Kareo Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Kareo's response is not only inaccurate, but is openly deceptive. What Ms*** of American Medical Billing (AMB) provided and paid Kareo was for practice management ONLYThe electronic health records (EHR) product is separate, and should not be held for ransomI have attached the correspondence that I have had with Kareo representatives through December 2016, and I have phone logs to support our communication into the Spring of 2017. I have a multitude of emails that I would be happy to share from 2013-that show I worked directly with Kareo on all aspects of charting, which did not involve AMBAdditionally, please note in the 10/05/communication wherein I alerted KAreo to my concerns about moving billing services and my chartingIn the 12/1/conversation, *** *** requested that I call her to discuss moving my recordsShe indicated that this has been an issue for Kareo (see the 11/correspondence) but that a simple letter from an attorney requesting access to my records should sufficeShe recommended that I speak with ***, who has experience and that he might talk to my previous billing agency to release the account. In the 12/7/correspondence, please note that AMB agreed to maintain billing services through 01/31/and would release the accountI provided that sign off to KareoAMB notified me less than days prior to 12/31/2016 that she would not release the account and would not be providing additional billing servicesPlease see the12/27/correspondence between *** *** (Kareo), myself and ***a *** (billing agency) wherein *** had coordinated free charting services should I move my charts 01/01/within Kareo. One will also note the number of times I attempted to speak with ***, and that I asked many times for a mailing address for my attorney to send a letter. I would ask for Kareo to provide a copy of the signed agreement that I have with their organization regarding my medical records. Regardless, this is a major breach of HIPAA and HITECH. The only person who legally in NH who has ownership and control of the medical record is the rendering provider - meAMB provided billing services, a separate product that should not be tied to private medical records
Regards,
*** ***

To Whom it may concern,
*** *** *** *** sign up for Kareo Medical Billing on 2/3/15. The contract terms state year from date of last signature below. Thereafter, this order renews on a month-to-month basis. Notification is required for cancelling a
contract as after the year the contract becomes month-to-month. Per term FAQs, page 4, question 1, a cleperiod of days is standard after termination. We were not informed this client wanted to cancel until 2/19/when an email was sent but did not give us the final term date. On 3/17/16, we heard back from client stating we should cancel his account effective 2/3/16. We did work on the account throughout February and March. We decided to only charge him the percentage on collections without a minimum charge. So a refund of $was issued on the account. Please let me know if you need any additional information. Sincerely, *** *** *** *** ***
*** *** ***
*** *** ***

Dear Dr. [redacted],   Thank you very much for providing more insight into this situation, it has certainly helped us obtain a better visual in determining the next steps.    Please note we will be in contact with you shortly in hopes of reaching a resolution that will grant you access to the records you are referring to.    Regards,

Throughout the research done into this account we found that the customer no longer holds an active account for electronic health records with our company. Back in 2013 the access to electronic health records were free, yet that has changed and Kareo issued a wide-spread company campaign advising...

so. Our current charge model is clearly specified on our website: http://www.kareo.com/pricing-ehr. If there was any miss-communication on behalf of the billing services the customer was provided, Kareo is not held liable. The only communication the customer had with us under the Starry Brook Natural Medicine, LLC under the New Hampshire location account is date back to august 4th, 2015. Other than that, there was another account based of an AZ address that is also a closed account.  Within our policies, we do clearly state what our data security guidelines are: http://www.kareo.com/term-termination-return-data-faq.  We also do this in compliance with HIPAA and in the form of preventing any PHI violations.  If the previous billing service does still have access to the customer’s patient charts as active paying customers of the Kareo software, she will have to contact them directly as primary payers of the service.  This dispute needs to be handled directly with the billing company that provided services to the customer as Kareo is solely the vendor for the software.    We wish we could offer more information, but we need to comply with our service terms and agreements.

Hello Mr. [redacted],
 
I apologize for any dissatisfaction you may have experienced
with Kareo Medical Billing. We want to provide the highest quality billing
support to allow our providers to focus on their patients and their growing
practices. I understand that we haven’t met your...

expectations but can assure
you I will be reviewing your account to identify any areas of opportunity or
improvement.
 
I will be reaching out to you directly to address the issues
you experienced in further detail and discuss your request for credit.
 
I apologize again for any issues you experienced with our
services and look forward to speaking with you to try to reach a satisfactory
resolution for you and your practice.
 
Thank you and have a great day,
 
[redacted]
Kareo Medical Billing Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, IF the business actually does follow through, will consider this complaint resolved.
Regards,
[redacted]

Review: To Whom it may conern,

I'm a Licensed Acupuncturist and have only been practicing in Texas for about one year. I signed up for Kareo’s Simple Start Plan this past February. In the 10 months I've been with Kareo I've encountered numerous miss-steps and lack of execution on resolving issues with services such as Doctorbase, EHR, credentialing and PM billing services.

My credentialing was not filed correctly. Per the contract it was supposed to be completed in August. It has resulted in profile errors as well as error notices when inquiring about patient eligibility and benefits.

I had trouble checking patient benefits through their Practice management system for several weeks. It has caused me to lose out on potential patients that were looking to start treatment immediately and decided to turn elsewhere to utilize their health insurance benefits.

Whenever I contact Kareo’s support line I’m told by the “success team” representative that I will be contacted by the end of the day when my issue is resolved but almost 90% of the time I do not get a call back. And after several follow-up calls and emails there’s still no resolution regarding the matter in question.

I have not been paid for a single claim I have submitted. Being relatively new to accepting insurance I would've greatly appreciated help in getting my first claim processed and receiving my first insurance reimbursement.

Kareo's service the past 10 months has been a detriment to my young practice. I deeply regret this entire experience and hope nobody else has to go through what I've had to deal with.

Sincerely,

[redacted]Desired Settlement: I hope to PLEASE get a full refund. If not, at least 75% of the the total money paid to Kareo.

Business

Response:

Hello Mr. [redacted],

I apologize for any dissatisfaction you may have experienced

with Kareo Medical Billing. We want to provide the highest quality billing

support to allow our providers to focus on their patients and their growing

practices. I understand that we haven’t met your expectations but can assure

you I will be reviewing your account to identify any areas of opportunity or

improvement.

I will be reaching out to you directly to address the issues

you experienced in further detail and discuss your request for credit.

I apologize again for any issues you experienced with our

services and look forward to speaking with you to try to reach a satisfactory

resolution for you and your practice.

Thank you and have a great day,

Kareo Medical Billing Support

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, IF the business actually does follow through, will consider this complaint resolved.

Regards,

I have to concur with everything stated in the last review. Their so-called "success team" consists of four individuals who don't seem to communicate in any meaningful way. They insist on email communications which are often left unanswered. Phone calls entail frustrating waits on hold. They change payors in our system despite my multiple admonitions for them to leave payors alone as we know where claims need to go. Their changes are invariably wrong. They want to bill all payors electronically which simply doesn't work for some insurance companies and they will change the settings, again, despite my repeated corrections. They failed to send patient statements from 11/2015 to 2/2106. When asked , their answer was they had a problem in the system. A billing company that doesn't send patient statements for four months?! My gut is that they are sinking or have grown faster than their ability to find qualified billing personnel.

Initially this company was great to work with. That was 2013. Fast forward to 2015 and they have completely changed. Never before have I seen a company go from good to terrible so quickly. Clearly they have changed their operations and way of working with customers.

Chief complaints:

~Doubled their minimum monthly rate within the first year of signing a contract with them.

~Nearly impossible to speak with someone who can help. I can't count the hours spent on hold with Kareo.

~Billing team started making mistakes once they moved to a "team" approach. They sent claims to an insurance company for a preventative medical visit for 1 penny on two occasions!

~Over charged us once we terminated with them. More time spent calling, holding, redirecting etc. to get our refund.

~Still has not sent A/R report to us after wind down period as per our contract.

~Sent us 4 separate emails about a $0.75 balance due.

I cannot say just how disappointing this company is and this is just the tip of the iceberg. There are plenty of other billing companies out there. I would not work with this company if it were offered for free!!!!