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:07/16/2024

  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.

  Last year we were unhappy with the service they provided (as our website host) and the amount they charge us monthly and wanted to cancel. We did not know they automatically renew the contract if we dont call within 30 days, so we were stuck with them for another year. They fixed our website for the time being and we put it on our calendar to make sure we canceled before August 8th, 2024.July 2, 2024 my office manager sent an email to customer service, it bounced back advising we needed to log onto the website or call. Their website doesnt have an option to cancel so she called customer service to cancel. The representative she spoke with advised we were in the timeframe to cancel and a manager would call us back within seven business days. Seven business days passed and my office manager called again on 7/9. They advised they would escalate and have somebody call us within a day or so. No one has called us, so she called again today. The representative she spoke with advised they did not receive anything in writing and we were passed the 30 days to cancel.This is second time they are doing this to us and we are extremely upset with them! We want out of this contract and no longer want to use them as our website host. We want them to cancel our contract and not renew. They charge us $343 a month and are not very truthful. It feels like they say things and give us the run around to end up scamming us in the end.

  

  Business Response

  Date: 07/18/2024

  We are sorry for the confusion regarding this customer's cancellation. We have been able to contact this customer and resolve this issue. Their cancellation is now being processed as the customer has requested. Thank you for the opportunity to assist this customer.

  Customer Answer

  Date: 07/19/2024

  
  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:07/13/2024

  Type:Billing 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 putting in a complaint against Tebra because they charged me for two providers in my private practice at a much higher rate than what they charge me and these two providers had not even started seeing patients. In May, I asked Tebra to add a therapist and a nurse practitioner to my practice and they did not give the option of adding them as a "low volume" or "high volume" provider. They just put them both in as high volume, which is an extra $130 for each. I asked for a breakdown of the bill, which was not provided, but was told that I got charged $260 for each new provider and I usually get charged $130 for myself.

  

  Business Response

  Date: 07/24/2024

  Thank you for notifying us regarding this customer's complaint. We have been in direct contact with this customer and have been able to assist in correcting the providers that were entered into the system as high volume. We have also been assisting with some other questions for this customer and will continue to be available for any other questions or concerns.

• Initial Complaint

  Date:07/09/2024

  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.

  This complaint is with regard to the medical billing and charting software called Tebra. The short story is that they told me that they would provide insurance credentialing and enrollment so that I could use their billing software. In order to sell me the software, they told me they could do all this in the price they were quoting, all to turn around afterwards and reveal that they only do enrollments and not credentialing. For context, the first step in medical billing is insurance credentialing, then enrollments, and then you can bill. I was told later that they actually refer credentialing out to an independent credentialing company with a separate fee instead of this being part of their companys description which is what they represented to me when I was signing up. I also found out later that this involves a much more lengthy timeline of 6-12 months, leaving me unable to use their product at all. I have asked them to cancel this product on multiple occasions when I realized I would not be able to use the service at all. Obviously, no one in their right mind would sign up for a 12 month contract for billing software that they cannot begin to use until 12 months later. I am a medical doctor and asked a lot of specific clarifying questions before signing up, but was lied to. I cancelled before my first bill and before ever using the service and now they are trying to collect an early termination amount that is roughly equal to the entire amount I would have had to pay for the years subscription including insurance credentialing and enrollments ($3,348.31) without providing any service at all. I brought this to the attention of my credit card company who resolved this dispute in my favor and has withheld any payment from them. Tebra is now saying they will refer me to collections. I would like the BBB to please have them just leave me alone. They have not provided me any service so I have nothing to pay them for.

  

  Business Response

  Date: 07/22/2024

  Thank you for notifying us of this customer's complaint. We are sorry for the confusion this customer experienced regarding credentialing. Typically providers are already credentialed prior to coming to us, so we have used this experience to provide training opportunities for our employees. We have been in contact with this customer and have negotiated the cancellation of their account and their early termination fee.

• Initial Complaint

  Date:07/02/2024

  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 Psychiatric Nurse Practitioner who was looking for a new electronic health record. After talking to several companies Tebra offered me the lowest price for both the *** and billing software. They stated that it would be $149 a month for both and that would cover everything I needed.Later they told me there would be an additional fee for having a collar physician who wouldn't be using the software only accessing.my chart to cosign 5% as is required by law in my state The first month I was charged I didn't even have acess to the platform or anyway to transition my current patient information to my new ***. The second month they started providing me with traning This is when I was told there would be an additional $500 to import my files from my old ***. I had to create the zip file they were going to import myself they would only do the bulk import of the zip file containing 41 patients. They said I could do it myself and save the money. I wasted 2 days on this. There is no way to do it and they backtracked later. They also failed to inform me that it was separate process to prescribe controlled substances. Now I have patients needing a refill and if you stop a benzo suddenly you can have a seizure. So they are not just unconvincing me now but causing harm to my patients. This process is also another $75. I was told that if I allow them to do the data import it would take no more than 14 days, but the information has been sitting in the share folder untouched for 12 days now. I was literally told today that I slowed things down by calling Customer support with an issue instead of the tech staff handling my account whom I had been trying to reach for 3 weeks.I have now paid for 3 months on a product I can't use with almost $600 in hidden cost that *** cost a human life.

  

  Business Response

  Date: 07/16/2024

  We are sorry for the confusion that this customer experienced while trying to move their patient data to Tebra. We have reached out directly and have been assisting the customer through this process, and will continue to work with them until this is complete. We appreciate this customer's feedback and are using the information for training purposes and to improve the experience for future customers.

  Customer Answer

  Date: 07/16/2024

  I was told in an email after our original meeting by the lead person of my data import that all items exported from my previous EHR would be imported into Tebra. She included in that list the steps they would take. The 9th step was to attatch all chart notes an documents to each patient's individual chart. As explained in my original complaint she also said I could do this myself if I didn't want to pay them which later turned out to be untrue when it came to the notes.  So I had no choice but to use their data team. The zip file sat in the shared folder for 2 weeks untouched. It took close to 5 weeks before I finally recieved an email that it was completed. Upon receiving it I found they only did what I had already had been doing myself. Only my patients medications and diagnosis were imported. Nothing else. When I stated this. The Tebra staff handling the BBB complaint stated that there was no way for them to bulk import the notes and they have to be done individually (hundreds of them) and that she coukd walk ME through the first few. I specifically hired them to do this. I was specifically told that they could do this, and now after waiting 6 weeks and alot of time with them I don't have to spare they are telling me to do it myself!

  

  Business Response

  Date: 07/18/2024

  This customer's patient chart notes and documents were included in their import. We are sorry for the confusion regarding these notes. We have educated the customer on how to find these notes within Tebra. We continue to be available to assist with any other needs.

• Initial Complaint

  Date:06/30/2024

  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 a nurse practitioner who uses Tebra as my EHR. This platform is costly and by far the worst I have ever worked with. I frequently get kicked out of notes only to discover that they were not saved. Multiple patients have complained about inability to log onto the telehealth problem and I have noticed a lot of issues with it as well. Overall I would not recommend this EHR unless they fix their issues. The company really should pay attention to the amount of negative feedback they get and resolve this with their IT department to create a better product. Things to address are: Not kicking provider out of notes randomly without saving Work on having the note save in the event that the above occurs Improve telehealth or allow customers the option to incorporate their zoom link instead I have many issues but these are the ones that come to mind at this moment. Simple practice is good but I went with tebra because you can integrate labs and prescribing, however it has proven to not be a good decision thus far.

  

  Business Response

  Date: 07/12/2024

  We have met with this customer and are working toward the resolution of the issues that were discussed. We appreciate this customer's feedback and assistance to improve Tebra and our products.

• Initial Complaint

  Date:06/16/2024

  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.

  Have contacted Tebra/Kareo multiple times, submitted multiple ticket requests and have called the **************** line without success of a resolution. I would like to stop using their services and be reimbursed any charges billed after my initial request to discontinue services.

  

  Business Response

  Date: 06/25/2024

  We need further clarification from this customer to find a resolution for their account. We emailed them on June 18 and June 25, and left a voicemail on June 25, all without a response. We are happy to assist this customer as soon as they are ready and will continue to attempt to contact them.

• Initial Complaint

  Date:06/16/2024

  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.

  We are a small tele-health that signed up with Kareo (which we quickly found out actually is Tebra) in Jan 2024. After doing our due diligence and asking our sales agent ****** and our onboarding manager *************************** crucial questions directly regarding our business model, several times, we later came to find that we were blatantly lied to throughout the whole sign up process. During the initial sales calls and discussions with your sales agent ********* we were assured multiple times that Tebra had the capability to work seamlessly with a compounding pharmacy and integrate with telemedicine companies that operate 100% remotely. It turns out both of answers are NO. Again through the onboarding process, we asked the same exact questions to ******, and again were assured that we would have ZERO issue.As a result of these lies and misrepresentations, we were unable to utilize Tebra's services as intended, thereby rendering the contract null due to a material breach. We immediately requested a full refund. Instead we were charged for $1050 for 3 months of service, and an early termination fee of $3499. It's worth noting that our initial sales calls were recorded, and we have documented evidence of the false claims made regarding Tebra's capabilities from the aforementioned Tebra employees. We understand that there may be terms regarding early termination fees outlined in the contract, but given the circumstances of this breach, we believe these fees should not apply. We were hopeful that Tebra would handle this matter fairly, however they have done just the opposite. They continue to seek an early termination fee of $3499 for an EMR service that we could NEVER USE ONCE! Stay away from this company and their deceiving business practices.

  

  Business Response

  Date: 07/02/2024

  Thank you for making us aware of this customer's situation. We have been in contact with this customer directly and have come to a resolution that is acceptable to both parties. We are grateful for the opportunity to assist them. 

• Initial Complaint

  Date:06/11/2024

  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 reached out to Tebra in March 2024. I was looking for a software company that could help our small mental health company process billing because the one we were using got shut down because of the cyber attack on Change Health. I talked to **** the representative from Tebra/Kareo. He told me they could bill the insurances that we needed to bill. In the process I signed the contract on March 26, 2024. I reached out to the insurance that we needed to bill and found out that no company could bill for services until Change Health fixed the problem on their end. I told **** that we decided to wait instead of using Tebra/Kareo. He told me that we had signed a contract and that we had to stick to it even though we had not even used the service. Today is June 11, 2024. I get a charge on my credit card for $761.17 even though we are not even set up in their system or never used the service. Most companies Like Tebra/Kareo have a termination clause in the contract with written notice of 30 to 60 days. Tebra/Kareo has a early termination penality that charges more than the initial contract if you just paid it out. I think this is a deceptive practice. I am requesting that the money be refunded and the contract terminated.

  

  Business Response

  Date: 06/25/2024

  We have reached out to this customer and are working with them on the cancellation request for their account. We have been able to assist some providers with the Change Healthcare cyber attack issues, and we are sorry that we were not able to assist this customer.

  Customer Answer

  Date: 07/16/2024

  
  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:06/08/2024

  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 a Psychiatric Nurse Practitioner (PMHNP), have been working with a lot of trauma patients who are coming from *******, trying to establish my own practice and started EMR with Tebra about 3 months ago. Lots of promises, lots of lies and as of today still unable to prescribe controlled substances. Called the company 3-4 times last week. On Tuesday I was told it will be expedited and will be done in 1-2 days, today Friday again no answers. Keeps putting me on hold and handing up the calls, I asked multiple times to talk to manager/supervisor, no one ever transfers me to one or calls back. Please help me and my patients!!!

  

  Business Response

  Date: 06/20/2024

  We have been in direct contact with this customer, and have assisted them in the enrollment process to prescribe controlled medications. The customer has been encouraged to reach out for any other assistance that is needed.

• Initial Complaint

  Date:05/30/2024

  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.

  We are use EHR Tebra there customer service is horrible, they don't care about customers. We had problem with software since Feb 2024 and it is almost over 3 month. I called several times and created several tickets. Every-time i called they said they are working on it to fix but nothing got done over last 3 months. We are loosing business and they don't care.

  

  Business Response

  Date: 06/13/2024

  This customer's issue was a unique one related to the Change Health cyber attack, which made it more difficult to find a resolution. However, we have contacted the customer and resolved the issue. They can reach out to us with any further needs and we will be happy to help. We appreciate the opportunity to serve this customer.