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:04/09/2024

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

• Initial Complaint

  Date:03/19/2024

  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.

  Decemeber 2023: Met w/ Tebra sales rep and he reviewed the use of the two platforms; an electronic health records system and reputation management system, both cloud based.End of Dec 23: I signed a 1-year contract based on the sales calls and started onboarding to the platform. Jan 2024: Was informed a non-cloud based software would need to be downloaded to each computer that needed to use the billing functions. Informed Tebra staff this would not work for our clinic and we needed to discuss our contract as this was not within the product presentation. Jan-Feb 2024: Spoke with sales and customer loyalty to present the concerns. Feb 14: Was presented with an offer to pay $8,768 of the contract. I asked the offer be adjusted based on the misrepresentation. Sent multiple emails asking sales to confirm with customer loyalty that the misrepresentation had in fact taken place. Feb 23: Sent a counter offer for $1,096 and asked for the account to be closed immediately. Sent multiple emails to customer loyalty requesting update or response. No response. March 14: Received response from customer loyalty stating they were accepting my counter offer. Was informed that because an invoice for the month of march was created, I would also have to pay an additional $1,351.98. Informed customer loyalty that I had requested account to be terminated upon my offer on Feb 23rd. Customer loyalty rep stated that he would not help me any further and I would pay the money or be sent to collections. March 19: I have sent multiple emails describing the timeline and need for correction regarding the invoiced amount and received no response. I will pay the agreed upon early termination fee, but I made my counter offer prior to the invoiced date and should not be held financially responsible for their slow response. Additionally, customer loyalty was continually rude and stating, "you aren't going to get away with paying nothing", which was not what I was trying to do.

  

  Business Response

  Date: 03/21/2024

  We appreciate you sending this customer's information for our review. We have contacted the customer and found an acceptable resolution for both parties. We appreciate the feedback that this customer has provided to us, and are using this for training opportunities and better service from our support staff in the future. Thank you for allowing us to assist this customer.

• Initial Complaint

  Date:03/16/2024

  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 was contacted by Tebra to see if I wanted to use that platform for my therapy practice I was quoted a price of $172 a month and Ive had two charges totaling 344 for the month of January and February and one billing cycle thats not the contract I signed and The platform is not as easy to use as they described I just want to terminate my contract and not have to pay any additional monthly fee The contract I sign was for 14 months they gave me two months free which is an accurate because I have to pay 14 months at $174.00 I have dyslexia and I didnt realize how much reading that was involved in terms of learning the program I spoke with the trainer and I said I would forward a neuropsychological assessment that States this and this is why its not a usable program for me. The reason that I have neurological deficits is because I have cerebral palsy. Which is a condition that Ive had since birth. This is a violation of the Americans with disabilities act. and no one who interviewed me, asked me if I had any difficulty with reading or facts, and figures which is the other aspect of the program in terms of billing its just too overwhelming for me to do.

  

  Business Response

  Date: 03/28/2024

  Thank you for contacting us regarding this customer's complaint. Unfortunately, we have not been able to contact this customer to find a resolution. We emailed them on 3/18, 3/20, and 3/28 with no response, and left a voicemail on 3/28. We would love to assist this customer with their issue and encourage them to reply to our messages so we can assist them.

• Initial Complaint

  Date:03/15/2024

  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.

  I decided to switch my electronic medical record and practice management software to Tebra after the sales person assured me that Tebra would assist me in importing medical records from my previous emr to Tebra. I was told this would take 3-5 days and cost $500. When I initiated the process, I was told it would cost $1000 which I reluctantly agreed to. I was then told it would take another 5-10 business days to complete the process. After those 5- 10 days, I was told it would take another 5-10 days to complete. After 3-4 weeks, I was told that the data import was complete. However, none of the clinical notes form the previous EMR were imported. I have contacted customer care multiple times by phone and email and they are unable to help me. They assure me that someone will contact me and nobody responds. I finally had to abandon the process of switching to Tebra and I am now having to move all of my clinical notes from Tebra back into my previous EMR because I am unable to get any assistance from Tebra. I also requested to cancel my account and have received no response. I have asked customer care to speak with someone else as they are unable to help me and they simply tell me there is no one else to contact for assistance. It has now been 6 weeks since I started this process and it has caused very significant disruption to my practice.

  

  Business Response

  Date: 03/28/2024

  Thank you for making us aware of this customer's experience. We are sorry to hear of the issues they had with their data import. We have contacted the customer, and their feedback has been very valuable in making improvements to our data import process. We are currently continuing to work with the customer toward a resolution that is acceptable for both parties. They have our contact information and are encouraged to reach out for any further needs. We are grateful for the opportunity to assist this customer.

• Initial Complaint

  Date:03/14/2024

  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.

  This company uses deceptive methods. They offer a contract at one price and then want to decrease the services you previously had and want more money to get them back. This company has terrible customer service and lies about refunds, contracts, options no longer included, billing, and providers being added to contracts that are no longer even in practice.

  

  Business Response

  Date: 03/28/2024

  Thank you for making us aware of this customer's complaint. We have contacted the customer directly and have been able to explain our pricing models. The customer now understands that they are charged for each provider that they add and that those providers need to be removed to stop being charged for them. We will continue working with this customer so they understand all invoices and charges and all their questions are answered. We appreciate the opportunity to assist this customer.

  Customer Answer

  Date: 04/17/2024

  Kareo / Tebra continues to charge us for accounts that dont exisit. I have requested a detailed analysis of our account including issuing credits and it has been several weeks and I have yet to receive any formal documents investigating the adjustments or refunds. My business partner filed a complaint against them with the BBB AND NOTHING has resulted except a credit for $541 dollars without any explanation. The BBB files indicate that this business has a pattern of complaints and Im going to confirm that with my own issues. Specifically, consumer complaints allege in their complaints to BBB that the company misrepresents their agreement. I want to confirm that the behavior continues. Complaint ******* outlines the same issue with no resolution. We are now owned by a non profit and are verifiable with the *** and we have not been credited as of yet. I warn everyone considering doing business with Tebra to run the other way! They are felonious and conduct business fraudulently. They take advantage of medical providers. Kareo employees including our intermittent representative *** stating that Tebra implemented these changes when they bought Kareo. We are now paying for items that were part of our original service. I have been with them since 2010. . Consumers also mention specific items that were included in their package upon purchase, but when reviewing the package and written contract, these items were not included. On May

  

  Business Response

  Date: 04/29/2024

  Thank you for the further information regarding this customer. We continue to work with them directly and help them understand how pricing within Tebra works. This customer is not being billed for multiple accounts, they are being billed for multiple providers. Our pricing is based on the number of providers, and our customers can add providers from within their account, at which time they agree to pay for each of these providers. This customer had added many providers and agreed to pay for them, and then these providers did not use the system. We have been working with them to remove these unused providers and have offered some credit as a courtesy; however, there were no billing errors.

  We have also been working with the customer as they are switching to a nonprofit, tax-exempt status. They sent us their 501(c)(3) form on 4/11/2024 and were changed to tax-exempt status on 4/16/2024. We are unable to mark accounts as tax-exempt prior to receipt of this form, and the customer has been informed of this many times.

  The customer was also confused about a discount that they discussed with one of our Support Representatives. The discount that had been offered to them was for opening a secondary account, as we often offer discounts for customers who have multiple accounts with us. This customer has decided to remain with one account, and therefore does not qualify for the discount for having multiple accounts.

  We continue to be available for questions and concerns for this customer.

• Initial Complaint

  Date:03/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 15, 2023 I spoke with rep ******************* from this organization. The call was in reference to billing companies which are supposedly handpicked, vetted, and has knowledge of the billing software. Based off of ****** recommendation I decided to go with Talisman Solutions. On 10/18/23 I reached out to **** to make him aware of all the issues with this so called hand picked billing company. On 12/16/23 I reached out again to **** with Talisman Solutions on the email to discuss issues. Since then NOTHING has been resolved. This company could not have been vetted as their service is poor, they are not knowledgeable, and their integrity is highly questionable. My point is that Kareo/Tebra should not make recommendations on billing companies and leave myself, the customer with the issues. I was told that ******** would be given the opportunity to rectify the issues or dissolve the contract. Again, nothing has been done. It is not your time or money being lost. I will file a separate complaint for Talisman, but you all do not take OWNERSHIP for recommending clients to your poor partnerships with billing companies.

  

  Business Response

  Date: 03/25/2024

  We appreciate you letting us know about this customer's situation. We are sorry to hear of the problems this customer had with our billing partner. We are currently evaluating our relationship with this billing partner, and we appreciate this customer sharing their experience with us. We have also been in contact with the billing partner to ask them to respond to the customer's issues. Thank you for the opportunity to assist this customer.