Dental Plans
Liberty Dental PlanThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Dental Plans.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/16/2025
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
Our complaint is in regards to insurance not issuing payment for services rendered and not following up with our office after multiple attemptsBusiness response
01/16/2025
LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action.
LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us.Customer response
01/20/2025
Complaint: 22818859
I am rejecting this response because: **** ********, the appeals/grievances department just responded to our complaint on January 16th stating that she will now oversea the claim until it is finalized. Once we have received a proper resolution, then we will accept the business response. But for now, everything is pending.
Sincerely,
Dominion Hills DentistryBusiness response
01/22/2025
LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action.
LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us.Customer response
01/23/2025
Complaint: 22818859
I am rejecting this response because: Liberty has not guaranteed an outcome and has not provided an update in regards to the outstanding payment. Everything is still pending.
Sincerely,
Dominion Hills DentistryInitial Complaint
12/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Liberty Dental Plan is part of my ******** Advantage Plan with ****** Permanente.Liberty provided me a list of approved dental groups in June, ********** HQ, Bowie, MD is ************** HQ submitted a treatment plan for me.After the work was done Liberty told me the dentist who submitted the plan is "out of network". Liberty will not cover the cost for my partial denture: $993.#1 Why wasn't I told that an approved dental group has an "out of network" dentist?#2 Why is a dentist "out of network" - what about safety?#3 Liberty lied to me and cheated me.Business response
12/11/2024
Customer response
12/13/2024
Complaint: 22628494
I am rejecting this response because:
I have called Liberty REPEATEDLY - no one has helped me.Sincerely,
**** ******Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Liberty won't cover my dental services because I had Aetna Dental thru my job 7 years ago. Ever since Oklahoma changed the way they do their insurance it's all screwed up. On liberty's side it says I have Aetna dental with no expiration date. What insurance doesn't have an expiration date on it??? According to them I have to have a letter stating termination of an insurance I don't even have. Forget talking to Aetna because they are c*** too. You're not in their system they say but they can't give you a letter or anything saying that, you have to go to HR? Aetna is trash Which is why I didn't re-enroll the next yr or enroll with it when the state changes over. So basically I can't get my teeth fixed because these 2 companies are trash. **************** is a joke for both.Business response
07/19/2024
LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action.
LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us.Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This must be the most scamming insurance company I have ever dealt with in my 77 years most of which were as a school principal and Superintendent. Liberty dropped from their dental panel one the finest dentists in NE **** (probably because they were so good) and assigned me to another provider. I made the appointment and had my work done and pleased with the dentist. However, I received an Explanation of Benefits denying all three procedures with the notation that "Provider Not in Your Plan". Between yesterday and I have spent over 7 hours trying to get someone to will deal with the issue. I have been called filthy, vile, vulgar names. Only ONE person out of 30 even cared and said I needed a supervisor. The supervisors hang up on me. One of the even said I had never called. They must think their customers are really dumb like them.This so-called "dental insurance company" needs to be exposed as the terrorists. Dictionary definition: "a terrorist is any group or individual that inflicts physical, financial or psychological pain on any other group of individual." They have no respect for the laws of the US in answering their phone, normal dental standards nor ********** of ********* standards. They need to be exposed so that other elderly and disabled persons are not conned and scammed by them. When I told them I would be reporting them to the BBB, the OH ***** of ********* and ******** their reply was "Go ahead, we don't care and you will be sorry." I hope I am wrong. They need to be accountable and hopefully can be exposed to warn people of what they are getting. Unfortunately for many of us, Anthem ******** Advantage uses them as their third party insurer for dental claims.Business response
07/02/2024
LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action.
LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us.Customer response
07/18/2024
Complaint: 21883712
I am rejecting this response because: Liberty Dental has been totally uncooperative with me regarding this claim. They have stated emphatically that the provider is not on their panel even though that ******** Dental was the provider they suggested I enroll with when they cancelled the dental group we had been with for over 20 years and Liberty Dental cancelled them, i.e. Farian Dental without contacting us or anything. The provider had to let us know they had bee cancelled.Therefore, Liberty Dental have me the ******** Dental provider to contact which I did and received services. Then Liberty Dental denies the claim stating on the *** sent me that they are not an approved provider and when I called them I was treated like a dog and even called what to me was a very derogatory name, being a "G-d d-mn mu--er f-*********" which I did not appreciate. Liberty Dental must rectify this issue or I will be contacting ******** since they are my dental provider via Anthem. It appears that total disorganization is rampant at Liberty. Regarding their claim that they they have have not blocked my telephone number to reach them is a total lie on their part as I have just attempted to reach them as I type this response. The block is on my landline phone. Fortunately, I do not think they have my cellphone number (unless they have illegally obtained it) and I can call it. How can a person trust a ******** Dental Provider who will lie to customers as well the **********************.
Sincerely,
*************************Business response
07/29/2024
LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action.
LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us.Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Not getting the services I have been promisedBusiness response
06/13/2024
LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action.
LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us.Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Contacted Liberty Dental because no dentists I contact will accept their coverage due to difficulties in collecting payment. Was promised a list by ***************************** via email of local dentists who would accept Liberty's coverage and accept new patients. Got a very rude call back from ********* and then the promised list -- WHICH WAS ONLY ONE OFFICE. Thanks a lot Aetna for throwing my insurance money away.Business response
06/11/2024
LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action.
LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in their member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us.Customer response
06/12/2024
Complaint: 21833417
I am rejecting this response because: this form is for grievances against dentists and has no provision for complaints against Liberty Dental itself. What a load of, well, you know...
Sincerely,
***************************Initial Complaint
05/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My ******** health insurance is provided through primary provider ****** Permanente (Mid-Atlantic Area) with a dental insurance component covered by a ****** Permanente third-party, Liberty Dental Plan. According to the ****** coverage, routine dental care, x-rays, fillings, and crowns are covered with a specified co-pay. On 2/7/2024 I saw a dentist for a routine examination and, upon describing some pain, was advised that I needed crowns on two teeth. I had provided my ****** and Liberty insurance ID cards in advance and the dentist confirmed coverage for the advised procedure. The dentist submitted the claim and Liberty eventually paid for the initial visit. On 2/9/2024 I returned for the first of two subsequent visits to prepare and fit two crowns. I paid my co-pay at the time of service. The dentist then submitted the second insurance claim for the remainder. Liberty Dental Plan denied the claim and refused to pay for the covered dental procedure; their denial is based on "... service requires prior approval." The dentist and this consumer were unaware of this prior approval requirement, not provided by ****** Permanente or Liberty (nor written on the Liberty ID card). If known, it certainly would have impeded urgently needed dental work. We were acting in good faith that ****** and its subcontracted provider Liberty would pay the contracted amount for services rendered minus co-pay deductable. Obviously I cannot undo the dental work at this point. I seek ******/Liberty Dental Plan to allow the claim and pay the dentist as anticipated.Business response
05/16/2024
LIBERTY Dental Plan (LIBERTY) is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action.
LIBERTY members should report and solve problems using LIBERTYs grievance and appeal process. Instructions for this process are included in the member handbook or Evidence of Coverage, or members may call the phone number on their ID card. *********************** grievance and appeals process does not take away any legal rights and LIBERTY will not discriminate or retaliate against any members for complaining to us.Initial Complaint
04/15/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Dear BBB,I am writing to file a formal complaint against Liberty Dental regarding their failure to provide me with a denial letter despite multiple attempts since November [insert year]. This issue has caused significant frustration and inconvenience, and I believe it reflects poorly on Liberty Dental's customer service standards.On [date of first attempt], I initiated contact with Liberty Dental to request a denial letter for [specific procedure or service]. Despite numerous follow-*** and speaking with multiple agents, I have yet to receive a satisfactory response or the required documentation.This lack of communication and failure to provide essential documents has not only impacted my ability to navigate my health insurance coverage effectively but has also created undue stress and uncertainty regarding my healthcare expenses.I kindly request that BBB intervene in this matter and facilitate communication between myself and Liberty Dental to ensure prompt resolution. I believe that receiving the denial letter is crucial for me to understand my insurance coverage and explore alternative options for the required services.Business response
04/26/2024
LIBERTY Dental Plan is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action.Initial Complaint
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My issue is the same as many I have already read. I have Liberty Dental Plan through ************** Advantage. After MANY many calls by myself and multiple agents it was determined that NO dental practice in my county and on the Liberty list would accept their insurance. FINALLY Liberty agent ****** determined I could proceed as 'out of network exception.' SHE made me an appointment with Aspen dental out of network and advise I get a 'treatment plan' so I could proceed with multiple extractions I needed. Unfortunately she made NO RECORD of this on my account. I spent almost $2000 on the extractions and sent a claim form in three weeks ago of which there is still no record. I have called NUMEROUS times and written NUMEROUS emails often with the promise of a return call within 24 hours that never comes. I simply want this matter resolved so that I can proceed with needed dental care and with the knowledge that my claims will be received and honored. I know that I will get only the canned response from Liberty but this is my last resort. I could see a class action coming for them.Business response
04/22/2024
LIBERTY Dental Plan is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action.Initial Complaint
04/10/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On April 10th at approximately 2pm EST, I received a text message claiming that I had been signed up as a member with Liberty Dental Plan. I had never heard of this company let alone signed up with them. Whatever information they have on file for me is to be deleted because it was obtained without my consent.Business response
04/19/2024
LIBERTY Dental Plan is in receipt of the referenced complaint. Due to privacy regulations, and to protect the confidentiality of our members, LIBERTY cannot disclose any details of the complaint, nor confirm membership of the complainant. LIBERTY Dental Plan will investigate the matter and take any appropriate action.
*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. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
29 total complaints in the last 3 years.
15 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.