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:04/30/2025

  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.

  After signing with Tebra, it was proven the features that were advertised were not actually available in Tebra as told it was. We continued to make Tebra work, while incurring outside costs to use other programs to do what Tebra couldnt do. In 2/25, my e-rx was no longer being delivered to the patients pharmacies. I reached out to my specialist who did not ***ly. I then reached out to the sales *** who did our demo to try and elicit a response to which I never heard back from either, however, the specialist then contacted me via zoom, and was unable to resolve the issue. I was told he submitted a ticket to customer care and I would hear back in 1-2 days. I heard ABSOLUTELY NOTHING from anyone for 13 days. In this time period, I spent hours contacting customer care on five separate occasions by phone and I was told then the person in charge of my ticket would contact me back in 2 days, and then received no calls or emails. This same associate told me that I could submit a cancellation at least 30 days before cessation of services due to the circumstances, making no mention of fees etc at that time. I then called back after 3 days of no return calls as well as emailed my specialist, the salesman AND customer care, to which I received zero assistance or ***lies and spent over 30 days having to manually call or write prescriptions for my patients as well as during this time my patient satisfaction was sacrificed due to the issues. I paid for two months of service when neither e-rx or customer care was available to me. I requested several times by phone email and customer service ticket to cancel my services, they then waited almost 30 days to process this. I have now been contacted by invoicing after the fact more times than any other person. I have been invoiced for April as well as a large cancellation fee which would reflect services that I didnt receive and had spent over a month trying to cancel after no help was received to resolve it at the time.

  

  Business Response

  Date: 05/02/2025

  Thank you for bringing this customers situation to our attention. We apologize for the delay they experienced in resolving their prescription issue. Upon review, we determined that the support case had been misrouted, which contributed to the delay. We are actively addressing this to help prevent similar issues in the future. We have since contacted the customer directly and sincerely appreciate their feedback. A mutually satisfactory resolution has been reached, and we wish them all the best moving forward.

  Customer Answer

  Date: 05/04/2025

  
  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,
  
  **** *******
  
   
  

• Initial Complaint

  Date:03/29/2025

  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 signed up for Tebra while transitioning from IntakeQ, but after further evaluation, I found my current system better suited to my needs. The existence of a binding long-term contract was not clearly communicated during ************* my conversation with *****, he outlined the service pricing but did not mention any long-term commitment. Neither ***** nor ****** made it clear that I was entering a multi-year contract.Following Tebras cancellation policy, I submitted a cancellation request on February 13, 2025, via the Tebra Dashboard. I called Tebra customer service to confirm the request, and a representative assured me that my account would be canceled and I would be refunded for charges incurred after the cancellation.The representative informed me that the $209 charge on February 11 would not be refunded, which I accepted, but was assured I would not be charged further after the cancellation date. Despite this, I have continued to incur charges.After multiple emails with ***** (Customer Experience Manager) regarding my cancellation, he only mentioned the binding contract today, after I declined his request for a meeting, as I had already clearly requested immediate cancellation.I enjoyed Tebra's services and could see myself using the platform again in the future. I hope to maintain a professional relationship, but for now, the services do not align with my practices needs.I appreciate Tebras professionalism, but I seek clarification and resolution regarding these charges. Given that I followed the cancellation process, was assured of a refund, and did not receive clear disclosure of a binding contract, I request a fair resolution.I have attached supporting documents, including the price quote from ***** and my initial cancellation request.

• Initial Complaint

  Date:03/28/2025

  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.

  I have been overcharged and in violation of our contract for over 3 months. I have ***eatedly attempted to get resolution with their customer support but do not receive a call back from their "loyalty department" and they continue to bill me an inflated rateI have been with Tebra for the 3 month at a rate of $75 and another rate of $225 a month. I began with the trial on December 15 and end my trial on January 15th an called to cancel do to the software being incapable to do what I need medically in my practice. I called to cancel in January and continue to be charged. No one ever gets back to you to help you with concerns. I let them know in 1/15/2025 before my 60 day trial was up. S We've been calling and leaving case numbers to cancel. No one returns the calls. I keep getting emails that are set to take payment on my account but I have to wait for the cancelation *** to get with me. I've sent several emails and talked to several people! I first reached out to my sales *** to cancel, who told me my request was submitted. It took over four weeks to even get a response. When I called to follow up, I was told they were backed up. A customer service *** later confirmed that my onboarding notes showed that Tebra was inappropriate for my practice.I am requesting to be refunded in full. They are still charging me for a software I am not using, I canceled in January after a month of the 2 month trial and I was being charged during the trial period and for regular subscription.

  

  Business Response

  Date: 04/10/2025

  We regret that the customer encountered difficulties when attempting to cancel their account. We appreciate their feedback and will use it as an opportunity to refine our processes moving forward. We would also like to clarify that Tebra does not offer free trial periods. However, we do occasionally provide promotions, such as 60 days free with the signing of a 14-month contract, which differs from a free trial.

  We have contacted the customer directly and have reached a mutually satisfactory resolution. Thank you for allowing us the opportunity to assist them.

• Initial Complaint

  Date:03/13/2025

  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.

  This company has been a complete waste of money. I've been paying $174 a month for several months essentially throwing my money away. Their customer service is unresponsive, and their business practices feel misleading. Despite requesting to cancel my service, they have failed to process the cancellation and continue charging my card. The service offers little to no value, with hidden fees for claims and missing essential features they dont disclose upfront. The platform is not user-friendly, and getting in touch with customer support is nearly impossible. Even when you manage to reach someone, they make empty promises about follow-ups that never happen meanwhile, the charges continue, and the cancellation request is ignored.

  

  Business Response

  Date: 03/25/2025

  Thank you for notifying us about the customer's complaint. After reaching out to the customer, we found that they have not yet completed Tebra's onboarding process. We are now resuming their training and onboarding to ensure they can fully utilize the system. We appreciate the opportunity to reconnect with this customer.

• Initial Complaint

  Date:03/04/2025

  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 signed up with Tebra after being assured it had key features necessary for my practice. However, after onboarding, I learned that several essential capabilities were missingfeatures I was explicitly told would be available. Even my Integration Specialist confirmed that I was misled and that Tebra was not suitable for my practice.Major Issues:No ePrescribe for compounded medications A critical function I was assured existed but does ****** recurring membership billing Essential for my business model, yet *********************** Box limitations An unexpected and unnecessary restriction that impacts my finances.Poor ************************** Response: I first reached out to my sales *** to cancel, who told me my request was submitted. It took over four weeks to even get a response. When I called to follow up, I was told they were backed up. A customer service *** later confirmed that my onboarding notes showed that Tebra was inappropriate for my practice.Despite this, I received only an email stating I had agreed to the contractwith no acknowledgment of my concerns. When I called again, the *** rudely dismissed me, stating, You're just not happy because you want me to delete the $2,000. He was unprofessional, condescending, and impatient, saying, Do it then, lets go, resend the email.I chose Tebraa more expensive systembecause I was misled about its capabilities. Had I been given accurate information, I would have chosen a different solution.Request for Resolution:I am formally requesting to be released from my contract without penalties and refunded in full. Given the mis***resentation, lack of transparency, and dismissive service, this is the only fair resolution.I urge other providers to proceed with caution before signing with Tebra. If you rely on recurring memberships, ePrescribing for compounded meds, or flexible payment processing, look elsewhere.I hope Tebra does the right thing and resolves this promptly.

  

  Business Response

  Date: 03/12/2025

  We regret to learn about the experience this customer had with **********************. Currently, our software does not support sending compound medications via e-prescribing; however, this may be a feature we introduce in the future. Additionally, recurring membership billing will be available soon. We have communicated directly with the customer and successfully reached a resolution that satisfies both parties. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:02/13/2025

  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.

  I have been with Tebra for over a year because they make you sign a year contract. Since that time we have had the worst customer service and training experience. We have had to basically learn the whole system on our own. No one ever gets back to you to help you with concerns. I let them know in 8/2024 I was terminating my plan with them in 11/2024 and wanted to know what they needed from me. No one responded. I kept calling and when someone would answer the phone they couldn't help me and would tell me someone would get back to me which didn't happen. So I stopped payment in November. Well, then I got a phone call (shocking). We know all they care about as shown throughout all these complaints. When speaking to the employee I let them know the situation and that we would only need read only as I was told that would only be $50 a month. So my assistant called to pay for the month of December for read only $50. They charged the full amount of $180.96. We've been calling and leaving case numbers telling them that's not what the agreement was. No one returns the calls. I keep getting emails from them now saying that I owe another $180.96 for January!! I've sent several emails and talked to several people! It's like they are stone deaf. I just got an email tonight saying they are cancelling me and that I owe them $361.92. It's the most absurd, horrible company. It's like it is all run by a bunch of bots.

  

  Business Response

  Date: 02/14/2025

  We have contacted this customer directly, and appreciate their feedback as this helps us to improve our service for the future. We have discovered the issue that delayed this customer's cancelation request and have already implemented measures to prevent a delay of this nature in the future. This customer's account is now canceled per their request. We remain available for any other questions or concerns that they may have.

  Customer Answer

  Date: 02/19/2025

  
  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,
  
  **** *****
  
   
  

• Initial Complaint

  Date:02/06/2025

  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.

  We tried to cancel for the first time our subscription to Tebra on July 24, 2024 via email.We are still being charged monthly. We have utilized all channels available to cancel. We are told we will be cancelled, and then we are charged again. The system will not allow us to remove the credit card on file.

  

  Business Response

  Date: 02/12/2025

  When a customer would like to cancel their account, the best way to request this is through the support tab in their Tebra dashboard, or by calling our customer support line at ************. Unfortunately, most of this customer's cancelation requests went to email addresses that are unmanned.
  
  We have now been in contact with this customer and their account has been canceled. We are available for any further questions or concerns that they have. We are grateful for the opportunity to serve this customer.

• Initial Complaint

  Date:02/06/2025

  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 overcharged and in violation of our contract for over 3 months. I have repeatedly attempted to get resolution with their customer support but do not receive a call back from their "loyalty department" and they continue to bill me an inflated rate.

  

  Business Response

  Date: 02/18/2025

  We have contacted this customer and assisted in correcting their invoices. We remain available for any further assistance they may need. We appreciate the opportunity to help this customer.

• Initial Complaint

  Date:02/03/2025

  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's platform malfunctions on a weekly basis. Sometimes the problem will only last 1-2 hours but other times, like today, the entire platform will crash for the majority of a business day. The issues range from being unable to send prescriptions, Tebra's system changing patient dates of birth randomly, to the entire platform being down for hours to days. We have used Tebra's clinical platform for almost 2 years and we have had ongoing issues with them. There is no customer service number to call when an emergency platform failure occurs. Tebra redirects customers to file a customer support ticket, however this is impossible when the entire platform has crashed since their customer service center is only accessible through the platform. It has caused so many disruptions to our patient care. Today none of our clinicians or support staff are able to access the platform and patients are unable to receive prescriptions for medications (schedule II medications, in particular, because these medications cannot be verbally called in to the pharmacy and must be e-prescribed or written). Due to the ongoing risk to patient safety, I have chosen to escalate this issue to the BBB in hopes that Tebra would finally provide a meaningful resolution. Seeing as we just recently migrated from one EHR system that was discontinued to Tebra in 2024, switching *********** at this time would likely cause an even larger disruption to our patient care, so we are left begging Tebra for a resolution.

  

  Business Response

  Date: 02/14/2025

  On February 3, 2025, our Domain Name System (DNS) provider experienced a major outage, making our platform and website appear down. DNS servers act like the internets phonebook, connecting domain names (like **************************) to their actual locations. When this service went down, it disrupted access for many customers. Our teams worked quickly to resolve the issue, and we have now migrated to a new global DNS provider to help prevent future outages. We sincerely apologize for this disruption and the frustration it caused.

  The phone number to call if an outage occurs is our main customer support line, ***************************************.
  

  We have contacted this customer directly and are working together on all other outstanding issues. We will remain in constant contact until these issues have been resolved. Thank you for the opportunity to serve this customer.

• Initial Complaint

  Date:01/28/2025

  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.

  ********************************** is a small outpatient physical therapy office, contracted with tebra on 12/05/2024, within three days of utilizing the system, I realized isn't compliant with physical therapy documentation standers. Tebra is missing all important tools for physical therapy proper documentation. I canceled the contract within three business days as the system is not compliant with physical therapy documentation. Tebra sold a system contract for my physical therapy office which isn't compatible with physical therapy documentation. I notify tebra to cancel within three days after recognizing the incompetent of tebra system and lack of proper documentation/ support to physical therapists. Tebra higher up management made the decision to charge me for a full year of service. This is really misuse of power by a big company. Again, tebra is missing all important tools for physical therapy proper documentation: for example no time in and out , No POC certification and tracking , no ROM navigation table , No MMT navigation table , No evaluation discussion making tools and much more. Please cancel the contract , void the late fee and all other charges as this has caused severe hardship to this small office. also, please make customers aware that ********************** is not compliant with physical therapy office documentation. Thanks! ***** eskarous ******* physical therapy group llc

  

  Business Response

  Date: 02/11/2025

  Thank you for bringing this customer's complaint to our attention. Our software here at Tebra is compliant for physical therapy practices and can fulfill all their needs. However, this does require some customization and is best suited for practices that already have experience using Tebra.

  We have reached out to this customer directly and found a resolution that is acceptable for both parties. We are sorry that Tebra was not the right fit for this customer and wish them well in the future.