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 Care Co. - Los Angeles - West Hollywood

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

• 

  Candid

  500 Westover Dr PMB 18459 Sanford, NC 27330-8941

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:06/14/2024

  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.

  12/10/2020 was when my first purchase was made.I paid $410 out of my own pocket and my insurance covered the rest.Candid *** committed to providing me with treatment until my teeth were at a desired adjustment.I have had problems on and off with candid, communicating with me (not getting back to me, not properly being understood by my orthodontist, having issues with my retainers and not being taken seriously.) I've been told to keep wearing mishapened retainers in the hopes that my teeth would align, but they wouldn't. I've gotten continued treatment twice because I was still not happy that my teeth weren't straight. I had pointed out months prior that my current treatment wasn't working still. My aligners were getting dents in them because one of my teeth wasn't being moved properly, they sent me a new pair of that set even though I told them that wouldn't fix the problem but they wanted me to try that instead of doing impressions again. They however did not tell me they were no longer going to offer that service, there was no warning on that at all, so when I "finished" my treatment, I got an email saying they no longer offer further treatment. I should have been forewarned and I should have gotten new impressions rather than trying to fix the problem in a way I said wouldn't work. I truly just want to continue my treatment because the tooth that didn't align properly was the entire reason I've gotten further treatment and it wasn't addressed. But they no longer have a chatting service for customer help, they changed their name and their business practices without warning, I would not recommend this business for getting your teeth aligned, so if I cannot get further treatment then I would like a partial refund.

  Business Response

  Date: 06/25/2024

  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 in January 2021 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. The treating orthodontist is responsible for prescribing and overseeing treatment and determining when the customer should stop or change aligners during treatment. The consent form that the customer signed when starting aligner treatment states that "the results of orthodontic aligner treatment are not guaranteed" and there are several risks and limitations to aligner treatment. In addition, the consent form states that "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". This section of the consent form has been attached to this response. This customer completed 3 additional rounds of treatment totaling 32 aligner steps which this customer successfully completed on June 11, 2024. This customer did reach out to support in February 2024 to report tracking/fit issues on their lower incisors and were advised to wear their remaining steps longer to allow extra time for their lower incisors to move. No other issues regarding the customers remaining steps were reported. In this case, this customer has completed their treatment as prescribed by their treating orthodontist and was advised to move into the retention phase of treatment. Therefore, Candid considers their treatment to be complete at this time.

  In March 2022 Candid publicly announced that we will cease our operations in the direct-to-consumer aligner business and move to in-office treatment only under the name CandidPro. During this transition over the past 18 months we have had the privilege of providing continued treatment and support to our long-standing customers, we apologize if you were not aware of this change. 
  

  As of December 31, 2023, our direct-to-consumer business came to a close and we are no longer offering any additional treatment or able to provide updated retainers from new materials. Customers will need to contact a local dentist or orthodontist for any additional treatment or retainers needed. We understand that this may cause inconvenience, and we sincerely apologize for any disruption this may cause. 

  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

  Customer Answer

  Date: 06/26/2024

  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]

   Publicly announcing something doesn't mean your customers were informed, I should have been informed especially since I had a complaint. I told that person it was going to happen again but was ignored and told to just wear the new aligner. And this is not the first time it happened, I had this happen in my previous treatments as well and brought it up in customer service chats which were no longer an option available.

   

   

   

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

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

  Business Response

  Date: 09/17/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Our finance team confirmed this customer's refund has been processed and was cleared by their bank on 9/11/2024. 

  Customer Answer

  Date: 09/19/2024

  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:06/06/2024

  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 purchased my retainers online in Dec of 2021. I completed my treatment plan. After you complete your treatment plan, you order a set of more permanent maintenance retainers every 6 months to keep you smile from reverting back. I called today to order my retainer replacement and they informed that they no longer offer this. I spent thousands of dollars to straighten my teeth, and now they no longer offer the retainer to keep my teeth straight. They advised to go see an orthodontist and spend thousands of more dollars to get a retainer. This is absolutely absurd, and was not stated in their terms and conditions when the order was placed. When I called for assistance they told me there was nothing they could do. They offered the treatment plan, have you pay for it, go through the whole plan, and then advise they don't offer anything any longer to maintain the teeths alignment.

  Business Response

  Date: 06/13/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The initial cost of treatment covers the first treatment plan and aligner kit along with their initial retainer which is the last step of the customers treatment plan. 
  
  In March 2022 Candid publicly announced that we will cease our operations in the direct-to-consumer aligner business and move to in-office treatment only under the name CandidPro. During this transition over the past 18 months we have had the privilege of providing continued treatment and support to our long-standing customers, we sincerely apologize if you were not aware of this change. 
  
  Our Direct-to-consumer business came to a close on December 31, 2023, the last day to purchase retainers was March 15th, 2024. Customers will need to contact a local dentist or orthodontist for retainers in the future or they are welcome to visit our website to see a list of local CandidPro providers in their area offering stand alone retainers. *********************************************************************
  
  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

  Customer Answer

  Date: 06/13/2024

  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 will have to spend thousands of additional dollars for a orthodontist, to get retainers made after already spending thousands on the treatment from candid. My teeth will also shift back to their crooked position without a retainer that candid customers were told would be available. 

   

   

   

   

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

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

• Initial Complaint

  Date:05/14/2024

  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 purchased the aligner treatment plan on 9/21/2021 for $2299. This was done at their orthodontics office in **. I was shown a promised result and promised unlimited refinements until the desired result was achieved.There were issues with the treatment itself, most significantly that my entire first set of aligners aside from the first two were created with defects in the form of sharp spikes sticking out that cut into my tongue and caused serious pain. I was told I had to modify them myself which was a hassle but I was patient and went on doing this for the entire set. After completion the outcome was not near the promised result in my lower jaw so I went on to a second set for refinement and those aligners were fine.At completion of the second set I still had some misaligned teeth in the front of my lower set so I requested a final refinement per the promised service. I was told that they had decided to change their business model and that they were cutting off all service to customers who had purchased their treatment in the way I had. Support told me that to finish alignment I would have to go buy treatment somewhere else. Further, to even maintain the incomplete alignment that I had so far achieved I would need go seek treatment from somewhere else that could provide retainers as they have to be replaced every six months and Candid would no longer be selling those either.Since my treatment was not completed as promised and was cut short solely due to them deciding change business models and cut off all existing customers to save money, I requested some kind of reasonable compensation and offered some suggestions but was told they were unwilling to do anything. I am seeking partial refund to compensate for failure to provide the service as purchased.

  Business Response

  Date: 05/23/2024

  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 in August 2021 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. This customer also completed 1 additional round of treatment in Feb 2024 which consisted of 10 additional steps. After review of their account along with notes from their assigned orthodontist, it was noted that this customer may need some additional treatment due to the customer's lower aligner not being fully seated on some teeth. Since Candid's direct-to-consumer business has come to a close and we are not able to provide this customer with the additional treatment needed, Candid has agreed to offer a 50% refund to the customer as resolution since they are not satisfied with their end of treatment results. Candid will provide the customer with next steps for our refund process via email and we will continue working with the customer until they receive the refund and are released from treatment with Candid.

• Initial Complaint

  Date:04/23/2024

  Type:Sales and Advertising 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 my aligner set through Candid in 2020. Candid states that you will need to purchase a new aligner every 6 months following the completion of your treatment. I completed my treatment, and then went on to purchase a new aligner. My husband and I spent around $2,000 dollars to go through this process. As Ive been in contact with a Candid care team member, Ive been informed that without any notice Candid has shut down their remote services and will no longer be offering new aligners. I asked if CandidPro would offer to recreate my same retainer for me to purchase, since its under the same leadership as Candid had been. They are unwilling. I asked for my molds of my teeth that were created in the process, in which they responded with saying that they had thrown them away. This is without my permission. I also asked for the 3D imaging that either CandidPro or another orthodontist could take to recreate my aligner and they said they are unwilling to share this information (again, weve paid thousands of dollars for, including the imaging/manufacturing designs of my own teeth). I was not notified of the closing down of this company. If I had been made aware, I would have invested in many aligner sets to get me through the years ahead. I was never given this option and now Im forced to start from the beginning just to get a fresh aligner. Formerly, I wouldve been able to purchase a fresh aligner for $99. In seeking quotes from local orthodontists, the price varies from $400-$2,990. In sharing this once again as a hope for Candid to recognize the unfairness of this, they were still unwilling to share any way to come to a solution despite the fact that theyre own process requires fresh aligners past the completed treatment date. I see MANY others share this same issue. Candid is responsible to help us achieve the smile that they promised us. We are unable to maintain the straight teeth we paid for without the ability to repurchase our fresh aligners.

  Business Response

  Date: 04/29/2024

  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 in October 2019 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. The initial cost of treatment covers the first treatment plan and aligner kit which this customer completed. In this case, the customer has reached the end of their aligner treatment as prescribed by their treating orthodontist and has been in the retention phase of treatment. Regarding the customers request for the 3D model, the only scans we have on record are the initial scans that were taken from the customers PVS impressions to create their treatment plan. We do not have an individual retainer file/3D model that can be shared with the customer unless the customer had a custom retainer made after treatment was completed from new impressions, which this customer did not. 
  
  In March *************************** publicly announced that we will cease our operations in the direct-to-consumer aligner business and move to a business-to-business model. During this transition period we have had the privilege of providing continued treatment to our long-standing customers at no additional cost since then. Our Direct-to-consumer business closed on December 31, 2023. We apologize that you were not aware of this closure and change in business model.
  
  Due to this closure we offered all of our customers for a limited time the option to purchase up to 4 sets of retainers to maintain their new smiles. These emails to all of our patients went out in February 2024 to the email address on file with their account notifying them of this final offer. Each set of retainers last 6-12 months with proper care and cleaning as they should only be worn at night once customers have transitioned from 22 hour wear to nighttime only as recommended by their treating orthodontist the last day to order these 4 sets was March 15, 2024. 
  
  We apologize that we are unable to continue offering retainers to our direct-to-consumer customers. Customers will need to contact a local dentist or orthodontist for retainers in the future. We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

  Customer Answer

  Date: 05/03/2024

  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:

  Thank you so much for taking the time to respond! As you can see in the screenshots I submitted, I never received an email offering the purchase of 4 sets of retainers/aligners from Candid. In addition, only offering 4 sets of retainers breaches the contract for customers who purchased our aligner sets through your program. We had many options to go through, however we chose candid in confidence hoping that we would get what we paid for. As a part of the program, we were told that we would need aligners for life to keep the smile that we paid for in place. Not only are we not able to do that, but had I received the email offering 4 sets of aligners, that would not last me a lifetime. This would then force me to spend additional money through another program even though I already paid for a straight smile through Candid. Now with the inability to purchase fresh aligners from you, my teeth have already shifted noticeably. I am extremely unsatisfied with my experience with Candid. I can see through others experiences with BBB that customers have been refunded. If I am unable to get fresh aligners through candid, my husband and I ask that we would also receive a refund considering we are now going to have to go through the entire process to re-straighten my teeth through another business. 

   

   

   

   

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

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

  Business Response

  Date: 05/16/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. At this time, Candid has agreed to offer a 50% refund to the customer as resolution, since their teeth have shifted which may result in the customer needing additional treatment/retainers that Candid is no longer able to provide. Candid will contact customer with next steps for our refund process via email and we will continue working with the customer until they receive the refund and are released from treatment with Candid. 

  
  

  Customer Answer

  Date: 05/21/2024

  Better Business Bureau and Candid:
  
  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.

  ** Please ensure that Candid contacts me through my email: ********************** ** 

  Thank you so much for all of your time and for working with me! 
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/04/2024

  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.

  When I ordered my Candid aligners my original invoice which was emailed to me by *******. I had the ******** whitening trays included at the end of my treatment.Upon completion of my treatment when I asked for my ******** whitening tray ****** send me an invoice without the ******** whitening trays on them. I immediately sent him my original invoice from *******. He replied back the whitening trays are not included in my plan. He doesnt know what Im talking about said I can buy whitening foam. I have my original invoice. The new invoice that was altered by Candid and all original emails from when I purchased a Candid aligners set. Even the email where my original invoice with the ******** white trays from ******* attached to the email.

  Business Response

  Date: 04/16/2024

  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 in January 2022 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. This customers total cost of treatment was $1895.00 before a discount of $150.00, for a total of $1745.00, which covers the first treatment plan and aligner kit only. A copy of the order from our sales portal has been attached for reference. This customer did not purchase our ******** Zoom Whitening kit which costs $299.00 and is designed for customers to do prior to the start of their aligner therapy, this item is not offered as a post treatment option. The first invoice the customer received is incorrect information, we sincerely apologize for the misunderstanding. The 2nd invoice the customer received is the correct invoice. No additional money is owed to the patient since they did not purchase this item. 

  Customer Answer

  Date: 05/09/2024

  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 sent you a separate email forwarding the email from Tatiana from Candid the day I bought my aligners from Candid.  I apologize I do not know how to attach another email to this thread. 

   On the invoice, Which I also attached, the Philips whitening trays are listed on the invoice for $299.00.   A discount code was applied (**********) for $299.00 making the Phillips whitening trays free of charge.   The Phillips whitening trays were added to the deal to get me to purchase from Candid instead of Byte.   An additional discount of $150.00 was added on the bottom of the invoice to match the Byte aligners price.  Unfortunately I did not keep the price quote from Byte.  

  
  

  The changed invoice was sent to me by ****** when my treatment plan was complete, and I requested my Phillips whitening trays.  ****** sent me an invoice with the same dates, invoice number, prices, but the Phillips whitening trays were not on the invoice.  In its place was a discount of $150.00 ( ************)   The Orthodontist's name handling my plan was also changed on this invoice.     When I sent ****** my original invoice with the Phillips whitening trays on it, the reply was that was not on my invoice and I'm not intitled the Philips whitening trays.   The Phillips whitening trays are clearly on my original invoice.  

  
  

  Thank You

  
  

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

  
  

   

  
  

   

  
  

   

  
  

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

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

  Customer Answer

  Date: 05/31/2024

  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]

  
  

  Here is my original statement which I agreed to purchase. As you can see the filth white script clearly on my invoice say anything else is complete. Disregard for documented fact. 

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 06/06/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. We sincerely apologize for the error on your invoice regarding the Phillips Zoom Whitening kit, The first invoice as previously stated was incorrect and does not match what was ordered in our sales portal at time of purchase. The original cost of treatment (aligners + Candid Monitoring) with Phillips zoom whitening was $2,194 before any discounts, our sales portal can only accept 1 discount code per transaction. Had this customer purchased this treatment option their cost after the $299 discount was applied would have been $1895.

  This customer was only charged $1745 for the aligners and Candid Monitoring after a coupon discount of $150 was applied. No order was placed for Phillips zoom whitening kit which was a service that we offered to patients prior to the start of treatment. Since this customer did not purchase the whitening kit Candid does not owe this customer any refund or whitening kit. Again we apologize for this error regarding your invoice, the 2nd invoice you received is correct and true to the information entered into our sales portal at time of purchase in January 2022. Attached is a screenshot of your order summary that was submitted at time of purchase that is not able to be altered. Please accept our apologies for the error and consider this matter resolved, Thank you! 

• Initial Complaint

  Date:04/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From 03/31/2021 - 12/21/2022 I received a virtually monitored orthodontic treatment through the company Candid *** the treatment was going adequately cosmetically, but problems arises at the end of treatment. Though my treatment had ended, and cosmetically my teeth looked better, my bite was misaligned, causing some of my front teeth to hit before my back teeth. I contacted Candid about the issue and they told me they could address the issue with refinements to my treatment. I was told I would receive an email to further this process, which I did. When I tried to continue this process I was told that the companies business model had changed and I would now have to go through a dentists, and they were no longer doing direct to consumer orthodontic treatments like the one I received. The problem with this was that no dentist was taking any patients within any reasonable time or within any reasonable distance from me. Frustrated I accepted that I would have a misaligned bite until a I had found myself in a position to use an in person orthodontic provider. In this meantime it was necessary to use Candids specially formed retainers to maintain the result of my treatment I had paid for. This wasnt an issue until recently at the end of 2023. The retainers are recommended to be replaced every 6 months. I am well overdue for a new retainer and have no means of purchasing one. The Candid app reroutes me to a virtual chat bot which tells me to reach out to a CandidPro dentist, and the order a retainer link does the same. Reaching out to a Candidpro dentist is an extremely costly and illogical endeavor. All new dentists are either, not accepting new patients, or accepting new patients, but not for a very long time and have no relationship to my previous treatment through Candid.

  Business Response

  Date: 04/12/2024

  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 in December 2021 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. The initial cost of treatment covers the first treatment plan and aligner kit which this customer completed in August 2022. This customer did reach out in November **************************************************************************************************** the retention phase of treatment. Therefore, Candid considers this customers treatment complete. 
  
  In March 2022 Candid publicly announced that we will cease our operations in the direct-to-consumer aligner business and move to a business-to-business model. During this transition over the past 18 months we have had the privilege of providing continued treatment, retainers and support to our long-standing customers, we apologize if you were not aware of this change.
  
  Due to this closure of our direct-to-consumer business we are no longer offering retainers to our direct-to-consumer customers. Customers will need to contact a local dentist or orthodontist for retainers in the future. We understand that this may cause inconvenience, and we sincerely apologize for any disruption this may cause. 
  
  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

• Initial Complaint

  Date:04/01/2024

  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 have 2 issues. Issue 1: I originally started treatment back in 2020. One of the final aligners in my kit felt extremely tight to the point of hurting. I reached out to Candid who told me to send pictures to their orthodontist. I did so, and was told not to worry and to go ahead.After a few weeks I started feeling immense pain in my front tooth. I then noticed it turned a grayish blackish. I went to my dentist and she told me that my front tooth had died and would require a root canal. She also told me it was caused by the Candid aligners. Since then I have been trying to get my front tooth rectified after getting the root canal. It's been a long process and a pricey one. On Feb 1 I reached out to Candid explaining what happened, providing proof from my dentist that the dead tooth was caused by the aligners. I received no follow *** even after reaching out multiple times until March 13th, where they cheerfully offered a 50% refund and pretended like we were in open discussion which we were not.Issue 2: Candid has informed me that they will no longer be doing mail to order aligners, which means I they haven't fulfilled their end of the deal, in which they originally stated they I need new ones every 6 months, and their maximum of 4 allowed retainers will only last 2 years. I have these for the rest of my life, so I have to seek treatment all over again. Any future help to fix my bite and teeth can no longer be offered since they don't do this anymore. I will not accept anything less than a full refund. Besides for needing further treatment which Candid no longer does, my tooth is dead as well. Refunding me is the right thing to do since Candid can no longer keep it's end of the deal.

  Business Response

  Date: 04/08/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer started treatment with ********************** in November 2019 with 16 steps in their treatment plan. Each aligner is to be worn for a minimum of 14 days for 22 hours per day. After further review of this customers case and supporting documents of an unreported injury caused by the aligners in July 2020, Candid has agreed to offer a refund to the customer as resolution. This injury has been reported to our quality team and is currently being investigated, our patient experience team will be in contact should our quality team need any additional information for the report. In the meantime Candid will provide the customer with next steps for our refund process via email and we will continue working with the customer until they receive the refund and are released from treatment with Candid. 

  Customer Answer

  Date: 05/21/2024

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

• Initial Complaint

  Date:03/25/2024

  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 was a customer of ********************** Aligners for many years I need to order retainers again because my teeth are becoming unaligned again. I find out they've gone out of business and must go to a Candid Pro dentist and spend more money. I wasn't aware that I would not be able to get my retainers in the future as promised.

  Business Response

  Date: 04/02/2024

  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 in January 2019 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. The initial cost of treatment covers the first treatment plan and aligner kit which this customer completed along with 1 additional round of refinement and successfully finished treatment in March 2023. In this case, the customer has reached the end of their aligner treatment as prescribed by their treating orthodontist and has been in the retention phase of treatment. Therefore, Candid considers this customers treatment complete. 
  
  In March 2022 Candid publicly announced that we will cease our operations in the direct-to-consumer aligner business and move to a business-to-business model. During this transition over the past 18 months we have had the privilege of providing continued treatment and support to our long-standing customers, we apologize if you were not aware of this change.
  
  Due to this closure of our direct-to-consumer business we are unable to continue offering retainers to our direct-to-consumer customers. Customers will need to contact a local dentist or orthodontist for retainers in the future. We understand that this may cause inconvenience, and we sincerely apologize for any disruption this may cause. 
  
  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

  Customer Answer

  Date: 04/02/2024

  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:03/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased into the candid aligner program for my orthodontic needs, to straighten my teeth. I was informed by the company that now after completing the treatment they are suspending all online and mail to order aligner trays for the future and the only way to obtain aligners is to order through a dentist. However, they stated at the beginning of my treatment that aligners need to be replaced every 6 months so 4 aligners would only get me 2 additional years of treatment, meanwhile I have to have retainers now for the rest of my life to maintain straight teeth. They said the only option was to seek treatment is find a dentist first and start all over again. I reached out to the company to get my money back since they screwed up and I would have to start over to maintain my smile and that what they promised was no longer available but I have not heard anything back and it has been over a week. So now I am out almost 2 thousand dollars and the only way to order the additional aligners is through a new dentist only. Worst company to ever have gotten my teeth treated at.

  Business Response

  Date: 03/29/2024

  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 in June 2021 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. The initial cost of treatment covers the first treatment plan and aligner kit which this customer completed along with 2 additional rounds of refinements and successfully finished treatment in October 2023. In this case, the customer has reached the end of their aligner treatment as prescribed by their treating orthodontist and has since been in the retention phase of treatment with no reported post treatment concerns or issues. Therefore, Candid considers their treatment complete at this time and does not feel that a refund is necessary in this case. 
  
  In March 2022 Candid publicly announced that we will cease our operations in the direct-to-consumer aligner business and move to a business-to-business model. During this transition we have had the privilege of providing continued treatment to our long-standing customers at no additional cost since then. Due to this closure of our direct-to-consumer business we offered our customers for a limited time the option to purchase up to 4 sets of retainers to maintain their new smiles. Each set of retainers last 6-12 months with proper care and cleaning as they should only be worn at night once customers have transitioned from 22 hour wear to nighttime only as recommended by their treating orthodontist. 
  
  We apologize that we are unable to continue offering retainers to our direct-to-consumer customers. Customers will need to contact a local dentist or orthodontist for retainers in the future. We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.
  
  

• Initial Complaint

  Date:03/06/2024

  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 purchased into the candid aligner program for my orthodontic needs, to straighten my teeth. I was informed by the company that now after completing the treatment they are suspending all online and mail to order aligner trays for the future and the only way to obtain aligners is to purchase 4 sets up front and they will last 4 years, as they are moving to in office only. However, they stated at the beginning of my treatment that aligners need to be replaced every 6 months so 4 aligners would only get me 2 additional years of treatment, meanwhile I have to have retainers now for the rest of my life to maintain ************. They said the only option was to seek treatment with my dentist. He informed me that I would have to start the process all over again because candid screwed up my bite and how my teeth line up with each other when I bite down. I reached out to the company to get my money back since they screwed up and I would have to start over to maintain my smile and that what they promised was no longer available but I have not heard anything back and it has been over a week. So now I am out almost 2 thousand dollars and I have to pay that, or maybe more to get on a new treatment plan.

  Business Response

  Date: 03/13/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customers case has been reviewed by their treating orthodontist and Candid has agreed to offer a full refund to the customer as resolution since they are not satisfied with their end of treatment results and will need additional treatment that Candid is not able to offer to our direct-to-consumer customers. Candid will provide the customer with next steps for our refund process via email and we will continue working with the customer until they receive the refund and are released from treatment with Candid. 

  Customer Answer

  Date: 03/14/2024

  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.
  
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