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:11/11/2024

  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 signed up for a therapist and included my insurance carrier information and was approved and began seeing her over a year ago. I am not knowledgeable about insurance, and when she told me that it was $130 a session, I assumed it was the going to be billed through my insurance and once I hit my deductible it would be covered. After several months passed, and my billed amount didn't change, I reached out to headway and was told the therapist wasn't covered and it was out of pocket. My child loved the therapist so we continued to go to the therapist knowing it was out of pocket. I recently was enrolling in my new benefits for the upcoming year and called my provider to find what plan would include this therapist that my child really connected with. They advised that the therapist was in network the whole time, and they've been paying 100% of the claims that were being submitted. So, for over a year, I was paying $130 a session (per week) thinking I wasn't covered, but headway was actually billing my insurance company for the amount at the same time. I guess it's called balanced billing, and it's illegal. I had to cancel my credit card to stop the payment, and headway does not have a contact number. I filed a claim with my credit card company as well, but probably have little to no chance of getting my money back. I did email Headway, but based on the * rating here, and other reviews online, I'm not holding out hope to get my money back.

  Business Response

  Date: 11/11/2024

  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:11/11/2024

  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.

  Headway has been charging me full cost for my visits without submitting claims to my insurance for my deductible. They are very quick to charge my card, they have no contact number. I have reached out twice and have gotten no *********** insurance has been notified is also keeping a record of this and following up. Just submit my claims.

  Business Response

  Date: 11/11/2024

  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:11/08/2024

  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 been seeing a psychiatrist for over 6 months. It was verified by the psychiatrist as well as Headway that they were in-network and suddenly now they're out of network. Spent most of the morning putting in useless "contact forms" to get this corrected with no response. Spent over an hour with my insurance to learn that no claims were even put in regarding my sessions. Will I get a large bill because I've been seeing a provider that out-of-network, when I was explicitly told and even now still show as in-network? I have no idea because Headway doesn't have a help line to call and help figure out any issues. Now I have to find a new provider, possibly pay a $2k deductible, and figure it out in 3 days.

  Business Response

  Date: 11/11/2024

  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:11/06/2024

  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.

  My mental health provider recently started using Headway. I have used my provider for many years and have never had an issue with rescheduling or canceling an appointment. I'm also well aware of her policies. I submitted a cancellation on the Headway website because I thought that was the right thing to do. A few hours before I even missed my appointment (due to my child's illness) I received a $100 charge. I was then sent an invoice which states on the bottom "As a reminder, cancellation policies are set by providers. Please contact your provider with any questions or concerns regarding cancelled appointments." I of course knew immediately that wasn't true so I contacted my provider immediately who confirmed that's not her cancellation policy. This is financial robbery and absolutely false information. I have contacted the company and will be contacting my bank as well. This is the first time I've ever had to make a BBB complaint but felt the issue had to be reported and investigated.

• Initial Complaint

  Date:11/06/2024

  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.

  Was told via phone and text that my copay would be $10 per visit. Was also assured that due to having to insurances it would be paid and i would have no responsibility. I later got charged a total of ***** and when i requested a refund no one reached out to me. I was later told the clinic director would contact me. She did not. Weeks later i was told i would be reimbursed. When i followed up the Billing manager **** said they are looking into my secondary claims and will not reimburse me at this time. I informed her that my secondary had made ***** pmt on one date of service. She denied receiving it. stating she does not handle money, payments or ******. When i asked her to give me name and number of the Director who never reached out to me, she didnt. She also said she did not know who does billing, ******, collects insurance pmts. She was unable to give me any direction or guidance. My secondary insurance reached out multiple times with no reply back about the over payment that needs to be refunded to me. Then via text chat, **** and her director (whose name i was never told) began to insult and be condescending to me. At one point stating i must be "stressed" (coming from a therapy office director!) Also stating they are sorry i dont understand billing (i do billing for a living) . They were rude, disrespectful to me the patient, insulted me , were unprofessional and offered no information so i could resolve my issue. When you call the main number you are directed to **** the billing manager for any billing issues, which she stated she could not help me with since she does not do billing.??? I told them to contact me with answers and a resolution and they kept texting/insulting me. THEN they stated the wish me well with my mental health and hope i get the help i need. THEN stated they will call the police on me.

  Business Response

  Date: 11/03/2024

  To Whom It May Concern;

  I believe this complaint was submitted to the wrong business. My practice was Healing Space Therapy, Licensed Clinical ****************** located in ******, **. It was an ****** and was dissolved at the end of May 2022 as I had to leave clinical practice due to health complications. I also did not use a ****** nor did I have any employee named ****. 

  Please kindly removed this complaint and change my business status as closed. 

  Thank you for your assistance in this matter.

  **** ****

  Customer Answer

  Date: 11/05/2024

  At this point Im disputing the overpayment made by my secondary insurance AETNA of $30. Myself and my insurance have requested refund multiple times. My insurance has confirmed overpayments was made. No refund made . Even thou I was told you wont be charged both insurances covered your session 

  Business Response

  Date: 11/11/2024

  Thank you for reaching out! It looks like you've already been in touch with our Support team and it sounds like you may have intended to leave this feedback for different company.

• Initial Complaint

  Date:11/04/2024

  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.

  I had an appointment with a provider on 8/4 that I was charged $76.42 for, but Headway never submitted the claim to my insurance, so the cost was not counted towards my out of pocket max. Headway listed this provider as accepting my insurance, but when I inquired as to why they would not submit the claim, they said she was not yet "on the insurance's roster" and they could only submit the claim when she was "on the roster." I have in writing a representative of the company stating that when my out of pocket max is reached, I will receive a refund, as the claim was never submitted/counted towards my out of pocket max, and therefore if the claim was properly submitted, the cost for this appointment should have been $0 since my out of pocket max was reached without it. I have reached out multiple times asking for the refund they admitted I was owed and have been completely ignored. I cannot get into contact with anyone from the company, nor receive the refund they admitted I'm owed.

  Business Response

  Date: 11/07/2024

  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:11/04/2024

  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 downloaded the headway app and did not read or do anything of their information and I got a charge for *****. For what? downloading the app? This is a scam. This app should be removed from app store.

  Business Response

  Date: 11/07/2024

  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:10/31/2024

  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.

  The business is overcharging me regularly and wont refund my money. I have an HRA account that ******************** has agreed to use for payment. However, they regularly charge my personal checking account and NOT my HRA. They have not refunded me and owe me a total of $266.

  Business Response

  Date: 11/01/2024

  Thank you for reaching out to share your concerns with us. We are unable to locate an active Headway account with the email you have written in from today. Please log into your impacted account and reach out to our support team here: *****************************************. Our team would be more than happy to get this HRA issue sorted for you! 
  

• Initial Complaint

  Date:10/28/2024

  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.

  I joined Headway platform as a provider in August 2024. There is a Referral Policy clearly stated on the headway website that if you refer another provider, that provider receives $100 after they complete their first session using Headway. I informed my Headway agent, ********, that I was referred by a current Headway user, and provided that user's name during the initial intake phone call. I completed my first session in September 9th 2024. I have been inquiring about the status of my referral credit ever since, to no avail. I have reached out to my original agent ********, as well as an agent at the Help Desk named ********. I have been informed that I am "not eligible" for the credit, but I have been given no explanation as to why. I have followed up multiple times and continue to get the same vague answer. I have provided those emails below. Your help is greatly appreciated.

  Business Response

  Date: 11/01/2024

  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: 11/04/2024

  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]

  The businesses reasoning for not providing me with the referral credit is that they have not received a referral to me from a provider. However, their policy does not state that the referral must be provided through a link or some sort of written format. I have repeatedly informed them that I was asked by my agent ******** during our initial phone call if I had been referred by a provider and I indicated, yes I had, and provided her name. Nowhere in their policy does it state that referrals must be in written form or that must be initiated by the referring provider.  

   

   

   

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

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

  Business Response

  Date: 11/08/2024

  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:10/25/2024

  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.

  The business charged me for a service they did not provide. Provider no-showed for an appointment and is unresponsive to my messages and I got hit with a $100 cancellation fee. I reached out to Headway support twice today and they refuse to refund the charge.

  Business Response

  Date: 11/01/2024

  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.