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: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.

  We are a small tele-health that signed up with Kareo (which we quickly found out actually is Tebra) in Jan 2024. After doing our due diligence and asking our sales agent ****** and our onboarding manager *************************** crucial questions directly regarding our business model, several times, we later came to find that we were blatantly lied to throughout the whole sign up process. During the initial sales calls and discussions with your sales agent ********* we were assured multiple times that Tebra had the capability to work seamlessly with a compounding pharmacy and integrate with telemedicine companies that operate 100% remotely. It turns out both of answers are NO. Again through the onboarding process, we asked the same exact questions to ******, and again were assured that we would have ZERO issue.As a result of these lies and misrepresentations, we were unable to utilize Tebra's services as intended, thereby rendering the contract null due to a material breach. We immediately requested a full refund. Instead we were charged for $1050 for 3 months of service, and an early termination fee of $3499. It's worth noting that our initial sales calls were recorded, and we have documented evidence of the false claims made regarding Tebra's capabilities from the aforementioned Tebra employees. We understand that there may be terms regarding early termination fees outlined in the contract, but given the circumstances of this breach, we believe these fees should not apply. We were hopeful that Tebra would handle this matter fairly, however they have done just the opposite. They continue to seek an early termination fee of $3499 for an EMR service that we could NEVER USE ONCE! Stay away from this company and their deceiving business practices.

  

  Business Response

  Date: 07/02/2024

  Thank you for making us aware of this customer's situation. We have been in contact with this customer directly and have come to a resolution that is acceptable to both parties. We are grateful for the opportunity to assist them. 

• Initial Complaint

  Date:06/11/2024

  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 reached out to Tebra in March 2024. I was looking for a software company that could help our small mental health company process billing because the one we were using got shut down because of the cyber attack on Change Health. I talked to **** the representative from Tebra/Kareo. He told me they could bill the insurances that we needed to bill. In the process I signed the contract on March 26, 2024. I reached out to the insurance that we needed to bill and found out that no company could bill for services until Change Health fixed the problem on their end. I told **** that we decided to wait instead of using Tebra/Kareo. He told me that we had signed a contract and that we had to stick to it even though we had not even used the service. Today is June 11, 2024. I get a charge on my credit card for $761.17 even though we are not even set up in their system or never used the service. Most companies Like Tebra/Kareo have a termination clause in the contract with written notice of 30 to 60 days. Tebra/Kareo has a early termination penality that charges more than the initial contract if you just paid it out. I think this is a deceptive practice. I am requesting that the money be refunded and the contract terminated.

  

  Business Response

  Date: 06/25/2024

  We have reached out to this customer and are working with them on the cancellation request for their account. We have been able to assist some providers with the Change Healthcare cyber attack issues, and we are sorry that we were not able to assist this customer.

  Customer Answer

  Date: 07/16/2024

  
  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:06/08/2024

  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 Psychiatric Nurse Practitioner (PMHNP), have been working with a lot of trauma patients who are coming from *******, trying to establish my own practice and started EMR with Tebra about 3 months ago. Lots of promises, lots of lies and as of today still unable to prescribe controlled substances. Called the company 3-4 times last week. On Tuesday I was told it will be expedited and will be done in 1-2 days, today Friday again no answers. Keeps putting me on hold and handing up the calls, I asked multiple times to talk to manager/supervisor, no one ever transfers me to one or calls back. Please help me and my patients!!!

  

  Business Response

  Date: 06/20/2024

  We have been in direct contact with this customer, and have assisted them in the enrollment process to prescribe controlled medications. The customer has been encouraged to reach out for any other assistance that is needed.

• Initial Complaint

  Date:05/30/2024

  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.

  We are use EHR Tebra there customer service is horrible, they don't care about customers. We had problem with software since Feb 2024 and it is almost over 3 month. I called several times and created several tickets. Every-time i called they said they are working on it to fix but nothing got done over last 3 months. We are loosing business and they don't care.

  

  Business Response

  Date: 06/13/2024

  This customer's issue was a unique one related to the Change Health cyber attack, which made it more difficult to find a resolution. However, we have contacted the customer and resolved the issue. They can reach out to us with any further needs and we will be happy to help. We appreciate the opportunity to serve this customer.

• Initial Complaint

  Date:05/30/2024

  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.

  Dear BBB,The medical practice I work for is having difficulty getting out of a costly agreement with Patient Pop/Tebra, which does not have the customer support they had four years ago. The contract should have ended due to the lack of response time and quality care needed for a medical website due to the demands and changes in health care; our website needs and requests have been overlooked as we thought the company was going through transition issues that would pass. After receiving notice, they said they needed 90 days to terminate, but I would be responsible for breach of contract if I ended before November 2024. I never signed an agreement with this Tebra. My contract was with Patient Pop, and I have tolerated, for lack of other words, a horrible, overpriced offering that is not obtainable due to poor to no customer service. I am now being manipulated and held hostage. In this case, I'm a busy consumer, and as a physician, we must provide reliable, up-to-date healthcare. I paid a **** um to do so for my patient care but ran into a continuation of roadblocks with this company; unfair business practices to extend my commitment are awful and fraudulent, without merit, fair or adequate notice, allowing me as a consumer and facilitator of patient care offerings and for a contract that should Our original agreement was with Patient Pop, who was over eight years old. The company has since changed hands twice. I can no longer be a company that overcharges; they have caused many problems for our medical practice. It's time to move on. Thank you in advance for your help.

  

  Business Response

  Date: 06/12/2024

  We have contacted this customer and are working with them toward a resolution. We have also explained to the customer and shown in their documentation that all our contracts renew annually. We are attaching a copy of their original contract with the appropriate items highlighted. All customers were also notified of the change of our name from PatientPop to Tebra. That being sad, we are working for a resolution that is acceptable for both parties.

  Customer Answer

  Date: 06/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we are working on a 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:05/28/2024

  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 was given a demo by a marketer employed with this business, Tebra/Kareo who is named *************************** on 5/15/24. I told him that I needed to have my private practice set up by June 1st as I had patients waiting for me and he claimed if I signed up with Tebra soon, that wouldnt be a problem. He was very responsive during this time via email and in our call and so I signed up. He then stated that in order for the system to get up and running, I would be assigned a success coach, and that that person in particular would have to set up my online prescribing and that could take up to two weeks. I was wary of this but was patient. After a week I reached out to him stating I have had no one contact me and was eager to get going on services. I sent several more follow up emails and he has never responded. I called Tebra support over a week ago and asked what was going on and the support staff said no one had been assigned to my case and he didnt know why and to call back later. Today 5/28/24 I called support and they stated the same thing but that they would try and escalate the issue. I am now behind and risk losing patients which impacts my private practice/financial income. Tebra has lied about processes to gain my services and has not delivered their products. Since I have not begun services, I am requesting a full cancellation on their part so that I may find a better fit and support for my practice and not lose patients.

  

  Business Response

  Date: 05/31/2024

  We are sorry to hear of the delay this customer had in getting started with our products. Typically the timeframe to be assigned a Success Coach is quite fast, and we apologize that this is not what this customer experienced. We are using this customer's feedback to identify gaps and improve the onboarding experience for future customers.

  We have now canceled this customer's account as they requested. We are sorry that Tebra did not work out for them, and we wish them the best for the future.

• Initial Complaint

  Date:05/15/2024

  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 am using Tebra as our EMR system in my small business which is a mental health clinic. We were using their software under another account as we were using a 3rd party ******. We have progressed in our growth as a clinic and moved forward to bringing our billing services in house. With this step we had to establish our own account through **********************, so we initiated the steps, adn I spoke with **************** who is a sales rep for Tebra, he went over the steps and assured that there would be no interruption in services during and after the data migration from one account and into our own new account ********. The data migration took place and was completed on 5/01/2024. Upon completion there were immediate issues that were noticed, such as they migrated us into an account as a billing company and not a clinical service provider, therefore we have no access to our notes or ability to use tools such as Telehealth with those patients scheduled on May 2nd. Upon sending an assertive email requesting this be addressed, we had all of the issues fixed and operational within 48 hours. On May 9th, we learned that our claims were not able to process out of our EMR system and was placed in a holding block, Tebra data migration team did not provide any instructions of having to enroll our ERA, EFTs, and insurance components, in fact they specifically told me the only piece we have to worry about redoing, was collecting all of our patients methods of payments for their charts. Today is May 15th, and we still have yet to be paid for our services, as Tebra has not found a resolution to our problem, therefor our clinic will be out a month's worth of cash flow, causing unnecessary barriers and strain our our operation expenses. I am filing this complaint for reparations and assistance with getting our systems up and running.

  

  Business Response

  Date: 05/21/2024

  Thank you for making us aware of this customer's complaint. We have been working directly with this customer and have corrected the issues that they have had. Everything is now working well for this customer and they are able to collect payments as normal. We appreciate this customer working with us to quickly find a resolution. Thank you for the opportunity to serve this customer.

• Initial Complaint

  Date:05/10/2024

  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 had tebra/kareo as electronic medical re ord. I switched as I closed my business to a lower rate monthly. I tried to cancel all together 2 months later. A company representative said i could not for 6 months. I never signed an agreement with that stipulation and it was never told to me see enclosed emails. I have closed checking account that they keep trying to withdraw from. I have sent emails to close they do not reply to those. I even sent back please respond no luck. I do not want to be billed for service that was cancelled. See pics-

  

  Business Response

  Date: 05/15/2024

  Thank you for making us aware of this customer's situation. We are sorry for the confusion regarding their requested cancellation. We have now cancelled this customer's account as requested, and this has been communicated to the customer. We are also researching the communication issues that this customer reported so this can be corrected for our remaining customers. We appreciate the opportunity to serve this customer, and invite them to reach out with any further needs they may have.

  Customer Answer

  Date: 05/15/2024

  
  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:05/02/2024

  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.

  Problem: Unacknowledged/unprocessed request to downgrade account, ongoing charges for services I have requested be stopped. Poor customer service as evidenced by no response from data management team regarding request to transfer data to Tebra, and e-prescribing account delays that directly impact patient care and safety. I emailed the sales rep connected to my account on 4/16 requesting to downgrade my account to prescribers only due to a number of concerns about product features. She responded to suggest additional training on the product and to request more information about reasons for downgrading. I responded, reiterating my decision to downgrade and outlining issues. I emailed the onboarding specialist assigned to my account with the same request on 4/17. He responded to suggest additional training on the product and to request information about reasons for downgrading. I provided the same list and reiterated the decision to downgrade. I did not receive confirmation that a ticket had been created to begin the service cancellation until 4/22. In the 4/22 email confirming case creation, the onboarding specialist quoted a user agreement indicating 10 days notice was required for downgrading. I received no communication following the creation of the ticket and followed up with the onboarding specialist on 4/30. He responded on 5/1 indicating only that the case had been created on 4/22 and again referenced the case number. On 5/2 I received an invoice for the full fee for *** reflecting the original service agreement with no adjustment for the requested downgrade (received 12 business days prior to production of the invoice). On 5/3 I called customer support requesting the invoice be canceled and updated to reflect change in service and to request a follow up by end of day on the status of my account. No additional information was provided by the customer service representative.

  

  Business Response

  Date: 05/16/2024

  Thank you for the information regarding this customer's complaint. We have contacted the customer and are working together on a resolution that is acceptable to both parties. We will continue to work with this customer until this is complete. The feedback regarding communication times is very beneficial and will help us provide improved reply time for the future. We are grateful for the chance to assist this customer.

• Initial Complaint

  Date:04/30/2024

  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.

  Dear Better Business Bureau,I am filing a complaint against Tebra regarding their lack of adequate customer support in resolving an issue with my electronic health record, specifically concerning my inability to schedule patient appointments. As a therapist who relies on telehealth therapy appointments, I utilize Tebra's electronic health record system along with their telehealth video conferencing service due to its secure and HIPAA-compliant platform.For over three weeks, I have been unable to schedule patient appointments due to a persistent issue. Despite reaching out to Tebra on six separate occasions, I have yet to receive a satisfactory resolution. Each time, I have been met with automated responses requesting a system check and access to my account. Despite providing available times for such checks, I have not received any follow-up or acknowledgment of my availability. Instead, I receive repetitive emails suggesting new times for account access, further delaying the resolution process.As a healthcare provider, it is imperative that I have reliable access to scheduling patient appointments, particularly in the realm of telehealth where timely access to care is crucial. The ongoing lack of support and resolution from Tebra not only undermines my ability to provide adequate care to my patients but also poses significant challenges to my practice's efficiency and professionalism.I urge Tebra to prioritize and expedite the resolution of this issue to ensure that I can resume scheduling patient appointments promptly. I expect a swift and effective response from Tebra to rectify this situation and prevent any further disruption to my practice.Thank you for your attention to this matter.Sincerely,*****************************

  

  Business Response

  Date: 05/03/2024

  Thank you for making us aware of this customer's situation. The feedback from this customer has been very valuable to help in improving customer support for the future. We were able to screen share with this customer and found a very unique issue that we were unable to reproduce. We were, however, then able to offer an alternate solution that allowed them to use the scheduling tool again. We will continue to be available should this customer need anything further. We appreciate the opportunity to assist this customer.