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:07/24/2023

  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.

  On 09/02/2021, I purchased Candid treatment for $2,400. Over the course of 15 months and two sets of treatments, I noticed that my chewing felt off, and I began to develop gaps that were not there before. One of these gaps is huge and very noticeable when I smile since it is located on the side of my front teeth. I reached out for assistance and requested an additional set of refinements. In response, they sent me an impressions kit and I spent over an hour take pictures and create impressions.Instead of providing the refinements as I expected, Candid suggested that I trim the current aligners and wait for my back teeth to readjust to restore normal chewing which could take up to 16 weeks. I asked if I could simply send in the impressions I had already made to fix the gaps, but they insisted on trimming the existing aligners. I complied even though that meant I had to wear these gaps for weeks.After approximately 12 weeks, I reached out to Candid to inform them that my chewing had improved and I was ready for the refinements. However, to my shock, I was told that my account had been closed. Despite spending two hours trying to explain the situation, I made no progress with the agent, who seemed to respond in a robotic and unhelpful manner. It appears my account was marked as non-compliant during the time I wore the trimmed aligners because I did not receive the scanning alerts.Throughout my treatment, I faced other issues as well, such as receiving defective aligners that caused weeks of delay in my treatment. Although some customer service representatives were helpful, others just don't care. Now, I haven't received a respond from them for an email sent a month ago.

  Business Response

  Date: 08/17/2023

  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 10/7/2021 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 are also required to take periodic scans with Candid Monitoring so that their treating orthodontist can track their progress on each aligner step. 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 results. This customer did receive additional treatment with refinement aligners and our records indicate that the customer finished treatment on 1/23/2023 but they were still not satisfied with their end result. Candid relayed the customers concerns to their treating orthodontist and the orthodontist advised the customer to trim their final aligner step to allow their bite to settle before considering another refinement for the customer. The customer claims that they did perform the trim but they did not continue to take scans with Candid Monitoring so that their orthodontist could track their progress. Candid is still fully committed to resolving this customers treatment concerns and we will reopen their case so that they can be submitted for another refinement. The first step to starting the refinement process will be for the customer to sign a new consent form with this link here ******************************************** and then they will be required to take new photos and impressions. Their treating orthodontist will evaluate their oral health and determine whether or not the customer will benefit from additional treatment with refinement aligners. If the customer treating orthodontist determines that they are still a candidate for treatment then they will design a new treatment plan for the customer. If the orthodontist determines that the customer will not benefit from additional refinement then Candid will work with the customer on an alternative solution such as a refund. 

• Initial Complaint

  Date:07/24/2023

  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.

  I have placed an Order for a new retainer back in June 2nd. I waited a little bit until contacting the company. I reached out finally on July 5th and spoke with ****. He said the company is going through a "shortage" and that he would contact manufacture and call/email me in a day or two. I waited again about a week and then after no contact I reached out again on July 11th and spoke with **************** at which they told me the same thing. In a few days it's gonna be 2 months without wearing my retainers and my teeth it's opening again. I'm afraid that even when the retainers come it won't fit my teeth. I'm regretting choosing you guys. this is a very very inconvenient situation and I feel everytime I speak with someone online they don't really give a **** about you.

  Business Response

  Date: 08/16/2023

  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 on 6/3/2023 for a total of $99. In most cases, retainer orders can be produced and shipped within 2-3 weeks, however, this customer experienced a length delay and the order was not shipped via *** until 7/21/2023. The tracking number for the retainer order is ******************* and our records indicate the package was delivered on 7/28/2023. If the customer did not receive the retainer order then Candid is willing to offer a full refund for the retainer order or Candid can work with the customer to ship them a new retainer with priority shipping. In addition, if the customer has already submitted a claim with *** due to not receiving the package then Candid strongly encourages the customer to contact *** for more information since our records indicate that the package was delivered to the correct shipping address.

  Customer Answer

  Date: 08/18/2023

  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 not yet received the retainers. I contacted candid after realized that it has been delivered I contacted the customer service line and I was informed that was nothing they could do.  If you could issue me a new one would be great!  Im just afraid for the timeline. My teeths been shifting already.  If we could have it shipped to my address ****************************************************************

   

  I had a temporary address on file at which Im no longer there.

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

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

  Business Response

  Date: 08/28/2023

  Candid has ordered a new set of retainers for the customer and it should be produced and shipped to the address ************************************************************************* within 2 weeks. The customer will receive an email with the updated tracking number for the order as soon as the order has shipped. If the customer still has their previous aligners then they could wear a previous aligner that fits while waiting for the retainer to arrive.

• Initial Complaint

  Date:07/11/2023

  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 started my treatment plan which consisted of ** aligners with ********************** on **/28/2021. After the initial treatment, my teeth were still crooked. The box the aligners come in has space for up to 25 aligners. Why would ********************** think the intial plan only needed ** aligners when you can look at aligner #** and see the teeth would still be crooked?I received two refinements and my teeth are still not straight. After finishing my last aligner, aligner #**, I contacted ********************** on 07/**/2023 and asked to receive an addtional refinement but was denied by customer service. ********************** has recently changed their business model from remote monitoring to in-office monitoring. This was the excuse they used to deny an addtional refinement. ********************** cannot abandon their current customers who are on their old business model. I would like to continue my treatment plan, whether remote or in-office, or receive a refund. I paid for good and services and ********************** has failed to follow through.

  Business Response

  Date: 07/25/2023

  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 December 17, 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. At the end of treatment, Candid customers have the option of requesting additional treatment with free refinement aligners. In this case, Candid will defer to the customers treating orthodontist to determine the best course of action. If the customer will still benefit from an additional round of refinement aligners then Candid will assist them with starting that process and we will contact the customer via email. If the orthodontist determines that they will not benefit from additional treatment then Candid will consider an alternative solution for the customer with regards to a refund. 

  Customer Answer

  Date: 07/30/2023

  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 will wait on the response from Candidco whether I will be receiving additonal treatment or receiving a refund.

   

   

   

   

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

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

  Business Response

  Date: 08/14/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid has relayed the customers treatment concerns to their orthodontist and the decision has been made to offer a full refund to the customer. Our records indicate that the customer originally used a card to pay for aligner treatment and we are able to refund back to that same form of payment unless the card is no longer active. At this time, Candid considers this complaint resolved because we have agreed to refund the customer.

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  I have received my refund from Candidco and accept the closure of this complaint.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/10/2023

  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.

  I began candid aligners in 2021. The packaging and customer experience in the beginning was great! However, when I got to the end of my treatment, my front teeth were misaligned, so they sent an adjustment. However, while I was in the process of that adjustment, candid stopped responding and ultimately terminated my account with them. I have a gap in my front top teeth that wasnt there before I started, but every time I tried to reach out to have this corrected, or even to get my final retainer and evaluation, I was ghosted. I sent many emails and made multiple phone calls. I understand that they stopped doing direct to consumer, but I paid $2000 for a service that was incomplete. I wish they would reach out to finish my treatment.

  Business Response

  Date: 07/24/2023

  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 April 22, ***** 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. At the end of treatment, Candid customers have the option of requesting additional treatment with free refinement aligners if they are not satisfied with their results as long as they reach out within 30 days of finishing treatment. This customer did contact ********************** and they received 10 more aligner steps. The customer finished aligner treatment in September, 2022 but they did not reach out to report that they were not satisfied with treatment. Our records indicate that the last time the customer contacted ********************** was on February 1st, 2022. In addition, the customer's treating orthodontist reviewed their results on their final aligner step ********************************************************************************************** order to allow the customer's bite to naturally settle. ********************** emailed this customer with instructions from their orthodontist on August 10, 2022 and a copy of that email has been attached. In this case, the customer does not appear to have followed the instructions to trim their final aligner to allow for their bite to settle. Candid considers this customer's treatment to be complete. The customer can still order a final retainer online with this link here **********************************************************************.

  Customer Answer

  Date: 07/26/2023

  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:

  [Your Answer Here]

  This is not fully incorrect. after my last communication (requesting that I trim the retainers) I was deleted from the app and I could no longer contact anyone from the company. I tried to call, and tried to message, but every message went without response. It was very hard to actually communicate with a real person. I sent a message after I had trimmed the retainers as prescribed, but no one would respond and I was told through the app that my treatment was complete. I feel like I was completely dumped without anyone finishing the treatment or reviewing the results of what happened with my teeth after I trimmed the retainers. Is that really how this treatment was supposed to go?

   

   

   

   

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

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

  Business Response

  Date: 08/10/2023

  Candid has agreed to reopen the customer's case to be evaluated for refinement with additional aligners. Candid will continue working with the customer to ensure that all of their treatment concerns are addressed and we will contact them once their new treatment plan is ready to be approved.

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  I was grateful to finally have a human contact me directly. They were very kind and I am excited to get this gap fixed. I think originally, the timing was just a bit wonky. My treatment was almost finished when they changed their business model from direct to consumer to working through dentists. Im sure it was an oversight.
  

  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:07/05/2023

  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 had a good experience with my treatment plan and customer service until after 2 1/2 years and "completing" my last set of aligners. Unfortunately, Candid created a gap in my top front teeth, between UL1 and UL2. Also, my bottom front teeth were not fixed completely, I still have a twist in LR1. Candid was aware of both issues and told me they could and would fix them. The treatment plan and additional adjustments were meant to correct the issues, and after a year, they have not been corrected. I understand that my teeth may not end up perfect, but when Candid told me they could fix my bottom teeth and fix the gap they created in my top teeth and now refuse to continue any more treatment, which seems wrong and unprofessional. I am now told Candid is no longer going to allow me any more adjustments. This just seems wrong, especially with a gap Candid caused. Please help, I just want the issues fixed and would like Candid to step up and correct any issue they created.

  Business Response

  Date: 07/29/2023

  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 March 31, 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. This customer also received 2 additional rounds of refinement aligners and they finished their final aligner step #** on June 14th, 2023. At this time, Candid will defer to our orthodontist to determine if any additional treatment would be beneficial or if the customer has reached the best possible result with clear aligners. If the customer is no longer eligible for additional treatment then we will contact the customer to provide an alternative solution such as a refund.

• Initial Complaint

  Date:07/05/2023

  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'm filing this complaint because I have not received any response to my recent interactions with Candid support on this matter. After $1800 spent, a full cycle of treatment, & 5 years of back-and-forth with Candid, I have been informed by a legitimate Orthodontist that my teeth are not straight, my bite is off, my top teeth are inverted, & have been quoted $5,000 to repair the situation with 17 more months of treatment. This will cost twice the original amount to rectify this. After getting my initial aligners, I realized immediately that they did not fit my teeth. I had a couple of new sets sent to me, all of which did not fit. I gave up trying for a while, & eventually ended up doing impressions again, getting a whole new set. These finally fit (mostly). I finished my treatment, & was told by Candid orthodontists that my teeth were straight. The soonest I could get to my orthodontist was 2 months out. When I asked Candid for refinements, I was told it had been over 30 days since the end of my **************** would not provide refinements. When I asked how their orthodontists missed such a huge margin of error, I was told they just generally look at my scans, but its up to me to tell them I was unhappy within 30 days of ending treatment. I trusted this company to accurately adjust my teeth. I asked their support team how I can leave a review about my negative experience & they would not tell me. I got pushed to speak with a manager. The manager emailed me stating there was nothing they could do & to just give him the feedback that I wanted to share publicly, but no instruction on how I could leave an actual review. When I replied to the manager (**********), I let him know my concerns & told them I would be filing a complaint. I received no response. I have all conversations saved. At this point I have serious doubts about Candids ability to provide any acceptable dental ***** *** am requesting a refund in full for the ************ I have wasted with this process.

  Business Response

  Date: 07/29/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer started their aligner treatment with Candid on May 1, 2022 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 free refinement aligners as long as they reach out within 30 days of finishing treatment. This customer finished treatment with ********************** in December, 2022 but they did not reach out to report that they were unhappy with the results until March 30, 2023. In this case, Candid would like to offer the customer a full refund since they are not satisfied with their end of treatment results. Candid will contact the customer via email to assist them with receiving a refund.

  Customer Answer

  Date: 08/05/2023

  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:06/28/2023

  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 began treatment with Candid two years ago, in 2021, and I was very excited to see the positive changes in my teeth. I was careful to follow all instructions,but was disappointed at the end of treatment when my bottom teeth were still not quite where they should be.I contacted Candid, and they provided me with a new treatment plan and aligners to do refinements... again, at the end, my bottom teeth are still not straight.I again contacted Candid, and again I got a new treatment plan and new aligners. I recently ended treatment, and again, still a few of my bottom teeth are still not straight, and at least a couple of them are still too crowded.I contacted Candid again, but this time I was basically told, "Too bad, but you can still buy retainers from us!" Retainers to retain my crooked teeth?Their explanation is that they are winding down their online business and they can only allow two rounds of refinements. I should have listened to my dentist when she warned me about all the issues her patients have had with Candid. So much for their guarantee!Since I now have to seek treatment elsewhere, I would like a partial refund.(How about half my money back since you only did half the job?)

  Business Response

  Date: 07/22/2023

  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 on July 22nd, 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. After 14 days, Candid customers are required to take a scan using Candid monitoring so that their treating orthodontist can track their progress and determine if their teeth are ready to move to the next step. In addition, Candid customers can request additional treatment with free refinement aligners if they are not satisfied with their results at the end of treatment. This customer has received 2 additional rounds of treatment with refinement aligners but they are still not satisfied with their end of treatment results. Candid will defer to the customers treating orthodontist to determine the best course of action. If the treating orthodontist still believes that further adjustments are necessary with refinement aligners then Candid will contact the customer via email to provide that information and assist them with starting the refinement process. If the treating orthodontist determines that the customer will not benefit from additional treatment then Candid will work with the customer on an alternative resolution such as a refund.

• Initial Complaint

  Date:06/22/2023

  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.

  When I obtained my liners there was a guarantee for my teeth to be straight. I spent almost $2,000 on the treatment. My teeth do not come together anymore (I can't bite all the way down). I was provided aligner corrections, once these were complete, I was still unable to bit all the way down and was told that the policy had changed in March 2023 (I purchased in 2021) and they only offer corrections at the orthodontist discretion. I chatted online with someone, not an orthodontist and they made the decision. I would have gone in person to an orthodontist if I had known they could decide to stop refinements/treatment at their discretion. I would have never purchased this product online.

  Business Response

  Date: 07/17/2023

  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 2/19/2022 with a total of ******************* their original treatment plan. Each aligner is prescribed to be worn for a minimum of 14 days for 22 hours per day. Candid customers are required to take periodic scans with Candid Monitoring so that their treating orthodontist can track their progress and determine if the teeth are ready to move to the next aligner step. Candid customers also have the option of requesting additional treatment with free refinement aligners if they are not happy with their end of treatment results. If the customer has already received 2 or more rounds of refinement aligners then they may not be able to obtain further treatment depending on the amount of aligner steps that they have already received. In this case, Candid will defer to the customer's treating orthodontist to determine if the customer can receive an additional round of refinement aligners for free. If the customers orthodontist determines that the customer will still benefit from additional treatment then Candid will contact the customer via email to relay the next steps for them. If the customers treating orthodontist determines that they are not eligible for additional treatment then Candid will still contact the customer to explain the reasoning.

  Customer Answer

  Date: 07/18/2023

  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:

  [Your Answer Here]

   As noted in my chat, the business did not communicate with the orthodontist, the customer service agent rejected any additional service.  I received value from Candid; I did not receive full treatment as was guaranteed when I initially purchased.  

   

   

   

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

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

  Business Response

  Date: 07/28/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid relayed all of the customer's treatment concerns to their treating orthodontist in order to determine the best course of action. On 7/**/2023, Candid communicated the next steps to the customer via email and a copy of that email has been attached. The customer has been advised by their orthodontist to perform a vertical trim on their final aligner step #** in order to allow for their bite to naturally settle at the end of treatment. The email the customer received also contains a diagram that shows the customer exactly where to trim the aligner. The customer will also be advised to take periodic scans with Candid Monitoring so that their orthodontist can evaluate their progress as the bite settles. Candid considers this complaint resolved because we have provided clinical direction to the customer from their orthodontist to resolve their concerns regarding their bite at the end of treatment.

• Initial Complaint

  Date:06/20/2023

  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.

  i fully paid for the clear aligners and used them correctly. i tracked with their fake orthodontist, and i have gone through 2 refinement sets. at the end of all this my teeth are damaged now. they left a huge gap between my molars and my molars do not touch now. My dentist has confirmed that my teeth are not aligned correct. they refused to help further and they will not refund my money. this company is a big scam, they say an orthodontist tracks your progress but that is a lie.

  Business Response

  Date: 07/14/2023

  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 4/16/2021 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. Candid customers are required to take periodic scans with Candid Monitoring so that their treating orthodontist can track their progress and determine if the teeth are ready to move to the next aligner step. This customer has claimed that ********************** has a fake orthodontist, however, this is not true. Every orthodontist in the network at Candid is licensed in the state that they practice and only the orthodontist can prescribe aligner treatment. The customer has also claimed that the ********************** has damaged their teeth, however, Candid has not received any documentation or evidence from the customer's dentist to show that the teeth are damaged or not aligned. The customer does appear to have an open posterior bite at the end of treatment which is very common and can be addressed. In this case, Candid will defer to the customer's treating orthodontist to determine the best course of action for the customer and then we will contact the customer via email to relay the next steps to them. If the customer is willing to provide documentation from their dentist to support the claim of damaged teeth then Candid will be happy to provide that documentation to the treating orthodontist, however, we will defer to the treating orthodontist either way even if the customer does not wish to provide documentation.

  Customer Answer

  Date: 07/26/2023

  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:

  [Your Answer Here]

   

  If they had real orthodontist monitoring my scans they would see that there aligners damaged my teeth.  They have never offered to resolve.  All they do is keep saying refinements until you just give up.  If they do not want to refund I will seek legal action now.  You will see the documentation in my legal action.

   

   

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

  
  Sincerely,
  
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  Business Response

  Date: 08/14/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid has relayed the customers treatment concerns to their treating orthodontist and the decision has been made to offer the customer a refund since they are not satisfied with their treatment results. Candid will work with the customer to refund them back to their original form of payment unless the original form of payment is no longer valid. Candid considers this complaint to be resolved since we have agreed to offer refund to the customer.

• Initial Complaint

  Date:06/13/2023

  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 purchased Candid orthodontic treatment using their aligners approx 2 years ago. I have been compliant with treatment and now my treatment is 75% finished. My teeth still have small gaps in between some off them and need to finish being correctly aligned. In May 2023, this company changed their policy now stating a patient can only receive 2 revisions after the initial treatment. Since I have already completed 2 revisions, they are now refusing to finish my treatment and will not give me another revision that would finish my orthodontic treatment., nor refund my money. When I signed up for treatment, this was NOT their policy. My Candid Orthodontist had told me in Feb 2023 that I would most likely need another revision to finish my treatment. Candid has taken $2400 of my money and now refuses to finish the job due to an unethical policy change. I am left with small gaps in my teeth that catch food frequently and my jaw is still slightly out of alignment, causing pain. I have reached out to Candid asking that this issue be resolved and that I should be grandfathered under the previous policy, especially since it is not my fault that their Orthodontist did not create enough steps in my treatments to get this finished in 2 revisions. Candid has stopped responding to me at all. I am seeking help getting them to do 1 last revision and include enough steps that will finish my treatment plan, closing the gaps in my teeth and fixing the alignment. Please help. Thank you.

  Business Response

  Date: 06/27/2023

  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 reached out to this customer's treating orthodontist to review the customer's end of treatment results to determine the best course of action with their treatment. If the orthodontist advises that the customer needs another round of treatment with refinement aligners then Candid will assist the customer with starting that process.