Complaints

This profile includes complaints for Dominion National's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dominion National

  251 18th St South, Ste 900 Arlington, VA 22202-3543

• 

  Dominion National

  110 N Royal St # 405 Alexandria, VA 22314-3274

• 

  Dominion National

  115 S Union St Ste 300 Alexandria, VA 22314-3362

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:06/05/2025

  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 am writing on behalf of Ocotillo Dental Care to request guidance and potentially file a formal complaint regarding significant delays and administrative failures in the credentialing process with Dominion National, which impacts our participation in ********** Blue Shield (BCBS) dental networks.We submitted our credentialing application to Dominion National on October 28, 2024 (*****************************************************************)After several months of follow-ups and resubmissions, Dominion finally responded in February 2025, requesting a handwritten signature on the packet, despite the presence of an authorized electronic signature in the appropriate section. This delay raised immediate concerns about their credentialing practices.Beginning in February, we communicated regularly with Dominion customer service representative ********* ********(**************************************************************) . Despite ongoing contact, our credentialing was still not completed. As a result, we began sending physical letters directly to BCBS (whom Dominion credentials for). When we contacted **** customer service, we were informed that our packet had only been submitted by Dominion that same daymonths after our original submission.We then escalated the issue to ****** ****** ************************************* Dominions Director, who acknowledged staff turnover and oversight on their part, even commenting that you arent the only ones experiencing these problems. We requested a retroactive effective date to reflect a standard processing timeline of approximately six weeks after the original submission. ****** initially expressed willingness to help process outstanding claims and support a retroactive date, but later rescinded this offer and confirmed a credentialing effective date of March 15, 2025.Upon further escalation with BCBS, we learned that Dominion had failed to complete credentialing for other **** plans, including BCBS of *******, and BCBS advised that they would be looking( continued on attachment)

• Initial Complaint

  Date:04/08/2025

  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.

  in an attempt to get n Estimation of Benefits from provider, both the dental office and myself faxed and mailed Proposed Treatment Plan to Dominion within the past 6 weeks. I made serveral phone calls inquiring if I could get the **** Dominion says they never received them. I find it very hard to believe. I have asked to expedite my case and/or speak to a supervisor with no success.

• Initial Complaint

  Date:04/01/2025

  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 been paying for Dominion National's dental insurance for ****************************************************************************** their system incorrectly, but even with multiple calls, emails, and documents mailed from the dental office to correct the issue, Dominion refuses to do so and continues to deny all claims. I would like all of my premiums refunded.

• Initial Complaint

  Date:01/30/2025

  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.

  This is a dental insurance company. I work in the dental field, specifically with insurance. Whenever I call Dominion National at ************ to speak to a representative regarding claims and payments, I get treated horribly and never get help. When I ask to speak with a supervisor, I am told that Dominion National does not have supervisors or escalate call. I normally spend about an hour on hold and speaking to representatives. The representatives have given me fake names, references numbers and there have been instances where they do not document the call, which is illegal in medical insurance professionals. The representatives at Dominion National are unable to fax claims, or understand how to do the job. Our medical practice is hurting from this because we have no payments to put in our system because they are refusing to send claim details.

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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.

  Domion National was our family's dental insurance company for 2024. In 2025 we elected to go with another provider. When we started with Dominion National in 2024 I set up an auto pay to manage our monthly premiums which happen on the first business day of the month. Our final payment was to be in December 2024. In January we still received invoices for their services and the monthly charge ($105.84) was deducted on January 1, 2025. When I called to get this refunded and to confirm we were no longer insured by them, they confirmed (via phone) that we were no longer members but could provide me with no way to cancel the auto payment or issue a refund (which they agreed they owed me). They transferred me to the ************************** which politely told me they do not have anything to do with insurance billing (which is true). The *** instructed me to speak with a supervisor and call them in if necessary. When I called Dominion National back, they directed me to their website which does not have any billing links. (I asked for guidance on where to find it. They could not provide me with it). I asked to speak with a supervisor and was told there was no one to escalate things to. When I asked to be transferred to their billing department they told me there was no billing department. I have received a February invoice for $105.84 which I do not intend to pay. I have since disputed the change with my credit card company and have had a new card issue to avoid future payments. However, I have no way to get this resolved in an amicable manner. I feel the way they are conducting business needs to be escalated.

• Initial Complaint

  Date:01/03/2025

  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 received an invoice for Dental insurance and thought this was whom I signed up with and went to create an account and set up auto payment. Well then I received my real insurance card and noticed my dental was not with the company. I tried to log back in and cancel auto payment and portal could not find my account nor email address. Thank you goodness I was able to login on my phone but then didn't give me the option to edit billing. I called they stated to clear ****** then on phone turn horizontal and said I would have to login to cancel auto payment they could not cancel over phone and then talked to team and kept me on hold and never came back. I ended up having to uncheck do not track on safaria app login back in and was able to cancel Dominion Dental Services, Inc. d/b/a Dominion National

• Initial Complaint

  Date:12/21/2024

  Type:Sales and Advertising 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 paid this company for 12 months without any services rendered. They kept sending me on wild goose chases to find a provider that took this insurance. I went to four different dentists referred by Dominion National claiming that they were in network. I would make an appointment that usually had to be 4-8 weeks out because of the designated dentist's availability. I would be assured that they took my insurance. By the time I would get there, the dentist's office claimed that their contract expired. I would call Dominion National and the cycle would start over. This happened over the course of 2024. I finally decided to cancel them in October of 2024. They told me that the account was canceled, but I continued to get charged in November. I called again and they gave me different instructions for canceling. I followed those instructions and they charged me again in December. This company stole premium payments, sent me to dentists they no longer had contractions with, and gave me misleading information for canceling my policy.

• Initial Complaint

  Date:09/24/2024

  Type:Sales and Advertising 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 had dental insurance with Dominion National. I last wrote them a check for $37.48 which they cashed on 23 February 2024. Today I went to my dentist, ************** of *******************, and I was told that Dominion Dental had canceled my coverage 1 January 2024. I went to the Dominion website and found that ************** still was listed as my provider. When I refreshed the page, all the information about my account vanished. I called Dominion's toll-free number, but nobody answered. My member # is ******* I would like a refund of $37.48 from Dominion.

• Initial Complaint

  Date:06/13/2024

  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.

  Dominion National (Dental insurance) has owed me $62 overpayment since November. In March 2024, I received a letter from Dominion National asking me to provide them my new address, which I did and at my own expense I faxed back. Now they're telling me they can't find the fax.When I called a couple days ago, I was asked for my new address information again because it had not been put in from when I faxed it in March. I gave it to the representative and called back the next day to confirm it had been put in correctly and it had not been put in.Every time I call it's 10 more days 10 more days 10 more days. I would like my overpayment back. And to let others know what kind of company that they're dealing with. Spoke Nea, supposedly a manager.

  Business Response

  Date: 06/25/2024

  To Whom It May ********

  Dominion has concluded its investigation into this matter and will issue a response directly to the consumer in accordance with Dominions established Complaint Procedures. The response will be mailed on 6/25/2024. The Consumer should allow 7-10 days to receive the correspondence. 
  
  If we can be of further assistance, or if you or the consumer have any questions regarding this matter, please contact our *************************** toll-free at ************, Monday-Friday,between 7:30am and 6pm. 

  Thank you

  Business Response

  Date: 07/01/2024

  Hello,

  We appreciate you bringing the complaint to our attention; however, it is unclear how the Better Business Bureau shares complaint information with the public, therefore we respond directly to the complainant in accordance with Dominion's complaint procedures.

  If the consumer has any further questions regarding this matter or if we can be of further assistance to you, please contact our *************************** toll-free at ************, Monday Friday, between 7:30am and 6pm.

  Thank you

  Business Response

  Date: 07/11/2024

  Hello - Dominion previously responded to your inquiry to advise that the matter was resolved directly with the consumer. A written response was mailed on 6/26/2024 advising that a new check was issued to the consumer on 06/25/2024 in the amount of $62.26. If you have any further questions regarding this matter or if we can be of further assistance to you, please contact our *************************** toll-free at ************, Monday Friday, between 7:30am and 6pm. Thank you
  

• Initial Complaint

  Date:04/01/2024

  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 chose dominion national for dental insurance beginning 2023 through Healthcare.gov. While I could complain about the actual coverage itself being horrible and defying on paper, (I go to an out-of-network dentist and dominion states boldly that it covers 90% of OON dentists... once you get into the fine print it's really only about 20% with their limits of coverage per service) I could have looked deeper into the paperwork to discover that before taking them as insurers. The bigger issue is that they randomly added my husband to the plan unbeknownst to me, and since I had autopay on, I didn't notice that my premium doubled for 4 months. After multiple phone calls back and forth from HC.gov and Dominion, this was resolved. Not only did it take multiple phone calls, there were several instances where I would be randomly hung up on and when I would try to call back, my call would get dropped... coincidently, when I called back with a restricted number (*67) my call would be answered? Extremely frustrating and feels very fraudulent. Next, my coverage was supposed to end 12/31/2023 but a mistake was made by HC.gov with auto reenrolling, this was escalated and resolved by being retro dated on their end which was supposed to ensure that I received a refund for charges by Dominion made *** and Feb in 2024. When I called Dominion to receive this refund, they said they would refund the money to the card charged (they never did but they did cancel my autopay). As of today 4/1/2024 I still have not received a refund for *** and Feb and THEY randomly sent me a NEW BENEFITS SUMMARY WITH NEW CARDS AND CHARGED ME FOR ****** Is it even okay for a business to reinstate autopay without your knowledge? Dominion seems to think so. I called to ask how they reactivated my coverage and they sent me to HC.gov. HC.gov says it's impossible to have dental coverage through the marketplace without Medical coverage, which I do not have as I am covered by my employer. The issues just continue.

  Business Response

  Date: 04/18/2024

  To Whom It May *******
  
  This email is to serve as acknowledgement of your inquiry.  We will conduct a thorough investigation into this matter and respond directly to the consumer in accordance with Dominions established Complaint Procedures.
  
  If we can be of further assistance, or if you have any questions regarding this matter, please contact our *************************** toll-free at ************, Monday-Friday,between 7:30am and 6pm.
  
  Sincerely,
  
  
  Dominion National
  Grievances and Appeals Team
  
  We Work For Your Benefit