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:02/08/2023

  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 went to a dental cleaning visit on Dec. 4, 2020, and I paid for the cleaning while my dentist filed a claim to Delta Dental insurance to send me a check if everything was covered. For whatever reason, the date of service was not clearly understood, and Delta Dental approved my claim (#***************) with a listed "service date" of Jan 12, 2021, sending me a check for the full amount I paid ($202.12), which I cashed. The issue came later, after I went to two teeth cleanings in 2021; Delta Dental only covers two cleanings per year, and they then thought I went to three teeth cleanings in 2021, and refused to cover the "third" cleaning on Dec 29, 2021 (claim #***************). So my dentist sent me a bill for that amount. Over several months, I spent hours on the phone with my dentist and Delta Dental figuring out what went wrong. Neither side believed me at first that I had not done anything wrong, but eventually I was able to convince my dentist that somehow, the visit on Dec. 4, 2020 was improperly filed as having occuredon Jan 12, 2021.Today I received a letter from Delta Dental, and they won't make me pay for the "third" visit on Dec. 29, 2021. However, they also now are claiming the check I cashed for a service date of Jan 12, 2021 was invalid, and needs to be repaid ("overpayment refund request" on claim #***************). But that check covered my OOP expenses for the Dec. 4, 2020 visit! In summary, I went to three dental cleanings that should have been covered by my policy between Dec 2020 and Dec 2021, yet due to miscommunication between my dentist and Delta Dental, the latter is now going to squeeze me into paying for one of those visits. None of my phone calls with Delta Dental have been helpful. Delta Dental now has an "overpayment refund request" on my account for $200.12. That request needs to be erased.

  Customer Answer

  Date: 02/19/2023

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

  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:02/08/2023

  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 cancelled our Dental plan from Delta Dental (DD) on November 3, 2022. Despite verbal and email confirmation that the account was closed, DD pulled from autopay $49.60 on Dec 2022, Jan 2023 again Feb 2023. I have had to dispute each charge with my Credit card company. I spoke with my CC company and my only recourse was to dispute each charge. I cant disable the autopay as I dont have an account anymore. I look forward to ending this frustration with a company which is obviously inept. Thank you!

  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 satisfy my issues and/or concerns in reference to complaint #********. Only in the fact, Delta Dental will investigate further.  My attached PDF shows they are looking for payment for my husband, *********************** who was enrolled in the same account/payment method, my credit card.

  The letter shows I am NOT anymore enrolled in autopay, it also says I can sign into my account which I dont have anymore.  I am however, happy that no money has been pulled from my credit card as of today, March 6, 2023.

  Thank you so much from the BBB, I have never used this agency.  I am very satisfied with your follow up!!

  Regards,
  
  *****************************

• Initial Complaint

  Date:02/06/2023

  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.

  My Delta Dental claim for an implant and abutment due to a severely cracked tooth was denied and the reasons keep changing and all are false. I am supposed to receive a 50% benefit and think that they just keep finding reasons to deny the claims after being a member with my family for many decades. Further, I have had absolutely zero communications from them through this entire process. Nothing about the claims, the benefits, the rationale, nothing. I even reached out the *** ***************************, and still no response. The only time I have heard what is going on was by calling myself, and being on hold for several hours total, and from calling my providers for what they heard.

  Business Response

  Date: 02/13/2023

  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: 02/13/2023

  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 don't accept that because I have had no emails, no mail, no calls, no response from the in years.  And I have been a loyal customer for decades.  Also, I am looking for answers not delays in answering again 

• Initial Complaint

  Date:02/01/2023

  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.

  to whom it may concern I purchase a dental plan fro Delta Dental on January 30 2023 due to myself being out of work due to a work related injury and on Workmans comp and that I needed to have surgery so I had to pick up a new plan temporary cause my I am not getting paid thru my employer so they paused my benefits The representative on the phone stated and quoted me that she would get the effective date to be February 1 2023 so I can have some dental procedures done that was emergent and could not wait well that was not the case come to find out its not effective until march ***** .I still went tooth Dentists and had to pay out of pocket $979.00 for a person who is on Workmans comp that's a lot with no help from the insurance that I just purchased for ***** a month . I need your Help just to get effective date to be February 1 2023 and not March 1 PS in all my life I always have had Delta Dental and one time I need them to change a date they can't all they can do is say say we can't do that but thanks for your payment .all I want is for my insurance to be applied and so I can get some money taken off so its not so much of a burden on my pay that I don't much from WC Thanks *************************

  Customer Answer

  Date: 02/12/2023

  
  
  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. Delta Dental of Massachusetts has back dated my Dental insurance to February 1 2023 . Thank You very Much 

   

  Complaint is resolved 

  
  
  Regards,
  
  *************************

   

• Initial Complaint

  Date:01/24/2023

  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 owed $68.89 payments for the months of June and July of 2022, and then I received an e-mail that my coverage was terminated effective 07/31/22. So I called Delta in November and they told me to send in a payment of $68.89 to reinstate my coverage, which made sense. I even went into my bank statements for the whole year to verify. So I sent in my payment and my coverage was reinstated. Now I owe a payment of $344.45. Its stating in my Account, that it is for coverage from August through the end of the year and I didn't even have coverage at that time. So then the ****************** told me that I was misinformed by ***************** and actually a sent me a schedule of my payments which equals the amount that I actually should have paid through 07/31/22. If you don't want to deal with this completely incompetent billing system, don't get dental coverage through Delta Dental.

  Customer Answer

  Date: 02/04/2023

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

  Business Response

  Date: 02/13/2023

  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:01/09/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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 very disappointed in the service I have received from Delta Dental. I have been having trouble getting a claim paid and I need help getting this issue resolved. I was interested in getting aligners from ****************** and called Delta Dental to see what the process would be and if it was covered. When I spoke to the representative she let me know that the aligners were covered 100% and all I had to do was pay upfront and I would be reimbursed. I specifically asked if ***************** was covered and she said yes because my dental plan pays for aligners. I did what i was told and I paid $1,650 to ***************** and then submitted my claim. I have submitted my claim 3 different times to be paid and it has been denied each time. Today I received certified mail that my claim will not be paid because benefits are only payable for services performed by a licensed dentist that monitors the patient in person. The Orthodontist that approved my aligners, ***********************, is on Delta Dentals list of providers but because I'm not in person they will not reimburse me. I am completely livid as I specifically asked if I would be able to get aligners from ***************** and was told yes it was covered 100% by a representative. Had she given me the correct information I would not have paid out $1,650 to that company. They need to make this right because I called BEFORE putting money up for these aligners and Delta Dental needs to stand by the information the rep gave me, as well as train their reps to have better knowledge of what is available to customers.

  Business Response

  Date: 01/12/2023

  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: 03/09/2023

  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 haven t heard anything from them

   

  *****

   

   

  Business Response

  Date: 03/14/2023

  This complaint is still being looked into. A response letter will be mailed within the next few days.

  Customer Answer

  Date: 04/11/2023

  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. 

  Im following up about this case because the last I heard from delta dental, they said the needed more time and that was over a month ago.  

• Initial Complaint

  Date:01/04/2023

  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.

  On January 3, 2023 I placed a call to Deltal Dental of Massachusetts to cancel my Dental Insurance, effective immediately. At 8am on January 3, 2023, I spoke with an agent, who informed me that I would need to cancel via their web portal. I told the agent I could not access the portal, as they never set me up to do so. I then called back, spoke to a different agent, who assured me she was sending a cancelation request to customer relations. Six hours later, after receiving no email of termination of insurance, I called back. This agent informed me that I would need to email enrollment and request cancelation. I sent an email to both enrollment services and customer relations to terminate my insurance, effective immediately, and informed them that they no longer had my consent to bill my credit card for any services. I still got no response. This morning, January 4, 2023, I called Delta Dental of Massachusetts, again, for the 4th time, to get the status of my cancelation. I was informed by the agent, ***** (ref #************) that she was sending a follow up email to member enrollment to make sure my policy was terminated, per my multiple requests, that have been ignored.I have contacted my bank and plan to file a stop payment on that account, because they seemingly do not want to cancel my insurance nor reimburse the charge of $110.03, that I was charged the day of cancelation. My member ID for ********************** is #RB6122935461647801. I do not feel that any customer should have to go through this, just to cancel something they pay for. After these incidents and reading online reviews, this appears to be a common occurrence with Delta Dental of Massachusetts.

  Business Response

  Date: 01/12/2023

  Due to the personal information that *** be included in a resolution to your complaint, we will respond to this via a letter sent in the mail. We will send a letter within 30 days. I do show your policy is cancelled as of 1/3/2023.

  Thank you.

• Initial Complaint

  Date:12/16/2022

  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 had to get individual Dental plan so could go to my dentist they accepted Delta dental. I opted & bought the Delta dental Premeire plan for $49. a month Sept of this year, Had to wait 30 days to use it - had appointment for Dec 16 which I made back when got insurance. was the soonest appointment i could get. Have been walking around in pain with broken ************* that broke -- in any event was set up to come out of my bank account which it did. Then today, DEC 16th!!! i get notified by my dentist office that my Dental insurance was terminated and had to pay out of pocket ($500) since no insurance. I called Delta Dental MA and they could not care less. did nothing to try to remedy or correct situation turns out they cancelled in in October with no notice , no call or letter or email or anything! had no idea til notified today?!?!? asked to speak to supervisor or manager- would not do kept putting me on hold then just said oh well was nothing they could do!! and furthermore if they did cancel my insurance why in the h*** did they keep withdrawing money from my account??? If my insurance cancelled in October as they claim, why did November , ETC very unscrupulous and would like some sort of action taken .. most likely happening to others. I saw on complaint board when i was filling this out there were numerous issues like this. I have also filed a complaint with Massachusetts Attorney general office.

  Business Response

  Date: 01/03/2023

  As the administrator of dental benefits, we are committed to the privacy and security of patient information. As such, we will provide a response directly to the member regarding his/her complaint.

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had this Delta dental insurance for the last 5 years, and this is my first root canal in the last 5 years. I had a root canal for my tooth number 30.Based on my benefits, the dental plan pays 80% of the procedure expenses. However, insurance has made an adjustment on claim D3330, and I have to pay $153 more because of their processing policy code 637, which says, "Payment made for a pulpotomy within 90 days has been deducted from the final root canal therapy since this is considered one inclusive procedure." *** insurance has made me responsible for paying the amount paid on claim code D3221. Basically, from my understanding, they mean I cannot have a pulpotomy and root canal on the same tooth within 90 days since the pulpotomy is typically used instead of a root canal. I believe they need to determine the use of the pulpotomy. I contacted the dentist (**************), and he said this is the first time he has heard that they do not accept it. He said he has already followed the American Dental Association Codes, and Delta Dental Insurance should pay its portion. We need to contact them and find a way to get our money.P.S. Attached are copies of the processed claims.

  Customer Answer

  Date: 12/16/2022

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

• Initial Complaint

  Date:12/05/2022

  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.

  *********** DOB: 01/29/1988 ************************************************************ Subscriber ID: ********* Group No: ********** RE: When will my reimbursement check be issued??Attention: ******************* Delta Dental of MA,I was extremely dissatisfied with your customer service experience because DDMA continuously ignored my request for a resolution to my approved appeal. I was given wrong information regarding orthodontal coverage by your customer service representative in Feb 2022. I then appealed to your grievance department, the appeal was approved, and I received a decision dated August 5, 2022, from ************************* of your appeal department. In the letter (attached), it says "both you and your dentist will receive a revised EOBs as a one-time exception, that indicates the payment to the dental office as well as the member co-payment within **** business days". To this day, even after I have contacted you many times for an update on the case, I have not received any updated EOBs regarding the claim. I called you several times on 10/27/2022 (ref # ************), 11/9/2022 (ref # ************), 11/14/2022 (ref # ************), 11/16/2022 (ref # ************). For each call, I was told that you escalated my case, and your appeal department is actively working it. But I have yet to see any sign that my case is being taken care of. It has been more than three months since my appeal being approved. The length of the delay becomes unreasonable: even if consider possible backups. When will DDMA take its action as promised in this letter? When will DDMA make the reimbursement payment? I found it extremely unprofessional for an institution like DDMA to only make empty promises but not put into action. It undermines the credibility of your company. Every time, you said you have forwarded the request to management and will give me an update soon, which never happens. It seems clear that your leadership is intentionally ignoring the case. If your strategy is to hide and drag this thing indefinitely into future, I will let anyone I know, that DDMA is not to be trusted. ***********

  Customer Answer

  Date: 12/19/2022

  I have not heard from the business in response to my complaint. I have been trying to contact the business directly, but yet to see any meaningful action from their side. Delta Dental of Massachusetts has extremely poor customer service and has little respect to their customers. I advise anyone who is looking for a dental insurance to stay away from them! Simply terrible!

  Business Response

  Date: 01/03/2023

  As the administrator of dental benefits, we are committed to the privacy and security of patient information. As such, we will provide a response directly to the member regarding his/her complaint.