Honesty, pricing, process and quality scores appear once 5 customers have rated them.
About TheraPlatform
TheraPlatform is All-in One HIPPA compliant EHR/EMR, practice management and Telehealth platform for therapists. Our goal is to help you manage more in less time withscheduling, documentation, paperless intake/consent forms; note templates; Wiley treatment planners, billing; e-claims, client portal; built-in Telehealth with built- in whiteboard, screen-sharing, resource library and more. Get paid faster with Auto-Pay and Auto-Claim!
TheraPlatform (theraplatform.com) has 50 customer reviews on The Fair Hearing, with an average rating of 4.2 out of 5.
Second time around trying to sign consent forms, still not able to continue past first sheet.
Also in identity confirmation, I couldn't be confirmed because they had the right type of car, but my color was not listed. Have to confirm throughmail, 3 day process....
By deborah P.
Response from TheraPlatform· Nov 5, 2024
Hi Deborah, If you run into any issues related to forms, please reach out to your provider directly as at times they mark fields on the form as required and if you try to submit it, it wont allow you till you have all required info entered. However you can always click on Save and complete later. I am not sure what you meant by a car. It seems specific to the form your provider had for you. My advice is to reach out to the provider if you have any issues with forms. You can always reach out to our support. I haven't seen any tickets to us about your reported issue but feel free to reach out to us at any point. We're here to help!
If you do not want to be reimbursed by Medicaid, then this is the software for you!
Since I began billing Medicaid, I have not received any income. For over 3 months I have spent my evenings on zooms and calls with support as they try to “fix” the errors that I continued to get. Still no resolution. To be seeing clients for so many months and not receive payment is very frustrating. Then to pay for a software that is supposed to simplify my billing is just absurd. I reached out to the co-founder and billing individual and did not receive a response. Just complete disappointment overall. It appears that they have never dealt with my states Medicaid before so were unsure how to set it up properly on the back end? If they would have just owned up to that and reached out directly to the states Medicaid department to get those answers I would have been paid months ago and would have been a happy customer.
Btw, I’m the Office Manager for the company who had the above issues so please do not reply and pretend you do not have any tickets or communication. Daniel has spoken to us just about daily and made us aware last evening you will not be refunding any money. Great customer service and way to stand behind your product. Bravo!
By Gina C.
Response from TheraPlatform· Sep 15, 2023
Thank you for submitting your feedback and we’re sorry to hear that insurance declined payments. We understand that this is a very stressful situation for you but unfortunately, we’re not able to provide 9-month refund that you requested. Although we make exceptions to our refund policy, in your case our management and co-founder were not willing to provide the refund because it is beyond EHR’s control when claims are denied; our software was working properly, and our customer support specialist was going above and beyond. Initially your claims were rejected because wrong modifier was entered and the supervisor DQ in box 11 in addition to the rendering provider in box 24 j was entered but it should not. These rejections are all documented on our software. Despite us not providing assisted billing services, our customer support specialist assisted you with rejected claims and showed you how to fix the claims. The claims were accepted but returned by insurance as deductible. Meaning, the insurance denied payment. We really wanted you to get paid for your services and we offered to hop with you on the call with insurance. Another recommendation we shared with you was to consider hiring a biller. They are helpful and can eliminate pain associated with insurance billing. We hope that you will get paid by insurance.
Constantly has technical issues and the…
Constantly has technical issues and the materials are super outdated and horribly illustrated. The TV is one with bunny ears and the cellphone looks like a Nokia. It all looks like 90s edition clipart. The videos are tiny in the corner when you finally activate a game and nothing loads in sync, if it decides to load at all.
By Erin D.
Response from TheraPlatform· Nov 5, 2020
Hi Erin, Thank you for your feedback! Please contact us directly re; the pictures you described. Our photos were selected in 2011 and we updated them as needed. We'll be happy to look into the ones you mentioned. In terms of the video size- you can adjust the layout of the video so they are a bit bigger. By nature if you pull resources or use whiteboard during video call the video will become smaller as on any video conferencing platform. I will ask our support to reach out to you directly to give you a few extra tips for internet connection as syncing relays on the speed and the quality of the internet connection of both parties.
After only a few months I'm done!
We have only been on Theraplatform for a few months and we are leaving. We have had numerous credit card denials (but that same card worked on our previous systems). Their internal system doesn't always communicate properly. When checking completed sessions, missed sessions, or even paid sessions they don't always show up, so I have to go to the Credit Card processor to see who has paid and who still owes money (and some times to see if they even had a session).
The chat support, and clearly the people that respond to these comments, always blame the credit card processor or the internet connection or some outside process instead of really digging into their system.
I tried their email and chat support, but it never seemed to be an issue that was related to them, so we are leaving.
Update #1This is a perfect example, Theraplatform has at least 7 emails from me, using this email address and they claim I'm not in the system!
Update #2
I disagree with your statements on many levels. First, the credit card denials happened with several clients/several credit cards, over several days, with different therapists and secondly, you never mentioned insufficient funds, so I find it interesting that you added that for your response.
As for permissions, I find this answer very interesting. Let's just say for this discussion that I didn't have the right level of access, which I did, but OK. My wife, the main therapist, and the one that created the account and had full access to everything had the same issues!
Look, at the end of the day, I hope everyone has great success with your platform and I wish you all the very best. But it didn't work for us and your fixes didn't solve the problems or we wouldn't be leaving.
By Vic
Response from TheraPlatform· Aug 12, 2020
I am sorry but I am not able to find you in our system or support with the name/email you provided here on Trustpilot. I contacted Trustpilot. They will email you directly to obtain your full name and hopefully we can connect the dots.
Update: Thank you for responding to Trustpilot's request about providing the email and your full name. I was able to find your communication from our support. We informed you that the card was declined by the bank and provided you with the screenshots from the processing company with a message from the bank that the card did not have sufficient founds. The screenshot #3 next to the icon of the bank showed that- " Payment declined by customer's bank
The bank returned the decline code insufficient_funds. Learn more about declines.
Aug 8, 2020, 2:11 PM". We will resend our response with the screenshots again.
We also noted that there are multiple declines on multiple clients but the above was just an example of one of the reasons that the card was declined. We also provided instructions on how you can review all declines and reasons on the credit card processing company's website.
We recommended that your client calls the bank. If the bank declines the card there is nothing TheraPlatform can do. You also noted in your communication with us that you directly contacted the credit card processing company and they also noted that the card was declined by the bank and that the client should call the bank.
In terms of the history of sessions - this function was not available on our platform to the biller (which was your role) but since you informed us that this would be important for the biller, our development made it available for billers as well just a few days after your initial email about it. We will reach out to you directly about the noted three dots directly on our support to resolve it.
Please know that we do dig deeper when a customer contacts us about the problem. We have testers who try to duplicate the problem and we escalate tickets to our development team if there is a problem.
Inconsistent performance/Poor Customer Service
Customer service: chat (limited), email (not useful if trying to resolve a problem in real time), phone (non- existent).
Platform performance: constant disconnections, some features not always work, and delays when sharing videos or other tools. Theraplatform will state the following when able to get a response : weak connection, jitter, ping, packet loss, but please know that you will not get any actual help other than telling the customer what may be wrong on your end or the patient's end.
Overall: It is resulting in a financial loss as patients that experience problems are requesting refunds or not wanting to pay for choppy/mediocre sessions. As a client you feel you are getting the run around and they are good at this.
I am sure the reply to this review will not validate or resolve in any way our problem. I have already emailed in private.
/Update (07/30/20) : Theraplatform has requested that we remove our review/feedback about the current problems we are having with their platform as per their comment: "we technically cannot resolve poor quality of the internet connection. Customer feedback (our negative experience) has a direct effect on how our b/usiness grows and improves and we truly wish we could better help you"
By Luis R.
Response from TheraPlatform· Jul 30, 2020
Hi Luis,
Thank you for utilizing TheraPlatform! I reviewed your support tickets with us and see that our logs showed packet loss during some of the video calls that your therapists had and the team explained that packet loss is a result of a poor quality of the Internet connection (not our platform) and packet loss leads to disconnection . I wish we could help you to resolve the problem of the quality of connection but unfortunately this is something that can be addressed with the Internet provider. Our support specialist just emailed you again to provide a few additional tips on how to improve the quality of the internet connection at home but if these tips don't help, I highly recommend to reach out to the Internet provider.
Tech problems/ poor customer support
Have an ongoing problem of simply signing in to my account and into my room on Theraplatform. It keeps telling me my password is incorrect. ( It is not - I have reset it 3 times) Emails to tech support/customer service have been met with generic replies that advise me to enter the password correctly (already explained I had done that repeatedly) or to clear the cache on my computer - that did not solve the problem. No phone number available for customer service. In the free trial period right now and very reluctant to use this service based on initial experience.
By Tom O.
Response from TheraPlatform· May 27, 2020
Hi Tom,
I am happy to help you with TheraPlatform but I am not able to see any tickets from you with the name you provided here - Tom O... Please let me know (privately) if you are with us under a different name so we can address your concern. Since I am not able to locate you in our support system I wonder if perhaps you used our self-help vs direct support from us. We don't have access to our customer's passwords and all passwords are encrypted. We recently introduced an eye icon at the reset password page so one can verify if the password had a typo or perhaps space entered prior to typing password. We also recommend not to use auto-save password offered by Google Chrome browser so wrong passwords are not being saved.
I am looking forward to hearing from you- Thank you very much!! We really want the platform to work for you and please contact me as soon as possible so we can get you in and running.
Borderline Scam
Customer service (for me and countless other SLPs in listservs, private groups, etc) states that all issues are user issues rather than network/platform issues. I provided a screenshot of one error message that clearly stated a TheraPlatform network issue and the company responded hours later (no immediate assistance) that it was my PC. It is not. This is constant. I have to signout and back in and troubleshoot for nearly every session. It appears unprofessional to pts. All other websites operate quickly and effectively. Zoom operates well. We have business grade internet and bandwidth and are hardwired into the internet with a newer model PC. It is Every. Single. Session. Either patient video lags or the video feature continues playing for the patient despite me ending it or I receive a message that the TheraPlatform network had a connection issue or screenshare fails (this is CONSTANT) or sessions are dropped completely.... the list goes on. Yet TheraPlatform denies all issues, and I have heard similar feedback from other providers. As an indiv SLP, the expense of Zoom at the HIPAA compliant level Is high; however, $200 is well worth the hours of lost therapy time due to constant technical issues. Be wary. When you sign up, your right to a refund is waived. This is intentional, as they are aware that they have constant glitches and network issues and will provide minimal level of customer support nor work toward the ability to handle the current usage level, particularly during the COVID-19 Pandemic. Buyer beware. This feels like a company certainly capitalizing on the needs of our country right now, rather than serving by admitting it cannot handle the load. Buyer beware. No refunds or pro-rating, despite realizing within the first day of user traffic that TheraPlatform is unable to perform properly, and also, that customer service will not offer support nor acknowledge their issues with their own system.
By CP
Response from TheraPlatform· May 13, 2020
Thank you for reviewing our platform! I am sorry to hear that our platform did not work out for you. We've been conducting thousands of successful sessions an hour and have high availability architecture in place to serve increased number of users. Although it may appear that our platform is not functioning, please note that in addition to speed of internet, the quality of the connection and junk on ones network will affect the overall performance and ability to stay connected. One may have 100 Mphs speed but if the internet provider provides poor quality of connection, this great speed will not help the connection. Also high PNG will lead to all the problems described. These variables are important on both ends (clinician's and client's). We do have no-refund policy but review each request on case by case basis. Our management reviewed your case and already provided refund.
