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:01/21/2025

  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. 

• 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,
  
  ****** *******