Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As everyone else states about this company, they pulled the plug now we can no longer get retainers. Everything Candid did was digital. My question is WHY they could not send out latest scans to the Candid providers in our community? We are all forced to pay $500++ to get newly scanned to continue to receive retainers, on top of the cost of the actual *********** some responses they claim everyone was emailed prior to the model change. I can say with 100% certainty they did not, as I always check my junk email. In other responses they say they informed us Publicly? What exactly does this mean?? No one else complaining has said they received any communication what so ever. If I had, I would have probably gotten at least 3-4 retainers in preparation. When I reached out, I was sent a link with local Candid Providers. The link served no purpose; I had to do my own researchand $500 was the least I could find to be scanned all over to get retainers. When I finally visited the provider I did ask why they were not able to obtain our digital scans? i was not given a straight answer, other then Candid has been less than cooperative in this regard. I feel very bad for the folks that had not even completed their treatment! Thats horrible that they will most likely get no compensation. Why is there not a class action lawsuit?

  Business response

  10/17/2024

  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 in October 2019 with ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. The initial cost of treatment covers the first treatment plan and aligner kit which this customer completed in December 2020. This customer completed 1 additional round of refinements covered by Candid and our team of orthodontists. This customer completed treatment in June 2022 and was advised how to transition into the retention phase of treatment using their last step as their initial retainer. This Customer did not report any end-of-treatment concerns or issues therefore, Candid considers this customer's treatment complete. 

  
  In March 2022 Candid publicly announced via news publications, our website, and e-mails to customers that we would be ending aligner kit sales for new direct-to-consumer customers and move to in-office treatment only under the name CandidPro. During this transition from March 2022 until our DTC business closed on December 31, 2023, Candid offered continued treatment and support to our long-standing customers, we sincerely apologize if you were not aware of this change happening.

  
   This customer stated that any current customers still in treatment at the end of 2023 are no longer being supported. This is not true, Candid is committed to helping our remaining customers and providing support until completion of their current treatment. 

  
  In January/February customers were sent e-mails notifying them about the end of Candids Direct-to-Consumer business and the final option to purchase retainers. Multiple e-mails were sent during the final retainer sale to the e-mail address on file with each customer's account. The last day to purchase retainers was March 8th, 2024. We sincerely apologize if you did not receive these emails regarding Candids end direct-to-consumer business and the decision to end sales for retainers.

  
  We understand this change in Candids transition to a 100% in-office model of care has caused issues for our long-time direct-to-consumer customers, as many customers were promised they would be able to purchase retainers when needed. Candid offered retainers for purchase to our customers as an additional service, as stated above this service has since ended as of March 8, 2024. Unfortunately, Candid will not be offering refunds to patients due to this change in our business model. Candid's Terms of Service states *** reserve the right to modify or discontinue the service (or any part or content thereof) at any time. Additionally, we reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes. Continued use or access to the Sites or Applications after such changes constitutes acceptance of those changes."  See our website for more information regarding our Terms of Service. ***************************************************************.

  
  There are many dentists who can prescribe retainers. If you have a general dentist, you can ask them if they offer retainers, most providers do. If not, you can also find a list of dentists near you at ********************. 

  
  Customers are welcome to visit our website to see a list of local CandidPro providers in their area offering stand-alone custom retainers. *********************************************************************
  
  
  Candid is unfortunately not sharing our manufacturing models/files with medical providers as it poses a risk to Candid and potentially to your new provider in case of error. Additionally, the age of most manufacturing models renders them out of date according to most accepted medical standards. We strongly advise having new scans taken with any new provider to ensure the most up-to-date and accurate models.  
  
  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.
  

  
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern: I am writing to request your assistance regarding a dispute with Candid *** from whom I purchased orthodontic treatment services. On July 1, 2019, I began my treatment with Candid *** during which I was assured of continued access to retainers for a nominal fee of $100 post-treatment, a vital component of my decision to choose their service.Regrettably, I recently learned that Candid ** is no longer honoring this agreement, citing changes in their business model. This abrupt discontinuation has left me without necessary retainers to maintain the alignment of my teeth post-braces, resulting in significant dental shifting. This not only undermines the results of the initial treatment but also impacts my oral health.The treatment cost $1,735.12, paid under the premise of sustained support through retainers. The companys failure to fulfill this promise and the lack of prior communication regarding the discontinuation of the retainer service are highly concerning.Despite efforts to resolve this directly with Candid *** I have not reached a satisfactory resolution. Therefore, I am seeking the BBB's help to facilitate a resolution. I am requesting a refund of $1,735.12 as compensation for the unfulfilled commitment that formed the basis of my agreement with Candid **.Thank you for your attention and support in addressing this matter. I look forward to your assistance in obtaining a fair resolution.Sincerely,******* *************

  Business response

  09/10/2024

  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 in July 2019 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. The initial cost of treatment covers the first treatment plan and aligner kit which this customer completed around February 2020. This customer reached out in June 2021 to request refinements, a new case was opened for the customer to submit new materials, customer submitted consent form and some photos, retakes were requested by our support team but the customer did not resubmit nor did we receive any new impressions for their new treatment plan due to our studio locations being closed due to Covid. Customer has since been in the retention phase of treatment, therefore, Candid considers this customers treatment complete.  

  Unfortunately, Candid has decided to end its direct-to-consumer business and transition to a 100% in-office model of care. Our Direct-to-consumer business came to a close on December 31, 2023, the last day to purchase retainers was March 8th, 2024. Customers were sent emails in January/February notifying them about the closure of Candids Direct-to-Consumer business and the final option to purchase retainers. Multiple e-mails were sent during the retainer sale to the e-mail address on file with each customers account, depending on your e-mail provider it is possible that these e-mails were marked as spam. We understand this change has caused issues for our long-time direct-to-consumer customers, we sincerely apologize and hope that you will continue to use retainers to maintain your smile going forward.

  There are many dentists who can prescribe retainers. There are also third-party companies that can create retainers for you. If you have a general dentist, you can ask them if they offer retainers. You can also find a list of dentists near you at ********************.
  
  Customers are welcome to visit our website to see a list of local CandidPro providers in their area offering stand-alone custom retainers. *********************************************************************
  
  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

  Customer response

  09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear *** ********,

  Thank you for facilitating communication regarding my dispute with Candid, detailed in my original complaint ID #********.
  In my initial agreement with Candid Co dated July 1, 2019, I was explicitly assured of the availability of post-treatment retainers for a nominal fee, a pivotal factor in my decision to choose their services. This commitment was foundational to the agreement, underpinning my willingness to pay $1,735.12 for orthodontic treatment that promised sustained dental alignment through accessible retainers. Unfortunately, Candid **** abrupt shift in their business model has nullified this essential service, leaving me without the necessary retainers and causing significant dental shiftingthus undermining the results I invested in and adversely affecting my oral health.

  Despite my attempts to resolve this directly with the company, I have not been provided with a satisfactory resolution. Candid **** recent response through the BBB does not address the core issue: the failure to uphold their contractual promise of lifetime retainers at the agreed price. This breach has not only impacted my dental outcome but also imposed additional financial burdens to seek alternative treatments.

  Given these circumstances, and the company's decision to no longer honor their original agreement, I am compelled to reiterate my request for a full refund of $1,735.12. This amount reflects the full cost of treatment paid under the premise of continued support through affordable retainers. A refund would rectify the breach of agreement and allow me to secure the necessary dental care disrupted by Candid's strategic changes.

  I trust that the BBB will support my request for a fair resolution in light of Candid Cos failure to fulfill their explicit commitments. I look forward to your prompt intervention to conclude this matter equitably.
  

  Thank you for your understanding and cooperation.
  

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

  Business response

  09/23/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The initial cost of treatment covers the first treatment plan and aligner kit along with their initial retainer which is the last step of the customers treatment plan. This customer has been in the retention phase of treatment since early February 2020, therefore Candid considers this customers treatment complete. 
  
  We understand this change in Candids transition to a 100% in-office model of care has caused issues for our long time direct-to-consumer customers, we sincerely apologize. This customer previously stated that ********************** is required to provide retainers to customers for life, this is not true. ********************** offered the option to purchase retainers to customers as an additional service, this service has since ended as of March 8, 2024. Unfortunately, Candid will not be offering refunds to patients due to this change in our business model. Candid's Terms of Service states "We reserve the right to modify or discontinue the service (or any part or content thereof) at any time. Additionally, we reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes. Continued use or access to the Sites or Applications after such changes constitutes acceptance of those changes."  See our website for more information regarding our Terms of Service. ***************************************************************.
  
  There are many dentists who can prescribe retainers. If you have a general dentist, you can ask them if they offer retainers, most providers do. If not, you can also find a list of dentists near you at ********************.

  Customers are welcome to visit our website to see a list of local CandidPro providers in their area offering stand alone custom retainers. *********************************************************************
  
  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.
  

  
  

  Customer response

  09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After carefully reviewing their reply, I must respectfully disagree with their position. I wish to assert that during my initial engagement with Candid, I received a verbal agreement that they would honor their commitment to provide retainers throughout the retention phase. This verbal contract is not just a casual understanding, but a crucial part of the conditions under which I proceeded with my treatment.
  

  As you are likely aware, verbal agreements are recognized as enforceable under common contract law, provided there is clear evidence of the agreement and both parties' intent to form a binding arrangement. The verbal assurance given to me during our consultation, in addition to Candid's advertised services at the time, constitutes an oral contract, which I accepted in good faith.
  

  Furthermore, while Candid references their right to modify or discontinue services under their updated Terms of Service, such changes should not negate existing agreements made prior to those modifications. Any retroactive application of new terms that unilaterally changes the services offered to me without prior notification or consent may be considered a breach of the implied terms of fair dealing and good faith. It is my understanding that existing customers should not be negatively affected by abrupt changes that disrupt the reasonable expectations established at the start of treatment.
  I am requesting that Candid uphold its original commitment to providing retainers as agreed and consider the legal and ethical implications of altering previously promised services. I trust in the BBB's expertise and fairness, and I am confident that they will assist in ensuring a fair resolution based on the totality of the circumstances, including verbal agreements and past practices.
  

  Thank you for your time and attention to this matter. I look forward to resolving this issue promptly.
  

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

   

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I began my treatment with Candid in December of 2020, paying $2,200 for unlimited realignments, with satisfaction guaranteed, when they were a direct to consumer provider. Over the next four years, I was dragged through three different realignments as a result of the aligners not fitting properly. At nearly every scan, I was told that my aligners were unseat, but they continued to encourage my treatment and use of chewies, never did I speak with an orthodontist, never were my concerns met with care or answers, it was always, use the chewies, continue wear, we have no answers for you. I was asked to cut my aligners and all of my complaints were ignored. In January of 2024, I had been in the same aligner for over 6 months without any contact, I reached out and they advised that I would need to start treatment over yet again. I was hesitant since my results were not what they had promised or anywhere near as quick as they had initially indicated and the aligners were barely fitting at that point. In August of 2024, I went to a traditional Orthodontist to explore a different option, upon that appointment, I learned that my teeth had serious Root Resorption as a result of Candid's lack of care. My teeth are at risk of falling out requiring implants and other extreme preventative measures. Candid is an untrustworthy, uncaring, and unsafe practice for teeth movement. I am happy that they are no longer direct to consumer, because I am sure I am not the only one who has seen more harm than good come out of this service. Choosing the convenient option of a direct to consumer service has now cost me my teeth. I would strongly discourage anyone from utilizing this service without serious consideration for the health of your teeth.

  Business response

  09/05/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer indicated in their complaint they were told by a local orthodontist provider that they have serious root resorption as a result of Candid's aligner treatment. Our patient experience team has been informed of this customer's complaint and will reach out to this customer to gather information for our quality team to further investigate. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Candid stopped their operation in Jan 2024. I wasnt done with my treatment. They made it difficult to take and send photos. I submitted photos before their deadline and they claim that I didnt get back to them in time even though I have proof. They have declined to continue my treatment and didnt offer a refund.

  Business response

  09/06/2024

  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 in June 2021 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. The initial cost of treatment covers the first treatment plan and aligner kit which this customer completed in February 2022. This customer completed 1 additional rounds of refinements which were covered by Candid and our team of orthodontists. This customer successfully completed treatment in November 2022 and was advised by their orthodontist to vertically trim their aligners to allow their bite to settle and complete scans every 3 weeks to monitor progress. Customers last scan was taken in September 2023, a new case was opened shortly after for the customer to submit materials (consent, photos and impressions) for a new set of retainers, customer was informed via e-mail that all materials had to be received by December 15, 2023 to allow the lab time to process all materials. The customer only submitted their consent form and impressions for the retainer however, we did not receive any photos prior to the deadline. Candid Support however, gave this customer a bit of an extension to submit photos, we received the photos on January 11, 2024 however only 1 of the 8 photo were usable, Support requested retakes for the remaining 7 photos. Customer did not respond with new photos prior to their case expiring on January 29, 2024. 

  Unfortunately, our direct-to-consumer business is closed and we are no longer offering retainers or custom retainers. However, there are many dentists who can prescribe retainers. There are also third-party companies that can create retainers for you. If you have a general dentist, you can ask them if they offer retainers. You can also find a list of dentists near you at ********************. 
  
  Customers are welcome to visit our website to see a list of local CandidPro providers in their area offering stand alone custom retainers. *********************************************************************
  
  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

   

   

   

• Initial Complaint

  08/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To Whom It May Concern,In 2021, I invested approximately $2,400 in aligners from Candid, I was promised that upon completing the treatment, I could purchase additional aligners for $99 each lifetime. I finished my treatment in Aug 2022, and now I need my very first new retainer, However, due to the discontinuation of Candid's remote services, I never had the opportunity to make this purchase.Recently, when I sought to order new aligners, I discovered that Candid had ceased their services without notice, leaving me and others in a difficult position. Now, I face the daunting prospect of spending $800 to $4,000 with local orthodontists, far exceeding the $99 originally promised. This situation has left me feeling misled and scammed, as all the money, time, and effort I invested now seem wasted.Desired Resolution:I kindly request that Candid honors the original commitment and provides the aligners at the agreed price of $99 each. If an exception can be made, I would like to purchase them as promised. Alternatively, if this is not possible, I request a refund for the money and time invested. It is only fair to make things right for customers who trusted in **********************'s service and promise

  Business response

  08/15/2024

  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 in June 2020 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. The initial cost of treatment covers the first treatment plan and aligner kit which this customer completed in February 2021. This customer completed 1 additional rounds of refinements which were covered by Candid and our team of orthodontists. This customer successfully completed treatment in September 2022 and was advised how to transition into the retention phase of treatment using their last step as their initial retainer. This customer did not report any end of treatment concerns or issues that would warrant a refund, therefore, Candid considers this customers treatment complete. 
  
  In March 2022 Candid publicly announced that we will cease our operations in the direct-to-consumer aligner business and move to in-office treatment only under the name CandidPro/ProMonitoring. During this transition over the past 18 months we have had the privilege of providing continued treatment and support to our long-standing customers, we sincerely apologize if you were not aware of this change. 
  
  Our Direct-to-consumer business came to a close on December 31, 2023, the last day to purchase retainers was March 15th, 2024. Customers were sent emails in January/February notifying them about the end of Candids Direct-to-Consumer business and the option to purchase up to 4 sets of retainers. Multiple e-mails were sent during the retainer sale to the e-mail address on file with each customers account, depending on your e-mail provider it is possible that these e-mails were marked as spam. We sincerely apologize if you did not receive these emails regarding Candids decision to end direct-to-consumer business and sales for retainers.
  
  Candid recommends customers contact a local dentist or orthodontist for retainers in the future or they are welcome to visit our website to see a list of local CandidPro providers in their area offering stand alone custom retainers. *********************************************************************
  
  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally started treatment back in 2019. I successfully completed the treatment and I was happy with the results. I used a "permanent retainer" (ironic because you need a new one every 6 months). I went to reorder my retainer in June of this year and Candid has informed me that they will no longer be doing mail to order aligners, which means I they haven't fulfilled their end of the deal, in which they originally stated they I need new ones every 6 months, and their maximum of 4 allowed retainers will only last 2 years. The retainers that I have are already stretched and my teeth have began to shift. I have to wear them for the rest of my life, so I have to seek treatment all over again. Any future help to fix my bite and teeth can no longer be offered since they don't do this anymore. I will not accept anything less than a full refund. Refunding me is the right thing to do since Candid can no longer keep it's end of the deal.

  Business response

  07/26/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The initial cost of treatment covers the first treatment plan and aligner kit along with their initial retainer. Candid offered the option to purchase retainers to customers as an additional service. Customers were not required to purchase these retainers though Candid however, it was recommended. 
  
  We sincerely apologize we have decided to discontinue offering retainers as of March 15, 2024 to our direct to consumer customers. Customers will need to contact a local dentist or orthodontist for retainers in the future or they are welcome to visit our website to see a list of local CandidPro providers in their area offering stand alone retainers. *********************************************************************
  
  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

  Customer response

  07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  When I purchased my treatment, Candid assured a perfect smile for life, as long as I use their retainer nightly as instructed Years down the road they no longer sell the retainer required to maintain my smile and refuse to give me the file to have another made elsewhere. Never once did candid mention having to pay to schedule a new appointment with an orthodontist to keep my teeth from shifting. My bottom teeth have already begun to shift due to my last retainer being stretched from over use and its only going to get worst. So Im going to have to purchase another procedure from somewhere else costing me thousands more dollars.
  
  
  This is unfair business practice and its also its pretty convenient that candid has their own Dr. whom you can pay more money to be reevaluated and restart the process One might consider that double dipping. 
  
  
  I refuse to accept candids heartless copy and paste massage because it doesnt bring my smile back.

   

   

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

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

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently contacted Candid to follow up on my treatment and obtain new aligners, but I was redirected to Pro Monitoring. I was informed that Candid had changed their business plan and could no longer assist with my treatment or aligners. I checked my email that they have on file and I was never emailed with this information or contacted in any way explaining this situation. When I made my purchase, I was assured that I would be able to buy additional aligners and address any issues with my treatment results. However, my teeth never aligned properly, and my last aligners are now worn out, causing my teeth to shift and regress.I have emailed and explained the situation, but the Candid Care Team has only advised me to seek help from a local dentist or orthodontist. I am disappointed that I chose Candid over other companies, only to be left without the lifetime availability of treatment and aligners that I was promised. This has resulted in an unsatisfactory outcome for my treatment. I am requesting a refund due to this incident.

  Business response

  06/25/2024

  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 in January 2022 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. The treating orthodontist is responsible for prescribing and overseeing treatment and determining when the customer should stop or change aligners during treatment. The consent form that the customer signed when starting aligner treatment states that "the results of orthodontic aligner treatment are not guaranteed" and there are several risks and limitations to aligner treatment. In addition, the consent form states that "treatment with aligners and/or whitening treatment is a process that involves both me and my treating provider, as well as all of the staff and technicians involved. I agree that I will reasonably cooperate with instructions given to me, including regarding such matters as when to change aligners; when to stop treatment; to provide follow up photos or other information as needed; and other matters". This section of the consent form has been attached to this response. In this case, this customer completed their treatment in November 2023 as prescribed by their treating orthodontist and was advised to move into the retention phase of treatment. This customer did not reach out with any end of treatment concerns or requested any additional treatment, therefore, Candid considers their treatment to be complete at this time. 
  
  In March 2022 Candid publicly announced that we will cease our operations in the direct-to-consumer aligner business and move to in-office treatment only under the name CandidPro. During this transition over the past 18 months we have had the privilege of providing continued treatment, retainers and support to our long-standing customers, we apologize if you were not aware of this change. 
  As of December 31, 2023, our direct-to-consumer business came to a close and we are no longer offering any additional treatment. Customers will need to contact a local dentist or orthodontist for any additional treatment if needed. We understand that this may cause inconvenience, and we sincerely apologize for any disruption this may cause. 
  
  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/10/2020 was when my first purchase was made.I paid $410 out of my own pocket and my insurance covered the rest.Candid *** committed to providing me with treatment until my teeth were at a desired adjustment.I have had problems on and off with candid, communicating with me (not getting back to me, not properly being understood by my orthodontist, having issues with my retainers and not being taken seriously.) I've been told to keep wearing mishapened retainers in the hopes that my teeth would align, but they wouldn't. I've gotten continued treatment twice because I was still not happy that my teeth weren't straight. I had pointed out months prior that my current treatment wasn't working still. My aligners were getting dents in them because one of my teeth wasn't being moved properly, they sent me a new pair of that set even though I told them that wouldn't fix the problem but they wanted me to try that instead of doing impressions again. They however did not tell me they were no longer going to offer that service, there was no warning on that at all, so when I "finished" my treatment, I got an email saying they no longer offer further treatment. I should have been forewarned and I should have gotten new impressions rather than trying to fix the problem in a way I said wouldn't work. I truly just want to continue my treatment because the tooth that didn't align properly was the entire reason I've gotten further treatment and it wasn't addressed. But they no longer have a chatting service for customer help, they changed their name and their business practices without warning, I would not recommend this business for getting your teeth aligned, so if I cannot get further treatment then I would like a partial refund.

  Business response

  06/25/2024

  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 in January 2021 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. The treating orthodontist is responsible for prescribing and overseeing treatment and determining when the customer should stop or change aligners during treatment. The consent form that the customer signed when starting aligner treatment states that "the results of orthodontic aligner treatment are not guaranteed" and there are several risks and limitations to aligner treatment. In addition, the consent form states that "treatment with aligners and/or whitening treatment is a process that involves both me and my treating provider, as well as all of the staff and technicians involved. I agree that I will reasonably cooperate with instructions given to me, including regarding such matters as when to change aligners; when to stop treatment; to provide follow up photos or other information as needed; and other matters". This section of the consent form has been attached to this response. This customer completed 3 additional rounds of treatment totaling 32 aligner steps which this customer successfully completed on June 11, 2024. This customer did reach out to support in February 2024 to report tracking/fit issues on their lower incisors and were advised to wear their remaining steps longer to allow extra time for their lower incisors to move. No other issues regarding the customers remaining steps were reported. In this case, this customer has completed their treatment as prescribed by their treating orthodontist and was advised to move into the retention phase of treatment. Therefore, Candid considers their treatment to be complete at this time.

  In March 2022 Candid publicly announced that we will cease our operations in the direct-to-consumer aligner business and move to in-office treatment only under the name CandidPro. During this transition over the past 18 months we have had the privilege of providing continued treatment and support to our long-standing customers, we apologize if you were not aware of this change. 
  

  As of December 31, 2023, our direct-to-consumer business came to a close and we are no longer offering any additional treatment or able to provide updated retainers from new materials. Customers will need to contact a local dentist or orthodontist for any additional treatment or retainers needed. We understand that this may cause inconvenience, and we sincerely apologize for any disruption this may cause. 

  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Publicly announcing something doesn't mean your customers were informed, I should have been informed especially since I had a complaint. I told that person it was going to happen again but was ignored and told to just wear the new aligner. And this is not the first time it happened, I had this happen in my previous treatments as well and brought it up in customer service chats which were no longer an option available.

   

   

   

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

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

  Business response

  09/17/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Our finance team confirmed this customer's refund has been processed and was cleared by their bank on 9/11/2024. 

  Customer response

  09/19/2024

  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

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my retainers online in Dec of 2021. I completed my treatment plan. After you complete your treatment plan, you order a set of more permanent maintenance retainers every 6 months to keep you smile from reverting back. I called today to order my retainer replacement and they informed that they no longer offer this. I spent thousands of dollars to straighten my teeth, and now they no longer offer the retainer to keep my teeth straight. They advised to go see an orthodontist and spend thousands of more dollars to get a retainer. This is absolutely absurd, and was not stated in their terms and conditions when the order was placed. When I called for assistance they told me there was nothing they could do. They offered the treatment plan, have you pay for it, go through the whole plan, and then advise they don't offer anything any longer to maintain the teeths alignment.

  Business response

  06/13/2024

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The initial cost of treatment covers the first treatment plan and aligner kit along with their initial retainer which is the last step of the customers treatment plan. 
  
  In March 2022 Candid publicly announced that we will cease our operations in the direct-to-consumer aligner business and move to in-office treatment only under the name CandidPro. During this transition over the past 18 months we have had the privilege of providing continued treatment and support to our long-standing customers, we sincerely apologize if you were not aware of this change. 
  
  Our Direct-to-consumer business came to a close on December 31, 2023, the last day to purchase retainers was March 15th, 2024. Customers will need to contact a local dentist or orthodontist for retainers in the future or they are welcome to visit our website to see a list of local CandidPro providers in their area offering stand alone retainers. *********************************************************************
  
  We genuinely appreciate the trust you have placed in us during your time with Candid, and we extend our best wishes to you for your future endeavors.

  Customer response

  06/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I will have to spend thousands of additional dollars for a orthodontist, to get retainers made after already spending thousands on the treatment from candid. My teeth will also shift back to their crooked position without a retainer that candid customers were told would be available. 

   

   

   

   

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

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

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the aligner treatment plan on 9/21/2021 for $2299. This was done at their orthodontics office in **. I was shown a promised result and promised unlimited refinements until the desired result was achieved.There were issues with the treatment itself, most significantly that my entire first set of aligners aside from the first two were created with defects in the form of sharp spikes sticking out that cut into my tongue and caused serious pain. I was told I had to modify them myself which was a hassle but I was patient and went on doing this for the entire set. After completion the outcome was not near the promised result in my lower jaw so I went on to a second set for refinement and those aligners were fine.At completion of the second set I still had some misaligned teeth in the front of my lower set so I requested a final refinement per the promised service. I was told that they had decided to change their business model and that they were cutting off all service to customers who had purchased their treatment in the way I had. Support told me that to finish alignment I would have to go buy treatment somewhere else. Further, to even maintain the incomplete alignment that I had so far achieved I would need go seek treatment from somewhere else that could provide retainers as they have to be replaced every six months and Candid would no longer be selling those either.Since my treatment was not completed as promised and was cut short solely due to them deciding change business models and cut off all existing customers to save money, I requested some kind of reasonable compensation and offered some suggestions but was told they were unwilling to do anything. I am seeking partial refund to compensate for failure to provide the service as purchased.

  Business response

  05/23/2024

  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 in August 2021 with a total of ******************* their treatment plan. Each aligner step is prescribed to be worn for a minimum of 14 days for 22 hours per day. This customer also completed 1 additional round of treatment in Feb 2024 which consisted of 10 additional steps. After review of their account along with notes from their assigned orthodontist, it was noted that this customer may need some additional treatment due to the customer's lower aligner not being fully seated on some teeth. Since Candid's direct-to-consumer business has come to a close and we are not able to provide this customer with the additional treatment needed, Candid has agreed to offer a 50% refund to the customer as resolution since they are not satisfied with their end of treatment results. Candid will provide the customer with next steps for our refund process via email and we will continue working with the customer until they receive the refund and are released from treatment with Candid.

*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. ↩