Public Shaming, Billing Failure, Unacceptable Billing Practices
I have experienced ongoing issues with TherapyPM since the beginning of our relationship with the company. We have been patient, understanding, and willing to work with them through growing pains. Even when their features were not working, our clients were complaining about their system. We still provided them grace and allowed them time to resolve the issues that came up. Eventually, I also entrusted TherapyPM with our billing. Over time, however, our billing began to experience serious problems. My CPA identified significant concerns with our outstanding accounts receivable, and I repeatedly contacted TherapyPM requesting information, clarification, and corrective action. My concerns were not addressed in a timely or meaningful way, while our organization continued to suffer. After several months, I requested to terminate the billing service so that we could bring billing in-house and determine the extent of the problem. Unfortunately, the issues were beyond what our internal team could reasonably resolve, and we ultimately had to begin searching for another billing company. Because the billing issues had negatively affected our organization, I asked TherapyPM for temporary extensions on our monthly software payments while we worked to stabilize the organization. They initially agreed. Despite that agreement, our access was later suspended, and a notification stating that our bill had not been paid was broadcast through the platform to clients, prospective clients, and all staff. This was not a private notice sent to an administrator. It publicly exposed an internal billing matter to people who had no reason to receive that information. I spoke directly with the owner and explained how inappropriate and damaging this practice was. I was initially told that the notification was an automatic function programmed into the system. Months after the first incident, I missed another payment by a few days, and the exact same notification was broadcast again. Now, it has happened for a third time. I received an invoice on July 5 stating that payment was due July 7. On July 9, less than two full days after the due date, the same message was once again sent throughout the system to all stakeholders. I paid the invoice, less than $400, about 6 hours ago, yet our access remains disabled because no one has restored it. This means TherapyPM can suspend access, publicly announce that a bill is unpaid, accept payment, and then leave a healthcare organization locked out until someone on its team restores service. To be clear, I understand that invoices should be paid on time, and I accept responsibility when a payment is late. However, a late payment does not justify broadcasting a company’s private financial information to its clients, prospective clients, and employees. There are many professional and ethical ways to address a past-due balance before taking an action that could embarrass a business or damage its reputation (such as a late fee). What is most concerning is that TherapyPM was made fully aware of the harm caused by this practice after the first incident, yet it continued to happen. At this point, I do not view it as a simple mistake. It reflects a lack of appropriate safeguards, discretion, compassion, and professional judgment. Based on my experience, I cannot and will not recommend TherapyPM. I will also continue to share my experience honestly so that other business owners can make an informed decision before trusting this company with their clinical operations, billing, client communications, and organizational reputation.
By D M.