TherapyNotes, LLCReviews of therapynotes.com

Customer support is abysmal. Clients can request appointments during times that are blocked off as unavailable. I've requested updates on when this will be fixed and got no response at all until I sent multiple emails asking why they were not responding (waiting 24 hours between each message on business days to give them time to respond). They have a Facebook group that is supposed to be to ask for help, but admins arbitrarily delete comments and posts. When asked why my post was deleted, they lied and said they did not delete it. When I pushed the issue they said they have the right to delete posts and refused to discuss further. When I signed up, I chose TherapyNotes because they stated my price would not be raised. I specifically asked about this because SimplePractice had just raised rates. If I were choosing an EHR today, I would not go with TherapyNotes due to how awful their customer service is, but it's hard to switch. I hope this review warns others to look elsewhere. Edit to respond to the reply: I was told my ticket was closed. I have an email stating this. Additionally, I have never said it’s not appropriate to moderate a group. But lying about deleting posts is not appropriate. I see you yet again refuse to address that. As a response to their claim that they have to moderate the group: I have never once said moderation is not appropriate. I have said that it is inappropriate to lie about deleting posts. No one from TN has addressed this specific concern other than to tell me you are "handling it internally." To change EHRs I would have to manually download hundreds of client charts. It would be hours of my time that I don’t have to devote to this. You dispute my claim about how you rolled out the price increase? Ok. Doesn’t change the fact that the sales rep who signed me up told me my price would never be raised, and then it was, and when I complained about this I did not get a satisfactory response. "A rep would never say this" well they did say it to me. I asked specifically because SimplePractice had just raised their rates, and it was a deciding factor in choosing TN over SP. Update to updated reply: I am aware how to download the charts. As stated, it will take time to do this for hundreds of clients. I can see you have no desire to address these issues. Also - your staff is unavailable on certain holidays. As I've repeatedly noted, you should maybe indicate that somewhere so that customers are aware. New update: I just spoke with a support rep who stated that you cannot help me migrate away and I will have to download each chart individually. I have more than 800 charts in TherapyNotes, and many of them include PDF documents that cannot be downloaded in one click with the TN notes. It's not an accurate representation to say it's possible to move each client quickly in light of this as I will have to move each PDF individually. It is also not fully honest to say you will help me, when the "help" is to just tell me how I can do it myself. Let me guess - I'm wrong about my own experience yet again? You don't seem interested in providing support, just damage control. Response: At this point I am no longer looking for support. You said yourself that if I'm unhappy with TN, I should just leave. Which I will be doing, at the expense of a significant amount of my time. I am making the pattern of dishonesty and poor customer service known publicly for other potential customers. I did try several times to get TN to provide support and address this privately and did not get anywhere, other than being told I am wrong about what I observed and experienced.

Never works. Status page shows no issues. I'm caller #67. It keeps giving generic 500 errors. TherapyNotes flippant dismissal of this as a serious issue shows a stark lack of professionalism and an incompetence about what standards are in this industry. The status page showed no issues the entire time and there was no communication. People were unable to use the service and this service is used to schedule appointments. An outage like this shows a team that is unwilling or unmotivated to ensure that a critical application meets basic expectations for uptime and reliability. Response to the new comment: You guys didn't realize you had an outage? You were getting bombarded with calls and you didn't know you were down? Do you know how much of a basic expectation it is that you have a level of observability? Your servers were down for 15+ minutes and you didn't know? The status page showed everything was fine while no one could connect for 15+ minutes. People were canceling appointments. Other appointments were being cut short. I don't really care if TherapyNotes feels that's unfair to them, but this is a basic expectation of just about any software in the industry at this point. Each reply is TherapyNotes digging themselves further into a hole. This low level of aptitude is not acceptable from a software team. Maybe they could use a competitor who actually understands software. 99.999% uptime is a low bar and if they cannot hit it, it's because they're not trying. To try and say this isn't a big deal is laughable. Not having observability is negligent. Refusing to pay for the expertise to enable a reasonable level of availability is negligent. Not understanding these concepts and trying to argue them on Trustpilot is laughable.

Meghan D was incredible. I always have a great personal experience with the support team but Meghan D REALLY went above and beyond. She supported me. She even said she will help research and trouble shoot some things for me and I didn't even ask for it. I felt WELL TAKEN CARE OF by meghan and feel lucky to have had my call with her. She makes me feel happy I have Therapy Notes. A HUGE thank you to meghan!!!

My questions were answered. The representatives were knowledgeable and courteous.

Therapy Notes rolled out a Therapy Fuel Scribe program at an additional cost to users. The program is plagued with problems and is inconsistent making using the option in sessions extremely challenging. Reporting this to them for more than two weeks has not yielded results nor are they willing to refund the cost for the time period. Update: therapy did agree to refund a portion of the payment due to the issues I’ve been facing with the new service

It was an absolute pleasure working with Qsau. From the moment our interaction began, I felt his warm and approachable demeanor put me at ease. He was incredibly patient as I explained my issue, listening attentively without interruption. His professionalism shone through in his clear and concise communication, making it easy to understand the steps we needed to take. Most importantly, Qsaun was exceptionally supportive throughout the entire process. He offered helpful insights and guidance that ultimately allowed me to resolve my problem efficiently. My experience with Qsaun was truly outstanding, and it mirrors my previous positive encounters with the Therapy Notes customer support team. Each interaction has been pleasant and left me feeling well-supported.

I’ve been using TherapyNotes for over 6 years, and I can confidently say this is the best practice management and EHR system out there—hands down. I now manage six practices, and every single one of them uses TherapyNotes. It’s not just because it’s easy to use (which it absolutely is), but because the product keeps getting better and better. They are constantly rolling out new features, many of which are based on direct user feedback. I’ve even seen a feature I personally suggested get implemented—and that kind of responsiveness is rare. What really sets TherapyNotes apart is their incredible customer support. It’s 24/7, and they always follow up. There have been so many times—literally at 3 AM—when I’ve had a question or needed help, and I just called them up. Every time, someone was there to walk me through it, fix the issue, or explain it clearly. That kind of consistent, round-the-clock support is invaluable when you’re running multiple practices and juggling client care and billing. TherapyNotes is #1 for a reason. It’s user-friendly, powerful, and always evolving in the right direction. I can’t imagine running my business without it. If you're on the fence—don’t be. This is the system you want in your corner.

Great customer service. Really happy with the ease of learning the system.