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:03/19/2025

  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.

  HEADWAY IS SLOPPY. They look at information used previous year instead of verifying changes. I used a credit card to pay for my daughter's appointments end of last year. In the beginning of last year I had an FSA/HSA card which is used for appointment before I meet my deductible.Usually when the deductible is meant the Fsa/hsa card is exhausted. My deductible is $20, since HEADWAY wants to keep a card on file to charge freely, I use a credit card. My therapist uses ******* unlike HEADWAY, they verify the charges and send a notification to make payment which I can easily use a debit card. HEADWAY being lazy charged my credit card on file FOUR TIMES before the realized they didn't charge enough.(I was not using my credit card trying to clean up my credit.) They have no number for you to call just messaging system. I messaged them to tell them not to charge my credit card. I updated the card on file to be THIS YEAR HSA/FSA I even added extra from my paycheck to avoid credit card and inflated financing charges. HEADWAY bypassed card on file and used credit card for $461 in charges.I didn't authorize charges so i was not excepting. My credit score dropped for missed payments. So now there are finance charges, late fees , lower credit score all from HEADWAY laziness. If my daughter didn't like her therapist that much, I would find someone else that does not use HEADWAY. I WAS SO FRUSTRATED ??, I don't have time to be doing their job. I ABSOLUTELY HATE ?? DOING BUSINESS WITH THIS COMPANY!! Oh, the number they have on the credit charges is the number for appointments, it is long and makes me even more angry, anxious and annoyed. Every time I think of the situation I get angry all over. After dealing with them you need,

  Business Response

  Date: 03/20/2025

  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:03/17/2025

  Type:Customer Service 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 refuses to submit my insurance claim to my insurance provider, *****************************. Headway has not submitted any claims for the past several months for ANY of the sessions with the provider I have seen on their platform. I have submitted a ticket and waited as requested by the representative but they refuse to provide any update besides saying that the "provider is not credentialed yet with my insurance". However, I checked with my provider and she has been credentialed since October 2024! That is almost 6 months ago. I received a generic copy and paste response from Headway customer service that does not satisfy my question. I just want my claims submitted to my insurance carrier. Headway claims they are in network with my insurance but I don't believe them - why aren't they submitting claims if they are in fact in network? They are billing me for in network co pays, but I am afraid I'm going to get a huge out of network bill which is very scary and not affordable to me. Headway must submit my past and future claims immediately to my insurance! This feels like a scam.

  Business Response

  Date: 03/19/2025

  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:03/12/2025

  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.

  In January 2025 my job switched insurance companies from **** to *****, however my behavioral health did not change. It continued to be managed by *****. Since I had to get a new ID card for *****, I had to submit this information to Headway. Headway is in-network for *****. Headway informed me that my ****** were now $50 per session. After verifying with my HR and Optum, there was no changes and the copays were still $25. Headway lacks phones so you can only reach them by submitting an email request. I immediately emailed them and explained the problem. After two sessions they finally started charging me the correct amount. I still have not received a refund despite numerous emails. My therapist reached out and said Aetna is denying the claims. Headway insists that the verifications team carefully reviewed my coverage and that ***** is correct. I was forced to make numerous calls, provoding Headway with call ID refence numbers for each (4 calls), and it is in fact Optum that the claims should be submitted to. I obtained the mailing address for claims, the fax number, and how to file claims electronically, including the electronic submission ID number. I also provided them the alternate ID number to submit claims, or that they could also just submit using my SSN. This was last week. I still have not heard back, still don't have my $50 refunded, and now my therapist won't schedule any visits until this is resolved. This was a simple problem that could have been easily rectified with a phone call or two. ***** knew EXACTLY which departments to reach out to at *****. Despite me being forced to do the verification for Headway, they still refuse to refuse to credit my overpayment from my 1/7/25 and 1/15/25 visits. This is unacceptable.

  Business Response

  Date: 03/13/2025

  Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you directly to work on a resolution. We appreciate your patience. 

• Initial Complaint

  Date:03/11/2025

  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 a therapist partnered with Headway for insurance billing. My patient received a large and unexpected charge to their credit card. The patient and myself were told that, even though they could not explain the charge, a refund would not be possible because the insurance company had unprocessed claims. I can not fathom how unprocessed claims would justify not refunding a bogus charge. Headway does not have an incoming phone line for therapists or patients to call when they have billing issues despite a 2.3 billion dollar valuation. I have asked to speak to someone in management through their online help portal but this request has not been responded to in 10 days. Seeing the * here on the Better Business Bureau has me very concerned about having Headaway as a partner in my practice. Please help me reach someone with authority to discuss the charge to my patient.

  Business Response

  Date: 03/13/2025

  Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you directly to work on a resolution. 

• Initial Complaint

  Date:03/10/2025

  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 started seeing a new mental health counselor in November 2024. Headway told me that my insurance was in network and that my initial co-pay would be $0. After three months and multiple sessions with my counselor, Headway is now telling me that my insurance is out of network and I have to private pay $125/session. I have the same insurance and the same plan that I did between 2024 and 2025. Now they are saying they are going to collect $385.69 from the credit card I placed on file on March 17. There is no one to contact. No customer service number or email.

  Business Response

  Date: 03/12/2025

  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:03/04/2025

  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 am filing a complaint against Headway for misrepresenting insurance coverage on their website, which led to unexpected out-of-network charges. This happened in February 2025.Headways site indicated my ***************** and ********************* was in-network. Based on this, I scheduled therapy sessions. However, my insurance claims revealed the provider was actually out-of-network, resulting in unexpected costs.When I contacted Headway, they stated:We reached out to ****** and confirmed your provider is out-of-network. Your insurance is still in-network, but you need an in-network provider for coverage.This response is misleading and fails to address their inaccurate website information. Headways platform gave me the impression that my specific provider was in-network, which was not true. Their failure to ensure accurate listings caused unnecessary financial and emotional distress.I request that Headway:1.Fix misleading insurance information on their site.2.Take responsibility for incorrect provider status and compensate affected ************** clearer communication about network status before booking.Mental health care should be transparent and accessible, and I urge Headway to resolve this issue.

  Business Response

  Date: 03/06/2025

  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:02/27/2025

  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 have been seeing a provider who uses the Headway platform for billing. Headway requires you to complete intake forms and include a credit card for payment BEFORE claims are submitted to insurance, ******. Headway charges your credit card an "estimate" the day after your session and then states they will submit to insurance and either refund you after it processes correctly or ask for more payment if needed after Anthem processes. I was seen 4x by this provider assuming that claims were being sent by Headway correctly to Anthem. They were NOT. After the 4th visit I asked my provider about it and she explained that I needed to contact Headway. Headway does not have a phone contact number. A ticket has to be submitted and then you need to set a time for a phone call from them. I cancelled my credit card so not to be charged for the 4th visit, and completed a ticket to have someone at Headway investigate. Most correspondence is done via email with a statement like "I assure you, we are working on it". In my investigation i found that Headway is sending claims with the incorrect Tax ID (their own) and not my provider's tax id who is credentialed with ******. Headway has failed to correct the issue and resend the claims correctly. The provider is aware of her billing company's issue and offers no assistance to make it right becasue she too can only speak to them via email. Headway is not trying hard enough to right this wrong. They have my money!!! Headway will not allow you to see a provider using ther platform without a credit card on file. They are a fraudulent company that claims they will submit the claims to your insurance company and they do not do so! Why shoud they... They have already been paid.

  Business Response

  Date: 02/28/2025

  Thank you for reaching out to share your concerns, and I'm so sorry you're having this experience. 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:02/26/2025

  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.

  I started seeing my therapist in April of 2024. I had no issues with headways site until December of 2024, when they indicated my insurance was out of network. This first incident took nearly a month to resolve because headways support team did not answer inquiries made on tickets until then. Since this first incident in December, this has been an on going issue where weekly-biweekly I get an email from headway that my insurance is out of network. However it is not and all services billed for have been paid in full by my insurance company. Most recently, they had added a Florida address to my account, where I have never lived, and claimed they pulled it from my insurance information. After days long email exchange, because theres no phone calls ever, they finally manually input my insurance information again and my address was correct again. On 2/24 I got an email stating, yet again, my insurance is out of network and have two session with my therapist before I need to either private pay or stop seeing her. I immediately opened a support ticket, provided a reference number from a call with my insurance where they confirmed the provider was in network. Thus far, I have only received prefabbed replies from headways support team. That dont offer an answer or a solution to their seemingly glitchy system. If I didnt have a great relationship with my therapist, I would find a new one. But at this point Ive been seeing her for nearly a year and feel as though Ive made progress. I want to keep seeing my therapist. I do not want to start anew with someone else. To be clear, I have provided written documentation to headways support team, from my insurance that indicates they are in network. My insurance has paid every single bill sent to them since April of 2024. The issue is with headways system and seemingly their inability to keep things from glitching. Their support team is less than helpful as well- providing prefabbed fluff responses with no real answers or help.

  Business Response

  Date: 02/28/2025

  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:02/25/2025

  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.

  My minor child saw a therapist named ****** **** on Wednesday Feb 19th. I was told by the nurse it would be $145 for a 30 minute session. I was fine with that. In the past I had told this nurse that I am no longer using my insurance because it's more expensive. I had a pending charge of $210.06 Feb.21st. I asked the nurse why that was, she said I had to have a different account for ******, than I did for the previous therapist (which I have never heard of needing two accounts for the same company). I used the link the nurse sent me to refill out the 15 documents for ****** prior to this conversation. The nurse said she'd refund me the money and all I would have to do is go into my headway account and select "private pay" because she couldn't do it on her end, that way I would be charged $145. That was not possible. There was no "private pay" option anywhere. I told her that. I got an email from Headway that I was refunded the $210.06. The nurse could not reach out to anyone at Headway because they do not have a phone number or email. I coudn't find that either, so the nurse and I submitted a ticket (2/21). I woke up today Feb.22 and I had been charged the $210.06. Now I will have to dispute this somehow. I also don't want a credit of $65 for the difference. I want to be charged the $145 only. This is not the first time this has happened.

  Business Response

  Date: 03/05/2025

  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:02/21/2025

  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 psychiatrist uses headway. i have been going back and forth with Headway because they have been overcharging me. They haven't been submitting claims to my insurance. I emailed in January, they said it was a routing issue and they fixed it. The second time a few weeks later, it happened again. Now I demanded a fix, and now they told me my insurance is out of network and I cant get anything back. This company is a scam, they misled me to believe my insurance was in network. This is fraud.

  Business Response

  Date: 02/27/2025

  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: 03/02/2025

  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 have not heard from support in days. It looks like someone finally got something through, but my insurance rejected it because of an incorrect billing code. My insurance says its INNETWORK. SOMEONE LIED TO ME. What is going on there, it looks like no one knows what they are doing!! I just need my money back, your company bills for my physiatrist,, you guys are just causing me more anxiety because I have less money than expected because of this.

   

   

   

   

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

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

  Business Response

  Date: 03/05/2025

  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: 03/06/2025

  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.

   

  This was a real pain to deal with. I would never work with you again. You guys gave me the bare minimum back, should have compensated for all the time I wasted.
  
  Sincerely,
  
  ***** *****