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:09/13/2023

  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.

  I have had this insurance for almost a year now. Every single claim that has been made has been denied or they pay their portion when they actually dont because I have to pay it at my dentist office. Since then I have gotten ANOTHER insurance on top of this one just to see what is actually covered and the 2nd insurance has had to pay every single time because this, my primary dental insurance, refuses to pay a dime even though the services are within network AND within waiting periods. It shows on their side that theyve paid but I get bills from my dentist showing they DO NOT PAY.

  Business Response

  Date: 09/23/2023

  Thank you for reaching out to Renaissance Life & ************************ of *******. We strive to provide excellent customer service to our clients and to be best in class. After a thorough review of the claims at issue, we are confident that we have paid the claims accurately in accordance with the consumers plan. However, we regret to hear that the consumer is not satisfied with the coverage. Please note that we paid the claims for the consumer for diagnostic and preventive services. We denied the claims that are major services which have a 12-month waiting period. Prior to obtaining a particular service in the future, we suggest that the consumer request that her provider submit a pretreatment estimate to determine whether or not a particular service is covered and whether or not the service is subject to a waiting period or other limitation.

• Initial Complaint

  Date:04/19/2023

  Type:Customer Service 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 had dentures installed 9/27/2022. Renaissance Dental has denied the claim for various reasons. The latest reason is that "fixed and removable prosthetic procedures are benefits once per seven year period. I have never had dentures before. I spoke with Renaissance on 3/29 and pointed this out. They agreed and resubmitted my claim with "an expedite" and told me to check back the next week. I called on 4/5 and they agreed again and told me it was "escalated" and should be resolved by the 14th. I called back on the 18th and was told that it was being escalated with a supervisor and I would receive a call before 8 that night to let me know the status. I received no call. I called back on the 19th and was put on hold for a supervisor who never came on the line. I called back again and was told that it wasn't escalated properly the first two times but it was this time and it should be paid "within a month! I am sick and tired of getting lip service and the run around. This claim is now almost seven months old! It should not take a month to fix an obviously incorrect claim rejection.

  Business Response

  Date: 04/28/2023

  Thank you for reaching out to Renaissance Life & ************************ of *******. We strive to provide excellent customer service to our clients and to be best in class.  We have reviewed the consumers concerns and believe this matter has been resolved to the consumers satisfaction.

• Initial Complaint

  Date:02/06/2023

  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.

  I signed up for a dental plan through healthcare.gov (the health insurance marketplace). Renaissance never sent me a bill or any other communication. Today (Feb 6) I received an email saying ********* had been terminated due to nonpayment. I am now without coverage, and the open enrollment period for this year has ended.

  Business Response

  Date: 03/15/2023

  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.  We contacted the consumer in order resolve this matter and are awaiting his response. A note has been placed on the consumers account regarding same.

• Initial Complaint

  Date:01/20/2023

  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 was enrolled in dental coverage for the past year. It came out every month on the 5th of the month. I tried to call on January 4, 2023 to postpone the withdrawal. I emailed customer service To cancel the night before but it was still withdrawn. I called on 1/5 and talked to them to not to cancel my coverage since the payment was already withdrawn. Today, one week later I get an email saying I was cancelled! They said they can't reinstate my coverage and I can't have it for a year! I have been paying $39.11 every month for over a year for nothing since I haven't used it all year. It is the worst coverage and the customer service is horrid! No one communicates there or knows what they are talking about! I had one procedure for a crown a year ago that cost me $1000 and I had to pay $500 up front and the rest 2 weeks later in full! Of course they have no record that I spoke to someone on 1/6 not to cancel since the payment had already come out. The whole reason I paid for a full year is so that the work I have this year would be covered at a higher percentage rate. Now they are saying they can't reinstate me so I paid for a full year for nothing! They have the worst customer service I have ever dealt with and I used to work in Benefits!

  Business Response

  Date: 02/08/2023

  Thank you for reaching out to Renaissance Life & ************************ of *******. We strive to provide excellent customer service to our clients and to be best in class.  We sent an email to the consumer to try to resolve this matter. We also provided the customer a direct contact for the manager of claims and quality control in the same email.  The customer has not yet responded to our email in any way thus far. A note has been placed on the consumers account regarding the same in the event the consumer calls us.

• Initial Complaint

  Date:08/07/2022

  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.

  For 2020 I signed up with Renaissance Dental through the ********** care act & a service called Stride. For ************************************************************************* going didn't accept Renaissance. Renaissance auto enrolled me for 2021 even though & their rates went up & I didn't approve it. I noticed they kept charging me in May. After I canceled over the phone I asked to speak with a supervisor to recoup my fees for the beginning of the year since I never used the service. They assured me the service had been canceled but I have been charged 3 more times. I tried calling the supervisor 2 times but she doesn't pick up the phone & the only time she time she tried returning my call was once at rush hour around. 5:30.

  Business Response

  Date: 08/26/2022

  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.  A representative has contacted the consumer and we believe this matter has been resolved to the consumers satisfaction.
  

• Initial Complaint

  Date:06/27/2022

  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.

  Renaissance Dental Ins Case# ******** Total Paid: $468.00 They did not notify me of cancellation. My dentist contacted them 3 times (dental work approved) and I contacted them for a new insurance card.Letter to Renaissance:June 26, 2022 Attn: *******, Renaissance SupervisorCase# ******** *******,After you dropped the call, **** with the Marketplace said that she could not enroll me as I have medical coverage from my employer.She further explained that I was canceled a year ago and when I asked why I have been paying monthly for the past month, she explained that Renaissance Dental has been collecting the funds for the past year.In that case, please refund the $39.00 monthly payment 12 months = $468.00.Sincerely,************************* 1st call, ****am, June 26, 2022 Gio, ******* Marketplace ************ Gio cannot find me in their records. 2nd call, June 26, 2022, ******, Marketplace Shows me as a client - Feb 1, 2016 - Mar 31, 2021 Marketplace switched it ************************* Ren-************ (File)3rd call, June 26, 2022, *******, Renaissance Supervisor Case# ******** Call transferred two Marketplace TWICE. The first rep (male) said he could help, started a new enrollment and dropped the call. The next rep that ******* got on the phone, ****, said that she could not help (and the only info that ******* had given her was that I was upset??) 4th call, June 26, 2022 ********, Renaissance Supervisor said that I do not qualify... refused to give me ***** full name, ph number, etc. *** X-____No phone number, no email?***, *************************** ************************************************ The last call lasted until around 3pm.

  Business Response

  Date: 07/08/2022

  Thank you for reaching out to Renaissance Life & ************************ of ************** We strive to provide excellent customer service to our clients and to be best in class. We have reviewed our records and all premiums were processed correctly and the consumers claims were processed in accordance with the plan.  We will contact the consumer to discuss any further concerns. 

• Initial Complaint

  Date:06/06/2022

  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 signed up for Dental coverage months ago online. I never received any documents or paperwork with any plan information and thus was never even able to use the dental insurance. They charged me every month but signing up for the online portal never worked and for months I was not able to reach anyone via the telephone number or via email. To summarize, I never received any documents or ID cards following my sign up, was not able to register for the online portal, and have not been able to reach any customer service representative to inquire about my account via the telephone OR via email, even though they claim "emailed inquires will be responded to within 1-2 business days."I spent $9.12 a month for 11 months for a total of $100.32 for absolutely nothing. While that's not a large sum of money in the big scheme of things, it is still not fair or right that I paid for a service I had no access to, was not able to use, and was unable to contact the company about.

  Business Response

  Date: 06/17/2022

  Thank you for reaching out to Renaissance Life & ************************ of *******.  We strive to provide excellent customer service to our clients and to be best in class. Refund will be issued to ********************** as requested.If ********************** has any questions, please feel free to contact us at **************.