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:02/24/2024

  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.

  They have a platform to process credit card payments but they fail to deposit those payments sometimes taking over 8 days when it should be done in 48 hours, but then they can't fix the issue, act like they are always investigating, and never provide a solution to fix it moving forward, they don't care about the businesses they are hurting

  

  Business Response

  Date: 03/07/2024

  Thank you for sending us this customer's information and making us aware of the situation. We have contacted the customer, and the services in question have now been resolved. We are sorry for the experience that this customer has had, and are grateful for the opportunity to make it right.

• Initial Complaint

  Date:02/16/2024

  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.

  We have been trying to integrate Tebra with WebPT for over a month. not having these systems integrated is causing us to lose revenue since we cannot bill for our services without Tebra. WebPT needs someone from Tebra to call then then with our customer key, and they have been neglecting to do that. We have waited for over a week now. **************** representatives do not answer the phone or complete this task. We should not have been charged for a service that is being withheld, and we need a Tebra representative to call WebPT at the number we provided them several times.

  

  Business Response

  Date: 02/27/2024

  Thank you for informing us regarding this customer's situation. We are sorry to hear of the problems they have had with their WebPT integration. We have now been able to assist them with this integration, and this is progressing well. We have been able to contact the customer directly and address all of their concerns. We have asked them to reach out for any further questions or concerns. Thank you for the opportunity to assist this customer.

  Customer Answer

  Date: 02/27/2024

  We would like to be reimbursed for the fees associated with service this month (i.e. $545).

  

  Business Response

  Date: 03/04/2024

  We have been in contact again with this customer, and have found a resolution that is acceptable for both parties. Thank you for the opportunity to assist this customer.

  Customer Answer

  Date: 03/07/2024

  
  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:02/16/2024

  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.

  We utilize Tebra for our practices EHR and ******************* Since becoming a customer, we have ran into several issues which will be listed below. It has come to a point where we no longer wish to use their services. Like others have complained in the past, their practices regarding early termination has been vague and completely hidden. In fact, when contacting Tebra we were connected with a "Loyalty Specialist" which is their term for Retention. The conversation was on the phone and was strictly set up as a negotiation for the amount of the early termination fee. The fact is that many of the features showcased in their introductory demo simply do not work and there are no dates given when functionality will be available. This tactic traps companies into contracts and are left struggling because you cannot simply swap electronic health record softwares with vulnerable patients and their sensitive data.Key issues:-Billing software does not work. Any change to a patient's data requires saving and completely closing and reopening the software. Then needing to wait an hour to sync for the cloud. -Missing case lists submitted, especially if it highlight issues that are broken within the software.-Integration with several third-party EDIs not being completed. Tebra claims 30 days, we have experienced ****** days.-The patient Intake Kiosk app does not work. At all.-Chronic issues regarding incoming fax formats not working, causing the reports to be unreadable.-Missing ERAs and claims not being received by primary insurance.-Billing Analytics does not work. Visiting this site showcases zero data, yet is a key feature of their practice management software.-We cannot delete multiple patient intakes. A case list was created and the feedback was Currently can't do this. No date was given for correction case#******** It should be worth noting that the

  

  Business Response

  Date: 03/01/2024

  Thank you for making us aware of this customer's experience. We are sorry to hear of the issues this customer has had in using our software. We have been able to contact this customer directly for more details regarding each of their issues, and we are using this information to improve both the product and the customer experience. We are grateful to this customer for sharing their feedback. We are also still working with them toward a resolution that is acceptable for both parties and will continue to be in contact until this is resolved. Thank you for the opportunity to assist this customer.

  Customer Answer

  Date: 03/06/2024

  
  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:02/14/2024

  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 am a small primary care practice. I have been using Tebra since July of 2022 as my EMR. There have been some technical and customer service issues. but, that is not why I chose to go with another EMR. I transferred my business to a more robust EMR as my business grew. During the data migration Tebra held ALL my patients records for ******. They refused to give over this over information until my practice paid a fee. After many calls I was able to get a "key" which I was assured would allow the data to migrate to my new EMR. However, they only release my patients demographics not their documents or office notes. I called many times and was placed on hold for greater than 1 hour, a rep would come back on the phone every 20 mins stating he was waiting to hear from someone else. I would eventually hang up because no business owner can be on the phone that long.I did not cancel my account during this time as i was worried I would not have access during to patient information during this transtition. However, the turned off my ability to prescribe within their EMR on the day I was set to go live with my new EMR on 2/5 and promptly billed my account for the month of February.Again, I can not get anyone to answer me or help me.

  

  Business Response

  Date: 03/26/2024

  Thank you for the opportunity to assist this customer. We have been in contact with the customer directly, and we greatly appreciate their feedback. We have assisted them with getting their records to their new EMR. We also were also able to find the issue with prescribing medications for their account. We are implementing new training and processes for our Support Team to improve response time and issue resolution. Thank you for making us aware of this customer's situation. 

  Customer Answer

  Date: 03/27/2024

  
  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:02/08/2024

  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.

  When Tebra/PatientPop was advertised to me, I told them I would be telehealth and I was told the service is accommodating to telehealth and it would be advertised as telehealth. I was not going to be prescribing controlled substances so I believed the company. Throughout the setup of my PatientPop website it was addressed often that it was going to be a virtual address and my home personal address was to not be used. When the website went live my home address was used and I was told after the site went live it had to be used. I in response told them I would have never signed up for the service if they were honest from the beginning. They then made attempts to remove my address but the damage is already done. Third party sites have listed my personal address from information they got from Tebra/PatientPop. Even I just recently found out SnapChat had my home locations for anyone in close to my home making a SnapChat will know my personal address. My privacy has been violated by this company and this has been on-going for 6 months where I have not felt safe to open the buisness. I spend a lot of time trying to get my address off the internet, some websites of the 3rd party sites that got the information from Tebra/PatientPop remove my information right away others won't. I don't feel safe in my own home with random people stopping in front of my home. I don't even feel safe answering my buisness phone number explaining to strangers.

  

  Business Response

  Date: 02/21/2024

  Thank you for making us aware of this customer's situation. We are sorry to hear of the issue with this customer's address. Customer privacy is very important to us here at Tebra. Our products work well for telehealth practices and there is no problem with leaving the address off of our websites. However, it appears that in this case there was a simple mistake and we regret that the address was included on the site temporarily.

  This issue was reported to us on 9/12/2023, and this was resolved and the address was completely removed by 9/15/2023. Also, Snapchat is not one of the profiles that we manage. We are unsure how Snapchat would have received this customer's address, but it was not from our company. 

   We have contacted the customer directly, and we have been able to negotiate with them regarding cancellation for both of their accounts. We are currently waiting for the customer's final sign-off for the negotiations. We are grateful for the opportunity to assist this customer.

  Customer Answer

  Date: 02/22/2024

  My address was available for more than a couple of days through third party sites that had the information for months. They received the information from Tebra. So, SnapChat was one of those sites. ****** was also one of those sites. There were other third party sites I brought to Tebra's attention and they put it on me to contact these sites directly even though they are the reason these sites have the information. Some of the sites took the information down and some did not even after making several request to the point the issue was interfering with my daily life. I have not come to a suitable agreement yet with the company. I do not know why they are claiming so.

  

  Business Response

  Date: 02/26/2024

  We have explained to the customer how to see the ********* sites that receive their information from Tebra. The sites they are concerned about (like Snapchat) are not sites managed by Tebra. While we do often manage ****** Business profiles for customers, we do not manage this customer's ****** Business profile. All the sites managed by Tebra were updated to remove the address within 3 days of the customer informing us about the problem, back on 9/15/2023.

  We have explained to this customer that, unfortunately, we cannot update 3rd-party sites that we do not manage. We are not in control of how these sites obtain or manage their information, but they do not get their information from Tebra.

  We have continued to try to negotiate with this customer; however, they are unwilling to negotiate. We are doing everything we can to assist them with the contracts that they have signed and have sent a final offer. We hope to hear back from this customer soon.

  Customer Answer

  Date: 02/28/2024

  The information was there more than 3 days. The ****** direction to my personal address was attached to the buisness Tebra launched. It was a ****** map leading to my front door and a buisness phone number I had that was only associated with my Tebra account. 

  I got a message one account was settled with a agreed upon action between me and Tebra. I'm still waiting on them to settle final payment on an agreed upon action so i don't understand this responses with lies and untruths but this is how they gain my buisness from the start so i shouldn't be shocked. I am still waiting for the final payment to be taken from my payment method and 2nd final account payment settled. 

• Initial Complaint

  Date:02/07/2024

  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.

  I was billed for two additional providers on software account. After continuously trying to get one provider account removed (duplicate) I am still being billed for it. Not to mention being billed for the other provider when the company has prolonged granting access for this provider to even have use of the Electronic Medical Record. UNABLE TO CONTACT ANYONE DIRECTLY IN CUSTOMER SERVICE! THEY HAVE LITERALLY TAKEN MY MONEY FOR A PRODUCT THEY ARE NOT SERVICING PER OUR AGREEMENT CONTRACT.

  

  Business Response

  Date: 02/21/2024

  Thank you for passing along this customer's complaint. We have contacted the customer directly and have been working with them on these issues. We are in the process of removing the extra provider that the customer created in error, and crediting the amount they paid for the month they had this duplicate provider. We have answered other questions that they had, and are ready to assist with anything else that comes up. We have notified them of the status and that we are available for any questions. Thank you for the opportunity to assist this customer.

• Initial Complaint

  Date:01/30/2024

  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.

  Jan 6. 24. I sent in my enrollment form to Kareo/Tebra for EPCS so that I can prescribe medications for my patients. The company's IT department has yet to call me to resolve this issue after numerous tickets, calls, and complaints. I became so desperate that I emailed *********************, a key administrator, asking for help. I ended up having to pay for another prescribing system since I am unable to prescribe for my ** using the Tebra system. The company stated when I signed the agreement that I would be able to prescribe in the 2 states ** and OR. I cannot prescribe for my ** patients and have had to pay for another system. I have asked to meet in the middle by giving me a credit until this is resolved or to cancel my agreement. If I cannot prescribe for my patients in ** and have to use another system; it is not fair that I have to pay for something they promised that they had the capability to do. If you are a prescriber, I do not want you to have to go through this. This company is a scam. I only had 2 representatives attempt to resolve this issue; both have been receptive, but it is now 1/30/24, and I still have yet to get this matter resolved. EPCS is 2-day process in most cases as a point of reference.

  

  Business Response

  Date: 02/12/2024

  Thank you for making us aware of this customer's complaint. We are sorry to hear of the problems this customer had with prescribing in two different locations. We have been in contact with the customer and were able to determine the issue with their application. We are currently working with this customer to find a resolution that is acceptable to both parties.

• Initial Complaint

  Date:01/30/2024

  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 hired them to sell my products the salesperson said he could do that. Ever used the site Sandrasenzonrdh.cim Already had a professional site. They mis-lead me charged me , took down the site and sent it to collections

  

  Business Response

  Date: 02/06/2024

  While we don't currently have the option to sell products or have a storefront on the websites we create here at Tebra, we are able to add a link to a 3rd party storefront that is run by the customer. This was explained to this customer during their initial sales demo, and they were also shown an example site so they could see and understand how this works. After this was explained to the customer, they signed the contract and worked with our teams to build their site. The customer then stopped paying their invoices, so the site was closed and her account was sent to collections.

  We are sorry this customer did not find ********************** to be a good fit; however, the nature of the product page was explained to them in detail before they signed the contract. We have upheld our end of the contract by building their website as outlined in the contract and in the sales demo. We have reached out to this customer directly and they requested a phone call. When we could not call at the requested time, they asked us to quit "harassing" them, so we will no longer attempt to contact them unless they reach out to us first. They have instructions to re-open the case with us if they need anything further, as we are happy to assist.

  Customer Answer

  Date: 02/06/2024

  Complaint 21221654 

  This person is a manipulator; gave her a time to call me. She interrupted an important meeting.  Than said now deal with crdit agency

  They never hooked my site to a website selling my products for I never had a retail website. They are lying and have a lot of compalints

  I am notpaying for something that wasn't preformed.

  The e signature wasn't inadequat4e

  *************************

  ************

  

  Business Response

  Date: 02/14/2024

  Thank you for the further information. We have now been able to communicate with this customer, and have given them the information they need to negotiate with the agency that now has their account. We are sorry that this customer did not find ********************** to be a good fit for them. We are grateful for the opportunity to assist them.

• Initial Complaint

  Date:01/27/2024

  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.

  Relationship began 11/30/2023, Acct *****************. Tebra fully committed to providing my company Lotus Weight Loss and Wellness an Electronic Health Record and payment processing service specific to my established telehealth/telemedicine business. The salesperson ***** assured that payment processing would be automated-automatic for processing client payments. During onboarding ******* confirmed this option is not available and had she has never heard of this capability. ***** assured their service was customizable prior to sale, ******* has confirmed that their service is not a good fit for our practice as their system is not customizable and in fact several functions within the platform do not even function. ******* has been my only point of available contact with Tebra to address my myriad of issues. ***** has never responded to any attempts of contact. ******* during onboarding calls repeatedly states that the issues I am having are support issues. ******* states that support is available. On multiple occasions when I have reached out for support, there is no one to take the phone call. When contacting support online, at no time have they responded to any of my requests to resolve non-functioning features within the platform. ******* stated on the most recent onboarding call **** she will escalate all ongoing nonfunctioning feature problems directly to support for resolution. Support has not reached out. Contact with ******* for onboarding purposes is soon to end leaving my company with no available remedy or contact. The only solution posed by ******* are manual workarounds to sending patient forms, manual processing of payments due to the non performing and non functioning aspects of this platform. This is severely impacting the ability to operate and administer my tehealth business in a major way. It is for this reason, I seek the remedy of being released from contract from Tebra with agreement that no further payments to them be owed.

  

  Business Response

  Date: 02/09/2024

  Thank you for informing us of this customer's situation. We are sorry to hear of the problems they have had with getting set up to prescribe medications for their patients. We have been in contact with this customer and are currently resolving this issue as quickly as possible. We will continue to work with them until the issue is resolved and the customer no longer has further concerns. Thank you for the opportunity to assist this customer.

  

  Business Response

  Date: 02/20/2024

  Thank you for making us aware of this customer's complaint. We have been in direct contact with this customer and have been researching the issues that they experienced. We are working with them directly to find a resolution that is acceptable to both parties and will continue to assist until this process is complete. We are grateful for the opportunity to assist this customer.

• Initial Complaint

  Date:01/26/2024

  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 work for Limitless Health Connections as a Provider. We purchased Tebra for the purpose of charting, billing, and sending our medications. I began trying to get into the system over 3 months ago. Unfortunately, the process has been tedious. I called Tebra on several occasions. They were unable to verify my identity through ID.Me. After emailing several Associates from Tebra and ID.Me, I was finally verified manually on last week. I was told that I would get instructions in a separate email that would allow me to prescribe in their system. I have not received anymore correspondences. They told me that I would get it in a few days. I am now about to lose access from my old system on Sunday. So, I will be unable to send prescriptions for my Patients. This is going to negatively impact my Practice. We are paying for a service every month without me getting the benefits. Tebra should have one contact Person that we could contact for these issues. However, I spend countless time on the phone with them trying to fix this issue.

  

  Business Response

  Date: 02/09/2024

  Thank you for informing us of this customer's situation. We are sorry to hear of the problems they have had with getting set up to prescribe medications for their patients. We have been in contact with this customer and are currently resolving this issue as quickly as possible. We will continue to work with them until the issue is resolved and the customer no longer has further concerns. Thank you for the opportunity to assist this customer.

  Customer Answer

  Date: 02/10/2024

  
  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.  The Business rectify my problem.  I truly appreciate ***** A for helping me.

  
  Regards,
  
  Dr. ********************