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:02/08/2024

  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.

  -Telehealth mental health services ********* Services on 1/12/24 and 1/19/24 -Paid $154.01 each time -My provider is covered in network (********* HMO Open Access)-They have not processed claims, and therefore my deductible is not up to date, which is going to affect other services I receive from other providers -They have lied and told me, in writing, that my insurance told them to hold processing claims until March. -I've talked with my health insurance (*********) several times, and they told me they don't understand what's going on, and that the mental health company (Headway) is not processing claims correctly. ********* wanted to call Headway to clear things up, but unfortunately I cannot find a telephone number for them. This was what Headway told me: "This may be different per practice, but we do know that we were specifically asked by ****** Virginia to hold all claims until March. I know that the plan you're directly contracted with is *********; however, per our contracts with ********** Blue Shield, we submit these claims to the local ********** Blue Shield where your provider is credentialed. This is ****** of ******** in this case, which has asked us to hold claims until March. I hope this explains why you're hearing one thing from us and another from *********, but I assure you, we have been communicating with ****** about when we can submit claims."-Last fall, Headway also screwed up processing my insurance, charging me $293 per session claiming that I was out of network, which I was not, and then also messing up copay amounts. I am not making a complaint about those experiences, however, I do not think this company has merit and I do not want them to ***** over other people. I'm attaching 2 invoices from the auto debit that they charge me after appointments, that they are refusing to put in claims for. These charges are a different amount than they charged last year, and I cannot determine why the amounts are different.

  Business Response

  Date: 02/09/2024

  Thanks for reaching out and so sorry you're having this experience. It looks like you're in contact with our Support team who has provided information regarding this! Should you have any further questions, please respond directly to that email and they would be happy to assist further. 

• Initial Complaint

  Date:01/23/2024

  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 am a marriage and family therapist that uses Headway for my billing. Over the past few months I have had several clients that Headway has REPEATEDLY mischarged. The same clients, over and over. One client has had her insurance amount changed 5 times since Jan 1, it's Jan 22 today. She has a $15 copay and it's showing today that she owes $141 per session. It's happening several times per week. Other clients they have "rechecked" insurance and stated that the client owed more than their copay or the whole amount and then charged their card, only to find out later that Headway was incorrect and took sometimes weeks to give the hundreds of dollars back. They are doing this repeatedly to client. One client who is an attorney offered to *** them. I've lost clients over this. When I talk to management they tell me to "put in a trouble ticket". This does not keep the problem from happening again for the same exact client.The company also tells you that they send you clients. I have received 1 client from them in the 6+ months I've used the company. It's false advertising. They pay therapists $500 to refer other therapists, so they don't get bad reviews.

  Business Response

  Date: 01/23/2024

  Thanks for the review and so sorry you're having this experience. It looks like you currently have a ticket open with our Support team who is actively working on this with you. If you have any further questions - please respond in that ticket and we'd be happy to help further!

  Customer Answer

  Date: 02/08/2024

  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:
  

  
  

  This is not resolved. They told me yet again to go talk to customer service, which I've been doing for over 6 months. The problem is not solved.

   

  
  

   

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  Customer Answer

  Date: 02/09/2024

  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]

  I have been in touch with the company to resolve these complaints for over 6 MONTHS. It is repeatedly happening still for the SAME CLIENTS. 

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  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.

• Initial Complaint

  Date:01/11/2024

  Type:Billing 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 billed one of my sessions incorrectly. I contacted my insurance company and my insurance company provided instructions on how to correct the billing error. I promptly sent the instructions to Headway's customer service department, and was told that they can't correct the error or they are unwilling. I had requested a call back or contact with their billing specialist because the customer service reps are not skilled nor experienced in billing specific issues. yet, headway refuse to connect me to a billing specialist, and refuse to correct their error.

  Business Response

  Date: 01/11/2024

  Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and it looks like you are in touch with our Support team already. They will continue to work with you to reach a resolution here and please reply to that email with any additional questions. Thank you!

• Initial Complaint

  Date:01/08/2024

  Type:Billing 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 attended a virtual telehealth appointment with a Headway provider on 19 July 2023 at 6:00pm ET. The practice required me to create an account and furnish credit card and insurance details.The provider was in network with my insurance provider.After completing registration, Headway sent an email ~2 hours prior to my visit informing that the cost would cost $0.00. My assumption was that my insurance covered the cost of the visit. Had I known how expensive it would be, I would have immediately cancelled my appointment.Please note that the email reads:"We will charge this card for your sessions going forward. Your sessions with [provider] will cost $0.00. ***** get an appointment reminder with a price estimate before each appointment."Days after my visit, I was charged $380.00. This was a surprise bill for **** contacted Headway through their customer service section of the website. I asked for my follow up appointment to be cancelled and for my account to be deleted. They did not retain my original request message, but ****, a representative at Headway, responded several days later. Please note that the email states: We have removed your insurance and payment information on file at Headway, meaning moving forward you wont be charged. Weve also deactivated your login, so you wont be able to login to Headway anymore. This means there was no way for me to access the portal.**** stated in Attachment 4 that they removed my insurance and payment information on 24 July 2023, but charged me $100.00 on 2 August 2023.This was deceptive and they outright lied to me about deleting my payment information.I asked Headway to delete my HSA card information and this request was completely ignored by ******** who had previously responded.Ultimately, I had poor experiences with both the provider and the administrative billing team. As a result, I do not believe I should be liable for the full cost.

  Business Response

  Date: 01/09/2024

  Thank you for reaching out. It looks like our Support team responded to your requests when you wrote into ** previously regarding this issue and also refunded your cancellation fee in full. If you need further support - please reply to our team in your email and we would be happy to assist further. 

  Customer Answer

  Date: 01/12/2024

  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:

  The cancellation fee was refunded but the surprise billing issue was never resolved. I was given a canned answer about my deductible, but Headway had my insurance information before the billing estimate email was sent to me, so that shouldve been verified before I was sent the email. This was never done and I was given an incorrect quote with only 28 minutes to cancel, but I was not informed prior  

   

   

   

   

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

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

  Customer Answer

  Date: 02/23/2024

  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]

  once again, the estimate of $0 provided by billing was incorrect. If I had been provided an accurate estimate, I would have cancelled the appointment. I was instead given a surprise bill. How does Headway want to respond to that issue? 

   

   

   

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

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

  Business Response

  Date: 03/07/2024

  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:12/22/2023

  Type:Billing 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 made an appointment with ***************************** of Team Headway through Zocdoc for my husband *************************** The appointment was for 12/21/23 at 12 EST. This was a virtual appointment. Our insurance was confirmed by ******** team to cover 100% of the session. My husband showed up for the virtual appointment with ******* and after speaking for ~15 min ******* determined that my husband already had a psychiatrist and needs a therapist and ended the session. I received an email at 12:30pm that day from Zocdoc asking why he cancelled his appointment. I called Zocdoc to explain we did not cancel the appointment. I emailed ******* and received no response. He then charged our bank account $120 for a missed appointment today on 12/22/23. He has repeatedly hung the phone up on us and refuses to engage in a discussion relating to our dispute over the charge. ******** profile on Zocdoc indicates he does assessments and evaluations yet he told my husband he only prescribes medication and that was his reasoning for ending the session. His behavior has been unprofessional and his billing practices are highly questionable. My husband was laid off and now our bank account is in the negative because we were wrongly charged when our health insurance company should have been billed. We need assistance with this provider. He is working with people that are already vulnerable and both his professional behavior and billing - which Im assuming he receives more for the cancellation than what is contracted with the insurance company - needs to be investigated and dealt with. I attaching the emails confirming the appointment, confirming insurance coverage, and the internet history showing my husband logging in for the session. Please note my husband did log in at 12 but ******* was late and my husband couldnt hear him so he was instructed to log out and back in which explains the time stamp. Thank you

  Business Response

  Date: 12/22/2023

  Thank you for reaching out to share your concerns with ** and so sorry to hear about your experience. It looks like you've already reached out to our Support team about this and they are actively working with you on a resolution. 

  Customer Answer

  Date: 12/26/2023

  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 attached the email correspondence between headways team and myself. You will see that they agreed to refund my money and then they took it out AGAIN today on 12/26. I have also attached a snapshot showing the ********* stamp they removed the funds. They were also supposed to call me at 11am which they never did. This matter is not resolved, I am extremely dissatisfied and I want them to correct their error for good. I have already filed a complaint with ***** regarding their billing practices and the unprofessional behavior of the professionals they work with. I have also filed a complaint with the state licensing board and will now follow up with the attorney general since they decided to backpedal and remove the money AGAIN after saying they would refund it. 

   

   

   

   

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

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

  Business Response

  Date: 12/29/2023

  Thank you for the response. It looks like you are in direct contact with our Support team who have confirmed this cancellation fee was refunded as mentioned. If you have any other questions, please let us know and we'd be happy to further support. 

• Initial Complaint

  Date:12/21/2023

  Type:Sales and Advertising 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.

  My husband and I started seeing a provider who used Headway for billing and insurance processing in late September. Upon creating our accounts, we were informed through Headway that our c0pays would be $10 per session per person. After several sessions, we received notification from Headway that they had mis-estimated our c0pay and that we would instead owe $45 per session. Now they're retroactively charging us the difference, totaling nearly $600. We have a common, well-known insurance provider and plan, so I'm not sure how they could so vastly underestimate what we would owe when they probably bill through this provider regularly. It's clearly not a mistake, seeing that we received the same information on our two separate accounts. I spoke with someone from the No Surprise Billing number (the only phone number Headway has listed on their website--they do not offer phone support, so the only way to contact them is via email or AI-generated chat) and he informed me that they receive hundreds of calls about Headway for this exact issue. It seems that this isn't a simple mistake but is instead some sort of fraudulent pattern for Headway. When I opened my account this morning to get these details, I received notification that my c0pay has again decreased to $10 per session, all the while there's a red banner at the top of the page saying I owe a balance from the first time I was told this. I won't fall for it this time.Headway is obviously disorganized, irresponsible, and unwilling to help customers correct these issues easily via phone. I'm sure if they had phone support, they would receive nonstop calls.I'm asking that they absorb all charges, since this was clearly an error on their part, and any future charges we accrue from this a repetition of this same error.

  Business Response

  Date: 12/21/2023

  Thank you for reaching out to share your concerns with us. It looks like you've reached out to our Support team directly already! 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:12/04/2023

  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.

  Will not accept payment . I have a health spend card with money on it. They refuse to take the card and my personal card for payment. Total bill is $141. My health spend has availability of $105. I want to pay the $105 and pay the remainder on my debt card. They refuse and want me to pay the total bill on my debit card. They refuse to let me speak to a live person. They say they have no inbound number. I am in good faith trying to make payment and they are dictating that i must pay the total balance on my personal card because my health spend doesnt have the full amount. They will not tell me how to resolve this only that they will look into it. Yet they still are stalking me for payment.

  Business Response

  Date: 12/04/2023

  Thanks for the review and so sorry you're having this experience. It looks like you've already reached out to our Support team who will be the best equipped to assist here. We are currently unable to split payments between any cards - but you are absolutely able to have this reimbursed by your HSA account post payment. Our support team will continue to follow up with you via your ticket so you may work with them directly, and thank you for your understanding. 

  Customer Answer

  Date: 12/07/2023

  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] my provider and i both were told (in writing) by *** this would be resolved internally and my session would be credited. Since than communication i my gas card has been run 2-3 times a day for without my permission for the full amount. 
  this is unacceptable that nobody is on the same page at headway. 

   

   

   

   

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

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

  Business Response

  Date: 12/20/2023

  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:12/04/2023

  Type:Order 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.

  **PLEASE AVOID GENERIC RESPONSES***I am writing to file a formal complaint with the Better Business Bureau regarding a severe issue I have encountered with Headway, a company that I believe to be reputable and trustworthy.Recently, I engaged with Headway for counseling services after being informed that my insurance benefits had been accurately reviewed, and my co-pays per session were calculated at $35. However, I have since discovered that this information was grossly incorrect, and I am now expected to bear an additional cost per session, totaling almost $500 for all my sessions.This financial burden, which was not communicated to me upfront, feels like a breach of trust on Headway's part. I made the decision to switch to Headway based on the information provided, and had I known the actual cost, I would not have agreed to this platform.I have already contacted my insurance company for clarification, and they have confirmed that the fault lies entirely with Headway. I am being asked to pay Headway directly, and I should not be held financially responsible for a mistake that originated from their end.This situation has caused significant distress, and it is my belief that Headway's actions constitute a breach of ethical business practices. I am turning to the Better Business Bureau to file a formal complaint and request your assistance in investigating this matter.I kindly request that you review this complaint thoroughly. I also urge the BBB to prompt Headway to rectify the billing discrepancy immediately.I am hopeful that the BBB can facilitate a resolution to this issue, as I believe it is crucial to hold businesses accountable for their actions. I appreciate your attention to this matter and look forward to a swift and fair resolution.**PLEASE AVOID GENERIC RESPONSES***

  Business Response

  Date: 12/04/2023

  Thanks for the review and so sorry you're having this experience. It looks like you've also reached out to our Support team who will be able to best assist here! Someone will be replying to you shortly to help out. 

• Initial Complaint

  Date:11/13/2023

  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 ********************************************** on March 29, 2023 for mental health testing. After the visit, I got a message on my United Healthcare account saying that I owed $1,121.86 to the provider. I paid the total amount in 4 separate payments through InstaMed, but then felt that I was charged incorrectly. I filed a claim with United Healthcare and was told that my visit was processed incorrectly, and that I was only supposed to pay a $40 copay, not $1,121.86. United Healthcare told me that the provider would be responsible for providing reimbursement, however, *********************************** office said that Headway would be responsible since they collect payments from patients. I never received an invoice from Headway to use their website to pay any outstanding balance. Headway said they do not use InstaMed to receive patient payments, but InstaMed and United Healthcare both confirmed that Headway received all 4 of my payments via direct deposit. InstaMed has tried reaching out to Headway to help them locate the payments, but they refuse to return any emails or phone calls.

  Business Response

  Date: 11/14/2023

  Thank you for reaching out to share your concerns with us. It looks like our team is working with you directly via the email sent into support and will continue to follow up with updates as needed. 

• Initial Complaint

  Date:11/13/2023

  Type:Sales and Advertising 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 set up a appointment for my daughter and was quoted a 30 dollar ** pay. Somehow the 30 **pay turned into a $341 bill. When email all i get is a auto reply, no real person. This is a bait and switch **mpany.

  Business Response

  Date: 11/14/2023

  Thank you for reaching out to share your concerns with us. Our team has followed up with you directly to resolve this! The information regarding processed claims data from your carrier potentially changing the cost based on your individual insurance plan also looks to have been included with the initial estimate for your sessions. Sincerest apologies if that was not clear - we base all of our cost estimates around information sent directly from your carrier.