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 Care Co. - Los Angeles - West Hollywood

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

• 

  Candid

  500 Westover Dr PMB 18459 Sanford, NC 27330-8941

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:04/13/2023

  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 paid almost $3,000 for aligners that were supposed to straighten my slightly crowded teeth. I followed the treatment plan exactly and by the end of treatment they did not work. Candid agreed to refund my money but never did. I want the refund I was promised.

  Business Response

  Date: 04/27/2023

  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 3/22/2021 with a total of ******************* their treatment plan. Candid customers are required to take scans using Candid Monitoring on each aligner step so that their treating orthodontist can track their progress during treatment. This customer was instructed by their treating orthodontist to spend additional time on some of their aligner steps (6, 8, 9, 10, 11, 13, and 14) to ensure that their teeth were moving safely. Once the customer reached step 14 and wore it for additional time, their treating orthodontist agreed to allow the customer to stop treatment and be evaluated for a new set of refinement aligners rather than finish steps 15 and 16 since the customer's treatment was taking longer than anticipated. The customer provided new diagnostic materials and a new treatment plan was created for the customer on 11/5/2021. After receiving the plan, the customer chose not to accept it and instead requested that Candid make adjustments to their refinement treatment plan because they were unhappy with a space being created between their upper central incisors. The customers treating orthodontist agreed to make a revision to the treatment plan to try to leave as little space as possible between the customers upper central incisors within limitations. In this case, the customers upper central incisors had naturally overlapped so when the teeth are aligned, it created a visible space at the top which the customer did not like. A new version of the treatment plan was provided to the customer on 11/25/2021 but they did not accept that treatment plan either and instead requested a full refund from Candid because they did not believe that the proposed treatment plan would provide them with a satisfactory result. Candid relayed the customers concerns to their treating orthodontist and the decision was made to offer the customer a full refund. ********************** notified the customer of the refund on 2/6/2022 and explained that we would require the customer to return their original aligner kit and sign a release form that ends their treatment with Candid along with a direct deposit form in order to refund the customer back to their financial institution. The customer did return their aligner kit and they completed the direct deposit form, however, they indicated that they are not willing to sign the release form. The customer later contacted ********************** to indicate that they would only sign the release form if Candid will agree to reimburse them $4,038 for Invisalign treatment. A copy of the email the customer sent to ********************** has been attached. Candid never agreed to reimburse the customer for a different orthodontic treatment, our offer was and still remains that they are able to receive a full refund for what they paid for Candid treatment, which was $2,229. If the customer agrees to sign their release form and be refunded $2,229 then Candid will happily process their refund but we are not obligated to pay for the customers Invisalign treatment. In addition, the consent form the customer signed prior to starting treatment with Candid states, "the results of orthodontic aligner treatment are not guaranteed" and "Orthodontic treatment usually proceeds as planned. However, we cannot guarantee that you will be completely satisfied with your results, nor can all complications or consequences be anticipated. The success of treatment depends on your cooperation in communicating issues to the provider and the care team, following up with requested periodic monitoring scans, maintaining good oral hygiene, avoiding loose or broken appliances, and following the dentists instructions carefully". A copy of the consent form that the customer signed has been shared with the customer and we have attached a copy of the section showing the risks and limitations.

• Initial Complaint

  Date:04/06/2023

  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.

  I am filing a formal complaint against Candid for the incomplete teeth straightening treatment and lack of resolution. I began Candid treatment in October 2021 and paid $2000 for a custom plan in November 2021. The plan included a 3D model and 14 aligners for 6-7 months of treatment.On 1/22, I received approval from an orthodontist via the app to begin treatment. Due to COVID, I couldn't follow up with the scans. My account was paused on 3/22 due to inactivity. I contacted Candid customer service to inform them of my situation, and they assured me pausing would come at no penalty.I resumed treatment on 9/22 and diligently followed the scans. By 1/2023, I noticed that my front teeth were not moving as intended. Candid assured me that refinements were possible. As of my final scan on 4/23, my teeth are not straight. When I requested refinements, Candid informed me that refinements were unavailable due to paused treatment.This restriction was not communicated to me on 3/2022. To resolve this I reached out to Candid customer service on 4/23 to ask for a review of my circumstances and complete treatment. My request had been rejected and was told that there is nothing more they will do to assist me. This response further demonstrates the lack of flexibility and willingness to address my concerns, leaving me feeling disregarded and frustrated with Candid.Candid's failure to communicate the limitations of their service and their lack of support in finding a solution has left me deeply dissatisfied with the company. If I was able to resume the original treatment without issue on 9/22, why not complete the straightening as promised? Why let me resume in the first place?I believe that Candid should honor their commitment to provide the teeth straightening service as promised, including refinements, at no additional cost.

  Business Response

  Date: 04/19/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally received their aligner kit on 11/30/2021 but they were unable to start aligner treatment on time. Our records indicate the customer reached out on March 20th, 2022 to request that we restart their Candid Monitoring so they could begin aligner treatment. The customer did mention that they had a few emergencies which is why they couldn't start aligner treatment on time. Although Candid did restart the customer's ********************** Monitoring in March, the customer did not take any scans so their treating orthodontist was not able to track their aligner progress. The customer contacted ********************** again in September, 2022 to start treatment again for the second time. Candid did allow the customer to restart their ********************** Monitoring and the customer took scans from September, 2022 until April 11th, 2022. At this time, Candid will defer to the customer's treating orthodontist to determine if they will benefit from additional treatment with free refinement aligners. If the customer's treating orthodontist does not believe that additional treatment will benefit the customer then we will inform the customer and their treatment will be considered complete, however, if the customer's treating orthodontist does determine that they will benefit from additional treatment then we will inform the customer and we will work with them to create a new treatment plan. The customer will receive an email from ********************** once we have received next steps from the treating orthodontist.

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I appreciate Candid's prompt response to my complaint and their willingness to address my concerns. I will accept their proposed resolution to defer the decision regarding the need for refinement aligners to my treating orthodontist. I understand that if the orthodontist deems additional treatment necessary, Candid will work with me to create a new treatment plan at no additional cost.
  However, I would like to point out the catch 22 of having the final decision be "up in the air" pending the orthodontist's judgment. This uncertainty can be disconcerting, especially considering the previous lack of communication regarding the restrictions on refinements due to paused treatment.
  That being said, I am willing to trust the expertise of the treating orthodontist and Candid's commitment to customer satisfaction. I look forward to receiving an email from Candid with the next steps as determined by the orthodontist. I hope that this process will result in a satisfactory conclusion to my teeth straightening treatment, ultimately leaving my teeth straight as initially promised.
  Thank you for your attention to this matter, and I hope we can move forward towards a positive resolution.
  
   
  
  
  

• Initial Complaint

  Date:04/05/2023

  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 lost my retainers. I reached out to them for new ones. Their website clearly states it takes 2-4 weeks. I asked them if there was a way to expedite the process as my teeth were shifting and they told me no. It is now week five and the retainers havent even been made yet. I told them I wanted a full refund for my treatment as my teeth have shifted and the retainers they are eventually going to send me wont even fit my teeth anymore. They told me no and there was nothing they could do about the situation. They are unprofessional, false advertising snakes who just want to weasel your money out of you for subpar service.

  Business Response

  Date: 04/19/2023

  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 our website on March 4, 2023. Candid typically takes roughly 2-4 weeks to produce and ship retainers, however, there are instances where shipping may be delayed by the carrier. In this case, the retainer was shipped to the customer on April 6th, 2023 per tracking #****************** with *** and it was delivered to the customer on April 12th, 2023. Although it took longer than 4 weeks for the product to be delivered to the customer, our records indicate that the customer did receive the product they ordered, therefore, a refund is no longer an appropriate resolution. Candid is not required to offer additional treatment to customers if their teeth shift after their orthodontic treatment ends. The final aligner step in the customer's treatment plan is supposed to act as the initial retainer to retain the progress that the customer has made and then customers have the choice of either ordering additional retainers from Candid on our website linked here ********************************************************************** or they may choose to have a custom retainer or even a permanent retainer placed with a local dentist or other company. Candid does not guarantee lifetime retainers or lifetime treatment because everyone's biology is different and teeth will naturally shift throughout a customer's life. In addition, the ********************** consent form states, "Completed orthodontic treatment does not guarantee perfectly straight teeth for the rest of your life. Retainers will be required to keep your teeth in their new positions as a result of your orthodontic treatment. You must wear your retainers as instructed or teeth may shift, in addition to other adverse effects. Regular retainer wear is often necessary for several years following orthodontic treatment. However, changes after that time can occur due to natural causes, including habits such as tongue thrusting, mouth breathing, and growth and maturation that continue throughout life.Later in life, most people will see their teeth shift. Minor irregularities, particularly in the lower front teeth, may have to be accepted. Some changes may require additional orthodontic treatment or, in some cases, surgery. Some situations may require non-removable retainers or other dental appliances made by your family dentist".

  Customer Answer

  Date: 04/19/2023

  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:
  

  Their website specifically states the product will take 2-4 weeks. If it is going to be outside that, they should refund the money for the retainers. 

   

   

   

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

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

  Business Response

  Date: 05/05/2023

  Candid will agree to refund the customer for the $99 retainer order that the customer submitted on 3/4/2023. A refund receipt has been attached to this response for the customers records. Candid considers this complaint resolved.

  Customer Answer

  Date: 05/10/2023

  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 would like a refund for the retainers and an additional set for free int he event that something occurs again and I have to wait an additional 6 weeks for a set of retainers. 

   

   

   

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

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

• Initial Complaint

  Date:03/30/2023

  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.

  During my time with Candid over the last 2 years, I have continuously: - They did not proactively notice or tell me when there were issues with my jaw/bite being negatively affected by treatment despite me scanning every two weeks for over six months.- Not providing resolutions when I have come forward with issues regarding my treatment plan - Not allowing me to speak to management for resolution, telling me it's not an option - Agreeing to send me things in order to get a better understanding of necessary treatment and not following up as promised I have some transcripts I can try to email as well. - Not allowing me to speak with an orthodontist who is overseeing my treatment, even once they specifically told me they would follow up with me on the phone - Trying to charge me for materials that should be within warranty (they once told me the warranty for retainers was 12 months, then they said six months, then they tried to charge me after they got holes in them after four months - Not replying to emails I send regarding updates on my treatment plan At this point, I would rather see an orthodontist in person who is capable of properly monitoring my treatment

  Business Response

  Date: 04/13/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally started aligner treatment with Candid in 2020 with a total of ******************* their original treatment plan. Each aligner step is prescribed to be worn for a total of 22 hours per day for 14 days. At the end of treatment, Candid customers have the option of requesting additional treatment with refinement aligners. This customer did reach out at the end of treatment to request additional treatment due to concerns about their bite and the alignment of their teeth. Candid designed a new refinement treatment plan for the customer in 2021 with a total of 9 additional aligner steps. At the end of the refinement treatment plan, the customer was advised to perform a vertical trim on their final aligner step to allow for their bite to settle over time. The customer was also supposed to continue to take scans during this time so that they could be monitored as their bite settled, however, Candid did not reset the customer's monitoring which meant that we did not have the ability to track their progress while their bite settled. The customer's monitoring was reset for them in November, 2022 but this was already several months after the customer had been wearing the vertically trimmed aligners. At this point, Candid is working with the customer to create a custom retainer for free now that their bite has settled. The custom retainer that we are creating will allow the customer to retain the progress they've made with aligner treatment and they will be able to order additional retainers in the future for $99 but the first custom retainer will be provided to the customer free of charge. The customer has also requested a full refund for their treatment. Our refund policy states that once a customer approves their treatment plan, we will begin producing their custom aligners and a refund will no longer be available. Our refund policy has been attached to this response. Candid is happy to continue working with the customer to resolve any additional concerns that they may have.

• Initial Complaint

  Date:03/24/2023

  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 finished my treatment with Candid and needed to have a crown filled recently so my retainers no longer fit correctly. I called Candid and asked if I could order new retainers, but would need new molds because the shape of my tooth has changed. They said they do not offer this because treatment is finished, even though it clearly states in all of the paperwork that this is a lifelong treatment and patients would need to wear their retainers for the rest of their lives. It states in the paperwork from Candid that retainers need to be replaced every 6 months and you can purchase new retainers as needed. I requested to speak to a supervisor and was told that they were in a meeting and I would get a call back. I never got a call back and reached out 3 business days later and was told the same story. You can assume that a patient may need dental work eventually and this would require the issuance of new custom retainers. If this is not lifelong, don't advertise it as so. I want to make sure future clients are aware of their false claims and know what they are getting into before making a financial commitment to this company.

  Business Response

  Date: 04/17/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The email address associated with this complaint does not appear to match a customer in our records or it appears that the email may be misspelled. Candid does not promise lifetime retainers to their customers, instead we provide customer with their initial retainer so that they can maintain the progress they've made during aligner treatment and then they have the option of purchasing additional retainers if they want by ordering on our website with this link here **********************************************************************. There are many factors that can cause a customer's retainer to not fit such as dental work or if they stop wearing aligners altogether then their teeth may shift into a different position over time. Although we offer customers the option of purchasing additional retainers after their treatment ends, we do not require customers to order more retainers from Candid. There are several options that customers may consider such as having a custom retainer made with a local orthodontist in their area or even having a permanent retainer made. The consent form that our customers sign prior to starting aligner treatment states, "completed orthodontic treatment does not guarantee perfectly straight teeth for the rest of your life. Retainers will be required to keep your teeth in their new positions as a result of your orthodontic treatment. You must wear your retainers as instructed or teeth may shift, in addition to other adverse effects. Regular retainer wear is often necessary for several years following orthodontic treatment. However, changes after that time can occur due to natural causes, including habits such as tongue thrusting, mouth breathing, and growth and maturation that continue throughout life.Later in life, most people will see their teeth shift. Minor irregularities, particularly in the lower front teeth, may have to be accepted. Some changes may require additional orthodontic treatment or, in some cases, surgery. Some situations may require non-removable retainers or other dental appliances made by your family dentist".

• Initial Complaint

  Date:03/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had used Candid for two years to straighten my teeth. After additional impressions and intervention I wore the aligners way past my original date, which was fine if I got straight teeth. However, my aligners never got my teeth straight. In fact after two years and countless mistakes on their end (they paused treatment without warning and then forgot about me for several weeks at one point) I finally had enough and asked for a refund. They had me fill out paper and send photos which I did. The apparently lost them back in Aug of 2022.. I reached out asking why I never heard anything back and they said because my state no longer does Candid I couldn't get a refund!! Nevermind that my state has 15 listed placee that take Candid, it is also not my problem I got lost in their emails. I have dated photos and emails from 2022 showing the aligners didnt work.

  Business Response

  Date: 04/17/2023

  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 in December, 2020 with a total of ******************* their treatment plan. Candid customers have the option of requesting additional treatment with refinement aligners if they are unhappy with their treatment results. In this case, the customer did contact ********************** to request additional treatment and they received an additional treatment plan with a total of 10 additional aligner steps. The customer finished the final aligner step for refinement on June 20th, 2022. On July 19th, 2022 the customer reached out to ********************** to request a refund because they were still not happy with their treatment results. Candid always defers to the customer's orthodontist for all refund requests since they are the doctor who prescribed treatment. Candid asked the customer to answer a few medical questions about their oral health so that we could relay that information along with the customer's refund request to their orthodontist. Candid emailed the customer on July 19th at ****** but the customer did not respond to the email with the answers to the medical questions. The email we sent to the customer has been attached to this response. The customer claims that their emails were lost, however, our records do not indicate a response from the customer until July 26th where they asked, "Where do I send these photos and answered questions?" and we responded to the customer via email by explaining they can either use live chat with our support team or they can email us the information if they prefer. The customer did not respond to that email until March 18th, 2023 to again request a refund. At this time, the customer's original treating orthodontist is no longer working with Candid, therefore, we cannot contact them to request a refund. Candid does want to resolve this customer's concerns so we will defer to our support orthodontist at Candid to determine if a refund is an appropriate resolution based on the customer's end of treatment results. If our support orthodontist believes that a refund is an appropriate resolution then we will work with the customer to refund them back to their original form of payment. The customer's original aligner kit payment was $2,549 so that will be the refund amount. Candid will contact the customer via email once we have next steps from our support orthodontist and if the decision is made that they are not eligible for a refund then we will communicate that decision to the customer instead.

• Initial Complaint

  Date:03/23/2023

  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.

  Candid promised to straighten my teeth. I was told if after wearing all my aligners that refinements (more aligners) would be given to continue the process if my teeth were not straightened. After finishing my 16th one I contacted Candid and said my teeth were still crooked. They agreed to the refinements and ask me to go to a portal (website) to take more scans of my teeth. They were accepted and I received the mold kit. I completed and mailed back the mold kit within 30 days of their 60 day requirement. I waited and did not receive my new aligners. I got on my app and reached out to them asking where they were. I did this several times outside their hours and got a bot that accepted my question and I got back an email stating they are looking into the matter. When still no response of aligners I was able to speak to someone during their hours. I was told my account was complete and they would not be sending me any other aligners because I did not sent them additional scans that they had requested after giving them the first set. I was told this request came through the portal. I ask them how was I supposed to know to go to the portal. I told them I am not a mind reader. I ask why they had not sent me an email or ask me through the app or called me. The only response was Im sorry you did not send us your scans so your account is complete. I feel they set this process up this way to get around doing what was promised. The email they sent to say they got my scans also said to log into my account for updates. I assumed that was the app that I had always corresponded to them with, not their portal. They promised to straighten my teeth. If their 16 mold didn't do job I should be given a refund or they need to give me the additional aligners to complete the job

  Business Response

  Date: 04/14/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer finished their original treatment plan with Candid in 2022 and requested additional treatment with refinement aligners on 12/31/2022. Candid customers are required to submit new photos and impressions in order to be evaluated for additional aligners. This customer did submit new photos and impressions, however, the bite photos they sent did not fully capture their molars so we had to reject the photos. Our records indicate that the customer may not have been aware of the rejected photos, therefore, it is best for us to start over with evaluating the customer for refinement at no additional charge. Candid will reopen the customer's case and they will be asked to submit a new consent form by logging into their customer portal linked here *******************************************. After the customer signs a new consent form, they will receive another impression kit in the mail within roughly 5-7 days. The customer must take new photos and impressions to be evaluated for refinement. The previous photos the customer provided did not show their molars which is why we will need new photos. We will send the customer an email today that includes a photo guide that they can reference and the email will outline all of the information about our refinement process. We also strongly encourage the customer to contact us via phone at ************ or via Live chat between the hours of 9am-7pm EST Monday-Saturday if they have additional questions about submitting photos or impressions so that we can assist them in real time.

• Initial Complaint

  Date:03/17/2023

  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.

  As soon as they get paid, they stop caring. I started 10 months of alignments back in 2017 and my teeth were not fixed, so I had to PAY AN EXTRA $400 last year for refinements. After 5 months of refinements my teeth were STILL not fixed, and when I called today and told them I needed another set of refinements they said I was "not eligible," and offered no alternate solutions. In the end, I ended up paying $2400 and my teeth are still not fixed. **************** is absolutely terrible, their files are all messed up and they can't keep track of your case, and you'll end up throwing your money away.

  Business Response

  Date: 04/10/2023

  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 2017, however, they have requested refinement at the end of their treatment because they were not fully satisfied with the results. At this time, Candid will defer to the customer's treating orthodontist to determine if additional treatment is possible. If the customer's orthodontist believes that the customer may benefit from additional treatment, we will assist the customer with starting our refinement process so that they can take new photos and impressions at home for treatment planning. We will contact the customer via email once we have next steps on their case. If the customer's treating orthodontist determines that the customer will not benefit from additional refinement then we will inform the customer.

  Customer Answer

  Date: 05/04/2023

  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. I look forward to hearing from the business.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  Date:03/17/2023

  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.

  On August 4th of 2021, I had an appointment at Candid Studio ******** (*******************************************************************************************). The appointment was to fix a dental issue. My dentist told me that I had an "edge to edge" bite (meaning my front teeth hit when I bite down instead of my front teeth overlapping my bottom teeth). I began Googling, and found that Candid was a cheaper alternative (~$2000) to regular orthodontia ($5000+).I made an appointment to talk to them in person. I mentioned my dentist thought I needed a traditional orthodontist, but they told me that my issue could be fixed with Candid. They said that one thing that made them better than other at home aligner providers was that they could do a digital scan in office, rather than mailing me molds at home. We did the scan, and they told me that I was a good candidate for Candid. I got my aligners and began wearing them as instructed. In April of 2022, my issues began. I would get conflicting reports in the app telling me to move onto the next aligner, then the next day telling me not to. I chatted with customer support, and they told me to ignore some messages, saying their automated system made a mistake sometimes. Then in June of 2022, it said my treatment was done, even though my teeth were visibly not fixed. I doubt a human actual reviews the scans. I asked for help, and they sent me an at home mold to start treatment all over (the digital scan in office was no longer available because it closed). Now in March of 2023, it has happened again -- my second course of treatment is over, I got an automated message that incorrectly said to move on, even though I have no more aligners to move on to. I just chatted with a customer service rep, who told me that there was an error in the automated system again. I saw a dentist again in February of 2023, and was told that Candid was wrong to say they could help me, and I will now need to pay for a regular orthodontist and possibly surgery to fix my bite.

  Customer Answer

  Date: 04/06/2023

  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. They provided a refund. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/16/2023

  Type:Customer Service 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 treatment back in early 2019. Their aligners never really straightened my teeth and I have been through numerous refinements. Feb 2023 I requested refinements and received the impression kit and took photos and sent everything in. Weeks went by with no word. I reached out to them to finally respond to me that my treatment cannot continue. Never responded why. I kept bothering them and they said bc my ortho is no longer with them. I did some investigating to only find out my ortho was sitting in jail fo* ***** ***********! I kept bothering candid and they said send ** back all of your aligners since beginning treatment and we will issue a partial refund! I am absolutely livid. Why wouldnt they continue my treatment with a different provider? This company has been such a let down for me for the past 4 years! My original plan was 5 months worth of treatment, to which now Im probably going to have to get metal braces and suffer not getting a refund back bc I dont have any of my aligners except my retainer. ***** do not recommend

  Business Response

  Date: 05/01/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally started aligner treatment with Candid in 2019 with a total of ******************* their treatment plan. Over the past 4 years, the customer has received several rounds of refinement aligners to further align their teeth within our limitations. The customer most recently requested another round of refinement on 2/10/2023. During the evaluating process, the customer was informed that ********************** will not be able to continue their aligner treatment and this is due to Candid no longer having a licensed orthodontist in the customer's consent state. The customer was informed of this and we have offered the customer a partial refund in the amount of $548.50 since they are not able to receive additional aligners. At this time, the customer has already signed a release form and a direct deposit form. The direct deposit form the customer submitted had a type so our finance team will be re-issuing a new form to the customer to be signed via Docusign. Once the customer has re-signed both forms, ********************** will be able to process the customer's refund via direct deposit back to the financial institution of their choice.

  Customer Answer

  Date: 05/05/2023

  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]

   

   They did not stand by their policy. 

   

   

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

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

  Business Response

  Date: 05/25/2023

  This customer was refunded by ********************** in the amount of $548.50. The customer agreed to receive this refund via direct deposit and they signed a release form and the direct deposit form on 5/1/2023. Candid considers this complaint to be resolved now that the customer has agreed to receive a refund.