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:02/19/2025

  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.

  I had been seeing a therapist through with Headway for a period in 2024. Ive done about 12 sessions with my therapist. 8 of them were covered by insurance with no problems. 4 were incorrectly billed and I was charged full price. I reached out to support December 10th when I was initially charged to try to resolve the issue. They admitted it was a mistake on their end. Since December Ive contacted their support 10+ times. No help, they promise a resolution in a few business days and then nothing happens. They have almost $200 of my money since December. They have said it is marked urgent and escalated but nothing has happened. Its outrageous they have such awful support for customers. I truly dont know if I will be able to get my money back. Avoid Headway at all costs when choosing a therapist.

  Business Response

  Date: 02/21/2025

  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: 02/24/2025

  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]

  They say we are working with customer support, that is accurate somewhat. But their customer support can only be reached by tickets or chat line. Its been a couple of months and they have no way to fix it. They refuse to give a timeline. No escalation or anything. Just the same responses explaining they need more time. Wont give me a contact to anyone that can quickly solve the problem. Just seems to be endless customer service circle until we forget. Dont even know how to proceed to get my money back. Wont give a refund even though they have admit its a mistake on their part.

   

   

   

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

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

  Customer Answer

  Date: 03/10/2025

  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 Answer Here]

   They apparently want to close the ticket in the meantime while we wait. No *** when it will be resolved. No contacts to actually fix the issue. Ill be surprised if this ever gets fixed. 

   

   

   

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

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

  Business Response

  Date: 04/04/2025

  Thank you for following up on this, and we're so sorry you're having this experience. Our team is currently investigating the issue further and will reach back out to you. 

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising 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.

  Hello I was charged a fee for ****** for a Therapist visit, I had insurance and verified the insurance was in good standing and still in good standing. I tried to remove my credit card from Headway and they will not allow me to remove it. I was them to reimburse my $****** and I want my credit card removed from there account.

  Business Response

  Date: 02/20/2025

  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:02/19/2025

  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 received an email from Team Headway on February 17th that they would be charging me $1,061.98 for 16 sessions on February 17th. I was given no prior notice and have been paying co-pays on time. I attempted to contact Headway but they do not have a working phone number. My insurance provider was unsuccessful also. After contacting my insurance, ********** Blue Shield, and speaking to a representative, they explained that a Team Headway employee incorrectly entered in a provider ID which was different than the claim number. This made it seem as if Team Headway was out of network. In other words, according to the insurance company, the provider id number has an incorrect final digit. This error is causing the company to read as a PPO rather than in network. As of 1:38pm, I have not been charged but the website and email all indicate I will be charged today. I would like to not be charged. Any assistance you can provide would be great.

  Business Response

  Date: 02/21/2025

  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: 03/28/2025

  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:

  Greetings,
  
  
  I hope you are doing well. I am sorry to follow up. I thought th issue with Headway was resolved but they have charged me another $340.00. My insurance covers therapy costs. Any you could provide would be greatly appreciated. 
  
  
  Regards,
  
   
  
  ****** *****  

   

   

   

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

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

  Business Response

  Date: 03/28/2025

  Thank you for following up on this. Our Support team will reach out to you directly to further resolve this matter.

• Initial Complaint

  Date:02/19/2025

  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.

  Hello,Ive been working on trying to resolve my billing issues with Headway for over one month. They submitted my claims to the wrong insurance and have since charged me an additional $400 dollars after already paying for the services rendered in November and December 2024. They had my credit card on file and they dont allow you to remove it. When I was charged and additional $100, I filed a ticket and reached out on chat. My issue was not resolved. At the time, I was told my therapist I was seeing did not have an active license and that is why my claim was denied by insurance. I was then charged another $100 before my initial complaint was resolved. For weeks, Ive been asking someone to call me. They dont have a phone number for their customer service and you just have to wait for someone to email you. Ive asked multiple times for someone to call me and explain whats going on. Im now being told they submitted the claims wrong and that my therapist does in fact have an active license. Today, I was charged and additional $200 on my credit card which Ive been unable to remove. Ive asked them repeatedly to remove my credit card while I wait to talk to someone and they have ignored my request. I will be disputing these charges with my credit card company. At this rate, this is worrisome for medical fraud and I cant get anyone to actually help me or explain whats going on.

  Business Response

  Date: 02/20/2025

  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:02/17/2025

  Type:Product 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.

  failed to verify my insurance for two consecutive months charging me a premium copay amount. I've provided a direct number to verify my insurance, but i keep receiving "updates" that they're too busy. I want a refund on my account and my insurance verified once and for all.

  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: 03/07/2025

  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:

  I am writing to reopen my case regarding an issue with Headway. I initially submitted a complaint about the verification of my insurance information, and the company had previously assured me that my insurance was verified. However, I was recently informed that they are claiming my information still needs to be verified.

   

  This is contradictory to their earlier statement and has left my case unresolved. I am requesting your assistance in addressing this ongoing issue, as I am unable to get a clear resolution from the company.

   

  Please let me know what additional steps are needed to reopen the case and facilitate a resolution.

   

  Thank you for your attention to this matter.

   

  Thank you,

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

   

   

   

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

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

  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.

  Customer Answer

  Date: 03/13/2025

  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:02/17/2025

  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.

  Allegiant Behavioral Health Authorized a total of 30 free sessions between my husband I. We provided the authorization numbers to the counselor. He asked we register with Headway which required we submit a credit card or debit card. The counselor failed to utilize the authorization numbers and has charged us over $300 . We have demanded he make the corrections to this billing blatant disregard and he claims that the insurance doesnt answer the phone, he doesnt get response to emails from the insurance, ignores our emails and texts. Behavioral health customer service is available 24 hours and we always get someone when we call. They have repeated the authorization numbers and said the counselor has not called but to ask him to and they will process with the authorization numbers so he can refund our money. It has been over 5 months! This is unethical, unprofessional practice!

  Business Response

  Date: 02/18/2025

  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:02/13/2025

  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.

  On Jan 29th, I had a therapy appointment and it was immediately charged to my personal credit card instead of my insurance. I opened a ticket to dispute and they said they would get back to me within 72 hours and provide a refund once linking with my insurance. When I spoke to them on chat they told me they did not allow my card to be taken off unless it was substituted with another. It has now been a week, I have sent four messages, and they have not responded or refunded me. I have to cancel a second appointment in fear of them charging my credit card again. I need them to respond to make sure they will pay me back, and bill my insurance appropriately.

  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 continued patience. 

• Initial Complaint

  Date:02/13/2025

  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.

  The biggest issue with this company is that there is no customer support number. Instead, you have to use email that they either just ignore, or gaslight you about your concern. I have not been able to get my child seen by the therapist she's been seeing for over a year, because of an issue on THEIR end. When I do everything they say to do, and it still points back to them, they send another patronizing email about how to fix the problem. Which I've already done. It's this vapid, deliberately incompetent run-around that is either by design, or they actually ARE that incompetent. I'm actually a MH provider myself, so am glad to have found this out, so I can be sure that I, nor any of my colleagues, will EVER enroll with their services. They are a deliberate barrier to life-saving care.

  Business Response

  Date: 02/18/2025

  Thank you for reaching out to share your concerns with us. Our team is unable to locate an account in our system under the email address and phone number you've provided. Please log into your Headway account and reach out to our support team via our contact form (**********************************************) for further assistance. 

  Customer Answer

  Date: 02/25/2025

  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]

   The phone number should be in their system. The email address they have in file is ****************************************** 

  This is a typical amount of effort that they have demonstrated thus far. 

  I will also be filing complaints with the state's ************************ and Department of Health. They are an active barrier to life-saving care. 

   

   

   

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

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

  Customer Answer

  Date: 03/10/2025

  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 Answer Here]

   The useless "customer support" agents just send boiler plate emails and do not actually answer my questions or give me any help in order to get care. I have already done everything they've asked and have verified it is a Headway issue, yet no one will actually believe me or do competent inquiry into it. They are being aggressively incompetent and an ACTIVE barrier to my child receiving life-preserving care. Any time I ask a question, they just copy and paste the previous email they sent. This is NOT customer support. 

   

   

   

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

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

  Business Response

  Date: 04/04/2025

  Thank you for following up on this, and we're so sorry you're having this experience. Our team is currently investigating the issue further and will reach out to you within the next business day.

• Initial Complaint

  Date:02/13/2025

  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 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:

  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 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.