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Odette A
a year ago
They don't pick up the phone or return voice mails. Their website is bogus but they still encourage you to make appointments on it.

Sierra Kornegay
a year ago
THIS PLACE IS EXTREMELY UNPROFESSIONAL. I CAN NEVER GET ANYONE ON THE PHONE TO SCHEDULE AN APPOINTMENT,AS I HAVE BEEN TRYING FOR WEEKS. I HAVE LEFT MESSAGES WITH THE "REPRESENTATIVES" WHO CLAIM THEY TOO CANNOT GET ANYONE ON THE PHONE. I HAVE ALSO LEFT VOICE MESSAGES AND USED THEIR USELESS WEBSITE. UNFORTUNATELY THIS IS THE ONLY DENTISTRY THAT WILL ACCEPT MY CHILD'S INSURANCE.

Mikeisha shaw
a year ago
Sorry, I'm overwhelmed with these people. I don't feel like explaining why I gave them one star. They don't even deserve that. Please take your time and find somewhere else to go.

michelle hudson
a year ago
Rude, not helpful. Wish I could give 0 stars. Could not be seen for Saturday appt because insurance verification dept wasn't available. How is that my issue?

J B
a year ago
Very unprofessional. I will not be going back here. I have low pain tolerance; they got frustrated with me and started giving attitude. It made the painful experience all the more uncomfortable/unpleasant. Another one of my relatives had an appointment at the same time as mine and they were gossiping about me to her. They said that they're much more glad to work on her because she gave no problems and that I'm apparently very difficult to deal with. I was just crying from the pain and needed a few breaks in between, it's not like I was purposefully trying to cause a scene or give them any issues. But this heightened my fear and anxiety about going to the dentist. So it's not a good place to go if you have any of the concerns I had.

Leyshka Perez
a year ago
(Translated by Google) They are the worst dentists, they changed my appointment from Norfolk to Newport News and the office has terrible assistance and attention, my appointment was at 10:00 AM and I waited more than an hour to ask and still I kept waiting, terrible service, zero recommended. (Original) Son los peores dentistas, me cambiaron mi cita de Norfolk a Newport News y la oficina tiene una pesima asitencia y atencion, mi cita era a las 10:00AM y espere mas de una hora para preguntar y aun asi segui esperando, pesimo servicio, cero recomendado.

shorty brown
a year ago
Worst dentist that I have ever been to. First off. I had a scheduled extraction for 1pm I was in that office until 4pm. The surgeon was not sympathetic at all as to how much pain I was in. Just started poking me with needles in my mouth saying he was numbing me. But it was just giving me more pain. When I let him know I was still feeling pain he straight up ignored me. Had to curse and yell to even get him to acknowledge me. After he was done drilling in my mouth he just walked out the room and didn't say a word to me. Ask me how I was feeling, or took the time to explain anything. I would never ever recommend this place to anyone. Worst experience ever. Don't go here!!

Mikayla Renee Vanhoose
a year ago
I have been going to Spencer Dental (formerly Cool Smiles) for about 5 to 6 years and have dreaded the whole experience. From ALMOST EVERYONE IN THE BUILDING being entirely unprofessional with how they act and speak towards their clients, having to call numerous times with no answer, then having to call corporate (headquarters *whatever*) only then to be finally connected to the front desk. I have even had to explain to whomever connected me that I witnessed the phone being IGNORED by front desk at my previous appointment which prompted the attitude to begin with. This was then followed with "you have the wrong number for the Newport News office." as they proceeded to give me the number I had repeatedly called beforehand. Being busy dealing with a customer is acceptable, but staring at a ringing phone without answering it for no reason?? I called two days ago now and have not received any sort of response back, not to mention ever even being spoken with. My orthodontic plan had been changed various times due to how many orthodontist had been in and out of there without notice or communication (I have had 4 separate ones here) It is all just ridiculousness and I really wish it had been easier.

Kristian Walters
a year ago
My brother had two teeth extracted here. He was put on antibiotics for the extraction. The dentist did not put in the prescription for the antibiotics and its been a few days. i called them and they keep saying their going to send a message to him but they failed to send the prescription. They have acted over the phone as if its no big deal that they didn't send over the medication.

Robert Pegram
2 years ago
Worst dental office ever. They are the only dental office that takes our insurance so we are stuck. If you have a choice go somewhere else they book you out 4 months to just double book and tell you when you arrive you need to reschedule 4 months out. We have been fighting with them for 2 year for a few small appointments they keep booking us out way to far they don't call and do reminders for your appointments. Have shown up for my appointment 3 times and they have had a doctor call out and after waiting 1 hour for the appointment they tell me t they have to reschedule for 4 months out again. It is ridiculous. I bought a insurance to temporarily help me with my dental bills I been paying for it now for 2 years because they can't get my appointments together it would of been cheaper paying out of pocket now.

Tarina Wells
2 years ago
I have been bringing my 3 sons to Spencer Dental (formerly Kool Smiles) since 2012. I had two 3pm appointments for 2 of my sons and I arrived at 3:14pm. I was told that although there is usually a 15 minute grace period, the hygienist decided that she would not see teenagers passed 10 minutes after the appointment time this late in the day. I asked if this was a new policy and was told that it was not (by the receptionist). I informed them that I had not been advised of this policy. I asked to speak to the manager. She stated that this WAS a fairly new policy and they don't tell patients this information because they expect them to be on time. I told her I understand but I have had to wait for 2 or more hours on several occasions for my appointment with them. I said now that I'm aware I'll be happy to adhere to that. I reminded them that it was a routine cleaning and I was within the grace period I was aware of for the last 10 years. She then said that they asked the hygienist but couldn't force her to see them, and that I'd needed to reschedule...I don't have a problem with the late policy. I just asked that it be consistent and that I am informed prior to wasting my time and gas. I also ask that the information be delivered in a professional manner. I will be transferring my 3 sons to another dental practice because of this and several other lack of customer care incidents I have experienced at this office. They are NEVER on time! Even after waiting for hours, I watched them pick and choose patients that came in an hour after us and get them in and out while we patiently waited for 4 hours (with my newborn baby). I will not continue to pay you to treat me and my family like we are of no value to your company!

Kenya Cooper
2 years ago
Have not seen a dentist can't get anyone on the phone awful.

Dexter Davis
2 years ago
I have been trying to reach out to this location for the past couple of weeks regarding a broken tooth and a residual root tip that the surgeon left in my mouth. I've called the main scheduling line four different times and they were unable to get in contact with this location as well. Then a customer service rep on the phone scheduled me with the little creek location so that I could get seen and treated for this broken tooth. I find out on my way to my appointment this morning that little creek canceled my appointment because they're surgeon can't do the procedure and that I need to go back to Newport News. After I called the customer service line and they also could not get in contact with Newport News. So at this point I will just pay out of pocket somewhere else because I'm in pain and I can't eat but this is ridiculous. I've called all four locations and had difficulties getting in touch I truly don't understand.

Jennifer Nickl
2 years ago
We started at this office and it's been a nightmare. First it's always a different orthodontist. They were never on the same page a lot of unnecessary procedures were done. Then it got to the point that they were canceling appointments because no orthodontist Would work there. When they would cancel you would be put on the schedule but you had to wait 4-6 weeks for a new appointment. Putting at times 10-12 weeks in between appointments. Corporate started mailing letters telling us how important it is to keep your appointment but they were the ones canceling not us. Final straw was they had my daughter get a surgery to remove teeth and had to be seen with them 2 weeks after to attach chains to the wire. Surprise surprise they canceled the appointment. I contacted the mechanicsville office to inquire about switching to them after some phone calls they called and said that we could switch. We did and it's the same doctor every time. He is fantastic so much progress has been made in the short time we have been going there. Unfortunately my insurance company sent a letter today denying payment of the visits because they paid upfront to Newport News office. I plan to appeal it. But do yourself a favor make the drive to mechanicsville they are clean and it's always the same orthodontist he is such a nice guy. Stay away from the Newport News office it's a train wreck.

Kimberly Jones
2 years ago
LITERALLY HORRIBLE!!!!!!!! No one knows what's going on and it's a complete waste of time.

Kelsey Walker
2 years ago
I went to get all 4 of my wisdom teeth extracted. Dental hygienist, JaQueen made the experience as comfortable as possible with her knowledge and humor. The oral surgeon, also was swift in the process, informing me of the pain levels of the procedure beforehand and assuring in the midst of the procedure. Going for my braces consultation soon!

Theresa west
2 years ago
The staff was amazing and quick! Dr. Robinson and Dental Assistant Jada was also very professional ! Kind! Quick! And explained everything as they were going!! Thank you so very much!!!

Kya Elam
2 years ago
Unfriendly staff , Unprofessional.. Liars , They Scheduled me for a day and reschedule me without telling me , I live a hour away from dental Spencer. Waste of time

Ollie81A
2 years ago
Steven Hanson did a fantastic job cleaning my special needs son's teeth.

Anabel Nunez
2 years ago
Unprofessional staff. Waited over an hour. Over all bad experience Leave you in rooms for hours with no updates