Headway HQ - New York, New York

DaJah B.

If I could give this company zero stars I would. Pretty much like everyone else said. I was told my insurance would cover 90% of my sessions meaning I would pay about $14 pets session after attending about 3-4 sessions I would receive an email stating going forward sessions would be $100 per session. Needless to say I discontinued service and have proof that I canceled with the therapist. Little more time goes by and now they’ve sent out an email saying I owe them $100. I was charged $85 this morning from them with two pending transactions? I think the best thing any of us can do is sue this company in small claims court or dispute the charges with the bank because we aren’t going to get refunds from them. I don’t understand how they are getting away with this

Chelsea B.

For my first appointment on this website, the provider was a no show. They called shortly after and rescheduled me on their own without asking if that worked for me. I went in and canceled it and still was charged $75 (though their site says it would be $10 until insurance processes it). I sent a complaint to the provider and the help desk of Headway as I didn't know if it was them or Headway. The provider sent back a message full or grammatical errors, so I couldn't even understand what they were saying. Headway said it was on them. The provider said it was on Headway and they did not send my money back. I had to dispute the charge with my credit card. Based on all the other low level reviews here, I see no one else is having fun either. Stay away!

Malina D.

I have used this service to find a therapist. One member of my family attended 1 therapy session and during the session it was stated that online therapy was not an option.

The provider we saw volunteered to remove us off the schedule. I did not authorize any subsequent visits. Needless to say the sessions were never removed. My card was charged for appointments that were never received.

I had contacted them via phone and email to have my money refunded. I demanded proof for the supposed attended services. Since they were online and recorded it would have been easy to provide the proof. They did not provide proof because there were no sessions.

Finally, I was told that I was being charged because I had not cancelled the scheduled appointment, which I did not make or authorize myself.

I managed to get in the app and cancelled all future therapy sessions.

I contacted them for a refund and I have not been issued a refund. I am contacting my bank to file a complaint.

Before you contract this company I would read the fine print and monitor your credit/debit card for any discrepancies.

Mary-Brent B.

The therapist I found on my own is great, headway that she uses is not. So many mistakes; it feels like I am always contacting them to resolve an error or putting a calendar reminder to myself to reach out again after their required amount of wait time

Ridmi C.

Patients and Providers -do not use this platform. I have no issues with the providers on this app, as they also appear to be victims of this platform.

Similar to other reviews, customer service is atrocious. You won't be able to reach them by phone. Everything is handled through their ticket system. Due to their inadequacy, it took them over a month to resolve an insurance matter. This company may have outsourced its customer service, as my questions were ignored or responded to in a script-like manner. The issue is not the customer service reps but the higher-ups who are not concerned about their customers' well-being.

Christine S.

I was a Headway provider and this company is unethical.

They changed my phone number to theirs in insurance panel provider listings. This redirected my referrals to them. This happened in panels that I was both independently credentialed with and also contracted through them. This change of demographic data was done without my knowledge, permission, and it caused harm as a once consistent referral source completely dried-up and potential clients were unable to find me. When contacted, Headway acknowledged they did this and said I would be on my own to fix it.

They also do not honor their contract. The contract clearly states that I need to provide 30-days written notice to leave and they refused to honor this and instead stated it would be up to 60-days.

They have horrible customer support. Customer support is through a chat function which is not responsive and at times not accurate.

In addition, when I first signed-up w them they described themselves as only doing billing and I could run my practice as I wish. Overtime they have started making more demands on how I ran my practice from sending forms to my clients, pushing to store notes on their platform, etc.

Headway is a large Venture Capitalist backed business where they hire mental health practitioners as 1099 contracts. Signing with them, you are agreeing to work for a huge multi-state group practice not run by mental health professionals. Their main goal is not quality of care, supporting therapists and prescribers, but it is to make money. They are also in cahoots with insurance companies: Health Care Service Corporation (HCSC), the largest customer-owned health insurer in the US, led a strategic investment in Headway, a mental health startup, and operates Blue Cross and Blue Shield plans in Illinois, Montana, New Mexico, Oklahoma, and Texas.

They do not have our or our clients' best interests in mind.

J D.

The absolute WORST company!!!! Everything is run by bots. It's impossible to talk to a human. You cannot. It should honestly be illegal to run a company in this manner. I have a lingering insurance issue that could have been cleared up in one day. It is now going on over a month. To make matters worse, they have my CC on file and I have no way to remove it. This company's mission statement is a joke, helping people find the mental health care they need? You will need triple the mental health care after trying to deal with them.

Michelle

Everybody who has a problem with Headway a/k/a TherapyMatch needs to file a Complaint with their State Attorney General Office - Health Care Billing Division. Headway breaks every Rule in Health Care Confidentiality, HIPAA, Health Care Billing, and overall in keeping Clients' Financial Information Secure. No Website involved in Health Care Should Be Allowed To Make It IMPOSSIBLE to Remove Your Credit Card Details. Headway makes it impossible to speak with a human being - so they don't have the overheads associated with labor laws, salaries, contracts, call center costs, etc. I have an insurance issue that could have been cleared up if Headway called my Insurance Co. or allowed my insurance claims rep to call them. Instead it's now month THREE and it's still not resolved and they have charged my credit card over $700 that I don't owe because my insurance company already covered it. Headway's Mission is not to support your healing journey, but instead it's to keep Charging your Credit Card Forever!