Reviews

Review Details

• 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! 

• Review fromIfe D

  Date: 02/12/2024

  1 star

  Ife D

  Date: 02/12/2024

  This company is a scam. I've been using my therapist for over a year. Recently found out that they are taking money off of my debit card since early January without my knowledge after not submitting the claims to my insurance company even though my therapist is still in network. My insurance stated they would have accepted the claims but Headway chose not to send them in. Beware of this company. You cannot get in touch with them except via their website which doesn't even work properly. They say fill out a request form but you have to have an account. It won't accept my email to see if I have an existing account nor does "forgot my password' pop up like they claim it should, so I cannot check if I have an existing one. They also don't respond to direct emails so there is no way to get in touch with them. My therapist has sent five requests to them with no response. So essentially they keep your debit card # on file and charge you, hoping you won't notice. Took almost $400 off of my card. They are unprofessional and unethical. Please do not register your information with them. I've reported the to the Better Business Bureau and will take it from there. I luckily have a friend who is a lawyer so will be consulting him too if this is not resolved. Do not let them get away with charging you without your knowledge. Better yet, don't use them.

  Headway

  Date: 02/13/2024

  Thanks for the review and so sorry you're having this experience. We definitely do reply to our emails and would be happy to help look into this for you. If you could please reach out via our contact form (****************************************), a member of our support team can help out!

• Review fromErin M

  Date: 01/12/2024

  1 star

  Erin M

  Date: 01/12/2024

  Im also a therapist contracting with Headway and have also had significant issues getting them to let me use my *** for my W9. Im a single-member LLC so Im effectively taxed the same as a sole-proprietor and should be allowed to use my *** assigned ***. I literally have a document FROM THE *** telling me the *** thats been assigned to me needs to be used on ALL BUSINESS RELATED TAX DOCUMENTS. Headway is REFUSING to allow it. My tax professional has warned me against using my SSN, and so have many other tax professionals for people having the same issue. Commingling business and personal creates a lot of personal risk for me (and every other SMLLC) and Headway support continues to regurgitate the same information and refusal. I spent a week going back and forth with support on this, with no resolution, and have now been going on another 3 days with no resolution. I even contacted the **** with no resolution. Ive used my *** on other W9s and have had zero issues. This shouldnt be a problem, but Headway is unnecessarily making it one, and are forcing me to incorrectly fill out an *** document.

  Headway

  Date: 01/16/2024

  Thanks for the review and so sorry you're having this experience. It looks like you've been in contact with our Support team and they have provided all of the correct information. Our team will reach out to you again within the next business day to follow up and thank you for your patience.

• Review fromViktoria M

  Date: 11/27/2023

  1 star

  Viktoria M

  Date: 11/27/2023

  Headway double charge for therapy sessions, they charged me and my insurance the same amount. They claimed that there is some kind of deductible I have to reach before my insurance pays for my sessions and I will have to pay only 10% copays after $500. Well after 2 sessions I was notified by my insurance that my copayment should have been $35 from the very first session as headway was in network provider as per their agreement with my insurance. There was no deductible for me to reach. I contacted headway and requested a refund as my insurance have already paid $124. And I was told that my insurance filed it all wrong and I will not get any refunds and I have to wait for changes to be update in their system. I contacted my insurance and I was told that there would be no changes and I should have paid for each session $35 and everything was correct in their system, basically headway lied to me. If I knew about that deductible that was made up by headway I would never I even consider scheduling any appointments. Headway doesnt even have a real phone number that customers can call. The communication is all via email only. Once they charge you you will not see your money back even if your were lied too and overcharged. Stay away from headway and everyone who uses them for their billing purposes.

  Headway

  Date: 11/28/2023

  Thanks for the review and so sorry you're having this experience. We'd love to help look into this for you as it sounds like you have an HRA which is not automatically detected by our system. If you could please reach out via our contact form (****************************************), a member of our support team will gladly assist you here!

• Review fromChassitty F

  Date: 11/17/2023

  1 star

  Chassitty F

  Date: 11/17/2023

  I am a therapist contracting with this company. They have several customer service issues which have led to many therapists leaving the platform. Generally I see more good than harm from them, so I have remained. However, currently they are withholding the pay and the tax documents for myself and thousands of other providers who are "sole proprietors" as our tax designation, because their W9 system does not allow for sole proprietors to have their **** issued to their EIN rather than their social security numbers. My accountant has advised me that I should under no circumstances file under my social, it must be my EIN, and the accountants of dozens of other providers have already confirmed the same for them. Regardless, Headway refuses to correct this problem. It is unacceptable that they are withholding the pay and tax documents of providers (so we are currently working for free) unless we incorrectly complete our W9 forms and receive ****s to the wrong federal identifier which can cause grave issues with our taxes and relationship with the *** moving forward. This behavior on their part is gravely concerning, unacceptable, and likely illegal and many of us are currently looking into the legality of this given the dire implications of incorrectly filing under our social security numbers.

  Headway

  Date: 11/20/2023

  Thanks for the review and so sorry you're having this experience. We'd be happy to help further here. If you could please reach out via our contact form (****************************************), a member of our support team can assist. 

• Review fromLaKita M

  Date: 09/26/2023

  1 star

  LaKita M

  Date: 09/26/2023

  I scheduled an appointment with a provider initially and the first provider never called or showed up for my appointment. Against my better judgement (and at the urging of a fellow provider), I rescheduled my appointment with another provider (*************************) shortly after and was very excited to see her. I listed my work email as my primary contact (since I am in patient care as well) and I typically check my email messages frequently throughout the day. My appointment was scheduled for 6pm and I waited patiently to receive a link for the televisit that I was scheduled for, but I did not receive a link. I received a call from the provider at 6:22pm in which she stated that she wanted to know if I preferred to conduct the visit via phone or e-visit (which it was initially scheduled for) and this was upsetting to me. I had to rearrange my schedule in order to have this visit and to conduct it after the fact would cause another conflict for my class schedule. She never apologized for her delay or even introduced herself as the provider that was supposed to meet with me. I work in a clinical setting and I conduct televisits with our patients on a daily basis, so I am very familiar with the process. I told her that I no longer wanted to go forward with the visit since she was late and unapologetic about the delay (as well as being overtly unprofessional in the process) and I would be filing a complaint about the interaction. A few minutes later, I received an email in which this same provider wrote in an email that I was a no show for the visit with her and she did this in an attempt to collect a no show fee (in which she was not only the offender, but she was dishonest about). I informed her that I would be filing a complaint regarding the matter and I would dispute all charges associated with this interaction. She has still attempted to collect money for services that were never rendered. Disgusting and unethical!

  Headway

  Date: 09/27/2023

  Thanks for the review and so sorry you're having this experience. Currently it looks like there is one cancelled appointment with no charge attached on your profile, but we'd be more than happy to look into this further for you and get you set up with a new session. If you could please reach out via our contact form (****************************************), a member of our support team can help out!

  Headway

  Date: 09/27/2023

  Following up as it looks like a member of our team has reached out to assist!

• Review fromToni M

  Date: 09/12/2023

  1 star

  Toni M

  Date: 09/12/2023

  Im a customer and Im also a therapist. I will never in the future use headway for myself or my clients. The estimate benefits is not accurate. Headway takes no accountability for giving wrong estimates. Headway should stop offering benefits estimate and just advise clients to contact this provide. My estimate was $30 and then I got a bill for $111 for the remainder. I reached out to headway customer service and they were not helpful at all. I dont understand how they are in business with how they handle their affairs. I really liked my therapist but Im canceling all services with headway.

  Headway

  Date: 09/13/2023

  Thanks for the review and so sorry to hear about your experience. It looks like a member of our team got in touch to resolve this for you and you're all set up for your next sessions with your provider. If there is anything else we can assist with, please let us know and we would be happy to help. 

• Review fromJanet C

  Date: 09/07/2023

  1 star

  Janet C

  Date: 09/07/2023

  This business appears to be a scam: I think reporting them to CAQH, the insurance companies directly, the board could be a start to stopping whats happening. They dont know what they are doing and will not respond when I said I had questions because one of their agents provided me with incorrect information. It sounded like insurance fraud. I was starting be process but told time to stop accessing my accounts I no longer want anything to do with them. They suggested you could choose to continue with keeping cash paying clients even if you are credentialed with that insurance since they were already clients. Im pretty positive you can not do this even though I am not enrolled with any insurance companies. Just sharing my experience.

  Headway

  Date: 10/27/2023

  Thank you for reaching out to share your concerns with us. We'd love to help clarify anything for you. Currently, we're not seeing any account or communications with the email provided referencing this conversation. We're reaching out to you should you like more information and to follow up further.