Business Profile

Dental Insurance

DentaQuest Group, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

153 total complaints in the last 3 years.
69 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.

Initial Complaint
Date:11/06/2023
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 cancelled an insurance policy for dental service Oct. 25 via email. Called Oct. 27 as there was no response. Again no acknowledging response. Got an email for an auto payment, which I tried to cancel online but found I have been locked out of the account, so I emailed Nov. 4 and called Nov. 6. Finally had to call the credit card company to stop the November payment. Want to warn others of doing business with this company as I could not find a dentist in the area willing to accept it. I started with is insurance October 2021.
Business Response
Date: 11/27/2023
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:10/24/2023
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.
I signed up for ******** Benefits through ************* and was approved. Dentaquest is the provider of insurance benefits. However, I cannot use the benefits because Dentaquest is telling healthcare providers that i don't have benefits. ************* says I have benefits, ******** says I have benefits, but Dentaquest will not acknowledge the benefits. I can't get care and I need it desperately. Dentaquest won't even speak to me because I can't get through their automated system because they think I have no account.
Business Response
Date: 10/27/2023
Hello. I have verified that you are showing active in our system beginning 10/1/2023. The phone number to call for **************** is ************. Hours of Operation are 8am to 5pm MST. You are currently assigned to Ascent Dental Group ************. A member can be seen by any in network CO Medicaid Provider, if they go to a different provider other than their Dental Home, DentaQuest will change the assignment on the back end and the Provider will still receive reimbursement for covered services. If anything further is needed, please call the **************** Department. Thank you.
Initial Complaint
Date:10/04/2023
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 cancelled this insurance two months ago and they still send me invoices. When I call they never answer and when I leave a voicemail they never call back.
Business Response
Date: 10/06/2023
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:09/15/2023
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.
This dental insurance I got through the health care market place. I have paid ***** a month every month since January of 2023. I have not been able to reach anyone from this company. My dentist has been trying to get a hold of someone with this company. They have submitted a bill for services and get zero response. This company is a scam and should be charged with fraud. Sadly my son has the same insurance.
Business Response
Date: 09/22/2023
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: 10/10/2023
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.
My issue with this company has not been resolved.
They received payments for months. Then when a bill was submitted they then canceled my insurance, saying they didn't receive payment from me which is not true and I have proof I paid every month.
This company is a scam and people need to know.
Business Response
Date: 10/11/2023
We are investigating the payment situation. A response will be sent to you within 30 days of your original complaint. Our system shows a due date of the complaint being 10/22. The claims that were submitted by your provider are paid per your plan benefits.
Initial Complaint
Date:08/31/2023
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.
Dear *** or Madam, I have been without teeth ,not even one, since 2020. This has been a medical necessity since 2020 and I have lost 30 pounds,have fainted numerous times and been brought by ambulance many times as a result. Dentaquest keeps denying and after a month or more with an appeal they finally approve again, it seems only to discourage me and never end this process. I was granted this decision by an administrative law judge. Dentaquest is not offering any assistance and are currently trying to make me accept less costly teeth (removeable) ,instead what they themselves admitted was a medical necessity. Enclosed files , please note, D6010 has been done, those are the implants All that's left ies D6114 and D6115 which are implant/abutment supported fixed denture ,top and bottom. Dentaquest sent me a denial,approval letter. Dentaquest is threatening my life by allowing me to live without teeth. Please help! I tried to sent you the files but you don't accept large files ,please give me your fax.
Business Response
Date: 09/11/2023
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:08/10/2023
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.
On July 25, 2023, I received correspondence from ***************************** regarding my claim against ************************* for unusable dentures. The statements in the letter were inaccurately recorded because it did not contain my statements. When filing the complaint, I thoroughly explained that the instrument used to make the mold was too big for my mouth and I told ************** this at that time. She said she would try a smaller one, but it was too big also. She used it because it was all that she had. I came to the office on three occasions to try the dentures out. They were not there. The fourth visit, which was over the course of months, the teeth was there. They did not fit ************** sent them back to the lab and they came back without resolution. ************** attempted to adjust them It didn't work. I could not close my mouth. I could not bite to press them together. It was horrible. Waiting 3 or 5 months to fix the unfixable was out of the question. I got a referral to an Oncologist Orthodontist. He confirmed that the teeth could not be fixed and showed me as well. When I saw ************** and discussed with her directly, she immediately stated, "He messed'em up". That said a lot about how much she cared about her patient. I have unusable dentures. They cannot be fixed. She doesn't have the equipment yo make a proper mold and a partial refund should be rendered to offset my Out-of-Pocket expenses as a result of patronizing her. I will be changing insurance if this is not addressed.
Customer Answer
Date: 08/21/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 08/21/2023
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: 08/22/2023
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 reject the empty response, as it is not acceptable. I will be reaching out to insurance company which is attached to this company, as I will surely change plans and bring to their attention why I have done so. As a Local Guide for ******* I am compelled to bring this to the attention of the community at large. I don't want anything in the mail. If management can't face me and correctly address this matter, I will be taking my business elsewhere, as will many of my followers.

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,
*********

Business Response
Date: 09/11/2023
DentaQuest has reviewed your concerns. I spoke with ***** who stated you never voiced your concerns about your lower denture, now that they have fixed your upper ones. She stated you need to let the office know your concerns so that they can address them or possibly remake you a new lower denture if it needs to be remade.

Our Dental Consultant, *************************, reviewed your narrative, the narrative from speaking with the provider and your treatment notes and has confirmed that there is no quality-of-care issue and that that treatment provided is up to the standard of care. He added you state you had your dentures made and adjusted. The top denture fits well after the adjustment, however the lower denture does not fit. You state you went to a different provider who stated that the lower denture cannot be fixed. The provider's notes indicate that you have refused additional adjustments to correct any issues you may have. The provider is willing to attempt to adjust or remake the lower denture in an attempt to provide a good outcome for you. No Quality of Care can be found at this time. No direct narrative or statement from the second provider stating that this denture was poorly made was submitted, as such, no comment can be made at this time regarding this. It is recommended you contact your providers office to voice your concerns to that they made be addressed. DentaQuest thanks you for bringing this matter to our attention.
Customer Answer
Date: 09/12/2023
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.
The upper dentures are not fixed because they cannot be fixed. The doctor cannot remake the top or bottom because she lacks the proper tool to do so. I called ***** multiple times to advise her that lower and upper are needed and if ************** ******** only has the same tools, the same results will be produced. I also faxed a letter and/or emailed *****, she has never responded. The dentures are defective. I would like to visit ************************* in person if he is in ******* or have any dentist chosen by DentaQuest review them. This is utterly ridiculous.

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
Date:08/09/2023
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.
I purchased dentaquest insurance through the health insurance marketplace starting 1/01/22. I set up autopayments and did not have one issue for the entire first year. Coincidentally , you must have them for at least a year before they will cover any costlier or larger dental procedures. In my files that are attached you can see from payment from jan that they withdrew their payment for coverage for 1/1/23-1/31/23. on the screenshot 2023 image you can see where they terminated my coverage on 1/25/23. Also, if you could notice the date on that message, i did not receive any mail stating my coverage was terminated until june. i have my preferences set up to be contacted through mail. i did not stop my payments or change anything for them to have not taken out my bill, in fact on the feb bill attachment, it shows it will be auto paid. they continued to bill me in the time between they stopped auto pay and the termination letter. when i discovered they were not taking it out of my account i immediately paid the past due and set back up my auto. then a few months later i got my cancellation, and on the same exact day, i received a bill from them! i looked around at some of their reviews, and the very first few i saw said they had done the same to them. They are cancelling after a year in a very deceiving way so they will not have to cover any larger expenses, but yet continuing to bill and collect their money. i have plenty more i would love to show you will the bills and their 'attempt' to reply to me. If i can even pull up any of my info from their webpage. Just today i went through and was saving invoices and documenting their messages and now they have locked me out of my account. I just want my money back, if not for my whole time with them, id settle for what they have stole and cheated me out of for this year
Business Response
Date: 08/21/2023
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: 08/24/2023
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,
********
Initial Complaint
Date:07/29/2023
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.
I have a Dentaquest policy #**********. I had a crown on June 21, 2023 for which I paid $1,295.Crowns are covered under my Dentaquest policy at 50%. However, Dentaquest has decided to pay me only $276.42. According to my contract, Dentaquest is responsible for 50% of the $1,295 which is $647.50. I spoke to ******* from Dentaquest in the billing department on Monday July 24th at 1pm and she notified me that my dental provider was out of network, and that is the reason for the lower payment amount. The amount that Dentaquest wants to pay me is $276.42, and this would indicate a total amount for the crown of $552.84. After further research, I determined that this is what a crown would cost in ****, not in 2023. The normal cost for a crown in 2023 is between $1,000 to $3,000. Therefore, $1,295 is a reasonable price the crown that I received. ******* from Dentaquest also notified me that I would have to send an "appeal" letter to Dentaquest if I want to get the $647.50 which I am due under my contract. I should not have to send an "appeal" letter to get my 50% share of the $1,295. However, I have sent the appeal letter to Dentaquest, certified mail. I have not yet received a response at the time of this complaint being filed. I have attached pertinent documents showing that Dentaquest pays 50% for a crown.
Business Response
Date: 08/01/2023
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 Answer
Date: 08/01/2023
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
Initial Complaint
Date:07/28/2023
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.
-Date of dental visit: 1/20/2023 -Amount: $186.00 -DentaQuest provided me with dental insurance for ******* and February 2023 while I was unemployed.-I had a normal preventative cleaning on 1/20/23 and DentaQuest refused to pay for the cleaning and was no help in getting the issue resolved. My ************** reached out numerous times trying to get DentaQuest to cover the appointment. They refused to help and I had to pay for the cleaning appointment out of my own pocket.-DentaQuest kept blaming it on the dentist (who I've went to for 15+ years and never had a problem). They were absolutely no help no matter how many times I called. I even filed a claim over email and did not even get a response.-My Group # was: ********** My Member ID was: ********** -My normal dentist is ********************************* DMD based out of **********, **
Business Response
Date: 08/01/2023
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 Answer
Date: 08/08/2023
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 a very vague response and this has not taken care of my problem. I provided all the documentation and I expected to get refunded. No one has reached out to me 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,
*****

Business Response
Date: 08/21/2023
A letter was mailed to you on 8/7/2023 stating the following: As stated in your member handbook, your plan requires you receive services from an in-network dentist that is credentialed with your insurance company for them to provide benefit for any services. We have confirmed that *********************** is not a participating dentist with your insurance plan. Since your insurance does not cover services performed by an out-of-network dentist, you are responsible for the payment to the dentist for the services rendered.

If you decide to reinstate your plan and would like assistance finding an in-network dentist for future dental services, please contact DentaQuest customer service or visit the ********************** website at the information provided below. We appreciate the time you took to inform us of your experience.
Customer Answer
Date: 08/23/2023
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.
If they cover out of network dentists, why was I not informed of that any of the times I called for information on what was wrong? My dentist also tried to call several times, and no one seemed to want to help at all. I felt like this whole situation was treated very poorly and unprofessional. At this point, I don't even want any monetary compensation, I just can't believe a dental insurance company would just drag this a long to the point where I had to contact the BBB. I just hope that they don't treat other customers like they did to me.

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
Date:07/13/2023
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 have been trying for months to find a dentist that takes The ********************** DentaQuest plan. I have spoken to the DentaQuest several times over the past few months. There system is not updated and there is no dentist available, even though the claim they have ******* dentists in network. I was told today 07/13/2023 that they found me a dentist, but it was 50 miles one way. That is unacceptable for them to try and have you drive ****************************************************** with a dentist and I was told I don't know what to tell you.Their Statement Reliable Member Access to ******************* Time-tested recruitment strategies and network support from local teams ensures your members have access to the right providers when and where they need care, from routine prevention to restorative treatments.A network of more than ******* access points nationwide wrapped with teledentistry services for 24/7 coverage Digital Performance Reports track provider performance according to claim volume, diagnostic codes, and other categories Simple and intuitive onboarding, claims processing and administrative management makes dentists want to treat more of your members
Customer Answer
Date: 07/24/2023
[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,

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

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