HeadwayReviews of headway.co

Couldn’t process my health insurance. They kept saying I have Aetna, when I have AmBetter. Didn’t matter how many people I talked to, or how many times I shared my ID information, it simply didn’t register with any of them. Staggering level of ignorance and ineptitude.

I had a disappointing experience with Kimberly Davis through Headway. I scheduled a 15-minute consultation, and she failed to call me (not once, but twice) even after the appointment was rescheduled. As someone who was actively seeking therapy, this was discouraging and unprofessional. When people reach out for mental health support, reliability and communication are incredibly important. Thankfully, I was able to find a therapist locally in my hometown, but I hope this feedback encourages better communication and follow-through for future clients.

I got in writing a confirmation of my copay and that the insurance would be billed for the remainder. I got this before ever scheduling an appointment. They charged the full "estimate" of services to my card and when I pointed out the mistake they refuse to fix it. They are attempting to collect twice on this (which is a very common practice these days for medical/therapy providers apparently). They claim they will refund any difference, but why in the world would I trust them if they won't bill the way they promised in the first place. They are preying on people who need help and in my case someone who almost lost a child due to a tragic medical event that was extraordinarily expensive and stressful. They should not be allowed to prey on consumers like this.

I was quoted $26 per session for therapy based on my Cigna insurance before I started. I completed 5 sessions relying on that estimate. Weeks later, Headway sent “session cost correction” emails retroactively raising the real cost to over $130 per session — more than $100 extra per session, adding up to $700+ that I was never told about upfront. I never would have booked 5 sessions if I’d known the actual cost going in. Headway has been auto-drafting my HSA card to collect these retroactive charges, including an attempt to pull $211.10 recently. When my card declined from insufficient funds, they simply tried again rather than reaching out to work out a resolution. Looking into it further, this isn’t an isolated incident — other reviews and BBB complaints describe the same pattern: a low upfront estimate, followed by a much higher bill after sessions are already completed, with support directing people back to a generic customer service process rather than resolving it. If you’re considering Headway: confirm your actual session cost directly with your insurance company before booking, and don’t rely solely on their upfront estimate. This billing model puts the financial risk entirely on the patient after the fact.

They are used by Orenda Psychiatry and never even billed my insurance, they just charged me $380. My insurance doesn’t have a claim on file. You can only talk to a bot. Horror company. They don’t bill insurance, they scam you out of money and leave you without a provider to maintain your antidepressants. How many others have been left in such a dangerous situation?

Headway is completely negligent when it comes to fixing billing errors. They incorrectly charged my card for insurance copays,and overcharged for multiple sessions, and trying to get it resolved has been an absolute nightmare. Their customer service is entirely useless—there is no phone number, and you are forced to deal with automated bots or generic email templates that ignore your actual problem. Even when you get someone on the phone, it's the run around story. I need more therapy after dealing with this nonsense. They completely refuse to take accountability for their own system glitches. It feels less like a healthcare platform and more like a corporate cash grab that leaves patients stranded with wrongful charges. Do not trust them with your credit card or your insurance details.

Trying to get an email changed, because I mistakenly put in the wrong email, could not be done. I have had other issues, but that was the most frustrating. 4 days of communications and attempts. Your system says one thing to me "that email is connected to another account" when I try to edit the email in the account. The mother told the email doesn't exist. A simple change of email to connect my mistake could not be done.

Unhelpful and ineffective customer service. Do better.