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:07/29/2024

  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.

  Tebra representative *************************** informed us we our LIS system (Schuylab) can be interfaced with Tebra. We have emails from **** stating Tebra has current clients that use Schuylab LIS and are currently interfaced. I signed the contract to get the process started. During the process of trying to get my LIS Schuylab connected with Tebra, I was informed by ************ engineers this would not be possible and Schuylab does not have ANY interfaces with Terbra. We tried to reach out to **** since he was the one that told us it could be done. Once we informed Tebra this could not be done, Tebra stoped responding to us. The amount of time Tebra has spent on our account is approximately 2 hours before signing the contract. We have had one online demonstration with Tebra. We have placed multiple calls to Tebra trying to resolve the issue with no response. Tebra is trying to bill us for $597. for the discounted rate of the contract that they misled us with. There have been NO services provided to us.

  

  Business Response

  Date: 08/07/2024

  We are genuinely sorry for the experience that this customer has had. We have contacted the customer directly, and their feedback has been very valuable in improving our processes for the future. We appreciate the opportunity to make this situation right for this customer.

  Customer Answer

  Date: 08/07/2024

  
  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:07/29/2024

  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.

  After weeks of being ignored, poor service, product issues, and trying to implement Tebra, I finally was able to work with a helpful individual on the customer support team. We made an arrangement and set a cancellation date for the end of July. The months following that call our practice has worked to get setup with a new vendor. Today I received a call from their Loyalty Team who tells me that I will have to pay the full yearly contract. This was a 180 from what I was told earlier, and another huge example of Tebra making false promises and under delivering. We operated for months with an mutual expectation that we would be transitioning away from Tebra, only for them to switch at the last second. Not only is this a massive cost to our business, but its so disappointing and draining to have spent so much energy trying to make Tebra work, trying to get ahold of their loyalty team only to hear from them at the last minute to drop a bomb on us. This has been insanely frustrating after different expectations were set and for them to not fulfil their verbal agreements. I will be doing everything I can to advocate for providers and hold them accountable. The product was terrible and the way the company handles their client relationships is cut throat.

  

  Business Response

  Date: 08/07/2024

  We are very sorry for the situation experienced by this customer. We strive for clear communication with our customers, and we regret that we fell short in this case. This customer's feedback has been extremely valuable for training purposes and improving our service for the future. We have been in direct contact with this customer, and have found a resolution that is acceptable to both parties. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:07/26/2024

  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.

  In February 2024 contracted with Tebra, Patient Pop to create and manage a website for private practice. AS agreed, I would pay them $400 a month to maintain the website after it was created. The business did not monitor or maintain the website following the initial creation of the web site and as time passed, I found problems with the website that went unnoticed by the company. The first problem was a link that was supposed to provide my patients with the ability to contact me for appointments. Instead of sending the patient information to my inbox, it directed them to a website called Lemon, a website development company. It could be an honest mistake in the development of the website, but seemed odd that a web developer would have a website development link on my business site. Additionally, if the site was monitored, then why didnt they find the error? The second issue started with patient surveys. I was instructed on how to send surveys and set up the website to accept surveys. Initially I thought the surveys were not being sent out. I spoke with the Patient Pop help desk about the issue at the same time I asked them to fix the link that was going to *****. I also asked that they add a separate link to explain that I see children at my practice. I was assured that the surveys were going out and it was properly set up. It was in fact properly set up, only the surveys were not being sent. Several months passed before we realized that they were not being sent. No one was checking to see if the website was functioning properly. It was only recently discovered that there was a problem with the website, and it is currently being resolved. They do not seem willing to compensate me for lost revenue or for not fulfilling their contractual obligation, so I do not see any reason to continue to contract for services they are not providing.

  

  Business Response

  Date: 08/07/2024

  We are sorry to hear of this customer's experience and are determined to improve the customer experience for them going forward. We have been working with them directly and have been able to resolve all of the issues. We are also working with them on appropriate compensation and credits for the situation. We will continue working with them until all issues are resolved. Thank you for the opportunity to assist this customer.

• Initial Complaint

  Date:07/25/2024

  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 the physician owner of pain management practice with multiple employees. We all have tebra accounts and we pay ********************** over $1k a month. As a pain medicine practice, we often write controlled substances. For several weeks now, the **** has not been working. We must review the **** to stay compliant with state regulations before prescribing a controlled substance. Since this portion of tebra is not working, our workflow has been severely impeded. We now have to look up each individual patient on the state website. I have sent multiple emails, called tebra, and submitted tickets to their support team. It has been weeks! We are paying a fortune for a service that is not being provided. I have had minimal responses and when I do get a response, it is we are working on it. As a result, my practice is losing money from our workflow being impeded and paying for a service not being provided. We should be refunded the money we are paying for a service not being provided and we need to have Tebra working so we can stay compliant with state regulations.

  

  Business Response

  Date: 07/31/2024

  Thank you for making us aware of this customer's complaint. The issue with PDMP reporting was an issue occurring with our 3rd party partner, Dr. ****** We were able to open a ticket with Dr. ***** on the customer's behalf and assist in the resolution of this issue. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:07/16/2024

  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.

  Last year we were unhappy with the service they provided (as our website host) and the amount they charge us monthly and wanted to cancel. We did not know they automatically renew the contract if we dont call within 30 days, so we were stuck with them for another year. They fixed our website for the time being and we put it on our calendar to make sure we canceled before August 8th, 2024.July 2, 2024 my office manager sent an email to customer service, it bounced back advising we needed to log onto the website or call. Their website doesnt have an option to cancel so she called customer service to cancel. The representative she spoke with advised we were in the timeframe to cancel and a manager would call us back within seven business days. Seven business days passed and my office manager called again on 7/9. They advised they would escalate and have somebody call us within a day or so. No one has called us, so she called again today. The representative she spoke with advised they did not receive anything in writing and we were passed the 30 days to cancel.This is second time they are doing this to us and we are extremely upset with them! We want out of this contract and no longer want to use them as our website host. We want them to cancel our contract and not renew. They charge us $343 a month and are not very truthful. It feels like they say things and give us the run around to end up scamming us in the end.

  

  Business Response

  Date: 07/18/2024

  We are sorry for the confusion regarding this customer's cancellation. We have been able to contact this customer and resolve this issue. Their cancellation is now being processed as the customer has requested. Thank you for the opportunity to assist this customer.

  Customer Answer

  Date: 07/19/2024

  
  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:07/13/2024

  Type:Billing 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 putting in a complaint against Tebra because they charged me for two providers in my private practice at a much higher rate than what they charge me and these two providers had not even started seeing patients. In May, I asked Tebra to add a therapist and a nurse practitioner to my practice and they did not give the option of adding them as a "low volume" or "high volume" provider. They just put them both in as high volume, which is an extra $130 for each. I asked for a breakdown of the bill, which was not provided, but was told that I got charged $260 for each new provider and I usually get charged $130 for myself.

  

  Business Response

  Date: 07/24/2024

  Thank you for notifying us regarding this customer's complaint. We have been in direct contact with this customer and have been able to assist in correcting the providers that were entered into the system as high volume. We have also been assisting with some other questions for this customer and will continue to be available for any other questions or concerns.

• Initial Complaint

  Date:07/09/2024

  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.

  This complaint is with regard to the medical billing and charting software called Tebra. The short story is that they told me that they would provide insurance credentialing and enrollment so that I could use their billing software. In order to sell me the software, they told me they could do all this in the price they were quoting, all to turn around afterwards and reveal that they only do enrollments and not credentialing. For context, the first step in medical billing is insurance credentialing, then enrollments, and then you can bill. I was told later that they actually refer credentialing out to an independent credentialing company with a separate fee instead of this being part of their companys description which is what they represented to me when I was signing up. I also found out later that this involves a much more lengthy timeline of 6-12 months, leaving me unable to use their product at all. I have asked them to cancel this product on multiple occasions when I realized I would not be able to use the service at all. Obviously, no one in their right mind would sign up for a 12 month contract for billing software that they cannot begin to use until 12 months later. I am a medical doctor and asked a lot of specific clarifying questions before signing up, but was lied to. I cancelled before my first bill and before ever using the service and now they are trying to collect an early termination amount that is roughly equal to the entire amount I would have had to pay for the years subscription including insurance credentialing and enrollments ($3,348.31) without providing any service at all. I brought this to the attention of my credit card company who resolved this dispute in my favor and has withheld any payment from them. Tebra is now saying they will refer me to collections. I would like the BBB to please have them just leave me alone. They have not provided me any service so I have nothing to pay them for.

  

  Business Response

  Date: 07/22/2024

  Thank you for notifying us of this customer's complaint. We are sorry for the confusion this customer experienced regarding credentialing. Typically providers are already credentialed prior to coming to us, so we have used this experience to provide training opportunities for our employees. We have been in contact with this customer and have negotiated the cancellation of their account and their early termination fee.

• Initial Complaint

  Date:07/02/2024

  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 Psychiatric Nurse Practitioner who was looking for a new electronic health record. After talking to several companies Tebra offered me the lowest price for both the *** and billing software. They stated that it would be $149 a month for both and that would cover everything I needed.Later they told me there would be an additional fee for having a collar physician who wouldn't be using the software only accessing.my chart to cosign 5% as is required by law in my state The first month I was charged I didn't even have acess to the platform or anyway to transition my current patient information to my new ***. The second month they started providing me with traning This is when I was told there would be an additional $500 to import my files from my old ***. I had to create the zip file they were going to import myself they would only do the bulk import of the zip file containing 41 patients. They said I could do it myself and save the money. I wasted 2 days on this. There is no way to do it and they backtracked later. They also failed to inform me that it was separate process to prescribe controlled substances. Now I have patients needing a refill and if you stop a benzo suddenly you can have a seizure. So they are not just unconvincing me now but causing harm to my patients. This process is also another $75. I was told that if I allow them to do the data import it would take no more than 14 days, but the information has been sitting in the share folder untouched for 12 days now. I was literally told today that I slowed things down by calling Customer support with an issue instead of the tech staff handling my account whom I had been trying to reach for 3 weeks.I have now paid for 3 months on a product I can't use with almost $600 in hidden cost that *** cost a human life.

  

  Business Response

  Date: 07/16/2024

  We are sorry for the confusion that this customer experienced while trying to move their patient data to Tebra. We have reached out directly and have been assisting the customer through this process, and will continue to work with them until this is complete. We appreciate this customer's feedback and are using the information for training purposes and to improve the experience for future customers.

  Customer Answer

  Date: 07/16/2024

  I was told in an email after our original meeting by the lead person of my data import that all items exported from my previous EHR would be imported into Tebra. She included in that list the steps they would take. The 9th step was to attatch all chart notes an documents to each patient's individual chart. As explained in my original complaint she also said I could do this myself if I didn't want to pay them which later turned out to be untrue when it came to the notes.  So I had no choice but to use their data team. The zip file sat in the shared folder for 2 weeks untouched. It took close to 5 weeks before I finally recieved an email that it was completed. Upon receiving it I found they only did what I had already had been doing myself. Only my patients medications and diagnosis were imported. Nothing else. When I stated this. The Tebra staff handling the BBB complaint stated that there was no way for them to bulk import the notes and they have to be done individually (hundreds of them) and that she coukd walk ME through the first few. I specifically hired them to do this. I was specifically told that they could do this, and now after waiting 6 weeks and alot of time with them I don't have to spare they are telling me to do it myself!

  

  Business Response

  Date: 07/18/2024

  This customer's patient chart notes and documents were included in their import. We are sorry for the confusion regarding these notes. We have educated the customer on how to find these notes within Tebra. We continue to be available to assist with any other needs.

• Initial Complaint

  Date:06/30/2024

  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 a nurse practitioner who uses Tebra as my EHR. This platform is costly and by far the worst I have ever worked with. I frequently get kicked out of notes only to discover that they were not saved. Multiple patients have complained about inability to log onto the telehealth problem and I have noticed a lot of issues with it as well. Overall I would not recommend this EHR unless they fix their issues. The company really should pay attention to the amount of negative feedback they get and resolve this with their IT department to create a better product. Things to address are: Not kicking provider out of notes randomly without saving Work on having the note save in the event that the above occurs Improve telehealth or allow customers the option to incorporate their zoom link instead I have many issues but these are the ones that come to mind at this moment. Simple practice is good but I went with tebra because you can integrate labs and prescribing, however it has proven to not be a good decision thus far.

  

  Business Response

  Date: 07/12/2024

  We have met with this customer and are working toward the resolution of the issues that were discussed. We appreciate this customer's feedback and assistance to improve Tebra and our products.

• Initial Complaint

  Date:06/16/2024

  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.

  Have contacted Tebra/Kareo multiple times, submitted multiple ticket requests and have called the **************** line without success of a resolution. I would like to stop using their services and be reimbursed any charges billed after my initial request to discontinue services.

  

  Business Response

  Date: 06/25/2024

  We need further clarification from this customer to find a resolution for their account. We emailed them on June 18 and June 25, and left a voicemail on June 25, all without a response. We are happy to assist this customer as soon as they are ready and will continue to attempt to contact them.