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:02/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dental coverage expired with Renaissance on 02/01/24. At that time, I had enrolled and began to utilize another insurance company during my open enrollment time period. Since then, I have continued to be charged $27.24 each month by Renaissance Dental beginning on 02/06/24 for service. I have contacted my bank to dispute the charges and have also been told to contact the merchant to reverse all of the charges. I have contacted Renaissance on multiple occasions, and of course talked to different representatives each time, to resolve the issue. The multiple representatives all say the same thing that they can see that my coverage was terminated on 02/01/24 and that the last payment was deducted on 12/29/23. They each proceed to place me on a brief hold to investigate only to come back and say the same thing. I have proof of recurring charges of $27.24 since 02/06/24 up until 01/06/25.Old coverage through Renaissance Dental expired in 02/2024 New coverage through Guardian Dental began 02/2024

  Business Response

  Date: 03/04/2025

  Thank you for reaching out to Renaissance Life & ***********************************. We strive to provide excellent customer service to our clients and to be best in class.  In response to the customers comments, we apologize for any inconvenience that they experienced. A customer service representative contacted the member and terminated the plan and a refund of 6 months of premiums is being processed. 

• Initial Complaint

  Date:12/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled this bill back in May so my final payment was in May and then was supposed to be cancelled. On December 12/17/2024, I received a final notice stating that I owe the amount to bring the account up to date, but this was cancelled. Even if it wasn't cancelled, it should have been for non payment on 6/22/2024. I talked to *** and they stated I need to pay the past due in order to cancel it which is not true if they pay attention to the last paragraph. I talked to ****** who is the floor supervisor and she stated that there was a clinch in the system and this should have been cancelled but the system don't allow them to cancel the amount or send it to zero. She stated that this should have been caught and that I have nothing to worry about but I feel that I need some form of verification that this true. I don't want this come back later stating I owe a higher amount. I want an adjustment from the system which is their error to reflect a zero balance or letter stating that I don't owe the amount.

  Business Response

  Date: 01/06/2025

  Thank you for reaching out to Renaissance Life & ***********************************. We strive to provide excellent customer service to our clients and to be best in class. Upon receiving the consumers BBB inquiry, we immediately looked into this matter. Per the consumers request, the consumers plan has been terminated retroactively effective June 1, 2024 and there is no balance due on their account. We apologize for any inconvenience experienced by the consumer.  

• Initial Complaint

  Date:08/06/2024

  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.

  My dentist billed an appointment for my daughter in *********************************************************************************************** Renaissance database. They put the whole charge to patient payment. It should just be denied and my balance should be zero. Also I was in network and they billed me off it of network once again. Renaissance is really getting old they can't seem to process claims correctly

  Business Response

  Date: 08/20/2024

  Thank you for reaching out to Renaissance Life & ************************ of America. We strive to provide excellent customer service to our clients and to be best in class. Upon review of this matter, the claims for the members daughter were denied because the member made a call to our customer service on December 29, 2022 and terminated his dependents coverage under this plan effective January 1, 2023.At the time, he informed us that the termination was due to his dependents receiving other benefit coverage. Accordingly, we removed his dependent coverage and reduced his premium effective January 1, 2023. As a result, the claims dated April 15, 2023 for his dependents were denied because the members dependents were not covered under the plan at that time.  To clarify, the consumer added one of his dependents back onto the plan effective October 1, 2023 and added another dependent back onto the plan effective January 1, 2024. The coverage for both dependents is currently active.
  

• Initial Complaint

  Date:07/27/2024

  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.

  Renaissance dental dropped every single provider out of network except one in **. Before my appointment I called the number on the back of my dental insurance card and was told my provider was still in network. I asked my dentist and they told me they were still in the renaissance network. After my cleaning I get a $200 bill as it was processed out of network.

  Business Response

  Date: 07/31/2024

  Thank you for reaching out to Renaissance Life & ************************ of America. We strive to provide excellent customer service to our clients and to be best in class. Upon review of this matter, it was determined that the consumers claim incorrectly processed out-of-network due to some isolated system issues.  The consumers claim has been adjusted and reprocessed as in-network.  We apologize for the inconvenience caused. 

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:07/18/2024

  Type:Product 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 March 24,2024 I had X-rays done the company paid $12 leaving me with a $128 bill. So I canceled my dental policy with them I had just made a payment three days ago and asked for a refund and they said they could not refund the money I will give them awful reviews and I will tell family and friends not to use Renaissance they do not pay as they State they will..

  Business Response

  Date: 08/06/2024

  Thank you for reaching out to Renaissance Life & ************************ of America (Renaissance or We). We strive to provide excellent customer service to our clients and to be best in class.  Upon receiving the consumers inquiry, we immediately looked into the consumers claim and request for a refund.
  
  We have confirmed that the consumers claim was processed in accordance with her plan and the deductibles were applied accurately. We also contacted the consumer to further explain the plan benefits to ensure the consumer understands how the claim was processed.
  
  With regard to the consumers request for a refund of her last premium payment, it was due on 6/29/2024 and ultimately paid on 7/16/2024. The consumer contacted us on July 18, 2024 requesting termination of coverage and a refund. While we regret to hear that the benefit plan the consumer purchased might not match her needs, we do not find any grounds or evidence for supporting a refund in this case. As of today,per the consumers request for cancellation of the plan, the plan was terminated effective August 1, 2024. We apologize for any inconvenience experienced by the consumer. 

• Initial Complaint

  Date:04/23/2024

  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.

  Renaissance is refusing to pay for anesthesia that I had during dental surgery that should have been taken care of (it was listed under my policy and paid for in premiums on time!)....they even told the surgeon and I that they would pay it when we submitted an estimate request!I later got a bill after the surgery from my dentL surgeon saying the insurance company was refusing to pay because they didn't think the anesthesia was "medically necessary"(I had a bad root canal Removed and they had to Crack my jaw to get it out!).....to make matters worse now Renaissance is giving me the run around claiming that I never called them about it before today, but this Is my second time calling and filing a complaint that benefits are not being honored. If this continues I will have my lawyer file a suit against Renaissance for fraud.

  Business Response

  Date: 05/08/2024

  Thank you for reaching out to Renaissance Life & ************************ of America. We strive to provide excellent customer service to our clients and to be best in class. Upon review of this matter, an exception was made and the consumers claim has been reprocessed.

• Initial Complaint

  Date:03/04/2024

  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 chose Renaissance Dental solely on the basis of their advertisement that says they provide 100 coverage for preventative services and that checkups and cleanings are covered at 100%. However, when I tried to schedule a checkup and cleaning, the dentist office advised me that I would have to pay for my X-rays as that was not covered under my plan. Since the dentist providers will not schedule a cleaning exam without performing X-rays, then apparently it is part of a cleaning exam. Therefore Renaissance advertisement that they cover cleanings at 100% is false. Renaissance is clearly misleading the public in their claim to provide 100% coverage for cleanings and checkups. They need to have a disclaimer that says X-rays are not covered. Or not make the claim that preventative services are covered at 100% because it is not.

  Business Response

  Date: 03/25/2024

  Thank you for reaching out to Renaissance Life & ************************ of America (Renaissance). We strive to provide excellent customer service to our clients and to be best in class.  The consumer is correct that her plan covers Diagnostic and ********** Services at 100%. However, radiographs are considered ***** Services and are covered at specific percentages based on the type of radiograph. The Summary of Dental Plan Benefits included in the welcome packet sent to the consumer upon enrollment delineates the consumers coverage.  Please note that a customer service representative has contacted the consumer in order to clarify benefits available for radiographs.   

  Customer Answer

  Date: 03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The company did reach out to me and left me a message.  I called the supervisor back  but I never heard from her again.    Nevertheless, they still did not address what I consider to be false advertising.   They claim to cover an exam and cleaning at 100%, which is why I chose this plan.  Then afterwards when you receive your booklet, it says that X-rays are not covered 100%.   Since I have yet to find a dentist to do an exam and cleaning without X-rays, it seems to me that it is part of the exam and therefore their advertising 100% coverage is incorrect.   I am not confused on what my benefits are at this point but I feel I was surely misled when I signed up for their insurance    If it doesnt cover X-rays at 100% it needs to say that and not boast 100% coverage   

  
  Regards,
  
  *********************************

  
  

• Initial Complaint

  Date:02/12/2024

  Type:Product 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'm a subscriber of Renaissance Dental and had dental work done November of 2023. I mailed my dental claims to their PO Box claim department they have listed on the dental card and website 3 different times. I called many times to see if they received it and was told sorry we did not receive it. So the 3rd time I sent it certified mail with signature confirmation to ensure they received it. The **** tracking # **** 8110 0398 4025 5258 82 and was signed by the initials L C on 1/29 12:****. After multiple phone calls and email interactions they have informed me they unfortunately cannot locate my claim that was signed for by their employee. This information was sent by **************** via email from customer service. This claim I sent has all my HIPPA information as well as some of my husbands protected information since he's the subscriber and it is covered with his work. This is very concerning as my private information is not accounted for by their company. This is not good faith practice for any company managing people's HIPPA. I hope you are able to give me some insight and direction as to next step of filing a formal complaint. Thank you.

  Business Response

  Date: 02/29/2024

  Thank you for reaching out to Renaissance Life & ************************ of America (Renaissance). We strive to provide excellent customer service to our clients and to be best in class.  Upon receiving the consumers BBB inquiry, we immediately looked into this matter.  Renaissance takes the protection of its membersinformation very seriously and appreciates the consumer bringing this matter to our attention. As of February 28, 2024, we have fully addressed the referenced claim to the customers satisfaction. 

• Initial Complaint

  Date:01/14/2024

  Type:Order 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.

  Sept 2023 we purchased dental insurance. 11/23 I go to dentist and need new dentures. Request approval, recieve approval, have dentures made.12/23 Insurance denied claim. Stating missing tooth policy.My natural teeth were missing prior to purchasing policy. No where in benefits package is this stated. So we have insurance that we can never use. Can not cancel policy either, unless one of us dies or get divorced. So we have to keep paying $60 something dollars every month for insurance we can never use. We are in our 60's of course we have dentures. So this discrimination against the elderly. And so I am paying off my new dentures and paying the insurance also??? We want our money back and policy canceled. Or honor the benefits package and pay 50% of the cost on my dentures like the benefit booklet says. .

  Business Response

  Date: 01/31/2024

  Thank you for reaching out to Renaissance Life & ************************ of America. We strive to provide excellent customer service to our clients and to be best in class. Upon review of this matter, an exception was made and the consumers claim has been reprocessed.

  Customer Answer

  Date: 01/31/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:01/12/2024

  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.

  My husbands company had a group policy with Renaissance Dental and upon calling their call center with issues, which happens to probably be in ***************, *** had seriously long wait times, been disconnected, and have been told I was never on the policy. I have several times sent claim forms that were lost, or never filed. The only way to submit a claim is through mailing a copy. I am now submitting claims for the third time (same claims) and the only thing I can hope to do is send it registered mail. I then have to call in to make sure they receive them and will probably be told they are lost again. This insurance company, like most dental insurance companies are a total waste of time and money.

  Business Response

  Date: 02/02/2024

  Thank you for reaching out to Renaissance Life & ************************ of America (Renaissance). We strive to provide excellent customer service to our clients and to be best in class.  Upon receiving the consumers BBB inquiry, we immediately looked into it and provided additional information to the consumer.We are currently working with the consumer on addressing her questions and finding a satisfactory solution as quickly as we can. 

  Customer Answer

  Date: 02/17/2024

  After my original complaint via BBB, I received an email from the provider with an email address to now resubmit my claims; this new way of submittal was NEVER an option before my complaint.  I did call the provider's phone again after resubmitting my claims for the third time via registered **** and again, there is no record of the claim ever being received. 

  I am now resubmitting my 2 claims from 2022 via email with documentation and they will possibly tell me that it is too late to be reimbursed for my claims. I originally submitted said claims in November of 2023 which would have been within their one-year limitation on claim submittal.   

  As an aside, I also found out that Renaissance Dental is the new "reconfigured" DELTA DENTAL which I use to have and had incredible difficulty with in getting any claims reimbursed and consequently ended the "insurance" for both my mother, husband and self due to thousands of bad reviews and unethical practices.

  I would like this complaint to remain open until I have heard back from Renaissance regarding my fourth attempt at submitting my claims!

  Customer Answer

  Date: 02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  After my original complaint via BBB, I received an email from the provider with an email address to now resubmit my claims; this new way of submittal was NEVER an option before my complaint.  I did call the provider's phone again after resubmitting my claims for the third time via registered **** and again, there is no record of the claim ever being received. 

  I am now resubmitting my 2 claims from 2022 via email with documentation and they will possibly tell me that it is too late to be reimbursed for my claims. I originally submitted said claims in November of 2023 which would have been within their one-year limitation on claim submittal.   

  As an aside, I also found out that Renaissance Dental is the new "reconfigured" DELTA DENTAL which I use to have and had incredible difficulty with in getting any claims reimbursed and consequently ended the "insurance" for both my mother, husband and self due to thousands of bad reviews and unethical practices.

  I would like this complaint to remain open until I have heard back from Renaissance regarding my fourth attempt at submitting my claims!

  
  
  Regards,
  
  *****************

  
  

  Customer Answer

  Date: 02/22/2024

  As yet, my registered mail to *******, to the address for Renaissance Claims has yet to be acknowledged.  This is my 3rd attempt by US Mail.
  

  My emailed  claim (to the address I was given) sent on 1/25/24, has yet to be answered or acknowledged by the company.   I will now place a complaint with the ******* Attorney General! 

  Business Response

  Date: 03/05/2024

  Thank you for reaching out to Renaissance Life & ************************ of America (Renaissance). We strive to provide excellent customer service to our clients and to be best in class.  Upon receiving the consumers BBB inquiry, we immediately looked into this matter.As of March 4, 2024, the consumers claim has been received and processed in accordance with the consumers insurance coverage with Renaissance.

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  There were two separate claims submitted to Renaissance Dental and only one of these was handled and reimbursed.  I immediately sent via email the unprocessed claim, again with my letter of proof of coverage and have yet to receive any acknowledgment of submittal.  I am waiting for resolution on this second claim. 
  
  Regards,
  
  *****************
  

  Business Response

  Date: 03/27/2024

  Thank you for reaching out to Renaissance Life & ************************ of America (Renaissance). We strive to provide excellent customer service to our clients and to be best in class.  Upon receiving the consumers BBB inquiry, we immediately looked into this matter.  A representative contacted the consumer and left a voice mail message requesting that the consumer confirm that this matter has been resolved to the consumers satisfaction but has not yet received a response.

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. **
  **I receive NO phone call or message from this business, that is false. However my claims were finally paid after I called out the business publicly on Linked-In!!

  
  
  
  

  Regards,

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