Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/17/2022

  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.

  After signing up with kareo to submit billing for me and never explaining to my billing person that I needed to upgrade my account for more money. And after not providing me with the needed service, will not let me cancel and continue billing me after providing me no benefit.

  

  Business Response

  Date: 11/30/2022

  **** you for bringing this matter to our attention. Our team has carefully reviewed this customers account and has not found that Kareo misrepresented our product. This customer was able to use our software for billing purposes for their practice without an upgrade. We have been in contact with this customer, and their account has been canceled per their request. We always encourage our customers to carefully review their contracts prior to signing so they will understand the payments and early termination fees that they are agreeing to. We are sorry that this customer did not find ********************** to be a good fit.

  Customer Answer

  Date: 12/01/2022

  Its not true that I could do my billing without an upgrade. I have not receive any benefit from Kareo and simply end my relationship with them. I feel they owe me a refund. I do not wish to paid them a termination fee for services I did not receive. I feel this company is predatory and unfair.

  

  Business Response

  Date: 12/02/2022

  This customer had purchased our ********************** Billing Essentials plan, which allows them to bill their patients. We have offered to research their account to see why they had trouble using it for their billing, and the customer refused this option. 

   We have also provided training opportunities and offered assistance with using the system, and the customer has expressed that they are not interested. We would love to help this customer get the benefit from the program that they paid for; however, they would not like to speak with us regarding this. As Kareo did not misrepresent the product, and all contractual terms, including the early termination fee, were clear in the contract signed by the customer, there are no grounds for a refund. 

  
  

  Customer Answer

  Date: 12/06/2022

  If billing does not include insurance companies, I cant do billing. This is misleading. If I cant bill insurance companies I cant bill

• Initial Complaint

  Date:10/29/2022

  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.

  They lied about the product and lied about the amount that was going to be charged. They told me it was month to month which was a lie and it was actually 12 months that they did not disclose. They stated that you could cancel before the end of the month. I was informed several time that they would contact me to cancel within 2 weeks and it has been 3 months. They have neglected to contact me and have neglected to do anything they stated they would do. I started with them in August and asked to cancel the following day when I realized that they were lying about the services they provided. 5/17/22 had a demo of their EHR. Told no hidden fees, unlimited tech support, labs were included. Told ****** a month. 7/25/22 Informed if I signed up before end of month would get 50% off for 4 months, offer extended to 8/31/22 for cost of 4 months ***** then 174 month to month. Signed up 8/23/22, form stating was month to month. 8/24/22 asked to cancel because noticed there was false advertisement. Encouraged me to stay. 8/26/22 signed up for training, not prepared, had to be done over phone. Was informed it was 12 month, not month to month. This was never told to me prior to me signing or agreeing to terms. Not in contract I signed. Called to cancel, said it would take ***** business hours. Met with ****** again on 8/29 and then found out labs were not included as told, reason for purchasing. Escripts would not work. Then accounting charged me more than agreed. On accounting email, also states you can cancel if before the month, I asked numerous times to cancel and ignored by the company. Mislead and sold false product.

  

  Business Response

  Date: 11/22/2022

  Thank you for your message. At Kareo, we take claims of deceit very seriously. We have reviewed this matter carefully and confirmed that the terms of the agreement were clearly defined in the annual contract that ************** signed. However, we understand the trouble this has caused for ************** and regret that Kareo was ultimately not a good fit. We have reached out to ************** directly with a resolution for her concerns. 
  
  Thank you. 
  
  Best regards,
  ***************************
  Strategic Programs Lead

• Initial Complaint

  Date:10/28/2022

  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.

  After setting up my Kareo account and practice within the software I learned that there were several issues and lack of functions that were not apparent in the demo and were not clear when establishing my account. I mentioned during the demo and in different account setup meetings, my *********** in an EHR was to automate the majority of the administrative process, with a special emphasis on automating ALL scheduling functions. Unfortunately, I learned that the "appointment request" function offered by Kareo is not connected to the "patient portal", and patients are unable to see, schedule, request, or change appointments from their patient portal. Patients can request an appointment but have no way of going forward in time to check the ********* of visits going into the future, nor can they independently look at or cancel a future visit. My stated goal was to automate the scheduling process to eliminate any back-and-forth phone calls or emails, but Kareo does not provide a way for a patient to manage and change their own appointments without an intermediary. A Kareo representative confirmed that patients cannot manage their appointments through the portal and they would need to contact me directly to make any schedule changes, which directly contradicts what was advertised about the product capabilities. Given this issue, my onboarding contact and I both submitted requests to cancel my account with Kareo. After speaking with the loyalty department around 10 days after setting up the account they indicated that I would be able to cancel my account without financial penalty as I had not actually onboarded with Kareo and was unable to access capabilities I was promised. However, they never followed up and when I reached back out they now state that I will be charged for 9 months of the product, though I've only had the account for 18 days.

  

  Business Response

  Date: 12/22/2022

  Thank you for making us aware of this situation. 

  
  

  Weve carefully reviewed the matter and have been in communication with this customer regarding their concerns. The scheduling features the customer was hoping for are not included in Kareo, and we were able to determine that the customer did not request these features during the sales demo. Because this was not requested, we had no way to know these features were desired.  

  
  

  We delivered the software that was presented to the customer according to the contract that they signed. This same contract clearly outlines the early termination process and fees. We strongly suggest that our customers read and understand all contracts prior to signing.

  
  

  At Kareo, we want all of our customers to have an excellent experience using our product. While we have found that Kareo did not mislead this customer in any way during the sales process, we understand and regret that we were unable to meet this customers expectations. 

  
  

  We are sorry that Kareo was not a good fit for this customer and have reached out to them with a resolution.

• Initial Complaint

  Date:10/21/2022

  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.

  I inquired about Kareo and signed up after the sales rep overpromised that the account is connected directly to insurance plans and Labs, which was not true and I had to do the process with very little support. The onboarding person was not reachable by phone or email. When I tried to cancel, they informed me that I have a 14 months commitment, which was not mentioned at all when I signed up.The company has a very aggressive sales team who would over promise and the worst support for practices. I am frustrated with their services, but found that I was scammed into the annual agreement without my knowledge. I want to be able to close my account and not get stuck in the agreement that I was not informed about.,

  

  Business Response

  Date: 12/03/2022

  We would like to post the following message as the response for this complaint:

  Thank you for letting us know about this issue. We have attempted to reach this customer multiple times and unfortunately have not received any response. We would love the opportunity to discuss this situation with the customer as we do have a way for them to connect to insurance providers and labs, but have been unable to reach them. 

  
  

  Thank you. 

  
  

  Best regards,
  

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

  Strategic Programs Lead

  
  

  Customer Answer

  Date: 12/03/2022

  This is not true. I spoke to a business associate from Kareo and he reproted that he would review the call I hada with the sales person who misinformed me and told me that Kareo is connected with Labs directly and I don't need any further set up, which he bragged about to be a plus over the *** I was having at the time. The business associate never called back to discuss the review of the sales call I had with Kareo. 

  

  Business Response

  Date: 01/06/2023

  We were able to get in touch with this customer on 12/13/2022 to discuss his account and he let us know that he wanted to cancel his subscription. Our cancellation team has now been trying to reach this customer to discuss the terms of this request and initiate the cancellation process, however, they have not received a response. We are doing everything we can to fulfill this customers request to cancel the account, but we are unable to cancel until they speak with our cancellation team to finalize. We will continue to try to reach this customer to finalize their cancellation.

• Initial Complaint

  Date:10/13/2022

  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.

  During sales call I informed Kareo sales representative that I was a radiologist and needed EMR to work with my PACS/RIS system as all radiologist/diagnostic images use to store and review images. Sales representative said this would take 90 days to set up and although I was not going to open the imaging center until September 2022 that I needed to start my Kareo subscription in June 2022. During onboarding I realized that I didn't need 90 days to set up because Kareo does not have or build a bridge between Kareo and a PACS system. I said this is unacceptable and Kareo said the best they could do was decrease the monthly price from introductory $299/month to $50 month for 4 months then goes back up to $599/month after. I thought a solution would be for my IT team to build a HIPAA compliant bridge via HL7 connection between my PACS/RIS and Kareo. Kareo said they don't allow this and this was not discussed during sales or onboarding calls. Any reasonable person would agree that a radiologist using PACS/RIS would not purchase an EMR knowingly that would not be able to communicate. I tried to cancel my Kareo subscription and Kareo said I could cancel if I paid the $599/month fee for the duration of my contract totaling over $5,000. Kareo is usable- I would have less work using paper charts than trying to use Kareo and my PACS.

• Initial Complaint

  Date:10/05/2022

  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.

  CAVEAT EMPTOR, (Let the Buyer Beware!). Our First Responder Mental Health practice signed a future performance contract. In retrospect it felt like time-share-type-sales pitch, that stated this platform could do everything we needed it to do and more. We had access to learning the platform immediately. We familiarized ourselves with Kareos platform and capabilities, completing some of Kareos online training modules. Clearly Kareo had a questionable, ethical and potentially counseling confidentially breaking flaw for most all mental health clinical practices. The platform could not restrict clinicians, (who have no need to know), from seeing names of other clinicians clients, from other clinicians within the practice. This would create an immediate breach of confidentiality and result in most organizations being open to litigation and non-compliance by their State Regulatory Boards. We called Kareo IMMEDIATELY and were told there was a third party platform work-around. This other workaround was older, not user friendly from the platform demonstrated in the initial presentation. The salesperson was adamant that we could not cancel the contract because this work-around would fix the problem. We were told by KAREOs own customer loyalty person that the third party ONLY worked for reports and would not work for our needs or fix the confidentiality breach. There was no way to know the limitations of Kareos platform, until the future performance contractwas signed. Our attorney requested to cancel the contract and yet we were informed that we would still be obligated to pay for an entire year. Despite multiple attempts to contact their legal department, no one returned the phone call or the emails. Instead, we received a bill for services. Kareo has some Practice ending flaws and Potential legal issues - In ******** this platform could mean bankruptcy for most small Behavioral Health clinical practitioners.

• Initial Complaint

  Date:09/29/2022

  Type:Product 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.

  on Sept 21 i called to inquire about the services, i was sent a link and told that the only way to " try " the program was to sign up for, and if i did not liked it then i could just stop it at any time " I was not given any training and the program as I found out was difficult to use, therefore I called on the 26 to cancel and during that call i was informed that in order to cancel I had to pay the whole year of service ( this email is attached ) I was livid and very upset that they attempt to charge me for something 1-- I did not agree to 2- i did not use 3- they are not providing use for/ training I was hung up the phone after that call and called followed up with attached email where they explain what I need to pay in order to cancel my account I then called back the next day and was told " they would listen to the seller call and will call me with an answer" they never called me I called back the next day and the day after and the day after and they just tell me the same speech over and over " would listen to the call and call me with an answer. " I need to get out of this contract and prevent them to charge my credit card with what ever charges for this service.

  

  Business Response

  Date: 10/16/2022

  " Thank you for bringing this matter to our attention. At Kareo, we strive to provide excellent customer service and support for our customers. We have reached out to this customer with a proposed resolution for their concerns. "
  

  Customer Answer

  Date: 10/17/2022

  
  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:09/08/2022

  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 entered into a contract with Kareo after them showing me the demo of the product and promising me that they could get my EHR up and running in a short amount of time. They promised to get my electronic prescribing and state PDMP check done within a week and also told me they have an open *** that I could sync my calendars from my billing company and a patient referral services and that my onboarding specialist would be able to help me with all this. My first appt with the onboarding success coach was delayed because I messaged and said I would be just a few minutes late and when I got to the meeting he was not there. So I called and emailed and he said-"oh you cancelled". I told him that I did not and he jumped on and we were able to get started. I did all the onboarding training in their education recommendations and asked my support guy to help me with the electronic prescribing, after a month they said oh, we had to use a different third party because the other one was compromised! (thats not good to hear as a provider with a *** number!) Then eventually 2 weeks later was able to get that done. So here we are after 2 months of not being able to see patients they still did not complete electronic prescribing because no PDMP is set up and rather than them helping with the *** they emailed me a manual on *** integration that not even my IT people could decipher. So after them putting in multiple tickets and my success coach AGREEING with me that they could not do what they promised he said he can not make a final determinization but again agreed that it was a breech of contract. I called and spoke to the "loyalty" who said I had to pay the rest of the year over $2000 for cancelling. I explained I was not cancelling and they broke Section 8B of the contract. He then told me to pay $1000 right then and they would let me out. I refused, he said they would review and call me the next day and still nothing is heard from them. Again they did not do what they said :(

  

  Business Response

  Date: 09/26/2022

  Thank you for bringing this matter to our attention. We are in open communication with this customer and have come to a satisfactory resolution of their concerns

  Customer Answer

  Date: 09/27/2022

  
  Better Business Bureau:
  
  I have been in contact and they have resolved the issue per my request. Thank you! 
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:08/29/2022

  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.

  The company's sales person made material misrepresentations about the software in order to induce a contract. We learned about the lies within 1 hour of attempting to convert to the software and immediately terminated the contract as a result. The company is now attempting to intimidate and strong arm our practice into paying early termination fees, and have ignored my request to speak with an executive on five separate occasions. A more complete summary is being uploaded as a supporting document.

  

  Business Response

  Date: 11/03/2022

  Hello Better Business Bureau,
  
  We would like to post the following message as the response for this complaint:
  
  Thank you for bringing this matter to our attention. At Kareo, we strive to delight our customers and take claims of deceit very seriously. 
  
  Our team has carefully reviewed all communications in this matter and has determined that Kareo was upfront and honest about our product and the terms of our agreement throughout the sales process. 
  
  Prior to signing their agreement with Kareo, the customer was in regular communication with his sales representative about any questions he had. The sales representative answered all questions honestly, as we are a cloud-based system. We do use a desktop billing app to access the information from the cloud, but all data is stored on the cloud. 
  
  Additionally, there seems to have been a misunderstanding about our telehealth feature. Our telehealth feature has been designed for appointments between providers and patients. While it can be used for company meetings, it doesnt have all of the same functions that a standard video conference program might have.
  
  We regret that this customer did not find ********************** to be a good fit.
  
  Thank you.

• Initial Complaint

  Date:08/24/2022

  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'm a LMHC who provides telehealth mental ****** services online. I contacted Kareo based on a colleague who referred them to me as reliable. Supposedly, they have a software service conducive to make my job easier and keep all my files according to law. However, once I hired them and began my supposedly training sessions I was told by ************************* (coach) that I was being certified into Kareo software through Kareo University. I told him that I was not interested to become a certified Kareo specialist and all that I wanted was to learn how to run my business and keep all my files saved. I called **************** (sales) who was the person whom I spoke to and worked on my contract with me. I asked to switch me from ******* and he referred me to *****************************. After 2 weeks of me insisting ****** that she did not call me yet. She sent me an email saying that she was leaving on vacation. Another week went by and not training. Then, I called ****** to cancel my contract with Kareo due to fail to provide services promoted as contract without penalties. They refused. They already billed me $219.44 and they expect me to pay them for the rest of the contract of $1,745.00. I have spoken to *******************, Supervisor, via phone and sent her an email. She understood everything that I explained to her and acknowledged it. But, Kareo is not willing to let me go without charging me that kind of money.

  

  Business Response

  Date: 10/16/2022

  " Thank you for bringing this matter to our attention. At Kareo, we strive to provide excellent customer service and support for our customers. We have reached out to this customer with a proposed resolution for their concerns. "