Kool Smiles

I am embarrassed to admit that I went back here. Not by choice. We are poor and my kids have Medicaid so our options our limited. This is the closest place that will take them (and it is half an hour away). I didn’t have a choice.
Our first visit back was uneventful. We signed in. They called us up. Girls got their cleanings and prizes. No problem.
We returned again today for a 5pm appointment to take care of a couple of cavities. Arrived early. Signed in. I saw one of the staff looking at the clipboard so I «knew» that they knew were were there. So we waited.
And waited.
And waited.
Finally, at 6pm, one of my children noticed that there was only one person left in the room where children get seen. (There’s a window where you can observe.) I looked around and noticed that there were only two other people in the waiting room. So I walked up to the counter and stood there.
There was a man standing behind the counter about 5 feet away from me. Ignoring me. Finally I got his attention and asked him when we would be seen. He looked at his computer and said that they didn’t know we were there and they would have to reschedule.
He didn’t act sorry. He didn’t look sorry. He didn’t even *say* «I’m sorry». What kind of customer service IS this? My daughters were practically in tears. We wasted two-​and-​a-​half hours driving there and waiting and driving home. For nothing.
I am sick to my stomach that this is the best I can provide for my children. Kool Smiles — you have no right to treat your patients like dirt even if we may be dirt poor.

I’m an adult, and I had a severe toothache. I went to Kool Smiles because they take my insurance and offer walk-​in appointments, so I was seen that day.
I love the hygienists and technicians at Kool Smiles. They’re friendly, knowledgeable, and thorough. While I don’t have children myself, watching them interact with the kids during treatment was a pleasure. So many professionals are dismissive when they work with children, but all these women are wonderful – with parents as well.
When I went back for a routine cleaning, x-​rays & check-​up, I again had a great experience with techs & hygienists. It was one of the best cleanings ever.
Here are my complaints: The two (male) dentists who treated me on my two visits never introduced themselves, which I find very unprofessional. I never even saw my first dentist without a mask covering his face, so it was really weird. The second one «found» eight cavities he said needed filling (at $ 175 each, out of pocket). He dictated his findings to the hygienist and left her to discuss it with me.
I know these «cavities» are just pitting which has been in my teeth for many years and which – in my case – does not need treatment, but simply to be watched over time. I was annoyed that he didn’t find it appropriate to discuss this with me or ask for my input. (I’ve also heard that Kool Smiles has a reputation for milking government insurance for payments.)
I may or may not go back to Kool Smiles. I was happy with the urgent treatment I received – even though the dentist remained anonymous to me. But I don’t like being treated as just a set of teeth with no person attached. I wonder what happens with parents, who can be so much more easily manipulated when it comes to their children’s health.