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Business Profile

Health Care Referral

Headway

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Care Referral.

Complaints

Customer Complaints Summary

  • 220 total complaints in the last 3 years.
  • 139 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/18/2024

    Type:Product Issues
    Status:
    Answered
    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 agree to certain terms of fee and services and now Headway keeps trying to go back and charge me a different fee to what was agreed, after I canceled my services. See screenshots.

    Business Response

    Date: 07/26/2024

    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:07/10/2024

    Type:Order Issues
    Status:
    Resolved
    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 began working with this company in 2023 and was credentialed with several insurance companies through them. However, they added a comment to their provider portal that they would no longer be billing for my services I provide. I worked on separating from them but needed to continue to see clients and provide services. They told me to complete a form and that they would let me know when I was depaneled. I never received any information or update about this process. Then, suddenly, I was kicked out of their provider portal. This causes great limitations in communication with them because you cannot call them. I continued to bill for my services with my information, but all of my payments for *** and June of 2024 (they stopped covering my services in April) went to them. I have been in communication with Headway for weeks about my money since I have tracking numbers and evidence that all my earnings went to Headway. In the past, Headway would then directly deposit my earnings into my account. Instead, since separating, they have been holding on to the funds. This is my livelihood! I have had very minimal income now for months. Instead of following through when saying they would make it right, they began to push back and tell me to take it up with the insurance company. Nothing is their fault and I find it highly unethical that they would keep money from a provider.

    Business Response

    Date: 07/12/2024

    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.

    Customer Answer

    Date: 07/29/2024

    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. I received a check from the company. I am requesting that they complete the depaneling process with each insurance company as well so as to avoid this in the future.

    Sincerely,

    ***********************



     

  • Initial Complaint

    Date:07/09/2024

    Type:Product Issues
    Status:
    Answered
    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 used Headway ** to connect with a licensed counselor who encouraged me to use the portal for payments and initial information screening. These counselor scammed me for $75. I filed a complaint with Headway ** and was told that they would side with the provider without any explanation. My problem exceeds ************************************************** great detail. If possible I could provide my complaint through email and provide the proof with pictures if possible.

    Business Response

    Date: 07/12/2024

    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.

    Customer Answer

    Date: 07/15/2024

    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:

    [I will wait for the investigation to be completed. I would like to know what steps are being taken in the investigation process?]

     

     

     

     

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


    Sincerely,

    ****** *******




     

    Business Response

    Date: 08/16/2024

    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.

    Customer Answer

    Date: 08/22/2024

    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:

    [Headway is neglecting to provide me with the process in which they conduct their investigation. This will now be my 3rd time asking for this response via BBB! I look forward to hearing from the company with a detailed explanation on how their investigations are handled.]

     

     

     

     

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


    Sincerely,

    ****** *******




     

  • Initial Complaint

    Date:07/08/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 6/17 I sought out therapy for behavioral health with a provider that uses Headway. The provider inquired Headway to figure out what the costs per session would be and forwarded Headway's response to me. A Headway Customer Experience Team member stated "Based on the details we have today for **** plan, they will have a $50 copay per session and their insurance will cover the remaining session fees, regardless of provider type, treatment, or duration. As always, you will be paid in accordance with the information listed on your rates and agreements page." I did one session with the provider on 7/1, believing that it would cost me $50. However, on 7/4 my insurance website claims that I owe $141.41, which is more than what Headway claimed I would be charged. On 7/8, Headway emailed me saying I owed them an extra $91.41 for this one session. Headway is not transparent and very misleading with the cost of health care. Headway also does not provide any customer support in the form of phone calls.

    Business Response

    Date: 07/12/2024

    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.

    Customer Answer

    Date: 07/17/2024

    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:

    I was mislead into the cost of treatment.

     

     

     

     

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


    Sincerely,

    *******************




     

    Business Response

    Date: 07/24/2024

    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:07/08/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Hello. I saw a therapist virtually for the first time through headway using my ****** out of network coverage on May 29th. I was charged $35 for the session when I should not have been charged at all. My insurance does not charge a copay for virtual/telehealth appointments. When I contested the charge with headway directly I was told I needed to provide proof from ******. I secured a letter from ****** explaining that my Telehealth charges do not have any copay and headway said they would have to reach out to ****** directly AFTER I provided the proof they requested from my insurance provider. It is July 8th and I still have not heard back from headway. I submitted a claim through ****** and my insurance told me that the business did not submit the claim through the insurance to begin with which means Id have to request the refund directly from headway. Headway has been uncommunicative since.

    Business Response

    Date: 07/12/2024

    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.

    Customer Answer

    Date: 07/22/2024

    I have not received a response from Headway even after submitting a claim through the BBB. The issue is still unresolved as an await a refund/response. Thank you for your help!

    Customer Answer

    Date: 08/09/2024

    The business I have filed against has not yet resolved the issue

    Business Response

    Date: 08/09/2024

    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:07/08/2024

    Type:Product Issues
    Status:
    Answered
    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 filing this complaint against Headway due to misleading information about services covered by my **** poor service, improper billing, and failure to notify me of significant charges as promised. On May 27, 2024, I scheduled a session with a provider through Headway, expecting it to be covered by my **** as confirmed by their team. However, I was charged $327.19 for the session.The session itself was inadequate: the provider was late and had technical issues, leading to an ineffective and incomplete session. Despite my attempts to resolve this directly with Headway, including correspondence with their customer service team, they have refused to issue a refund.Additionally, Headway's onboarding documentation assured me that I would be notified 24 hours prior to being charged if the charge would be significantly different from their initial estimate. My estimated charge was $0 due to the **** yet I was charged $327.19 without any prior notification.This situation has caused significant financial and personal distress, as I am now without necessary medication and out of pocket for a service I did not receive as promised. I am requesting a full refund for the session and an investigation into Headway's practices to ensure this does not happen to others.Desired Resolution:* A full refund of $327.19 for the May 27, 2024 session.* Review and correction of their communication and billing practices to prevent future issues.

    Business Response

    Date: 07/12/2024

    Thank you for reaching out to share your concerns with us. Our team was unable to locate a Headway account associated with the email you have written in from today. Please place a new complaint through your Headway email address, or contact our support team directly at *****************************************. We would love to resolve this matter for you! 

    Customer Answer

    Date: 07/15/2024

    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:

     Headway stated they could not locate my account based on the email address I used to submit my complaint. However, I have provided accurate information and correspondence that should help identify my account. My ******************** account is registered under the email address **********************.

    The primary issue is that I was charged for a session without prior notification, despite Headways onboarding documentation assuring that I would be notified 24 hours prior to any charge that significantly differs from their estimate. My estimated charge was $0 due to the **** and I was not informed before being charged.

    I would like Headway to address this discrepancy, acknowledge the lack of notification, and issue a refund for the session.

    Thank you for your assistance in resolving this matter.

    Sincerely,

    ***************************




     

    Business Response

    Date: 07/17/2024

    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:07/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Used Headway for help finding a therapist. Was quoted by ********************************** $27 per session. After 3 sessions they say there was an error in the quoting and its now $140 per session. Seemed like predatory behavior and we made a decision to use this provider based on our budget. Tried calling insurance company but they say the therapist can give you a quote. If insurance cant quote it and the therapist doesnt accurately quote it. Where does the buck stop? Its affecting peoples ability to pay other bills. Its very unprofessional and they dont seem to care. Shady company and would recommend use another site.

    Business Response

    Date: 07/12/2024

    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:06/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 have had a total of 11 therapy sessions in 2024. My therapist is in-network with my insurance company, Anthem BCBS in *******. My sessions in 2023 were properly filed through my insurance and applied to my remaining deductible; however, in 2024 none of my sessions have been filed through my insurance. Headway has verified my insurance information and that my therapist is in-network. However, they are not filing the claims with Anthem and charging me $115.85 per session. In 2023, the cost was $84.60. When I contacted Headway via their online support (they have no phone number), they told me that they are waiting for some kind of system update with Anthem before filing any 2024 claims. I have contacted Anthem, but their reps say all systems are up to date. It appears that Headway is charging me full price for my sessions, as if I don't have insurance, and intentionally not filing the claims. Headway's website is misleading, because it tracks my costs for therapy and states that I haven't met my deductible with Anthem. Of course, they have no knowledge of the other medical costs I have paid this year. Because Headway has not submitted my claims, Anthem has no record of the payments I have made and doesn't know that I have paid out more money in medical costs this year than required by my deductible. Anthem should be paying for my medical procedures now, but because Headway is sitting on six months of claims, Im still having to pay. I have explained this to Headway and demanded they file the claims, but they refused. They say they will only do so after Anthem verifies they have updated their system. Anthem has tried to contact Headway on my behalf with no success. My therapist has also intervening on my behalf but they have ignored her so far.

    Business Response

    Date: 06/11/2024

    Thank you for reaching out to share your concerns with us. We're sorry to hear about the trouble with your claims! If you could please log into your Headway account and reach out via our chat or contact form (****************************************), a member of our support team would be happy to help out. Thank you for your understanding! 

    Customer Answer

    Date: 06/13/2024

    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:

    Headway simply wrote to contact their customer support online. They have not addressed my particular issue. I have ALREADY contacted their customer support. A new development is that they have submitted my claims, but according to my insurance company, Anthem, eight of those claims are past the 90-day deadline and will not be paid. I expect a refund of those charges from Headway.

     

     

     

     

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


    Sincerely,

    ***********************




     

    Business Response

    Date: 07/12/2024

    Thank you for reaching out, and we're so sorry to hear that this happened! We are unable to locate a Headway account using the email address you have written in from. Please submit a new complaint from your Headway-associated email address, or contact our support team directly and we'll be more than happy to assist you. Thank you for your understanding! 

  • Initial Complaint

    Date:05/28/2024

    Type:Billing Issues
    Status:
    Resolved
    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 had 11 sessions in 2023 and 3 in 2024 with a therapist through Headway. For each of these appointments, I paid my $20 co-pay. On May 2nd, I was alerted through email that I was undercharged for my 3 2024 appoints and was now being charged $164 per appointment additionally. Headway told me to contact my ***, but the *** would only cover the 1 session I had in Feb 2024 (the other 2 were in Jan '24). However, during the time of this back and forth fighting with Headway, I was also alerted on May 15 that I now owe them $164 for each of my 11 sessions in 2023. Once again, I contacted my ***, but was met with the same fate that these appointments were too late to claim. Apparently the cut off day for Feb '23-'24 appoints was April 30th, 2024, as set by the **** Headway conveniently only alerted me of these bills on May 2nd and May 15th, too late to have the *** help pay, and instead leaving me to pay the full the amount. The rep from Headway has been little to no help. Even when I showed her my EOB that says I am not responsible for payment, she sends me to the ***, but the *** tells me that I am too late to file for claim reimbursement. Headway rep has even told me that they filed my claims on 4/19, but I was never notified of that, so I missed the due date of 4/30, and was only notified by Headway of my bills starting on May 2nd. So how is this fair? Headway gave me beyond late notice and now I am stuck with an over $2,000 unexpected bill that no one is willing to help me with.

    Customer Answer

    Date: 05/30/2024

    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:05/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 licensed therapist and use Headway for billing purposes. I have been paid out on schedule with the exception of 5/15/24. When I contacted Headway, they advised that my bank information had to be verified and I had to send a voided check even though I had been receiving my payouts prior. I am owed over $2500 for work I provided and am behind on bills because of this. I keep reaching out to ************* and just get asked to send more information.

    Business Response

    Date: 05/24/2024

    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.

    Customer Answer

    Date: 05/24/2024

    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:

    I have yet to be paid.  Headway made me give them information that was already given to them and this is impacting my livelihood.

     

     

     

     

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


    Sincerely,

    ***************************




     

    Business Response

    Date: 05/31/2024

    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.

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