Reviews

Review Details

• Review fromStacy H

  Date: 07/02/2025

  1 star
  I had the simplest request for them to tell me what was wrong with the insurance information and it took them 20 emails to do nothing so I had to go manually fix it and now after I fixed it I just asked them one question is the information incorrectly and 10 emails later three days later I still havent gotten an answer as they keep passing the ball.

• Review fromNicole S

  Date: 06/19/2025

  1 star
  If we could give 0 stars we would. They play games with your insurance even when you know/understand your coverage. Then overcharge you and say "we will refund you" and that will never happen. We've been fighting with them for months now- and it's still not right. On top of overcharging you- they will not allow for any other sessions to be had, which is the whole point of this....needing to speak to a mental health professional. This has been more than a nightmare and I would NEVER recommend using anyone who is involved with Headway in any way, shape or form.

• Review fromJames C

  Date: 06/15/2025

  1 star

  James C

  Date: 06/15/2025

  Ive had multiple frustrating and concerning experiences with Headways billing system, and I no longer trust them with my payment information.I have a $0 co-pay for all therapy sessions. A couple of months into using Headway, they said that my insurance plan coverage had changed and that they would now be charging me a $10 co-pay for each visit. I called my insurance and they said there had been no change in my plan or coverage and that therapy still had a $0 co-pay. This lead to a whole back and forth with Headway to get them to reimburse me and stop charging. How did they come up with my plan changing? How long were they going to charge me $10 per apt if I hadn't gone back and forth with them about it? How many other people have they done this with who didn't have the time or energy to go back and forth with them?Most recently, they ran a series of unauthorized $1 test charges on my card without notifying me or logging them in my billing history. This included a $1 charge, an immediate refund, and then another $1 charge, all unannounced. My credit card flagged the activity as suspicious and advised me to block the merchant because this is a common strategy scammers use before making larger charges. After that, Headway removed my valid payment method and is now requiring me to add a new one, even though I have a $0 copay and a clean payment history with them, in order to see my provider tomorrow. Between the lack of transparency, unauthorized test charges, and previous overbilling, I dont feel theyre responsible enough to handle patient billing. If you're a provider thinking about using Headway, or a patient whose provider works through them, be prepared for billing issues, poor communication, and unnecessary stress.All of the back and forth and phone calls over these issues has created a completely unnecessary time **** and I don't expect that to change any time soon.

  Headway

  Date: 06/17/2025

  Thanks for the review and so sorry you're having this experience. It looks like you've written into our Support team who will be able to assist further! A member of our team will reach out to you within the next business day.

  James C

  Date: 06/20/2025

  After again, days of unproductive back and forth, my issue has still not been resolved. It would be so easy to have automated emails sent when you are doing "test charges" and accurately reflect "test charges" in your billing history. This is less than the bare minimum. Now despite me having a $0 copay, Headway is not submitting my claims to insurance which is harming my providers. Highly suspicious that the two $1 test charges and one $1 refund adds up to -$1 and not $0. How many members would actually dispute being charged $1? As a business model, if Headway intentionally is racking up small incorrect charges, like the $1 "test charge" and the $10 copay from their 1 million customers, that adds up..

• Review fromElise S

  Date: 06/14/2025

  1 star
  I have medical benefits with policy number A and behavioral health benefits with policy number B. After over a month, they finally stopped trying to revert back to my medical policy number. I got a notification stating my benefits are expired, because they ignored my behavioral health benefits, and once again substituted my medical benefits. I cancelled with my providers. I wont be using any provider that uses headway. Oh and you cant talk to anyone. Its only email M-F, so your sessions will get cancelled on Monday when they change your policy again randomly.

• Review fromMorgan G

  Date: 06/09/2025

  1 star
  Their billing system will withdraw money from your account, when they know they made a billing error. They advertise not to check their billing, because if they make a mistake they will fix. Randomly they will charge your credit card $1.00 with no explanation.

• Review fromBarrett C

  Date: 06/06/2025

  1 star
  It was working fine until I switched insurance through my job. Now I'm out $200 and I keep getting the same canned responses about why I'm not getting that money back, even though through their website and my own insurance it was verified that the sessions would cost $0. "Since there's a constant flux of providers entering and leaving an insurance network, insurance companies tend to update this information on their end at a specific cadence."I've seen that line now about 12 times and it's driving me insane. I am not an insurance billing specialist, and I don't need your education about how it works. What I do need is my money back. I've been through 4 different support **** with them over about 30 messages, and I even got a different response when I talked about how awful they were on their ******** page. Now - great news! - it's confirmed that it will be $0 "moving forward". Well, there is no "moving forward". I'd have to be a sucker to be $200 in the hole with them and then invite them to keep billing **** can only guess that they are trying to wear me down until I exhaustedly surrender the $200 they've decided they're "sorry to say that we will need to hold off on refunding until we are able to verify the correct cost of your sessions". I've seen this sort of white collar criminal copy and paste nonsense before. ***** this company before it latches on to your money and decides it'll let go of it when it feels like it.

• Review fromDavid Y

  Date: 05/31/2025

  1 star

  David Y

  Date: 05/31/2025

  Headway's platform displayed "$0.00" charges for all therapy CPT codes after I provided complete insurance info. Provider also confirmed via text that I'd "pay zero after two sessions."Attended session based on these representations, then received surprise bill for hundreds of dollars. When disputed with screenshots, Headway blamed "system error" but refused to honor their documented $0.00 quote.Platform shows unprofessional providers (therapist conducted sessions from couch via phone, sent non-functional PDFs, wasted entire session reviewing basic questionnaires).As a third-party billing service, Headway has professional duty for accurate verification. Their "system errors" shouldn't become patient costs when we rely on their official representations.Warning: Screenshot all pricing before sessions - their platform misrepresents coverage

  Headway

  Date: 06/05/2025

  Thank you for the review and sincerely sorry you're having this experience. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. We appreciate your patience. 

• Review fromThiyagarajan C

  Date: 05/29/2025

  2 stars

  Thiyagarajan C

  Date: 05/29/2025

  My insurance covers headway. They billed my insurance $450/session. This was just for 50 min of talk therapy. These charges are outrageous. For comparison, an ophthalmologist billed the insurance $1000 for a bunch of eye scans and tests. I had met my deductible and I still had to pay 10% which was $45. Most other places I have taken therapy at have billed my insurance $150-$180. When I contacted customer service, I was told everything looks right. Their initial estimate when booking the session was $15 out of pocket which means they would have billed the insurance $150. But they ended up billing three times that amount.I dont trust their billing practices. I would stay away from them.

  Headway

  Date: 05/30/2025

  Thank you for the review and sincerely sorry you're having this experience. It looks like you've written into our Support team who will be able to assist further. A member of our team will follow up with you within the next business day.

• Review fromWhit A

  Date: 05/29/2025

  1 star

  Whit A

  Date: 05/29/2025

  Headway's policy is to estimate the cost of a provider's session in advance and charge that, then adjust the charge after the file with insurance if it's uncorrect. My insurance covers 80 percent of my appointment cost. They charged my payment on file 90% of the cost (rather than 20), then when my insurance sent a check to Headway for their portion (80%), they did NOT reimburse me. This happened twice for appointments that occurred three and four months ago with reimbursement checks that were sent to them more than two and three months ago. So they had amassed 170% of the cost of the session in both instances when combining what my insurance paid and what I paid. I only finally received the refund owed to me after spending hours on the phone and over email speaking with my insurance, my provider, and Headway. They offered NO explanation as to why they kept the money and did not reimburse me immediately. Either they are wildly delinquent I their business practices or they are fraudulent. *****.

  Headway

  Date: 05/30/2025

  Thank you for the review and sincerely sorry you've been having this experience. It looks like you've written into our Support team who will be able to assist with getting this resolved. 

• Review fromShayla L

  Date: 05/26/2025

  1 star

  Shayla L

  Date: 05/26/2025

  I wish I could leave a negative rating. Do NOT do business with this company !! They are borderline criminal. I saw my therapist for seven months under my previous insurance. I received **** saying my therapist was in network and my copay was zero because Id already met my deductible. Fast forward several months after leaving that insurance and Headway started doing session cost corrections and took over $900 out of account without warning, DESPITE me sending them scans of the ***** Im really sick but Im spending all my energy trying to keep them from STEALING more money. All their responses are scripted and meaningless, much like the one Im sure theyll leave as comment to this.

  Headway

  Date: 05/28/2025

  Thanks for the review and so sorry you're having this experience. It looks like you've written into our Support team who will be able to assist further! A member of our team will reach out to you within the next business day.