Paid In Full Up Front and Did Not Receive Any Product or Service
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even if the issue gets resolved I’ll have no choice but to go in for another scan, as the one I took a month ago is no longer current.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.
Reply from Candid - Rockville
Hi Colin. Thank you for your feedback. Please know that Candid and its affiliated orthodontists aim to provide high quality services. However, because of privacy concerns, we can't comment about patient care on public channels. Our customer care team is available at 844-295-6915 or via LiveChat from 9 AM to 7 PM EST. We also contact any customers with public complaints (whom we can identify) in order to address their concerns directly. If a complaint or concern is missed by our support team, we apologize!
