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:11/02/2022

  Type:Delivery 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 purchased Candid Aligners (order Order ******) in August of 2021 and went through 16 weeks of treatment. Once the original treatment plan was over, Candid offers a refinement process for additional aligners if you were originally unsatisfied with the results. I opted into this refinement phase in May 2022 and on June 24 2022 via an email was told within 3-5 weeks I would have my aligners. It has now been 18 weeks since that email and I have contacted customer services each week since the original deadline has lapsed only to be told repeatedly the aligners are "on their way" or "in production" etc. Its been an egregious amount of time and after spending $2400 on this process I have zero confidence I am actually going to get what I paid for and will forever be prioritized and their customer service team cant give me any concrete detail at all. attaching an example of the basic, general, customer support - this level has been given every time I have called or emailed.

  Business Response

  Date: 11/16/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customers aligner kit originally shipped on 11/4/22, however, due to shipping delays with *** it took longer than expected to be delivered. The aligner kit was delivered to the customer on Tuesday, November 15th per tracking #****************** from ***. Since the customer already approved their treatment plan, a refund is no longer an acceptable resolution at this point. Candid is committed working with the customer toward their smile goals and if they have additional concerns about treatment we strongly encourage the customer to contact our Support team via phone at ************ or via LiveChat so that we can assist them in real time.

  Customer Answer

  Date: 11/17/2022

  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:

  This is despicable customer service. I spent another 2 hours on the phone with them last Tuesday fighting for any sense of understanding and go nowhere. 

  We are talking about health products, not menial items - waiting 7 months to receive something that has been communicated will take 4-6 weeks is unbelievable. Constantly pushing off responsibility and telling me to just wait "things are in production" is a refusal to hold up Candid's side of this agreement and arrangement. You do not get to just delay something by 5 months longer than you longest message and say "check our refund policy, tough luck".  

  What recourse does a consumer have when a company can just push you aside for months, as you await health related products to be delivered and kept in the dark with boiler plate responses from a customer service team who is trying to just get you off the phone and move on. If I had not called, emailed and messaged the 10 times that I did to get answers I would have not received any proactive communication. This is unacceptable for someone paying thousands of dollars for treatment.

  I don't know of any other business or service where you pay upfront, and then if there are significant problems in the delivery of the products and services the party impacted gets nothing in return. Also you have someone who has needed to resort to using the BBB for help to get treated fairly and you respond with a screenshot to a refund policy with ZERO consideration for what I went through. 

  A refund is the only way to correct this. 

   

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

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

  Business Response

  Date: 12/02/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer has already started wearing their new refinement aligners and they most recently took a scan wearing aligner step 17 on 11/30/22 and their orthodontist advised them to proceed to aligner step 18. In addition, this customer received a $200 refund due to the delay they experienced while waiting for their new aligner kit. The refund was processed on 11/4/22. A screenshot showing the refund in our system has been attached for reference. Since this customer has started treatment wearing their new aligners, Candid considers this complaint to be resolved.

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and after several hours of phone calls and very poor customer service (a $200 refund on a several thousand dollar expense with several months of delays) I don't and made it clear to them this was not satisfactory but they refused to do anything further.

   

  So the matter is resolved purely in the sense that I no longer have the time or energy to deal with this business and will never engage them again nor refer them to any one else.
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/31/2022

  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.

  ************ is a SCAM. The "orthodontist" has no connection with the treatment of individuals. I am on my 5th round of retainers, due to this company not listening to the concerns of the patient. Steps 1-7 of this stage have had a response from, they say, the orthodontist, that things are moving well and to continue. Now, the only respond I get is to stay on the same step over and over again and that I have to wear the retainers for at least 22 hours a day, and use the gummies 3-5 times per day. Well, I wear the retainers for 23 hours per day, and use the gummies for 4-5 hours per day. I have for the entire last two steps. The retainers have moved my teeth as much as they can. They fit the way that every other set have fit before I switch. Plus, my "orthodontist" is in ********** and last responded at 4:30am their time. This clearly is a scam. It is obvious that ************ wants to create an environment where they do not finish my teeth, and make an excuse that it's because I'm not following the orthodontists procedures. It is obvious that the "orthodontist" is not even the one responding. When I call to talk to someone on the phone, they just hang up on me, or refuse to call me back or get someone who can actually help me finish. The only response I ever get from these BBB complaints is "call us" to which it never gets resolved. ************ is a scam.

  Business Response

  Date: 11/15/2022

  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 11/30/2020 and they originally had a total of 16 aligner steps. Each aligner step is prescribed to be worn for 14 days for a minimum of 22 hours per day. Once the customer has worn the aligner for 14 days, they are required to take a scan with Candid Monitoring so that their treating orthodontist can track their progress during treatment. At the end of treatment, Candid customers have the option of requesting additional treatment with free refinement aligners if they are unhappy with their results. In this case, the customer has received 3 additional rounds of refinement and is currently on aligner step 44 of 44, which is their final aligner step of treatment. The customer claims that ********************** is a scam and that the orthodontist has no connection to treatment, however, that is not the case. Candid only works with licensed orthodontists in the US who are responsible for designing each treatment plan and reviewing customer's scans to ensure treatment is on track. In some cases, an orthodontist may request that a customer remain on a particular aligner step for additional time to ensure that all of the movement has occurred on that step. This customer has requested that ********************** change their orthodontist, however, that is not an acceptable resolution because Candid assigns each orthodontist based on the patient's consent state. The customer was informed of this via email on Nov 2nd, Nov 3rd, and on Nov 9th. If the customer has additional concerns about the end of treatment we strongly recommend that they contact our Support team via phone at ************ or via LiveChat from the Candid App so that we can assist them in real time. Our Support team is available Monday through Saturday from 9am to 7pm EST via phone or LiveChat.

  Customer Answer

  Date: 11/22/2022

  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:

  [Your Answer Here]

   The business refuses to listen to my complaint and has not addressed any of the concerns, including originally building a plan that would not work without causing severe damage to my teeth by trying to push a tooth that is larger than the space that their own created. And no information regarding an orthodontist that is allegedly in ********** checking scans at 4:30am. Their customer service refuses to be helpful and address any concerns. Their "managers" refuse to return a phone call. The only acceptable resolution is a new orthodontist. I have zero faith that this company will complete my treatment because they refuse to listen to a patient and are negligent in reviewing scans. I repeat, this company is a scam

   

   

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

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

• Initial Complaint

  Date:10/28/2022

  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.

  9/15/2021 Purchased aligners to be worn at home. Finished treatment on 8/26/22. Teeth were not straight, son according to Candid I had 60 days to contact them for "refinements". Contacted them same day they said treatment was finished. They asked for photos which I turned in 8/29/2022. I received a new impression kit on 8/31/2022. Returned it on 9/3/2022. Called on the 12th they said they had not received it yet. 9/19/2022 called for a new kit since I had not heard anything, This time they said they received it on 9/7/22, and was waiting on the response from the orthodontist. Contacted them again on 10/7/22. Was told it takes awhile and they were still reviewing and may take 1-3 weeks longer. Finally received email from Candid on 10/27/22 evening my photos were approved. Contacted Candid support again because my account online said I needed to because "my diagnostic records were out of date." Contacted support on 8/28/22, was told I had passed the "60 day limit" and they could not help me because it had been too long. I have several scripts of where I contacted Candid over and over my chat (that's the only way you can contact Candid support) where I was told they were still reviewing my case and to wait. Then I'm told they just received my photos at the 60 day limit and my time was up. I find that convenient. I want them to go ahead and do the refinements as promised. I have no complaints about the price or the treatment. I want them to complete the treatment and not leave me in the last aligner they sent me with no help. If I do not wear the promised retainer, my teeth will return and shift back to where they were before. I expect them to fulfill what they told me they would do. No refund, just finish the treatment. I have every emailed conversation from them in my mail, I have more conversations, I tried to upload only the important ones. As you can see by the dates and my conversation, I contacted them often and was assured the refinement process would be done.

  Business Response

  Date: 11/11/2022

  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 10/18/21 and they had a total of ******************* their treatment plan. At the end of treatment, Candid customers have the option of requesting additional treatment with free refinement aligners as long as they contact Candid within 60 days of finishing their treatment. In this case, the customer did contact ********************** within 60 days and they are still eligible for free refinement. Candid will contact the customer to ensure that they are able to proceed forward with the refinement process at no additional charge. 

  Customer Answer

  Date: 11/14/2022

  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,
  
  ***********************
  
  
  I will wait to be contacted by Candid, although I am dubious, I hope it will happen. They have not contacted me any other time they have said they would. Thank you. 
   
  
  

• Initial Complaint

  Date:10/27/2022

  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 a treatment plan for my upper left molar for over a year ( treatment was originally for 8 months). I am stuck on aligner #** since august 2nd and cannot move onto the next step because the aligners do not fit my teeth at all. I reached out to the company and the representative cannot reach the orthodontist because of the high volume. I chose this company because they promised that an orthodontist will directly oversee your plan. However, when you actually need to consult them, they are never available. I should have been on this aligner for two weeks but its been over 2 months now. The aligners have stretched out and will never fit my teeth. I reached out asking for a new treatment plan and they just tell me to wait. Ive been waiting for weeks now and they are never going to get back. I feel like this business does not care about their customers or their promises of actually following through on the treatment plan. I originally thought my treatment would be only 8 months and I have to hold off any dental treatments including fillings ************* which is a hazard to my health. I do not have a date on when my treatment will be completed and when I can go through with urgent, pending dental treatments. You cant make someone wait for 2 months on a step that should take two weeks. The aligners are cheap and warps easily just with daily use.

  Business Response

  Date: 11/10/2022

  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 9/9/2021. The customer originally had ************************* their treatment plan. At the end of treatment, Candid customers can request additional treatment with free refinement aligners if they are unhappy with their results. This customer requested refinement and received an additional 10 steps so that Candid could further align their teeth. 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 step for 14 days, they are required to take a scan with Candid Monitoring so that their treating orthodontist can track their progress. Once the treating orthodontist has reviewed the customer's scan, the customer will receive a notification within ***** hours from their orthodontist which will either indicate that the customer is able to proceed to the next aligner step or if they will need to remain on the same aligner step for additional time. In some cases, the treating orthodontist may determine that additional time is necessary on an aligner step to ensure that all of the intended movements have occurred. This customer was instructed to remain on aligner step 21 by their treating orthodontist on 9/15/2022 and they wore that step for a period of roughly 2 months to ensure that all intended movements have occurred. Our records indicate that the customer was instructed to proceed to step 22 on 11/9/2022 by their treating orthodontist. If the customer has additional concerns or questions Candid strongly encourages the customer to contact our Support team at ************ so that we can assist the customer in real time.

• Initial Complaint

  Date:10/26/2022

  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 sent in the initial impression in March 2018. I just had the crown put in on the left bottom first molar few weeks ago, have a dental implant on top right first molar and root canal on top left second molar. Made a full payment on 03/28/18 ($1,800.00) When I received the aligner and put it on the teeth, all the teeth were very sore. I was worried about my implant because that teeth was sore too. The crown on left bottom became sensitive to temperature. The initial treatment was completed at the end of Dec 2018 or beginning of Jan 2019. The teeth were still not straight. They decided to do the refinements per email dared 1/29/2019. My new impression was not approved until March 8 2019, treatment plan was given to me on 3/25, 2019. 11/10 2019, I was at the end of the refinement (30th), but I lost the retainer. I reached out to the customer service and paid $198.00 to have the last two set made (29th, 30th set). Teeth were still not straight and my crown's sensitivity got worse. There were lots of gap in between the implants tooth and next one. On 12/11 2019, I had the virtual appointment to redo the impression for another refinement. 12/17, 2019.The refinement was for 46 set of retainers. But they sent me only *****. 31st one was more crooked on my bottom teeth than the 30th one that I was using. I emailed on 3/29/20 and talked to an agent on 3/30/20. Still no additional retainers sent. In June 2020, the implant crown fell out. Got that fixed. Then the ***** broke off in a few months. They said because the height of the teeth were not correct. In Nov 2020, I requested the full refund because it caused In Jan 2021, I had the virtual meeting with a dentist from Candid. He persuaded me to do anther sets with 1/3 refund before approving full refund. The impression mold doesn't fit my teeth anymore so they could not approve it. I did not get any money back. My emails were not replied. Last email was sent 6/15/22. No reply so far. I am requesting FULL refund. $1,998.00

  Business Response

  Date: 11/09/2022

  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 3/29/18 and they originally had ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 22 hours for 14 days at a time. At the end of treatment, Candid customers can request additional treatment for free with new refinement aligners. This customer claims that the ********************** aligners caused their crown to come off during treatment, however, the customer's treating orthodontist reviewed the customer's x-ray files and treatment concerns and determined that there is no way to determine or ascribe that Candid aligners made a crown come off during treatment because implant crowns can come off simply due to regular stresses of chewing and eating. This customer had a scheduled video appointment with their treating orthodontist on 2/4/22 to discuss continuing treatment with Candid. The customer agreed to take new diagnostic materials to be evaluated for refinement. Candid also agreed to offer a partial refund in the amount of $633. According to our records, Candid has not received all of the diagnostic materials necessary to continue treatment at this time, however, since Candid did offer a partial refund, we will still honor that refund. A member of our Support team will contact the customer to process their partial refund and assist them with any further treatment concerns.

  Customer Answer

  Date: 11/12/2022

  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:

  I am not able to accept their settlement until I actually received the refund. I had to ask them where is the refund more than twice. Each time they took down my address. But the check never came. So I do not have a confident that they will actually send me the refund, even though their customer service person contact me, which they did not yet as of today
  

   

   

   

   

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

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

  Business Response

  Date: 11/25/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. We do apologize that the previously promised refund check did not arrive. For the customer's convenience, a member of our Patient Experience Team has sent a Direct Deposit form securely via Docusign so the customer may input their banking information for direct deposit and we can ensure this refund is completed. We look forward to receiving the completed form and continuing to assist the customer until the funds are received. We appreciate this customer's patience and they can expect an email from Docusign and from their designated Patient Experience Team liason today. 

• Initial Complaint

  Date:10/21/2022

  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 07/28/2020, I started an alignment treatment with Candid. I applied for credit and paid the entire balance a few months later to avoid paying interest. The treatment included ** retainers. It required me to provide regular scans through their app to monitor my progress. Aligners 1 through 8 went well and I could move to the next aligner on time, but after using aligner 9 as indicated, I started receiving automated notes asking me to remain in #9 (reports dated 02/**, 02/17, 02/22 in 2021). This is when I started noticing that the course of treatment was not producing significant changes in the alignment of my teeth, but I trusted Candid was aware and could help me. I moved to #** around 02/25/2021. Scan intervals changed from ** to ** days. I moved to #** around 03/**, and I continue receiving automated messages on 03/25, 03/30, 04/03, 04/07, 04/**, 04/**, and 04/26 until I lost my aligners and had to move on to #**. At this point, I had lost motivation to continue with the regular scans, as no significant changes were noticed in the alignment of my teeth, and I had been pretty regular with the continuation of my treatment. I moved to #** around 05/02/2021, to #** on 05/**, to #** on 09/**, and to #** around **/**. Since I had lost two times my aligner and was advised to move on to the next step, I moved to aligner #** when I lost my last one. Only 61% of scans were submitted on time (understandably, given my frustration with receiving only automated notes but most importantly the lack of progress in the alignment of my teeth), but I was pretty regular with my treatment. 0n 06/02/2022, I received one email indicating that I had to follow the prescription otherwise I would not qualify for free adjustment under their Guarantee. I did not send scans because my teeth were not aligned yet. I was hoping to do so after a few months. To my surprise, when I tried, Candid had closed my case, marked it as complete, and had not sent me any notification about this decision.

  Business Response

  Date: 11/04/2022

  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 11/13/2020. The customer originally had a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for 22 hours per day for a minimum of either 10 or 14 days depending on the treating orthodontist's prescription. The required number of days that the customer must wear each aligner step can be changed during treatment if the orthodontist believes that wearing the aligners for additional time is necessary. When the customer has worn each step for the recommended time, they are supposed to take a scan using Candid Monitoring so that their treating orthodontist is able to track their treatment progress remotely. Once the scan has been reviewed by the treating orthodontist, the customer will receive a notification, typically within ***** hours that instructs them to either remain on their current step for additional time or proceed to the next aligner step. Candid customers are not supposed to change aligner steps during treatment until they have taken a scan and received the notification from their orthodontist to proceed to the next step. In this case, the customer was instructed to remain on several aligner steps for additional time in order to ensure their teeth had completed all of the necessary movements. On 11/11/2021, the customer received a notification to proceed to step 15 and wear that aligner for 14 days before scanning again, however, the customer did not take another scan until 2/15/2022. Since the customer did not take a scan for 3 months, their orthodontist was unable to track their progress appropriately. On 2/15/2022 the treating orthodontist instructed the customer to remain on step 15 and scan again in 7 days, however, the customer did not take another scan until 6/1/2022 wearing step 16. On 6/2/2022, Candid Support contacted the customer via email to inform them that they should return to step 15 until their orthodontist advises them to move forward to step 16 and that if they do not follow their orthodontist's prescription, they might not be eligible for further refinement with additional aligners. The customer did not follow these instructions and did not contact Candid Support until 9/23/2022. The customer reported the following, "I stopped sending scans for several reasons: 1) got tired of the impersonal messages and constant request for scans without significant progress; 2) got sick, 3) transitioned jobs. I disabled the notifications but never received a follow up email indicating that my treatment was complete". In this case, since the customer did not follow their orthodontist's prescription, we were unable to properly track the customer's progress during treatment and we could not ensure the best clinical outcome for treatment. The consent form that the customer signed on 7/28/2020 states, "Treatment with aligners and/or whitening treatment is a process that involves both me and my treating provider, as well as all of the staff and technicians involved. I agree that I will reasonably cooperate with instructions given to me, including regarding such matters as when to change aligners; when to stop treatment; to provide follow up photos or other information as needed; and other matters. I also agree that if I am having issues I will contact my provider or Candid support at **************". The customer did not change aligners when instructed and therefore is not eligible for free refinement aligners under our End of Treatment Policy.

• Initial Complaint

  Date:10/19/2022

  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.

  Insurance ******************************* will not refile the insurance claim form to Delta Dental with the correct information. ************ that the Dentist/Orthodontist name and address do not match and is incorrect. They filed with the incorrect NPI number and was denied by Delta Dental. I have reached out to Candid ** on multiple occasions and they state that they will not refile the claim. I've asked for the correct information to be sent to me so I can file a claim and they will not do so. The refile has to be completed by 11/22/22 or the insurance reimbursement will be lost.

  Business Response

  Date: 11/01/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid contacted this customer on 10/21/22 to inform them that we have re-sent an updated *** form to the customer's insurance provider so that the claim can be processed correctly. Once the insurance company receives this new claim, it generally takes insurance providers about 20 total business days to process and come to a determination. Once the insurance provider has come to a determination on the claim, they will contact the customer directly via an Explanation of Benefits letter in the mail that outlines their decision, and it will also include information about any reimbursement funds. If the customer has further questions or concerns about their treatment with Candid, we strongly encourage them to reach out to our Support team via phone at ************ or via LiveChat between the hours of 9am-7pm EST Monday through Saturday.

• Initial Complaint

  Date:10/12/2022

  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.

  I signed my daughter up for the teen treatment in June 2021. Since she is a teen, she had to get her teeth scanned at a studio and not do the home impressions. We went to ****** to scan her teeth and were told we needed to come back in a week because she couldn't get the scan done if she needed a filling. I told them that I didn't think she would qualify because of all the crowding she had. When I was her age I needed to remove teeth before getting braces because my mouth wasn't big enough. They had me apply for an Affirm loan before she was approved for treatment. On 7/7/21 we received a 16 step, 8 month treatment plan, which had a perfect end result. On 7/25/21 we received her kit and started treatment. The teen kit was supposed to come with an extra retainer and didn't. In the beginning things were going well except for having to file down sharp aligners and having to repeat some steps and move on with a slight unseat. It took much longer than 8 months to get to the final step which she kept having to repeat. On 7/13/22 we received a message to cut the aligners and slowly reduce wear time to only at night to allow her teeth to settle for about 2 weeks and call them. When I called I was told that we would be sent an impression kit to start refinements, even though we were previously told that teens couldn't do impressions. All of the studios closed. Later i was sent an email that they weren't sending the kit because her teeth needed more time to settle and to keep scanning every two weeks. During these scans she kept getting messages saying that she skipped the step with the aligners but she didn't. Then her last scan on 9/26/22 they said her aligners were split or broken and to move on early. She didn't get the extra retainer so she cannot move on and hers are not broken just cut as instructed. The app now says that she completed treatment and they will not respond to my emails. Her dentist does not think that she should have ever even qualified.

  Business Response

  Date: 10/25/2022

  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 7/24/2021 and they had a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 22 hours per day for 14 days total. When the customer has worn the aligner for a total of 14 days, they are instructed to take a scan of their teeth using the Candid App so that their treating orthodontist can track their progress and determine if their teeth are ready to move to the next aligner step. At the end of treatment, Candid customers can receive one free retainer so that they can maintain the progress they've made, however, if they are unhappy with the results they can request refinement with additional aligners at no additional charge as well. If customers do receive refinement aligners, they will still get a free retainer once they complete treatment. In this case, the customer was instructed by their treating orthodontist to trim their last aligner step to allow their posterior bite to settle and then if further alignment is still needed after this, the customer can receive free refinement aligners to further improve their smile. This was prescribed by their treating orthodontist to ensure that the customer could bite down comfortably and that their posterior teeth would naturally touch when biting down. The customer was also instructed to continue taking scans every 2 weeks so that their orthodontist can monitor their posterior bite improvement. In this case, the Candid App stopped requesting scans from the customer every 2 weeks which has caused some confusion on how to proceed forward. Although the customer should still receive a free retainer, Candid would like to have their treating orthodontist determine next steps in treatment to ensure the best clinical results for the customer. Our Support team will reach out to the customer via phone and email as soon as we receive next steps from their treating orthodontist. If the orthodontist wants the customer to continue taking scans we will restart their Candid App, however, if the orthodontist wants the customer to be evaluated for refinement, we will contact the customer to explain next steps. We understand that this process has been frustrating for the customer, therefore, we will work to ensure that we address all of their treatment concerns as quickly as possible. The customer will receive a phone call and email with an update within the next 7 days explaining the next steps of treatment.

  Customer Answer

  Date: 10/28/2022

  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:

  [Your Answer Here]

   I have been reaching out for months and all responses are scripted and vague.  The last woman who responded after I reached out 4 times,  said she was going to call me on Monday and never did.  My daughter's pediatric dentist does not think that she ever should have been a candidate for this treatment with all of the crowding, she will probably need to have teeth removed in order for them to become straight.  She is going to a consult with a traditional orthodontist on November 1. I told Candid that this was my only concern at the start of treatment,  because I needed to get teeth removed when I had braces.  On top of nobody answering me when I reach out,  and the scripted responses the notes on her scans are always inaccurate.  They say the aligners are not in when they are and most recently that they were cracked or broken when they were not.  It doesn't seem like anyone even really looks at them. 

   

   

   

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

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

  Business Response

  Date: 04/14/2023

  Candid has reached out to the customer's treating orthodontist to relay their concerns and we have made the decision to offer a full refund to the customer since they will not be continuing aligner treatment with us. The customer originally chose to sign up for financing with Affirm and the original payment amount was $2,799. Since the customer signed up for financing with Affirm, we will need to refund them via direct deposit. The customer will receive an email from ********************** that explains the next steps in receiving their refund with Candid. The customer will also receive a direct deposit form and a settlement and release form that will release them from treatment and guarantee payment in the amount referenced above.

  Customer Answer

  Date: 04/19/2023

  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:10/03/2022

  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.

  In August 2021, my teenage son and I went into a dental store front after being approached to consider CANDID vs. Invisalign vs. traditional braces for his smile correction. We were able to discuss the options with the dental tech and we signed up for a loan, through Synchrony/Allegro Credit, and monthly payments to use Candid's services and products. Since that first day, the process has been unbelievable. We have had continuous app issues uploading images, in addition to customer service reps giving unlicensed medical advise. I have numerous documents of transcripted phone calls to CANDID that went in circles. There was never another actual physical office to go into to resolve the problems we were having or the ability to "consult" with a DDS. They were very mysterious and unethical as soon as we signed up for care. My son lost WEEKS of important correction time while we waited for his uploads to be received and given the "thumbs up" to move on to the next corrective liner; so many rejected scans and came to find out it was a glitch in the app?? I was verbally told by one of the CSR's that I should get a better phone to support the app. It has been an exhausting, unprofessional, unethical, time consuming journey that we would like to put behind us. My son will now need to see another orthodontist to correct painful gum issues that Candid caused. I am shocked this company is still in business. Please refund the money we have spent. A minor child shouldn't have to suffer like this. Thank you.

  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. This customer began aligner treatment with ********************** on 9/26/21. The customer originally had a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for 14 days for a minimum of 22 hours per day. Once the customer has worn the aligner for 14 days, they are required to take a scan using Candid Monitoring so that their treating orthodontist can track their progress through treatment and determine if the customer is ready to change to the next aligner step. This customer states that they had difficulty taking scans and that caused delays in their treatment. Our records indicate that the customer only took scans for aligner steps 1 through 14. In addition, they did not scan every 14 days, instead they scanned on step 11 on 3/19/22 and did not take scan wearing step 12 until 5/4/22. The customer did not scan on step 13 until 7/25/22 and then they scanned on step 14 on 8/15/22. The customer did not take scans wearing steps 15 and 16 at all, however, the customer contacted our Support team on 9/28/22 to state that they finished aligner treatment despite only having scans for steps ****. Candid customers have the option of requesting free refinement aligners at the end of treatment if they are not satisfied with their results. Candid would be happy to continue working with this customer toward further treatment for free, however, a refund is not an appropriate resolution at this time. Our refund policy states that once a customer accepts their treatment plan, we will begin producing their custom aligners and a refund will no longer be available.

  Customer Answer

  Date: 11/18/2022

  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:

  This entire response from the company is absolutely fabricated. The customer is my son; a 16 year old MINOR. I called numerous times and have many pages of conversation transcripts to prove this information and that no one could help us. Would you like me to send all of it directly to you? I take issue with your incorrect timeline and incorrect story. We would never work with your company again. We have been working directly with the ************ for a complete investigation going forward. The truth will be revealed. No one has made any attempt to reach out in any way at all and I'm just floored and shocked with the response you gave. Your company is terrible. Shame on all of you. We will now have to consult with a private lawyer and see what the dental board can help us figure out as well. 

   

   

   

   

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

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

  Business Response

  Date: 03/03/2023

  Candid is committed to working with the customer towards free additional treatment if they are still interested, however, a refund is still not an appropriate resolution. Candid will happily work with the ************************** to show that the standard of care was followed for this customer.

  Customer Answer

  Date: 04/20/2023

  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:

  Candid continues to to be careless in their actions with my MINOR son and stand by their care. We will let the dental board and actual ETHICAL dental professionals decide what the next medical steps will be. If they continue to be dismissive in their treatment of *****, I will have to take my concerns to the next legal level. Thank you. 

   

  *****************************

   

   

   

   

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

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

• Initial Complaint

  Date:09/20/2022

  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.

  -The refund policy is not clear.-Additional fees were requested - **************** refuse to escalate matter.-******* one of the customer service reps said she did not have a supervisor for customer to talk to. They acted as a team.

  Business Response

  Date: 09/22/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The customer has requested free refinements. After a final scan is completed in Candid Monitoring, Candid offers a 60-day period to allow the teeth to settle and for the customer to adjust to their new smile. If their smile does not feel right during that period, they are welcome to contact Candid to discuss possible options for additional treatment with the cost waived if additional refinements treatment is needed. Candid's policy previously was that the customer would need to reach out within 30 days. The customer's final step 14 scans were uploaded for review in Candid Monitoring on November 29, 2021. The customer was also sent a notification in the CandidMonitoring app advising them to reach out within 30 days if they had any concerns post-treatment (the deadline policy at the time they ended treatment was 30 days). The customer did not reach out until May 19, 2022 to start the refinement process which is well past the current 60 day review deadline and previous 30 day review deadline policy to remain in free refinement status. Since the refinements review was started 6 months after treatment was completed, the rate for refinements will be $400.00. This is the final determination based on Candid's policy and the decision of the treating orthodontist. The case was escalated for leadership to review, however leadership has advised that the policy is firm. 

  Customer Answer

  Date: 09/23/2022

  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:

  [Your Answer Here]

   Candid's practices are deceptive. Let it be known that the $400 they charge is not compliant with their 100% satisfaction guarantee they sell to potential customers. They say one thing, they do something else through documents they have patients signed because they know most people are excited and not look at the deception.

   

   

   

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

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

  Business Response

  Date: 12/20/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer has stated that ********************** offers a 100% satisfaction guarantee, however, we cannot guarantee orthodontic treatment results. Candid customers are able to request free refinement at the end of their treatment as long as they reach out within 60 days of completing treatment. The customer's final step 14 scans were uploaded for review in Candid Monitoring on November 29, 2021. The customer was also sent a notification in the CandidMonitoring app advising them to reach out if they had any concerns post-treatment (the deadline policy at the time they ended treatment was 30 days). The customer did not reach out until May 19, 2022 to start the refinement process which is well past the current 60 day review deadline and previous 30 day review deadline policy to remain in free refinement status. Since the refinements review was started 6 months after treatment was completed, the rate for refinements will be $400.00. This is the final determination based on Candid's policy and the decision of the treating orthodontist. The case was escalated for leadership to review, however leadership has advised that the policy will not change. A copy of our refund policy and end of treatment policy have been attached for reference.