ComplaintsforDentalPlans.com, Inc.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  DentalPlans.com makes it difficult to cancel membership/renewal.October 11, 2023: I signed up for membership and paid the membership fee of $35 and agreed to a monthly fee of $15 only to find out from my dentist that the prices that she charges anyone with no insurance are the same as the ones DentalPlans.com want me to pay for monthly. The representative to signed me up told me I could cancel at anytime.October 13, 2023: I logged into my member account at ********************** to cancel the membership/renewal only to find out that I can't cancel or make changes unless i call ************. I tried using the chat tool to ask for cancellation of monthly membership and was told that they could not help me and that I had to phone the plan members line. October 13, 2023: I phoned at 8:56am EST and have been on hold for 30 minutes. There should be a better way for consumers to cancel membership/renewal. I think it is interesting that in the voice mail message they talk about all the services they provide and don't offer clear and concise information on how to cancel membership.

  Customer response

  10/18/2023

  This issue is resolved.  On Monday, October 16, 2023, Dental Plan.com refunded the amount I paid.  

  Thank you so much,

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

  Business response

  10/23/2023

  Hello.
  
  Thank you for reaching out to the ** Consumer Relations Team about this issue. We have contacted the member and the issue has been resolved.
  
  Thanks,
  
  Consumer Relations
  
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Refusal to reimburse plaintiffs' payment for a dental plan that is not accepted for discounted services at the selected Provider as advertised, online, by this dental plan. The website indicates that this plan is accepted at ******** Dental Associates in ************. Only after making an appt and having a consultation were we informed by the practice that they do not participate in this plan. On Sept 20, 2023, ******* placed a call to the dental plan to request a refund since the plan benefits could not be utilized and was informed by an Associate, by the name of Queen, in the **** that handles such requests, that the time had elapsed for a refund request and she refused to connect caller with the manager of the ****. As you can see in the documents provided, it only states there is a $20 non-refundable processing fee (which we understand and agree to). There is no mention that other monies paid could not be refunded after a certain time period. The plan was to be in effect for a year. Clearly, it has only been 2 months, roughly, since enrolled. She, Queen, was more concerned with trying to enroll Waverly in another plan which is not an option since he has already been established at Danville Dental Associates with a plan to remove his decaying teeth. The associate, Queen, was provided ********* contact information so the Manager could be asked to call but no such call was received within 24 hours. *******, unfortunately, does not read. Therefore, *******, his sister, manages such affairs for him. I think it is a shame how consumers are misled by these companies, especially seniors who are in need of services and are trying to manage the costs on fixed incomes. I think it is only appropriate that the funds be reimbursed and hope that is what the BBB will find as well upon close review of the facts in this complaint.

  Business response

  09/22/2023

  Hello,

  We have reached out to ************************* and the matter has been resolved.

  Thanks for mediating this issue.

  Consumer Relations,

  www.DentalPlans.com

  Customer response

  09/22/2023

   
  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.
  
  Sincerely,
  
  ******* And *************************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Family Policy for DentalPlans.com was auto renewed on7/7/2023.for $199.95 + $20.00 fee =$229.95. I contacted them on 7/10/23 to request a change to an individual policy for $174.95 and to request a refund of the difference ($35.00) Customer svc said thay could not refund on the credit card after trying several times. I advised them that card they were trying had been closed and I now offered a new card, but they said refunds can only go back to the original card. So on 7/27/23 they finally said a check would be issued for $229.95, but would take ***** business days. On 8/18/23 cust. svc said the time to receive a refund check is actually 30 days. On 9/8/23, it has now been 31 business days and no check, plus the policy I asked to cancel is still listed on my account. On 9/19/23 the policy in question is now listed as "expired" even though that policy was paid for, and it's expiration date is 8/4/24. Still no refund. I told them on 9/8/23 that refusing to refund my money constirutes wire fraud and I could report DentalPlans.com. to the State Atty ******** They replied that they were NOT refusing to refund, I answered that since I have no refund after more than 2 months, that constitutes "refusal"! I was not permitted to speak with a supervisor, even though I asked. I was informed by "*******" that he asked his supervisor to "expedite" the claim and the refund check, but it is now 9/19/23 and there is no refund check.

  Business response

  09/20/2023

  Hello,

  We have tried to reached out to ****************** today regarding the refund check. It appears that the check was mailed out on August 3rd, 2023 in the amount of 229.95.The check's status is listed as un-cashed.  ****************** please let us know if you are in agreement with a replacement check. We will be happy to void the current check and reissue another one for you, this process can take up to **** business days. For your review we have included  is the receipt of transaction for the original processed check.

  Thanks,

  Consumer relations Dpt.

  www.DentalPlans.com

   

  Customer response

  09/20/2023

   
  Complaint: 20627478
  
  I am rejecting this response because:though I did receive a voicemail from Dental Plans today saying they mailed a check on Aug 3, 2023 in *******, that was 17 days ago and I have not received the check. I called Dental Plans today and was told that the check in fact was NOT mailed on August 3, but was  mailed on September 12, 2023, at 4:45pm, eight days ago. At this point not sure who is correct! I then said I would wait another 3 days to receive the check supposedly mailed on 9/3, before calling them back.
  
  Sincerely,
  
  *************************

  Business response

  09/21/2023

  Hello,

  We are working towards an immediate resolution regarding this matter.

  Thanks,

  Consumer Relations Dpt.

  www.DentalPlans.com

  Customer response

  09/22/2023

  I do not YET accept Dental Plans response since I only have the Promise of getting me my refund (supposedly being mailed next Thursday [9|28], and not the actual refund. Ive been told twice before that the refund was mailed, but NOT. I shall wait to see what happens after 9/28.

  Customer response

  09/29/2023

   
  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. We have received the refund payment check.  Thank you for your assistance in this matter.
  
  Sincerely,
  
  ***** and Anne  *******

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As of Feb 2023 I was currently paid in full until Aug. 27th 2023. I was sent an early renewal offer stating for $121.46 I could extend my membership from Aug 27th 2023 until Sept 24th ****, which included a free month for renewing early. I accepted and paid the $121.46. In dental plan policy it states you have 30 days to cancel and qualify for refund. I understand all stated. It also states that if in any time you are a member and your dental provider NO LONGER accepts plan, you also have a right to refund. My provider no longer accepts dental savings plan so I contacted them my email stating issue and asking for refund (should have been $101.46 because $20 processing fee was non refundable). They only issued me a $51 refund? The plan year that they refunded me didnt even start yet since I was already paid up until Aug. 27th 2023. If they want to get technical, they would still owe me a pro rated refund for Aug 2022 to Aug 2023 plan period and then all off Aug 27th 2023 until Sept24th **** period (which was the $121.46). After calling and speaking to rep about being still owed the other half of my refund, she tried to refund it but said the system wasnt letting her process it and her supervisor would have to do it and call me back. This brings us to todays file with the BBB for my refund of $121.46 minus the $51 that already refunded.

  Business response

  08/28/2023

  Hello,

  The member has reached out to the *********** Team and the matter has been resolved. Please see the refunded transactions listed below.

  
  

  Payment Type Amount Date Type Response
  Credit Card $50.46 8/25/2023 9:42:47 AM Returned
  Credit Card $20.00 8/25/2023 9:42:47 AM Processing Fee Returned 
  Credit Card $51.00 8/14/2023 11:40:32 AM Returned

   

  Thanks,

  Consumer Relations Dpt. 

  www.DentalPlans.com

  Customer response

  08/28/2023

   
  Better Business Bureau:

  After I said I would file a complaint with BBB and did so, Dentalplans.com did in fact return the rest of my refund that I was due back. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a monthly dental plan through dentalplans.com online on 5/12/23. I selected the do not renew option to avoid recurring monthly subscription costs. The total cost of the first month was $35.95.Dentalplans.com continued to charge me despite being on the do not renew option. I was billed $15.95 on 6/7/23, 7/7/23, and 8/7/23 despite being set up on the do not renew option.The agent I spoke with at dentalplans.com, Queen, stated that there was a way to cancel online. However, when she directed me to the area where she claimed you could cancel online, it simply stated to call the company for cancellation. The *** has proposed a "click to cancel" law that would prevent companies from required 30+ minute phone calls to cancel a subscription that was initiated online.I did not agree to or authorize the charges on 6/7/23, 7/7/23, and 8/7/23 and am requesting a full refund for these unauthorized charges.

  Business response

  08/17/2023

  Hello,

  Thanks for mediating this matter, We will reach out to the member to resolve the issue,

  Thanks,

  www,DentalPlans.com

  Customer response

  08/18/2023

   
  Complaint: 20483772
  
  I am rejecting this response because the business has not offered or provided a refund for the unauthorized charges. Additionally, the business has NOT contacted me as they stated in their response. The business can reach out to me if they wish, but the facts remain as they are. They refused to refund unauthorized charges when requested. This is tantamount to wire fraud - a federal crime as it occurred across state lines. The only acceptable resolution is to do exactly that - provide a refund for the unauthorized charges - totaling approximately $48.
  
  Sincerely,
  
  ******* *****

  Business response

  08/21/2023

  Hello,

  We have attempted to call the member regarding  this matter. The member needs to call in and speak to a representative to confirm account information. This is protocol when conducting any refund transaction. 

  Thanks,

  Consumer Relations

  www.DentalPlans.com 

  Customer response

  08/21/2023

   
  Complaint: 20483772
  
  I am rejecting this response because: Dentalplans.com has not attempted to contact me. I am happy to provide phone records showing as much.

  Feel free to call me at ************ or email me at *********************** Alternatively, you could simply refund the unauthorized charges in the amount of $45. That seems like it would be the simple solution.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Dental discount plan a few months ago. I was told I need a root canal. The discount I am supposedly receiving is 20% - equaling about $915. However, if searched online at ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* the amount shows $485 for Solstice Plus Plan One. When talking to an agent I was told the numbers are fictitious. I also believe this is misleading and not true advertising. The agent also told me if I had Solstice Plus One Plan I would only see 25% discounted (a difference of only 5%).

  Business response

  07/25/2023

  Hello,

  Thanks for bringing this matter to our attention. DentalPlans is very transparent when it comes to our plan benefits  and the discounts that our valued members will receive when joining any savings plan. Fees listed on our main site serves as an average savings amongst all providers within a specific region, location, and zipcode. The price that is displayed also states that it is a sample  of what you can save with each plan. I have included  the full disclosure that is also listed on the site as well.  All members have access to the providers actual fee schedule which can be obtained  by calling in and speaking with the *********** Team  or logging into their personal DP Member's area. If the member would like to discuss any concerns or discrepancies we are always happy to assist.

  Disclaimers: 

  You are entitled to choose any participating dentist listed in Preferred Network Access by ***** (Dental Only). Dental offices are located throughout *****************. The dental provider listings on DentalPlans.com are provided directly from each dental network or dental plan, who are responsible for its accuracy and completeness. These listings are updated on a monthly basis, and every effort has been made to ensure that only participating active providers are listed. We strongly recommend that you confirm that a provider is currently participating before you receive any services from that provider. This plan is based geographically by ZIP code in terms of provider participating and location. Fee schedules and savings may vary by ZIP code and by Provider within a ZIP code.
  

  The Preferred Network Access by ************* Program is NOT Insurance and is not intended to replace dental insurance. This plan does not meet the minimum creditable coverage requirements under M.G.L.c. 111M and 956 CMR ****. The program provides discounts at certain dentists for dental care.  The program does not make payments directly to the dentists for dental services and the plan member is obligated to pay for all dental care services but will receive a discount from those dentists who have contracted with Cigna Dental.  The range of discounts will vary depending on the provider type and services provided. You have the right to cancel within the first 30 days after receipt of membership materials and receive a full refund, less a nominal processing fee. Discount ***************** and administrator: The program is offered by: Cigna Dental c/o DentalPlans.com, ********************************************************************************  Telephone: **************. Discount ***************** and administrator: Cigna

  
  Offered by Cigna Health and ************** Company

  Customer response

  07/26/2023

   
  Complaint: 20346991
  
  I am rejecting this response because:
  This is baloney.  This is not typical savings for any zipcode.  Your website says root canal $459 or something close to that.  Where in reality it is just under $1,000 with any of the plans offered at the negotiated prices.  

  you can leave the false advertisement out there, but I will not not be signing up again. 

  When I signed up I was told my husband's dentist was in the plan.  The dentist was NEVER in the plan EVER. so I paid for him and I for a year.   Not sure how I will benefit for him with the dentist not being in the plan. 

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

  Business response

  07/27/2023

  Hello,

   The *********** Team has  reached out to the member to discuss the matter and address any other questions or concerns. 

   

   

  Thank you,

   

  Consumer Relations Dpt.

  www.DentalPlans,com,

  Customer response

  07/27/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dental Plans.com keeps renewing my plan without authorization. 2 years ago, I called, told them to NOT auto renew, yet they still proceeded with the renewal.1 year ago, I went on the dentalplans.com website and turned off auto renew "toggle" on my profile, deleting a payment is NOT an option.I logged in today after a DentalPlans.com sales call only to find Auto-renew was turned back ON. When sending an email to them via "contact us" it requests a different user password than that of the account.The business practices are decietful and do not offer the ability to stop renewing. The phone # advertised is for sales only, and there is a run-around if you wish to cancel.And the detal benefits were terrible, coverage was not saving anything, less than the cost of the plan.

  Business response

  07/25/2023

  Hello,

  Thanks for bringing this matter to our attention. DentalPlans take pride in making sure member's concerns are fully addressed. The member is welcome to call in and speak with the *********** Team at ************** to discuss the matter.

  Thanks,

  Consumer Relations Dept.

  www.Dentalplans.com

  Customer response

  07/26/2023

   
  Complaint: 20342339
  
  I am rejecting this response because:
  DentalPlans.com already has all the information they need from me and my complaint directly to them prior to contacting BBB

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

  Business response

  07/27/2023

  Hello,

  The *********** Team has reached out  several times since the complaint and unfortunately, we were not successful in speaking with ***************  The auto-renewal system is reversible, and can be stopped by the member at anytime.  We have sent correspondence via email and regular mail regarding upcoming renewals followed by several phone calls. We have no record of ************** contacting us regarding any issues. Our policy will allow any member to receive a full refund with in 60 days of auto- renewal. We are willing to fully refund the member for year 2022- 2023. It appears that the plan was used during 2021-2022 .  We received a verification of eligibility request for his dependent dated 3/3/22 at 9:13 am from Rose Dental Group. ************* please call in and speak with a *********** Representative to process your refund and address any questions or concerns. 

  Thank you,

  Consumer Relations Dpt.

  www.DentalPlans.com

   

  Customer response

  07/28/2023

   
  Complaint: 20342339
  
  I am rejecting this response because:
  I have gotten SEVERAL Calls from Dental Plans.com "to take advantage of our 10% off renewal" Sales. I did not receive a call regarding my complaint until yesterday. 

  I do not want endless sales calls and promises of a promo. I just want to EASILY Navigate REMOVING MY CREDIT CARD from the payment system.
  Sincerely,
  
  ***********************

• Initial Complaint

  05/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In 2019 my wife signed up for dentalplans.com, we didn't find their service ****** helpful and decided to seek better employer-offered coverage. We had forgotten their service existed and missed that they've been billing us annually. We also noticed that the annual renewal rate increased at least twice, these price increases were never clearly communicated to us nor did we agree to them. When we contacted DenalPlans.com in May of this year to 1) make sure the service was canceled and 2) get some reimbursement for a service we didn't use nor never agreed to price increases on we were denied any reimbursement and treated with utter disrespect by the support agent. The support agent lectured us on personal responsibility and refused to be helpful or offer any solutions.We never agreed to sign a blank check to DentalPlans.com, agreeing to auto-renewal isn't a free pass to bill me whatever you like. We accept that, even though we were living in chaotic times, we missed the charges against our account. All we ask is that DentalPlans.com accept some responsibility here as well. We never received clear communications about price increases, and furthermore never agreed to them.

  Business response

  06/21/2023

  Hello,

  We have been in communication with the Members and the matter has been resolved.

  Thanks,

  Consumer Relations,

  www,DentalPlans.com 

  Customer response

  06/21/2023

   
  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.
  
  Sincerely,
  
  **********************

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 5-8-2023 Amount of Discount Benefit: All discounts from the ****************** vision "discount" chart in member portal that apply to the attached invoice charges.Resolution via multiple phone calls (multiple conversations): NONE My Member ID: ********* -----------------------------------------------------------------------------------------------------------------------------------------------I purchased the ****************** Dental Plan because of the additional vision savings included in the plan. My vision provider is listed as being a participant in the discount plan I have. See attch. (************** , *******, ** ****************) I was told via phone that I definitely had discount vision coverage. I am asking for reimbursement of the all discounts I should have received, but didn't because my I found out my provider, along with several others in my area listed in my member portal, actually are not in the plan at all. I made calls to several to verify this. I was led to believe I had discounts, but I got absolutely nowhere when I called the vision number on the back of my ID member card to see how to get them. I finally gave up and paid for my glasses with no discounts. I am asking to be reimbursed for all the discounts that I should have received, See INVOICE ***** for charges I paid in full. I am also asking that ***** get their act together and get an accurate Provider Participants List on the Member Portal. This deceived me and probably others who tried to use this benefit for discount savings.Some of the many customer service people I talked to said that they felt bad for me and were sorry that they didn't have info for me. All of the customer service people transfered me to someone else. My vision provider called also and got the same useless routine.

  Business response

  05/18/2023

  Hello.

  Thanks for reaching out to the ** Consumer Relations Team regarding this issue, We have contacted the member and an is working towards a resolution

  Thanks,

  Consumer Relations

   

  Customer response

  05/18/2023

   
  Complaint: 20073338
  
  I am rejecting this response because: Nothing to accept or reject. Only action is that It is being looked into. I will accept when I get my cash refund for the discounts that I was led to believe I was eligible for.

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

  Business response

  06/05/2023

  Hello,

  We have been in contact with the Manager of  the location in which ************************** received services. We were advised by the Manager  that the member did not present the office with accurate plan information to  verify plan benefits and  member eligibility. The member was told by the facility that they are unable to apply and discounts towards the service prior to him having services done and remitting his payment. The member's response was "he was tired of looking for a provider so out of frustration he will just pay out of pocket".  *************** Team  has reached out to ************************** on three occasions in hopes to discuss this matter and has been unsuccessful.  ************************** is welcome to call in so that we can assist him.

  Thanks,

  Consumer Relations,

  www.DentalPlans.com

   

  Customer response

  06/06/2023

   
  Complaint: 20073338
  
  I am rejecting this response because:

  #1.  Looks like this complaint now has the last reply to me as being my fault !!  Not happy at all about this. 

   #2. I did give my vision care provider my Cigna wallet card with the all contact information on the back of the card contrary to your last reply!  My provider, as I did, received the runaround and the help of " I'll transfer you".  The transfers were multiple transfers to nowhere that could help get my discounts.. The information on my Dental Savings Plan Portal said "all I had to do"  is show my card at time of service to my provider. Your last reply said I didn't give my vision provider necessary information??  What more information is there? Better yet , how does a person get more info? I spent hours trying to figure this out.

    #3 . There is no mention in response as to whether my provider (************************* , ******* , ** , see previous attach) is a participant in my Cigna Vision Discount Benefit as shown on my portal?  My portal shows them as a participant, so shouldn't they have the Cigna info for applying my discount or know how to get it, or how to process/apply discounts, or "ONE" correct, helpful number they can call ?  I need to know this, ************************* needs to know how to apply my discounts.  

    #4  Last reply said that I was " tired of looking" for an in-plan provider? Please re-read my initial submission!  I did not say this!  ************** my provider was listed as being in-plan.  I'm not looking for another provider, nor did I say that. Where did this come from??

   #5 Your last reply with regard to me calling back was another aggravating process.  I did call back to the number I was given, but got nowhere. When I called back, the rep told me he cannot transfer me or help me get in contact with my case person who left me the message. I explained why I was returning a call, but got nowhere as I did when I tried to get my Vision discounts. The same run-around. What is going on with helpful communication here? It's absolutely horrible !  Any more case person communication should be to me by email so that I can reply without aggravation.  I am sick of calling Dental Discount Plan to get anything resolved.  How can I reply by phone when I have to go thru this fiasco again.  Don't tell me I don't' reply, tell me how to reply.  Very aggravating trying to return any calls.  This seems so simple to me.   Still would like my discounts that I thought I would get.

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

  Business response

  06/13/2023

  Hello,

  Please accept our apologies. The response was to provide information that was discovered during our investigation and not to shift any blame. We have processed your refund and will be sending it out via regular mail  please allow **** business days.

  Thanks,

  Consumer Relations,

  www.DentalPlans.com

• Initial Complaint

  05/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit card info was used here without my consent,credit card fraud for $194. This had no authorization on my behalf. I keep all balances at $0 so this was a BIG red flag!!

  Business response

  05/18/2023

  Hello,

  Thanks for bringing the matter to our attention.  It appears that the member's account was on auto-renew. The auto renewal service can be managed by the member located inside their member's area which is created during enrollment. We make every attempt to contact  the member via email, phone, and mail prior to the actual transaction.  The member has been successfully refunded.

   

  Thanks,

  Consumer Relations,

  www.DentalPlans.com

   

*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. ↩