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:03/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During my treatment, I had continuously reported issues that my aligners werent fitting correctly, from the very first stage. I reached out in January, Feburary, May and June and asked for my treatment to be reviewed as the treatment was not working. I was told the orthodontist would be reviewing my case and getting back to me with a new plan, however I never received my response.I was unable to continue treatment due to the treatment not working and the orthodontist not responding to any of my requests. The orthodontist instead just cancelled my treatment.

  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 January, 2020 with a total of ******************* their treatment plan. At the end of that round of treatment, the customer requested an additional round of treatment with refinement aligners. The customer received an additional ********************************************************* September, 2022. Our records do not indicate that the customer contacted ********************** to request additional refinement, however, Candid will defer to the customer's treating orthodontist to determine if additional treatment is the best course of action. The first step in having the customer evaluated for additional treatment will be to sign a new consent form with this link here *******************************************. Once the customer has signed a new consent form, they will be asked to take new diagnostic photos and impressions so that their orthodontist can evaluate their oral health and design a new treatment plan for the customer if they believe that they will benefit from additional treatment. Candid will also email the customer with instructions on how to take new photos and impressions at home and we strongly encourage the customer to contact our support team with any additional questions or concerns that they may have.

  Customer Answer

  Date: 05/08/2023

  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:

  The response from Candid is inaccurate in several places.

  1.They stated I completed the additional round of treatment in September. This is not true, my second round of treatment was terminated by Candid.

  2. They stated that I never contacted Candid to request additional refinements. This is not true, I called on the 13th March and again on the 15th March to request they resume my treatment and both times was refused.

  At this time, I am waiting for Candid to decide if they will honor completing my treatment so this complaint is unresolved.

  ****
  

   

   

   

   

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

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

  Business Response

  Date: 07/13/2023

  Candid has relayed the customers treatment concerns to the treating orthodontist who advised the patient to perform a trim of their final aligner step 20 in order to allow their bite to settle before we create new refinement aligners. An email with instructions was sent to the customer on 6/2/2023 and the customer's ********************** monitoring has been updated to allow them to continue to take periodic scans so that their treating orthodontist is able to monitor their progress. The customer is still eligible for free refinement aligners but the treating orthodontist has made the decision that bite settling must occur first.

  Customer Answer

  Date: 07/18/2023

  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 had not committed to finishing my treatment in previous communication, however they have finally agreed in the last response. 

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

  
  

• Initial Complaint

  Date:03/10/2023

  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.

  Candid ended my treatment prior to completion because the original provider was no longer employed by them. The second reason they gave me was that there were no other providers in my state. I requested a refund since I already paid in full and they refused.

  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 was originally informed that we would not be able to continue orthodontic treatment due to their orthodontist not working with Candid, however, this information was not accurate. Candid does have a licensed orthodontist in the customer's state and they are able to proceed with receiving additional treatment with free refinement aligners. The customer provided us with new photos and  impressions that their orthodontist will use to evaluate their oral health and create a treatment plan for the customer. ********************** will continue to work with the customer and we strongly encourage them to reach out to our support team if they have any additional questions or concerns.

• Initial Complaint

  Date:03/08/2023

  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 was told by Candid that I had supposedly completed my treatment even though my bottom front teeth were still not aligned well (crowded, too far back, and not straightened) I wore my last set of aligners for awhile to try to give them a chance to do their job and fix my teeth. When it was clear to me that they were not going to completely fix my teeth, I reached out to Candid to ask them to finish my treatment and send me more aligners. I was told that if I had reached out within 30 days after they deemed my treatment "completed"- they would have fixed my teeth but since I was outside of that window there was nothing they could do for me. The package I purchased from Candid said that it would take my teeth from their beginning phase to the end completion of my teeth being corrected. I asked repeatedly to speak to a supervisor about my case and was told repeatedly that I had no way whatsoever to contact anyone in management- that they don't have direct lines or email addresses. This is just poor customer service and a horrible way to take care of their patients. I would at least like the chance to plead my case with management for them to make an exception and ultimately for them to complete 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. After reviewing this customer's concerns, ********************** would like to assist the customer with starting our refinement process so that the customer can be evaluated for new refinement aligners. The treating orthodontist will require new diagnostic photos and impressions from the customer so that we can evaluate their oral health and also design a treatment plan for them. The customer should've received an email from ********************** that explains the next steps. The customer will first need to submit a new consent form by logging into their Candid portal at portal.candidco.com. Once the consent form has been signed by the customer, they will receive a new impression kit in the mail within roughly 5 days. If they have additional questions about submitting new photos or impressions we strongly encourage them to contact us at ************ so that we can assist them in real time.

• Initial Complaint

  Date:03/06/2023

  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 treatment in October of 2021 after paying the company $3000. I was assured that as part of my treatment, I would have lifelong access to retainers to keep my newly aligned teeth in place I followed all of my Candid orthodontist instructions, took all my scans on time, and completed my treatment plan. At the end of my treatment in July of 2022, my molars were no longer in alignment. My Candid orthodontist had me cut my holding retainer down so my back teeth could move. He instructed me to stay in this step and call customer service to get new impressions "if needed". When I called to get new impressions done so I could get new retainers I was told that they would no longer treat me, they wouldn't send me holding retainers or an impression kit even after I offered to pay for it, and that I needed to go to a local orthodontist to get custom retainers made. This is after calling multiple times and spending more than an hour on hold.

  Business Response

  Date: 03/20/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid is fully committed to working with this customer to create a better fitting retainer that will allow them to retain the progress they've made with aligner treatment. We strongly encourage this customer to reach out to our support team at their earliest convenience either via phone at ************ or via LiveChat so that we can assist them with taking new diagnostics at home so that Candid can create a new custom retainer for them.

• Initial Complaint

  Date:03/03/2023

  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.

  Hello,I wanted to follow up regarding the all of the many issues with my order. Initially I was informed verbally and via email in writing that my retainer would arrive in 2-3 weeks. The time came and went so I called and was told that the information that Candid provided, verbally and in a written email, was incorrect and that it was actually 3-4 weeks. I was told because this was Candids mistake that I would receive a refund of *****. At the time I was not given a tracking number because I was told that one was not available. Then 3-4 weeks later still no retainers, so I called in again and requested a tracking number. I was provided with one and told that the retainers should arrive shortly. Finally, March 1, 2023 my retainers arrive. The box is beat up and no chewies, case, or whitening foam are in the box. Additionally, my box has no packing slip in it. I am convinced at this point that my order was hastily shipped out. I call on March 3, 2023 and am told that you all no longer provide chewies or cases DESPITE advertising them and including them in the imagery that accompanies the payment confirmation email. This is fraud. At so many points in this journey I have been verbally told by your employees that the website and emails that are sent out are inaccurate. This is a problem. Additionally, the retainers have an odd fit and I am questioning if they are actually mine even though they were in a bag with my name on them. I was also told despite holding for ten minutes that a manager/lead was unable to speak with me to resolve my issue. This is a common theme whenever one is requested. I was then told that I may or may not be called back today and that I can submit an email.

  Business Response

  Date: 03/27/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer ordered a set of retainers on 1/30/2023 for a total of $99 but the production and shipping of the order was delayed. All retainer orders used to be delivered with a set of whitening foam and an aligner case, however, retainer orders no longer ship with those additional materials in them. When a customer orders a retainer on our website it does not mention whitening foam or a case being included but we understand that the customer was frustrated to not receive those items. Candid has offered the customer a 50% partial refund on their retainer order which was processed for the customer on 2/23/2023. In addition, ********************** has ordered the customer a free order of whitening foam and an aligner case so that they have those materials but we have advised the customer that future retainer orders will not include the free whitening foam or aligner case anymore.

  Customer Answer

  Date: 03/27/2023

  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]

   

   The fit issue with my retainers still has not been addressed. 

   

   

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

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

  Business Response

  Date: 05/12/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. All retainer orders are based on the final aligner step in the customer's treatment plan. In this case, the customer's original treatment plan had a total of 5 aligner steps, therefore, the retainer will fit exactly like step 5 of their treatment plan. In addition, all future retainer orders for this customer will fit exactly like step 5 of the treatment plan. It is possible that the customer's teeth have shifted which is causing the fit issues related to their retainer order. Candid will refund the customer the remaining $49.50 that they paid for their retainer order on 1/30/2023 and those funds will be reflected back to the customer within **** business days. ********************** recommends that the customer consider having a custom retainer made with a local dentist in their area to retain the aligner progress that they made during treatment since Candid will not be able to produce a different retainer for the customer. In addition, the consent form that the customer signed 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". This section of risks and limitations has been attached to this response.

• Initial Complaint

  Date:02/24/2023

  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 began my treatment in February of 2021, and was told it would take around 8 months. I was told that based on my occlusion, i would never have perfect teeth, but they would be improved, which was fine with me for the price point and ease of treatment. By about 4 aligners into my treatment, my bite changed so that the front teeth made contact, and I was unable to close my molars with the aligners out (like any time I ate). When I mentioned this to customer service, I was told to continue treatment and that my bite could be adjusted at completion. Due to some delays in teeth shifting, I concluded treatment in December of 2021, and was told to trim my final set of aligners until my bite settled at which point I would make a new impression and get my final retainer. By late April of 2022 my teeth had shifted and I requested my new impressions kit, which I made and sent back. Inconsistent communication lasted from Candid through August, when I received a new retainer, but upon using it, I learned it was my original final retainer, and it reset all of my progress painfully over the course of a couple of days. While waiting for another impressions kit, I received 2 more sets of the incorrect retainer in the mail, and then called customer service every 2 weeks until December when my new retainers were finally delivered. Unfortunately, they caused the exact same problem as the original set. I have been wearing partial retainers for over a year now because Candid is unable to send me a retainer that matches my actual bite and I have given up in completing treatment with them. I will likely have to pay out of pocket for a different company to get aligners that help set my bite permanently. I am aware that I signed various papers upon agreement to receive treatment, and at this point I just strongly want to encourage anybody who is considering Candid or Candid Pro to weigh the pros and cons. The bargain product leaves a lot to be desired.

  Business Response

  Date: 03/20/2023

  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 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for 14 days for a minimum of 22 hours per day. In some cases, a customer may need to trim their final aligner step at the end of treatment to allow their posterior bite to settle over a period of time. In this case, Candid would like to continue working with the customer towards creating a new custom retainer for them that will be based on the current positioning of their teeth if they are willing to take new diagnostics at home. This will allow the customer to retain the progress that they've made during aligner treatment. If the customer does not wish to provide new diagnostics for a custom retainer, then they do still have the option of having a different custom retainer made with a local dentist in their area if they prefer.

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for treatment with Candid to fix spacing issues and followed their instructions with aligners for a year. After completing my treatment I was very frustrated to find that my back teeth do not touch. This is causing issues for me when eating, sometimes unable to chew my food and at risk of choking. Additionally, I am unable to rest my face or jaw in a closed mouth or resting position as my back teeth do not touch. My bite and palate were not considered in the treatment process. This can only be solved by going through an entire treatment that also includes the back teeth, which were not considered in the process. I would like a refund. The website is not allowing me to contact the orthodontist that oversaw my treatment. There is also no way to request a refund once treatment is completed, which is why I am filing this complaint.

  Business Response

  Date: 03/20/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer originally approved their treatment plan with Candid on 9/9/2021 and they had a total of 16 aligner steps in their treatment plan. This customer has concerns about their end of treatment results causing their back teeth to not touch. In some cases, a customer's posterior teeth may not touch at the end of treatment due to their bite needing time to settle or because their anterior teeth are not fully aligned. Candid offers customers the option of receiving additional treatment with free refinement aligners if their teeth still need aligned at the end of treatment. Candid is fully committed to working with the customer to provide them with additional treatment to align their smile if they are interested in continuing treatment.

  Customer Answer

  Date: 03/31/2023

  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 if Candid co responds with a plan for corrective and effective treatment. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent $2,249.00 on Candid Aligners to straighten my front teeth on February 15, 2021. After the first 12 steps of treatment (7/21), my front teeth were not in alignment and I was not happy with my results, hence, Candid promised to provide me with another 12 steps of treatment (9,21). I had to wait nearly six months for my second set of treatments to arrive (****). This turned my promised "4-6 months of treatment" into 17 months since I was delayed for so long. At the end of the second round of aligners (****), I was still unhappy with my results and honestly did not see any change from the past 12 aligners that I had to wear for 22 hrs a day. Furthermore, there were issues with the app during my second round of treatment. At my 20th set of aligners, the app reset back to the beginning of treatment and was sending me notifications like it was my first time using Candid. This is completely unacceptable given the fact that I was supposed to be under an ************** care and supervision throughout my treatment. At the end of my second treatment, I requested for a third round of treatment (****), as my teeth were still not straight. Candid agreed to proceed with more treatment and sent me the molds in the mail. When the molds arrived, I was out of the country and unable to receive them and send them back right away. When I got back from my trip and sent them in, I was told that too much time had passed and that I was no longer able to receive treatment from them. From my point of view, this is incredibly bad business given the fact that I did not receive what I had paid for. I was not satisfied with my results, delayed in my treatment, not satisfied with the overall care or the service I was provided, and was cut off from my treatment due to delay on my end, which is completely unfair given the fact that they were delayed in providing me with my second set of treatment. Why is it okay for them to be delayed and make mistakes but it not acceptable for me?

  Business Response

  Date: 03/20/2023

  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 February, 2021 with a total of 12 aligner steps in their treatment plan. At the end of treatment, Candid customers have the option of requesting additional treatment with refinement aligners as long as they reach out within 30 days of ending treatment. In addition, Candid customers must also provide diagnostics from home within 60 days of requesting refinement to be eligible for additional treatment for free. In this case, the customer did reach out at the end of their treatment to request refinement but they did not provide the diagnostics within 60 days which is why they were informed that they were not eligible for further treatment. Candid does truly want to continue working with this customer to finish their aligner treatment, therefore, Candid will update their account to allow them to proceed with additional treatment with refinement aligners for free. The next step in this process will be for the customer to complete a new consent form online using their Candid account. Once the consent form has been signed, the customer will receive a new impression kit in the mail just like before in order to take impressions and photos at home. The customer will still have a 60 day period to take these diagnostics in order to move forward. If the customer has any additional questions or concerns we strongly encourage them to reach out to our support team at ************ or via live chat so that we can assist them in real time.

  Customer Answer

  Date: 03/24/2023

  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:01/27/2023

  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 started treatment with Candid in 11/21. When I signed up with them, I was told I could do oral scans in-office for aligners/retainers. I agreed to work with Candid because I had a poor experience with home impressions before and I wanted in office scans to ensure correct fit. I finished phase 1 of treatment about 6/22. Further treatment was suggested, however they forced home impressions on me and the aligners they sent in 9/22 didn't fit correctly. After many conversations (which I have documented) I decided not to move forward with treatment as I no longer trusted their clinical competence. In mid-October ******************************************************** and sent it to Candid so that I could get retainers made. I want to make sure my teeth do not move after months of treatment. On 10/27/22 I was told the scan was approved and I should get retainers in 3-5 weeks. Several more chats later, the order was confirmed again 12/7/22. I was told the order was expedited 1/3/23. Told I'd get a tracking number in 2-3 days on 1/14/23. Today when I inquired, I was first told "treatment is still under reviewing by your orthdontist" and when I argued that I am no longer in treatment, I was told my order would come in 3-4 weeks from 12/7/22. We are way past that timeframe. I asked to talk to a manager and was told no one was available but I'd get a call in ***** hours from someone. All I am looking to receive is the properly fitting retainers I should have at the end of treatment, as promised. I can't seem to get anyone at Candid to help me. It's been 3 months and many frustrating interactions that get me nowhere. Please help. I've attached just a few of the recent documented conversations. There are many more if needed.

  Business Response

  Date: 02/09/2023

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The custom retainer for this customer was shipped on 2/1/23 per tracking #****************** and is out for delivery today on 2/9/23. The customer should receive this package from *** either today or tomorrow. Candid strongly encourages the customer to contact our support team via phone at ************ between the hours of Monday-Saturday 9am-7pm if they experience any further issues or concerns with the custom retainer that they receive.

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have finally received my retainer so this has finally been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/18/2023

  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.

  It wasnt until I finished my treatment that I noticed that my front tooth was more crooked than it was originally. Contacted Candid 6/4, said I wasnt pleased & would like to go through the refinement process. Told I needed new molds, they'd send a kit. Weeks later, no kit. I asked if my dentist could provide a mold, they said yes, I provided, they lost the mold & provided another kit. When the plan populated in my portal there was a space between my front teeth that I dont have. I told them the scan wasnt accurate & was told an ortho would review. I called numerous times to get this straightened out, each time having to explain the issue to have it captured incorrectly. On 8/23 I requested a new retainer be made. Early Sept the 3D model was the same as before even after I sent diagnostic photos. Placed a call on 9/30, was assured a new 3D would be created. The treatment plan was never corrected. I asked them to use my original molds, knowing my current aligner fit well. A new retainer came in Dec but it wasn't the same material as my past aligners, had more splash by the gum ************ have the same pliability. Day one I snapped it in & when I removed it, it pulled out my Crown out & broke a tooth, it was way too snug, I had to have an root canal & new crown made! 3K in damage from Candids retainer being made wrong! Can't wear my old retainer because having a new Crown changes the fit. This was a problem, because teeth move w/o a retainer. I called & they gave me credit for the retainer. On 1/11 I called concerned, my teeth were now misaligned because I wasn't unable to wear a retainer since the retainer they provided was made incorrectly. Their response "after 60 days of my treatment, the doctor considers your treatment to be completed, we cannot offer any treatment or refund." I paid over **** for my teeth to be aligned, went through 8 months of treatment for them to be right back to where they were when I started due to an improperly made retainer.

  Business Response

  Date: 03/03/2023

  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 1/31/2021 with a total of 16 aligner steps in their treatment plan. The customer finished their treatment on 8/22/2021 but had concerns about the end result of their teeth. At that time, Candid began working with the customer on a new treatment plan to further align their smile, however, the customer later indicated that they only wanted a retainer. At this time, Candid will defer to the customer's treating orthodontist to determine the best path forward. Once the customer's orthodontist has determined next steps, Candid will contact the customer via email in order to work with them towards a solution.