HeadwayReviews of headway.co

If I could I would give this 0 stars. I had a very frustrating experience with HEADWAY billing and support. I was incorrectly charged full price for an IN-NETWORK follow up visit, despite having insurance on file and later received confirmation from them that my responsibility was only a $15 co-pay. Even after my insurance paid their portion of the claim, Headway wouldn't even try to expedite the process or refund the overpayment. Communication was EXTREMELY poor. I was told the issue would be handled via email, but have yet to receive a response, it has been OVER FOUR DAYS. When I had attempted to follow up and request escalation to a billing supervisor, I was refused multiple times and at one point one of the support workers ended my chat before I was done. The only one who actually was somewhat helpful was Karl, he explained that the supervisors don't have a direct line for chats (which is the dumbest thing as well as not having a phone line for calls instead in my opinion)Other than Karl the lack of transparency, accountability, and willingness to escalate a confirmed billing error caused unnecessary stress and financial hardship that is STILL ongoing. I would caution others to closely monitor charges and advocate for themselves if billing errors occur. ALSO make sure you get all the information about billing and copays before your appointment so you don't get screwed over like I did...

I am sharing my experience for transparency and to warn others. I never had a session, consultation, or any direct communication with Dr. Intisar Ibrahim. I only filled out an intake form on Headway while seeking help. After that, law enforcement contacted me. Despite receiving no care or interaction whatsoever, I was billed $20. This is extremely concerning. Charging a vulnerable individual for services that never occurred demonstrates a disturbing disregard for patient care and raises serious questions about the priorities of this provider. Anyone seeking mental health support deserves to be treated with compassion, clarity, and honesty not billed and mismanaged during a moment of crisis.

Horrible billing practices. My card was stolen and they billed me cash. I asked them to retry my new card and they stated they could not do it again. Even though it had been less than 30 days and the insurance allows claims to be re-submitted up to 120 days. Absolute JOKE. Then they hid behind the chat and email for the ONLY method of communication.

This review is more about the lack of communication from therapists on this platform than the quality of care itself. I’ve contacted several therapists through Headway using the messaging and scheduling system, specifically those who offer 15-minute phone consultations. I’ve been in therapy for years, and I prefer to have a brief conversation before deciding to work with someone. So far, I’ve had two therapists not show up for scheduled consults. One reached out weeks later saying she missed the message and also didn’t take insurance. I was fine with that. The second simply didn’t call, then messaged the next day saying, “Sorry I missed our call, are you free today?” No explanation, no acknowledgment beyond that. That doesn’t exactly build trust. Another therapist advertised a free 15-minute consultation, so I booked it. I then received a message saying I needed to complete extensive paperwork and meet with one of her consultants first. I replied that I was just looking for a quick 15-minute conversation with the therapist to see if we were aligned, and asked if the paperwork was still required. She canceled the appointment and never responded. I wrote, so I guess that is a no? Still no response. The lack of communication feels like very poor business practice. Other therapist who couldn't fit me in or were full canceled the appointment and wrote me. I appreciate that level of communication. I’m sharing this because I think Headway needs clearer standards and boundaries for providers using the platform. I’m fortunate that I’m not in crisis and can move on to find someone else. But for someone in serious emotional pain, being met with this level of carelessness could be really harmful. As of 1/30, 3 days after I wrote this review and made more appointments, none of the therapists have called me. I think this business needs to re-evaluate how it does things. Horrible service.

They submitted the claim incorrectly and I was over charged. They acknowledged the mistake and stated they will make sure the correct amount was charged in the future but would not correct the charge they made a mistake on. They claim to have live support but no one live is there for support.

I have to put at least one star in order to leave a review. Headway has blocked me at every level. As a provider I have experienced the WORST customer support from any user interface...ever. Their system does not allow for direct communication with support, only text based....no phone calls. It is really difficult to get your problem, issue, concern addressed over text. I would definitely recommend ANY OTHER platform over Headway. 0 out of 10 stars.

Tried to book an appointment, their website wasn't working on step 4, reached out to live help - rude help. The associate purposely disconnected the chat without finishing helping me make the appointment. This is a mental health services websites - being rude and disconnecting chats in anger is the last thing they should be doing.

Very terrible customer service. Its been several months and my claims were never submitted to my updated insurance. I have reached out 10 times at least pertaining to this same issue. No call from anyone, only text or email which is outrageously unhelpful. No managers work there apparently and the claims department takes more than 5 months to submit a claim correctly. I do not recommend this service to anyone.