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Business Profile

Dental Plans

Liberty Dental Plan

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Liberty Dental Plan's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/04/2025

      Type:Order Issues
      Status:
      Answered
      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.
      We moved here from ********** two years ago, my minor daughter have braces that was placed by the state of California because it was *MEDICALLY NECESSARY*. She was to continue treatment in Florida and was assigned to Liberty Dental. The initial preauthorization on October 1, 2023 was approved, according to liberty dental. Liberty dental was contacted over 43 times over the course of a year and a half, as we waited for Liberty to submit a payment schedule for her ortho treatment.During the long year of waiting, my daughter's brackets began to break apart in her mouth causing injury, and liberty dental did absolutely NOTHING to assist or approve treatment for her. And here recently, her back tooth becomes infected (root canal) causing my daughter so much pain. We took her in on an emergency basis, only to be told she needed to see an endodontist, which is completely understandable. The office also stated liberty would not be covering any medication for treatment until an endodontist is assigned. We had to rush my child to urgent care, receiving antibiotics. When my daughter was finally able to see the endodontist assigned, a pre-estimate was sent to Liberty Dental 1/26/2025 which took them 3 months to deny her ************ is now April 3, 2025, two years and my daughter is still left untreated for both braces and root canal. I asked Liberty Dental, "why on earth would you deny a child root cancel treatment?" Liberty Dental response was "its not a covered benefit but I can always put in an appeal." For two years, my child is still suffering from mouth sores, and an untreated root canal. I have had to file, two grievances and I had to file a complaint with the Florida Board of Dentistry. If something is not done, I will be POSTING THIS ONLINE PUBLICLY and expressing help to make this go viral. I have never in my life seen anything like this! My daughter needs TREATMENT and she's being denied basic dental care! SHAME ON YOU!

      Business Response

      Date: 04/21/2025

      LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action. 

      LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process.Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us. 

    • Initial Complaint

      Date:03/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 have been insured by liberty dental since begining 2025, I have been repeatedly delayed services for tooth #** which needs ugent care by an endodontist. Liberty dental has continued to leave me in pain and suffering using the excuse that the whole southwestern **** doesnt provide reasonable endodontist service in their network. ****** from liberty dental has stated that the higher *** refuse to provide reasonable service. It has been almost four months and tooth number ** has not been fixed, this has also left me with no other services like cleaning or other minor tooth work that needs done because of the dentist orders that tooth #** must be repiared first before any other filings or treatments. I have a total of three dentist refferals during this wild goose ***** run around with my time and anguish.

      Business Response

      Date: 04/21/2025

      LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action. 

      LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process.Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us. 

    • Initial Complaint

      Date:03/24/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Claim was approved Jan 3, 2025..Got and EOB from Anthem stating that ******* was paid to the dentist, through Liberty Dental . This is a ******** advantage provider through ******. Their number is ************. LIBERTY TOLD ME CHECK WAS CASHED ON 2/7/25. The dentist was paid by me, but they sent payment to dentist. Dentist says they don't have it. Liberty said they would get a copy of check, on Feb. 18, and fax it to dentist..they cannot tell me who cashed it. Called yesterday, still haven't sent it to dentist, still haven't got a copy of their check #******. Was very rude, and told me I'd just have to wait..I need my *******. I no longer know who to contact or what to do.

      Business Response

      Date: 03/27/2025

      LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action. 

      LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process.Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us. 

    • Initial Complaint

      Date:02/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 need a root canal for a very deep decay that is almost down to the bone for tooth number 29. My general dentist referred ne to an endodontist. The endodontist has sent the required x-rays to Liberty Dental plan who keeps stating that they need a ****************, which is not standard by my general Dentist or the Endodontist standards. They do not take full mouth x-rays and it is not necessary for one tooth is what both dentists state. Finally we were told we could do a peer to peer and my dentist has called Liberty twice and nobody has gotten back to them. In the interim I in severe pain and it has been three weeks escalating this with Liberty Dental. Ive already canceled two appointments with my Endodontist because Liberty is not responsive.

      Business Response

      Date: 02/21/2025

      LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action. 

      LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process.Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us. 

    • Initial Complaint

      Date:01/24/2025

      Type:Billing Issues
      Status:
      Answered
      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 address a billing issue regarding a visit to ************************************** in ***************, an in-network provider, on January 15, 2024. The visit included a routine cleaning and a filling. However, I was charged over $150 for a service that, according to your benefits team, should have been fully covered.I kindly request the Explanation of Benefits (EOB) for this visit to clarify the charges. Additionally, please advise on the process to be reimbursed for the amount I paid, as I understand this should not have been out-of-pocket.Thank you for your attention to this matter. I look forward to your prompt response.

      Business Response

      Date: 02/11/2025

      LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action. 

      LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process.Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us. 

    • Initial Complaint

      Date:01/16/2025

      Type:Billing Issues
      Status:
      Unresolved
      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.
      Our complaint is in regards to insurance not issuing payment for services rendered and not following up with our office after multiple attempts

      Business Response

      Date: 01/16/2025

      LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action. 

      LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us. 

      Customer Answer

      Date: 01/20/2025

       
      Complaint: 22818859

      I am rejecting this response because: **** ********, the appeals/grievances department just responded to our complaint on January 16th stating that she will now oversea the claim until it is finalized. Once we have received a proper resolution, then we will accept the business response. But for now, everything is pending.

      Sincerely,

      Dominion Hills Dentistry

      Business Response

      Date: 01/22/2025

      LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action. 

      LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us. 

      Customer Answer

      Date: 01/23/2025

       
      Complaint: 22818859

      I am rejecting this response because: Liberty has not guaranteed an outcome and has not provided an update in regards to the outstanding payment. Everything is still pending.

      Sincerely,

      Dominion Hills Dentistry

    • Initial Complaint

      Date:12/03/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Liberty Dental Plan is part of my ******** Advantage Plan with ****** Permanente.Liberty provided me a list of approved dental groups in June, ********** HQ, Bowie, MD is ************** HQ submitted a treatment plan for me.After the work was done Liberty told me the dentist who submitted the plan is "out of network". Liberty will not cover the cost for my partial denture: $993.#1 Why wasn't I told that an approved dental group has an "out of network" dentist?#2 Why is a dentist "out of network" - what about safety?#3 Liberty lied to me and cheated me.

      Business Response

      Date: 12/11/2024


      Customer Answer

      Date: 12/13/2024

       
      Complaint: 22628494

      I am rejecting this response because:
      I have called Liberty REPEATEDLY - no one has helped me.

      Sincerely,

      **** ******

    • Initial Complaint

      Date:07/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Liberty won't cover my dental services because I had Aetna Dental thru my job 7 years ago. Ever since Oklahoma changed the way they do their insurance it's all screwed up. On liberty's side it says I have Aetna dental with no expiration date. What insurance doesn't have an expiration date on it??? According to them I have to have a letter stating termination of an insurance I don't even have. Forget talking to Aetna because they are c*** too. You're not in their system they say but they can't give you a letter or anything saying that, you have to go to HR? Aetna is trash Which is why I didn't re-enroll the next yr or enroll with it when the state changes over. So basically I can't get my teeth fixed because these 2 companies are trash. **************** is a joke for both.

      Business Response

      Date: 07/19/2024

      LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action. 

      LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us. 

    • Initial Complaint

      Date:06/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This must be the most scamming insurance company I have ever dealt with in my 77 years most of which were as a school principal and Superintendent. Liberty dropped from their dental panel one the finest dentists in NE **** (probably because they were so good) and assigned me to another provider. I made the appointment and had my work done and pleased with the dentist. However, I received an Explanation of Benefits denying all three procedures with the notation that "Provider Not in Your Plan". Between yesterday and I have spent over 7 hours trying to get someone to will deal with the issue. I have been called filthy, vile, vulgar names. Only ONE person out of 30 even cared and said I needed a supervisor. The supervisors hang up on me. One of the even said I had never called. They must think their customers are really dumb like them.This so-called "dental insurance company" needs to be exposed as the terrorists. Dictionary definition: "a terrorist is any group or individual that inflicts physical, financial or psychological pain on any other group of individual." They have no respect for the laws of the US in answering their phone, normal dental standards nor ********** of ********* standards. They need to be exposed so that other elderly and disabled persons are not conned and scammed by them. When I told them I would be reporting them to the BBB, the OH ***** of ********* and ******** their reply was "Go ahead, we don't care and you will be sorry." I hope I am wrong. They need to be accountable and hopefully can be exposed to warn people of what they are getting. Unfortunately for many of us, Anthem ******** Advantage uses them as their third party insurer for dental claims.

      Business Response

      Date: 07/02/2024

      LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action. 

      LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us. 

      Customer Answer

      Date: 07/18/2024

       
      Complaint: 21883712

      I am rejecting this response because:  Liberty Dental has been totally uncooperative with me regarding this claim.  They have stated emphatically that the provider is not on their panel even though that ******** Dental was the provider they suggested I enroll with when they cancelled the dental group we had been with for over 20 years and Liberty Dental cancelled them, i.e. Farian Dental without contacting us or anything.  The provider had to let us know they had bee cancelled.  

      Therefore, Liberty Dental have me the ******** Dental provider to contact which I did and received services.  Then Liberty Dental denies the claim stating on the *** sent me that they are not an approved provider and when I called them I was treated like a dog and even called what to me was a very derogatory name, being a "G-d d-mn mu--er f-*********" which I did not appreciate.  Liberty Dental must rectify this issue or I will be contacting ******** since they are my dental provider via Anthem.  It appears that total disorganization is rampant at Liberty.  Regarding their claim that they they have have not blocked my telephone number to reach them is a total lie on their part as I have just attempted to reach them as I type this response.  The block is on my landline phone.  Fortunately, I do not think they  have my cellphone number (unless they have illegally obtained it) and I can call it.  How can a person trust a ******** Dental Provider who will lie to customers as well the **********************.


      Sincerely, 

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

      Business Response

      Date: 07/29/2024

      LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action. 

      LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us. 

    • Initial Complaint

      Date:06/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Not getting the services I have been promised

      Business Response

      Date: 06/13/2024

      LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action. 

      LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us. 

    Liberty Dental Plan is NOT a BBB Accredited Business.

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