Complaints

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

• Initial Complaint

  Date:12/17/2024

  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.

  11/14/2024 I WAIVED DENTAL AND VISION BENEFITS FOR 2025. ON 12/16/24 I RECEIVED DENTAL BENEFIT CARDS IN THE MAIL. EMPLOYER TOOK IT UPON THEMSELVES TO AUTOMATICALLY SUBMIT MY SELECTIONS EVEN THOUGH I DECLINED. EVERY EFFORT HAS BEEN MADE TO LET THE ******* STAFF KNOW DO NOT TAKE HEALTHCARE BENEFITS OUT OF MY WAGES.

  Business Response

  Date: 12/23/2024

  Delta Dental Plan of Michigan****** (DDMI) is in receipt of your letter dated December 17, 2024.Upon receipt, our *************************** promptly researched your inquiry.The consumers complaint appears to be directed to their employer rather than DDMI (their insurer). Please be advised that all eligibility for the plan is controlled and managed by the group. The group provides **** with a monthly eligibility file advising **** which of its members are eligible for coverage, and **** simply administers benefits for those members that the group identifies as being eligible under the plan.  **** has no ability to add or remove a member from a group plan without the employers permission.  
  

• Initial Complaint

  Date:09/17/2024

  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.

  I've been Trying to get my routine dental cleaning Since the beginning of the year. Been told by 2 Dental offices that I have to have a deep cleaning , they will not do a regular cleaning. In May Delta Dental approved the top of my mouth to be cleaned. The Dentist has applied for the bottom 4 times and now I have to write an appeal and they may still not approve. Which means 1 whole year no full cleaning. They get there $100 a month for me to have this insurance but I can't get my teeth cleaned. I just want my teeth cleaned, all of them.

  Business Response

  Date: 10/02/2024

  Delta Dental Plan of Michigan, Inc. (DDMI) is in receipt of your letter dated September 17, 2024. Upon receipt, our Customer Service Department promptly researched your inquiry. 
  
  The consumer’s complaint asserts that she has been trying to receive a “routine dental cleaning” since the beginning of the year, but to date, DDMI has not approved the cleaning for her bottom teeth. 
  
  In researching this matter, we advise that the consumer is not seeking a “routine dental cleaning”; rather, her provider submitted multiple pre-treatment estimates (“PTEs”) for periodontal scaling and root planing for four or more teeth per quadrant for quadrants 10 and 20 (upper mouth) and 30 and 40 (lower mouth), as well as PTEs for scaling and root planing for teeth #s 18-20 and teeth #s 29-31.  Scaling and root planning is a therapy for patients with periodontal disease, and involves instrumentation of the crown and root surfaces of the teeth to remove plaque and calculus from these surfaces. Root planing is the definitive procedure designed for the removal of cementum and dentin that is rough, and/or permeated by calculus or contaminated with toxins or microorganisms.  Cementum is the outer covering of the root surface of a tooth and dentin is the part of the root directly under the layer of cementum. The cementum cannot be accessed with dental instruments unless pathologic bone loss caused by periodontal disease is present. See, the 2024 edition of the American Dental Association’s Dental Procedure Codes Manual.
  
  Regarding the PTEs, a dental consultant reviewed the submitted documentation, including pre-operative radiographs, and approved the procedure for quadrants 10 and 20 (upper mouth) but did not approve the procedure for quadrants 30 and 40 (lower mouth).  Scaling and root planing for quadrants 30 and 40 was deemed not to be dentally necessary because the radiographs do not show discernible boss loss around 4 or more teeth in each quadrant.  As noted above, scaling and root planning involves the removal of cementum, which can only be accessed if there is pathologic bone loss; since the radiographs showed no bone loss in those quadrants, scaling and root planing cannot possibly be performed and is therefore dentally unnecessary. 
  
  Likewise, the PTEs for scaling and root planing for teeth #s 29-31 and teeth #s 18-20 were also deemed not to be dentally necessary because the radiographs do not show discernible bone loss around any of the submitted teeth numbers. 
  
  The consumer’s provider also submitted one in-for-pay claim for scaling and root planing for four or more teeth per quadrant for quadrants 10 and 20, which was approved for payment and processed in accordance with the consumer’s plan consistent with the aforementioned approval of the PTEs for those quadrants.
  
  Upon review of this complaint, DDMI’s Director of Utilization Management reviewed the submitted documentation, including the pre-operative radiographs, and concurred with the previous consultants’ clinical determinations.  Clinical criteria is based upon generally accepted standards of dental practice as set forth by the American Association of Periodontology and American Dental Association.  Upon his review, the Director also found that the submitted radiographs do not show discernible bone loss around four or more teeth in quadrants 30 and 40, and teeth #s 18-20 and teeth #s 29-31 do not demonstrate bone loss radiographically. As such, the PTEs for scaling and root planing for quadrants 30 and 40, and teeth #s 18-20 and teeth #s 29-31, were properly denied as not dentally necessary.
  
  Per Delta Dental’s participating provider agreements, when a procedure is determined not to be dentally necessary, neither Delta Dental nor the patient is responsible for making payment to the dentist.

  Customer Answer

  Date: 10/09/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22299307, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]Because if 2 different dentist offices say it's necessary and wouldn't clean my teeth.  do I need to keep searching for a new dentist again?
  
  Regards,
  
  Rebekah Mulder

  Business Response

  Date: 10/14/2024

  Delta Dental Plan of Michigan, Inc. (DDMI) is in receipt of your follow-up inquiry dated October 10, 2024. The consumer’s complaint asserts that she has been trying to receive a “routine dental cleaning” since the beginning of the year, but to date, DDMI has not approved the cleaning for her bottom teeth. 
  
  As stated in the prior response, a dental consultant and DDMI’s Director of Utilization Management both determined that the submitted radiographs do not show discernible bone loss around four or more teeth in quadrants 30 and 40, and teeth #s 18-20 and teeth #s 29-31 do not demonstrate bone loss radiographically. As such, the PTEs for scaling and root planing for quadrants 30 and 40, and teeth #s 18-20 and teeth #s 29-31, were properly denied as not dentally necessary. 
  
  Per Delta Dental’s participating provider agreements, when a procedure is determined not to be dentally necessary, neither Delta Dental nor the patient is responsible for making payment to the dentist.  

  Customer Answer

  Date: 10/15/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22299307, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The dentist office states that the area of interest is a 4 or 5 for periodontal disease.  I think I'm just paying a company that doesn't honor the patients need for care care. They're more concerned with getting money without giving services I'm paying for.  I'm no where near my allotted for the year. 
  
  Regards,
  
  Rebekah Mulder

• Initial Complaint

  Date:07/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2022 I became insured through my employer for Delta Dental Michigan. They have since ignored my attempts to request an Id card and I am unable to make dental appointments for two years. Their emails direct me to the phone lines which direct me back to emails and only bots ever respond. This company is fraudulent and unprofessional. I need my insurance information. I cannot log into their website because their password reset system never goes through. I am struggling to understand how this company is still in business.

  Business Response

  Date: 07/22/2024

  Delta Dental Plan of Michigan, **** (DDMI) is in receipt of your letter dated July 9, 2024. The consumer receives dental benefit coverage under a fully-insured group plan.  Upon receipt, our *************************** promptly researched your inquiry.
  
  The consumer asserts as follows:  his requests for a member ** card have been ignored; his requests direct him to phone numbers and emails and only bots respond; he has not been able to make dental appointments for two years; the company is fraudulent and unprofessional; and he cannot log into the website because the password reset system does not go through.  
  
  In researching this matter, we note that the consumer contacted customer service via email on July 9 and July 10, *************************** card and a password reset.  On July 9, 2024, a customer service representative advised the consumer that an ** card is not necessary when making a dental appointment or when seeking treatment from a dental provider;however, the representative advised the consumer that he could log into the member portal and download the ** card and provided information on where the ** card could be found in the member portal. On the same date, the consumer advised that he could not log into the portal because he was not receiving a password reset email.  A system-generated email provided a telephone number for Toolkit Support.  On the same date, the consumer advised via email that he had attempted to call the telephone number for Toolkit Support but was directed to the email address for customer service.
  
  On July 18, 2024, a customer service supervisor contacted the consumer, assisted in resetting his password as his account had been locked, provided the consumer assistance in retrieving the member ** card,and provided the ********************************** the event the consumer needed further assistance. 
  
  Please note that despite the consumers assertion that he was unable to make dental appointments for two years, that assertion is incorrect as our records reflect that at least sixteen (16) claims or pre-treatment estimates have been processed on behalf of the consumer and his dependents in 2022 and 2023.

• Initial Complaint

  Date:04/23/2024

  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.

  Complaint:I am filing a complaint against Delta Dental Plan of Michigan regarding their limited network of dentists and lack of consumer choice.Issue 1: Limited ************** of Choice Delta Dental Plan of Michigan appears to have a limited network of participating dentists in my area. This lack of choice restricts me, the consumer, from finding a dentist that best fits my needs and preferences.Issue 2: Difficulty Finding In-Network Dentists I have been unable to find a dentist within a reasonable distance of my residence that accepts Delta Dental insurance. This makes it difficult, and potentially impossible, for me to receive necessary dental care.Impact:These issues prevent me from utilizing the dental insurance I pay for and obtaining essential dental treatment. This lack of access to in-network care creates a significant burden for myself and likely other Delta Dental Plan of Michigan policyholders.Request:I urge the Better Business Bureau to investigate Delta Dental Plan of Michigan's network practices and their potential violation of consumer choice within the dental insurance market. Furthermore, I request that Delta Dental:Expand their network of participating dentists in my area to ensure reasonable access to in-network care.Provide clear and transparent information regarding the availability of in-network dentists within a specific geographic location.I believe that Delta Dental Plan of Michigan has a responsibility to its policyholders to offer a sufficient network of providers to ensure access to quality dental care.Thank you for your time and attention to this matter.

  Business Response

  Date: 05/02/2024

  Delta Dental Plan of Michigan, **** (DDMI) is in receipt of your letter dated April 23, 2024. Upon receipt, our *************************** promptly researched your inquiry. 
  
  The consumers complaint asserts that DDMI has a limited network of dentists and lacks consumer choice thereby restricting the ability to find a dentist that fits her needs and preferences within a reasonable distance of her residence. The consumer requests that DDMI expand its network of participating dentists in her area and provide clear and transparent information regarding the availability of in-network dentists within a specific geographic area.
  
  The consumers complaint does not identify what type of dental provider she is seeking. However, in researching this matter, we note that within a 10-mile radius of the consumers zip code, the following types of dental providers are in-network with DDMI: over 120 general dentists; 11 orthodontists; 10 oral surgeons; 3 endodontists; and 1 periodontist. As such, it appears that there are more than a sufficient number of dentists within a very reasonable distance of the consumers residence.
  
  In addition, DDMI does provide clear and transparent information regarding the availability of in-network dentists within a specific geographic area.  If the consumer needs assistance locating one of the numerous dentists in her area, she can access DDMIs online provider directory (available 24/7) at www.deltadentalmi.com/findadentist, where she can search for the type of provider she is seeking and filter the search by distance from her residence to the providers office. The consumer may also obtain a provider listing by contacting customer service.  

• Initial Complaint

  Date:04/04/2024

  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.

  I had 21 teeth pulled April 14th 2023 I was supposed to have my dentures by the middle of May they have lost my impressions 4 times I have had 13 visits and still no teeth I'm humiliated and very unhappy I filed.a grievance with destiny dental have heard anything I done feel this is proper way for health care patients ********** next letter I right is to the state representative I'm mad

  Business Response

  Date: 04/15/2024

  Delta Dental Plan of Michigan, **** (DDMI) is in receipt of your letter dated April 5, 2024. Upon receipt, our *************************** promptly researched your inquiry. 
  
  The consumers complaint appears to be directed their dentist rather than DDMI (their insurer). DDMI does not provide or dictate the treatment of its insureds.  However, please note that the consumer also recently submitted a grievance to DDMI on January 24, 2024 regarding the dentist, and the grievance is currently under review. 

• Initial Complaint

  Date:12/06/2023

  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.

  Delta Dental was the provided dental insurance offered to me as employee of 3M Corporation Retired 2014 after 36 years. Had a bridge for 3 years till I reached 65 *********** Upon full retirement needed to get new insurance of my own . I was used Delta through 2017. ******** upon. Me I chose ****************, MetLife for dental . Unbeknownst to me, I didnt withdraw from Delta thinking it dropped like my medical (BCBS) umbrella did. Delta Dental continued to withdraw monthly amount from June ************************************ thru auto payment from my checking. 2023 comes finally all of this surfaces I contact them to explain. They tell me that that send letter each year thanking for using them. They did I ignored these letters as I dont use the have MetLife. ( I get tons of junk mail). Long story short I paid approximately $500 a year 6 1/2 years ! Im having a difficult time understanding why I am not able to get a refund?

  Business Response

  Date: 12/13/2023

  Delta Dental Plan of Michigan, **** (DDMI) is in receipt of your letter dated December 6, 2023. The consumer received dental benefit coverage under a fully-insured individual plan underwritten by Renaissance Life & ************************ of America (Renaissance). DDMI is the claims administrator for this plan. Upon receipt, our *************************** promptly researched your inquiry.

  The consumer asserts that upon her retirement in 2014, she purchased the above-referenced individual plan and only utilized that plan through 2017, when she then became eligible for ********. Upon becoming *********eligible, the consumer asserts that she elected to utilize a different carrier for her dental benefit coverage. However, when she elected her new ******** benefits, the consumer did not cancel her individual dental plan because she mistakenly thought her dental coverage would terminate as her medical insurance had. Therefore, premium payments for her individual dental plan continued to be withdrawn via auto-pay. The consumer asserts that in 2023 she became aware of the withdrawals and contacted customer service. She states she was advised by a representative that she had been sent renewal letters each year thanking her for using DDMI. The consumer acknowledges that she ignored the letters because she was using another carrier. The consumer requests a refund of her individual dental plan premiums from June 2017 through the present.

  The consumer did not contact customer service regarding the premium payments paid through auto-pay for six (6) years, until December 5, 2023 when she received another annual renewal notice. Consequently, the representative advised the consumer that her policy could not be retro-termed because the first request for termination was received on December 5, 2023. During the call, the consumer acknowledged receipt of the annual renewal letters but admitted she ignored them. Moreover, while the consumer claimed she had never utilized any of the benefits under the individual plan since 2016, the representative also advised her that a claim had processed under the consumers plan in October 2021. In reviewing this matter, it was noted that a claim was also processed for a July 2017 date of service.

  Given that the consumer failed to contact DDMI to request termination of her individual plan until December 5, 2023, and the consumer had claims process under the plan in the interim, DDMI is unable to retro-term the individual dental plan back to 2017 and refund the premium payments to the consumer.  However, upon receipt of the consumers request on December 5, 2023, DDMI terminated her individual plan effective December 1, 2023, and a refund of the December 2023 premium was processed. 

  Customer Answer

  Date: 12/13/2023

  Thank you for your acknowledgment.

  I worked @ 3M for 36 years. Upon reaching 65 years of age, 2017 I was required to find my own medical, dental insurance in addition to ********.

  My medical was BCBS was dropped automatically. I acquired new insurance for Medical with **************** instead of the corporation umbrella BCBS.

  I acquired dental insurance with MetLife which Im presently used since 2017.  
  unbeknownst to me Delta Dental continued to deduct monthly from my checking account. That I nevertheless was not aware as unfortunately I dont balance my checking account. Upon discovering I reached out to Delta just several weeks ago, In which they responded that it was my place to drop them personally. I didnt know this .Delta Dental would send a letter each year @ ******** time.

  I ignored each year the letter dismissing why they would send it. I continued to use my MetLife dental Eve paying out of pocket over $25,000. Boy if Id known of course it was my responsibility to cancel of course I would. 
  

  Needless to say they will confirm that they didnt pay any claims after 2017 which was approximately $300.00. Perhaps, we can determine if this indeed is my responsibility and be out $3000.00. How many people does this type of problem falls on the senior that is not aware of  big corporations rules. It just seems not fair. 
  Please advise what else I could provide? 
   Thank you for your response.

  Kindly

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

   

• Initial Complaint

  Date:09/28/2022

  Type:Order 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.

  ^ 2 2021 $294 On 10 19 20 McLaren dental of ******* ** attemped to make me a set of dentures after a year they gave u and refunded me my ** pay , then on 6 2 21 they also charged and **llected $294 for a reline, which I do not have , **ntacted Delta dental and they reached out to them and said they would be refunding the $1400 but not the 294, my policy requires 3 year between services so should not have been paid

  Business Response

  Date: 10/18/2022

  Delta Dental Plan of Michigan, **** (DDMI) is in receipt of the consumers complaint. The consumer also submitted a quality of care complaint to DDMI regarding services he received from his provider.  The consumer received a refund for a portion of the services but is seeking an additional refund.  DDMI is investigating this matter through the formal appeals process and will provide the consumer with an update once the review has been completed.