TheraNest by Ensora Health Reviews 218

This is a really poorly constructed client database. Many of the fields and tabs need to be manually saved, so it is routine to lose data when entering client information. The client calendar is clunky and rudimentary. Notes and billing take too much time, and exporting information is incredibly limited.

Customer support is almost nonexistent and requests for very simple feature improvements go unanswered. Basically it seems like they don't care about user experience at all.

This was hands down the worst billing experience I have ever had. I absolutely do NOT recommend ENSORA to anyone. Their billing team charged me for multiple months despite providing no services at all. I repeatedly tried to resolve this issue, but nothing was fixed. To make matters worse, the manager, Lindsey, was completely unresponsive and ignored my concerns. This company showed zero accountability or professionalism. Save yourself the frustration and do not use this service.

Theranest took $1,845.59 from my bank account becuase I clicked on add an admin person. It didn't change to 2 in time so I pushed it again and it went to 3 admin people. If I had known ahead of time that it would take close to $1,000 for each admin person, I would never have clicked that button. Now they are saying they have a rule where they do not refund money even if a mistake is made. This is ridiculous. I cannot believe this. I call in every day and they say they are reviewing it. There is nothing to review. It is my money. I only need one admin person and I need my $1,845.59 back in my account. I am so angry.

I warn you not to do the same.

Sadly, this company has lost its pride and care for customer experience since it was purchased. Year by year, they care less about their customers. I have been with them over a decade and have been treated poorly when it came to finally signing up for their billing service. It was poor. I wanted out of my contract as they were not fulfilling their end of things. I would call the insurance company we bill, and they would stated that they frequently had not received claims that theranest stated they did. I do not trust this company.

Theranest did OK until the last 6-9 months. Problems immediately escalated when they became Ensora They have cost us a huge amount of time and hassle. We have 100o active clients and 40+ therapist, so switching EHR is a daunting task, but has become necessary. They doggedly keep rolling out new updates every week or so and EVERY one of them destroys some essential feature of basic operation. We have continuously lost documents over the last 2 months and they haven't even figured out the problem yet - and frankly don't seem to have the ability to do so. The entirety of their energy is going into creating new features, but every feature destroys some essential function which their software team seems incapable of acknowledging or fixing.

The company wont fix its bugs in the app permissions. They want us to change our preferences in order to make what doesn't work on their end workable. Customer service is uncompassionate and this place is one of the most expensive ehrs

Purchased "essentials" subscription 6/30- realized there is a missing feature on 7/2. CS said it was b/c of my permissions. After troubleshooting, it is b/c it is not "Advanced". I was willing to upgrade/pay the difference. Customer service said to "edit subscription", when I did this, I saw the change would not be effective until 1 year from now. So, instead of simply asking me pay the difference to upgrade, they trying to make me pay for a year of a subscription I don't want and not allowing me to access the subscription I want until July 2026. No other options. Customer service unresponsive via phone, chat, and unresponsive after I emailed about trouble upgrading to "advanced".

The Theranest (Ensora Mental Health) EHR system is obsolete. The website has features that do not work anymore and their customer service does not help fix the issues. The subscription cancellation button does not work and their customer service will not help correct the issue. It won't let me delete my credit card they have on file and continues to charge my credit card without my authorization and without explanation. I had to cancel the card entirely to stop having charges applied to it. Very sad to see a once good product go down hill so quickly.

The quality has decreased about 80%. I have it since 2018 and every time you complain their team used to get back with you immediately and resolve the situation. It has been more than 2 months were we can not upload documents directly and still waiting, there is something new couple of months and they take forever to resolve the situation or get back to you.

The quality of Theranest has declined in recent years. I am experiencing issues 2-3 or more times a month with slow response/loading times or pages not loading at all. I am also unhappy with the customer service response, which as of late takes a week or longer to hear a reply and by that time, the issue has resolved itself. I am thinking I will be talking to my practice owner about switching because the constant issues are unacceptable and impacting my ability to schedule and take notes.

I have been with Theranest since the very inception of my agency in 2016! I scaled from a solo practitioner to almost 20 employees and Theranest really assisted in that. I loved how easy it was to scale then. At the time, I reviewed them somewhere with a 5-star review and they even used my review on their sign-up page as an advertisement!
Unfortunately, my experience with them has changed drastically over the last year or two. My hypothesis is that the change came about the time that they were bought out by a bigger company. Ever since then there has been issue after issue; some small, some large. At this point they have cost my business substantial money several times because of their inability to process claims or for a myriad of other problems related to simple daily use. The customer service when these issues comes up is usually mediocre these days (it used to *REALLY* good) and they often don't get back to me or my staff, or they give us some useless response. I am really angry at the many times that they have cost me money as it feels like they have no real accountability. The best way I can convey how unhappy I am with this company in it's current state is to tell you this: I have maybe 600 clients in total at my agency, so to change EMRs would be a HUGE difficulty. So huge that I have been afraid to do it. I even have a friend/colleague who also has a a large-ish practice that was with Theranest and he got fed up with them and switched because they were forcing him to have hundreds of claims stuck somewhere in EMR cyberspace and he changed EMRs but because of some issues with the state Medicaid program and because his timing was so off with his intent to switch away from Theranest, his practice has almost gone belly up. So needless to say, I have been *AFRAID* to switch. But, having said all that, just today my staff brought up switching again after the umpteenth issue my therapists have had just doing basic daily work on the EMR over the last month and I finally reached the end of my fear of changing because of my anger with this EMR and we are officially taking our entire agency elsewhere.
I am warning anyone that is considering Theranest to look elsewhere. This company has gone down the drain. They used to be so good but now, like I said, they are an absolute liability for my business. *MAYBE* if you are a solo practitioner, Theranest's issues might be manageable, but if you're not, consider yourself warned; Theranest is now a liability for your business. Proceed with extreme caution.

Tech and user experience has declined since Therapy Brands acquisition. They try to offer new features regularly, but basics like bandwidth and other tech issues are regularly left unattended for weeks. This means a billing task that normally took seconds is now taking minutes, while the page stalls to load or times out, etc. When you reach out to them, the customer service people are not connected to the tech and dev people. SO you are told generic and incorrect things, like restart your computer, check your browser, clear your cache. While some basic solutions are valid and part of troubleshooting, it no longer moves beyond basic trouble shooting.

I used to be able to have a live chat with their team any time of day; not the chat is an email message that gets sent. It's really unfortunate. After dealing with this issue for several months, perhaps a year or so now, I am actively tracking these issues so I can decide whether or not ot renew next year.

I was a big fan of Theranest when I began using their platform in 2017; and continues in 2021 when I started my solo practice. I cannot currently recommend them until I see how they bounce back from this ongoing decline.

UPDATE: today Theranest became Ensora with no warning and massive changes overnight. Many relating to AI integrations and therapists are rightly concerned about privacy and data use.

My five start went to 1 star in a matter of 7/8 years.

TheraNest will continue to charge for the “add-ons” like telehealth even after you cancel the subscription! I was told by a very inept representative to log into the account myself to cancel the add-ons! I had to remind her that the subscription is cancelled and I don’t have access to the account. Then she tells me she has to submit a ticket to a “specialist” who only works through email! The service itself is not worth the run-around you get put through to cancel! While you’re still being charged for services they are not providing! Scam! Highly unethical!

While I appreciate how user-friendly the Theranest interface is, like others, I am continually dissatisfied with the quality and responsiveness of customer support.

Obtaining timely assistance is always a challenge with Theranest because of the absence of a direct customer service phone line. This limitation has led to delays in issue resolution and increased frustration for my business.

In light of these concerns, TheraNest has recently initiated to enhanced support services and these appear to be strategically aligned with the launch of their new Revenue Cycle Management (RCM) service. Given that RCM services inherently demand robust customer support due to their complex nature, the existing deficiencies in TheraNest's support infrastructure raise questions about the potential success of this new offering. Without substantial improvements in customer support, it is likely that the RCM service will encounter challenges similar to those experienced with the EHR system.

Sadly we have had a very poor experience working with Theranest. They misrepresented many items and the support is terrible. They have lost accounting for months of claims and we still have no resolve. We can’t get a live person to assist. The VP has not responded either. We have months of claims they cannot account for nor provide answers to.

Theranest "support" has been unresponsive to a software problem. I have exchanged over 40 emails with them. They report "escalating" multiple tickets, yet, to my astonishment, they keep asking me what the problem is! How is it possible after a month and 40+ emails that I am still helping them define the problem?

Great when it works, horrible when it doesn't. I enjoy the capabilities including customizable forms & progress notes. It's easy to provide oversight from supervisor-->supervisee. However, custom forms started not working (for example - our custom intake note which is required for our billing model) 2 months ago and customer service has been horrible. They won't provide timelines, they don't provide solutions, and they don't seem to have any sense of urgency. We will be seeking a different EHR because of this lack of customer service.

I love Theranest. They have a great and responsive support team. The platform is user-friendly and they continue to invest in making updates to improve our experience.

The platform for meeting the needs of my counseling practice is very good. I am completely satisfied.

Very responsive all the time.