Complaints

This profile includes complaints for Candid's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Candid

  44 West 28th Street Floor 14 New York, NY 10001

  
• 

  Candid

  500 Westover Dr PMB 18459 Sanford, NC 27330-8941

• 

  Candid Care Co. - Los Angeles - West Hollywood

  8405 W 3rd St Los Angeles, CA 90048-4111

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:01/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I began my 8-month Candid treatment in September 2021. Throughout the treatment, I became concerned about gaps and spacing in my teeth, especially as food was becoming painfully compacted in-between my teeth after eating. On 02/02/22, I reached out to Candid about these concerns noting that and Candid responded Rest assured, after treatment has concluded, your teeth will settle into a more permanent position and that gap will no longer be there. Plus, we offer refinements at no additional cost if you notice it not settling and you were compliant with treatment. I continued with the treatment hoping that these issues would resolve. On 04/25/22, I received a notification from Candid that I reached the final step of the treatment process. At this time, I reached out to Candid again regarding the above concerns and was given the same information your teeth will heal over the next few months and refinements may be necessary. On 9/8/22, I reached to Candid again stating I am still having some spacing issues and food is consistently stuck in my teeth every time I eat. Candid told me in April or so that the spacing would heal over time and go away, yet this did not happen. On 9/9/22, Candid responded stating that I have triangle spaces and A dentist may restore these areas with bonding or veneers. However, I responded reiterating that the triangle issues were not my main concern, it was ALL of my teeth and the spaces you cannot see. On 9/13/22, the same representative responded stating that I should be seen by a dentist noting that Your Orthodontist has deduced that you need more than an alignment, you need either bonding or veneers. which we don't do here at Candid. In response, I noted that Respectfully, there seems to be a miscommunication. The spacing issue does not relate to triangle issues (which would be served by bonding or veneers). They are spaces that you cannot see, spaces which cause food to accumulate between my teeth (all teeth) when I eat...It would be impossible to have bonding/veneers heal this issue. Can you kindly have an orthodontist reach out to me directly? In response, the same representative wrote on 09/15/22 that the state my teeth matched the projected results of my treatment plan and that this was the best clinical outcome for you, noting that if anything needs fixing you should see a dentist or orthodontist. On 09/22/22, I wrote back to this representative stating that stating that Clearly my teeth are worse off now than before the treatment and respectfully demanded an answer directly from the orthodontist as to what could be done. In the meantime, I was placed on a waiting list to be seen by an orthodontist and was finally seen by one in December 2022. Before being seen, on 11/05/22, a Candid representative wrote back to my 09/22/22 message and stated that they have relayed my concerns to the Candid orthodontist who would reach out in 2-3 working days. No one responded. I reached out on 11/16/22 with no response. I again reached out to Candid on 12/2/22 stating that I was seen by an orthodontist who confirmed that I have spacing issues which require additional treatment. These are not black triangle spacing issues, these are issues related to the treatment I received. The teeth are not tight enough in some areas which require additional treatment to resolve the issue. I did not receive a response from Candid. My orthodontist stated that since Candid did not align my teeth properly, I would have the spacing between my teeth for the rest of my life if I do not have additional treatment. This leads to the weakening of the teeth, teeth roots, more gingivitis, and more cavities. It is now January 2022, and I have noticed that my front tooth (central incisor) is now loose and I can wiggle it with my fingers!! I have scheduled another appointment with my orthodontist on 01/19/22 (each time doing so, I incur a high financial cost). In the end, Candid has ruined my teeth and they are unresponsive to my concerns clearly, loose teeth are not the best clinical outcome for me or anyone! I request a full refund as the treatment has led to life-long problems which now need to be fixed by an actual orthodontist. This entire process has caused me physical, emotional, and financial distress, which will require even more physical, emotional, and financial pain as I have to seek additional orthodontic treatment. I wish I had never used this product.

  Business Response

  Date: 03/20/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally started aligner treatment with Candid on September 1st, 2021 with a total of 16 aligner steps in their treatment plan. Candid customers are required to wear each aligner for 14 days for a minimum of 22 hours per day. At the end of treatment, Candid customers have the option of requesting additional treatment with refinement aligners if they are not happy with their results. Candid will defer to this customer's treating orthodontist to determine if their teeth can be further aligned with Candid aligners. If the customer's treating orthodontist does determine that they will benefit from refinement then Candid will continue working with the customer towards additional treatment. If their treating orthodontist determines that they will not benefit from additional refinement aligners then Candid will provide that update to the customer of that update.

  Customer Answer

  Date: 03/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
   
  
  
  
  
   
  
  

• Initial Complaint

  Date:01/05/2023

  Type:Delivery 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.

  I started my treatment with the first scan 1/30/21 and was told my treatment should take around 6 months. I was diligent with my scans and wearing my aligners, but as I got closer to the last aligner in 7/21, I was told I needed refinements and needed a new set of aligners. On 9/10/21, I received the next set of aligners, extending my treatment for another couple months. I was ok with this since it was always an estimate and luckily I was still working from home. Then, in 3/22, I was told I will need more aligners and was told I will receive an impression kit. This was supposed to arrive in April, but it actually arrived 6/9/22 after contacting them on its whereabouts. When I received the impression kit, they sent the wrong size that was too big for my mouth, and I needed to redo this step again with the correct size, which took additional time to be delivered. All this time, I was wearing the same aligner that was quite worn out and uncomfortable. I finally received the last set of aligners late 7/22. I changed my phone to the new iPhone, which does not fit in the older Scanbox, and my old one is broken. I contacted Candid about getting the new Scanbox 10/20/22 and was told that it was approved and a new Scanbox will be sent. I did not receive it for a month, so I contacted Candid again on 11/22/22 in which I was told that the order was never placed in Oct. and so this time, the order has been placed and I should receive it in **** days. It is **** now, and I still have not received it. I haven't been able to take the scan since Oct., and I'm still wearing the same aligners and unable to move on to the next step. At this point, I am reaching 2 years of treatment, which is frustrating in itself, and I feel like this is going no where. I am unsure that I trust these aligners are actually able to correct my alignment. **************** is hard to reach and giving false promises, and I am not receiving the treatment that I paid for.Tired of wearing the worn out aligners

  Business Response

  Date: 01/24/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Since this complaint was submitted, the correct size ScanBox was delivered with tracking number **********************. Candid's refund policy states that once the initial treatment plan is approved, a refund is no longer available. We appreciate the customer's patience through this process. Aligning the teeth may take longer than expected. We appreciate the customer's patience. We have requested a new scan so the customer may continue their alignment and regular monitoring scans now that the new ScanBox Pro has arrived. If the customer did not receive the new ScanBox Pro package which was delivered with **** tracking number **********************, we encourage them to reach out to Universal Support again at *************. Since a refund is not available per Candid refund policy, and the ScanBox Pro has been delivered, we consider this resolved.
  
  
  

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I started my Candid treatment on 7/20/20 I got my order confirmation for the service which was to help straighten my teeth after movement from my braces. Order confirmed for $2275.00, I paid $2502.60 after all scheduled payments (paid off everything out of pocket since I did not have dental insurance).7/31/20 First scan 12/23/20 recieved message from ****** stating I had 3 "no-goes" in a row while on step 6 out of 16. This is where I started to notice the aligners did not fit 2 certain teeth - my "canine teeth"1/27/21 kept taking scans, was told to use chewies more, still not moving right but was told to go to next step anyways.2/20/21 sent message on live chat stating I was wearing aligners as much as I could but they weren't fitting my canine teeth the mold was too big and my teeth would never fit the molds. ****** said she looked into my account and saw my ortho had left a note and they were waiting back for his response.This happens three more times with live chat reps, I would write them all down but I will run out of space for the worst parts to come.1/31/21 they STOPPED my scanning and progress. ALMOST A WHOLE YEAR AGO.Live chatted with ***** on 1/31 and told them they told me to req a new impression kit. He said he would gladly help me with refinements. Told me I would need to do new intake form and photos.2/9/22 order shopped, got my photos in and by 2/14 sent back impressions.3/21/22 got e-mail lab wanted another set of impressions.until 4/15 nothing heard live chatted about not getting kit, was told they were stuck in delay. 4/19 order shipped email.5/26 recieved same email about needing another set of impressions.6/13 rejection for being too shallow. july 19 impressions recieved email from rep **** he then asked for more photos since it was past 60 days. He helped me submit. aug 29 sent photos to **************. then heard nothing. 10/31 live chat with ****** she told me they never got my photos then when i questioned she said oh we do have your photos from aug 29th! we closed your account however because it was passed the 60 days.Told them I had all the e-mails and heard radio silence since aug 29th.she then told me she had good news one of her team leads would re-open my case and she was sending out a new impression kit to me. I told her I moved and she fixed the address it would ship to. all seemed well.Nothing....11/16/22 live chat with ******* i told him I never got the impression kit and he told me that they were still reviewing my last impressions FROM THE SUMMER THEY TOLD ME WERE TOO SHALLOW and waiting to hear back. told me he would send a follow up email I asked him to please do so last time they said that and i heard nothing and my account was closed.NOTHING SINCE.i have been shut off from a treatment I have now paid for in full MONTHS ago and I havent been doing my treatment since last January and have heard NOTHING.

  Business Response

  Date: 02/16/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Our records indicate that this customer began the refinement process with Candid in order to receive new refinement aligners on 1/31/2023. The customer did experience issues with submitting impressions which is why they did not receive a new treatment plan. At this time, Candid is going to contact the customer's treating orthodontist to determine the next steps for the customer. If the orthodontist determines that a refund is an appropriate resolution, we will contact the customer to assist them with receiving a refund for their treatment, since they were unable to finish treatment due to rejected impression kit materials.

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  In their statement they said I inquired about refinements 1/31/2023 which is a lie, I have not contacted them since Nov 16th 2022 when nothing had been done yet again, and that is why I took it to BBB. They never sent a refinement kit, and when I had to take my photos over again (twice) and told they were sufficient and would be sent to my orthodontist and then I would get refinements shipped out to me (told this twice) I never received anything. Then they closed my case saying they didn't hear from me...when I had nothing else to do but wait they told me??

   

  This is not ok. And I am not happy at all with the way they are handling this yet again.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 03/06/2023

  This customer's treating orthodontist has reviewed their concerns and has approved the customer for a full refund since ********************** was unable to obtain impressions to continue their aligner treatment. Based on our records, the  customer originally paid $2,275 for their aligner kit, however, they used a 3rd party financing company Affirm to make payments. Since Candid does not have an active card on file, we can refund the customer via direct deposit instead. The next step in this process will be for Candid to send the customer a release document via Docusign that will indicate the full refund amount and release the customer from being a patient with **********************. The form will be issued along with a blank direct deposit form so that Candid can refund the customer appropriately. The customer should receive an email with the next steps that outline everything mentioned in this response and we will continue working with the customer until they have received a refund. 

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Beware!!! Really don't think the Orthodontist exist! I have asked to speak to one several times because I have some concerns about my teeth. All I get is keep same generic response that they are not available to speak to the clients and they are to be the liaison between me and the Orthodontist. I have also asked to speak to a supervisor and I get the same response. They are not here to support you during your treatment. After each scan you get a generic email saying to move on to the next aligner. Same response every time! They request that you contact the "LIVE CHAT" but it isn't live, it is computerized responses that requires you to enter the message in a form of a question and auto populates possible post to help. Nothing specific to my concerns and problems. They are offering me a partial refund because "I am not in compliance". They are not in compliance and giving the client the support, they promised. They will not answer me on what that partial refund is. It should be enough to cover the expense to fix my teeth that have chipped and have to be filed down because of the aligners and to fix the poor alignment and spacing of my teeth.

  Business Response

  Date: 01/06/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid provides clear aligner treatment with remote monitoring by an orthodontist. This means that the customer's progress throughout treatment will be tracked by the same licensed orthodontist who created and prescribed their treatment. This customer started aligner treatment with ********************** on 3/31/22 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for 22 hours per day for a minimum of 14 days. Once the customer has worn the aligner for 14 days, they are required to take a scan using remote monitoring so that their treating orthodontist can track their progress and determine if their teeth are ready to move to the next aligner step. This customer finished their final step 12 aligner on 9/5/22. At the end of treatment, Candid customers have the option of requesting refinement with additional aligners for free if they are not satisfied with their results as long as they reach out within 60 days of finishing treatment. In this case, the customer did request refinement and their treating orthodontist designed a new treatment plan with a total of 8 aligner steps. The customer began this new treatment plan on 11/1/22. On 12/13/22, the customer contacted ********************** to report that they have been changing aligners once every week rather than following their prescribed wear schedule because they do not believe their orthodontist is tracking their progress. In this case, since the customer was not taking scans as prescribed with remote monitoring, their orthodontist cannot track their progress or ensure that their teeth are moving as planned. Candid support relayed the customer's treatment concerns to their orthodontist on 12/13/22, and the orthodontist determined that the customer could receive a partial refund of 50% of their original payment if they wished to stop treatment. Candid has already provided the next steps to the customer about ending treatment with a refund and we will continue working with the customer towards resolving any further concerns.

  Customer Answer

  Date: 01/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Thank you for letting me know the amount of the refund, I asked several times and it took them a few weeks to respond. Several messages stated that we spoke on the phone, which was not true. I appreciate that Candid says they cares greatly about my treatment but if that was true, they would allow me to speak to the orthodontist that is monitoring my treatment.

  
  A correction to your statement the first stage of the treatment was 22 or 23 steps, not 12. At the end of the first stage my bit was uneven and teeth were not aligned, the spaces between my teeth were unacceptable, and my teeth were still crocked. It is frustrating that I am not able to speak to the orthodontist to discuss my problems and come up with a solution. Instead, you are offering a partial refund which will not cover the expense to fix my teeth that have ****** in them.

  All I want to do is talk to the orthodontist monitoring my treatment!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 02/16/2023

  Candid processed a refund for this customer on 2/13/23 for a total amount of $822.50, which is the refund amount approved by the customer's treating orthodontist. ********************** does not offer the option of video appointments with the customer and orthodontist because the nature of treatment is remote. Our licensed orthodontists do not have traditional office hours because they use Candid Monitoring to monitor the progress of patient's in treatment. In addition, the Candid support team acts as a liaison between the orthodontist and customer to ensure that all of the customer's treatment concerns are addressed. At this time, the customer has been refunded and their treatment is considered complete. If the customer still has additional treatment concerns we strongly encourage them to contact our support team so that we can assist them further.

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/22/2022

  Type:Product 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.

  On 11/26/22 I ordered a new retainer for my Daughter. The charge was posted to the credit card on 11/27/22 for $99.00. Called on 12/12/22 was told by CSR that they are having trouble locating the order. Eventually, they said they found it and it will be a little while longer for shipping. Called again for status on 12/22/22 and told they could not find the order. The 12/22 rep noted the last rep noted in the file that they could not find any record of an order ( so we were lied too when told it was on the way on the 12/12 call). They refused to provide a refund because they canf find the order. I have the transaction record for proof and they still will not refund the money. Iv placed a fraudulent charge with the Credit Card issuer, but its seems highly unreasonable for me to have to file this fraudulent charge. This is just one of the many communication issues we had with Candid. They appear to be highly disorganized and in their business dealings and I would strongly suggest not doing any business with them.

  Business Response

  Date: 01/04/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. After searching both the youth and guardian accounts, a retainer order was unable to be located. In order for the retainer order to show up in the customer's account, the order must be placed with the email on file. It is possible that the order was placed under a different email address. If this is the case, if the customer can provide the other email address, or the order number, we would be happy to continue to search for the order and refund. Additionally, we have ordered a complimentary retainer for the customer today. The customer will receive shipping updates via email once the retainer ships. We apologize for the inconvenience and look forward to fully resolving this concern. 

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Yes, my daughter received the complimentary retainer, however I was still charged $99 in November, so its not really complimentary.  If its complimentary wouldnt the $99 be refunded back to my  ****?  If I see the charge from the company on my **** Statement why would it not be able to be traced back to a patient or back to an email?  I have looped in **** on this matter as well.  Also, I have 2 more kids that will need braces, but it likely will not be with Candidco as we had previously planned. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 02/16/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. As stated in our previous response, Candid ordered a new retainer for the customer and it was delivered on 1/5/23 per tracking #******************. If the customer did not receive the retainer order, we strongly encourage them to contact our support team so that we can assist further with any treatment concerns.

• Initial Complaint

  Date:12/22/2022

  Type:Product 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.

  On December 9th I contacted Candid because my monitoring had been stopped on October 26th. My previous scan was taken on October 25th and I was on step 6 of 10 in my second round of treatment. I had logged on the app multiple times before to attempt my scan but it just said the orthodontist had stopped my scan, which I figured was an error because I had additional trays left. Originally I was told that I only had 30 days to request refinements which I explained the above and was allowed to take refinements. However, the original service and reason I went with candid over many other aligner companies was the digital scan. For my original refinements I did the impressions at home; I was not happy with the fit. Now they want me to take my own impressions at home again when I would like to go to one of their doctors to have this done. I went with candid because they took x-rays and digital impressions - total bait and switch. I would like either my money refunded in full or to go get new x-rays and scans from one of their providers.There have been multiple emails and phone calls to try and get this resolved.

  Business Response

  Date: 01/04/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The customer's treating orthodontist would like the customer to continue through the rest of their steps of treatment before discussing options for refinements. Refinements may be available at the end of treatment if needed, but would require at home impressions or a digital .STL scan which the customer would need to have done at their local dentist. Candid does not have the option to transfer the customer to an in-person orthodontist for digital scans. Candid has resumed the customer's monitoring and is awaiting an email response from the customer to clarify which step of treatment the customer is currently wearing. We look forward to guiding the customer through the rest of their treatment and assisting with refinements once they finish their last step, if needed. While Candid's refund policy states that a refund is no longer available once the treatment plan is approved, the customer's orthodontist has agreed to a 50% refund if the customer does not wish to continue treatment at this time due to the inconveniences they have experienced.

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  There has been no explanation why the orthodontist wanted me to take new scans and now says to continue with the original treatment. The solutions Candid has provided does not address the issue that the treatment I signed up and paid for included digital impressions, x-rays and professional monitoring. Now that has been changed to to at home impressions, no x-rays and poor fitting aligners. 50% refund will not cover what I will need to do to get my teeth fixed properly with a different company. I would like the full amount refunded.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Business Response

  Date: 02/16/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. At this time, the customer has been asked to remain on their step 20 aligner (step 6 of their refinement plan) to ensure that their teeth have completed all of the movements before proceeding to the next step. Candid has already contacted the customer's treating orthodontist to relay their concerns and we will provide another update to the customer as soon as the orthodontist has approved them to move to step 21 (step 7 of their refinement plan).

• Initial Complaint

  Date:12/22/2022

  Type:Product 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.

  I paid Candid upfront for aligners. The orthodontist they assigned to me stopped my treatment and instructed me to make a new set of impressions for their free included refinement process. While waiting for the impression kit to come, my dentist had to extract a tooth and also pjt a temporary crown in place for another tooth. When the instructions for Candid's impression kit state that you can't take them with a temporary crown. I had to wait four weeks per my dentist until the permanent one could be put in. I tried reaching out to Candid support regarding the delay TWICE. Both times they had "no one available to assist me, please try again later". I finally took the impressions the day after my permanent crown was placed and sent them back. Candid sent me a message via Email saying thanks for the impressions but they were shutting my account down due to them being sent just outside the return window. Since this support person actually existed, I explained my situation with the dentist and the reason for the delay. I also explained how no one was responding to my support requests previously. "*****" didn't respond again for two days. She said that sorry, but I was out of luck and they wouldnt be providing me the refinement treatment. My jaw hurts and my teeth are NOT STRAIGHT. I wasn't provided with the full benefit of the product I paid for and ALL I WANT ARE MY REFINEMENTS.I'm including screenshots of their unreaponsiveness along with the email support denying me the refinements. I want a new impression kit and to get what I paid for. This is unacceptable.

  Business Response

  Date: 01/04/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer started treatment with ** in November 2021. They originally had 12 aligners as part of their treatment plan. We had spoken to the customer on October 5th of last year where they had requested further treatment and we had informed them of the 60 day window to submit their intake form, photos and their impression kit which ended on the 4th of December. The customer had returned their impression kit on the 12th after this time frame had ended therefore, their treatment is considered to be complete and they are no longer eligible for additional treatment. I've attached a copy of our end of treatment policy for review.

  Customer Answer

  Date: 01/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   If your company makes themselves unavailable for support contact in the waiting period, how is that acceptable? I paid upfront for treatment and feel as though your company doesn't wish to provide the full treatment since you already received your full payment and have no incentive to make this right. 

   

  I did not receive what I paid for. My teeth are still crooked, and I'm out my entire payment through no fault of my own. If Candid refuses to provide my refinement aligners, then I feel as though I should get a partial refund. If they won't provide support or even be available to contact by consumers during treatment, what recourse do consumers have? 

  This feels like a money grab from an untrustworthy business. "Take the money and run" with no concern for the paying customer despite multiple efforts to reach them about a potential delay imposed upon me from my dentist. 

  I am tired of them brushing me off and not providing the service I paid in full for. What orthodontist stopped my treatment? I want their license number as well. Why couldn't I reach anyone at support before they decided to take my money and stop my treatment? 

  I want answers and resolution to this. Right now it feels like non-delivery of service.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 05/09/2023

  Candid is happy to keep this complaint open while we work with the customer to design a new treatment plan for them. Our records indicate that the customer submitted new impressions to our lab but they were not viable so we sent a redo-kit to the customer that was delivered on 4/29/2023 per tracking #******************. Once we receive viable impressions from the customer, we will begin designing their new treatment plan which will be emailed to the customer once it is ready for their approval.

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  New treatment plan is in the works. Sending my second set of impressions as requested by Candid. Will mark this as resolved as soon as the new aligners are created and sent.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:12/19/2022

  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.

  I had began Candid October 2020 with the understanding it would *********** months to straighten my teeth. I had paid over $3,000 and my teeth were not completely straight so i did refinement aligners to adjust the teeth that were not straight. I have then found my teeth shifting back to what they were rather than completing the purpose of the aligners which was to straighten my teeth. With that I had several emergency dentist appointments for infection, pain, swelling. Now i tried a third time to correct what was reversed and i was declined solely on the fact that i did not submit an additional photo they said the treatment was completed. I contacted back in April 2022 for the 2nd set of refinements but there was a delay in shipping for the impressions. Therefore i did not receive it until months later and didnt notice an email to submit additional photos. I now suffer with gum and jaw pain as my teeth continue to shift back out of place. I spent $3,000 to see no different in my teeth, to have severe pain and complications, and for the company to state that my treatment is complete and if i wanted to continue i would have to start over and pay an addition $3,000. This is unacceptable and i want to take legal action if this is not resolved appropriately and immediately. Allow access to my files and review

  Business Response

  Date: 01/25/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer started aligner treatment with ********************** on 10/30/2020 with a total of 16 aligner steps. Each aligner step is prescribed to be worn for 22 hours per day for a total of either 10 to 14 days depending on the prescription that the treating orthodontist determines. Candid customers have the option of requesting additional treatment with refinement aligners as long as they reach out within 60 of finishing treatment. This customer originally finished treatment on 6/21/2021 and began our refinement process. The customer received a new set of 10 aligners which they completed on 4/6/2022. The customer contacted our support team on 4/12/2022 to request a 2nd round of refinement aligners. The customer was advised to take new photos and impressions from home so that their orthodontist could evaluate their smile. Based on our records, the impression kit that Candid was supposed to provide to the customer was not sent until 8/30/2022. The customer returned the impressions on 9/19/2022, however, we did not receive all of the photos needed to design a new treatment plan. Candid requires customers to provide all of their diagnostics (photos and impressions) within 60 days in order to be eligible for free refinement, however, this customer did not receive all of the materials in a timely manner which caused a delay. In this case, Candid will defer to the customer's treating orthodontist to determine if further treatment is possible. Candid will contact the customer with the next steps in their treatment as soon as their orthodontist has determine how to proceed.

• Initial Complaint

  Date:12/17/2022

  Type:Service or Repair 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.

  Candid refuses to provide me the refinements. They had sod the service to me with a promise of free refiements which includes digital 3d scan and xrays.They refuse to provide me the digital 3d scan, the xrays, and it has been 8 months that they did not provide me the refinements. I have been trying to reach to them and get it done but they don't resolve the issue.

  Business Response

  Date: 12/30/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer received their refinement treatment plan from their orthodontist on 12/15/22 but the customer hasn't approved the plan yet. The next step for this customer is to login into their customer portal and approve their treatment plan so that Candid can begin producing their custom aligners. Production and delivery takes roughly 2-3 weeks and we will begin this as soon as the customer has approved their plan. If the customer has further treatment concerns or questions we strongly encourage the customer to contact our support team at ************ or they can reach out via LiveChat from Monday-Saturday between the hours of 9am-7pm EST.

  Customer Answer

  Date: 01/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Hi,

  they are providing an incorrect response. The treatment plan they sent did not provide the solution to the problems I had, which I contacted their customer care team many times and explained. And since then there is still no reply from them. I have been trying to get these refinements since May 2022 and at this point I can rightfully claim that I am being kept on hold with no progress. And thus I claim a full refund for what I paid.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 02/16/2023

  At this time, a full refund is no longer an appropriate resolution. Candid contacted the customer on 2/14/23 to inform them that their treating orthodontist is working on a revision of their treatment plan. On 2/15/23, the customer received their new treatment plan but they haven't approved the plan yet. The next step is for the customer to approve the treatment plan so that Candid can begin producing their custom aligners. If the customer has additional questions or concerns about the plan, we strongly encourage them to contact our support team so that we can assist them in real time.

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The plan offered on 2/15 had no difference than the plan offered before. Therefore I can conclude that my requests are not being taken into consideration by Candid. I asked the customer service to change the orthodontist working on my case, since he did not solve the issues i have explained in the intake form for 3 times, since October. Candid has failed to provide a safe and healthy treatment plan for me.  They kept holding me for months and months and offered no solution. They do not care about the safety and health of their clients. Therefore, I demand a full refund.

  Thanks,  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:12/14/2022

  Type:Product 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.

  I was promised a set of refinements to fix the damage that the procedure caused. I ended up with gaps in my teeth that never existed before. Now they are not honoring the refinement period and I am requesting a full refund so I can go get my teeth fixed somewhere else!!

  Business Response

  Date: 12/23/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Since this complaint was submitted, Candid leadership has offered a full refund for this customer. Next steps for the customer to receive their refund have been outlined via email and the customer has responded in agreement with the next steps. We consider this complaint resolved as the customer will be refunded in full once all steps are completed. We appreciate the customer's patience and compliance.