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:07/11/2025

  Type:Billing 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 am no longer able to access my billing information on the mysmile365 website. I have emailed twice and called twice. We were told that it would be fixed and that they would process our payment for July, but I'm not showing that payment was made via my credit card and I have not received a receipt for the payment. We also continue to not see any payment history or invoices on mysmile365 to verify payment was made or to make future payments. Everytime I email I just receive a response to access my bill via mysmile354, which again is no longer providing any invoices or payment history.I've attached a screen shot of what we see via mysmile365 - it no longer has any billing information.

  Business Response

  Date: 07/14/2025

  Dear Valued Member,
  
  We have reviewed your complaint regarding access to your invoices and payment history via **************. We wanted to take this opportunity to apologize for the inconvenience this issue has caused.
  
  Please note that we verified with the ****************** and the last payment on file was made on June *******, for $32.52. Also attached is a copy of the payment receipt.
  
  We have also provided the Solstice Member Pay Your Plan Support Guide on how to pay using the site. You must first register and create a username to have access.

  Thanks

  Solstice
  
  
  

  Customer Answer

  Date: 07/15/2025

  I have access to the website mysmile365. We have been making our payments via this site. However, we no longer have billing information available on the site. Please see the previous screen shot that we sent showing that our billing/payment information is no longer available. So, we can login, we can access some features, but our billing is no longer available. We need someone to find out why we are no longer able to access the billing from mysmile365.

  Business Response

  Date: 07/17/2025

  Dear Valued Member,
  
  We have worked with the Billing Team, and the below steps were provided for you to follow: 
  
  1. After logging in to the MySmile365 member portal and clicking the PayYourPlan portal button, you will be redirected to the PayYour Plan Payment Portal Dashboard, you will have the option to make a one- time payment or enroll in EasyPay.
  
  2. To make a one-time payment you will click the make a one-time payment button, add your payment method and click submit payment.
  
  Please call our toll-free number, ************, should you have any further questions. 

  Solstice

• Initial Complaint

  Date:06/07/2025

  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 went to ************ on March of 2025. I was to get 8 fillings, 2 crowns and a partial for $2200. I then signed the paperwork and financed through Care Credit and thought everything was fine until 2 weeks ago, I received a bill from Aspen Dental for an additional $1415.60. When I asked them why I received an additional bill, they said Solstice was supposed to pay 80% of my partial and decided to change that amount to $23.40! If I would have known that I would have been paying an additional $1415.60, I would have waited to get a partial made until I could afford it! ************ also said that Solstice not only refuses to return their calls but has also blocked their phone number. I cannot afford this additional payment and don't like being told one thing and then lied to. It is very unethical to say that you are going to cover 80% ($1132.48) of that $1400 total and then a month later say you are only going to cover $23.40!

  Customer Answer

  Date: 06/10/2025

  This is how much I should have been charged, $350.

  Business Response

  Date: 06/16/2025

  Dear Ms. ************************* researching your complaint, we found that you are enrolled in plan 13183-EssentialSmile PA *********** This plan is an *** based on ******. It is not a PPO plan where reimbursement is based on percentages.
  
  The claims in question were processed correctly based on plan benefits. The schedule of benefits are attached for your reference. 
  
  For date of service 3/7/2025 the claim processed correctly and applied your copays as listed on your schedule of benefits.  
  
  For date of service 3/14/2025 the claim processed correctly and applied your copays as listed on your schedule of benefits.
  
  For date of service 3/31/2025 the claim processed correctly and applied your copays as listed on your schedule of benefits. Please note that for procedure code D2740 on teeth numbers 3 and 29 there is a lab fee in addition to your copay. The lab fee per tooth/code is $310.00. In addition, procedure code D5225 (maxillary partial denture) is not a covered benefit under your plan, therefore you are responsible for the charge amount of $1439.00
  
  Your total responsibility based on your plan benefits is $3893.60. 

  We hope this clarifies any questions on what you owe, and apologize for any confusion you may have had with your bill.

  Solstice Benefits

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23438847
  
  I am rejecting this response because:

  It says in my paperwork that I only have to pay $350. Nowhere does it say there's an additional lab fee. Also, you told ************ you would cover 80% which would be that $350. If you don't pay that, I will take further action.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 06/17/2025

  Ms. *****, 

  We have attached and highlighted the Schedule of Benefits for your plan we feel need some extra emphasis. We highlighted the symbol legend area that shows there is a lab fee (^). This symbol is located on the code D2740 (highlighted) further down the Schedule of Benefits indicating $350 per tooth over and above the co-pay. Lastly, we highlighted the top section which explains this is a plan with co-pays (otherwise known as an HMO). There are no percentages on a co-pay (HMO) plan, only on a PPO plan which yours is not so we're a little confused where the percentages should be applied when the plan doesn't allow for them. 

  Our member service logs every call they take, whether it comes from a member or a provider and we have no calls referencing your account at any time since you enrolled in the plan. We are very sorry for any confusion, but hopefully this helps in understanding your plan.

  Solstice 

• Initial Complaint

  Date:06/02/2025

  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.

  I am writing in regard to a customer service inquiry I submitted on April 25th, 2025, under Ticket Number ******.This inquiry concerns the cancellation of a dental insurance plan I purchased in January 2025. I was unable to find a participating dentist, particularly for children within 100 miles of my zip code, under this plan. After contacting both ************** and the insurance company, a cancellation was agreed upon. Furthermore, during a phone conversation with Solstice, we agreed on a refund of the premiums paid for four months, totaling $145.88.This refund was approved by a supervisor, and I was given Ticket number ****** as reference. However, I have yet to receive this amount and would greatly appreciate it being processed as soon as possible.

  Business Response

  Date: 06/03/2025

  ****** ************, 

  We are very sorry for the inconvenience you've encountered while trying to cancel your policy with Solstice. We show on the call log that you did reach out to cancel, and it appears that the message was never given to the department that would have taken care of this for you. We have termed the account and refunded the payment source on file for a total of $145.88. 

  Again, sorry for the confusion and frustration.

  Solstice

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  

  I have received the refund. Thank you for your help.

  
  Sincerely,
  
  ****** ************

• Initial Complaint

  Date:05/26/2025

  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 have tried for weeks to get in touch with Solstice. Phones and emails with no response. I paid out of pocket $5,500 for dental work. After the extensive work began I was told the dentist is not in network which initially they were. I have submitted receipts and all necessary paperwork to get reimbursed because the dental should of moved to out of work which I was still covered for. I spent money used for my sons headstone so I am completely disturbed by the lack of care from Solstice. Thank goodness I am not longer with them. I want my money now!

  Business Response

  Date: 05/27/2025

  Dear Ms. *************************** are truly sorry to hear about your experience. We understand how upsetting it is to have claims denied and feel unheard, and this is not the standard of service we aim to provide.
  
  Please contact our *************** team at ************ or email us at ******************************* with your policy number and contact information. You may also ask for someone on the member services leadership team if you choose. We want to review your case thoroughly and work toward a resolution.

  Thank you for bringing this to our attentionwe value your feedback and the opportunity to make things right.

  Solstice

  Business Response

  Date: 05/28/2025

  Ms. ****, 

  Based on our call notes, you have contacted us multiple times in the past. Notably, there was a previous BBB complaint documented in our system on January 22, which  appears to have been addressed at the time.
  
  There are several call records from both yourself and the providers office related to eligibility inquiries. On February 10, you called to request a provider listing, and we followed up by sending a Provider Network Status (PNS) letter. Later, on April 29, you requested to cancel your plan,which was processed appropriately.
  
  Regarding the $5,500 you mentioned for reimbursement, we don't show any claims on file. Well need some additional clarification on what specifically you are referring for this request. For example, dates of service, Drs. Name, etc. 

  If you'd like to chat with someone to try and figure this out you can call us at ************ and ask to speak with ******** ******* or ****** ********.

  Solstice Benefits
  
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23377813
  
  I am rejecting this response because: i have submitted documents outlining procedures that were done and the associated cost. This was a request that you made. After submitting the documents your company requested I sent a follow up email also. Again, I have made attempts calling but no one picks up the phone. 

  The cancelation of the policy has nothing to do with my complaint.  Policy was canceled due to ******** with dental benefits were due to start on May 1, 2025.
  
  Sincerely,
  
  ******** ****

  Customer Answer

  Date: 06/12/2025

  I contacted Solstice after receiving an email indicating they have received my reimbursement information and to call to discuss. The customer service *** indicated they have nothing on file about my claim and had no direction for me to follow other than submit another claim.

  Customer Answer

  Date: 06/12/2025

  This is the form that has already been completed and submitted through email and also to Solstice as an attachment when responding to their answer.

  Business Response

  Date: 06/12/2025

  Ms. ****, 

  While researching your appeal, we found that provider Dr. ****** is not a participating provider with your plan. In addition, we did not find any call records from you or the provider prior to your dental visit to verify provider participation. Please note that members and providers are ultimately responsible for the verification of member eligibility and provider participation. If the provider informed you that they were in-network, they were incorrect. Please reach out to their office to discuss possible payment options.

  Solstice Benefits

   

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23377813
  
  I am rejecting this response because: Dr. ****** did not contact Solstice for anything. Her office does not directly involve themselves with insurance. Her office provided me with what I needed. Regardless of what your call notes say, SOLSTICE customer service told me that Dr. ****** was in network.  After the extensive work had begun, I called Solstice about submitting the paperwork.  I was told to wait until everything was completed then submit. If as you say, she is not in network, then an out of network coverage would then apply. 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:05/20/2025

  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.

  Every time we call we have to wait on hold for 2 hours or more. I have spent my Fridays (that I normally don't work) coming into the office to wait on hold for hours to speak to someone about claims. Only to be told I can only get a fax of an EOB and I have to wait 48 hours for the fax, This is crazy!! Not provider-friendly. How do we run a business if we are wasting 3 hours waiting to speak to someone? I've also been asked if we would like to join the solstice network. Absolutely not! They are so hard to work with. I would not want our name linked with theirs.

  Business Response

  Date: 05/20/2025

  Ms. ***********, 

  We apologize for your experience with us. ****** ******** from our leadership team reached out to you and left a voicemail asking you to return her call. She was not able to locate an account with your name on it, so please make sure and return her call if you can, so we can better serve you. I have included her information below in case you missed her voicemail. 

  We'd like to help you get any information you need.

  Solstice Benefits

  ****** ********
  Member Service Supervisor
  Phone ************  Fax ************
  ********************************* Email **************************************************************

  Business Response

  Date: 05/22/2025

  BBB Team, 

  This is the second time we've received this one. I don't see any additional information after we responded to the first round. The team has left messages and sent emails but has not gotten any response.

  Thanks, 

  Solstice 

   

• Initial Complaint

  Date:05/11/2025

  Type:Billing 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 am a Solstice PPO dental plan member (Plan *****). In April 2025, I paid $3,590 out-of-pocket to ******************* (********, **) for two visits: one preventive, one restorative. My plan promises 100% coverage for preventive services and 60% for crowns out-of-network, yet I was reimbursed only ~24% and ~12%, respectively, with no Explanation of Benefits (EOB) or rationale provided.Visit 1 April 14 (Preventive)D0210 X-rays: $250 D0120 Exam: $100 D1110 Cleaning: $240 Paid: $590 | Reimbursed: $141.60 (~24%)These are explicitly listed as 100% covered. No frequency limits applied. I was underpaid by ~$450 with no justification.Visit 2 April 25 (Crown)D2740 Porcelain Crown (Tooth #**): $3,000 Paid: $3,000 | Reimbursed: $352.80 (~11.8%)This crown was medically necessary to restore a damaged molar. It met all plan criteria. Solstices policy states 60% out-of-network coverage, which should be ~$1,800. No documentation or breakdown was provided.I called to dispute this and was told the claims were processed correctly, but I never received EOBs, allowable fee schedules, or downgrade explanations. No pre-treatment estimate was submitted but I was never informed it was required.According to FAIR Health Consumer, the average NYC rate for this crown is $2,300$2,700 (80th percentile), with $3,000+ common in premium practices. My charges were well within local norms.

  Business Response

  Date: 05/15/2025

  Hello ****, 

  You are enrolled in a PPO plan which allows you to see in-network and out-of-network providers. Dr. ******** ******** is not a participating provider with your plan; therefore, she is considered an out-of-network provider.Out-of-network benefits are based on contracted fees.
  For date of service 4.14.2025 the contracted rates were applied and the plan paid 100% of the contracted rates. You are responsible for the difference between the contracted rate and the providers charged amount because she is out-of-network. For date of service 4.25.2025 the contracted rate for the crown is $588.00 and we paid 60% which is $352.80. You are responsible for the difference between what we paid and the providers charged amount. In addition,your schedule of benefits has a general limitation which states:
  ALTERNATE BENEFIT Your dental plan provides that where two or more professionally acceptable dental treatments for a dental condition exist, your plan bases reimbursement on the least costly treatment alternative. If you and your dentist agreed on a treatment which is more costly than the treatment on which the plan benefit is based, you will be responsible for the difference between the fee for service rendered and the fee covered by the plan. In addition, a pre-treatment estimate is recommended for any service estimated to cost over $300; please consult your dentist.
  
  We have enclosed a copy of your schedule of benefits and the **** for both dates of service.

  Solstice

   

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23316309
  
  I am rejecting this response because I find the reimbursement and explanation provided by Solstice to be unsatisfactory.
  While I understand that Dr. ******** is an out-of-network , Solstice states they reimbursed 100% of the "contracted" rate, yet their approved charges are significantly below fair market rates:
  Code Description Solstice Approved FAIR Health NYC Benchmark (80th percentile)
  D0210 Full Series of X-rays $72.00 $120 $170
  D0120 Periodic Oral Evaluation $21.60 $80 $110
  D1110 Adult Cleaning (Prophylaxis) $48.00 $100 $175
  Total paid to me was $141.60, leaving me with $448.40 out-of-pocket for services that are supposed to be covered 100%, even out-of-network. Solstice has not explained why its "approved" rates are so far below standard NYC benchmarks, nor were those allowable amounts disclosed in advance.
  For the April 25, 2025 medically necessary crown, the allowed fee was listed as $588.00. Solstice reimbursed 60% ($352.80), though *********** shows crowns like D2740 in ******** typically cost $2,300$2,700, with some as high as $3,000. Solstices internal allowable is not aligned with real-world market pricing.
  Additionally, No alternate benefit downgrade was documented or clinically justified
  I am asking Solstice to:
  Reassess the April 14 claim using fair NYC UCR rates for preventive services
  Reassess the April 25 claim using a regionally appropriate UCR for a medically necessary crown
  Provide transparency around how Solstice determines approved charges for out-of-network claims
  The current reimbursements do not reflect a good faith application of benefits under a PPO plan, nor do they align with any published standard for reasonable dental fees in **************
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/16/2025

  ****, 

  Thanks for following up on your request. After further review of your procedures and claims, we agree that the claims were not paying accordingly. For the claim ending in 449 we are reimbursing you $1,447.20 and for the claim ending in 987 we are reimbursing you $448.40. You should be receiving 2 separate checks within 7-10 business days. 

  We sincerely apologize for any inconvenience this has caused. For any future questions feel free to call ************

  Solstice Benefits

  Customer Answer

  Date: 05/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/10/2025

  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.

  This issue has been going on for years, around 4-5 years. We have been charged around $10 a month for a service we do not use, it is in my daughters name ****** ******, but comes out of our bank account. I have contacted Solstice numerus times and get the run around of "we can't give you any information since it is in your daughters name", my daughter called and they told her they needed to speak with both of us, we tried a 3 way call a couple of times only to get disconnected. We want a full refund, and have all the transactions on our bank statements. This is ridiculous for it to be this difficult to get a resolution.

  Business Response

  Date: 05/15/2025

  Ms. ******, 

  As this issue refers to your daughter, due to HIPAA privacy laws, we need to speak directly with her on the specifics. A member services has tried to reach out to her by email and phone to explain the matter but she hasn't responded.

  We'll try again soon.

  Thanks, 

  Solstice

   

  Business Response

  Date: 05/15/2025

  Ms. ******, 

  Since you were paying for your daughters plan, we have termed the card on file in your name. You should not see any more withdrawals.

  Solstice

  Customer Answer

  Date: 05/16/2025

  What about the years of charges that we have had even after we have tried to cancel? 

  Business Response

  Date: 05/16/2025

  Any information has to be discussed with your daughter as it is her name on the account. Please have her return the call and email attempts made to her at ************ and ask to speak with **** ***** and let them know she is returning his call.

  Solstice Benefits

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23312772
  
  I am rejecting this response because: My daughter talked to them on Friday and they are going to refund only what was charged for this year even though I requested them to stop charging us over 3 years ago. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 05/27/2025

  Ms. ******, 

  We were able to refund 2024's amount ($111.96) to the card on file, but nothing from the years prior, as we have only one cancellation request in the call and email files and that was from March of 2025. 

  Thank you, 

  Solstice 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23312772
  
  I am rejecting this response because: I have attached an email from April 4, 2022 where I requested it to be cancelled.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:04/11/2025

  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 have been trying to reach Solstice on the various numbers I have found online and I just get put on interminable hold. No one ever answers the phone. I also sent an email asking to have someone call me. It has been 5 days and I have not heard back. I need to speak about a claim/bill. This is the worst customer service I have ever experienced. I am considering sending a snail mail letter.

  Business Response

  Date: 04/11/2025

  Ms. *******, 

  We apologize for the problems you encountered while trying to get through to us with some questions.

  I understand a *************** *** reached out to you and clarified the questions you had about the Explanation of Benefits. We greatly appreciate you giving us the opportunity to reach out and resolve this matter.

  Thanks, 

  Solstice 

• Initial Complaint

  Date:04/02/2025

  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'm filing this complaint on behalf of a deceased family member. Member number of deceased is ES7955538600. Solstice auto charged my credit card for $16.74 on 04/02 for a dental plan that was canceled effective 03/14 (in the ******* Access Marketplace portal). I spent more than an hour on hold on the phone attempting to speak to an agent but was not connected to an agent. Solstice website has no means to un-enroll from auto/easy pay. Solstice needs to refund the amount charged and stop all future auto charges on this account. The site clearly states that member has no benefits (which is correct) but yet Easy Pay status is set to enrolled.

  Business Response

  Date: 04/04/2025

  ****** *******,

  We apologize for your experience with us while trying to resolve the issues with ****** ********* account. We have termed the account as of 3/31/2025 and removed the account from EZ Pay. We have refunded 3 payments to the **** on file: $16.74 paid on 3/12, $8.37 paid on 3/26 and $16.74 paid on 4/2. 

  Again, thank you for your patience. 

  Solstice Benefits
  

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/14/2025

  Type:Billing 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 signed up for Solstice dental under false pretense. They listed my dentist as in network and they are not. I called all dentist s reasonable close to me on their in network list not a single person actually takes their insurance near me. I called customer service the most they will do is credit the future and current month. This is unacceptable I need January and February reimbursement too. This is a scam. They tricked me into signing up. I also need reimbursement for my mileage of my wasted appointment, compensation for all the time I spent on these phone calls, and the cancellation fee charged by the dentist because of their incorrect website.

  Business Response

  Date: 03/18/2025

  Ms. ******, 

  We apologize for your inconvenience while trying to find a provider in your area. Sometimes offices know the plans by a different name so we are taking this opportunity to reach out and re-educate the offices in your area. 

  We have termed your account and refunded the 4 payments on file for a total of $37.32.

  Thank you, 

  Solstice Benefits

  Customer Answer

  Date: 03/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have my whole card and plan number to more than one providers. They still would not accept the plan. 
  
  Sincerely,
  
  ***** ******