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:09/09/2022

  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 purchased a Candid treatment plan in February of 2020 and was seeing decent progress with my teeth alignment, However, I still had a cross bite-which is why I purchased their program to begin with. I went through my initial treatment plan and was not satisfied with the alignment of my teeth, so I was offered refinements- which still left me with a lower canine cross bite. I called the company and was told that it sometimes takes multiple refinements to get your teeth where youd want them. So, they sent me another impression kit to do and send in. Shortly thereafter, I developed an issue with one of my molars that was root canaled 30 years prior and had to have another root canal due to an infection. Unfortunately, one week later, I broke my shoulder and was taking pain medication that kept me from feeling that my root canal had failed. I called Candid and placed my treatment on hold until I could address the serious infection I had formed. I ultimately had to have my tooth removed, and had a bone graft so that I could eventually have an implant. I now need a sinus lift, and my dentist suggested that I finish my candid treatment while I had ample space for moving my teeth, so I chatted and called Candid customer care. I have been told that even though my treatment was deferred and it was on file as such, their company policy has changed and they will not allow me to continue with treatment. When I asked to talk with their escalation team, they would not pass me on to anyone, nor would they allow me to talk with anyone in a managerial position. The *** just kept saying that I had 60 days to make refinements and that Im not longer eligible to any additional adjustments- even though my treatment was placed in hold due to a serious dental issue. All I want is to finish fixing my teeth.

  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 did indeed reach out on April 24, 2021 to report they would need a root canal on May 5, 2021 and that they would not be able to submit their new photos and impressions for refinements until the root canal was complete. Candid advised this is okay and the customer would need to submit new materials after the root canal. Candid did not receive any new materials or any communication from the customer again until September 2022. Since Candid was unaware of the other health issues the customer was facing and did not receive any new materials or communication after the customer's root canal as expected, the case has been closed. The customer is no longer eligible for refinements due to the elapsed time, per Candid's policy.

• Initial Complaint

  Date:08/30/2022

  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 $**00 in **21 and I start the treatment 25 August **21, More than 1 year ago (they said 7 months) I spent more than 60 days using the #** aligner waiting the orthodontist could check my case because after use them 1 month they were very loose in my mouthand I could remove the #** aligners with my tongue. HE NEVER ANSWERED ME. I complain several times for his lack of response and I asked them to change orthodontist because he was not professional. Now I have been using the #** aligners for almost 6 weeks, these aligners are hurting me because they have a defective protruding edge.I sent photos and asked for new ones, after a long time they sent a new worse #**aligners that did not fit in my mouth. I have been claiming for 2 weeks with calls and 9 emails to the Patient Experience Team for further assistance and no one responds. I need a solution. Im using this aligners 23 hours a day with pain! In addition, I also complained that my LL1 tooth does not move nor does it have a place to do so. I sent photos twice asking for a response from the orthodontist and I did not receive any response and days go by and my imy crooked tooth LL1 is more noticeable than before!I paid $**00 (Order #******) to start a 7 month treatment plan. I asked for a full refund of my good hard earned money so I can get my teeth fixed with another company that cares about their customers. customer service says that **********************'s refund policy states that a refund is no longer an option once the initial treatment plan is approved, so a refund is not an appropriate resolution at this time. I PAID FOR CARE AND SERVICE AND I DON'T GET WHAT I PAID FOR. Should I start a lawsuit against Candid for fraud or maybe create a website where all the scammed customers can show how this company acts since it only wants the money and does not fulfill what it promises? Surely no one would hire the service after knowing the truth!!!!!

  Business Response

  Date: 09/13/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer received their custom aligner kit on 6/**/21 per tracking #******************, however, the customer did not start aligner treatment with Candid until 9/6/2021. The customer is currently on their final aligner step ** of ** at this time and is unhappy with their end of treatment results. Our prescription requires patients to take routine scans wearing their aligners every 14 days so that their treating orthodontist can track their progress on each step. After a scan is submitted, the customer will receive a notification with feedback from their orthodontist advising whether or not their teeth are ready to move to the next aligner step. It is not uncommon for a customer to spend extra time on a specific aligner step if the orthodontist believes that the extra time is necessary to achieve tooth movement. This customer was asked to spend additional time on aligner steps #**, #**, #**, and #** in order to achieve the best clinical outcome. The customer also reported that one of their aligners was protruding and causing discomfort so we provided a free replacement which they also reported did not fit well. In this case, since the customer has finished their treatment plan but is not satisfied with their end of treatment results, we have a process where we can evaluate them for new better fitting refinement aligners to address any areas that did not move as intended during the treatment at no extra charge. The new refinement aligners will fit the customer better because we will be using new diagnostic photos and impressions. Candid communicated the next steps to the customer via email on 8/30/22 and we wish to move forward with evaluating the customer for new refinement aligners at no charge. If the customer does not wish to proceed with refinement, we are willing to offer a full refund in the amount of $2,400 as a courtesy so that the customer can continue their aligner treatment with a local provider instead. We recommend the customer contact our Support team at ************ or reach out via LiveChat to let us know how they would like to proceed at this point.

  Customer Answer

  Date: 09/20/2022

  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]

   Untill today 20 of September 2022 I didnt received the aligners #** I am asking for almost 2 months. I accepted the refinement treatmemt and I want to ser if Candid can complete the treatment before ***** my complain

  thank you so much BBB for your help with my case

   

   

   

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

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

  Business Response

  Date: 10/03/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid spoke to this customer on 9/15/22 and agreed to order a replacement of their step 16 aligners prior to evaluating them for a refinement. The customer received this new step 16 on 9/26/22 per tracking #******************. Candid is committed to working with this customer toward their smile goals and we strongly encourage them to contact our Support team at ************ so that we can continue to assist them further.

  Customer Answer

  Date: 12/13/2023

  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:

  the refund of my money, plus the cost of repairing the damage they inflicted on my bite with a professional and reputable dentist. 

   

   

   

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

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

• Initial Complaint

  Date:08/30/2022

  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 signed up for their product to straighten my teeth. I followed the directions. However, numerous times when it was time to switch aligners, the new aligners did not fit. They were too big and would not stay in my mouth. It was like the aligners were larger than the last set. When reported to the company, they may an extremely long process of acknowledging the issue. This happened 3 times and the last time I did not receive a response. The follow up form the company is poor.

  Business Response

  Date: 09/12/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer contacted our Support team on 5/5/21 to request additional refinement aligners because they were at the end of their current treatment plan and the final aligner did not fit properly. Our support team requested new diagnostic photos from the customer which we received on 5/24/21. After evaluating the photos, it was determined that 6 of the 13 photos the customer provided did not meet our quality standards for diagnostic photos, therefore, on 5/29/21, we asked the customer to retake 6 photos using a photo guide we provided to them so that their orthodontist would be able to evaluate their treatment progress. The customer did not respond to our request for additional photos so we could not proceed with evaluating them for refinement aligners. Part of the consent form the customer signed states, "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 **************". In this case, the customer did not provide all of the diagnostic photos required and they did not respond to our email requesting new photos. Since it has been 15 months since the customer last contacted our Support team, they are no longer eligible for additional refinement aligners and we consider their treatment to be completed. If the customer has further questions or concerns we recommend they contact our Support team for further assistance.

  Customer Answer

  Date: 09/13/2022

  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 company was contacted several times after May for follow up.  The chat feature was used numerous times which required a great amount of time to get a response.  Also, when pics were sent in, they would says the pics would not work and they needed additional pics.  This appeared to be some type of maneuver to delay the correction of alignment devices.  The whole process was ineffective and consumers need to warned of this company and their practices.   

   

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

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

  Business Response

  Date: 03/28/2023

  As stated in our previous response, our records indicate that the last time this customer contacted our Support team was on May 24, 2021 when they provided diagnostic photos for refinement evaluation. The customer has stated that they did not receive a response from Candid after sending those photos, however, we have attached the email that our Support team sent to the customer on May 29th, 2021 to show that the customer was instructed to retake 6 additional photos from home for treatment planning. Since the customer did not respond to our request for photos and did not reach out after May 24, 2021, we consider their treatment to be complete. A full refund is no longer an appropriate resolution for this customer because they did not respond to our request for diagnostics which were necessary to continue their treatment. The consent form that the customer signed on 8/24/2020 when they first signed up for Candid states, "I agree I will reasonably cooperate with instructions given to me, including such matters as when to change aligners, when to stop treatment, to provide follow up photos or other information as needed". This section of the consent form has been attached and we have also included the entire consent form that was signed by the customer. In this case, the customer did not provide the photos needed to continue their treatment and they have not reached out since 2021. This is our final decision regarding this case and we will not be continuing or refunding this customers treatment as it is considered complete.

  Customer Answer

  Date: 04/07/2023

  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:

  The company was sent information regarding their poor fiitimg aligners through phone calls and their chat box numerous times .Most of the time, they would not respond.  When they did, they requested pics of the aligners and their fit in my mouth.  When I would not receive a response in an appropriate time period, I would reach out again, only to get another response that they did not receive the information.  

   

   

   

   

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

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

• Initial Complaint

  Date:08/30/2022

  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 treatment on September of 2021 after accepting a treatment plan. It was supposed to last approximately 8 months with 16 trays. Paid $2000 after a promo. On Feb 7th 2022 on Tray 11 I reported an small difference on the way that the new tray fitted, was not fitting right and had a little bend when force to go down, only the lower tray. The upper was fine. They just told me to use more chewies and the aligner were fine On February 21 2022 I reached back again as I noticed a significant gap between my upper and lower molars. I was told to continue treatment and if it did not fixed itself, refinements would be provided. On April 22, 2022 I reached out as I was entering to the last aligner. It was obvious that the result projected was not going to be achieved by far and several teeth were still out of place regarless of the fitting of the aligner. They suggested to start the process for refinements but I needed to finish the last scan.They stopped the monitoring because the orthodontist recommended refinements. I received the impression kit. On May 31st , 2022 I got an email that refinements had been approved using the photos that I had provided. On June 9th, 2022I was told the they will need some additional upper impressions in order to complete the plan. On June 29th 2022, They were working on the refinements. On august 2nd, 2022 The orthodontist had just started the review process on July 20th.On August 23rd, 2022 I requested a refund to contribute the money to the likely expensive fix as treatment was incomplete and neglected by Candid by no providing the promised refinements.On August 29th 2022 They offered 50%, as they believe the discomfort of different gap between my molars and my still misaligned teeth is an improvement. In order to get the refund I will have to send them all the materials and then sign a settlement and release to clear them to any potential fault. it will cost way more money at this point to fix the issues.

  Business Response

  Date: 09/12/2022

  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 and understand the frustration caused by the delays they have experienced in their refinements process. We see that new impressions were needed in order for the treating orthodontist to evaluate the customer for refinements, as the impressions submitted did not fully capture the rear molars. However we see that additional impressions were submitted already, and these have been passed along for the orthodontist review and treatment planning. A new treatment plan should be available for the customer to view very soon, as the treatment plan is just awaiting the orthodontist's approval. Candid will continue to work with the customer and orthodontist until a treatment plan is available, and a Support agent will be reaching out to the customer for assistance. The customer may then choose if they want to continue with their refinements treatment plan, or accept a 50% refund to go towards additional orthodontic treatment with another provider. We hope to get this customer's treatment back on track with refinements. Since Candid's refund policy states a refund is no longer available once the initial treatment plan has been approved, a full refund is not an appropriate resolution at this time. However, we look forward to rectifying the situation and getting the customer back on track with treatment or refunding 50% as a courtesy for the delays experienced. 

  Customer Answer

  Date: 09/16/2022

  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:

  Nobody from Candid has reached out as they claimed they would do

  There is no new treatment/refinements to address the non completed original treatment as proposed at the beginning of the agreement despite being more than 3 months since the submission of the second set of impressions were shipped 

  Since there is no communication, it is unknown if the issue about uneven (left vs right) separation of the upper and lower mollars will be addressed.Difficulty to eat certain food that used not to be a problems

  Requested a full refund as the issues have not had the outcome that candid originally presented, I have been patiently waiting but the concern about my own health have priority, the lack of communication and fail to deliver on their own promises indicates lack of reliability. 

  I have the need to try to a mode that traditionally help and probably would have taken it if candid had been upfront of their capacity  to deliver what they said was achievable  with their technique. 

  I will need more work to be healthy as aparently candid model might seemed a waste of time and money.

  Either address and fix all the issues that your treatment might have cause or return the money in full as I cannot regain the time back.

  Thank you  

  
  

  
  

   

   

   

   

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

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

  Business Response

  Date: 12/20/2022

  After discussing this customers treatment concerns with their treating orthodontist, Candid has agreed to refund this customer so that they can finish their orthodontic treatment with a local provider. We will continue working with the customer to end their treatment and process their refund. 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 with any further treatment concerns in real time. Since Candid is refunding the customer, we consider this complaint to be resolved.

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, while not *********** is satisfactory to me and the matter has been resolved as long they fulfill their obligation. 
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service 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.

  Im having a hard time getting a hold of this company. It says the hours of the live chat but nobody is there. I have tried getting a hold of them multiple times now regarding my aligners not fitting right and the fact that I only have one left and my teeth are still really messed up on the bottom. I have had it. The Support email now says its not monitored anymore. I cant get a hold of anyone

  Business Response

  Date: 08/31/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer reached out via live chat on August 16, 2022 and an agent did connect, but the customer had left the chat prior to having a conversation. We encourage the customer to try calling Support at ************* or try live chatting again, keeping in mind the afternoons tend to have longer wait times. The customer can also request a callback if there will be a wait when they call in, and an agent will call them back when it is the customer's turn in line. We look forward to resolving the customer's concerns and connecting with them.
  

  Customer Answer

  Date: 09/06/2022

  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]

   So, I tell you I am having a hard time getting a hold of someone and you tell me to try again? No! how about you all call ME?!?! ************. I did not disconncet. Your system did and always does. I also did another scan today and it told me to stay in the same aligner...the BROKEN aligner. It cracked by the tooth that needs to move. Staying in a brokern aligner for yet another 2 weeks (it has been 4 already) is not helping. I need help and you all are failing me! 

   

   

   

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

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

  Business Response

  Date: 12/20/2022

  Candid has relayed the customers treatment concerns to their treating orthodontist and we have decided to offer the customer a full refund. ********************** communicated this decision via email on 12/5/22. The customer was provided with a pre-paid return label to return their medical device. ********************** received their medical device on 12/10/22. The next step will be for the customer to sign a release form that will end their treatment and allow Candid to process their refund. Since Candid has decided to refund the customer, we consider this complaint to be resolved.

  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.

   

   

  They have since taken care of this
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/24/2022

  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 with Candid summer 2021 by October 2021 I was having issues with my left jaw locking. I told the online app that I was hurting and having a problem. No one responded to my complaint. It got so bad and hurtful that I went to Dr ********************* DDS *** Therapy. $259. for consultation and had images taken of my mouth/jaw. 4 images are uploaded. ************** gave me the option to have an mouth apparatus made at the cost of $4735.00 to try and correct the problem caused by the Candid Aligners. He told me that I never should have started those with this company without a full exam and xrays. They were not proper for my mouth, causing ***. Oct. 7, 2021 I corresponded with ****** at the Candid 800# Ticket #*****. I sent Dr. reports and emailed what I had telling the Candid was my problem. I was denied any help. Candid was eager to help when they wanted my business. Issues with the product, denied and didn't respond to my initial complaint that my jaw was locking. I went my dentist of 15 years and she was not happy with what was happening. ******************************* DDS referred me to ************** **** Ortho. I have also seen Dr. ********************** Chiropractor to adjust my jaw and acupuncture to releave the pain and help the jaw release. I am now wearing $6K worth of Invisiligns from ************** to hopefully open my jaw up so that it can move properly, help the discomfort and correct the *** so I can open my jaw. I am paying $2,400. to Candid each month at $79. per payment to ********************** I still owe $1,300.+ I am a single woman, 63 years old next month doing the best I can to do the right thing. I want Candid to do the right thing. I am asking for a refund of the amount I have paid and for them to forgive the amount owed to Syncrony acct. # ********. I have my box of Candid aligners and dental monitoring kit I would like to return. Candid did not listen to my complaint when I said my jaw is locking and they didn't understand my mouth enough to correct my teeth

  Business Response

  Date: 08/31/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid was in touch with this customer and their treating orthodontist in October regarding their jaw issues. Candid's refund policy states that a refund is no longer available once the treatment plan is approved. However, due to the customer's circumstances, a 50% refund was approved by the treating orthodontist, provided the customer returns their aligners and signs a Settlement and Release form to terminate their treatment. The customer advised that 50% is not acceptable, but the treating orthodontist maintained that there is no correlation between orthodontic treatment and TMD. The customer advised on November 16, 2021 that their attorney would be in contact, but Candid has not received any communication from the customer's attorney. Additionally, the consent forms signed by the customer prior to treatment indicate the risks of orthodontic treatment, and that occasionally dental work or other intervention may be necessary throughout treatment. Candid would be happy to continue the refund process for the 50% refund as previously discussed, provided the customer returns their aligners and signs a Settlement and Release form. The customer may reach out to Support to be connected with the Patient Experience Team agent who was assisting them previously in order to get the process started. 

• Initial Complaint

  Date:08/17/2022

  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 completed my 20 step aligner treatment with Candid and used the last one as a retainer. When replacing the retainer the new ones did not fit properly, causing teeth to shift. Now Im in a constant struggle of wearing the retainers all day rather than only 8 hours while I sleep.I have suggested Candid to friends and family during my treatment but this is causing me to revoke the suggestion.*** contacted Candid in ***** was assured by a support specialist that i was to get a response from the an orthodontist. I did not get a response from an orthodontist or doctor. Contacted again a month later. Same thing. Then again via support chat 1-2 weeks after, still did not get a response. Teeth are shifting back, feeling loose, and the retainers do not fit properly and are wearing out. Ive provided photos two times. All I want is to get scanned for new, properly fitting, retainers or else I would need to start a new treatment! This was a costly investment and I do not want to be pushed into paying into something that could get resolved with proper customer care and warranty.

  Business Response

  Date: 08/30/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer is currently in the process of being evaluated for new refinement aligners. On 8/23/22 the customer provided new diagnostic photos which were approved by their treating orthodontist on 8/26/22. The next step will be for the customer to complete new impressions using the kit that arrived on 8/26/22 per tracking #********************** so that we can design new aligners for them. Candid will continue working with the customer and their treating orthodontist to ensure they receive the best clinical results.

  Customer Answer

  Date: 09/09/2022

  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:08/17/2022

  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.

  Got aligners Nov '21. Everything good until aligner 10. That was the first time I was told it wasn't tracking correctly. Left lateral incisor was not touching the aligner. The two teeth around it were touching the aligner and the middle tooth was not so there was no way to push it in without chipping my teeth or rupturing the aligners. I kept following instructions. Step 10 the unseat was bigger but i got a go. Step 11 the unseat was bigger, got a no-go. Step 12 the unseat was even bigger but they gave me a go. Step 13 the unseat was bigger however I could not continue to ignore this. At this point my other teeth were still moving except for the one with the unseat. This caused my left incisor (big front tooth) to start being pulled down in one corner because of the pressure in that area. I contacted candid and they told me to keep going and ask for refinements at the end. I explained that every step was causing damage to that tooth and that it wasn't moving according to the plan because the aligners were molded wrong. I knew this because the plan pictures did not match the actual aligners at that step. It was impossible for the tooth to touch the aligner. They told me to keep using the chewies. I sent them pictures & multiple pictures explaining & begging not to make me keep damaging my teeth and to approve refinements. They finally consented and sent me an impression kit. I contacted them and told them the impressions kit was too short and did not cover my full teeth. They said do it anyway. They rejected impressions for same reason I said. They sent a new one and rejected it for being too shallow even though I made sure to capture my gum line. I am still waiting for new impression and now they say they have supply issues and don't know when they can get them. Asked for a refund they refuse. They have delayed this treatment about 3-4 months now, they did not make the alginers properly, but wanted all the money up front. If they do not refund i will contact bar.

  Business Response

  Date: 08/30/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer is currently being evaluated for new refinement aligners and has already provided us with diagnostic photos which were approved by their treating orthodontist on 8/2/22. The customer is unable to take at-home impressions, therefore, we have agreed to allow the customer to provide *** scan files from their local provider in order to design new aligners. Candid will reimburse the customer up to $250 for the cost of the *** scans and we have asked the customer to provide a statement from their provider showing the cost. Candid will continue working with the customer and treating orthodontist to ensure the best clinical results going forward.

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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 using clear aligners by Candid to help straighten my teeth. After a few scans of the current aligners I am using I had a concern that one tooth, the UL2, was not moving and wanted to speak with my orthodontist to get their professional opinion and if other options may need to be considered.On 7/11/22 I contacted Candid's customer support and explained my concerns. The representative said they would put in a request for my orthodontist to get back to me. A week goes by with no word. On 7/18/22 I contact the customer service again and they said they would reach out to the orthodontist to get back to me. Again, no updates or correspondence from my orthodontist so on 7/22/22 I contact the customer service team and they acknowledged my frustration and said they would expedite my request. I contacted the customer service team again on 7/30/22 and on 8/9/22.Each time I have contact the costumer service team they have submitted a request for my orthodontist who has yet to respond in any manner. Candid's customer service team has been excellent, but my orthodontist embodies unprofessionalism and makes me question the legitimacy of this company and their ethics as a business.

  Business Response

  Date: 08/23/2022

  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 7/14/21 and is currently on step 14 of 16. Our prescription requires patients to take routine scans wearing their aligners every 14 days so that their treating orthodontist can track their progress on each step. After a scan is submitted, the customer will receive a notification with feedback from their orthodontist advising whether or not their teeth are ready to move to the next aligner step. In this case, the customer has been instructed to remain on step 14 for additional time due to noticeable unseats on **********, and UL5. The customer was previously instructed to remain on previous aligner steps 5, 6, 7, 9, 12, and 13 as well. It is not uncommon for a customer to spend extra time on a specific aligner step if the orthodontist believes that the extra time is necessary. Candid will continue working with the customer and their treating orthodontist going forward to ensure the best clinical results. Candid will also reach out to our support orthodontist in order to receive a 2nd opinion about the customers treatment progress on step 14 of 16 and we will relay any clinical next steps to the customer through our support team.

  Customer Answer

  Date: 08/24/2022

  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:

  Attached is my most recent response from the company. My original concerns to my orthodontist inquired about the movement of my teeth and efficiency of my aligners. Any response I have received after sending a scan has been identical to the attached and gives no acknowledgement to my original questions and concerns.

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

  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. This customer received an update with the next steps from their treating orthodontist on 8/28/22 which instructed the customer to, "proceed forward to your next stage of aligners (step 15). A minimum of a 21 day wear schedule is necessary for the final two aligner stages. Your next scan date has been set for September 18th. For best results, 22 hr/day wear and vigorous use of chewies is necessary. If you are not satisfied after completing the last aligner, a revision may be needed. Please feel free to reach out to our support team in order to be evaluated for refinement at that time". The customer did follow these instructions and they are now on aligner step 15 of 16 at this time. They took a scan wearing step 15 on September 20th, however, they were asked to remain on that step for an additional 7 days before taking another scan for their orthodontist to evaluate. Their next scan date is September 27th wearing step 15 of 16. Once the customer finishes wearing the final aligner step (step 16), they can be evaluated for additional refinement aligners if they are unhappy with their end of treatment results. Candid is committed to working with this customer toward their smile goals, therefore, we strongly encourage the customer to contact our support team if they have additional questions or concerns about the next step in their treatment. They can reach our support team at ************ or via LiveChat so that we can assist them in real time from Mon-Sat 9am-7pm.

• Initial Complaint

  Date:08/09/2022

  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.

  My Candid case number is ******. I paid Candid $1695.00 on January 6, 2022 to start a 7-month treatment plan. I am currently behind schedule and am on step 10 of 14 due to Candid's bots auto denying my progress early on in my treatment. On August 3, 2022 I was informed through email by Candid that they had paused my monitoring and instructed me to cut my own aligners as they had not properly cut them. I refused to cut my aligners, as I had paid a large sum of money for them and could not afford the loss of progress if one cracked. In addition, I did not pay for a treatment that required me to cut and shape my own aligners. That is the responsibility of Candid when they formed and developed my aligners. Upon my refusal to cut my aligners, Candid has now closed my account with the only option provided to either start from the beginning again, send in my entire set to be cut (resulting in a regression of my progress), or to stop my treatment. They refuse to reassess my scans or provide any further feedback on my teeth's current movement. Their call center workers are dismissive and unwilling to assist with my issue. I have asked for my account to be opened so that I can proceed with treatment using my current aligners but they are unwilling. I deeply regret working with this unethical company that has defrauded me of my money due to no fault of my own.

  Business Response

  Date: 08/12/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The customer's intake and consent forms advise that Candid customers must follow all prescribed recommendations by their treating orthodontist, which can occasionally include modifying aligners for a better fit. Candid's refund policy states that a refund is no longer available once the initial treatment plan is approved by the customer. However, I see that in this case, since this complaint was submitted, the customer's treating orthodontist has approved of a full refund in order to help the customer pursue in-office orthodontic care without the limitations of remote treatment. We encourage the customer to reach out in their ongoing email thread with Support in order to continue the refund process.