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:03/31/2023

  Type:Product 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.

  On January 11th, I was overcharged for a provider session. Since then, I have made several attempts to resolve the issue. I have:- Contacted Headway support multiple times - Filed multiple complaints with my FSA - Reached out to Headway on Instagram because support was unresponsive - Asked my providers to contact them Recently, a support member contacted me via email (only after I posted on Instagram) and stated that they could not reimburse me due to a block on the dispute by my bank/FSA. They offered to send a physical check, but later changed their decision and agreed to accept the dispute for the 1/11 session charge.Upon contacting my FSA, I learned that there were no holds or blocks preventing a refund. I suspect that something is amiss with this company, possibly a lack of funds to reimburse me for the overcharge. I still haven't received the reimbursement for the overcharge.

• Initial Complaint

  Date:03/28/2023

  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've been seeing a fantastic therapist who I found via Headway. My insurance covers all but a $35 co-pay. Two weeks ago my therapist told me that Headway informed her my insurance is no longer active. I contacted my insurance company who informed me Headway is incorrect; nothing had changed with my insurance coverage. I contacted Headway via their online system, provided them with front and back copies of my insurance card, and explained the situation. Neither I nor my therapist received a response back from Headway.The date of my next appointment arrived and my therapist let me know she sadly needed to cancel the appointment because Headway claimed my insurance was canceled. She understood that the problem was not me - this is apparently a very common situation for Headway to create. Regardless, I again contacted my insurance company who again confirmed I still had insurance, nothing had changed. I again resubmitted all my information to Headway through their online system (since there is no other way to contact them) and yet again received no response. I had to skip a therapy session due to Headway's negligence. This problem is still unresolved. In addition, Headway's site now tells me I do not have an account with them, when I have had an account for months..I am not in crises so skipping a session with my therapist, albeit upsetting, was not life threatening for me. However, for other clients who may be in crises, this denial of a scheduled therapy session due to Headway's negligence could be a literal life-or-death situation. As a mental health company, Headway is operating in a dangerous fashion. There needs to be a way to contact them besides their online forms. They need to respond to clients in a reasonable span of time. If Headway wants to continue to be in the mental health arena, they cannot continue to literally put lives at risks because they do not follow good business practices.

  Customer Answer

  Date: 03/30/2023

  Better Business Bureau:
  
  Although I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me (they blame my insurance company, my insurance company blames them), Headway is still putting lives in danger by NOT responding promptly to inquiries. I provided them with the information they requested twice over two weeks before I received a response from them. Their delay in helping me correct the issue resulted in my therapist having to cancel my appointment due to Headways rules, and this cannot be allowed to happen. I am not in crisis, but for a patient who is, having an appointment canceled last minute due to Headway NOT having adequate customer service is dangerous and unacceptable. Headway NEEDS to do better. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/24/2023

  Type:Sales and Advertising 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 insurance renewed on January 1st, 2023 and the insurance company is now covering mental health services at 90% before the deductible has been met. I informed my provider and Headway of this matter in December, in January I was billed at ***** per session. For 3 months my therapy office and myself had emailed Headway to resolve the issue and reverify my health benefits. After 3 months of absolutely no response, I found the email of the president and cc'd him on my email to his company. That was a Friday, Monday I received my first response that I had been refunded of the charges and that my insurance had been reverified and I would be billed at **** going further. Well this morning, I was just charged ***** per session for 3 sessions. The company does not care about customers, I am still awaiting a response from my email this morning. They steal money from customers, they still owe me **** from the previous sessions that my MRA paid, but now they have taken 278 from me once again that I have to fight to get back. this is disturbing that a company is allowed to operate in the mental healthcare field at this gross negligent capacity. I will be having my attorney looking into this matter.

• Initial Complaint

  Date:03/20/2023

  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.

  ******************** overcharged me for an appointment that I had with a doctor. ******************** failed to apply my insurance, who is responsible for 80% of the bill, and instead charged me 100% of the bill. The doctor confirmed my insurance with ******************** weeks before the appointment, and ******************** indicated to her that I would only be responsible for $224.60. ******************** received my insurance card (from me) weeks before the appointment. Yet, after the appointment ******************** indicated that I had not met my deductible (which is false) and charged me a total of $1081. I contacted my insurance company who confirmed my deductible has been met. My insurance company indicated that ******************** never even filed a claim with them -- which means they literally didn't do their job and instead charged me directly. They have been elusive when trying to solve the issue, feeding me nothing but boilerplate responses until they finally closed my case and told me to resubmit the concern. Since they charged my card an huge sum, I have now received a large interest charge ($18) for the month and this will continue until they solve the issue. ******************** needs to refund my money and pay for the interest charge until they solve the issue. They have stopped responding to my request of more information and resolution, and when I try to submit a new case it doesn't create a new case.

  Business Response

  Date: 05/10/2023

  The business is looking into the issue, thank you!

• Initial Complaint

  Date:03/17/2023

  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 received a surprise bill for $245, they guarantee no surprise billing on their website: ******************************************************** But they failed to inform me and I look to find they already charged me $245! They never informed me the cost I the appointment. This business is predatory and takes advantage of those seeking mental health services.

• Initial Complaint

  Date:03/06/2023

  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 used the program to locate a provider. She ran my insurance and informed me that my sessions would be $25. I paid for and attended two sessions, after which I was billed an additional $250 by headway. I canceled all further appointments as this completely drained my HSA. The provider told me that she would look into it and I never heard from her again. This was maybe 2-3 weeks ago now. I was just attempted to be charged again another $130 fir missing@ an appointment I didnt set. I contacted the provider who told me appointments had to be canceled with her despite the fact I had no appointments scheduled further since she stole the last chunk of money from me. This is a scam set up to rob people who are just seeking help and others need to know not to use this company.

  Customer Answer

  Date: 03/31/2023

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

• Initial Complaint

  Date:03/03/2023

  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 visited my mental health provider on 1/5/23. They used headway to 'bill my insurance'. I paid a $40 copay to headway, prior to my visit. They someone billed it incorrectly under a provider that I have never seen or heard of and through a plan that I have never heard of. So the claim has been denied. Problem is, it never actually went through the correct plan and was billed under an incorrect provider. There is no phone number to contact anyone to make the correction. In the meantime, I found out I shouldn't have had to pay anything for a copay. So I cannot get my money back until they reverse the claim, which I cannot get them to do because there is no phone number. I have tried reaching out via email, but can't seem to get anywhere. This is ridiculous and bordering insurance fraud as the main information on this alleged claim is incorrect. I cannot submit the claim correctly until they handle the false claim.

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Headway Behavioral Health Management, Inc. has been resolved. However, it took multiple arguments and them telling me I was wrong and they weren't even though I had proof they were. After hearing from me and my provider reaching out they allegedly retracted their claim for my provider to direct bill. 
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:02/21/2023

  Type:Billing 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.

  Headway is a website used for medical services, specifically for therapist appointments. They have cancellation policies dictated by providers, where this particular provider has a cancellation policy where you cannot cancel within 24 hours. I never attempted to cancel my appointment but the provider changed my appointment without consent within 12 hours of the appointment. Upon reaching out to the provider (*************************) I was told, "Hi ***, Let me look into this and get Headway to work on the refund.Thanks." on January 21st. No attempt at resolution has been communicated since and Headway themselves do no respond to any email queries except with an automated message saying to reach out to the provider. I've made good faith attempts to resolve the issue but to no avail. I was falsely charged for a "no-show" when I was at the appointment at the time I had said I was available and the only time I had consented to scheduling the appointment. The charge was then applied to my account by the provider when she did not show up to the appointment but instead to one she scheduled without any correspondence from me.

• Initial Complaint

  Date:02/14/2023

  Type:Product 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 psychiatrist said I had to use Headway for billing for my insurance, Aetna. My insurance 100% covers the mental health service I received. Headway charged me instead of my insurance, even though it was covered completely. It was $265. I confirmed with my doctor and insurance company that I should not have been charged. I was not notified before being charged. This company has no phone number and can only be contacted via contact form online. I reached out on 1/18 and no one responded for 7 days. When they finally responded, they insisted I close the charge dispute with my bank before refunding me. I did so and sent proof. They said my refund would be issued in 3-5 days, this was 6 business days ago. I reached out twice since then with no response at all.

• Initial Complaint

  Date:02/08/2023

  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 connected to a wonderful therapist who uses the Headway platform. After my fifth session I was told that Headway made a mistake and my insurance in fact did not cover me and I would have to pay in full for all previous sessions.After calling Excellus BlueCross, I found out that they had been trying to reach Headway with multiple receptionists and they had finally got through and negotiated to have my therapist be in network. It wasnt an issue with my insurance. There is NO phone number available anywhere and my email went unanswered. This is an impossible company to work with, especially considering how hard it is already to get mental health services.I would like for them to actually do their jobs and give me a real number for a real person to call and sort all of this out. Thank you.