TheraNest by Ensora HealthReviews of theranest.com

Tech and user experience has declined since Therapy Brands acquisition. They try to offer new features regularly, but basics like bandwidth and other tech issues are regularly left unattended for weeks. This means a billing task that normally took seconds is now taking minutes, while the page stalls to load or times out, etc. When you reach out to them, the customer service people are not connected to the tech and dev people. SO you are told generic and incorrect things, like restart your computer, check your browser, clear your cache. While some basic solutions are valid and part of troubleshooting, it no longer moves beyond basic trouble shooting. I used to be able to have a live chat with their team any time of day; not the chat is an email message that gets sent. It's really unfortunate. After dealing with this issue for several months, perhaps a year or so now, I am actively tracking these issues so I can decide whether or not ot renew next year. I was a big fan of Theranest when I began using their platform in 2017; and continues in 2021 when I started my solo practice. I cannot currently recommend them until I see how they bounce back from this ongoing decline. UPDATE: today Theranest became Ensora with no warning and massive changes overnight. Many relating to AI integrations and therapists are rightly concerned about privacy and data use. My five start went to 1 star in a matter of 7/8 years.

TheraNest will continue to charge for the “add-ons” like telehealth even after you cancel the subscription! I was told by a very inept representative to log into the account myself to cancel the add-ons! I had to remind her that the subscription is cancelled and I don’t have access to the account. Then she tells me she has to submit a ticket to a “specialist” who only works through email! The service itself is not worth the run-around you get put through to cancel! While you’re still being charged for services they are not providing! Scam! Highly unethical!

Sadly we have had a very poor experience working with Theranest. They misrepresented many items and the support is terrible. They have lost accounting for months of claims and we still have no resolve. We can’t get a live person to assist. The VP has not responded either. We have months of claims they cannot account for nor provide answers to.

Theranest "support" has been unresponsive to a software problem. I have exchanged over 40 emails with them. They report "escalating" multiple tickets, yet, to my astonishment, they keep asking me what the problem is! How is it possible after a month and 40+ emails that I am still helping them define the problem?

Tons of glitches with saving notes which makes working for difficult. For clinicians in private practice, very difficult to reach customer service and get a helpful answer when you actually need it. They answer your email several days later when you've moved on and can't address that issue in the moment.

Theranest was initially great and then after several "rebranding" events was terrible. I would put zero stars if I could. I couldn't log in or would be asked to change my email and be logged out. And if I could log on I couldn't actually see my client or use the video session option despite using the service quite well since 2022. I am a solo practice with 25 active clients and if you don't respond immediately to their email to address your concerns they close the ticket. Additionally I got things like "clear your cookies". I have several computers, one brand new and regardless of what I did it did not work. Additionally when I called to cancel they indicated they could not cancel my subscription that I would need to log in and cancelled it. Ultimately it was cancelled via telephone and when I asked for a refund for the amount deducted yesterday for the continuing service I was told you could only get an email sent to address that. So there is really no customer service. I switched to another platform last week and wow. It is so easy and intuitive. I feel like I've been working way harder than necessary with Theranest as this new service is so much better for managing my practice.

Honestly, I still haven’t heard back from you all at all. I have never received an email trying to help me with my theranest problem. Luckily, I was able to fix it on my own.

I am new to Theranest - two months, and it is an absolute nightmare. Often instructions do not work. Data entry is impossible at times. A click sequence works a few times, until it doesn't. Same function, same sequence of clicks on same pages and you hit a dead end. Can't find notes unless you know a backdoor secret. IF I was playing the old game MYST, that is what makes the game challenging - but this is me trying to get through my day! So, I came on here to write that review - and I found even worse situations that make mine look like a picnic! If you came to tell people how bad this company, please write your review and post it. No one should do business with these people. Friends don't let friends drive drunk. Friends don't let friends sign up with Theranest. They can't survive by doing wha they do, and they have not changed for four years - look at all these bad reviews. Expecting Theranest to improve is like expecting someone with NPD to get better, or a sociopath to become a major contributor to cultural improvement. Miracles can happen, but this is not going to be one of them.