Tebra Reviews

Summary: The platform is pretty and eye catching but doesn’t work. I would not even waste your time. You should look elsewhere.

Positive: I loved the product when it was Kareo. As a practice we had very little complaints. Things went down hill quickly when the merger started.

Negative: When Tebra took over the customer service and the system suffered greatly. Starting the beginning of September my EDI numbers between two insurances merged causing a back log in claims getting paid. I thought that was bad but it only got worse. My payers kept getting jumbled and eventually my claims stopped going out at all. Getting a hold of Tebra is nearly impossible. They have nearly bankrupted us!! We have taken our services elsewhere yet we’re unable to fully integrate into a new system because Tebra is not returning messages from us or our attorney. We just want our data!
Please do not use their services! The billing is not the only thing that is messed up but also patient reminders and account balances. The whole system is a complete messed up.

Summary: The modifications Tebra implemented in Kareo are highly problematic. The online booking system is unreliable, undergoing frequent and confusing changes. Patient communication has become absurd, and the once-convenient feature of bulk emailing all patients has been eliminated. Now, even sending simple Happy Holiday Wishes requires selecting recipients individually. It's truly frustrating!

Positive: The only PROS I can think of is Kareo before Tebra. Once Tebra took over this platform, the changes has been unreasonable. I honestly can not think of a single PRO under Tebra.

Negative: The modifications Tebra implemented in Kareo are highly problematic. The online booking system is unreliable, undergoing frequent and confusing changes. Patient communication has become absurd, and the once-convenient feature of bulk emailing all patients has been eliminated. Now, even sending simple Happy Holiday Wishes requires selecting recipients individually. It's truly frustrating!

Summary: Stay away. Do not ever give them your credit card information. You will regret it. The business practices are shady at best.

Positive: The website they build looks great, and the reputation management works incredibly well. I get compliments on our website weekly.

Negative: Their systems are all messed up. They put my card information on a separate contracted account that had 10k+ in back charges. They tried to make it seem like I could have messed this up, but it was impossible from my side and it can be proven in court. I have never had access to the other accounts information in any way and they have been holding my 10k+ ransom until this other account pays their balance. I are currently looking to involve our lawyers.

Summary: Sales promised the customer review however they can't deliver. Now Website is messed up. Escalated tickets get no response for days. The company seems a fraud. I can't believe a company in US could be this bad.

Positive: Web design is good. Some of the support team are friend and try to help.

Negative: Sales promised a product that hasn't been delivered in almost a year. Enough, enough, enough.

Summary: An absolute nightmare 🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩

Positive: Nothing! Absolutely nothing at all. This company only cares about getting your automatic funds. Beware of companies with automatic renewals of contracts.

Negative: I have been with Kareo for several years. Since being bought by Tebra, customer service is the absolute worse. They trick you into automatic renewals however there are no reminders of when your anniversary is. Make sure you have a reminder set. Their motto is lock you in legally but do not deliver services promised to you. Trying to get in touch with someone does not exist. It takes weeks to even get them to respond to your rep when an issue occurs. Run, do not trial them, do not get caught up with them. We need to close them down the service is so bad.

Summary: Worse customer service for patients possible. Call the number to get help their voicemail is full Friday and Monday so they intentional don’t want to help patients just providers.

Positive: Would have to actually care about your patients to actually have pros the customer with them is the provider and the only side that has customer service they don’t even know how to help patients they tell you. Untrained team.

Negative: Not for patients customer support specifically says we can’t work with patients only providers and that’s not what your business is for. You’re here to better the portal for customers and providers. Fraud business.

Summary: I have utilized several EMRs throughout my medical career (i.e. Epic, Cerna, Allscripts, NextGen, Charm EHR, Practice Fusion, Athena, etc.), and Tebra/Kareo is by far the worst of all. The stories often change from what the salesperson says the product is capable of, to what customer service reps say. You are initially promised a 30-day trial period to cancel. However, when you then try to cancel within those 30 days, you are told that you cannot cancel. By then, you have realized how horrible the system is, how terrible customer service is, and are left totally frustrated.

Positive: Nothing. The stories often change from what the salesperson says the product is capable of, to what customer service reps say. If I can help another small practice from avoiding my mistake, I have done my job.

Negative: Several:
-The company lied about certain features. I informed the sales rep that I see personal injury patients, and thus I need to be able to forward notes to referring practices, and was reassured that I could send my notes to those practices. Turns out, there's a "directory" and if you want to send a clinic note, referral, order, etc. to someone not in the directory, it's not possible.
-System automatically sends invoices to patients when not requested. Being in personal injury, payments are made through other vendors, and for a patient to receive an invoice during such a difficult time can be even more frustrating for the patient.
-Payments: I was initially told that payments would be posted to my account immediately. I then called customer service and was told that it takes 2-3 days for payments to post. After the 3rd day of not receiving a payment, I then called back and was subsequently told that the 1st payment would take 5-10 days.
-ICD 10s are horrible and automatically populate inaccurte SNOMED descriptions that have to be delete.
-Imaging orders cannot be directly sent to imaging facilities, and the process for ordering imaging is very inefficient and frustrating.
-Customer service is laughable. Answers change often, there are long wait times, minor issues have to be escalated, and problems rarely get resolved.

Summary: Terrible. Tebra is a perfect example of how capitalism has ruined another company -- their only focus is being cheap, unprofessional, unresponsive, and to maximize their profits, not yours.

Positive: Easy to use website and billing software. Telehealth is relatively simple and straight forward. That's about it.

Negative: - At age 40, this is the worst customer service I have ever had in my life. As soon as Kareo sold out to Tebra, it went down hill fast. Before you were able to get a hold of support and others relatively fast and easy, and their products worked. But now, technical support is terrible, as all of it is non-native English speakers that are reading from a manual with a thick accent and little to no understanding of the software they're suppose to know about, including the service managers. You will get no insight into your critical problems affecting your clinic should a problem arise. Currently, we have a problem where we can't show patients in different rooms. This problem has been going on for over a month now and three managers promised to call us and never did. The only transparency we have is "that they're still working on it". You can't get even get a hold of a sales manager now either! Tried calling to speak to an account manager and it goes straight to voice mail every time we call. So even if you're a potential new customer, you can't even talk to someone. Currently we are looking into new EHR software such as Dr. Chrono. Please, stay away from Tebra. As someone who does the IT and medical coding and billing for the clinic, do not let allow this unprofessional company to hijack your business and potentially cost you thousands of dollars.

Summary: The worst experience I have had with any company in my life-I am 60 years old. It may cause us just to close the practice.

Positive: Nothing about this EMR is right. The company lied about what they were going to do, and have proceeded to be completely unavailable. It took about 6 weeks after “going live” to finally receive our data transfer and this consisted of everything going into a clunky document section wherein you cannot access anything/actually find what you are looking for without multiple clicks. Then if you can find the document you are looking for, it is often fuzzy and requires expanding the page, and scrolling back and forth for a painfully slow read.

We waited for this data dump believing that there would be a simple transfer of the Problem Lists, Medications, Vaccines, and labs into the new record. None of this happened and we were told this week that the dump was finished…..Insane. I have been on hold for hours and have not been able to talk to anyone (??management??) who can say anything other than “So sorry-we can’t do anything.”

Negative: As above. That is only the beginning. I have many more complaints. Do not put yourself or you office staff through this.

Summary: My overall experience was horrible and continues. I would NEVER recommend this product to anyone.

Positive: The only thing that I can think of as far as using it for medical billing is that I can add practices as I need to. Other than that no pros. I wish there were pros that worked there.

Negative: I can not get the reports that I need. I have had a case open from the day I started and still, there is no one that can fix the issue. Customer service is a nightmare. Very rude. It seems like no one works there or maybe they are short-staffed. I wish I would have never started with Kareo (now Tebra) It's been a nightmare from the beginning.

Summary: Customer service for an EHR is ESSENTIAL as patient lives are at stake if something goes wrong. Until customer service is fixed, I wouldn't recommend it. Otherwise it can be a great product at a reasonable price for a solo private practice like mine. YOU HAVE WORK TO DO TEBRA!

Positive: I liked Kareo (for the most part) and still enjoy some aspects of Tebra/Kareo. Kareo got bought out by Tebra. It is essentially a similar product with some cosmetic changes (ie. colors are different but layout generally the same, at least for the aspects I use it for). I don't use "Patient Pop" and really have no clue what it is.

Negative: When it was Kareo, communication was actually pretty good. We were able to reach out and get a hold of someone quickly, within minutes. Now, I can't get a hold of anyone really ever. For example, I called about an issue 2 days ago (my auto reminders for patient appointments were arriving to the patient AFTER their scheduled appointments when this was never an issue before). I was on hold about 20 minutes. they gave an option saying "we can hold your place in line and call you back as soon as someone is available." Well, here it is 2 days later and still no call. I also sent a ticket online at same time and still haven't heard back from that either.

Summary: This product has been intermittently problematic but has become more unreliable since Tebra took over Kareo. The past 2 months have been horrible. It just seizes up during the work day and is non functional. Not able to see charts, accept credit card payment Portal access comes with an up charge and it recently stopped allowing new patients to be invited to have access which increased burden on my staff when new patients were unable to enroll and access messaging, lab results, etc. Portal does not allow messages to be attached to patient charts and the search function to find messages does not work. That is just the tip of the iceberg…

Positive: It was affordable in the beginning. Pricing has gradually increased which is likely typical and expected overtime but what is not expected or acceptable is degradation in the product.

Negative: Learning you get what you pay for. The performance has degraded since Tebra took over and product has been rendered useless several times in the past couple of months. Recent updates have only changed appearance of the dashboard which does nothing to improve functionality. Contacted support to request for refund for undelivered services and inconvenience but call I was told to expect for resolution has not happened. I could go on but don’t have the energy…

Summary: I do not recommend at all. This is a very poor product with very poor customer support, and constant issues.

Positive: This product is web-based, so it can be accessed anywhere. It also has an app that mostly works for sending prescriptions, reviewing patients' charts, and scheduling appointments.

Negative: This company took over Kareo (another poorly run EHR) a month ago and there have been system issues three times over the past 4 weeks, resulting in an inability to log in, access patients' charts, send prescriptions, or schedule appointments for hours at a time. As a way to save face (I assume) they do not keep accurate postings of past incidents - the public log of "past incidents" does not show the incidents from June 26 or July 10. Chat support has been removed. It takes days for Support to respond to help ticket requests, and weeks for them to solve the issue. Prescriptions will get stuck in queue and show up as needing to be addressed. For as much money as I'm paying each month I expect a product that works every day.

Summary: I have been with Kareo for many years. No issues until Tebra took over. I called customer service due to no more help chat. I was on hold for 1.5 hrs and then when they did finally answer my call I was on with them from 10:30 am until 1:25 pm and I am still on hold now because they cannot find someone to fix my problem. Absolutely ridiculous!!!!! My working day has been spent on the phone with customer service.

Positive: Computer friendly in regards charts and scheduling. I do not like the look of the new system since Tebra took over.

Negative: Horrible customer service. I do not know why changes were made. "If it is not broken, don't fix it" incredibly discouraged.

Summary: Awful. Who changed the design and why? They should be fired. ASAP

It's stark and terrible..............................

Positive: I like nothing about the format takeover from Kareo. Too bright, font is too small, cant be changed. The entire thing strains my eyes as well.

My colleagues also feel the same way. We are looking at new EMRs.

Negative: All of it. Format is too bright and drab, definitely strains the eyes