Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the Transaction:I initially became a patient in 2022 Amount Paid:Approximately $3,000 for the full treatment plan, which included ongoing care and retainer support.What the Business Committed to Provide:They committed to a full orthodontic treatment plan, including long-term care and post-treatment support such as retainer replacements as needed to maintain results.Nature of the Dispute:When I contacted the business recently to order a replacement retainer (which is common post-treatment), I was told they would not provide one unless I paid for an entirely new treatment plan from the beginningessentially starting over and paying another $3,000+. This directly contradicts their original commitment to long-term support. As a result of their refusal to provide the retainer, my teeth have started to shift, negatively impacting my dental health.Attempts to Resolve:I contacted the business by phone and spoke with customer service, but I was repeatedly told no without any effort to resolve the issue or provide alternatives. There was no explanation, flexibility, or willingness to help, despite my status as a previous patient and their initial promises.If Advertising Was Involved:When I signed up, I was influenced by their marketing and consultation, which promised long-term follow-up care and support to maintain results for years after treatment.

  

  Business Response

  Date: 05/15/2025

  Thank you for the opportunity to respond to this concern.
  
  We appreciate the your feedback and understand the frustration. We would like to clarify the details of the treatment agreement and our current policy.
  When the patient/you began treatment in 2022, our offering included a full orthodontic plan delivered directly to the consumer, with the option to purchase retainers at the end of treatment. Ongoing or lifetime retainer replacements were not included in the treatment cost, and were made available at an additional fee.
  
  In 2022, we began transitioning away from the direct-to-consumer model. As part of that transition, we alerted all patients that we were going to stop offering treatment and retention products directly to patients and now exclusively provide our services through licensed dental professionals. Patients were given an opportunity to make any final retainer purchases and also instructed to speak with their regular dental provider (or find a dental provider) for ongoing retention services. This shift was completed at the end of 2024. As a result, we are no longer able to fulfill direct patient orders for retainers or other post-treatment services.
  
  We recognize that post-treatment retention is critical and patients who wish to maintain or regain their treatment results can seek options through their dentist or now can do so by consulting a dental provider who offers our CandidPro product. That provider can evaluate the patient's current dental alignment and recommend the best path forward, which may include new impressions, a retainer, or re-treatment if needed.
  
  We are happy to assist the you in locating a provider in their area by going to our website at **************************************************************************
  
  We remain committed to supporting patient outcomes in collaboration with licensed dental professionals and thank you for your understanding as we continue to prioritize clinical excellence and safe, supervised care.