Kool Smiles

First time here today. Everyone was really nice and had good bedside manner. I dont care for the set up in the office. Everything is wide open. I would prefer more privacy when seeing a dentist. They have a big area that feels more like a shop you would see your car in. The dentist was very kind and knowledgeable. Will be going back for fillings and will have more to say then!

After a few bad dental experiences with a couple local dentists, we found Kool Smiles. We have been going to Kool Smiles for like 4 years now. My son has had regular dental cleanings every six months. We haven’t had any issues or negative comments till now. Our past 2 Appointments have been total nightmares!
I scheduled my son’s cleaning in the summer. Per Kool Smiles, they only do cleanings on certain days and times due to scheduling. I understand that and have never had an issue with it. I requested off my job and pulled my son from school to attend the appointment. When we arrived, I filled out the necessary paperwork (the same information I fill out every time I go… A printed out sheet where parents update would be more efficient for parents and your staff-​instead we have to completely fill out at least 2 pages) and as I was waiting, I was called to the front desk. I was then told, the x-​ray machines were down and my sons appointment required x-​rays. I could either wait for the repairs to be made (I was also told they had NO idea when they would be fixed and that I could be waiting for hours, or I could reschedule and come back for his appointment. I decided to call at a later date to reschedule.
When I called Kool Smiles Hagerstown Office to reschedule, I was connected with a female who acted as though I was interrupting her day to reschedule my appointment. She flew thru collecting our information (I was also scheduling my daughter’s first appointment) and collected it incorrectly. I had to be contacted by the office 4 times to get my insurance information in your system correctly.
On our rescheduled date, I had to request off my job and pulled my son from school. After we arrived I filled out the necessary paperwork-​AGAIN and ended up waiting for 45 minutes to be called back to the consultation room. There I was told that in my sons file there is an Authorization form from his PCP for a kidney issue he has had since birth. Since that authorization was completed 4 years ago, it was no longer valid and they needed another form issued from the PCP. (this never came up other than the first day in the 4 years we have been going there) my son has been cleared from the Urologist prior to even starting at Kool Smiles. They refused to see my son for this reschedule appointment.
Upon leaving, I asked the front desk when/​if they receive the form back from the PCP, will Kool Smiles contact me to reschedule? The receptionist informed me that I should follow-​up with the doctor my self because Kool Smiles doesn’t have the time to track down and follow up with the information. (Pretty much, Kool Smiles requires the form, but wont follow-​up to get the form).
I am at a loss and am contemplating taking my kids somewhere else.

Yes, it’s okay but avoid it if you can. Either they are way understaffed for dentists and hygienists or they simply don’t schedule enough. Yes, they’ll take all your kids at once but the wait is ridiculous. We’ve been going there for years (no other insurance option) and I usually need to free up 3 hours to take my kids there. I took just my 6 year old for a filling and spent the whole morning there. We arrived on time. Waited an hour and then waited and then waited another hour in the chair once we were called. By then my 6 year old was CRANKY! Wouldn’t you be after such a long wait? They told us we might have to come back but this was out 3^rd attempt at trying to fill the tooth because of BS rules. I wasn’t spending anymore time there. If the wait is going to be so long because of serving siblings they need MORE ways to entertain the kids. Right now it’s just books, coloring, ONE gaming station, a slide, and a TV that’s rarely one. In 4 years, I’ve only seen it on once.
Aside from the wait the doctors don’t explain much to me. I was told one child needed to have a tooth extracted. I asked why, what caused it? They couldn’t explain it. I was shown an X-​ray that looked fine to me. No explanation and they didn’t even show me which tooth was being pulled. I feel like options are forced on me. each time I go there I return home saying how much I miss our old dentist who doesn’t take our current insurance.

Original review:
The general Kool Smiles website says they accept MetLife plans. The specific page for this business doesn’t have MetLife listed. Call Kool Smiles at the 877 number and they say they accept MetLife. Call MetLife and they’ve never heard of any of the doctors at this practice.
Updated review:
First, they don’t know which insurances they take. If it turns out they DO take your insurance, they overbill you.
Second, phone calls to the office are immediately re-​routed to their corporate calling center so no one has any idea who you are. No personal service.
Speaking of no personal service, there is one giant room with six dental chairs and that’s where your kids will have services done. I have never seen a dental office like this in my life. Also, the hygienist and dentist don’t even bother to introduce themselves.
And finally… they don’t even ask you when you’d like to schedule your next appointment, they just put one on the calendar. On a Saturday. At noon. Because you have nothing better to do. Unreal.
Won’t be going back. There’s no personal care. It’s run like an auto manufacturing plant, completely impersonal and uncaring service. Don’t go there.
Update #2:
It’s been more than six months since that one visit, and I’m still receiving their junk mail, despite calling a phone number THREE TIMES that is SPECIFICALLY DESIGNED to remove people from the list. Oh, and I got a phone call today that said «since your daughter’s appointment was cancelled we wanted to reschedule.» It was cancelled SIX MONTHS AGO because I won’t do business with you ever again. My GOSH does anyone at this company have a clue?

I have never been as satisfied with any other dental office for my children! Everybody was super friendly and they always make the experience a happy one. Keep up the great work!