Complaints

This profile includes complaints for Apex Dermatology's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Apex Dermatology has 5 locations, listed below.

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  Apex Dermatology

  7580 Auburn Rd Ste 301 Painesville, OH 44077-9618

• 

  Apex Dermatology

  6280 Ridge Rd Ste 204 Parma, OH 44129

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  Apex Dermatology

  4350 Crocker Rd Westlake, OH 44145-6329

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  Apex Dermatology

  32875 Solon Rd Ste 200 Solon, OH 44139-2847

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  Apex Dermatology

  5800 Landerbrook Dr Ste 250 Mayfield Hts, OH 44124-4047

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:07/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  June24, 2024 I was seen by an APEX Dermatologist at the Mayfield Hts. location. At which time I was informed that a referral for the APEX Perfect Peel would be made. And that someone from the Aesthetic clinic would contact me. It is now July 23rd, a month later, and thus far no one has followed up. At which time I telephoned APEX. THERE WAS NO RECORD OF THE REFERRAL! The reception person was very polite but guarded in her responses to my inquiry. I was informed that someone would "once again" follow up with me. I then decided to check with APEX's rating with the BBB. They have an "F" rating and are not accredited with the BBB. Also numerous complaints regarding their billing practices. Needless to say I've lost faith in APEX and shall NOT be returning nor recommending them to anyone!

• Initial Complaint

  Date:08/25/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 just want to have them stop calling me at ************ and also no mailings at my address. I have left two messages at their Avon Ohio that we will no longer need their services and we went to a different medical provider. I had a bad experience with their office staff and if they are going to twist my conversation. And claim I said things I did not. I do not want them performing any medical services to my spouse for which I am her care giver. Their lack of professional decorum and timely initial patient follow up is Sorely lacking. And if this is an indicator of their further medical treatment and communications, they could hurt a patient. Further patient care and business with this organization would be a detriment to my spouse and I cannot let that happen.

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Around September 22, 2023, my son (******) had an appointment with NP Gail at the Apex Concord Office. This was my SECOND attempt with this company after having a bad patient experience at their Mentor office. My son was prescribed TWO medications (one was a shampoo and the other was a cream). At the first, the cream wasn't covered by our insurance because it was the WRONG dosage. That mistake was eventually corrected, and the correct prescription was sent to the ****** Pharmacy. The SECOND issue came when I found out a prior authorization was needed for the cream. I have called back and forth to the office OVER 5 TIMES, and I STILL don't have the cream for my son. I have left voicemail messages, spoken with office staff, been told the paperwork was sent when it wasn't sent, AND I STILL DON'T HAVE MY SON'S CREAM. The last time I spoke with someone was yesterday (October 3, 2022). I was told the paperwork would be sent to ******* in Madison, Ohio. I am yet to receive a call that the prescription was FILLED. I also left a voicemail to be contacted by an office manager to discuss this unprofessional conduct from this company. I have cancelled ANY future appointments for my son to be seen in this office. I am tired of waiting on a resolution, so I decided to contact the BBB for assistance.

• Initial Complaint

  Date:07/18/2022

  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.

  4-11-22, I saw Dr. H**** and had some work completed. After services provided, I received a portion of the bill I was responsible for, $211.87. I wrote a check on 5-31-22, for 60.87 (check #****). The check was cashed on 6-2-22. Remaining balance is 151.00. Apex claims I only wrote a check for 20.07 (a lie) and owe 191.80 (a lie). I then contacted APEX 2x to correct THEIR mistake, The first time I never got thru. The second time was on 7-18-22 at 3:57 pm. The office is open until 4 and there is no message stating that if you call within so many minutes of closing time your phone call will not be answered. Therefore, If I was put on hold at 3:57 pm, it is Apex's responsibility to handle my call, even if it is not answered until 4:15 pm. I have no control over when APEX will answer my on hold call. So, after two attempts, nothing, Meanwhile, I received a letter from APEX stating I owe 191.80 (a lie) and have 30 days to pay the bill in full. Now, how am I able to pay a bill when APEX needs to fix THEIR MISTAKE and I cannot get in touch with APEX. I consider the mistake BILLING FRAUD and may contact the insurance company. I do not accept the excuse "mistake." Because no insurance company has ever made a mistake in my favor in the 27 yrs I have been going to a doctor. Therefore, there is no excuse when making a mistake on the insurance end. If the person responsible for putting in the information in the system was personally responsible for his/her mistake(s), I would assume NO mistake would ever be made. APEX needs to fix their mistake and show I have paid 60.87, I only own 151.00 AND start over with the process. I do not accept having only 30 days to pay balance in full, I may have been able to pay balance in full within 30 days if APEX had taken my original phone, roughly 3 weeks ago. Also, I have not received any other notice from APEX, in writing or a phone call, regarding my situation. No one cares on their end. That's why I contacted BBB. I had no other choice.

  Business Response

  Date: 07/20/2022

  7/20/2022
  Case # ********
  
  To Whom It May Concern,
  I am in receipt of Mr. *****’s complaint regarding his account balance. After an audit of patients account patient does have a correct balance of $191.80. We are in receipt of Mr. ***** payment in the amount of 61.87 check number ****. This was applied to the statement balance of $211.87 making the remaining balance $150.00. Mr. ***** also had labs done which at the time was not included on the 5/11/2022 statement because it had not been processed by insurance. His labs were processed by insurance on 5/15/2022, Insurance left 41.80 to Mr. *****’s responsibility bringing the new balance to 191.80. A new statement and explanation have been sent to the patient to help clarify any misunderstanding. If patient has any question, he can call the billing department at 440-646-1600.
  
  Sincerely,
  Billing

  Customer Answer

  Date: 07/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Firstly, this letter is a lie. I have received only 1 correspondence from APEX. Showing a balance of 211.87, to which I paid 60.87. I have never received any other notification from APEX regarding additional labs done where the payment was on a later notification. So, defrauding the patient with lack of documentation must be the practice of APEX. Additionally, the letter never addressed how I contacted APEX 2x and both times my call was never picked up. And then stated to contact billing if I have questions!! APEX is not answering my calls, made during business hours. WHY WAS THAT NOT ADDRESSED? Phone records can prove my calls made. Unless, APEX "conveniently" does not have record of calls made. And, I stated APEX must start the time clock over with time to pay my balance since the proper protocols were never put in place. WHY WAS THAT NOT ADDRESSED IN THE LETTER. Because APEX made mistakes. But instead of admitting their mistakes, APEX would rather blame the customer. Remember. I am the one who made 2 attempts to contact APEX, APEX did not handle my case. Maybe the individual who wrote that letter should not be in that position. This is why I contacted the Mayor of ********, in order for Mr. ****** ****** see, first hand, how a company in his jurisdiction treats their customers. Basically, nothing has been handled and APEX is lying instead of taking action for their own mistakes. I thought it was a law that companies had to keep patients up to speed with all current billing. APEX did not. Hence, the billing fraud. SO, no, I do not accept the original response because, as far as I am concerned, APEX is committing billing fraud and now the insurance company should be notified!   

  *** *****

  Business Response

  Date: 07/21/2022

  Apex consider this matter to be closed. Apex holds the highest of billing standards very seriously. No fraud has been committed and we have billed Mr. *****'s insurance company properly for services that were rendered to patient. The issues have been addressed which include the following:

  Mr. ***** states that he was told that Apex had received a check for 20.07. An audit has been performed and as was stated in the last complaint we are in receipt of his payment for 61.87. Which was deducted from the balance of 211.87- bringing the balance down to 150.00. 

  It has been explained why his bill is an additional $41.80 higher bringing the balance to 191.80. The 41.80 comes from the labs he had done from his visit on 4/11/2022 . It has been explained that at the time when the first statement was sent insurance had not process his lab bill that is why it was not included on the original statement. 

  Mr. ***** can call the billing department if he has any further questions we are open M- F 7:30-4:00pm. It is unfortunate that Mr. ***** called Apex and his call was not attended to. This is not the Apex standard  and we apologize for the inconvenience and frustrating experience that Mr. ***** has had so far. 

  A statement and explanation of benefits from the insurance company and new statement have been sent to Mr. ***** for his review. He is more then welcome to contact the insurance company and ******** Major if he feels that is necessary. Due to the inconvenience Apex will allow an additional 45 days to make payment from todays date. His account has been noted with this exception for payment. No further  considerations will be made. 

  Thank you. 

  Customer Answer

  Date: 07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do NOT consider this case closed, APEX refuses to answer my questions. APEX apologized for not answering my calls. Not good enough. I want to know WHY apex did not answer my call during business hours. That is a completely legit question. Also, my bill is to be fully detailed, It is not, the 60.87 I paid is not on the statement. Usually when someone refuses to answer legitimate questions, it is a sign of quilt. APEX says to call billing. I have, 2x, and each time APEX never answered my call, made during business hours. Legally, APEX is responsible for answering my questions. They have not. I have already contacted Dr. ***** ************** in ******* **** **, informing him of my horrible experience. I will next contact the insurance company regarding my experience and recommend a thorough investigation into all of APEX's billing practices. The insurance company may not bother with my complaint/recommendation. Or, they may be very interested in my complaint. Only time will tell. Interestingly enough, APEX said the matter is closed. However, Joey contacted me on 7-21-22 at 1616 from APEX. I will call her tomorrow since she had left for the day when I saw I had her message. My point, why is APEX calling me if the matter is closed? Another interesting fact for the insurance company.  Also, with each response to the BBB, whoever wrote the response was not adult enough to sign his/her name. I want to know the name of the person(s) writing the responses. Another legitimate request.

  -*** *****