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:04/30/2024

  Type:Customer Service 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 filing a complaint against Tebra regarding their lack of adequate customer support in resolving an issue with my electronic health record, specifically concerning my inability to schedule patient appointments. As a therapist who relies on telehealth therapy appointments, I utilize Tebra's electronic health record system along with their telehealth video conferencing service due to its secure and HIPAA-compliant platform.For over three weeks, I have been unable to schedule patient appointments due to a persistent issue. Despite reaching out to Tebra on six separate occasions, I have yet to receive a satisfactory resolution. Each time, I have been met with automated responses requesting a system check and access to my account. Despite providing available times for such checks, I have not received any follow-up or acknowledgment of my availability. Instead, I receive repetitive emails suggesting new times for account access, further delaying the resolution process.As a healthcare provider, it is imperative that I have reliable access to scheduling patient appointments, particularly in the realm of telehealth where timely access to care is crucial. The ongoing lack of support and resolution from Tebra not only undermines my ability to provide adequate care to my patients but also poses significant challenges to my practice's efficiency and professionalism.I urge Tebra to prioritize and expedite the resolution of this issue to ensure that I can resume scheduling patient appointments promptly. I expect a swift and effective response from Tebra to rectify this situation and prevent any further disruption to my practice.Thank you for your attention to this matter.Sincerely,*****************************

  

  Business Response

  Date: 05/03/2024

  Thank you for making us aware of this customer's situation. The feedback from this customer has been very valuable to help in improving customer support for the future. We were able to screen share with this customer and found a very unique issue that we were unable to reproduce. We were, however, then able to offer an alternate solution that allowed them to use the scheduling tool again. We will continue to be available should this customer need anything further. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:04/29/2024

  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.

  I am writing to bring to your attention the concerning and unethical practices of Tebra, an Electronic Health Records (EHR) company. Despite our efforts to uphold our end of the agreement, Tebra has failed to fulfill their obligations and has engaged in deceptive practices that have left us in a frustrating and unjust situation.Shortly after signing the contract for services, we encountered numerous issues with the company's services, including difficulty in accessing their products and receiving support from their team. Our attempts to communicate with Tebra were met with delays, unresponsiveness, and poor customer service.Due to the ongoing problems and lack of progress in resolving them, we made the decision to terminate our contract with Tebra during the setup grace ******* When we attempted to cancel the contract, we were informed by Tebra that they would only cancel the contract once a member of their team reached out to us, and that this process could take months. In the meantime, they insisted that we continue to pay for services that we neither received nor used.This response from Tebra is not only unacceptable but also deceptive and unfair. We have made it clear to Tebra that we no longer wish to proceed with their services due to their failure to uphold their end of the contract. It is deeply troubling that they are unwilling to honor our request to cancel the contract and are instead attempting to force us to continue paying for services that we have not and will not use.We believe that Tebra's actions constitute a breach of contract and a violation of ethical business practices. We respectfully request that the Better Business Bureau investigate this matter and take appropriate action to hold Tebra accountable for their deceptive practices. We urge the BBB to ensure that Tebra provides us with a prompt and fair resolution to this situation, including the cancellation of our contract without further delay or financial penalty.

  

  Business Response

  Date: 05/08/2024

  Thank you for making us aware of this customer's complaint. We are grateful for the feedback this customer has provided regarding our support teams, and are already using this to make improvements for the future. It should be noted that we don't have 60-day ***** periods here at Tebra. We do offer 60 days free when customers sign up for an annual contract; however, this is not a ***** or trial period.

  We have been able to facilitate cancellation of this customer's account as they requested. We are sorry Tebra was not a good fit for this customer, and wish them well in the future.

  Customer Answer

  Date: 05/08/2024

  
  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.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:04/26/2024

  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.

  Previously cancelled the subscription which was confirmed on 2/2024 but the agency indicated without speaking to a loyalty agent it would be continued to be charged. They had refused to cancel until i provided proof of contacting them which was done, then additional proof by email despite confirming the appropriate department and manager. Agent disconnected the call after being informed he clearly was mis-leading after verifying the multiple charges. Confirmed with TEBRA they want cancellations to be written and a meeting with their loyalty manager before going forward to retain you services. Case: ******** where it was forced to make another payment to avoid collections since i refused to meet with their loyalty manager despite contacting him and being confirmed by him 2/2024 the request was received for the 30 day notice.

  

  Business Response

  Date: 05/08/2024

  Thank you for sending us this customer's information. We are sorry for the confusion regarding canceling their account. Their account has now been canceled, and we have been able to work directly with them to correct the issues. We appreciate the opportunity to set this right for this customer.

• Initial Complaint

  Date:04/12/2024

  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.

  Tebra Account ID: ****** Business Name: ************ Services Physician: ********************************* Contract signed 10/23/2023 for Electronic medical records and was supposed to implement with **** TRANSFER from current EMR onto TEBRA EMR.contract suggested 50% discount of monthly fee for 4 months allowing training/data transfer and setting up new system in the practice.TEBRA was undergoing transition from KAREO(old owner) to TEBRA (new owner and was chaotic and ALLOTTED PERSONs FOR MY PRACTICE changed 3 times WITH poor communications ( numerous e-mails sent- have proof with timeline)After a few failed attempts I stopped monthly payments to await team to contact us and setup data transfer -- requires TECHNiCAL TEAM FROM 2 COMPANIES to be on a phone call to facilitate and choose the **** FORMAT/FILES IN various format(ie PDF TIF GIF etc) -- I cannot choose those due to sensitivity of healthcare records and potential loss of data.Last (third) person of contact for my practice Ms. ***** is unreachable and in fact her phone ************ DOES NOT EVEN HAVE A VOICE MAIL TO LEAVE MESSAGE.MY Account was "TERMINATED DUE TO NON PAYMENT "0N 03/28/24 and demanded a EARLY TERMINATION PENALTY OF $3,934.Since then, I sent a detailed Email seeking a supervisor or a senior personnel to contact me and resolve this issue -- only FINANCE MANAGER ***************************** ************ is demanding full payment of total $4,931 and sent FINAL NOTICE COLLECTION if $4931 not paid in 10 days.I had sent a 5 point resolution plan to assist my transition with a senior company person (have emails to proof) but non have contacted me except ***** for only financial reasons -- need a supervisor, technical team and reachable person of contact. All relevant communications and invoices have been attached to this complaint

  

  Business Response

  Date: 04/26/2024

  Thank you for sending us this customer's information. We are sorry to hear about this customer's issues with their data transfer. We have been working with this customer directly, and have resent the instructions for them to move forward with this data transfer. We are also assisting with reinstating the customer's account. While this issue is not yet completely resolved, we will continue working with them until we have a full resolution. We appreciate the opportunity to assist this customer.

  Customer Answer

  Date: 04/28/2024

  
  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 EARNESTLY REQUEST BBB NOT TO CL;OSE MY FILE PRIOR TO A FIRM COMMITMENT --- ITS STILL PENDING FINAL COMMITMENT IN REALITY --- kindly keep this supervision going --- BBBs intervention has done more than what i could not do in 7 months -- honestly, pls dont leave  giveup on me yet.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:04/10/2024

  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 had a contract with Tebra for my EHR for my small clinic. I have been trying to cancel the service (my contract is up but it automatically renews monthly) and they will not let me speak to a person to cancel. I have been on hold for hours for several days, also filed an online request.

  

  Business Response

  Date: 04/16/2024

  Thank you for bringing this matter to our attention. We have contacted the customer directly and have facilitated the cancellation of their account as requested. We do require ***** days' notice for cancellation requests according to our Terms of Service. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:04/09/2024

  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.

  I am writing to file a formal complaint against Tebra formerly know as Kareo regarding false advertising and unfair charges. I recently engaged with Tebra based on their claims of providing certain software services, which they have failed to deliver upon. Despite their inability to fulfill their promises, Tebra is now demanding an early termination fee from me.When I initially engaged with Tebra, they assured me that they could provide the software services I needed. However, after signing up and attempting to utilize their services, it became evident that they were unable to deliver on their promises. The software functionality and capabilities they claimed to offer were simply not available.Despite my attempts to resolve the situation with Tebra, they have refused to acknowledge their failure to provide the promised services and are insisting on charging me an early termination fee. This fee is unjustified given that they did not deliver the product they advertised.I believe that Tebra's actions constitute false advertising and are unfair to consumers like myself who rely on accurate representations from companies. I respectfully request that the Better Business Bureau investigate this matter and take appropriate action to hold Tebra accountable for their deceptive practices.Thank you for your attention to this matter.

  

  Business Response

  Date: 04/18/2024

  Thank you for bringing this matter to our attention. We have spoken with the customer directly, and are researching their claims. We will continue working with this customer until we have found an acceptable resolution. Thank you for allowing us to assist this customer.

• Initial Complaint

  Date:04/04/2024

  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 onboarded with Kareo/ Tebra an electronic health record/ billing platform. The process is for them to submit paperwork correctly to the insurance companies to allow the Tebra to electronically submit billing claims to the insurance company. Tebra incorrectly labeled me as having a group NPI (national provider identification). Myself and my ****** went back and forth for 8+ months and longer with tebra support and the insurance company. It discovered after aprox $4500 in lost revenue due to timing out Tebra coded me wrong group NPI vs an individual NPI that caused the issue. I also bought other Tebra partner products Patient pop that started billing hidden fees text message fee for a service I never used. I did pay for a complete 1 year subscription of this patient pop advertising ($4800). I noticed that the new referrals from this product stopped once I contested this ($84) charge. They messaged me daily saying it was overdue. I called paid the hidden $84 charge and immediately started receiving new referrals. This is extremely shady business that I can no longer tolerate. I put a request in on 4/1/24 to end my patient pop account and cancel my ********************** EHR services. As compensation they awarded me $47 because of the lost $4500 revenue because of their mistake.

  

  Business Response

  Date: 04/18/2024

  Thank you for sending us this customer's information. We have reached out to this customer directly for more information regarding these issues, and to facilitate their requested cancellation. We have been researching all of their claims to ensure we prevent these issues in the future, and to find a resolution that is satisfactory to both parties in this case. We will continue working with this customer until this is complete. We appreciate the opportunity to serve this customer.

• Initial Complaint

  Date:04/03/2024

  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.

  I am a nurse practitioner and a business owner. Our two clinics contracted with Tebra to use their electronic health records and practice management system. Tebra was supposed to help us to move our data from one EHR to their EHR. They promised to do this within a certain time frame. Tebra has not moved our data into the new system. We cannot see our patients previous charts since 11/23. We are now paying for two EHR systems because of this poor transition. Tebra will not answer a phone call or an email with an explanation or game plan for this data transfer. We are in limbo, paying full price for a system that is not working. According to ******, tebra has caused this problem for hundreds of clinics without the decency of an explanation or a way to move forward. The unprofessionalism is the worst I have experienced in 13 years.

  

  Business Response

  Date: 04/16/2024

  Thank you for informing us of this customer's complaint. We are sorry to hear of the problems they had with their data transfer. We have been able to work with this customer to get their data transferred to their account and this is now resolved. We are continuing to work with them on any remaining concerns. We are grateful for the opportunity to serve this customer.

  Customer Answer

  Date: 04/16/2024

  I am happy to report that the data transfer has been completed. I am still waiting for the credit for our months of service without our data. During these few months I was forced to pay for two EHR systems due to the lack of response from Tebra despite multiple attempts to contact their data transfer team. 

  

  Business Response

  Date: 04/26/2024

  Thank you for the further opportunity to assist this customer. We have been able to find a resolution that is acceptable for both parties, and their data transfer is complete. The customer has been informed about how to contact us for further issues.

  Customer Answer

  Date: 05/10/2024

  
  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:03/27/2024

  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.

  I was expected to look for an EMR system for our center. In speaking to a certain rep, he gave me a price that was originally do able for us. When attempting to use some of the platforms features, this specific rep stated that he did not originally quote me with tele health features. After he gave me the new quote we could no longer move forward due to being out of budget. They essentially sent me to collections due to non payment but ******* reassured me that I would not be charged. In speaking with his today 3/27/2024 he stated that I am no longer in their care, the center is in collections. The institution has been months of communication. I am very angry.

  

  Business Response

  Date: 04/11/2024

  Thank you for making us aware of this customer's situation. We are sorry for the amount of time this has taken for this to be resolved. We have contacted this customer directly. They have been removed from collections status, and we have reached a resolution that is acceptable to both parties. We appreciate the opportunity to assist this customer.

  Customer Answer

  Date: 04/11/2024

  
  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:03/25/2024

  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 purchased a domain name from Go Daddy and I started working with patient Pop. Its a website company and I transferred my domain name to patient now that my contract is up with patient pop patient pop is refusing to give me back my domain name my domain name is connected to my business, my livelihood And theyre refusing to give me back my domain name

  

  Business Response

  Date: 03/28/2024

  Thank you for contacting us regarding this customer's concerns. This customer's domain was transferred away from Tebra and to a Godaddy account on 11/1/2023. We were able to meet with the customer and help them locate the business that had control of this domain after it was transferred away from Tebra. We are grateful for the opportunity to assist this customer.

  Customer Answer

  Date: 03/28/2024

  
  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, you all helped me greatly...you all are a good company... and will say thank you all for your much needed help!.  and i will say that this complaint is resolved.
  
  Regards,
  
  *************************