Kool Koala Pediatric and Adolescent Dentistry Bear, Delaware

I am typically not a person to write a negative review, as I believe singular experiences aren't always the true picture of a business. However, today was simply too egregious to not share. It's a long one, but worth the read if you value integrity. 6 weeks ago, my 8 year-old daughter was complaining of tooth pain, so we made an appointment. Dr. Ballard informed us that she had an infection in her tooth and that she would need to have it extracted after a course of antibiotics. We go about 3 weeks ago and have the tooth extracted. Super easy, tooth came right out - great experience. About 5 days ago, my daughter again complains of tooth pain, in two places. One on the other side of her mouth and 1 on the tooth next to the extraction. I am no dentist, but there was a visible brown mark of the side of the tooth that was open to the extraction. So, I called to make another appointment because tooth pain is the worst. They explained that it will be $50 for an emergency appointment. Listen, I am going to pay the money either way, but I asked if they could waive it considering we were just there 2 weeks ago. She said she understood and would try to get it waived. Go to the appointment this morning. We asked the receptionist about waiving the fee and she said they unfortunately couldn't because this is a new issue with a new tooth and they only look at the "affected tooth" at the previous appointment. It sounded like BS, but I needed my child to be seen. Get back to the exam room and the hygienist who was with us was the same hygienist who helped with the extraction. She asked what we were being seen for today and I explained she was having tooth pain in two areas of her mouth. She took a look and then pulled up her most recent x-rays. Dr. Ballard then came in very nicely and asked the same and then looked at her teeth. He said she had a cavity in both of the teeth. I asked a question for clarity on how those two things could occur so quickly when we were here for two appointments in the past 6 weeks, remembering that he said it was common to occur in primary teeth that were close to coming out. He began talking about how x-rays are only done 1 time per year to minimize exposure and that her last x-rays were done in May 2024. I said that is fine, I am just trying to understand how these occurred so quickly. In a very unexpected turn to the conversation, Dr. Ballard stated that he can clearly see that were trying to do the "blame game" and that we are the ones responsible for our child's dental care. And that before we try to blame him, we should take responsibility. I informed him that we certainly do take responsibility for our child's care at home, but that for professional care we rely on them to diagnose and take care of problems. And that I was trying to gain understanding on how a cavity was missed or developed that fast. It felt like responsibility for this was deflected to me, when 100% that cavity should have been addressed two weeks ago during the extraction. There was zero possibility that was not seen during that procedure. Dr. Ballard insisted that we were just trying to blame him and not taking responsibility for our part. At this point, I had no desire to continue - so we left and certainly will not be returning. I think it is sad that a professional would conduct themselves in that manner, more importantly in front of a child. My child left there feeling like she did something wrong. Furthermore, you should never outwardly and brazenly blame a parent or child in that manner. If you feel like we could do things differently regarding our child's oral health care, offer some tips or strategies on how we can help our child better. The lack of integrity and professionalism shown by Dr. Ballard was surprising and unwarranted. I hope he reads this and takes note of how this interaction could have been different. We are adults and can handle that kind of interaction, but a child should never be exposed to that kind of behavior - much less from someone who has been entrusted with her care.

I love this place. We’ve been a patient for almost two years and have never had any issues. Very clean inside. Staff is super (kid) friendly. My kids love the waiting area and patient rooms. I will never switch from this dentist 10/10

Today’s visit was wonderful and excellent. My son wasn’t afraid like the previous visit. Thanks a beautiful and knowledgeable young lady called Tess. Tess is an amazing. She took her time to show my son all the equipment she was going to use and the sound they each made. She engaged my son as if she knew him a million year. This young lady is good her job and will be amazing mother one day.

After a previous diagnosis from another dentist, we were worried about our child's teeth. Dr. Ballard's empathetic explanation of the actual needs was reassuring. We believe in supporting local businesses like this dentist and hope others will as well.

The staff is incredibly friendly greeting you as you come in the door. Dr. Ballard is knowledgeable and explains everything to you in understandable terms. He took the time to fully go over my child dental health, and presented several options on how to improve my Childs teeth, and all this is done in a professional and positive manner. By far the best dental experience I’ve ever had! Great staff and great location. Highly recommended.