Monday, November 9, 2026 · Customer reviews of US businesses
The Fair Hearing score
Great
2,418 reviews
HeadwaySelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Headway is building a new mental health care system that everyone can access by making it easy for therapists to accept insurance. Today, we're the largest mental health provider network in the country, with 34,000 providers across race, gender, ethnicity and specialty working with Headway to serve patients through insurance. Patients can schedule care within 48 hours via one-click booking at headway.co, or can get care through a referral. The company operates in all 50 states and the District of Columbia.
Headway (headway.co) has 2,418 customer reviews on The Fair Hearing, with an average rating of 4.0 out of 5.
Showing 72 reviews with 2 stars · Clear filters
No referrals
By Nicole G.
Response from Headway· Aug 10, 2026
Hi Nicole, Thank you for sharing this. We understand how important client referrals are — especially when that's a key reason for being on the platform — and we hear your frustration. Referral volume can vary by location, availability, and insurance, but we'll make sure this feedback reaches the right team. – Adam
Be Wary of Headway! Yes, the credentialing and the EHR run smoothly. HOWEVER, if you ever need customer service to fix something don’t expect them to be helpful. It took four representatives and an hour and a half of being on the chat to finally get my issue resolved. The second representative messed the whole thing up even more. It makes me wonder if they use Google translate. As a result, I lost a customer. They had to cancel their session and this is not the first time that it’s happening either. Another client of mine who I was bringing to headway was told that her insurance will not cover the sessions until her deductible is met when we knew that her insurance covers the sessions at hundred percent. After countless of emails and chats and my customer sending the prove from a chat with her insurance that the deductible does not apply to mental health services. They finally came back and said yes that’s correct but all four times previously they were saying she needs to pay out-of-pocket until the deductible is met. This is very unprofessional and as a result we’re losing clients. I don’t know if I would recommend headway.
By A H.
Response from Headway· Aug 5, 2026
Hi Alina, Thank you for sharing this feedback — we're glad to hear credentialing and the EHR have been working well. We're sorry the support experience hasn't met the same standard, and we take concerns about accuracy and the quality of escalation seriously. For privacy reasons, we can't discuss account-specific details publicly, but we'd like to look into what happened and make it right. Please reach out through our support channel so we can route this to the right team: https://care.headway.co/contact – Adam
As a provider this platform is not user friendly. My first patient couldn’t connect to video.
By Sarah P.
Response from Headway· Aug 1, 2026
Hi Sarah, We're sorry to hear your first experience wasn't a smooth one — that's not the start we'd want for anyone. We'd like to make sure you have everything you need to get going. Please reach out to our support team here and we'll help get things on track: https://care.headway.co/contact – Adam
I fully enjoyed the therapist that I worked with. Where I was met with a problem was when my insurance was denied. Not being able to calm and speak to someone affects the validity of this experience. This is a healing journey. It should be more person to person. I have insurance. You all accept it. Why haven’t you been able to verify? Now I’m left without mental health care.
By K.
Response from Headway· Jul 22, 2026
Hi K., Thank you for sharing this. We’re glad to hear you had a positive experience with your therapist, but we’re sorry to hear about the frustration around insurance verification and not being able to connect with someone directly when you needed help. Because insurance and account details are specific to each person’s situation, we’d like our support team to review this with you directly. Please reach out here so we can look into what happened and help clarify next steps: https://care.headway.co/contact – Adam
I’m not getting replies on a timely basis.
By carmengreensteinlcswgmail.com
Response from Headway· Jul 16, 2026
Hi Carmen, Thank you for sharing this feedback. We understand how important timely replies are when you’re trying to get questions answered or issues resolved. We appreciate you calling this out and will share it with the team as we continue improving the support experience. – Adam
issues with email verification and account recovery ticket. first help ticket went nowhere, second time they were able to resolve after back and forth via email. Would have been solvable in 5 minutes over a phone call with a real person. same issue again with "setup" with another provider using this platform not a month later
By Unknown first name Unknown L.
Response from Headway· Jul 11, 2026
Hi Rachel, Thank you for sharing this feedback. Account access and setup issues can be especially frustrating when they take multiple messages to work through, and we hear your point about wanting a faster path to live support. If this issue is still coming up, please reach out here so our team can review the account details and help get you connected to the right support: https://care.headway.co/contact – Adam
My issue is the billing code. I couldn’t bill due to a change in insurance. They responded in a timely manner but wanted me to do the updated of the insurance. This is why I use headway so that I don’t have to do this part. This is the second time I have to tell the representative to do it…meaning reach out to the customer and do what needs to get done so I can sign and bill. They need to be more proactive.
By Dayra S.
Response from Headway· Jul 11, 2026
Hi Dayra, Thank you for sharing this feedback. We’re glad the team responded in a timely way, but we hear you that billing and insurance updates should feel easier to work through — especially when they impact your ability to sign and bill. Your feedback around more proactive support is helpful, and we’ll share it with the team as we continue improving the provider billing experience. – Adam
I cannot for the life of me get ahold of anyone to assist me in moving my clients over to my headway portal from another platform.
By Cathy
Response from Headway· Jul 8, 2026
Hi Cathy, Thank you for sharing this. We want to make sure you get the right support for moving your clients into the Headway portal. We have Customer Success and CX teams who can help with provider setup, portal guidance, and next steps for this type of transition. Please contact us here with your account details so we can route you to the right team for assistance: https://care.headway.co/contact – Adam
