Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all I want to say that your mental health should not be tested by a billing company that you can't reach by phone and sole dependent on a email or a robot chat. Secondly, One that can't understand insurance and billing it timely. After being charged for my therapy appointments I was getting charged a co-pay. However, my Carefirst plan authorized free no deductible for all mental health. So I decided to look into it and after speaking to my insurance company Headway was sending all my charges at once. Once I was advised that the requirement to have claims submitted within I think it was ***** hrs that was not happened. Creating us a copay which was not our fault. Timely filing was the issue. We are still waiting for my husbands to be refunded as well from 1/2024. My husband wasn't charged for a period of time then I was. WITH THE SAME INSURANCE. We still have yet to receive a refund for his claims. I just want us to be refunded all money from my husband and my account and my provider has already switched us where w no longer will deal with Headway. This has become more hassle than the mental issues I was diagnosed with. I am lucky I don't have something seriously worse that may lead someone to far more consequences resulting in their failure to treat people with respect and do what they are supposed to do. ID tickets *******, ***********************, *******.

  Business Response

  Date: 06/12/2025

  Thank you for letting us know about this. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 
  

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yet another UPCOMING CHARGE!! For services I've already paid for! I'm filing my complaint about the company not the provider. The providers are decent. But I am being ROBBED. Headway keeps adjusting and resubmitting their billing and I have not even seen them this year! I want my account to be closely evaluated and I want a refund! The app will not allow me to take my card off, or to stop payments. I am literally being robbed. I have not participated in any services yet I am continuously being charged. An associate from billing needs to evaluate my charges this is completely unfair and a ripoff

  Business Response

  Date: 06/13/2025

  Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience. 

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw a therapist earlier in the year who used Headway to handle the insurance billing. About 4 months later, in May, Headway retroactively charged me for the sessions because they claimed I did not have valid insurance. This contradicts their initial statement that I was fully covered for my sessions. I investigated and found out they never actually billed any sessions to my insurance company at all. They do not have a telephone number to contact them so I was stuck emailing back and forth with a customer service *** who revealed that they submitted my claims to the wrong carrier. They have since submitted the claims to the right carrier, but have continued to charge me retrospectively rather than waiting for my carrier to approve the claim and pay out. To summarize, Headway submitted my claims to the wrong carrier and have admitted this to me. Rather than waiting for my carrier to pay them, they have instead charged me for the sessions. They do not have a telephone number so it has taken weeks for me to discuss this issue with them. I have more outstanding sessions that they are going to continue to charge me for and no real way of getting a customer service *** to help me with. I included the emails Ive sent back and forth with Headway. I also included the 4 invoices Ive been charged for so far. My ideal resolution is to be refunded the amounts in the invoices while they are working with my insurance to be paid out. Thank you for taking the time to read this.

  Business Response

  Date: 06/12/2025

  Thank you for letting us know about this. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 

• Initial Complaint

  Date:06/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I seeked a therapist through Headway and I entered my credit card information, I was seeing a therapist for months and my claims were all successful submitted. Then in October 3, 2024 my Credit card was charged for a full session. I had health insurance and they were paying and when I contact headway they said the claim was not submitted correctly and had to be resubmitted. I ask them to remove credit card from their system, I am was not seeing that therapist any longer. I was scared they would charge me for more sessions. I had tried to resolve this since October and no one seems to assist me. I receives emails explaining they are working on it but with no resolve in sight. Can you please assist me with them removing my credit card and reimbursing since I had insurance?Thank you for your time **** *******

  Business Response

  Date: 06/12/2025

  Thank you for letting us know about this. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Headway which is a billing company for on of my providers is not refunding my money. They have been paid by both myself and the insurance company.They were supposed to automatically refund $101.01 me back in April but did not, not have refunded me after several requests. They have done this for two separate visits. They have no phone number to call them. The only way to contact them is either by virtual chat or sent in request form on their website for further help. The email I get back when they respond says ******************************* but you can't email that directly. They do not even give you an account number which is making it difficult for my insurance company to help me .Their *** is ********** The *** is *********

  Business Response

  Date: 06/06/2025

  Thank you for reaching out to share your concerns with us. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution.

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [They have continued to tell me a refund has been issued but I have received no credit back to my credit card. They have had plenty of time and opportunity to do so.    ***** *******Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *******
  
  
  
  
   
  

  Business Response

  Date: 06/12/2025

  Thank you for letting us know about this. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife whos a patient of a psychologist, the ** uses headway which is a mental health platform that uses our insurance and payment to process the appointments, etc. I called before my wife started seeing the provider and was told with my insurance her visits would be covered 100%. I gave headway the *** code to use for the visits. That started in August of ************************************ December 2024. As of last month in May 2025, my wife got a bill that needed to be paid including 2 charges for August. Then a week later we are being told we have 5 more outstanding bills. We log into my wifes portal on headway and saw bills for each month of services. You can see that the bills state *** codes were used for some sessions but we were still getting charged even though they should be 100% covered. My wife got ahold of a representative on headway and they said they would look into the issue and it shouldve been covered as well. They automatically took the remaining 5 payments out of my account even though its still under investigation. My wife also got ahold of the psychologist and hes looking into the matter as well but still they keep taking our money for all these visits even though a good amount of them should be used under *** code. It seems as if theres no one to get ahold of by phone and we havent heard of anything since that last conversation my wife had with the psychologist. And today they have charged the 5 other payments out of my account even though ********************** knows this matter is under investigation and re processing of billing has to happen.

  Business Response

  Date: 06/12/2025

  Thank you for letting us know about this. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I know they are working with my wife on this matter as well. I want to know when Ill get the money back for the *** visits that were supposed to be used for 8 visits seeing as I already provided them with the *** code during my wifes time with the ** an headway. 
  
  Sincerely,
  
  ******** ****** **************************************

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I experienced an unacceptable level of service from Headway, a platform I rely on as a healthcare provider to schedule and manage client appointments. Their support system is inefficient, unresponsive, and caused significant delays in resolving an urgent issue, resulting in a poor experience for both me and my client.Complaint Details:On June 2, 2025, I attempted to resolve an issue through Headways virtual assistant and live chat system. My goal was to schedule an *** client who had reached out for assistance. Despite being credentialed with the clients *** network, I was unable to schedule the client due to an error in Headways system, which incorrectly indicated I was not credentialed.The chatbot failed to provide meaningful help, looping through repetitive and irrelevant responses. When I finally connected with live agents, they gave conflicting and inaccurate information about my credentials and account. After over an hour of back-and-forth communication, the issue was only partially resolvedand the client who sought support from me was unable to receive the help they needed in a timely manner.Additionally, Headways contact form and ticketing system were broken, leaving me with no reliable way to escalate the issue. This demonstrates a lack of proper support infrastructure, which is unacceptable for a platform providers depend on to serve clients.Desired Outcome:I am seeking the following resolutions:A formal acknowledgment and apology from Headway for the poor service and delays I experienced.A clear explanation of how Headway plans to improve its support system, including fixing the chatbot, contact form, and ticketing system.Immediate action to ensure providers can reliably schedule clients without unnecessary delays or technical barriers.Headways failure to provide effective support disrupted my ability to serve clients. I urge the company to address these issues seriously to prevent future problems.

  Business Response

  Date: 06/04/2025

  Thank you for letting us know about this. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 
  

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter was seeking a care provider that was in-network for our ************************* She searched for psychiatric nurse practitioners in our area and was taken to a website called "Headway", which claims on its page to be dedicated to connecting those seeking help with in-network care givers. ****** ******** is listed on their site as "in-network" for Medical Mutual. My daughter booked the appointment on the Headway site, which also required her to enter her bank information. My daughter is 19 and did not know this is risky policy. I advised her to delete her information from the site and call ********** office directly for her appointment. Suspiciously, Headway does not allow users to deactivate an account or delete information once it is entered. Still believing this NP to be in-network, ******* saw her on 4/30, 5/2, and 5/9, and paid a $30 co-pay.Beginning on May 23, three charges totaling $511 were deducted from her bank account by ********************* I immediately called ** ********* She apologized, saying Headway INCORRECTLY lists her on their page as "in-network: with Medical Mutual. There is no phone number for Headway. I helped my daughter send them an email complaint along with the screen shots attached here of their "in-network" claims.This is response from Headway (in quotations):"Kindly know the claims were submitted already but it looks like it is still in process, usually it can take up to 45 days for the plan to fully process them and provide a confirmation of the cost for the session. Kindly know we have your plan as a deductible insurance, meaning you will need to meet your deductible first before the coinsurance kicks in, kindly know you already met this amount and now you are only responsible for 10% coinsurance per session."I called Medical Mutual, who said this is not in fact how it works and that there are no claims being processed. At this point, I feel we are being jerked around and lied to by Headway.

  Business Response

  Date: 05/29/2025

  Thank you for reaching out to share your concerns with us. I'm sincerely sorry you're having this experience. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 

  Customer Answer

  Date: 05/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Thank you for prompt reply.  However, I have yet to receive an answer as to why my daughter was charged $174 per session with ****** ******** in addition to the $30 copay for each visit when your website clearly states *** ******** is "IN-NETWORK".  She is not in-network, but we only discovered this once the $174 was withdrawn from the bank account.  I called Medical Mutual, who then let me know your information is incorrect.  *** ******** also confirmed the error on the Headway site for her]

  Thank you for prompt reply.  However, I have yet to receive an answer as to why my daughter was charged $174 per session with ****** ******** in addition to the $30 copay for each visit when your website clearly states *** ******** is "IN-NETWORK".  She is not in-network, but we only discovered this once the $174 was withdrawn from the bank account.  I called Medical Mutual, who then let me know your information is incorrect.  *** ******** also confirmed the error on the Headway site for her services.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 06/06/2025

  Thank you for following up and letting us know about this. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience. 

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution satisfactory to me and the matter has been resolved.

  I wanted to be sure to add that we recently received the response I have copied below from Headway team member "*******.

  ****** was responsive to all of our direct emails and worked very hard to resolve the issue.  As noted in her email below, ****** gave her sincere apology and said Headway will refund the charges and cancel the claims.

  We appreciate ****** and her support.

  Sincerely,
  ***** ******

  From ****** at Headway:

  Hello there,
   
  This is an update about this matter. First I want to apologize for the impact that this overall experience has had on you, especially during a time when you were trying to get support for yourself, and that we fell short for you here.
   
  I went ahead and cancelled the claims through your plan and provided a refund for the sessions on 04/30/2025, 05/02/2025 and 05/09/2025. Kindly provide some time for the plan to receive the request to cancel the claims, you should not be receiving any additional bills. 
   
  You'll receive a confirmation email as soon as your refund(s) are processed, which will include session information and refund amount. Your refund will be reflected on your statement within 3-5 business days, and will appear as "HEADWAY". The refund will be returned to the original form of payment. 
   
  I hope this information helps, and please don't hesitate to reach back out if you have further questions or concerns!
  Best regards,
  ******
  
  

  
  
  
   
  

  
  

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/7/25 i submitted my insurance information to Headway and they confirmed that my insurance company was accepted and that my estimated cost per session was $30. Based upon their confirmation I chose to move forward with their company and attended 8 therapy sessions (2/7/25, 2/14/25, 2/21/25, 2/28/25, 3/7/25, 3/14/25, 3/21/25, 3/28/25, 4/4/25). After 52 days from the time my insurance information was confirmed by Headway, I was notified that the original estimate was incorrect and rather than $30/session it was $147.19/session. This means that the original estimate which was the foundation upon my decision to attend 8 sessions was 500% lower than the actual cost. At the time I was notified of the discrepancy I was under the impression I owed $150 (8 sessions for $30 each), then to be billed $1177.52. Headway does not have a customer service phone number, and only operates through email. I corresponded with several customer service representatives after being escalated several times, but Headway accepts no accountability for this egregious miscalculation resulting in a FIVE HUNDRED PERCENT increase. They and blame it on my deductible, however their unethical bait and switch tactics are responsible for causing me to make a decision to participate on false pretenses resulting in significant debt. I understand the potential for a slight discrepancy between an estimate and actual cost but a 500% increase is outrageous, and unacceptable that it took 8 sessions and 52 days to be notified. I appreciate any help that could be provided.

  Business Response

  Date: 05/29/2025

  Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience. 

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a high producer for Headway and have been since I started using the platform in 2022. **************** has fallen, and they do not care about their providers at all. They are in the business to support mental health but they could care less about the providers that provide it. I am a new cancer patient and currently treating for my cancer. I recently added on to my treatment and was just out of it. As I was confirming my sessions, billing system cut off at 11pm instead of 12pm for the current billing cycle. Midnight is advertised as the cut off. I didnt get in 3-4 line items for the current billing cycle. I emailed customer service asking them if they could move the couple hundred dollars to the 5/30/25 pay cycle that same night as I need it for my mortgage. Cancer is already expensive. The response I got from ***** was rude and condescending and as if I am a minor that doesnt know how to follow the rules. I asked for clarification on the billing deadline, and he didnt answer any of my questions. I explained that I thought the deadline was at midnight and that I was having medical complications, and he was still rude. I asked that the ticket be escalated to upper management and the response was that they dont have an avenue to correct it. Thats a bold face lie because they did it once before for me in the beginning, years ago, when I was getting used to the platform. **************** has severely declined. They make money from the money I make and they are unwilling to help. Its my money. The disrespect and unwillingness to resolve this minor issue is the slap in the face I needed to move in another direction. I wouldnt refer any providers to them. I am asking for them to move the rest of the sessions I confirmed on the 15th to the 5/30/25 payroll. I need my money.

  Business Response

  Date: 05/28/2025

  Hi there, thank you for letting us know about this. It looks like you've been in contact with our Support team who was able to assist you with this matter. 

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******