Dominion Dental Services, Inc

There is nothing redeemingly positive about Dominion Dental and the business it runs. Never mind the terribly antiquated tools they use for customer service or to communicate anything to their members, but this past year has been one with the most headaches that I can remember in recent memory because of this firm.
Be wary of who they list in their provider directory because chances are good the provider actually never consented to being in-network. Then be wary of sparse, opaque communications with the business who might or might not try to suspend your coverage for raising the issue with them. Then be wary of not hearing back for a couple weeks after submitting needed documentation to work through a claim.
Finally, though, be wary of the terrible attitude a lot of the support staff seem to have. I mean, I get it and would probably be pretty crabby too if I worked in a business that clearly didn't work, but it's not something I'd want to be so customer facing either.
In all, just a terribly run business and one that really doesn't deserve the members it has. I wouldn't even recommend this place to my most fundamental foes

Review: I enrolled with Dominion Dental Services, ,Inc. via of the National Health Program effective January 1, 2014.

I requested during enrollment that I wanted to be billed via mail. I was informed I would be charged an extra $2.50 for that services. Every month since January, I have had to call to request the bill. What I received is a copy of an invoice with no indication of what has been for the previous month. My account is current, based on my records. The invoice does not even match what is indicated on the website of my account . I have been questioned about my address as to whether or not it is correct. There is no problem with my address.

A Mrs. B[redacted] (a Dominion Rep) did revealed, per telephone on May 2, 2014 that they had a vendor whom is suppose to be mailing out monthly statement-that was in May, 2014. It is now July 16,2014 and I have not received the billing statement for August, 2014. I called Mrs. B[redacted] on July 14, 20114 to inform her once again that I have not received the billing statement.Desired Settlement: To receive the billing statement professional via of their computer system instead of a copy of an invoice.

Business

Response:

From: Carey W[redacted] <[redacted]>

Date: Thu, Jul 24, 2014 at 11:53 AM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: [email protected]

Good afternoon –

This email is to serve as acknowledgement of your inquiry. We will conduct a thorough investigation into this matter and notify you of the outcome within 10 days of the date of receipt.

If we can be of further assistance, or if you have any questions regarding this matter, please feel free to contact me directly at ###-###-#### Ext. [redacted].

Best,

Carey

Carey W[redacted]

Administrator, Grievances and Appeals

Dominion Dental Services, Inc.

###-###-####, ext. [redacted] (Voice)

###-###-#### (Fax)

Review: Dominion dental automatically withdrew money from my account on February 19th without my consent. I called to get a refund and cancel the plan. I never received the refund and the plan was canceled. On May 7th they automatically took out again even though my plan was canceled in February. They told me both times they would send a message to their financial department and my refund would process within 48hrs, but they have failed to do so.Desired Settlement: I would like a refund and my information to be taken out of their systems so this will not happen in the future.

Business

Response:

June 23,2014Dear [redacted]:Thank you for your inquiry- received on June 10, 2014. Our Grievance and Appeals Department researched the Member's complaint and we can report the following:• 11/26/2013 - The Member was added to our system for dental benefits with an effective date of 1/1/2014, • 12/19/2013 - The Member contacted our Member Services Department to make a onetime payment of $11.97 for her January premium. • 12/27/2013 - Due to an administrative oversight, the member was incorrectly set up for automated payments. • 2/19/2014 - The Member contacted our Member Services Department to report that she should not be set up on automated debits and requested termination from the plan. The Member also requested a refund for the February premium payment that was deducted from her account earlier that day.* 2/20/2014 - The Member’s dental benefits were terminated as requested. A refund was not issued for the February payment because it had not yet posted to the Member’s account m our system. This was later identified and the February premium was refunded to the Member (5/5/2014),• 5/8/2014 - The Member called Member Services in follow up to the February payment that was deducted from her account on 2/19/2014; however, the premium had already been refunded (electronically) on 5/5/2014 in the amount of $11,97. We reached out to the Member directly to attempt to resolve her billing concerns; however,the member has not yet returned our calls. As a gesture of good will we have extended an additional refund;to the Member for her January premium, via check #[redacted] in the amount of $11.97. On behalf of Dominion Dental Services, Inc., we thank you for your interest with our Member’s complaint and giving us the opportunity to address her concerns; Member feedback is essential for maintaining and improving the quality of our service. If we can be of further assistance, or if you have any Questions regarding this matter, please feel free to contact me directly at ###-###-#### Ext. [redacted] or [redacted].

Review: I went through a company by the name of [redacted] to get INSURANCE however the company that had accepted my application was dominion dental services who stated that they were an insurance agency so, I mad a dentists apt at my regular dentists office because dominion said that they cover that dentist office. when I went to the dentist office they stated this company was a scam and they decided to waive the office fee if I turn them in because they have had seven yes I said seven appts that week with customers stating that they had dominion dental services when getting the insurance I clearly stated that I was age 22 and when they sent me my paperwork which I still have they also stated I was an adult but when we called the company they stated I was on a juvenile plan I do not appreciate losing hard earned money over a company who does not help when they are paid! also I was under the impression that I would have my teeth fixed, I have an infection that is so bad that the only thing my dentist will do is go into surgery remove the teeth and replace them with a bridge however any other insurance agency will make me wait six months which the doctor also told me I may not have, he stated the infection is too bad to wait much longer I have tried to go every route but nobody seems to be able to help me at this time.Desired Settlement: I want dominion dental service to pay for this surgery because in the time it took for the company to respond I would have had some time to get the procedure done, however I was waiting on a reply from the company to decide what was going on.

Business

Response:

Dear [redacted]:

Thank you for your inquiry received on October 15, 2014. On behalf of Dominion Dental Services, Inc. we thank you for your interest with our Member's complaint and giving us the opportunity to address her concerns; member feedback is essential for maintain and improving the quality of our service.

Our Grievance and Appeals Department has researched the complaint thoroughly. A response has been issued directly to the member addressing her concerns.

If we can be of further assistance, or if you have any questions regarding this matter, please feel free to contact me directly at ###-###-#### Ext. [redacted] or [redacted]@dominiondental.com.

Sincerely,

Carey W[redacted]

Administrator, Grievances and Appeals

We Work For Your Benefit.

Business

Response:

Dear [redacted]: Thank you for your inquiry received on October 15, 2014. On behalf of Dominion Dental Services, Inc. we thank you for your interest with our Member's complaint and giving us the opportunity to address her concerns; member feedback is essential for maintain and improving the quality of our service. Our Grievance and Appeals Department has researched the complaint thoroughly. A response has been issued directly to the member addressing her concerns. If we can be of further assistance, or if you have any questions regarding this matter, please feel free to contact me directly at ###-###-#### Ext. [redacted] or [redacted]. Sincerely, Carey W[redacted] Administrator, Grievances and Appeals We Work For Your Benefit.

Review: Lack of cooperation when I complained about a dentist in the network. Lack of concern that the dentist may be fraudulent. Poor customer service and lack of responsiveness to complaint. Not satisfied with result.Desired Settlement: I paid premiums that I want reimbursed. Dominion dental refused to cooperate on my behalf with poor dental service. They did not respond to my requests for calls or action. They overcharge for premiums paid monthly. Refused to provide address and number for president of company so I may contact him. Told me I had to pay for the poor service I received.

Business

Response:

From: [redacted] <[redacted]>

Date: Tue, Jul 15, 2014 at 1:13 PM

Subject: Response to Complaint ID# [redacted]

To: [redacted] <[redacted]>

Dear [redacted]:

Thank you for your inquiry received on 6/30/2014. On behalf of Dominion Dental Services, Inc., we thank you for your interest with our Member’s complaint and giving us the opportunity to address her concerns; Member feedback is essential for maintaining and improving the quality of our service.

Our Grievance and Appeals Department researched the Member’s complaint and reached out to the Member directly to resolve her concerns. Unfortunately, the member has not yet returned our calls. We have sent written correspondence apologizing for her experience and to contact us directly for any further assistance.

On behalf of Dominion Dental, we regret that the Member’s interaction with our Member Services Department did not meet her expectations. Providing excellent customer service is one of our most important values, and our goal is to always extend quality service to our members.

If we can be of further assistance, or if you have any questions regarding this matter, please feel free to contact me directly at ###-###-#### Ext. [redacted] or [redacted] .

Sincerely,

Carey W[redacted]

Administrator, Grievances and Appeals

We Work For Your Benefit

Review: I was solicited by this company on behalf of my mother, [redacted], who is in a nursing home. They offered dental care for a monthly premium of $227.00. I informed the rep that my mother is tube fed and does not eat by mouth but was told that did not disqualify her. I was interested in providing my mother better oral care so I authorized service to start 2/14. I called in March to see if someone had actually seen my mother and how the service went but was unable to get information. I was told someone would call me back which never happened. Four premiums were paid before I finally pushed hard enough and discovered it was documented that my mother did not qualify but yet they continued to bill me. I called repeatedly for a refund of premiums that was promised by Rebekah Joy in June. A refund of 3 premiums, $681.00, was received the middle of August. I called at least three more times about the fourth payment, with the last call on 9/11/14. A gentleman by the name of Cliff stated the refund was processed on 9/5/14 and I still have not received the $227.00. I can't tell you how frustrated I have been with calling and getting the run around. I asked Cliff about the head of the company or some supervisor to call me at least 3 times without results. The customer service has been terrible and there was fraudulent billing for services not rendered after documentation in their records that my mother could not receive services. The company also tried billing for triple the premium amount due on 6/10/14. That bill came in May and started my push for more info.Desired Settlement: I would like a refund of the last premium paid. No services were rendered so a full refund should be issued as promised.

Business

Response:

October 3, 2014Dear [redacted]:Thank you for your inquiry (ID [redacted]) received on October 1, 2014 regarding a complaint received from member [redacted] relating to her billing activity. Our Grievance and Appeals Department researched the complaint thoroughly and we can report that the Member's concerns have been addressed and resolved directly with the Member.On behalf of Dominion Dental, we regret that the Member’s interaction with our Member Services Department did not meet her expectations. Providing excellent customer service is one of our most important values, and our goal is to always extend quality service to our members.If we can be of further assistance, or if you have any questions regarding this matter, please feel free to contact me directly at [redacted] Ext. [redacted] or [redacted].Sincerely,Carey WAdministrator, Grievances and Appeals

Review: I would like to file a formal complaint in regards to a service and advice that I have received from [redacted] Dental Plans administered by Dominion Dental Services, Inc. which resulted in personal loss to me of $680. In preparation for my children’s first dental preventative care appointment, I had called Dominion Dental to get information on plan coverage and dentist within plan for my children. I was provided information on plan coverage for the preventative care being the $30 co-pay and the nearest pediatric dentist to my home being [redacted], which was a 50 minute ride from my home. To be covered under my plan, I had cancelled my children’s appointment in [redacted] (not covered under my plan) near my home and drove to the [redacted] Dental office for the obvious savings.

My appointment was scheduled for February 7th. I went to the office provided my dental cards which were accepted and my children had the services completed. After the children’s preventative cleaning, I was told that the dental charges were not covered under the plan. The total costs were $800, instead of the $120 that I had anticipated paying. Immediately, following the appointment, I called Dominion and spoke with a representative. She said that she would turn it over to the supervisor who would review and see what she could do to help. She indicated that the supervisor was out but will call me back on the following Monday February 10th. I never received the return call and continued to call for the next 3 weeks. With each call, I had to go through the entire scenario and in the end told that the supervisor needed to review the case and would call back that day or on her return to the office. Finally, on February 24th, I was transferred to **. [redacted]’s voice mail and told that she was reviewing the case and would call back. I left a voice mail for her and had to call once again on the 25th afternoon. **. [redacted] indicated that her response in regards to my plan coverage and nearest in plan dentist were accurate, since my plan had $30 copay for the preventative that I needed to take my children even if she did not provide the clarification that the pediatric dentist was not covered under the plan. This is completely ridiculous in that this was purpose for my original phone call and had to drive 50 minutes from my home to find a dentist within the plan.

I have found this entire interaction with Dominion completely unsatisfactory on many levels. First, the advice was not clear in that I was contacting the Dominion as resource and relied on their expertise for guidance. Monetarily, I am unnecessarily out $680 for services that I would have never accepted had I known the cost beforehand. The manner and customer service provided through the situation was poor and extremely frustrating to track down **. [redacted] to return my calls and message. Lastly, the unimportance and lack of any accountability and disregard for any level of providing customer service reflects poorly on the provider. I am left feeling extremely disappointed and dissatisfied with the provider and would highly discourage any friends or colleagues in the Federal government from using the insurer’s services and am very disappointed that Kaiser would choose such a poor partner to administer their Federal Health care plan.

I am requesting that this issue be resolved and that I am compensated for my losses.Desired Settlement: I want to be compensated for the differences in costs incurred from not being with my plan.

Business

Response:

Dear [redacted]:

Thank you for your inquiry received on June 30, 2014 (ID# [redacted]). On behalf of Dominion Dental Services, Inc., we thank you for your interest with our Member’s complaint and giving us the opportunity to address his concerns; Member feedback is essential for maintaining and improving the quality of our service.

Our Grievance and Appeals Department previously researched the Member’s complaint, received directly from the member on 3/5/2014. Based on a thorough review, the complaint was resolved on 3/10/2014 in favor of the member.

On behalf of Dominion Dental, we regret that the Member’s interaction with our Member Services Department did not meet his expectations. Providing excellent customer service is one of our most important values, and our goal is to always extend quality service to our members.

If we can be of further assistance, or if you have any questions regarding this matter, please feel free to contact me directly.

Sincerely,

Administrator, Grievances and Appeals

We Work For Your Benefit

Review: I subscribed to this service through Healthcare.gov to get dental coverage as of 1/1/2014. I set up an automatic payment to be drafted from my account on the 1-5 of the month each month for $16.64. I audited my checking account in late April 2014 and realized that I had been being charged $19.14 each month, therefore was being overcharged $2.50 since 1/1/2014, for a total of overcharged monies of 10.00. Before I could contact the company in reference to this billing error, they drafted my account on May 5 for $19.14, then again on May 6 for $19.14. Double billing my account. Since I am a full time student and my husband is on disability we did not have enough funds on that day to cover the duplicate charge, therefore my bank charged me an Insufficient funds fee (NSF) of $30.00. On May 6, I contacted the company and explained this situation. Sent an email to a [redacted] outlining my over-payments of $10.00 from 1/1/14 to 4/1/14, the duplicate payment of $19.14 and the $30.00 NSF fee. I was told these funds would be returned to me expeditiously. A few days later I received the $19.14 duplicate payment, but as of today and three calls later and talking to supervisor after supervisor I have yet to receive my $30.00 NSF fee or the over-payment charges of $10.00. Honestly they still owe me another 2.50 for the May payment as well, but Im so disgusted I do not even care about that at this point. I am due $40.00 from this company and it has been three weeks with no satisfaction.Desired Settlement: $42.50 returned to my bank account that they had no problem removing but seem to have an extreme incompetency to return.

Business

Response:

June 10, 2014Dear [redacted]:Thank you for your inquiry received on June , 2014. On behalf of Dominion Dental Services Inc., we thank you for your interest with our Members complaint and giving us the opportunity to address her concerns; Member feedback is essential for maintaining and improving the quality of our Service.Our Grievance and Appeals Department researched the Members complaint and reached out to the Member directly to resolve her service and billing concerns. The Member has as requested and we are happy to report that the complaint has been resolved to the Member's Satisfaction.On behalf of Dominion Dental, we regret that the Members interaction with our Services Department did not meet her expectations. Providing excellent customer service is one of our most important values, and our goal is to always extend quality service to our members.If we can be of further assistance, or if you have any questions regarding this matter, please feel free to contact me directly at ###-###-#### Ext. [redacted] or [redacted]Sincerely,

Review: On 10/16/14, I requested an update on the status of my account because I had previously changed bank accounts and updated my payment information online. For whatever reason this did not update on their website. I received the following email in response

From: Narvette B[redacted]

Sent: 10/17/2014 4:42:21 PM

Subject: Re: Message from Dominion Dental Services

Dear [redacted],

The credit card we have on file declined on 8/26/14. Therefore, your policy termed for nonpayment. Would you like us to run the payment again? The balanced owed is $182.61 for August-October.

Thanks,

Narvette B[redacted]

A/R Reconciliation Specialist

I sent an email authorizing the payment as well as my credit card information with a request to let me know that the message was received. I received no response so on 10/17, I sent a follow up email and received no response from that email. On 10/21, I called Dominion Dental because I had not received a response. The woman I spoke to took my information and asked me to give them 72 hours for my account to be updated. I called on 10/22 and 10/23 to check the status at which I was told on each time that it would be 72 hours (which would have been updated on 10/24). I was on a business trip so I was unable to check up on the status on Friday or Monday, but I did check the online status which had not changed. My wife had a dentist appointment scheduled for 10/28 at which time she and the dentist were told by Dominion Dental that my account was still in terminated status and that they NEVER had any conversation with me. Documented in this message (and I have a record of the calls that I made to Dominion). This is highly unethical that A) my account was terminated because their website has issues, B) it takes (as they stated) 72 hours to update an account status C) that my account was not made current even after the stated 72 hours D) they lied that they NEVER had any conversation with me (my documented records show otherwise) and E) we ended up having to pay for a tooth extraction out of pocket because of their lack of service!Desired Settlement: I'm really not requesting anything from them. If this is the lack of service that Dominion Dental provides, then I am taking my service elsewhere! I am requesting that Dominion Dental NOT debit my credit card to reinstate my service. I want to ensure that EVERYONE knows the horrible service in which they provide.

Business

Response:

Dear [redacted]:

Thank you for your inquiry (ID 1[redacted]) received on October 29, 2014 regarding a complaint received from member [redacted] relating to his account status. Our Grievance and Appeals Department researched the complaint thoroughly and we can report that the Member’s concerns have been addressed and resolved directly with the Member.

On behalf of Dominion Dental, we regret that the Member’s interaction with our Member Services Department did not meet her expectations. Providing excellent customer service is one of our most important values, and our goal is to always extend quality service to our members.

If we can be of further assistance, or if you have any questions regarding this matter, please feel free to contact me directly at ###-###-#### Ext. [redacted] or [redacted]@dominiondental.com .

Sincerely,

Carey W[redacted]

Administrator, Grievances and Appeals

We Work For Your Benefit.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Gentle Revdex.com service,

I'm a member of Dominion Dental service since 2011. I changed plan at least twice, and last time was March 2013 with an [redacted] PPO. As they told me in March 2014, I had to wait until September before I was eligible to let my dentist performed a deep cleaning, pretty urgent and important for my dental situation since I never had in my life. Note that my dentist is not listed as in-network, so he needs to send the documentation to the insurance necessary for asking my claim.

After I performed the deep cleaning last September (09/05/14 and 09/12/14), my dentist sent three times the documentation to the insurance company but they declared they are still waiting for it

I quote them:

"I checked the claim history date of service 9/5/14 and 9/12/14 those claims are still denied. The denial still stands no xrays have been received. We still need diagnostic quality full arch xray. "

I asked again my dentist and she reply:

"As previously stated, I have sent the requested documentation three times to your insurance company as well as the x-rays. I had to mail them in each time since your insurance company does not take electronic attachments"

Note that I already asked for claims, and even if with some problems, after a while I got the checks. This time the service are unreasonable longer, and I have no way to resolve the situation.Desired Settlement: I ask to the insurance to resolve the situation actively, not just denying the claims.

If the files were received, I want to know why they were not accepted, what kind of format they need again and how my dentist can securely sent these file to them.

In case the file were never received, I want to know which way they accept the files, since mail or email were not accepted. In that case I am also concerned about the documentation my dentist sent to them, if it was managed properly, considering that potential private information can be included there.

Finally, I would like that Dominion Dental Service will contact my dentist to kindly resolve my situation.

Business

Response:

Dear

[redacted]:

Thank

you for your inquiry received on November 26, 2014. On behalf of Dominion Dental Services, Inc.,

we thank you for your interest with our Member’s complaint and giving us the

opportunity to address his concerns; Member feedback is essential for

maintaining and improving the quality of our service.

Our

Grievance and Appeals Department researched the Member’s complaint and we are

working with the Member directly to resolve his concerns.

On

behalf of Dominion Dental, we regret that the Member’s experience has not met his

expectations. Providing excellent customer service and processing claims

expeditiously is one of our most important values, and our goal is to always

extend quality service to our members.

If

we can be of further assistance, or if you have any questions regarding this

matter, please feel free to contact me directly at ###-###-#### Ext. [redacted] or [redacted]@dominiondental.com .

Sincerely,Carey

W[redacted]Administrator,

Grievances and AppealsWe Work For Your

Benefit

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I received a letter from Dominion Dental service, inc. dated 12/03/2014 where they notified me that also my dentist received a request for the missing full arch radiography, and a self-addressed postage paid envelope for their convenience.After ten days I contacted my dentist and they never get any letter from DOMINION dental service, inc. Can Dominion Dental confirms that their letter has been received, providing a relative tracking number?