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:10/10/2023

  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 started with Candid 9/23/2021. I paid $ upfront and took a loan with Allegro credit to pay the remaining, which then got transferred to Synchrony and I am STILL paying this off. I dealt with a random dentist who very quickly sold me the plan. She said my satisfaction is GUARANTEED, and that in those 7 months, my teeth will be straight. She assured me that if by the end of treatment, my teeth werent straight or I wasnt happy, they would continue to do corrections and send me aligners until I was satisfied. However, around March or April, my teeth stopped shifting, I started getting plaque on the crooked teeth, in which I was sent notices by the dentist/orthodontist that I were to go see a dentist to take care of my plaque. I do not have a dentist which was the whole appeal of Candid, and I got checked out and approved by a dentist prior to treatment. I was then sent a notice on the app that I was finished with my treatment. But I never finished the plan! My bottom front teeth were still very crooked, nothing shifted! And now I have plaque! That was the MAIN and SOLE reason for signing up. I tried to contact them to try and find a solution however they changed their whole model and I am no longer interested as this is not what I signed up for. I would have to see an orthodontist that worked with candid in my area however I dont have insurance. Candid most certainly did not hold up their end of our agreement and I refuse to continue paying for a service that is not even available anymore. However I cant get in contact with anybody! It wont even show the old orthodontist information. For all I know, she wasnt even real. I need my refund as soon as possible and payments to be stopped immediately.

  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 with Candid 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 a total of 22 hours per day. Candid customers are required to take periodic scans using Candid Monitoring so that their treating orthodontist can track their progress remotely and ensure that the teeth are moving safely as planned. Orthodontic aligner treatment can only address certain dental problems relating to tooth positioning, however, aligner treatment will not address oral health issues such as plaque or calculus on the teeth. The presence of calculus build up can prevent teeth from moving as planned and this customers treating orthodontist determined that a dental cleaning was necessary to remove the plaque so that the customer can achieve the best clinical result. The customer was advised to follow up with ********************** after the cleaning was complete so that treatment can resume. A copy of the email sent to the customer on 8/4/2022 has been attached to this response. The customer did not follow up with ********************** as instructed and this is why their treatment has not been resumed. If the customer has completed their dental cleaning then we can proceed with the remaining steps in their treatment plan. In addition, once the customer is finished with the final aligner step 16 then they can be evaluated for a refinement to further align any teeth that have not moved as planned. Candid strongly encourages the customer to reopen their ********************** app in order to resume scanning on their current aligner step. In this case, a  refund is not a reasonable solution because the customers treating orthodontist gave instructions for the customer to receive a dental cleaning and then follow up afterwards to resume aligner treatment. 

• Initial Complaint

  Date:10/05/2023

  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 paid **** for aligners in August 2021. All was well until I got half way at about tray ****. There was no progress for months. When I would scan my teeth, I would have to continue the same trays. By the time I got to 11, it was loose and literally falling out of my mouth, I moved on to 12 and they were so small. Wouldnt fit my teeth and were very flat where the back teeth were. It did not have the same depth as all of my earlier aligners and couldnt snap in place. They was clearly an issue on Candids side with the product provided to me, I reported the issue and over the year, I sent in multiple Impressions, all of which were denied. They offered to send another a larger kit around July 2022 which I never received. I was also told to have the impressions done by a professional and update ********************* intake for my dental health. By this time, Id lost my job and had no insurance. I was past due for a dental exam and cleaning. I decided to wait until I could get my teeth looked at to proceed with service, which was required for me to continue anyway. I was never told anything about a *60 day policy. It appears to be a new policy and they are basically applying it to me. I was told that they could complete service at their discretion. My bite is off and teeth partially shifted. What ortho would end service when it has not been completed? I was told the ortho can decide if ai dont need additional treatments. The guarantee is supposed to be for additional treatment. I explained I dont need additional treatment. I just want my original treatment. I have been still wearing the #** trays to keep my teeth from shifting, its been a while and they are starting to fall apart. I just what what I paid for. Their guarantee for the result is a reason I picked them, but they have changed the company policy and applying it to me, even though I just want to complete treatment. I still have a bunch of trays that dont fit in my mouth that I paid over 2k for.

  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 on September 9, 202o and they had a total of 16 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. This customer experienced fit issues which prevented them from being able to finish their entire treatment plan. Candid attempted to work with the customer on designing new refinement aligners but we require new diagnostic photos and impressions in order to create new aligners. Each time the customer has tried to submit new impressions they were not viable to be used for a new treatment plan. In addition, the customer has not contacted ********************** in over a year to take new impressions so their case has now expired. At this time, Candid is no longer able to offer additional refinement to this customer but we are able to offer a full refund to the customer for what they paid for treatment. Our records indicate that the customer originally financed their aligner kit, therefore, Candid has the ability to offer a refund via direct deposit instead. Candid will contact the customer via email to assist them with receiving a refund since the customer was not able to complete treatment.

  Customer Answer

  Date: 10/31/2023

  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:09/15/2023

  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.

  Do yourself a favor and use another provider!!I visited a Candid office in ******* where a scan device was used vs a mold kit in May 2021. The experience was great, and I received my kit after two weeks. My treatment was a 16-step process. All was going as expected until Step 11 where the aligner was deformed (too tall) for my left bottom canine. This kept the bottom aligner from seating correctly and correctly aligning my teeth. I notified Candid of the problem and sent photos on 10/24/21 and again on 11/23/21. Their response was to proceed with the treatment. Every step following step 11 had the exact same issue with the bottom aligner. I finished my treatment in Jan of 2022 with a final aligner that doubled as my retainer, still with the same issue. I contacted Candid the first time about my retainer cracking and denting causing rubbing/bleeding in my mouth on 2/13/22 and then again on 4/8/22. Both time I was told they were sending a mold kit to replace my retainer. Nothing was sent either time. I tried to accept the fact that they were ignoring their mistake. The disformed aligners had cause one of my lower teeth to rub the back of an upper, meaning that every night that lower tooth would move forward just to be pushed back throughout the day. It is painful and has caused the tooth to become loose. I reached back out to several different agents on 5/1/23 and 6/2/23, spoke to multiple agents, and all were completely careless and rude. I asked multiple times for the convo to be escalated (I NEVER DO THIS) and they REFUSED!!At this point, after paying thousands of dollars to straighten my teeth I am stuck with a tooth that will eventually fall out and constant pain or pay another provider thousands to the job correctly. This could have all been avoided if I were taken seriously when I reached out at Step 11 of 16. This company does not care about you as a patient, and they literally erase you as a concern as soon as treatment is "complete".

  Business Response

  Date: 10/12/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally started treatment with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a total of 14 days for 22 hours per day. This customer did contact ********************** to report issues with their treatment as they mentioned. Candid advised the customer that we can create a new custom retainer for them based on the current positioning of their teeth but we will need new diagnostic materials in order to design the retainer. The customer was advised on June 6, 2023 that ********************** would be able to start the process of designing a custom retainer but we ask that they have a dental checkup with their dentist prior to taking impressions. A copy of the email sent to the customer has been attached to this response. If the customer has already visited their dentist then Candid would be happy to assist them further with getting a new custom retainer that will not cause irritation or discomfort. Candid strongly encourages this customer to contact our support team via Live chat on the Candid app or they can email ************************************ in order to get started. Candid will ask the customer to take new photos and impressions at home and then we will design a custom retainer for them.

  Customer Answer

  Date: 10/13/2023

  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:

  There was never an offer made to correct the aligners during my treatment and was told to proceed. After my treatment was complete and multiple calls to Candid, they did offer to send a mold for a new RETAINER. I explained that a new retainer is not going to correct my bottom tooth being too tall causing it to rub the back of my top tooth and push the bottom tooth back throughout the day only to move it again at night (caused by error in my aligners). Additionally, I was told that the mold kit would be sent twice, I never received it either time. After spending all day with multiple reps at the number Candid is still suggesting me to call, their response was that they would remake my retainer. I explained countless times that this was not going to fix my issue, I asked that my call be escalated multiple, the request was literally refused, and then I received the email requesting that I go to the dentist. At that point, I am done talking to a brick wall and decided to deal with the issue through the BBB. 

   

   

   

   

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

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

  Business Response

  Date: 10/27/2023

  The offer to create a new custom retainer for this customer still stands and we believe this is a reasonable solution based on the customers complaint that their aligners are causing discomfort. The custom retainer that Candid will design for the customer will be based on the current positioning of their teeth at this time and it will allow the customer to retain the progress that they've made during aligner treatment without experiencing discomfort. In addition, the consent form that the customer signed when starting aligner treatment states that results of orthodontic aligner treatment are not guaranteed and there are risks and limitations to treatment including discomfort. A copy of the consent form showing the risks and limitations have been attached to this response. As previously stated, Candid would be happy to assist the customer further with getting a new custom retainer that will not cause irritation or discomfort and it will allow them to retain their progress. Candid strongly encourages this customer to contact our support team via Live chat on the Candid app or they can email ************************************ in order to get started.

• Initial Complaint

  Date:09/05/2023

  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 started Candid in October of 2021 after sending in initial impressions of my mouth and being accepted as a patient. I paid $2199 for my first set of 16 aligners. At the end of treatment my bite was not aligned and extremely uncomfortable so I requested refinements to which they obliged. I received another set of 10 aligners which were painful to switch out. I began leaving each aligner in longer to mitigate the discomfort, which Candid never said anything about. When I went to send in my last scan, Candid had stopped monitering me. I reached out to customer service the next day and they told me that since I had not done a scan or communicated with them in 56 days, my monitering had been stopped, the orthodontist had closed my case, and there was nothing they or I could do. I reiterated multiple times I did not know about the 60 day rule/limitations to their service and I got absolutely no warning they were going to stop my monitering. I explained to that I am having serious issues with my teeth caused by my aligners and their response was that the cancellation of my account is a decision that cannot be changed. My teeth are worse than when I started treatment. I have frequent headaches, and my bite does not go together. I have holes in my retainer where my teeth rub and I am scared of chipping them when I eat. After I talked to customer service I went for a consult at a local orthodontist who told me that my midline was misadjusted, my teeth were over crowded, and this could not be fixed by aligners. He said I should not have been considered a candidate in the first place, and that I was not even a candidate for braces until I get my wisdom teeth removed due to the overcrowding. He also said he was not sure how my orthodontist repeatedly overlooked this, as it is a serious problem. I am very upset that Candid took my money despite all of this. No reputable orthodontist or business would do so.

  Business Response

  Date: 10/12/2023

  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 a total of ******************* their treatment plan. Each aligner 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 using Candid Monitoring so that their treating orthodontist can track their progress remotely and ensure that the teeth are moving as planned. At the end of treatment, Candid customers have the option of requesting additional treatment with refinement aligners if they are not satisfied with their end of treatment results. This customer did contact ********************** at the end of treatment and they received an additional set of 10 aligners. Our records indicate that the customer did not contact ********************** about the discomfort they were experiencing with their 2nd treatment plan and they did not follow the prescription for taking scans every 14 days. When a scan is not taken after 14 days, a notification is sent to the customer on the ********************** App that reminds them to take a scan. In addition, the consent form that the customer signed when starting treatment with Candid 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 this section in the consent form has been attached to this response. Our records indicate that the customer did not contact ********************** to report that they were having issues with treatment until August 28, 2023 but they had not taken a scan since May 13, 2023 which means the customer waited 3 months before contacting Candid to report issues. At this time, Candid is no longer able to offer additional treatment because the prescription was not followed. The customer is still able to order retainers online at ********************************************************************** or by contacting our support team via Live Chat on the Candid app in order to retain the progress they've made with treatment. 

  Customer Answer

  Date: 10/19/2023

  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 did not file a claim to obtain any additional treatment with Candid. I am seeking a refund. After Candid refused to continue my incomplete treatment, I went for a consult at a legitimate orthodontist, as the misalignment of my teeth is causing me great discomfort. The orthodontist said that I should not have been considered a candidate for aligners in the first place, as my issues are too significant. I am not even a candidate for regular braces until I get my wisdom teeth removed because my teeth are so overcrowded.

  I was obviously upset that Candid left my treatment incomplete and had failed to treat the serious alignment issues over the span of 26 aligners. However, I am far more upset that they accepted me as a customer with there being no chance of correcting my teeth and alignment issues to the extent needed. This is both preditory and incompetent. I paid to have my teeth corrected, which is not possible through Candid, no matter how many aligners or refinements. It is an absolute scam that Candid took my money for a service that they knowingly could not provide.

   

   

   

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

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

  Business Response

  Date: 11/02/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. As previously stated, the consent form that the customer signed before starting aligner treatment states that the customer acknowledged that "the results of orthodontic aligner treatment are not guaranteed" and "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 **************". Our records indicate that the customer did not contact ********************** about the discomfort they were experiencing with their 2nd treatment plan and they did not follow the prescription for taking scans every 14 days. The customer did not contact ********************** to report that they were having issues with treatment until August 28, 2023 but they had not taken a scan since May 13, 2023 which means the customer waited 3 months before contacting Candid to report issues. At this time, Candid is no longer able to offer additional treatment because the prescription was not followed. The customer is still able to order retainers online at ********************************************************************** or by contacting our support team via Live Chat on the Candid app in order to retain the progress they've made with aligner treatment.

  Customer Answer

  Date: 11/15/2023

  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:

  To whom it may concern:

  Unfortunately my complaint has been closed, as I did not respond in the allotted time, however, the business still has not addressed my complaint.

  In my initial complaint, I explained the entire timeline of my interactions with Candid ** in great detail. I explained that when Candid ** terminated my treatment, I went for a consult at a local orthodontist, because my teeth still needed to be fixed, despite 26 sets of aligners. At said consultation, I was informed that my midline was misadjusted and my teeth were very overcrowded. I was also informed that this was a serious problem, and not something that could be fixed by teledentistry and clear aligners. This being said, I then filed my complaint for a refund, because Candid ** should have never taken my money in the first place. I basically paid them $2199 to move my teeth around, and not correct any of the alignment issues, that I will now have to pay another orthodontist to correct. Their responses have only said that I am not eligible for additional treatment which is absolutely not the resolution that I asked for or wanted. They have not addressed accepting me as a customer despite my issues being beyond what they were capable of treating. Candid ** essentially led me to believe that I was a good candidate for their treatment, when in reality, I was not at all. I am very upset about the time and money I wasted on their very deceptive product. 

   

  Thank you very much for taking the time to read this. 

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

  Reference ID #********

   

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

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

• Initial Complaint

  Date:08/30/2023

  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 treatment in May 2021. The policy in place at that time was a guarantee of unlimited refinements. I have just finished my 2d refinement and my bottom teeth are still not straight. Upon requesting a third refinement, I was told the policy had changed to cap refinements to a maximum of 2. The unlimited refinement policy was important to my initial purchase decision and I was never informed of this policy change nor did I agree to it. The chat agent stonewalled my questions about this change and implied my biology was to blame. I feel that candid is not honoring the terms of our agreement.

  Business Response

  Date: 09/27/2023

  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 May 11, 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 August 27, ****************************************************************************** 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.

  Customer Answer

  Date: 10/11/2023

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

  The business said that they would contact me via email to resolve my complaint. I have given them over a week to do so, but they have not yet contacted me.

   

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

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

  Business Response

  Date: 10/26/2023

  At this time the customers treating orthodontist has not finished reviewing their case to determine if they will benefit from additional treatment with refinement aligners. Candid will contact the customer via email as soon as we have an update on their case.

• Initial Complaint

  Date:08/23/2023

  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 was given 6 month treatment plan but it turned into an over 2 year plan Treatment plan. My teeth are better but are not straight. Huge lack of follow through by employees. When I let them know, my teeth still were not straight after my 2nd set of refinements, they told me they are done working with me, and they won't provide anymore service. No more discussion. They do not honor their guarantee and their ortho's seem to be the bottom of the barrel. I spent around $2000 with this company.

  Business Response

  Date: 09/27/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally started treatment with Candid in May, 2019 with a total of ******************* their aligner kit. The customer also received additional treatment with free refinement aligners once they finished the first 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 with Candid Monitoring so that their treating orthodontist can track their progress during treatment and also ensure that the customers teeth are moving as planned. Our records indicate that this customer began receiving notifications to take scans with Candid Monitoring on July 8, 2021 and they continued to receive notifications to scan until July 28, 2022 but they did not take any scans. This means that Candid was not able to track their progress or determine if the customers teeth are moving properly which could result in unsatisfactory results. The consent form that the customer signed when starting treatment with Candid 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 that section from the consent form has been attached. Candid has determined that the customer is not eligible for additional treatment because they did not take scans during treatment as instructed by their orthodontist.

  Customer Answer

  Date: 11/21/2023

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

  The company states I did not send photos in.

  I sent them numerous photos of my teeth and my progression over the years.

  The ortho never had a conversation with me regarding "scans".

  An employee mentioned scans were an option but that was something I could NOT do without tools provided by them. They never provided tools, nor followed up regsrding this. I do not believe scans were even an option when I started with this company around 4 years ago so I could not have signed anything stating such.

  What they sent as their proof is a paragraph in 1 document along with my typed name in another document.  Anyone could type my name in on a line and this "document" is stand alone with no contract attached to it, just a typed name. This is hardly proof.

   

  However,  they do claim to work with the client throughout the process and include any refinement needed. It's right on the website. 

  My last refinements were sent and ***** followed up with me at all. I wore them for an extended length of time as I was advised by the customer service team when I ordered them. I called when I felt I was sure they were not going to straighten any further. This refinement process took about a year because of the extended wear time for each set.  

  Each time you speak with them, they seem confused and have no idea what the last person said so it's no wonder noone ever followed up if they had wanted scans. 

  Their documentation is weak at best and they clearly do not have my signature on anything binding. 

  Thank you,

  *****

   

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

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

  Business Response

  Date: 02/06/2024

  The customer has stated that ********************** forged their signature on their consent form, however, this is not true. Each consent form is completed and the customer signs the form using an electronic signature in which the customer must type in their name and submit the form within their on personal account. A photo of the acknowledgement portion of the consent form along with patients electronic signature has been attached for reference. 
  
  When the customer started their most recent treatment plan part of that prescription included using Candid Monitoring which allows the customers assigned orthodontist could monitor their progress by having the customer submit scans every 14 days to monitor their progress to ensure that the aligners were seated and tracking properly before moving on to the next step. A scan box and cheek retractor (Listed as Dental monitoring bundle) were ordered upon approval of the patients refinement treatment plan, Prior to the shipping of those items an email was sent to the customer on 6/21/2021 letting them know they would be receiving these items and not to use them until they received their new aligner kit. A copy of this email was attached in the previous response. The scan box and cheek retractor were shipped to the patient via *** on 6/22/2021 and delivered to the patients address on 6/26/2021, due to the time that has passed we are not able to view the proof of delivery on ***s website after 120 days however, we are able to provide a screenshot of the order and shipping information. This been attached along with a copy of the activation email that was sent to the customer on 7/8/2021 with directions for how to download the app needed for Candid Monitoring to be set up. The customer did not activate the app, complete any scans even after receiving their new aligners or reach out to our support team for assistance.  Even though the customer was not required to take scans during their initial treatment, they were required to take Candid Monitoring scans as part of their refinement treatment and this is why Candid mailed the customer a ********************** Monitoring bundle as part of their new prescription. At this time, Candid has determined that the customer did not follow the instructions provided to them and their treatment is complete. 

  Customer Answer

  Date: 03/06/2024

  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:

  Unfortunately they can tell all the lies they want and not be held accountable.  They just make excuses. They are dishonest.  I never signed plans and never received a scan box. They say in their defense letter that they were to follow up with me every 14 days. They NEVER did so, not even one time, which is why we are in this situation.  Had someone reached out, they would have known I didn't know about or have a scan box in my possession.  Noone cared enough to do their job and now I'm out the money. A business like this should be held accountable. It's sad that they are not willing to honor their claims of giving you straight teeth. Just another dirty, scamming company lacking integrity polluting the world. 

   

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

  
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• Initial Complaint

  Date:08/15/2023

  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 started with Candid in November 2021. I paid $2000 upfront, dealt with customer service on the phone who sold me the plan. I probably never wouldve done anything over the phone like this for that much money, however, the policy at that time was that satisfaction was guaranteed. That, if at the end of treatment, my teeth were not straight or I was not happy with it, they would continue to do Corrections and send me aligners until I was satisfied. However, at the end of treatment in April 2023, I was sent a notice on the app that I was finished with my treatment. The problem was, my bottom front teeth were still crooked! That was the problem area that I had mainly signed up in order to straighten to begin with. When I contacted them to tell them that I was not finished, they informed me that they had changed their model, & no longer did direct to consumer They said that I would have to see an orthodontist that worked with candid in my area. They sent me an email later that said upon review, I was indeed finished. I didnt accept that answer, and called them back and talked to another customer service rep. *** informed me that the problem with my case was that they had no orthodontist located in my state, so they couldnt treat me anymore. I explained to her that when I purchased the plan, there was no orthodontist, and that I should be grandfathered in to continue to receive correction aligners until my teeth were straight. *** said that she would get back to me Via email or phone call. That was the last I ever heard from her, she never got back. I got onto the Better Business Bureau site to see if anyone else had this issue, and was not shocked to see that there are tons of people who have the same issue I have! Candid needs to either continue to send me aligners that will straighten my teeth and work with an orthodontist in my area at their expense, or refund me my $2000.. Because they certainly did not hold up their end of our agreement.

  Business Response

  Date: 09/07/2023

  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 11/16/2021 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 22 hours per day for 14 days unless otherwise directed by their treating orthodontist. Our records indicate that this customer finished aligner treatment on step 15 in April and they contacted our support team on 5/9/2023 to request additional treatment because they were not satisfied with their end of treatment results. The customer was advised that ********************** no longer has a licensed orthodontist in their state, however, that information is not correct. Candid does still have a licensed orthodontist in their state and we are able to evaluate the customer for additional treatment with refinement aligners. Candid has reopened their case and the customer will be able to submit new diagnostic materials to be evaluated for further treatment. Candid will email the customer with instructions for starting the refinement process. The first step in the refinement process for the customer is to submit a new consent form by logging into their customer portal with this link here: *******************************************. Once the customer has signed a new consent form, they will receive a new impression kit shipped to their address within 5 business days. The customer be required to take new impressions and photos at home in order to be evaluated for additional treatment. Candid will use the new photos and impressions taken by the customer in order to determine if they will still benefit from further treatment and those materials will also be used to design a new treatment plan for the customer.

• Initial Complaint

  Date:08/08/2023

  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.

  Although I had progressed in my treatment, they decided to discontinue, although previously they told me I had the right to the second step of the refinement. After sending the impressions, they told me simply they will no longer keep my treatment because my former dentists left the company and bla bla bla. Therefore, I don't think you can trust them long-term and my results were not achieved.

  Business Response

  Date: 08/22/2023

  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 June, 2021 with a total of ******************* 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 have the option of requesting additional treatment with refinement aligners if they are not satisfied with their treatment. In this case, the customer did request additional treatment and they received an additional set of ********************************************************************************* March, 2023 but the customer was still not satisfied with their end of treatment results. Candid was working with the customer to design another treatment plan, however, the treating orthodontist for the customer has left the ********************** network and we no longer have a licensed orthodontist to finish treatment. In this case, Candid will work with the customer to provide a refund since they did not achieve the results that they were looking for. Candid will contact the customer via email to begin our refund process.

• Initial Complaint

  Date:08/07/2023

  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.

  Order placed for retainers on 06/06/2023 and charged by company for 99 for service. Anticipated TAT is 3 weeks. This is my fourth order of retainers and I need to call or email following up on retainers. It has become increasingly difficult to reach a representative to understand the status of an order. I have been calling and using chat now to follow up and cannot reach a representative. I need to change my retainers every six months or the treatment becomes in effective and the teeth misalign. There is no visibility for the status of this order on the website. I cannot reach anyone now and my retainers are 8 months old. I invested a lot of money into this treatment and I cannot even get in touch with anyone but I paid for this order of retainers two months ago.

  Business Response

  Date: 09/11/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer ordered a retainer from ********************** on 8/9/2023 and it was shipped to the customer on 8/25/2023. Most retainer orders are produced and shipped within 2-3 weeks and this order was shipped within that timeframe. The tracking number for the order is #****************** and it was delivered on 9/1/2023. A screenshot of the tracking from the *** website including the image of the package delivered at the door has been attached to this response. 

• Initial Complaint

  Date:07/26/2023

  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.

  Ive been working with candid for awhile now, I got my candid impressions done at a candid studio and was not happy with my ending result , I opted for refinements due to my bottom teeth still not being straight . The candid studios then shut down and I was forced to do impressions for refinement manually . Its been almost all of 2023 of me being denied impressions due to a specific wisdom tooth not being captured , yet upon me looking at my last retainers that wisdom tooth is not fully captured in any of the retainers. And upon showing the orthodontist this via pictures I was told to try again to get a LITTLE bit more of an impression. *** tried doing this multiples of times and refinements are still being denied due to that specific tooth , Im confused on why candid is trying to get my to scan a tooth they could not even fully capture , and will not send me any resolutions beside doing it over and over . Its been almost 6 months and I am done , I would like my money back so I can straighten my teeth else were . It is completely ridiculous ,

  Business Response

  Date: 08/08/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid has relayed this customers treatment concerns to their treating orthodontist and the decision has been made to offer a refund to the customer. ********************** will contact the customer via email to assist them with our refund process and we will ensure that any additional concerns are addressed.