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:05/08/2025

  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 provider using the Headway platform for help building my private practice. I started seeing clients via Headway in February, and have had no issues until two weeks ago, when I started noticing that I am randomly started getting paid $86 for an hour long session via *********************** rather than the $95 I'm supposed to be getting per the ***************** I signed when coming on with Headway. I submitted individual tickets to the Help Desk asking to please have the payment adjusted, all of which were responded to in a timely manner for the first week. Since then, I have held four more sessions with clients with this insurance, and the issue of incorrect payment continues. I submitted tickets for each incident, which is what the Help Desk told me to do, and all have been marked as resolved with zero response from the Help Desk and no reflection that the incorrect payment was adjusted to the correct one. Headway offers no way for providers or clients to speak to an actual human, or to receive quick resolution. I have had other issues over the months for which I have submitted tickets, some of which took two or more weeks to even receive a response on. Headway already takes a significant chunk of money from what providers would be getting paid directly from insurance companies, so the fact that they are underpaying me and not one person has reached out to my past four tickets to adjust the payment or to reassure me that they will fix this issue moving forward is disheartening, at best - exploitative at worst. I want to be paid what Headway agreed to pay to me, and I want my concerns to be responded to and resolved in a timely manner. Headway is a multibillion dollar company, there is no excuse for underpaying providers or for not having enough staff on the Help Desk to appropriately handle the influx of tickets.

  Business Response

  Date: 05/08/2025

  Thank you for reaching out to share your concerns with us. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 

• Initial Complaint

  Date:05/07/2025

  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 found ****** ******* **************) through Headway. She stated she is affiliated with ******. All three of these entities are being filed against. Everything was going alright with ****** until I got sick. I got hit with a cold on Sunday morning (4/13/25) around 2:30am. I sent ****** a text (later in the day) to let her know I needed to cancel Monday (4/14/25) appointment. The following Monday (4/21/25), I go to log in to our 4pm appointment, and the system tells me the appointment had been cancelled. I did not cancel this appointment. Im not sure if maybe ****** was confused on which days needed to be cancelled? Anyway I check my account because all future appointments were cancelled, and there were charges for two cancelled appointments and a copay for 4/07/25. I paid the copay, but disputed the two cancellation charges ($100 each). The dispute was done through Headway. I texted ****** on 4/28 advising there may have been a mistake. I got no response. Headway reached out to her. They came back telling me ****** states the charges are valid for the cancelled appointments But I didnt cancel 4/21s appointment, SHE did. I got no response from her at all.. Dont use any of these three entities. They rip you off on purpose.

  Business Response

  Date: 05/08/2025

  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:05/05/2025

  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 am a provider that uses Headway for billing. Everything has been fine for the last few months until suddenly they started paying me the wrong amounts. I submitted a ticket (since there is no phone line) and they admitted it is an error on their end and that this would be handled by Monday and that it is actively being worked on. I never heard back so I followed up. My ticket was passed to another representative, who again used the exact phrasing it is actively being worked on and has repeatedly refused to provide a timeline regarding when this issue will be fixed or what is being done to resolve the issue. Every response I get is nearly identical with no information on the issue provided. It has now been almost two weeks and not providing me with the proper payout amounts, as well as refusing to respond with substantive answers, goes against my contract with them and is also illegal. They have now closed my support ticket, marked it as "resolved" despite the problem not being fixed, and have ceased communication. The resolution I am seeking is to receive proper payout amounts and an explanation as to how and when this issue will be fixed.

  Business Response

  Date: 05/08/2025

  Thank you for letting us know about this. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 

  Customer Answer

  Date: 05/08/2025

  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 a completely unacceptable response. The customer support team has not resolved the issue in three weeks of going back-and-forth and even closed a support ticket without resolving it, resulting in me having to reopen it. Additionally, they provide the same copy and paste response each time I contact them with no answers as to when this will be resolved or what is being done to resolve the issue. Headway is about to be in breach of contract, at which time I will consider legal action if this remains unresolved.

   

   

   

   

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

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

  Business Response

  Date: 05/28/2025

  Hi there, it looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the matter has been resolved but not without extreme effort over three months and no help or non-automated responses provided to BBB. I am still extremely dissatisfied and would highly discourage anyone from doing business with headway.

  
  
   
  

  
  

• Initial Complaint

  Date:05/05/2025

  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.

  Headway did not do their due diligence by charging Medical Mutual but instead charged my card on file instead so that is why I am trying to get my money back. My insurance company said Headway has not reached out to them about the charge that was supposed to go to them. Medical mutual is sending me a letter in the mail which will take 7-10 days verifying that I was covered and Headway was supposed to bill them and not me for 1/13/2025 doctors visit. They provided me a reference number for Headway to reach out to them and verify but I have not gotten any luck with them so thats why I am disputing the charge. Here is my insurance company showing I was active and the reference number they provided *************. This is the number I gave to headway to verify but they have not as of yet. I have also attached a screen shot from the 1/13/2025 doctors visit that they are charging me for and I was covered. I have been fighting back for my $120.47 for month that should not have been taken from my account

  Business Response

  Date: 05/06/2025

  Thank you for letting us know about this. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 

• Initial Complaint

  Date:04/29/2025

  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 have never experienced such incompetence from a business before. Over the past month, Headway has incorrectly verified 9 clients insurance benefits, and in some cases argued that Headway was correct even after both myself and my client verified on our own. It wasnt until after three weeks when this began that a Headway *** admitted that Headway doesnt verify telehalth copay, only in person. Considering that Headway has only credentialed me to see *** PA clients via telehalth and not in person, this is a gross oversight. Even after this admittance, Headway continues to incorrectly apply wrong ****** to clients accounts and then tells us to call the provider and provide them with a reference number, making us do the work for Headway. This being said, the latest injustice is the worst. I have clients Ive been seeing for over three months and have not received a single claim in their provider portal. Yesterday, Headway did its usual by incorrectly charging a client the full session fee even though they have a $0 copay. But, the worst thing is that they refuse to refund their mistake until the claim is processed. Given the rate of processing, that could be months. How can a business refuse to refund their mistake? What Headway is currently doing is worsening my clients anxiety symptoms, causing undue harm. When Headway works, it works, but when it doesnt, it is awful and unethical.

  Business Response

  Date: 04/29/2025

  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:04/29/2025

  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 saw *** ***** ******** in *******, ** in 2024 and 2025 and this physician uses Headway for billing charges for his practice. I have provided my insurance card to Headway twice and the provider has sent in the insurance card twice. I met my copay and deductible for both 2024 and 2025. Charges from this provider should be covered at 100%. I was wrongly charged over $800 for services that Headway cannot bill my insurance for. For some reason Headway refuses to submit these bills to my insurance and refund prepayments that were taken in error as I had 100% coverage if Headway would only *************** Blue Shield of ********. This is regarding IT Ticket numbers ******* and ******* have been closed as Headway "has to seek resolution from more experienced colleagues. Headway has stolen my prepayments and refuses to refund my health insurance prepayments and bill my health insurance. I hope BBB can help me with this apathetic company and I do not have to report this provider to the State of WI for improper medical billing practices and jeapordize this providers license because he chose an awful ****** like your company. I hope this gets resolved shortly.

  Business Response

  Date: 04/29/2025

  Thank you for letting us know about this. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 

  Customer Answer

  Date: 05/08/2025

  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]

   

   This issue is still not resolved.  Please refund me my money for prepayments that you stole from me.

   

   

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

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

  Customer Answer

  Date: 05/20/2025

  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 did not receive my refund for January, 2025 visit.  Since I now have my copay and deductible met because you waited so long to bill insurance this service should also be covered at 100% and I should get a refund for this service that I paid in error.  Also when you billed my insurer you coded the bill improperly and did not provide insurance the information that was needed.  It is not my fault that you are a billing company and do not know how to bill insurance.  If health insurance will not pay the bill because of late submission that is not my providers or my fault.  Are you going to submit this bill with the proper documentation and get this paid and my money refunded that you took in error so this whole complaint gets resolved for all prepayments that you took in error for all dates of service prior to April 2025?

   

   

   

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

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

  Customer Answer

  Date: 05/27/2025

  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.
  
   

   

  I filed a complaint against Headway in ************* and this dispute for ***** ******* VS Headway is resolved. Please close this dispute. Thank you so much for your help in resolving this matter.

  Sent from ***** ******* (**************************)

   
  
   
  
  

• Initial Complaint

  Date:04/22/2025

  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.

  On 04/08/2025, my bank account was charged by Headway for $286.79 - 3 charges of $70.90 and 1 charge of $74.09. I contacted the company immediately regarding this and received no help or resolution. I have continued to follow up with the company daily about these charges. Today, 04/22/2025, I woke up to $657.24 in charges to my card - 3 charges of $70.90 and 6 charges of $74.09. I have contacted the company no less than 20 times via email, social media, and their online portal (as they have no phone number) and I have received no answers or resolution. Headway is claiming that they are billing me for cost corrections - they just sent me an email confirming a $40 session cost (the same amount I gave payed the last 2 years I have been seeing this provider). The cost corrections are implying that my insurance is out of network and they are back billing all the way to August 2024 to cover the difference of out of pocket charges.

  Business Response

  Date: 04/23/2025

  Thank you for letting us know about this. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 

  Customer Answer

  Date: 04/24/2025

  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: they are still avoiding contact with me and have not refunded my money. 

  
  

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

  Customer Answer

  Date: 04/30/2025

  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: no refund yet, no accountability either. 

   

   

   

   

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

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

  Business Response

  Date: 05/01/2025

  We're so sorry you're having this experience. Please look out for a message from our Support team who shared additional details on this situation. 

• Initial Complaint

  Date:04/21/2025

  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.

  Throughout ***** and 2024 I used *************** which made my telehealth visits cost $25 for copay. I paid for every ******** 2025, I switched jobs and consequently insurance.I have now been charged over $400 for back fees based on my CURRENT 2025 insurance that doesn't have anything to do with past billing. They are repeatedly taking money out of my account for services I have already paid for, some almost a year ago.

  Business Response

  Date: 04/23/2025

  Thank you for letting us know about this. It looks like you're currently in contact with our Support team who will reach out directly to work on a resolution. 

• Initial Complaint

  Date:04/18/2025

  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.

  Since November 2024, Ive been using headway as a client with my therapist to do telehealth for my CPTSD. I changed my insurance plan in January so I would only have to pay my co-pay for weekly sessions. At the start of 2025, Headway contacted me saying that I was going to have to pay full price for my therapy sessions, and this sent me into a tailspin not knowing whether or not Ill be able to afford my therapy. After several phone calls to my insurance ************ PCP, it was resolved that I did not need a referral & that I was able to pay my co-pay & that this was an issue on Headways part. For a few months, everything was fine and I was paying my co-pay although in my emails my estimated session cost was zero dollars. As I knew I had to pay my co-pay for these sessions, I didnt contest this information. Then all of a sudden, at the beginning of April, I got an email from headway that my session cost had gone up to the price of a specialist co-pay. I had not changed my insurance. I had not filed any qualifying life changing events, this email just came out of nowhere. I got on the phone with BCBS and for 40 minutes they dug into my benefits to find out what the actual price is supposed to be and why they have changed this price all of a sudden. At the end of the phone call, it was resolved that I indeed only was supposed to be paying my original co-pay and they could not figure out any reason as to why Headway would just all of a sudden change this price. The frustration has come in when I have been overcharged and there is no explanation. I have been in contact with their chat support to no resolve. The messages are all very general and chat bot generated. They do not seem to care that this change has caused stress and anxiety for me. And they cannot explain to me why they charged me before the claim has even gone through as **** could not find the claim and they cannot explain to me why they charged me double and why the price just went up all of a sudden.

  Business Response

  Date: 04/18/2025

  Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out directly to work on a resolution. 

• Initial Complaint

  Date:04/16/2025

  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.

  Headway is violating child, privacy laws, in particular, the Childrens Online Privacy Protection Act (COPPA). When a parent or guardian has multiple children, they cannot merge accounts, and therefore must create unique. Email addresses for each child for the platform. **************** representative say that this is for the purpose of billing the insurance. A healthcare company requiring a minor to create an email address specifically for billing insurance companies is not only an inconvenience, but it is dangerous. COPPA restricts the collection of personal information from children under 13 without verifiable parental consent. If the company collects or requires the creation of an email address for a minor without proper parental consent or violates the regulations related to privacy and data protection, it would be in breach of this law. Payments have to be made through that childs portal, credit card information has to be updated through the childs portal, notification of payments, security notifications password update notifications and links are all sent to the minor email account. This can happen without the parents knowledge in some cases unless they are closely monitoring it and it goes to them in many cases, people do not have knowledge of these laws and regulations. In the event of a preach, a minor would not know what to do with this information and it opens them up to social engineering attacks, which they may not know how to handle. As a cyber security professional, Im telling you this needs to be addressed ****. It is 2025 and technology is available to merge accounts, it is an injustice two clients not to utilize it.

  Business Response

  Date: 04/17/2025

  Thank you for letting us know about this. It looks like you've been in contact with our Support team who will be passing along this information to our internal team for further investigation.