Dedicated to customer service they say: "Helping our customers succeed directs every action we take. We're committed to helping their practices run smoother so their patients can thrive. We are solution-oriented and aligned with their needs".
THAT HAS NOT BEEN THE CASE AT ALL!
I have worked in the Medical Billing industry for over 22 years and understand there are technical hiccups, but what I expect is communication and clarity of what is happening, that has not been the case with Kareo. I have been using Kareo PM since November of 2018 and I have to say that at first everything was great, on-boarding transition and training, user friendliness of the billing platform no issues, my clients love the patient portal functions, everything was very smooth. My issue is when I could not get a problem resolved, which was costing me money and no one would follow through. I had to email Dave Justus- CFO, Drew Hamilton-CSO, and Dan Rodrigues-CEO regarding an issue I was having and that was the only way something was done. That is not acceptable!
Now, at a time where so many companies, especially small business are struggling, due to COVID19, I find myself disappointed yet again with Kareo. They say they strive to help practices run smoother and thrive but how can I do that when they won't support small business during this crisis. All I asked for was a consideration for the next two (2) months and not pay the full contracted amount since my transactions have decreased by 80%! All I wanted to do was pay based on what I actually utilized for TWO months! Their response was a 50% discount for two (2) months, BUT, I would have to restart my contract which is 6 months away from renewal. Therefore, lock me in for another year! Taking advantage of your customers at a time like this is what shows the true values of a company.
I will definitely start looking for a new billing software ! read more
