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Kool Smiles
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Kool Smiles
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89 complaints
11 resolved 78 unresolved
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J
9:31 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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 wa...

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B
7:47 pm EDT
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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...

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C
9:46 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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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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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B
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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H
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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S
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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C
1:31 pm EST
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This review was chosen algorithmically as the most valued customer feedback.

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...

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M
8:30 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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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A
11:23 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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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D
11:08 am EDT
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This review was chosen algorithmically as the most valued customer feedback.

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...

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W
9:16 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

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F
10:26 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

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K
8:54 am EDT
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This review was chosen algorithmically as the most valued customer feedback.

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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K
10:41 am EDT
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This review was chosen algorithmically as the most valued customer feedback.

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...

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M
1:11 pm EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

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A
10:22 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

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M
1:57 pm EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

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L
11:20 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

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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B
10:51 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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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