This visit was not a pleasant one like my previous visits.
I have been a patient with Ora south loop since 2008, and I have been happy with everything, until last Friday.
I had two implants done by Dr. Mark Broomhead and Dr. Steve Koos at Ora in 2011. Upon the completion of the surgery, I was never told or informed on the warranty of the new implanted teeth. In 2013, the crown of one the implants fell off and I stopped by Ora. I believe Dr. Goran Kralj was the one helped me put the crown back, due to Dr. Broomhead was no longer with Ora, and I was not billed for the visit. At the time, I was a bit concerned with the stability of the crown after spending quite a bit of money on the implants. Dr. Kralje explained to me the cause and assured me that if this would happen again, just come back and I would be taken care of. Therefore, I was assuming that if this would happen again, I would be covered.
Last Friday, I stopped by the clinic, after the same crown fell off the night before. After the technician Tony putting the crown back in, I was told by the receptionist, Ashley, I believe, that I would need to pay $75 for the material and the time Dr Patel spent on me, and the fact was that she didn't even talk or consult with me. I tried to explain the history to her but at the end, she kept telling me Dr. Broomhead was no longer with Ora (I knew that!) and I had to pay for Dr. Patel's time and she's already given me a discount. I requested to talk to Dr. Patel but Ashley insisted Dr. Patel was very busy and she had no time to speak to me. At the end, she made a claim that if I didn't pay, the bill would be sent to debt collector. Knowing the receptionist not helping much with the situation, I proceeded to leave without further arguing with her.
I ran into Tia at the parking lot, and she happened to be sitting in the consulting room with a customer and have witnessed the whole incident. She agreed that I was treated unfairly by the receptionist and suggested me to bring this matter to the business manager Amy.
I sent an email to Amy the following Monday to explain to her the incident, and I got a call from her the next day. The conversation went very well and she assured me that this should not have happened, and she would do further investigation with the related staffs.
Bottom line: management is professional and responsible, but the receptionist staff needs more training in dealing with customers.