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:11/08/2023

  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 recently started therapy and I was working with a fantastic provider on a different platform (OCTAVE), but she wanted to move to the current platform (Headway) but wanted to make sure it was still covered by my insurance and affordable. Headway told me they ran my insurance benefits and my co-pays per session would be $5 which was the same co-pay I paid at Octave. I was okay with this and moved on with my therapy sessions. I've had three sessions so far on their platform (10/3, 10/17, and 10/31) and for each of those sessions, I've paid my $5 copay. Headway has recently been contacting me and telling me they ran my benefits incorrectly and I actually owe them an additional $136 per session totaling to almost $500 for all three sessions. This feels like an egregious breach on their part because I never would have agreed to switch platforms if the price was this high. I spoke to my insurance company and they informed me that the fault was 100% with Headway and I owe Headway not United Health and I shouldn't be made to pay for their mistake. They are insisting that I pay the balance for each session which feels grossly unfair. That's not what I signed for and I don't want to be financially responsible for their mistake. I just want them to absorb the costs, since it was their fault and they ran my benefits incorrectly and basically lied to me about what my financial responsibility would be. I won't be continuing with their platform because they're so untrustworthy, but I just want help resolving the balance.

  Business Response

  Date: 11/09/2023

  Thank you for reaching out to share your concerns with us and so sorry to hear about your experience. It looks like our team has responded to your inquiry and is working on this with you currently. If you have any other questions, please feel free to respond to them directly and they can assist further.

• Initial Complaint

  Date:10/23/2023

  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.

  Headway billed me $364.16 after going through Aetna, my insurer, for a 30 minute medication management consultation. I have attached time-stamped text messages from my pharmacy and my appointment confirmation to show the amount of time that passed between my appointment starting and the prescription being sent in. In the itemized bill, they bill against two codes, one indicating an appointment of at least 53 minutes and one indicating an appointment of at least 60 minutes, neither of which is true. I believe they inflated appointment times to maximize how much they were billing.

  Business Response

  Date: 10/26/2023

  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 few business days to assist! We appreciate your patience.

• Initial Complaint

  Date:10/23/2023

  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.

  Headway charged me for a therapy session after the therapist was a no show.

  Business Response

  Date: 10/25/2023

  Thank you for reaching out to share your concerns with us. Our team has reached out directly about this appointment with a resolution!

• Initial Complaint

  Date:10/23/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by a therapist after deciding to go with a different provider. She encouraged me to do virtual sessions instead of the in-person as I had requested. When I also brought up my concerns about putting my payment information into the website that was not the therapists personal site, she assured me that it was safe and is how all therapist work. I felt pressured by how pushy she was to schedule an appointment with her even though I have no interest in a first session being ********** was unable to locate her info on the site to book an appointment so she claimed that she would do it for me. I never got to read through any of the cancellation warnings as I was not the one booking the appointment. She booked it for the very next day and it was inconvenient day/time for me. I waiting for her to send the link for the virtual session, but she was late. After waiting a little while, I had other things I needed to do and felt like it was inconsiderate to a first time patient to not communicate that she was running behind. It gave me a bad feeling so I realized she was not the best match for me. I didnt feel comfortable talking to her and she seemed somewhat new in the field. I had decided to keep the other appointment with the different provider instead where I could meet in person as I listed for my preference. The day after, I received an email stating the therapist was the one who canceled the appointment and the day after that, I was charged a $75 on my card that she encouraged me to save on file. I never booked the appointment through the site to be able to read the policy and my session did not start on time and she cancelled, not me. I would like a refund and for others to know that these site will charge you even if you do not use their services at all.

  Customer Answer

  Date: 10/23/2023

  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:10/20/2023

  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 work hard and pay good money for my insurance like most do. I put in my insurance info into my online account and it says insurance not active. I reached out 3 days ago via website, included the front and back of my insurance card. I also sent a message again yesterday and earlier today....nothing. There is no number or email address to reach anyone in this company so I have no other options. They have not fixed the info or even written an email. I also read that Headway currently has a class action law suit against them for selling private health information to ******* WTF?! Horrible and completely unethical company, I see them going out of business soon.

  Business Response

  Date: 10/25/2023

  Thank you for reaching out to share your concerns with **. Currently, we're not seeing any account associated with the information provided here. We've sent a follow up to the email provided here regarding next steps in getting your account set up! 

• Initial Complaint

  Date:10/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by Headway, an online therapy provider, that through my insurance with my in-network therapist, I was going to be charged around $20 per session. They said there could be fluctuation in price, but this was the estimate. I saw my therapist weekly for 5 weeks, being charged $20 a week to my credit card. I did not see any change in price, and felt comfortable with it.After 5 sessions, last Wednesday, I received an email from Headway that said that I had been undercharged for a session, and told me I actually owed nearly $150 for it. Since then, 3 of the 5 sessions have been altered to say that I owe nearly $150 for each session. 2 of them have not changed yet, but seemingly they will in the coming days.I understand that the company states that there could be a change in the price. But, after 5 full weeks of paying, to be told that actually the price was nearly 8X the amount that was estimated, I find it hard to believe that this wasn't purposeful. This is unethical and not right. I do not understand how this is allowed. Right now it says I owe $380, but if the other two sessions change in price, which I'm sure they will, it will be closer to $600.There is no phone number for this company. The emails I have received from them seem automated and do not actually address my concerns. I need help. I cannot afford to pay $600, I am just a student who works parttime. Even $20 a week was a luxury that I was willing to spend for my mental health. I need help!Thank you,*************************

  Business Response

  Date: 10/25/2023

  Thank you for reaching out to share your concerns with us. It looks like you reached out via our site as well and our team is currently working on this with you to find a resolution!

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been going to a provider that utilizes Headway for billing for over a year now. Before begining services I sent in my full insurance information and was told that my sessions would be fully covered. A few months ago my insurance information was randomly requested and again I was told that my sessions were fully covered. I have not had a bill for over a year until suddenly a week ago I'm told I've been undercharged and there are suddenly bills for months worth of sessions totaling over $800. Upon talking with my insurance I was told that they were out of network. Commications with Headway have just been generic responses that answer none of my questions.

  Customer Answer

  Date: 10/04/2023

  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:09/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been seeing a psychologist on a weekly basis who uses Headway for billing since the end of May 2023. I was told that my provider was in network with ***** (my insurance company) and that Headway would be responsible for submitting my claims through my insurance. As of my writing, not a single claim as been submitted. I have paid enough at this point to have met my deductible, but since nothing as been submitted to Aetna, it does not show that I have met my deductible. As a result, I have been charged the full amount for numerous other medical visits. I first reached out to Headway in early July and was told to pay my other medical bills and that Headway would reimburse me for the difference when they submit my claims, which would be by the end of August. I reached out on August 31 and was told by Headway customer service that since my provider is not in network with Aetna, they cannot submit my claims! I have confirmed with my psychologist many times that she is in network with *****. I am writing this complaint as a last resort in order to obtain the money that they owe me. I do not understand how this is legal. I have this all documented in writing since Headway does not have a customer service phone line- it is all in emails.

  Business Response

  Date: 09/08/2023

  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. 

  Customer Answer

  Date: 09/11/2023

  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:09/01/2023

  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 a therapy appointment with provide through Headway. She changed the appointment. Evening before appointment asked for a different time. I was present - sent emails requesting a link for services during appointment time. I then told her I was not wanting her to be my therapist as she couldnt show up on time, etc. She then charged me for a non show. I understand charging for the session as I was there but not ****** for a no show. I explained all this to the company and they said I would be charged the no show fee. I was there. This is an inaccurate charge.

  Business Response

  Date: 09/01/2023

  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:08/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March *************************************** April, transferred her billing services to Headway. Since that time, Headway has been overcharging me $95 dollars per session. Per my insurer's Explanation of Benefits and what I have been informed by my insurer, CIGNA, my co-pay is to be $15 per session - NOT the $110 I am being charged.CIGNA has confirmed the error is Headway's. They insist on using an incorrect billing code which erroneously classifies my therapist as being a Headway therapist. She is not. She simply uses Headway for their billing. I am aware that Headway is similarly overcharging other CIGNA clients.I have written to Headway on multiple occasions. Each time, they have conceded they are in error but are investigating the matter. In the meantime, they are holding onto my money (over $1000) and refusing to refund it.I will be reporting Headway to the **** ********** of ********* (where I am based) as well as to the ************** ********* ********** (where Headway is based). I am filing this complaint to BBB in hopes other consumers will be aware of what Headway is doing and that something can be done to stop this dishonest conduct.

  Business Response

  Date: 08/28/2023

  Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will be in contact with you to resolve this inquiry. Please reach out to us at ****************** for any concerns.  

  Customer Answer

  Date: 09/06/2023

  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:
  

  
  

  Re: ID # ******** * *******
  
   
  
  This business DID NOT resolve the issue at hand and this matter IS NOT closed.  I have notified the Ohio Department of Insurance as well as the New York Financial Services division in order to lodge a formal complaint against Headway for what appears to be an ongoing pattern of overcharging of consumers by Headway.  I demand the BBB remove any notification that this matter has been resolved - not doing so only serves to further mislead consumers.
  
   
  
  Thank you
  
   
  
  ******* ******
  
  Attorney 

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 09/06/2023

  Thank you for following up, a member of our team is investigating this issue. They have reached out and will be discussing your concerns to come to a resolution.