Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lost income from this business. On 2 separate occasions, this EHR failed to allow me to submit claims, although I am paying this company for this service. I have lost income and this company has failed to communicate in a timely fashion and has mislead this provider about the source of the problem. Specifically, the claims submission failed solely because of software problems by this EHR. However, the customer service representatives erroneously reported the problem originated at the electronic clearinghouse. It was only after calling the clearinghouse directly (Office Ally) that I was told this EHR, MCP, which is a Therapy Brands product, is responsible and has failed to correct this problem. This occurred on 12/17/2024 and lasted til 12/28/24 and then recurred on 1/10/2025. I am currently unable to submit claims and therefore unable to earn an income treating patients with mental health diagnosis who need ongoing care. I was told the claims have gone through to the clearinghouse, just today 1/15/2025, but there is no assigned claim id number nor acceptance shown by Office Ally (clearinghouse). I have communicated this problem on multiple occasions to both *** ****** and ****** ********.

  

  Business Response

  Date: 01/16/2025

  Our leadership team has been in contact with Ms. ***** and is currently working closely with her to mitigate her issues. She is aware and has direct contact with our team to keep open lines of communication. Our engineering team is working diligently behind the scenes to restore the current issues with claims and ERAs. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22816739
  
  I am rejecting this response because:  there is still no resolution despite communications indicating the problem was just about fixed yesterday and would require only testing today.  *** ****** indicated it would likely be fixed early this AM or by late morning.  she was asked by her manager to communicate with me 3x/day to keep me updated, starting with the 8AM today, but instead wrote me for the 1st time at 12:13pm to advise the problem is still being worked on but has NOT been remedied.   Lots of communications, no progress.  Also, the company response referred to this as her problem (meaning me).   This is a system wide problem that impacts all mental health providers using My Plus software for billing, which is a Therapy Brands product.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/21/2025

  We are pleased to report the issue affecting claim statuses and ERA (Electronic Remittance Advice) postings for My Clients Plus customers was resolved late last week. 

  Claim statuses are now displaying accurately, and ERAs are automatically posting to accounts as expected.

  If you encounter any lingering issues or discrepancies, please dont hesitate to reach out to us so that we can look into the issue any further. 
  

  
  

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22816739
  
  I am rejecting this response because:  I have a red **** next to 1 of my claims on MY Client Plus (Therapy Brands) indicating its a duplicate claim, although it is nota duplicate.  I brought this to *** Lowerys attention, but received no response.  I received a pay sheet from her showing all claims paid, but there is this 1 claim I brought to her attention,  Upon further research, I see this claim is NOT processed or pending.  It has an acknowledged status but no indication it will be paid.  I provided this info to ***, but, again,  NO response to this concern,
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began using Therapy Brands(TB) managed billing service in the beginning of 2023. Up until then I had used Theranest EHR and had good results, so I trusted that Therapy brands managed billing would also be trustworthy. Things were fine until I actually had a problem with an insurance claim in late 2023. I contacted my account manager several times and after 2 weeks, I contacted a supervisor. My account manager then responded to me and instead of fixing the claims, she gave several different explanations about what needed to happen with the claim and finally got it right after a couple months. I figured that this was a fluke, especially as the supervisor told me that this wouldn't happen again. A few months later I had another problem with some claims. Again, I reached out for support(even though the account manager is supposed to be monitoring my claims) and again I was ignored. I contacted the supervisor again and then had the same experience with my account manager as I did the first time. This occurred in March of this year. These claims have still not been paid and TB just told me that it is because I didn't have the right documentation in the chart(they should have told me this right from the beginning but did not). I could go on and on about other experiences. But I basically want other therapists to beware and not be scammed as I have been. TB does nothing but gaslight and try to blame the therapist. I have talked to 3 different supervisors now, all of whom have strung me along and not taken any responsibility. I am stuck in this contract until January because they refuse to end the contract, even though they are clearly not doing what they agreed to do in the contract. It is by far the worst business experience I have ever had and I regret ever signing up with them. They do not care about helping me with insurance claims, but they don't ever miss a month of taking my money.

  

  Business Response

  Date: 09/09/2024

  Ms. ******** escalated her concerns to our Therapy Brand's RCM leadership. We are actively working with her to address her concerns and come to a resolution. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22199466
  
  I am rejecting this response because:

  
  The day after I filed this complaint, Therapy brands finally agreed to end my RCM contract early(after almost a year of them gaslighting me). They didn't send this agreement until 9/11/24. Upon reading the proposed contract I realized that they were offering to end my contract early if I agreed to pay any "outstanding amounts" and if I agreed to remove my BBB complaint and refrain from sharing my experience with any third party. Another stipulation was that I extend my *** theranest contract for another year. I wrote back to them and stated that I was rejecting this contract because they hadn't specified how much I owed them, I didn't want to be locked into the *** for another year, and that I wanted to be compensated for the claims that they mishandled. They responded by telling me that they would not entertain any of my proposed changes. They also insinuated that I was being unprofessional. So the saga continues, and Therapy brands is still causing me much unneeded emotional distress, while taking my money and not doing their jobs. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/17/2024

  Therapy Brands'leadership is actively working with ******************** to address her concerns. The team is fully committed to resolving these issues and has extended the opportunity for ******************** to schedule a meeting to bring her concerns to a successful conclusion. Despite multiple declines from ********************, our team remains ready and available to address her concerns whenever she chooses to reconsider, reaffirming our commitment to her.
  

• Initial Complaint

  Date:05/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TheraNest, under Therapy Brands, has recently updated their payment processing system. They now use their own through Stripe called Therapy Pay. Since switching over, I have endured many problems. The first was the hoops to even get it set up, which took me hours to do and several contacts with customer support. Then I have had payment processing problems ever since, from clients not being able to input credit cards or pay with a payment link. I've been told it's my client's HSA fault due to not accepting the billable services, which is not the case as there weren't problems before. Now I've been dealing with not being able to run two clients cards for over 2 months. There is no way for me to add in a payment method. My clients should not have to bring in cash to pay me as their cards were previously working on file. Now I cannot get paid for the services I billed because the service I am paying is not fixing the problem. I keep being told they are working on it and there are no updates. This is currently costing me several hundred dollars that I cannot collect from my clients, many hours of my time to try to work out customer service, who thus far have been condescending and unhelpful, and my monthly fee to TheraNest for a service that they are not providing. I pay $40 a month for this service.

  

  Business Response

  Date: 05/08/2024

  We have reached out to the customer on May 3rd and then again today to follow up on her complaint. We have not heard back from her yet. Additionally, we have offered a phone call to connect with her as well. 

  Our payments and development team continues to test and fix any issues or bugs with Therapy Brands Pay. 

  Please let us know when we can connect. 

  Thank you!

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the system had a telehealth outage from April 4-5. I asked to speak to a manager about the disruption this caused for my practice but the customer service reps refused to accelerate my concerns.

  Customer Answer

  Date: 04/09/2024

  Therapy brands 

  ****************************************************************

  

  Business Response

  Date: 04/11/2024

  We reached out to Ms. ******** to discuss her complaint. She declined to speak to us however requested a partial credit of her monthly costs for the two-day outage. We have moved forward with the credit on our end. If she needs anything else, she can reach out to ***********************************. 

  Customer Answer

  Date: 04/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use Theranest (by Therapy Brands) as my EHR software for my virtual psychotherapy private practice that I run out of my home. When I was initially completing the setup information, I was required to put an address for a physical location, I was led to believe through Theranest's guidance that this information would not be shared with virtual clients. I just found out that my personal address has been shared with every client via their emailed appointment reminders. I submitted a customer service ticket and called the customer service line, but am concerned now for my safety, and the safety of other therapists that work from home who may have been mislead by this information.

  

  Business Response

  Date: 03/19/2024

  Hello ****************,

  Our ************* Manager has reached out to you to clear up any confusion regarding the location in TheraNest. 

  It appears that you programmed your emails to customers, to include your location. If you remove that, your address will no longer go out with your reminder emails. 

  Our ************* Manager included a screenshot with his message back to you. 

  If you need anything else, please let us know. 

   

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21452422
  
  I am rejecting this response because: I would like to know that something is implemented to prevent this from being the default setting for both myself and future users. As it is a Theranest requirement to have an address on file, it should be made more clear to consumers of the product that this address is not confidential for billing or account information, and will be shared as a part of the location directly emailed to clients.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/24/2024

  Thank you for your reply. We wanted to also share the Knowledge Base article that references setting up email reminders: 

  ********************************************************************************************************************

  Our team will discussed updating language to reflect "This is the physical address of your location. If you are conducting virtual appointments, we recommend removing at Location. 

  As a common practice, we do recommend that all providers review the settings and edit them as needed. 

  Again thank you for your feedback and feel free to reach out to customer support with any other concerns. 

   

• Initial Complaint

  Date:03/05/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since a Theranest update occurred one month ago now, automatic *** processing has ceased for our organization. ***'s come into the system each afternoon and instead of auto posting for all 5 payers *********** with, they sit in the *** tab and require manual adjustment. We have changed no settings on our end. The auto *** processing option remains turned on (the one option we have access to) and worked for us until this update. ************************* contacted Theranest regarding the issue and was assigned ticket ********-- Phone call, with ******** as her contact. ******** continues to ignore follow-up emails, one month after initial contact. On Feb. 22 I called TN support to follow-up and was given the following ticket # thread::1V9BCP68KSu0FScv5vwQhh4:: with ***************************. He was unaware of this issue, which is quite disturbing considering how significant its impact, and despite replying to his email with detailed screenshots and explanations of the issues, he too has not felt the need to respond to inquiries ********************************************************* excess now of $700 a week on top of her regular salary to manually post claims that I have demonstrated in my email that should auto process and further before said update DID auto process just one week prior to the update in question. TN's update to allow more customization in automation has clearly broken and interrupted the already in existence auto *** processing function, yet refuses to acknowledge this in contact to customer support and now one month later just flat out ignores us. I need the highest customer service escalations person within the company to personally contact me to discuss this and further this longstanding pattern we have experienced with TN and its customer support over the last 3 years.

  

  Business Response

  Date: 03/19/2024

  We have read ****************** complaint and our ************* Manager reached out to him on 3/13/24.

  We are aware of the *** Auto Processing feature known issue, and it is slated to be corrected on 3/27. It was originally scheduled for 3/13, however after running tests we found the need to push it due to a complication. We apologize for the inconvenience and have offered ****************** a credit. 

  Customer Answer

  Date: 03/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:01/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am paying a monthly subscription to Theranest along with subscriptions to features within the system (via Therapybrands). I enrolled for their claims service using their clearinghouse (APEX/CHANGE HEALTHCARE). I am unable to process specific claims because they keep getting rejected (which costs me money when this occurs because we have to pay everytime it is submitted). I also am now having to pay someone out of pocket to follow up on claims work in which I should be easily able to complete with the Theranest services that I complete. I have had contact with three different people regarding this. The last one was over two weeks ago and I was informed that they were escalating to the clearinghouse because it looks like the enrollment process was never completed even though I was informed that it was and have the paperwork to show where they had stated I was approved with this specific insurance payer. Furthermore, Therapybrands opened a community portal in which all users were supposed to have login and access to. I have informed them that I never recieved a login to be able to access this and have yet to recieve that. The problem that this has created is that I am now getting messages that I need to log on to my community portal to see messages regarding my complaint. I have made theranest support aware that I do not have a logon or password to access their community portal and have recieved zero feedback. I am now paying for the service through Theranest and having to pay my billing specialist additional time and money to go submit the claims in the insurance portals while also cleaning up all the issues with Theranest. The help and contact has been inconsistent at best. Having to switch platforms will be painful, but I may have no other choice at this time. I want someone to keep in contact with me everyday until this is fixed and I want clear and consise information of who I am to be in contact with for each issue.

  

  Business Response

  Date: 01/03/2024

  We apologize for the experience that ************** outlines in her complaint. We have escalated the matter to our leadership team. One of our Care Directors has already reached out to her to help rectify the situation and offer any help that is needed. She can reach out directly to us with any other matters. 

  Customer Answer

  Date: 01/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with TheraNest in 2022 to provide billing including filling claims correctly and posting payments correctly. While discussing with them about contracting they assured me that I would be provided a weekly video conference with my assigned ******. This was essential for me as I have a hearing disability and read lips. About 3 weeks after I contracted, they discontinued this service and the ****** they assigned me was terminated. She contacted me to let me know that they had changed their policy as she was probably concerned regarding my disability. Since then, I had no way to communicate effectively. They put in a system of requesting assistance when needed buy on some occasions they would not respond sometimes up to 2 weeks and then with ineffective information. They misfiled numerous claims and failed to file many. They also couldnt reconcile most of my accounts correctly despite me having submitted the correct paperwork to set this up. They were insistent in that process that I had given them the wrong ******** provider id yet I called ******** and they confirmed I was correct. TheraNest chose.not correct their own errors but remained insistent that it was a problem on my end. I also found that when reconciling that they were writing off copayments which resulted in further loss of income. Most of the time I had to reconcile my own insurance payments yet they charged me for it. have asked them to stop accessing my client information yet they continue. I use another billing system and last week they accessed my insurance information regarding what the other billing system had billed. I was told they would no longer bill my credit card via email yet they continue and offer no explanation as to what they have actually done to billl me for as I havent used them since September. I was informed today that I could not cancel their adjunct software that I also was using and that my card would be charged ****. 00 for it beginning January

  

  Business Response

  Date: 12/20/2023

  We have reviewed and acknowledged **************** complaint. We have been in contact with her, including requests to meet to rectify her complaints. 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20970555
  
  I am rejecting this response because they have in fact not contacted me to rectify the situation.  They have not once responded other than to tell me they actually do not care.  They have only agreed to talk with me on the phone without face to face contact once several months ago if I would agree to continue using the service.  No thanks. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/21/2023

  We understand that ************ has rejected our acknowledgement, however our Customer Success Manager reached out on several occasions to meet virtually. Her response was asking why we continue to contact her. 

  If there are any other questions, she can reach out to us at *********************************** for assistance. 

  Thank you,

  Therapy Brands

   

   

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 20970555
  
  I am rejecting this response because:

  they only attempted to reach out after I had filed complaints and refused to assist me for 4 months despite numerous requests.   They originally had an individual to assist me for three weeks and then got rid of her and for the next two years I received no individual 
  Contact that I was promised due to my hearing disability when I contracted with  them.  I received an email from my original claims assistant saying that they had terminated her and moved to an automated only system.  When I would request assistance through their automated system, I would receive answers approximately two weeks later that were not even remotely what I was asking.  I suspect they use overseas non English speaking people to resolve issues that have limited understanding of claims filing issues.  They frequently would write off my copayments which resulted in tons of lost payments.  I hope that others read this complaint and understand that they are not a reliable company.  After breaking my initial contract in their own accord, they continue to charge me for absolutely nothing.  It is ridiculous and cruel.  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has almost put me out of business since signing on with them for billing services. They do not do the work that was promised and I now have to pay a secondary billing company to do the work until our contract with them ends. They do not care about your practice or the quality of their services. They will tie you to contracts that are completely one sided and are only looking out for their best interest. I hope this review will save other practices from the nightmare we have experienced this past year!

  

  Business Response

  Date: 10/20/2023

  We have received your feedback. Our SVP, Customer Success met directly with the customer and they were able to reach a mutual agreement to end the *** billing services early. This customer would like to continue using Fusion as their practice management software so we are arranging additional training for her team.

  Customer Answer

  Date: 10/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, On June 7 I notified Theranest that SEVERAL claims that were not mine were in the system under my name. As such, the third party clearing house, ***********, keeps hounding me to pay them large bills that don't belong to me. The claims date back to March. Theranest has not responded with a resoution.

  

  Business Response

  Date: 07/30/2023

  We sincerely apologize for the mistake to your TheraNest account in which ERAs not belonging to you were submitted and returned to your account. This was a connection issue with your previous clearinghouse, ***********.  

  
  We have resolved the connection issue and have removed the connection with ***********. We have removed any erroneous ERAs from your TheraNest account and have requested *********** to remove the erroneous ERAs from your *********** portal. Additionally, we will reimburse you for any fees incurred from *********** for these erroneous ERAs. Our Care team reached out for copies of invoices received related to these ERAs so we can begin processing the credit.  

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I hope no future charges will occur with ***********. 
  
  Sincerely,
  
  *****************