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Complaint Details
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Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Can never get them on the phone . They've been denying my request for a cleaning for 4 months what's the point of paying for health insurance if you can never use it . Why do I have to jump through a thousand approvals for something I pay for it feels like a scam that I am forced to pay for , to receive nothing in return.
Business response
06/25/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Customer response
06/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Nickira
Business response
07/02/2024
DentaQuest's *************** on behalf of the plan, is open Monday through Friday from 8am to 5pm Eastern Standard Time. The call center's availability is rigorously managed to ensure availability. Though there are instances of high volume, the contact center is usually able to answer incoming calls in 30 seconds or fewer. We apologize that you feel you are not getting value out of your dental coverage. Please know that you have access to many benefits. You may contact DentaQuest Member Services at ************ for further clarification. You will also find the correct telephone number on the back of your ID card.
In regard to the denial of a deep cleaning, your teeth must have noticeable bone loss or show on an x-ray that there is a hard substance built up on the root of the tooth. Your x-rays do not show that you have these issues. Your provider has a copy of this criteria in the Office Reference Manual to determine medical necessity for this service. Unfortunately, you do not fall under these criteria. It also appears you had a recent dental cleaning on April 22, 2024. You and/or your provider may file an appeal with DentaQuest over the denial of a deep cleaning. We apologize for the inconvenience this may cause you.
Thank you,
*****************************Customer response
07/04/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Nickira
Initial Complaint
06/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I am attempting to pay an insurance premium for my account, subscriber #**********. I've attempted to do this using the online webportal, but it does not work. I've tried with Firefox, Chrome, and Edge. On Firefox and Chrome I cannot log in and cannot reset my password. On Edge I can request a password but it will not reset - I receive errors stating the account is locked and the account is disabled. I've tried calling the customer contact ph# but the line is never answered a person and I have spent 2+ hours on hold more than once. I just want to pay my premium so my insurance isn't cancelled, and I want to access my account online like most reputable businesses allow clients to do.Business response
06/24/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Customer response
06/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined your feedback is no longer necessary. I was reached by a member of the staff of the Office of the President who solved my issue for me.
Regards,
*************************Initial Complaint
06/14/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I work in a dental office. Dentaquest is not even paying enough for treatment to really cover the supplies we have to use anymore. We have lost money on some treatments because of this fact. All we are asking is that Dentaquest look into the cost of supplies and the lab fees we have to pay for certain treatments, such as crowns and bridges, dentures and partial dentures. Dentists are going in the hole providing these services and will eventually stop accepting dentaquest ( ****************** patients, leaving a lot of children in our area without dental care.Business response
06/24/2024
We are in need of additional information to be able to respond. We will need the Office name, NPI, Address and if there is a member to reference and ID.
Thank you
Initial Complaint
06/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have had dental insurance with this company since January. Their site suddenly stopped allowing me to log in, so I attempted to pay over the phone MULTIPLE times, no one EVER answers. I received a late payment notice with a phone number to call, so I called it. No one answered. After months of no one answering my calls to pay, they wrongfully terminated my insurance.Business response
06/28/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I cancelled autopay and was charged anyways on 05-16-24 for **** 2024 dental coverage. Payment for **** coverage is not due until 06-06-24, so I was not required to pay on 05-16-24. I cancelled my policy before the end of May 2024, as I was changing dental plans for my husband and I. My coverage officially ended on 05-31-24. I have requested a refund 3 times now, twice before the end of May, with no response to any of them. The **** invoice clearly shows it was cancelled on my account, but they had already charged the amount, so it should have been refunded, since my coverage ended on 05-31-24. I don't have proof of my 1st request, as their messaging system won't allow me to see my 1st request, unless a representative responds to it. I did find on the 2nd request on 05/30/24, that copying myself would ensure I had proof of the request sent to my own email. I contacted them one last time on 06-07-24 informing them that I would be filing a complaint with the BBB if I did not receive my refund in a few days and they have still not responded or refunded the premium. I want a full refund of the $24.78Business response
06/13/2024
Hi,
DentaQuest have verified the payments and eligibility of *******************************.***** used to have the dental plan under GA DentaQuest PPO Family High. This plan have an effective date of 01/01/2024 and a termination date of 05/31/2024.
The member was in Auto Pay since January, 2024. AutoPay discounted $24.78 on the 15th of each month and posted toward the premium of the policy.
The last deduction was on 05/15/2024 for the amount of $24.78. This payment is a credit on the account.
A refund check for $24.78 has been requested. You should receive the refund check before 07/14/2024 at the address on file
Please advise if there is anything else we can assist on this case. - AB
Customer response
06/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
06/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had dental coverage with this insurance for a while now. I received an invoice from April 2024 stating i owe $0.00. I have a dental appointment for 5/28/24 and the office of the dental caled that confirmed my childrens dental insurance was canceled for non payment. I would have to pay out of pocket for the visits. Ive been calling them daily all day since 5/28/24 with answer staying on hold for hours on end. *** had to pay for my sons dental care visits out of pocket.Business response
06/04/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you on or before 30 days from the filing of the complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Customer response
06/04/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Crystal
Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
InOctober 2023 I had a root canal at ******************* office. I had been experiencing pains after a month and called several times to ask the dr to look at the **rays from post op. He said the root canal was successful and that it was just taking time to heal and sent me antibiotics. During my initial visit and the day of the surgery I smelled someone smoking pot in the office. It wasn't a patient because what are the odds the same patient would have been the both visits. *************** did not even do the root canal, it was a young lady. I filed a grievance against him twice with Dentacare. I also sent the attached letter from my primary care dentist along with the **rays she too pointing out the problems caused by ***************.Dentaquest could not find another provider for me and I also filed a complaint with Tenncare.******** told me on several occasion I would hear from the access to car **** of Dentaquest and I have never seen a missed call or had any call from them. I have repeatedly called Dentaquest and Tenncare and have been passed back and for the since around November of last year. I am in extreme pain and I am a diabetic and this is a dangerous situation for **** have requested for a retreat since ******************* office botched the first root canal. I refuse to go back to *************** because his office is in a dangerous part os town, the smell of someone smoking pot in his practice, the fact he didnt actually do the work and also because the work that was done was insufficient and also because a crown was not replaced on my tooth.I am in intense pain and have exhausted all of my resources seeking help with Dentaquest.Tenncare advise me to file a complaint with the BBBBusiness response
05/22/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Customer response
06/06/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I was never contacted in any way from Dentaquest.
I could not reply that the complaint was resolved because they still have not responded.
This case id ongoing as they have not responded.
*******************Business response
06/07/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Customer response
06/10/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
this is just more lip service from Dentaquest. I have been trying to get this resolved since November 2024. I am an extreme pain and have been for months now. I am at the point where I require emergency treatment. I have let dentaquest know this, and they still have not contacted me. all this is is a form letter
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***** ***
Initial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Every time I try and go online to pay my bill an error comes up. When I try to call I don't get anyone and am on hold forever. They have the worst website and it makes me feel as if it's a scam.Business response
05/15/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Initial Complaint
05/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased a dental insurance plan with DentaQuest through the Health Insurance Marketplace. They were listed there as an insurer who was accepted by my dentist. My dentist does not accept DentaQuest, nor does any other provider within 100 miles of my home. I feel that it is unfair of them to even offer insurance to people living in my zip code because of this lack of coverage.The only way to cancel this policy, according to DentaQuest, is to call the Health Insurance Marketplace and cancel there, which I did. DentaQuest charged me the next month's premium anyway. I have been trying to get this premium refunded, but DentaQuest tells me that they have not received a cancellation notice. The Health Insurance Marketplace assures me that they have already cancelled my policy and notified DentaQuest.The cancellation went through on April 17th, 2024. On May 1st, 2024, I was charged by DentaQuest. I have not been able to get this refunded, and they are now referring me to a phone number for their **************** *********** which no one answers, and where messages left for them have not been returned.I believe I should be refunded the premiums that I paid for all of 2024, since DentaQuest was never going to have to pay out a ***** on my policy since they don't offer coverage anywhere within 100 miles of me. However, at the very minimum, I am certain that I should be refunded for the premium that was charged after I had already cancelled my coverage. I believe DentaQuest is intentionally making it difficult or impossible to get this processed, and I feel that filing this complaint is my last available option.Business response
05/13/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Customer response
05/16/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQSince the response that I received from DentaQuest was, in essence, "We will respond to your complaint within 30 days," and I have no way of knowing at this time what the substance of that will be, I have no choice but to reject it. This is not a response, but merely a promise to respond later. I look forward to hearing from DentaQuest's actual response when it arrives.
Regards,
******
Business response
05/20/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the
appropriate team and a response will be sent directly to you via mail on or
before 30 days from filing of complaint. As the administrator of dental
benefits, we are committed to the privacy and security of patient health
information.Customer response
05/25/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Once again, since the response that I received from DentaQuest was, in essence, "We will respond to your complaint within 30 days," and I have no way of knowing at this time what the substance of that will be, I have no choice but to reject it. This is not a response, but merely a promise to respond later. As I said the last time I received a message like this, I look forward to hearing from DentaQuest's actual response when it arrives.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
05/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Apparently this company handles the dental portion of healthcare coverage for the Fidelis insurance company. When I search for a provider using their website and put in the filters to locate a provider who is ACCEPTING NEW PATIENTS, I get a list of promising leads only to contact them and for them to say they are NOT accepting new FIDELIS patients. They need to ensure that the information is accurate. Dr. ******************** Phone number ************* is not accepting new Fidelis patients *********************************** Phone number ************ is not accepting new Fidelis patients, and they said they sent notification over a year ago. This list could go on, but I'm wondering where are the employees who contact the advertised providers to verify accuracy? This company needs to do a better job at the assignment they have.Business response
05/09/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Business response
05/19/2024
DentaQuest reached out to the complainant to better understand and address their concerns. However, the complainant declined to provide their member ID, stating they just wanted the issue fixed rather than it being about them personally.
DentaQuest explained that a member ID is needed to fully investigate a concern and review the relevant details on our website. Multiple requests were made for the complainant to call back with this information, but no return call was received.
The complainant reported being given *********************************** as an in-network option, but the office said he had left the network over a year ago. However, our records show ****************** is currently participating and accepting the complainant's insurance. Dr. ********************* also mentioned, is similarly in our network.
While provider locations are responsible for communicating changes to us, we strive to keep our website updated. Members are encouraged to contact us directly for current provider lists and next available appointments.
The complainant scheduled an appointment with a dentist from our Member Services referral but declined to provide that other examples when asked. Their main request was to update the provider information on our website. Our team is actively working to ensure information listed is current and accurate. We have thousands of providers within the network, occasionally there may be a discrepancy.Customer response
05/20/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Personal information does not need to be disclosed to provide a remedy for this complaint. The providers list that has *********************************** and Dr. ******************** as an in-network option, is not accurate. Had they contacted the doctors office, that could have been fixed but clearly they have not. Instead, theyd rather probe for my member ID and use the lackthereof as an excuse to have poor business practices.
Finish the job by cleaning your provider lists in regular intervals.
Regards,*******
Business response
05/30/2024
Thank
you for reaching out. Please know that your complaint is being reviewed by the
appropriate team and a response will be sent directly to you via mail on or
before 30 days from filing of complaint. As the administrator of dental
benefits, we are committed to the privacy and security of patient health
information.
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