WebPT

Just got a bill for $49,000. Not a typo. As a small business owner we hate to leave bad reviews because we know it negatively affects people but these guys are terrible. The customer service is non existent and their product is awful. I have been with them for 11 years and cannot run away fast enough. Anyone considering should not. So many better EMRs out there that have actually stayed current with the times. They will be one of the cheaper ones to get you in but stay away.

I am certainly not one to leave poor online reviews that threaten someone's business / livelihood, but sometimes when a business has become so bad that it is harming other people, it is necessary to warn others. If WebPT is able to pivot and treat its customers with some respect and decency I will gladly remove or upgrade this review. I used WebPT for 3.5 years. It had some decent features, and the HEP was good. I ultimately left WebPT due to frequent outages, an outdated system that feels like its from 2005, and especially due to abysmal customer support. The frequent price increases was also a turn off. The run-around they put you through to make a simple request and the time wasted trying to speak with someone who can help you is just something that busy private practice owners do not have time for. After my transition to a new EMR I had to contact WebPT with a couple simple things, and was unable to do so. This resulted in loss of revenue and inability to submit claims. My conversations with other WebPT users and the myriad of other poor Google reviews echos loudly that this EMR is certainly not directed at helping practice owners and PTs with the challenges we face. My advice to any private practice owner is to avoid this EMR.

I am compelled to share my deeply frustrating experience with WebPT to prevent others from enduring the same issues. As the owner of a practice with two speech therapists and three occupational therapists, I chose WebPT based on its advertised ease of use and integration with Therabill. Unfortunately, the reality has been a stark and disappointing contrast to what was promised. We were enticed by WebPT’s integration with Therabill, a system with which I had prior experience. While the EMR functionality was acceptable, the billing aspects were nothing short of disastrous. We were assured that all billing would be managed through Therabill, yet we were never informed that additional systems, such as Worldpay, would be necessary for handling private pay transactions. Furthermore, we were misled into believing that personalized intake forms were included in the service. It was only later that we discovered these forms cost an additional $160 per month—information that was glaringly omitted during our initial discussions. Our attempts to cancel the service within the promised 30-day window were met with silence. We were subsequently told that the cancellation terms we were given were incorrect. Despite requesting a recorded Zoom call to clarify these issues, WebPT has failed to provide it. Now, two months later, we are still grappling with inadequate responses and severe billing delays. Based on these egregious failures and the blatant lack of transparency, I unequivocally advise against using WebPT. If you wish to hear more about my experience or need further details, please do not hesitate to contact me. I will be posting this to their facebook group as well as all my private practice groups. I hate to take these measures, leave reviews, and blatantly blast them on social media and public outlets; however, I am left no other choice, my business is at a standstill, unable to bill out, and not to mention, they take about a week to reply or call. Once I was "signed up", my onboarding specialist/sales person, missed out very next appointment. I also please want to stress I DO NOT LEAVE BAD REVIEWS as I believe companies should not be judged off 1 or 2 bad experiences (please look at my account there are no bad reviews) however, THIS IS THE EXCEPTION.

Not one to write bad reviews or complain but WOW this company's customer service & tech support has significantly declined in addition to their frequent outages/"upgrades". I've been a user since 2012-2014 and have 5 clinics on the application. The last clinic to be onboarded was awful and then to add staff was worse than horrendous. The process took almost two weeks of back-and-forth phone calls and when I requested a credit for my wasted time due to their system failures I was told: "Thank you again for bringing these concerns to our attention, and I apologize for the frustration this situation has caused. I understand the time spent resolving these issues was significantly more than expected, and I want to address your points to ensure that we take the proper steps moving forward. I can only imagine how this must have affected your operations, and I want to assure you that we are taking this seriously. Regarding the time spent onboarding YYY clinic and the delays with XXX, I understand how critical it is for these processes to run smoothly. Regrettably, we do not issue credits for such situations. However, I fully acknowledge how this has impacted your team's productivity and efficiency. We recognize that access to paper documentation as a backup can be an interim solution during technical disruptions, but I understand that this doesn't fully address the inconvenience you've experienced. Your long-standing relationship with WebPT is not just important; it's integral to us and we are committed to preventing similar situations from occurring in the future." Womp Womp - I used to LOVE, LOVE, LOVE WebPT, but lately HATE, HATE, HATE!!!

Our business has been using WebPT for 4 years now and I absolutely do not recommend. The system is always crashing more than it's working and we cannot get our work done. They should have to reimburse every person that utilizes the services they offer because why pay for something that NEVER works. I am not typically one to write a review or bash anyone, but this is the worst service ever. Save yourself the time and trouble and find a different billing service.