TherapyNotes, LLCReviews of therapynotes.com

Awesome customer service! I can't say enough about it. Very helpful, friendly.

I have been a TherapyNotes user and paying customer for claims submission and clearinghouse services for four years, and my recent experience with a claims issue has been extremely disappointing. Given that this is not the first clearinghouse issue I have encountered with this platform, it raises broader concerns about reliability and accountability. Due to a clearinghouse error affecting claims submitted through the TherapyNotes system, multiple claims were never received by the payer, resulting in over $2,000 in lost reimbursements for services I had already provided. By the time the issue was identified, the claims had fallen outside the payer’s timely filing window. What makes this particularly concerning is that these claims were marked as successfully sent within the system, creating the impression they had been properly transmitted when they had not. Because the issue was not identified in time, my ability to resolve it within the required timeframe was limited. When the issue was finally identified, the responsibility for correcting it was placed entirely on me as the provider. I was required to reconstruct claims, navigate appeals, and manually fax submissions. While TherapyNotes provided a document to support faxing, the burden of correcting the error and attempting to recover payment remained with me, despite having paid for a service intended to handle claims transmission. Communication around this issue was also inconsistent. We received an email in February 2026, but after speaking with another TherapyNotes user, I learned she did not receive any notification or the fax document, which raises concerns about how broadly and reliably this issue was communicated. There was also no initial offer to reimburse the claims that were never transmitted, leaving me paying for a service that was not performed. The ongoing runaround in trying to obtain reimbursement has been the most frustrating part of this process. Support staff were initially courteous to my reimbursement request, but communication became increasingly vague and, at times, evasive. I have been working with both a support supervisor (Heather) and a representative from the sales team (Lymari), as those departments are not connected. This required managing communication across multiple channels and resulted in confusion and, at times, conflicting responses. After multiple exchanges, I was issued an $11 credit, but I am still seeking reimbursement for the July 2025 subscription fee of $78.37. I was told that full monthly reimbursements are not typically provided for claims-related issues, but this is not a typical issue. The system failed to transmit claims that were marked as sent, the error was not identified in time, and I was required to manually complete the work the service was intended to perform. As of March 20, 2026, the request has been re-escalated with no resolution. At this point, the continued back-and-forth over a clear service failure, without acknowledgment of responsibility, is unreasonable. For clinicians running small practices, failures like this have real financial consequences. A system designed for billing and claims submission should not create this level of risk or shift the burden onto providers to repeatedly follow up and correct errors they did not cause. Providers should also be reimbursed without needing to remain in prolonged back-and-forth to resolve a clear service failure. Update March 21, 2026: Therapynotes asked me to update my review...so here is the update... After continued follow up, I was fully reimbursed for both the claim submission fees and the July subscription fee. For clinicians in Massachusetts who were impacted by this, I strongly encourage you to contact TherapyNotes and request a full refund for any claims that were marked as sent but never transmitted, as well as the July service fee. This appears to have specifically affected BCBS MA claims submitted during the week of July 4. I was reimbursed for the system failure, and you should be too. I recommend contacting the Sales team directly.

I've been with Therapy Notes since 2018. It is the most user friendly, intuitive EHR Platform I have ever used. Beyond it's ease of use, what I love the most is how Therapy Notes is always working to add new features that enhance the platform and thus our use of it. They are also open to suggestions and feedback about ways we as the users feel it could be improved. And to top off this exceptional platform, they have 24/7 customer service support!! Once you try it, I am willing to bet you want to run your practice anywhere else!

TherapyNotes has awesome customer service! It's what sold me on the platform. They answer quickly, are very friendly and professional, and wonderfully thorough with their follow up (they send you an email summarizing your call). Would recommend for your EHR!

The agent was helpful and patient. I misplaced the document to help me explain the issue I was having with entering manual payments and she did not rush me. She was able to explain the action I needed to take and then gave me a second option. Both made sense and I was confident in fixing the issue after the call.

Therapy Notes is an excellent platform and their customer service is always top notch!

Summer, who helped me today with one of my questions regarding submitting insurance claims to the secondary insurance so patiently and effectively walked me through the process! Summer was amazing and I must say that the level of professionalism and knowledge every time I call is just phenomenal!

I called and was quickly connected to a representative. I asked about creating a new treatment plan for a client that had completed one phase of a program and needed to have a completely new treatment plan and I also asked about using the Therapy Portal. The representative was able to provide me with the answers needed with no problems.