TherapyNotes, LLCReviews of therapynotes.com

⭐ 1 Star — Terrible Customer Experience and Unresponsive Leadership I had an extremely disappointing experience with TherapyNotes. Their customer service is among the worst I’ve encountered in the healthcare technology space. Despite repeated outreach, including to the owner Brad Pliner, I received no meaningful response — a clear indication that customer satisfaction is not a priority. The support team is quick to quote policies but slow to offer real solutions. I was repeatedly told what the system can’t do rather than anyone taking ownership to find a workaround or escalate concerns. Their sales staff even tried to talk me out of using their service, which says a lot about how little they value new clients. It’s unfortunate because I had plans for a large-scale rollout (200+ users), but after discovering how rigid and dismissive the company is toward customer needs, I decided to cancel my account entirely. I was able to recreate everything using another EMR platform that actually listens to its clients and offers integrated video calls, time tracking, and a great mobile app. I evaluated both Practice Better and SimplePractice and both solved the issue that was so "ridiculous" as stated in the response below. Good riddance. TherapyNotes may be fine for small practices that never need support, but if you value responsiveness, innovation, or professionalism, look elsewhere.

Couldn't even sign up for the free trial

Customer support is abysmal. Clients can request appointments during times that are blocked off as unavailable. I've requested updates on when this will be fixed and got no response at all until I sent multiple emails asking why they were not responding (waiting 24 hours between each message on business days to give them time to respond). They have a Facebook group that is supposed to be to ask for help, but admins arbitrarily delete comments and posts. When asked why my post was deleted, they lied and said they did not delete it. When I pushed the issue they said they have the right to delete posts and refused to discuss further. When I signed up, I chose TherapyNotes because they stated my price would not be raised. I specifically asked about this because SimplePractice had just raised rates. If I were choosing an EHR today, I would not go with TherapyNotes due to how awful their customer service is, but it's hard to switch. I hope this review warns others to look elsewhere. Edit to respond to the reply: I was told my ticket was closed. I have an email stating this. Additionally, I have never said it’s not appropriate to moderate a group. But lying about deleting posts is not appropriate. I see you yet again refuse to address that. As a response to their claim that they have to moderate the group: I have never once said moderation is not appropriate. I have said that it is inappropriate to lie about deleting posts. No one from TN has addressed this specific concern other than to tell me you are "handling it internally." To change EHRs I would have to manually download hundreds of client charts. It would be hours of my time that I don’t have to devote to this. You dispute my claim about how you rolled out the price increase? Ok. Doesn’t change the fact that the sales rep who signed me up told me my price would never be raised, and then it was, and when I complained about this I did not get a satisfactory response. "A rep would never say this" well they did say it to me. I asked specifically because SimplePractice had just raised their rates, and it was a deciding factor in choosing TN over SP. Update to updated reply: I am aware how to download the charts. As stated, it will take time to do this for hundreds of clients. I can see you have no desire to address these issues. Also - your staff is unavailable on certain holidays. As I've repeatedly noted, you should maybe indicate that somewhere so that customers are aware. New update: I just spoke with a support rep who stated that you cannot help me migrate away and I will have to download each chart individually. I have more than 800 charts in TherapyNotes, and many of them include PDF documents that cannot be downloaded in one click with the TN notes. It's not an accurate representation to say it's possible to move each client quickly in light of this as I will have to move each PDF individually. It is also not fully honest to say you will help me, when the "help" is to just tell me how I can do it myself. Let me guess - I'm wrong about my own experience yet again? You don't seem interested in providing support, just damage control. Response: At this point I am no longer looking for support. You said yourself that if I'm unhappy with TN, I should just leave. Which I will be doing, at the expense of a significant amount of my time. I am making the pattern of dishonesty and poor customer service known publicly for other potential customers. I did try several times to get TN to provide support and address this privately and did not get anywhere, other than being told I am wrong about what I observed and experienced.

Never works. Status page shows no issues. I'm caller #67. It keeps giving generic 500 errors. TherapyNotes flippant dismissal of this as a serious issue shows a stark lack of professionalism and an incompetence about what standards are in this industry. The status page showed no issues the entire time and there was no communication. People were unable to use the service and this service is used to schedule appointments. An outage like this shows a team that is unwilling or unmotivated to ensure that a critical application meets basic expectations for uptime and reliability. Response to the new comment: You guys didn't realize you had an outage? You were getting bombarded with calls and you didn't know you were down? Do you know how much of a basic expectation it is that you have a level of observability? Your servers were down for 15+ minutes and you didn't know? The status page showed everything was fine while no one could connect for 15+ minutes. People were canceling appointments. Other appointments were being cut short. I don't really care if TherapyNotes feels that's unfair to them, but this is a basic expectation of just about any software in the industry at this point. Each reply is TherapyNotes digging themselves further into a hole. This low level of aptitude is not acceptable from a software team. Maybe they could use a competitor who actually understands software. 99.999% uptime is a low bar and if they cannot hit it, it's because they're not trying. To try and say this isn't a big deal is laughable. Not having observability is negligent. Refusing to pay for the expertise to enable a reasonable level of availability is negligent. Not understanding these concepts and trying to argue them on Trustpilot is laughable.

I'm not impressed so far. I am on a trial basis and things aren't going as expected. I contacted Therapy Notes to ask them, while I am on the trial basis, will my data entries be saved? They told me yes but unfortunately all the data I saved was wiped out. I spent hours making adjustments only to find out none of my work was saved...I'm not happy!

I almost fell out of my chair I went three weeks without a problem and then now I'm back to my weekly issues typically it's their software they're using or rather maybe it's their techs

Forms are not easy for clients to download and they are not wanting to sign them all. I called and sw Customer Support about this today. Clients expect a Docusign type format. For clients to sign, they have to: 1. Download EACH form. 2. Rename EACH form. 3. Upload EACH form 4. sign Hope this is resolved ASAP, thank you!

DO NOT USE THIS COMPANY. Therapy notes is absolutely terrible. They charge random charges and have stolen money that was earned by my practice. They are supposed to deposit transactions the next business day. However, 2 weeks ago, therapy notes held on to a day’s worth of transactions and never released the funds to me. I have called several times and no one resolves my issue. They give excuse after excuse. They hang up the phone. They say “we can’t do anything, it’s cardpointe.” At this time, I’m tired of the lies and poor customer service. I will be moving forward with taking legal action. They have had over 2 weeks to resolve my issue and have not. They are refusing to release funds that are owed to me and can’t explain why. This is a very big headache for me as I try to manage my practice. I no longer have confidence in this company as an EHR or payment processing system. Please, therapists, do yourself a favor. Stay away from these people. Simple practice is the top EHR for a reason. I never had these issues with them and will be returning to them as soon as I can. This company steals from their customers.