ComplaintsforCandid

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid for Candid's aligners and Zoom Whitening on 08/17/21 (Case#******) during the studio appointment. Studio employee ********* explain to me that I would receive the Zoom Whitening first while the aligners took 3-4 weeks to manufacture and ship. I approved my treatment plan on 08/24/21 and was notified ETA was 2-3 weeks. I contacted Candid (Zendesk #******) to verify I would receive the Zoom Whitening before the aligners. Nico responded and said it normally arrives a week before the aligner kit. On 09/01/21, I received both my aligner kit and the Zoom Whitening kit on the same day via UPS. I contacted Nico through Zendesk for a store credit refund to roll into the Zoom Whitening that is offered post procedure. Nico said he checked with his team and said he could not refund stating "the kit is custom made out of your teeth. It has been produced and you received it already."

  Business response

  10/18/2021

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The Phillips Zoom Whitening product the customer purchased is a nine day Pre-Aligner treatment that cannot be used at the same time as Aligner Treatment. For both products, the trays are custom made, and they are non-refundable once once payment has been accepted and the Treatment Plan has been approved per Candid's publicly posted refund policy, which can be found here: ******************************************** . Because of this policy, a refund is not an appropriate resolution.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon completion of my treatment plan, my molars and back of my teeth no longer touch and I can no longer chew food as a result of Candid's aligners. I started 01/2020. The alignment of my teeth did not match the simulation provided by Candid. I contacted Candid, expressed my concerns, and a two refinements were provided by Candid. The back of my teeth no longer touch. My molars do not touch and I cannot chew food.The overall service and plan from Candid ** has been severely misleading. Further, my request to connect with an Orthodontist to ensure a proper treatment plan is provided has been denied on several occasions. I have documented each conversation, treatment plans, and simulation provided by Candid on what the outcome of my teeth will be based on their service. My teeth do not match what they proposed to me. I have requested to be refunded and it has been denied. This experience & the outcome of my teeth has me feeling uncomfortable eating in public, & saddened by the look.

  Business response

  10/18/2021

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. On 09/04/21 the customer contacted us to inform us their bite is not satisfactory after their last round of treatment steps. Candid offered further treatment at no additional cost to continue adjustments until the results from their treatment plan are reached. The customer requested to speak directly with their orthodontist, but this is not possible with Candid's current treatment model. At this time, Candid is awaiting further diagnostics from the customer in order to design the next steps in their treatment plan and continue forward. Because Candid's determination is that treatment can be continued, a refund is not an appropriate resolution.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Candid to straighten my teeth. When I went to their studio to get my impressions done they made it seem like it was a smooth process. When I finally got my kit and started to wear them I was experiencing excruciating pains in my mouth. It made me dizzy, nauseous, and Ive even passed out from this pain. I contacted them several times about this issue and all they kept telling me was to take ibuprofen or Tylenol and use the chewies. I kept telling them I was doing all of that and nothing was working but they ignored me. After passing out again, I contacted them again to see what I could do to stop treatment altogether because nothing was being done. The lady I talked to told me that if I could get a note from my doctor stating this medically is not a good treatment for me I could get a refund and stop the treatment. Now with the note and me finding out Im pregnant with severe morning sickness. The assigned orthodontist is not approving to stop treatment. Even with my note.

  Business response

  09/14/2021

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer had reached out regarding the dizziness, nausea, and pain on 08/12/21. The customer had told us that they could not wear their aligners due to Hyperemesis gravidarum (HG), severe morning sickness. The information was relayed to the customers orthodontist which in response they said This patient is more than welcome to pause treatment and restart treatment at the proper time, due to the medical condition; however, the patient is not eligible for a refund. As of today, a member from Candids Patient Experience Team has reached out to the customer to find the best next steps. We will continue to work with this customer until the situation is resolved. However, at this time a full refund is not appropriate.
  
  

  Customer response

  09/15/2021

  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:

  Before I found out I was pregnant, my doctor told me medically this treatment was not right for me. Which was told to me all I needed to get a refund by their employee, Shanae on July 3rd. My dentist even told me that aligners would not be suitable for me due to how badly my teeth are spaced. I would need braces. Before I even started to ask for a refund, they werent even taking my concerns seriously. I was even lied to by their employees in the candid studio. They also kept out a lot information that shouldve been told to me. The whole process is very unprofessional.

   

   

   

   

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

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

  Business response

  11/05/2021

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid has agreed to refund this customer and discontinue their treatment due to the complex nature of their case. The refund was processed on 10/15/21 and our records indicate that the customer received the funds on 11/2/21. Additionally, on 11/5/21 the customer confirmed to our support team that they had received the refund and that they did not need any further assistance.

  Customer response

  11/09/2021

  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,
  
  ***************************
  
  
  
   
  
  

*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. ↩