I arrived ten minutes early for my 10 am appointment. The receptionist told me that while I was in their computer system, I was not on the schedule for an appointment. Since I hadn't been there before I asked why I'd be in the system but have no appointment. The receptionist said she didn't know. Since I had gone to some inconvenience to be there when the scheduler told me I had appointment, I asked if they could please get me in. After some staring at her computer for a while and then asking someone else, she said I could get in an hour. I waited and was called up an hour later. Another person asked if I'd like to reschedule. She said she could not verify my insurance. They had had my insurance information for several weeks. I wondered why they couldn't just check it on the website. A another person stepped up and said they didn't have access and that verification, she said, was done by the CORPORATE OFFICE. The second girl had told me THEY weren't answering the phone. Determined, I stood and waited while she called again. She seemed to get through and gave my information, saying to me I'm waiting for them to call me back. After a while longer, she asked again if I wanted to reschedule. I finally gave up when the third lady told another patient that "We are an hour behind" in a tone that suggested that it was his fault for asking. The waiting room was packed when I arrived and very few people who had arrive before me had been called in. Seems that Kool Smiles is a corporate run dental mill that cares very little for its patients. It was obvious that they had over scheduled and that, for me, the scheduling system didn't even work. I told them just to shred my paper work and remove me from their so-called "system". The people weren't impolite, but they didn't apologize either. Seems like giving people the run around is just something they regularly do. I would definitely recommend you find a dental practice that focuses on patient care and not corporate profits. This place is less than a star in my opinion. Not Kool at all. And I was NOT smiling when I left dingy, dirty waiting room in disgust.
Latesha is the nicest and most sincere one I’ve met so far! Exceptional customer service AND DESERVES A RAISE!!
Ashley E. was a very sweet lady-DA....while we waited she was very helpful with questions in answering them. Thanks Ashley👍😅
This place is crazy no Managment. Doctors work not work when ever they want putting kids on Reschedule for 2 years without a cleaning and this has been happening for us the past 4 years.
Driving over to the pace and to be turned down because doctors didn't show up. What kind of customer service is this .
employee wasnt trained on how to add a second insurance into patients file. So she had to call someone at a different office to ask how. After 15 minutes on the phone they tell her she would have to add the father to the patients file. she then asks for his social security number. information i do not have, so i had to call and asking him for the information. He wasnt happy about it. So we get everything entered in to the computer i sit an wait an hour for the insurance to verify. I tell them i can not wait anymore because i have to go to work. At this time it was a different lady she goes its in process. The point is i dont have the time to sit and wait for the insurance to be verified when i have to be at work. Train your employees better and they have classes to teach them how to enter in insurance and information into the computer. Very dissatisfied!