Reviews

Review Details

• Review fromCasey H

  Date: 09/03/2024

  1 star

  Casey H

  Date: 09/03/2024

  Scheduled appt in *******, ** with a therapist named **** ********* via Zocdoc (never have had any issues with zocdoc). I fill out all information and payment methods, all valid insurance info, and accompanying photos. I receive an email from Headway l that my appt will be cancelled as I havent filled out payment method. I have the screenshot so theyre already wrong. Now my partner and I are sure weve been scammed by Headway. The unfortunate part is Im no longer able to log in on their website, even after saving my password, then creating a new one. And theres no way to contact them without an account(ALTHOUGH I HAVE ONE!!), aside from the suicide hotline numbers they lazily place on the webpage.

  Headway

  Date: 09/06/2024

  Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience.

• Review fromDana A

  Date: 08/14/2024

  1 star

  Dana A

  Date: 08/14/2024

  I was charged a 125 dollar late fee, despite my therapist being late to every previous session that we had. I reached out to Headway customer service and sent them my correspondence with this therapist, and they did not see any issues with this. She and Headway did not even attempt to remind me of our appointment. Headway holds their patients to a higher standard than their therapists, which does not make any sense. I came to Headway hoping to improve my mental health, but they have done much more harm than good. I need even more help now. I had been to more than a few appointments and this therapist did absolutely nothing to help me. She only lectured me about sleep for over 20 minutes, and ignored all of my complaints. There were also numerous cancelled appointments from multiple different therapists without any notice. If I had done that I would have been charged a 125 fee. I wish I could get my time and money back.

  Headway

  Date: 08/16/2024

  Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience.

• Review fromPrathima N

  Date: 08/12/2024

  1 star

  Prathima N

  Date: 08/12/2024

  I had 12 sessions in '24 with a therapist through Headway. For each appointment, they charged me $118.They stated my deductible had not been reached so I would be charged the full amount. But even after I reached my deductible, they continued to charge me the full amount so I decided to look into all my health insurance claims. I discovered that ZERO claims had been submitted with my insurance by Headway. On top of that, my deductible had fully been met by other providers. Headway charged me a total of $1395 for 12 sessions. They should have only been charging me 20% coinsurance. At $23 a session, my total amount due for 12 sessions would be $284. Headway overcharged me over $1,100. Headway has yet to submit a single claim to my insurance company (CareFirst Administrators) for any of these sessions dating back to Feb 21 2024. It's been over 5 months and Headway has done nothing. I have tried reaching out to Headway in numerous ways but they list no contact information. None of my tickets have been resolved but Headway closed them on their end. Headway actively made it extremely difficult for me or my therapist to get in contact with them. Agents claimed Headway had submitted claims but my insurance was the one delaying the process because they had not processed it. I called CareFirst daily and they verified that nothing had been submitted by Headway. Headway then pivoted and claimed they fixed the issue and resubmitted all my claims. I was told that my issue was resolved, and they closed my help tickets. They say they will refund me once my insurance processes their claim. But since they have not submitted anything my insurance cannot process anything. It is illegal to bill a client and never submit a single claim for the sessions billed. As an in-network provider, you are required in contract to submit the claims for processing. 5 months later I still have no idea when Headway will refund the approximately $1,100 they wrongly took from me.

  Headway

  Date: 08/16/2024

  Hi there! We're so sorry to hear about the trouble that you have experience and would love the opportunity to correct it for you. We are unable to find a Headway account associated with the email that you have written in from today, but we encourage you to reach out to our team directly for further support. You can get in contact with us here: *****************************************. Thank you, and we look forward to resolving this for you! 

• Review fromSarah N

  Date: 08/11/2024

  1 star

  Sarah N

  Date: 08/11/2024

  I've tried to use Headway twice: once when my old therapist tried to switch from Grow to Headway and once when I tried to meet with a new therapist. Both times Headway said these providers were in-network but I had to pay for full sessions until I met my deductible - that's not true. My insurance covers 100% of mental health visits even before meeting the deductible. Which I verified with both my benefits package and insurance representatives. I did one appointment with my old therapist on Headway with hopes I could claw back my $150, but I wasn't successful so we went to back to Grow. This most recent time I wanted to see a specific therapist but she was only credentialed through Headway with my insurance so I tried again. I emailed customer support and this time they told me my insurance said I was only covered for mental health visits that were in-person. Again, I called my insurance and they had no clue what Headway was talking about. We tried to find the policy they were referencing and it was nowhere to be found - I've also never had that issue with other telehealth platforms. I tried asking if Headway could do a conference call with me and my insurance since we were getting different answers and I just got completely ignored. The only reason I tried so hard to resolve this issue is because I desperately wanted to see this specific therapist, but oh well ?????

  Headway

  Date: 08/16/2024

  Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience.

• Review fromRoslynd W

  Date: 08/06/2024

  1 star
  Reading the previous reviews, I'm glad I never even had 1 appointment with this business.I setup an appointment, and they went on to email me over 60 times within the next 48 hours (why??) threatening to cancel my appointment if I didn't put a payment card on file, saying it was my "last chance." When I checked my account, there was already an up-to-date card on file. So, I don't know what the issue was. They continued emailing with the threat, and today they emailed to say my appointment has been cancelled because of the lack of a payment method.I had to send their messages automatically to the spam folder after the first 20 or somessages. Their system is completely dysfunctional. There is no way to contact a human. The few times my provider messaged me, she was kind, but I could only send one message back to her for each question she sent me. So, if I had a follow-up comment or question, I couldn't go back to the chat thread and send a message.After all the stress of their ungodly number of emails, I was doubting if I should go through with the appointment because this company did not appear to care about the comfort or convenience of their clients.They saved me from themselves by canceling my appointment.And, Headway, please don't reply stating that you'll contact me in one business day, as you've said to other reviewers. I doubt you will actually bother to contact me; and frankly, after 60+ emails, I don't want to be contacted anymore by Headway, regardless.

• Review fromNikki J

  Date: 08/06/2024

  1 star
  This company billed my credit card in full for my initial session even though they had verification of my 10% coinsurance. I caught it right away and was told I would not be reimbursed until my claim was processed and I received my EOB. This could take ***** days!!! After four weeks of waiting, I emailed customer service and was told my claim had not even been submitted yet!!! I was also regularly reaching out to the provider who put in Help desk tickets as well. It was only at this point that I began receiving weekly updates on my issue. All told, the company continued to put the bulk of work on me when it was their error. I had to wait till my insurance patient portal posted the paid claim, and then upload that document to my account before any reimbursement was issued. They held my money for 6 weeks!!!! I see mine is not the first complaint on this platform. I urge providers not to use this company for billing purposes. And since they require a credit card on file, be wary as you may get charged in full when insurance covers you.

• Review fromLisa G

  Date: 07/13/2024

  1 star

  Lisa G

  Date: 07/13/2024

  I have 100% coverage with no co-pays, no deductibles, and unlimited visits under my insurance plan for talk therapy, verified by both my insurance provider and Headway. My therapist is unable to submit the information needed for Headway to bill my insurance without them having my credit card information on file. Even though this made no sense and my gut told me this wasn't right I willingly submitted. They bill my credit card and my insurance provider for every therapy session. They are clearly double dipping here! I am currently disputing the charges with my credit card company. When I have tried resolving this issue with Headway myself it goes nowhere as their bot system is completely useless and there is no one that you can speak to directly. I just received notice from my credit card company saying that they are unable to contact them as well. This has been an utter nightmare and has only added to the stress that I am being treated for in the first place! At this point I have paid over $1000.00 for 11 sessions that I should have paid $0 for. My therapist is doing everything she can regarding this issue to no avail. I feel that this company truly needs to be investigated especially after now reading other reviews on them and hearing my own story being repeated multiple times by users of Headway. I will seek legal action if nothing more than to expose Headway and save others from having to go through this.

  Headway

  Date: 07/17/2024

  Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience.

• Review fromFrederick R

  Date: 07/02/2024

  1 star
  I am a provider with Headway. When a problem occurs they are largely unresponsive, sometimes taking days to resolve what should have been a simple issue. I am currently attempting to resolve an issue where Headway shows me as uncredentialled for a client's insurance whom I have been working with for months and been reimbursed without problem by his insurance through Headway. This company sometimes seems chaotic and that the right hand doesn't know what the left hand is doing. ************'s review, below, captures some of the irresponsible, unethical and inappropriate behavior shown by this company and their complete inaccessibility to providers (and apparently to patients) when there is a problem.

• Review fromMadeline O

  Date: 06/10/2024

  1 star

  Madeline O

  Date: 06/10/2024

  My story is similar to those reported below. Headway overcharged me by over 14x the actual rate for a virtual office visit and only corrected the error because I bothered them across multiple contact platforms, including personally sending a customer support agent the processed claim from my health insurance clearly showing that I owed $25, and not the $362.96 they automatically charged me after my virtual office visit. Hours after they sent the invoice for my virtual visit, they sent me a message indicating that my co-pay had gone up from $25 to $362.96, which is not true, and never was; I sent them the information from my health insurance provider showing this to be the case. Didn't matter. I couldn't get a refund because my insurance hadn't finished "processing the claim" but they assured me that they'd issue me a new invoice once it was processed. Didn't happen. Basically, they can charge you whatever they want, with the promise that they will re-invoice you to make up the difference. (Word of advice if this happens to you: if you're overcharged, send your EOB/processed claim to an agent via the chat function on their website on a desktop computer and just keep the chat open, even if you have to leave; don't even bother emailing them). As other users have stated, there's no phone number. I honestly still think I'd be out $300+ if I hadn't been super annoying; I don't believe for a second they would have issued a refund as they state on their website; they also state on their website that they will confirm there are available funds in the account before charging. No evidence that happened. I would not recommend using this platform for mental health services, especially if you, like me, are vulnerable, living paycheck-to-paycheck, and just trying to seek treatment. I'm hoping that by posting this here I'm adding to the online paper trail of users who have experienced similar practices from them.

  Headway

  Date: 06/11/2024

  Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience.

• Review fromElaine S

  Date: 05/26/2024

  1 star

  Elaine S

  Date: 05/26/2024

  DO NOT USE THIS SERVICE. Wish I had read BBB reviews first. If I could give 0 stars, this is what I would give Headway.Story is same as ******* R below. I was even told by Headway that there was no fee and insurance would cover 100% of services. After a few months, received email notifying there was a change in policy and Headway RETROACTIVELY charged me $1000. Bait and switch. BEWARE. This looks like a common theme for Headway. Scamming the vulnerable.

  Headway

  Date: 05/28/2024

  Thank you for reaching out to share your concerns with us, and we're sorry to hear about the experience you have had! If you could please reach out via our chat or contact form (****************************************), a member of our support team would be happy to help out.