TheraNest by Ensora HealthReviews of theranest.com

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.

Their customer service is non-existent. They do not reply to customer service support questions. This has happened multiple times. I do not at all recommend TheraNest to mental health providers.

I agree with all of the HORRIBLE customer service reviews. I used them for 6 years. An EMPLOYEE of mine was embezzling and I fired her. Even though it was my business, and MY BUSINESS paid every single payment Theranest REFUSES to acknowledge it is my subscription, because she signed up in her her name. She instantly began going into the platform and erasing large amounts of data. It took me several days, a police report, an FBI report, and one intelligent employee to get my account locked. So now, they have six years of my client records, six years of my payments….. and told my billing manager unless I get a “signed release” from the embezzler, they won’t release my client records. I bought a new subscription to just keep it all going, thinking that I’d be able transfer the old data after I proved it was my company. Nope…. They won’t even speak to me…. Just email my biller. The program itself is substandard….. what a joke.

If I could give TheraNest (now Therapy Brands) no stars & still submit this review, I would. I have used TheraNest since 2019, never having a huge enough issue to complain until using their managed billing service. Our nonprofit organization provides therapy services for low-cost/free to youth & families who would otherwise not be able to get the services they need. For this reason, the 50% off we've been granted is the greatest reason why we stuck with this company. Since starting with their billing services in January of this year, we've gone from a prosperous organization to now struggling to keep the doors open. The billers are incompetent and rather than admitting that, they try to blame our team (who are not billers) for their inability to get denied claims paid. Denials that have been eventually reimbursed took 2-3 resubmissions leaving our organization to suffer as our revenue continued to decline. Therapy Brands' communication, on all levels, is absolutely horrible! Even knowing that we are a nonprofit servicing the community has not triggered a sense of urgency with these people. Ending our contract has been extremely difficult as we sent a written notification that we want to end our contract a month ago. We have now been informed of a huge balance due, which of course, we cannot pay. Considering the circumstances, we will find an attorney and move forward with another company. ANYONE LOOKING FOR A COMPANY TO HELP YOUR PRACTICE THRIVE, DO NOT, I REPEAT...DO NOT CHOOSE THERANEST/THERAPY BRANDS!

Using their billing service has been a nightmare. I signed up for Apex which is the clearing house they use and have received nothing but denials. It has been an awful experience. Telehealth glitches constantly either loosing sound or freezing and dynamic forms do not set up the way you want them t0o. Apex clearing house reps will not talk to you and denials are usually in error. Easy to use, schedule and navigate but the claims submission is a complete waist of time.

Awful! I pay so much money a month and they do nothing except push a button. I am the one who has to spend hours following up with denials. When I say all they do is push a button that is it!! Do it yourself or find a company that follows up with denials. I repeat do not use them.

They are greedy and not focused on client satisfaction at all. I subscribed to their managed billing service and their billing was never transparent. Now that I not longer accept insurance, they refuse to terminate my contract with them to manage my billing. Not only that but they refuse to allow me to end with Theranest at all. I've been in email contact with them since January and their "management haven't gotten back with an answer." They make SO MUCH MONEY off of clinicians and I will no longer be using them, or recommending their services. BE WARNED. They will not get back to you if you have issues.

Do not use Theranest. Terrible customer service. The basic PMS system is okay but we experienced system interruptions and delays with the calendar loading as well as other system glitches that affected our day-to-day business. Not good to have your system go down for 12 counselors! Every time we asked for help no real solutions were offered to fix the problem. Everyone at Theranest works from home which is why you cant actually call someone directly and must wait for an email response for assistance. We used them for our billing/RCM and it has been a nightmare! Lack of response from a senior team member, and overall lack of accountability. We are in the process of trying to terminate our RCM contract and it has been very frustrating -we keep getting the run-around and excuses of why they can't perform according to the contract agreement but yet they are happy to take our money! You will be happier elsewhere.