TheraNest

Puntos a favor

It's simple to use and has everything you need to make your small private practice run. The customer support is AMAZING! I've never had a question or concern that wasn't quickly resolved by their great team.

Puntos en contra

I would like to see the TeleHealth screen be bigger. This is a work in progress since this is a newly added feature.

Puntos a favor

It's a comprehensive program that handles most aspects of the claim processing we all need in a busy practice.

They SAY they offer live customer service when a user runs into questions about how to use the program. That is why I chose them over Simple Practice, which offers NO live customer service.

The reality is when you are in need of an answer on how to use an aspect of the program, you must leave a message on a voice mail.

They will call you back when it's convenient for them to do so - and that's never when I need an answer.

I do all of my claims submissions myself and I'm a fairly intelligent and computer literate user. This is a complex, intricate software with may nuances in use.

My time is limited, and so it doesn't work for me to have to wait for an answer until it's convenient for them to call me back.

Puntos en contra

Simply put, they lie about their live customer service.

Their training videos are convoluted, not well-produced and hard to follow in terms of content.

I spent countless hours and significant money to make the transfer over to Theranest, and when I held them to account for their promised and not delivered live customer service they CANCELLED MY ACCOUNT!

This has caused me undue stress and dollars...and they have been very callous and offered no-compromise position. I complained too much, and therefore, they got rid of me! Nice!

Puntos a favor

I like that it is affordable and enables me to connect with phone, iPad or laptop fairly seamlessly and is easy to do most things I need for my counseling business.

Puntos en contra

I would like a better system for progress review and treatment planning and for great customization of notes and forms in general.

Puntos a favor

ease of use in terms of scheduling, billing etc. Clearly did not check out customer service.

Puntos en contra

The organization obviously does not have the infrastructure to be able to provide timely or useful customer service. It typically takes several days to a week before you hear back and then will likely have to schedule call for another week later. Customer service completely stinks. Other companies like Practice mate etc will answer phone calls and troubleshoot problems when it work for the customer, not when some technician can set up a call. Twice the time alotted for call hasn't been enough and we've needed to finsih call at another time.

Puntos a favor

Ease of use with documentation. It prefills for treatment goals.

Puntos en contra

After charging me an insanely high fee for managed billing, they refused to refund the deposit after I canceled the service with no services yet provided. The sales person told me the service would work for me even though I would be doing double the work since my billing platform and appointment scheduling is through a different provider. So paying double and doing double the work is what she thinks should work for me! She was very unprofessional and rude and her supervisor never contacted me to resolve the situation. I’m switching to SimplePractice after 4 years with TheraNest. I’m in a helping profession and wasn’t expecting to be treated so poorly and dismissed after being a loyal customer.