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:11/24/2025

  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.

  Beginning in June 2025, Advocare Home Health implemented an Electronic Medical Record (EMR) system provided by **********************. The system was marketed to us as being fully capable of supporting home health billing and documentation, and it was our intention to use Tebra for billing our private-insurance home health patients.However, after several months of onboarding, it became clear that the system does not meet the needs or compliance requirements of home health agencies. We were forced to create multiple work-arounds, and we identified numerous functions that were either missing, inaccurate, or not compliant with home health reporting standards.Beginning in October 2025, our private-insurance claims started being denied directly due to limitations and inaccuracies within the Tebra system. As a result, we have never been reimbursed for any of the claims submitted through Tebra, which has caused significant financial loss to our ********* that point, we made multiple attempts to cancel our contract because Tebra was not as advertised and does not provide the essential features we were told it offered. Despite repeated attempts to contact Tebra for support, no one from customer service has contacted us to resolve these issues. Instead, we have received threats of being sent to collections, even though we were unable to use the product as promised.Tebra is fundamentally not a home health EMR system. It is built for physician point-of-care settings, and its design and functionality are not appropriate or compliant for home health services. As a result, we have suffered significant operational disruption and financial harm through denied billing and unreimbursed claims.We respectfully request BBB assistance in resolving this matter, as Tebra has not provided the product or support we were assured we would receive.

  

  Business Response

  Date: 12/08/2025

  Thank you for bringing this customers concerns to our attention. We are truly sorry for the experience they described. After a thorough review, we confirmed that Tebra is not currently an ideal fit for home health practices. We value this customers feedback, as it plays an important role in helping us strengthen both our product and our support for a wider range of practice types. We have also shared this information with our sales team to help prevent similar issues in the future.

  We have reached out to the customer directly and collaborated with them to reach a resolution that is satisfactory for both parties. We appreciate the opportunity to address their concerns and support this customer.

  Customer Answer

  Date: 12/09/2025

  
  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,
  
  ***** Mae ************************

• Initial Complaint

  Date:11/19/2025

  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.

  On October 6, 2025, I talked with **** ******, about the need to simplify the electronic record used for new practice. He is a sales person for Tebra. He assured me that through their business patients would be referred and all aspects of operating the practice would be simplified (scheduling, billing, collections, etc.). I signed a contract on October 7, 2025. I started the onboarding process. Just to go through the billing process, that I WAS GOING TO HAVE TO ASSUME, took five hours not to mention the endless hours of training needed to schedule a patient, submit insurance claims, submit billing, etc. Upon learning this, I tried to contact Mr. ****** MULTIPLE TIMES and he always had an excuse about a personal reason that he was not available. Subsequently, I emailed him on October 27, 2025 that I was not going to use the produce because of the above issues. I never completed the hours of onboarding nor did I use the product. I did not hear back from Mr. ****** until November 19, 2025 when he sent me an indignant email about canceling, and threatening me that I would have to meet with the loyalty team and pay an Early Termination Fee. This product was misrepresented to me. Mr. ****** never made himself available nor return communication about my concerns. Did not provide product support or answer my questions. He is the proverbial snake oil salesman. He, as a representative of Tebra lacks integrity and honesty, and then uses strong arm tactics when he has been negligent. He got the sale, and then he was gone. I refuse to pay an early termination fee given the LACK OF SERVICE provided by Mr. *******

  

  Business Response

  Date: 11/21/2025

  We apologize for any misunderstanding regarding the training required to use our software. Our training process aligns with industry standards, and many of our customers find both the product and the training straightforward and beneficial. We are also sorry for the confusion the customer experienced when trying to cancel their account. They were assigned an Implementation Specialist as their primary point of contact after signing the contract, so its unclear why they continued reaching out to their sales representative instead of their designated specialist. We regret any inconvenience this may have caused and appreciate the opportunity to clarify.

  We have reached out to the customer in an effort to identify a resolution that would work for them. They have since requested no further contact, and we respect that decision. Should they choose to re-engage, we remain ready and available to work toward a mutually agreeable solution.

  Customer Answer

  Date: 11/21/2025

  I started working with the implementation manager.  That was when I was told to begin HOURS of training on my own in order for me to schedule patients, complete the electronic record, complete ********, etc.  The ******** sections was five hours alone and I had no comprehension of the terminology.  I had specifically told Mr. ****** that I was looking for a product that would not be time consuming as I have a small, solo practice and I did not have the time or expertise to handle all the aspects of running the practice. Mr. ****** presented the product as being software and backup that would take care of all of this for me so I would to have to expend time or energy on it.  I tried to contact Mr. ****** several times for clarification, He was never available (he had a sick. child, he had an unexpected emergency, etc.).  I also expressed to the implementation manager how the product had been misrepresented and my dissatisfaction. I cancelled the second implementation appointment.  After not getting a response from Mr. ****** for.  I emailed him the following on October 27, 2025:

  "I have decided that I am not going to use Tebra.  I am keeping my practice small and I have figures out a way to work effectively using Headway, Therapy Notes and Zocdoc."

  I did not get a response back from Mr. ****** or Tebra for almost five weeks.

  Tebra lacks integrity. Mr. ****** misrepresented the product. Mr. ****** failed to respond to my multiple attempts to contact him and only reposed seven week after the contract was signed.  Tebra violated the contract. I have asked them to stop contacting me yet they persist, threatening to charge me an early termination fee, when in fact they are in breach of the contract. I will next file a complaint with the ************************ for the above reasons and the ongoing harassment.

  

  Business Response

  Date: 12/03/2025

  Were truly sorry to hear that this customer felt their sales representative did not provide the level of responsiveness they expected. We conducted a careful review of their concerns and were not able to find any indication that the product was misrepresented. Many of our customers - particularly our solo practitioners - find our software intuitive and helpful in supporting their daily workflow, and a valuable tool for saving time in their practices. We regret that this customer did not find this to be their experience.

  The customer has declined to provide further information regarding their claims that the contract has been breached and requested no additional contact. In accordance with their request, we have closed their account and applied the early termination fee outlined in the contract they signed.

  Should the customer decide they would like to revisit the negotiation of the early termination fee, we remain available and willing to work toward a resolution.

  Customer Answer

  Date: 12/05/2025

  I have referred the matter to the ************************ and asked you to stop harassing me.  But, you persist. So I will forward this correspondence to the *** for their consideration and action against Tebra.

• Initial Complaint

  Date:10/30/2025

  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.

  tebra/Kareo Customer number is ****** Duringthe past 3 months NONE of the cases I have created has been addressed or acknowledgedat all. This company requires us to "submit a case" and they have completely ignored all of my recent ones. I am running a medical practice.

  

  Business Response

  Date: 11/12/2025

  Thank you for bringing this customers concern to our attention. We have reached out to them directly, and the feedback they provided has been extremely helpful in identifying areas for improvement within our support process. We are actively assisting them with their current needs and are committed to ensuring their experience moving forward is a positive one.

• Initial Complaint

  Date:10/23/2025

  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 have been loyal with tebra (Kareo) > 5 years, when I started my Cardiology practice, they offered me a bundle for EMR, practice management and billing for $500/provider with unlimited billing / claims. The contract renews every year. 1 week after renewing my contract this month, they sent me a 30-day notice that my billing /claims have exceeded their "limit" and they are forcing me to sign a new agreement before the end of October with ridiculous pricing and no negotiation. I called their sales person "as a new customer", and they offered unlimited billing/transactions per provider for $600, yet they want to chart me fee per transaction, threatening my practice (1000s patients) that if I do not sign their new agreement (which will cost me > 10K extra per year) before the end of this month, they might terminate my contract causing me to lose access to 1000s of my patients, jeopardizing their health and my practice.

  

  Business Response

  Date: 11/03/2025

  Thank you for bringing this customers experience to our attention. We sincerely apologize for any confusion they encountered regarding our pricing structure. While the 500-claim monthly limit is outlined in our Terms of Service, we recognize the need for clearer communication. Our Sales Team is reviewing and refining how we present pricing and service details to help prevent similar misunderstandings in the future. 

  We have reached out to the customer and are actively collaborating with them to find a solution that meets their needs. We appreciate their openness and willingness to work with us, and we remain committed to achieving a resolution that is fair and satisfactory for both parties.

  Customer Answer

  Date: 11/04/2025

  So far Tebra has only delayed the deadline to sign a new contract for 30 days. I believe this violates my current agreement and forces me to make a rushed decision about their proposed transactional pricing model, giving me a great stress while dealing with a big practice of >10K patients. 

  

  Business Response

  Date: 11/14/2025

  We understand how stressful and inconvenient this situation has been, and we sincerely apologize for the impact it has had. We are actively continuing our discussions with this customer and are working toward a resolution that supports the needs of both parties. We appreciate the opportunity to assist and are committed to finding a positive path forward.

  Customer Answer

  Date: 11/18/2025

  I am still left in the dark without a clear answer or plan to resolve this issue. I did reach out to 3 reputable EMR platforms and they all offered unlimited claims in their package. Tebra is trying to push me out by forcing me to accept their unrealistic transactional pricing model. 

• Initial Complaint

  Date:10/11/2025

  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 am submitting this complaint regarding Tebra, a medical practice management software company, for misrepresentation of services, unauthorized billing, and failure to honor a cancellation request.Summary of Events In mid-September 2025, I spoke with ****** Law, a Tebra representative, who assured me the software would meet all the operational needs of my business, Tree of Life Birth ***************************** PLLC. He described it as a complete solution, stating the first 30 days were free and the monthly cost would be $299 thereafter.Based on that, I agreed to proceed. About two weeks later, during onboarding with *******, I learned that several functions ****** promised were not available. I immediately requested cancellation, explaining the product did not fit our needs.Despite this, in the third week, my credit card was charged $80.20 without authorization. When I followed up to confirm cancellation and request a refund, I was told a discussion was required. I replied that there was nothing further to discuss, as my request and reasons were already documented.Later, ***** ***** emailed asking to discuss a resolution. I again stated that the only resolution was cancellation and refund. After multiple attempts and no confirmation of cancellation or refund, I reported the charge as fraudulent to my credit card company and requested a new card to prevent further unauthorized activity.Resolution Requested I request BBB assistance to ensure that:1.Tebra immediately cancels my *********** full refund of $80.20 is issued to my ********* future charges are attempted.4.The company is held accountable for deceptive sales practices and non-responsiveness.Respectfully,Dr. ****** ******** Tree of Life Birth ***************************** ****

  

  Business Response

  Date: 10/23/2025

  Were sorry to hear that this customer was not satisfied with our software. We have scheduled a call to discuss their concerns in more detail and to clarify which features they expected that may not be available in the product. As there is an early termination fee associated with ending a contract early with Tebra, well review this during the call to determine what resolution would be fair and appropriate for the customer. Thank you for the opportunity to assist them.

• Initial Complaint

  Date:10/02/2025

  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.

  Every single month they will put hidden charges in my account or charge me for something that I did not sign up for and every month I have to dispute it and dont always get my money back.I want them to stop this deceptive Buisness practice before I escalate this matter further.

  

  Business Response

  Date: 10/14/2025

  Thank you for bringing this customers concern to our attention. Weve been in direct contact with the customer to carefully review their situation and go over each of their invoices. The errors they experienced have been corrected, and well continue to monitor their account closely to ensure everything remains accurate moving forward. We truly appreciate their patience and the opportunity to make things right.

• Initial Complaint

  Date:10/01/2025

  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.

  Tebras sales *** lied about the services. I signed up and 4 days later found out the contract was misleading and so was the sales ***. I contacted and emailed everyone I could find to inform them that due to their unfair business practices; I would not be using them and never not one single day used their services and to NOT bill me. They continue to bill me today. Now I am working with my bank to stop them because asking them to stop billing me directly is not working. Tebra please STOP billing me. Please refer back to the 13 plus emails I have sent to you, asking that you stop billing me. Ive changed my bank card twice and you are still billing me. I DO NOT AUTHORIZE you to charge me a single cent. Please make a note. Stay away from this company and its unfair business practices. Im sooo grateful that I chose to NOT use Tebra for my new small business. I cant imagine how they treat their clients.

  

  Business Response

  Date: 10/14/2025

  We are sorry to hear that Tebra was not the right fit for this customer. We have carefully reviewed the sales process and have communicated directly with the customer regarding their concerns, mainly that the customer stated that they were told they would be able to begin submitting insurance claims within 12 weeks of signing up, and this is not true. 

  After reviewing the communication records, we confirmed that the customer was informed they should be able to start submitting claims to ******** within a few weeks of enrollment; however, it was also carefully explained to them that the *** process typically takes additional time to complete. We found no evidence of misrepresentation or breach of contract on Tebras part. 

  As outlined in the agreement, the customer is subject to an early termination fee for ending their contract prior to completion, regardless of product usage. We have contacted the customer directly and are currently working with them to negotiate this fee. We appreciate the opportunity to assist and remain committed to a fair resolution.

• Initial Complaint

  Date:09/29/2025

  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 canceled services with Tebra. We were told it would be read only and one provider for $99 after canceling to manage the transition. I was still being charged $1800 a month additional for multiple months even when we were no longer using Tebra. I reached out and was told I would be credited, multiple times. Then he emailed em and said nevermind; how is that acceptable? So I waited, still no access to the read only. Now we have no access and they are saying we have an outstanding bill. We have emailed so many times, calling into customer service is a joke. I would refer you anywhere but here. We still 4 months later have no access to patient payment records and are still in a battle with a different reason each time. The one email they used for read only access was not even an email that had ever been set up or logged in. They are horrible.

  

  Business Response

  Date: 10/10/2025

  We are sorry to hear about the challenges this customer experienced regarding read-only access and the difficulties they encountered with our support team. We have reached out to the customer directly and are actively working to restore the requested access and correct their invoicing. We appreciate the opportunity to collaborate with the customer and are committed to reaching a resolution that is mutually beneficial.

• Initial Complaint

  Date:09/26/2025

  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 signed up with Tebra on August 22, 2025, under a promotional offer of one free month. I never used their platform, never integrated their system, and never saw patients through Tebra.Despite this, on or about September 12, 2025, Tebra charged my card $995.47 without authorization. I immediately disputed this charge with both Tebra and my financial institution. After multiple emails, the amount was refunded on September 25, 2025.Even after the refund, I sent at least four written requests between September 1525, 2025, asking for cancellation of my contract and closure of my account. Despite these requests, on September 25, 2025, I received Invoice #INV7038290 in the amount of $36.00, which directly contradicts both the promotional terms of one month free and my repeated cancellation requests.This ongoing issue has caused me financial harm, stress, and delays in managing my professional and personal obligations. When I signed with Tebra, I expected transparency, professionalism, and respect for clients. Instead, Tebra has repeatedly failed to uphold its contractual and promotional obligations, while continuing to issue invoices and apply charges improperly.

  

  Business Response

  Date: 10/01/2025

  We sincerely regret the experience this customer encountered, as it does not reflect the standard we strive to provide. We have thoroughly reviewed the situation to identify and correct the errors, as well as to ensure they do not occur again. Our team has also reached out directly to the customer and worked toward a resolution that is satisfactory for both parties. We appreciate the opportunity to support this customer and make things right.

  Customer Answer

  Date: 10/02/2025

  
  Better Business Bureau:
  Complaint ID: ********
  Business: Tebra
  I have reviewed the businesss response and confirm that I also received written confirmation directly from Tebra stating that:
  My account has been canceled/terminated,
  My account balance is $0,
  No further charges or penalties will be applied, and
  Any future invoices received should be considered null and void.
  Based on this written confirmation, I am satisfied with the resolution and accept the businesss response. I consider this matter resolved.

  Thank you,
  ******* ****** PMHNP BC
   

  
  

• Initial Complaint

  Date:09/22/2025

  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.

  Abruptly unable to sign in to charting system (locked out), unable to access data due to Tebra stating there is a billing issue. The message gives the option to pay, but every time I click on the link to pay it just returns me to the sign in page without the ability to pay. Then I tried calling their number and could not get through because the answering service says they are closed. This is extremely dangerous/hazardous because I am unable to see my patient's info or communicate with them, and there is no way to resolve it until the next business day. I never saw any warning that this would happen via the charting system. I am in shock. Huge patient endangerment issue.

  

  Business Response

  Date: 11/03/2025

  We appreciate you bringing this customers experience to our attention, and were sorry for the difficulties they encountered when trying to access and update their account information. Our standard process includes sending multiple email notifications and making several phone attempts before any account access is interrupted. 

  In this case, we were able to reach the customer and discovered that our emails had been directed to their spam folder, and our calls were going to a full voicemail box. The customer was able to successfully update their payment information and regain access to their account.

  We truly appreciate their feedback, as it has helped us identify ways to simplify the payment update process for future customers. Thank you for the opportunity to support this customer and improve our service.