Additional Information for Tebra

BBB files indicate that this business has a pattern of complaints. Specifically, consumer complaints allege in their complaints to BBB of misrepresentation of their agreement. 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 30th, 2023, BBB submitted a written request to the business encouraging them to address the pattern of complaints.

On June 6th, 2023, the business responded to BBB's letter outlining the pattern of complaints with their plans to eliminate the pattern with the following. The business is investigating the disconnect between the purchase and customer agreements . The business plans to implement new protocols to regularly review, escalate and resolve customer complaints and are re-evaluating their Early Termination Fee process.The business also introduced a in-app support case option to allow customers to streamline their support experience and ensure efficient resolutions. Options include the ability to submit tickets with attachments, track support cases and add important notes. Lastly, the business plans to utilize a completely revised Terms of Service and updated order form language.