Complaints

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

close

Find a Location

MCNA Dental Plans has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  MCNA Dental Plans

  200 NW 62nd St Ste 500 Fort Lauderdale, FL 33309-2338

• 

  MCNA Dental Plans

  3100 SW 145th Ave Ste 200 Hollywood, FL 33027-6609

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:04/04/2025

  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.

  Our dentist told us my son needed braces. Mcna dental sent us to an ************ 2 hours away. When we got there they told us they don't take mcna dental but that my son absolutely medically needed braces. A few weeks later we were sent to a different ************, we were told mcna wont accept his xray he got 2 weeks ago at the first ************ so we had to be sent to another office an hour and a half away the next day to get xrays. The new ************ said he medically needed braces. Then mcna denied his claim for braces. I filed an appeal, they told me I had 30 days, I sent in an email from the dentist and the original ************s notes. But they denied the appeal before the 30 days were up or before they even got my letter of the first ************s notes. They stated mcna has their own ************ working in the claims department and they decided he didn't need braces even though 3 different professional dentists and ************s agreed he did. My son missed many days of school, I missed work, and wasted a lot of gas in driving. Why send us on this wild goosechase just to be denied? Just say you don't cover braces and quit wasting customers time.

  Business Response

  Date: 04/09/2025

  Based on ***** review of the complaint, the call notes in the members record do not indicate the member was referred to an out-of-network orthodontist that was 2 hours away, prior to the members visit to Dr. ***** and Spencers office. MCNA received an appeal for the denial of Comprehensive Orthodontic Treatment on January 31, 2025.  On February 3, 2025, our Grievance and Appeals team reached out to the providers office and complainant to request additional information that may assist with the appeal process.  On that same day, we received additional information from the complainant.  Upon receipt of the information, the appeal was reviewed for medical necessity based on MCNAs utilization review guidelines, by a **** Clinical Reviewer, a licensed dentist.  Based on review, the members condition did not meet the clinical criteria for orthodontics.  As outlined on page 7 of the Member Handbook, Covered Benefits and Services section, Orthodontics are covered for members under the age of 21, but they must be medically necessary.  Our Grievances and Appeals team resolved the appeal within the timeframe required by state and federal requirements, and in compliance with the Appeals Process on pg. 22 of the Members Handbook.  It states, after we receive a members request for an appeal (except expedited appeals), a resolution letter with our determination is sent to the member within 30 days from the day we receive the appeal.   

  MCNA is not a commercial plan. **** is contracted by the ************************************************* (***) and is required to administer the plan benefits based on the requirements provided by ********* 

• Initial Complaint

  Date:01/23/2024

  Type:Customer Service 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.

  DEAR BETTER BUSINESS BUREAU IM CONTACTING BBB TODAY BECAUSE IM HAVING PROBLEM ISSUES WITH & BUSINESS COMPANY GOES BY THE NAME OF MCNA DENTAL ASLO I CAN INCLUDE MORE IMFORMATION ABOUT MCNA DENTAL MCNA DENTAL PLAN MEMBER RECIEVE NOTICE CLAIM IN THE MAIL CLAIM NUMBER ************* MEMBER ID NUMBER ********** DESCRIPTION OF SERVICES PROVIDED TO MCNA DENTAL PLAN MEMBER CLIENT TOPICAL APPLICATION OF FLUORIDE EXCLUDINNG VARNISH SUBMITTED CLAIM CHARGES ***** DENIAL CODE 119 DENIAL REASON YOU CAN ONLY HAVE THIS SERVICE ONCE EVERY 12 MONTHS MCNA DENTAL PLAN MEMBER HAVING PROBLEM ISSUES WITH MCNA DENTAL INSURANCE PLAN PAYING FOR HIS DENTAL HEALTHCARE NEEDS MCNA DENTAL PLAN MEMBER BEEN HAVING PROBLEM ISSUES TRYING TO FIND & DENTIST WHO ACCEPT MCNA DENTAL PLAN DENTAL INSURANCE BENEFITS COVERAGE IN HIS AREA MCNA DENTAL PLAN MEMBER CLIENT HAVING PROBLEM ISSUES WITH MCNA DENTAL PAYING ALL OF HIS RECENT DENTAL CLAIM COVERAGE WHEN HE TRYING TO SEE GENERAL DENTIST

  Business Response

  Date: 01/31/2024

  **** denied the reimbursement for the fluoride received on September 21, 2023,because coverage for that procedure is limited to once in a ************************************************************ the provider manual.  The member received fluoride on April 13,2023, at ******** Dental.  While MCNA denied payment of the Fluoride treatment to the dentist, neither MCNA nor the dentist office sent a bill to the member for the fluoride treatment.
  
  Regarding trouble finding an MCNA dentist, the member has been treated at multiple MCNA dentists each year since joining MCNA Dental in 2018.Furthermore, we have claims on file from three different dentist offices in 2023, the most recent being September 21, 2023.  MCNA member services has, and continues, to assist ******************** each time he calls, including most recently on January 22 and 23, 2024.  

  Customer Answer

  Date: 02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/06/2023

  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.

  There is not a single provider within a 20-mile radius that will accept an appointment with this insurance. Even the dentist that I have been using for 2 years will no longer take patients with MCNA. (The office is ********* ***************************************** ************************************************************************************* for reference). The list of providers on your website is completely fictitious....which makes this insurance unusable.

  Business Response

  Date: 05/17/2023

  A representative from MCNAs Care Connections Department contacted Authorized Representative (AR) *********************;********** regarding her complaint to BBB, in which she stated her inability to find a dental provider for members, ***************************** and ****************************** ******** Connections representative apologized for her experience and advised that although **** makes every effort to update and maintain an accurate provider directory, providers and their facilities are responsible to communicate their intentions to disassociate themselves from the plan.  She accepted the explanation, stated that she understood and requested assistance with finding another facility.  ******** Connections representative located ************************* Dental, located at ************************************************************.  This facility is booking new patient appointments in July.  Ms. ********** was satisfied.

  
  

• Initial Complaint

  Date:02/02/2023

  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.

  My daughter is a member of the **** MCNA dental program. Twice now **** has denied 2 separate claims sent by my daughters primary provider in order to proceed with treatment. The first reason for denial was "incorrect" tooth number on 2 separate teeth that are needing extractions. The dental provider submitted a new claim and it was also denied because my daughter is in between a certain age range and needs a sealant on this tooth and the dental radiographs are not labeled L or R and they want a better x-ray. They are just wasting my time now and its apparent that they do not care for their members in the manner they advertise. It is advertised on their website that extractions are covered when medically necessary but that is a lie apparently. Why would a dentist apply sealant to a tooth with chunks missing out of it? Thats insane. Also I have never received an ID card even after sitting on hold for 25 minutes so that I could request one only to speak to someone with a heavy foreign accent that was difficult to understand. I want MCNA to stop wasting my time, approve the claims submitted and to offer the type of care they advertise. I think that I will be filing a complaint with the **** as well.

  Business Response

  Date: 02/20/2023

  Ms. ******* dentist submitted a Prior-Authorization request to extract two teeth from her child. **** received the first request on 20 January 2023 and denied with the reason that it appeared that the incorrect tooth numbers were submitted, based on the x-ray provided. The dentist resubmitted the Prior-Authorization on 31 January 2023; MCNA requested a better x-ray (diagnostic quality), to be able to make a medical necessity determination for one of the teeth and denied the other for not being Medically Necessary. ******** does not pay for elective procedures, only Medically Necessary services.  We have an appeal for the services that were denied for not meeting our clinical critieria.  We have also  not received corrected tooth numbers or a better x-ray, as requested to re-evaluate the requested services.
  
  Regarding the ** cards, we include an ** card in our Welcome Packet which is sent to all members upon being enrolled with MCNA by the state ******** agency. For any ** card request, we offer to explain the digital options because they give the card holder immediate and easy access to their ** card. On 12 Jan 2023, Ms. ***** called and requested an ** card, we submitted the request to send a new ** card and informed her it would take **** business days to receive the hard copy in the mail. 
  
  We attempted to call Ms. ***** but the calls attempts were not answered. We then reached out to Ms. ****** on 9 Feb 2023, using the email we have on file for Ms. ****** we received a read receipt indicating that the email was read at 7:42 PM GMT, 9 Feb 2023, however we have not received a response from Ms. ***** at this time. Our email provided the instructions on how to access her digital ** card at any time, clarified that MCNA did not deny any Claim but rather Prior-Authorizations and we explained the reasons for those denials.  As of today we still have not received a response to our outreach email. **** remains poised to assist Ms. ***** with any questions or concerns she may have. Taking care of our members and ensuring they are able to use their benefits is our top priority.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19313378
  
  I am rejecting this response because: 

  I never received a phone call and there are no voicemails from MCNA. I dont know what circumstances would require an elective extraction and the tooth numbers have not changed because they are correct.

   

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/08/2023

  **** attempted to contact the member again on February 23, 2023.  The member did not answer so the phone, so a detailed message was left.  MCNA has not received a call back from the member.

• Initial Complaint

  Date:11/19/2022

  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.

  My complaint is that you claim in writing that you have dental providers in ******** for oral dentistry and oral surgery as you represent united healthcare as a third party and ******** ******** and as that you are bound to comply with ******** ******** as united healthcare for medicaids benefits. The list of providers and dentists you have on your website are false and fraudulent...you provide no dentists and no surgeons. You have no contracts with dentists and nobody will take your insurance. I have tried repeated attempts for service and you cl as I'm if cannot provide service one out of network will be provided but you refuse to follow on that claim written we n in your handbook provided to me by you by mail. You claim to be working on it but I receive only follow up calls stating your working on it with no results. ***** is the employee who leaves messages. ******** ******** resolution in the matter is they will not extend your contract in 2023. I believe this insurance to be fraud

  Business Response

  Date: 12/01/2022

  **** has contacted the member on approximately 12 occasions since 09/09/2022 in an effort to locate dental providers for her.  We were successful in locating a provider earlier in the year, October. (***********************). The member expressed on multiple occasions that she was unavailable due to a scheduled surgery. After the surgery, the member stated that she was unavailable due to needing time to recover. In the meantime, our Member Advocates have remained in contact with the member in an attempt to get the member scheduled with an oral surgeon.  At present,  MCNA is working with 2 providers who are in the network but have a closed panel to new medicaid patients out of their area.  MCNA's Provider Relations Manager  drove to ************ to speak to the Oral Surgeon in ************ regarding this member. They are primarily in **** with one office in *****************. This provider is closer to the member's location than ************** OMS located in ***** who will also see her. Once negotiations are complete, MCNA will assist the member in scheduling her appointment with the provider.
  
  MCNA does maintain a network of providers who see ******** ******** members. However, many offices are at capacity and have a wait time or they limit the number of ******** members they see to manage the wait times. ******** Dental providers are not obligated to join or remain in the MCNA provider Network. This condition is more prevalent with specialists such as Oral Surgeons. 
  
  MCNA will continue to coordinate with the member and the provider to ensure that an appointment is scheduled. 

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18439854
  
  I am rejecting this response because: 

  The response is not true or correct.   I have went and seen the dentist they are referring to that I NEVER SEEN... Siouxland dental dentist and the *** said to me in order for pain to go away I need an oral surgeon to extract six teeth.  They advised me they could not do this and needed surgeon.  I received this letter stating they could not find surgeon in my area and gave me listing for surgeon in ***** ******** ....the issue is that this is five hour round trip for me and requires 1 to 4 visits to accomplish and they cannot see me till after ************** ************ will no longer be responsible for me as ******** has told me they will not renew MCNA contract after end of 2022.  So more lies as as I found over 30 surgeons in my area.  That they just don't want to pay out of network as required if none in network.  Please see letter sent to me a week ago attached.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/29/2022

  **** has spoken to the member on 12/20/2022 and advised her we have located an Oral Surgeon in her ****************** and ************** (#*****) located in ************, **. MCNA provided the Oral ************** all necessary information they required. MCNA spoke to Siouxland 12/20/2022 and verified they will provide the referral letter. The Oral ************** will in turn contact the member and set up an appointment to examine/assess her condition and communicate a treatment plan. ************** is satisfied with those arrangements and has agreed to keep any appointments made with the *** (Oral & Maxillofacial Surgery) provider. **** offered to be the contact person for her should she have any questions or concerns. She expressed no concerns or dis-satisfaction whatsoever as of 12/20/2022 when **** last spoke to the member.