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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:05/20/2024

    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.
    The Headway company (a billion dollar organization) serves as a billing company for mental health services. They entered into an agreement with BlueCross BlueShield to not file any claims starting Jan 1, 2024 while BlueCross BlueShield updated their systems to pay Headway in a different manner. (This is per Headway. Will attach email documentation.) It is now 5/18/24 and they still have not started to bill BCBS. In the meantime, Headway is billing customers directly and customers are required to pay out of pocket for services that would be covered by insurance.So for over 5 months, Headway has profited by potentially being paid faster and more than what insurance would pay and BCBS has avoided paying for any claims for covered services. And policyholders are left paying out of pocket. Headway has not been able to provide any ETA on when this will be resolved and has indicated that after claims begin to be filed, it will be approximately 30 days before the backlog of claims can be handled and refunds made. That seems absurdly optimistic, but even using that timing, we're looking at least 6 months that two billion dollar organizations colluded to transfer costs and burden for covered claims to policyholders. I have also filed a complaint with the **************************************

    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.

  • Initial Complaint

    Date:05/10/2024

    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've been seeing my therapist weekly since January. She is under Headway. I have money pulled from my paychecks and put onto a FSA card to be utilized solely for my therapy sessions. My FSA card ended up being suspended in April as I needed to submit a receipt for something unrelated. I resolved that quickly but in the meantime, Headway removed my FSA card as a payment option in my account and now I can't add it back and pay for my sessions because Headway can't figure it out. They use a third party company called Stripe to process payments. Headway and Stripe keep kicking the can and pointing the finger at each other because neither one of them know what they are doing or care to solve the problem. So now I can't continue my therapy sessions and my therapist loses business. The only option Headway has given me is to pay out of pocket and have my FSA reimburse me. I'm not doing that. It defeats the purpose of me having money taken out of my paychecks to fund this card that Headway/Stripe has put a restriction on. Nor do I have $80 a month that I can even budget now unexpectedly. I want the block that they put on my FSA card to be resolved! This is ridiculous and unacceptable.

    Business Response

    Date: 05/15/2024

    Thank you for reaching out to share your concerns with us. We're sorry to hear that! If you could please reach out via our chat or contact form with your updated FSA information (****************************************), a member of our support team would be happy to help out.

  • Initial Complaint

    Date:05/08/2024

    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.
    On May 6, 2024, my underage daughter was scheduled for her weekly virtual therapy appointment with Headway therapist, ****** *****, at 7:00pm. This is confirmed by the email from Headway that I received on May 4, 2024 confirming the 7:00pm appointment. *** ***** had contacted my daughter through a text message to try to change the appointment to 5:00pm. My daughter responded saying she could not make that appointment. *** ***** then asked for a 6:00pm appointment. My daughter responded that she did not know if she could make that appointment either due to a commitment at school. *** ***** proceeded to tell her that she was going to change the appointment to 6:00pm. I did NOT receive any email from Headway about this change and therefore, was proceeding as if the appointment was still for 7pm. When my daughter did not log in, *** ***** proceeded to text me at 6pm stating that if my daughter did not log in within 10 minutes, we would be charged a no-show fee, which the following day, I did see a charge for $100 was placed on my credit card.I emailed the company about this charge and they responded to my complaint by stating that I have to talk to the provider. Yet, the provider was the one who charged me incorrectly. This behavior is unprofessional and there never should have been a time change since my daughter clearly told her twice she was not sure if she could make an earlier time.

    Business Response

    Date: 05/09/2024

    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.

    Customer Answer

    Date: 05/21/2024

    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:

    While they have emailed me to let me know they are looking into my complaint, they have not resolved my complaint.

    I have two different complaints:  one about the specific provider and one about being charged a cancellation fee for an appointment time change that we did NOT agree to.  I have not heard back from with with a resolution to either complaint as of yet.

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 09/20/2024

    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:05/07/2024

    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 have been getting services from Headway since 1/11/2024 almost weekly. They are an in network provider for BCBS IL/anthem. They have refused to submit any of my insurance claims this calender year and have given me three different reasons why. One is there was a breach with the third party payer which they are trying to figure out. There isn't one since BCBS doesn't use optum. Even if they did they should be submitting claims by hand which they are not. They told me that the issue was on BCBS side and they were to hold all claims. I read the e-mail to BCBS and they said this is false. They then said that they are holding claims until their new negotiated rates have been updated in BCBS system. **** said this only take 2 weeks not 4 months. They are in breach of their contract with BCBS because they should not be billing me directly if they are not submitting claims. I have already paid about $3,000. With other medical expenses I've received this calendar year I have already met $1,000 of my $3,000 deductible so I have over paid. I've submitted my claims myself and I'm waiting for them to be processed. In the meantime Headway keeps emailing me saying that I have to pay for services or they will cut me off, but they still refuse to submit my claims. I'm very concerned about being reimbursed for my overpayment.

    Business Response

    Date: 05/09/2024

    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.

    Customer Answer

    Date: 05/20/2024

    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:04/29/2024

    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 was charged 4 times for a $40.00 copay that my insurance company told me is a covered service. Headway never billed my insurance but kept charging me for the copayment. I've emailed and reached out to them to no avail. I've contacted my bank to get it reversed and I was told there is nothing they can do about this and to just report them.

    Business Response

    Date: 04/29/2024

    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:04/29/2024

    Type:Order 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 saw a therapist who billed through Headway from Jan 1, 2024 through the end of March 2024. I was billed for each session in full, approx $140/week, and my provider was paid as well. Unfortunately as of today, April 28, 2024, Headway has yet to submit a single claim to my insurance company for any of these sessions beginning Jan 1 (now 4 months ago). Given that, it appears to my insurance company that I have not met my deductible, despite paying Headway weekly (in excess of my deductible at this point!) for months. I recently switched therapists to a provider who does not use Headway and am having to pay out of pocket in full to this provider as well, again because Headway has never submitted my claims to insurance to show that I've paid. I do not have the financial means for paying my deductible twice and am now paying interest on my credit card waiting for Headway to resolve their issue. I have reached out to Headway many times during this time and they refuse to give any estimate on when this will be resolved. They continue to say that it's an issue with a change in their agreement with **************** that hasn't been fully updated in the system. Given that it has been 4 months, it is truly unacceptable that this has not been resolved. It is frankly unethical to bill a client weekly for months and never submit a single claim for the sessions billed. I question if this is even legal. I will never use Headway again and would recommend anyone I know to avoid them.

    Business Response

    Date: 04/29/2024

    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:04/26/2024

    Type:Sales and Advertising 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 signed up for in-network therapy. Before services I received an email with the estimated cost which seemed high. I spoke with the therapist before services began and she assured me, based on my insurance, I would only have a small co-pay of "$10 or so". After two sessions, I received two bills totaling over $200. Turns out the therapist lied to me and Headway blamed me for not being aware of my insurance policy and said there was nothing they could do about my bill.

    Business Response

    Date: 04/26/2024

    Thank you for reaching out to share your concerns with us.We would be happy to assist you with this matter, but were unable to find a Headway account associated with the email you have written in from today. 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.

    Customer Answer

    Date: 05/02/2024

    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:

    You very much have an account under the email address provided. As seen in the attachment this is where you sent both bills (the ones that were significantly higher than what was quoted to me).  Chatting with your providers was already done. That is where I was blamed for not knowing my policy and was told you would do nothing for me being overcharged by $200.

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 05/24/2024

    Sorry to hear that! We were unable to locate your Headway account under the email address you have submitted your BBB complaint through lai********************. 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! 

  • Initial Complaint

    Date:04/26/2024

    Type:Service or Repair 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.
    My daughter has being seen through headway for therapy since Feb 2024 with us having a $30 copay. This last session I was charged $100 without being notified the amount was different. The provider requires my credit card to be in headway for automatic charges. This prompted a huge search through my insurance company who told me that Headway has not filed one single claim to my insurance company so all these copayments I have been paying are not going towards my out-of-pocket cost. I cannot get Headway to contact me back as to why they have not filed these claims. Headway is now saying that they are out of network so now I am private pay and thats why they charged me $100 without notifying me.

    Business Response

    Date: 04/26/2024

    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.

    Customer Answer

    Date: 05/08/2024

    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:

    [Your Answer Here]

    Its been over 1 business day and no response 

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 09/06/2024

    Hi there, thank you for checking in! It looks like this matter was resolved between you and our support team on June 17, 2024 in the support ticket #*******. If anything new has come up, we encourage you to reach out to our support team directly and someone will be happy to assist! You can reach our support team here: *****************************************. Thank you for your understanding! 

    Customer Answer

    Date: 09/13/2024

    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:04/25/2024

    Type:Service or Repair 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 am reaching out in regards to this company because they issued me a bill for $200 for 5 missed payments. This is not the first time this has happened. They have my CC on file as well as a copy of my current insurance card. My copay has not changed, it has always been $40. This is not the first time this has happened. Last time I was told they would fix the issue so it didn't happen again, yet here we are. I have reached out to the company to resolve the matter, as I strongly feel I should not have to pay this since its a billing issue on their end. When I reached out to them they basically told me that they charge the copay and the claim gets sent to insurance, if I was over charged they will issue me a refund, if I was under charged they will send me a bill. The issue is I was never charged anything at all for 5 visits!! One or two missed visits I could understand, but not 5!! There is no contact # for this company only email.***********************************************<--this is their website ****************************** <--this is the email address *I am in the process of trying to have a supervisor reach out to me instead of emailing

    Business Response

    Date: 04/26/2024

    Thank you for reaching out to share your concerns with us. Our team investigated this issue and was unable to find your Headway account under the email you have written in from. 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!

    Customer Answer

    Date: 04/26/2024

    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.

    **a senior rep from headway contacted me and admitted the mistake was an error in their side and the have agreed to waive my balance with them.   Thank you for your help. 

    Sincerely,

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



     


  • Initial Complaint

    Date:04/15/2024

    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.
    I was charged ***** on 3/14/24 through PayPal. I don't remember signing up, I never used their services and can't access my account to see any potential membership info. I save all my passwords on my phone and there are none for this site. I requested a password reset and have not received an email to reset. I have contacted PayPal but I want this company to be responsible for poor customer service and unauthorized/deceptive charges.

    Business Response

    Date: 04/15/2024

    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.

Headway is NOT a BBB Accredited Business.

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