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:08/03/2023

  Type:Product 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 signed up Saturday. Made appointment within an hour. Appointment time 7pm. Received email confirmation of my appointment. 7pm...7:15pm... 7:30pm... Nothing. I checked the ringer on my phone. Perfectly fine. Made another appointment for next morning. Received email confirmation for appointment for next day Monday.Monday 8:30am...8:45am... 9am... Nothing. I emailed Headway to inform them of the first 2 negilagent appointments.9:23am 53mins later, provider calls me. Note: Headway site states 1st initial consult 15mins. My consult was 4mins 37sec. During my under 5min consult, Provider set up 1st official appointment for Wednesday 7:30am (Today). I log onto zoom, enter meeting ID and passcode the provided emailed and texted to me. 7:20am... 7:30am... 7:45... 8am... Nothing. I sent provider a message informing her how long I waited, she responds by saying she waited until 7:45am.100% False. Within an hour, I received a notification my bank account was charged $200 for cancelling appointment. I emailed Headway and received a response saying they spoke to the provider and she said she was on the meeting. Absolutely impossible!Also they will not refund me my $200. Charging $200 for a service that was never provided is called "Fraud". Stating initial consult is "15mins" however receiving 4mins 37sec consult is called what?I've filed a claim/dispute and complaint with my insurance company. Once the $200 charge post on my account (Currently pending), I will file fraud charges with my bank.

  Business Response

  Date: 08/03/2023

  Hello, 

  Client was refunded for cancellation fee, at Headway providers charge cancellation fees at their discretion. Due to the lack of response, we have refunded client for $200, refund has been processed and will be visible in 3-5 business days. Client has been notify of this as of 8/2. 

  As for consultation timeframe, this is ultimately up to the provider as well, Headway functions as a **************** for providers to submit to insurance. We do not interfere in the client and provider relationship, we will actively review this complaint with our internal team and offer to rematch the client.  

  Customer Answer

  Date: 08/04/2023

  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:07/10/2023

  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 has charged my debit card twice in a two week period. Ive canceled my membership back in 11-2022. It seems odd that after 8 months they started to charge me again. Headway, refund my account and delete my information.

  Business Response

  Date: 07/31/2023

  Hello! 

  This issue has been resolved via our messaging service on 7/11/23, we have attached communication with the client determining a resolution of where charges were coming from on our site. We have reached out to the client to confirm issue has been resolved. 

   

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Ive customer service agent not available. I am trying to speak to someone and no live person is available.

• Initial Complaint

  Date:06/15/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 contacting with Headway as a Mental Health Therapist for approximately 6months. During this time, they have not compensated me and many other providers as agreed to. I currently have not been paid for the current pay cycle. I have reached out to Headway and inquired if company has sufficient funds on hand to properly compensate contractors as advertised and agreed up. A Headway Rep guaranteed me the company can and will fund provider compensation.

• Initial Complaint

  Date:06/14/2023

  Type:Billing 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 had an appt scheduled but the provider cancelled and had to reschedule. When i had to reschedule the second appointment they charged me a $75 fee for cancelling. The appt was only rescheduled because of the provider snd same courtesy should be given. Had the provider met the original appt there would have been no need for a second appt.

  Customer Answer

  Date: 07/09/2023

  At this time, I have been contacted directly by Headway regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   They refuse to refund me

   

   

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

  Sincerely,

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

  Business Response

  Date: 07/31/2023

  Thank you for following up, we are sorry to hear you have not had your issue resolved. 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!

  Business Response

  Date: 08/03/2023

  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: 08/04/2023

  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:06/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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've been seeing this great professional who happens to use Headway.co for their billing services. When they collected my insurance information I was in network and I know I needed to reach a deductible of $500.00 before my insurance would help out with co-pays. On the dates of 3/15, 3/31, 4/12, 4/28, 5/12, and 5/20 I have been billed a total of $130*6 which should total $780. It seems that would put me over my deductible but Headway has not submitted one claim to my insurance company where it does not reflect that my deductible for the year has been met. I have had other unrelated medical visits from other billing providers that have had no issue in billing and submitting claims. Also, I have contacted my insurance company inquiring if any claims from Headway have been submitted and of course that has not been performed either. The professional I'm seeing has also reached out to headway with no replies. I am saddened about how frustrating this process is because not only may I have to find another professional, but it's **** and I have other medical visits to arrive to and with the deductible not shown met because of Headways unprofessional handling of the billing will cause me to pay more than what I should. There is no contact phone number and when you do reach out via support the request I need is not available.

• Initial Complaint

  Date:05/19/2023

  Type:Order 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 am a mental health therapist and had a thriving practice until Headway. I utilize Headway for billing and insurance credentialing. I have been with Headway for over a year. I am an LCSW and pride myself in building trust with my clients. Over the past year, Headway has caused my clients and myself an incredible amount of stress. First, Headway told my clients that they were "covered by their insurance" and had "little to no copay." My clients and myself believed Headway that their insurance covered their sessions. Headway did their "verification process." My clients would not have proceeded with weekly or biweekly sessions if they had known the sessions were not covered. Out of nowhere, my clients started receiving surprise bills for enormous amounts of money (months of sessions at approximately $150 a session were billed). My clients pleaded with me to help and I desperately contacted Headway regularly. They did nothing and there is no phone number to reach them. Meanwhile, more and more of my clients started receiving surprise bills and Headway would just send me automated emails saying there was a mistake and my clients will have to pay. They also state in the emails, "sorry, we know this is a headache." Then, in late April 2023 Headway tells me THEY (Headway) made an "error" and my BCBS clients are not covered and I will have to "end therapy" with these clients or they will pay out of pocket. I was informed without any explanation that I will no longer be able to see ********** Blue Shield clients or take new clients with this insurance because of "their error." I tried many times to get answers. They ignored my emails or sent an automated response. To this day I do now know what the error is. This situation has crushed my thriving practice, has caused my anxiety and gives me no credibility with clients that once trusted me and Headway. Last night I received 12 automated emails for the same client saying she will owe for sessions since January.

  Customer Answer

  Date: 06/15/2023

  At this time, I have been contacted directly by Headway regarding complaint ID ********, however my complaint has NOT been resolved because:

  [The business has been in contact with me but the situation has not been resolved. Headway has communicated that they are "working on it." ]

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 08/03/2023

  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: 08/06/2023

  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 at this point in time.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 records show that I paid for 11 sessions at the rate of $89 and 1 session at the rate of $131. After contacting my insurance, it appears as if my deductible was met on 2/25/2022 for $250 so my responsibility should have only been a $20 co-pay from the beginning of my sessions, but Headway continued to take the higher rate of $89 per session directly from my debit card which was not authorized especially after confirming with my insurance that my deductible was met. My therapist and I both have reached out many times and at this point, I haven't been provided with an update since February. I have sent them their invoices that reflect them charging me a higher rate as well as the EOBs from my insurance that highlights the discrepancies and Headway has still not provided me with a refund. This has been ongoing for months and I would like my money back.

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 therapist's practice switched to use Headway as their billing company in November 2022. I have been seeing the same provider since March 2021 with the same insurance coverage the entire time I've been seeing her and she has always been in-network. However, since November, Headway has not submitted ANY of the claims from my sessions with my therapist to my insurance. After submitting an email request online (the only way to contact customer service at *********************, at first, they said the reason was that they were "waiting on the green light from BCBS" before they could submit claims on my behalf. BCBS confirmed there was nothing on their end that prevents Headway from filing claims. Headway then still insisted that my provider is "not rostered correctly" and it's showing that she is out-of-network and if they attempt to submit my claims, they will come back as denied which would "cause the patient undue stress." I again call BCBS to determine what needs to be done to roster my provider correctly. They insist my provider is rostered correctly and there is nothing on their end showing out-of-network and there is no reason Headway can't submit the claims. It wasn't until then that Headway admitted they are not capable of submitting out of network claims to any insurance company, due to platform limitations. This does not even apply to me since my provider is indeed in network, however I find it absolutely absurd that this company doesn't even have the ability to submit out of network claims. Not everyone sees their provider in network. This has been going on for 6 months now with no resolution. I first contact them in February about this issue and nothing has been resolved. Since they won't submit my claims, my insurance does not reflect that I have long ago met my deductible and now I continue to have to pay HUNDREDS of dollars more per month for medications that I absolutely need. It's negatively affecting my life and Headway refuses to do anything about it.

  Customer Answer

  Date: 06/08/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Headway regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 therapist uses Headway to be in-network for my insurance provider & for billing purposes for our sessions. I have a health reimbursement account (***) through United Healthcare, that automatically covers any out of pocket expenses that insurance does not cover - including co-pays and anything not covered while I'm working towards my deductible. Between April 1 to May 10, I had six therapy sessions - all of which I was incorrectly charged for on my credit card. These appointments were also processed by insurance and paid for by the *** (Insurance paid the provider directly with my ***). So, I've essentially been charged/paid twice for each appointment, totaling around $858. I'm including an attachment showing the dates of service, charge amount, date my card was charged, and date my *** paid the provider. Also including explanation of benefits documents to show that I do not owe the provider. Desired outcome is to have these charges removed from my credit card.