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: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,
  
  *****************

• Initial Complaint

  Date:05/31/2023

  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.

  We have lost significant income related to the poor quality of work related to manage billing. We put a request to cancel our subscription in March and despite this they resigned the contract 4/1. I have proof of this email. We have sent over 100complaints to prove as well they did not keep up their end of the contract. They resigned the contract without our consent knowing we were unhappy and wanted to cancel and they are now refusing to d it and are keeping us contracted for another 9 months.

  

  Business Response

  Date: 07/31/2023

  Thank you for bringing this matter to our attention. We have conducted an internal review of the situation and have prepared the following response for the noted complaint:
  
  After reviewing the records for this customer, we can confirm we received request to cancel *** services on March 14, 2023. The agreement with Lifes Journey auto-renews for 12-months on April 1 if 90-day advanced noticed is not provided. Thus, *** services had already renewed through April 1, ****, when request to cancel services was received. The *** management team met with the customer on March 28, 2023, to explain the agreement terms and renewal, as well as to discuss and address their concerns regarding their request to cancel *** services.
  
  A member of our Customer Success team is in active communication with Lifes Journey to align on current issues and document the action plan to ensure mutual resolution on all matters. 

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20124395
  
  I am rejecting this response because:  it is inaccurate. They have not been communicating.  We have sent several emails for answers and sent formal complaints with no response.  We have sent emails over 30 days ago.  We were supposed to have an action plan in June and still do not have one.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/15/2023

  We are sorry to hear that **************** does not find our response satisfactory. We have reached out and have not received a response.

  Additionally, we followed up again and were told her team did not have time to speak to our Customer Success team and would reach out to follow-up. We will happily speak to ******************** team when they have availability. 

   

• Initial Complaint

  Date:05/19/2023

  Type:Order 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.

  In November of 2021 we started using the company to provide billing services. By august of 2022 the level of service they were providing got worse. Employees would not return emails or phone calls. They were taking longer to do specific tasks that had been specified in the contract. When we reached out to cancel our contract that was up in November 2022, we were told it was already too late to cancel and we would need to wait until November 2023 to cancel. Since then we have had to threaten to break our contract on at least 3 occasions to even get them to reply. They still refuse to discuss the specifics of canceling the contract. In February, we noticed that several claims were being rejected. I reached out to them on 2/14/23 to make them aware, even though they are supposed to be monitoring it. On 2/20/23, the replied stating the problem had been identified and they were fixing it. Then on May 17, we noticed that there was a problem with more claims. As I researched it, I learned it was the same issue that they informed us they were fixing. When confronted about this, I received an email from a *************************** who lied to me, attempting to convince me that she had found the issue on 2/8 and informed me of the need to fix it. There was no email sent from her on 2/8. Because of this breach of contract we have seen a loss of income close to $7,000, as well as additional staff hours to correct the issue. There are several other instances of not replying, or stating that emails were sent that never were sent.

  

  Business Response

  Date: 05/31/2023

  Thank you for bringing this matter to our attention. We have conducted an internal review of the situation and have prepared the following response for the noted complaint:
  
  ** January 2023, our Customer Success and RCM team met with ********************* to address his request to terminate the managed billing services agreement. In that meeting, the following actions took place:

  -Addressed termination request and explained contract terms.
  -Reduced managed billing services rate to 7%
  -Increased billing cadence to daily
  

  ************** also reached out to members of our executive leadership team on May 19, 2023. At that time, we scheduled a meeting with him on May 22, 2023, to address the concerns also cited in this complaint.Unfortunately, ************** did not appear for the meeting. We did provide a summary of our findings and action plan in an email on May 22, 2023, and offered to reschedule the meeting at a later date.
  
  Issue #1: OH ******** Payor ID:There are 3 OH ******** payors that changed their ** payor IDs around February. Although the new IDs were effective 2/1/23, ****** didnt enforce the new IDs until May. We did create the payors with the new payor IDs in February,but the client account needed to have the new payors reassigned as well.  
  Progress update:First review of all claims that need to be corrected has been made.
  

  Next steps:
  Account manager will review Aging for any claims with balance for the wrong payor
  Account manager will review all ******** OH patients to confirm correct payor assignments/effective dates have been made and seek clarification from customer if needed
  

  Issue #2: Rejection and denial communication: We did not update our system to remove ************************* email and our proactive communication about rejections and denials were still being sent to *****************************.
  Progress update:Corrected email address in the system used when communicating rejection and denial follow up. Account manager has resent email communications about rejected & denied claims for customer action.
  

  Next step: Account manager to prepare and send consolidated list of claim follow up actions items left outstanding
  
  We will continue to monitor this situation and again are more than happy to schedule another meeting with ************** at his convenience.

  
  

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20077867
  
  I am rejecting this response because: After almost 1 full year of problems specifically with our assigned contact we are still forced to use the same person. After repeatedly being caught providing inaccurate information we do not feel this account representative is trustworthy or able to perform duties. Furthermore as previously stated the company is in violation of your own contract. If you had any integrity at all, you would apologize for your errors and terminate the contract. 

  There has been too many problems for "monitoring the situation" to count as actually doing anything to remedy the situation. It has become clear that nothing short of legal action against the company will result in any change. 

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

  

  Business Response

  Date: 07/30/2023

  We take Mr. ****** request to terminate the contract very seriously and sought to understand the issues to find resolution and a path forward during our attempts to meet with him. Our agreement to provide managed billing services is in effect through November 2023 and we have accepted Mr. ****** notice to end the contract at the end of the current term. We will continue to deliver on our obligations and action plan to address the OH ******** payer ID issue and communication concerns. We have corrected the OH ******** claims and will be performing follow up to ensure payment.  
  
  In addition, we have transitioned his account to a new account manager per his request and communicated that to him on May 31, 2023, followed by email introductions to the new account manager.  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20077867
  
  I am rejecting this response because: the only satisfactory response is to terminate the contract immediately. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/19/2022

  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.

  My complaint is very similar to another on here in which I experienced a sharp decline in the quality of service received by managed billing beginning around August 2022 and persisting now into December 2022. I no longer have a specific person to reach out to in order to ask questions or follow up. Requests are now sent to an email pool and it takes several business days for any requests to be acknowledged. I tried to connect with Theranest customer service multiple times, each time the service ticket was referred to management in the billing department. I received one response that was related to another inquiry about insurance claims-- some of which have been outstanding for 100+ days. With difficulty, we set up a meeting over Teams. The individual was a no show to the meeting! I have to pay 7% of every insurance claim recouped (with a minimum charge of $250 per month). This is in addition to my annual fees, and monthly fees for telehealth access, claims submission and appointment reminders. The service I was sold when I signed the managed billing contract is not the service I am receiving. I was promised a dedicated person monitoring and managing all claims and doing follow up on those that are delayed or need resubmission.I would like to discontinue my customer relationship with this service. I have written a letter requesting termination, which requires 90 days notice. I have no idea where to send this letter and no one is answering my inquiries about where to send this. At this point, I would like to discontinue this service as soon as possible. 90 days is too long. I now plan to terminate both my managed billing service and my use of the Theranest EHR in general. Changing EHRs and transferring records will be a time consuming process and I hired this service because I don't have a lot of extra time.

  

  Business Response

  Date: 07/31/2023

  Thank you for bringing this matter to our attention. We have conducted an internal review of the situation and have prepared the following response for the noted complaint: 
  
   After reviewing the records for this customer, we can confirm that on December 8, 2022, a meeting between ************ and the *** account manager was scheduled and unattended by the account manager due to FMLA. Due to the timing of the event,************** was unable to obtain access to scheduled customer meetings until after the fact.  
  
  On December 19, 2022,the *** operations manager reached out to ************ to introduce a new account manager who subsequently communicated with ************ several times over the following weeks to resolve claim and billing issues. Subsequently, the highest collections months were obtained in January and February. ************ elected to terminate managed care services in February 2023 and that request was honored.We are delighted though that ************ has remained a TheraNest customer. 

• Initial Complaint

  Date:12/01/2022

  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 am a subscribed provider on Theranest and have been for over 3 years. I am a sole practitioner and this is my only source of income and I have not been able to upload any claims and have not been able to submit claims and get paid for over a month! I have been calling, emailing and chatting with **************** everyday and have been given the run around for weeks. There is still no resolution and these claims are time sensitive. I am now missing out on over 40 claims-thousands of dollars! I am now forced to leave the platform and take my business elsewhere or possibly close business. I am a therapist helping clients everyday who are in dire need of my services. I do not want to leave but I am forced to leave because my family needs to survive. This is completely unacceptable and I have not been able to reach a supervisor during this entire situation. I have not been paid since 10/28/2022. Please help my family!

  

  Business Response

  Date: 07/31/2023

  ************** would like to apologize to the customer for the inconvenience and loss of income related to the billing defect, as well as our failure to keep the customer informed of progress our teams were making to resolve the issue and ways to work around the defect.

  
  ************** refunded the subscription amounts for November and December to the customer. 

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 18488791
  
  I am rejecting this response because: There was a substantial loss of income and late fees due to lack of income and a lack of urgency on Theranest's part. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/04/2023

  Were sorry to hear that ********************* has rejected our response. Our team worked to offer a resolution and again we apologize for any inconvenience this has caused. 

• Initial Complaint

  Date:11/09/2022

  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 an (EHR) electronic health record and about 18 months ago I signed on for their "managed billing service. It was not great but it saved me time. I noticed that in June 2022 claims etc started to fall through the cracks and we were not getting the normal correspondence with the ****** assigned to us and this continued through August 2022. The ****** reported that the company was making changes and she could not keep up with the work they were requiring her to do and she was requesting more help. Things did not improve and then late August early September 2022 I emailed again and she reported that she would be leaving at the end of September 2020 and we would be assigned a new billing person. Well she left and it has been a disaster, apparently our old billing person was helping us with CPT codes which she should have not done (we were not aware of this) and once she left they refused to send our claims $20,000 of them until we changed everything. I was beside myself because we dont totally understand what we should be doing and to change $20,000 in claims is a monumental task. I contacted someone higher up and they eventually sent the claims but this has had a significant impact on me financially and I have received no reimbursement for two weeks from insurance companies. I am doing a lot of the billing myself especially with ******** and correcting denied claims and they are charging me for the work I am doing. They have taken $4,000 in the last two months (Oct, Nov) for services.Well I found a new ****** and I sent in my 30 day notice to Theranest to stop there ************************* They told me they could not accept the 30 day notice until they looked at my contract. I have been requesting a copy of the contract (I could not find mine until today) but have got nowhere and I can't get any reply regarding my 30 day notice. and they will not correspond with **** have spoken to another practice owner who is going through the same thing.