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:10/31/2024

  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 ********************** our EMR System thru Tebra (Kareo), we upgraded our system from basic t advanced Effective Jul 24th yet, Tebra were charging the practice $230 for following 2 months *************** thru autopay, we called and requesting for the refund for more than 6 times we always get a same response from CSR either the Supervisor is not available who deals with this case and never contact back or resolve it. Very Frustrated. Tebra Case No: ********.Hope we get some one's attention!

  

  Business Response

  Date: 11/12/2024

  Thank you for letting us know about this customer's concern. We are sorry for the delay in this customer's credit. Our Accounting Team is now working with this customer to remedy this situation. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:10/28/2024

  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 was misled about Tebra ehr at sign up. I was told it is cloud based. It is not the whole billing platform is server based and requires parallels program to run on a MAC. I haven't been able to access for over a week because Tebra will not and has not restored access to the server for me. I can't bill for my services and haven't been able to. When I signed up I told them it would be months before I would start taking insurance and I was told they would hold the personal training time for when I was fully up and running but I had to sign up right away to get a "deal" I was pressured and then one ready to accept insurance they did not train me. Just kept sending me videos which was incredibly time consuming. No ability to ask questions etc. still can't bill with their platform and can't access the server. Communicating with patient in a secure format is terrible. Many times it can't be read of "failed" for unknown reason characters are limited so I waste a lot of time trying to rewrite to change wording to fit it in the space. I waste a lot of time re-entering patient data because data patient enters does not automatically populated into health hx etc. analytics are incredibly wrong so the accounting record keeping is unreliable and has to be double checked. Says I've been over ***** but in reality maybe ***** or so. It is terrible. I requested to not renew and would like out of contract. Contract is year but they have misled have not delivered what they promised and I can't be paid and when paid analytics is inaccurate

  

  Business Response

  Date: 11/07/2024

  We are sorry that Tebra was not a good fit for this customer. We have contacted them directly and are working with them on the cancellation of their account. We are also in the process of creating an improved onboarding experience for our customers, and we appreciate this customer's input. We will continue working with this customer until their concerns are resolved. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:10/22/2024

  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 am being charged for a service I didn't use at all and my account was never active or "live". My assistant signed a contract on 6/28/2024 that she thought was month-to-month because I expressly told her it was. The contract the sales *** was supposed to be sending over should've been month to month. I told the sales *** that I did not want to be bound to an annual contract before being able to use the services. When I realized the contract was annual I tried to call customer service and submit cases to cancel and no one answered. I waited for my first out of four sessions with an onboarding specialist. Her primary language is not English, so she could not answer questions in a way I could comprehend. . The initial sales *** mis***resented the services ********************** could provide. I am a virtual practice seeing patients in multiple states. Their scheduling system is not set up for this without becoming disorganized. During this onboarding session, I told the service *** ********************** wasn't a good fit and that alot of the information was mis***resented. I had serious concerns with an onboarding specialist who will be hard to communicate with and with scheduling, lab connection, service/practice locations, e-scribing, and *** setup. I had no success with customer service in the past so I reached out to the onboarding specialist and sales *** to cancel again 7/21/24. She gave me a case number of the cancelation submission, case number ********. I called the cancellation department number given to me; ************, multiple times with no success and the line would often be disconnected. I then noticed my account became locked; account ID: ******. I finally spoke with someone who said as long as they had my credit card information they consider that as good as signing a contract. She said I would hear from someone in a week. The next email I received was 8/16/2024 stating I owed an early termination fee of $1,392.

  

  Business Response

  Date: 10/25/2024

  We are sorry that Tebra was not a good fit for this customer, and for the confusion regarding their contract. We have reached out to the customer with a resolution that we feel will be acceptable for both parties. We are grateful for the opportunity to further assist this customer.

• Initial Complaint

  Date:09/25/2024

  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.

  In May 2024, ********************** started the migration process to Tebra as our new Electronic Medical Record. We closed the clinic for a few weeks in May to complete the migration, but as of September 25th, 2024, we are STILL waiting for the import process to be completed. Our experience with Tebra has been unsatisfactory at best. Their customer service has been the most unprofessional of any organization with which our team has worked, blaming our team for ***** in their system or delays in onboarding. Our team has been stalled in moving forward to serve our community, because Tebra has not finished the import process of our patients' information. Our waiting list is now 15 pages long, and we have patients who need to be seen immediately. We have put in ticket after ticket and reached out to supervisors with little to no response or empty promises made. Throughout this entire process, we have been charged over $500 per month to have access to Tebra, without the ability to use it for patient care. We are aware that other EMRs were merging to form Tebra, but between the less than satisfactory onboarding, delay in import, and sparse communication, we have been financially burdened and our patients have been adversely affected. We need the import to be finished immediately so we can start seeing patients once again, and we desire a refund of all payment up until the time we are able to use it to see patients.

  

  Business Response

  Date: 10/01/2024

  The data this customer has requested is not part of the standard sets we currently import. However, our engineering team is working to create a script that will allow us to import this data for the customer. We will continue to update the customer periodically on our progress.

• Initial Complaint

  Date:09/16/2024

  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 private medical practice elected to use Tebra's electronic health record in January 2024. The clinical platform has continued to malfunction resulting in numerous patient safety issues. Moreover, the billing portion of the software has continued to malfunction, resulting in clinicians going unpaid and patients being billed incorrectly. For example, today (September 16, 2024), none of our clinicians are able to send electronic prescriptions or receive electronic renewal requests. Tebra has been unresponsive despite numerous attempts from our clinic to reach a timely resolution of this issue. They have provided no resolution for ongoing software malfunctions, such as clinicians receiving messages from patients that are not theirs - this is a HIPAA issue. Additionally, they have not provided a resolution for inappropriate record-keeping as it pertains to accurate ledgers of controlled-substance prescriptions despite this issue being brought to their attention. Because our clinic only recently went through the extensive process to switch *********** we are hesitant to look into other options as switching systems again would likely result in more disruption to our patient care. We are left to try and resolve these software issues on our own, or receive a response from Tebra weeks later stating that the issue has been "resolved," when none of these issues have been resolved. We are trying to use the resources available to us to try and improve the functionality of our current system so that patient safety issues can be minimized in the future.

  

  Business Response

  Date: 09/30/2024

  We have contacted the customer and are working closely with them to resolve all outstanding issues. We will continue working with them until they are experiencing the excellent experience that we strive to give all of our customers. Thank you for the opportunity to serve this customer.

  Customer Answer

  Date: 09/30/2024

  
  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:09/13/2024

  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.

  I am filing this complaint against Tebra regarding unauthorized charges and issues with a contract that was never validly signed.Details:Contract Issue: Tebra provided a contract with incorrect details, which was mistakenly signed by our CEO. Upon realizing the mistake, we promptly notified Tebra within 20 minutes requesting that the contract be disregarded. Despite this, Tebra has insisted that the contract is valid and has continued to charge us.Unauthorized Payments: Tebra has deducted payments totaling $873.11 from our account over the past two months. These deductions are for a contract that we contend is invalid. We have requested that they void the contract and stop further charges, but they have refused to comply.Communication: We have made several attempts to resolve this issue directly with Tebra through emails. Tebra's responses have been uncooperative, and they have insisted on charging us the full termination fee despite our clear communication about the contract's invalidity.Resolution Sought:Immediate voiding of the contract.Refund of any unauthorized payments deducted from our account.Confirmation that no further charges will be made.This situation has caused significant frustration and financial inconvenience. I am seeking BBB's assistance to facilitate a resolution and ensure that Tebra adheres to fair business practices.

  

  Business Response

  Date: 09/25/2024

  We are sorry for the confusion that this customer experienced regarding their contract. We have been in direct contact with the customer and are working on a resolution that is acceptable to both parties. We strive for the highest level of customer service here at **********************, and we are sorry that this customer did not experience this. We continue to be available for any assistance that is needed and appreciate the opportunity to serve this customer.

  Customer Answer

  Date: 09/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response provided by the business regarding Complaint ID ********.
  
  A representative from Tebra has contacted me and mentioned that they will provide a resolution by tomorrow. I will keep the BBB updated on the situation and inform you if the resolution meets our satisfaction. 
  
  Thank you for your continued assistance.
  
  
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:09/05/2024

  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.

  I signed a contract for TEBRA to provide billing services for my medical practice . TEBRA was never available for training on the software, so training was never done and the software was never implemented and I had to continue using my old billing company to provide services. There was never any services provided by TEBRA to my practice ever. After several months of this. I contacted TEBRA and told them I wish to terminate by contract, because they continue to bill monthly invoices for a service that was never provided ever. They say, "you signed a contract and you have to pay" I said even though you have not provided any service? and they said yes. Then they said if you want to terminate your contract, we will charge you an early termination fee and we will have **** ****** contact you to work out a deal. I have not heard from **** ******. They then tried to charge my bank for ********* The charges were denied by my bank for insufficient funds and they keep trying daily to get the money. I dont believe I should have to pay for services that were never implemented or provided by TEBRA. I went online and apparently, TEBRA has done this to numerous small unsuspecting businesses like myself. I dont believe I should pay for services that were never rendered. ***** ****** NP ************ ***********************

  

  Business Response

  Date: 09/11/2024

  Thank you for making us aware of this situation. We have been able to speak to this customer and their attorney, and they will be working with our Legal Team toward a resolution.

  Customer Answer

  Date: 09/12/2024

  I have spoken with a representative from TEBRA.  The representative states she will consult with the legal team and reach back out.  They asked that a letter be provided to create a means of communication with their legal team.  At this time, the matter has not been resolved and communication has just started.  Because of this, the matter has not been resolved.  This morning, TEBRA again tried to deduct $14,800 from my bank account again, even after our meeting yesterday.

  

  Business Response

  Date: 09/19/2024

  We have been able to come to a resolution that is acceptable to both parties. We appreciate the opportunity to assist this customer.

  Customer Answer

  Date: 09/27/2024

  
  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:08/26/2024

  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 Tebra sales **** lie to get you to transfer to their **** Once you have paid all the fees to transfer, then they tell you they dont actually have that capability. First, they say that patient can fill out paperwork online ahead of time and that it integrate with the **** I specifically asked if it would integrate into the note and Kareo said yes. Started using it, it doesnt. Patient paperwork goes to a file that connects with nothing. You need an additional staff to have two screens open to copy and paste everything from the patient form into the section for medical history; open form and copy, then open medical history, paste, save, close. Now open surgical history,copy, paste, save, close. Now open medications, etc. When I confronted my *** she said I was lied to and basically just shrugged and said I always had the option to cancel. Of course I would still be obligated to pay for the full year. The billing is the similar. Everything needs to input manually. Takes a full time person to enter data. I specifically asked about the ability to e-fax and was told it did have that function. No it does not. It never has. Another lie. Had to buy an additional fax line, when part of the reason I chose the Kareo was to avoid extras and have an all in one. The *** has no functionality. They say you can email and text patients but majority of patients are unable to open it. Was told it was a bug on their end. Never got better Trying to cancel has been a hassle. We cancelled and did not pay the bill the following month. They have threatened to send me to collections if I dont pay an additional month. We have not logged in in 2 months. After all the misinformation, do they really need the extra month?

  

  Business Response

  Date: 09/03/2024

  We have reached out to this customer by email on 8/27, 8/30, and 9/3 in an effort to assist the customer, but have received no response. We have also left a message by phone for the customer on 9/3, so far with no response. We will be available to assist as soon as we hear back from this customer.

• Initial Complaint

  Date:08/06/2024

  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 have contracted Kareo/ tebra as EMR for my private practice. I was offered "training sessions" that consisted on receiving links to watch or read how to operate the system by myself. The set up of my electronic prescribing took more than two months. They failed to switch my email for contact and important messages were sent to the wrong email and not seen. During the sales process, no one mentioned the need to use tebra PM, an extremely complicated software. My requests to solve problems were further answered with more links for training. I have been paying for it for two months now, I have pending sessions and claims that I cant bill and I am cancelling sessions on account of that.

  

  Business Response

  Date: 08/19/2024

  We are sorry to hear of the problems this customer experienced during the initial onboarding process. We understand how critical a successful onboarding experience is and how delays in enrollments can impact our customers' practices. We recently rolled out a new onboarding experience, focused on improving our customers time to value and are excited about the positive feedback we have received thus far. Despite this, we understand that this customer still went through a sub-optimal process, and for that, we are deeply sorry. We are committed to improving our service and have several additional initiatives underway to better enrollments and onboarding. We have been working directly with this customer to resolve the issues and will continue to do so for as long as needed.

  Customer Answer

  Date: 08/19/2024

  
  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:07/30/2024

  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 originally looked for a new EHR to replace current EHR because I was looking for integrated efax. My office manager and I spoke with the sales person at Tebra and were told that Tebra has integrated incoming and outgoing efax. We made it very clear that we were looking for an all in one system and that efax was the most important component of this. We were reassured that this was the case. I signed the contract and when it came time to export my data from my EHR to Tebra, I was then informed by the technical/on boarding team that Tebra does not have that capability. We again asked multiple times about this and the sales person reassured us that Tebra has this capability but on boarding and the technical support people said no. At that point, I requested the contract be cancelled but they continue to refuse and continue to try to charge me $780.63/month. I signed the contract on February 29, 2024 and we requested the contract be cancelled.on April ******* and multiple times since then. They refuse to answer multiple emails that we have sent to them as well as copies of texts and emails from them that show they do not have efax (incoming and outgoing).

  

  Business Response

  Date: 08/12/2024

  We are sorry for the confusion regarding our software's faxing capabilities. We do have some faxing capabilities, and we are sorry that these capabilities were not a good fit for this customer. We have been in direct contact with this customer and are working toward a resolution that will be acceptable to both parties. We appreciate the opportunity to assist this customer.