HeadwayReviews of headway.co

Awful service. They do not let you delete your account yourself! They say it's not a self service option. But of course, creating your account is a self service option. Don't ever use this awful service.

After proving with an eob from the insurance they are fraudulently trying to charge me a fee for a visit that I do not owe preventing me from getting my medication and future visits even though they billed my insurance my prescription needs to be refilled to avoid major side effects and they do not care AVOID USING A PROVIDER THAT USES THEM coming from a billing specialist in the medical field for 20 + years

Terrible, terrible, terrible experience! My therapist did her billing through Headway. I stopped seeing her and then almost a year later they charge me all these extra charges for some of my sessions saying that my sessions were not covered because my insurance was not my “primary” one, even though my insurance never changed and it was the only one I had at the time. Then it was nearly impossible to get into contact with anyone about what was wrong or how to fix the situation. I ended up being charged 1,000 + charges for sessions my insurance was saying should be covered. I would not recommend using this platform and have many doubts about their business practices and how much they are actually concerned about customer issues. I was bounced from bot to person to person to bot and no one was able (or willing) to help. I also find it funny that you cannot leave any reviews directly connected to the site, but have to use third parties like this one.

Customer service has been a nightmare! The Chatbot is utterly useless and it’s very difficult to reach a person by phone, so I’m left sending emails back-and-forth. Their customer service representative clearly doesn’t read my emails fully and provides conflicting information from email to email, even though it’s the same customer service representative. For example, she told me recently that Headway had not received any payments from my insurance for four specific dates of service, even though my insurance had said weeks before that the claims were processed and paid. So I reached out to the insurance company again and was able to confirm that Headway had deposited the checks weeks before I even contacted them about the payments. So, for over a month, Headway still claimed they had not received the payments they already deposited weeks before. Now that I sent documentation that they had, in fact, received the payments, Headway now alleges that my insurance didn’t process the claims appropriately and will need to pay them more. I have spent many hours and much effort to make sure my insurance processes the claims, but Headway has provided inaccurate and conflicting information while putting the full burden on me to intervene with my insurance company when I have provided them contact information and a reference number so that they can deal directly with my insurance company.

I can’t express enough how much this company has failed everyone. Take a look at their Facebook; EVERY reply to a comment is… “we dm’d you”. Public accountability is essential in the mental health sector. Why are we continuing to allow this? OH WAIT, the big pockets of government are calling the shots. They LOVE Headway, so we lose. Everyone loses. I have been uber depressed since 2021 and thinking about giving up on being a therapist. It’s so obvious that I am not of worth when it comes to actually being respected and paid what I am worth. BOOO Headway (I wish you weren’t so greedy and could be humble). 😕

Absolutely horrendous. if you use them pay out of pocket. Otherwise, you'll pay out of pocket anyways. I scheduled an appointment with a therapist there. Went through and everything seemed easy and good. Got billed for $276. Wondering why when I checked my insurance had a deductible for therapy of $25. Like any other doctor visit you pay 100% up to that deductible then you pay your co-pay. Mine is 10%. So my total for this session should have been $25 + $27 totaling $52. They argued and tried telling me that I had to pay 100% of the cost. They never refunded me and never admitted to them billing things wrong. Then I was promised letters from my therapist during our session. A month after our session I had never heard from here and was charged a second appointment cancellation fee of $100. I contacted support and they told me that cancellation fee is set by the provider and they cannot refund it without approval from the provider. I had sent a message to the provider the day after our first session telling her to cancel any future appointments until the billing gets resolved. She decided to cancel it the day of and naturally claimed I cancelled it the day of and therefore the charge was correct and I had to pay the $100 fee. This company is a cheating and fraudulent company that allows therapists to lie to their patients and even after it being proven through screenshot messages, they still back the therapist and charged me the amounts. So I am now out $376 for 1 session and nothing to show for it because the therapist never delivered on her promises. Customer service is atrocious too. You can use the chat for general issues. However if you have a billing issue, they immediately tell you they have to move the conversation to email with a special support team. And it takes 3 to 4 days at a time to get 1 response from them. Absolutely stay away from Headway.co if you value your mental health at all. All this site will do is put you into more of a desperate situation.

Headway clearly doesn't vet the validity of the therapists that join their platform and their associated profiles against their actual practices. After a terrible session with a fraudulent therapist, Headway was notified and they did nothing. Additionally, a few weeks later the therapist scheduled a day-of appointment with no warning and then charged a cancellation fee. Headway pushes everything off to the therapist as their responsibility as the therapist points back to the service. Headway is running a damaging platform for people just looking for reliable and trustworthy care and business practices.

My experience with Headway has been extremely frustrating and honestly feels deceptive. They failed to maintain an accurate, up-to-date list of in-network providers. I completed 5 sessions under the assumption my provider was in-network, only to later be told they were not. Then, they attempted to retroactively reclassify those sessions as out-of-network and bill me accordingly. To make matters worse, over a year later, I received another notice claiming they had still processed things incorrectly and that I now owe even more money. This kind of billing behavior is unacceptable. Patients rely on platforms like this to provide accurate insurance information. Instead, I was hit with surprise charges long after services were completed—something that appears to go directly against the intent of the No Surprises Act. At a minimum, this shows a serious lack of accountability and transparency. At worst, it feels like a system designed to shift financial responsibility onto patients after the fact. I would strongly caution anyone using this service to verify everything independently with your insurance provider before starting care—because you cannot rely on Headway to get it right.