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: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,

  
  
  ****** ********
  
   

  
  

• Initial Complaint

  Date:10/31/2024

  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.

  We are ********************** our EMR System thru Tebra (Kareo), we upgraded our system from basic t advanced Effective Jul 24th yet, Tebra were charging the practice $230 for following 2 months *************** thru autopay, we called and requesting for the refund for more than 6 times we always get a same response from CSR either the Supervisor is not available who deals with this case and never contact back or resolve it. Very Frustrated. Tebra Case No: ********.Hope we get some one's attention!

  

  Business Response

  Date: 11/12/2024

  Thank you for letting us know about this customer's concern. We are sorry for the delay in this customer's credit. Our Accounting Team is now working with this customer to remedy this situation. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:10/28/2024

  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 was misled about Tebra ehr at sign up. I was told it is cloud based. It is not the whole billing platform is server based and requires parallels program to run on a MAC. I haven't been able to access for over a week because Tebra will not and has not restored access to the server for me. I can't bill for my services and haven't been able to. When I signed up I told them it would be months before I would start taking insurance and I was told they would hold the personal training time for when I was fully up and running but I had to sign up right away to get a "deal" I was pressured and then one ready to accept insurance they did not train me. Just kept sending me videos which was incredibly time consuming. No ability to ask questions etc. still can't bill with their platform and can't access the server. Communicating with patient in a secure format is terrible. Many times it can't be read of "failed" for unknown reason characters are limited so I waste a lot of time trying to rewrite to change wording to fit it in the space. I waste a lot of time re-entering patient data because data patient enters does not automatically populated into health hx etc. analytics are incredibly wrong so the accounting record keeping is unreliable and has to be double checked. Says I've been over ***** but in reality maybe ***** or so. It is terrible. I requested to not renew and would like out of contract. Contract is year but they have misled have not delivered what they promised and I can't be paid and when paid analytics is inaccurate

  

  Business Response

  Date: 11/07/2024

  We are sorry that Tebra was not a good fit for this customer. We have contacted them directly and are working with them on the cancellation of their account. We are also in the process of creating an improved onboarding experience for our customers, and we appreciate this customer's input. We will continue working with this customer until their concerns are resolved. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:10/22/2024

  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 am being charged for a service I didn't use at all and my account was never active or "live". My assistant signed a contract on 6/28/2024 that she thought was month-to-month because I expressly told her it was. The contract the sales *** was supposed to be sending over should've been month to month. I told the sales *** that I did not want to be bound to an annual contract before being able to use the services. When I realized the contract was annual I tried to call customer service and submit cases to cancel and no one answered. I waited for my first out of four sessions with an onboarding specialist. Her primary language is not English, so she could not answer questions in a way I could comprehend. . The initial sales *** mis***resented the services ********************** could provide. I am a virtual practice seeing patients in multiple states. Their scheduling system is not set up for this without becoming disorganized. During this onboarding session, I told the service *** ********************** wasn't a good fit and that alot of the information was mis***resented. I had serious concerns with an onboarding specialist who will be hard to communicate with and with scheduling, lab connection, service/practice locations, e-scribing, and *** setup. I had no success with customer service in the past so I reached out to the onboarding specialist and sales *** to cancel again 7/21/24. She gave me a case number of the cancelation submission, case number ********. I called the cancellation department number given to me; ************, multiple times with no success and the line would often be disconnected. I then noticed my account became locked; account ID: ******. I finally spoke with someone who said as long as they had my credit card information they consider that as good as signing a contract. She said I would hear from someone in a week. The next email I received was 8/16/2024 stating I owed an early termination fee of $1,392.

  

  Business Response

  Date: 10/25/2024

  We are sorry that Tebra was not a good fit for this customer, and for the confusion regarding their contract. We have reached out to the customer with a resolution that we feel will be acceptable for both parties. We are grateful for the opportunity to further assist this customer.

• Initial Complaint

  Date:09/25/2024

  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.

  In May 2024, ********************** started the migration process to Tebra as our new Electronic Medical Record. We closed the clinic for a few weeks in May to complete the migration, but as of September 25th, 2024, we are STILL waiting for the import process to be completed. Our experience with Tebra has been unsatisfactory at best. Their customer service has been the most unprofessional of any organization with which our team has worked, blaming our team for ***** in their system or delays in onboarding. Our team has been stalled in moving forward to serve our community, because Tebra has not finished the import process of our patients' information. Our waiting list is now 15 pages long, and we have patients who need to be seen immediately. We have put in ticket after ticket and reached out to supervisors with little to no response or empty promises made. Throughout this entire process, we have been charged over $500 per month to have access to Tebra, without the ability to use it for patient care. We are aware that other EMRs were merging to form Tebra, but between the less than satisfactory onboarding, delay in import, and sparse communication, we have been financially burdened and our patients have been adversely affected. We need the import to be finished immediately so we can start seeing patients once again, and we desire a refund of all payment up until the time we are able to use it to see patients.

  

  Business Response

  Date: 10/01/2024

  The data this customer has requested is not part of the standard sets we currently import. However, our engineering team is working to create a script that will allow us to import this data for the customer. We will continue to update the customer periodically on our progress.