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 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

• 

  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:07/06/2022

  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.

  On 5/25/2022 I ordered a set of retainers because I lost mine (I think I accidentally threw them out). I was charged $99 for the retainers, but I never received any order confirmation. On 5/31/2022, I initiated a chat with Candid customer service, and was told the retainers don't have an estimated delivery date, but I was provided a *** tracking number. On 6/16/2022, I still had not received my retainers, so I initiated another chat with Candid customer service. They have me the same answer. It has now been 6 weeks and I still have not received my retainers, and candid customer service is not willing to help. I just recently completed my treatment, and I need to wear the retainers overnight, or my teeth will regress, forcing me to re-treat them. Candid does not seem to care about this. They took my money, and now that my treatment is complete, they refuse to help me. I am dependent on the retainers, and if I dont received them, the entire treatment was a waste of time and money. If Candid does not deliver my retainers within a week, I want a full refund for my treatment

  Customer Answer

  Date: 07/08/2022

  Hello, the company shipped the item, and I received it today. Thank you for the help!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:07/01/2022

  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 did not want to escalate this, but customer service was not able to help with the matter and PROVIDED me with an UNMONITORED email address. In late 2019, I started an 8-month treatment plan and encountered fit issues starting the second/third month. The teeth were not moving with the trays or as shown by the treatment plan video. I was advised by Candid to reach back after treatment ends in June 2020 for refinements. Due to COVID-19 *************** rules, I finally got all my new scans done at the Pasadena Studio in July **************************************************************** 2-3 weeks. Several weeks passed, and I received a scan request email. I contacted Candid and was told that my scans could not be located by the studio. Later I was told my scans were found and will then be sent for review. Several weeks had passed again, I received another scan request email. I contacted Candid to follow up with the Pasadena Studio as they may have again misplaced my scans. If another studio visit is required, let me know. I never received any callbacks or emails on updates since then. As of May 2022, I still have not received any updates or new aligners. The wait time is unexpectedly long, so I contacted Candid. I was told that because no communication was done by me after the scan request from October 2021, hence a $400 surcharge is required. The representative repeatedly claimed that the $400 surcharge is mandatory despite me saying that I did contact Candid back then. Ever since I started the refinement process, there is little to no communication on status, my PHI was "misplaced" and now I am asked to pay an extra fee. Due to fit issues, both my upper and lower front teeth (main purpose for braces) did not move correctly, according to Candid's 3D treatment plan video. Is Candid able to correct this? I truly do not want to waste any more unnecessary time and being asked for additional payment when my original fully paid agreed treatment was never done.

  Business Response

  Date: 07/22/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid understands this customer's frustration surrounding their studio diagnostics and Covid-19 related delays. However, Candid had sent an email to the customer in October ***************************************************************************************************************** order to move forward with treatment planning for their refinements. Candid did not receive a response from the customer until May ********************************* **********************'s refinements policy requires customers to submit all diagnostic materials within ************************************ order to maintain free refinements status. Because Candid did not receive a response from the customer or receive all diagnostic materials within 60 days, the refinements request was closed. Candid would be happy to continue the customer's treatment at the standard paid refinement rate of $400. Due to the elapsed time without a response from the customer, free refinement is not an appropriate resolution at this time. 

• Initial Complaint

  Date:06/27/2022

  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 have been using Candid for 1 year and almost 7 months. My teeth started out with crooked bottom teeth and slight off set on the top. While they are better, they are still not straight. Im on my second round and they are no longer shifting at all. I have followed every step. My aligners show straight teeth, and they fit onto my teeth.. yet my teeth are still very crooked. My friend whose teeth were way more twisted, started invisalign with brackets, at the same time as me. Within six months her teeth are perfectly straight. Candid uses plastic aligners that stretch and mold. Even though I use my chewies and follow all directions and go to the dentist and I'm praise for the health of my teeth my teeth will not straighten because there's nothing for the aligners to hold onto. Now a year and a half into the treatment, I am convinced that this doesn't work. And I want a refund so I can go get Invisalign and have my teeth actually straightened.

  Business Response

  Date: 07/11/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer recently finished their last step in their treatment plan on 6/20/22. Candid support has not heard from the customer since 01/27/22. Per our refinements policy, if a customer reaches the end of treatment and does not feel that their alignment matches what was represented in the 3D treatment plan, we will provide free refinements if the request is made within 30 days and the customer was compliant throughout treatment. Since the customer agreed to the terms of treatment, we consider this resolved, however, we will continue working with the customer throughout treatment.

• Initial Complaint

  Date:06/22/2022

  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.

  Got aligners Nov '21. Everything good until aligner 9. That was the first time I was told it wasn't tracking correctly. Left lateral incisor was not touching the aligner. The two teeth around it were touching the aligner and the middle tooth was not so there was no way to push it in without chipping my teeth or rupturing the aligners. I kept following instructions. Step 10 the unseat was bigger but i got a go. Step 11 the unseat was bigger, got a no-go. Step 12 the unseat was even bigger but they gave me a go. Step 13 the unseat was bigger however I could not continue to ignore this. At this point my other teeth were still moving except for the one with the unseat. This caused my left incisor (big front tooth) to start being pulled down in one corner because of the pressure in that area. I contacted candid and they told me to keep going and ask for refinements at the end. I explained that every step was causing damage to that tooth and that it wasn't moving according to the plan bcause the aligners were molded wrong. I knew this because the plan pictures did not match the actual aligners at that step. It was impossible for the tooth to touch the aligner. They told me to keep using the chewies. I sent them pictures & multiple ************** explaining & begging not to make me keep damaging my teeth and to approve refinements. They finally consented and sent me an impression kit. I contacted them and told them the impressions kit was too short and did not cover my full teeth. They said do it anyway. They rejected impressions for same reason I said. They sent a new one and rejected it for being too shallow even though I made sure to capture my gum line. I am still waiting for new impression and now they say they have supply issues and don't know when they can get them. Asked for a refund they refuse. Basically my life is on hold until candid fixes it's supply problem. I can't do that. I asked to speak to someone, they refuse. At this point I just want a refund.

  Business Response

  Date: 07/20/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer has been in contact with our support team and has agreed to end treatment with a full refund as long as they return the original aligner kit that they received at the beginning of treatment. Since the customer has accepted a refund, ********************** considers this matter resolved.

  Customer Answer

  Date: 07/27/2022

  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:06/16/2022

  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.

  A few years ago I decided it was finally time to fix my crooked teeth. A quick ****** search revealed Candid as an option, and they offered a small promotional discount so I decided to go with them. My initial aligner process went fine, except that at the end of it my teeth were nowhere near as straight as the treatment plan graphic I'd approved. No problem, they said it happens all the time and I just need to go through refinement (another round of teeth aligners). This once again went fine, until once again my teeth were still not crooked and I could not even bite down with my back teeth. They recommended a second set of refinement, and this time it all fell apart. This time, they told me a bug meant my account could not be updated to show the new refinement process. I sent in new pictures and teeth molds, and despite support agents telling me over and over again it was all fine, literal months went by without me receiving any more info. Finally, someone actually went to check on my issue, and discovered a "mistake had been made" resulting in my new aligners never being sent to the lab. I sent more molds, and it took multiple communications AGAIN to get them to make my new aligners. Except, this time they required me to spend another $100. After all that effort (10+ times contacting their support and over six months wasted waiting for them to realize they'd never actually done anything), my teeth are still noticeably more crooked than my approved plans showed they would be. With the amount of hurdles I experienced just to still not get the product I paid for, I believe I'm entitled to a refund.

  Business Response

  Date: 06/29/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The fee of $100 was the standard cost to purchase the Candid Monitoring scan box that our orthodontists use to monitor each customer's treatment progress. It is not a fee that can be refunded. This customer agreed to use ********************** Monitoring during treatment so that their treating orthodontist could monitor their progress, however, this customer did not take scans during treatment, therefore, we were not able to properly monitor treatment. In regard to the delays, the customer did experience delays with receiving their refinement treatment, and a refund of $50.00 was issued on 09/23/22 for the inconvenience. If this customer is not satisfied with their end-of-treatment results, we are willing to continue working with them. Weve sent the customer an email to confirm the recent delivery of their retainer, and to see if they are interested in additional treatment.

• Initial Complaint

  Date:06/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $2200.00 and started treatment with Candid in July 2021, completed my 16-step liner process in April 2022. I am currently in the refinement phase because I would like some additional liners to fix my teeth which is acceptable. As of March 2022, Candid no longer allows clients to go into a physical office location to have impressions completed. Only new clients can visit the physical office location and have impressions taken. I have received several impression kits and cannot take these impressions by myself no matter how many times I have watched the instructional videos. I have called Candid numerous times to inform them that I would rather come into a physical office location. They have refused and stated they can offer me "Live video" assistance. I need a medical professional to complete this medical procedure in-person. I cannot allow for my teeth to revert back to its original state. Also, they informed me that I can go to a dentist provider, pay out of my pocket and request an STL scan and email them the imagery so they can work on the additional liners. That is not fair to me because I paid for full service and was not even made aware that I could no longer go into an office until I needed to go into an office. I just want to go into a Candid office and have new impressions taken without all the unnecessary hassle and failed at home attempts, thank you.

  Business Response

  Date: 07/07/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer submitted PVS impressions which were approved on 6/15/22. At this time, this customer has received a new treatment plan from their treating orthodontist and the customer approved of the plan on 6/22/22. This customers aligners are currently in production and will be shipped to the patient after they finish being produced. Since this customer was able to submit PVS impressions and approve a new treatment plan, Candid considers this complaint resolved.

• Initial Complaint

  Date:06/13/2022

  Type:Delivery 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 ordered retainers on 4/29/2022 after texting with the candid representative that assured me my retainers would be received no later than 2 weeks after they were produced. It took 3 weeks for the production of the retainers and they were mailed on 5/19/2022. I still do not have my retainers and after contacting **** as told by Candid since they washed their hands of the mailing, I was told that due to the method they used to ship the retainers would not be delivered until the 3rd week in July. To have to wait almost 3 months for this item is simply unreasonable and Candid refuses to take responsibility and create a new set of retainers and have them shipped appropriately by **** first class mail. I have had multiple conversations both by text and phone without any resolution.

  Customer Answer

  Date: 06/15/2022

  Better Business Bureau:
  
  My retainers were finally delivered in reference to complaint ID ********..
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told my kit would be here in 3-4 weeks after visiting their office. This was reflected in the app. Half way through week 3, I still hadn't received any tracking #, or even an update. They advertise they are "more convenient", which hasn't been the case. I call & no one knows what's going on & I'm told it will be 3-4 more weeks more. Come to find out, they didn't send the photos off. No one told me or obviously anyone else because no one knew. Last time I checked 3/24 - 6/6 2021 isn't 3-4 weeks. Anyway, things "go smoother", I just do my scans & move on. They had me wear a few steps longer, which I get. The issue here is, I am then told my aligners don't fit correctly. This took them till step 15/16, over the 8 months estimated, to figure out? I am then told to do a new impressions kit. It'll take 1-2 weeks to ship, 1-2 weeks for them to receive, 1-2 weeks to make them & 3-5 weeks to send back. At this point they should expedite it, that's just good customer service imo, especially when it's their error. They first told me no & gave the illusion of expediting. 2/13-4/13/22. In live chat, I finally ask to talk to a manager after I was told that nothing can be done. They told me they can submit it, but it isn't guaranteed that I will actually be able to speak to anyone else, I have the transcript. With no other choice, I say I guess I have to report them. INSTANTLY I get, "oh no! We can get you in contact!", & claimed that's not what they meant. It took 2 weeks, even though we scheduled a day for the week prior. I spoke to *****, but didn't do much. I'm then transferred to ****, who gives me the illusion of option, seems normal at this point. I'm told I could get a refund no issue. Next email, I'm told it's impossible. Finally, I'm told they've added 5 more months to my plan, but don't have to do it. They could just send me an retainer of my last step. Not even trying to remedy the situation, fix my teeth, or offer compensation. More info/documents upon request.

  Business Response

  Date: 06/07/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer was initially experiencing delays in their refinements plan because we had not received their impression kit back, which is necessary to begin treatment planning. In March 2022, the customer requested a supervisor due to the delays and per our process our support team escalated his concerns and a call with leadership was arranged. The customer was given a total of $200 worth of refunds due to the delays. A member of leadership ensured that the customers refinement aligners production and shipping was expedited. Once the customer received the aligners, they expressed concern with being unsure of the next steps and as an apology an additional $50 refund and a free retainer at the end of treatment was offered. The customer was not satisfied with this solution due to the length of time in treatment with the new refinement aligners. Candid treatment on average is about 6 months, but every customers biology is different and refinements are common. Our Candid orthodontists report that in their in-person practice, 1-2 rounds of refinements are common during clear aligner treatment. Given the customers experience, their treating orthodontist has approved a 50% refund with return of the aligners, or continued treatment with no refund. Currently, the customer is working with leadership on arranging a video call with our support orthodontist to discuss continued treatment. Since the customer agreed to the terms of treatment, we consider this resolved, however, we will continue working with the customer throughout treatment. 
  

• Initial Complaint

  Date:05/12/2022

  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 have a problem regarding my treatment, I think it is not finished yet but they have finished it, I informed them twice after my treatment was finished, that my result was not satisfactory, I still have an open space in my front upper teeth , I have followed all their instructions and it only gets better when I wear the aligners but after 15 minutes my teeth are separating again . They also told me that my they needed more time to be in place but I been wearing them for more than four months . As I have not obtained good results with my complaint I have contacted you, they only wrote in the app that they could not help me at this time without explicit explanations, please I would like you to help me in this regard, I would like they refund a part of the money I paid for the failed treatment, the total I paid was $2,300. Thank you and I really appreciate your help .

  Business Response

  Date: 05/26/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid has reached out to the customer via email as of today to obtain additional clinical information in order to consult their treating orthodontist. Candid's refund policy states that a refund is no longer available once the initial treatment plan is approved, so a refund is not an appropriate resolution at this time. However, we look forward to working with the customer and their orthodontist to ensure their concerns are fully addressed.