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Kool Smiles
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1.5 89 Reviews

Kool Smiles Complaints Summary

11 Resolved
78 Unresolved
Our verdict: With Kool Smiles's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Kool Smiles reviews & complaints 89

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Newest Kool Smiles reviews & complaints

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J
9:31 am EST

Kool Smiles Orthodontist

I'm putting a complaint in about the new bedford office for poor customer service my son had his braces put on at this location every time I go in for an appt. The doctor will not be in then they tell me it's my fault and it's not it's the people in the office why schedule an appt. If no doctor is there and you don't know until the day of today 1/6/21 I was going in for an appt. Today I was calling because I was a couple minutes late when the secretary tells me it was rescheduled never got a notice a call anything but we need to cancel in advance practice what you preach our time matters as well but if we have an appt. The annoying recording harrases you I think something needs to be updated or someone pay more attention when making appts.

Desired outcome: better customer service

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7:47 pm EDT
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Kool Smiles service

I am very dissatisfied and upset with the service and treatment I have been receiving from Kool Smiles for the past 10 months. I took my son to have crowns put in by Dr. Taiwo Ogundipe and the job was not performed correctly. On Nov. 13, 2018, I took my son to Kool Smiles because he fell and chipped his 2 front teeth. I was told that he will need to get a root canal and crowns put on them. Kool Smiles referred me to someone else to get the root canal done but come back to Dr. Taiwo Ogundipe to have the crowns put on. I went back to Kool Smiles on Nov. 26, 2018, to have crowns put on and they said, he has to have his teeth cleaned in order to put the crowns (it was never mentioned to me that his teeth need to be cleaned prior to getting the crowns). I took him on Dec. 1, 2018, for a cleaning. I went back on Dec. 3, 2018, to get the crowns, and they told me the crowns are not back. I asked them, did you all not know this 2 days ago when I was here? No one could answer me. On Dec. 10, 2018, they could not put the crowns due to oral hygiene issues with my son. On Jan. 9, 2019, Dr. Taiwo Ogundipe put the permanent crown on. On Mar. 1, 2019, I took my son back to Kool Smiles because the crowns came out and it was recemented. The crowns came out again on Sept. 1, 2019. I took him back to Kool Smiles on Sept. 2, 2019, he was refitted for a new set of crowns. On Sept. 20, 2019, I spoke with Kool Smiles to confirm the appointment for Sept. 23, 2019, & confirmed the service that was being done. On Sept. 23, 2019, I had an appointment at 8:00 am, I got there at 8:24 am. The receptionist asked, what time is your appointment? I said it was at 8:00. The receptionist (I think her name is Karina Trujillo, but I am not 100% sure) said it's 8:24. I said I know that we were stuck in traffic. The receptionist said I have to speak with the doctor to see if he is able to see him, have a seat. I waited about 10 minutes and the receptionist called me back to the counter and said, unfortunately, his crown isn't back yet. I asked her, did you all not know this when I spoke with you all on Friday, why didn't anyone tell me this? The receptionist said, you probably spoke with someone at the call center. I said, no I spoke with someone at this office on Friday and they never mentioned that the crown was not back. The manager of the office comes out and ask what's the problem? I told her, they are saying that my son crown is not in and no one mentioned that to me when I called on Friday. I do not have time to keep driving all the way up here. The receptionist interrupts us & tell the manager, she was late anyway. I told the receptionist, I do not give a d**n that I am late, even if I was on time, you all still do not have the s**t to fix his mouth. The manager tells me to calm down. I told her I will not calm down because I have been dealing with this situation and you all since Nov. 2018, and you all still have not fixed my son teeth and you all still do not have your s**t together. It does not make sense that you all put these permanent crowns in on Jan. 9, 2019, and they have come out 3 times since then. No one wants to own up to their mistakes and they keep dropping the ball. They are very unprofessional and unorganized. They act as if they do not care what is going on with my son or the fact that we are in this situation because they agreed to do a job that they do not know how to do and is not being done correctly. There is no way my son crowns should have come out of his mouth 3 times after they were cemented in. It does not make sense that they do not know how to properly communicate with their patients. I should not have gone to that office twice to have my sons crown put in just for them to tell me the crowns were not there. Someone should have communicated with me that the crowns were not in before my son had to miss school and I had to miss work. My son is now using denture glue to keep the temporary crown from coming out until we can find someone else to do the job Dr. Taiwo Ogundipe screwed up. This entire experience with Kool Smiles/Franklin Dental & Braces has been nothing but a complete nightmare and headache. I have never seen a place of business so unprofessional, rude, and unorganized. I do not think it is fair that they are expecting me to pay for a service that was poorly done and incomplete. My son still was not able to get his permanent crown put in today. He still has the temporary crown in and he is using denture glue to keep them from sliding back out. Client ID/acct#-4101062

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9:46 am EDT

Kool Smiles customer services

The person who work the braces side customer services was really rude she didn't let anyone who was get braces know that the dentists was late which I find that rude because you should let all customer know if the receiving services what's going in in the office I am very disappointed about the services today 09/5/2019 appoint was at nine didn't get seen until 30 min later when the dentists walk in

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Is Kool Smiles legit?

Our verdict: Complaints Board's thorough examination reveals Kool Smiles as a legitimate entity with notable strengths. Despite a 12% resolution rate on customer complaints, which invites a closer look, Kool Smiles stands out for its commitment to quality and security. Clients considering Kool Smiles should delve into its customer service record to gauge compatibility with their expectations.

Kool Smiles earns 91% level of Trustworthiness

Perfect Trust Endorsement: Kool Smiles achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Kool Smiles. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Mykoolsmiles.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Mykoolsmiles.com you are considering visiting, which is associated with Kool Smiles, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Several mixed reviews for Kool Smiles have been found on various review sites. While some customers have had positive experiences with the company, others have reported issues with their products or customer service. It's important to read and consider a variety of reviews before making a decision to purchase from this website.

However ComplaintsBoard has detected that:

  • While Kool Smiles has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 12% of 89 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • Mykoolsmiles.com has relatively low traffic compared to other websites, it could be due to a niche focus, but could also indicate a potential lack of traffic and popularity. The mykoolsmiles.com may offer a niche product or service that is only of interest to a smaller audience.
ComplaintsBoard
R
7:33 am EDT
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Kool Smiles dental service (or non service as it came to be)

I called at 3:25pm on Wednesday Aug 14th for an emergency visit THAT DAY, as my daughter just had the filling of her previously filled tooth*2 months earlier) fall out. My daughter has Autism and has VERY different sensory responses than the neurotypical person. When I called I explained that the previously filled tooth filling came out I explained that my daughter has Autism and her sensory responses are more heithened than in other people and that it was a MUST that we get this refilled TAT DAY. On the phone they said "can you get here by 4pm? I replied yes. We got there by 3:44 pm AND were SAT til AFTER 4pm! Finally took daughter for xray, they only LOOKED at the tooth, and would not fill the tooth s, saying that they don't do any work other than xrays and cleaning after 4pm! WTF? My kid is Special Needs! I specfically stated on phone we needed filled THAT DAY, why bring us down from 20 min away (speeding mind you to get there by 4pm) only to NOT do what we can there for? We didn't NEED an xray, I knew what the problem was! I had the filling that fell out WITH me and showed them!. Seriosly? So now I have to do the same thing again today at 1pm where she will get the tooth filled. They also used to have convenient (for patrons) EVENIN hours and weekends, what happned to those? Switching from Kool Smiles to it's new Name "Porter Dental" recently has only made this dental practice WORSE! "Flexible hrs" my arse! When they say flexible they mean for THEMSELVES not the patients!
Ugh, after today, I'm finding a new pediatric Dental firm

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11:43 am EDT

Kool Smiles dental assistants giving our pricing for procedures

i had to have 2 teeth pulled & i was told my insurance would cover it. I get there & after 30 minutes of waiting they finally tell me the price of it & i expressed how when i was there May 6th that they said it was covered. The lady at the front then told me that "A Dental Assistant probably told you the price, I'm sorry & we are training them on that now." I then asked for something for the pain & got told to take over the counter meds... NEVER AGAIN!
1. a dental assistant shouldn't be discussing any type of pricing.
2. Over the counter meds don't work for the pain!
3. The procedure should have been done for the cost they said since it was their mess up..

Contacted corporate & got no response.. called to speak to the office manager at the Colonial Heights location & he was no help either...

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8:50 pm EDT

Kool Smiles dental visit extraction

This is the review I left weeks ago but never heard a thing. This place doesnt even deserve the 1 star that I have to give them to be able to leave a review! I BEG OF YOU, DONT TAKE YOUR CHILD HERE! This place has literally changed my child, my mother, and myself for the rest of our lives. I wouldnt put my pets through the trauma that my child endured here! The only thing that was halfway ok here was the one dentist was kind. The nurses and helpers were heartless, mean, and rude. My daughter is only 3 years old this was her first time at the dentist and she was trying to be brave, she was trying to talk with the lady at first and the lady paid not one bit of attention to her. She was physically held down by multiple adults and treated like a rag doll. Her tooth the abscessed and needed to be pulled but they dont do sedation at this location. I begged for them to try to get her into a place that could sedate her but the only place they would refer us to is 45mins away and when I asked if they would call them for me and see how soon they could see her they refused to help me out with that. My option was to take my baby home with an antibiotic and a badly infected tooth that was causing her horrible pain, she couldn't even eat. Or to have it pulled there in the office and have her tied down. I felt helpless I was scared of the infection and the horror she had already endured and I said to get it pulled. I paid for the nitrous but they didnt even give any to her. They told my mom and I that neither of us could stay in the room, I literally begged like a dog for one of us to stay. The dentist agreed to let my mom stay with my daughter but the nurse was very cruel when telling us the rules. She said dont speak to the patient dont come near her dont try to talk and there can be no communication to the outside she was backed literally into the corner being threatened that if she made one peep she would be out. They strapped my thing 3 year old baby to a papoose board put socks on her hands and literally velcroed her down from the neck down! As I waited in the hallway I could here her gut wrenching screams and pleas for help. It plays in my head over and over again. Now my child is mentally and emotionally scared for the rest of her life and so am I for that matter. I honestly didnt even realize that this was going on. I have never experienced something so horrifying in my life it is absolutely INHUMANE! They even put blinder glasses on her, she thought she was blind! Never again! Now even when I mention the doctor the dentist anything she loses it. She fell and skinned her knee a couple days later and youd have thought she cut it off she is terrified to get hurt now. I am not exaggerating when I say this has literally changed the course of our lives. This type of treatment should not be allowed how can we let our children be treated this way. Not to mention the cleanliness of the office was ridiculous. I could write a book and still never be able to tell it all and express the pain I felt in my soul. I hope this helps someone out there to never have to go through this hell with their baby! Since I called asking for an antibiotic and was told no. Also now for any other dental work my kid has to be put under. Not to mention the cost I am worried for her overall health. She has been diagnosed with PTSD because of this. I say this every day THEY BROKE MY BABY!

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9:01 am EDT
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Kool Smiles dental

I went back I. March for a tooth he sat for hr in waitj g room they then took me to back roo. A d sat for another half hr they finally took a xray then I sat for another half hr. Finally dentist comes over shows me xray says I need to teeth pulled. Made me a appointment for 5 weeks later and gave me antibiotics and pain med for two weeks and I said I have to wait this long and this is all the medication I get. And she smiled and said it should be okay I am in terrible pain that's why I am here. So now she gives me my appointment and says see you in 5 weeks. We'll 5weeks now I go back to get teeth pulled and get there 15 minutes early she hands me forms again to fill out. I fill out and sit down. She calls me back up laughing to her other secretary not looking at me and says oh the dentist that's suppose to pull your teeth isn't here. Then says hold on so I sit back down and she calls me back up and laughs again and says oh he is here today so you can ha e your teeth pulled and it's a hr drive to get to Kool smiles from where I live. So she tells me sit down and wait. So ten minutes later she calls me back up and says how are you paying today and I say excuse me you have not told me anything about a price and they both laugh as I feel humility she says I need 248.00 and I say you never told me I needed to bring any money and you never explained what my insurance covered and didn't cover. And again they laugh and she says well no money then we can't pull your teeth. I am just dumbfounded that they never said a word about any of this at my first appointment. So now We drove a hour for nothing I am in severe pain and she tells me when you have money come back what kind of place does this.

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1:31 pm EST

Kool Smiles poor scheduling

This is the 3 time now that I have made a 6 month appointment on a Saturday & they gave me a day during the week when my kids are in school. This is ridiculous! I'm ready to find a new dentist for my family! All I want is to schedule a Saturday for all 3 kids first thing in the am. The office told me the next available one is in March & my kids 6 month checkup is Jan 17th. If this is resolved then we will try one last time then we will go else where.

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8:30 am EST

Kool Smiles appointments, timiness, poor care

Let's start with the 50 voice, text and email reminders. The scheduling of incorrect appointments, the lack of communication regarding fees, the 45-minute wait to see a doctor, the lack of compassion working on a child and assessing their pain threshold, the piss poor apologies. What a nightmare. Is this really the service provided to low income individuals? Shame on you.

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11:23 am EST

Kool Smiles crying children, won't let parents back there

Lafayette, LA
Won't let parents in the back to comfort a crying child. THIS IS WHY KIDS HATE THE DENTIST! How are people with nobody to babysit their other children supposed to SAFELY bring their child to regular dental checkups? I don't trust these people to treat my child like a person. They have no compassion or empathy for children. It's like a factory NOT a caring, kid friendly dentist office.

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11:08 am EDT
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Kool Smiles charges

I am being charged for x-rays/panos for my son Mitchel McCaslin. I was told x-rays would be uncompted by Dr. Sharma. I used to work for Kool Smiles and x-rays & panos were necessary for wisdom teeth removal, but were uncompted. Even if someone came in with a lot of pain, co-pays were taken then uncompted. I spoke with both office's & manager Kathy Ancell. She told me it would be removed and nothing has changed. It is now on my credit report as a negative mark for $84. PLEASE REMOVE ASAP!

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9:16 am EDT
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Kool Smiles services

I cannot stand this place every since the second time my children came here for just dental cleanings about a year ago every time we have to go back it feels like hell. And now that my daughter sees the orthodontist it's 2x the hell becuase we have to go back more often. Every appointment they are running an hour behind and the staff is clueless or not compassionate to the customers concerns. And instead of letting me transfer to another location they are saying we would have to start treatment all over again, that's [censored] the same dr.s go to different locations. This company takes full advantage and beyond of Medicaid patients and the costs. I'm not taking my kids back there for anymore dental exams it not worth the time I'm losing from work or that my children is losing from school, and damn sure not worth the stress every time.

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10:26 am EDT
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Kool Smiles crown/filling

On Saturday Oct. 6th, 2018 I had an appointment for my son @ 11.00 AM. I recieved a call two day beforehand for appointment confirmation and I did confirm the appointment. I headed to the location and the front desk employee told me your appointment was cancelled.. I told her, i did confirm it on October 4th and she said I will see if we can squeeze him in. I waited 20 minutes and headed back to here, "just give me one second I will finish the current patient and get back to you", she replied. Then I waited another 20 minutes and went back to her. The lady said please write your son's name phone number, appointment time, what number called you on Oct. 4th, etc. and I will talk to the manager. I did that then I waited 10 minutes without any response then I left because of the time waste.

I had one issue before when I had an appointment with my two same sons and they gave me a wrong Kool smile location. I went to that location and it was closed and I made a call to the customer service who told me the appointment is on but the location is different. I drove to the new location and arrived 14 mins later and guess what "sorry sir you are late 15 minutes and we can not work with your son on his crown". I accepted that and my son had left.

With this two situations I called the customer service on Oct. 6 and cancelled all of my sons future appointments and change my service provider because this is not professional at all and also dis-respectable to customers time.

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8:54 am EDT

Kool Smiles appointment

Today my daughter had a cleaning appointment at your Kool Smiles in Norfolk Virginia on East little creek. We arrived 20 mins early for a 9 am appointment. Too be seen 40 mins later is so unprofessional and it continues too happen ever time I come here. There has too be a better way for them too do their job. It's 9:48 rite now this is crazy. Worst

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10:41 am EDT

Kool Smiles appointment scheduling

I was making an appointment with the patient coordinator at the little creek location and her and I were looking for a time that would be best for my daughter to be seen. The patient coordinator had a headset in her ear and while me and her was talking she took a phone call on me and started talking to the person in her ear which I thought she was talking to me at first, which had me confused she didn't say excuse me, she was very rude and she wasn't polite and I told her ma'am I really have to go to work and I'm really late can we finish the appointment and she looked at me and said "oh no I'm not done with you" and continued her conversation on the phone her conversation took at least 10 minutes before I felt a little impatient I was trying to be nice but I never felt more disrespected in my life I need someone to do something about this lady and her professionalism I understand she has to take work via phone and in person but she should use a little bit more kind manner's by saying please hold ma'am or one moment please but I feel like she is so secure in her job she got comfortable with just doing whatever she wants and that's not right. I need someone to do something about this lady and her professionalism. she should use a little bit more kind manners by saying please hold or letting the customer that is speaking to her in person know that she is excepting a phone call instead of just starting a new conversation on top of a pre-existing one without giving me the heads up. I felt disrespected. and I need this reported because next time I go to Kool Smiles and schedule an appointment with her I want to see that she actually cares about people and I don't want to be disrespected on my daughters next appointment.

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1:11 pm EDT
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Kool Smiles braces

Back in my daughters July Appointment we were told two more appointments then her braces were to be taken off. Her name is Logan Burns. Today September 17 they did not take off her braces but did another adjustment instead.
I am very disappointed and upset. My daughter is heartbroken and cried on the way home. We made an appointment now for next Wednesday and I hope there will be no problem getting her braces off. I am upset as this has taken so long

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10:22 am EDT

Kool Smiles dental services and customer service

We called to set up an appointment for my son to get a cavity filled. We specifically said we needed this service, and we gave the insurance information at the time of booking the appointment. The day of the appointment arrived, and we were told that the insurance coverage couldn't be confirmed due to not getting through to the company. They only tried once to verify coverage. We were also told that they had my son down for a cleaning, even though we specified that we needed a cavity filled. We were told there were no dentists there at the time, and he would need to have a cleaning before having the cavity filled. Since they were unable to verify insurance we would have had to pay out of pocket for the cleaning. The out of pocket cost for a cleaning was $200, but because the office manager wasn't there they were unable to take cash or card payments. We left. What a waste of time. The employee was rude and unprofessional. I promised my son we will never bring him here again. I will never recommend this place.

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1:57 pm EDT
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Kool Smiles my children's first appointment.

This happened in the Hampton office on August 27th from 1:45 to 2:45. I had my 3 daughters..14, 6 and 7. The 6 and 7 had never been before. I wrote a note to let them know my 6 year old was scared but she did well during X-Rays. She wanted to go first but they put the oldest first. Which then made my 6 year old nervous because time was going by to really think about what was going on. There was only a man on staff to exam the teeth and she does not do too well with men. When it was her turn she had already gotten out of the chair and I was trying to talk her back in the chair. The only thing he said..hey you wanna look at my mirror..She said no and still was crying. He just shrugged his shoulders and left. I was like WOW and this is a children's place. Anyways I'm thinking maybe he will come back but he never did and wasn't going to either. The girl then told me that she would have to go somewhere else. They didn't even try nor did they care. They just wanted me out. She really want to sit in the chair but was scared. If they had just tried she would had. They took me in a room to tell me about the other kids. When we walked out my 6 year old kept going to the room saying she wanted to sit in the chair. So she sat in the chair but this lady across the room shouted out me to come into the hallway and talk. Well I just got her in the chair was not going to leave her alone. So I told her no she could come to me because I wasn't leaving her. She proceed to tell me no you come to me out in the hallway. After a good 2 minutes of this she finally came to me and told me I need to talk my child and leave. This was a quiet zone. A QUIET ZONE! A KID PLACE HAS A QUIET ZONE!? Now also keep in mine my child has stopped crying and is sitting in the chair.
I am beyond upset! I will never bring none of my kids there ever again and will tell all my friends and family to never take their kids there if they love them. I am a hard person to upset. But I was so upset.
These people should not be in this place if they don't know how to deal with kids. It was so heartbreaking. All my kids and I were very hurt at the way my 6 year old was treated. It's like unless you like getting your teeth worked on you are not welcomed there.

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Dentcoat Farnandis
, US
Aug 29, 2018 4:48 am EDT

I am hoping the same best effort from you in the future as well. In fact your creative writing skills has inspired me.
Dentcoat-op

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11:20 am EDT
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Kool Smiles cost of tooth extraction

Went to Kool Smiles to get teeth pulled was not told on phone I needed to pay anything upfront. Day of surgical teeth extraction I was denied service bc I had no money to pay. My teeth are severely hindering me from eating. I'm a diabetic and in bad health. My teeth are all broken below the gum line and are infected. I'm asking you to please pull my teeth and let me pay payments.

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10:51 am EDT

Kool Smiles orthodontist billing

Was told by Liza that my insurance covered $1500 on my daughters braces, so I paid balance in full.Nearing the end of my daughters services they tell me I owe almost $1000 that insurance didn't pay.All because I was unaware that the $1500 wasn't paid up front, it was broken up over 2yrs and my wife no longer has that coverage.Never again Cruel Smiles

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