Sutton Dental and Braces

"Back before covid19 and when it was KoolSmiles this place was great especially with flexible appointments, except staff is still as rude, unprofessional and disrespectful as ever, if not worse. I recently had an appointment for my child and got the automated call reminding me of the appointed which I confirmed. But when I got there the following day receptionist threatened to cancel the appointment because I did not call to confirm it. Fortunately the tech decided to take my child any way. They just dont have the training to deal with people at all. The staff needs training on compassion, patience, professionalism, respect, and empathy . We all are dealing with issues but if you care enough for your job, at least be professional or at least fake it. If they dont like their jobs they can go find another one. Instead of causing unwanted stress on customers."

"I definitely don’t recommend this place because they have canceled my children appointment many times. Their excuse is that they don’t have a professional doctor. Today a bring my son and daughter, after 45 minutes they called my son. Then after an hour and 10 minutes they called my daughter."

"rude doctor , told staff after waiting 15 for an x ray that I have work and to reschedule me they insisted for me to stay. only to make me wait another 10 minutes and they weren’t even going to take me till I was about to walk out. Made me late for work & when the dentist himself actually came he took a call infront of me and left me hanging and didn’t come back. Go anywhere but here unless this is your only option."

"I started taking my kids to this dentist when it was Kool Smiles mostly because they had easy Saturday appts. Their waiting room was always busy, and I felt the services received were decent and provided me with good info at every visit. Fast forward to post covid and name change to Sutton. Their appts were very limited. When I actually got an appt, the waiting room and the back would usually just be my kid and maybe one other patient. Many times, I would get multiple confirmation calls, texts and emails leading up to an appt. When I showed up, the office would either be closed, or I would be told that I was either called or text about the appt being cancelled yet I would have no record of that happening. Since I got all the confirmations, I knew they had the right contact info. I also verified my contact info with the woman at the desk. Due to the multitude of cancellations and lack of appropriate responses as well as my kid going months beyond his braces removal and original dental cleaning appt, I made the decision to take my kid to a new dentist that is busy but keeps all their appts. I can’t afford to keep pulling my kid out of school and taking time off from work to go to an appt that is found to be cancelled on arrival. I have tried for weeks to get copies of my kids dental records without success. When I called, they tried to reach another office to help. That office was non responsive to their own company calls. I hope that this company can get back on track, but it is clear to me by other recent reviews and my experience that they currently don’t want my business. UPDATE: I submitted various complaints including to the BBB. They currently have an F rating. They are not a member of BBB, and they never responded to the complaint either. I tried to reach Benevis HQ to get my son’s records. Their posted phone number is out of service, and most emails came back blocked. It took some time, but they did finally email me, through secure email, a full copy of my son’s dental records. This should have been a much easier process. I don’t feel this company cares enough to retain its customers."