HeadwayReviews of headway.co

This company has the WORST customer service for a Mental Health organization I have ever seen. So let me lay it out for you. For a MENTAL HEALTH company, you have to go through an AI chat bot before you can even try to connect with a person. After that, you MUST chat with the person on the internet because they do not have (or care enough about) having the ability to talk to a person. So you're telling me a company that prides itself on being able to connect with people for mental health issues DOES NOT let you connect with their people?! I hope you do not have a single issue with any part of the billing or system because you will never get it worked out. They closed my tickets MULTIPLE times because they said that their (Headway) own people could not get a hold of my insurance and therefore were going to bill me directly. This is a HUGE pain in the ass because the insurance wanted to talk with them one the.....wait for it...PHONE but they done have any method to talk with them! A joke company run by terrible people.

Headway has been an absolute nightmare. They sent me an email stating that they owe me $600 for overpayment over two years ago. I should expect the payment refund in three days. Weeks went by and I received no money. I tried to contact them, but you have to talk to a bot who only has about three answers and just repeat the same thing over and over to you. After days of trying, I actually reached the human being. After explaining everything to her, she gave me the bot‘s response again. Explained that doesn’t answer my question and I still have not been refunded. We spent days going round and round of them telling me that the money was refunded to a closed HSA account and that it was my problem now. I would have to go back to the bank account that was closed over 18 months ago and demand that they write me a check. I repeatedly get condescending emails stating “we understand how frustrated you are…“ But nothing gets resolved. Not only have they held onto my money for over two years but now they acknowledge, they owe me the money, but refused to refund it.

Absolutely deceptive business practices. Was recommended by the therapist's office. Then they charged me double the cost of the visit and continued to charge us missed appointment fees after I canceled all the following appointments way in advance. Do NOT trust this company. Do NOT sign up for their "services".

Got on the portal for my appointment 15 to 20 minutes early could not login due to settings in the app blocking camera and microphone reached out to technical support. No contact no callback reached out to the provider no contact no call back until 10 PM that night they would not reimburse the charges for the canceled appointment even though I was in the waiting room until after the appointment had finished. Worst app I have ever used run. Do not walk away, run far away from this app. They would not reimburse me the $125 cancellation fee the provider was rude and unapologetic about the charges and would not reschedule. never using this app again. Disputing the charges as a chargeback if they do not refund Me. Horrible customer service. If it were a real medical emergency that person would have died. Shame on you headway!

Please be wary of this company because of insurance issues. I met with a therapist who is in network with my insurance, headway gave me an estimate that I would spend $20 per session. After meeting with her four times I was told they just found out my insurance wasn't in network and then charged me $100 per session on my credit card. It turns out that even though the therapist is in network, headway.co is not in network with my insurance... it makes no sense to me but I was repeatedly told by headway they don't have an agreement with the specific billing of my insurance. Basically I could have seen this therapist independently for $20, but since I went through headaway who "doesn't have an agreement with" my insurance, I was retroactively charged $100 per session and only found this out after my fourth session. Previous to that headway said estimate that it would cost 0 or 20 dollars per session. I would go straight to the therapist and not go through these companies, they do not have their act together yet and are wasting people's money, and they won't reimburse me.

Headway wouldn’t update my insurance. Then wouldn’t reimburse me. Impossible to reach support, even my provider couldn’t. I had to get state representatives involved. Even after it was not good. Could not recommend less.

Headway is a billing platform and they will run people away from providers because of the incompetency. We have been using headway since January 11, 2026, and everything seemed to be going smooth. They were billing under the providers name to the insurance company. The provider is in network per Aetna and even per the provider and even per headway but all of a sudden as of May 1, 2026 headway started billing it under the name New York behavioral healthcare who is not in network. You cannot ever speak to a customer service rep so everything has been by tickets, chat feature or from the provider. Headway will lie and tell you that they build it under the providers name. Aetna says no they did not. They show the billing and it shows New York behavioral healthcare so I don’t know why for this one particular provider only that they started billing under a whole another name which has caused out of network co-pays. I have contacted Aetna and reported all the claims from May 1 through the beginning of July 2026 as fraudulent because they are my daughter has never seen New York behavioral healthcare. In fact the providers right here in Texas in the same town we are in. Because of their incompetence at headway, my daughter now is without any mental health healthcare. And trying to start over with a new provider after years of being with this provider before headway and presently. I actually am considering reaching out through an attorney to see if there’s others out there we’re going through the same stuff with headway’s platform and following a class action lawsuit against them

Bad experience saying I would get a $500 bonus for joining. Waited 32 days after filing a ticket stating I was getting $100, not $500. I can still see value in the platform but untrustworthy.