I was referred to this office and made my situation abundantly clear from the start: I am traveling…read morefrom Chicago, paying entirely out of pocket, and have an extremely limited and hectic work schedule. I called three months in advance specifically to secure surgery during a pre-approved week off in January. I was explicitly told there was availability, with the only requirement being a pre-op appointment. I completely understand this needed pre- appt. I drove in from Chicago at 5AM for that appointment, and was told my X-rays from 12 months prior were "too old." While frustrating, I understood and agreed to repeat imaging, paying $450 that day. After the exam, I was sent to reception to pay and "schedule surgery," only to then be told I would need yet another appointment before surgery could even be scheduled -- something that was never disclosed minutes earlier in the room.
After explaining that I had already made a lengthy trip and that this was not what had been communicated to me, the staff briefly conferred and suddenly said they could perform the cone beam scan that same day for an additional $350. Wanting to avoid yet another trip and finally move forward, I agreed and paid on the spot. After completing the scan, I was once again sent to reception, where I was then told they actually could not accommodate surgery during the very week they had originally promised.
At that point, I had paid roughly $800 for appointments day of and scans based entirely on their assurances, only to be told they could not deliver what had been guaranteed. I remained polite, rescheduled for my next available time off (cancelling my personal VACATION) in March, and clearly explained that this would be my only window until June. I also emphasized that I am in significant pain and that the delay was severely impacting my quality of life. The response was largely dismissive.
I left defeated and disappointed, but understood that things happen. I received a call last week (Feb.9th from Allie) informing me that they could not perform my surgery at all because Dr. Kimmel would be "busy." It is baffling that I was scheduled in the first place if this was the case. At this point, I politely requested copies of my receipts, X-rays, and cone beam scan so I could seek care elsewhere. The tone immediately shifted, and I was met with impatience, dismissiveness, and clear irritation simply for asking for records I had paid for.
When the emailed records did not include the $350 cone beam scan, I followed up and again encountered attitude questioning why I would need it despite the fact that I personally funded it. It was eventually mailed to me on a CD.
This entire experience felt disorganized, misleading, and profoundly unprofessional. My family has spent tens of thousands of dollars here over the years as uninsured, cash-paying patients, which makes this level of disregard even more disappointing. It is clear to me the dismissive communication here demonstrates a serious lack of respect for patients' time, finances, and well-being. To say I am disappointed in the level of care and professionalism would be an understatement. This is not how you treat loyal, paying patients.
I hope this is a "one-off" situation for this office because Dr. Kimmel himself was incredibly kind and thorough with explaining my surgery that I unfortunately, will not be having here.
