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:09/16/2024

  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.

  Our private medical practice elected to use Tebra's electronic health record in January 2024. The clinical platform has continued to malfunction resulting in numerous patient safety issues. Moreover, the billing portion of the software has continued to malfunction, resulting in clinicians going unpaid and patients being billed incorrectly. For example, today (September 16, 2024), none of our clinicians are able to send electronic prescriptions or receive electronic renewal requests. Tebra has been unresponsive despite numerous attempts from our clinic to reach a timely resolution of this issue. They have provided no resolution for ongoing software malfunctions, such as clinicians receiving messages from patients that are not theirs - this is a HIPAA issue. Additionally, they have not provided a resolution for inappropriate record-keeping as it pertains to accurate ledgers of controlled-substance prescriptions despite this issue being brought to their attention. Because our clinic only recently went through the extensive process to switch *********** we are hesitant to look into other options as switching systems again would likely result in more disruption to our patient care. We are left to try and resolve these software issues on our own, or receive a response from Tebra weeks later stating that the issue has been "resolved," when none of these issues have been resolved. We are trying to use the resources available to us to try and improve the functionality of our current system so that patient safety issues can be minimized in the future.

  

  Business Response

  Date: 09/30/2024

  We have contacted the customer and are working closely with them to resolve all outstanding issues. We will continue working with them until they are experiencing the excellent experience that we strive to give all of our customers. Thank you for the opportunity to serve this customer.

  Customer Answer

  Date: 09/30/2024

  
  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,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:09/13/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Tebra regarding unauthorized charges and issues with a contract that was never validly signed.Details:Contract Issue: Tebra provided a contract with incorrect details, which was mistakenly signed by our CEO. Upon realizing the mistake, we promptly notified Tebra within 20 minutes requesting that the contract be disregarded. Despite this, Tebra has insisted that the contract is valid and has continued to charge us.Unauthorized Payments: Tebra has deducted payments totaling $873.11 from our account over the past two months. These deductions are for a contract that we contend is invalid. We have requested that they void the contract and stop further charges, but they have refused to comply.Communication: We have made several attempts to resolve this issue directly with Tebra through emails. Tebra's responses have been uncooperative, and they have insisted on charging us the full termination fee despite our clear communication about the contract's invalidity.Resolution Sought:Immediate voiding of the contract.Refund of any unauthorized payments deducted from our account.Confirmation that no further charges will be made.This situation has caused significant frustration and financial inconvenience. I am seeking BBB's assistance to facilitate a resolution and ensure that Tebra adheres to fair business practices.

  

  Business Response

  Date: 09/25/2024

  We are sorry for the confusion that this customer experienced regarding their contract. We have been in direct contact with the customer and are working on a resolution that is acceptable to both parties. We strive for the highest level of customer service here at **********************, and we are sorry that this customer did not experience this. We continue to be available for any assistance that is needed and appreciate the opportunity to serve this customer.

  Customer Answer

  Date: 09/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response provided by the business regarding Complaint ID ********.
  
  A representative from Tebra has contacted me and mentioned that they will provide a resolution by tomorrow. I will keep the BBB updated on the situation and inform you if the resolution meets our satisfaction. 
  
  Thank you for your continued assistance.
  
  
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:09/05/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract for TEBRA to provide billing services for my medical practice . TEBRA was never available for training on the software, so training was never done and the software was never implemented and I had to continue using my old billing company to provide services. There was never any services provided by TEBRA to my practice ever. After several months of this. I contacted TEBRA and told them I wish to terminate by contract, because they continue to bill monthly invoices for a service that was never provided ever. They say, "you signed a contract and you have to pay" I said even though you have not provided any service? and they said yes. Then they said if you want to terminate your contract, we will charge you an early termination fee and we will have **** ****** contact you to work out a deal. I have not heard from **** ******. They then tried to charge my bank for ********* The charges were denied by my bank for insufficient funds and they keep trying daily to get the money. I dont believe I should have to pay for services that were never implemented or provided by TEBRA. I went online and apparently, TEBRA has done this to numerous small unsuspecting businesses like myself. I dont believe I should pay for services that were never rendered. ***** ****** NP ************ ***********************

  

  Business Response

  Date: 09/11/2024

  Thank you for making us aware of this situation. We have been able to speak to this customer and their attorney, and they will be working with our Legal Team toward a resolution.

  Customer Answer

  Date: 09/12/2024

  I have spoken with a representative from TEBRA.  The representative states she will consult with the legal team and reach back out.  They asked that a letter be provided to create a means of communication with their legal team.  At this time, the matter has not been resolved and communication has just started.  Because of this, the matter has not been resolved.  This morning, TEBRA again tried to deduct $14,800 from my bank account again, even after our meeting yesterday.

  

  Business Response

  Date: 09/19/2024

  We have been able to come to a resolution that is acceptable to both parties. We appreciate the opportunity to assist this customer.

  Customer Answer

  Date: 09/27/2024

  
  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,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:08/26/2024

  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.

  The Tebra sales **** lie to get you to transfer to their **** Once you have paid all the fees to transfer, then they tell you they dont actually have that capability. First, they say that patient can fill out paperwork online ahead of time and that it integrate with the **** I specifically asked if it would integrate into the note and Kareo said yes. Started using it, it doesnt. Patient paperwork goes to a file that connects with nothing. You need an additional staff to have two screens open to copy and paste everything from the patient form into the section for medical history; open form and copy, then open medical history, paste, save, close. Now open surgical history,copy, paste, save, close. Now open medications, etc. When I confronted my *** she said I was lied to and basically just shrugged and said I always had the option to cancel. Of course I would still be obligated to pay for the full year. The billing is the similar. Everything needs to input manually. Takes a full time person to enter data. I specifically asked about the ability to e-fax and was told it did have that function. No it does not. It never has. Another lie. Had to buy an additional fax line, when part of the reason I chose the Kareo was to avoid extras and have an all in one. The *** has no functionality. They say you can email and text patients but majority of patients are unable to open it. Was told it was a bug on their end. Never got better Trying to cancel has been a hassle. We cancelled and did not pay the bill the following month. They have threatened to send me to collections if I dont pay an additional month. We have not logged in in 2 months. After all the misinformation, do they really need the extra month?

  

  Business Response

  Date: 09/03/2024

  We have reached out to this customer by email on 8/27, 8/30, and 9/3 in an effort to assist the customer, but have received no response. We have also left a message by phone for the customer on 9/3, so far with no response. We will be available to assist as soon as we hear back from this customer.

• Initial Complaint

  Date:08/06/2024

  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 have contracted Kareo/ tebra as EMR for my private practice. I was offered "training sessions" that consisted on receiving links to watch or read how to operate the system by myself. The set up of my electronic prescribing took more than two months. They failed to switch my email for contact and important messages were sent to the wrong email and not seen. During the sales process, no one mentioned the need to use tebra PM, an extremely complicated software. My requests to solve problems were further answered with more links for training. I have been paying for it for two months now, I have pending sessions and claims that I cant bill and I am cancelling sessions on account of that.

  

  Business Response

  Date: 08/19/2024

  We are sorry to hear of the problems this customer experienced during the initial onboarding process. We understand how critical a successful onboarding experience is and how delays in enrollments can impact our customers' practices. We recently rolled out a new onboarding experience, focused on improving our customers time to value and are excited about the positive feedback we have received thus far. Despite this, we understand that this customer still went through a sub-optimal process, and for that, we are deeply sorry. We are committed to improving our service and have several additional initiatives underway to better enrollments and onboarding. We have been working directly with this customer to resolve the issues and will continue to do so for as long as needed.

  Customer Answer

  Date: 08/19/2024

  
  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,
  
  *************************
  
   
  

• Initial Complaint

  Date:07/30/2024

  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 originally looked for a new EHR to replace current EHR because I was looking for integrated efax. My office manager and I spoke with the sales person at Tebra and were told that Tebra has integrated incoming and outgoing efax. We made it very clear that we were looking for an all in one system and that efax was the most important component of this. We were reassured that this was the case. I signed the contract and when it came time to export my data from my EHR to Tebra, I was then informed by the technical/on boarding team that Tebra does not have that capability. We again asked multiple times about this and the sales person reassured us that Tebra has this capability but on boarding and the technical support people said no. At that point, I requested the contract be cancelled but they continue to refuse and continue to try to charge me $780.63/month. I signed the contract on February 29, 2024 and we requested the contract be cancelled.on April ******* and multiple times since then. They refuse to answer multiple emails that we have sent to them as well as copies of texts and emails from them that show they do not have efax (incoming and outgoing).

  

  Business Response

  Date: 08/12/2024

  We are sorry for the confusion regarding our software's faxing capabilities. We do have some faxing capabilities, and we are sorry that these capabilities were not a good fit for this customer. We have been in direct contact with this customer and are working toward a resolution that will be acceptable to both parties. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:07/29/2024

  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.

  Tebra representative *************************** informed us we our LIS system (Schuylab) can be interfaced with Tebra. We have emails from **** stating Tebra has current clients that use Schuylab LIS and are currently interfaced. I signed the contract to get the process started. During the process of trying to get my LIS Schuylab connected with Tebra, I was informed by ************ engineers this would not be possible and Schuylab does not have ANY interfaces with Terbra. We tried to reach out to **** since he was the one that told us it could be done. Once we informed Tebra this could not be done, Tebra stoped responding to us. The amount of time Tebra has spent on our account is approximately 2 hours before signing the contract. We have had one online demonstration with Tebra. We have placed multiple calls to Tebra trying to resolve the issue with no response. Tebra is trying to bill us for $597. for the discounted rate of the contract that they misled us with. There have been NO services provided to us.

  

  Business Response

  Date: 08/07/2024

  We are genuinely sorry for the experience that this customer has had. We have contacted the customer directly, and their feedback has been very valuable in improving our processes for the future. We appreciate the opportunity to make this situation right for this customer.

  Customer Answer

  Date: 08/07/2024

  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/29/2024

  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.

  After weeks of being ignored, poor service, product issues, and trying to implement Tebra, I finally was able to work with a helpful individual on the customer support team. We made an arrangement and set a cancellation date for the end of July. The months following that call our practice has worked to get setup with a new vendor. Today I received a call from their Loyalty Team who tells me that I will have to pay the full yearly contract. This was a 180 from what I was told earlier, and another huge example of Tebra making false promises and under delivering. We operated for months with an mutual expectation that we would be transitioning away from Tebra, only for them to switch at the last second. Not only is this a massive cost to our business, but its so disappointing and draining to have spent so much energy trying to make Tebra work, trying to get ahold of their loyalty team only to hear from them at the last minute to drop a bomb on us. This has been insanely frustrating after different expectations were set and for them to not fulfil their verbal agreements. I will be doing everything I can to advocate for providers and hold them accountable. The product was terrible and the way the company handles their client relationships is cut throat.

  

  Business Response

  Date: 08/07/2024

  We are very sorry for the situation experienced by this customer. We strive for clear communication with our customers, and we regret that we fell short in this case. This customer's feedback has been extremely valuable for training purposes and improving our service for the future. We have been in direct contact with this customer, and have found a resolution that is acceptable to both parties. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:07/26/2024

  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.

  In February 2024 contracted with Tebra, Patient Pop to create and manage a website for private practice. AS agreed, I would pay them $400 a month to maintain the website after it was created. The business did not monitor or maintain the website following the initial creation of the web site and as time passed, I found problems with the website that went unnoticed by the company. The first problem was a link that was supposed to provide my patients with the ability to contact me for appointments. Instead of sending the patient information to my inbox, it directed them to a website called Lemon, a website development company. It could be an honest mistake in the development of the website, but seemed odd that a web developer would have a website development link on my business site. Additionally, if the site was monitored, then why didnt they find the error? The second issue started with patient surveys. I was instructed on how to send surveys and set up the website to accept surveys. Initially I thought the surveys were not being sent out. I spoke with the Patient Pop help desk about the issue at the same time I asked them to fix the link that was going to *****. I also asked that they add a separate link to explain that I see children at my practice. I was assured that the surveys were going out and it was properly set up. It was in fact properly set up, only the surveys were not being sent. Several months passed before we realized that they were not being sent. No one was checking to see if the website was functioning properly. It was only recently discovered that there was a problem with the website, and it is currently being resolved. They do not seem willing to compensate me for lost revenue or for not fulfilling their contractual obligation, so I do not see any reason to continue to contract for services they are not providing.

  

  Business Response

  Date: 08/07/2024

  We are sorry to hear of this customer's experience and are determined to improve the customer experience for them going forward. We have been working with them directly and have been able to resolve all of the issues. We are also working with them on appropriate compensation and credits for the situation. We will continue working with them until all issues are resolved. Thank you for the opportunity to assist this customer.

• Initial Complaint

  Date:07/25/2024

  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 the physician owner of pain management practice with multiple employees. We all have tebra accounts and we pay ********************** over $1k a month. As a pain medicine practice, we often write controlled substances. For several weeks now, the **** has not been working. We must review the **** to stay compliant with state regulations before prescribing a controlled substance. Since this portion of tebra is not working, our workflow has been severely impeded. We now have to look up each individual patient on the state website. I have sent multiple emails, called tebra, and submitted tickets to their support team. It has been weeks! We are paying a fortune for a service that is not being provided. I have had minimal responses and when I do get a response, it is we are working on it. As a result, my practice is losing money from our workflow being impeded and paying for a service not being provided. We should be refunded the money we are paying for a service not being provided and we need to have Tebra working so we can stay compliant with state regulations.

  

  Business Response

  Date: 07/31/2024

  Thank you for making us aware of this customer's complaint. The issue with PDMP reporting was an issue occurring with our 3rd party partner, Dr. ****** We were able to open a ticket with Dr. ***** on the customer's behalf and assist in the resolution of this issue. We appreciate the opportunity to assist this customer.