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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I've been paying for dental insurance since the beginning of 2024. Went to the dentist on 4/30/24. The dentist submitted the claim again and again and again, and it does not get paid. I've called their help line at lest 6 times, and the service they have tries to help, but the resubmitted claims are rejected. I've sent numerous emails to them, and they never respond.You can't talk to anyone that works at the company, only the service.I tried to go to an office location, but they aren't there anymore.I don't know how to get help.
Business response
09/16/2024
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 response
09/16/2024
[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.
Im hoping they respond satisfactory within the time frame. I guess Ill just have to wait another thirty days on top of the 3 and a half months Ive already been waiting.
I am impressed that they responded to you so quickly.
Thanks for your help, I really appreciate it.
Regards,
***************************Initial Complaint
09/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I need to appeal a claim. Everytime I Call, I can never get in touch with anybody. An automated system comes on saying that have a lot of call volume and to call back later and then it hangs upBusiness response
09/13/2024
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
09/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying since 6/25/24 to get in touch with this business. My dental plan covers preventative care at any dentist at 100% every 6 months. I met all of the terms and my dentist called Dentaquest in advance to ensure they would be paid. Dentaquest only paid 34% of the amount billed by my dentist. I have called them dozens of times and held for hours. Nobody ever picks up the phone. I sent them emails via their "Contact Us" address on their website and received no response.Business response
09/06/2024
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
09/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dentaquest sent me a denial of services notice but refused my right to appeal. I had called dentaquest to appeal their decision but they made it extremely difficult for me to exercise my right to appeal by not takeing or providing information, and the supervisor at the call center was condescending, brating, talked over me was generally rude, didnt listen to my concerns, picked a fight with me over the phone then rudely hung up on me without allowing me to exercise my right to appeal. This process has caused me (a sick elderly person) stress aggravation, without care and left my health in danger. Dentaquest does not care about its patients or patient rights they only care about money and taking advantage of elderly poor black persons. I had requested a call back from someone from administration (****** ******* CEO) and asked that dentaquest NOT work on my case until i have been contacted as Dentaquest has lost my trust and faith in their company. To date, no one has cared to contact me or allow me to exercise my right to appeal.Business response
09/06/2024
Thank for 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
09/06/2024
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
This business is rude, inconsiderate and a fraud. They cant even find my information and now it will take 30 days to get help?That is patient neglect, poor service and rude
Regards,******
Initial Complaint
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Since Dentaquest and Sunlife has merged it has cause nothing but chaos and. The website goes down every other minute, approvals say approved but are not really approved. No one cares or has any remorse for the lack of professionalism and response. I can not verify insurance, approvals are not being actually reviewed and just being denied. Patient services that have been done are not being denied .Business response
08/27/2024
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
08/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I received my monthly premium statement in the mail and it states that I have a balance carried forward of $100.99. The issue Im having is, since January 2024 until current day 8/19/2024, Ive made payments in the sum of $40 (payment #1), $60 (payment #2) and $60 (payment #3) totaling $160. The monthly premium on this particular DentaQuest plan is $19.67, which should reflect a credit $2.64. Ive called the customer service number several times, with insane hold time times (3hrs and more) only to be transferred to with resolution to the MarketPlace. I need answers concerning this matter and to have explained to me why is there a balance carried forward if the checks written are being deposited.Business response
08/19/2024
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 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
08/19/2024
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 # ********. *** made several calls requesting the billing department regarding my monthly premium and have been either left on hold for several hours, to being connected with a benefits representative whos unable to resolve my issue. Ive been told numerous times at this point to hold and Ill be transferred to the billing department, only to be connected to thale Marketplace and having to go through the hours long wait and having unresolved issues as to why my account is negative my monthly premiums, but not being applied to my account.
FAQ
Regards,******
Business response
08/20/2024
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 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
08/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Been trying to reach customer service for months and continue to have to wait over 2 hours without ever talking to anyone. Trying to get into the portal to change expiration date on card to make monthly payments. Spoke with ******* in billing and he claimed he did not have a way to assist with payments and he did not have a supervisor to transfer to in order to resolve issue. For this to be a corporation that has been in business for 18 years its the worst experience Ive ever had. I just want to make payments and they make the simplest thing complicated.Business response
08/19/2024
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 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
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We are a private dental practice who have been dealing with dentaquest for years. With in the past few months we have had many issues with our patients pre-authorizations. We send out these pre-determinations so dentaquest can determine if they will cover the patients treatment. With in the past few months we have received multiple denials due to them not receiving the x-rays and required documentations, even though we electronically upload them with every pre-determination. Due to this being such a consistent problem, we were provided a fax # so we can fax over these files since they are supposedly not receiving them. Even after doing so we kept receiving the same notices, so I called customer service. The representative informed me that the fax # we were given was not even a fax number of theirs, and that they are in fact receiving the electronic files we send. Therefore someone must not be doing their job and reviewing these files. This is unacceptable, as a business we are losing many patients and money because dentaquest is not processing our pre-determinations accordingly. We have patients waiting for months for an approval to start their dental treatment and they can not do so because the people at that establishment are not doing their diligence and doing their job.Business response
08/14/2024
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.Customer response
08/16/2024
[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,
**** DentalInitial Complaint
08/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
DentaQuest (a non-US company acquired by ****************** in ****** in October 2021, which was then acquired by Phoenix Group in the ** on 3 April 2023) has failed to service their dental insurance customers. The following details our experience of being canceled erroneously and leaving us with no dental coverage for the remainder of the year:1. Registered Jan 2024. DentaQuest never sent any way to login or pay when we first applied, I had to call and wait on hold for an hour to make a payment - phone record, screenshots, email 2. Multiple applications for auto-payment never processed - screen shots 3. Payment screens have been down or inaccessible multiple times - screen shots 4. No customer service option to process payment. Hold times are routinely over an hour, one hold time was over three hours and then the call silenced and was dropped five minutes later - screen shots 5. Mailed notifications contained significant inaccuracies: dates were incorrect, including dates from **************************************** 2024 - physical mail 6. Mailed notifications contained significant inaccuracies: Statement showed no payment when payments were actually made - physical mail, bank records 7. Statement showed that auto-draft was scheduled, but payments were not processed - physical mail 8. Auto-draft ran three days after the account was canceled - bank recordBusiness response
08/13/2024
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
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I recently applied to Dentaquest throught the goverment marketplace. I was sent a bill post marked after the due date on the bill. I tried to call to see if my policy was still active or cancelled because of non payment. No one EVER answers the phone. I have been on hold for hours. Severly times of the day and week.I contacted the marketplace to help, but they just gave me another phone number that was disconnected. So I mailed a check for 2 months of payment, hoping they would contact me. I was sent id cards with no other info. I used the id cards to log in online. When I log in it will not show what dentist I can go to. It will not show my benefits (just a blank page). When I try to file a complaint with them or send an e-mail, I get error messages. My children have had to cancel dentist appointments because we don't have insurance! I am beyond angry and disappointed with what seems to be a large company stealing my money!Business response
08/13/2024
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
08/13/2024
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 do not wish to accept this as resolved. As getting something in the mail with in 30 days will not resolve the fact that I can't get a response to phone calls or e-mails that I have sent to the company. I would like a phone call and a refund. I have already reached out to marketplace.
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
08/14/2024
Thank you for reaching out again. 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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