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:03/16/2024

  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 was contacted by Tebra to see if I wanted to use that platform for my therapy practice I was quoted a price of $172 a month and Ive had two charges totaling 344 for the month of January and February and one billing cycle thats not the contract I signed and The platform is not as easy to use as they described I just want to terminate my contract and not have to pay any additional monthly fee The contract I sign was for 14 months they gave me two months free which is an accurate because I have to pay 14 months at $174.00 I have dyslexia and I didnt realize how much reading that was involved in terms of learning the program I spoke with the trainer and I said I would forward a neuropsychological assessment that States this and this is why its not a usable program for me. The reason that I have neurological deficits is because I have cerebral palsy. Which is a condition that Ive had since birth. This is a violation of the Americans with disabilities act. and no one who interviewed me, asked me if I had any difficulty with reading or facts, and figures which is the other aspect of the program in terms of billing its just too overwhelming for me to do.

  

  Business Response

  Date: 03/28/2024

  Thank you for contacting us regarding this customer's complaint. Unfortunately, we have not been able to contact this customer to find a resolution. We emailed them on 3/18, 3/20, and 3/28 with no response, and left a voicemail on 3/28. We would love to assist this customer with their issue and encourage them to reply to our messages so we can assist them.

• Initial Complaint

  Date:03/15/2024

  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.

  I decided to switch my electronic medical record and practice management software to Tebra after the sales person assured me that Tebra would assist me in importing medical records from my previous emr to Tebra. I was told this would take 3-5 days and cost $500. When I initiated the process, I was told it would cost $1000 which I reluctantly agreed to. I was then told it would take another 5-10 business days to complete the process. After those 5- 10 days, I was told it would take another 5-10 days to complete. After 3-4 weeks, I was told that the data import was complete. However, none of the clinical notes form the previous EMR were imported. I have contacted customer care multiple times by phone and email and they are unable to help me. They assure me that someone will contact me and nobody responds. I finally had to abandon the process of switching to Tebra and I am now having to move all of my clinical notes from Tebra back into my previous EMR because I am unable to get any assistance from Tebra. I also requested to cancel my account and have received no response. I have asked customer care to speak with someone else as they are unable to help me and they simply tell me there is no one else to contact for assistance. It has now been 6 weeks since I started this process and it has caused very significant disruption to my practice.

  

  Business Response

  Date: 03/28/2024

  Thank you for making us aware of this customer's experience. We are sorry to hear of the issues they had with their data import. We have contacted the customer, and their feedback has been very valuable in making improvements to our data import process. We are currently continuing to work with the customer toward a resolution that is acceptable for both parties. They have our contact information and are encouraged to reach out for any further needs. We are grateful for the opportunity to assist this customer.

• Initial Complaint

  Date:03/14/2024

  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.

  This company uses deceptive methods. They offer a contract at one price and then want to decrease the services you previously had and want more money to get them back. This company has terrible customer service and lies about refunds, contracts, options no longer included, billing, and providers being added to contracts that are no longer even in practice.

  

  Business Response

  Date: 03/28/2024

  Thank you for making us aware of this customer's complaint. We have contacted the customer directly and have been able to explain our pricing models. The customer now understands that they are charged for each provider that they add and that those providers need to be removed to stop being charged for them. We will continue working with this customer so they understand all invoices and charges and all their questions are answered. We appreciate the opportunity to assist this customer.

  Customer Answer

  Date: 04/17/2024

  Kareo / Tebra continues to charge us for accounts that dont exisit. I have requested a detailed analysis of our account including issuing credits and it has been several weeks and I have yet to receive any formal documents investigating the adjustments or refunds. My business partner filed a complaint against them with the BBB AND NOTHING has resulted except a credit for $541 dollars without any explanation. The BBB files indicate that this business has a pattern of complaints and Im going to confirm that with my own issues. Specifically, consumer complaints allege in their complaints to BBB that the company misrepresents their agreement. I want to confirm that the behavior continues. Complaint ******* outlines the same issue with no resolution. We are now owned by a non profit and are verifiable with the *** and we have not been credited as of yet. I warn everyone considering doing business with Tebra to run the other way! They are felonious and conduct business fraudulently. They take advantage of medical providers. Kareo employees including our intermittent representative *** stating that Tebra implemented these changes when they bought Kareo. We are now paying for items that were part of our original service. I have been with them since 2010. . Consumers also mention specific items that were included in their package upon purchase, but when reviewing the package and written contract, these items were not included. On May

  

  Business Response

  Date: 04/29/2024

  Thank you for the further information regarding this customer. We continue to work with them directly and help them understand how pricing within Tebra works. This customer is not being billed for multiple accounts, they are being billed for multiple providers. Our pricing is based on the number of providers, and our customers can add providers from within their account, at which time they agree to pay for each of these providers. This customer had added many providers and agreed to pay for them, and then these providers did not use the system. We have been working with them to remove these unused providers and have offered some credit as a courtesy; however, there were no billing errors.

  We have also been working with the customer as they are switching to a nonprofit, tax-exempt status. They sent us their 501(c)(3) form on 4/11/2024 and were changed to tax-exempt status on 4/16/2024. We are unable to mark accounts as tax-exempt prior to receipt of this form, and the customer has been informed of this many times.

  The customer was also confused about a discount that they discussed with one of our Support Representatives. The discount that had been offered to them was for opening a secondary account, as we often offer discounts for customers who have multiple accounts with us. This customer has decided to remain with one account, and therefore does not qualify for the discount for having multiple accounts.

  We continue to be available for questions and concerns for this customer.

• Initial Complaint

  Date:03/14/2024

  Type:Billing 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 August 15, 2023 I spoke with rep ******************* from this organization. The call was in reference to billing companies which are supposedly handpicked, vetted, and has knowledge of the billing software. Based off of ****** recommendation I decided to go with Talisman Solutions. On 10/18/23 I reached out to **** to make him aware of all the issues with this so called hand picked billing company. On 12/16/23 I reached out again to **** with Talisman Solutions on the email to discuss issues. Since then NOTHING has been resolved. This company could not have been vetted as their service is poor, they are not knowledgeable, and their integrity is highly questionable. My point is that Kareo/Tebra should not make recommendations on billing companies and leave myself, the customer with the issues. I was told that ******** would be given the opportunity to rectify the issues or dissolve the contract. Again, nothing has been done. It is not your time or money being lost. I will file a separate complaint for Talisman, but you all do not take OWNERSHIP for recommending clients to your poor partnerships with billing companies.

  

  Business Response

  Date: 03/25/2024

  We appreciate you letting us know about this customer's situation. We are sorry to hear of the problems this customer had with our billing partner. We are currently evaluating our relationship with this billing partner, and we appreciate this customer sharing their experience with us. We have also been in contact with the billing partner to ask them to respond to the customer's issues. Thank you for the opportunity to assist this customer.

• Initial Complaint

  Date:03/12/2024

  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.

  I use Tebra for patient health recording. The patient appointments were always confirmed to the patient when made and reminders were sent as set by me in practice settings. Abruptly this stopped. Colleagues in my town who also use Tebra did not lose this function. Because of the loss of the function of confirmation of appointments and reminders, no shows=****** lost. people depended on text **************** reminders for appointments. I started making phone calls to complain to Tebra at the beginning of February when I realized I was missing this function. They told me Tebra did away with this January 2024. This was untrue. Fellow practitioners who use Tebra did not lose this function. I continued to call and I was told that this was being worked on. they would never give me a day that it would be completed. I was told "there's a lot of you who need this fixed". If you're working with a software company who does your updates or engineers who fix systems, why would it take almost 2 months to fix. Why would you lie to your customer?? So I began to call every day and I would be told the same thing, "its being worked on". I finally one day said "I will stay on the phone and you find out when this will be fixed." He had me on hold for more than 15 minutes came back and said February 29. As of February 29 this function is not fixed. I continue to call, I have written emails in a new case every single day asking for a phone call back and nobody calls me back. When I call the number of customer care asking to speak to a manager or a Director, I'm told there's no one to call you back. This is bad customer service-very bad. I have a private practice and I don't want to get another company but if I have to I will. I want this fixed immediately. I did request a refund for February because I did lose business and they were kind enough to give me a credit for the month of February, but they did charge me for March and I still have that function missing. Please help.

  

  Business Response

  Date: 03/26/2024

  Thank you for making us aware of this situation. We are sorry to hear about this customer's problems with our support team. We contacted this customer, and are very grateful for the feedback and information they provided regarding their experience. This information is already assisting with training and improved service for the future.

  We are glad that the customer's issue is now corrected. We will continue to work with this customer directly until their complaint is completely resolved. We appreciate the opportunity to assist this customer.

• Initial Complaint

  Date:03/11/2024

  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 still haven't received any follow-up or accountability despite our numerous calls. It feels like a scam designed to siphon money from small businesses without their consent and without adhering to legally binding clauses in the contract. Our frustration stems from the fact that we were originally clients of PatientPop, which was later acquired by Tebra. However, we experienced neglect, prompting our medical practice to seek a more accountable website provider. Tebra's contract stipulates a limited cancellation window each year. We patiently awaited this period and submitted our cancellation request through customer support in November 2023. Despite numerous calls to Tebra's customer careapproximately 23 timeswe've received assurances of follow-up, but no action has been taken. Only once did a manager, ***************************, return our call after multiple attempts and hang-*** on 2/12/24. He assured ******* refund dating back to November 2023, as Tebra continued to charge us despite our cancellation request. This constitutes fraudulent activity, charging our account without consent.The cancellation ticket number : ********

  

  Business Response

  Date: 03/25/2024

  Thank you for sending us this information. We are sorry to hear of the experience that this customer has had. We have contacted this customer and are working with them directly regarding their cancellation and refund request. We expect a resolution very soon and will continue working toward this with the customer until this is complete. We are grateful for the opportunity to assist this customer and correct the situation.

  Customer Answer

  Date: 04/10/2024

  Hello , Kindly reopen my case BBB Complaint ID: ******** I was out of country and couldnt respond , so please if possible let me know if i can reopen the case as the company s giving me runaround and not resolved my issues with refund and despite providing all the proof they have not chosen to refund . Should i file a new complaint ? as they have given partial refund . Thanks

  The refund has been partially refunded so I would like to keep it open .
  

  
  

  

  Business Response

  Date: 04/11/2024

  Thank you for giving us this further information. In the customer's original ******************** complaint, the total disputed amount was $2347.87 for their payment in 2/2024. After our research, we agreed with this complaint and refunded this amount. Then the customer requested another refund for blogging services, stating that they had requested this to be canceled before their payment in 11/2023. After researching this second claim, we did offer an additional refund for the blog services.Then the customer stated that they should be refunded even further for part of their November payment. We researched these claims as well and found that on November 6, 2023, they emailed us requesting that we continue hosting their website. They had requested to be switched to month-to-month payments instead of quarterly, but this request came only one day prior to their quarterly renewal on 11/7/2023. Our Terms of Service state that any changes to contract or cancellation requests need to be received ***** days prior to the end of contract, so this request the day before renewal was too late to be applied to this renewal. We were able to switch them to month-to-month payments beginning with their 2/2024 payment; however, the customer decided to cancel at that time. Because of all of this, no further refund is due. We have explained this to the customer, but they continue to request further refund.

  We have already refunded more than this customer requested in their original ******************** complaint. While we are happy to assist the customer, our research shows no cause for further refund. Thank you for the opportunity to clarify the situation.

  Customer Answer

  Date: 04/21/2024

  Patient pop contract stated need 90 days  notice which we gave well in advance in writing in September 2023 . In communication with there account manager ( which they require to close the account ) I was told just email us that you want month to month and you will be charged month to month . I just did that after successful cancellation of original contract . Original contract stated 3 month notice( which was cancelled as stated above ) but month to month was just an email not 3 month contract which I never signed . The Buisness has inappropriately charged other doctors same way going through massages , so I filed complaint. 
  

  after many emails they chose to partial refund my blog service but maintained not to reimburse amount charged for 3 months instead of 1 month as stated in my email and no new contract being signed after cancellation of original contract in September 2023 . 
  

  even contract was cancelled patpop continued to levy 3 month charges even I was told I wont be by there account manager . Seemed like a trap for a customer who wanted to get out of ********************** trap . 
  

  I am dissatisfied and disappointed with there response to commit  fraud and harass small buisness like mine . 

• Initial Complaint

  Date:03/08/2024

  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 put in a request for termination of our contract on January 3rd, 2024. We received a response 2 weeks later saying that the cancellation was approved and our last day would be February 2nd. However, it is not March 8th, we still have had no progress on cancellation and are being ignored by our reps and administration staff. We keep being told it is being "handled", yet every time we call the customer care rep is "shocked" that it is still outstanding. On top of this, we have been charged for 2 months that they should not have. At this point, we are just looking to get the proper transition to a new company and get a refund for the money charged to us that was contractually not due. I am no longer requesting anyone from Tebra to simply "look into the situation", but to have final resolution. I want this to end.

  

  Business Response

  Date: 03/20/2024

  Thank you for the opportunity to assist this customer. We are sorry for the delays that this customer has experienced. We have reached out to the customer, and have  canceled their account. We are also pushing through their promised refund as quickly as possible. We will continue to work with this customer until this is complete. We have asked them to reach out to us with any further questions or concerns.

  Customer Answer

  Date: 03/21/2024

  We have received word that the cancellation was processed, but have yet to receive a refund.  In the latest correspondence, it was stated that the refund was still in the approval process and that we should be hearing early next week on a decision.  That is not good enough. This should be simple as they did not provide services in those two months.

  

  Business Response

  Date: 03/29/2024

  Thank you for this additional information. This customer's promised refund has now been processed and is on the way to their bank. We will be checking in with this customer next week to ensure this has been received. We are available for any further questions or concerns.

  Customer Answer

  Date: 04/08/2024

  Good afternoon,

  They have mentioned the approval of our refund, but as of today April 8th, we have not received anything.

  We will not close out the case until we have official confirmation that it has been received.

  Thank you

• Initial Complaint

  Date:03/01/2024

  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 a Doctor of Acupuncture located in MA. After the recent events with Change Healthcare, I have been unable to submit insurance claims or verify insurance claims through BCBC's *************** I reached out to Kareo/Tebra to learn more about their platform for billing and eligibility and benefits. I had a call with ***** from Tebra, who was aware of my needs and sold me on the product. Within the first **************************************************************************************** what I needed, ie., it is unable to populate acupuncture benefits in the eligibility area. I contacted both my direct contact, ********************************* and *********************** (who originally helped me to sign up). ***** responded saying "We did go over that you can run real-time eligibility checks in our system that populate whether the insurance information on file is active or not and any sort of other prior authorizations would need to come directly from the insurance company outside of our software. I was not aware that BCBS doesn't specify acupuncture coverage on their report. Each of the hundreds of insurance companies are different so there's no set answer of if an insurance company provides a specific type of coverage on their eligibility report." ******* responded saying, "That is correct, for BCBS of MA, our system only allows a 30-Health Benefit Plan for the service type and it does not show acupuncture benefits when you run ELG.Please notice that those were services agreed upon contract between the clearinghouse and the insurance company. Now, please note that any prior authorization would be done outside of the Tebra system so you will still need to contact the insurance company."This is conflicting information. It is clear they knew that I wouldn't be able to view acupuncture benefits, and misled me in order to get me to sign a 12 month contract @ $99/mo. I signed 2/28 and have been calling to terminate, daily. No one has been able to help. Please help!

• Initial Complaint

  Date:02/29/2024

  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.

  A Tebra specialist TK approached me about services for billing MH claims. I was told I would have up to one month to try out the site and if I didn't like it I could end it at no cost. A Kareo Quote is given to me to sign - mind you a Quote - which suggests I am not locked in to anything yet. I sign the form on 10/25/23. On 10/31 I am contacted by ** who is supposed to help me get setup. I try to answer him back and the email is rejected. On 10/31 I try again, but this time I call the phone number. ** finally responds via email - not my call - and setup a video call to demonstrate the site and show me how it works. This wasn't supposed to happen until 11/8. By that time I decided no way I'm not going to join. So I let them know on on 11/8. I am told I have to call in, so I call in as I am told, and no answer. I do this every day until 12/15/2023, and then again whenever I receive an invoice of *****. So I email, again, I am told you have to call in. Then I start getting all kinds of emails telling me "we have tried to reach you multiple times" which is a lie since I have a list of all calls - a print out is completed monthly for my business. Funny thing is, on 1/16/2023, they canceled my "contract" on 1/16/2023 - BY EMAIL, never did talk to me as they claimed needs to happen. They not only charged my card $188.10 for start-up, but they charged me $***** for October and Nov. Mind you, I talked to them for the first time on 10/25 via email only, and never by phone; and never started the online portal. Now they want me to pay ****** for early termination fees. Again, this was based on a Kareo Quote that I paid ****** for no services what so ever. My next step is to file with the State's Attorney given their deception and lies about trying to call me and the quote, and that they canceled via email after telling me they can't.

  

  Business Response

  Date: 03/07/2024

  Thank you for sending us this customer's information. We are sorry for the misunderstanding that this customer experienced. We incur a large setup cost for each of our customers, and this is the reason we don't do trial periods. This is also why the early termination fee is clearly noted on the front page of each of our contracts as well as the contract term and dates of service.

  We are sorry to hear of the problems this customer has had getting the support they needed for their account. We have new training and programs in place for our support teams to improve response times and will continue working with excellent support as the goal for our customers. We appreciate the feedback from this customer.

  We have been able to contact this customer directly. At this point, their account has been sent to our collections company, so we encouraged the customer to negotiate with this collections company. The customer also has our information to reach out to us for any further questions or concerns.

• Initial Complaint

  Date:02/25/2024

  Type:Billing 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 told I could sign up for blogging. this has not helped me and they have continued to charge my card = $186 dollars more a month on top of $400+ !!! Ten months ago I contacted them via emails and phone calls and to tried to get them to stop charging my credit card $186/month for blogging. They only have 3 blog posts up that they did and yet they have still charging me its been more than a year. !!!!! it is impossible to get anyone to follow up and respond. THey promise the issue has been escalated and do NOTHING!!!!!they have apparently also been using an email that I CLEARLY informed *********************** at patientpop we hadnt used in years but somehow since TEBRA took over patient pop they got this screwed up. **** reposted info that I clearly had told them to remove. they just do whatever they want. .i want $1860 back for blogging services that I requested to stop ten months ago.

  

  Business Response

  Date: 03/07/2024

  Thank you for making us aware of this customer's situation. We have contacted this customer directly and have been able to assist with the changes that they need. We are continuing to work with this customer on other questions that they had and will continue to be available until all questions have been answered. Thank you for the opportunity to serve this customer.