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:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On march 24 I deposited a check that was issued by delta dental into my bank and by accident my son deposited into his bank and as a result the check was deducted from my account to cover the check deposited into my sons account but the bank rejected the check now both banks returned the check and delta dental claims check has been cash I have sent them proof both banks rejected the check I had gone to the bank and delta dental spoke with the bank manager and the bank manager explained to delta dental the funds are not in my account and that they should do a stop payment and issue another check but delta dental don’t want to it is now June and delta dental still can’t resolve this issue even tho I’ve given them proof of the banks rejecting the check

  

  Business Response

  Date: 06/20/2025

  I am in receipt of the above. Delta Dental of Virginia issued check number ******** in the amount of $891.32 which was deposited by Mr. ***** and posted 3/24/25. The transaction was completed and funds removed from Delta Dental’s account. We have confirmed that the check cleared and no funds have been returned to Delta Dental.We were made aware by Mr. ***** that the check was deposited twice, by himself and his son, and that both deposits were removed from his account. This was an apparent error made by Mr. ******* bank and will need resolved by them. We cannot issue a stop payment on the check because the funds were not reversed.I’m sorry I couldn’t be of more assistance in this matter.

• Initial Complaint

  Date:05/07/2025

  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've tried to reach out to delta dental numerous times via email with no luck getting anyone to answer the phone about reinstating my insurance.

  

  Business Response

  Date: 05/08/2025

  Please provide additional information such as a policy ID number and date of birth so we can research further.Thank you,***** ****

• Initial Complaint

  Date:02/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/12/24 I saw a new Dentist (to me), ******* ******. I had to see this dentist because my previous two dentist no longer participated with Delta Dental. (Prior to this I saw *********** ********** 4/22/24, and prior to that I saw ******* ******** on 3/16/2023).
  When I saw Dr. ******, I of course was charged a new patient visit fee of $69. Delta Dental refused to cover it because they only cover new patient fees once over a certain period of time (I believe I was told 2-3 years by delta dental). I subsequently had to pay the $69 to the dentist office. I would like delta to adjust the claim and cover it so that the office can refund me. The only reason I had to find a new dentist is because the last two stopped participating with Delta dental. I feel there should be an exception made, as I used the Delta dental website to find Dr. ****** and ensured he was in network, and have had to change dentists multiple times over the past year because no business wants to participate with Dental Dental.

  

  Business Response

  Date: 02/28/2025

  I am in receipt of the above. Benefits in this case are provided by a self-funded group for which Delta Dental of Virginia providesadministrative services only. Our records indicate that procedure code***** on date of service 12/12/24 was denied “Procedure***** is for new patients or established patients who have had a significant change in health condition or have been absent fromactive treatment for 3 or more years. Refer to the limitation section of your dental plan document for more information.” Payment was issued on the cleaning and x-ray on the same claim.Appeals can be submitted in writing to:Delta Dental of Virginia ATTN: Benefit Services — Claims Appeal/Appeals Department

• Initial Complaint

  Date:01/27/2024

  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.

  Went to the Dentist in December. I needed a crown put in. They did the majority of the work and put in a temporary crown. I paid over $600, my copay, and went about my day. I had to return to the dentist last week for the forever crown. While I was leaving, the staff informed me that my company (*******) switched from Delta Dental to Delta Dental of Virginia and now I owe over $6,000!! Delta Dental of Virginia has been absolutely no help.

  

  Business Response

  Date: 01/31/2024

  Delta Dental of Virginia is in receipt of the recent complaint received on January 28, 2024 for Mr. ******* ******. The member can submit a complaint to the following: Consumer Service Section Virginia Bureau of Insurance

• Initial Complaint

  Date:10/30/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing concerning Delta Dental addressing claim ************ for dental services provided to me by my dentist. (letter dated September 18, 2023). According to their letter, I am entitled to all documents, records, and other information relevant to the appeal review; and an explanation of the scientific or clinical basis on which the decision about dental necessity, necessary and customer treatment, and valid need limitations. I have communicated to Delta Dental several times about receiving such documents and they have refused to provided such documents.
  
  Delta Dental's letter noted a “…clinical review by a dental consultant.” I requested a copy of all documents, records, and other relevant material as part of the review by the dental consultant. Again, Delta Dental refused to provide such documents,
  
  Delta Dental's letter stated “This determination is not a recommendation of which treatment should be provided. It is strictly a determination of benefits under the terms of the members benefits plan.” However, later in the document dental necessity is the basis for a determination “…an explanation of the scientific or clinical basis on which we based our decision about dental necessity.” Thus such statements are contradictory. I have asked Delta Dental to clarify whether dental necessity is a basis for a determination of dental benefits. Again, they have refused to reply to my request.
  
  Finally, their letter states “Your dental plan offers a two-level appeal process. When filing for a second level appeal, the request must be received in writing with 60 days from receipt of this determination…”. As I entitled to receive additional information to review their response to my 1st level appeal for subsequent consideration of a second level appeal, I request the deadline for submission of a second level appeal be extended to 60 days from receipt of the requested information above, not 60 days from “receipt of this determination.”

  

  Business Response

  Date: 11/03/2023

  We will respond directly to Mr. ***** regarding her complaint.Sincerely,******* ******Product Filing Analy

  Customer Answer

  Date: 11/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:08/31/2023

  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 had confirmed with Delta Dental that the waiting period for major services for detail work starts June 26, 2023. The billing department of my dentist also confirmed June 26. They are professionals who do this task for a living by calling Delta Dental of VA so that I can start my major dental work on June 26th. The email below from my dentist:
  
  " Good morning Mr. ******,
  Sorry to hear that we just go based on what insurance is telling us. I do remember talking to my staff regarding your case and your waiting period we had done will be over on June 26, 2023. That's why we waited until after this date to do your work."
  
  I went ahead and did a crown based on the fact that Delta Dental will pay for their portion. But, after they received the invoice, they changed their language and I have to wait until December 27th, 2023. I was never told that before.
  
  Delta Dental is not being truthful here. I am requesting that BBB mediate for me to be able to recover the insurance portion of the invoice which is $792.
  
  Thank you!
  
  Best regards,
  
  ***** ******

  

  Business Response

  Date: 09/01/2023

  Please find DDVA's response to this compliant.Thank you*******

  Customer Answer

  Date: 09/01/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The only acceptable response by Delta Dental is the confirmation that the amount of $792 is paid to the dentist as per invoice previously shared.
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 09/06/2023

  Please find DDVA's response to this inquiry attached. 

  Customer Answer

  Date: 09/11/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In the past, we have been unable to resolve the issue via direct communication. Thus, the only acceptable response would be to provide us with the evidence the payment/invoice has been paid and a check mailed to the dentist. 
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 09/19/2023

  Please find DDVA's response attached. *******

  Customer Answer

  Date: 09/19/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Delta Dental has partially paid $96. The total invoice is $792. Delta Dental needs to pay additional $696 in order to fullfill their part of the obligation. I'm sorry to say that the statement that Detal Dental provided "invoice is paid" is not correct. 
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 09/22/2023

  Please find DDVA's response to this complaint.

  Customer Answer

  Date: 09/25/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  No need to contact the VB of Insurance. In addition, If Delta Dental has a question about the invoice and my claim, they can contact the dentist direclty for the supporting documents. Delta dental poor reimbursement practice here borderline deceptive behavior. We don't see a need to go to another organization at this time. We request for our invoice to be paid ($792 - $96 = $696). I have asked my dentist to contact Delta Dental directly to satisfy the documents they need.Regards,
  ***** ******

• Initial Complaint

  Date:05/09/2023

  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.

  In 1-21, 6-15 of 2022, and 2-17, 2-20 of 2023 I obtained dental services from my longtime Dentist Dr. **** **** ****** ** *** ***** **. Delta Dental previously have paid claims from this dentist. But for the above services they refuse to pay. Dr **** is no longer an affiliated provider of DELTA DENTAL. For more than a year Dr. **** have tried to be recognized as a non participating provider, and have talk to DD, send them credential, etc., but DD fails to list him as such in their system( apparently in remorse for his participation exit) Dr still active and with valid license. I have sent claims, five time in the last year and a half, they just discard them without any notification to me or notes on their system. When they are confronted with certified mail delivery confirmation, DD just advise to resend it again, hoping the Dr. **** get listed. In my opinion the Non participating DRs claim process is intentionally corrupted. Finally all theseIclaims were consolidated and submitted on 4-11-23 (they received mail in 4-17-23, but as of today DD says they haven't received. In addition of the evident corrupted process, the delay they have caused may have provoke to part of the claims expire. I need DELTA DENTAL claim department to acknowledge receipt of my claims. To provide accurate information and the ability to correct any error or defect on my claims effectively and without delays that may disqualify a claim

  

  Business Response

  Date: 05/12/2023

  Please see the attached response from DDVA.

  Customer Answer

  Date: 05/15/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Delta Dental response offer to contact me directly shall be a JOKE!! This is exactly what my complaint is about: Delta Dental blurry claim and customer service on the edge of corruption.I have contacted DD more than a dozen times without a removable conversation or resolution to the issue of not paying these claims, and neither denying to paid, or provide a solution to resolve the issue. I had to refile the claims again a again. While the time to claim expiration approaches I filed a complaint on BBB against DD (for assistance in getting my claim pay, which they delay, refuse to pay and have a covered up claim processing, where never they provide the real status of the claim in process, when DD internal procedures are just dismissing them without notice)So now DD says to BBB: Bla, bla, bla, "will response directcly" JA, JA, oh Yeah!!! It is a very good joke!! DD wants the BBB complaint "self-dismissed"But I do not accept this proposition. I believe BBB is the proper forum to force this people to honest business.Please continue to follow up on my complaint to obtain reasonable disclosure of my claim processing details for completion of the claim.Hopefully an open and transparent resolution of this complaint will help Delta Dental become a better business.
  Regards,
  
  **** ******

  

  Business Response

  Date: 05/24/2023

  We have responded directly to Mr. ******.

  Customer Answer

  Date: 05/24/2023

  I have reviewed the response of Delta Dental in reference to complaint ID ********, and have determined that there is no proposed action that would resolve my complaint. 
  This complaint was not resolved.The business is using the same BAD business practices subject of the complaint.  Setting aside my claims, without a coherent customer service, without proper records or notification to claimant, without a reasonable business sound solution, without the opportunity to correct human errors. The business create ambiguity in the procedures and communications, within in their own organization, and conceal the relevant detail of the claim process as to resolve the issue.  This is the practice that is intentionally depriving the proper processing of my claims. I have communicated to the business my concerns, also provided documentation to refute their new "excuse" of Dr **** **** not being active.(documentation that has been previously submitted to DD).I requested them:1-to have their team look further to see what is the specific problem/error and inform it2-if needed, to have their team request any information or documents from Dr. **** to bring him to proper listing and active status as a non participating provider3-That once Dr. **** status is clarified, listed active, allow the re-opening of my claim, received 4-13-23, as to prevent any portion of the claim to expire due to the delay from this issue that may prejudice the claimant.
  
  Regards,
  
  **** ******

• 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 have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Their response did not include a Virginia contact information which could help resolve the issue, it appears they are kicking the can down the road when their first reply to me was "I had to wait until my contract period ended."
  
  Regards,
  
  ***** * ******** **

  

  Business Response

  Date: 02/03/2023

  Please see attached letter.Delta Dental of ********* has reviewed the response from the consumer regarding this
  complaint.
  The individual dental policy the member purchased is underwritten by Delta Dental of
  Virginia. Each Delta Dental member company is self-governing; therefore, they will
  need to contact Delta Dental of Virginia directly. 

  

  Business Response

  Date: 02/08/2023

  Please see attached letter. Delta Dental of ********* has reviewed the response from the consumer regarding this
  complaint.
  The individual dental policy the member purchased is underwritten by Delta Dental of
  Virginia. Each Delta Dental member company is self-governing; therefore, they will
  need to contact Delta Dental of Virginia directly.

  Customer Answer

  Date: 02/08/2023

  I have contacted Delta Dental by email and phone conversation with customer support. I have explained that I'm currently experiencing a financial hardship and cannot afford the continue with the coverage and requested to cancel the policy immediately to prevent a banking overdraft to my banking account. They have refused to help me with this request by saying my contract period ends in October 2023. I need them to stop billing me every month and terminate the policy. My policy I.D. is ***********.

  Customer Answer

  Date: 02/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, I will wait for the business to respond to me as they indicated.
  Regards,
  
  ***** * ******** **