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:02/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is about candid orthodontist. The sagas been going on for four years, but just recently they told me they were going to give me a full refund 2 and A half months ago. As per usual with candid once again, Ive been pursuing them with no result. They made me send back all my retainers and any other product that I had theirs . So I have no product left. They told me the orthodontist okayed my refund. Now its been over 2 1/2 to 3 months since theyve been trying to issue a check to me. And theyve gone silent on their end. Once again, this is brought me tremendous stress, emotional distress, and it become my second job. They continually lied to me and then go dark. The reason they finally decided to give me my money back is because they realized that they have not straighten my teeth in four years and it was appropriate for a refund. Just reimburse your memory theyve had me over the case of this four years due multiple mouth moles, which I never signed up for. Everything was supposed to be done at the office which I could walk to. But then they closed all their offices. So they changed their game plan And left me hanging out in the dark. I know Im not the only one that happened to. I can read other things on their website where people are unhappy and doesnt seem like a company that keeps its word.

  Business Response

  Date: 02/29/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Our records indicate that the customer was approved for a full refund by their assigned Candid orthodontist, however, before the refund was able to be issued we needed to have the customer's current aligner kit returned. The kit was received by our lab on 1/16/2024 and legal was notified to move forward with the settlement and release form which is a legal document. This form was sent along with a direct deposit form to complete on 1/30/2024 to complete and sign. The forms were signed by the customer on 2/20/2024 and a copy was sent to **************** for the refund to be processed. Please allow up to 4 weeks for the refund to be processed by our finance department. Please let us know if you have any questions or issues with receiving your refund. 

  Customer Answer

  Date: 03/01/2024

  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:
  First of all their timelines are all wrong. I sent back the aligners much sooner than that. I also signed the paperwork for the release of the money over three months ago. Just because they decided to look at it on a certain date doesnt mean anything. They also said it was going to be three weeks until I got my check and now theyre saying four. So TBD as to as far as when I will actually see the money.

   

   

   

   

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

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

  Business Response

  Date: 03/27/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Our records show that the customer's refund has been initiated by ****************. The customer should receive a 1 cent test deposit to ensure the account information provided is correct before the full refund amount will be deposited. The customer should reach out to us via e-mail at ************************************ if they have not received either of these deposits and we will be happy to assist them until this issue is resolved. 

  Customer Answer

  Date: 03/29/2024

  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:02/20/2024

  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 started with Candid in 2021. Process went great until the end. I had to send in my final retainer impressions twice, not an issue for me. The issue began when I contacted them in November 2023 to see if the retainers were being made and they said, yes, they will be ready and to you in 2-3 weeks. Well, we are in February 2024 and I have contacted them numerous times via email... bc you can't call them anymore or chat with anyone... and still no response and NO RETAINERS. And the gap in my front teeth is widening by the day, I can feel it. I would like delivery of my final retainers or if they can't do that, send me two of my #** retainer. I will work with that. But do something. This is crazy for a service I spent more than $2000 for.

  Attached is a pdf of my emails to the company today showing the delays that I shared with their rep after today. She (****) stated that I had received my retainers, which was not true, I have NEVER recieved these retainers and the emails I provided proves that. I haven't heard back from them regarding my last email of screenshots/snips.

  Business Response

  Date: 02/29/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer started the process of getting an updated set of retainers in May 2023, we received photos and multiple impressions kits were sent out for the customer to complete. We sincerely apologize that there were issues with this process and our support team was not upfront about these issues.Our records show that you have been in recent contact with support and two sets of retainers were ordered by you today. Please allow 2-3 weeks for production and shipping of those sets of retainers. Once these retainers have shipped you will be receiving tracking information via email. Please let us know if you have any questions! 

• Initial Complaint

  Date:01/10/2024

  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.

  Candid was purchased 12/17/21 for $1963.63 after they committed to close my gap and straighten my teeth with their aligners. On 1/28/22 I received the aligners. Within hours, I had deep cuts/wounds on in my mouth and on my gums and by the next day I was unable to eat and/or keep the aligners in. I contacted Candid and immediately requested a refund. I was told to file the aligners myself with an emory board and do all these different "adjustments". I refused to do their job for them by filing aligners and again, requested a refund. I was denied. I was told I'd be sent postage to return the aligners. I tried to contact them again on 1/31/22 and 2/1/22 because I had not been emailed the postage. I contacted them everyday until 2/4/22 when I received an email with the postage to return the aligners. I did receive the second set of aligners and the fit was ok until I got further in the steps. I started getting cuts from the aligners again and just started to file them myself a it's impossible to contact them. I made it to #** and those aligners did not fit at all. On 10/11/22 I informed them of the issue with #**. I sent the photos and was sent an impression kit 10/21/22. On 10/28/22 I sent the impression kit back and heard nothing from candid for months. I contacted them 12/7/22 I was told they didn't update my address and my things were sent to my old address. I called them more than once ************* during one of those calls, I was told to wear #** until #** arrived. I never received #** or finished my aligners. I contacted Candid several times but it takes 2 hours to get a rep on chat (see chat emails) and you cannot call anymore. I could not find a time until 5/2023 to hold 2+ hours to chat by then my case was closed. I was told they would make #** my retainer and they would send the molding kit for that. I didn't hear anything from them for 2 months AGAIN. On 7/11/2023 I received an email with their apologies of why they haven't responded.

  Business Response

  Date: 01/16/2024

  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 with Candid in January 2022, with a total of ******************* their treatment plan. Each aligner is prescribed to be worn for a minimum of 14 days, for 22 hours per day. At this time, Candid has agreed to offer a refund to the customer as a resolution since they are not satisfied with their end of treatment results. Candid will provide the customer with the 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: 01/26/2024

  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:

  They have not provided a refund as of today 1/26/2024. They have emailed me twice. 1/16/2024 asking me to return the aligners. I do not have the aligners,  obviously as they were worn. 1/22/2024 Candid emailed me to tell me they will email me in 5-10 business days with forms and instruction on how to get a refund. I emailed candid 1/22/2024 and asked for the details on the refund policy and why it takes 5-10 business days. The company has not responded. It is more of the same and exactly why I filed the report. 

   

   

   

   

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

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

  Customer Answer

  Date: 02/13/2024

  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 have not heard from candid via email or otherwise since 1/30/24. I have no deposit of a ***** for good faith despite what their response is. It isn't true. This is why I have reached out to the BBB in the first place. This company is full of it and blatantly lying. I want to see proof of this refund before I accept anything they are saying because they are liars and do not follow through. I will accept their answer when it makes sense.

   

   

   

   

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

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

  Business Response

  Date: 02/23/2024

  The customer should have received their full refund on February 20th via direct deposit per confirmation from ****************. Once the settlement and release form, direct deposit form are completed it takes up to 4 weeks for processing. This is stated at the bottom of the direct deposit form that the customer completes for the refund. A copy of the form has been attached for reference. Please reach out to Candid Support Team if you have not received this refund and we will be happy to further assist you. 

• Initial Complaint

  Date:12/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started Candid Aligners in 2021 to fix my crowded bottom teeth and my bite. I was in constant contact with them about my aligners not fitting my bottom teeth correctly throughout the entire time. To which they responded that I need to use my chewies more. My scans were often late and my treatment lasted longer than the treatment plan because my dental hygienist suggested I stay in each step as long as possible to prevent my teeth from becoming loose which I repeated to them multiple times with no acknowledgment. I continued with treatment up until my last tray which was when I noticed my teeth were scraping eachother in a painful way without the aligners, feeling like my bite was even more off I decided to go and get a consult from a local orthodontist. He told me my bottom teeth need slenderizing between the teeth to keep them in a more straight position, and/or my top left lateral tooth be built out since it is small, and I need braces for a year. I voiced these concerns with candid and asked if refinements were an option if I got the slenderizing done and their response was to stop treatment and seek additional local orthodontic help which is going to cost over $3000 to fix. I reached out on 12/3/23 and asked if they would consider a refund on my aligners since they were suggesting I seek additional costly help and candid aligners were never going to work for me anyway (I shouldnt have been approved since additional things needed to be done to my teeth to fix the problem I have) and I heard back on 12/5/23 that they would escalate my case. Im extremely unsatisfied, my teeth are even more crooked than they were before I even did the aligners, my bite is funky, and I feel like I got ripped off. Also just to mention almost every single report back about my scans on my aligners was a copy and paste from the last one, they told me I had gingival recession throughout the entire monitoring so I asked me dentist and he said my gums have actually IMPROVED.

  Business Response

  Date: 01/05/2024

  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 on March 24th, 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. In this case, the customer has reached the end of their aligner treatment as prescribed by their treating orthodontist and Candid has previously provided the customer with instructions on how to begin the retention phase of treatment to retain the progress they've made with treatment, therefore, Candid considers their treatment to be complete at this time.

  Customer Answer

  Date: 01/16/2024

  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]

   My teeth are even more screwed up than they were before treatment with candid. If I continued to use my last aligner like they recommended my teeth would be scraping together causing more damage, like I told them they were doing as soon as I noticed it. My teeth are even more crooked than they were before I started aligners, since they are the ones who recommended I seek additional help as seen in the email above. I believe a refund should be mandatory when told to seek additional help that is going to cost more than $3000 to fix how messed up my bite/teeth are. As I said previously, I never should have been approved for candid and yet they approved me. I have never been so unsatisfied with a product and a company before in my life. The complete lack of care is insane to me. 

   

   

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

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

  Business Response

  Date: 02/02/2024

  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 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.

  Customer Answer

  Date: 02/23/2024

  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 will be resolved when I receive 50% back of what I paid. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/22/2023

  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 of 2020 I began with Candid aligners treatment and paid $2000 for the service under the terms of complimentary revisions. I completed three round of treatment as the end of each treatment proved not to straighten my teeth completely. Recently, I finished my third round with only my bottom two front teeth still requiring straightening. Upon asking for one more treatment to resolve the issue I was told that they no longer provide direct to consumer care and only my initial set of aligners was covered, which is inaccurate. When I signed up, my contract provided for as many revisions if needed. Never was I told about the new conditions or the pivot to a provider based business model. Evidently, this happened in March of 2022 (according the representative)! I repeatedly asked for another set of aligners, or have a set compensated through a provider. Neither was provided, nor was a refund of my investment. I have now spent over three years working with this company spending a couple thousand dollars only to still have crooked teeth. Incomprehensible that they are attempting to negate my originally signed contract without resolution or refund. All I ask for is assistance in honoring my original contract and fulfilling their obligation to help me achieve straight teeth. I ask that one more round of aligners be provided for the final remaining adjustments to those two bottom teeth, either through their original mail - in aligner mold service or through a provider. If unwilling to provide either I ask for a refund in full, to help compensate for the service that I would need to achieve results elsewhere.

  Business Response

  Date: 01/03/2024

  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 November 2020 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. In this case, the customer has reached the end of their aligner treatment as prescribed by their treating orthodontist. Therefore, Candid considers their treatment to be complete at this time.

  Customer Answer

  Date: 01/09/2024

  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:

  This response is disingenuous. Candid didn't choose to stop treatment because my treatment plan ended, they chose to stop care because they switched their business model to provide services through providers, and discontinued direct patient care. I was never notified of this, nor did I agree to it while under their care. What they have failed to mention in their response is that I then had another two rounds of treatment after the inital treatment, 10 aligners each, because refinement treatments were provided as part of the original treatment/service. After over three years of work on this and a couple thousand dollars invested Candid is cutting ties with patients as a cost saving measure to support their new direction. No orthodontist looked at my last scan or communicated with me about that scan. If they did, they would see that I still have a couple bottom teeth that need minor adjustments. To be treated this way, when I am so close to a fully straightened set of teeth is criminal. Candid must honor their agreements on refinements, or refund my investment in full to that I may finish my treatment elsewhere. 

   

   

   

   

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

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

• Initial Complaint

  Date:12/18/2023

  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 with and paid this company 3 years ago to get my teeth straightened. At first they told me my treatment is about 10 months. After my first treatment was completed, my teeth was still not straight so I told them and they were willing to make me a new set of retainers. My teeth is still not straight after 3 treatments but now they told me my treatment is completed when its not and refuse to complete my treatment.

  Business Response

  Date: 12/28/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally started aligner treatment on August 14, 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. In this case, the customer has reached the end of their aligner treatment as prescribed by their treating orthodontist and Candid has previously provided the customer with instructions on how to begin the retention phase of treatment to retain the progress they've made with treatment, therefore, Candid considers their treatment to be complete at this time. 
  

• Initial Complaint

  Date:12/18/2023

  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.

  My first complaint: Ive been a Candid customer for over 2 yrs. Initially I was told the treatment would take 8 months, but by the end of the first treatment my teeth were still mis-aligned, so they created a 2nd set of trays (which I recently completed) and my teeth are STILL misaligned. The trays work, but the treatments are always off. Im now unable to connect with Candid as they are completely ignoring my emails and theres no way to reach them by telephone since their buy-out. My second complaint: the customer service over the past two years has been HORRIBLE. Slow responses, unintelligible responses that do NOT address my concerns, unreasonable demands, customer service reps who dont speak proficient English, and for the most part they function in their best interest vs the customers. There have been so many times when my scans were denied and I was told it was MY fault which means I had to wait another two weeks before moving to my next tray which was ridiculous. I wore my aligners the recommended 22hrs/day and followed all the guidelines, yet I was not receiving the promised results. I kept telling them the aligners were not working OVER AND OVER, but they still blamed me and added extra, unnecessary MONTHS to my treatment. So here I am, 2 YEARS later with a better but not at all aligned smile writing to the BBB. Please use someone elsedont fall for their shenanigans.

  Business Response

  Date: 12/28/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally started aligner treatment on November, 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. In this case, the customer reached out after misplacing a step back in September 2023 and was asked to provide photos in their previous step and final step for their treating orthodontist to review. Customer did not send the requested photos until December 2023, Customers treating orthodontist reviewed the photos and determined that customer has reached the end of their aligner treatment as prescribed.  Candid has followed up with the customer regarding this determination with instructions on how to begin the retention phase of treatment to retain the progress they've made with treatment, therefore, Candid considers their treatment to be complete at this time.

  Customer Answer

  Date: 12/29/2023

  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:

  As Candid mentions and as I mentioned several times, treatment started 2 YEARS ago. My biggest complaint against Candid Aligners is the customer service which you did not address in your response. Slow response time, unintelligible and uneducated responses, responses to my concerns that were completely unrelated, and the multitude of instances where Candid hindered my progress that I can gladly verify with documentation. After 2 years of struggling to work with your company to make this treatment a success, yes, I lost faith and was tardy sending the requested materials in for yet ANOTHER round of treatment, however, I can say with confidence that if the aligners had been properly created the first or second rounds of treatment, my teeth would be straight and I never would have submitted a complaint to the BBB. Every step of the aligners moved my teeth and progress was made, but attention to detail at the fault of Candid and their treating Orthodontists has left me only partially complete and has wasted 2yrs of my time and $2,000 of my hard earned money. This company advertises results but does not deliver then hides behind the small print when you get upset. In my experience they are barely better than your average scam and should have their license to operate revoked.

   

   

   

   

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

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

• Initial Complaint

  Date:12/06/2023

  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.

  Aligners caused severe and irreversible gum recession, now requiring $3,000 worth of periodontal work. I tried to amicably resolve with Candid and they took position that I signed a consent form (which I did not) and that I should've seen a dentist sooner. I have photos and video of the gum recession at the time Candid recommended I see a dentist. The gum had already receded so badly by the time they recommended I see a dentist, it was already irreversible. My periodontist recommends a permanent retainer be installed, filing of the tooth where the gum has receded due to incorrect bite (Candid's doing) and gum grafting. I have an appointment on 12/13 to get the retainer installed and tooth filed down to correct the bite. In the current condition, my bottom front tooth keeps hitting the upper front tooth, keeping the tooth weak and loose. The recommendations from my periodontist are in effort to save the tooth from dying. He is not certain his remedies will even save the tooth in the long run. I never signed a consent form, I had placed my order by phone, which was a recorded conversation and will prove that I was never asked to sign anything. Before and after photo attached.

  Business Response

  Date: 12/19/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally started aligner treatment with Candid on September 29, 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. Candid customers are also required to take periodic scans during treatment using Candid Monitoring so that their treating orthodontist can track their progress and ensure that the teeth are moving as planned. This customer states that they never signed a consent form prior to starting aligner treatment, however, our records indicate that the customer did purchase a starter kit on 8/16/2021 and they signed the consent form on 8/18/2021. Candid requires all customers to complete onboarding prior to starting treatment which includes the customers treatment goals, dental history, and medical history and the consent form which outlines all of the risks and limitations for aligner treatment. The consent form that the customer signed has been attached to this response for reference. Only the patient who is starting treatment could sign the consent form and list their treatment goals, dental history, medical history, and their most recent dental cleaning. Furthermore, the consent form that the customer signed states, "periodontal (gum and bone) disease can develop or worsen during orthodontic treatment due to many factors, but most often due to the lack of adequate oral hygiene. We recommend that your general dentist monitor your periodontal health during orthodontic treatment and make a referral to a periodontist as needed. If periodontal problems cannot be controlled, orthodontic treatment may have to be discontinued prior to completion". In this case, the customer was instructed by their ********************** treating orthodontist on August 8th, 2022 to perform a horizontal trim on their aligner to allow their gums to heal and consult with their dentist if the gums did not heal. A copy of that email that was sent to the customer has been attached to this response for reference. The customer did not consult with their dentist as instructed about possibly periodontal disease until June, 2023 which may have contributed to the issue worsening during that period of time between August 2022 and June 2023. Candid has made the decision not to offer a refund to the customer because periodontal disease is a risk of aligner treatment that the customer agreed to when signing the consent form and the customer did not follow clinical instructions provided to them to consult with their dentist for a period of 10 months. The email communication that was sent from Candid to the customer informing them of our refund decision on November 30, 2023 has also been attached to this response for reference.
  

  Customer Answer

  Date: 12/20/2023

  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 did not advise me to consult with my regular dentist until the 8/1 scan. The gum had receded beyond repair by then (see attached photo from 8/1 evidencing severe and irreversible gum recession). This is the first time they recommended I see a dentist( see attached 8/1 ortho recommendation). Previous scans show the gum recession, however, ortho only only recommend brushing and flossing (see attached photo and ortho recommendation dated 7/15).  
  

  Gums do not regenerate. Their point about not seeing my dentist timely is moot.  If they had recommended it much sooner, it may have been reversible, but that is not the case.  I was under their orthodontic supervision and care and they failed to direct me in a timely fashion. 

  In my recent email with them trying to amicably resolve, they admitted that I did not start out with any gum recession and that it occurred due to their aligners (see attached screenshot of email).
  

  Why no mention of the incorrect bite they left me with which has kept my tooth loose and in danger or dying?? I have a paid receipt for periodontal installation of a permanent retainer to strengthen my tooth and correction of bite.  Gum grafting still needs to be done and I have the estimate for that as well if you need copies. 

  Your product and failure to administer proper and timely orthodontic guidance has caused me significant hardship and you should be ashamed to deny my claim for reimbursement. Shame on you. 

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

  
  

  Customer Answer

  Date: 09/20/2024

  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:11/27/2023

  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 began services with in July 2021 getting teeth scans from an in-store team, to correct crowded teeth as they advertised. I was on a 6-month plan which meant my teeth weren't too bad. After the initial treatment, I wasn't satisfied with and opted to use the promised re-treatment. After days of trying to contact them through email and phone, it became a long and tough process to get them own their re-treatment promise. I had to take off a day of work to having to ****** them for over 5 hours for them to keep their promise. Since they weren't willing to refund, they opted to own their promise of re-treatment. By this time, they claimed to no longer have a team of in-store personnel so, I would had to do at-home scans. I did about 6 at home scans then they sent me a digital projected treatment. It looked exactly like the previous one I'm already re-treating. They send me a redo scan and their next digital treatment looked better. But wasn't at all. I get the new treatment which of 4 months, but didn't get the set until April 2023. However, the results were worst this time. I could no longer call the company as they discontinued phone services for existing clients. The process became lengthy and strenuous. By that, time my treatment was discontinued. I finally get emails stating that I will not get any additional treatments nor a refund due to agreement. I've looked over the agreement and even so with Candid while on the phone with them, and there's no discontinuation of services in there. Also, the second set of aligners weren't even the same material as my first set which may have been the reason my second outcome was worst. Nothing in the agreement said I'd be receiving a different type of aligners or different scanning schedule. This company seems to just collect your money then let you carry the burden of whatever goes wrong. This was poor a poor experience, treatment, and customer service. I'm requiring a full refund as they have breeched their own agreement.

  Business Response

  Date: 12/11/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally started aligner treatment in October, 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. In this case, the customer has reached the end of their aligner treatment as prescribed by their treating orthodontist and Candid has previously provided the customer with instructions on how to begin the retention phase of treatment to retain the progress they've made with treatment, therefore, Candid considers their treatment to be complete at this time.

• Initial Complaint

  Date:11/27/2023

  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 made my initial investment in Candid in 2021.On 15-Nov-2023 I did a scan as scheduled, and was on my last aligner, but my teeth are not aligned.Usually, they would send a response by the following day.This did not happen, so on 17-Nov-2023 I tried to login to my account only to receive a message stating that my account was not found.I sent an email to the following address with all of this information.(************************************************,************************************,*****************************************,********************************************,****************************************).I had received no response by 20-Nov-2023, so sent a second email.I had received no response by 21-Nov-2023, so sent a third email.On 23-Nov-2023 (Thanksgiving Day) I received an email from ******* @ Candid stating that I should transition to the retention phase.I responded that I did not want to retain unaligned teeth!On 27-Nov-2023 I received this response:This is ******* from the Candid Care Team. I hope that your day is going great so far! I understand that you have expressed an interest in pursuing further treatment to fix that one tooth that is still not straight.. Historically, we have been able to accommodate such requests; however, we are no longer able to do so. Candid ceased its operations in the direct-to-consumer aligner business in March 2022. We have had the privilege of providing continued treatment to our long-standing patients at no additional cost since then. However, as of September 2023, we regret to inform you that we will no longer be able to continue offering these services.To ensure the continuation of your orthodontic care, we strongly advise you to consult with a local dentist or orthodontist who can provide you with the necessary guidance and treatment options. 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.

  Business Response

  Date: 12/11/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally started aligner treatment in September, 2020 and they have received a total of 28 aligners throughout their original treatment and their refinement 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. This section of the consent form has been attached to this response. In this case, the customer has reached the end of their aligner treatment as prescribed by their treating orthodontist but they are not satisfied with the final result. Candid will review this customers treatment concerns with their treating orthodontist to determine if a refund is a reasonable solution based on their end of treatment results and Candid will contact the customer via email once we have next steps to share with the customer.

  Customer Answer

  Date: 12/14/2023

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

  "I have recently discovered that this option was previously available, though it was not presented to me until I contacted the Better Business Bureau.

  Moving forward, I would appreciate it if all communication regarding this matter were conducted exclusively through the Better Business Bureau.

  Thank you for your understanding."

   

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

  Business Response

  Date: 05/01/2024

  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 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. 

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable.
  Standing by for further instructions as you have mentioned.
  
  Sincerely,
  
  ***********************