HeadwayReviews of headway.co

I provided insurance information upfront and was contacted by headway saying insurance information was processing slower than usual because a system outage that requires benefits be run by hand. I attended 5 virtual sessions with my therapist. At the end of each session I was asked to provide a credit card to keep on file, but declined citing sessions are covered by insurance and I didn't feel comfortable leaving a card on file without having verified benefits. Prior to my sixth session my therapist joined and told me we could not move forward without providing a credit card on file. I reluctantantly provided the card information with verbal and written proof saying I would not be charged anything without explicit permission. On my sixth session my therapist joined and began attacking me more nonpayment but refused to show me insurance information would only share screen shots saying sessions had not been paid. I agreed she deserved to be paid for her work and that I would contact my insurance company who was covering sessions for several other people in my household and should be covering mine as well. I was again attacked for not providing credit card information prior to the sixth session. I left the session early to contact insurance who had not heard from them nor received any claims but said the provider was in network and sessions would be covered once claims were submitted. I forwarded this information to the therapist and immediately received an invoice from headway saying I was being charged for the first session with them. I removed the credit card information and expressed to the therapist my concern with being charged without my consent. The therapist argued with me and said no charges were made as there was not a credit card on file. I showed her the emailed invoice I had received in which she buckled down and insisted no charges were made. I resubmitted insurance information and verified it was correct. Emailed the therapist (because there is no direct contact to headway) asking insurance information to be run again as sessions are covered in full and requesting a refund. The therapist refused to rerun insurance and again insisted no payments had been given. The therapist was rude and inconsiderate and continued to dismiss my concerns stating because insurance had not been verified I was responsible for paying for the previous sessions. It's been 45 days since my initial session and still insurance has not been verified, yet I am being charged for sessions without my consent. The therapist has been rude, dismissive, and will not take ownership of wrong doing in not running insurance information in a timely manner.

A therapist that I was working with used Headway for scheduling and billing purposes, but I did not find this therapist on Headway but through her business card that she leaves in a local coffee shop where I'm from. Bad idea. This "therapist" said completely classist, unprofessional, and hurtful things to me during a session and I did file a complaint with Headway but am not sure if there was any disciplinary action taken towards her. The fact that people like this can charge for therapy is terrifying and there needs to be better regulations for who is licensed to administer therapy because of people like this social worker. Therefore, because she is associated with Headway, I don't trust Headway in general since people like this therapist can continue to charge a lot of money and potentially hurt people's mental health even more than they might already be experiencing and there are no consequences to them other than they just lose people as clients. I didn't feel as if Headway's response to me was satisfactory after leaving the complaint.

Called and was put on hold for a good 15 minutes. Then I get an automated message about sending a fax. Then they just hang up. Finding any form of therapy is already so difficult. Thanks for making me feel...anything at all but dissatisfaction with US therapy. I then look up this place and find an article about the company selling user data to google. Cool, so you really do suck.

I've been a user of Headway since January, and I can't express how utterly disappointed I am with their service. Despite using it for months, Headway has failed to file any of my visits through my insurance company. It's astonishing that a platform claiming to provide therapeutic services can't even manage the basic task of verifying our therapist. This level of incompetence is beyond unacceptable. Now, because of Headway's inability to fulfill its primary function, I'm left with no choice but to cancel my therapy sessions. It's laughable that a service named "Headway" supposedly helps with headaches when all it brings is frustration and nonsense. Save yourself the headache and avoid Headway at all costs. It's a complete joke of a platform that fails miserably at delivering on its promises.

the platform takes no accountability for the individual providers and their actions. my provider did not show up for our appointment, did not reach out, and did not respond to my direct messages or messages to the company. she proceeded to call out of the blue days later, when i was busy, to "talk". she asked if i was having any side effects and then refilled my prescription. the call lasted 2 minutes (per my phone records). days later i receive an invoice that i was charged the full amount for a session. i have been in communication with the support employees at headway, who originally expressed concern and then ultimately advised that they were going to side with the provider. all because she told them that we had a rescheduled "session" and that's what she put in her files and notes. so they won't even issue a refund or delete my account as i have requested. unbelievable. don't make the mistake of trusting this company

I was overcharged by nearly 10x for service and was lied to about insurance verification. I actually called my insurance company because the price I was quoted was not in line with my normal benefits. The insurance company told me Headway had not contacted them to verify my benefits. This service may be great for providers but less so for patients. Dealing with an unethical business is traumatic when they are claiming to be of assistance. Now I’m awaiting the insurance company to process the claim that they filed one month after charging me. This has also caused financial repercussions for me as those funds were earmarked for other medical care.

I was charged $200 over my copay amount for a session in February 2024. Headway claimed their insurance verification service was down, and once Headway was able to verify my insurance I'd be charged the copay amount and refunded the excess charge. Nearly 8 weeks later, and not only have I not received my refund, Headway also "successfully" charged the correct copay amount for my March session. I have contacted Headway multiple times trying go get resolution. My attempts are met with typical corporate evasion. You can't speak to a person. Headway has an "AI" assistant to chat with that is not helpful. Headway customer service representatives don't know how to address the problem and keep providing "we are looking into this" responses. It has been 8 weeks of runaround. AVOID HEADWAY.

This used to be such a great service. Unfortunately, last four months they've had the following message: "Many services, like Headway, rely on a third-party system to verify benefits and confirm session costs. Unfortunately, this system is currently down — an outage impacting hundreds of companies nationwide. We’re currently working to verify your benefits, which typically takes up to 14 days (and may take longer with insurer systems also overwhelmed)" I've waited more than three months now. They are not responding to emails. From my perspective, it seems they've given up on keeping the service up and running. I'm looking for alternatives. If anyone has any suggestions, I'm all ears! UPDATE: Before anyone at headway responds to this with "please contact us on headway (dot) co/contact and we will help you out". Anyone, try it yourself, go to that page, select "billing & insurance" and then "Benefits" and you'll see that they just send you to a generic information page (same as the message above). No way of getting in contact with anyone. EDIT 2: … and now they came back with a generic response here on trustpilot. Didn’t even ready my post? Sending me to a form to contact you that doesn’t give any option to actually contact you. And the “you can still use the service” comment fails to mention that this would have to be 100% out of pocket. Good to see you’re still trying but the whole claiming an external party doesn’t defend you not being communicative. And, for the record, i have found another service that can verify insurance so at this point i doubt your claim and blame on the third party.