West Cobb Orthodontics — Local services in Acworth

I received the WORST experience any patient should receive from a doctors office. Let me first say that Dr. William Farr is a wonderful man and will do what he can to help you. However, the problem is with his staff member (lack of customer service)Wendi Krogh and Mimi Whittingslow. I came in to get my wire retainer fixed, but somehow later that evening my retainer came off again. I called the office and made another appointment to be seen which was at 4:30 in the evening. I was 10 minutes late but made a courtesy call to the office letting them know (due to traffic). When I got there Dr. Farr asked me to sit in the chair and open my mouth. He looked at my mouth real quick and then stated that he is sorry but he has to rush to catch a plane. Apparently it was an unexpected trip because I was wondering why would you schedule an late appointment if you know that the Dr. will be leaving early. Anyway...Dr. Farr asked Mimi to create a new retainer for me until he was able to come back and look at my teeth. He stated that it would be FREE OF CHARGE ( that was a very nice thing that he did). He instructed Mimi to stay and create the mold for the retainer. In which she did do. While I was there I noticed the front desk woman Wendi pouting as she had to stay late with Mimi (again Dr. Farr asked her to stay late and not charge me a fee...NOT ME). Mimi stated that the retainer would be in their mail box the next day for pick up but to make sure that I called her on Monday to follow-up. I received the retainer and realized that it was too big. So I called back on Monday to follow up as she requested. Instead of Mimi stated to just come in and we will fit the retainer (which that is normal process in creating a retainer for a patient). Instead she transfer me to Wendi Krogh who was so rude to me by stating if you come into this office and sit in the chair we will charge you an additional $150 dollars. WHAT??? FOR WHAT? Just to fit my retainer ? (where is the customer service in this conversation?) So Wendi brought up that my last appointment by throwing the words around that "you were late to your appointment( which I called letting them know I was 10 minutes behind), she threw at me that Mimi had to stay late just because of me (are you serious? The doctor asked her too NOT ME) and you didn't pay the last time you were in...REALLY? Dr. Farr stated not to charge me. I ended up coming in for Dr. Farr to look over the retainer ONLY... He called me into the office with a young lady named Bre-ann where he stated that he was going to just give me a full refund for the service since I have had a problem. He then looked at the retainer and fixed it (he is a very kind man). This incident happened in November and it is now the 2nd week of January and I still have not received my full refund. I called Bre- Ann on Wednesday, January 4th and when I told her who I was she automatically stated "You calling about your check..right?". Then she states that she is busy right now but she would make sure that a check would be placed in the mail on Thursday the 5th...still have not received this payment and I live in Kennesaw , with office location. I never received a call to follow up or apologize that it has now been 4 weeks and I have not received a payment. I honest think that I have not received that refund because of bad customer service and some...

Look elsewhere! After Dr. Fararrar retired the practice has declined. New graduate orthodontist contradicted Dr. Fararrar’s plan for my daughter and said the plan was not appropriate. Office refused to refund the money while keeping the insurance funds as well. Insurance fraud - wow! Nice way to do business if you can get away with it. Tried to rectify the situation and got the run around. No one would return my messages. Finally had a face to face with “manager” who was uncooperative and rude. Prior to this happening I had referred my friend’s son to this practice unfortunately. Worried about his treatment plan now. Office now says there was no referral incentive in place when there absolutely was a plan. After several attempts and months to reach someone and many messages later finally spoke to that same “manager”. Who behaved in the same manner. Not surprised. What a shame they took money for my son and daughter’s so called treatment or non treatment more appropriately. Take your money and insurance benefits elsewhere!

Update - after this post an officer showed up at my work who did not know the facts questioning me. Obviously they are threatened by the truth shared in this post. I will continue to share this story so others are not taken...

I cannot say enough great things about this place. From the moment I set foot in the door I was immediately embraced with the warmest welcomes. I have never felt so informed and respected. The treatment plan I received has already exceeded my expectations. Thank you to the entire staff and I look forward to many more visits. Please don’t change a thing....you all are perfect. :)

UPDATE: I still LOVE this place! Every single staff member at this establishment is sent straight from heaven. I have never met such kind and caring people in my life. Like seriously nobody is ever having a bad day lol. I love how informative the staff are regarding my treatment plan and aftercare. My smile is absolutely beautiful thanks to such great care. It was well worth the 50 minute drive for me.

If you are on the fence or skeptical about choosing an orthodontist please consider my absolute honest review!

I’m very hard to please and my expectation has been exceeded...