Candid - New York UES Avis 4

Let me start off by saying that this is the worst company ever to have existed. I’ve had the worst experience these past 3 years and would not wish the experience I had on anyone. Horrible, unprofessional, unclear about instructions at all! I am 3 years with this company and my teeth are still not straight.
They decided to implement a new system called Dental Monitoring which they happened to forget to explain to me in the middle of the treatment and forgot to send me a scan box.. when I had realized that something was missing they claimed that they could not give me my refinements because I have not been scanning my teeth. I told them that this was not my fault; they had never explained to me nor had they sent a scanner!!!!! They then gave me a choice, either send new impressions back within 60 days or we stop treatment. So I did, I sent in my photos and impressions within those 60 days. Obviously because they are money hungry , they claimed they received my impressions past the 60 day mark even though there’s proof via email that they received it before. So here I am 3 years later, unhappy, crooked teeth and no treatment. They refuse to help me and closed me account. So ridiculous what a waste of money! Run away from this company!!!

Poor service and errors: Went in with teen for assessment early September. Paid money. Told would take couple of weeks. About a month later, got an email saying that my son has gingivitis and can't proceed. They claimed they issued a refund which I have not received almost 2 months later. My son does not have gingivitis and I emailed back asking for the pictures this was based on. They never respond to my emails, so after waiting 2 weeks, I cleared my schedule and did live chat. Turns out someone sent the wrong email, and the real reason was that his teeth were not fully erupted yet. Well why they hell did you take x-rays if you won't start before teeth are fully erupted? I did receive the pictures. However, I am still waiting for the correct email to arrive, and also my refund. I have now had to dispute the charge with my CC company. I really wanted to love this company. It's a smart idea. But our experience has been that it's all front end sales and no service. Very hard to get hold of people and no responses to emails, and serious errors. I don't think I will get the corrected email, and certainly won't get a response from senior leadership, which I requested. And this is before even starting the program. This makes me very nervous to return to Candid when my son's teeth are fully erupted.

ADDED AFTER COMPANY RESPONSE:
No substantial improvement. Candid sent me an email in response to my complaint here, but they still have not sent me the correct information about my son's account. This is after being asked twice. I'm not sure what is so difficult. They acknowledged in the email that there was some error with the refund, although they did not notice that they first time I mentioned it. I believe they have now processed the refund properly. Again, I wanted to love Candid, but after this experience, I would not risk going with this shoestring level of poor service, and repeated errors for something so important.

The people at this Candid location were helpful and nice....

Great service, super clear instructions, Staff is so friendly, and orthodontist is really thorough!
Overall- fantastic!