Complaints

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

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• 

  DentaQuest Group, Inc.

  465 Medford St Boston, MA 02129-1426

• 

  The Dental Care Plus Group

  100 Crowne Point Pl Cincinnati, OH 45241

• 

  DentaQuest, LLC

  11100 W Liberty Dr Milwaukee, WI 53224-3626

• 

  Dentaquest Of Florida, Inc.

  8300 NW 53rd St STE 200 Doral, FL 33166

• 

  The Dental Care Plus Group

  PO Box 714288 Cincinnati, OH 45271

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:04/15/2024

  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.

  DentaQuest has not paid any of the dental claims my husband and I have had for the past 18 months. Most are for routine semi-annual cleanings which are covered under our contract.I have contacted their customer service multiple times. Our dental provider has contacted the claims department many, many times with empty promises that checks will be sent. One claim check was supposedly sent to an incorrect address, but not re-issued. Since no checks have been received, we are now responsible for payment.Since this is our insurance for the remainder of the year, my purpose in filing this complaint is that DentaQuest be made to pay on all existing claims dating back to 10/31/22 for my husband *************************** and for dating back to 11/15/22 for me; and moving forward to pay on claims in a much more timely manner.

  Business Response

  Date: 04/16/2024

  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 Answer

  Date: 04/16/2024

  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.
  
  I do not consider this case to be closed until the claims in question have been paid. Therefore, I am unable to accept the response as having resolved the complaint. 
  
  Regards,

  ********

   

   

  Business Response

  Date: 04/22/2024

  Good Morning, 

   

  DentaQuest is correctly working on this concern directly with the ** Clover Plan who is communicating with the member. DentaQuest has asked the ** Clover plan to get additional details regarding the unpaid claims, provider in reference and dates. According to the member's claims history, claims have been received and approved. DentaQuest is corresponding directly with the ** Clover Plan to provide a resolution. 

  Best Regards,
  
  Njelle Aiken
  Complaints and Grievance Specialist II
  T:************************
  F:************
  *************************************************************************************
  **************************************************

• Initial Complaint

  Date:03/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Both a dentists AND AN ORAL SURGEON have recommended for my daughter to have her wisdom teeth removed be abuse she doesn't have room for them and they are causing pain. Dentaquest has denied the claim claiming its not "medically necessary". I appealed the decision and didn't hear anything from anyone after more than 30 days so had to call in for an update to find that they are standing with their decision. My daughters mouth is bleeding because her teeth are growing in WHERE THEY DONT HAVE ROOM and everything is shifting! I was told that a ************ would be scheduled and I have not heard from anyone in any form about this. My last call to them was March 15th. It shouldn't be this hard to use the insurance NEEDED for my daughter.

  Business Response

  Date: 04/02/2024

  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

  Date:03/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has been going on for several months. There is not a dentist around that accepts this insurance. They finally found one out of network willing to work with them. I went to the appointment and was sent to an oral surgeon, had all my teeth extracted and now they don't like the price the dentist wants to charge for the dentures. They knew the price for the start, now I have no teeth and they can't find any dentist to work with to finish the job.

  Business Response

  Date: 03/29/2024

  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 Answer

  Date: 03/29/2024

  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,

  *********

   

   

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay my bill with dentaquest through doxo. About a month ago I received a letter saying my payment had been mailed to the wrong place. I went on doxo and can see every payment sent to dentaquest and that the payments were received and the address was in fact the correct mailing address they provided to me directly. They apologized and said disregard. Now here we are and Im receiving all These bills saying I never paid. I can see on doxo that I have paid because its automatic withdrawals and that the only payment not paid is for my April payment which is not even due yet. I sent them screen shots showing my payments were made and credit and they completely disregarded it and said oh well you still owe us almost 19. I again stated at most I would owe is 10 and that included an April payment that is not even due until the 6 th and they will not budge still demanding me repay payments that they have already received to which I have proof of making and will attach here. I have also requested they cancel my policy is there are no doctors anywhere near me that even accept this insurance and tbh the customer service and frustration of this constant payment issue is. Not worth my time. They refuse to do that as well and just continue to email me saying owe well pay the 18. Which I will not pay because I do not owe it.

  Customer Answer

  Date: 04/06/2024

  I have not heard from the business in response to my complaint. The only messages I have received were prior to this complaint. I sent email proof that I had paid and do not owe the amount stated and was told pay it anyway. To which I said no and cancel my policy. No reply ! 

  Business Response

  Date: 04/19/2024

  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 Answer

  Date: 04/22/2024

  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 provided proof that I do not owe the amount stated. My account was being paid through an automated system and I provided multiple emails and screenshots from that company showing payments going to the correct address and the correct amount. The business response to me was oh well pay it anyway and have continued to send bills for an amount I do not owe. I no longer wish to continue business with this company. They do not practice good business. 

  [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,

  *****

   

   

  Business Response

  Date: 05/12/2024

  Hello, my name is AA from ****. This is for the complaints, ********, they dental insurance of this member has been terminated as of 229 2024. Apparently, the member has been speaking with a marketplace in order to terminate her insurance as of 229 2024 the payment received has been on time. She does not owe anything as a matter of fact, she has a credit on this account for $7.63. This payment has been sent to the mailing address on file. Please advise the member that if the address that we have on file for her, it is not the Correct address, she needs to contact collection department at ************ recap

• Initial Complaint

  Date:03/25/2024

  Type:Product 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.

  Purchased Dentaquest insurance through the Government marketplace for 2024 in Dec of 2023. I made the first two payments then my bill stopped coming. I called they could not explain why my bills did not arrive but my late statement did come to my mail. I paid the policy in full with dentaquest in Jan 2024 due to the billing issues. From Jan until today I have contacted over **************************************** network providers site to be told the do not accept this insurance. I have contacted dentaquest over 4 times to find a dentist near me or with in an hr drive. They have said I would be contacted with a request a dentist and it have been 9 weeks and nothing. I am requesting a refund and have cancelled the policy through marketplace, and am still waiting to her back from Dentaquest on my refund. No email confirmations have been sent, they will not call me back.

  Business Response

  Date: 03/28/2024

  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.

  Customer Answer

  Date: 03/28/2024

  [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

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have spent countless hours on the phone with this company. A) They claim the dentist I used doesnt take my insurance. I have now seen two dentist on my Caresource portal online (included in picture to prove I can see them) and not one person has been covered. *** had to fight every bill now. I am in the process of fighting another one again. I have confirmed with the dental office that they take my insurance. B) Because Dentaquest says it doesnt take my insurance, Caresource (which is an equally uneducated and incompetent) says they dont take that either. Which makes no sense because its listed on their website. Caresource just goes along with whatever Dentaquest says isnt covered. C) Dentaquest said they dont update their information and my dentist hasnt taken Caresource since 2022, which is incorrect. I confirmed with my dentist that that is a lie. He does take my insurance and they havent had issues (that they were aware of) of patients getting billed or told he isn't accepted on Caresource. D) I dont know where to go from here. I have fought bills now for $296 (resolved), $84 (not resolved), and just got another letter saying that I now owe $201 (not resolved). I am so frustrated and fed up. The other day I had to call 19, yes 19 times to confer with Dentaquest, my dentist, and Caresource. No one wants to take responsibility and ** always told they will take care of it when in reality I am certain when they get off the phone with me they dont do anything. Then Im stuck with the same bills and back to square one. E) I am to the point that Im going to call both companies and tell them to shove it and handle it on their own. I dont want to even talk to them anymore. I have wasted probably now ***** hours of my life trying to fix this SINCE December!

  Business Response

  Date: 03/22/2024

  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 Answer

  Date: 03/22/2024

  [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

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dentaquest refuses to pay a claim for my children's dental.services stating that the.provider is not in their network. Provider belongs to a children's hospital that is in network and says that there are known issues with DentaQuest. I informed DentaQuest of this and their response was that it is common practice for dentist offices to scam patients by not telling them that they don't take their insurance. ********** children's verified that they are a network provider prior to the appointments and also after the face.

  Business Response

  Date: 03/20/2024

  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 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.  

• Initial Complaint

  Date:03/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not purchase this insurance, but they keep billing me. Ive been trying to call for a week. They make me go in circles and theyre never open during their business hours.

  Business Response

  Date: 03/11/2024

  Thank you for reaching out. Please know that your complaint is being looked into by the appropriate team and a response will be sent directly to you 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:02/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  claim never paid i called benefits department before i had this root canal done they told me they would pay 50% of the bill never paid anything

  Customer Answer

  Date: 03/09/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/11/2024

  Thank you for reaching out. Please know that your complaint is being looked into by the appropriate team and a response will be sent directly to you 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:02/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was with *********** Plus for 5+ years. I let the policy lapse as of 11/30/23 because I couldnt find a dentist close to me that took that plan. When I finally found one I called 1/11/24 to see if DCP would reinstate the policy, which they said they would, and I sent them a check. In the meantime when I called the new dentist to make an appointment they said they dropped DCP as of October 2023. Therefore, on 1/19/24 I called DCP to disregard the reinstatement and allow the policy to stay lapsed and issue me any refund back to the 11/30 lapse date. I was given a Reference number for my request and given a different phone number to request my refund. When I called that number they took my information to process the request for refund. I followed up on 1/22/24 and was told the refund was in process but it could take as much as 30+ days so I waited. The next thing I get is billing for Dec, Jan and Feb and looks like they applied payment to those months with an outstanding bill for $63.78.When I called today, I asked the rep to talk to a supervisor and after waiting for the sup to get on the phone I got disconnected. That call was 20 minutes total. I called back and the rep ******* was very understanding and professional. He tried to get the supervisor to take the call, but she would not. In addition, she would not honor my request (one that had already been granted by the rep on 1/19) because she said I keep changing my mind. I also asked for the supervisors name for my records, and I was told by the rep that he was not allowed to give out that information. I cant imagine any company that does business to NOT be able to talk to a supervisor or to even have the name of the supervisor. BUYER BEWARE OF DENTAL CARE PLUS!!

  Customer Answer

  Date: 03/02/2024

  I have not heard from the business in response to my complaint.  It's obvious that they do not care about their customers or doing what is right.  I'm so disappointed in their service and hope that your members can read this and stay clear of them.  I will alert my broker of this situation and advise him to be hesitant before signing up any of his clients to this company.

  Business Response

  Date: 07/12/2024

  Thank you for reaching out. To appropriately address your complaint, please call us at ************ and provide your member number, and contact details. Once that is provided, a response will be sent directly to you on or before 30 days after receiving the necessary information. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.