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:05/30/2024

  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.

  Dear BBB,The medical practice I work for is having difficulty getting out of a costly agreement with Patient Pop/Tebra, which does not have the customer support they had four years ago. The contract should have ended due to the lack of response time and quality care needed for a medical website due to the demands and changes in health care; our website needs and requests have been overlooked as we thought the company was going through transition issues that would pass. After receiving notice, they said they needed 90 days to terminate, but I would be responsible for breach of contract if I ended before November 2024. I never signed an agreement with this Tebra. My contract was with Patient Pop, and I have tolerated, for lack of other words, a horrible, overpriced offering that is not obtainable due to poor to no customer service. I am now being manipulated and held hostage. In this case, I'm a busy consumer, and as a physician, we must provide reliable, up-to-date healthcare. I paid a **** um to do so for my patient care but ran into a continuation of roadblocks with this company; unfair business practices to extend my commitment are awful and fraudulent, without merit, fair or adequate notice, allowing me as a consumer and facilitator of patient care offerings and for a contract that should Our original agreement was with Patient Pop, who was over eight years old. The company has since changed hands twice. I can no longer be a company that overcharges; they have caused many problems for our medical practice. It's time to move on. Thank you in advance for your help.

  

  Business Response

  Date: 06/12/2024

  We have contacted this customer and are working with them toward a resolution. We have also explained to the customer and shown in their documentation that all our contracts renew annually. We are attaching a copy of their original contract with the appropriate items highlighted. All customers were also notified of the change of our name from PatientPop to Tebra. That being sad, we are working for a resolution that is acceptable for both parties.

  Customer Answer

  Date: 06/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we are working on a 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:05/28/2024

  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 was given a demo by a marketer employed with this business, Tebra/Kareo who is named *************************** on 5/15/24. I told him that I needed to have my private practice set up by June 1st as I had patients waiting for me and he claimed if I signed up with Tebra soon, that wouldnt be a problem. He was very responsive during this time via email and in our call and so I signed up. He then stated that in order for the system to get up and running, I would be assigned a success coach, and that that person in particular would have to set up my online prescribing and that could take up to two weeks. I was wary of this but was patient. After a week I reached out to him stating I have had no one contact me and was eager to get going on services. I sent several more follow up emails and he has never responded. I called Tebra support over a week ago and asked what was going on and the support staff said no one had been assigned to my case and he didnt know why and to call back later. Today 5/28/24 I called support and they stated the same thing but that they would try and escalate the issue. I am now behind and risk losing patients which impacts my private practice/financial income. Tebra has lied about processes to gain my services and has not delivered their products. Since I have not begun services, I am requesting a full cancellation on their part so that I may find a better fit and support for my practice and not lose patients.

  

  Business Response

  Date: 05/31/2024

  We are sorry to hear of the delay this customer had in getting started with our products. Typically the timeframe to be assigned a Success Coach is quite fast, and we apologize that this is not what this customer experienced. We are using this customer's feedback to identify gaps and improve the onboarding experience for future customers.

  We have now canceled this customer's account as they requested. We are sorry that Tebra did not work out for them, and we wish them the best for the future.

• Initial Complaint

  Date:05/15/2024

  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 using Tebra as our EMR system in my small business which is a mental health clinic. We were using their software under another account as we were using a 3rd party ******. We have progressed in our growth as a clinic and moved forward to bringing our billing services in house. With this step we had to establish our own account through **********************, so we initiated the steps, adn I spoke with **************** who is a sales rep for Tebra, he went over the steps and assured that there would be no interruption in services during and after the data migration from one account and into our own new account ********. The data migration took place and was completed on 5/01/2024. Upon completion there were immediate issues that were noticed, such as they migrated us into an account as a billing company and not a clinical service provider, therefore we have no access to our notes or ability to use tools such as Telehealth with those patients scheduled on May 2nd. Upon sending an assertive email requesting this be addressed, we had all of the issues fixed and operational within 48 hours. On May 9th, we learned that our claims were not able to process out of our EMR system and was placed in a holding block, Tebra data migration team did not provide any instructions of having to enroll our ERA, EFTs, and insurance components, in fact they specifically told me the only piece we have to worry about redoing, was collecting all of our patients methods of payments for their charts. Today is May 15th, and we still have yet to be paid for our services, as Tebra has not found a resolution to our problem, therefor our clinic will be out a month's worth of cash flow, causing unnecessary barriers and strain our our operation expenses. I am filing this complaint for reparations and assistance with getting our systems up and running.

  

  Business Response

  Date: 05/21/2024

  Thank you for making us aware of this customer's complaint. We have been working directly with this customer and have corrected the issues that they have had. Everything is now working well for this customer and they are able to collect payments as normal. We appreciate this customer working with us to quickly find a resolution. Thank you for the opportunity to serve this customer.

• Initial Complaint

  Date:05/10/2024

  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 had tebra/kareo as electronic medical re ord. I switched as I closed my business to a lower rate monthly. I tried to cancel all together 2 months later. A company representative said i could not for 6 months. I never signed an agreement with that stipulation and it was never told to me see enclosed emails. I have closed checking account that they keep trying to withdraw from. I have sent emails to close they do not reply to those. I even sent back please respond no luck. I do not want to be billed for service that was cancelled. See pics-

  

  Business Response

  Date: 05/15/2024

  Thank you for making us aware of this customer's situation. We are sorry for the confusion regarding their requested cancellation. We have now cancelled this customer's account as requested, and this has been communicated to the customer. We are also researching the communication issues that this customer reported so this can be corrected for our remaining customers. We appreciate the opportunity to serve this customer, and invite them to reach out with any further needs they may have.

  Customer Answer

  Date: 05/15/2024

  
  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:05/02/2024

  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.

  Problem: Unacknowledged/unprocessed request to downgrade account, ongoing charges for services I have requested be stopped. Poor customer service as evidenced by no response from data management team regarding request to transfer data to Tebra, and e-prescribing account delays that directly impact patient care and safety. I emailed the sales rep connected to my account on 4/16 requesting to downgrade my account to prescribers only due to a number of concerns about product features. She responded to suggest additional training on the product and to request more information about reasons for downgrading. I responded, reiterating my decision to downgrade and outlining issues. I emailed the onboarding specialist assigned to my account with the same request on 4/17. He responded to suggest additional training on the product and to request information about reasons for downgrading. I provided the same list and reiterated the decision to downgrade. I did not receive confirmation that a ticket had been created to begin the service cancellation until 4/22. In the 4/22 email confirming case creation, the onboarding specialist quoted a user agreement indicating 10 days notice was required for downgrading. I received no communication following the creation of the ticket and followed up with the onboarding specialist on 4/30. He responded on 5/1 indicating only that the case had been created on 4/22 and again referenced the case number. On 5/2 I received an invoice for the full fee for *** reflecting the original service agreement with no adjustment for the requested downgrade (received 12 business days prior to production of the invoice). On 5/3 I called customer support requesting the invoice be canceled and updated to reflect change in service and to request a follow up by end of day on the status of my account. No additional information was provided by the customer service representative.

  

  Business Response

  Date: 05/16/2024

  Thank you for the information regarding this customer's complaint. We have contacted the customer and are working together on a resolution that is acceptable to both parties. We will continue to work with this customer until this is complete. The feedback regarding communication times is very beneficial and will help us provide improved reply time for the future. We are grateful for the chance to assist this customer.

• 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.