ROE Dental Laboratory has been building successful long-term partnerships with dentists since 1926. One of the reasons why we have been around for almost 100 years is because we believe in providing exceptional customer service. This approach is directed and fueled through a commitment to our Mission and Core Values. Below are a series of videos from customer-facing departments with ROE.
Listen to their determined focus on providing exceptional customer service to our clients.
Many companies talk about giving great customer service – we can prove it. Below is a brief summary of some of the internal metrics we review frequently to ensure that we maintain our customer service focus.
Success is when a case leaves the lab on time.
The percent of cases successfully created without need for remake.
Average response time in seconds to a customer service phone call.
Email info@roedentallab.com with your name and address, or give us a call at 800-228-6663 and we can send you our welcome packet with boxes and RX forms. In the meantime, you can find printable prescriptions, UPS labels, and many more helpful tools on our website at https://roedentallab.com/collaboration/
ROE Dental Laboratory has been collaborating with dentists and dental laboratories since 1926. We serve the dental community, including general dentists, specialists, other laboratories, and PPE to the public.
Yes! We can expedite a case, but please be advised that additional fees will apply. Click here to see our in-lab production times or feel free to call us to discuss the exact times and fees for a specific case at 800-228-6663
We are registered with the FDA as a contract manufacturer of Class I and Class II medical devices and we have thirteen listed devices in our registration, including titanium and hybrid or Ti-base custom abutments.
We accept digital impressions from all scanners, specifically all Cerec versions, 3Shape Trios, Cadent iTero, Schein E4D, Schein PlanScan/Nevo/Emerald, Carestream CS3600, Medit, 3M Lava TDS, and others. If your system is not listed, you can upload scans via the ROE online portal. Click here to learn more.
We are happy to help you as much as we can! Feel free to call us at 800-228-6663 to see if we’re able to assist you with your scanner, but you can always contact the manufacturer as well. Click here to view our online resources on digital scanning.
ROE Dental Laboratory is happy to accept both digital and traditional impressions. Nonetheless, there are many opportunities to save both in cost and in time with digital impressions!
ROE is DAMAS Certified, and honor only 0.6% of dental laboratories in the United States have accomplished. Click here to learn more.
No, we do not. We are very proud to that our products are 100% manufactured in the United States.
We have a strict and rigorous opening procedure for all cases in our lab which prevent cross-contamination. If you’d like specifics on the measures we take, give us a call at 800-228-6663 and we’d be happy to discuss the process.
Digital impressions demonstrate excellent margin capture and visibility, enable faster restorations, facilitate quick fabrication, and contribute to a minimal need for occlusal adjustment in final restorations. This leads to lower lab costs! However, there are some instances where a traditional is still necessary. If you have a specific case in mind, give us a call to discuss your options!
We have a 99% success rate, meaning only 1% of our cases are remakes. Click here to learn more.
Please contact us to check on the progress of a case at 800-228-6663
Please contact ROE’s customer service at 800.228.6663 or info@roedentallab.com with your email address and we will research your account and set-up a new user name and password. This may take 24 hours, so if you are in a need to upload your case, please mention this in the message and we’ll provide an alternative method of uploading.
When a case is returned, we quickly assess what is needed for the remake or credit. It should be the same day the case is returned. Please email us your name and the patient name and we’ll respond asap info@roedentallab.com.
Please see ROE Dental’s fee schedule email info@roedentallab.com.
Let’s complete a credit card form listing the Doctor ID, Dr. Name, Callback number, full credit card number, cvc code, exp, and amount being paid. If you would like to pay with the card on file, please confirm the last 4 digits with them and write the 4 digits down on the slip. If they would like to pay via ACH, please have them fill out an ACH form if they have not already (see Abby if this customer is newly enrolling in ACH), complete a credit card slip stating they would like ACH charged if it is on file.
Notes: We accept credit card, ACH, and check payments
If you would like a copy of an invoice please email info@roedentallab.com.
We have autopay. We offer credit card autopay or ACH autopay. Please give us a call with ACH information or your credit card info and we’ll set you up. Or go to: https://roedentallab.com/collaboration/roepay/
We accept pre-payments. However, the exact invoice total is difficult to calculate in some cases before it started due to additional parts and shipping.
The doctor tells ROE who is paying for the scan. The referral given to ROE will state either:
a. If the patient is paying, they pay before the scan is taken. By credit/debit card only. We do not accept DISCOVER/cash/check.
b. If the doctor is paying, download CBCT form by printing it from our website: https://roedentallab.com/collaboration/instructions-rx-and-forms/
ACH is basically a ‘virtual check’. ACH requires routing number and account number from the customer’s bank account, where ROE withdraws the allowed amount from the customer’s bank account directly. ACHs are designed for high-volume, low-value payments, and charge fees low enough to encourage the transfer of low-value payments. We encourage ACH payments because we avoid credit card interest charges and it makes it easier for the customer to pay.
Benefits of ACH:
How does a customer get started?
– The customer needs to complete and sign the ROE US ACH Enroll/Change Form
xxxxxxx
Your ROE Online Account is where you can write up your cases, then print or save the Rx for your records or to ship with your case. You can also see the status of your cases and send messages. When you log in, be sure to choose what notifications you want to receive in the “Account” section.
Please review our website at https://roedentallab.com/case-upload/ to learn more about creating an account and adjusting your settings. If you have any difficulties, please reach out to us!
Email info@roedentallab.com and request an online account and we’ll email you the user name and password. Then you can log in and change them.
ROE does not keep passwords. Usernames are in the API. Open the account, click “connect”, wait, find the user name in the right upper corner called “Application Code”
To find the password or to reset, must have the email address or user name. Click Forgot Username and reset the password.
Check to make sure you have added a Product, and that you’ve clicked “OK” after entering the product info. If there are any errors or non-completed cells there will be an error(s) near the “OK” button.
It means the user entered their password incorrectly 5 times. In order to unlock it, click forgot password and it will generate an automated password reset email. If you do not receive an email, ROE will need to check the account to see what email was used to set up the account. Email info@roedentallab.com and request the email on file for your online account.
ROE can make a simple adjustment, but we need to be contacted. Either email info@roedentallab.com this error with your online email address included, or call us and we’ll take care of you asap.
Don’t get upset. We are not rejecting you. This is an internal issue and probably means that the account is set to “Hold” or “Deleted” and is usually just a clerical error on our part. Just let us know and we’ll fix asap.
Try submitting again every few minutes. This is server issue and is usually resolved quickly. If it does not self correct, then please call us with your user name and password and we’ll get it sorted out. One trick is to remove the attachments and click submit. If this allows upload, then you can go back in and click “Edit” on this particular case and add the documents.
This means the case is already uploaded, and the only option now is to add a document. Also, once a case has been submitted, the submit is not available.
ROE performs a lot of smile simulations. This is where you add your full face / full smile photograph for simulation.
Please contact ROE’s customer service with your email address and we will research your account and set-up a new user name and password. This may take 24 hours, so if you are in a need to upload your case, please mention this in the call and we’ll provide an alternative method of uploading.
You will need to log into your ROE online account. Once logged in under lab products you’ll find the product CBCT Guide Sleeves. You can then choose your specifics (ex/ implant brand and quantity) then place your order. If you do not find the exact information, there is a notes section for more specific parameters such as height, ID (inside diameter), or OD (outside diameter), and specific implant systems and guided kit.
You can upload your CBCT scans in our online portal. If you need help exporting your DICOMS, please view our website at https://roedentallab.com/collaboration/export-dicom/.
Feel free to send any case images to photos@roedentallab.com.
When you choose ROE, pick-up and delivery is just a phone call 800 228 6663 #1, or email away – pickup@roedentallab.com. We’ll handle your case anywhere in the country by selecting a courier that is most convenient for your office. To request a pick-up, call the laboratory phone number.
Yes! We use a courier service for local doctors. Please contact us at 800-228-6663 to get started.
As carefully as possible! Please be sure to disinfect all necessary items (impressions, bites, etc) and bag them if possible. All models should be wrapped as best as they can. Items should be secured and prevented from moving in the box during transit.
ROE ships cases via courier or UPS/FedEx depending on your location, with maximum delivery/receiving day of two days.
Yes! We use a courier service for local doctors. Please contact us at 800-228-6663 to get started, or email pickup@roedentallab.com. .
ROE ships cases via courier or UPS/FedEx depending on your location, with maximum delivery/receiving day of two days.
We do charge shipping costs, you can contact us to learn more about those costs. You can prepare your shipment utilizing the tools at https://roedentallab.com/collaboration/ups-label-and-case-pick-up/.
We do charge shipping costs, you can contact us to learn more about those costs. You can prepare your shipment utilizing the tools at https://roedentallab.com/collaboration/ups-label-and-case-pick-up/.
If the case is in the lab now, it is best to call or click the chat and ask about a specific patient. If you are looking for speed on an upcoming case, please give us a ring with what you need. We can usually accommodate with the planning.
Yes, we can expedite cases. We have a fee for this so that you know exactly what to charge the patient. All costs are based on how many days are requested off of standard fabrication time and what is being fabricated. In other words, if the case takes 6 days to fabricate and you’d like it in only 4, we calculate based on 4 days.
Sure, no problem. If you are in front of a computer go to roedentallab.com and hover over “working with ROE”, click on instructions, RX’s and Forms. The RX’s will be located at the bottom of the page. Select Fixed, Removable, etc. Here is the link: https://roedentallab.com/collaboration/instructions-rx-and-forms/
Go to roedentallab.com and click on “Download UPS label” on the top of the screen. Then click on UPS shield, once you’ve clicked that you will be brought to a UPS guest login screen. Select I’m not a robot, you will then be able to put your information in and print the label. Here is the link: https://roedentallab.com/collaboration/ups-label-and-case-pick-up/
Our warranty statement can be viewed at https://roedentallab.com/about-roe/warranty-statement/.
Our shipping is dependent on our contracted courier services (UPS, FedEx) and are subject to their terms. Cases are typically delivered within two days.
Our remakes are dependent our refunds and warranty policies – you can view them at https://roedentallab.com/about-roe/returns-refunds-cancellations-policy/.
Yes we do! Learn about our refunds & remakes policy at https://roedentallab.com/about-roe/returns-refunds-cancellations-policy/.
Click here to see our production times and contact us with any questions.
For monolithic crowns, our production times range from 3 – 5 days in the lab depending on impressions/models.
The production times for our implant crowns range from 4 to 12 days in lab depending on what needs fabricated.
An iJIG and the subsequent Printed Try-In take 7 days in lab. We send a 3D Preview to your email for your approval. This can add time to the overall case production, waiting for a response, approval, or changes.
Once we receive the denture to be relined, the complete process takes 6 hours to be completed and yes, of course, we can do the same day if you are local and you need a hard reline only.
Note: Same day relines need to be picked up at their office no later than 9:15 am to give the courier at least one hour to get back to ROE. Delivery can be no earlier than 4:30 pm on relines.
These cases have multiple steps – here are the in-lab production times:
Please give us a call to discuss for more details.
We cannot. There is too much shrinkage in a full palate case. Valplast is limited to partial dentures, flippers, and unilaterals.
