Candid Avis 305

I have a 10 month treatment with CANDID and in 3 and a half months I can already see the gap closing and my teeth being straightened.

Customer service is very hard to reach. They post available hours but when attempting to reach them, they respond with no one is available as in literally no one is working. You also can't reach them by email.

Not even sure if there is a real orthodontist reviewing most of the time. The check ins seem to be done by some algorithm and if you have an issue you've already reported and cleared, you still need to contact them at their very unavailable available hours to progress in the treatment.

Guess you get what you pay for here.

I'm only on my 5th set of aligners (out of 16 for my treatment plan), and so far, so good!

The company uses an approach that makes the customer accountable for the results. If you don't follow rules well then this is not the company for you. They give you very clear instructions to follow and all you need to do is follow them to a great smile. I love this company. I am on step 6/16 and my teeth are progressing very nice. I'm looking forward to getting to my last step and being extremely happy. I read some negative reviews before starting and I'm so glad I did not let them deter me from getting this done. Best decision I ever made. I just wish I had done it much sooner.

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.

I am very pleased with my progress. I can see and feel the difference in my bite and smile. I love it! One of the best decisions I've made.

Your chat was disabled on a past weekend, no one was available during posted hours.
I’m very happy over my aligners and that they don’t have hooks mounted on my teeth like other brands.

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

Straightening my teeth with less pain and discomfort that typical braces.

On September 21st, I scheduled an appointment for a 3D scan at the Rockville, MD location.

On September 23rd, I had my 3D scan and the technician explained the process. I paid $2000 up front. The technician told me that the scan was going to be sent to an orthodontist for review.

On October 4th, I contacted Candid customer support through their online chat to check the status of the process. The customer support agent told me the scan approval process should take between 2-3 days, though this was 11 days after the scan.

On Friday, October 7th, I called the Rockville, MD location and was told that I should hear back by the end of the day.

On Monday, October 11th, I again called the studio I was told I would hear back before 5 to get an update. I called the studio at 4:30, but nobody was there to take my call.

As of October 22nd, I have still not been contacted with a solution. Though I’ve received assurances multiple times that ‘the situation has been escalated to customer support’.

At this point, even if the issue gets resolved I’ll have no choice but to go in for another scan, as the one I took a month ago is no longer current. Teeth can shift significantly in a 30 day period, and any aligners that are crafted at this point are more than likely to be poor-fitting.

It seems that I’ll have no choice but to request that my credit issuer reverse the charge and report the company for fraud, as I paid $2000 and did not receive any service in return. I’m not confident that Candid isn’t some kind of scam.

For any Candid representative who is interested in reviewing this case for fact-checking purposes, the order number is 715439.

Great product, work like a charm

I love everything about Candid! So happy with everything and my progress is looking great! I especially appreciate the notes from the orthodontist after each scan. It’s very encouraging and I feel very accommodated throughout every step of the way.

I don't know if my teeth are moving correctly and you can never get a hold of the orthodontist. It's frustrating.

Getting in touch with customer service is not easy, and have to jump through hoops. I have spent over 2 extra weeks in a retainer that i feel is no longer serving it’s purpose. I think the fact you cannot respond directly about your scans is a sham. Every comment sent back to you is also offensive at times in regards to dental hygiene- which makes me wonder if they actually review your scans. And don’t try to go rogue on them (by going to the next aligner) - you will receive an angry email threatening you about your treatment plan down the line.

Good job!!!!!!!!

I was skeptical at first that it would not be beneficial. But I have only been using the system a few months and can already tell the difference I am glad I decided to give it a try.

Aligners cut my mouth and tongue and I have to personally shave them down every two weeks to be able to talk without a lisp and to prevent mouth damage. When I called customer service to get help they hung up on me and when I tried to chat via email they transferred me twice and ultimately stated that they couldn’t help me. They don’t provide enough Aligners cleaner so you have to purchase a $25 half full bottle every month to keep your Aligners clean. Very disappointed with this company and their product.

Customer service is almost non existent. The app tells you that a customer service representative is available on the chat 7 days a week but they're never there!