Headway Arvostelua 1 424

I have had a frustrating experience with Headway’s billing support and escalation process.

A client’s insurance was initially processed incorrectly as in-network due to a manual entry error on Headway’s side. This led to sessions being conducted under inaccurate coverage expectations. When the error was later identified, the proposed resolution required my client to pay the full private pay rate upfront and wait for reimbursement, despite the issue originating within Headway’s system.

I made multiple requests (five in total) to have this reviewed by a supervisor or someone with the authority to approve an exception. Unfortunately, those requests were not acknowledged or escalated, and I continued to receive responses that repeated standard workflow without addressing the specifics of the situation.

As a provider, my priority is continuity of care and minimizing financial burden for clients. In this case, the available solution placed unnecessary strain on the client and created barriers to continuing treatment.

While the platform itself has benefits, this experience highlighted significant limitations in billing flexibility, error resolution, and access to higher level support when issues fall outside standard processes.

I hope Headway improves its escalation pathways and develops more provider supportive solutions for situations involving internal errors.

I signed up with this company because I actually needed to speak to a therapist this week. After 2 reschedules and setting up with another therapist ( Dr. Clayton Connelly) and waiting in their "virtual" waiting room for over 45 minutes I have come to the conclusion that this company is a scam. My time is equally valuable and I feel perhaps I am due my "hourly fee". I will be forwarding all information to my states inspector general for further investigation.

The therapist is great but it's nearly impossible to use this website. And they have absolutely no one to answer the phone. So if you think there's an insurance problem you can just forget it. You will take at least an hour to talk to somebody in chat and you'll have to deal with AI before you ever even deal with a person. I thought I found a therapist I liked but now I'm going to have to cancel the appointments with her because of this stupid service. It's just terrible. Do yourself a favor and don't go there.

When requested an appointment, I was able to visit with someone in person within the week, and I didn't have to get on any waiting list. I was treated with dignity and respected as a person and not a number on a list.

Headway is a great website to find a therapist. I filtered to fit my needs and found a great therapist.

This company is pure fraud. It is set up to make money off people’s pain. Please do not give them your credit card information guys. There’s not even a customer service link.

The whole therapy game is a big set up for greedy corporations like this. They will take money from you and victim blame, making it hard for you to even remove your own banking details. This is a disgraceful plan by design.

They charged me $252 for a single session that should have been covered by my HRA. They charge immediately -- just withdraw the funds from your debit card. No invoicing. Then it takes months to get reimbursed. Also, someone (Headway or the provider) scheduled an appointment without letting me know, sent me a "reminder" the night before. I canceled it, but was charged the next day anyway. They rely heavily on unresponsive, AI-like chat customer service. Typically move you from one "representative" to another several times and have you waiting for long periods of time. They're out to make these kinds of errors and hope people give up. Right now I'm struggling to get my account completely inactivated and my payment authorization revoked. Surprise surprise, it's much more time-consuming than it needs to be. Awful.

I would avoid this platform. I was assured my provider was in network. When my insurance company told me otherwise, Headway refused to call insurance to clarify and resolve this issue. They told me at least five times to test assured there will not be any issue with insurance, even though I told them that information was inaccurate. As this was all over chat, it felt like I was talking to AI, although they assured me I was speaking to a human. When I told them I would have to stop services with my provider and Headway they did not seem particularly bothered, which makes me believe that they are less concerned with the individual client if their overall bottom line is stable. In contrast, when I had a similar issue with the Alma platform, Alma called my insurance and resolved the issue. Between the two I would definitely recommend Alma over Headway.

Terrible and unprofessional billing department with no clue how to properly submit claims to an insurance company. Instead of correcting there errors they bill patients. Just a fraud company….. Do not give them your credit card no matter what. NEVER! Otherwise they take money from your account before you even realize it. Also, stay away from therapist TZVI NOBLE. He is only worried about his license, not your wellbeing. His approach is dangerous.

I had a great experience with Betsy Kuruvilla PMHNP. She listened to my experience and was warm and comforting. She is thorough and asks questions to understand the patient's experience. There was no pressure, just warmth and reassurance. I'm looking forward to following up with her soon!

Headway overcharged me for two sessions already and then randomly sent me a huge bill for two other sessions. One of those charges is being evaluated by my insurance, and a Headway agent already told me the other charge was an error on their end and would be removed from my account. I woke up to find they charged my card on file for it anyway. These people are, at best, grossly irresponsible. I like my practitioner, but I don’t trust Headway at all.

I tried to make an appointment with a therapist for my daughter. Appointment was accepted and then cancelled within 15 minutes. No explanation. I tried again for a different week. Same thing happened, but then I received a private message from the therapist stating “ I do not allow individuals to schedule their own appointments “. I asked how to get an initial evaluation and no response. Very frustrating experience and I will look elsewhere for a better fit

I wish I could give a 0/5.

It took over a month for them to fill my prescription while they blamed it on the pharmacy on shortages (not true since I called the pharmacy). Ended up sending it to a pharmacy that didn’t take my insurance and cost me $300/month (when it was supposed to be $60). Cannot emphasize enough how terrible

They canceled and still charge me 75 and I went smh

I scheduled virtual sessions with my therapist and she was great, and easy to schedule with…BUT and this is a big but…I was not told that my insurance does not cover virtual sessions and they let me continue to schedule sessions without notifying me and I racked up a $450 bill…and now they are making me pay it all at once and it is completely irresponsible and ridiculous. It is their job to verify benefits BEFORE they schedule you. I have spoken to customer service multiple times and they just keep throwing their hands up like “sorry can’t help you”. It’s disgusting. They will not even delay my payments.

My therapist is awesome. She seems to be close to my age and for the things we discuss, that makes everything very relatable. She has been so helpful with a childhood trama that used to really bother me on a regular basis. Processing this event with her help is even notice by my wife.

No. Just….no.

Virtual therapy is pretty much one of the easiest things for a provider.

I’ve had two appointments and both were no-shows. When I use the chat for help… it made me wait about 10 minutes. When I explained what I was wanting to submit a report about… they said it had to be an email

The admin support on this platform is horrible. That is not as bad as the actual support providers who just never show up.

Terrible company.
They allow providers to book appointments within 24 hours on their end then you get stuck with $75 cancelation fees on appointments you never booked. This is a major scam that needs a class action lawsuit taken on.
Their customer service is garbage. After dealing with an AI chatbot you may finally get to a "live" agent in the same chat window. Keep in mind there is no way to cancel your account but through this "live" agent. There is no number to call no one you can speak with. You then have to jump through their hoops to finally get your account deactivated (hopefully). They will prevent you from removing your payment information once its tied to them which is very concerning. They pretty much control your credit card once you are a user.
I plan to reach out to any attorneys that specialize in digital rights of users to start a class action against this company for its violation of user/consumer rights here in the United states. If you are an attorney please contact me via email so we can discuss further. Thank you

The therapist I have been meeting with has provided such a safe space to go through old trauma that has been sitting there for decades and never got processed or resolved until now. She's made it easy to open up and talk about it, to work through challenging conversations, and to find new positive thoughts to anchor to instead of to trauma. The scheduling through Headway has been extremely helpful and I love the text and email reminders so I don't accidentally forget my appointments. It's been one of the most positive and helpful therapy experiences I've had to date and am so grateful!

Working with the team at Headway has been an excellent experience. The care shown by my support system reflects a compassionate, focused and professional service provider. Thank you Headway.