Smile Orthodontics - Grand Haven

Kaitlyn Carney

This dentist is absolutely amazing. I’ve been to 4 dentist offices from the age 2-16 and I hated them all when I was 17 I refused to go because of the bad experiences I had at all of them. Then when I was 21 someone told me about smile orthodontics and so I tried it and they were very respectful and sincere when I told them about my past times at other offices. They are amazing, the first dentist office I’ve ever trusted.

120% recommend them for anyone. My son goes to little smiles there too and they do great with him, hasn’t cried once during a cleaning. He loves it.

August 9, 2019

Rebecca Johnson

Refused to work with non insured individuals. Needed a new bite guard made and they would not use scans they already had and had been previously paid for. Would not recommend going here. Was told to buy a bite guard from Meijer instead of finding a way to work with me.

July 7, 2023

Josiah

Wish that I had spent $10,000 somewhere else. I trusted them enough to invest in their services and work on my two children. When I had a concern and complaint I received no support. They don't even seem to care so I am going to put my complaint here and maybe help others. Melissa the tech shows up as a rogue employee. I have been told that other parents have walked out because of her actions. We have had poor experiences with her before, but this day was much worse. She was racing around like she is working a factory job being rough with my daughter. I asked her to slow down you are making me uncomfortable, and she got in my face asking, "what do you want me to repeat" as if I was stupid (it wasn't even about the instructions). She was trying to have power over me ordering me around from the beginning telling me rudely what to. I had to take a break from all this and came back. She still hadn't slowed down. I asked her again to please slow down and she turned and laughed at me. She continued and never slowed down throughout the entire appointment. She was in such a hurry and jerking things around that she broke a tool in my daughter's mouth. I explained to my daughter how Melissa is being wrong right now and she doesn't care about us.

The tech in the stall next to us overheard and I heard her gasp. Dr. Porto showed up and he saw that I was very distressed. All he did was speed through some instructions again. I was disappointed in Porto because he seemed happy to spend time taking me into his office to sell us braces but he couldn't even take a few minutes to find out what was wrong or find out what the situation was. I never heard from him again throughout. Maggie called me and expressed an invalidated and minimized version of what happened to us, that she later sent to a third-party business that handles business for Smile. I told Maggie exactly what happened but apparently didn't care. She said she would talk about it with the others and call me back. Two weeks past and I heard nothing. By then I had had it with Maggie and Smile and decided to move to another Orthodontist. I called Maggie to let her know we were leaving and all she did was give a pretend apology. “I'm so sorry that it has come to this” is what she said, that is all. At no time throughout all of this did she or anyone say something kind like, “what can we do for you?” or “what do you need to stay here as our customer?” Maggie failed because that's all I would have really wanted to hear. It was that day after two weeks of not hearing from Maggie that she made the ticket to send me off to their third-party company to handle my concerns. Eight more days had past and all along I was working hard to get Maggie to call me back or to send the release of information out for the new Orthodontist.

On the eighth day I got ahold of Maggie, and she sent me to Sheila at this third-party company. Sheila's excuse for the eight-day delay was that she had the wrong phone number. She said now, the incident only happened eight days ago, which wasn't true, and I told her it actually had happened 22 days prior. Right away I could tell Sheila was not on my side. She argued with me and made me go through all of the complaint details all over again. She read to me the incorrect complaint that Maggie had made up. Sheila also told me that “you know complaints are subjective right?” I thought that was a terribly nasty thing to say. She was very minimizing and invalidating to me. This was an added miserable experience with Sheila from Arizona, with an Arizona number. She was unprofessional and uncaring with her words and felt unsafe as an unknown third party across the country. All I wanted from Smile was to be heard, understood, and supported, as if they were working with me not against. None of this ever happened, and I am extremely disappointed. The feeling that I got from them was that Smile is a bunch of children without adult supervision. What I will look for now, is a business where compassion hasn't been destroyed by Corporate Narcissism.

April 14, 2024