HeadwayReviews of headway.co

My recent experience with Headway's support system was incredibly frustrating and disappointing. The chatbot was unhelpful, repeatedly looping through the same responses without resolving my issue. When I finally connected with live agents, they provided conflicting and inaccurate information, which delayed any meaningful progress for over an hour. To make matters worse, the client who reached out to me for assistance is now unable to receive the help they need because of Headway’s inefficiencies. The contact form was also broken, leaving me stuck without a reliable way to escalate my concerns. As a provider, I expect better support from a platform I rely on to serve my clients. Headway needs to seriously overhaul its support system to prevent these unnecessary roadblocks in the future.

Headway Customer (non) Service - first, I challenge you to get to an actual person to solve billing problems. This organization is the example of delay, deny and defend when it comes to resolving billing errors. If your therapist is billing through Headway - RUN! Simply look on line at Headway's mission and complaints to see for yourself. Sadly, this is the first negative review I've ever left on line - normally I try to work things out if I have a complaint and I enjoy giving positive reviews when recieving excellent customer service...Headway is an example of poor customer service. After months of non-starters with Headway I regret to have to do this!

They gave me incorrect information as a provider which resulted in being paid 2 weeks late. They refused to correct this even though it was their fault. I filed complaints with BBB and labor and industry. This company is pyramid scheme who only wants you to refer other providers to the company. They don’t offer anything useful or sustainable

Headway Lied and Billed Me $2,900 for Their Own System Failure I’m beyond disgusted with Headway. When the Change Healthcare system went down, they emailed stating they would cover all cancellation fees during that period because they couldn’t verify insurance benefits properly. That was their promise — and their responsibility. Instead, they turned around and billed me $2,900 in cancellation fees for sessions that were canceled because THEIR OWN SYSTEM failed to verify coverage. Let that sink in — Headway's own technical issue caused the problem, they acknowledged it, promised to protect clients, then lied and billed me anyway. How is this ethical? How is it even legal? This company is exploiting clients and therapists with deceptive practices. I followed all procedures, showed up for scheduled appointments, and only canceled when Headway’s system couldn't process claims correctly — something completely out of my control. Now I’m being slapped with thousands of dollars in fraudulent cancellation fees after they promised in writing to waive them? This isn’t just bad customer service — this is fraud. I strongly urge anyone working with Headway to check their billing statements, contact your insurance provider, and file complaints with your state’s attorney general, insurance commissioner, and the Department of Health and Human Services if necessary. This company cannot continue to operate unchecked while scamming people during their most vulnerable moments.

Headway is a Scam — They Committed E-Fraud and Lied Repeatedly If I could give ZERO stars, I would. Headway is hands down the WORST platform I’ve ever encountered in the mental health space. They charged me SIX TIMES for the SAME SESSION, even though my insurance had already paid them in full. They LIED and said the charges were valid, when I had proof from my insurance that the session was covered and paid. This isn’t just a billing error — it’s e-fraud. Plain and simple. They attempted to double and triple charge me, then sent me a bill for over $1,000 for sessions my insurance already paid THEM for. It’s theft. When I contacted them for help, they dodged accountability, gave conflicting answers, and refused to fix it. They’re scamming clients and therapists alike, and it’s disgusting. I was harassed over a bogus balance that I never owed — all while trying to get support during one of the hardest times in my life. Mental health companies should be built on trust and integrity — Headway has NONE. Avoid this company at all costs. File complaints with your insurance provider, your state’s attorney general, and report them for unethical and illegal practices. This is not just bad business — it’s predatory behavior targeting vulnerable people. SHAME ON HEADWAY.

Terrible company. They take excessive funds from the therapists who allow them to exist and have rigid rules for claim filing, which makes the process less valuable. If you’re a therapist, you’re far better off going with Alma or another group provider.

Prior to scheduling my appointments, I provided all necessary insurance documentation, including my insurance card, through their system. I was explicitly assured—both by Headway representatives and my provider—that my coverage had been verified and accepted. Relying on this verification, I proceeded with the appointments in good faith, with the clear understanding that I would only be responsible for any applicable copays. I have now been informed, more than two months after the fact, that Headway made an error in verifying my insurance and is attempting to hold me liable for the full cost of the sessions (over $300). I've been emailing them a few times, and they keep saying "We're going to have our verifications team reach out to your insurance." They will save your Debit card information and charge you arbitrarily, while giving you assurance that they will accept your insurance and you will pay a certain amount. And you won't be able to delete your payment method on file. Avoid the services at all cost.

Monstrously inept. My insurance, despite being approved multiple times, was rejected arbitrarily for no reason. I called many times, to no avail. At one point, they called me with my insurer on the line, and couldn't address the issue even while speaking with my insurer who gave approval. They're absolutely terrible, unresponsive, almost no customer service. Avoid at all costs.