Reviews

Review Details

• Review fromChristopher J

  Date: 04/29/2025

  1 star

  Christopher J

  Date: 04/29/2025

  This is a review of Headway's billing practices and no way reflects on the therapists that use this service for billing and patient ************* partner has received therapy with her therapist who uses Headway for billing and the therapist is great. We normally pay our regular co-pay and didn't think much of anything, until recently. For many, many months, we paid the co-pay and all was well. All of a sudden, we started receiving bills for full service instead of paying the co-pays. We checked with our insurance and there were no changes in coverage and the therapist was still in-network.The only way to contact them is through their on-line ticketing system. There is no phone number to call to talk to a live person. We submitted a ticket asking for a correction as their charges were clearly a mistake. They said they looked into it and they confirmed just the co-pay. They closed the ticket and did not offer any refund.A few weeks later, we were billed for three more sessions at full price. We opened another ticket and they are "investigating." I have no hopes of receiving the money we are owed and will be initiating a charge-back from our bank. We are owed closed to $700 ****** NOT use this company as you will be billed incorrectly and never get your money back. They are fraudulent and take advantage of people that are unaware.

  Headway

  Date: 05/02/2025

  Thank you for the review and so sorry you're having this experience. A member of our Support team will reach out to you within the next business day to work on a resolution. 

• Review fromAutumn D

  Date: 04/24/2025

  1 star
  This f****** place decided it was okay to not inform me my therapist changed while asking me to move my appointment. The worst of it was it was a therapist that couldn't even take my times anymore. Didn't bother reading my profile before hand. F these unethical people. They should not be in this business with how they treat people.

• Review fromOlivia L

  Date: 04/24/2025

  1 star
  Headway is awful - they wrongfully billed my old insurance for over a month and it took weeks for them to correct the mistake. They also charged me for a session that I was covered for and I have no idea when I'll be reimbursed. Their customer service has no urgency and they also give you virtually no information other than "we're working on it." Steer clear of this service.

• Review fromTrina S

  Date: 04/17/2025

  1 star
  If I could leave a negative review I would! My provider charged me for two sessions that I never had with her in Headway. I had EAP codes that I was going to use in Headway, but they charged my card I had on file for two sessions that I didn't even have in Headway. Their customer service is HORRIBLE! No phone number and they told me they would call me but it would take three days and no phone call. Disgusted with this company. DO NOT USE.

• Review fromHeather J

  Date: 04/14/2025

  1 star

  Heather J

  Date: 04/14/2025

  I love my therapist and when he went to Headway I figured it'd be fine. They haven't been sending claims to my insurance. I've reached over my deductible and they keep billing at the high rate, waiting the full 90 days to send a claim. My insurance and I have tried multiple times to get them to send claims over but they keep lying that he isn't in my network, despite my therapist sending proof he is. I hate to change providers but this company is putting me in a bad spot with the rest of my medical bills.

  Headway

  Date: 04/17/2025

  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.

• Review fromKenyetta D

  Date: 04/13/2025

  1 star

  Kenyetta D

  Date: 04/13/2025

  I scheduled my initial consultation with a provider. She messaged me via text message regarding scheduling the appt and the time. After the appt for scheduled she then still via text confirmed the appt with me. I was unable to keep the appt due to the financial aspect because of the copay. I thought my financial situation would be different in a couple of weeks so I just sent her a message saying I could reschedule the appt for 2 weeks around the same time as my previous appt. O heard nothing back regarding my appt rescheduling as I was expecting this by text as that had been our previous correspondence. I get a random text this week's saying that she is waiting for me for my appointment. I figured that this was in error since I had heard nothing about this appt. I do not check my email often. So I dismissed this as some type of mistake. I wake up the next morning to bring charged a ***** no show fee. I sent her a message on the headway site explaining my concern. Why would I no show of i know I would be charged a 75 no show fee when I'm having financial hardship and couldn't afford the 25 copay to see her. She then tells me communication is key. Basically letting me know I will not be refunded for the appt I didn't make.

  Headway

  Date: 04/17/2025

  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.

• Review fromSusan A

  Date: 04/10/2025

  1 star

  Susan A

  Date: 04/10/2025

  I had an interview with ***** and planned to begin the credentialing process this weekend. However, I have been pushed for the past 48 hours to complete paperwork when I am not able to. I have told him numerous times I did not want to give out my password to my CAQH profile. I also told him that I needed to update the malpractice insurance as it is inaccurate and not correct. He has not listened and Ive just discovered that an intake form was completed on my behalf. I have not signed anything or given an all clear to do anything with my information. I also just received a copy of my insurance that was filled out by someone and it was not me. I did not do this. I did not OK any of this. This is fraud. This is illegal. He took my personal information and used it as he wanted to. I never gave permission to use my information or give access to my CAQH. I never even got the chance to review any policies and sign. He took what information was given and did as he pleased. This is my only experience with them and they committed forgery and fraud.

  Headway

  Date: 04/11/2025

  Thank you for sharing this 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 reach out to you within the next business day.

• Review fromDesiree B

  Date: 03/30/2025

  1 star

  Desiree B

  Date: 03/30/2025

  I have been a Headway provider for almost three years. At this time, I am stuck in limbo waiting to have issues resolved due to a technical glitch in their credentialing process while my patients are without therapy. I have issued close to 12 service tickets for the same problem, each remaining unresolved. I realized today that there is no company here, just phantom AI agents. I have been responding to emails written by AI. Last year, I went unpaid for months due to their inattentiveness. Complex and abstract issues are going unaddressed because of the lack of staffing and sophistication of their program. Im sorry for my patients. This is an absolute travesty.

  Headway

  Date: 04/01/2025

  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.

• Review fromDaniel C

  Date: 03/24/2025

  1 star
  An absolute joke of a company. They don't know how to bill insurance, and they don't give you a phone number to get information. They tell me different things from what my insurance tells me. They lie to you. Below is what I went through with them.1. Told me my plan was out of network.2. Billed my insurance for 3 months despite telling me my plan was out of network.3. Emailed me that my plan was not active even though nothing changed 4. Told me they would look into it. 5. Told me my plan was out of network and to contact my insurance for more information. I call my insurance and they say theres no issues and I could be seen through headway using my insurance.6. Told Headway this.7. Told me my plan was out of network ********'s like they don't know the processes that are going on in their own company. Their customer service tells you nothing. A joke. Do not use this company.

• Review fromKurt S

  Date: 03/19/2025

  1 star

  Kurt S

  Date: 03/19/2025

  As many other people say, absolute scam. Clearly billing my insurance way more and then estimating costs extremely low only to tell you that you owe almost 4X the amount than initially stated. If that were the case, I would have just paid my therapist directly??? Absolutley unreal they are s******* people over looking for mental health help like this.

  Headway

  Date: 03/20/2025

  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 reach out to you within the next business day.