HeadwayReviews of headway.co

The customer service team at Headway leaves much to be desired. Not only did an employee fully hang up on me, but the Headway team refused to investigate this matter and accidentally sent me their process for dealing with complaints, which lacked professionalism. They also refuse to answer questions regarding insurance and payments to providers, even though both my provider and insurance company directed me to them for further questions.

Alita has been a wonderful counselor! She is a great listener and a great communicator. She has helped to unburden me from three big issues in my life that I’ve carried around needlessly for 36+ years! She has given me the tools and the confidence to deal with future issues much more effectively! I can’t adequately express my gratitude, but I can tell you that I’m not experiencing the hopelessness or anxiety I had when we first started, and I feel lighter and happier. She’s brilliant and she really cares!

My experience with Headway has been extremely disappointing and financially devastating. Before starting therapy, I completed my intake by telephone with a Headway representative. I provided all of my insurance information and was told that my plan was in network. Based on that representation, I began treatment and attended seven therapy sessions. After those seven sessions, Headway informed me that my insurance was actually out of network and attempted to hold me responsible for the cost. To make matters worse, when I contacted my insurance company, I was informed that Headway had never submitted any claims for my sessions. I am now facing significant financial hardship because I relied on the information provided to me at intake. I believe it is deeply unfair to assure a patient that they are covered, allow multiple sessions to take place, and only later inform them of a coverage issue without first submitting claims to the insurer. Customer support has also been frustrating. It is difficult to reach a real person, and many responses appear automated, making it challenging to resolve a serious billing dispute. I encourage anyone considering Headway to verify their coverage directly with their insurance company and obtain written confirmation before beginning treatment. My experience has left me feeling misled, unsupported, and extremely disappointed.

Headway makes it easy to find a provider in your insurance network. You can use filters to search for providers who specialize in the issue you are experiencing. The platform has a good amount of information about each provider and it is simple to set up appointments. Remote therapy has been a blessing for me.

The clinician canceled the session right before, I joined just in case there was a mistake, provider never came on the session and then charged me $100. Provider was unresponsive when I was asking for an explanation/a refund as I should not be paying $100 when the provider canceled the session. I still have not been refunded because the live chat customer service is so unhelpful, having to figure it out on my end with my bank. DO NOT USE.

I’d give zero stars if possible. Stay away from this company. They don’t have any live reps to speak with to resolve billing issues. They utilize an AI Chat and ticketing system that doesn’t work. There is no way for customers to speak to a live person. Currently, I am unable to get the mental health services I need because they won’t fix billing errors. This should be illegal for a mental health company to treat customers like this. Therapist beware! If you are considering using them, don’t.

Terrible. Scheduled an appt- went to the appointment and nobody was there. Second address was listed so I went there and it was an apartment complex. Left two messages but wasn’t able to reach anyone. Then came home and scheduled with a different provider who canceled my appointment 10 minutes later. Tried to reach out to support which is just a chat bot. What a total cluster and a complete waste of time.

This company not only uses AI chats, which are worthless for resolving billing errors (and I am a user of AI, so that is saying something). We've used their chat service to attempt to correct their billing errors, we've chatted with them 3-4 times since April, and they keep billing insurance incorrectly. They charged my credit card for the appointments (however, our insurance will pay at 100%). I was finally frustrated at not being able to get in contact with a human, so I disputed all charges with my credit card company. Don't do business with anyone who uses this service. AI is nowhere near replacing humans; you must still have a human in the loop. Anything regarding insurance should require human interaction. This is unacceptable.