Reviews

Review Details

• Review fromAllyson H

  Date: 01/30/2025

  1 star

  Allyson H

  Date: 01/30/2025

  They are horrible to deal with. They charged us $265 after we tried on multiple AI chat boxes to explain that we have a copay not a deductible. I receive automated responses about a deductible. We have called our insurance company multiple times to check this and I sent them a screenshot of our policy. The insurance company has not received a claim from them to even tell them what we owe. They have no incentive to refund the money so I doubt I will ever get the refunded amount. This is has been an awful experience.

  Headway

  Date: 02/04/2025

  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!

• Review fromChandra B

  Date: 01/10/2025

  1 star
  I have had a similar experience as a therapist contracting with Headway as Melissa G below. I left Headway in August and they still have me contracted with insurance panels that I do not wish to be contracted with. I did an exit interview with them and tried communicating via email to their support team several times and was not successful. They never provided what they had promised to begin with--higher rates, Medicare billing, a point of contact, etc.-- so I dropped them within 6 weeks of starting. The emails I received from their support team seemed to be written by either AI or people whose first language is not English.

• Review fromAndrew K

  Date: 12/29/2024

  1 star
  They charge a $100 cancellation fee if you cannot make your scheduled appointment. Ive never heard of a cancellation fee being that high. Also, life happens to people. This should be understood especially from a mental health platform. When I contested the fee, their response was, Headway is primarily used for billing and insurance purposes, and it is not a scheduling or communication platform.Yet, they confirm appointments and will take your money however they dont respond when you text them if you cannot make the appointment. Headway and the doctors offices make plenty and they dont need to be charging this absurd amount. Ill never refer them or speak of them in a good manner to anyone I know.

• Review fromSasha G

  Date: 12/19/2024

  1 star

  Sasha G

  Date: 12/19/2024

  Finally trying to seek therapy as a 37 year old mother of two who recently suffered the unexpected loss of her mother. I was finally put in touch with a therapist I thought I would like. Over a tele-visit, we scheduled out several of our sessions. The next session I received an e-mail that it had been cancelled by the Therapist, and I was charged $75. Unsure of why I was being charged for a session I did not cancel. Come to find out, she had rescheduled our session from 8pm! to noon! without even checking if I was available. I work full time, and noon would be me doing the therapy session at my job. The 8PM session was cancelled the same day. Frustrated, I cancelled the rest of our upcoming appointments. I attempted twice after that to schedule more therapy with a different therapist and as soon as I received a confirmation for the appointments, I would then receive another message shortly after that it was cancelled. I am in law enforcement and have helped many people who are under severe mental health stress. They explain to me ON SCENE how therapy doesn't help, and no one cares. I am now seeing firsthand how this is true.

  Headway

  Date: 01/23/2025

  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 fromArielle G

  Date: 12/05/2024

  1 star
  I had worked with Headway as a therapy provider since March 2022 and initially had a positive experience. I recently decided to become an out of network provider, and asked Headway to depanel me from insurances. Headway repeatedly told me that the depaneling process would take at least 60 days, which matched what insurances reported as well. However, rather than remaining an in-network provider during the 60 day depaneling process, I was immediately labeled as an out of network provider by the insurance companies. Upon reaching out to insurance carriers directly, some reported I was never credentialed with them as an in-network provider, despite submitting claims successfully for over 2 years. My *** was affiliated with Headway's Tax ID, and therefore the insurance carriers had little to no record of my existence as a provider in their system. While Headway had told me not to see patients with these insurances through their system after starting the depaneling process, they did not state that I'd be immediately labelled out of network. It seems deceptive to say they're depaneling a provider, when they're removing an individual from their own credentialing. When I reached out to Headway for assistance, I received a form email saying I'd hear back from a specialist within 72 hours. 3 days later, I received another email saying I'd hear back within 72 business hours. I'm concerned that Headway isn't obligated to assist me at this point, and was not clear about what depaneling with them actually means for providers in their system.

• Review fromMelissa G

  Date: 11/16/2024

  1 star
  As a therapist, I was credentialed with insurance companies individually through my own group *** and EIN long before signing up with headway. After getting credentialed through headways group, I decided I did not want to move forward with headway. I asked to be removed from headway, and that headways group NPI and EIN be dissociated with my individual NPI. I also asked that during this process, headway be careful NOT to affect my individual contracts with insurance companies, ensuring my original group ***/EIN is unaffected so that I can continue billing through my private practice. Despite multiple emails and requests for clarification, I was not given any reassurance in this area, and instead received copy/paste vague explanations about the depaneling process, leaving me uncertain whether headway would be completely depaneling me from my insurance contracts, including my private practice EIN/NPI. I still do not know headways process for depaneling, despite multiple requests for clarification. I am hoping that the process does not affect my individual NPI/EIN with my previously existent contracts. If my private practice group ***/EIN is inadvertently dropped from my insurance contracts through headways depaneling process, it would be devastating to both my livelihood and my current patients who are in active treatment with me. Leaving a group practice is standard practice, and I did not appreciate the vagueness and fear mongering involved with attempting to leave headways group. If this somehow messes up my previously existent contracts with my own EIN/***, I will seriously consider filing a lawsuit against headway.

• Review fromConner S

  Date: 11/13/2024

  1 star

  Conner S

  Date: 11/13/2024

  I'm a therapist who signed-up for Headway a few years ago to get on 2 panels I was not independently paneled with. I thought their sales pitch was too good to be true, and I wish I had listened to my gut.I had noticed that referrals directly from all insurance panels, aside from ones which Headway does not work with, had completely dried up. I thought this odd as I used to get tons of referrals. I recently found out that Headway has somehow changed my business phone number to theirs in all the insurance provider directory listings. What this means is that if a potential client were to look at their insurance panel's listings to find an in-network provider they would find my business but with Headway's number. They are literally redirecting business away from me and to themselves instead. This is affecting my income and also affecting my professional reputation. Most people would find it off-putting if a potential therapist did not answer their own phone and the number was instead for a random business. I also don't know what Headway is communicating to potential clients about why they are getting Headway and not me, why they are saying I am not available to provide services, etc. I have only received 1 referral from Headway in several years so they are clearly taking my potential clients and referring them to other providers. This is all incredibly unprofessional.Headway also states that if you leave you can take "your" clients with you, but "Headway clients" must remain with them. By their redirecting my referrals to them it turns all my potential clients into Headway clients. This is another method to harm therapist's businesses. Also, no practice "owns" a client- people have free will.I am in the process of detangling from them and will likely need to spend a few hundred dollars to have my billers fix this mess. Headway will harm your business, be wary.

  Headway

  Date: 11/15/2024

  Thank you for taking the time to share your feedback. If you can reach out directly to our support team, we'd be happy to address any further questions or concerns you have. 

• Review fromSheryl N

  Date: 11/08/2024

  1 star

  Sheryl N

  Date: 11/08/2024

  Therapist was horrible. She was literally reading from notes. We never met in person or via Zoom. We spoke on the phone and was charged $400 for first session. She needed to leave our session halfway through because her dog jumped her fence. One session she never showed up. (By showed up, I mean called.). She cancelled two other sessions. I sent Headway a support ticket asking for new therapist and never received an answer. There is no live customer service. I think this place is a scam.

  Headway

  Date: 11/11/2024

  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 fromOlivia F

  Date: 11/06/2024

  1 star
  REFUSES TO USE HEALTH INSURANCE I switched to Headway to be able to use my health insurance with my therapist. Nearly every month (over 6 times on their records), I had to reach out to their customer service to dispute fraudulent credit card charges. My health insurance covers therapy IN FULL. I also have an HRA. Headway does not have a phone number as my *** insurance agent and I tried to contact them together to inform them of exactly what my coverage is. The Headway customer service representative ******** is claiming that my 45 minute sessions are $656 a piece. This is incorrect. Headway continues to try and tell me the limits on MY INSURANCE and they are repeatedly incorrect. Ontop of incorrectly charging my credit card multiple times, they are charging my health insurance too! They are charging twice for the same appointment. As another reviewer noted, they are double dipping! The times they "fixed" their error was a 5-7 business day credit card refund. No other business that accepts health insurance commits this kind of ********. There is NO REASON my personal credit card should EVER be charged. They need to bill my health insurance. Please read the other reviews.

• Review fromMatthew L

  Date: 09/26/2024

  1 star

  Matthew L

  Date: 09/26/2024

  I signed up for a Therapist and included my insurance carrier information. It was said I was in-network and proceeded to have 3 sessions in a 3 week period with my approved Therapist.I received an email earlier this week saying my therapist was in fact out of network and I could no longer see them. No apology. No admission of failing to vet or confirm the information I had provided. It said my insurance was approved and my therapist was in-network. Even after being notified, I logged into my account and it still said my Therapist was in-network.I strongly advise you to tread lightly with this company. They don't have anybody confirming or validating the information you provide. And even worse, they have zero interest in owning up to their mistakes or lack of integrity. They treated this botched situation like I'm a college student adding/dropping a class instead of making a serious error that impacts someone's mental health and well-being. It took me 40+ years to start therapy and now I'm being told to find somebody else and start over. What an unprofessional and disgraceful display on behalf of Headway.I still haven't received an apology or admission of negligence, and I will continue to complain and make noise until I do.

  Headway

  Date: 09/27/2024

  Thank you for reaching out, and we want to offer our sincerest apologies for the confusion and frustration that this caused! We know navigating the mental health care system is tricky enough as it is and we definitely don't want to add to that challenge. Our team will be in touch shortly to assist with this issue. Thank you for your patience in the meantime, and we look forward to resolving this for you!