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Business Profile

Dental Insurance

DentaQuest Group, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dental Insurance.

Complaints

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

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DentaQuest Group, Inc. has 5 locations, listed below.

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    Customer Complaints Summary

    • 155 total complaints in the last 3 years.
    • 63 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/04/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 a tooth extracted and currently have a ******** HMO PLAN that COVERS $3,000 worth of dental cost however I was the one who had to pay 860 at my most recent dental visit I called ******** spoke to a *** and was informed dentaquest wasnt answering tried to get reimbursed ******** has them as 3rd party I would like to be reimbursed. This was notated on my account on 11/4/2024 at 2:07 by a ******** agent as well

      Business Response

      Date: 11/05/2024

      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: 11/05/2024

      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 AM NOT SATISFIED UNTIL I GET MY FULL REFUND 

      [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: 11/08/2024

      Thank you for reaching out. We need to research the complaint, and a response will be sent as soon as possible. We have sent your complaint to your health plan as we are not delegated.  

      Customer Answer

      Date: 11/12/2024

      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.]

       

      I was told by your company my claim was submitted and I was being reimbursed now Im being told another thing 

      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:10/25/2024

      Type:Billing Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:10/23/2024

      Type:Billing Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:10/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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 Answer

      Date: 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

      Date: 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

      Date:10/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Denta quest is denying my right to appeal their decisions. They sent me three notices that says i have a right to appeal but when I called them they asked me for all kinds of numbers that are not included in the letter and then acted as if they didnt know what i was talking about and refused to let me speak to a supervisor. Dentaquest also told me previously that they couldnt even find me in their records which is a lie. Dentaquest is making the appeal process difficul;t for minorities and people of color with limited resources and doesnt care about it's members only saving money.

      Business Response

      Date: 10/21/2024

      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: 10/21/2024

      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.]

      I asked the business to contact me NOT by email. This is EXACTLY how dentaquest tries to block our ability to file and win appeals by making it extremely difficult for us. Dentaquest knows that poor black people with ****** illnesses do not have the resources or skills to navigate the appeals process electronically so they 1. refuse to help over the phone (which is required) and they refuse to contact poor black people back until the appeals process has expired. This is a malicious, intentional and deliberate attempt to save their own company money and embarrassment at the expense of their customers while they keep big profits for their executives and we (poor sick black people) suffer physically, mentally, and emotionally until we receive no service at all and our medical conditions worsen or even worse we die.

      I would ask the BBB to guide me to a federal or state agency to have this company investigated for not only their bad business practices, but their deliberate malicious intent to cause permanent damage to the health of their minority sick patients in order for them to save money. I want dentaquest NOT to receive any federal or state funding because of their actions.
      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,

      Marcus

       

       

      Business Response

      Date: 10/29/2024

      Thank you for reaching out. We need to research the complaint, and a response will be sent as soon as possible.

      Customer Answer

      Date: 10/30/2024

      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.

       

      Dentaquest has refused to contact me at all. They are refusing my right to appeal their decisions so they can save money again ignoring the basic car of minorities. This action is intentional, deliberate and malicious.

      They have not called me and when i called them they stated they couldnt even find my name in their system. Dentaquest is racist, and against minorities which is shown here by their discriminating business practices.

      No One should use dentaquesy and i ask the BBB to post this comment so others can get proper care from another company



      FAQ

      Regards,

      ******

       

       

    • Initial Complaint

      Date:10/09/2024

      Type:Product Issues
      Status:
      Answered
      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 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 payments

      Business Response

      Date: 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

      Date:10/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:10/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 paid late on or before August 12th (but not too late according to the communication I had) and my payment was accepted (and is still in possession of the insurance company). Soon after, I received a cancellation notice. I have been on calls and am being told the insurance cannot be reinstated. But I paid *before* getting cancelled and they *accepted* the payment.

      Business Response

      Date: 10/04/2024

      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: 10/05/2024

      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.]

      The response is just an automated response acknowledging receipt of the complaint; it does not address the actual complaint. 
      Did I mention in my original complaint that they still have the money I paid on or before August 12th? Also, if it's "the system" and nothing can be done to reinstate my policy, why was the system capable of accepting my payment when my policy was supposedly already cancelled?

      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: 10/17/2024

      Thank you for reaching out. We need to research the complaint and a response will be sent as soon as possible.

      Customer Answer

      Date: 10/17/2024

      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. 

      The response is only an acknowledgment of the issue, no offer of a solution or anything, hence, my complaint is not resolved. 

      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: 10/29/2024

      Thank you for reaching out. We need to research the complaint, and a response will be sent as soon as possible.

      Customer Answer

      Date: 10/30/2024

      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:10/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:09/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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.

    DentaQuest Group, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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