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:08/16/2022

  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.

  I signed up with Kareo in March of 2022. A "support coach" was to be assigned and would reach out to make contact within a week. A month passed before I had my first actual meeting with my assigned support coach, *************************. She was late, and there was a significant amount of background noise of her screaming child making any communication difficult. She played naive. Prior to being rushed off the 1st call we made a plan to have monthly meetings. She missed several without notification. When I reached out, I was told "phone, audio, technical issues" and that she would get back to me as soon as possible, weeks would pass.. Assigned another "case number" and immediately closed it. Several serious incidents have occurred over the last 3 months with non-resolute customer service. "Lack of" support. **************** agents are only good for providing "case numbers" - These case numbers for each call/email never actually arrive with notes to the subscriber account dashboard, leaving the subscriber having to start all over again, only to be given another case number without resolution. Each time I have called Ive been told someone would get back to me, or the manager is working on it. This has resulted in loss of revenue to my private practice. I was told I would be credited on my August invoice for tech issues with Kareo. Also told the issue would be resolved July 28th. I received an email August 3rd stating hold on my payment for august to assure the credit for ********* billing. They billed my account, in full, for 2 Providers on Aug 10,2022. I have sent emails, called, requested callbacks, and begged for a resolution, timeline, a name, a number an email of someone who can actually help and to no avail. I have requested cancellation of the 2nd provider, requested a refund for UNAUTHORIZED charges and have been told they have no record of a 2nd provider, have no case numbers, have no record of the information. DO NOT USE THIS SERVICE!!!

  

  Business Response

  Date: 10/22/2022

  Thank you for your message. At Kareo, we take customer service seriously and want all of our customers to have a smooth and excellent experience using our services. We have been in contact with this customer and reached an agreeable resolution to their concerns.

  Customer Answer

  Date: 10/22/2022

  kareo reached out to me on 10.19.22 to address the complaint filed. I spoke with a member who identified himself as an escalation specialist. This is the same escalation specialist who I spoke to on 9/1/22, who advised me he would be in contact with me within 2-3 business days from that date to resolve billing issues, that call never came. I reminded the escalation specialist of the conversation thst took place on 9.1.22 where he assured me I would hear back from him in 2-3 days and that on the 10.19.22 phone call to address the complaint was the first time I had spoken to him since the first contact with him on 9.1.22. He thanked me and ended the call. I contacted Kareo in mid September to find out if the billing issues would be resolved and I was informed that they had credited my account. However, it took me calling to learn this information. I never received notification on this apart from my own inquiries. 

• Initial Complaint

  Date:08/10/2022

  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.

  On 5/20/22 I signed contract with Kareo ID *****. Sales agent **************** who assigned a Customer Success Coachs Name: ***************************** Email / Phone: / ****************************************** / ************.Mr. *** promised two months free of services so these would be used for onboarding readiness, where the success coach would help me navigate the program, setup my business account, billing training, electronic lab, e- prescribing.I was able to meet with ******************* once only on: 6/3/22. From there on she scheduled me for a follow up appointment but no show on 6/7/22. On 6/28/22 I scheduled another meeting with her but no show on her behalf again. I met with her supervisor ******************* on 6/28/22, who sent me a link to ******************************* schedule, so I scheduled a follow up meeting invite but no show. On August 2, 22. I requested my account to be closed, accounts management sent me an automated reply with case ********, but no resolution. That same day I spoke with ******** from accounts management who said the contract could not be canceled that I had to pay the full year. He said what he could do was to extend the two months for the onboarding process, assign a new success coach, waive the current fees, to wait for his email. ******** did not send an email. On August 8, 2022 ***************************** sent me an email requesting follow up.I need to cancel my contract with this company without penalties as they have failed to deliver what they promised me as a customer.***************************, nurse practitioner

  

  Business Response

  Date: 10/28/2022

  Thank you for bringing this to our attention.  

  
  

  At Kareo, we want all of our customers to succeed and have an excellent experience with our platform. As such, our team members tried to work with ******************** prior to her cancellation to address her concerns and help get her account back on track. ******************** let us know that she was not interested in our proposed solutions and declined further assistance. 

  
  

  We regret that Kareo was not a good fit for this customer.

• Initial Complaint

  Date:08/08/2022

  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.

  My complaint is a hard sell by salesman ************************* for Kareo's EHR software registration. I am vary experienced both clinically and administratively so I knew exactly what I did and didn't want. ****************** assured me that he was given my name by the agency I had just signed on for admin support so his product exactly fit my pros and cons. Although I didn't want to set up at that time, because he assured me Kareo provided a no-cost period to train on the product before beginning monthly billing I did set up.At no time did ****************** inform me that my obligation would not correspond to monthly billing but would be an annual contract. I would not have signed up for $2,000 expense as I am trialing a private practice at age 69 even more than the product . The Kareo training system took much longer than the free time allowed, going into one month of billed time for which I received an invoice stating that "changes to your account MUST be made no later than the last day of the month...including...account cancellations...however, you will be responsible for paying for the remaining days of the month in which you cancel." I paid that ****, but realizing by then from failing to make it work that ****************** had completely misrepresented this product and I could not adapt Family Practice to Psych I called to cancel. Kareo emailed back that my account was discontinued (I am in fact unable to access) and billed me $1,740 for the remainder of the year with delinquent notice that it would be sent to a collections agency if not paid immediately. When I replied that I had never signed an annual contract they emailed me a contract with a digital signature purportedly approved by me. They have:1) discontinued the account before the paid-up month was ended, 2) demanded payment on a purported contract without providing their service per said contract 3) faked a contract to force me to pay for services I didn't agree to this can't be valid.This can't be valid.

  

  Business Response

  Date: 10/16/2022

  Thank you for bringing this matter to our attention. Here at Kareo, we strive to ensure that all communication is clear and that our customers know exactly what to expect. 
  
  
  
  To that end, we ensure that each of our contracts clearly outlines the start and end dates of the agreement, as well as all terms of service. We dont have trial, demo, or no-cost periods here at Kareo. The promotion that was received by this client was a discount of two months worth of service in return for signing an annual contract. This was clearly outlined in the contract, as was the early termination fee.
  
  
  
  We can assure you that all contracts are legal and binding, and we never begin service with a customer without having a contract in place that has been reviewed and signed by the customer. We always encourage our customers to thoroughly read their contract prior to signing, and to reach out if they have any questions in order to avoid any misunderstandings. 
  
  
  
  While our product is more than capable of switching from Family Practice to Psych, we regret that this customer did not find ********************** to be a good fit.
  

  Customer Answer

  Date: 10/17/2022

  Instead of working with BBB to resolve my solid complaint backed by documented evidence in my favor, Kareo instead sent my account to a collections agency which has transferred it to one agent after another each of whom has been given my reason for refusing to pay this ******* of a charge.

  My credit is impeccable. My record is clear. Can Kareo say the same? Not according to the company from which Kareo got my name to call for a sale on their product which, I was told when I called them to complain, that I was not the first and they were planning to severe their business relationship with them.

  Kareo further proves their bad business practice by making the same false claims of having made a legitimate contract with me. Either they are ignorant, too busy rustling up new business to pay attention to the contacts they threw under the bus, desperate to get what they can from a sinking business, or they are just play dirty as a standard practice.

  They are not even offering a settlement! Just as well because I will not settle for anything but what is right - they stop harassing me for a bill I do not owe.

  Sincerely,

  *************************, PMHNP

• Initial Complaint

  Date:08/04/2022

  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 agreed to a product based on a demo. Once the product was installed, which required a contract, we found that the product did not meet the needs of the practice (single member individual - hence on personal taxes). We requested a cloud based service and received a product that required us to download a parallels system and run on a windows based server without security protocols that met our standards. As we are dealing with patient health and could not provide the security required for HIPAA Privacy, we alerted the salesperson within two days that we could not use this system. We were then charged a cancellation fee of about $2000 which was charged against our account. This is a terrible situation for us as not only do we not have software to assist with the hand submitting of claims, we cannot even try to get another service to meet the needs for another 12 months due to this overwhelming charge.

  

  Business Response

  Date: 10/13/2022

  "Thank you for bringing this to our attention. At Kareo, we strive to delight our customers and take claims of deceit very seriously.
  
  Our team has carefully reviewed this matter and did not find that Kareo misrepresented our product or the terms of our agreement during the sales process. The customer received a demo of our product prior to signing up with Kareo. Once they were live, the customer told us that they were frustrated that the system was not a native Mac application and said it did not work with their computer software. Our team assured the customer that our product works on both Mac and PC software, and offered further support and assistance to ensure everything was working and set up correctly. Unfortunately, the customer did not want to move forward with this.
  
  In regard to the customers statement about HIPAA privacy, it is important to note that Kareo is 100% HIPAA compliant. This is something we take extremely seriously.
  
  Though we regret that the suggested solution is not one that ************************ was satisfied with, we do not feel that this constitutes a breach of contract or failure by Kareo to provide an acceptable solution."
  
  Thank you.

• Initial Complaint

  Date:07/21/2022

  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 signed up with Kareo [www.kareo.com] specifically for the billing platform that appeared to be described on their platform. During a phone call with a sales rep I explained that I have all components for my practice, except the billing piece. I explained that I don't understanding how to **** insurance companies, which is the only piece missing for me. I reviewed with the sales rep, and then again with my first onboarding coach, that I would have: patient portal, telehealth platform, and electroninc insurance billing. My second onboarding coach, as I was asking more questions about components of the billing process, reported to me that Kareo doesn't do insurance billing. I explained that was the only reason I signed up, having reviewed that with 2 previous Kareo employees. I was told I would need to hire a billing company, who could then submit my insurance reimbursement requests. I immediately contacted the sales rep asking her to clarify why I was told Kareo would do my billing and sent her a screenshot from the company website, that itemized "billing" as part of the Kareo platform. I connect with a billing company to get a quote which was $300-500 per month for my practice. I requested, by email, that the sales rep or my second onboarding coach connect me with someone who could provide a cancellation and refund. The support team contacted me to inform me that I have a "contract" with Kareo that will require an early termination fee of: $1,879.20. [I signed up 6/24/22]. I am requesting help from BBB to facilitate a cancellation and full refund from Kareo.

  

  Business Response

  Date: 09/01/2022

  Hello, and thank you for bringing this matter to our attention. 
  
  We have conducted a thorough investigation and have not found that our sales representative advised that Kareo would perform billing for the customer. We regret that ********************** was not a good fit for this customer. 
  
  We have reached out directly to the customer and are working toward a timely and fair resolution. We have attempted to notify the customer of a proposed resolution that we feel confident would be satisfactory, however he has not yet responded to our calls and emails.
  
  Thank you again,
  
  Kareo Support Team

  Customer Answer

  Date: 09/12/2022

  This is a canned response from Kareo. Had they conducted even a minimal investigation they would know that I'm a woman, and I go by the pronoun "she." Secondly, I have a series of emails that cleared disputes any efforts they have made to resolve the matter. 
  
  I requested a total refund from them. They suggested they could charge me a cool $1879.20 to let me out of the contract. To which I replied, "That is wholly unacceptable to me. Please connect me with someone who can help me further...I was provided...untruthful information about what the platform would provide me...Frankly, I'm appalled at your "customer service." ********************** is assessing its own behavior? I wonder who will be right in such a scenario? Kareo, of course...The Kareo sales person listened to what I wanted, including a billing service, and sold me a product that did not provide that service. When I was in training with my coach, the absolute moment I realized that Kareo did not provide billing services, I stopped the training and asked for a refund. Feel free to review the training video. Or do you conveniently not have access to that, or anything else that wasn't in writing? I asked to discontinue and receive a full refund for a product that I have not even used. I was in the first month, never having used a single aspect of the product, still in training. It is absurd that you would not refund me for something I, literally, never used. That is unacceptable. What a shady operation. Sell someone a product, falsely claiming it will meet their needs; get them into a contract; self-assess any claims of wrong-doing; charge the "customer" full price for a product they never use. Sure. That seems like a legit business model. If you do not have the authority to meet my request, please forward this email, and my concerns, to someone who does. I want a full refund."
  
  Their response to you was not truthful. I want a full refund from them. I will settle for nothing less.

• Initial Complaint

  Date:07/18/2022

  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.

  Our practice had been using Kareo PM and EHR for many years with only minor technical issues. We started to get messages on 8/1/2021 that stated Kareo's pricing would be going up and in order to save money we should lock in a contract for 12 or 24 months. The discount would have been 5% with one year and 10% with a two year contract. The emails turned into phone calls with their sales rep who continued to advise that pricing would be going up, which is why we should sign the contract, she did advise that we could take month to month pricing but there would be no guaranteed price as it could change and go up at anytime. As a small practice we felt pressured into signing the contract. One of our providers decided to leave the practice six months later, we reached out to Kareo to have the price adjusted since they charge a fee per provider. We were informed that we signed a contract that could not be changed, we would have to continue paying $600 monthly for a provider that is not here producing revenue. In an email by their sales rep, it clearly states that if we need to upgrade a provider due to an increase of billing that they could accommodate us and upgrade. If the contract can be modified to upgrade price per our practice needs, then why can it not be downgraded per our practice needs as well? They were not even willing to downgrade to low volume provider price which we were willing to pay. They have a "loyalty" department that only advises that we are bound to the contract and the best solution to providers in this situation is to find another provider to replace the one that left as soon as possible.Customer service is non existent

• Initial Complaint

  Date:07/18/2022

  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.

  I was still in the trial period. I immediately asked to cancel and never used their service. They still attempted to charge me 250. I asked for a manager after thinking that is still too much. I never heard from a manager. Instead they sent me to collection's for ************************************ about my case.

  

  Business Response

  Date: 10/08/2022

  Thank you for bringing this matter to our attention. Our team has carefully reviewed this matter and has been in contact with the customer. We have determined that during the sales process Kareo did not misrepresent the terms of our agreement. 
  
  Kareo does not offer trial periods. The customer signed an annual agreement and received two months of service for free as part of a promotional offer under the signed contract. Because the customer canceled before their annual contract expired, they are subject to an Early Termination Fee. The Early Termination Fee is an adjusted rate based on the remainder of their term and does not include the two months the customer received for free.
  
  We regret that Kareo was not a good fit for this customer in this situation

  Customer Answer

  Date: 10/08/2022

  I will not pay for a product I didn't use. I cancelled before the product was even set up fully. I demand that the manager look at the log ins to see the product was not used. How can you charge someone for something they didn't use! That is a terrible policy. This is why you have bad reviews. You should stand behind your product and offer money back guarantee. Or a free trial and cancellation. I didn't use it. You will not get any payments for this. The business was never started and I will advise any clients or costumers to not use Kareo. So disappointed in your customer service. 

• Initial Complaint

  Date:07/14/2022

  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.

  On May 20th I was quoted by Kareo (in writing via email from the sales associate at 3:16pm) a base price of $299/month with 20% off and 2 months free for 1 year for subscription to their EHR. I then signed the agreement on 5/20/22 3:42pm. A few days after signing on 5/23/22 I noticed that the agreement only reflected 10% off and was also told by the "success coach" that I was enrolled as a "low volume physician". I contacted the sales agent on 5/23 about both issues and her response was "Our mistake. We are fixing it right now", regarding the low volume issue. However, she did not respond about the 20% off that she quoted me. I have contacted Kareo and expressed my request to cancel the subscription and waive any early termination fees because the contract is not valid. In addition, ***** in the cancellation department confirmed via email to me on 7/1/22 that the provider type was "updated". I have issues with this for the following reasons: For a contract to be legally binding there has to be acceptance of an offer. In this case there was no acceptance because the terms listed were not as agreed upon which I displayed in my proof of the price quoted to me via email by the sales agent. In addition, when determining contract validity there is what is called the mirror image rule, which states that modifying the offer in any manner constitutes a counter offer and nullifies the original offer. ******* on 5/23 and ***** on 7/1 both verified in writing that the original agreement had been modified. Therefore, it is evident that the agreement is invalid and unenforceable. The only solution is to cancel the subscription and waive any early termination fees. I have been trying to get this agreement cancelled for almost 2 month now. Yet, I keep receiving push back and quite frankly bullying in an attempt to keep me in this unenforceable contract. Moreover, Kareo has unethical business practices and this agreement is unenforceable due to the reasons stated above.