Complaints

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

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  Liberty Dental Plan

  PO Box 15149 Tampa, FL 33684-5149

• 

  Liberty Dental Plan

  7870 Woodland Center Blvd Tampa, FL 33613

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:12/21/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 was with ********* health insurance company and they used Library dental insurance. Library dental sent me to an oral surgeon out of network and said they got it approved, I set up the appointment and went, even though this oral surgeon was further away than one the dentist I went to recommended, but they wouldn't approve it. This started in July 15, I got a bill from the oral surgeon because liberty dental refused to pay them. I've been lied to all the way around from library dental and now I was told they were going to send me a check, it still hasn't happened and it December 21 no check. Library dental should have to pay me for my time on the phone with them listening to all their lies and c*** They should also have to pay triple damage for doing this to anyone. It's just been lie after lie from Liberty dental and I've had my fill of the lies. Please help me and let's close library dental down, they shouldn't be allowed to be in practice of any kind.

  Business Response

  Date: 12/28/2023

  LIBERTY Dental Plan (LIBERTY) is in receipt of the above 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 will investigate the matter and take appropriate action. 

  Customer Answer

  Date: 12/31/2023

   
  Complaint: 21040710
  
  I am rejecting this response because:
  They have done nothing but lie the whole time. Tomorrow will be ******* I, and I was told they were going to get my money back to me before the end of the year. So see another lie on there part. They should have to pay me back the $40.00 I had to give someone to take me that far. And I've spent over 50 hours talking to them and just get BS and lies. They should also have to pay me for my time I've spent on the phone with them. My time is just as valuable as their time is. 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/08/2023

  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 have two dental insurances one is called liberty dental through ******** which is in my own name since Im a 24 year old disabled person and the other is a dental plan through my step dad called GEHA, he is retired military and has me covered with medical and dental through him. I went to the dentist a number of times called complete dental down ******************* in ********** ** for my dental work. When the appointment was first made I explained my ******** dental benefits through liberty was primary over GEHA since this is what ******** and my ******** worker told me. Well complete dental billed it opposite and now a year later not one bill has been paid by either GEHA or livery dental. *** filed several grievances and appeals for liberty and heard nothing back. Ive called both companies numerous times and Im told neither is primary. This has got to be some sort of insurance fraud! Now complete dental is threatening to send these to collections and I dont know how to get this paid! I want my bills paid immediately, I should not be getting threats of collections when I have 2 insurance companies who are downright refusing to pay bills!

  Business Response

  Date: 06/13/2023

  Please see the attached response.

• Initial Complaint

  Date:05/22/2023

  Type:Sales and Advertising 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.

  In January 2023, I changed my health insurance from Horizon ** Family Cares to WellCare. I have both ******** and ******** in **********. I have also filed a complaint against WellCare with BBB. I started a treatment plan with my dentist, Little Egg Dental, in 10/22. I had broken a front tooth and also needed several other broken teeth surgically removed. I also had some fillings done in addition to 1 crown. Horizon ** Family Cares approved the treatment plan which included 2 partial plates. In January 2023 when my WellCare went into effect, I was notified that WellCare outsourced the dental part of my plan to Liberty Dental. My dentist submitted the claim to Liberty in 01/23. Liberty Dental has consistently denied the claim stating that additional work needs to be completed. We were on the final fittings for my 2 partial plates at that time. My dentist also submitted the additional information they requested in addition to something called a peer to peer, which is where my dentist speaks directly to the dentist at Liberty. Since than in May I have also had an additional 6 month check up providing Liberty with additional X-rays and had another tooth filled. Liberty has sent me at least 3 denial letters since January all stating the same thing. I have made no less than 25 calls to both WellCare and Liberty Dental and spoken to many so called supervisors and still unable to resolve this issue. Since I signed up with ****************** not Liberty Dental. I am not sure why I am responsible to handle this claim with Liberty. Shouldnt this be WellCares responsibility? WellCare seems to have washed their hands of this. They say there is nothing they can do, even though WellCare is the company that outsourced their dental to Liberty. I have recently contacted ** ********, ** Family Cares and their **************************** (so called the insurance police). I dont know what else to do. Since I have no back teeth and I am missing a front tooth I am not able to chew. I am including all correspondence from Liberty Dental in addition to a paragraph from WellCares own website stating that this is covered. Please check my complaint against WellCare for additional information. I will also include a copy of my insurance cards. Thank You

  Business Response

  Date: 06/07/2023

  See the attached response.

  Business Response

  Date: 06/08/2023

  See Attached.

• Initial Complaint

  Date:02/13/2023

  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.

  Approximately 6 weeks ago, I went to my dentist as I have been in a lot of pain. I am on ******** SSI, as I have both Muscular Dystrophy and Grand Mal Cluster Seizures. During my last cluster of seizures in October of 22', I had broken a tooth down to the root, and damaged both the root, tooth itself, and the nerve itself. I have been experiencing numerous abscesses and in addition have a pre-cancerous growth in my cheek. When the dentists office filed the claim that I needed both a root canal and a crown, and submitted it with the proper codes to Liberty dental, they denied the claim. They said it wasn't a service covered. Then they told me that the dentist's office was remiss in filing medically necessary. The dentists office refiled the claimed, and again we waited. Liberty somehow "lost" the claim and insisted they never received it. Yesterday, I called them again as my situation progressed to dire when I felt a pop while eating and blood came pouring out of my mouth, and I was and continue to be in excruciating pain. When I called both them and Allure Dental, Allure refiled again, and Liberty refused the claim and stated it was not a service covered regardless of reason. In other words, the need to file was simply a wild goose chase with no concern for my well being. I am applying for care credit to pay out as I in desperate pain and I am afraid this severe pain will prompt more seizures. I hold Liberty Dental to be full accountable, and I want full reimbursement for the $1500 plus additional money for the pain and suffering. I also ask that Liberty Dental be penalized for putting dollars ahead of people. Finally, I want a formal written apology from Liberty's CEO for their egregious and apathetic behavior and for not caring about me as a human being.Sincerely,************************* *****

  Business Response

  Date: 03/02/2023

  LIBERTY Dental Plan (LIBERTY) is in receipt of the request from your office for protected health information associated with the person referenced above.  ******************** Portability and Accountability Act (HIPAA)  and accompanying regulations, 45 CFR ******* et seq., prohibits LIBERTY from disclosing any information, including confirmation of any participation or eligibility in our Plan. While regulatory exceptions do exist including but not limited to; a valid court order, warrant,subpoena, or a valid authorization signed by the person whose protected health information you seek, none of the qualifying exception circumstances have been evidenced with your request; therefore LIBERTY cannot provide you with a formal response at this time.
  
  

• Initial Complaint

  Date:01/05/2023

  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 got Liberty Dental coverage when I lost my job. They said orthodontics were included. No orthodontist within a two hour radius would accept my children because of work in progress. Liberty initially said they would be covered and then - I found out months later from office once I had new insurance - that it was denied. I can't get an explanation. I have called the case manager at least six times and got one call back with zero information. I've called the general number and asked to speak with a supervisor and can't get one on the phone. My son is due to get his braces off and I'm going to have to pay the entire balance because Liberty is not addressing the issue and covering the treatment.

  Business Response

  Date: 01/13/2023

  To whom it may concern: 
  LIBERTY Dental Plan (LIBERTY) is in receipt of the request from your office for protected health information associated with the person referenced above.  ******************** Portability and Accountability Act (HIPAA)  and accompanying regulations, 45 CFR ******* et seq., prohibits LIBERTY from disclosing any information, including confirmation of any participation or eligibility in our Plan. While regulatory exceptions do exist including but not limited to; a valid court order, warrant, subpoena, or a valid authorization signed by the person whose protected health information you seek, none of the qualifying exception circumstances have been evidenced with your request; therefore LIBERTY cannot provide you with a formal response at this time. 
  LIBERTY is dedicated to providing our members with affordable and quality dental care and offer a comprehensive grievance and appeals process that is accessible to all of our members by contacting ** at any of the following: 
  LIBERTY Dental Plan 
  Quality ********************* 
  Attn: Grievances and Appeals 
  P.O. *********************************** ********** 
  Phone: ************ / Fax: ************ 
  Online: www.libertydentalplan.com.  
  If you have any questions, you may contact me directly at **************. 
  Sincerely, 
  LIBERTY Dental Plan 
  Quality *********************

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18684900
  
  I am rejecting this response because:

  Contacting you hasn't resolved the issue.  You don't have to disclose personal information.  Just fix the problem.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/18/2023

  LIBERTY is currently with contact with mother via phone and doing our best to resolve the issue.

• Initial Complaint

  Date:01/05/2023

  Type:Order 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.

  We enrolled into Liberty Dental plan effective October 1st, 2022. After calling multiple times from October up until January 3rd 2023. We have yet to receive member ID cards and have yet to be updated in your system has eligible members. My insurance company has sent your ********************** multiple notifications advising coverage is eligible and active.We have waited months for this to be resolved, forced to cancel multiple important appointments due to the incompetence of this company and its employees to do their job. I have been told by Liberty Dental employees that the update will take 48/72 hours. It has been 3 months! Worst dental insurance company to ever exist in Florida. I feel bad for any member that has to deal with a company who gets paid to **** claims and refuse to properly update eligibility for new members. I will not ever recommend this company to anyone in the state of Florida and will be contacting the ********************** regarding the matter. This cant be legal.

  Business Response

  Date: 02/03/2023

  January 20, 2023
  Re:      Complaint ID #******** and ******************************;                                                                                  
  To whom it may concern:
  LIBERTY Dental Plan (LIBERTY) is in receipt of the request from your office for protected health information associated with the person referenced above.  ******************** Portability and Accountability Act (HIPAA)  and accompanying regulations, 45 CFR ******* et seq., prohibits LIBERTY from disclosing any information, including confirmation of any participation or eligibility in our Plan. While regulatory exceptions do exist including but not limited to; a valid court order, warrant,subpoena, or a valid authorization signed by the person whose protected health information you seek, none of the qualifying exception circumstances have been evidenced with your request; therefore LIBERTY cannot provide you with a formal response at this time.
  
  LIBERTY is dedicated to providing our members with affordable and quality dental care and offer a comprehensive grievance and appeals process that is accessible to all of our members by contacting ** at any of the following:
  
  LIBERTY Dental Plan
  Quality *********************
  Attn: Grievances and Appeals
  P.O. *********************************** **********
  Phone: ************ / Fax: ************
  Online: www.libertydentalplan.com.
  
  If you have any questions, you may contact me directly at **************.
  
  Sincerely,
  
  
  LIBERTY Dental Plan
  Quality *********************

• Initial Complaint

  Date:12/16/2022

  Type:Sales and Advertising 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.

  On the evening of December 13th I bit into something hard in my pizza and I heard a crack followed by instant pain and extreme sensitivity. I made an emergency appointment and received no medical attention from the dentist ********* at west coast dental. She literally banged on my damaged tooth 13 times with a metal utensil all the while yelling at me. She was supposed to put in a referral so I can get a root canal but didnt even know what a cavity looked like in X-rays. Once I pointed out a cavity she said she wasnt going to fix that. Its been 4 days Im in extreme pain and discomfort and cannot eat due to the pain. This office STILL has NOT entered the referral into the system which had they done so at my visit which I had to wait over an hour and a half in the waiting room that had only 2 other patients.

  Business Response

  Date: 12/20/2022

  please see the attached

   

  thank you

• Initial Complaint

  Date:11/29/2022

  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.

  Every single month for the past year they have failed to take my monthly payments through their auto pay system that they offer. Every single month I talk to someone and I reinstate this auto pay policy. I have talked to billing reps and managers to resolve this issue every month this year. I have found out I have been dropped due to non payment and they claim there is no record on their end I have ever made an attempt to enroll and I have lost all benefits. Either reinstate my benefits or refund what I have paid into the program when I was forced to submit the payment myself through their online portal instead of them actually charging me.

  Business Response

  Date: 12/17/2022

  To whom it may concern:

  LIBERTY Dental Plan (LIBERTY) is in receipt of the request from your office for protected health information associated with the person referenced above. The **************** Portability and Accountability Act (HIPAA) and accompanying regulations, 45 CFR ******* et seq., prohibits LIBERTY from disclosing any information, including confirmation of any participation or eligibility in our Plan. While regulatory exceptions do exist including but not limited to; a valid court order, warrant, subpoena, or a valid authorization signed by the person whose protected health information you seek, none of the qualifying exception circumstances have been evidenced with your request; therefore LIBERTY cannot provide you with a formal response at this time.
  LIBERTY is dedicated to providing our members with affordable and quality dental care and offer a comprehensive grievance and appeals process that is accessible to all of our members by contacting ** at any of the following:
  LIBERTY Dental Plan
  Quality Management Department
  Attn: Grievances and Appeals
  P.O. *********************************** **********
  Phone: ************ / Fax: ************
  Online: www.libertydentalplan.com.
  If you have any questions, you may contact me directly at **************.
  Sincerely,
  LIBERTY Dental Plan
  Quality Management Department

   

• Initial Complaint

  Date:09/20/2022

  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.

  Date of service 03/08-22 Lane dental **** ** Claim number 00373-10376 Total charges paid to Lane $582.Amount allowed by Liberty dental $417.Liberty insurance keeps denying this claim. The code was incorrect that was remedied by ****. Then they said a box called surface was not filled out. **** filled that out and resubmitted. The last call besides today was August 31st I was told a check would go out between 7 to 10 business days by Liberty. Never got the check I called today and found out that after speaking to a supervisor this is now being resubmitted and they will supposedly only cover half of this procedure which was a biopsy. The biopsy was on my left inner cheek area and my right inner cheek mucosal area. I don't hold out any hope that I will ever see any reimbursement as I feel they are just giving me the runaround.

  Business Response

  Date: 09/22/2022

  Hello BBB

  we will be contacting the member to address appeal directly with the plan. see review letter attached 

  Grievance and Appeals 

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 filed a grievance with liberty and have yet to hear from them. My daughter has asthma and inhalers have caused extensive damage to her top 4 teeth. She is 4 and her front teeth are now brittle and breaking at the gum line. I have been referred to 3 different dentist office for sedation for her. All of which clean her teeth and refer me to yet another doctor for "sedation" . The issue is the waiting list for sedation in my county is 2 years long. This would normally be considered a dental emergency as she is experiencing sensitivity and pain. I was told by front desk staff that there is no way to expedite her appointment because "All of the kids on the waiting list have rotten teeth and I would be better off going to ******* to have the procedure done." Way to make the patient feel insignificant like they don't have a real issue because everyone else does as well. No office in ************ has less than a years wait for pediatric sedation procedures. It is disgusting that liberty offers services that you cannot find, you get the run around, and the most they can do is send you a ********************************************************************** Florida just for them to say THEY DON'T EVEN TAKE LIBERTY!? Why have providers on a list that don't even remotely deal with this insurance? Above all it's frustrating and they are preventing and prolonging her from having dental care. If she had a name brand dental insurance she would've gotten treated that day. People with ******** suffer and are treated like their health issues are insignificant. Liberty has yet to respond to my grievance. Her next appointment for yet another evaluation is not until December. By then all of her teeth will have broken off into her gums. ABSOLUTELY UNACCEPTABLE.

  Business Response

  Date: 09/22/2022

  Hello Team, we have made two attempts to contact  ********************* at ************ and email provided. However, no success. The complaint is regarding her daughter; however, the complaint does not state her daughter name and we are unable to locate the member's account to better assist. Nonetheless, once she does contact us we will be addressing her concerns directly.

  To whom it may concern:
  
  LIBERTY Dental Plan (LIBERTY) is in receipt of the request from your office for protected health information associated with the person referenced above.  ******************** Portability and Accountability Act (HIPAA)  and accompanying regulations, 45 CFR ******* et seq., prohibits LIBERTY from disclosing any information, including confirmation of any participation or eligibility in our Plan. While regulatory exceptions do exist including but not limited to; a valid court order, warrant,subpoena, or a valid authorization signed by the person whose protected health information you seek, none of the qualifying exception circumstances have been evidenced with your request; therefore LIBERTY cannot provide you with a formal response at this time.
  
  LIBERTY is dedicated to providing our members with affordable and quality dental care and offer a comprehensive grievance and appeals process that is accessible to all of our members by contacting us at any of the following:
  
  LIBERTY Dental Plan
  Quality Management Department
  Attn: Grievances and Appeals
  P.O. *********************************** **********
  Phone: ************ / Fax: ************
  Online: www.libertydentalplan.com.
  
  If you have any questions, you may contact me directly at **************.

  Customer Answer

  Date: 09/23/2022

   
  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,
  
  ***********************