Get it in writing UP FRONT! Don't trust verbal statements!…read more
Client for several years. Made appt for a crown. Cost $285 with my insurance for a lab made crown, or over $1,000 for a same day CERAC crown. I opted for a lab crown.
Went in for appt and the Dental Assistant tells me I can get the CERAC crown, for the same price as the lab made crown, $285. Was told the CERAC is done in less than 2 hours, AND it incudes a 5 year same office warranty that the lab crown does not include. Yes, the exact same price, with a 5 year warranty. I was out in under 2 hours with my new CERAC crown.
On April 24, 2026, I emailed the office to ask for a copy of the 5 year warranty. I got no reply for 5 days, so on April 29, I emailed again, saying that one of the selling points was the 5 year warranty, and there had to be something I could get in writing about it.
Bernice calls me and says that because I paid the same for the CERAC, as the lab crown costs, I was not entitled to the 5 year warranty.
I explain to Bernice the Dental Assistant used the 5 year warranty as a benefit to me of getting that crown. Bernice, said it doesn't apply to the discounted price. Bernice said she would talk to the Dental Assistant and call me back.
On May 5, I called and asked for Bernice.
Christian said she was busy, but he knows every detail about what happened. He told me he was aware of what I was told, the Dental Asst confirmed that she DID tell me the 5 year warranty was included, however, they would not be honoring the 5 year warranty because even though she, "made a mistake", I didn't pay for the warranty and therefore it would not be honored for me. No apology.
Christian repeated that I didn't pay for a warranty and I wasn't getting one. No apology.
He was saying, yes we offered you a warranty, INCLUDED with the price of the CERAC crown, BUT we admit we made a mistake and we refuse to honor that mistake, even though there is no financial loss to our business because if something were to go wrong with that crown in the future, we would bill it through your insurance anyways, and we could just write off your 20% co-pay.
I asked if Dr. Miaoulis was aware of the situation, and what I was being told. I truly didn't think Miaoulis would approve the way it was being handled because I know he is a shrewd business person, but Christian surprised me by saying the Dr. was fully aware and he wasn't going to honor the warranty, even though his personnel screwed up. No apology.
It seemed the calmer I was in trying to rationalize with Christian, how bad of a business decision this was, even saying that I'm not yelling, I'm not swearing, I'm not making threats, it was making me not want to come back and to let others know, Christian got more irritated and then he said, Dr Miaoulis is willing to offer a 1 year warranty on that crown for you.
So, why wasn't that mentioned at the start? You wait until I imply I won't be back and that I'll leave a review about this experience, before throwing out a 1 year warranty that Miaoulis allegedly had already approved?
I told Christian it's unfortunate something which likely wouldn't have cost them anything, assuming nothing happens to the crown over the next 5 years, will cost them a good client who will now let others know about this situation, which may result in someone choosing to not go there, with the result being a loss to that office of more than what the warranty would have cost.
Christian said he was sorry it came to that but he understood my feelings and I should do whatever I needed to do. Pretty arrogant, in my opinion.
The loss of my next visit alone, not counting the lost future years of revenue, exceeds whatever non-costs from offering the warranty would have been incurred.
For the next patient it happens to, start by making a genuine apology for the mistake your business made. Take ownership and don't blame the patient. Then, immediately offer the best alternative option. Don't wait until the patient says they won't be back to throw out an olive branch that you could have started with, allegedly.
