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Business Profile

Health Care Referral

Headway

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Care Referral.

Complaints

Customer Complaints Summary

  • 220 total complaints in the last 3 years.
  • 139 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • 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.
  • Initial Complaint

    Date:04/14/2025

    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 filing this complaint against *********************** for ongoing fraudulent misrepresentation, unauthorized billing, and deceptive consumer practices.Before scheduling counseling sessions for my daughter, ******* I contacted Headway to verify insurance coverage. Headway provided written confirmation that our plan was covered at 100%. These assurances were the only reason I moved forward with their services. We even took our time and waited weeks to ensure everything was set up correctly before starting ********, months later, Headway emailed me stating:> Were reaching out with an update your specific plan is out-of-network with Headway... Were so sorry this wasnt flagged to us earlier Youll be responsible for the full cost of the session.This is not an honest mistake. It is a clear example of systemic failure and a gross breach of trust. They are shifting the consequences of their misrepresentation onto me after the ******* put it simply: this is like taking your car in for warranty-covered repair work and then being told after the repair is done that your warranty didnt applyand now you owe the full amountbecause they failed to catch the issue beforehand. That would be outrageous in any industry, and its even more harmful in healthcare.I have saved emails from Headway clearly confirming coverage. This isnt just my experienceIve found countless similar complaints online. Even my insurance provider acknowledged theyve received many complaints about Headway and said they are difficult to deal with.There is no customer service number to call. There is no escalation path. There is no accountability. You are left with email chains that go nowhere while still being charged. This is a pattern of abuse, not a one-off error.I request:1. A full refund of all improperly billed sessions.2. Immediate cancellation of any outstanding balances related to this error.

    Business Response

    Date: 04/17/2025

    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:04/10/2025

    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.
    Hello, my name is ******* ****** and I was reaching out in regards to my account with ********************. I started seeing a therapist October 2024 and everything was fine. As the new year approached, Headway informed me that my insurance would no longer be in network which is fine. However, I was informed that I was billed wrong through Headway from all of the sessions Ive had with my therapist but no one has given a full breakdown. All I get are the emails from agents since the company cant be contacted any other way. I was told to view my billing and to make the necessary payment arrangements. I dont want to make payments if nothing is owed on my behalf. One section says that payments were made on certain dates and the other **** says that I owe for the same dates. I would just like to get to the bottom of this issue so I can be through working with Headway in the future.

    Business Response

    Date: 04/10/2025

    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:04/10/2025

    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.
    I was receiving psychotherapy from my therapist through Headway platform. I had been private paying through Headway in 2024 until I got my insurance coverage on 1/1/25, at which time I entered the insurance information into Headway's website. I did my best to switch from private pay to insurance pay on Headway's website but it was very confusing. There is no phone number to call Headway. Headway's website states that it can take 6-8 weeks for insurance billing, so I gave it a little time. I have paid Headway $900 in 2025 for services that should have been billed to insurance. I confirmed with my insurance that they cover 90% of the services through Headway. When I reached out in early April to Headway to address this, they stated that they cannot go back more than 30 days to refile an insurance claim. This is unethical, unprofessional and it appears that they are taking advantage of people who are trying to improve their mental health conditions. I am a healthcare worker suffering from PTSD and not only did they make this system unnecessarily confusing, they have been completely unhelpful. I have a masters degree and also work in mental health and I have found this process shocking and completely inappropriate. I will be able to submit my super bills to my insurance for reimbursement but I should not have to go through these hoops to get care, when it is obvious that no one would choose to private pay when they have perfectly good insurance. This has caused a great deal of extra stress.

    Business Response

    Date: 04/10/2025

    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:04/07/2025

    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 paid Headway out of pocket for 3 mental health sessions with an in-network provider in October 2024, when they were not supposed to charge me. But rather they were supposed to submit claims to my insurance provider (*****************) who pays 100% of my in-network mental health costs. I have still not received a refund/reimbursement for those sessions. Despite the fact that *** paid Headway for all 3 sessions in November of 2024. At first they said that they couldn't refund me because they could not be paid by ***. But after I confirmed with UHC that Headway had already been paid, they have been stringing me along claiming "engineering issues" are preventing them from issuing me a refund.

    Business Response

    Date: 04/11/2025

    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.

    Customer Answer

    Date: 04/15/2025

    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 have received communication from Headway that they are issuing a refund check for the three sessions in question. But that process has already been in progress for nearly 2 weeks.

    Once I have received that check, I will accept their response and resolve my complaint.

    But given the long history of haggling with them, and my lack of trust in them to follow through on what they are saying, I will not resolve the complaint until payment has been received.

     

     

     

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


    Sincerely,

    **** *******




     

    Business Response

    Date: 05/09/2025

    Thank you for following up on 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: 05/19/2025

    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.

    Sincerely,

    **** *******



     

  • Initial Complaint

    Date:04/03/2025

    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.
    After using the Headway platform for over a year and a half, I received an email on 3/24 that my visits have been "out of network" with my insurance. In reviewing with my insurance company, no claims have been filed [with the insurance company] since October of 2024. All claims filed up until that time were paid by my insurer. I responded with this information, sent copies of my insurance card for clarification, and asked for correction. I heard nothing back until 4/2, when they said they had again called my insurance and still insist that I am not covered. The email says "At this time we do not have an open balance on any of the claims...", yet my Billing History page [in the Headway app], shows 5 upcoming charges for over $400. I again called my insurance. The last call they have from Headway was on 3/21, regarding coverage for a provider I am not seeing. Since this started on 3/24, and the last call to my insurance was on 3/21, Headway is either calling the wrong insurance or they did not call at all after my email to ******* addition, there is no way to contact Headway regarding this issue other than email, which they do not respond to in a timely manner.I would like to have this issue resolved right away, so that I can continue seeing my provider.

    Business Response

    Date: 04/03/2025

    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:03/31/2025

    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.
    Headway is a company which handles billing and scheduling for therapists and their patients. They require a payment method upfront and once you have each therapy session, they charge you an "estimated" amount based on how much they think your insurance will bill you. Once they submit your claim, if the amount you should have been billed is lower, Headway claims they will refund the difference. I started with a new insurance carrier at the beginning of this year and Headway estimated my therapy visits would be $117, even though my insurance company only charges a $20 copay for therapy sessions. However, I went forward with three sessions, believing that I would be reimbursed for the overcharges once the claims were submitted. However, it has now been two and a half months since my first therapy session and Headway has not submitted any of my three claims. I have reached out to them numerous times; I'm only able to submit support tickets online, because they do not have an inbound call center. Each time I've submitted a ticket, I receive difference reasons why my claims haven't been submitted. First, Headway claimed they were not "allowed" to submit a claim until they receive confirmation from my insurance company that they can start submitting claims (I checked with my insurance company and this is false). Then, Headway said they accidentally sent my claims to an entirely different insurance company. Then, they said they sent the claims to the wrong state for my carrier. Today, they said they are checking to verify the details of what my insurance will even cover, even though this has been confirmed numerous times in my exchanges with them (I had even provided them reference numbers to my calls with my insurance company).

    Business Response

    Date: 04/01/2025

    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:03/26/2025

    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.
    On 3/5 of this month I had an appointment with my doctor. The appointment was scheduled for 3:00 pm. At 1:56 I received a text that the doctor had canceled my appointment. I have been charged a $200 cancellation fee and also received an overdraft from my bank for $36. I have now seen that the cancellation was not sent from my doctor but directly from Headway. I have been in touch with my doctor and have been emailing headway daily. They just keep telling me to be patient . They tell me to check with my doctor. She has also been emailing them of their error with no answer yet.

    Business Response

    Date: 03/27/2025

    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. We appreciate your patience. 

    Customer Answer

    Date: 03/28/2025

    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 is the same response I have received from them for the past 3 weeks. My doctor also received a email that would not refund me. Every other day I have an email saying they are working on this.

     

     

     

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


    Sincerely,

    ***** ****




     

    Business Response

    Date: 03/28/2025

    We're sincerely sorry that this has been your experience. Please look out for a response from our Support team regarding the resolution for this. 

    Customer Answer

    Date: 04/01/2025

    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.

    Sincerely,

    ***** ****



     

  • Initial Complaint

    Date:03/24/2025

    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.
    I used the platform Headway this last year to continue therapy sessions. When I started the platform I entered my health insurance information to get a copay estimate to decide if I would be able to continue my mental health journey. They quoted me at $15 a session. 5 sessions into using this platform I received an email from Headway stating that they did not process my insurance correctly and that I was actually not covered by health insurance for my sessions. I was offered two more sessions at the rate they charged me with and now out of nowhere, almost 8 months later, I am being charged back pay, adjustments, on sessions that were already paid for. I started sessions on July 18, 2024 and they notified me on August 31, 2024. However I did not realize they were going to try to make me back pay for sessions that were already completed during their mistake as a company. This is stated in the email that was sent to me that they made the mistake. I am unsure how they can ethically or legally make me back pay almost 8 months later for a mistake that their billing department made and did not resolve that issue immediately. I just received my first unexpected bill to my credit card from them of $114.08. I need help with this issue and to ensure they will not be billing me forward as this is a mistake on their companys part that I had no control over. This is completely unethical and this company is scamming people out of money that will greatly have an effect on their mental health. This will become an even greater debt and they have no obvious customer service options outside of email to speak with a person to make sure there is an understanding of their plan of actions. Completely a scam to people looking for help with their mental health and they are taking peoples money.

    Business Response

    Date: 03/27/2025

    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.

    Customer Answer

    Date: 04/04/2025

    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 have not had any response from Headway in regards to my issue and it has been over 2 weeks. They have not resolved any issue and no one of any sort of management has reached out to me to resolve the issue that they have created. 

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 04/15/2025

    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:03/21/2025

    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 receive psychiatry services through Headway and was supposed to have an appointment with my psychiatrist on 3/20/25. However, my psychiatrist informed me that I had a balance on my account that had to be taken care of before I could have another appointment, which was odd to me because no other medical provider had ever refused services because of a balance on the account. I tried to update my HSA card but there weren't enough funds on my card to cover the balance on the account. The provider said we would have to reschedule since I couldn't take care of the balance. On 3/21/25, I received an email from Headway saying that my HSA card was debited $50 for a "cancelled" appointment. It's ridiculous that this company refuses services when I have a balance of $200 but still charges me $50 as if I had any say in the appointment being cancelled. To refuse services to people who are already struggling with their mental health because of an inability to pay a small balance is ridiculous and unprofessional. At least make it so people can make payments instead of needing to pay the full balance and refusing services if they can't.

    Business Response

    Date: 03/27/2025

    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. 

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