HeadwayReviews of headway.co

This company exists to STEAL from people seeking mental health care. Unconscionable. It is impossible to reach someone to reverse their fraudulent billing.

Edit: the VERY NEXT DAY after I contacted CMS about Headway’s fraudulent billing practices, I received a refund. Pablo the rep tried to blame me for the error. He said I shouldn’t change my insurance info in the system to prevent this from happening. There is no way for a consumer to change benefits in their system - only to request a manual verification. I added this into my complaint. I encourage anyone who has been deceived by Headway to contact the CMS No Surprises Line and make a complaint: 1800-985-3059 The following is my opinion of a series of events with Headway: I have an absolutely wonderful therapist but unfortunately she is paired with an incredibly dishonest 3rd party billing company. Headway charged my regular $30 copay for several sessions, then randomly charged me $40. I noticed the change and asked my therapist to check on this. I was never refunded the difference, but my copays went back to $30 again. In early January 2023, Headway balanced billed me. They billed my insurance company and billed me for the difference. I submitted a ticket via email (they have no customer service phone #) and received no response. My therapist had to get involved and eventually I submitted a partial dispute with my credit card company. I was willing to pay the $30 I owed for my copay, but balance billing is not legal in many states, including mine. Headway finally responded and said they’d had “billing errors,” but that I would receive a refund. I never received a refund. They also challenged my credit card dispute and won. When my credit card company told me I lost the dispute, I went back to Headway for my refund. They told me they would not give me a refund because I disputed the charge. I informed them multiple times that the dispute was closed and even showed them proof from the bank. They continued to insist they can’t refund me bc of the dispute. I informed them I knew they were lying and I am also aware their deceptive billing practices carry over to others. I have a colleague who has also been balance billed by Headway. I was told a supervisor would be reaching out to me and never heard back. It is my belief that this company tries to mis-charge people in *hopes* they won’t notice. People notice. I will be reporting them for insurance fraud to every agency I possibly can.

I was very disappointed with my first provider. She canceled my first appointment and then was a no call no show for my second, never sending a link for the session and then sending me a cancelation 7 and a half hours after the appointment was scheduled. I am going to give a different provider a shot but if I have the same experience I will have to search elsewhere for help. It's concerning a mental health provider would be so unprofessional.

Be warned. Misleading pricing and appointments. I reached out to Headway because I needed a new Dr (mine left the practice they were working at) and to renew my prescription. I shared this with them and they quoted me $15 and booked me a telehealth visit. During that call the Dr informed me they would need to meet in person to perscribe medicine so we did a client intake form and booked our next appointment. Afterwards I received an email saying I was undercharged and that I owed them $154 b/c my appointment was really $170. I’m not even going to be using this Dr and gave them $170. If that’s your cost just be upfront about it and if you can’t prescribe medicine unless in person, let us book in person appointments from the beginning don’t book us tele-health. Be upfront, you’re suppose to be helping people and you’re making things harder.

This company needs an overhaul. Therapists not vetted, no chat or phone number to contact support, poor billing, etc. There are MUCH better options out there! Oh and when you do reach out to support, they don't send out an email in due time. Poorly setup. Sad that Zocdoc partnered with these guys. Will not be using them anymore either.

I am being double billed even before the appointment occurs. I just got off the phone with the reporting bureau about Headway 800-985-3059 cmsgovnosurprises (add the dots). This is the line set up by the No Surprises Act. Spoke w/ a support agent. This person says they are starting to get more and more complaints about Headway, especially on double and triple billing. In addition he emphasized completing the form on the cmsgovnosurprises site as well as contacting State Insurance and State Attorney Generals consumer divisions. Personally I am going to do what he suggests plus send copies of everything to my state legislature representatives, my congressman and both senators as soon as I cover this with my local health provider who uses Headway and go over all dates of appointments and match them one to one with my credit card statement. In addition, I am going to doggedly look for a contact phone number and look for the CEO directly. There is no phone number and they expect to do everything via email. Well, they lost me at double billing me. But we all should be thorough in keeping notes, phone numbers/contacts, dates of contact interaction across the board and in each state.

Therapist was defensive, judgmental and just plain awful at a recent session. When I mentioned I needed to skip a session, she agreed. But later on I received an email from Headway stating that she cancelled ALL my future sessions with her. Not once did she email me with supportive options to find another therapist instead of just ghosting me(!) In psychology profession this is called *client abandonment* and is completely unethical and unprofessional. I am contacting the Board of Psychology and reporting her. I am convinced that this company does *not vet its therapists properly - there’s other reviews here that state the same issue. How awful and traumatizing for people who put their trust in these so called mental health caretakers. Please do not use Headway.

Double billing. Zero customer service. Buggy experience on the site/app. Accountability? Dream on!