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:06/17/2023

  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.

  Kareo is an internet company storing private patient information for providers carrying for sick and afflicted. They have fraudulent and misleading promises in their contract which are far from the truth. This company is very unethical and dishonest. They do not meet their end of contract at the same time as they are locking providers in it and demanding a full payment. What is described in the contract is not what is provided by this company. This company should be dismantled and forbidden to exist. This kind of business should be fined and prosecuted for extortion, threats and demand of payments when the services stated in their contract is complete and blunt lie. I am shocked this is even legal and allowed in America. I am seeking a class action lawsuit against this company. This is unfathomable to me to demand a full payment for such a horrible dishonest service which should be punishable by law.

  

  Business Response

  Date: 06/30/2023

  Thank you for bringing this to our attention. We are very sorry to hear that this customer has not had a positive experience.

  At Kareo, our teams are dedicated to providing excellent service to our customers and strive for transparency in all of our transactions. We regret and are very sorry to hear that this customer did not experience our best care. We are reviewing the situation internally and will be following up with the customer to address their concerns and work towards a resolution. 

  Customer Answer

  Date: 06/30/2023

  Dear BBB,

  I do not owe Kareo any payments. I do not pay companies who extort money without providing promised services. Kareo did not meet their end of the contract. They do not provide the services they proclaim to render. They are a fraudulent company who lock customers ** in their misleading and fraudulent contract. I do not owe them any payments. They need to refund me what they have collected from me and apologize for wasting my time. 

  Warmly *************************** APRN

  

  Business Response

  Date: 07/21/2023

  Thank you for the further information from this customer. Upon speaking with this customer, they found the online training to be confusing, and wanted more direct contact with their Implementation Manager. This is where they feel that we did not keep up our end of the contract. We are sorry that they misunderstood the training process here at Kareo, and that they found it unsatisfactory. We are currently working directly with the customer to help them get access to their patient information, and to come to a resolution that is acceptable to both parties. We will continue to assist in any way that we can. As always, we encourage all of our customers to read and understand all contracts/agreements prior to signing. 

• Initial Complaint

  Date:06/15/2023

  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.

  KAREO/TEBRA IS NOT a BBB corporation and will never be. The company is poorly managed, disrespectful to physicians customers and has a pattern of unacceptable and unscrupulous business practices as evidenced by the numerous complaints here. They do not even address physicians as Dr.I invested in Kareo after learning the product at another office from the offices own employees as the coach was never involved. I purchased my own Kareo in October of 2022. The transition was poor, I have never gotten my prior clinic templates. I am now locked out of the account for no reason and unable to access for months and no emails answered. I have been paying the entire time. I have spoken to ************** and ******************** There has been no resolution to this day and they are still taking money. They need to refund my money and terminate the agreement for breach of contract and cancel any renewal. Nothing else will be acceptable.There are pages of dissatisfied customers. Kareo has failed the medical providers and thus the medical community and that is clear. We will be contacting the various medical academies to review EMR and EHR software companies like Kareo. This company Kareo along with all others will be reviewed along with input from all of the physicians with regard to their performance. We will look at them objectively and in my view, based on my experience and those written here this company will not survive scrutiny. There are simply too many similar complaints of a lack of service, a lack of responsive communication and improper billing and rebilling despite attempts to cancel and request refunds. We will produce the BBB review of each company including KAREO so that any predatory conduct can be resolved and every member/specialty warned. The leadership of the academies have a duty to protect its members and will do so. This company should be reviewed along with all others and will be reviewed to determine if it is a nuisance to the medical community and its members.

  

  Business Response

  Date: 06/28/2023

  Hello, and thank you for bringing this matter to our attention.

  We are working extensively with this customer to help him, We already gave him access to the program and our loyalty team is working with the customer to address their concerns regarding the termination fee.

  The loyalty team is waiting for an answer from the customer our representative sent him multiple emails looking for a responce.

  We will keep working with the customer to assit him as much as possible.

  Thank you.

  Customer Answer

  Date: 06/28/2023

  I have emailed ***** on several occasions . I made it clear that because they unilaterally disconnected service without cause that they had a duty to reinstate it. They did that after 3 emails. Further I requested confirmation that Tebra/Kareo would discontinue service and discontinue charging me immediately without a termination fee and cancel any automatic renewal and refund the money that they took while blocking my access to the software and my patients information. Tebra/Kareo is the moving party in this scenario. They breached our agreement. Absent their behavior this would not have happened. This a pattern of behavior for them. I am awaiting confirmation and refund.

  

  Business Response

  Date: 07/05/2023

  Thank you for the reply. This customers service was not disconnected by Kareo, but by an administrator at one of the customers own practices. This is a problem that could have been quickly resolved with our Customer Support Team; however, the customer refused contact with Support.

  When it became apparent that he would not contact Support himself, we reached out on his behalf and were able to restore the account access that he needed.

  Our Loyalty Team reached out on June 28 to complete his account cancellation; however, the customer was not available to speak at that time. He was given the direct phone number that he can call whenever he is available to complete the cancellation process. As he has not called in to complete that process, he was sent the phone number again today, July 5. Our team is ready to finish the cancellation process, we simply need communication from the customer in order to do so.

  Customer Answer

  Date: 07/14/2023

  This is another false statement. The service was cut off by Kareo/Tebra and they have not taken responsibility for their actions and I reject this answer.
  The service was cut off unilaterally and without cause. I had to search the internet to find out the basic email pattern for Kareo and then email random people who work there. I expressly explained to Kareo/Tebra that because they cut off the service without cause that they should cut it back on. I simply wanted to retrieve my patient care information. I no longer want to do business with Kareo/Tebra. No one apologized and no one contacted me until I contacted them.This is precisely why we cannot partner anymore.I have spoken to Jubilio about cancellation. I sent them a cease and desist letter and copied counsel. Kareo/Tebra wants to continue collecting money after breaching the agreement. The reason for cancellation is failure of performance. This is substantial and material breach in our agreement and I have expressed that numerous times through email. I will not waiver on this point. They have several emails that I sent to them.  A phone conversation is useless. I need everything in writing.

  1)Kareo/Tebra please cancel the account 2)Do not assess the early termination fee -YOU BREACHED THE AGREEMENT   3)Return my money from May June and July 4)Do not renew my agreement                                                                                                                                                                                                                                      

• Initial Complaint

  Date:06/07/2023

  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 signed a contract with Kareo Health for a monthly fee of $174.00 on Nov 10, 2023. I trusted this company to abide by their contract and they let me down. So, I recently received an alert from my credit card company saying that my funds were depleted. Kareo was overcharging me $349/month!! I didn't notice because automatic payments were taken from my credit card. I never used the *** because I was still building my brand and clientele. I called and the representative told me "It is my fault because I didn't look at my statements and they cannot refund or credit my account." There was no new contract signed nor did I verbally agree to this upcharge. Plus, my acct is closed. Avoid this company at all costs due to shady dealings. FYI- They are merging with Tebra.

  

  Business Response

  Date: 06/26/2023

  Thank you for passing along this customers information. We have been able to reach out to the customer and are currently researching their account. Though we dont yet have a full resolution for this customer, we will continue to work with them until we can resolve all their issues. 

• Initial Complaint

  Date:06/02/2023

  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 enrolled with the services on April 26, was told it was a month-to-month agreement. On May 5th, I requested to have my services cancelled. Under these terms I was under the impression I had to pay the month I used. I called accounting was told it would take 3 WEEKS to process my request. I called today asking for an update where I am told early cancellation fee applies and I will have to pay close to $3K to cancel. I wish I had came in to BBB before even considering this account. The answers they give to the complaints are extremely unhelpful and pathetic. I would not recommend the service at all.

  

  Business Response

  Date: 06/16/2023

  Thank you for passing along this customers information. We are sorry to hear of the confusion on their account. They were able to speak with a member of our Loyalty Team on 6/6/2023 and come to an agreement. We also reached out to the customer on 6/7/2023 and again on 6/13/2023 to see if any further assistance is needed and have received no response from the customer. We always encourage our customers to fully read and understand their contract prior to signing. We are available to assist this customer with any further needs. 

• Initial Complaint

  Date:05/25/2023

  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 thorn in my side since day one. I have been trying to close charts for 3 months and still can not get this completed with this company- They are opening up identify theft and medical patient privacy issues and breaking HIPPA laws by not helping with this MAJOR issue. They lied about how great their program is, they told me information and showed me examples that all seemed great for my needs but then they have prevented me from having the security and customer service that was promised. When I contacted the help desk they never replied but send me a surveys the next day asking to identify the great service I had received five separate times, when completing it negatively I still did not get a call or email to assist me. i used their help page and it never answered the problem and i called to get this corrected and 3 days later got an email telling me sorry there was nothing that could done. DO not sign up with this company it has been a headache and continues to be i have contacted a lawyer to get assistance with this terrible company and program. Please don't use them go check out *********** they are a life saver.

  

  Business Response

  Date: 06/06/2023

  Thank you for letting us know about this customers complaint. On 5/25/23, we received a message from the customer stating that they were still having issues with closing their patient charts. We reached out by email on 5/26, 6/2, and 6/5 and by phone on 6/2 and 6/5, along with other emails and calls by other agents on other dates and times and are unable to get a response from the customer. We are happy to assist with closing charts whenever they are ready to communicate with us, but we are unable to help without contact with the customer.

• Initial Complaint

  Date:05/24/2023

  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.

  Similar to other reviewers,I own a mental health practice and Kareo reported functionalities of its site that are not true. Kareo refuses to fix the glaring issues with their system, nor will they issue a refund or work expeditiously to find a solution. Kareo consistently ignores calls and emails and had a system that is unsafe for client privacy and HIPAA regulations.

  

  Business Response

  Date: 10/12/2023

  Thank you for making us aware of this customer's complaints. We are sorry that they are not satisfied with the platform that we offer here at Tebra. We are constantly making improvements to our software, and appreciate the feedback that will continue to improve our platform for our mental health providers.
  
  We are also sorry to hear of the problems they had with communication with our support teams. We have initiatives in place currently to improve response times for our teams. This is something we will always continue to work on, with a focus on excellence in customer support.
  
  We here at ********************** take HIPAA very seriously. We investigate all claims of noncompliance and
  we have come to a resolution that is acceptable for both parties, the billing issues and the account for the customer's inconvenience.
  
  Thank you. 

  Customer Answer

  Date: 10/12/2023

  Tebra has delayed resolution to an extent that caused a barely-mitigated financial crisis for my business. Communication from the organization continues to be scattered and confusing, and the organization has not provided a refund as requested. Our organization is working on solutions through a place of fear for our clients and longevity, not through a sense of trust and collaboration with Tebra.Intentional/unintentional coercion and abuses are exhibited by the company locking our staff out of client records and billing while we were awaiting a promised resolution for exiting the system in an appropriate system. At the time of our having to exit the system Tebra had still not fixed issues with HIPAA and protecting the confidentiality of patients from unintended disclosure.

• Initial Complaint

  Date:05/23/2023

  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 started my own LLC back in Nov 2022. I am an RN with a BSN and knew I would need a good EMR. I contacted Kareo and initially spoke with *******************. Please note-I NEVER signed anything. He set me up with an Onboarding specialist named *******************. We had a few Zoom call meetings and then my business plans changed. I took on a partner and formed a new LLC. We asked for extra days of onboarding so my partner could get up to speed. They refused. After careful consideration, my partner and I decided Kareo was not a good fit and we told them in NUMEROUS emails and phone calls we were canceling, not moving forward with their company. ***** kept putting ** off saying the Loyalty team is working hard to get back to you. What? I never got ANY responses to my emails or calls. This went on for months. Then Kareo charged my credit card despite the fact I had cancelled well in advance. I disputed the charge and it was decided in my favor. I had to cancel that credit card and get a new one. Then, Kareo started emailing and calling DAILY wanting their money. I submitted pages and pages of documents, emails showing that I had indeed canceled months before. Then today I received a letter from Discover Card that the $326 charge was being reinstated because I didnt have a confirmation of cancellation. How am I supposed to get this when Kareo doesnt respond to emails or calls?? The original person I spoke with, *******************, did not respond either and I was then told he was no longer with the company. Convenient. Kareo is a fraudulent company, has zero customer service. Simply read all these complaints.

  

  Business Response

  Date: 06/06/2023

  Thank you for making us aware of this customers situation. We take pride in our **************** here at **********************, and we are sorry that this customer did not experience the best we have to offer. We are making improvements to our processes with our Loyalty Team to improve response times. We have been able to contact this customer and are working together with them toward a resolution. We will continue to work with them until this is completely resolved.

  Customer Answer

  Date: 06/30/2023

  I filed a previous complaint with Kareo/Tebra and someone from the company reached out. We sent several back and forth emails and they FINALLY agreed to a refund. However, the email I received was inadequate to process the refund through my Discover card according to Discover. There is no direct phone number to reach *********************. So I sent another email to her. According to Discover, since Kareo was PAID and the charge was definitely on my statement for $326.83, Kareo/Tebra SHOULD be able to send me the credit. Since the email agreeing to the refund did not specifically say the credit should be to my Discover card ending in ****, Discover will not issue it. This has been an absolute NIGHTMARE. The charge NEVER should have gone through to begin with, this is a fraudulent company that did not respond to my several emails and calls trying to cancel and then decided to charge me anyway! It has been 6 months and Im STILL dealing with this. BEWARE.

• Initial Complaint

  Date:05/18/2023

  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.

  Kareo, an Electronic Health Record (EHR) company, had made an agreement with ** on August 2022 to charge $****** a month for two providers in our business. (attached is the copy of that agreement) In March 2023, Kareo had charged my bank $2063.97 claiming that I had added another provider in February. without providing any evidence. Upon further investigation of my bank account I realized they have charged my bank in June and July 2022. (approx. $1400 and $1300.00 for no apparent reason, instead of $ ******. ) I sent Kareo several emails to clarify the issue, with no response from accounting, customers service or the representative that I was in touch with at the time. I advised the bank to stop paying Kareo unless they resolve the issue and adjust the excess money for the future payments, they have charged. Today Kareo has blocked access to the patients record and not allowing my staff to do their job, keeping our patients records as hostage unless they get this month fee. i) I need explanation of excess charges which amount up to approximately $4000.00. ii) Blocking us access to patients records is unethical, it cannot be blocked as some of the patients can go into withdrawal symptoms if not receive their medications in a timely manner.iii) They never responded to my emails, neither gave any warning of blocking access to records. iv) My staff and I need to access my records.v) Excess money to be applied towards my account.

  

  Business Response

  Date: 05/31/2023

  Thank you for letting us know about this customers concerns. We reached out to the customer on 5/26/2023 and then again today, 5/31/2023 requesting further information and are awaiting their response. We will continue to work with them toward a full resolution.

• Initial Complaint

  Date:05/17/2023

  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.

  We are a small business and feel like Kareo and its representatives did a classic "bait and switch" as we were promised by sales rep that the product could deliver what is needed (we are a small with interns that ** telehealth). The rep said there was "workarounds" that would not add undue burden on the business or cost extra. This was far from the truth as fate would have it as the changes we will have to make with this product would amount to thousands of dollars in added employee time, loss of productivity due to EMR limitations. While this EMR may work great for a larger business who see many patients, with the volume of patients we see, this EMR is grossly limited. After conversation with all members of their team, to include implementation specialist who sat in and viewed our current EMR and needs, they concluded Kareo additional charges would be needed. Long story short, we signed the contract under a false premise that Kareo works with similar organizations who had multiple workarounds to satisfy our needs. Presently, we have been told that a contract was signed so nothing they could do. Apparently lemon laws do not apply beyond vehicles. With this product, I feel as though I purchased a Corvette but received a scooter. Very disappointed and buyer beware.

  

  Business Response

  Date: 05/31/2023

  Thank you for bringing this matter to our attention.

  We have been able to contact the customer and we have listened to his concerns and displeasement, We are going to be working with this customer to get them the best resolution we can possibly give them. 
  
  Thank you. 

  Customer Answer

  Date: 05/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that we are working towards a resolution would be satisfactory to both of us.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:05/16/2023

  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 purchased the Kareo software under the premise that it had integrated scheduling for my patients. After signing the contract, I found out that this feature was not integrated and not customizable to what my company need are. As a result, I have lost appointments and income and have tried for the past two months to find a resolution with Kareo, filing service requests and talking with their customer support with no answer. I have since had to switch to a new EHR and requested to have my account switched to the lowest subscription, which I was told I could do when I signed the contract. After a month of emails, I am now being charged more than the contract I signed and the sales representative has refused to give me any alternative options to lower the cost, only sending me new contracts to sign with higher fees even though their website advertises lower cost options. After weeks of trying to change the subscription, I asked to cancel my subscription as we could not seem to get to a resolution. Kareo has ignored any of my requests other than to say they would charge me for the full year if I cancel and sending me new contracts. They have since charged me for higher fees than my current contract.

  

  Business Response

  Date: 06/01/2023

  Thank you for contacting us regarding this customers concerns. We are sorry for the confusion that this customer experienced. The software is actually able to integrate as they requested with changes to their settings, and the customer was informed of this when they called in to customer support on 3/6/2023. Unfortunately, the customer decided that they would rather not use Kareo than update the settings. We did offer to move them to the lowest available monthly price. The customer had been on a promotion for the first ************************************************************************* their complaint, and which had expired. We have reached out to the customer to offer cancelation with the early termination fee as per their contract, or the option to move forward with the lowest available rate. We are awaiting their response.
  
    
  
  Thank you.