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:12/06/2022

  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 a customer is 2019. Just before COVID hit I was due to use my last aligner but it did not properly fit and I could not put it in. I tried reaching out but could never get in contact with anyone. Because of COVID this whole situation fell off my radar. They never sent me a usable aligner to finish the job.

  Business Response

  Date: 12/19/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The customer started treatment in November 2018. They originally had 20 aligners in their treatment plan. Based upon our records they were scheduled to complete treatment in August, 2019. Candid customers have the option of requesting additional treatment with free refinement as long as they reach out within 60 days of completing their treatment. Our records indicate that this customer did not contact us within 60 days of completing their treatment, therefore, their treatment is considered to be complete and they are no longer eligible for additional treatment.

  Customer Answer

  Date: 12/22/2022

  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:

  The companies assessment that I did not contact them within the appropriate time frame is incorrect as the included files show email correspondence 

   
  

  Customer Answer

  Date: 01/24/2023

  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:

  I was unaware of any time limitations existing. However, the aligners were intended to be used in steps and the final step was improperly made and did not fit. This was a fab issue not a time limitation issue. Candid had agreed to work with me on this issue and then did not.

   

   

   

   

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

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

  Business Response

  Date: 02/24/2023

  As stated previously, the customer started treatment in November 2018 and is no longer eligible for additional treatment with refinement aligners. Our end of treatment policy has been attached to this response. They originally had 20 aligners in their treatment plan. Based upon our records they were scheduled to complete treatment in August, 2019. Candid customers have the option of requesting additional treatment with free refinement as long as they reach out within 60 days of completing their treatment. Our records indicate that this customer did not contact us within 60 days of completing their treatment, therefore, their treatment is considered to be complete and they are no longer eligible for additional treatment. Additional treatment is no longer an appropriate resolution and this decision is final.

• Initial Complaint

  Date:12/02/2022

  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.

  Started treatment **/21. Had no problems up until July 2022 when my back tooth cracked and I had to get a Crown. Let Candid know and request adjustment for the remainder of my 4 aligners. The top is fitting correctly (#**) but the bottom I had to go back to #9 because of the new Crown. I have been expecting revised aligners so I can finish out to treatment, but have been getting the run around from ***************** It took about 2 months for them to finally get the impression kit to me, sent it back, but they needed me to retake. Candid sent me a new kit, and informed me they still needed better impressions. I am still waiting for a impression kit and cant get anyone to connect with me. I have been wearing #** top and #9 bottom for over 5 months in hopes my teeth don't shift back. Just want to finish what I started, and get a permanent retainer/aligner so I can wear at night.

  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, a starter kit(impression kit) has been delivered to the address on file on 12/19/2022 with tracking number **********************. If the customer has not received this kit, we encourage them to reach out so we can send a new one. The photos have been received and approved by the treating orthodontist. We appreciate the customer's patience and look forward to receiving their new impressions so we can move forward.

• Initial Complaint

  Date:12/02/2022

  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 for Candid and was told it would include refinements if the initial treatment did not work. The initial treatment did not match what I was told would happen. I contacted the company about getting the refinement. I contacted them within the required 30 days. I was told I would receive information for how to upload new images. I did not. I contacted them again- I was told I would need to just send in pictures- which are extremely hard to take by myself. The pictures were sent later than 60 days after requesting refinements, so Candid denied my refinements. When I told them that the 60 day time frame had not been communicated to me and was not in my initial agreement, they stated that it was in an email with a specific date. I received no email from them with that information on that date. I let them know this and they were adamant that they were going to still deny my refinement request. One of the reasons I chose Candid was the ability for refinements. This company is extremely difficult to work with and I feel I didn't receive the benefit of our bargain because they made up rules that were not communicated to me or agreed to by me. I would like a refund.

  Business Response

  Date: 12/22/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The customer reached out via chat on July ******* requesting refinements. The process was explained to the customer via chat, and next step instructions were emailed to the same email address within the same contact ticket. The instructions advise the customer that they must submit all their materials within 60 days. The customer must have received this email, as the customer did fill out their intake form, which is provided via a link in the same email. The customer reached out again in October to check the status of their refinements, and Support advised again that Candid is missing diagnostic photos. The customer was sent the photo guide again but did not submit their photos within the 60 day timeframe outlined on the email, so their case for refinements expired. Because the case has expired, a refund or additional refinements are not an available resolution at this time. 

• Initial Complaint

  Date:11/30/2022

  Type:Billing 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 treatment plan with Candid ** on 03/02/2022 and completed all 16 aligners by 10/12/2022. However, at the end of treatment there was a noticeable unseat with my lower central incisors. I received emails and app notifications informing me of the 60 day limit to request additional treatment, such as realignment. Upon reaching out to customer service (via app and then phone) on 11/29/2022 - 48 days after treatment was completed - I was told about a policy that additional treatment was free only 30 days from treatment completion. After asking why this was not communicated to me in any way, the reply was you agreed to our company policies, which have recently changed. I am asking Candid ** to provide the realignment treatment free of charge (as the finished product of straight teeth I had been promised with my initial purchase of $1,800 was not granted with their product).

  Business Response

  Date: 12/14/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid customers are still eligible to receive free refinement as long as they contact us within 60 days of completing their original treatment. In this case, Candid has updated the customer's account to ensure that they can continue through the refinement process without paying for additional treatment. If the customer has further treatment related concerns we strongly encourage the customer to contact our support team via phone at ************ or they can reach out via LiveChat between the hours of 9am-7pm EST Monday-Saturday.

  Customer Answer

  Date: 12/16/2022

  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. I would like to publicly thank Candid *** for standing by their word regarding cost-free alignment within 60 days (per their email correspondence with me) and am likely to recommend Candid to friends and family. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

  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. We see that since the customer submitted their most recent ******************** response, they reached out to the Candid Support team. Candid Support was able to obtain a discount code to waive the fee for the refinements aligners. The treatment plan has been approved and the aligners are now in production. We appreciate the customer's patience throughout this process. The customer should allow 3-5 weeks from January 20, 2023 for production and shipping. If the customer has any additional questions, they are encouraged to reach out to Candid Support again at *************. We consider this complaint resolved as the customer's aligners are now in production and the fee was waived. Thank you!

  Customer Answer

  Date: 01/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their resolution is satisfactory to me and the matter has been resolved in a prompt and courteous manner. Thank you again to CANDID for their responsiveness! 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/29/2022

  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.

  I have been on my Candid treatment plan for a while. The entire time, I have had concerns about my First Premolar being moved to the position of my Second Premolar, which was extracted years ago. I first stopped my treatment upon advice from my dentist who didn't feel comfortable with the treatment plan from a restorative perspective. After getting a second opinion that confirmed what my dentist shared. I reached out to Candid to discuss my concerns.************** and **** met with me to discuss my concerns. They gave me the option to continue my treatment plan or a refund. I chose to continue with it. I have now moved to a new home and have a new dentist who, unpromptedly, shared the same concerns about my treatment plan. She tried reaching out to Candid to understand the treatment plan but has not heard back. As a result, I was advised to stop using Candid.Now having 2 other dentist (3 total) corroborate the findings of the first dentist, I would like to get a refund and stop my treatment. I have reached out to ************** and **** to process this but have not heard back yet.

  Business Response

  Date: 12/09/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Originally the customer had started treatment August ******** with a total of 16 aligner steps. Our records indicate that the customer most recently took a scan on July 29th, 2022 and were approved to move to step 12. The customer has not taken a scan since and we have not been able to track their progress. Candid strongly recommends that the customer contacts our support team at our phone number of ************ to help them continue treatment and resolve their concerns that they had raised.

• Initial Complaint

  Date:11/29/2022

  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 finished my candid treatment on 07/16/22 with a very incorrect occlusion, only my left premolars top and bottom are touching, my front teeth are so close together that they constantly hit each other when I chew.. I first advised Candid of this on 07/05 when they told me I needed to wear my last set of aligners longer after a month of wearing them, to which my answer was it is a waste of time to wear them longer as they are incorrect for my occlusion. But they insisted so I wore them anyway. 07/16, they inform me that my treatment is over to my biggest surprise as my occlusion is the worst it has ever been 07/17 I contact them asking for refinements, stating again my front teeth at risk of chipping, and only part of my mouth touching, this time confirmed by my new dentist. 07/30, they send me a kit to do my impressions; 07/04 I receive it but am on summer vacation 07/27 I send the pictures, 08/02 I send the impressions, 08/03 they receive them 09/27 I contact them to follow up and also add another concern, that my current aligners are showing signs of wear to where they will eventually break...10/19, I contact them again as I heard nothing from them, reminding them of the current dangerous state of my teeth. I was promised that my case would be accelerated, and that the orthodontist was designing my treatment.10/24, heard nothing so I contact them again, *** from the chat, promised that I would hear from my "orthodontist support" and I never did 11/03 I follow up by email, answering "Val", who had contacted me direct by email, and no answer 11/07 I contact them again, am extremely firm with them saying I have been more than patient, my teeth are at risk of chipping when I chew, and my muscles on each side of my jaws now hurt from my occlusion being uneven. I speak with a **** who promises me again an answer from support that can take a few days. And you guessed it, no one contacted me since.I want a full refund now, I am not interested in waiting any longer.

  Business Response

  Date: 12/22/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. We appreciate the customer's patience. Since this complaint was submitted, a full refund for the customer was approved by their treating orthodontist. The customer will need to follow the instructions to return their aligners with the pre-paid shipping label provided by Support in the email that was sent on 12/20/2022. Once aligners are returned and the Settlement and Release form is signed, the customer's full refund will be processed.

  Customer Answer

  Date: 01/27/2023

  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:11/23/2022

  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 did not render its services and falsely advertised its product. To be honest Candid has done a very poor job at rendering its services. I can see this company is built just to make a single one time profit and not actually do what its supposed to do. At every point in this process I can see candid trying to kick me off and not render any services. There is no personal interaction and no one will ever reach out. All candid ever says is in 60 days we will cancel your plan if you dont do what we say. At every point I tried to get candid the information they request. I finally finish the process with all my retainers and my teeth are still not straight . I waited more than a month to see if my teeth would eventually get straight on this last step and it didnt work. So I reach out to get support with another refinement and of course candid says sorry your account is deactivated from no response . Not once did anyone reach out . This is all fake. They are robots just scamming people out of their money. They do a refinement when you arent satisfied and send aligners that visibly still arent straight, they do this process over and over hoping you mess up to just scam you out of your money. They even admitted I didnt get the best aligners and my aligners broke a couple months in, and supposedly they will last a year . All I wanted was my teeth straight and candid couldnt do that. My dentist tells me I can still get my teeth straight and to try a different aligner because candid is non reputable . Well now I cant because my insurance only provides a one time service because its supposed to actually work . Candid needs to charge more for their services knowing they didnt calculate in enough profit. I want a refund. Services were not rendered and the process is horrible. Customer satisfaction is not their priority. If they can finish the job I wont need a refund.

  Business Response

  Date: 12/06/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer reports that they are unsatisfied with their end of treatment results. However, based on the refinements treatment plan and the monitoring scans on file, the customer has not finished their treatment plan, or has not submitted scans for several steps of the refinements 10-step treatment. Per Candid policy, non-compliance with the prescription may disqualify any customer from continuing with refinements. The customer's monitoring was automatically stopped and their account closed after a scan was reported over 70 days late. Candid customer accounts are closed if a customer is non-compliant with scanning and has not contacted Support within 90 days. Additionally, Candid's refund policy states that a refund is no longer available once the initial treatment plan is approved. The customer did not contact support from March 2022 to October 2022 and had not scanned since June 2022, so the account was closed and a refund is not an appropriate resolution at this time. Candid does have a satisfaction guarantee and works to address any and all customer concerns within a timely manner, provided the customer maintains contact with Support and is compliant with their prescription. In this case, treatment noncompliance disqualifies this customer from a refund or additional treatment.

• Initial Complaint

  Date:11/21/2022

  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.

  In about April my treatment was put on hold due to a request to see my dentist, which I did. But when this request was made by Candid, I was accidentally told my treatment was stopped and I would get a full refund. I reached out and they realized they did that by mistake. Gave me a $100 credit but never reinstated my treatment that I paid in full for! I reached out several times via chat, phone call etc and no one helped me. They all told me I can use my aligners without their help but didnt qualify for refinements. I want my refinements as I paid in full for straight teeth but no one could help me. This was such a horrible experience.

  Business Response

  Date: 12/04/2022

  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 1/30/22 and they originally had a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 22 hours for 14 days and then they are required to take a scan using Candid Monitoring so that their orthodontist can track their treatment progress remotely. On 4/28/22, the customer was advised by their treating orthodontist to visit their dentist due to the presence of calculus buildup and gingival inflammation. The customer was also advised to reach out to ********************** once they have visited their dentist so that we can update our records. In addition, Candid also sent an email on accident which advised that Candid would provide a full refund to the customer which caused confusion. After this email was sent, Candid explained that the email offering the refund was a mistake, however, we did still offer a partial refund of $100 due to the confusion this caused the customer. The customer did not contact ********************** again to report that they had visited their dentist until 10/7/22 and they also reported that they had finished their aligner treatment without taking scans using Candid Monitoring. This means that Candid was unable to track the customers progress during treatment between April-October. Since the customer did not take scans wearing steps ****, Candid was unable to ensure the best possible result for their treatment. In this case, Candid will defer to the customers orthodontist to determine if refinement is an appropriate resolution. Once we have an update, we will contact the customer via email to relay the next steps in their treatment.

  Customer Answer

  Date: 12/13/2022

  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:11/17/2022

  Type:Sales and Advertising 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 began treatment with Candid ** in July of 2021. I was excited about straightening my teeth and was **mpliant with treatment. I had 15 steps to **mplete and **mpleted the last tray around March 2022. Following treatment, I noticed that my bite was off and I was not able to **mpletely bite down on my back molars. I requested revisions for the issue. At which point I was sent 7 additional trays (*****). Once I reached tray 22 I began to reach out to the **mpany letting them know my bite is still off. I decided to see an orthodontist in person. As I suspected, I was told that I had issues with occlusion on my back molars. I have zero occlusion on the posterior molars which will cause gum inflammation and other issues in the future if not **rrected. Prior to candid treatment this was not an issue. I reached out to seek a refund since I will absolutely have to spend money **rrecting an issue caused by candid **s negligence. I was refused even a partial refund by the **mpany.

  Business Response

  Date: 12/01/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer began aligner treatment with ********************** on 6/27/21 and they originally had a total of ******************* their treatment plan. Candid customers have the option of requesting additional treatment with free refinement aligners if they are unhappy with their treatment results. In this case, the customer received an additional 7 aligners to further align their smile. The customer recently finished those 7 aligners and has experienced a posterior open bite where the back molars do not touch when biting down. A posterior open bite is a common occurrence at the end of treatment because the customer is used to wearing aligners 22 hours per day. Candid relayed these concerns to the customers treating orthodontist who has advised the customer to continue wearing their final aligner step at nighttime only for a minimum of 8 hours so that their bite can naturally settle. The wear schedule of 8 hours at nighttime will allow the customers teeth to heal and stabilize in their new position. Candid communicated these next steps to the customer on 11/3/22 via email. Since the customer has finished treatment and their orthodontist has advised them to wear the final step for a minimum of 8 hours, a refund is no longer an appropriate resolution for this customer. Our refund policy has been attached for reference. Candid strongly encourages the customer to contact our support team via phone at ************ or via LiveChat Mon-Sat from 9am-7pm EST so that we can assist them in real time if they have any further treatment questions or concerns.

  Customer Answer

  Date: 02/24/2023

  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 aligners have been worn nightly for at least 10 hours. This has not resolved the issue. Because of this, I now have to pay out of pocket to have the issue resolved. If this is a common issue it is candids responsibility to relay this information to their customers and allow customers to make an informed decision as to whether or not treatment with their company is worth trading one issues for another. Because this information was not properly relayed to me, I now must pay to have the issue resolved. Had I known this upfront, I would have went with a more reputable company and saved my money. I am asking for a refund to fund to cost of fixing the issue. I tried to give the company the benefit of the doubt and requested revisions which did not fix the issue at all. I also wear the retainer at night for a minimum of 8 hours and still no resolution. As I stated in my previous report, I have traded a cosmetic issue for a very serious issue that has resulted in serious issues for me. I cannot enjoy my food due to fear of choking due to not being able to chew properly. This issue will cost a minimum of **** dollars to fix. I am simply requesting a refund to go towards cost of an issue caused by this company. Please see attachments from my first report. I can provide additional documentation if necessary. 

   

   

   

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

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

  Customer Answer

  Date: 04/03/2023

  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]

   While I do appreciate the response, it is not a guarantee of payment. I called multiple times and explained this issue to the company. In response I was told that they would reach out to the orthodontist who treated me and see if he would approve a refund. The refund was denied. Please escalate this issue. I have provided documentation proving that my bite needs correction and I am still struggling to chew. I can provide additional documentation if necessary. I am only seeking a refund at this point. Please refund what was paid for treatment so that I can seek treatment elsewhere and have this issue corrected. 

   

   

   

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

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

  Business Response

  Date: 04/19/2023

  This customer's treating orthodontist has reviewed their end of treatment results and determined that they are not eligible for a refund. Posterior open bite where the back teeth do not touch when biting down is very common with adult orthodontic treatment. Our treating orthodontist advised the customer to vertically trim the aligner and wear them for 8 hours at nighttime to allow the customers teeth to heal and stabilize in their new position. Candid communicated these next steps to the customer on 11/3/22 via email but the customer has continued to request a refund. While we understand that the customer does not want to accept this response, we are required to defer to the customer's treating orthodontist for all clinical decisions and we have already relayed their orthodontist's instructions. In addition, the customer's complaint states that they were not informed that aligner treatment could change their bite, however, the original consent form that the customer signed prior to starting treatment with Candid states, "Problems *** occur in the jaw joints, i.e., temporo-mandibular joints (TMJ), causing pain,headaches or ear problems. Many factors can affect the health of the jaw joints, including past trauma (blows to the head or face), arthritis, hereditary tendency to jaw joint problems, excessive tooth grinding or clenching, poorly balanced bite, and many medical conditions. Jaw joint problems *** occur with or without orthodontic treatment. Any jaw joint symptoms, including pain, jaw popping or difficulty opening or closing, should be promptly reported to the orthodontist. Treatment by other medical or dental specialists *** be necessary". In addition, the consent form also states, "aligner therapy *** change your bite, or have other effects that *** require additional treatment". Both sections of the consent form mentioned above have been attached to this response along with the customer's signature. In this case, ********************** has deferred to the treating orthodontist and they have determined the customer is not eligible for a refund.

• Initial Complaint

  Date:11/04/2022

  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 have been working with Candid since 11/2021. The first set of trays they gave me seemed to work fine until step 5, when my lower aligner stopped fitting snugly to my teeth around LL1 and LR1. It did not seem to be a major issue with step 5 and Candid had information discussing that trays may not all fit exactly due to the nature of manufacture. At step 6 it was clear there was an issue that needed to be resolved. Contact with support and revision of the treatment plan was fairly easy, though slow on both our parts.After receiving the revised trays and starting treatment up again, I began to experience similar issues with the new set of trays around the same time as well as receiving feedback from my scans as to one of my teeth not moving as planned. I was moved forward on steps once or twice before I was told that I would need to stick in a tray. I contacted support on 10/05/2022 to discuss the pause in treatment as well as the ill-fit on the lower trays that I was again experiencing. The agent I chatted with was extremely dismissive and demeaning toward me expressing my issues with her so that she could accurately document them in my case. She told me at the end of our conversation that my Ortho would be the one to respond about any issues. A few days later I received an email from her that was a simple form email and discussed none of the issues nor did it give any feedback from the Ortho. I asked about the Ortho and received no further messages from her. I emailed again a few days later and asked to be transferred to someone else. I've now been able to receive information from the Ortho as well as submitted pictures of issues. That was 10/26/2022. That was the last time anyone from Candid has communicated with me. I've sent 4 emails with zero response, attempted 4 Live Chats in which I keep getting autobooted from, sat on hold for an hour and requested one call back in which I could barely hear the person. They said they would call back and never did.

  Business Response

  Date: 11/18/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid is currently working with this customer towards getting additional treatment with free refinement aligners. Our last email to the customer was on 11/16/22 where we provided a HIPAA release form so that the customer could submit new x-rays for their orthodontist to evaluate. The customer has already provided us with new diagnostic photos and we will continue to be in touch with the customer via email to assist them going forward to ensure that they have a safe and smooth journey through treatment.