Complaints

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:09/22/2023

  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.

  Ive been a member of Calibrate for a few months now, and I feel like they purposely string along the process in order to charge the monthly subscription fee. When they finally prescribe meds, they are all out of stock nationally, which I feel this company should know. If they are truly a health company, they would be aware of prescription inventories across the nation. Again, I feel their only purpose is to be able to charge the monthly fee in order to get paid while consumers like me are left with nothing. I want all my money refunded and my my membership canceled as I got nothing a value out of this service.

  Business Response

  Date: 10/04/2023

  This member is actively being assisted in Support and has been informed that they are unfortunately ineligible for a refund. For further assistance please continue to reach out directly through our Support Channels. 

   

  refund policy agreed to upon sign up: *************************************************************************

  terms and conditions agreed to upon sign up: ********************************************************************************

  Customer Answer

  Date: 10/05/2023

  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]

  Unacceptable because they are advertising weight loss drugs that are unavailable due to a national storage.  It seems like fraud to me that they are offering a program that is anchored on weight loss drugs that they fully know are not available.  As such due to this fraud I want a refund.

   

   

   

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

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

  Customer Answer

  Date: 12/18/2023

  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:
  

  
  

  I still have not received a refund 

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  **** ****
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 12/26/2023

  This member has been refunded as of December 21, 2023, for additional information please review the confirmation email sent to you from **********************

• Initial Complaint

  Date:09/21/2023

  Type:Sales and Advertising 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.

  This healthcare company takes money upfront to POSSIBLY get you medication. They have this mentoring portion of it that is extremely extremely useless. They know the reason people sign up is for the medication, not the counseling. Anyway, I got medication for a a couple of months (at literally zero help from them aside from writing the script. I had to contact them via multiple channels just to get a response. Took over three -4 weeks in some instances. The prescriptions stopped and I asked for my money back for the unused months and they said no. I am literally not using the service and they continue to charge me. They are crooks and liars and should not be signing people up unless they can confirm they can get insurance to cover the meds. Its a scam preying on obese people.

  Business Response

  Date: 10/04/2023

  This member was already assisted and informed of ineligibility for a refund. Per the terms and conditions and refund policy agreed to upon signing up for the program, this member is not eligible as they obtained initial medication and ongoing medication access is not guaranteed. 

  Once a member is outside of Calibrates refund eligibility window, he or she is still responsible for making payments through Affirm up to the full amount that Affirm has loaned. Since the member is not eligible for a refund, as per our terms and conditions, members are still responsible for completing all outstanding loan payments via Affirm, and we are not able to stop the payments.
  

  refund policy agreed to upon sign up: *************************************************************************

  terms and conditions agreed to upon sign up: ********************************************************************************

  Customer Answer

  Date: 10/17/2023

  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:

  They are continuing to charge me and the only reason I was able to get medication was because I had to go outside of the their customer service pipeline to get a response. I am simply asking for a refund for the months I did not use. Medication isn't guaranteed is absolutely a cop out. Can you not refund because you don't have the money? Looking at the other forums it looks like the majority of other people are having the same issue. Does a company that holds your money hostage without any communication/TAKES AWAY phone support, and doesn't respond to any messages sound like a legitimate company? The only way I could get any communication is to contact calibrate via instagram or *********** and now the BBB. I am not asking for a refund for the months i "used," but I think I am *********** a refund for the months medication was not covered and responses were not received. If you don't want to refund the months that were not used, I will have my lawyer contact you. Through ********* Through Instagram?
  

   

   

   

   

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

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

  Business Response

  Date: 11/02/2023

  This was reviewed by our team, and per the terms and conditions and refund policy agreed to upon sign up, they are not eligible for a refund.

• Initial Complaint

  Date:09/21/2023

  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 tried to set up my account through the app. I never received a confirmation code required to validate to my email. I sent 2 emails the first day, all I was told was my email address wasn't registered. That prompted me to look up reviews of the site and they were very poor. I requested a refund and to cancel the transaction less than 24 hours after signing up and well within their allotted 72 hour refund window. I haven't heard anything back. I've sent multiple emails asking to cancel. After 72 hours had passed, with no response from Calibrate, they charged my account the $1,749

  Customer Answer

  Date: 09/21/2023

  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:09/21/2023

  Type:Customer Service 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.

  In August of 2023, I became a member of Calibrate. Their website said that they would get me access to glp medications that would help me lose weight.It has been a month since I signed up, and they have failed to get me the medications. When I contact them for an explanation, they do not respond. I have asked, several times, to cancel my membership, but thry do not respond. I am asking for help getting my membership canceled.

  Business Response

  Date: 10/03/2023

  This member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels. 

• Initial Complaint

  Date:09/20/2023

  Type:Billing 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 joined Calibrate January 2023. The program was $1499 for me to enroll. I have made monthly payments throughout the program. I quit the program August 25, 2023. I did not receive my medication until I was six months into the program. Coincidentally, if you don't receive approval at the 6 month ***** you are eligible for a refund. I basically paid for six months of 5 minute "coaching" sessions. There was a desktop version of Calibrate and an app version. Around May or June Calibrate announced they would no longer offer the desktop version. This forced users to use the app solely. The problem with that is Calibrate introduced an updated app that did not work. Nobody was able to access the app. Calibrate has turned off all commenting on their social media due to all the complaints being made by customers. This lasted for at least 3 months. I was still responsible for making payments for a program I was not able to use. The lack of functionality and accessibility was 100% Calibrate's fault. So I paid an additional three months and was unable to use the program those three months. I ended up canceling due to this issue but I am still being charged as if I was enrolled. Despite Calibrate not providing a functional product I am still on the hook for making payments until my year is up.(January ****) I am not happy about this. I am not seeking a full refund. However, I am seeking reimbursement for the remainder of my balance owed which is $499.40 as of today and for the 3 months where the app was not functional ($374.76, monthly payment of $124.90 x 3)

  Business Response

  Date: 10/03/2023

  On August 11 the Support Team advised that if the member decided to cancel, they are not eligible for a refund because we were able to get you on a GLP-1 medication.

  The member then requested to proceed with the cancellation and since they purchased your membership through Affirm, they are responsible for making payments through Affirm up to the full amount ($1,499) that they have loaned.
   
  This is relayed in the terms and conditions and refund policy agreed to upon signing up for the program. 

  terms and conditions: ********************************************************************************

  refund policy: *************************************************************************

• Initial Complaint

  Date:09/19/2023

  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.

  7/5/23 downloaded app and used affirm to pay. As of 9/19/23 app is still not working. Cannot even speak with customer service. Never received any services from calibrate. This is a scam.

  Business Response

  Date: 10/03/2023

  Member was assisted by Support and account was cancelled 9/25/23 per the member's request.

• Initial Complaint

  Date:09/19/2023

  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 joined Calbrate on 5-5-23. On 5-8-23 my Affirm loan for the $1574.00 which was the cost of the program, was approved. Calibrate had me get blood work done and see a doctor to get approved for GLP-1 meds. I was told based on my health history and BMI of 30 I would be eligible to receive the meds. I waited 3 months and I received conflicting messages in the Calibrate app. I was told I didn't qualify and I could get a refund. Then I was messaged back and told that I may still qualify. Since I had waited for 3 months already all I wanted to do was cancel my plan and get my money back. I received no responses to my request and my request was eventually closed. Payments continued to be sent to Affirm. I contacted Affirm and let them know that I tried to cancel the program but they refused to return my payments and end my loan responsibility because it was over 60 days when I submitted my complaint. I didn't know until 90 days later that I wasn't going to receive my promised medication. I have since filed a dispute with my bank and have been refunded for 3 payments. I am seeking a refund of my 1st payment in June which has not been credited back by my bank and I also want my loan with Affirm to be cancelled/ended/out of my responsibility since I received nothing from Calibrate for any money I paid them. Thank you for your assistance. I don't want a refund of $1574.00 . I just don't want to be forced to pay Affirm and I want the one payment that the bank has not credited back for $131.17.

  Business Response

  Date: 10/03/2023

  This member has been refunded as of 9/20/23, for additional information please review the confirmation email sent to you from ***********************************

  Customer Answer

  Date: 10/04/2023

  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. I received a full refund which was what I was seeking. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/18/2023

  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.

  I started the calibrate weight loss program on May 25, 2023 with the promise of receiving a ***** prescription within 90 days of a copay of $25 or less. They submitted two different prescriptions for various medications to my insurance for prior authorization, both of which were denied. This was a possibility as these are newer medications to market. I sent multiple messages during this time to find out the status of my medications. Eventually, I was told a certain prescription was approved by the insurance and would be $25 or less. That is in late July. The actual prescription wasn't sent to the pharmacy until nearly a month later, after probing through message support channel. As these medications have become very popular, it was on backorder. Understandable. Unfortunately, when finally fulfilled, the prescription cost was nearly $1600, not the $25 or less promised. At this point, I again reached out to the company on September 05, 2023. I've heard nothing. With their guidelines, it has been past the 90-day period so I requested a refund on September 12. I've heard nothing. I've called their support customer service 3 separate times. Nothing. Everything is done on the app through the "customer support channel" which it makes it very difficult to solve any issues. At this point, I just want a refund, but they won't even honor that. My next step will have to be some sort of lawsuit, as they are not following their own guidelines agreed upon.DO NOT sign up for this program. It is a scam and waste of money.

  Business Response

  Date: 10/09/2023

  This member has been refunded as of 10/6, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:09/18/2023

  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.

  Calibrate is a twelve month ***** supported medical weight loss system, and that medication is integral to the program. Ninety days is the normal timeframe to obtain clearance through insurance, during which time the company tries to encourage better habits.It was nearly six months before Calibrate sent a silent message (no notification visible outside of the support subsection which is not visible from the main screen as is typical for an app with messaging) buried in their mobile app saying that I had been denied coverage with my insurance, and that I had seven days to respond to get a refund or they would keep my money and assume I wanted to continue the program without the medication. My attempts to contact them through the app have been ignored and not been answered in answered after a month as of this week; their website doesnt have a customer support number (not one that Ive found, it directs back to the app) any longer as they have transitioned to solely working through the mobile application.All in all they are very sneaky and unresponsive. I realize that my insurance not covering the meds is not their fault, but they could have been more transparent about the process. I would not recommend them to anyone.

  Business Response

  Date: 10/09/2023

  Your refund request is processing and you will receive further information from Support once your refund has been successfully processed.

• Initial Complaint

  Date:09/18/2023

  Type:Customer Service 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.

  Hello,I paid for a program which was supposed to include one year of glp-1 insurance navigation / support.However, this support has not been delivered by calibrate (in good faith to me) throughout much of this year. Any help I HAVE received from them in this area has only come as a result of me repeatedly begging and pleading to them for assistance. Requests for help from calibrate have to be repeated 3, 4, and 5 times before assistance is offered - or before ANY response whatsoever is even attempted by calibrate. (Adding to this frustration is the fact that all customer questions/ requests must submitted to them via their "support channel" in the "calibrate app" - there is no additional vehicle by which a customer can contact this company).In regards to the often repeated "excuses" offered by Calibrate as the reasons for their lack of customer service- Yes, sometimes Supply chain issues and changing insurance requirements create challenges for you in regards to providing this support- however, it is your job to do the right thing - the ethical thing- which means to follow through on your end of the bargain and make things right for the customer- even if that means fronting the cost of a customers' out of pocket medication expenses for a month or more- whatever it takes- in order for you to successfully satisfy your obligations / comittment to your customers within the calibrate membership year ( the membership that, btw, we customers paid to you in FULL, and Up FRONT) )Please do better. Please do what is right.

  Business Response

  Date: 09/28/2023

  This member is actively being assisted in Support. For further assistance, please continue to reach out directly through our Support Channels. 

  Customer Answer

  Date: 09/29/2023

  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]

  They have contacted me and said they will try to resolve my complaint, but nothing has been accomplished yet

   

   

   

   

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

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

  Business Response

  Date: 10/31/2023

  This member is actively being assisted in Support, seeing recent messages between member and Medical Team regarding prescriptions. For further assistance please continue to reach out directly through our Support Channels. 

  Customer Answer

  Date: 11/02/2023

  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,
  
  ***************************