Complaints

This profile includes complaints for Candid's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Candid

  44 West 28th Street Floor 14 New York, NY 10001

  
• 

  Candid

  500 Westover Dr PMB 18459 Sanford, NC 27330-8941

• 

  Candid Care Co. - Los Angeles - West Hollywood

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/27/2023

  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 was offered refinement aligners after my initial treatment did not straighten my teeth. I was sent the kit to get molds of my teeth for new aligners which I sent back to the company and was informed that they would no longer be providing the refinement aligners. The company stated the reason was that I did not return the molds within 30 days. This requirement was never communicated to me be the representative who told me I could get refinement aligners. The only reason it took me longer than 30 days to return the molds was I was getting some fillings and wanted the new molds to match the new dental work. The rep at Candid told me that because I did not inform them that it would take over 30 days to return the molds that it is their policy to not provide the refinement aligners. I had continued wearing my aligners over 22 hours a day and was ready to get the refinement aligners and complete the process.Candid marked my case as successfully completed. My teeth were never straightened. All of the money I sent this company was a waste because now I have nothing to show for it. This company is a scam. At a minimum they should correctly mark my file that they refused to complete my treatment instead of marking it successful. Ideally they would make good on their original promise and actually provide a complete treatment, but based on my experience so far it is obvious that they have no regard for their customers.

  Business Response

  Date: 12/21/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer was informed that they would have 60 days to submit all of their diagnostic materials for refinement evaluation so that Candid could assist them with receiving additional treatment. An email was sent to the customer on August 18, 2022 that outlined all of the requirements including submitting a new consent form, submitting new photos, as well as submitting new impressions and those diagnostics were required to be sent within 60 days as highlighted in the email. A copy of the email sent to the customer has been attached to this response. In addition, the consent form that the customer signed when starting aligner treatment states, "Treatment with aligners and/or whitening treatment is a process that involves both me and my treating provider, as well as all of the staff and technicians involved. I agree that I will reasonably cooperate with instructions given to me, including regarding such matters as when to change aligners; when to stop treatment; to provide follow up photos or other information as needed; and other matters. I also agree that if I am having issues I will contact my provider or Candid support at **************". A copy of the consent form has been attached to this response. In this case, the customer did not supply ********************** will the required diagnostics in order to be evaluated for further refinement aligners and we have determined that their treatment is complete for this reason.

  Customer Answer

  Date: 01/05/2024

  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]

   

   I am aware that you marked my treatment as complete. If you refused to complete it, then how can you consider it complete? I guess you can just get away with it because I missed an email. I deeply regret wasting my money on your services that you declined to complete. Please correctly mark my file that you refused to complete my treatment because I took too long to send in the impressions. I provided every single photo you ever asked for so I am not sure why it sounds like I didnt. Your company is a scam and I hope it fails.

   

   

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

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

  Business Response

  Date: 04/25/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customers account was marked complete based on their previous treatment plan that was successfully completed. The additional aligner case that was opened was automatically cancelled due not all materials being received within 60 days of the request for additional treatment. 
  
  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 under the name CandidPro. 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. 
  
  As of December 31, 2023, our direct-to-consumer business came to a close and we are no longer offering any additional treatment. Customers will need to contact a local dentist or orthodontist for any additional treatment and/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: 04/30/2024

  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:

  Candid did not complete the treatment that I originally paid for. If they are not able to complete the treatment, I need a refund so that I can have my teeth straightened using my local orthodontist. I paid to get my teeth straightened and they did not hold up their side of the deal. 

   

   

   

   

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

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

• Initial Complaint

  Date:11/22/2023

  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.

  At no point prior to purchase was I informed that I would have to download an app to track my aligners. Only after paying 3.5k was I informed of this and was told that the app was not available to download on my phone. Additionally, there is no information on Candid's website listing which devices are compatible with the app and they never responded to my orthodontist's many calls looking to resolve this issue.

  Business Response

  Date: 12/06/2023

  This customer originally purchased aligners with a CandidPro provider office ****************** - *******. The CandidPro office can be reached at phone number **************. The CandidPro provider is legally and clinically responsible for this customers aligner treatment, which also includes any clinical decisions or additional prescriptions. The provider may determine that the customer can submit progress photos during treatment via email but that is not a decision that Candid can make. Candid was only the manufacturer of the aligners, therefore, we are legally unable to make changes to the prescribed treatment. Candid strongly encourages the customer to contact their ************************* provider for further guidance on taking progress scans or photos.

• Initial Complaint

  Date:11/16/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started my journey with Candid Aligners around 2 to 2.5 years ago. In that time, I have done 3 total treatments with them after initially paying outright for treatment that was guaranteed to straighten my teeth until they were done. I have now recently finished the 3rd set of treatment, with the straightening of my lower teeth still being unsuccessful. After contacting Candid to start the next round of treatment, I was told that they would not honor the contract they had given me at the beginning of treatment, saying that by paying outright, they would continue treatment until my teeth were straight. This is a wildly disappointing outcome, considering my high initial investment, the sheer amount of time I have spent in these aligners, and the number of tries they have had to do a relatively simple orthodontic procedure.If I had known they would fail me like this, I would have taken my business elsewhere. If I had also learned they would not continue my treatment despite my upfront payment, I would never have even looked their way twice.

  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 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. This section of the consent form has been attached to this response. At this time, Candid will review this customers treatment concerns with their treating orthodontist to determine the best course of action based on their end of treatment results. If the customer is approved for additional refinement then Candid will assist the customer with starting that process, however, if additional treatment is not possible then Candid will work with the customer on an alternative solution with a refund since they are not satisfied with their end of treatment result.

  Customer Answer

  Date: 12/14/2023

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

• Initial Complaint

  Date:11/14/2023

  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.

  My treatments included a 12-step kit of aligners. I am missing MULTIPLE steps and contacted the company about getting replacements. Replacements were supposed to be sent out but I never got them and was told to wear "Step 5" until 6 through 8 arrived. I did so but they never arrived! I tried to use the app to contact them again but could not log in until I received an app update today where it noted the remote orthodontist was no longer monitoring my treatment. I paid $6,737.53 and this is a lot of money! I feel as if I got ripped off nearly $7,000 - and I am completely out of luck. No one ever called me to check in so I figured they were still making the alligner replacements, but I don't know what to think now that I am able to log in for the first in a long time into the app/website. This is a terrible company that steals money from hard-working individuals and does not care to check in on them. I followed all the rules as per the compliance agreement and was simply waiting for my replacement aligners to continue my treatment. I need a refund to seek orthodontic care elsewhere or to complement my current treatment.

  Business Response

  Date: 12/08/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally purchased aligners with a CandidPro provider office *******************. The CandidPro office can be reached at phone number **************. The customer should've received an aligner kit with a total of 12 upper and lower aligner trays, however, they claim that they were missing aligner steps 6,7,8 in the aligner kit. At this time, Candid has ordered replacement steps 6,7,8 and our records indicate that the customer should be wearing aligner step 7 now. The most recent order that Candid submitted for the customer was shipped on 11/15/2023 and it was delivered on 11/28/2023 per tracking #******************. The customer was informed of the order and should've received a confirmation email including that tracking number for their own records. Since Candid was only the manufacturer of the aligners, we are legally unable to make changes to the prescribed treatment and we are not able to offer a refund since we did not receive payment from the customer. Only the provider can offer a refund since all payment is made to the original CandidPro office that prescribed treatment.

• Initial Complaint

  Date:11/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began a treatment plan with Candid ** in March of 2020 to obtain retainers. I have proceeded with the plan. When we arrived at the "finished" stage, I needed further refinements to get my teeth exactly where I wanted them so we proceeded with these, however the in person studios had all closed down so already the service I purchased, which was at home care with in-studio availability, has been changed. I went forward with the at home refinements though I had to take extra time to do so since they rejected my first set of impressions. The reason I wanted to join through the studio in the first place was so that they could handle all of that upfront, and I wasn't left to my own devices to obtain medical grade dental impressions, as I am obviously not a qualified professional. I tried to raise a complaint with the company directly during this period of time, but was not offered any type of compensation for the office shut downs or the new terms of my treatment that I had no choice but to accept if I wanted to achieve the finished result (which I had already paid aroudn $2150 for). Month passed and I'm now at the "end" of my treatment but I still have further refinements needed to my orthodontic care, and was told I needed to submit new impressions and photos. I really pushed back on doing impressions at home again since previously it set me back quite a ways having to send, then REsend them due to the nature of the at home kit. Instead went to two different dental offices to try and get a 3d scan to upload, which is what Candid used to offer at the in office clinics. Upon submitting this, I thought I had satisfied the requirements and no longer needed to send photos, since this scan is 3D and more than sufficient to begin creating new molds. However, after failing to receive a new treatment plan in a month, I followed up and was told I still had to submit images, however now my 60 day period for making refinements had passed and they could no longer help me.

  Business Response

  Date: 11/27/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid has assisted this customer with receive additional treatment with new refinement aligners and the customer approved their new treatment plan on 11/21/2023. The customers new aligners entered production on 11/22/2023 and will be priority shipped to the customers address once they finish production. The customer will receive an updated email with the tracking number for their records once the new aligners have shipped. Candid considers this complaint resolved since the customer has received additional refinement and they have approved their new treatment plan.

• Initial Complaint

  Date:11/10/2023

  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.

  IVE USED CANDID DIRECTLY TO ORDER ALIGNERS. MY TEETH DIDNT APPEAR AS STRAIGHT AS I THOUGHT. I ALSO STATED THAT THE BOTTOMS WERE STILL CROOKED. THEY SENT ONLY BOTTOM ALIGNERS. HOWEVER ITS THE TOP AND BOTTOMS THAT I NEEDED. NOW WHEN I INQUIRE ABOUT MY ALIGNERS THEY EITHER DISCONNECT FROM THE **** OR DONT RESPOND BACK. *** BEEN WAITING FOR A SUPERVISOR TO EMAIL ME AND CALL ME AND NO RESPONSE THE **** BELOW IS THE AGENTS NOT RESPONDING TO MY MESSAGES AND ENDING THE ****S. I ALSO HAVE RECORDING OF CONVERSATIONS. SOMETHING IS STRANGE.

  Business Response

  Date: 12/04/2023

  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 in April, 2022 with a total of ******************* their treatment plan. The customer has also received two rounds of refinement aligners, however, the most recent refinement aligners that were produced for the customer were made incorrectly. ********************** has found that an error occurred where only bottom aligners were produced for the customer but they should've received both upper and lower aligners. Candid is currently working with the customers treating orthodontist to recreate their refinement treatment plan so that their plan includes both upper and lower aligners so that they can resume treatment. Candid will contact the customer via email once their new refinement aligners are ready to be pushed to production. 

  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 has not resolved complaint. 

   

  I am still waiting on their response.

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 12/29/2023

  At this time Candid is working with the customers treating orthodontist to update their treatment plan to include both the upper and lower arches. Once the new treatment plan is ready for the customer to approve we will send it via email and then we will push the aligners into production after the customer has reviewed and approved their new plan.

  Customer Answer

  Date: 02/06/2024

  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:11/02/2023

  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.

  Candid falsely stated that they could close my gap in my front teeth and I was using this over a year, and they never completely closed my gap, each set still let a separation. Now they are stating that they can't send out more to complete the job because their policy changed. It was in effect when I started, and never notified of this change. I want a refund, it appears they have done this to many people. I have attached the last conversation I had with them, and **** ended the conversation with no resolution. They only take your money then leave you with incompleteness of your teeth. I told **** that they shoukd honor what I was promised, and that u was never told of their Rule change and should be made whole. Now I want my refund

  Business Response

  Date: 11/16/2023

  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 1/31/2022 with a total of 15 aligners in their treatment plan. Each aligner step is prescribed to be worn for a total of 14 days for a minimum of 22 hours per day. Candid customers are also required to take periodic scans during treatment with Candid Monitoring so that their treating orthodontist can track their progress to ensure that the teeth are moving safely. This customer has also received two additional rounds of treatment with refinement aligners in order to make further adjustments to the alignment of their teeth. In this case, the customer has reached the end of treatment and they are still not satisfied with their end of treatment results after a total of three rounds of treatment and 35 total aligners. The customers main concern that they provided to Candid when starting treatment was, "I have a front gap that I would like to close". Candid has closed the space between the customers upper central incisors and those teeth now meet at the incisal edge, however, when closing the space between the teeth there is a natural space or black triangle near the gum line that can be created due to the shape of the teeth. The 3D treatment plan that the customer approved shows this natural space between the upper central incisors and a screenshot of the final result of the treatment plan has been added to this response for further reference showing the space between the central incisors. In some cases, dental bonding or interproximal reduction are treatment options that a dentist can perform to minimize or eliminate the space at the gum line by reshaping the teeth. The customer states that ********************** falsely claimed that we could close the space, however, the consent form that the customer signed when starting aligner treatment with Candid states that there are several risks and limitations associated with aligner treatment and orthodontic results are not guaranteed. In addition, the consent form states, "Appearance is a subjective matter. Even if the treatment succeeds according to your treatment plan, you may not be happy with the results. In addition, teeth which have been overlapping for long periods of time may be missing gum tissue, and there may be discolored tissue between and/or below the teeth following aligner treatment". A copy of this section of the consent form has been attached to this response for reference. At this time, Candid considers aligner treatment to be complete and a refund is no longer a reasonable solution.

• Initial Complaint

  Date:10/30/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Candid for teeth straitening company. I was told and shown what my teeth would like like when that was completed. We have had to do a couple additional rounds of treatment as my teeth have not been corrected as I was told. However, this time they said they can no longer help because they are now a B2B company. That doesn't negate the contract we have together and I want what I was promised. Not only that, but my teeth have gaps in them that were never there to begin with. I have reached out over the course of a couple months and when they do get back to me, I can never get a phone call only an email saying they can't help anymore due to their new policies and maybe I should seek out a dentist - I have already PAID them to do the job, so they can either continue the treatment as our contract states or reimburse me the monies I paid them and I will go to an orthodontist.

  Business Response

  Date: 11/13/2023

  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 in September, 2021 with a total of ******************* their treatment plan. The customer also received additional treatment with free refinement aligners and they finished their final aligner step 36 on October 9, ****************************************************************************** this case, Candid will defer to the customers treating orthodontist to determine if they will benefit from additional refinement or if they have reached the limitations with remote aligner treatment. If the customer is not able to receive further treatment with more aligners then Candid will work with the customer to provide an alternative solution such as a refund. Candid will contact the customer via email with next steps regarding their treatment concerns as soon as their orthodontist has determined the best course of action.

  Customer Answer

  Date: 11/13/2023

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

  Hello.

  I have read Candid's response and would like a refund at this point. It is true that they have given me other aligners because they provided a video of what my teeth would look like when the process was completed. You can only move forward in the process with THEIR orthodontists' approval and now, they said they cannot assist any longer because they went to a B2B model. Nowhere in the agreement we had did it say, we can just stop agreements when we can to change a business model. PLUS, my front teeth have developed a gap from the last stage that was never there before.

  I have reached out to them tirelessly (I have the emails promising a call from a supervisor), and that never came, only an email from a supervisor that claims they don't have a phone. At this point, my satisfactory will be either for Candid to continue with another round of treatment or refund my money and I will go to a local orthodontist for braces or retainers. I have already spent WAY too much time trying to get resolution from them to only get emails saying they can no longer help which is why I had to get BB involved.

  Please let me know as soon as possible so I can get this process completed.

   ******

   

   

   

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

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

  Business Response

  Date: 12/21/2023

  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 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:10/20/2023

  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.

  In 2021, I purchased aligners from Candid for $2099. Part of their offering was free refinements if you weren't satisfied with the results. Throughout this process I have had 100% of scans on time and worn retainers for at least 22 hours per day, everyday.My first set of aligners was 16 aligners. I was happy with the process and the movement of my teeth, but the end result was my teeth did not match the visual representation of my personalized treatment plan. They sent me new impressions, and a set of 8 new aligners. All a very easy process. Unfortunately, the end result again didn't match what Candid provided me in the app. I asked for refinements and they said there were no orthodontists in my state so they refused treatment. I asked how an orthodontist was responding to my bi-weekly scans if there wasn't one in the state, and that seemed to fluster them enough to talk to me. I have two homes, one in Michigan, where they have an orthodontist, so they sent me impressions and gave me 6 refinements. My teeth have moved but not to match the treatment plan. I need additional refinements. I have called and not been able to get through. Via chat, I was able to contact ***** who told me "As Candid's remote orthodontic services come to a conclusion, we have revised our policy. We will no longer be able to provide more than two extensions for any treatment plan, and this also applies to patients who have already been granted more than two extensions. Since additional aligners have always come at Candids expense and at the discretion of our orthodontists, our existing policy already allows for treatment to be ended by the doctor at any time after the first aligner set."So they have refused treatment yet again. I would like my treatment per original agreement, or return my money. Actually, just return my money as they have made it increasingly hard to work with them.They also changed their website so you can no longer see your account, history, and contracts.

  Business Response

  Date: 11/03/2023

  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. This customer does have a licensed orthodontist in their **************. 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. At this time, Candid will review this customers treatment concerns with their treating orthodontist in order to determine if a refund is a reasonable solution based on their end of treatment results. If the customer is approved for a refund by their treating orthodontist then we will contact the customer via email to assist them with starting the refund process.

• Initial Complaint

  Date:10/16/2023

  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 the company in 2019, specifically to address teeth alignment concerns. I was originally given a the approximation of 10 months time to reach the results I was wanting. It has now been 49 months, and my concern(s) have not been met. I had to make multiple requests through chat (as contact by phone is no longer available). After my 8th request, I was responded to via email - again, I had to make a request for a phone call. I received my phone call and was told that since the company is discontinuing it's remote services, no additional treatment(s) would be available and that a refund is not going to be approved. I have reviewed the original signed agreement with myself and Candid, and do not find anywhere in the agreement that allows discontinuation of services. Furthermore, they have changed their aligner material(s) and forming multiple times over the course of my treatment and changed the "monitoring" portion multiple times. These changes were also not an agreement that was ever made between myself, the candidate and Candid, the company. During the entirety of the treatment, I had performed all expected reviews, photos, documentation and oral care required for treatment. The company changing it's external services should not be something that is defaulted onto the customer. The practice of the company has changed during treatment and the customer is being penalized because of this. A full refund is in order, as the treatment agreed upon has not been upheld.

  Business Response

  Date: 10/29/2023

  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 in 2019 and they have received several rounds of refinement aligners but they are not satisfied with their end of treatment results and they are requesting additional treatment. The consent form that the customer signed when starting aligner treatment states, "Treatment with aligners and/or whitening treatment is a process that involves both me and my treating provider, as well as all of the staff and technicians involved. I agree that I will reasonably cooperate with instructions given to me, including regarding such matters as when to change aligners; when to stop treatment; to provide follow up photos or other information as needed; and other matters". In addition, the consent form states that, "that the results of orthodontic aligner treatment are not guaranteed". The consent form that the customer signed also explains that there are several risks and limitations to aligner treatment. A copy of the consent form that the customer signed has already been provided to the customer via email and the highlighted sections have also been attached to this response. In this case, Candid has attempted to work with this customer to resolve their treatment concerns by providing them with several rounds of refinement and further treatment is no longer a solution. At this time, Candid will review this customers treatment concerns with their treating orthodontist in order to determine if a refund is a reasonable solution based on their end of treatment results. If the customer is approved for a refund by their treating orthodontist then we will contact the customer via email to assist them with starting the refund process.