Cross posting my google review: Update 22Oct2025 after business response: Your response is exactly what I expected from whoever is managing your businesses page. Nothing in this response that you plastered on multiple negative reviews deals with the concern I brought up and you wave us off with excuses. It is not a slanderous review and merely stated facts. If your business practice is to alienate, disparage, and disregard a 10 year customer's concern who on average has paid your business $1,300 a year for 2 kids appts 2 times a year (just for the cleanings and xrays, not counting additional costs for fillings, etc) over trying to get $75 for rescheduling an appointment more than 24 hours out from their appointment then you need to seriously reconsider your business ethos or expect to continue to receive negative reviews and lose even more business. You had plenty of availability to reschedule and you would have still made your money off of our kids continued care, but you decided that $75 was more important than keeping long-term customers. I never disparaged the care given by the Dentist or cleaning staff, I feel sorry that Dr Bross's business is hurting from your policy and treatment of customers. I'm angry that you (office manager or whoever handles appointments/billing) could give a care less about working with loyal customers or for that matter build relationships with any customers. Any business should care as much about customer service as the product they are providing. If needed I pulled up all of our insurance receipts back to Oct 6, 2015 if you were thinking of questioning how long we've been with this practice. Good day and for anyone that read this long, take heed on where you take your business. Original post: We've been loyal customers of this dental office for over 10+ years, minus three years we were stationed elsewhere for the military. Upon our return in 2022, we noticed that the ownership/makeup of the team had changed, but stayed with them as the dental care was always good and it was familiar. We've never missed an appointment and have always been on time/early. We were never concerned about delays and being seen on-time, but there have been times as others have stated where we waited longer than usual, but that's the way of things and you deal with it. I could easily add to the long list of complaints in the reviews regarding the staff and insurance issues, everything people have said on here is true and the billed dental costs are higher than other options. All that to say that after ten years we needed to reschedule an appointment for one of our two kids, and called at around 10am in the morning for an appointment the following day at 2:30pm. Was informed that they would impose a $75 dollar fee for that, we asked about waiving that since we've been there forever and it was still more than a days notice and we just needed a different time while keeping our other kid's appointment, and they wouldn't budge. So I said ok, cancel both appointments we are taking our business elsewhere. Now they have the audacity to send me a bill for $150 for no services after me stating we are no longer your customer? I'm not your customer and have no further business with you once we cancelled, I'll be calling about this in the morning. For anyone out there thinking of going here, take heed of the plummeting reviews of this place over the last few years and find a different dental office to go to. They do not care for you one bit, if they treat loyal customers of 10+ years like this, they really do not care one bit about you and only want your money. read more

The dentist has always been great, however the office/front desk policies are horrible. I will be looking for a new dentist for my daughter. They require upfront payment in full for all services and then you have to wait for reimbursement from your insurance company. Their cancellation policy is horrible. I called on a Friday afternoon to cancel a an appointment for the following Tuesday and will still have to pay a cancellation fee. It looks like lots of other customers are unhappy with the service lately based on the reviews but they don't care. read more

I have taken my daughter to this establishment since she was 2 or 3 years old. She is now 8 years old. I have slowly seen the decline in the personalization of their services. While today was the day the day that I have decided to find a new Pediatric Dentist. My 8yr old daughter had a tooth removed on Thursday. She developed infection/ulcer by Tuesday of the following week. I called at 9 am and spoke with someone in the office and they asked me to take pictures so that Dr. Lee could decide whether or not we needed to come into the or not. I uploaded pictures within 5 minutes of the request. I didn't receive confirmation that they received the pictures. I waited until 10 am and called Naptown Smiles and they said yes we received the pictures and Dr. Lee is currently with another patient and will look at the pictures and we will give you call. I received a call at 1:00 from Dr. Lee's assistant. Dr. Lee said to rinse her mouth out with warm salted water and continue to use ibuprofen. This the same post op instructions that we received 5 days ago. Naptown didn't ask if we had followed that those instructions previously nor did the offer an appointment for a Professional to evaluate at Daughter. My daughter is in pain and there is obviously an infection. Calling her pediatrician now. My first review was from old ownership. read more

Word to the wise...stay away from Naptown Smiles pediatric dentist office in Annapolis! They have the most crazy cancellation policy!!! They charge 50$ if you cancel within 47 hours and 59 minutes. Also they will cancel on you with no notice. When asked why, they said it's our fault and that we should contact our wireless carrier! It's laughable. Terrible office. When asked why, they don't care and just say it's policy. If you have a complaint they will say it's not their fault but beware... If you don't believe me read a plethora of negative reviewers that all say the same thing. read more

Naptown Smiles - Pediatric Dentists Near Me - Annapolis, Maryland

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BELIEVE THE ONE-STAR RATINGS. Find another dentist. They don't seem to care about their YELP ratings, and certainly do not even try to work with their customers. The office staff and billing is horrendous. We haven't had service from them in over a year and we haven't been able to 'catch up' with their billing cycle charging us each month (for a 'billing charge' and a 'finance' charge) even though the ACTUAL BILL has been paid for months. I tried to get ahead of the billing and they keep sending us bills; when we call they say 'you were $10.00 underpaid' which is their billing charge, not on the bill they sent but the NEXT bill, so we couldn't catch up. As example, they sent a December 26 bill to me which has NO SERVICES for over a year, but Bill charge (11/26) for $5, Fin charge $5 (12/26) and bill charge $5 (12/26). So, last month the 11/26 charge wasn't on the NOV bill they sent me, so when I paid it, they had already put on another $5 charge that no one could see, at the same Time they had sent the Dec bill where they then charged me the bill and fin charges for having not paid a fee. Keep in mind, no actual dental services, just an endless loop of paying fees. When front deck was called they just told me I would keep getting billed if I didn't pay money today. Unbelievable. Absolutely horrible policies and customer service. read more

I am very disappointed in the front desk staff at Naptown Smiles! My children have been patients there for 9 years. In May of this year, we tried a dentist that was in our network but decided to return because we really like Dr. Lee and the care she provided. On 11/14, I had a 22 minute conversation with Stacy regarding our insurance coverage and what we would be responsible for paying. On that day, she was pleasant and respectful when answering my questions and providing explanations. However, on 11/18, I scheduled appointments for my children and spoke to her again regarding the initial conversation from the previous week, where I clarified what I was asking several times. This time, she was rude and disrespectful simply because she claimed that I misunderstood what she said. Her tone was way out of line. She interrupted me twice and said, I'm sorry you misunderstood". What kind of customer service is that? Needless to say, your staff could benefit from better customer service skills. We will miss Dr. Lee but we will certainly not tolerate being disrespected from any doctor''s office. A word of advice...it's not always what you say, but how you say it! Based on all these other 1 star reviews, this office has some work to do. I certainly hope the way your staff chooses to communicate is worth losing patients over. The other issue we have with them is that we were last seen at their office in November 2023. After paying the entire cost for our children's visits, we found out that they were reimbursed by our insurance company and never bothered to mail the reimbursement check to us, after claiming that the insurance company was supposed to do that. The bottom line is that their office was reimbursed and we didn't find out about it until calling there in September of this year. Hopefully they will actually return our money in a timely manner and not choose to hold on to it for another 9 months. Do yourself a favor and find another dentist office! read more

Yet again another terrible experience. My son had an appointment, we had such awful treatment and I asked Dr. Bross to call to discuss - he never did. So we leave the practice and I canceled the appointment in plenty of time. So what did they do - called my son directly and he is a clueless 20 year old so he agreed to an appointment apparently (he has no recollection of this), it was of course missed because even if he made it, he didn't remember. They never should have called him. They are VERY aware we left the practice due to the extremely poor behavior and treatment by the front office and the fact that Dr. Bross couldn't care less about it. Needless to say, we got a $75 no show bill for a practice we are not a part of - FAIR WARNING - DO NOT GO THERE. read more

the dentist is wonderful however some of the staff are incredibly rude. The way I was just spoken to, I cant even describe. Sadly we will be leaving a practice that we have been with since my kids were little. So sad. I hope they fix this issue read more

Naptown Smiles has been absolutely the BEST for my family. Both my daughters have been going there since there were very young, they are now 27 and 22. Naptown not only has taken care of both my daughters now my whole family goes there! They really care about the quality of care to their patients vs just getting them in and out, take your money and move on, NO!! The office genuinely cares about their patients and families. They are very thorough from start to finish and explain everything! The staff is AWESOME!! I would highly recommend Naptown Smiles to everyone! read more

Naptown Smiles - Reception room - Pediatric Dentists Near Me - Annapolis, Maryland

if I could give them a zero I would. They are the worst practice and are nothing but common criminals! They make appointments and cancel them while you're in the parking lot just so they can charge a fee without having to do any work. If you look at the other reviews you'll see it happens to everyone! Appointment reminders for different times are sent to different phone numbers and they take zero responsibility for THEIR mistakes. And when you call them out on it, they just hang up on you. They are the most irresponsibly run practice and I will never set foot through those doors again! Save yourselves the time and money! read more

This dentist bills you for a rescheduled appointment even when you call on a Friday to reschedule a Monday appointment. They claim that its 48 hours ahead but it has to be 48 business hours apparently. Just another way to get money out of there customers without providing a service. We really like the dental staff here but we will be taking out business elsewhere. read more

Office manager was very rude. I've had mixed experiences with the front desk but last time the front desk was nice and the office manager was extremely nasty. We won't be back. My child sensed the negativity and wasn't happy. It's a shame because we moved closer to this location recently. read more

RUDE front desk. Poorly organized in the front desk. We felt we may be late due to traffic so i called 30 mins prior to our appt and left a vm since their office was closed for lunch. Their greeting said they would call me back. We arrived 5-7 minutes late for our appointment. The first thing the lady at front desk said, "Did you call for your covid screening questions?" I replied what screening questions? Her reply was "we have signs all over the place!" OK so you place signs in the office building you are in asking patients to call prior to their appointment of which they are already in the building for? Kinda useless at that point - DUH! Then it was "You are Late!" (she never even greeted us hello, welcome to Naptown Smiles, can I get the patient's name), nothing. I said I left you a vm letting you know we may be a bit late, did you get the vm? crickets, no reply. Then i reminded them that their greeting said they would call me back. She said, I was the only one here then (5 mins ago) Clearly they did not listen to vm upon return from lunch. Then they told us we had to wait another 40 mins to be seen. NOT we walked out. If they can be that rude, they wont get my money! read more

Love the dentist...I've always had a good experience with them but the front desk is awful. After several rude, snippy, condescending interactions with the front desk, I think I'll be looking for a new practice for my kids and I. read more

DO NOT RECOMMEND. The front desk staff acts as if we are an inconvenience to them every time we come in. Most appointments are not on time causing us to wait past our appt. time. And the last time we were there, they charged us for a service we didn't receive. When I called to discuss it with the office manager, they insisted we received it, said insurance already paid so there was nothing they could do. read more

My child had a cavity filled by Dr.lee and it was bothering her a week later and took her to a new dentist and they said the filling wasn't shaved down enough so they did that and my child said it felt so much better. Front desk staff extremely rude and horrible attitudes. They will talk about patients and their parents when they think no one is listening. Dr. Lee also made my child feel bad about her anxieties with her dental treatment. What a JOKE this place is. read more

I would only give a 0 if I could. My son is 18 and went to the office. They didn't even ask him about insurance and then they didn't take ours when I called. They did extra services and charged him $357. They should have asked him up front about it. We have been going there for 10+ years and it has always been wonderful. read more

I came here initially due to the high reviews. So here is my experience. In December I took both my boys as first visit patients. They had appointments pretty much the same time. Wait time wasn't long. But when it was time to go back both boys alternated in one chair. My oldest loves the dentist my youngest hates it. So the oldest went to first to demonstrate that it wasn't a bad experience When it was time for child two, the dental assistant was great. She took the time to clean his inspect his teeth and was very patient. Well here comes Dr. B. Not so patient. Seemed friendly but when my 4 year old was not willing he nudged him down forcefully on his shoulders. I've never have had that experience so what can I do as a parent but watch. The dental assistant or hygienist was next to him so I'm sure she'll deny seeing that but it was so obvious. During this time my second one goes to another room for his cleaning or some other procedure. I was given a prognosis that my son has to have two teeth removed. A first for me since my 12 year old has no issues. Well I get the estimation which is Starting at $450 to have ONE TOOTH REMOVED! that's after insurance and in the notes the doctor wrote that they will bill me later for double spacers. Again, it took a second opinion and a call to Delta Dental to discover that this price is Very high for a single Pediatric tooth extraction. And that is the price before the final bill for the double spacers. And a very pushy coordination manager that will call to book your surgery. Sigh. Needless to say. This is stressful. Taking the time out of my schedule only to have a crappy experience for my youngest be given a very high estimate for a single tooth extraction. Oh and finally, the icing on the cake a final bill for $120 for a panoramic X-ray he didn't need that I didn't know would be out of pocket cost. There are too many lovely Pediatric Dentist around to be swindled. Come in knowing what procedures your insurances will cover, don't count on them for that. Speak up if you are uncomfortable with how they treat a scared child. Don't let them rush you. This feels more like a giant practice than a very comfy local dentist that gets to know your patients. read more

I have taken all my kids here since they were very small; it's probably been fifteen years now. I have always had a good experience and everyone both in the dental rooms and at the desk has been nice to us. Quality of care has been very good, and they have worked hard to accommodate some special needs that my kids have which has been challenging- but all involved have been patient and professional. read more

Wonderful dentists but rude front office workers. Always with an attitude. I'm supposed to magically predict when my child is sick and call 2 business days in advance. Doesn't work so well when your child is sick on a weekend. If they charge me a late fee I will definitely be looking elsewhere. read more

I was told by this office in 2019 that I could have my 13 yr old's teeth cleaned at my in-network dentist and come to this office for cavity fillings with no penalty. They did not honor their word, and charged me $250 for a consultation. I grudgingly agreed, but that wasn't the end to my disappointment. Their appointment reminder system is terrible, they texted me on Thanksgiving (I was cooking) and only once, to confirm the appointment. Needless to say, I forgot about this appointment and they then wanted to charge me $100. The office staff told me they charged my insurance company, and did no work. I requested they refund my insurance company, they said nothing in response. Dr. Bross is great, but we were not assigned him. The Dr. we had a consultation with tried to sell us SDF for my daughters teeth, which would permanently stain them black. This office has very bad service, and they were rude and unhelpful when I expressed my dissatisfaction indicating they really don't care. Further, I put this review on their web page https://naptownsmiles.com/review-us.php on Dec. 23rd. The review does not show on their site, only 5 star reviews are posted. They are hiding their poor performance. They charged me for nothing, and wasted my time. I do not recommend them. read more

This office is very poorly managed. My daughter became ill over the weekend - when I called to reschedule, I was told I could only be on a cancellation list and could not make any more appointments because they needed a 48 hour cancellation notice. I told her that I did not have a 48 hour notice of her illness. They put us on a cancellation list 8 months ago and there have been no available appointments. I called back twice to try to get an appointment and was told I could not make one. I asked to speak to the dentist, but was told that it was not their policy and I could not speak to the dentist. I am hoping that the dentists are unaware of what is going on at the front desk because they have to be losing quite a bit of business. read more

We have found the front office staff to be very difficult - particularly as it pertains to coordination during the pandemic. Very unfriendly - had to leave because of it. read more

I completely recommend this Dentistry. We are a military family that moves every 3 years so we do not have a "family" dentist that we can truly call "ours". However, with the recommendation from very close military family friends, this was the chosen one, and I couldn't be more pleased. Not only did they take care of my children, I was able to get my check up done as well. They were able to get 3 appointments right away!!!! The office staff is immaculate with their service to every single patient that walks in and out of the door. The office is well kept and very clean. They have plenty of staff to keep the business going at a steady pace...and there is never really a wait. I really liked all 3 Dentists that we had, as well as the all Dental Hygienists that cleaned our teeth. I will recommend this Dentistry to friends & other military families. read more

Poor customer service whoever worked the front desk on 5/24/2021 was very unprofessional and rude . Stated that my child could not be seen because she was 3 minutes late to her appointment but when I asked what was they grace periodt the front desk lady quotes that they do not have one . I asked why my child could not be seen again and she kept stating because my child was late to her appointment. I asked to reschedule her and she stated that she could not and would place me on a cancellation list which I then stated I never canceled you refused to see her so I'm asking if you could reschedule her she stated no she can not . Very dissatisfied and needs to improve there people skills ! Or you will continue to lose patients ! read more

My son has seen Dr. Bross since his very first dental appointment, and we plan to stay with this office for years to come. Dr. Bross and his team are incredibly patient and kind, and help to ease my son's anxiety about visiting the dentist. My son has special needs - a genetic condition called Williams Syndrome - which can cause sensory issues and high anxiety. Dr. Bross also has a PhD in Genetics and is so knowledgeable about my son's unique condition which has helped us feel comfortable and understood at this practice. I recommend this office to all of our area friends. read more

Initial visits were great, but later our family experienced financial hardship. When we were finally back on our feet six month later, with pride and excitement I called to make an appointment. I could not believe the receptionist tone. She was rude, insensitive to our situation, and accusatory!!! For the first time in my life I felt like a horrible mom. I was literally in tears when I ended the call. As women we need to support each other and show some compassion ESPECIALLY towards moms. We're all out here trying to do our best. I will never go to this place or recommend it to anyone. Although my daughter loved her dentist, if these are the type of people they're hiring, thanks but we're no longer interested. read more

Dr. Langguth and his staff were excellent with my 18 month old's first dental appointment. She was excited to visit but of course was unsure of the oral exam, Dr. Langguth was incredibly patient and gentle and was able to complete a thorough exam. He also provided us with great tips for going forward and how we can make sure she is on the right track for oral development. Would highly recommend to friends and family and look forward to her next visit in 6 months. read more

This is a 5 star dentist's office for sure. The staff is so nice and accommodating. I took all 3 of my children (ages 9, 5 and 2) in for cleanings and dental exams and they made them feel so comfortable. There were no tears, no fear and no anxiety. They made it look like fun! The office itself is very nice with plenty of things for kids to do in the waiting room, from toys to movies to video games. Since it was our first visit we got a private room and my kids were allowed to select a movie to watch while getting their teeth cleaned. The dental hygienist was very pleasant and nice and explained everything that she was doing and also took pictures of each child once in the chair, to put on their wall. My daughter (2 year old) talked her ear off the entire time she was taking care of the boys. Never once was she irritated or annoyed. She was very professional and super friendly. They all made it through their cleanings unscathed and the dentist came in to examine their teeth. He was also very nice and thoroughly explained to me what was going on inside their mouths. If you're looking for a wonderful experience for your children at the dentist, this is the place to go. That's not something you often hear said about a dentist's office but this place gets it 100% right! Everything about their facility and style is geared toward making sure the kids are comfortable and enjoy themselves. I can't think of any reason to go anywhere else as long as their business model stays the way it is. I'm a fan! read more

I love exceptional service, and I can confidently state that Collins and Associates is the "Ritz-Carlton" of dental practices. From the friendly professionalism of how they answer the phone to the warm in-person greeting. My family and I are consistently genuinely welcomed. We literally feel like everyone on the team (from receptionists to the clinicians) strive to make each patient (and family member) feel important. Just recently, my 6-year old daughter got a routine sealant for a tooth, and Dr. Lee was amazing. She explained every step in the process, along with each tool before beginning the procedure. My only gripe is that they weren't around when I was a kid :-). Any business in any industry can learn from culture of service excellence. read more

Beware $$$. Policies are horrible. The negative reviews are true in our experience. For us this practice was inconvenient and expensive. We only ever went for routine cleanings. Their cancellation policy is 48 hours and the fee is $50/appointment. They flagged my son "apprehensive" (their words) so per their policy they only schedule "apprehensive" children in the mornings. I only discovered this when I pressed why I couldn't ever get an afternoon appointment. They make it hard to get refills. They would not give either of my boys a fluoride refill unless I first called the pharmacy and asked the pharmacist to contact them. It's very hard it is to get a pharmacist on the phone right now. They could have easily sent a prescription. So, I gave up and obtained refills via their pediatrician instead. The dentists and hygienists are just ok, nothing great, and definitely not worth the hassle. read more

Tried to R/S my son's appt at 49 hrs prior, to be told that they cancelled it bc they didn't hear from me. So then I said well let me just keep the same appt. They then said I couldn't have his original appt bc they already filled it with another patient. She goes on to tell me I am going to be charged the $35 fee. Fast forward of course I get the bill, I write a letter to ask for a waived charged due to the above circumstances. They reply back to my letter with LIES. Stating they tried to get ahold of my sons dad as well- (Dad never was contacted- no VM or texts). Only texts/VM that were received were by me and I didn't get them prior to honestly bc I don't pay attention to unknown numbers (lesson learned). So I will be accountable to that part. But here's the biggest issue- number one no reason to charge a missed appt fee if there was no loss in revenue- I was clearly told that my sons initial appt time was filled. Number two- the stated policy that we signed when joining the practices said 48 hrs advanced notice to r/s or cancel- I fulfilled that. Just bc they decided to take advantage of their patients and change that to the stupidest clause ever "48 hrs but not including the day of the appt" in the middle of a pandemic- ridiculous. And 48 hrs is 48 hrs so to say "not including the day of" is stupid- just say 72 hrs then. Number three- their reply stated they offered me an appt that same day but at another time and that I declined the appt- BOLD FACE LIE. This office is absolutely awful. Full of lies, no accountability to their bad practices, rude, condescending, and unprofessional. Steer clear- it's easily noticed now that my experience was NOT an isolated incident. I attached the screenshot of their office financial policy straight from the website that I accessed still today 4/02/21 that proves 48 hrs.. read more

Naptown is Great consistently !!! They make my son comfortable with going to the dentist.

all about the money ! been going to her for about 20 years. now with my younger daughter every time i would take her they would give me a proposed estimate and every time in the end they would give me a bill more then there estimate and say "the insurance did not pay as much as we thought they would????really ! then you shoud eat it !! dr collins has great chair side manner but it's about the money , i guess if your rich don't worry! also i had an appt and a small bill owed and they harrassed me to pay the bill before i could bring my daughter to the next appt. even though i told them i'de pay the balance at the next appt. that was unacceptable to them? so i payed them and cancelled our next appt and am looking for a new dentist that can stay to there proposal all about the money!!!!!!! read more

BEST pediatric dentist office! Dr. Kenny Zamora was absolutely AMAZING!!! He was great with my son and his work, top notch. He never tried to upswell services that were not needed. I'm so saddened that we had to move. This dentist office will be missed. Even the office staff were great! Thanks for everything! read more

So my experience started out pleasant when a year ago I brought my then 9 year old daughter to get a checkup. At the checkup I was told my child had a few cavities and she needed them filled. So I made and app and had one filled since they only did one per visit. I decided to just wait until her baby teeth fell out instead of all the anxiety and shots etc... Before rushing back in for the rest of the treatment, that putting my nervous daughter through so much just wasn't worth it. After all my daughter is in no pain and never mentions discomfort. So I use my own mommy judgement because I'm a believer that less is more sometimes. In that year these people must have called me 20 times trying to get my child back in their. I felt like it was a high pressure sales pitch. After telling them I'd wait, they still kept calling, maybe the memo never made it into my daughters files... Not sure so Fast forward a year later I called to have a checkup and I'm put on hold with a kind of bizarre pause, then I was informed my child is inactive. "Ummmm ok can you reactivate her"? I ask. She proceeds to tell me that since I chose not to have the rest of my child's fillings done their my child is no longer welcomed there. She would have to check with the dr. to see if they would see her. What??? She goes on to say that while I am allowed to make decisions for my child that perhaps I'd have a better fit with another dentist?!?! I tell her that I felt we fit just fine since my daughter loved going there for her checkups. Sooooo what I'm hearing is we really don't have a choice in what we do with our children. And that my child got blacklisted from your establishment because I chose not to get unecessary work done ?!? I'm in shock that this how patients are treated. This is unethical. So if I want my child to get only routine maintenance care they won't do that. Sounds to me like they care more about their pockets and less about the patient. I am a pretty level person but I really gotta say this is the craziest thing I've experienced as in the medical field and I'm beyond angry. Imagine if a dr tells you they won't treat you if you want a second opinion or if you don't believe in vacinnes( not me) but what happened to a patient having a choice? Now I have to find a new ped dentist for my girl when she was content there The Dr was supposed to call me back ... Surprise... Never got the phone call. I guess they want patients that don't question any advice given. read more