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Complaint Details
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Initial Complaint
10/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was given an invoice by a dental plan I've never signed up more. Calling and trying to find out about an invoice, I was transferred 5+ times, with no resolution. I attached the invoice number to the account number
Business response
10/29/2024
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.Initial Complaint
10/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I acquired DentaQuest in January 2024. I had services in January and apparently that's when they cancelled my account, but they continue to bill me. I've been sending in payments faithfully every month, and I even have a credit on the account. They keep telling me it will be resolved in 3 days, because I should have coverage. It has now been at least 4 months with no resolution. I am beyond frustrated.Business response
10/24/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the
appropriate team and a response will be sent directly to you via mail on or
before 30 days from filing of complaint. As the administrator of dental
benefits, we are committed to the privacy and security of patient health
information.Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
DentaQuest is entirely ineffective. I used their website to find a prosthodontist in March 2024. That was a waste, so I officially asked for help on May 6, 2024, and called every two to three weeks to follow up. They referred me to one individual who was retired and another who was a regular dentist and could not assist me. It's now October 22, 2024, and they still haven't found anyone. They hung up on me twice today. The third ****** said there is no time limit on how long they can take to find someone to help me and they will notify me when they find someone. They can take as long as they want. They also refused to escalate my call. So frustrating!Business response
10/23/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the
appropriate team and a response will be sent directly to you via mail on or
before 30 days from filing of complaint. As the administrator of dental
benefits, we are committed to the privacy and security of patient health
information.Customer response
10/23/2024
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.
Two formal grievances filed thru Fidelis against DentaQuest have been filed and the first gave me no help at all. The second one is still open. Several work orders and requests for assistance have been opened by DentaQuest with promises to respond and it did not happen. I started working with Denta Quest officially on May 6th (unofficially March 2024) and they have never once returned a phone call as promised. It's been 6 months of me being brushed off and lied to. Another 30 days waiting for a response is unacceptable and disrespectful.
FAQ
Regards,**** *****
Business response
10/29/2024
Thank you for reaching out. We need to research the complaint, and a response will be sent as soon as possible.Initial Complaint
10/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Dentaquest will not answer phones or email. I have called multiple times over the past two months to obtain online access to my account and twice they said they had opened a ticket and that I would get a reply within ***** hours. My first contact was 7 weeks ago and my last was 4 weeks ago. No replies at *******, every time I call them, regardless of day or time, I receive an automated We are currently experiencing unusually high call volume. Please call back at a later time. Then the system hangs up. I have called on multiple days at a variety of business hours and receive the message every time.Not sure if they are still in business, but they keep accepting premium paymentsBusiness response
10/14/2024
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
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had dental work done at MySmiles in *********** in June 2024 and I was told that the dentist I went to was covered by my insurance.A few weeks go by and the dentist calls me to tell me that my insurance didnt cover the cleaning and x rays. So I call *********** in September 2024 and after the representative calls a manager tell me that I dont actually have dental insurance, but I have a referral service to help FIND A DENTIST! I pay $20 a month for a year and I find out my policy isnt even for insurance.Business response
10/09/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Initial Complaint
10/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Denta quest is very rude and not helpful. They denied my sons braces several times are the dentist has given them everything they need. They tell me a different reason for denial each time. I file a grievance and they deny that to! They do not care about ********** families and their medical needs what so ever and they give you the run around about your claim status.Business response
10/01/2024
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
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello, I purchased dental insurance December 2023 for the 2024 year on the ************. I enden up choosing ********** which is also known as Dentalquest. I gave my credit card for billing and I know now they charged me for the first 6 months. I had some cleaning work done and exrays and paid my portion. I had 2 cavities and set a Date to come back and have the work done July 8th. The Dentist approved the work and charged me $1,080.00 which I paid on my credit card. ********** stopped my insurance and the dentist has billed me for the insurance portion of $701.90. My Dentatrust premium is like $13 a month. I called Dentatrust and waited on hold many times and was forced to call back on a later date because I was busy. When I did speak to someone in July 2024 they said hold on and said they would take payment and then said I had to go back on the ********** website and repurchase. I have spoken to the Market Place review department and that was wrong info. I should have been told to go to the ************ and maybe they could help me. I believe they just don't want to pay their portion of the insurance amount.Business response
09/25/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Initial Complaint
09/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Paid for a plan with DentaQuest , I been calling to resolve the log in issue and no one is availabel ever, I cant get no information on my coverages and benefits. The website portal does not work I was never mailed any information and no ID cards was sent. The customer service lady told me that they cannot email or mail me my coverage details and that the only way to get those details would be logging in. so I been payment my month payment and i have no information on my ID cards.Business response
09/25/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Initial Complaint
09/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently enrolled in a DentaQuest plan through the marketplace insurance to begin 9/1/2024. I created my account with login credentials and paid my premium and everything has gone down hill from there. The portal will not let me login, despite my credentials being correct, I have attempted to reset the password but it doesn't even recognize the temporary password it's own system sends. Trying to remedy this issue for the past few weeks has been a nightmare. **************** is not only horrendous but non-existent. I have spent countless hours trying to get a hold of someone to fix the issue, emailed, sent in ticket requests via their website with absolutely no answer and no response. I require access to my account for ******************** I have paid for, but when there is no response this is impossible.Business response
09/18/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.Customer response
09/18/2024
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.
This does not satisfy my complain. My portal is inaccessible and has been for weeks. All of my attempts at contacting DentaQuest customer service to fix the issue and gain access to the portal and benefits I have paid for have gone unanswered, therefore, an additional 30 days to wait to receive notification of the review of the complaint does not satisfy my compliant. I expect customer service should be able to contact me immediately to remedy the issue.
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
09/19/2024
Thank you for reaching out. We need to research the complaint and a response will be sent as soon as possible.Initial Complaint
09/16/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
******** insurance issues providers in and out of network. I chose an in network provider and after services were rendered, I found out that they were out of network. I would only be completely reimbursed by in network providers. According to ********* benefits listed in their guide, out of network providers pay half and I would pay half. After a bill of $380 from my dentist I was only reimbursed $30. They never stated the words allowable charges in their benefits guide. ******** is a poorly run company that takes advantage of its subscribers by listing fraudulent claims.Business response
09/17/2024
Thank you for reaching out. Please know that your complaint is being reviewed by the appropriate team and a response will be sent directly to you via mail on or before 30 days from filing of complaint. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.
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