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:05/27/2025

  Type:Order 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.

  1/13/25 Retreatment of failed root canal was done. Request for payment was submitted to DD of MN, code D3348, by ************************. Request was denied. Per EOB, procedure was reclassified by DD as a root canal and denied because that procedure is only covered one time per tooth per life time. 5/16/25 called DD for explanation and was told denied for reason listed above.5/19/25 called DD for further explanation and was told (1) not covered because root canal was done less than 5 years ago. After a long hold, I was then told denied for same reason listed above. Neither explanation made sense to me since my policy covers BOTH endodontic retreatment AND root canal. 5/22/25 called ***************** and was told claim was likely denied (likely because 3 calls to DD with the same question, often get 3 different answers) because DD paid claim for original root canal and wont pay for retreatment of the same tooth. If another insurance carrier had paid for the original root canal then DD would have paid for the retreatment.What I want 1) a definitive reason for the denial - ie, which, if any, of the reasons given above is correct and, if the answer is behind door no. 3, why do they only pay for retreatment if another carrier paid for the initial procedure; 2) where am I able to find that information in my policy; 3) reverse denial and pay for 50% of approved cost for the retreatment. Thank you.

  

  Business Response

  Date: 06/06/2025

  Delta Dentals customer service will reach out to this individual directly regarding their questions. Delta Dentals claim determinations, including a reason for a procedures denial, can be found on a members Explanation of Benefits that was issued. Additional information regarding plan exclusions or limitations are further described in a members policy. Members have a right to request a full and fair review of any denied claims through the appeals process.A members appeal and any documents, comments, or other information in support of the appeal may be sent in writing to Delta Dental of Minnesota, ***************** Services Appeals & Grievances, *******************************. Delta Dentals customer service can be reached at ************** for additional information regarding appealing a claim denial.

  Customer Answer

  Date: 06/06/2025

   I am rejecting this response because:

  This is a generic response. Specific issues I cited are not addressed. Please request that DD actually responds to the points I made in my claim. 

  1-yes, there was a reason listed in the denial. The *** for the claim changed the procedure from retreatment to a root canal & then denied the claim based on 1 root canal per tooth per lifetime. The procedure should not have been changed & no reason for the change was included in the EOB.

  2-there is absolutely no mention of limitations on claims for retreatment in my policy.

  

  Business Response

  Date: 06/13/2025

  Delta Dental of Minnesota has been reaching out to this individual directly to try and discuss their issue and answer their questions. To protect our members private information,Delta Dental cannot provide specific details about a members health claims or benefits on this website. Delta Dental processes claims based upon the procedure code submitted by a patients dentist. The claim determination is provided to an insured on their Explanation of Benefits. If the insured disagrees with a claim decision, they may dispute it in accordance with the process outlined within their policy. Delta Dentals customer service is available to answer questions at **************.
  

  Customer Answer

  Date: 06/13/2025

  I am rejecting this response because: it is the same generic response recd earlier. 
  

  I checked my call log: I missed 1, and only 1, call from DD 6/6; no message was left. I would still like answers to the questions I posed in my initial complaint. Please provide specific answers to my very specific questions.
  

  **** ****

   

  
  

• Initial Complaint

  Date:01/10/2025

  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.

  I signed up for coverage in 2024 and attempted to cancel at the end of the year. I have contacted them on multiple occasions to cancel my coverage and I got an email response that my request would be processed, yet they are charging me premium payments in 2025 that were not authorized by me. In addition, they require you place a credit card on file for the payments and do not allow you to remove the card, so I have no option but to allow them to charge my card, even though I contacted them and advised them they are no longer authorized to charge my card. The Fair Credit Billing Act (FCBA): Protects you from unauthorized charges to my credit card, and Delta Dental of MN is charging my card without authorization, which is illegal!

  

  Business Response

  Date: 01/17/2025

  Delta Dental of Minnesota processed this matter as they have requested in the complaint and **************** has been in contact with the individual directly via email. Delta Dental of Minnesotas **************** can be reached at ************** should any further assistance be needed.

• Initial Complaint

  Date:09/29/2023

  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.

  In May, 2023 my daughter, ******, went in for a teeth cleaning. This preventative care, is covered at 100% for patients. In February, 2023 of the same year she had her wisdom teeth removed. Our coverage is for teeth cleanings every 6 months and are considered fully covered. I have just received a bill from the dental office for $305 for ******'s cleaning in May. I have questioned the dentist and discussed this with the insurance. The dentist said she had reached her allowance of $1500 so the remainder of the bill we are responsible for. The remainder of the preventative care, dental cleaning which is covered at 100% every 6 months is now NOT covered because she had wisdom teeth removed. IF cleanings are covered at 100% then this should be covered. Delta Dental PPO plus member Medtronic ******************* subscriber id *********

  

  Business Response

  Date: 10/10/2023

  For questions or information on Delta Dental of Minnesota benefits and plans please visit www.deltadentalmn.org or call customer service at ************ or **************.

• Initial Complaint

  Date:06/26/2023

  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 needed a root canal. I had previously been denied a crown due to out of network so this time I wanted to makes sure I did my due diligence to make sure I chose an in network dentist this time. First- i went to the web site under my account to find network providers 2- I then called said provider who followed up by calling delta dental with my subscriber ID to verify yes I was covered. Date of consult they had a cancelation and I was able to get my root canal immediately. I had the procedure and they had me pay a portion. I questioned it and they said delta would send the check to me and then I was informed it would only be 30% which I said no you guys already cleared my coverage last week. 3- they told me to call delta dental which I did immediately. The Delta dental agent looked me up and said yes that dentist is in network so dentist must be ******* wrong please have them call us. 4- I got a bill so I called yet another agent who also said the dentist was in network. They couldn't understand why it was denied. They got their supervisor and after a lengthy hold told me it came back that I was on a singular plan and that dentist was in fact not in network I stated if it took all of these calls to figure this out how was I supposed to navigate the system and make a correct and informed decision. They said they would make an inquiry. 5- Call back. Called back to see the statusof my inquiry and in fact no inquiry had been started according to the agent. Same agent thought the dentist was in network also. I had to explain the singular network problem. She started an inquiry this time. 6- call to find out status and once again receive an agent who believes the dentist is in network. Finds my appeal and let's me know I have been denied. I now owe over $1000 on a procedure I could have had done a few miles at a different dentist and been completely covered. How am I supposed to navigate this if even repeatedly the agents can't. I have been told I have an old program they don't carry any more and that is the problem. Very angry that I have not been able to make a clear and informed decision to get my dental work covered with my insurance and this is now the 2nd time I feel duped

  

  Business Response

  Date: 06/28/2023

  For assistance from Delta Dental of Minnesota's ***************** please call **************.

  Customer Answer

  Date: 06/29/2023

   I am rejecting this response because:
  I have already spoken numerous times to agents at that number. I also filed a claim and was rejected. Reason for rejection that i was aware i was on a singular plan. I still dont understand how that helped me navigate their web site, as well as speaking to agents to correctly pick an in network provider. Now that one has been chosen in error they just reject claim. My claim is any reasonable person (including their very own staff) had trouble figuring out which dentist i could go to.
  
  

• Initial Complaint

  Date:10/17/2022

  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.

  I joined with Delta Dental on 6/5/2021 I have not used the insurance AT ALL. I have tried to cancel by submitting 2 online **************** Inquiry Forms for ********************************************* of MN prior to October 2022. I have called 4 times now the 1st time on 10/6/2022 after realizing when they tried to take more money from my account for the bill that they STILL had not cancelled it. No resolve in the first call and told they couldn't find proof of my submissions. I called again 2 times on 10/14/2022 was transferred and then disconnected called right back waited on hold and was then told they closed 30 seconds prior. I am currently calling again and 40minutes into it and speaking to a supervisor after being told i needed to pay balance prior to cancelling or let the bill accumulate for 90 days which sounds beyond sketchy. Again also told they cannot find record of any submissions or calls. So after months of trying to cancel and speaking to their useless employee's now I'm a liar apparently that hasn't tried. This is a horrible company WILL NEVER make this mistake again. EVER! I will not be paying them a dime and have NEVER had such a horrible time trying to simply cancel a service I don't and NEVER used. The supervisor would not give me something in writing proving that this whole don't pay for 3 months and we won't bill you and it will auto cancel out your plan then said she needed even more time to investigate my submissions and calls. This is sickening. SICKENING. I WANT THE PLAN CANCELLED I'm not paying for October when I've been trying to cancel prior to October! And I'm sure as h*** not paying for November either!

  

  Business Response

  Date: 10/24/2022

  Delta Dental of Minnesota has processed this termination as requested.  Delta Dental of Minnesota **************** can be contacted at ************** for any additional assistance.

• Initial Complaint

  Date:08/31/2022

  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.

  Aug 30th, ****************************************************************** network. I have state medical assistance insurance. Every time I would called I was transferred to care coordination where after waiting for someone to answer the phone call was ended. This occurred multiple times every time I called. Even though I shared what was happening to customer service they would still transfer me. Today I called 4 times to find a provider and each time I was never connected to care coordination. I have tried to look for a provider through their website but each place I called stated they do not take my insurance. The fourth time I called I was transferred to a different customer service department I believe where the person tried to help me by providing phone numbers of providers. When I called those clinics I received the same response that they don't take my insurance. Finding care should not be this difficult. I have had this issue before until I was finally able to find a dental provider, unfortunately the service was poor that I had to go back multiple times to fix the issue, which was never resolved in 2020. I have gone through work arounds by purchasing groupons, and not having any dental care done until I opted in for dental insurance at one of my jobs and just worked to save money to cover my dental care. It wasn't until then that I received proper care and they fixed the poor job of my 2020 dental experience. I ended up leaving the place of employment where I was paying for the additional dental plan and was not offered the option to pay out the year to have continued care. Now I am stuck with no dental and repeated hardship with delta dental to find a new provider.

  

  Business Response

  Date: 09/08/2022

  This subscriber is enrolled in a Dental Plan that receives Care Coordination for finding a provider and/or scheduling an appointment. To assist this subscriber with scheduling an appointment with a network provider, Delta Dental has performed outreach and left messages.  For plan questions and scheduling assistance, please contact Delta Dental at **************.   

  Customer Answer

  Date: 09/08/2022

   I am rejecting this response because:
  
  The provider has not left me any messages regarding my dental plan I personally had to repeatedly called multiple times over a few days before I received some assistance. I dont appreciate the dishonesty notes in their message. I have continued to navigate the issues with my own prompting and effort. Due to there response I dont believe the company will assist in issues without my continued calling to resolve multiple issues.