HeadwayReviews of headway.co

I attended three sessions online in January and was charged a $10 fee and a month later charged an additional $25 fee totaling $75. This week which is September 2025, I received a message from Headway that they were billing my card an additional $75 from a November 2024, December 2024, and an additional January 2025 visit $25 each ten months later because the office failed to file the claims correctly. This is not my fault that the office staff cannot do their job efficiently. I should not have to pay for their mistakes. Needless to say, I will no longer be using this company for services. The counselor was amazing and if she leaves and go to work for someone else I would use her again but not as long as she is working for Headway.

There is no one to call to resolve issues. You get a robot. If you need help, there is none. The sales people will say anything to get you to sign on but their promises are empty. No live human exists after the initial start. It is disgraceful. Do not recommend Headway.

I'm a provider using Headway. Initially I was very impressed by the ease of working with them. Lately, I've found that their billing practices are unprofessional and destroying trust with my clients. One after the other, they keep informing my clients that they undercharged for copays, and they are coming to collect money after the fact. They give some complex explanation of how "costs can change from original estimates" yada, yada. The bottom-line is that patient copay information, deductibles, etc is all available on the provider portal for insurance. Why Headway would not have accurate information on a client's financial obligation is beyond me. What I do know is that when they undercharge copays and then come back 10 sessions later with a hefty bill, it leaves patients distrustful of me and my services, and I lose clients. I want to like Headway, but they are going to have to get it together when it comes to communication, accurate charges and reliable information with insurance companies.

Warning, even if you are in network with them for insurance, they charge you FULL price until your deductible is met. No way to talk to a billing rep, no way to talk to anyone, only "tickets" and forms.

Dr Danyelle Simmons is somebody that is prescribing patients medications that don’t need to be prescribed to patient. Didn't even do a adhd evaluation, no drug tests, just prescribing it like it’s nothing. I’m making this review to let others know what she’s doing. She also told my girlfriend at the time who is the patient that the Dr. Simmons takes 60 mg of Adderall a day and that it would be a good fit for my girl to be on it. Doctors like this shouldn’t be prescribing medication’s. My ex-girlfriend now since we separated because of this. is in recovery she’s been clean for five years off heroin and crack and she’s been on Suboxone for over five years. There is no reason for a doctor to prescribe somebody Adderall without doing the proper procedures first while being on Suboxone. You are messing up peoples lives and you should really take a look at yourself in the mirror. How can you do that to somebody? Now she’s on Adderall and you understand how hard it’s going to be for her to get off now… I have four years clean myself and I’ve already been down that road before where I literally ruined my life. Madi was diagnosed before with bipolar. It’s something that she does not like to talk about but now we have bigger problems . Somebody that has addiction issues, and that is on Suboxone should not be taken Adderall, especially when they never been diagnosed with it . Dr. Simmons, you should be ashamed of yourself . NPI # 1437418142 Dr Danyelle Simmons

My complaint is the same as previous reviews. They deceive people with incorrect low estimated costs for sessions, then months later admit that they messed up and spend several weeks, almost months, billing me copious amounts of back charges. They don’t have a support line so contacting them through a ticket was a nightmare and they refused to take accountable or consideration that some of those charges should be waved when this is not the fault of the customer but completely on their hands. Absolutely disgusting and unacceptable

Signed up to work with a provider I liked and worked with before from a group practice that they left to practice solo (I found them on Headway and joined specifically to work with them). I setup my account and appointment with the provider easily enough. I got various emails from Headway for account setup and both the appointment confirmation and reminder. I am on the app a few minutes prior to my appointment and find that I have an invalid link for the teleconference (link is the Zoom homepage and not a Zoom session). I message the provider on platform informing them of this (who has not messaged me at all up to this point and I have only received automated messages thinking all is well). I simultaneously open a chat with Headway CSR to figure out what's going on. It starts as an AI chatbot but gives the option to switch to a human agent. The agent, in this case, did not contact the provider to help sort things out like a medical practice group's receptionist would have done in this situation. I then see in the chat with the provider that they canceled the appointment 10 minutes in. They left me no reply to my message asking for a valid teleconference link. 45 minutes after the appointment start, I get another chat from the provider stating they emailed me twice with no response from me and sent me their Zoom link. All of this correspondence was done off-platform and not using Headway's chat feature. So, instead of pasting the Zoom link any time from minutes before the session to ~10 minutes into the session when they were logged into Headway where they (assuming there is no auto-cancel) manually decided to cancel the session for my "non-attendance" when there is evidence in the chat of me messaging them prior to the appointment time to get a teleconference link and was doing what I could to attempt to have a session, they just cancel the session. The provider's message was that they do not use Headway's built-in Zoom, hence why they emailed me their own Zoom link and they had emailed me twice, prior to this, with no response. So, she claims to have tried to reach me by email when the appointment was scheduled a week prior. She doesn't hear back from me and ASS-U-MEs that her email is going through, sends the teleconference by email as well. Provider apologizes for the confusion and says she is cutting back on patients and will email me referrals. I never got the referral email. My email is a Google Apps email (not generic Gmail) for over a decade. Information Technology is my field. I checked spam and all folders for evidence of emails from the provider. There is no evidence of these emails. I then contacted two other providers on the platform. BOTH of them message me ON PLATFORM as the initial messaging. They send multiple alternate contact information. One even sent SMS and email to sign me up on their practice management, separate from Headway. Based upon the above, the provider I came here for is not good with technology and managing their solo practice to the same standard as others do (or the practice that they left - one phone call to the receptionist would have solved this problem). I presented my case (with screenshots) to Headway CSR. They sided with the provider and I'm being charged a $75 no-show fee. Despite this being a technology issue all of the provider's doing by not using their platform to ensure communication with me and assuming that their email must not be at fault, I'm the one responsible? I feel for the folks in the mental health field who are overstressed, overworked and underpaid, however, once you go to one of these platforms, you are now in business for yourself and all these "little things" someone else was hired to handle for you as an employee elsewhere are YOUR problem, whether you like it or not. It's a business and "the customer is always right" attitude is heavily ingrained. I owned a retail small business and have a non-retail business, so believe me, I feel the pain here but I have had to swallow THOUSANDS of dollars over the years to handle situations like these and in this case, Headway is pointing the finger at the practitioner and won't get involved as it's "their individual policy" but they are the billing intermediary and could absorb the $75 easier than the practitioner. This practitioner is a representative of their platform, so Headway, since you won't take action, you get a 1-star review. Debating if I should continue to work with either of the two alternates I'm trying on here specifically because of how this has been handled by Headway. Might have to relay this story to them and see if they are on another platform if I end up wanting to work with them or just look for another platform that understands that without patients, they don't have a revenue source.

Headway gives you a very low estimated cost so you get locked in with a provider and then months later charges you sometimes HUNDREDS of more dollars that you are not expecting for several sessions. Do not trust their estimates!! Now I am in financial stress and without a provider.