We have continued to work with this customer, and their concerns are being resolved. We will continue to assist them with anything else that may arrive. Thank you for the opportunity to serve this customer.

  Customer Answer

  Date: 01/07/2025

  In the last month I have spent over 8 hours total in phone calls attempting to fix issues.  It took approximately 4 weeks to be able to prescribe controlled substances. After 3 weeks of working on issue to send patient statements, I simply gave up and hired an outside company to do all billing.  Working with Tebra has been the worst experience I've had as a provider.  I am absolutely demanding reimbursement for the equivalent of 6 months as this EMR has NEVER fully functioned in a meaningful way and I have had lost revenue due to excessive time spent on the phone trying to solve problems with no actual resolution and now I have had to outsource a third party to do the work for me.  I request Tebra reimburse $1000.00  

  

  Business Response

  Date: 02/14/2025

  We are sorry to hear this customer has continued to have trouble using our software. We can see that they have not yet completed their online training, and many of the questions and issues they have experienced are answered in the training. We have contacted them directly, have encouraged them to complete their training, have shown them the website that was set up for them (which they already knew about and had added to their ****** Business Profile), and are assisting with other questions and concerns that they have. We will continue to work with them and assist them with learning the software.

  Customer Answer

  Date: 02/18/2025

  I continue to work with tebra.  Not all issues resolved. 

  

  Business Response

  Date: 02/28/2025

  We continue to collaborate closely with this customer and are nearing the resolution of their current concerns. Significant progress has been made, and we appreciate the opportunity to contribute to their success with Tebra.

• Initial Complaint

  Date:11/15/2024

  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.

  Hello. I am a small , female veteran owned ********** company in ********. I signed up for Tebra to use as an electronic health records solution for my business. I had concerns prior to signing, but was assured by the sales *** that any technical issues have been resolved after the merger of their two companies and health care providers do not experience downtime any longer. I was also told that customer support is accessible and will respond same day or next day for non-emergent issues. Both of these are untrue.I have experienced downtime, difficulty logging in, support tickets that go unanswered. My provider profile page is inaccurate despite me attempting to fix it myself while also submitting tickets. I simply asked to be let out of my contract as I was also under the impression the first two months were free and a trial period. I was informed that was not the case and even though I have no patients in the system and was within the first two months of what I thought was a "trial period" that I would have to pay the full balance. I believe this is so wrong. The company is not providing the service that was sold to me prior to signing. All I am asking is to cut ties with them and accrue no further charges. It is not as though I have been using it for several months and am asking to be let out. This is still in the very early stages. They absolutely have the capability to cancel and charge no further fees but are refusing to do so. I am just at a loss. I cannot trust this platform with my business and they want to continue to charge me almost $300 a month for something I won't even use as it is not reliable. They are saying it will cost me $2988 to end and it's ridiculous. I'm not even 60 days in and have no patients in the system!

  

  Business Response

  Date: 11/19/2024

  We are sorry for the confusion that this customer experienced. We don't have any free trial periods here at Tebra. We do sometimes have a promotion where you get 2 months for free when you sign a contract, and that is the promotion that this customer received. We have been in contact with this customer and have negotiated the cancelation of their account. We are sorry that Tebra was not a good fit for this customer.

• Initial Complaint

  Date:11/07/2024

  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.

  -Date of Transaction 10/28-2024 -Spoke with sales person with regard to my decision to shop for an ER that was move in ready & And all inclusive -One page contract issued with lots of attached linked addendum document -Contract timeline was for 14 months, which included two free months of which I am only in week two of -I have worked to set up this business and filed a survey complaint against the account manager, who has not been helpful--I was upfront and I have clients in the queue. I am currently unable to collect money or see patients as the software system is in the control of my account manager who is required to set things up in my practice.-There was a no communication on the 2 months timeline to set up get the software active -I shared one that I had clients in the queue and was ready to go -I reached out immediately to sales to request change in account manager-This was done on Monday, November 4th -I filed a case to cancel within this free period of two months-A case was created and the person I spoke with was unable to help or assist me and stated I needed to speak to a specialty loyalty customer service person who worked PCT 5 AM to 12 PM -I am on ECT -I Consistently did what they requested me to do within hours of the request -Not once did ****** ,account manager offer detail with to duration and timeline this would take to get up and running -This has inhibited my ability to make money, and I have lost three of the five clients to another provider -I requested information from ****** on Monday, 11/4 which I received an email reply. Im out of office. Ill look into it tomorrow.-I desire to cancel this contract. I have not used The software for patients. its not ready yet. The majority of the processes required in order for patients to even be seen through this software system. I called to cancel. I was told I was required to pay 14 months at 175+ a fee.-I am OK with giving them $174 the agreed-upon monthly fee and to Cancel for any work

  

  Business Response

  Date: 11/08/2024

  We have contacted this customer and appreciate their feedback on our onboarding process. They have been given a new onboarding specialist and are scheduled to meet with them very soon. We will continue working with this customer to get them set up as quickly as possible and assist with any further needs.

  Customer Answer

  Date: 11/08/2024

  
  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.

  I was contacted by the manager and he and I spoke and he was very customer. Service oriented comment recognize and identified my concerns and rerouted me and connected me to a new account manager to whom the communication and the meeting was set up within the half hour after we ended our call. 

  I appreciate him his name is **** and I also want to recognize Chrystian For informing and taking my concerns, seriously, and escalating them to the manager of the on boarding system.

  Thank you kindly,

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