Reviews

Review Details

• Review fromMark B

  Date: 05/23/2024

  1 star

  Mark B

  Date: 05/23/2024

  Process initially seemed simple. I uploaded all my necessary documentation including my insurance information which they said they accepted. There was a notice on my Headway account that said my insurance carrier was "working to get us the information we need to verify your benefits" and that I could pay in full for any upcoming sessions with a refund later. I made the appointment anticipating that it wouldn't take long for them to verify my insurance. It's a major company that I've been with for ************************************************** our network. However it's been 3 weeks and still nothing. Needless to say, I cancelled the appointment and told the therapist about what was going on. She recommended that I contact them directly for assistance. Ha! That was a joke. No phone number and the chat is a bot that just keeps repeating the same thing. After this fiasco I started looking at the reviews and saw this was just their normal standard operating procedure. I can't believe therapists are associating themselves with this disaster.

  Headway

  Date: 05/28/2024

  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 fromColleen R

  Date: 05/17/2024

  1 star
  I was in therapy almost a year when they contacted me to tell me my insurance is not covered. I owe over $1500 and I filed a grievance for the rest of the time. Contacted my family member who also had the same therapist only to find out they've been billing their old insurance and it's not covered. Most likely the new insurance is not as well which leaves them $4,000 in debt. Not only do we both owe money, we also lost an excellent therapist. I'm not understanding with the rating and complaints how they are Even in business anymore. This is my first visit for reviews and it's extremely appalling! They are literally ruining people's lives. I would never believe they are looking into any of these complaints nor doing anything about them regardless of their comments back! They get one star because I can't leave it blank. Otherwise it's negative 0 stars!

• Review fromAnita V

  Date: 05/03/2024

  1 star

  Anita V

  Date: 05/03/2024

  Absolutely no provider phone number. Completely dropped me in the middle of the credentialing process stating that they only get you started on the platform and then you're on your own. I got no responses from anyone that I had been in contact with. If you go onto their website and hit contact, it takes you in a loop of FAQs but no way to really contact them. Apparently they want to make the money off of you, but they don't want to provide you with support. If you rely on them, you are in big trouble. You can't even find someone to respond to you.

  Headway

  Date: 05/07/2024

  We're sorry to hear that! If you could please reach out via our chat or contact form (****************************************), a member of our support team would be happy to help out. If you're looking for phone support, one of our support agents will be happy to schedule a call for you! 

• Review fromDana C

  Date: 05/01/2024

  1 star

  Dana C

  Date: 05/01/2024

  I would give zero stars if I could. The therapists time is respected, while the clients time is meaningless. The therapist I was matched with was horrible! I was also charged for a missed appointment that was cancelled within minutes of being made, and then charged for it Be very careful!

  Headway

  Date: 05/02/2024

  We're sorry to hear that you haven't had a good experience! If you could please reach out via our chat or contact form (****************************************), a member of our support team would be happy to help out.

• Review fromKathleen S

  Date: 04/04/2024

  1 star

  Kathleen S

  Date: 04/04/2024

  Platform doesn't give patients necessary billing info. Insurance gets convoluted easily and nobody seems to know how to resolve it. Therapists are unable to assist their patients with figuring things out so patients are left to fend for themselves. No customer service number, only chat, but chat disconnects if you need to look at a document. It takes hours to get an issue resolved instead of minutes through a phone call. Platform has the expectation that patients waste hours of their life reading through all their policies before they will even consider providing support. The fact that my therapist uses this terrible platform leads me to question his judgment generally.

  Headway

  Date: 04/05/2024

  Hi there! We're sorry to hear about the experience you've had with Headway. If you could please reach out via our contact form (****************************************) via your Headway account, a member of our support team would be happy to help out. We offer email support, chat support, and phone support when requested. Thank you in advance, and we look forward to resolving this for you!

• Review fromSpencer N

  Date: 03/25/2024

  1 star

  Spencer N

  Date: 03/25/2024

  They will scam you out of your money. Theyre system for checking if your insurance covers headway was down for weeks. They said that they accepted anthem ******************** (which was a lie) and they took weeks for them to tell me it actually wasnt accepted. Now Im out $400. There is no phone support line. Their website is beyond terrible and hard to use. They dont actually care about their patients.

  Headway

  Date: 03/26/2024

  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 fromJoanna S

  Date: 03/04/2024

  1 star

  Joanna S

  Date: 03/04/2024

  This platform is awful. First off and majorly, they don't have a phone support line. Every time I have an issue with them, I go around in circles and wait for an email response back, when it could be resolved so much faster if I could speak to someone on the phone. It is only the beginning of March and I've had two massive issues already that have taken hours and hours of my life and compounded stress:1. I got new health insurance at the beginning of the year and it kept coming up as not active and I would have to do out-of-network sessions. Repeatedly, this happened and I had to keep emailing to get this resolved.2. I met my deductible and they kept charging me the full amount. I caught this and told them, and gave them the claims number. My provider had paid them out weeks prior (meaning they've been double paid), and again it was going back and forth, having to keep repeating myself. They keep telling me I owe the full out-of-pocket, they keep coming back with incorrect information. I feel like I'm in the Twilight Zone, looking at my EOB saying one thing and them giving me something else. They try to overcharge the provider, but don't put in the claim to reprocess. It is borderline ridiculous and again, I am unable to speak to anyone on the phone. It's not pennies that I'm fighting to get back in my refund. And they say they have "a diligent team." If that was the case, why is it 1 month and 3 overcharged visits later and hours of me fighting before this begins to get looked at? I'm sure that my therapist uses them for a logical business reason, but the stress on the other end of this is insane.

  Headway

  Date: 03/05/2024

  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 fromCristiane G

  Date: 02/23/2024

  1 star

  Cristiane G

  Date: 02/23/2024

  This company should have a review system for the professionals. The client should post a review because most of their professionals take phone calls during the sessions and all say that it is an important call and that the patient is at life risk more than 3 times during the session and all sessions. Then 10 to 19 minutes later and tell you a sad history. I do not want to hear what the other patient is suffering. I already have my own problems, and its the reason that Im going to therapy. I do not know if this is correct to do since the professional didn't say the patients name. They also text while in session. No respect for the client at all. Some of them have written on their profile what they are offering and include a 15-minute free; this is how they select if they want to work with you. They discriminate patient against a patient based on the clients situation, so they do offer what you are looking for, but then they select you according to your situation. They are not here to help you but instead to use the insurance money. They study to help and sounds very nice but is not the true reality.

  Headway

  Date: 02/26/2024

  Thanks for the review and so sorry you're having this experience. A member of our support team has reached out directly to resolve this issue for you. Please direct any additional questions to our support team, and we'll be happy to help! 

• Review fromMonica C

  Date: 02/15/2024

  1 star

  Monica C

  Date: 02/15/2024

  Headway is billing me for my therapy sessions and not my HRA. My HRA has issued a check to Headway and Headway cannot or will not tell me if that check has been received so that I can be reimbursed. I was charged $272.00 and my providers rate is $175.00. My provider is equally as frustrated with this company as I am. You cannot speak to anybody by phone and I only get a runaround in emails after I REPEATEDLY send them emails. DO NOT USE THIS COMPANY if you can avoid it.

  Headway

  Date: 02/16/2024

  Thanks for the review and so sorry you're having this experience. It looks like you're currently in contact with our Support team who is working with you on this! If you have any further questions or issues, please reply there and they would be happy to assist. 

• Review fromTiffany C

  Date: 02/15/2024

  1 star

  Tiffany C

  Date: 02/15/2024

  I contacted Headway to let them know that I had been charged out of pocket for 2 visits despite having met my deductible 10 days prior and being covered at 100% after my deductible. They lied to me and stated I was subject to a higher family deductible rather than my individual deductible. I called my insurance company to verify that I only needed to meet my individual deductible. I asked Headway for a contact number so that my insurance could reach out to them, and they refused to provide it. Once my EOB was available for the visit where the deductible was met, I again reached out to ask for a refund for the subsequent visits, and Headway again lied to me, stating that while they now know my deductible has been met, they don't know the "exact date" despite it being listed on that EOB. They're now waiting for all subsequent claims to process before issuing a refund despite having no right to overcharge my deductible in the first place (my deductible and coinsurance are listed on my insurance card). I called the No Surprises Hotline, and they directed me to file a complaint with the **************************, which I have done. I'm also disputing the charges through my credit card company. This company has unethical billing practices and horrible customer service. I'll never see a provider who contracts with Headway again.

  Headway

  Date: 02/16/2024

  Thanks for the review and so sorry you're having this experience. It looks like you currently have an active ticket open with our Support Team, so someone will be following up shortly to provide you with a resolution here. If you have any other questions, feel free to reply there and they will be happy to assist!