TheraNest

As an entrepreneur it is imperative to have systems that function properly. I have reached out to the tech department for over two months at Theranest for assistance with resolving an error with one of my forms. This issue still has not been resolved. I have requested to speak with a supervisor and no one has reached out. I am out of compliance with state guidelines due to this error. Choosing this company as my EHR for behavioral health has proven to be a horrible decision. They are non-responsive to email and will not allow you to speak with the tech department on the phone.

I wish I can give no stars but RUN from this program. The sales staff ghosted me after promising one thing to us - a problem mind you I brought up suspecting that it was going to affect us. He mentioned that things would be waived so that we could begin billing and prescribing. Sure enough this wasn't the case and the customer service has been a nightmare to get our needs met. TheraNest pushed us more than a month behind from being able to see clients. The EHR is difficult and disorganized. I had to show a customer service member where to find a mental status exam... I decided to go with Tebra. They refused to give us our money back stating that I went beyond a month ---- true to some degree however we've been working with customer service for that time to try and set-up eprescribing (which we still could not do). I canceled on 9/30th and they still charged me for October.... and refuse to give me my money back. USE ANYTHING BUT THIS!

My actual rating is 0 but Google won't allow you to do it. There are constant software glitches. When they offer new features, they are 1 to 2 weeks LATE in notifying their users. Customer Support takes 45 minutes to an hour, which is unacceptable when trying to get an issue resolved in between sessions with clients. It is extremely frustrating when you cannot save your clinical documentation because of software glitches and you have several clients' notes to submit, and no one from Customer Support to fix the issues in a timely manner.

we've been with them since 2017. for about 2 years the customer support was superb. after that it has gotten terrible. they never take responsibility for any issues. it's always another entity's fault. they care more about looks than functionality. they change features constantly and as soon as you get used to the new look, they change something else. they make the customer jump through hoops to use anything new they add. they are constantly raising rates and fees.

I have been trying to resolve issues for months with therapy brand’s RCM service and have been stonewalled and delayed at every turn. An unidentified therapy brands rep removed 26 claims from submission between 11/29/23 and 1/15/24 without my permission and for no reason that has been identified to me. I alerted therapy brands repeatedly that there was an issue. Not only did my rep not look into it but attempted to shift blame to me. I am a solo practitioner and did not receive payment for my work for over a month due to therapy brand’s actions and their lack of response to my attempts to sound an alarm. To date, they have provided no explanation for why this happened. They are refusing to let me out of my contract. They have delayed me at every turn since this problem began and now are telling me I am bound to them through 4/1/25. Additionally a rep, again without my permission, wrote off the entire amount of a claim that was eligible for resubmission to a secondary payer- I only found it because I was searching through files to try to figure out the previously mentioned issues. DO NOT DO BUSINESS WITH THIS COMPANY. They did not appear to value me as a provider; they did not adequately respond to requests for assistance; they did not appear to care about my business; they have wasted my time and cost me money for services I have had to repeatedly fight to have them render.