Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. Account Termination Without Cause:My account was abruptly terminated without any explanation or cause on December 1sr. I have reviewed the terms and conditions thoroughly and can find no justification for this action. Despite this, Headway has not provided me with any clear communication regarding the reason for the termination, nor have they offered any recourse to resolve the issue. I believe this termination occurred through no fault of my own.2. Inability to Reach Support or Make a Complaint:I have made multiple attempts to contact Headways customer support team to resolve the matter, but I have been unable to speak with a live representative. I have also tried submitting requests through the available communication channels, but I have yet to receive a response. Additionally, I attempted to escalate the issue to a supervisor or someone in a higher position of authority, but my efforts were unsuccessful. I find this lack of communication both frustrating and unacceptable.3. Unpaid Earnings:Despite my account being terminated, Headway has failed to compensate me for the outstanding balance owed. I have not received the payout for the work I have completed, which I believe is in violation of the companys own terms and any applicable contractual obligations. This non-payment has caused considerable financial distress, and I am requesting immediate resolution of this matter.

  Business response

  01/14/2025

  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 response

  01/15/2025

  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]

   

   

   

   

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

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

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They've made fraudulent charges for multiple sessions that never occurred. There is no human support, no email address, and no phone number. It's impossible to submit an automated support ticket without sending photographs for my insurance card. It's also impossible to remove my credit card from their site.

  Business response

  01/13/2025

  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 response

  01/16/2025

  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

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My therapist uses headway. Headway wrote me last week and said they could not verify my insurance which is the same insurance. *** now had for two years. They insisted I call Aetna as my insurance was wrong.45 minutes on the phone with Aetna to find out headway didnt even try to verify my insurance.I wrote back into headway, letting them know, and they wrote me back SAYING THEY COULDN'T VERIFY MY SURGERY?!!?!! And would not respond as they only handle mental health?!!!! WHAT SURGERY?!Stupid me assuming maybe somehow they had access to an upcoming colonoscopy three months away Ive been spent another ************************************************************************************ frankly dump this idiot company Headway. The company then wrote me back and said again, sorry we dont deal with surgery. We only deal with mental health. The idiocy of this is outstanding completely and totally *************** the moron who helped me thinks they have access to my gastroenterologist who is part of a large medical group is astounding, that I told her nine times it was verification for my therapist that uses headway All of this is so outrageous that I have no way to describe the idiocy.

  Business response

  01/09/2025

  Thank you for reaching out and taking the time 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 continued patience. 

  Customer response

  01/10/2025

  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 support team told me that because I wrote in and said - My info is EXACTLY the same as last year and I used it today for a surgical appointment. Try again. in regards to verifying my insurance THAT

  Ready?

  That they cant help me because I mentioned surgery and must clearly be looking for information about my surgery!!

  The lunacy of this!

  Then the *** said my insurance was no longer valid  

  For clarification -

  I said I used it for surgery  (past tense!) (NOTHING RELATED TO HEADWAY)

  Did not ask for anything related to it - WHY WOULD I?? You dont handle surgery and ITS IN THE PAST!

  This is a lunacy I cant believe.  
  Then the *** stopped responding as did the supervisor  

  I am a human being   
  You unnecessarily had me calling Aetna over a holiday weekend and then when I asked for it to be rerun I was basically told no  

  Can you please address this?! 

   

   

   

   

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

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

  Business response

  01/13/2025

  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 response

  01/15/2025

  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

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I set up an intake call with a therapist through HEADWAY. The provider in question did not show up. I reached out for assistance in rescheduling and refinding a provider who is willing and able to meet my desire for individual therapy sessions.I was given a blanket form to fill out.i filled it out - stating the providers name.I was regurgitated the form saying they need the providers name who I wish to file a support ticket complaint with.(all i'm trying to do is get connected to a therapist....)I once again followed the outside link, provided a photo and name of provider.the support agent - ******** - said they did not receive and cannot provide any additional support without the provider's name.I cannot believe this is so frustrating to get proper care and support.I once again gave the name directly into email, along with two screenshots of the provider confirmation and appointment reminder.I have not heard and i filed another support ticket as an official complaint.All i want is to find a therapist in which to PAY for their services....

  Business response

  01/03/2025

  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 continued patience. 

• Initial Complaint

  12/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ive been a provider with Headway for 4 years and have seen many patients in that time. In May 2024 I began to see a husband and wife for individual and couples therapy. The husbands insurance had some problem in September, and he advised me to charge his session to his wifes account while his insurance was updated. When I did, the wife complained to Headway that this was not her charge, and Headway investigated the allegation.Since October 2024, Headway has not processed my insurance claims for other patients who have active insurances but are from other states. These are patients that I acquired during the pandemic and whom have been with me ever since. I have active medical licenses in both **, ** and ******* where these patients continue to conduct telemedicine visits with me. In November 2024, Headway announced that they were sponsoring multi-state licensing for their providers and urged me to obtain their Credentialing so that my out of state patients could be processed. I sent in all of my documentation and then they decided that they would terminate **** felt this was unfair, and wrote a letter in my defense and they denied my appeal. I said, if that was their decision, at least they should process the back claims they held. They have responded to me several times saying their engineering department would lift the guardrails that kept them from processing my claims, but after 2 months and 37 emails, they still have not.1.I feel that my reputation has and will be harmed by the announcement of being terminated. Over the course of my career, I have seen many patients for no charge due to different circumstances.2.I feel they have not acted in good faith in processing claims that they have held for over 2 months because of engineering difficulties 3.I feel that they have now gotten my provider information for the claims they have not submitted and will use that information to fraudulently process my patients claims when I am gone.

  Business response

  01/02/2025

  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 continued patience. 

• Initial Complaint

  12/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I was wrongly charged by headway from an appointment 9/3/2022 with ****************** She is associated with headway and has cancelled an appointment back in 2022 and charges for her cancelling on clients. She cancelled the appointment and 2 years later in 2024 . I tried to seek therapy help using headway services and she charged me . She is practicing very fraudulently and will not return any of my phone calls. I will report the business to the state if she gets away with stealing my hard earned money

  Business response

  12/17/2024

  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 response

  12/18/2024

  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]

   
  I need a refund issued as the provider cancelled on me and charged me a cancellation fee. I did not authorize any charges 2 years later . I did not authorize charges to any card. You wrongfully charged my card.m without authorization. If no response within 26 days I will take legal action to get my funds back and report to Florida Ag promptly 

   

   

   

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

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

  Business response

  12/20/2024

  Thank you for following up on this. It looks like you're currently in contact with our Support team. They will be following up with you shortly with an update. We greatly appreciate your patience.

  Customer response

  12/23/2024

  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

  I am awaiting my refund from your company of $200 that was not authorized 

   

   

   

   

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

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

• Initial Complaint

  12/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Headway has been engaging in deceptive, bloated, and borderline fraudulent billing practices for years. They charge credit cards for the full cost of a visit without running it through insurance first. I've been with several providers who use Headway, and every single time there is an issue. Headway claims I have a deductible that I haven't met, which is why they are charging full price. But my plan does NOT have a deductible. It's literally not even possible based on how my plan is structured. I even opened a case with my insurance company to document this and sent it to my provider/Headway, yet they still say I have a deducible. The funny part is - the "remaining deducible" amount changes drastically every time I've contact them over the period of a few days. A few days ago they said it was $300, then 2 days later, all of the sudden my "deductible" was over $2,000. This company has serious billing and moral issues.I had an appt with a new provider on 12/5 -- all of my insurance information was provided in advance. I didn't know they used Headway. I just received an email from Headway saying that my recent charge of $294.86 "failed" and they will continue to try to push the charge through. First, this charge is not warranted. My insurance covers every visit with the exception of a co-pay. Headway has caused me endless billing issues for years and I am constantly contacting them to correct their deceitful and inaccurate billing. They cannot get it right and it's very simple -- it's a chronic issue. I am fully insured and I do NOT have a deductible. This charge is borderline fraudulent and I avoid providers that use Headway for this reason. I specifically weed out providers that use Headway because they are incompetent and continuously overcharge patients, likely hoping they won't notice or take the time to fix it. I cannot believe this company still operates like this and hasn't faced repercussions. Headway -- you have ONE job -- get it right and fix your issues.

  Business response

  12/12/2024

  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

  11/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complaint to report a deeply distressing experience with a provider through Headway that left me feeling disrespected and unfairly charged for services I did not receive. Below is a detailed account of my experience:I attended a virtual appointment with a Headway provider as scheduled on November 5th. The doctor logged on approximately 10 minutes late and was extremely rude and dismissive from the start. Upon realizing that I did not have the correct paperwork, she audibly sighed and exclaimed, "Oh my God." As someone who struggles with anxiety and was already nervous about the appointment, her behavior was completely unprofessional and hurtful. The doctor continued to complain about the missing paperwork, making me feel embarrassed and uncomfortable. She then instructed me to log back in later to complete the session. However, I was so upset by her dismissive attitude and unprofessional conduct that I chose not to log back in. Despite attending the initial appointment, I was later charged $168 for not showing up. This charge is not only unfair but also inconsistent with the no-show fee listed on their website, which is $100. I feel this charge was applied unjustly, as I did show up for the appointment and waited for the provider. She also texted me at 7pm pretending that she was on the zoom the entire time.I contacted Headway to dispute the charge and explain my situation, even offering not to leave a negative review if they resolved the matter. Unfortunately, my concerns were dismissed, and the charge was upheld without any attempt to address the unprofessional behavior of their provider or the discrepancy in the fee amount. A full refund of the $168 charge, as I did attend the initial appointment and was unfairly penalized.

  Business response

  11/14/2024

  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 response

  11/19/2024

  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 business has not refunded me for the cancellation fee. They did adjust the charge from 168 to 100 because of the false initial charge. This is not acceptable because I was charged for not attending and I have proof of my attendance.

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business response

  11/26/2024

  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

  11/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  11/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩