I have complained before and spoken to the office manager Ed on 2 different instances. He assured me that the office was going through change and the staff was superior. I want to make one thing clear-I do not have a choice. I have to bring my children to this practice because it is the only one in the area that BMC takes. I am very disatisfied every visit and I believe that the Kool Smiles website is a bunch of lies. Most people who complain are in the same boat as I am-left with no other choice. That is why we have to go back to them-to get some sort of care for our children. My complaint today is my 3 year old son was left sitting in a chair for 30 minutes before anyone even cleaned his teeth. That took all of 10 to 12 minutes. He was then left sitting for another 25-30 minutes-after which he started playing w/ his shoes and moved on to playing w/ the plastic chair cover-which looks like a clear garbage bag. The 2 techs had their backs to him and he put it over his head and pulled it down to his chest. I had to run to get the reception to go in the back and tell them. Seriously-this is a huge safety hazard and needs to be addressed immediately.(all this was seen through the window because you are not allowed to go in with children of any age)