HeadwayReviews of headway.co

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.

Just asking questions and trying to get the initial appointment was traumatic

Headway's customer service is responsive and polite, but responsiveness doesn't equal resolution. When I discovered my insurance wasn't accepted due to a mental health carveout, I reached out to dispute the charges only to find out Headway had misbilled my first psychiatric session as a general medical visit (I'm not sure how that happened, given this is an exclusively mental health focused platform), which is how it got processed in the first place. It's also worth noting that I was the one who caught this error, not Headway. Had I not noticed my claim was denied and reached out myself, I could have continued racking up sessions under the assumption I was covered. Despite this being their billing error, I was told I'm responsible for the full cost of both sessions. The support process itself is also frustrating: everything goes through a chatbot, then a ticket, and meaningful answers are hard to get. I received a lot of sympathy and apologies but that doesn't help me at all when receiving an unexpected bill. For a platform that markets itself as handling insurance verification so you don't have to, I find this all incredibly disappointing.

I had an in-take appointment with a therapist set for 5/20/26. On 5/19, I received an email stating the therapist had sent me a message. I logged on to Headway and there was no message. No call from the therapist or anyone at Headway. When I called for an explanation, I was told "it looks like you may be using, or have used, more than one account on Headway. I have NO recollection of ever having been on the Headway site. Wouldn't the site have said "you already have an account" when I tried to set one up with my email (I use ONE email address). WTF???? No company like this deserves your hard earned money.

Didn't notify me until 10 MONTHS after my initial appointment that they were going to charge me $122 per appointment - and by that time I had gone to four appointments (initially, no co-pay). I would never have gone so many times had i known in a timely manner that they were going to charge me. Absolute unethical crooks.