We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/12/2024

    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.
    This business charged us inadequately as they never checked if we had met our deductible and submitted payment without any notice or prior billing to a card on file. These transactions were disputed and they recognized their mistake and refunded the charges. The card on file was completely removed and a different card was added to their systems. We were informed that no other charges would be applied until they resolved their system issues and a proper bill be sent with the accurate amounts. The new card in the system was turned off to avoid any charges until they resolved their issue. Regardless of what was discussed they continue to attempt to charge the new card on file however payment was not honored as the card was turned off to avoid unauthorized charges such as the ones they were attempting. Upon realizing that the payment was no being honored they reverted the card on file to the previous cad that was on file without any authorization. The business was not authorized to do this nor have they provided an accurate bill as originally promised. We contacted them via hat and explained yet they refused to refund the charge saying it was valid yet they also refused to provide proof, in addition they stated that either them or the actual provided hanged the card in the system without authorization. I request immediate refund of these charge until a accurate bill is mailed and I make a payment with the appropriate card. They are not authorized to charge any of the cards they have otherwise I will pursue legal action.

    Business Response

    Date: 04/12/2024

    Thanks for letting us know, and we're so sorry you're having this experience. We'd love to help look into this for you. If you could please reach out via our contact form (****************************************), a member of our support team can help out!

  • Initial Complaint

    Date:04/12/2024

    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.
    My daughter seeked out a therapist apparently thru Headway. My daughter is covered thru a primary and secondary insurance provider and that info was shared with Headway. I provided my daughter with my credit card number for the co-pay for the visits. Well imagine my suprise when I look at my credit card bill and see the following charges:Headway ************ - 3/9/2024 - $380.80 Headway ************ - 3/19/2024 - $252.92 Headway Manhattan ** - 4/9/2024 - $252.92 I have no idea who Headway Manhattan ** is or their role in any of this. My daughter isn't even sure who Headway is. I then try to find any contact information on this company and they have no phone support and one needs an account to question the charges on line. Seems like a sham of a company if you ask me. I hope Headway sees this and reaches out to me via email to resolve this matter immediately. In the meantime I have opened a dispute with my credit card provider.

    Business Response

    Date: 04/12/2024

    Thanks for the reaching out, and we're so sorry you're having this experience! We'd love to help look into this for you. Please have your daughter reach out via our contact form (****************************************), a member of our support team can help out! Please note, due to HIPAA compliance guidelines, we will only be able to discuss *************** with the account owner. Thank you for your consideration! 

  • Initial Complaint

    Date:04/10/2024

    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 purchased a one-month subscription on January 5, 2024 for $8.99 with the understanding that this subscription would auto-renew if I did not cancel 24 hours before the last day the subscription.I cancelled the subscription on January 9, 2024, as the service did not meet my expectations.However, I have been charged $18.35 in February, March, and April despite having cancelled the subscription.

    Business Response

    Date: 04/10/2024

    Thank you for reaching out to share your concerns with us. It sounds like this may be in regard to a different company - our support team will reach out within 24 hours to provide you with further assistance! We appreciate your patience.

  • Initial Complaint

    Date:04/05/2024

    Type:Product 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.
    Headway.co I received insurance verification ahead of receiving services - I was charged $380. The company claimed that they were awaiting reimbursement from my insurance before issuing a refund - it has been 1 month. My insurance company denies receiving a claim from them. (I had other EOBS go through without issue). - they claim that they refunded me, but I never received any notification, it is not reflected on my portal, nor on my credit card. - I have opened multiple tickets with customer service which they close without resolving the issue - there is no way to contact a representative - they will respond with empty statements that DO NOT show proof of date and has refused to provide any information or explanation. - even the billing department from the providers office cant make sense of the charge

    Business Response

    Date: 04/05/2024

    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: 04/11/2024

    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:04/05/2024

    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.
    Web ad for Headway App promised a lifetime subscription to Headway for $59.95 for lifetime. I have no access. Headway reps wont help. This is a scam and reps seem to want me to go away or stall me.

    Business Response

    Date: 04/05/2024

    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:04/04/2024

    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.
    This platform informed me, from the start, that I was fully covered and my copay would be $25 per session.Two months later, they send me an e-mail with an "update" saying that they "got it wrong" and I actually owe the full amount for each doctor's visit, now totaling $520. Had I known this from the start, with the correct information, I would not have continued therapy with them. There is no way to reach them to discuss this and express my grievance.

    Business Response

    Date: 04/04/2024

    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:04/02/2024

    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 have contacted Headway 3 or more times to get them to start filing insurance claims for my therapy appointments with my insurance company. Its been over 3 months, and I am receiving the same email response every time. That the insurance company has not entered their new billing codes and billing amounts or updated them. I have called my insurance company, and they deny these facts. They are charging me incorrectly and are not properly billing my insurance. This will result in tens of unresolved billing claims, a waste and inefficient use of resources to try and reconcile them later. This will subject me to responsibility that is not mine, my therapist who relies on getting paid for income, and my insurance company who works diligently to pay out claims timely. I have about 4 sessions a month. We are now at 12 sessions improperly billed since 01/01/2024. These numbers will keep building up. There is no way to call them and talk to a real person and no way to verify their claim that my insurance is at fault. There is no way to elevate this up the chain of command for someone to actually step in and resolve this with my insurance company. Its a concern to me even though I dont yet feel an immediate effect of the impact this may have. But we rely on you to function in our lives, this undermines my trust in you as a company with care and respect for your customers. As dramatic as this sounds, this is very frustrating.

    Business Response

    Date: 04/02/2024

    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 24 business hours! We appreciate your patience.

    Customer Answer

    Date: 04/03/2024

    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]

     

     

     

     

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


    Sincerely,

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




     

    Customer Answer

    Date: 04/18/2024

    They provided no solution to my complaint. Therefore, rejected.

    Business Response

    Date: 05/15/2024

    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.

  • Initial Complaint

    Date:03/20/2024

    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.
    My wife and I have gone to two sessions that are in network with our insurance provider. Our insurance has stated that we should only have a $40 copay per session. We have reached out to the online chat who have informed us that we cannot get a refund until we submit a claim but we cannot submit a claim because their systems are down and have been down for 3+ weeks and there is no ETA on when there will be a refund. We need a refund of $187.35. This is ridiculous. We would hate to cancel our future services. We really like our therapist.

    Business Response

    Date: 03/20/2024

    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:02/23/2024

    Type:Customer Service 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.
    For several months, we have been receiving mental health services from an excellent provider. Unfortunately, he uses Headway to process our insurance claims. Multiple times, I have provided documentation that our explanation of insurance benefits explicitly indicates that for mental health services the deductible does NOT apply. Headway, however, continues to bill us for the full amount of the sessions, ranging from $138-330/session. At most, per our insurance coverage, that we should be paying is the $45/session copay. I have attempted to contact Headway directly, and have only been able to share my concerns through their virtual chat system, which is of absolutely no help. We would hate to lose this provider, but will definitely need to cancel all future appointments if this issue is not swiftly rectified. I am also requesting FULL REIMBURSEMENT of all funds drafted from my bank account.

    Business Response

    Date: 02/23/2024

    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: 03/05/2024

    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:02/22/2024

    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 registered as a headway user back in mid-2023. I did not like the service and canceled my account. However, ******************** has continued to bill me every month since August 2023 for $14.59 despite my many attempts to contact them for billing support. I have sent multiple emails requesting my account be closed and money be refunded. I emailed on 11/28/2023 and again on 12/12/2023 with no response to with email from Headway. I'm seeking a $102.13 refund, but have been unable to get anyone to help me from Headway. They are a very disreputable company and should not have anyone's account information as they have not shown to practice proper billing practices.

    Business Response

    Date: 02/22/2024

    Thank you for reaching out to share your concerns with us. It appears that this matter is regarding Headway Pro, which is a different entity unrelated to Headway. Our Customer Support Team has reached out to you directly to provide more insight on this matter. Thank you for your patience and understanding! We encourage you to direct any additional inquiries to our Customer Support Team directly. 

Headway is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.