TheraNest by Ensora HealthReviews of theranest.com

After using this for 10 years, I have to cancel. I’ve had so many new bugs that are making my business impossible to run. And it takes weeks for customer support to even address issues that have completely stopped my ability to work. As one example, I can’t change the availability of my calendar. This means clients can’t book appointments. When I submit a complaint ticket, the person receiving the complaint ticket tells me they don’t have access to the detailed description of the problem and therefore, I have to restate it. Then they spend enormous amount of time trying to walk me through solutions as if the portal were functional. When I finally explained that none of these methods work, they reported that there is a bug and that they will follow up with me. But then they never follow up. This is a typical and consistent issue. So now it’s two weeks later and my clients still can’t schedule, I tried to chat with an agent, but they say that they are only available during business hours. It’s currently Friday at 10 AM. I don’t know what their business hours are, but it seems like a Friday at 10 AM should be during business hours. This used to be a really good product and I’m sure the old positive reviews reflect that. I am so reluctantly having to quit. I do not recommend this product.

Theranest recently changed their terms of service to allow their AI products to de-identify client data (including treatment plans, progress notes, everything) and use it for whatever purposes they want. I requested that my account be deleted and they have provided no estimate on when that will be completed despite numerous calls and emails. I would not recommend this product/EHR to any therapist who cares about client data.

Whenever ensora makes updates they break something and treat their paying customers like beta testers. they expect paying customers to provide feedback that they should have worked out on a test bench before releasing. Not worth it.

I used TheraNest for years, since 2014, and managed nearly 2,000 active and archived client records on the platform. The most revealing part of the experience was not using the system. It was trying to retrieve my organization’s own clinical records when I decided to move on. I was told there was no practical organization wide export available to me. Instead, my options were to download approximately 2,000 client clinical files individually, one case at a time, or continue paying a monthly fee simply to preserve access to archived records. Think carefully about that before subscribing. An EHR is not just a calendar and a place to write notes. It becomes the repository for years of clinical documentation, billing information, treatment plans, assessments, and records your organization is legally and ethically responsible for maintaining. Before choosing any platform, ask what happens when you need to leave. Ask whether you can export your entire patient population in a usable format. Ask whether your data remains portable or whether inconvenience becomes the retention strategy. TheraNest may be adequate for a small clinician who expects to remain small and never migrate. For a growing practice, it feels outdated, fragmented, and operationally restrictive. A process that should take hours can become months of manual downloading. I know of colleagues that lost thousands of dollars to their billing/claims system. That experience is one of the reasons I became committed to building something better. TuskaMind was created from the perspective of someone who actually operates a behavioral health group practice and understands the realities of documentation, supervision, billing, claims, payer requirements, credentialing, and data migration. It is being built around connected workflows, accountability, scalability, and the principle that practices should remain in control of their own information. TheraNest helped show me exactly what the industry no longer needs: another dinosaur that stores your records but makes leaving unnecessarily difficult. Before committing years of your practice to an EHR, look beyond the demo. Ask how the platform handles growth, billing, ownership, exports, and departure. You may not care about those questions on the day you subscribe. You absolutely will on the day you try to leave.

I prepaid for an annual subscription and ultimately migrated my practice to another platform because of ongoing customer service issues and what felt like constant nickel-and-diming with additional charges. Their refund policy states that annual subscriptions are eligible for account credit rather than a cash refund. However, I have more than $3,600 in account credit, which is of no practical value since I no longer use the platform. I’ve repeatedly requested that they make an exception and refund the unused balance, but despite multiple attempts to contact them, I still haven’t received a meaningful response or resolution. What’s especially frustrating is that I continue to see ads encouraging me to sign up again while my customer service issue remains unresolved. I’d much rather update this review to say the company addressed the situation fairly, but that hasn’t been my experience. If you’re considering paying annually, I recommend carefully reviewing the refund policy and thinking through what happens if your needs change. My experience has been disappointing from both a customer service and billing standpoint.

CAUTION!! When I wanted to leave the platform I had a really hard time removing my data. It kept saying there was data I needed to remove before allowing me to delete my clients. I am pretty intelligent but...just couldn't do it. It shouldn't be that hard! I had to keep paying for the service while trying to figure out how to leave. I finally decided to cancel the membership and asked when my data would be removed. They were vague until I asked them to show me their policy on data removal. Only then did they start communicating with me very often to be sure I was happy with their process. I understand they don't want someone accidentally or illegally (?) removing clients. But these issues need to be improved or frankly it seems like a "keep 'em paying" scam.

Their platform is overly complicated, not user friendly, they rope you into yearly subscriptions with no opportunity for proration, and their customer service is the absolute WORST. It takes them days to respond, and they send you links to articles that aren't there over and over again. Anything is better than Theranest.

I am not notified when claims are rejected. I thought I would be notified. I know you see these Error Messages all th time, but I don't know what they mean. I need YOUR help to know what I should do differently in order to get them accepted.