HeadwayReviews of headway.co

Love my therapist but today we missed an emergency appointment when we both were there but the app didn't connect us. This has happened before. I have no choice but to use this system; it's a monopoly where I live. NOT AN IDEAL SYSTEM FOR KEEPING YOURSELF SAFE IN CASES OF SUICIDAL IDEATION. Just sayin.

I was charged for cancelling my appointment. Do note, I was very sick and didn't want to get my therapist sick so I did the right thing by cancelling the night before, after I made an appointment with my doctor. I told the therapist this and she said to talk to Headway. Then Headway said to discuss with my therapist. Who is responsible for charging me? I'm really upset over this. I liked my therapist, and now I'm very disappointed. I won't use these services again.

Headway consistently bills to insurance incorrectly. They have falsely informed me 8 times in one year that my care and/or provider were not covered by my insurance. They have caused all of my EOBs for mental healthcare this year to be incorrect. And it's impossible to speak with a real person or achieve a permanent resolution to this ongoing issue. Customer service is atrocious, AI chatbots are insultingly unhelpful, and the lack of concern for getting billing right is an outrage.

This company seems to offload almost all labor to AI agents. Four different times, Headway over-charged for sessions with my therapist (Headway billed me $133 and I should have paid $30). Then, when I followed up on their "customer service chat", I talked to an AI who accused me of sending the wrong Explanation of Benefits form. If I hadn't pressed the agent multiple times and sent through my documentation over and over, I wouldn't have gotten a full refund. Shame on this company for replacing human labor with AI and letting customers (literally) pay the price.

I have had a frustrating experience with Headway’s billing support and escalation process. A client’s insurance was initially processed incorrectly as in-network due to a manual entry error on Headway’s side. This led to sessions being conducted under inaccurate coverage expectations. When the error was later identified, the proposed resolution required my client to pay the full private pay rate upfront and wait for reimbursement, despite the issue originating within Headway’s system. I made multiple requests (five in total) to have this reviewed by a supervisor or someone with the authority to approve an exception. Unfortunately, those requests were not acknowledged or escalated, and I continued to receive responses that repeated standard workflow without addressing the specifics of the situation. As a provider, my priority is continuity of care and minimizing financial burden for clients. In this case, the available solution placed unnecessary strain on the client and created barriers to continuing treatment. While the platform itself has benefits, this experience highlighted significant limitations in billing flexibility, error resolution, and access to higher level support when issues fall outside standard processes. I hope Headway improves its escalation pathways and develops more provider supportive solutions for situations involving internal errors.

I signed up with this company because I actually needed to speak to a therapist this week. After 2 reschedules and setting up with another therapist ( Dr. Clayton Connelly) and waiting in their "virtual" waiting room for over 45 minutes I have come to the conclusion that this company is a scam. My time is equally valuable and I feel perhaps I am due my "hourly fee". I will be forwarding all information to my states inspector general for further investigation. Regarding the response from Headway, you not only have my email address, but also the exact same phone number requested. What you do NOT have is my permission to use said phone number in any way. Y'all charge clients $50 for a missed appointment. How many clients have you reimbursed for their wasted time due to failure on your part. I do not have a client number and to my knowledge have never been given one. I can't sign into the headway portal to retrieve it because I cancelled the account. I'm sure y'all can search my name and find the information you need. I already gave you the name of one of the therapists and he had no trouble locating my contact info. The other therapist who kept rescheduling, less than 24 hours in advance was Katia Tikhonravova.

The therapist is great but it's nearly impossible to use this website. And they have absolutely no one to answer the phone. So if you think there's an insurance problem you can just forget it. You will take at least an hour to talk to somebody in chat and you'll have to deal with AI before you ever even deal with a person. I thought I found a therapist I liked but now I'm going to have to cancel the appointments with her because of this stupid service. It's just terrible. Do yourself a favor and don't go there.

This company is pure fraud. It is set up to make money off people’s pain. Please do not give them your credit card information guys. There’s not even a customer service link. The whole therapy game is a big set up for greedy corporations like this. They will take money from you and victim blame, making it hard for you to even remove your own banking details. This is a disgraceful plan by design.