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:02/22/2023

  Type:Customer Service 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.

  Software no longer allows me to refill certain medications. Patient notes dont include the quantity or refills of medications. Med lists on notes change after the fact so they dont reflect what the patient was taking at the time of visit. Tasks tied to patients are not searchable or attached to patient charts. **************** is nonexistent. I am stuck with an unacceptable ehr system that is going backwards instead of forwards. Also, with most recent update, I have not been payed by BCBS in 2 weeks and am about to go under. Thanks Kareo, and thanks to the healthcare bureaucracy that forced subpar ehr systems on us.

  

  Business Response

  Date: 03/13/2023

  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.

  
  

• Initial Complaint

  Date:02/22/2023

  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.

  Was pressured into signing up because of a promotion that ended "TODAY"..... Its been 3 weeks, *** never even signed into my account. Sales rep says I can cancel if it's not a good fit. Tried to call and cancel Called today 2/22/23 Spoke with ***** in accounting who then passed me over to his loyalty team....****** in the loyalty department answered, she should not be handling customer calls and certainly not in the loyalty department.. ****** was a complete jerk, so I called back- ***** in accounting answered again and I asked to speak to a manager in the loyalty department, obviously assuming that a MANAGER would have a better attitude.. WRONG!!! This person was worse... Don't know the name and honestly couldn't tell by the voice if it was a man or woman... Both ****** and the so called manager told me I needed written proof that the sales guy said that.. LOL... I told the manager that I would make a complaint with the BBB and he/she replied... Go ahead and make your complaints wherever you want, cancel your credit card, or do a chargeback but we're still going to invoice you and if you don't pay we'll send you to collections.... REALLY??? What legit company would say this.. Terrible customer service, terrible "loyalty team"..... Keep in ming.... I have even logged into my portal... This real simple... You haven't charged my card because i'm still in my free 30 day trial period.. Just cancel my contract- simple.

  

  Business Response

  Date: 03/21/2023

  Hello, 
  
  Please find our response to BBB complaint ID ******** below:
  
  Thank you for making us aware of this customers complaint. We hold ourselves to the highest standard of care here at Kareo, and we are sorry to hear that they did not experience this. 
  
  We have been in contact with this customer and have been able to find a resolution that is acceptable for both parties. 
  
  As always, we encourage all our customers to fully read and understand their contracts prior to signing. It should especially be noted that we never offer trial periods, and the terms of the early termination fees are always clearly outlined in every contract.
  

  
  

• Initial Complaint

  Date:02/21/2023

  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.

  Kareo, sales is great up front. They tell the buyer everything they want to hear but do not tell the truth about the product. 1. There is no telehealth services available as promised on the contract. False advertising and violation of contract. Promised goods not delivered.2. They give your information to a site called ********** without permission who puts your home information and personal cell information to the world. Invasion of privacy and security.3. They say you can cancel and that it is month to month billing and then the contract ****** something else.4. Was informed I had a two month free trail period and it was cancelled during the trial period before the contract was enacted for the year and now they say its not a trial period.5. Rep ****** client could get out of contract and there are valid reasons but customer service was irate and refused to do so 6. Poor training and not set up for success. Unfortunate, Seeking out of contract as mentioned by the rep was possible and customer service agent said they could but refused to do so. Threatened with collections. Have not even seen one patient as the system was not ready for patients and company prematurely shared my information in public domain Without my permission.

  

  Business Response

  Date: 03/10/2023

  Thank you for making us aware of this situation. We strive for an excellent customer experience here at **********************, and we are sorry that this customer did not experience this. We have been able to contact this customer and are working to resolve her concerns. We will continue to be in contact with this customer until resolution is complete. We have also been able to clear up misunderstandings regarding the telehealth product and the fact that we dont have trial periods, only discounts off of annual contracts.

  Customer Answer

  Date: 03/10/2023

  *********** has been in contact with me. Thus far, they are still investigating and are working on removal of the site, that was incorrectly posted with my private information in public domain. They have yet to explain why there was no telehealth services able, and did not fulfill their contract (breach of contract) with services and training. The termination fees are still pending waiver.  *********** only took information to further investigate at this time. The complaint still remains open. 

  

  Business Response

  Date: 03/21/2023

  We are happy to report that this customer's concerns regarding their address information have been resolved. We also have been able to explain to the customer that they did have telehealth enabled on their account, they simply needed more assistance to learn to use the system. Lastly, we have been able to address the customers concerns regarding their early termination fee, and we have let them know that we will continue to be in touch with them with any other concerns that they may have.

• Initial Complaint

  Date:02/14/2023

  Type:Customer Service 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 recently signed up for the Kareo service. Immediately after sign up I began my self tutorial as instructed. When I had a problem with the software, I reached out to the salesman who was able to clarify the issue somewhat but directed me for future inquiries to the assigned success coach. I had no idea who my success coach was, as I had not heard from them at that point. She was able to provide me her contact information. I then reached out to my success coach to help with my software issues and I never heard back. I sent two emails with no response. I also sent a request to customer support to assist with uploading the appropriate software for my MacBook and again after several days, I never got any response. So today after having the software for one week and not being able to move forward with its functionality, and having no response from any customer service representative, I elected to try to terminate my relationship with this company. My cause for wanting to terminate our agreement was based on the fact that services could not be delivered in a reasonable and timely manner. I called to request to cancel my service and was told I would have to pay the full one year fee. I do not think that is a reasonable request as they have failed deliver the product as promised. I do not want to do business with a company that cannot provide timely support if I am taking care of patients that *** require medical care in a timely manner.

  

  Business Response

  Date: 02/22/2023

  Hello, and thank you for bringing this to our attention.
  
  A different Success coach reached out to the customer and they are working together to get the best resolution for their complaints.
  
  Thank you. 

  Customer Answer

  Date: 02/22/2023

  this is not accurate. I am still with the same success *********** still have not received the appropriate support for being a Mac user. I made it clear that I am a Mac user and that I did not want to use stripe and in both instances I have been misled. Every aspect of this is pulling teeth.

  ***

• Initial Complaint

  Date:02/10/2023

  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.

  The company has been contacted on several occasion to terminate renewal of a contract for electronic medical records system. In writing, by phone etc. Each time, ID#'s re being formed however no contact and continual contact from the LOYALTY TEAM. The services have not met the desired or promised outcome of delivery, the agents are not receptive to request, nor do they provide services promised. I have have ***** calls/complaints in 12 months, no resolution. On 12/20/2022 at 9:00 am I notified the company after receiving NOTICE of a 2023 price increase of 7.5 % I advised them in writing to cancel the account. This increase was not conducive to my practice at this time. I was offered discounted services, I declined. On 02/10/2023, I was BILLED at the **** INCREASE. I have several emails of cancellation request. This is bullying and bad business. I was billed AGAIN!!!*************************,Thank you for your recent payment to Kareo! Here are your payment details:Customer Account Number: ***** Customer Account Name: **************************** Total Amount: $369.00 Transaction Date: 2/10/2023 If you have any questions or would like to view your latest bill, please visit the My Account section of our website.Go To My Account Kind Regards,Kareo Accounting Team www.kareo.com/contact

  

  Business Response

  Date: 02/17/2023

  Thank you for bringing this customers situation to our attention. Here at Kareo, we hold ourselves to a high standard of customer care, and are sorry that this customer did not experience this. We have been researching the details of this customers experience and are using this experience to improve processes in the future. 

  We have been able to make contact with this customer, and have corrected their billing issues. We now consider this problem to be resolved.
  
  

  Customer Answer

  Date: 02/19/2023

   

  The business has contacted me to issue a blameless apology for the lack of customer service. They also requested that I sign a document, prior to the REFUND being released to me. I have encountered non-sufficient fund fees due to the processing of these payments $36 per transaction PLUS to $369.00 fees charged on a account that should have been CLOSED per my verbal and written request. 

   

  Again, I have NOT received a refund.  

  

  Business Response

  Date: 02/24/2023

  We have reached out to the customer again to clarify the refund process and timing. We are grateful for this opportunity to help make this situation right for this customer, and will be continuing to work with them until everything is completely resolved.

• Initial Complaint

  Date:02/06/2023

  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.

  Had a demo with Kareo sales rep for their *** & was told there was a 90day onboarding period and promo 60 days no charge, then monthly fee. Within 40 days I saw the *** fell short of my expectations and told my success coach that I would cancel services. At this time I was told it was an annual **************** would still have to pay for a year (minus 60days). It was never disclosed to me verbally or in writing that I was locked in for 1 year. A case was opened with the loyalty department and things went south from there. The "loyalty ***** was difficult to work with, no full names given, though I had full names of the sales rep and the success coach. They said I signed a contract which I did not have a copy of. After several weeks, I was sent an email with my typed name; this was reported as a contract agreement sent via docusign, but no date or timestamp of adopted signature is noted. I emailed the supervisor the ebrochure I received from sales which actually says *no long term committments.* It did not disclose required 1yr commitment, neitherdoes their website; many other ***s disclose this requirement up front. No response for weeks. Loyalty **** finally calls, supervisor no longer works there but my acct will be closed and will be charged full fee. I asked to speak with a director, another several weeks until recent email for Sr **** Mgr saying full *** due or acct to be sent to collections. I emailed & called immediately no response; Kareo closed for company meeting. It's been weeks with daily emails with attempts to collect, but no answer when I reply email or call.Today Kareo called and hung up. I called right back and was sent to Loyalty, new staff, explained situation, was told she couldn't help me. Asked to be transferred to Sr **** Mgr, she said ok, then hung up. I tried to call back & no answer, message that Kareo is closed for company meeting. From 9/2022 til now, 2/6/23, no resolution. Kareo has shown predatory practices then evades customers.

  

  Business Response

  Date: 02/16/2023

  Thank you for making us aware of this situation. Here at Kareo, we pride ourselves on providing excellent service to our customers, and we were sorry to hear that this customer did not have a positive experience.

  The promotion that the customer mentioned was a promotion we were offering at the time for new customers to receive two months free when they signed up with an annual contract. Unfortunately, in this situation, the customer told us that they did not understand the contractual obligation and thought the first two months were a free trial period, which is not something we offer.

  We always require a signed contract before working with any clients, and the contract always outlines the length of the agreement and terms of the early termination fee. We always recommend that our customers read and understand all contracts prior to signing. 

  Thank you again for the opportunity to address this. We have reached out to the customer to discuss their concerns in-depth and have come to a resolution that is acceptable for both parties. 
  

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service 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.

  The team that handles ERA enrollment has to be the most incompetent and useless group of people ever hired by a software firm. There is no way to contact these dolts by email and the dashboard NEVER reflects any advancements as to where in the process the enrollment is. It's almost as if it is there for show. If it didn't take so much time and effort to transfer to other software, I would definitely have done so. This system is unorganized hot garbage that is less than reliable in a number of departments. I hate Kareo. They need to get their stuff together. Medical practices rely on reliable service and not a bunch of buffoons reading from a script that can provide NO information or transparency when it comes to vital parts of a practice.

  

  Business Response

  Date: 02/13/2023

  ************ Busines Bureau.
  
  Thank you for bringing this to our attention. We got in touch with the customer, and we're giving him the required assistance.
  
  Thank you.

• Initial Complaint

  Date:01/25/2023

  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.

  Kareo promised software that did not work as represented; due to the misrepresentation, I attempted to contact the company on several occasions to cancel and did not receive a response for over 2 weeks. A customer service rep told me that the loyalty department was unavailable for the month of January. When I continued to call customer service, I was finally contacted via email and told that I have no right to request a cancelation, despite the software not working as it was sold to me. I did not receive the support promised and was provided no grace ****** while learning the software to determine if it was a right fit. Kareo then refused to communicate about cancellation requests. Sign up: Nov 18th, after the sales representative rushed through the details of the contract. I was misled to believe the payment schedule was month-to-month and was not verbally told there was no grace ****** or cancellation ability if the software was not a good fit. Nov 28th, a success coach informed me I could not use my own intake forms, and I would have to create new templates in Kareo, opposite what I was told initally. Next, the success coach offered office times, but they only consisted of very early morning times (6am PST). I asked for assistance on Dec 2nd, and a meeting was scheduled for Dec 12th, for 30 minutes, but at this point, I could see that the Success coach was not invested in my success. This coach gave notice of resignation on Dec 23rd. No one reached out to me to schedule onboarding training until after I requested to cancel my account on Jan 5th. *****, from the loyalty department, would call but not leave a call-back number so there was no way to communicate via the phone, despite over 15 phone calls to Kareo and emails requesting a call-back number. I was told I would be charged $174.00/mo x 11/mo = $1,914.00 despite never using the service for patient care because it did not do what was promised and having no intention of using it moving forward.

  

  Business Response

  Date: 02/13/2023

  Thank you for making us aware of this situation. We are sorry to hear that our software was not a good fit for this customer. We have been in communication with this customer and have come to an acceptable resolution for both parties. 

  
  

  At Kareo, we take customer service seriously and strive for satisfaction and transparency in all of our transactions. We always ensure the terms of the agreement, including early termination fees, are clearly outlined in the contract, and do encourage all of our customers to fully review and understand their contracts prior to signing.

  
  

  We are glad we were able to work with them and come to an amicable agreement.

  
  

• Initial Complaint

  Date:12/02/2022

  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.

  We are a multi-disciplinary healthcare clinic in business since **** and have had 2 different clinical software programs. We have never experienced issues with a business such as this one.Our first contact with Kareo was June 1st, 2022. We were seriously misled about the capabilities of the software. When ask direct questions regarding the ability to use this software to sell our products and to schedule multiple providers, we were assured that it would not be any problem. There has been nothing but problems from being told later that we had to have another program to inventory and sell our products to the horrible data transfer situation. We spent over 4 months trying to get our data imported until finally our IT company told us it was an insurmountable problem and Kareo did not have an adequately experienced team of the ability to support a data transfer of our size. Also, our account was debited $1200 with no notice. When we decided to discontinue Kareo, (10/26/22) after much frustration and cost to our clinic, they first appeared to be understanding that this system was not capable of handling our clinic. Then, we received an email with a huge termination fee for the full year even though they stated this program was only on a month-to-month basis. The owner also received a phone call from someone named ****?sp who told her they had a whole team of lawyers and had dealt with people like her before. We were then told it was due to bad data so it was our fault they could not complete a transfer. No explanation as to the fraudulent sales techniques. We have a national IT company who has a lot of experience with data transfer, and they have also provided us with written comments.Also, no written agreements have been produced and we signed nothing. After reading the multiple complaints that are similar to ours, we feel it is necessary to add to them in an attempt to either get this company to do the right thing or warn others of their deceitfulness.

• Initial Complaint

  Date:11/22/2022

  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.

  Kareo has caused so much money loss for us. They increased prices via email and there was no contract signed from me at all. They switch managers very frequently and I was never contacted back with answers that were needed and things that were needing fixed.

  

  Business Response

  Date: 01/06/2023

  Hello Better Business Bureau, 
  
  We would like to post the following response to this complaint: 
  Thank you for the opportunity to address this issue. We have been in contact with the customer, and we were able to discover the cause of the pricing discrepancy and correct it. We have reached an acceptable resolution for both parties.
  
  Thank you. 
  
  Best,
  ***************************
  Strategic Programs Lead