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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

  • 191 total complaints in the last 3 years.
  • 128 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:02/14/2023

    Type:Product Issues
    Status:
    Unanswered
    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 psychiatrist said I had to use Headway for billing for my insurance, Aetna. My insurance 100% covers the mental health service I received. Headway charged me instead of my insurance, even though it was covered completely. It was $265. I confirmed with my doctor and insurance company that I should not have been charged. I was not notified before being charged. This company has no phone number and can only be contacted via contact form online. I reached out on 1/18 and no one responded for 7 days. When they finally responded, they insisted I close the charge dispute with my bank before refunding me. I did so and sent proof. They said my refund would be issued in 3-5 days, this was 6 business days ago. I reached out twice since then with no response at all.

  • Initial Complaint

    Date:02/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 connected to a wonderful therapist who uses the Headway platform. After my fifth session I was told that Headway made a mistake and my insurance in fact did not cover me and I would have to pay in full for all previous sessions.After calling Excellus BlueCross, I found out that they had been trying to reach Headway with multiple receptionists and they had finally got through and negotiated to have my therapist be in network. It wasnt an issue with my insurance. There is NO phone number available anywhere and my email went unanswered. This is an impossible company to work with, especially considering how hard it is already to get mental health services.I would like for them to actually do their jobs and give me a real number for a real person to call and sort all of this out. Thank you.

  • Initial Complaint

    Date:01/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 charged ****** for an appointment despite having insurance that Headway verified. I was only supposed to pay 20 dollars. Not only did they send me an email the day before they took the money out of my account, it was dated for the next day. This withdrawal made it so I couldnt pay rent. I have been trying to get ahold of someone, and still havent heard back. I contacted them 1/19/23. They have no phone number or online messaging to talk to someone. My therapist cant even get a hold of them.

  • Initial Complaint

    Date:01/05/2023

    Type:Product Issues
    Status:
    Unanswered
    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 does not provide a valid contact email address anywhere on their site.They provide an email address to contact their *********************** it's listed as two different addresses ************************************* and ****************************************** on two different pages - but both addresses are invalid. I get an auto-reply from my mail server that the address does not exist.I would like to hear from the business with a valid email address for contacting their Compliance folks.

    Customer Answer

    Date: 01/30/2023

    Better Business Bureau:

    At this time, I have not been contacted by Headway Behavioral Health Management, Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:08/02/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 scheduled my therapy appointment for the first time with headway as a brand new user. I hadnt even filled out a full profile so the appointment did not show up in app.The day before the appointment (but less than 24 hours) I messaged the provider asking if I could reschedule. She said yes (at 2am SUNDAY night) and asked what day would be good that week.Because of this, the following morning on Monday at 10am I did not attend the appointment.Then, a couple of days later she charged me a cancellation fee of $75. I thought this was unfair because shed said I could reschedule. If she had said no, I would have attended the appointment.I spoke extensively with headway but they said all disputes had to be resolved between the therapist and client.

  • Initial Complaint

    Date:06/09/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 trying to submit a claim with my healthcare provider for two therapy sessions I have had with ************* **** (dba Headway), but I am unable to submit a claim because Headway refuses to provide its Tax ID (EIN) to me for my claim or to my individual therapist to put on an official invoice which is required by my healthcare provider in order to reimburse me for payment I provided for treatment.

Headway is NOT a BBB Accredited Business.

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