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:10/29/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Complaint Regarding Billing Practices and Out-of-Network Charges
  On 3/25/2024, Apex ******’s practices led us to pay significantly more ($1,605.00) than anticipated on endodontic molar services we believed would be covered by our insurance. The charge should have been $401.50. We were assured—both over the phone and in person—that Apex ****** was a ***** ****** Preferred Provider. The office even took our insurance information to verify our ***** ****** coverage. However, after the procedure, we discovered that Apex ****** was not in the ***** network. When I called to clarify, I was told I must be mistaken, and further attempts to reach them went unanswered.
  
  Apex required us to pay the full amount upfront, explaining they had “issues” with clients not paying bills and assuring us that ***** would reimburse the difference by check. Trusting this, we paid the full amount upfront—a decision we later regretted, as this approach resulted in us paying far above insurance’s standard rates without realizing Apex was out-of-network.
  
  For a procedure that typically costs around $400 under *****’s standard rates, our charges escalated to over $1,600—a nearly 400% increase. Our insurance reimbursement was only about $78, leaving us with an unexpected $1,522 out of pocket.
  
  Had we known Apex was out-of-network, we would have chosen one of the many trusted, in-network providers in the St. Louis area. Paying $1,600 for a service that typically costs $400 was an unexpected and disappointing outcome.
  
  Thank you for reviewing this complaint. We hope it can bring more transparency to Apex ******’s billing practices and help prevent similar situations for future patients.

  Business Response

  Date: 02/03/2025

  To Whom It May Concern -

  I spoke with someone at BBB in early November with regards to this complaint.  My apologies as I cannot find my notes referencing this call.  The woman I spoke with was very nice and after I explained everything, she informed me she would close the complaint.  She also stated that since Mr. **** was not our customer, his wife was, that it is his wife, ****** that would need to be the person to file a complaint.  Both the BBB representative and *** **** with the Missouri Attorney General office both recommended I hire an attorney to handle this issue as the BBB and Attorney General exist for the benefit and protection of the customer, not the business owner/entity.  Due to repeated harassment from Mr. ****, re-opening closed cases with BBB and Attorney General an several negative online reviews, we have decided to hire an attorney.  

  I attached a letter we typed in response to a Missouri Attorney General complaint we received in October.  Since I sent this letter, I had to organize the documents the Attorney General office sent to us from Mr. **** for our attorney and it seems clear he has made up whatever he felt he needed to in order to satisfy the follow up requests **** had for him (i.e. fabricated letters to our office, fabricated business card from his dentist's office with a quote from our office on it, etc...)

  Also as stated in the letter, we spoke with Mr. **** and were unable to come to a resolution.  As advised by our Attoreny we made another effort to reach out to ******.  In mid-January we called ****** **** and left a voicemail message on her provided cell number requesting she contact our office in hopes that we can resolve this matter, but we never heard back.  

  Please let me know if you need anything else from us.  

  Regards

  ***** ******

  Customer Answer

  Date: 02/05/2025

  Complaint: ********
  
  
  
  I have reviewed the business' response and am rejecting it because:

  We appreciate the opportunity to respond to Apex ******’s
  recent statement regarding our complaint. We would like to clarify several
  inaccuracies and mischaracterizations in their response and highlight
  inconsistencies between their actions and their own Financial Policy.
  
  Patient of Record & My Direct Involvement
  Apex ****** has stated that I am not the patient of record,
  but rather my wife, ******, is. While the appointment may have been scheduled
  under her name, I was directly involved in verifying insurance coverage,
  discussing financial matters, and making payment. Additionally, we submitted
  this complaint on behalf of our household, as we jointly manage our healthcare
  decisions and finances.
  

  Apex has referenced this distinction regarding the patient
  of record. However, this does not change the core issue: we proceeded with
  treatment under the belief that Apex was in-network with ***** ******, which
  ultimately resulted in significantly higher out-of-pocket costs than
  anticipated.
  
  Misrepresentation of Network Status & Billing
  Transparency
  I was on the phone with my wife, while she was at their
  office when a staff member mentioned ***** ****** Preferred coverage before
  requesting our insurance information to verify coverage. Based on this
  conversation, we reasonably believed they were in-network. However, after the
  procedure, we learned they were out-of-network, despite our prior
  understanding.
  

  If Apex was out-of-network, clearly disclosing this
  information at the time of scheduling or prior to payment would have allowed us
  to make an informed decision about our care. Patients reasonably rely on
  providers for accurate network participation details, especially when staff members
  discuss insurance verification at the time of service.
  

  Additionally, as of October 31, 2024, ***** ****** confirmed
  that Apex (Arch City Endo, LLC) was still listed as an in-network provider. To
  date, Apex has not shared any documentation confirming that they were
  out-of-network at the time of service.
  

  On January 23, 2025, the Missouri Attorney General’s Office
  (MO-AG) informed us that they had made multiple follow-up requests to Apex
  regarding this matter but had not received a response. To our knowledge, Apex
  has not provided further clarification or engaged in ongoing communication with
  the MO-AG regarding this complaint.
  

  Regardless of intent, the information provided to us led to
  a substantial financial burden, as we proceeded with treatment under the belief
  that we were using an in-network provider. Had we been informed otherwise; we
  would have selected a different provider.
  
  Failure to Follow Their Own Financial Policy
  Apex’s written Financial Policy states:
  "Apex Endodontics will make every attempt to collect
  from your insurance; however, if the balance remains unpaid after 90 days, it
  will become patient responsibility."
  However, in our case, Apex required full payment upfront
  before submitting any claim to ***** ******, which contradicts their written
  policy.
  

  Additionally, their Financial Policy states:
  "I authorize my insurance benefits to be paid
  directly to the provider."
  Yet, Apex did not follow this process. Instead of allowing
  ***** ****** to reimburse them directly, they required us to pay the full cost
  upfront. If this was their written policy, it should have been followed
  consistently.
  Unexpected changes in financial terms after the fact create
  confusion and make it difficult for patients to make informed financial
  decisions. Transparency in billing practices is essential for consumer trust.
  
  Attempts at Resolution & Harassment Allegations
  Apex states that they attempted to contact my wife, ******,
  in mid-January 2025. While we did receive a voicemail, we felt it was in our
  best interest to ensure that any further communication regarding this matter
  was in writing, given the serious nature of their legal threats.
  

  Apex has suggested that our actions constitute harassment.
  However, our efforts to seek resolution have been a direct response to the
  conflicting information provided by their office and their failure to follow
  their own Financial Policy. Given that we personally heard their staff mention
  ***** ****** Preferred coverage before verifying our insurance coverage, we had
  every reason to believe our treatment would be covered as in-network.
  

  Our complaints were made in good faith and through
  appropriate consumer protection channels, including the BBB, the Missouri
  Attorney General’s Office, and ***** ******. At no point have we engaged in
  personal attacks, excessive contact, or malicious behavior. Filing a complaint, requesting a review of a billing
  dispute, or leaving factual reviews based on firsthand experience does not
  constitute harassment—it is part of ensuring transparency and accountability in
  healthcare billing practices.
  
  Conclusion & Requested Resolution
  This issue remains unresolved because Apex ****** has not
  sufficiently clarified or addressed:
  1. The
  discrepancy in their stated in-network status at the time of service.
  2. Why
  their financial practices did not align with their written Financial
  Policy.
  

  To reach a fair resolution, we respectfully request consideration
  of a refund for the difference between the in-network and out-of-network
  charges. We believe this is a reasonable resolution given the circumstances and
  aligns with principles of transparent billing practices.
  

  Thank you for your time and assistance. Please let us know
  if any additional information or documentation is required.
  Sincerely,
  
  Sincerely,
  
  
  
  **** and ****** ****

  Business Response

  Date: 02/25/2025

  To Whom It May Concern:

  We received a follow up letter stating the complaint was closed as unresolved, but it is unclear if we are still to respond.   In January we did reach out again to Mr. ****'s wife (our actual customer/patient) via phone, but never heard back.  Unfortunately, I do not see how we will be able to resolve this matter with Mr. ****. Our records indicate something dramatically different than what Mr. **** is describing.  I recommend Mr. **** take these issues up with ***** ****** as he is not happy with his insurance reimbursement.  We have no control over how ***** ****** chooses to process their insurance claims.  I hope this helps.

  Respectfully,

  ***** ******

  Customer Answer

  Date: 02/26/2025

  Complaint: ********
  
  
  
  I have reviewed the business' response and am rejecting it because:

  I have reviewed Apex ******’s response and respectfully reject it for the following reasons:

  1. Misrepresentation of Network Status
  Apex’s claim that our complaint is solely about ***** ******’s reimbursement is misleading and ignores the core issue—their office assured us they were a ***** ****** Preferred Provider, both verbally and when collecting our insurance information. ***** ****** has since confirmed that Apex remains an in-network provider, yet Apex chose to bill us as out-of-network, resulting in significantly higher out-of-pocket costs.

  2. Violation of Their Own Financial Policy & Misleading Payment Requirements
  Apex provided their written Financial Policy at the time of service but then acted in direct violation of it when handling our billing. Their own policy states:
   -  “Apex Endodontics will make every attempt to collect from your insurance; however, if the balance remains unpaid after 90 days, it will become patient responsibility.”
   -  “I authorize my insurance benefits to be paid directly to the provider.”
  Despite this, Apex demanded full payment upfront rather than attempting to bill insurance first, contradicting their stated policy. They also misrepresented that ***** ****** would reimburse us at in-network rates. This issue is not with our insurance provider—it is fully the result of Apex’s decision to bill incorrectly and fail to disclose their actual billing practices before the procedure.
  Had we been given the correct information, we would have chosen an in-network provider who properly billed at the appropriate rates. Apex’s lack of transparency directly led to unexpected financial harm.

  3. Failure to Adhere to Fair Business Practices
  Apex has refused to take responsibility for its actions and continues to evade accountability for clear violations of fair business practices. Their failure to disclose accurate pricing and network status before demanding upfront payment is not only misleading but also a potential violation of consumer protection laws.
  Additionally, their actions directly contradict their own written financial policy—a policy that they chose not to follow. If they cannot even abide by their own stated financial terms, how can consumers trust their billing practices?
  

  4. Ongoing Lack of Accountability
  Apex’s continued refusal to acknowledge or correct their misrepresentation and billing inconsistencies is why this matter remains unresolved. Their failure to uphold ethical billing standards and transparency has caused avoidable financial harm and raises serious concerns about their commitment to fair consumer treatment.
  

  Requested Resolution
  At this time, we formally request that Apex provide a refund for the excess charges billed due to their decision to bill as out-of-network despite their in-network status with ***** ****** and their failure to follow their own stated financial policy.
  

  We trust that the BBB will take Apex’s continued lack of accountability and apparent violations of consumer protection laws into serious consideration.
  

  Thank you for your time and attention to this matter. Please let me know if any further documentation or clarification is required.
  
  
  Sincerely,
  
  
  
  **** and ****** ****

• Initial Complaint

  Date:04/26/2024

  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 went to the dentist. I went in December. they said that 282 would be all i would have to pay. They said insurance would pay the rest. I did not have to pay when I went. I paid them the ************************************************* to pay another ****** for the first. The doctor told me I was not in network. They did not tell me i was out of network at first. They won&#**;t see me until i pay the 168. They told me the 282 total was just an estimate.

  Business Response

  Date: 05/21/2024

  The $282 was an estimate and her insurance paid less than expected. The balance on the account is the patient's responsibility and was informed of this.