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:10/24/2024

  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.

  The company ****** which markets "nibbles" of information is predatory and intentionally deceiving regarding their subscription cancellation practices. They had no problem offering me the additional "infographics" package automatically, but when I cancelled my subscription, they did NOT also cancel the Infographics add on. The order receipt email for the renewal included a link to cancel, but it only took me to the main subscription page which showed it was already cancelled. When I inquired to the company, they advise the infographics need cancelled separately! AND to make it worse, to do so, you have to access an entirely different page. It is very intentionally designed to be missed by consumers. When I asked for a refund for this Infographics subscription which should have been cancelled with the primary subscription cancellation, they refused and cited the terms and conditions. There is zero chance that the people running this company did not set up the cancellation practice with deceptive and greedy intentions.

  Customer Answer

  Date: 10/25/2024

  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:10/14/2024

  Type:Billing 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.

  There is no way for me to even know how much I have paid this business. It is all on credit cards. They have charged, refunded and recharged things so many times its impossible to keep up. The inaccurate benefit information they have repeatedly collected has negatively impacted my credit balances, it has negatively impacted my ability to be seen by my mental health providers and it has negatively impacted my quality of life in a big way. I need a refund, I need access to my therapists and the world needs them to be held accountable for their practices that are a failure.

  Business Response

  Date: 10/25/2024

  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: 10/30/2024

  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:

  Headway has not refunded the money they owe me for all processed claims beginning 3/22/24-today.

   

   

   

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

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

  Business Response

  Date: 11/21/2024

  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 to you directly. We appreciate your patience.

  Customer Answer

  Date: 11/22/2024

  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:10/14/2024

  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.

  My insurance covers my sessions at 100% with no copay or coinsurance. However, Headway has repeatedly had this information wrong and has charged me over $300 in the last year. I have verified with their customer service that I should not be charged for sessions yet I continue to be charged out of pocket and have only received a refund of $15. I am submitting this complaint as it appears to be a pattern with this business to charge clients out of pocket instead of correctly billing insurance.

  Business Response

  Date: 10/25/2024

  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:10/09/2024

  Type:Delivery 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 1 hour session through headway and received 15 minutes of jokes and informal talk from my provider before him hanging up.I was charged the full amount with no information as to why. I did not receive the care I expected, nor the care that headway promised when singing up for the appointment. My case number there is *******

  Business Response

  Date: 10/11/2024

  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 through your existing support ticket. We appreciate your patience!

  Customer Answer

  Date: 10/14/2024

  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]

   This is still open and this fraud case should continue to stay open until the business provides remedy.

   

   Why was I charged the full amount for 16 minutes when my appointment was for 60 minutes and I wanted to utilize the entire time?

   

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

   

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

  Business Response

  Date: 10/25/2024

  Hi there! It looks like this matter was resolved in the support ticket *******. If you have any other questions or concerns, please contact our support team here: *****************************************. Thank you for your understanding!

  Customer Answer

  Date: 10/29/2024

  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]

  It was resolved without agreement from me.

  there was no investigation and no third party validation beyond a provider who got paid saying they want to keep the money.

   

  this is totally unethical and honestly fraudulent 

   

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

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

• Initial Complaint

  Date:09/23/2024

  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 am writing to formally address a serious issue regarding recent charges to my account that I believe are incorrect and unjust.$100 Charge for Cancelled Appointment ( 9-20-24)I was charged $100 for an appointment I had previously canceled. As this appointment did not take place, I should not have been billed for it. I request an immediate refund of this amount.$35 Charge for First Appointment (7-3-24)In addition, I was charged an additional $35 for my first appointment, which I believe is a mistake. When I initially scheduled the appointment, the price quoted was significantly lower than the amount billed. I need clarification regarding this charge and request that it be removed.I consider these billing discrepancies to be serious issues, and I am concerned about the lack of transparency and accuracy in your billing practices. If these charges are not corrected and refunded, I will have no choice but to escalate this matter to small claims court.Please confirm receipt of this email and advise when I can expect the refund of the $100 and the removal of the $35 charge.Thank you for your prompt attention to this matter. I look forward to your swift *************** regards,******** *******

  Business Response

  Date: 09/27/2024

  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:09/03/2024

  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 was charged $356.73 for a service that should have a zero dollar co-pay, I have confirmed this with my health insurance company. I have co tasted Headway for a refund but it has been over a month and a half from when I was charged. Additionally there is no way to contact them over the phone, making this process incredibly difficult to move along.

  Business Response

  Date: 09/06/2024

  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: 09/10/2024

  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:

  My insurance company stated that Headway should not be charging me for any service before they have had an opportunity to view the claim. At this time, according to UnitedHealthcare the claim for these visits are still pending meaning that they have not approved or not approved the claim. I never should have been charged and it is not acceptable that I am the one that has to bring this to your attention. 

   

   

   

   

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

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

  Business Response

  Date: 09/13/2024

  Hi there, thank you for reaching out! It looks like our team has provided a full refund for the session in question and provided additional insight via ticket #*******. If you have any additional questions about this, we encourage you to respond directly to the active ticket so our team can assist further. Thank you in advance! 

• Initial Complaint

  Date:08/20/2024

  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.

  My insurance with ***************** was effective July 1, 2024. I contacted Headway prior to scheduling or receiving healthcare services and received the guidance in the attached screenshots - that my insurance would cover the full cost of the healthcare service. Prior to receiving or scheduling healthcare services I signed terms of use that permitted charges to my credit card conditionally; Headway was required to submit healthcare claims to my insurance carrier listed.Headway directly charged my credit card without submitting a claim to my insurance carrier. Headway refuses to submit the claim to my insurance carrier, provide an evidence of benefits, or a superbill. I have submitted multiple requests to Headway for an EOB, superbill, and for documentation that they have or will submit my claim to insurance. None of these requests have been addressed.Given the volume of similar complaints, I have submitted this issue to the *********************************** for review.

  Business Response

  Date: 08/23/2024

  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: 08/27/2024

  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:

  The business replied stating they will look into the issue rather than resolving the matter. Unfortunately, the business has been aware of the issue for over a month now because of my communications with them before filing with the BBB. The business has not taken any steps to resolving the matter.

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 08/29/2024

  Thank you for checking in! It looks like our team is actively working to resolve this issue for you. We ask that you direct any related questions to your active ticket, ticket #*******. Thank you for your understanding and patience. We look forward to getting this resolved for you!

  Customer Answer

  Date: 08/30/2024

  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:

  The business is not responding to inquiries submitted via email to them regarding my ticket. This ticket should not be closed because they are not responsive.

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:08/12/2024

  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.

  I joined Headway as a provider in May 2024. ******************************* *********************************************** was assigned to me and informed me that Headway would give me a $90 stipend if I went on Psychology Today and set up a profile. ******** read over my profile and approved it and told me that the company would send my stipend via my credit card. I still have not received my $90 stipend. ******** said that the company was behind in processing stipends, and to be patient; however, I reached out and they are now making excuses to not pay me. The company is stating that I need to rewrite my psychology today profile in 1st ****** in order to get my stipend, but it IS and has always been in 1st ****** since the 1st day of uploading it. This company promises providers this stipend to get your business and expect referrals but won't keep their word.

  Business Response

  Date: 08/16/2024

  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: 08/22/2024

  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'm still waiting on Headway to follow through with their promises to pay me. 

   

   

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

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

  Business Response

  Date: 08/23/2024

  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: 08/26/2024

  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:07/24/2024

  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.

  Firstly I have to say I've reached out to headway multiple times and have received no resolution for them. They'll "get back to me soon" but they still haven't filed ANY claims with my insurance. headway is the billing platform my provider uses. For the year 2023, I saw my provider with no problems and it was fully covered by my insurance. for the past 7 months, the same, and headway quoted me a price of 0$. Out of nowhere, they tell me I am out of network and then bill me 264$. I get a refund but i also happen to work at my insurance company. Their records showed that headway has not filed a single claim for any of the appointments they are trying to bill me for. I can provide evidence, and I saw it with my own eyes. It would say rejected had it been rejected (like they said it was), but it wasn't even there so they never filed a single claim. They straight up lied and claimed to have filed something they didn't. Which is incredibly unprofessional and illegal as a business. they're trying to stick me with the bill so they don't have to do the work the fax the claims. If I don't receive a resolution, I am going to proceed with litigation. According to their reviews across various websites, I am not the only one this is happening to. I know they can't use payer id so all I'm asking is that they file the claims via fax (I can provide a fax number if they need) so that I am not charged the absurd amount of 2010$! I am a 21 year old in college. I don't have the money lying around and even if I did, I have insurance for a reason. It's a real shame what they're doing to people and they just need to file the claims and they would get their money.

  Business Response

  Date: 08/02/2024

  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: 08/05/2024

  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.
  I received an email saying all charges have been dropped. So long as this remains true, I drop this complaint.

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

  
  

• Initial Complaint

  Date:07/18/2024

  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 agree to certain terms of fee and services and now Headway keeps trying to go back and charge me a different fee to what was agreed, after I canceled my services. See screenshots.

  Business Response

  Date: 07/26/2024

  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.