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DentaQuest complaints

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465 Medford Street
Boston, MA 02129 | Get Directions

(800) 417-7140

http://www.dentaquest.com

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Total Amount in Dispute:
$1,114.00

Total Amount Settled:
$0.00

Complaint Experience

33%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

3 complaints against DentaQuest closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
2	Unanswered

3 complaints against DentaQuest

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1/10/2023

RESPONSE: Complaint was not answered Amount in Dispute: $763.00 Amount Settled: $0.00

Customer Complaint

12/15/2022

My insurance is a roll over account, annually. My dentist submitted my claim in a timely manner as we were informed. I was told since it is a roll over account, there is no waiting period for submitting a claim. Service was rendered to me January 2021, The claim was submitted in January, the company is saying the claim should have been submitted in October 2021 and is refusing to pay the claim. I am seeking resolution on this matter. Resolution Sought I would like Dental Trust to pay to Bryant dental, the sum of the claim.

12/22/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1.00 Amount Settled: $0.00

Customer Complaint

11/9/2022

My daughter is 3yrs old and in a severe amount of pain & unable to eat. I took her to a provider who gave us a referral for her to see a pediatric oral surgeon cause she needs to have a few broken teeth removed & do to her small age she has to be put under 100 full sedation. For 2.5 months I have called dentaquest every other day cause they have no one under their plan who can perform this service. So they told me to file an emergency request to receive authorization for her to see one outside of the network. I have now filed this request 2 dozen times, filed 3 complaints & tried calling their Corp office constantly being told to just file yet another emergency request. She has been unable to eat solid for over 2 months, she has lost 8lbs & is now extremely sick cause the pediatricians are now saying she no longer has the strength to fight off anything due to being severely malnourished. My daughter will die if they keep refusing to give me this authorization cause I am on disability unable to find an oral surgeon who will take payments. Please help me before it's to late. Resolution Sought Get a authorization

Company Response

12/12/2022

We received your report about this member and the guardian's concerns about finding an office in the area. We had sent a letter to the guardian back on 12/09/2022. Another letter was sent today with an additional office option. We strive to provide general dental offices within 45 miles of members. In this case the guardian is looking for a specialist. In these cases we strive to provide options within 65 miles. The options in these letters meet that mileage requirement.

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