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:04/16/2024

  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.

  I am joining the increasingly large group of people filing complaints against this company for shady financial practices. In my situation, I changed my insurance and sent them the update. Instead of responding that they did not accept my insurance, they just started charging me full price. Months later, when I noticed this on my statement, their business manager ************************* rudely blamed me for this oversight rather than acknowledging the problematic nature of this issue or trying to resolve it.Looking over the numerous other negative reviews and another BBB complaint, it's clear that this company does not engage in ethical business practices and is more concerned with making money than engaging with their clients in an ethical manner. I will no longer work with this group, but if the company is willing to make a billing adjustment to account for their unethical practices, I would be willing to remove this BBB review.

  Business Response

  Date: 04/16/2024

  This client was given the price of services and signed multiple intake forms accepting the price. When the client "forgot" to update his insurance on file in 2024 he was sent a bill stating that sessions were uncovered. Upon providing new insurance, client was sent a superbill to submit to his insurance as we were unable to submit claims and made CLEAR that he would be sent monthly superbills for him to submit to his insurance. This accompanied dozens of reminders and appt status as private pay and weekly private pay charges and invoices created in his patient portal. Client ignoring this info was his choice. Client's inability to confirm with their insurance that we are out of network or failure to read or understand the emails he received is not our office's responsibility. Upon "discovering" this information which had been made clear, instead of requesting clarification client sent in multiple aggressive/profane messages and was alerted that our office now has a zero tolerance policy on attacking/unreasonable/abusive clients. 

  We hope that this client now feels comfortable being amongst his peers in BBB reviews to complain about a situation he is 100% responsible for and to post in a forum that will not have any affect on Apex's operations while we provide high quality services to 1000+ clients.

• Initial Complaint

  Date:05/31/2022

  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.

  Apex is an in-network provider for MHN, and so an insured just has a $20 copay for a 50 minute session with a licensed therapist. Apex informed me that if I like, I could have a 30 minute session - at a cost of $180! Sounds like a horrible deal - you pay 9x more for a session of 1/2 the length. I declined. Later, my minor daughter ended her 50 minute session after just 20 minutes. Apex informed me that they would be charging me $180 - because even though the session was scheduled for 50 minutes, the insurer "could not be billed" for the shorter session, and so we would have to pay full price, out of pocket. And so I called my insurer, MHN, and they informed me that Apex was wrong - that it doesnt matter how long a session lasts - all that matters is how long it is scheduled to run. MHN said that they would most certainly pay the claim, and that Apex should submit it. Apex refused to submit the claim. They also refused to contact the insurer to clarify coverage. And they refused to take a call from the insurer. They just want their $180. Many emails later, office manager ************* and clinical director **** ****** are standing their ground. I told Apex flat out that they were committing fraud. They first deceived me on the nature of my coverage, claiming that a session that ends early is not covered by my insurance, when in fact, according to the insurer, it is. And then they sought financial gain from that deception, charging my credit card $180 over my express objection that such a charge was not authorized. Are they incompetent or malicious? Hard to say at 1st, but this point, if they really are doing this out of ignorance, that ignorance is willful, because they have been informed of their error. My insurer is investigating, as is my credit card issuer, and a complaint has been lodged with the California Dept of Consumer Affairs through the Board of Behavior Sciences.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/21) */ Contact Name and Title: **************** Contact Phone: ********** Contact Email: **************************** This complaint is clearly fraudulent, libelous and completely ridiculous and due to its zero merits should not be posted to BBB. Client signed his daughter for weekly therapy with our group. Our intake forms signed by client clearly state sessions are 50 minutes in length and establish the rate of the session as $180. She attended 5 full sessions prior to May 17 session in question. These 5 sessions were attended in full billed to his insurance and a $20 co-pay was collected. Three days before the session in question, client requested a "20-30 minute session" so she could attend band practice, to which he was clearly made aware in writing that his daughter could attend a full 50 minute session and use insurance. He was given clear info that our practice could not schedule a "20-30 minute" session to bill insurance and scheduling such a session would be billed private pay ($180/session) OR he could cancel with no fee. Client agreed in writing to schedule this session, which was made clear would not be billable to insurance, which in fact lasted 10 minutes (attached). Upon being told that concluding at 10 minutes would result in private pay billing, client persisted in maintaining that because his "failure to read the email" where he agreed to this provision meant our group should send in a fraudulent insurance claim. Client chose for his daughter to attend her "band practice" instead of her full 50 minute session and thus lost the ability to use his insurance. Furthermore, client contacted our office trying to convince us that his insurance (MHN) had given him permission to have a 10 minute session claim, saying only the scheduled length of the session matters. This goes against our written contract and the info from MHN--the reason a call was not made because the contract is so clear in its stipulations (we CANNOT bill for a session length shorter than what actually occured. Additionally, no insurance billing code exists for 10 minute sessions). Client and our office agreed to let insurance decide when he filed a grievance to MHN, which I have attached. In this grievance, client commits insurance fraud by maintaining his daughter "saw a therapist for about 20 minutes and decided it was not a good fit and left." This is false as this would have been the 6th session AND his daughter continued treatment for two more weeks (see superbill). Per our email chain with client, client maintains MHN does not care the actual length of the session and a 20-30 minute session (mind that the session lasted 10 minutes) needed to be billed in for the full length, as his words "per MHN, it MUST be billed as so". This is false and MHN contract representative ******* ********** confirmed there is no chance any MHN employee would make this clearly fraudulent representation. Did the client make up this claim for his own gain? In any case, his claim and believe he should not pay for the full session is incorrect. Grievance was resolved in our favor which is attached (client received a letter to this effect). MHN investigated, was provided evidence and decided in our favor as our group acted correctly and properly towards our contractual agreement and our practice policies signed by client resulting in his $180 charge for the disputed session was appropriate. This complaint is clearly dishonest, libelous and fraudulent. Client signed our clear terms, we acted in accordance to our contract with his insurance provider and client was given full warning in writing that his acceptance of service would result in a charge--which we accepted. Our office has done zero wrong and will not be bullied by ridiculous claims of wrong-doing. There was zero deception or impropriety. Business Response /* (-10, 6, 2022/07/21) */ Business supplied email: **************************** Use this address for any contact with the Better Business Bureau