Menu
Kool Smiles Customer Service Phone, Email, Contacts

Kool Smiles
reviews & complaints

www.mykoolsmiles.com
www.mykoolsmiles.com

Learn how the rating is calculated

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.
Verified
The authenticity of the customer service contact information for Kool Smiles has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Kool Smiles. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Kool Smiles reviews & complaints 89

Sort by:

Newest Kool Smiles reviews & complaints

ComplaintsBoard
T
6:36 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Kool Smiles came for a cleaning

My name is Treon Melton and currently me and my three daughters are to getting cleaning . Receptionist was very poor how procedure are done. When I schedule the appointment ahead the young I told over the phone my dental insurance have changed. She told me to bring the informtation in at appointment. We arrived at 8:08am our appointment was 8:00am. The Receptionist gave me paper work to complete which I feel everything was done several months ago when my daughters came to get a quote on braces. The only thing I needed to fill out was to update my insurance. No complaints I feel the entire 3packages on each client then the young lady stated Mrs Melton I should have told her my insurance needed to be updated? My daughters was not called in until 9:18am lack of communication and lack of handle/ able to multi tasks current role need more training

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
E
8:17 am EST

Kool Smiles medieval torture

I have a horrible fear of dentists. This was because of HORRIBLE dental experiences as a child. When the pain became too bad, I thought that maybe someone who treated children could help me. What I saw and read disturbed me greatly. I read about all the restraints used on children. Then for half an hour, I had to listen to a small child SCREAM AND SCREAM AND SCREAM as the dentist worked on him. That child will grow up like me and I consider that kind of treatment deplorable. I will never return or recommend them to anyone.

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
R
9:21 am EDT

Kool Smiles appointment scheduling

I needed a new retainer, as my old one had broken. I called Kool Smiles, which sends you through a long automated phone service before sending you to their call center in Georgia. The Kool Smiles call center claimed their earliest available appointment was a month away, so I made an appointment and waited a month.

When my appointment finally came, the front office at the Tyler, Texas location had issues billing my insurance. They claimed my insurance was closed at that time, so we would have to reschedule for two days in the future. They blamed all of this on my insurance.

Before the next appointment, I called the Kool Smiles call center and confirmed that my insurance was being billed. They assured me that everything was set for my appointment the next day.

When I came for the second appointment, the front office again claimed they could not bill my insurance, because it was closed. They had not attempted to contact my insurance during the two day wait, as planned, and claimed they did not hear from the call center yesterday. After much run around, they agreed to let me see the doctor.

However, after bringing me back to a patient room, they then discovered that they did not have an orthodontist at the office that day. They claimed they had no way of knowing that I needed a retainer, because the call center had made my appointment. This was not true, as the front office made this appointment when my original appointment had to be rescheduled. Regardless, they claimed they only had an orthodontist on site on Tuesdays. Naturally, they set my next appointment for Thursday.

I have since cancelled that appointment and made an appointment with a professionally run office.

Do not go, unless you like waiting a month for an appointment, and taking off of work for appointments just to be turned away.

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
F
9:30 am EDT

Kool Smiles horrible experience

WACO, TX. It's been nothing but a fight with Kool Smiles since day 1! Took my son in July 1st to Bellmead, and everything seemed to be okay. The front desk was super nice and helped me deal with our insurance who was a pain to deal with. Well, we were told our son would have a procedure July 27th, and we would get a call to set the appointment time up, they said the lady would call 2 times and that's all so to be sure to answer or call back. A week goes by and I start calling and leaving messages to find out a time my son was going to be seen, and no one would call back. Finally, Monday the 25th(2 days before) my husband calls and talks to corporate scheduling and was told our appointment had been rescheduled for September. So, I drive to bellmead to find out what's going on and of course they were closed. I end up driving to Valleymills and the general manager was finally able to reach the lady who sets up the appointment and she calls and tells me they can get him in for 10am July 27th, which is weird because her phone magically started working in the office the day of the 27th(&when any staff members called her)and I told her I had tried calling many times and left many messages, but she claimed to have no idea what happened, "she never received my calls and voicemails"...So some "miscommunication happens" about money, and we didn't have the funds they wanted so our son wasn't seen. Thursday(28th) I get a call saying a special dentist wanted Wyatt to come in to the Valleymills location, and not to worry about money, so I take him in to be seen(not knowing what's going on), and I asked the lady upfront if she knew what was happening, and how much this appointment would cost. I then was told they weren't even sure if the dentist was coming or not, nothing had been confirmed, but we had about 10 minutes until our scheduled appointment so we waited and the dentist showed up. Went and talked about everything that happened, he told us there were things that could have happened so my son could have had the procedure on the 27th but they refused to help, he glanced QUICKLY into my sons mouth and told me he would NOT charge me for the visit or bother with my sons insurance, and he would personally call me the next day to check up on everything but he never did. (8-12-16) I get a bill for $79 for that appointment! Are you kidding me?! My son needs a very expensive procedure, money we don't have, and y'all are going to take $79 out of our funds when I was specifically told we wouldn't get billed?! NOTHING HAPPENED! I DID NOT ASK TO GET MY SON SEEN! I DID NOT GET A PAPER ABOUT THE APPOINTMENT AND WAS TOLD I WAS FREE TO GO AND I DIDN'T OWE A THING! I am VERY upset with everything we've been through with y'all. Not to mention, the scheduler called me saying they could get my son in for Aug3rd in Killeen, I told her that wasn't a possibility and that we would keep our new scheduled appointment for Aug31st, and she tells me they were over a week of cancellation of trying to get my son an approval for more money for his procedure. How is that possible? IT WAS ONLY 2 DAYS LATER! They must have never even attempted to get an approval. Also, on July 27th I asked for them to print a treatment plan out for me, and they "couldn't". I was told I would have to drive back to Waco, I live about 25-30 minutes from Waco, to get the paper I wanted printed. BULL! All I have to say is if you can keep from coming to Kool Smiles then do it, it's in your child's best interest! I will be calling corporate about everything.
Let's just say that's a short version. I left out a lot of stuff!
I use to think very highly of this company, but how they treated my family is uncalled for. They will never have the opportunity to do it to my family EVER again! They have lost our business and our respect as human beings, not that they care! Very unprofessional! My son might be 2, but he's in SERIOUS pain and slowly losing weight due to not being able to eat, and to turn him away is inhumane!

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
R
8:03 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Kool Smiles rude, unprofessional, medicade fraud, incompetent, front desk staff

I was giving a follow up appointment for my babies to have fillings this morning June 27th 2016. I Had recieved emails to confirm the appointments. I show up on time to be told we have no appointment and I can be seen if I will pay cash or I can reschedule... I tell the lady I have emails to prove I have and appointment. She rudely says do you want to make an appointment cause I have other patients. Wow! I WAS SHOCKED at her unprofessional and rude attitude so I ask to speak to someone else. Only for her friend to come out after there kiki session and do the same thing. Why would I pay cash if my children have coverage? This is fraud! They treated my children and I like trash. I had been a patient for 6 years and try my hardest to be undrestanding with good appointments, bad appointments, and new hires, until today. They way your new young unprofessional staff treated us was appalling. Never Again!

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
M
9:43 am EDT

Kool Smiles wait time

As I'm writing this, I am seating in the koolsmiles office in virginia beach. My children 10 and 16 year old had an appt today on April 30th @ 11 am. We got to our appointment at exactly 1040 am. There was about 3 other people waiting and i don't know how many in the back but 3 other people walked through the door for check in and got seen before we did. I got up to speak with front desk and they all looked around to see who and when would they be called. In about 7 minutes, my youngest got called and then I got on the phone with corporate to file a complaint. While on then phone say about 4 minutes, they then called the oldest in. My complaint is about the time and all the other patients with appointments after 11 came in and got seen before my children. This is straight up b*******! My life does not revolve around Koolsmiles and I do have other engagements for the day. I don't mine if it was 15-20 minutes of waiting but it was an hour and 15minutes. Stop scheduling these appts for people if you dont have the staff. This is truly ridiculous and now the girl is being apologetic for the wait time. Too late! Koolsmilws really need to get on track and provide excellent service to there customers because this isn't the first time this has happened to us and i contacted corporate and got results. You get paid for doing your job so do it right in a timely fashion. It is now 1237 pm and im waiting for my children to get fillings and a sealant. Really!

This is not the last koolsmiles will hear of me because im planning on taking business somewhere else and spreading rhw news around to everyone else who is or has experienced this and other problems with koolsmile. Don't be afraid and let your voice be heard because just like anywhere else, they need our business to grow.

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
M
3:20 pm EDT

Kool Smiles poor time management

My name is Dr. Wattley,

This is a formal complaint about the poor service given on a continued basis at your College Park, Georgia location.
This letter is not based off of one incident, but it is a series of unfortunate events that leads me to write you today because timeliness and mindfulness is lacking at this location.

On the last 4 visits at this location it has become abundantly clear that regardless of how early we come for our appointment, that we will wait at least an hour before we are seen for the scheduled appointment.
There is training and a management issue that needs to be resolved by corporate to remediate the consistent issues of not respecting a customers time, regardless of what the excuse of the day may be.
I have 5 children adopted from the state of Georgia who all receive Medicaid insurance, but my household income is over $500, 000 annually. It seems that most of the clients at this location are on Medicaid and that the employee attitude is that the customer is getting free insurance, so it is okay to give subpar service at this location, in regards to timeliness.
If that is indeed the case, I am here to say that your business should not be run like that, solely based on a zip code, a neighborhood, or any other preconceived notion of a specific area.

According to the US Census for 2000, Fayette County Georgia is the 10th wealthiest county in the nation. We stay only 15 minutes from this location, but I find that the consistent long wait for treatments is that of a 3rd World Nation.

Do better and stop over scheduling appointments with guesswork. If someone comes in late for their appointment, they need to reschedule because it is not my fault that (they) were late. We have never been late, yet we continuously must wait at a minimum of 30 minutes to an hour before a simple procedure is performed such as a cavity or a sealant. Your establishment should respect my time and respect my money because Kool Smiles is not so cool with the ridiculous waits encountered at this location.

Simply put, “Do Better”.

Dr. Wattley
678.5592931 Cell

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
R
3:29 pm EST

Kool Smiles non stop phone calls

Let me start with the fact that I love our local Kool Smiles! Have never had bad service, however, for months now I have been getting calls everyday to set up an appointment for my girls. I get these call everyday. I was finely able to answer a call, the lady was very sweet, letting me know the girls are over due for their appt and would i like to set one up. I explained to her that their Medicaid had been canceled due to my paper work being late and that when i had them covered again i would call and get them back. The calls stopped for a while, then started again, every day. I called them back twice, told them again that i would call when i could get the girls in. This is three times now i have told them this. Now they are calling my husband! Nonstop, everyday, while he is working. While still calling me. Every day...He is getting very upset at the constant calls, 7 days a week. I would hate to do business else where, but if the calls dont stop, i will not go back. Please help.

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
W
9:35 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Kool Smiles poor service

Employees at front desk are rejects, disrespectful, don't know how to keep files. Every time I go there I have to fill out the same paper work and always have to give them my Custody papers that they should be keeping on file. The appointment I made was for my Grandson for pain he was having and this was confirmed the day before when they called to confirmed appointment but when I arrived they said it was for a cleaning. They did an x-ray and then I was told they were too back up to do the cleaning unless I wanted to wait up to 2 hrs. A whole day and 18 miles for nothing! They wanted me to come back next week. I am trying my best to find another place to take him. I have worked Quality Assurance for years on the phone, please teach your employees how to treat Patients. Cell phone should be put away, personal conversations should be stopped when Patients come in, and company phone is not for their
use. They are REJECTS from school. I was given papers to fill out as if I were a new patient and 10 minutes later this lady comes to me and ask me to fill out some more papers. I told her nothing had changed on the medical records and I was told it didn't matter she wanted them filled out again. All employees should wear a name tags so they can be reported. Stop over booking. I have never seen a dentist office run this way.

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
L
3:57 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Kool Smiles awful service

I have spent the past 3 weeks phoning and visiting the local branch of Kool Smiles. I called multiple times before my appointment to ENSURE that the dentist I was seeing accepted my insurance. I even asked when I went to the appointment. All parties agreed that I was fine. About a month later I receive a bill for over $300 for a cleaning and x-rays, which are covered under my insurance. I called and called. After FINALLY getting in contact with someone to speak to regarding billing, they told me that I needed to go in. Once I informed them that I had been in and discussed the same problem, they continuously said "I don't know why they would tell you that, we can't see that information". This is the worst customer service I've ever received. I told them to shove it and to play the recording back, which they did, and they said "Oh, you did ask if the specific dentist would accept your insurance, " to which my response was "did you think I would lie about it?" Everyone who you speak with is unprofessional, and unable to answer any question you have. They all want to blame the customer, rather than blame themselves for screwing up.

I don't care if Kool Smiles is the last dentistry on the face of the earth, I WILL NEVER go back. I would let my teeth rot out of my head before going back to see them after this whole ordeal.

Read full review of Kool Smiles and 2 comments
Hide full review
2 comments
Add a comment
N
N
not too happy with kool Smiles
Richmond, US
Sep 24, 2012 11:43 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Kool Smiles discriminates against while employees. If an African American complains to the EEOC or NAACP (with false claims), Kool Smiles will terminate the white employee just so they do not have bad press from the NAACP or EEOC...I have proof and I will be using it to my benefit.

N
N
not too happy with kool Smiles
Richmond, US
Sep 24, 2012 11:47 am EDT
Verified customer This comment was posted by a verified customer. Learn more

**White employees

ComplaintsBoard
R
5:58 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Kool Smiles not handling the appt correct

I sent my 13 year-old daughter back with them first then my son went back my son came back out fast and one of the nurse inform me that my daughter they haven't started on so me and my son was waiting and all of a sudden they nurse ran and told the other front desk nurse to call 911 that the patient in room 8 was not responding and never told me anything my son over heard them and so i went to the desk and they act like they did not want to tell me so i just walk to her room then they said she was not responding and then she started back so i told them they was wrong for not informing me of the situation and that i was going to make a complaint on this company.

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
D
9:03 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Kool Smiles failure to remit records

My family and I moved out of VA to PA. I have spent the last 3 months trying to get my daughter seen by an orthodontist for maintenance on her braces. I finally found a dentist willing to take her as a transfer and now cannot get her records. They took a message at the "call center" and forwarded it to the office in Newport News. Two days later I get a call back with instructions to send a release form with our signatures to their fax number and they would handle it as soon as possible. I went to the new orthodontists office and filled out the release form and it was sent out that day. It's been a week. HOW HARD is it to FAX a FREAKING FILE to another office? She hasn't been seen by a dentist since August. After reading other reviews I can't see why this place is even in business. They are operating under poor practices in every instance of the words...

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
C
10:35 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Kool Smiles traumatize child

We brought my son in for him to get cavities filled. First they lacked explaining the procedure to us. Then they missed one of the visible cavities with all their "xrays". The worse was when the procedure started. They strapped him down to a papoose board. Then another "assistant" put him in a headlock grip because he was screaming and fighting in fear. They gave him no sort of sedation or laughing gas. I was so horrified during the whole thing. Listening to my son's gargled screams. I was trying to stay calm and not yell at the dentist because I knew that it would only add to my sons anxiety and increase the traumatizing experience so I just kept trying to keep him calm so it would be over. The dentist had the nerve to say "this is normal." My child will most likely need counseling from this horrific experience. After we left and me and my son were both in tears he told me the reason he was fighting so hard was because the person holding him in a headlock was pressing down on the bridge of his nose and he couldn't breath. My son's gums are swollen and looks like it is starting to get infected around one of the caps.

Read full review of Kool Smiles
View 0 more photos
Hide full review
ComplaintsBoard
S
10:13 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Kool Smiles misdiagnosis

I went to kool smiles to get two teeth pulled he didnt deaden it good so it was very painful then I went back in horrible pain I couldnt sleep my face swollen he told me there was nothing wrong with my mouth that I have a sinus infection and to go see my doctor. Bi went to a different dentist and he packed my mouth pain was gone. I called kool smiles and the dentist called me apoligizing for the misdiagnosis.what can I do

Read full review of Kool Smiles
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
A
8:55 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Kool Smiles unnecessary roughness

I took my 13 month old to Kool Smiles after seeing their commercials and how they say they specialize in children dentistry. I'm sure there are good people that work at Kool Smiles. My overall experience however was good until our name was called. They have a nice play area and a big spacious waiting room. When my sons name was called we went back with a guy who barely spoke English. I was trying to explain my childs condition. My child doesn't eat well so he drinks Milk as his main food group. The guy told me I shouldn't give my child milk but once a day and that he should only have a little bit. I tried to explain things but couldn't seem to get my point across. After that conversation he had me pin my son to the chair as he proceeded to stuff gauze in his mouth. The whole time my child is choking, screaming, and thrashing around. Then the doctor comes in and makes me do this all over again with pinning him down so she can look inside his mouth and she said I wasn't holding him well enough and proceeded to yell at me to hold him down correctly. Needless to say I will never be taking my child back to Kool Smiles.

Read full review of Kool Smiles
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
S
4:57 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Kool Smiles dismal customer service; no communication; terrible billing practices

I went to Kool Smiles because they told me that they DID accept my Careington 500 dental plan because it was showing in their computer as one of the plans they accepted. On that basis, they performed an oral exam and took a bitewing x-ray because I had broken my two front teeth and was needing crowns. When I went to check out, they told me that they had not heard back from their corporate office (this is a large chain, apparently) as to whether or not they actually accepted the Careington 500 plan or not. I was told that it was fine, because if it turned out that they did not accept it, I would not be charged for the exam and bitewing.

After multiple phone calls to the local office in Abilene, TX at 4754 S 14th St, I was no closer to finding out whether or not they accepted the Careington plan. The business office manager, John, told me that corporate was not answering his emails about this. I find it deplorable that a local office could not even get an answer from their headquarters as to whether or not a dental plan is accepted. Why was it even showing in their computer? I never received an answer to this question..

Business office manager John said that he would comp the charges because he never got an answer from corporate and that I would not have to pay for the initial visit and x-ray. Meanwhile, I had sought out another dentist that accepted my plan and was proceeding with treatment, having paid the new dentist for the same procedures and more. Now, three months after the debacle with Kool Smiles, I have received a bill from their headquarters billing center in Marietta, GA for $100 for these procedures which were supposed to be comped.

I am still fighting this and John says that he will get it sorted out for me, but I have little faith in Kool Smiles in general. They appear to function very haphazardly. It took them four attempts to get a bitewing, which means I got shot four times with x-rays and their billing procedures are dismal if not outright deceptive. There is apparently little or no accurate communication between their headquarters and local offices.

Also, I observed people sitting in dental exam chairs immediately after the previous person had vacated the chair, with NO cleaning or disinfecting of the chair where the head, neck, arms, and hands of multiple patients had contacted it. This place is a staph infection waiting to happen. I couldn't get home fast enough to disinfect myself after being at Kool Smiles.

I cannot recommend that anyone go to Kool Smiles under any circumstances.

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
D
4:26 am EST

Kool Smiles extracted my tooth.

I was in Kool Smile dental office and they extracted my tooth. I knew that it was unnecessary and I came to other dentist. He wrote me conclusion decision and there is said that extraction was useless. I think I have to go to court and I have real chance to get compensation.

Read full review of Kool Smiles
Hide full review
ComplaintsBoard
D
11:41 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Kool Smiles staff at kool smiles

After seeing many commercials on tv about how wonderful Kool Smiles is, I had to take some action. My 4 yr old granddaughter was seen at Kool Smiles for a check up. At her 2nd visit, we were under the impression that she was to have some cavities filled, since she had been there previously for an evaluation. A mask was placed on her face with the nitrous oxide to relax her prior to having dental work completed. After the mask had been on her face, and she had been placed in a reclining position for quite awhile, the staff left the room to discuss with other staff her appropriate dental treatment. They came back into the room, and realized that they had no idea and no records of what she was to have done. The gas was turned off at this point, but the mask was left on. After another 30 minutes of waiting and talking with other staff, they decided to start treatment, which was to include fillings of cavities. At this point, my granddaughter had already been waiting patiently with the mask on for quite awhile. She became upset and started crying. The staff became very irritated with her, and told me that she needs to leave and is not allowed to return to that office. Of course, I had no intention of returning to that office with any children. I was horrified with the treatment my granddaughter received. My daughter has another pediatric dentist that she could have taken her to, but made this appointment since she was able to get her in immediately. Believe me, there is a reason you are able to get into that office quickly. My granddaughter and I both left in tears. Please don't subject any children to this torture. There are many many other dentists that are wonderful and will treat your children with the respect and kindness they deserve. My granddaughter was seen by anther dentist, who stated that she absolutely did not need any fillings. Her checkup and cleaning were completed without any difficulty whatsoever. I hope this helps someone else avoid a terrible experience.

Read full review of Kool Smiles and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
N
N
none12
Atlanta, US
May 30, 2012 10:41 am EDT

As a formal employee of koolsmiles you are totally correct. The Dental Assistant should of never left the girl in oxygen without her being present. Please pass this around, so that people can know that Koolsmiles in only about getting production and destroying teeth. Make sure to ask all doctors to show you the x-rays because all they want to do is chart cavities where there is any. Because doctors see so many patients in volume all they want is to jump from patient to patient. Remember Koolsmiles always advertises that their practice is all about family and great experience, but i use to do their public relation and all of that is false. They just care about bringing more people and whatever cost.

SKOR
SKOR
Toronto, CA
May 07, 2012 8:42 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Perhaps you are correct, Brenda* - I read the OP again, and the she could very well have been present the whole time.

Though I would in turn ask why, after seeing the staff sedate her granddaughter, place her in a reclining position, leave the room with the sedation gas on (!) for some time, return, admit they had no idea what treatment to follow, then finally turn off the sedation gas but leave the mask on, leave for another 30 minutes before returning to start treatment, did she not grab her granddaughter and leave at that moment?

SKOR
SKOR
Toronto, CA
May 07, 2012 8:04 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Why did you leave a 4-year-old unattended that long? Especially since you had no prior experience with them.

I would imagine any child would be frightened and upset by being abandoned by her grandmother to a group of complete strangers - even if the procedure had been handled properly.

ComplaintsBoard
A
12:51 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Kool Smiles abuse

I am new to the area and this office had just opened. I was a walk in patient and very pleased with the loOK of this office. My child is 5 and was due for a cleaning. We checked in at 9:30 for our 9:45 appointment with a woman with very short blond hair. This lady was rude and was more interested in her cell phone than answering my questions. We were seen at 10. The assistant who greeted us was very friendly, my daughter even grabbed her hand. First thing while back there were x-rays. She was unable to cooperate with x-rays because of her gag reflex, not behavior. The assistant continued being friendly saying "Its OK sweetheart, you're little mouth is just too small for our big pictures!" I was very impressed. Then we were greeted by a hygienist who was smiling ear to ear. My daughter talked to her and let her clean "her pretty little teeth". The hygienist told me her teeth loOKed good and she didn't see any cavities but the doctor would be over soon to loOK. The doctor came over after 20 minutes of waiting, introducing herself. "Hi Mom, I'm doctor Mona. Nice meeting you". By this time I was very pleased with our experience until ... Doctor Mona put on her mask, glasses, then gloves. (Touching her hair with her gloves) I was disgusted but didn't want to correct her. She then began counting Aubrey's teeth. She started calling things out for the assistant to chart and then set the chair up and let my child pick a toy. She told me my child had 6 cavities and would need stainless steel caps. She also said the child would need sealants to prevent cavities. The hygienist just told me she saw nothing. I'm shocked so I asked the Doctor to show me the cavities on the xrays. Her reply "You cannot see them as they are small." Then walks away. The assistant comes to be explaining the treatment plan and needing a signature. While explaining, she states these teeth need caps because they have large cavities and the cavities are between her teeth. I tell her the doctor just told me they were small... she replied she was unsure but would find out. I was then offered same day treatment. Oh how I should have said no...but I said yes. My child was terrified and crying and all Doctor Mona did was scream at her to stop crying. She then proceeded to give my child a shot and she was moving her head everywhere because she didn't want the shot. Doctor then told me about a papoose, and I quickly declined. She numbed my daughter by having the assistant hold her head still.. my daughter had a large bubble on her lip and the doctor told me it was normal and would go away. She drilled as soon as she finished numbing (not letting it soak in or anything) and my daughter screamed the whole time. I was crying because I was so upset and asked for my daughter to be let up so we could leave, the doctor declined saying "we are almost done". She finished and let my 5 year old up...who was dripping sweat, blood red from crying, a large bubble under her nose, and a big nick on her cheek from the drill... From this moment on, I knew I was never coming back! I toOK the xrays to another doctor in town, Dr. Boren, who stated none of these teeth needed treatment, and baby teeth do not need sealants. I continue to go to him and my daughter absolutely loves him.

Read full review of Kool Smiles
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
U
12:10 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Kool Smiles incompetent staff

I had an appointment at Kool Smiles for the last 6 months. They robo-called my home many times to confirm the appointment and the calls actually continued even after I confirmed the appointment once with a live person then again with a robo call. The even emailed to receiva a confirmation. Apparently, they serve primarily medicaid patients and the "missed appointment" rate is high. I arrived to my child's appointment on time, with a vaild Humana Dental Insurance card, my child and my checkbook. The appointment was at 5:00 p.m. I signed in, presented my card and the lady at the desk noted that she did not have the card in her file. She had completed a "verification" with the insurance card of my former employer. What was so frustrated is that I had given them my new insurance information twice, once in the office in Februray and again a month prior to my appointment. The lady at the desk said she needed to send up the new card to be verified. This front desk lady then left the office at 5:30 p.m. At 5:40, I approached the other lady at the desk and asked when my child would be seen. She said she hadn't received a certification back from my insurance company. I called my insurance company directly and they were willing to fax the verification to the office but the desk lady said that would not work - that her Kool Smiles verification place was closed. At 6:00 p.m. I was informed that they were closing and that my child would not be seen that day. Between scheduling, getting there, waiting driving home - I wasted three hours of my life that I will never get back. If anyone on the planet can explain why a mother with an on-time child, an appointment, a valid insurance card that Kool Smiles takes and a checkbook is declined to be seen I would like to know. The level of incompetence is astounding. Take a look at their "Quality Report" on their website and see how they glaze over their complaints received. Good PR and bright colors on their website and in the office only go so far. I am also contacting my benefits department and Humana dental to let them know how poorly my child and I were treated. To add to all of this, my child has autism, and began to cry in their office and was inconsolable on the thirty minute ride home when he realized they would not see him.

Read full review of Kool Smiles and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
J
J
Jennifer n
, US
Jan 30, 2014 9:46 pm EST

Thank you so much in letting everyone know about this. I live in baltimore and was actually about to make an appt with them before reading this and this made me change my mind. I'm so sorry that your son went through this :(

D
D
Donnie Vashir
Hobken, US
Jul 29, 2011 12:29 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

This reflects poor service and a disorganized work place by Kool Smiles.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Kool Smiles customer service

Website

www.mykoolsmiles.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Kool Smiles?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Kool Smiles Customer Service. Initial Kool Smiles complaints should be directed to their team directly. You can find contact details for Kool Smiles above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Kool Smiles. Discuss the issues you have had with Kool Smiles and work with their customer service team to find a resolution.