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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:02/13/2025

    Type:Product Issues
    Status:
    Answered
    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 been using Headway through insurance with my mental healthcare provider since June, 2024 without issue until January 13, 2025 when I received an email that all of my past sessions from July 15, 2024 and onward would be charged as out of newtwork. On January 23, 2025, I got an email saying they were working on the issue with *********************, however on February 3, 2025, I received an email saying that they would be be charging me a total of $1580.33, reflecting a rate of $250 per session, which is higher than what my provider charges for out of network. I sent multiple emails in response to which Headway did not reply.

    Business Response

    Date: 02/14/2025

    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:02/12/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 covers Headway. Headways system does not recognize this fact. One of my providers spent significant effort getting Headway to recognize that they are covered by my plan. However, they did not update their system so the provider from my child was told by Headway that we werent covered. I contacted Headway about this, but they did not respond. Because of this, my child who is in crisis was not able to meet with their therapist. This company is not responsive and seems to be running on ever bare minimum with no concern for its patients.

    Business Response

    Date: 02/13/2025

     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. 

  • Initial Complaint

    Date:02/11/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 refuses to submit my insurance claim to my insurance provider (*****************). I have not seen any insurance claims come in from Headway for the past 5 months for any of my therapy sessions. I have submitted a ticket and waited as requested by the representative but they refuse to provide any update. I just want my claims submitted to my insurance carrier so I can be charged the proper amount......

    Business Response

    Date: 02/11/2025

    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: 02/12/2025

    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:

    Headway provided me with a copy paste generic response instead of actually looking into my file and checking my situation. They are blaming my provider's credentialing date in the system which is not an issue because my provider has other Anthem clients who are not going through this issue. I am about to hit my insurance deductible. Headway wont submit my claims to my insurance carrier. I literally just want them to finish the job and bill my insurance carrier.

     

     





     

    Business Response

    Date: 02/18/2025

    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: 03/05/2025

    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:02/11/2025

    Type:Billing Issues
    Status:
    Answered
    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 billed most of my claims incorrectly to my insurance, first billing to the wrong insurance and then subsequently billing under the incorrect provider information, resulting in 13 denied claims. Ive reached out to their support for over 1 month, noting the denial codes and asking them to reach out to my insurance and get the proper resubmission of claims to get them covered and received a response stating for me to reach out to my insurance which I have already done and already understand that the billing issue is on the part of Headways responsibility. They have no way to reach someone in billing and have provided no support or even attempt at resolving the issue. Their support is nonexistent and nobody at my insurance can contact them for a resolution. They will not assist with resubmitting the claims appropriately.

    Business Response

    Date: 02/11/2025

    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: 02/17/2025

    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:

    the company continues to refuse to contact my insurance and resubmit my claims. They have made assumptions as to the denial of my claims but have not made any attempt to contact my insurance to understand why the claims were denied. My most recent claim on 12/11 was approved and invalidates their provided explanation.  

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 03/06/2025

    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:02/11/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    Company has pending payments for my account with them, but my insurance company has paid for all my therapy sessions. The company has not responded to my request to address issues. There is no number to contact cs and they dont respond to emails.

    Business Response

    Date: 02/11/2025

    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. 

  • Initial Complaint

    Date:02/11/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Hi, I requested that my professional profile be removed from their platform over two weeks ago. I have sent a follow up email and now I'm not getting responses. I no longer wish to be affiliated with their company and they are refusing to remove my profile.

    Business Response

    Date: 02/11/2025

    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. 

  • Initial Complaint

    Date:02/05/2025

    Type:Product Issues
    Status:
    Answered
    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 experience with Headway has been extremely poor and borderline fraudulent. I do not recommend any therapist or client use this company. On Jan 21, 2025, I contacted my insurance, Anthem, to confirm whether they have been processing claims for therapy visits as I had not received an EOB from then. ****** stated that they have not received any claims from my therapist, nor the third-party billing system she uses, a company called Headway. I contacted Headway via their ticket email system on Jan. 22, 2025 stating my insurance did not have any claims from them. I got a response on Jan 23rd stating this: " The credentialing information is not fully loaded in the payer system of ***************** **********. In this case, we hold claims from being sent until we receive confirmation from the insurance company that we can begin submitting claims. "My Therapist was credentialed with Anthem in July of 2024 and confirmed that she has other clients with ****** that have claims successfully processed. Thus, Headway's response is completely false, and they have purposely withheld my claims for reasons I do not understand besides fraudulent billing practices. They have stopped responding to my emails. Headway now has $845.64 worth of claims that have NOT been sent to Anthem and are not being applied to my deductible. If my claims were sent in a timely manner, I would have passed my deductible, and the last two visits would have been covered by my insurance. Headway now **** me money. Headway needs to send all of my claims to Anthem immediately and owes me a refund for the overcharged visits that were not processed accurately.

    Business Response

    Date: 02/06/2025

    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: 02/07/2025

    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:

    An email was sent simply stating theyll look into this, this is not a solution. I would like evidence that my claims are being processed and sent to my insurance and I would like my refund for the overcharged visits. This is an ongoing issue and has not been solved 

     

     

     

     

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



    Sincerely,

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




     

    Business Response

    Date: 02/11/2025

    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:02/04/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 using headway with my current insurance since Nov/Dec of 2024. After the New Year the website is telling me that my health insurance plan is no longer active, checking with my employer and the insurance company refutes this. Attempting to re-enter my insurance information ( Member ID and Group number), the Member ID comes up correctly, but the Group Number keeps getting changed from what I enter. I believe this error is causing my insurance to be rejected. Attempting to fix the issue I contacted customer support. I have had a support ticket (#*******) in for 17 days now, and two weeks ago I was informed by "customer service" chat-bot that my inquiry was routed to specialists and I would hear back within 72 business hours. Putting aside the absurdity of waiting two weeks for customer service, I have still not had heard anything. This company isn't making sweaters or burgers, this is peoples healthcare. I have not been able to see my provider, and my provider has not been able to get paid.

    Business Response

    Date: 02/04/2025

    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: 02/06/2025

    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:

     Headway, yes I was in contact with your customer service, two weeks ago. The only way I was able to get someone to finally respond was by filing this complaint. Still wasn't able to talk with a human being on the phone.

    Sincerely,

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




     

    Business Response

    Date: 02/07/2025

    Thank you for following up on this. Our Support team will look into this further and reach out to you within the next business day. We appreciate your patience.

  • Initial Complaint

    Date:02/03/2025

    Type:Product Issues
    Status:
    Resolved
    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,I am a provider and my Ticket ID: ********* am reaching out in regard to a matter of not receiving the correct amount from a referral I made. During, Black Friday if you referred a provider you would get paid $750. I have received $350 so far. When asked headway about this they apologized and said they would send me the other $200, since they could only verify I referred 2 clinicians. I sent additional **** that I have in fact referred 3 total clinicians with little response. In addition, the other $200 they sent me an email about twice now, the link does not work. Its not the right link, because it usually comes from ******. I have included pictures and videos in my emails of the issue.I would like my issue reached by someone higher up and resolved. I have referred 3 providers, ******* ** ****** **, and ******* *. (****** is the one their stating I did not refer, but I sent proof that I was paid out for referring her and it was a glitch in their system.) I am requesting the $400 remaining of the $350 that was paid to me, equating $750 total. Thank you!

    Business Response

    Date: 02/04/2025

    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: 02/05/2025

    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:

    I've been working over email with the support team for over a month and my issues have not been resolved.  I would like to be directly reached by telephone, so we can efficiently resolve my issues.  

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 04/17/2025

    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: 04/18/2025

    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:01/30/2025

    Type:Product Issues
    Status:
    Answered
    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 a 6:00 PM appointment on Jan 27, 2025. The provider emailed me at 10:36AM the same day to cancel and reschedule our appointment to an in-person visit. She offered two dates, 1/30/25 and 1/31/25, neither of which worked for **** then asked to cancel instead, and she charged me a $100 cancellation fee.She canceled our scheduled appointment at 6:00 PM on 1/17/25, so she can't charge me for that. The policy is also that you are allowed to cancel within 48 hours of the appointment, so she can't charge me for not accepting her replacement dates, which were several days ahead. And I didn't even accept them in the first place.There is no scenario where I am responsible for cancelling the appointment.She has ignored every call and email since then.

    Business Response

    Date: 01/30/2025

    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: 02/19/2025

    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:

    The business did not resolve my complaint. They haven't responded to multiple emails and phone calls.

    Best
    ****


    Sincerely,

    **** ******




     

    Business Response

    Date: 03/04/2025

    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. 

Headway is NOT a BBB Accredited Business.

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