Headway Reviews 1,438

Signed up to work with a provider I liked and worked with before from a group practice that they left to practice solo (I found them on Headway and joined specifically to work with them). I setup my account and appointment with the provider easily enough. I got various emails from Headway for account setup and both the appointment confirmation and reminder.

I am on the app a few minutes prior to my appointment and find that I have an invalid link for the teleconference (link is the Zoom homepage and not a Zoom session).

I message the provider on platform informing them of this (who has not messaged me at all up to this point and I have only received automated messages thinking all is well).

I simultaneously open a chat with Headway CSR to figure out what's going on. It starts as an AI chatbot but gives the option to switch to a human agent. The agent, in this case, did not contact the provider to help sort things out like a medical practice group's receptionist would have done in this situation.

I then see in the chat with the provider that they canceled the appointment 10 minutes in. They left me no reply to my message asking for a valid teleconference link.

45 minutes after the appointment start, I get another chat from the provider stating they emailed me twice with no response from me and sent me their Zoom link. All of this correspondence was done off-platform and not using Headway's chat feature. So, instead of pasting the Zoom link any time from minutes before the session to ~10 minutes into the session when they were logged into Headway where they (assuming there is no auto-cancel) manually decided to cancel the session for my "non-attendance" when there is evidence in the chat of me messaging them prior to the appointment time to get a teleconference link and was doing what I could to attempt to have a session, they just cancel the session.

The provider's message was that they do not use Headway's built-in Zoom, hence why they emailed me their own Zoom link and they had emailed me twice, prior to this, with no response. So, she claims to have tried to reach me by email when the appointment was scheduled a week prior. She doesn't hear back from me and ASS-U-MEs that her email is going through, sends the teleconference by email as well.

Provider apologizes for the confusion and says she is cutting back on patients and will email me referrals. I never got the referral email.

My email is a Google Apps email (not generic Gmail) for over a decade. Information Technology is my field. I checked spam and all folders for evidence of emails from the provider. There is no evidence of these emails.

I then contacted two other providers on the platform. BOTH of them message me ON PLATFORM as the initial messaging. They send multiple alternate contact information. One even sent SMS and email to sign me up on their practice management, separate from Headway.

Based upon the above, the provider I came here for is not good with technology and managing their solo practice to the same standard as others do (or the practice that they left - one phone call to the receptionist would have solved this problem).

I presented my case (with screenshots) to Headway CSR. They sided with the provider and I'm being charged a $75 no-show fee. Despite this being a technology issue all of the provider's doing by not using their platform to ensure communication with me and assuming that their email must not be at fault, I'm the one responsible?

I feel for the folks in the mental health field who are overstressed, overworked and underpaid, however, once you go to one of these platforms, you are now in business for yourself and all these "little things" someone else was hired to handle for you as an employee elsewhere are YOUR problem, whether you like it or not. It's a business and "the customer is always right" attitude is heavily ingrained. I owned a retail small business and have a non-retail business, so believe me, I feel the pain here but I have had to swallow THOUSANDS of dollars over the years to handle situations like these and in this case, Headway is pointing the finger at the practitioner and won't get involved as it's "their individual policy" but they are the billing intermediary and could absorb the $75 easier than the practitioner. This practitioner is a representative of their platform, so Headway, since you won't take action, you get a 1-star review.

Debating if I should continue to work with either of the two alternates I'm trying on here specifically because of how this has been handled by Headway.

Might have to relay this story to them and see if they are on another platform if I end up wanting to work with them or just look for another platform that understands that without patients, they don't have a revenue source.

Headway gives you a very low estimated cost so you get locked in with a provider and then months later charges you sometimes HUNDREDS of more dollars that you are not expecting for several sessions. Do not trust their estimates!! Now I am in financial stress and without a provider.

After a few consultations, I received information that I need to pay the full price. I can't recommend this company, so I think it's not right that you get started off with one price and then after a couple of months, you pay full price.

They charge your card randomly whenever they feel like it . Then they make excuses about “bugs” you can’t even call them so you have to fight for your money back via email . This happened to me more than 3 times with the amounts ranging in the hundreds of incorrect and un permitted, unpredictable charges . Random amounts as well. If your therapist has other ways of billing , I suggest you NEVER use Headway . Seems like a lot of fraud goes on, on their end . 0/0 let me be your hero. DONT use this site unless you have to! And then CLOSELY monitor the card you chose to put on file.

Great communication between therapist, client and Headway!

Responsive and informative response to my question!

Headway is a great place to get help with billing and managing new clients. headway has wonderful support people who keep you on track the entire way through your application and information you need to provide for credentials. There is a wonderful library of knowledge available to therapists to help them write good treatment notes, write a short biography for clients, how to set up a calendar, etc.

The support they give to providers make it easier for you to focus on patient care knowing they take care of everything else. I am very impressed.

It would be nice to have the ability to speak with someone. The responses to questions are scripted responses and not personal to me. You have to eneter several different tickets to speak with someone.

Great company to contract with! I love partnering with Headway.

The platform has been easy to use and allowed me to focus on clinical work. When there have been issues with client insurance or billing, I am provided answers quickly from Headway customer service. I have also found the AI assisted notes helpful.

I appreciate the platform to help with dealing with insurance companies. With the new portal changes, I miss the verification of payment after submitting session details. I also am so confused about the new Verification Comments next to the insurance about the client. It makes it harder to know if I am allowed to schedule and intake or not.

Customer service replied quickly and provided the information I needed.

I feel like Headway closes help center tickets before they are completely solved, and the chat bot is worthless.

The headway customer service is the best! They answered all my questions and helped me with my insurance. They communicated very well and very timely. I would recommend them to everyone!

Making changes and improvements, including adding more insurances covered and AI progress notes!

Everyone at Headway is always helpful, professional and friendly. Thank you!

Easy-to-use EHR, convenient ways to make insurance accessible, convenient referral option.

My questions are answered as promptly as possible but I would like to have the option to speak directly to a person on the phone or to have the option of "other" in chat.

Easy software, easy access to support.