TheraNest by Ensora HealthReviews of theranest.com

The program itself is user friendly but the customer service is TERRIBLE to say the least. You have to wait days, sometimes a week to get a response.

Terrible is not a strong enough word to describe their customer "solutions" team. You cannot get a person on the phone and each email is returned by a different person who did not read the email before and is therefore totally confused and giving useless responses. At this point all I am trying to do is get a refund for the month I paid for but was suspended access from on the first day of that cycle. Horrible.

We have used Theranest since November 2014. We have been very satisified with the program and the support we have always recieved until recently. We are having some issues but have been unable to get any help. I have written many messages through Get Help but I never get any, HELP that is. I have tried to contact customer support by phone but I just get referred back to Get Help. We have been dealing with Reminder call issues since the first of this year but have been unable to get a satisfactory solution to our problem. We have some pretty big issues regarding the diagnosis of clients and the signature dates on therapists notes. I'm not sure where to go from here. Our issues are becoming significant enough to warrent changing programs. That is not something we really want to do but if we don't get help soon we may have no other option.

I have been reaching out to Theranest for over a week for help with the calendar and agenda page. It is frustrating that no one from the "Happiness" Team nor the Sales Team can call or email me back.

When we started our practice a little over a year ago the customer service was wonderful!! I recommended TheraNest to so many people. Now that is a different story. Ever since they rolled out Apex EDI clearinghouse through TheraNest, their customer service has become terrible. When you write them a question or concern about something through the get help option it take 7 or 8 days to get a response when they advertise you will get a response within 2 days. The response typically doesn't answer your question or help then you wait another 7 days to hear back again. You use to be able to call and ask for help, but now you have to schedule a time for them to call you through a calendar on their website. It is always at least 2 days out. Their company keeps our practice from running smoothly. We are currently looking for a new software company to change to because it has gotten so bad!

TheraNest could be great software. It has so many good features. However the complete absence of telephone support together with the false statements about HIPAA compliance made it a costly mistake for us. Unfortunately, now we are stuck and having to find multiple work-arounds to avoid HIPAA violations. Once you put all your information in and begin using it, there's really no way out. Sadly, they missed the "Portability" part of HIPAA and it is nearly impossible to export client files. Further, they don't seem to be responsive AT ALL to customer requests for much-needed improvements. Sorry, but I can't recommend it.

Terrible! I switched clearing houses and they walked me through it but they screwed it up and refuse to take the appropriate time to clean up there mess. Meanwhile I haven’t been paid in over a month. I’m quitting. Don’t go with them. Find another.

I switched over to Theranest after using SimplePractice for years and finally becoming frustrated with their utter lack of customer service. When I heard that Theranest provided live customer service, I decided to go through the expense and trouble to move my business to theranest. In short, they lied about their customer service. In fact, I was told by one of the people I spoke to at Theranest, that they are going to be changing the marketing to stop promising live customer service. The reality is when you call for an answer because you are stuck not knowing how a feature of the program works, you are required to leave a message and wait for someone to call you back. It can take hours or days to hear back from them. At first, I trusted them. When I incorporated my business and moved to a new name/entity there were all kinds of problems. That's when it became apparent they do not fulfill the promises they make in their marketing materials. It's a great program, but if you can't learn how to use its features, it's an exercise in frustration. And a costly one at that. Wait, it gets worse. I guess I complained too much about the fact that I was not receiving timely customer service because they sent me an email informing me they will cancel my account! As any clinician knows, this will cost me thousands of dollars. The infuriating part of this story is that I was "fired" as a customer of theranest because I was holding them to the promises made in their marketing materials. In short, I would strongly advise AGAINST using theranest because of their NASTY policy of firing customers who expect them to be honest and fulfill promises made to their customers. I have asked to speak to the owner of theranest, but so far the coward has not had the nerve to call me. I'm speaking to my lawyer and state representatives about recourse.