TheraNest by Ensora HealthReviews of theranest.com

Non-existent, absymal "customer service." Like other reviews have mentioned, STEER CLEAR of this company. If you have a question, good luck getting it answered! NO ONE responds to phone calls nor emails.

We are a new customer of Theranest and there are many good features, which attracted us to this EMR, such as ability and ease of creating client forms, integrated billing (we really like our billing specialist), user-friendly client portal, telehealth, E-prescribe and easy to navigate. The CONS of this system, and my MAIN issue is the POOR customer service. The salesperson really sold us on how great their customer support team was. Unfortunately, the integration process was a disaster, mainly with the EPrescribe that no one there really seems to know how to use or troubleshoot when there's an issue. They recently created a ticket system that is pretty useless. No one there responds. We integrated PDMP and it took over a month to get a response. The eprescribe is GREAT until they DISABLE you inadvertently and you can not prescribe meds and your calls and emails aren't responded to. As I write this, we are going on day 2 without being able to send meds, and have called and emailed since yesterday morning and there has been NO urgency on their part to RESPOND or correct this issue!! I REALLY miss TherapyNotes. It's a basic EMR and it does not have all the bells and whistles, but it's easy to use and the customer support team is available and helpful. Things were less stressful when using Therapy Notes - look into that EMR if you are in the market!

Oh man, where do I begin! I actually really like the platform. This review is related to claims and billing. I hired Managed Billing to try and outsource some of my workload. I was initially given a managed billing team member who was just really under informed and was unable to bill many of the claims. When I switched to a new support person, things improved a little. Unfortunately, many claims weren't filed timely, never appealed, and I lost thousands of dollars due to their inability to rectify claims. As many people know, insurance companies often deny claims and they needs to be re-submitted. Once I left theranest I was informed that many of the re-submittals and appeals simply never happened. I tried to track down the paper trial to prove to the insurance companies the claims were filed on time, but no one at Theranest ever gets back to me.

I have been a TheraNest customer since 2014 and experienced little to few issues with service until December of 2020 when we began having problems with billing. Our responses/payments from insurance have had to be manually applied since December of 2020 due to a problem on TheraNest's end. As a small but very full time group practice this has created a major issue. I have spoken with TheraNest on the phone and messaged them at least once a week since December to try and troubleshoot this issue. Typically, their customer service team takes at least two weeks to respond. In most cases, it would make the most sense to drop the service, however, our practice in in the midst of two other major workflow changes and changing EHR platforms results in a major delay of payments so I have been hesitant to switch. However, the lack of response from TheraNest and their inability to solve this issue over the last six months is unbelievable. As a long time user, over the growth of my practice into a group, I cannot recommend TheraNest with confidence to any other users at this point and am incredibly disappointed in their lack of customer service and overall organization.

Used to be a great company, now as a biller, I would say stay clear away. Did a terrible job with the transition to a new clearinghouse. Terrible customer service now and takes forever to fix issues and has had issues with payment postings. You'd be wise to get to SimplePractice or another company. They no longer keep on the promises they used to.

I wish I have read those reviews. I chose Theranest from word of mouth but their credit card disbursement did not post in my bank account. Their report said "settled" and the money is gone. I called them about the issue and no response could get through. They stole 750 dollars at this point and I am still working on it. I will change the system next year. I am glad I have a small practice.

Having a terrible time trying to cancel my subscription. I would absolutely stay clear of this website. Seems like a con

I have worked with a number of EHR systems and I even worked in the industry professionally as well. This system has no sense of integration and is certainly not user friendly. While it may suffice for brief therapy notes, it does not function for psychiatry and Rx writing. It is not intuitive and clunky from a user standpoint and vital clinical information is not easily accessible. It essentially functions as a word document and not much more. Most importantly, technical assistance and support is virtually non-existant. They refer to their tech services as "a happiness team", which feels particularly ironic from a customer service standpoint. Zero training, Zero support, and limited functionality...this is what you will get for your $ with Theranest.