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:05/12/2023

  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.

  Written price agreed: $174. Price billed as per "agreement" $349. Terms also changed from 1 year to 14 months. Kareo Rep in writing apologized for error in agreement and offered to fix. He did this repeatedly and promised no charges and credits for charges made. Accounting refused to recognize error in agreement and stopped all communications. This company, entrusted to protect medical practice records, financial, professional and protected patient health information, is not trustworthy in its biz practices by engaging in a modern bait and switch sales technique. The lack of responsiveness in fixing a pricing error, and creating a sales scenario that misleads (at best) small businesses, is not befitting a company entrusted to the most sensitive information. I just got off of phone with our small biz banker and she suggested I contact BBB about this matter. Shameful for Kareo to conduct itself in such a predatory manner.

• Initial Complaint

  Date:05/08/2023

  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 own a small mental health practice. We are planning to expand our services and upgrade our EHR to an EMR. We were told by the Kareo's salesperson about so many features of the product that were untrue--including how easily we could transfer our data to their system. We signed the contract in Dec. 2022 and it is now May 2023 and it hasn't worked for ** yet. No data has been transferred and we have not been able to use their system yet. We have been paying more than $1,200 each month for absolutely nothing. We have tried contacting customer service and accounting but their responses have been empty promises. I wish their product had worked for **. We have invested heavily in Kareo-time and money and we have absolutely nothing to show for it. I have put a stop payment on their recurring payments and I've contacted my bank to file a dispute. I do not recommend their services and I am concern they are either grossly mismanaged, under staffed, or they are running bad actors--and none of those actions are good.

  

  Business Response

  Date: 05/15/2023

  Thank you for bringing this matter to our attention.

  We have been able to contact the customer and discuss the issues they have been having, and we are working together toward solutions. We will continue to work with this customer until we are able to help as much as possible. We appreciate this opportunity to help this customer.

  Thank you.

• Initial Complaint

  Date:05/03/2023

  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.

  We have electronic medical record system through **********************. We have been using this system for last 3 yrs. We had signed a contract with Kareo last year which has terminated. We are trying to contact Kareo for > 1 month to talk and the account manager contacted ** (***************************). We have never worked with this person and we requested to talk to her manager and she sends ** the email address of her manager but no one is talking to ** in spite of recurrent request. *************************** keeps saying that her manager is on vacation and gives another person's contact (*****) but he is not communicating with **.

  

  Business Response

  Date: 05/17/2023

  We are sorry to hear of the problems this customer has had in receiving the contact they requested. We have been able to get in contact with the customer and are working with them directly. We are also working to resolve this problem so that it does not happen in the future. We are grateful for the feedback from this customer and the opportunity to provide better service for them. We will continue to work with them privately until their issues are resolved. 

• Initial Complaint

  Date:05/01/2023

  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 am writing to file a complaint against Kareo for their inadequate software and unprofessional conduct. Our group practice signed up with Kareo for their software and services, but unfortunately, the software was not compatible with our needs. The sales agent failed to notify ** of month-to-month options and made ** sign a 12-month contract, which we regret.We utilized the Kareo software once, and over 150 claims were considered "lost". Kareo or the third party clearinghouse, TriZetto, were unable to track our claims, and our insurance payer never received those 150 claims. Due to the software's malfunction, we were forced to utilize a different software.We requested Kareo to terminate our contract, but they refused to do so and demanded that we pay an "early contract termination fee" of over $5000. This fee is unreasonable as we only used the software once and it did not work properly. We also had unfavorable interactions with the customer service team, who were unprofessional and rude. ************************* and ******** (unknown last name), who claimed to be "supervisors," did not conduct themselves as such.The Kareo software is outdated and has many malfunctions. Kareo will trick you into 12-month contracts without disclosing month-to-month options, which I find unethical. The sales agent should have notified ** about the month-to-month option, especially when they knew the system had many malfunctions.I would appreciate it if Kareo could terminate the contract and waive the "early contract termination fee." I am frustrated with the software's malfunction and the unprofessionalism of the customer service team. I hope this issue can be resolved soon.Thank you for your time and attention to this matter.*********,*******************************

  

  Business Response

  Date: 05/16/2023

  Thank you for making us aware of this issue. We strive for the highest level of customer service here at **********************, and are sorry for the problems this customer experienced. We have been able to make contact with this customer and are working toward an acceptable resolution for both parties. We will continue to work with them directly until the matter is resolved.

• Initial Complaint

  Date:05/01/2023

  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.

  I switched to another EMR and Kareo closed off the access to the charts I had created in Kareo without any warning. They have offered to give me 2 days to move all my charts out but they have no method of accomplishing this.

  

  Business Response

  Date: 05/15/2023

  Thank you for bringing this matter to our attention. We are trying to contact the customer to discuss the issue they have.

  Thank you.

• Initial Complaint

  Date:03/30/2023

  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 practice based with multiple locations, etc). The rep said there was "workarounds" that would not add undue burden on the business or potentially compromise existing business. 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 semi-retired clinician who does not see many patients, with the volume of patients we see and the number of locations that rely on our services, 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, she concluded Kareo could not provide what we needed. Long story short, we signed the contract under a false premise that Kareo works with similar organizations who had multiple workarounds to satisfy out 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 **** ***************. Very disappointed and buyer beware.

  

  Business Response

  Date: 04/17/2023

  Thank you for bringing this matter to our attention. We have been able to contact the customer and discuss the issues they have been having, and we are working together toward solutions. We will continue to work with this customer until we are able to help with all of the issues. We appreciate this opportunity to help this customer.
  
  Thank you BBB.
  

  Customer Answer

  Date: 04/18/2023

  
  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:03/08/2023

  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 have been using Kareo for many years for medical billing. A little over a year ago the ******** claims stopped being processed. This company is nearly impossible to find a knowledgeable person to deal with. We have called the helpline numerous times. They told us we had to reapply to ********. That took several months, but we were notified months ago by ******** that we have been approved. We kept checking with Kareo and it said all of our claims are processing.When we will call and tell them we have not been Paid they said that we have to refill out our electronic billing credentials with them. We have re-done this numerous times each time takes days to weeks until they approve it. They are all eventually approved . However, our ******** claims for the last 14 months have never been paid. The only people we were ever able to get at kareo to follow up were the account representatives/billing people. When we called to complain that they raised their monthly rate from $200 a month to 400+ dollars a month without ever processing a single claim in 14+ months they offered to lower the rate to $200 a month. They said I can cancel the service, but then they would not submit the 14 months of claims to ******** that I have paid approximately $3000 in billing charges. The billing person I worked with seemed knowledgeable and asked us to re-submit the same exact things weve done multiple times in the last 12 months. I asked if we can elevate this and actually find a person at ****** who can walk us through it and make sure its resolved and instead, she said email the screenshots of what youre doing, something that we have done multiple times over the past 14 months.The customer service here is horrible. The only thing they do well is charge us every month. I would suggest any other physicians or medical office look elsewhere for a medical clearinghouse.

  

  Business Response

  Date: 04/05/2023

  Thank you for bringing this matter to our attention. We have been able to contact the customer and discuss the issues they have been having, and we are working together toward solutions. We will continue to work with this customer until we are able to help with all of the issues. We appreciate this opportunity to help this customer.
  
  Thank you ********************
  
  *************************

  Customer Answer

  Date: 04/09/2023

  We were contacted by the business but they had us redo the same application process we've been repeatedly doing for the last 15 months. I had my office manager spend hours reapplying to ******** (though ******** said the account was approved 6 months ago). We still have not gotten paid for medical care to ******** patients since the beginning of 2022. ******** only lets you bill for the proceeding 12 months so I believe there is little chance of getting paid for patient care for the first 4 months of 2022. Fortunately for Kareo I paid them monthly for their (non functioning) billing service, perhaps that is why this was never a priority for Kareo. I've repeatedly asked to elevate this to someone who can help, but instead I keep being told to refill out the same forms I've done previously (dozens of times). They do not seem to care. We have resubmitted again (each takes days to a week to respond) and still have not had anyone at Kareo investigate and find out what the problem is. Meanwhile they are still billing me monthly. I should just leave but do not wish to lose all of the work/payments from last year.

• Initial Complaint

  Date:03/04/2023

  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.

  As a mental health provider, I signed up for this EHR in November 3, 2022, based on the demo I was given. They require a year contract, charge a termination fee (remainder of contract term), and have not kept up their end of this contract.Customer service apparently keeps no notes on individual customer accounts as I have spent numerous hours on the phone and/or sending emails back/forth with Kareo and the insurance providers (I can send copies of all of this). Each time, I get different information with no continuity of care and awareness of any prior steps other support members have provided. Most concerning is that I cannot submit ******** and many other claims, despite sending Kareo what they request on multiple occasions and/or contacting the ********/insurance payors.

  

  Business Response

  Date: 04/05/2023

  Hello Better Business Bureau, 
  
  We want to send the following a a response for this complaint:
  
  Thank you for bringing this matter to our attention. We have been able to contact the customer and discuss the issues they have been having, and we are working together toward solutions. We will continue to work with this customer until we are able to help with all of the issues. We appreciate this opportunity to help this customer.
  
  Thank you ********************.

  *************************

• Initial Complaint

  Date:03/01/2023

  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.

  Purchased product with misrepresented product, unable to do what was promised on websites and through their verbal sales pitch. Actual product was filled with problems, lack of response from their billing (practice manager section) where most of the problems occurred. Best support was the onboarding process with ******, but ****** sent messages for two weeks with my request for phone contact. ****** reported that that section are behind about two months. With continued billing confusion and lack of progress of any contacts with the billing section in a month of utilization, I requested to terminate the contract because their product was not working as presented. I wrote emails to terminate without response (received a link to contract only), ****** submitted my request for two weeks to call me to rectify issues in the billing section for two week, and ****** reports that that section is backlogged about 1-2 months as the reason for no return call. Sent a formal request on 2-17-23 vial email to "Cancel my contracted subscription please, based on false statements as in their ad on website: "************************************************************************* Are there any setup fees or long-term contracts?No. There are no setup fees and no long-term contract. You simply pay as you go on a month-to-month basis and can cancel at any time." I finally was able make contact by calling (after 5 attempts and messages) the Loyalty team who was disinterested to discuss a reasonable termination fee even with false statements in ads or promises. Loyalty rep stated that I will have to pay $1,218 to terminate my contract. When I asked for a more reasonable termination fee because of their false advertised program ability, learned only after one month use. The rep said that the lowest fee possible is to charge me 5 months that amounts to $870 to terminate, but will need approval first, and will return a confirmation call in two days with the termination fee. No calls were received from the Loyalty after two days. Very disappointed with the product and response.

  

  Business Response

  Date: 03/10/2023

  Thank you for the opportunity to address this customer's concerns. We have been in contact with the customer and have reached an acceptable resolution for both parties. We recommend that all customers read and understand their contracts prior to signing, as the terms of the contract, including the early termination fee, are clearly outlined in the contract. We will continue to work with this customer for any other needs that they may have.
  

  Customer Answer

  Date: 03/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and it was a a satisfactory agreed with a disappointing outcome.  I would like others to be aware of the deceitful practices where the ads and sales pitch doesn't match the written agreement (fine print).  The ad stated that "Subscription is paid Month to month with no early termination penalty," which is not verbally conveyed in the ad or their presentation (demo).  I admit I trusted the ad and presentation and didn't read the fine print as detailed as I should on the digital agreement, to start the use of their electronic medical record.

  To terminate my contract after using it for Kareo program for a month, knowing it didn't meet my expectations after a month, Kareo has agreed to cancel my contract with a reduced penalty of $688 + $181 (March payment even if the request to terminate started in FEB 2023).  Disappointed but satisfactory agreed on the termination terms.

  
  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  Date:02/27/2023

  Type:Sales and Advertising 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.

  Good ******************** was attempting to avoid charges that were not fully disclosed to ** from Kareo. We had originally trialed there services in December of 2022 and was in the process of moving forward. We ultimately could not move forward as I was involved in a motor vehicle accident which hindered my abilities to practice medicine. We had notified Kareo after they threatened to charge us $5,000. The charge was based on services they had not provided. Additionally, throughout the process in December there were several staff members from Kareo that did not show up to virtual scheduled appointment times. We disputed the charge and were told we needed to provide a reason.

  

  Business Response

  Date: 03/10/2023

  Thank you for making us aware of this customer's concerns. We are very sorry to hear about their current situation. We have been in contact with the customer and are working together with them on a resolution.
  
  
  As always, we recommend that all our customers read and understand their contracts prior to signing. All terms, the contract end date, and the early termination fee are clearly outlined in the agreement. 
  
  
  We will continue to work with this customer until the situation is resolved. Thank you for the opportunity to respond to this matter.

  Customer Answer

  Date: 03/16/2023

  We would like to have the charges resolved with ********************. They reached out but we would like confirmation of the refund.

  

  Business Response

  Date: 03/21/2023

  We have reached out to this customer again regarding the charges on their account, and have reached a resolution that is acceptable to both parties.
  

  Customer Answer

  Date: 03/24/2023

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