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Business Profile

Dental Insurance

DentaQuest Group, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dental Insurance.

Complaints

This profile includes complaints for DentaQuest Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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DentaQuest Group, Inc. has 5 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The lists of providers on the site are outdated - none of them work with this insurance. I searched through the DentaQuest catalog and called in person, but each provider said that they do not accept this insurance, although they are listed as a network. Since August 2024, I have been constantly contacting the DentaQuest hotline for help finding a dentist. Each time they promise that they have processed the application and are looking for you personally. But the next time I call, the application has not been processed or does not exist and is being processed again. In January 2025, the only provider I found accepted me, did an examination and an x-ray and that's it. After that, he said that their insurance does not cover other services - this is some kind of mockery of me as a client. Only on April 17, they told me over the phone that they will not look for a dentist for me because my plan provides for reimbursement of dental costs from out-of-network providers. And they also found one provider who accepts my insurance, but he is unreasonably far from my location - 48 miles. This makes it difficult, if not impossible, for me to get the dental care I need. Not providing adequate options. I rely on DentaQuest services to access dental care, but I can't actually use my benefits. I spend a lot of time each week calling and getting absolutely no results other than excuses and promises. Where a filling could have been the answer before, a crown or an implant is now needed. This is all a result of services being advertised but not provided. I have suffered both mental and physical damage to my Teeth. As of today, the issue of service provision has not been resolved.

      Business Response

      Date: 04/18/2025

      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

      Date:04/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dental quest has denied crowns for my daughters front teeth, she is 16 years old, she has had all of her permanent teeth since she about 10 years old. Dental request has determined that she does qualify for a crown, but the glass crown, recommended by two dentists, is only covered when you have all your adult and your gums are in the right position Per Dental quest her teeth and gums are not fully grown into her mouth, and her gums are still growing. My daughter is done growing, Her teeth are done growing, Her gums are done growing. So DentaQuest denied all glass crowns for her front teeth, but they will approve a preformed crown this Means dental quest wont pay for the all glass crowns due to her age, but they do think she needs the crowns! Preformed crowns are not recommended by the dentist as They are bad for teeth, I work in the dental industry, preform crowns will cause more expensive issues down the road for Dentaquest. This was the denial for our first appeal, the quest is being cheap and will not do what is right, this is preventing her from getting a job of these teeth are in the front of your mouth, this is crushing self-esteem, and dental quest needs to do their job and quit denying everything and approve the right type of crown for every situation. Also, when I called Dental quest to ask about this. Four times Nobody can explain it to me because they say it doesnt even make sense. I will not stop until Dental approves these crowns for her teeth.

      Business Response

      Date: 04/17/2025

      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

      Date:04/16/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had dentaquest through the marketplace for the year 2024. I experienced the same issues as others with coverage - I could not find a covered dentist in my area. Therefore, I went with a different option and did not continue coverage through dentaquest for 2025. They've been charging me premiums for the last 5 months for 2025 coverage. I have contacted them twice with no response, and when I attempt to change my billing info on the website, it tells me I don't have service through them and can't change my billing info. I've even gotten a new credit card number since December, and it is still charging me. I had to go through my credit card company to dispute the transactions. Don't sign up for this company through the marketplace, it's really not worth the lack of coverage and the trouble.

      Business Response

      Date: 04/16/2025

      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

      Date:04/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We are currently under the insurance coverage of Cigna ****** a PPO plan which includes complimentary pediatric dental checkup through DentaQuest, ***** ***** provides us with a list of in network dental providers from DentaQuest system, we called everyone of them, all of them denied that they work with DentaQuest. I wonder how coincident that more than 10 providers provided by DentaQuest are falsely listed as their in network partners? I called DentaQuest expressing my concern, they first disconnect the call, and when calling in again, they said that they will call back but never did so. If DentaQuest or Cigna ***** listed this benefit but in reality they benver intended to make it work, its unethical practice of business

      Business Response

      Date: 04/10/2025

      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

      Date:04/03/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for the service and found there were no providers in my area I could use. I contacted them via email so that I could cancel. They did not respond. I then called them several times to cancel and they said they would but my card keeps getting charged.

      Business Response

      Date: 04/03/2025

      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

      Date:03/08/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Got it! Heres a revised version of your BBB complaint incorporating those details:?Complaint Against DentaQuest Complaint Summary:I am filing a complaint against DentaQuest regarding their inaccurate provider directory, lack of accessible in-network providers, and failure to respond to my inquiries.Details of the Complaint:1.Inaccurate Provider Listings I searched for in-network providers through DentaQuests directory and personally called several listed offices. However, every provider I contacted stated they do not accept my insurance despite being listed as in-network.2.Lack of Accessible Care The only provider I found that does accept my insurance is located in *****, which is unreasonably far from my location. This makes it difficult, if not impossible, for me to receive necessary dental care.3.Failure to Provide Adequate Options I rely on DentaQuests services to access dental care, but their failure to maintain an accurate network means I am effectively unable to use my benefits.4.Lack of Response from DentaQuest I have reached out to DentaQuest multiple times via phone and email to address this issue, but they have not returned my calls or emails.5.Confusing and Unhelpful Guidance I filed a complaint with ******** about this issue, but they directed me to UnitedHealthcare. However, **************** is a separate entity and not responsible for resolving issues with DentaQuests provider network.Desired Resolution:I request that DentaQuest update their provider directory to accurately reflect which providers are actually accepting my insurance.I also request that they expand their provider network or offer alternative solutions to ensure I can receive care in a reasonable location.I expect a response from DentaQuest regarding this issue, as their lack of communication has made it even more difficult to resolve.

      Business Response

      Date: 03/10/2025

      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 Answer

      Date: 03/21/2025

      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 still haven't seen the updated list of the providers that are in "network" and I would like DentaQuest to reach out to each dental provider to check personally to make sure they in fact do accept ********, child AND adult. Because this is an error on their part, all claims by the dental provider  should be approved.  

      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,

      Briana

       

       

      Business Response

      Date: 03/25/2025

      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

      Date:03/04/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I tried to cancel my Dentaquest coverage last year, but there isn't a way to do so on the PA Marketplace.I called the PA Marketplace, and they said that I needed to call Dentaquest.I called Dentaquest, and they said that I needed to call the Marketplace.I then got an email saying that my coverage would be, and then was, terminated on 12/31/2024 due to lack of payment, which was my desired outcome.However, on 3/4/2025, I get an email saying that I owe for the past 3 months.I've attached the conflicting emails from Dentaquest; I simply want my coverage cancelled and for them to leave me alone.The very kindest of regards to anyone who can help me.

      Business Response

      Date: 03/04/2025

      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 Answer

      Date: 03/04/2025

      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'm rejecting until the complaint has been resolved.  I understand that Dentaquest has the matter under review and will get back to me.

      Regards,

      ********

       

       

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up my family to receive dental insurance via **********. I tried to login and start the process of looking for a dentist and was unsuccessful. ********** states to visit ************** however when you ****** that website ************************** is what appears, that already was confusing. My main issue is when you call the number on the back of the insurance card or the number on their billing letters, no one, and I mean no one ever picks up the phone. I have tried calling first thing in the morning and there is a message that says, no one is able to answer your call. At this point because I cannot figure out how to log in, I cannot get assistance finding a dentist in my area, I would like to cancel my dental insurance with them. But how do you do so if you cannot get a hold of anyone? *********** continues to mail me bills however, I want to ensure these bills will not be sent to collections because I am requesting to have my account closed. Again Ive tried sending them a letter in the mail, and calling and theres no way I can get a hold of anyone and I think its unfair to continue getting bills from a company that will not respond. The 2 months that I did pay I never expect to see that money back- and that was done via automatic payment through the insurance lady who helped set up dental insurance through them. Trust me I tried to call her to get this resolved/ help and she also will not answer my calls. I am completely stuck!

      Business Response

      Date: 03/03/2025

      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

      Date:01/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to file a formal complaint against DentaQuest, which is the dental insurance provider for my ******** plan, regarding an ongoing issue with my dental implant coverage. Despite my understanding that dental implants are covered under my plan, DentaQuest has repeatedly denied my claims for dental implants, citing that they are not considered medically ************ per the Member Benefits outlined on their website, dental implants are covered once per tooth, per lifetime. However, when I have attempted to utilize this benefit, I have been informed that the implants would not be covered unless they meet certain "medical necessity" criteria, which has not been adequately explained to me. I have been told that dental implants will only be approved if a specific set of medical conditions is met, despite the fact that many experts consider implants medically necessary to prevent further health complications, such as bone loss and difficulty eating or speaking.I have attempted to resolve this issue by directly contacting DentaQuest on several occasions, but they have failed to provide a satisfactory explanation or resolve the matter. I feel that their decision to deny my claim is unjust and not in alignment with the benefits outlined in my plan. Additionally, I believe their denial is a barrier to receiving necessary dental care that could potentially prevent further health complications.I respectfully request that the BBB assist in resolving this matter by investigating DentaQuests actions and advocating on my behalf. I am seeking a review of my claim and the policies that led to the denial, as well as a resolution that ensures my rights to coverage under the ******** dental plan are upheld.Thank you for your attention to this matter. Please let me know if you need any additional documentation or information from my side.

      Business Response

      Date: 02/03/2025

      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 Answer

      Date: 02/03/2025

      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.]
      I have not revived the letter yet 
      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,

      Dawood

       

       

    • Initial Complaint

      Date:01/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My son ****** *****- **** keeps being denied for dental work and braces when he has crowding, needs extractions done, crossbite, and an overbite. This has been a 2 year battle trying to get him approved.

      Business Response

      Date: 02/03/2025

      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.

    DentaQuest Group, Inc. is NOT a BBB Accredited Business.

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