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:06/07/2023

  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 ordered Candid teeth aligners January 2022. I completed my program in March 2023. My top teeth look great. My bottom teeth are crooked and off center. I requested a refinement for my bottom teeth. I was sent a new kit to take molds of my teeth for a refinement plan. About a week later I received my plan for review, The new refinement plan still has my bottom teeth off center so I did not approve the plan. This was March 17, 2023. Since then I have been contacting Candid weekly through their chat and by phone. I am not allowed to speak to anyone but a customer service rep. YOU WILL NEVER GET TO SPEAK TO A SUPERVISOR. I've been told they are waiting or the Orthodontist. 3 months? It took them 2 weeks to make my original aligners. It is one blow off after another. I promised every week it will be done by the end of the week, or someone will bet back to me. Neither ever happened. I do not believe Candid has any intention to give me refinement aligners. In the meantime, I'm still wearing my last set of aligners since February 2023 so my teeth don't shift should I ever get my refinement aligners. My Bottom aligner is torn which I reported to Candid in May. I was promised a retainer while I wait for my refinement aligners. But of course, I never received them. Prior to submitting my payment in January 2022, Candid called ma back constantly. Now they won't even allow me to speak to someone who can handle this issue. I only get to speak to customer service. It's not even the same person so each time I have to start from the beginning of my complaint all over again. Right now, I believe they will even rip me off on my ******* tray which was in my original receipt that I'm supposed to get at the end of my treatment, If that ever happens since I can't get my refinement aligners.

  Business Response

  Date: 06/21/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer finished aligner treatment with ********************** in March, 2023 but was not satisfied with their end of treatment results. Candid has a process called refinement where we can design new aligners for the customer based on the current positioning of their teeth to further align their smile. In this case, the customer did go through our refinement process and they submitted a new intake form, photos, and impressions for evaluation. Once the customer received their new treatment plan, they were unhappy with the projected end result. Candid has been committed to working with this customer to address their concerns. The customer's treating orthodontist agreed to make a revision of the proposed treatment plan and a new version was sent to the customer on 6/15/2023. The customer reviewed the new plan and approved it on 6/15/2023 and the aligners are now in production and will be priority shipped to the patient as soon as they are ready. Candid will also restart the customers Candid monitoring once they receive the new aligners so that their orthodontist can continue to monitor their treatment progress.

• Initial Complaint

  Date:05/31/2023

  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 last July with my physician ******** in ********. Overall, I had no issues. Until I completed my last liner (number 16). My liner was damaged, and I have been trying to obtain a replacement for the past six weeks. My physician has made numerous attempts to contact candid as well I. Every time I try to resolve and reorder the liner I'm told that no one can help me. It was no problem to take my money from start but now that I need support no one seems able to help.Every time, I call I am told that its a billing issue - because my physician no longer works with ********. I am comfortable paying for a replacement. What is not okay is giving me and my physician the run around meanwhile my teeth are reverting to where they were before I started my treatment plan.This is a terrible offboarding experience for a patient. All I want is a replacement liner for the last liner in my series - liner 16 which is supposed to be my retainer. I would appreciate a prompt response to this ongoing issue.

  Business Response

  Date: 06/14/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. A new retainer order has been produced for this customer and it was shipped on 6/7/2023 per tracking #******************. Our records indicate that the item is scheduled for delivery on Wednesday, June 15th. 

  Customer Answer

  Date: 07/17/2023

  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 attempted to contact the business for almost six weeks to obtain a replacement liner. My liner is now misaligned with my teeth because of their delays in addressing this urgent matter. Additionally, I was charged $300 for a liner when the price ***************** was only $156.25. Overall, it is a poor experience. Candid wants to refer you to a doctor and leaves their team incapable of resolving issues in real time. Physicians are all over worked and its very hard to get an appointment. Instead of giving me the run around Candid should have resolved my issue in less than 7 days. Then when they finally shipped my liner it took over a week to arrive.

   

   

   

   

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

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

• Initial Complaint

  Date:05/26/2023

  Type:Billing 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 $3,000 to Candid over the years. When I called today to request a follow up with my treatment, they said they closed the account and there's nothing they can do. This business is an absolutey scam and they should be shut down immediately.

  Business Response

  Date: 07/06/2023

  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 3/26/2020 with a total of ******************* their treatment plan. Each aligner is prescribed to be worn for a minimum of 22 hours per day for either 10 or 14 days depending on the protocol determined by the orthodontist. Candid customers must also take periodic scans of their teeth while wearing each aligner step in order for their treating orthodontist to track the customers progress and determine if the teeth are ready to move to the next step. At the end of treatment, Candid customers have the option of requesting additional treatment with free refinement aligners as long as they reach out to Candid within 30 days of finishing treatment. Our records indicate this customer contacted ********************** on 6/10/2022 to order a replacement of their final aligner step 26 but did not report any end of treatment concerns. The customer did not contact ********************** again to report any concerns about treatment until 3/26/2023. At this time, Candid considers this customer's treatment to be complete because they finished treatment and did not reach out or report any concerns for a period of 9 months.

• Initial Complaint

  Date:05/24/2023

  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 services with candid on February 17th 2022. My last scan was sent on September 13th 2022. I was not able to keep up with treatment due to being in and out of the hospital for other health reasons. They refuse to restart my treatment because of this. They have refused to let me speak directly to the orthodontist. They refuse to refund me even though they canceled my treatment due to things I can not control. I was diagnosed with cancer explained this to them and they still refuse to restart my treatment. The amount spent was over $2400.00. I would like a refund since I can no longer continue treatment and they refuse to restart my treatment.

  Business Response

  Date: 06/07/2023

  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 2/17/2022 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. Candid customers are required to take scans using Candid monitoring so that the customer's treating orthodontist can track their progress during aligner treatment to ensure the teeth are moving as planned. This customer took scans on aligner step 1-3 and the last scan the customer took was on 9/13/2022 wearing step 3. Our records indicate that the customer did not contact ********************** to inform our team that they were stopping treatment due to health reasons. The last time the customer contacted ********************** prior to this was in July, 2022. In this case, Candid is committed to helping the customer continue aligner treatment as long as they still have all of the original materials in their aligner kit including all 16 aligners, the Candid monitoring scan box device and cheek retractor tool. Candid will restart the customer's ********************** app and the scan schedule so that the customer can take new scans every 14 days. Please note, the customer should take a scan on day 1 of wearing the step 1 aligners. That is the only time the customer will be asked to take a scan on day 1 of wearing an aligner. All of the other scans the customer takes will be after 14 days of wearing the aligner unless otherwise instructed by their orthodontist within the Candid App.

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My teeth were supposed to be completely aligned and with the last tray they werent. I called multiple times and told them about the issue. I was told an impression kit would be sent out to see what else had to be done. I did not receive the kit and when I called was told there was a problem with the production of the kits. Months passed by and no kit was received. Again I called and was told as soon as they get them in they will mail one out to me. After calling several more times, 2 weeks ago I received a kit. I did the impressions and sent them in. I received an email saying they couldnt do anything for me because it had been past 60 days from when I was supposed to send the impressions. It was impossible to send them in when I hadnt received the kit which I explained to the customer service representative. All he said was sorry we cant help you its past 60 days although I had explained I had received the kit 2 weeks prior. I even asked if the company had gone out of business since it took so long to receive the kit and the gentleman quickly and short said no. They have been very unprofessional and uncooperative which is not fair since I paid them the entire price for the service. I would like for them to continue the service or give me a refund so I can go somewhere else.This is very unfair to me as they had a production problem and communication problem. I should not have to suffer due to their issues. I would like to have this matter resolved. PLEASE HELP ALL I WANT ARE MY TEETH FIXED. Not asking for too much. Thank you

  Business Response

  Date: 06/05/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally finished aligner treatment with Candid on 5/27/2022 and they requested additional treatment with free refinement aligners at that time. Candid customers are required to sign a new consent form along with taking new photos and impressions at home within 60 days in order to be eligible for additional treatment. Candid uses these new materials in order to design a new treatment plan and evaluate a customer's oral health. In this case, the customer reports that they did not receive the kit until after 60 days had passed. After speaking with our lab team, we have confirmed that the kit that the customer returned in May, 2023 was already discarded due to the customer's case being expired. This means that Candid will need to start over with the refinement process in order for the customer to receive additional refinement with free aligners. Candid has now reopened the customer's case for them and we will also email the customer with new instructions for refinement so they can start over with the process. The customer will have 60 days from today's date, June 5th to sign a new consent form, which they can do by logging into their portal with this link (*******************************************), and then they will need to take new diagnostic photos and impressions from home. The impression kit will be mailed to the customer as soon as the consent form has been signed. 

  Customer Answer

  Date: 08/31/2023

  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:

   All I want is for Candid to finish my treatment. The impression kit was sent extremely late and I need need my teeth straightened. 

   

   

   

   

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

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

  Business Response

  Date: 05/02/2024

  Candid cares greatly about all of our customers and works to ensure any concerns get addressed however, as of December 31st, 2023 Candid's direct-to-consumer business has come to a close. Unfortunately, we are not able to provide this customer with any additional treatment in which they are requesting. This customer had 3 additional cases opened in May 2022, June 2023 and September 2023 for them to submit the requested materials (photos and impressions) for additional treatment. Each of these additional aligner cases were automatically cancelled due not all materials being received within 60 days of the request. In this case, the customer has reached the end of their aligner treatment as prescribed by their treating orthodontist and Candid has previously provided the customer with instructions on how to begin the retention phase of treatment to retain the progress they've made with treatment, therefore, Candid considers their treatment to be complete at this time.

  Candid has moved to a business-to-business model under the name CandidPro, this transition was publicly announced in March 2022. Going forward customers will need to contact a local dentist or orthodontist for any additional treatment and/or retainers needed. We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

   

   

  Customer Answer

  Date: 05/23/2024

  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:
  

  
  

  It has not been resolved and they are purposely denying have received the impressions and now it’s the pictures and not the impressions. 

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:05/02/2023

  Type:Customer Service 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.

  My experience with the treatment plan and customer service was excellent until the very end, when it turned into a dreadful ordeal. Upon completing my treatment, I was notified that my plan was complete and instructed to check my email for further steps and a retainer wear schedule. Regrettably, the email never arrived. After waiting for some time, I called them and was informed that they had forgotten to send it, and it was subsequently forwarded to me.The most distressing aspect of this situation is that after finishing my treatment plan, I typically schedule a dental appointment for an assessment of any necessary refinements. Much to my surprise, my dentist informed me of a significant issue: excessive gaps in my rear teeth caused by the retainers, which needed immediate attention, as neglecting them could lead to major complications.When I reached out to Candid to inform them of the problem, they stated that my account had been deleted and there was nothing they could do to help. Despite my best efforts to explain the situation, I was met with sarcastic comments and suggestions to start a second treatment plan with a dentist. After three calls and multiple requests to speak with a supervisor, I have yet to receive a callback.It is disheartening to be abandoned by a company that claims to prioritize close relationships with customers and their smiles. In the end, I invested thousands of dollars and months of my life only for Candid ** to create issues with my teeth that I never had before, and now they have left me to deal with these problems on my own.

  Business Response

  Date: 05/16/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally started treatment with Candid on 2/13/2022 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. Candid customers have the option of requesting additional treatment with free refinement aligners at the end of treatment if they are not satisfied with their results. In this case, the customer did receive 1 round of refinement aligners with a total of 10 additional steps and they finished that treatment on 2/6/2023. Candid is still committed to working with this customer to ensure they are happy with their treatment results, therefore, we will reopen their case so that they can start the process of being evaluated for another round of treatment with free refinement aligners. The customer will receive an email that includes the instructions for taking new diagnostic materials. If the customer has any additional questions or concerns we strongly encourage the customer to reach out via phone at ************ or via livechat between the hours of 9am-7pm EST Monday-Saturday so that we can assist the customer in real time.

  Customer Answer

  Date: 05/19/2023

  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:05/02/2023

  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 paid $1800 upfront in 2019 I did not receive what I paid for my teeth are not straight My treatment is almost over so this is very disappointing Its been a 4 year battle I was promised that after wearing all my aligners that refinements (more aligners) would be free and given during treatment I should have been done with my treatment long ago Ive experienced many delays with treatment I was told in 2019 treatment would take approx 6 months-1 year In Summer 2019 I went to their office in ** for consultation and got a scan of my teeth The scan ended up not going through they asked me to come back to their office weeks later My 1st box arrived 0 aligners fit I had to call them I ended up having to cut them myself to fit properly Futhermore halfway through the treatment I had to get new treatment because my aligners didnt fit Their in person scan tech failed me twice molds worked. Eventually It took 6 months to get refinements They added new technology i had to pay $100 I would not be able to do any refinements If I didnt pay for this box It shouldve been free because that was introduced later I got my refinements in Oct 2020 I found out the ** office closed I had to keep using molds and taking my own photos The set I am dealing with currently I requested more refinements When I received my molds in the mail I was out of state I sent the molds when I got back and It was within 75 days instead of 60 I sent photos and wrote in my dental info a month prior It was an honest mistake I contacted them about their 60 day policy twice and they refuse to give me a refund or another set of molds I mentioned I could give them back in 1 weeks time They told me they cant reopen my account which is obviously false when I read other experiences about Candid on here This couldve been solved with a simple We will send a new box of molds for you. When I make one mistake in 4 years its not ok but your company can make plenty? I expect the care I was promised or the full $1900 refund

  Business Response

  Date: 05/16/2023

  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 in August, 2019 and they have received multiple rounds of refinement aligners to align their teeth. In this case, Candid has relayed the customer's treatment concerns to their treating orthodontist and he has made the decision to offer this customer a full refund since they are not happy with their treatment results. The customer originally paid $1,800 with a **** card, therefore, Candid will be able to refund the customer back to that same form of payment, unless the customer prefers to receive a refund via direct deposit instead. Candid will contact the customer to explain the next steps in our refund process and we will work with the customer until they have received their refund. In addition, the customer should continue to use their final aligner step as their retainer to ensure they retain the progress they've made. The customer will still have the option of ordering future retainers online for $99 with this link here **********************************************************************.

• Initial Complaint

  Date:05/01/2023

  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 paid Candid $2399 to begin my aligner treatment on 7/14/21. I was provided a treatment plan and end-result images that I approved and began my treatment of ** aligners to be worn for 2 weeks each. At the beginning of treatment I was told that should I require additional aligners to meet my promised result that they would be provided to me at no cost. Upon completion of my treatment my teeth were still crooked and did not meet my plan. I spoke to someone in an online chat that said I could obtain additional aligners, and that I would have 60 days to complete an "intake form" in order to complete my request. They said they would send me follow-up emails with instructions. This was all done via online chat on 9/19/22. They emailed me the intake form, but I never received any emails with additional requests for other items during this period of time. I continued to wear my final #** aligner and waited. As time passed I realized this 60 day period was approaching and since I received no other requests I completed the "intake form" prior to the 60 day expiration period on 11/**/22. I received confirmation of receipt of my intake form and also a message that my new impression kit would ship to me. At this point I'm thinking all is well, I'll take my new impressions and get my additional aligners. But when I logged on to my Candid account it said it was inactive. So I started communicating with Candid, however, it was impossible to speak to a person on the phone. Over several emails with leadership I was told that I did not provide the required information within the 60 days and I did not qualify for additional aligners. I explained to them that I provided the intake form prior to the 60 day period and that was all I received a request for. They said they required additional photos and I did not provide that so my account is closed. They have made no good-faith effort to help me. I paid $2399 and I still have crooked teeth. They have not provided me with what I paid for.

  Business Response

  Date: 05/15/2023

  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 8/25/2021 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. After wearing the aligner for 14 days, the customer is required to take a scan using ********************** Monitoring so that their treating orthodontist can determine if the customer's teeth are ready to move to the next step. Candid customers have the option of requesting additional treatment with free refinement aligners at the end of treatment if they are not satisfied with their results. Candid customers also must submit a new consent form and new photos and impressions within ******************************************************************************* this case, the customer took their final scan on 9/9/2022 and contacted Candid on 9/19/2022 to request additional treatment. The customer signed their new consent form on 11/15/2022 but they did not take new photos within the 60 day period. The customer was informed that since they did not provide all of the diagnostic materials within 60 days, they are not eligible for additional treatment. With that being said, Candid is still committed to working with this customer to provide them with additional treatment with free refinement aligners since they are not satisfied with their treatment results. Candid has reopened the customer's account so that we can restart the refinement process. In order to receive new refinement aligners, the customer must take new diagnostic materials including new photos and impressions so that Candid can evaluate their oral health. Candid will also send an email to the customer with instructions on our refinement process so that they can get started again. The first step for the customer will be to update their dental consent form by logging into their portal with this link here *******************************************. If the customer has any additional questions or concerns about starting the refinement process we encourage the customer to reach out via phone at ************ or they can reach out via LiveChat between the hours of 9am-7pm EST Monday-Saturday so that we can assist them in real time.

• Initial Complaint

  Date:05/01/2023

  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.

  Half way through my treatment, I noticed that the alligners that they provided were too small for the width of my front bottom teeth. I had tried to indicate that with my scans, but those were rejected. I tried to contact the orthodontist, but that was not allowed. I contacted Candid through live chat and told them of the issue. I was told that I should keep using the faulty alligners until the end of the treatment, and then they would continue the treatment to correct the problem. Since the alligners didn't fit properly, my original treatment had me staying in alligners much longer than the expected two weeks per set. I finally found out that my scanning was no longer being accepted when I tried to send a set of scans and they were rejected. I saw nothing in the app that indicated the next steps. The email that was sent did not go to my inbox. After not seeing anything for a while, I did a search on my email to get Candid's contact information to find out what to do. That is when I saw that there had been an email send from Candid. The email said that I should contact them "at my earliest convenience". There was no indication of a deadline. I contacted them at my earliest convenience. However, the customer service people put me on hold and then dropped the call. I am an essential worker and have two fulltime jobs and work over 90 hours each week. I do not have much "convenience" of time, especially when no one can take my calls when I call and then get hung up on when I do get through. I was originally that I was only given 30 days from the time of the email. The next time I called, I was told 60 days. Either way, I had indicated that I wanted to continue treatment during the process and was not allowed to do so at the end.I asked if I could start the process over and was told no. If I can buy it once, why can't I buy it again?I am so disappointed and frustrated with the lack of communication and support. If I can't get this fixed, I will leave reviews.

  Business Response

  Date: 05/15/2023

  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 1/22/2022 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. After wearing the aligner for 14 days, the customer is required to take a scan using ********************** Monitoring so that their treating orthodontist can determine if the customer's teeth are ready to move to the next step. In some cases, a customer may be instructed to remain in an aligner step for additional time before moving forward to ensure their teeth are moving as planned. In this case, the customer was instructed to remain on aligner steps 7, 8, 9, 11, 13, 15, and 16. The customer took their final scan on step 16 on 1/13/2022. On 1/20/2022, the customer was advised that they would benefit from additional treatment with new refinement aligners but if the customer was happy with their end of treatment results they could choose to remain on their final step and gradually reduce the amount of time they wear the aligner from 22 hours per day down to 8 hours per day over a period of several weeks to retain the progress they've made. Our records indicate that the customer contacted ********************** on 4/28/2022 to request additional treatment but they were advised that their treatment was complete due to the amount of time that has passed since they ended treatment since Candid customers have 60 days to request refinement at the end of treatment. With that being said, Candid is committed to working with this customer to provide them with additional treatment with free refinement aligners since they are not satisfied with their results. In order to receive new refinement aligners, the customer must take new diagnostic materials including new photos and impressions so that Candid can evaluate their oral health. Candid will send an email to the customer with instructions on our refinement process so that they can get started. The first step for the customer will be to update their dental consent form by logging into their portal with this link here *******************************************. If the customer has any additional questions or concerns about starting the refinement process we encourage the customer to reach out via phone at ************ or they can reach out via LiveChat between the hours of 9am-7pm EST Monday-Saturday so that we can assist them in real time.

• Initial Complaint

  Date:04/26/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started Candid in January 2022. I never saw or spoke with an orthodontist. I followed it exactly as instructed but continuously had issues with uploading the videos on their online portal. ** late July/early August, I again had issues uploading my bi-weekly videos but was unaware that they hadn't loaded. Additionally, I was traveling for 2 weeks and was unable to bring the large, bulky scanning device with me to take my scans. There 2 reasons combined, I missed 2 scans (one which I took, but did not upload correctly, and one because I was traveling). When I returned, I attempted to take a scan and was locked out of the patient portal. When I contacted Candid, they told me I had been removed from the program because I hadn't followed the "rules". My treatment had been paid in full and I wasn't receiving a full treatment. I called the call center and requested to be reconsidered but was told that they wouldn't reinstate me or give me access to my portal, and would not tell me the name of my treating orthodontist. I asked the call center representative to request a reconsideration. I received an email from them stating to sign into the portal if I had changed my address but didn't attempt to log in because my address hadn't changed. I received new molds which I immediately did and sent back but them receive no further communication and had NOT been told that I had regained access to the portal or that I had been approved to continue treatment. After seeing my dentist last week, he expressed huge concerns about the way that Candid moved my teeth and told I will need to have an entirely new alignment treatment with another company to fix what Candid did with my teeth. I reached back out to Candid and they told me that I had been approved back in the fall of 2022 (but not told of such) but since I didn't log into the portal in 6 months, that I was now removed from the program and would not be able to complete or fix the treatment that I had paid for and not received.

  Business Response

  Date: 05/09/2023

  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 1/23/2022 and they had a total of ******************* their treatment plan. Each aligner step in the treatment plan is prescribed to be worn for 14 days for a minimum of 22 hours per day. After 14 days, the customer is required to take a scan with ********************** Monitoring so that their treating orthodontist can track the customer's progress and determine if the customer's teeth are ready for the next aligner step. In some cases, the treating orthodontist may request that the customer remain in the same aligner step for additional time if they feel it is necessary. Our records indicate that this customer took a scan wearing step 7 on 5/9/2022 and then took another scan wearing step 9 on 5/22/2022 but there are no records of a scan on step 8. The last scan the customer took was on 7/1/2022 wearing step 12 of 16 and they were advised to move to step 13 and scan again in 14 days. In this case, the customer did not take scans wearing step 13, 14, 15, or 16 so their treating orthodontist was not able to track their progress during treatment on those aligner steps. The customer did not contact ********************** about their scans until 9/19/2022 which at that time would've meant that they had not scanned for over 2 months. The customer later requested to be evaluated for refinement with additional aligners. Candid emailed the customer with instructions about submitting new diagnostic materials on 9/28/2022 and that email explained that all materials must be submitted within 60 days. In addition, the customer would receive a new treatment plan via email and then one the treatment plan is approved by the customer, we will begin producing their new aligners. A copy of the email sent to the customer has been attached to this response. The customer did submit all of the necessary diagnostics and a new treatment plan was created for the customer on 10/19/2022. The customer did not approve this plan because they did not think they had access to their Candid portal anymore. In this case, the treatment plan is expired due to the amount of time that has passed and the customer did not successfully reach the end of their treatment for all of the reasons outlined above. Candid always defers all clinical decisions to the treating orthodontist and in this case, Candid and customer's treating orthodontist would be willing to offer this customer a full refund in the amount of $1,795 since the customer was not able to reach the end of their treatment or receive refinement aligners. The customer originally signed up for financing at the time of purchase, therefore, Candid would be able to refund the customer via direct deposit back to their financial institution if the customer agrees to return their original aligner kit and sign a release and direct deposit form.

  Customer Answer

  Date: 05/09/2023

  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. I will return the Candid kit along with the last remaining aligner, #**, which has been worn daily since the previous 15 were completed and discarded as they would no longer fit. 
  
  Sincerely,
  
  *************************