Kool Smiles

Waited 45 minutes after my appointment before my son was seen, assistants and clerks not friendly.

I’ve never had any problems with this place until my child’s visit last Friday. I couldn’t understand why people were always telling me to stay away from this place, well now I know. My 5 year old child was having some cavities filled for the first time in her life. She was terrified and impatient and the dental assistant must have been new or something because she kept telling my child to «calm down its not that big of a deal». I was already irritated by her tone of voice at this point but it got worse when the dentist entered, she seemed nice but after she began to work on the teeth she started to ask for the dental assistant to hand her certain instruments, again the dental assistant had no idea what she was talking about and wouldn’t suction the liquid out of my child’s mouth. I began to worry listening my baby try to breathe and only hearing coughing and bubbles. Finally I yelled «she can’t breathe!» And they got it together. After that outburst the dentist began to become more and more of a bitch, she was literally raising her voice at my child telling her: «relax your tongue!»
«If you don’t stay still we will start all over!» What five year old knows what relax your tongue means? How dare you threaten my child while she’s at your mercy. Don’t take your babies here please.

My son has been seen at this Kool Smiles location several times. Each time there has been an extremely long wait and some kind of issue. They billed us for nitrous one one visit, then my son tells me it was never used. When I called just minutes after our visit the call center said there was nothing they could do and transferred me to billing who was also unhelpful. I ended up driving back with my infant and 8 year old to get the payment corrected. On another visit, my son sat in an exam chair while other kids who came in after were seen. My husband had to speak with someone to find out why he wasn’t being tended to. They forgot about him! This last visit we waited 45 mins in the reception area until he was called back. Just about 10 mins later he comes strolling out. What kind of cleaning and exam happens in 10 mins??? I asked my son what was done, and he said they just polished his teeth. No x-​rays, no flossing, or plaque scraping, and no visit from a dentist. The hygienist said he had very clean teeth, but they are watching a spot between 2 of his back teeth that could become a cavity. How can you see a spot between his teeth with out x-​rays??? While we waited a 6 year old boy threw a tantrum and he and his mother were arguing back and forth. The boy screamed at the top of his lungs over and over again. No one asked her if she would step into one of the consulting rooms to help him calm down, so the rest of us waiting had to witness this child’s meltdown. My 10 month old stared wide-​eyed at the display of behavior in complete confusion. We won’t be returning to Kool Smiles.

1^st time visit for my 12 month old son…
First impressions– very unclean lobby area and tired/​rude customer service reps. The only reason that I could give it one star was because the dental assistant and dentist were pleasant enough, however we only spent about 10 minutes with them both.
At the end of the visit there was not any discussion about when I’d like to schedule my next visit… they already had it scheduled an annotated on a card which I received before I left. Not okay with me!
The entire building needs a good scrubbing an could use some renovations in the play area… it looked like it has been in use 20 years over.
For 1^st time customers, take your time and research a dental office who are kind to YOU and your CHILDREN. Many businesses in Killeen take their customers for granted which is reflected in the extremely poor customer service.
Our first and last visit.

I brought my 4 children here for the first time in October of 2010. Each child was given a clean bill and cleanings so they set their next appointments for April 2011. We recently made that appointment, and somehow one of my child’s chart was empty except for their basic information. It showed she had never been seen there before! So they refused to see her as a return patient and was going to charge me for a new patient. THEN, the other three children got their cleanings, and the dentist came in and was looking at x-​rays for my youngest who is 5 and said he had 5 cavities. Well, the problem was they hadn’t taken xrays for any of my kids on this visit yet so she was looking at the xrays taken back in October! My little boy has had cavities for 6 months now that have gone untreated and now has to have nitrous at another dentist because they are more than just surface cavities now. I am extremely unhappy with this office and the office manager said the VP of Kool Smiles was going to call me to take care of everything and it’s been over a week and NOTHING. I have had to pay out of my pocket for another «new patient» exam since I refused to have my children seen here anymore. These people are unreal. And the main receptionist is so snotty and unhelpful!!!