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:05/24/2023

  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 was scammed with a debit card and they will NOT help me in using bank instead..Please help me get results....********,*********************************

  Customer Answer

  Date: 06/04/2023

  [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,
  
  *********************************

• Initial Complaint

  Date:05/11/2023

  Type:Order 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.

  My daughter had orthodontic braces placed on 3/13/23. Our insurance covers ortho care up to $2,500. The patient is to pay for the care up front and then Delta Dental of MA will issue a check to the patient. First claim was denied as they wanted ** to use our other insurance (due to DOB of the insurance holders, Delta Dental of MA goes first). 2nd claim - they decided they will pay for the care but they will reimburse monthly over 12 months if we have an active account. The company needs to pay this out this in full. I have reached out to them approximately 10 times in the last 6 weeks with no resolution. My worry is that if our employer decides to leave Delta Dental of MA and use a different provider then Delta Dental of MA will stop paying once we become inactive; although, they still owe us the money. Delta Dental needs to be held accountable and pay their customers in a timely manner.

  Customer Answer

  Date: 05/21/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 05/23/2023

  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: 06/01/2023

  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 have not received a response from Delta Dental of Massachusetts. I have reached out to the company numerous times and they will not pay out the full amount for the orthodontic coverage. 
  
  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: 06/05/2023

  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: 06/15/2023

  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. 

  Hi, your letter states that you will provide monthly payments up to 12 months only if we are an active member. The service that was provided was during a time when we were (and we still are) an active member of Delta Dental of MA so this should be covered regardless if we are no longer active members after 12/31/23. We have no control if our employer decides to switch dental providers and it would be insurance fraud if you did not reimburse us for costs that we paid for and were covered at the time that we were a member. We paid in full and we will accept 2 things - 1) full payment of what is owed or 2) a letter promising that full payment will be made to us by 12/31/23.  When I currently call in, I talk to the same person each time and I am told that there is only 1 person that handles this and there is no one else to talk to or escalate my call to. I would like to be provided with more contact information on who I can escalate my concerns to. The coverage for a procedure is at the time of service and should have no implication on if a member is still a member 1 year later. I have never received monthly payments from an insurance provider before; I have only received payment in full.
  
  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:04/28/2023

  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.

  I have a a family insurance plan with this provider. My wife, ************, wanted to schedule a new patient diagnostic evaluation and periodontal cleaning if allowed (we were concerned there might be a time period that must be adhered to until another cleaning would be allowed - we wanted to check with Delta Dental to be sure). Our dentist's office, Twin Leaf's Dentistry in Apex, **, called Delta Dental and were told that my wife could get the consultation and cleaning covered if she went to her appointment on 7/7/22 (which was just a couple of weeks short of 3 months since her last cleaning). We were skeptical of what we were told, so my wife and I called Delta Dental ourselves and were told the same thing (that was on a recorded line). We asked her three times just to make absolutely sure. She said a combination of 4 cleanings (general/periodontal) are covered per year, but no specific timeframe in between.So she went to that appointment on 7/7/22. Some 6 weeks later we got the *** from Delta Dental showing that the cleaning wasn't covered (it cost us $161). We called Delta Dental and were told by another customer service rep the same thing in that was wrong. She would put in to get it corrected. Another couple of months went by where we just assumed it was taken care of. We received a letter again from our dentist's office in early Q4 2022 saying we still owed this amount. That led ** to call Delta Dental again, and yet again being told by customer service that was incorrect. Due to character limits here, I will summarize the rest. We were told by four customer service reps in total this was not correct. We filed appeal in late Nov. It took Delta Dental 4 months to respond, and informed ** they told our dental office it wouldn't be covered. They made no mention of our complaint of being told 4 times by their staff this would be covered. They take no accountability for their actions. If their own staff doesn't know their rules, how can we as their patients?

  Business Response

  Date: 05/01/2023

  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:04/24/2023

  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 called Delta Dental on 8/26/22. Customer rep told me that the complete **ray would be free of charge to me. I got the **ray done on 9/1/22 in my dentist office, which is the part of network. I received Explanation of Benefits stating that I had to pay $125.53 for the **ray. I called the Delta Dental on 11/23/22. The rep admitted that I was provided incorrect information on 8/26/22, and recommended to write an appeal letter. I received the decision letter from the Delta Dental dated 1/4/23 stating: "your claim will be processed as a one-time exception, please, allow up to 30 days." Today is 4/24/23 and my dentist office texted me this morning that they had not received the payment of $125.53 from Delta Dental for the complete **ray yet performed on 9/1/22.

  Business Response

  Date: 05/01/2023

  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: 05/01/2023

  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
  Dear BBB representative,
  

  I am enclosing the decision letter I received from Delta Dental regarding my appeal. I have edited crucial dates in the letter for clear understanding of my complaint:
  - date of service September 1, 2022
  - Delta Dental decision letter is dated as January 4, 2023
  - Delta Dental states that my claim will be reprocessed within 30 days; today is May 1, 2023, which is about 118 days since January 4, 2023.
  - my dentist office informed me last week that I might be reported to a collection agency
  - my dentist office sent me a text reminder this morning to pay the disputed amount
  

  Hence, I demand the Delta Dental of Massachusetts to honor their letter from January 4, 2023 and to submit a payment to my dentist office right away.
  
  Regards,
  ****
  

  Business Response

  Date: 05/04/2023

  We apologize on the delay, someone should be reaching out to you today regarding this. Due to HIPPA violations, we are not able to comment any personal information on this site. Thank you.

  Customer Answer

  Date: 05/04/2023

  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
  

  Hi,

  For your information, I do not pick up calls not leaving a voice message and whose numbers I do not recognize. Also, I do not carry my phone all the time at my work.

  I recommend to contact my dentist office, *****************************, at ************ instead.

  Regards,

  ****

   

   

• Initial Complaint

  Date:03/24/2023

  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.

  My refund check was dated 3/11/23. Delta said it was mailed on 3/13 when I called. I was concerned that it had been almost two weeks and I haven't received it. They said I have to wait 30 days to report it. It's odd because most business tell you 10 business days. I have **** Informed Delivery so I know I haven't missed it in the mail. I am convinced that it has not actually been mailed. I need those funds immediately. After doing some research, it is not uncommon for people to wait a month to receive payment. This is unacceptable. Stop giving people false information.

  Business Response

  Date: 03/29/2023

  The check was released on 3/13. It can take up to 30 days to receive. If not received by 4/13, please reach out to the customer service department. I did verify the address the check was mailed to is the same address listed in the complaint. Thank you.

  Customer Answer

  Date: 03/29/2023

  [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. I received the check on March 29.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:03/23/2023

  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 am a provider with Delta Dental of Massachusetts, we have not received bulk checks for our patients outstanding claims. We have called and checks have been issued on specific dates and have not yet received. Can get a live manager to speak too

  Business Response

  Date: 03/29/2023

  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:03/22/2023

  Type:Sales and Advertising 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 pay for my own dental insurance. I am unable to get adequate customer service from ********************************************* to address answer questions about a dental claim I have. I am put on hold for long periods of time with no ability to schedule a call or get a return call from Delta's claims team. My dentist has had similar problems when trying to reach them.

  Business Response

  Date: 03/29/2023

  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: 03/29/2023

  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 # ********.

  I have bills to pay now, not 30 days from now. The fact that I would have to wait up top 30 days for someone to put me in touch with a human being who can resolve my claims issues when I call is a wholly unacceptable insurance and business practice. 

  
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:03/17/2023

  Type:Order 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.

  made a claim on October 20, 2022 for a dental implant that i paid out of pocket $4,025 my insurance provider send the paperwork and i also send it myself. when i got the refund for $298 everything on the claim was wrong the procedure code was incorrect i call to have them fix it and also send the **rays so every time i call their customer service ***** they missing my x rays we have provide those **rays multiple times and every time i call them they says its missing so i have to wait another month. I cant speak with nobody at their claim department its impossible i just want then to fix the issue and send me the correct amount they own me

  Business Response

  Date: 03/29/2023

  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:02/16/2023

  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.

  I don't really know how to address this I have had Delta Dental since Jan 2022 upgraded my plan in November 2022 and have not been able to get any answers to my coverage, waiting period, anything it's like they circle around any one of authority so they don't have to talk to customers. I have had supervisors of the customer care service refuse to come to the phone and talk to me. I finally got a call back from someone but when I called back with the extension she gave they would not connect me to that extension unless I gave them the details of my problem which I have given them at least *********************************************************************************** I was told I had to put in a letter of grievance which I did I have several copies of correspondence with them. I honestly don't know how to resolve my problems if no one will speak to me.

  Business Response

  Date: 03/03/2023

  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:02/14/2023

  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.

  I have filed an appeal and when I calld in to f/u I was infomred "I don't see anything about the appeal" and I am never able to speak to smeone other than *************** and can never speak to a supervisor or someone higher up. I emailed, faxed, and mailed the appeal with tracking and signature as I am accustomed to Delta Dental saying they did not receive things. Aditionally, on another issue I filed a grievance/quality of care issue that is impacting this very claim in October 2022 and have received absolutely no response, am spoken to rudely when I call in for an update, and again told I can speak to no one but customer service and "we don't know anything, this is handled by greivances" but they can't transfer me. I need assistance with getting an appeal responded to and a grievance addressed,

  Business Response

  Date: 03/02/2023

  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: 03/06/2023

  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. 

  Comments: I have fileda grievance in Spetempber that has not been responded to, a complaint to the ********* of ********* which is not responded to, and an appeal that has not been responded to. I am not feeling like 30 days will yield any reposnse either and *** more immediate action on these issues dating back to Spetember 2022.

  
  
  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,

  *****