HeadwayReviews of headway.co

They are sneaky with their billing like other online platforms such as Betterhealth. The cancellation policy is fair, which requires 24 hours notice, but Headway will only notify you at exactly 24 hours before, which makes it impossible to cancel unless you log into the app frequently. Buyer beware, they're dishonest.

I tried to make an appointment with a therapist for my daughter. Appointment was accepted and then cancelled within 15 minutes. No explanation. I tried again for a different week. Same thing happened, but then I received a private message from the therapist stating “ I do not allow individuals to schedule their own appointments “. I asked how to get an initial evaluation and no response. Very frustrating experience and I will look elsewhere for a better fit

I scheduled virtual sessions with my therapist and she was great, and easy to schedule with…BUT and this is a big but…I was not told that my insurance does not cover virtual sessions and they let me continue to schedule sessions without notifying me and I racked up a $450 bill…and now they are making me pay it all at once and it is completely irresponsible and ridiculous. It is their job to verify benefits BEFORE they schedule you. I have spoken to customer service multiple times and they just keep throwing their hands up like “sorry can’t help you”. It’s disgusting. They will not even delay my payments.

my providers is absolutely fantastic. i believe the company themselves are guilty of questionable billing practices. don't bill me prior to billing my insurance. these systems are not correct or update and cause stress for patients when you surprise bill their already met deductible because someone couldn't make a phone call or simply wait to bill me until my insurance processes the claim. customer services is not helpful, bc what are they going to do.

As a provider on Headway I find it extremely frustrating to not always (especially during business hours) have access to a live customer service agent for them.

They begin by taking your payment information and providing you with an estimated cost based on your insurance. My estimated cost before my first session was $75 with in network insurance. After three sessions I kept getting emails from Headway regarding corrections in billing, and now I am being retroactively charged for a per session cost of $142. And of course, there is no telephone number or email address, just dumb virtual assistance to help you.

The website is easy to use to find a therapist that is right for you BUT what is not disclosed until you go through the entire process is that you CAN NOT book any appointment without adding a card on file. I have had issues with companies taking advantage of this in the past and asked if it was possible to just pay BEFORE each session. Unfortunately you can't proceed without a card on file. I went ahead and complied, but as suspected, the charges were not made as we went along and I had to contact the therapist to let her know that I was billed incorrectly. SHE was amazing and did everything to help me but I will NOT use this service again until they find a way to manage the payments better.

Headway has a multitude of issues, our nail in the coffin occurred when Headway refused to honor the terms of their referral bonus program. We followed every step, as we have done in the past and yet they refused to pay out what was promised to us. When we disputed the issue, they gave us a canned response. we've generated thousands of dollars for this company, and they were too willing to stiff us $200. One of the biggest issues is their inaccurate co-pay estimation. Oftentimes, they will say a client's co-pay is 0 dollars; then weeks or months later will correct the initial estimate and retroactively charge the client the new cost which can be upwards of $150 dollars in some cases. Obviously, the client is responsible for their co-pay. However, people generally do not like to be told one thing and then told weeks later that they now owe hundreds in past co-pays. The support team is slow, unreliable and oftentimes lacks knowledge regarding the issues they are supposed to help resolve. This makes disputing an issue or seeking resolution tiresome and lengthy. There is a reason their BBB rating is an F, protect your clients and your business and seek a different platform.