Access Dental - all area locations

Review: We switched to this dental insurance for our children as of 01/01/14. One of our daughters was referred by a previous dentist to an orthodontist for braces due to an overjet and clicking in her jaw. The orthodontist would not take our new insurance so we called the insurance company and they directed us to delta dental website to find a new dentist and an orthodontist. We chose [redacted] Courtesy Dental/Orthodontist. My daughter had her second orthodontist visit (first time at this orthodontist) and it was confirmed a second time that she needs braces. We were dealing with an Yvonne and a [redacted] and the dental office ([redacted]) faxed in the requested info several times and they kept saying the did not receive it. Finally I looked up the Sacramento office and called and spoke with someone named Peter his direct number is 916-388-3437. peter said he was personally gonna see us through the process on getting this approval and after submitting several more things including a mold of my daughters teeth, we still have not got any answer back. Peter no longer returns my calls. I called and left a message with a manager at the corporate office and still no return call. So today I called the corporate office back again and left a message for the owner's assistant. I pay my insurance on time and I expect rapid service when needed and at the very least a phone call to let me know what is going on. As soon as I am able I will be switching insurance companies, this is the worst service I have ever received and our Medicaid approvals don't even take this long!Desired Settlement: I would like the approval that is needed expedited so my daughter can get the care she needs.

Business

Response:

Premier Access Insurance Company is in receipt of this Enrollee's grievance against the Company. The Company has acknowledged the Enrollee's grievance in accordance with applicable law and will investigate and resolve the Enrollee's grievance accordingly. The Enrollee has been sent an acknowledgment letter and will be sent a resolution letter within thirty (30) days of the date the grievance was received by the Company. Premier Access Insurance Company takes Enrollee complaints very seriously and is currently conducting a thorough investigation regarding this matter. This matter involves Protected Health Information and therefore, the Company cannot provide the Revdex.com with any patient identifying information or private health information.

Review: This company holds my dental insurance policy but they are non-existent (pretty sure its a fake company). I acquired them through the [redacted] and everything else I have ([redacted]) has been great so far. However, I cannot get in touch with an actual person at this company, they are not providing me services, yet they are charging my bank account with no way for me to cancel it.Desired Settlement: I would like my premiums refunded to me for the time that I have been trying to schedule a dentist appointment and have not been able to.

Business

Response:

Member's complaint concerns have been received and will be resolved through Premier's Formal Grievance Procedures. Premier is unable to provide further details due to Protected Health Information.

Review: Original dental procedure (2 crowns) was changed for one tooth resulting in a decrease in cost of $75. Full original cost was paid upfront with understanding that the $75 would be refunded. It has been over 6 months since agreement was made for refund. Local office understands, but corporate office has yet to honor the refund.Desired Settlement: Check for $75 to be sent to my home address.

Business

Response:

To Whom it may concern:Mr. [redacted] will be receiving a $75.00 refund via check in approximately 5-10 business days from 12/12/14. Mr. [redacted] is satisfied with the resolution and has agreed to remove his complaint upon receiving $75.00 refund. Please contact Mr. [redacted] after 12/29 to confirm receipt of refund and remove complaint.Sincerely,[redacted]Access Dental Director of Operations ###-###-####[redacted]@premierlife.com

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Last month my husband and my dental insurance coverage began and I called the company to cancel the coverage and asked for a refund from the payment I had submitted only minutes before calling. This company is extremely difficult to get ahold of. The routine is to wait 10 minutes on hold to leave a message. I did this multiple times and no one called me back. Finally, I called the billing dept. and after being on hold, a live person actually answered (which was the first and last time that happened). She said she deleted my account and that another department would call me back in regards to the refund. No one on the billing side ever called me but I noticed that the payment was removed from my credit card. A few days later someone from customer service finally called me and I told her that the situation had already been taken care of. Or so I thought. Now it's a month later and I see on my credit card bill a charge from this company for 2 months worth of payments. I logged in to their website (which I thought was supposed to be deleted by the first woman I had spoken with) and my credit card information is still on there. The site says it is only possible to change payment information over the phone. So I called the billing dept. and left a message. No callback. A couple of days later I called the customer service dept. and left a message. I also contacted them via the website. It has been a week and I know how this company works from last month's game. If I do not hear back from them soon, I will have to dispute the charge on the credit card.Desired Settlement: I would like the amount charged for this month refunded and to have my husband and myself removed from their services. I would also like my account deleted including my credit card information.

Business

Response:

Thank you for referring the captioned matter to our attention. Customer service is our first priority. We will contact Ms. [redacted] directly regarding her concerns. Thank you.

Review: I was charged for a service that I did not receive from this business over two years ago. I had to go in there several times and request a refund. It took several months to get a partial refund. I am still owed $98.00. I received a letter from them on August 11, 2015 telling me I'm owed a credit but I need to verify my address. I have verified my address with them for over two years. Each time I call them they tell me that they owe a credit to a lot of people and haven't had time to get to me yet. They have been giving me the run around for over two years, and have acknowledged owing me money in voice messages and letters, but I have yet to receive it. I am tired of calling them and being lied to over and over.Desired Settlement: I would like a refund of the service they charged me for that I never received.

Business

Response:

To Whom it may Concern:There was an internal accounting error that caused the refund check not to be processed. Our accounting department has corrected the mistake and a refund check has been processed in the amount of $98.00. The refund check is being fed-ex today and [redacted] will receive the check Friday 9/25/15. I have contacted [redacted] and requested a call back to inform her of the same.

Review: I was told work needed to be done, the work was done not to a professional standards. Now all the teeth that I was told were little are now hugh and have to pay another dentist to fix them im on chemo ans thought I had a ood dentist then to find out he was fired for pulling and fixing wrong teeth. I am now in so much pain and have to pay more out of pocket, I paid 1400 dollars dor work ur dentist didnt do. I guess im going through here before taking them to court. They are shady dentist and I deserve better. I want this matter resolve asap, I would like some of my money back for teeth they left and just told me there was nothing wrong with these teeth. Its unethical.[redacted]Desired Settlement: I would like half off my money back, so the teeth they ignored can be fixed, they are a joke and will never return my calls or deal with me.

Business

Response:

To whom it may concern:

Review: My grandson ([redacted]) and I ([redacted]) have been seen by Access Dental for well over 10 years and prior to 2014 this facility has provided decent service. My complaint is one that should have been address before now but everyone has a problem they allow to exist far too long. The incident that really infuriated me was my grandson chipped/broke one of his rear teeth off down to the gum on the morning of 5/31/14. I notified the office, emergency service number and the Dentist on call returned the call, told us the office was closed until 6/2/14 and gave instructions on how to handle this matter until the office open on Monday morning. He also told us to be there when the office open so the tooth could be examined and services could be provide. I have a serious problem with repeatedly having to wait upto 4 hours when you have an emergency appointment and have notified the office in advance as to what your emergency consist of. I am certain this practice only extends to [redacted] patients because when I had private insurance this never occurred. No one should have to set in a Dentist Office in pain for almost 4 hours because this is their policy. When he was seen they told him they would have to remove his wisdom tooth before they could provide service for this lower left tooth. Gave him a prescription for [redacted] and a appointment to remove the wisdom tooth 6/9/14. Told him they would put a crown on the broken tooth sometime in July. This is unacceptable since he's been waiting for over 3 months to get a crown for a tooth on the top right side. They said the specialist that does the crowns only works once a month. Each time he has been scheduled for this procedure they have come up with a new excuse and it's been rescheduled for the next month. They always have to call you because they don't know when this person will be in the office. THIS IS OUTRAGEOUS. If we ran our homes and businesses in this manner we would be out of business and on the street. Something needs to be done.Desired Settlement: I want my grandson, [redacted], teeth fixed. The crowns put on the teeth in a timely manner. The teeth that need to be removed, removed in a timely manner. He has waited far to long to get the top right crown and the only God knows how long he'll have to wait for the promised new crown. I also want an emergency to be an emergency appointment or schedule the person to come in at a time when they will be seen by a Dentist, not just sit in the waiting room until Juvember.

Review: I went in on 2/24/2015 to have my two wisdom teeth on my right side extracted. The procedure itself went OK. After the work was done, they sent me on my way with a prescription for [redacted] for pain. The next day, my mouth starts to really hurt, and is even becoming swollen to the point that it's difficult to speak or even eat/swallow. I just figured the swelling would go down and this is all part of the healing prcess. The following day, 2/26/15, I wake up and my throat is almost completely swollen shut. I can't eat, swallow, talk..nothing. I had to take the day off work, as I work in a call center and my job is to be on the phone all day. Friday morning comes...I wake up and now its to the point where it's getting difficult to breathe. So, I have to call into work again. I go to Access Dental and wait for them to open. The dr. see's me and first thing she does is checks if its dry socket. It is not..so she just tells me to take more antibiotics. I tell her I was never prescribed any. She laughs, writes a prescription and hands it to me. I know these meds are going to take days to kick in and I cant afford to take any more days off work, so I go to prompt care. They give me a shot of prednisone, which worked wonders. The pus pocket popped same day, swelling was going down. I dont have health coverage so bill comes to $450. I call Access to see if they would be willing to help pay this, considering I wouldnt have had to gone if they gave me meds like they were supposed to. He tells me that they will not help and its not routine for them to give antibiotics after a procedure like that. So its routine for you to send ppl out of your office with an open wound in their mouth and not give them antibiotics? His response was "No, its not." Worst experience ever. Do not recommend Access Dental to anyone. And, ppl told me.."Dont go to them. They're terrible." Guess they were right.Desired Settlement: I would very much appreciate them covering the bill for the prompt care visit and reimburse me for the 2 missed days of work..Now, the way our phone conversation went, I highly doubt that will be the outcome. So, realistically, I would like to see a reimbursement for the entire bill of the prompt care visit..at the very least $300 of it.

Business

Response:

To whom it may concern:The patient complaint has been reviewed by both our clinical officer and director of operations. After review, we concluded the office staff and treating doctor followed all the appropriate steps in treating the patient. Unfortunately, pain, discomfort, and possible infection is a known side affect when extracting teeth. Patient signed a consent form that lists all risks associated with oral surgery. Patient was also provided post-operations instructions that lists the proper steps to treat the oral surgery area. For these reasons, we will not be refunding the patient the monies requested. Please feel free to contact me if you have any questions.

Consumer

Response:

I am rejecting this response because: If possible infection is a known side effect then why not take precautionary measures and prescribe an antibiotic for it??? You know, just in case? Now, because of your inferior dental practicing, I have a medical bill of $450 and missed over 2 days of work. If this is not resolved, I will take legal action.

Review: This letter is regarding my insurance company by the name of Access Dental /Premier Access, [redacted]. On January 1, 2016 I chose [redacted] as my dental provider. My insurance company Access Dental claims that the dental office [redacted] was not chosen as my provider on January 12, 2016 when I had my appointment. I learnt about this well after my procedure was taken care of even though my dental office contacted Access Dental to see if my insurance was valid before my dental procedure took place. Again, that was not true. Access Dental denied my claim three times, even after the information was submitted and appealed to them on several occations. Access Dental kept coming up with different reasons why they did not want to pay their part of the insurance claim. On January 12th 2016 I had my first appointment at [redacted]. I was given a full X-ray and found out that I needed several crown procedures . I paid out of pocket $825 and my insurance company was supposed to cover the rest of the charges. My dental office submitted valid information along with x-rays, and the claim still was denied. [redacted] Appealed this claim (139960-00/2) on two different occasions. And now I get a letter in the mail explaining my benefits, and the reasons why this company does not want to pay for my claim. This is ridiculous ,and I feel that I've been scammed, and I need your help. I believe I have been scammed by my insurance company Access Dental in the amount of $3,994. I am furious I've been paying my insurance all this time and now when I finally need a procedure done they want to fight back and forth with a dental office,and now they're leaving me with the bill! Attached to this email is emails sent to me from both parties. I also have a letter from my insurance company stating the reason why they are not covering this charge. In the descriptions for the reasons Access Dental are not covering my services is absurd. Access Dental asked for submitted detailed information about the claim, and [redacted] submitted the requested information two to three times after that. My insurance company Access Dental sent me a letter stating that the information did not indicate the need for requested procedure, based on X-rays (I have the x-rays, and the detailed informationffrom my dental office stating otherwise).Based on the x-rays my dental office provided them accurate information stating why I needed these crowns. My insurance company Access Dental are saying that this was not needed at that time because again a fixed bridge used to replace missing posterior teeth is considered optional. They're saying that this is optional which it wasn't because I wasn't even able to eat correctly, and the x-rays indicated that there was exreme decay and my Teeth were not dentally sound. I need help Revdex.com! I need help getting to them because what they're doing is wrong, and I know that they're doing it to other people. I have been denied and this company by the name of Access Dental is committing fraud on their customers. My insurance company by the name of Access Dental assured me that I am not responsible for the amount, and that is not true! Before my dental exam, and my dental work, I had to sign a paper from [redacted] indicating that if anything happens, and the insurance company doesn't want to coverthe charge, I'm at fault. So now here I am in a financial bind. If insurance company is not going to pay for the full amount which they should, because underneath their policy it states that these procedures are covered by this insurance company.Desired Settlement: How this can be fixed is full payment of the claim or even 75%.

Business

Response:

Access Dental Plan Member complaint has been received, via Revdex.com and will be resolved through ADP's Standard Grievance Procedures. Member may contact ADP for further assistance regarding her concerns at [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I have Guardian Dental Insurance, which is a Premier Access dental insurance company. I have been trying to stop autopayments on my dental insurance for over 2 weeks. This is the only way to terminate my plan because I have it through the Healthcare.gov website. There is not an option for stopping payments through their website, so I have to call customer service. For two weeks I have repeatedly called the customer service lines. I have called every other number listed on their website as well. Instead of answering their phones, you have to leave a voice message, which they never return. I've also sent emails, again with no response. After looking online, I read many other complaints from people who were never able to get hold of this company. At this point, my only option is to go through my bank to block other transaction requests from Premier Access, which will cost $30. I have never had this experience with any other company, and I can't believe they are still in business with this appalling customer service.Desired Settlement: I would like someone from Premier Access to call me and verify that they have stopped my autopayments for my insurance.

Consumer

Response:

Consumer states: I was finally able to get in touch with the company and they have agreed to resolve the issues with me. I do remain dissatisfied that it took 3 weeks but they were able to resolve it in the end.

Both of my children had dentist appointments today, December 11th, 2014, at 3:00PM. We arrived at 2:55PM. When I gave the office manager my children's names and date of births, the office manager informed me that my children's appointment had been given away because I never called Access Dental back after they called to confirm the appointment. I was furious. I made these dentist appointments over six months ago. No one from Access Dental ever told me that my appointments would be given away if I didn't return the courtesy call. I think that this practice is very bad business. I am not happy.

Horrible Customer Service! I would not recommend this insurance company to anyone! It took week and half to finally get my referral because the dentist they assigned me does not do a root canal's. The referral dentist they assigned me no longer works at that office and to get another dentist to do my route canal will take an additional two weeks. I called back to complain about this and they said they would find another office for me closer to my home (what I originally asked for) but will take 5 business days. Not a good dental insurance at all!!!! Read Yelp reviews. And all dental companies they work with....average rating on Yelp,1 star.

Review: I received a letter dated 9/28/15 from the company that they would no longer be offering dental coverage for minors and that I would need to select new coverage through the Marketplace during open enrollment. Per the instructions, I went to the Marketplace and selected new coverage in the month of November. My coverage was cancelled through the Marketplace and I paid my new premium to the new company selected January 1st. I was on auto-pay with access dental and noticed that they deducted my premium for the month of January 2016. I contacted the number on my insurance card, which was cancelled. I then called the number that was linked to the charge on my account and was transferred to three different departments before someone finally was able to find my account. The representative argued that my coverage was still in effect and disputed that I had received letters advising they were no longer offering coverage. She refused to assist me and after advising her to please cancel my coverage (I had already paid for different coverage with another company) she finally advised she would be sending a letter of cancellation, which to this date I have not received, and that the dispute for refund would be handled by a different department. She then advised that I would more then likely not receive a refund as it was within their rights/policy. She refused to assist me further and advised I would be contacted by a separate department within 24 hours. It has now been a week and I have not received a letter/phone call. I went directly to my bank and disputed the charge, but am not certain I will receive my premium for January 2016 refunded, which should never have been pulled from my account.Desired Settlement: I would like my January 2016 refunded.

Business

Response:

Hello,

Thank you for forwarded our member's concerns to us. Her complaint has been recevied and is currently under review. Premier Access will resolve member's complaint concerns through our standard Grievance procedure process. Grievance resolution will be sent within 30 days of the receipt of this complaint. The member may contact Premier to review the status of complaint by calling Customer Service at [redacted]. Thank you.