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:07/27/2022

  Type:Order 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 February I paid $1570 for a Weightloss program. My Dr had not followed up with me since June 2022 and it is now July 25,2022. They are not providing the promised medication and will not respond to my inquiries via phone, email and instant message with in the Calibrate app. They are in breach of the contract we made at purchase. I have met all of my obligations and made significant progress until they essentially stopped treating me.

  Business Response

  Date: 08/11/2022

  
  Hi ********,
  This email is to confirm your refund of $1,570 has been processed to the card on file on 7/27, as you requested. The refund amount should appear on your card in 3-5 business days.
  You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
  We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can. Please let us know if you need anything else!
  Team Calibrate
  
  

• Initial Complaint

  Date:07/26/2022

  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 joined Calibrate in April to begin the program in May. I scheduled all my appointments & started paying the monthly fee of $135. I got Covid in *********** able to get my blood work done until June. I contacted Calibrate & cancelled my 1st ******************* put me on what they call a pause. I still continued paying the monthly fee. I finally had my doctor **** on July 19th. She ordered the metformin directly at my pharmacy. Then said the ******* would take a little longer but my coach would have that information. Calibrate had not sent me the link to sign up for a time to meet with coach & the doctor said she would request it. I also went to the Calibrate app & messaged as well on July 19th. They have a response time listed & I waited & heard nothing. Messaged again almost everyday in the app, emailed & left 2 messages with customer service. As of today I have not heard a word. I was so happy to do this and now feel deflated. I called Affirm, the company they use for monthly payments, and told them what was happening. They filed a dispute claim. Then I called my bank for a stop payment & dispute as back up if affirm doesnt follow up. I no longer have any trust in this company & no longer want to continue the program. I am not getting the ************** I am paying for it the support of the coach. I am new & have been trying to be patient but something is not right. I researched this company extensively along with my *********** thought it would be a great fit for me. The promise made have not been kept. They have taken my money with no services they guaranteed. Very disappointed & will never recommend this company to anyone.

  Business Response

  Date: 08/10/2022

  
  Hi ******,
  This email is to confirm we submitted your refund with Affirm on 7/28 as you requested. Affirm will credit any payments you have made, up to the total refund amount of $1620 to the original form of payment within 3 to 10 business days.
  You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
  We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can. Please let us know if you need anything else!
  Team Calibrate

• Initial Complaint

  Date:07/26/2022

  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 am writing to request a full cancellation of my Calibrate subscription. My coach has been great, but everything else within the program has been non-existent.May 12, 2022 - I signed up for the program May 26, 2022 - First (and only) Doctor's *********** At that first appointment I was told 4-6 weeks for my ****1 prescription. July 1, 2022 - Received email from Calibrate stating that vitaCare was unable to gain approval for the ****1, even though my health insurance never received the request from vitaCare July 8, 2022 - I sent a message through Calibrate Support in the app, which I received a response stating they would get back to me within 3 business days. I never have received a response to this.July 15, 2022 - Sent a follow up message to Calibrate Support within the app, and still received no response July 22, 2022 - Sent another message through the app with no response July 22, 2022 - Sent message through Calibrate Channels with no response July 22, 2022 - Called the 800 Number - left message, never received a call back July 22, 2022 - Sent an email to *********************************** with no response July 25, 2022 . 8 weeks and 4 days since I signed up, and the only thing that has taken place is my coaching sessions. While these sessions are nice, they do not warrant the $1,620 that the program costs.I was counting on this program to help give me a jumpstart on getting back in shape, and nothing has happened.I would like a full refund for this program immediately. Their service is abysmal, and I cannot support a company who has failed me in literally every way possible. According to their own refund policy, I should be able to cancel with the following clause:If we are unable to help you secure initial ****1 medication coverage for $25/month or less (after any deductible is met) within eight weeks of your doctors appointment, you may request a refund minus the $250 for your Metabolic Health Assessment.

  Business Response

  Date: 08/10/2022

  Hi *******,
  This email is to confirm we submitted your refund with Affirm on 7/27 as you requested. Affirm will credit any payments you have made, up to the total refund amount of $1,620 to the original form of payment within 3 to 10 business days.
  You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
  We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can. Please let us know if you need anything else!
  Warmly,
  Team Calibrate
  
  

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair 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 signed up for Calibrate on June 21, 2022 based on Calbrate's commitment to help its clients navigate insurance claims and to obtain a specific type of weight loss medication. The official "start date" for Calibrate was a physician appointment on July 7, 2022. Following that appointment, I was prescribed Metformin and a prior authorization for Ozempic was submitted to my health insurer, which denied the PA on 7/12/22 (as expected - Calibrate holds itself out as uniquely poised to help clients navigate the insurance system and I knew when I signed up that my health insurer does not cover weight loss medication at all). When I received the written denial via US Mail on 7/16/22, I contacted Calibrate via their "medical channel" as instructed. I received an auto-generated message indicating that average response time was 3 days, M-F. I informed Calibrate of the denial and asked what I needed to do next. I sent an additional message Sunday, 7/17/22. I did not expect an immediate response as I had messaged on the weekend, but I expected a response by Wednesday, July 20. To date, I have received no response. The auto-generated response on 7/16/22 also noted that duplicate messages might delay response time, so I have refrained from repeat messaging in search of a response, only messaging on 7/17/22 to add pertinent information. At this point, I don't think Calibrate does what they purport to do. I don't see them doing anything to resolve the issue with my health insurance (and in fact, today my insurer tells me any appeal would have to come from me - which is more than Calibrate has told me). I would like to cancel, because if this is the level of responsiveness I can expect, I do not want to work with this company at all.

  Customer Answer

  Date: 07/27/2022

  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:07/25/2022

  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 had joined Calibrate to use the ***** drug that made me go with them instead of some other company. I was told 4-5 weeks. Then I get an email saying they fired the other company and they will take another 4-6 week. Then my coach left and I have a new one. Support will not contact me back. From what I read on ******** that this is a far reaching issue. I rather just call it done.

  Business Response

  Date: 07/29/2022

  
  Hi *****,
  This email is to confirm we submitted your refund with Affirm on 7/28 as you requested. Affirm will credit any payments you have made, up to the total refund amount of $1620 to the original form of payment within 3 to 10 business days.
  You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
  We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can. Please let us know if you need anything else!
  Team Calibrate
  
  

  Customer Answer

  Date: 08/01/2022

  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:07/25/2022

  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.

  I started with Calibrate in October 2021. Everything was going fine until June 2022 when my prescription was order cancelled by Vitacare and I was out of medication. Vitacare transferred my Rx to my local ********* for a one month supply. I contacted Calibrate many times trying to get my medication restarted and NO ONE at Calibrate will return my messages or emails. They have my money because I paid through Affirm payment plan so I have no way to stop them from getting my money. They stole from me by not providing the service I paid for. I cannot get any kind of response from Calibrate as to why they just dropped me. It is very unethical and unprofessional to let a client ************ of their medication and to ignore them.

  Business Response

  Date: 07/29/2022

  Hi ****,
  This email is to confirm we submitted your refund with Affirm on 7/27 as you requested. Affirm will credit any payments you have made, up to the total refund amount of $260 to the original form of payment within 3 to 10 business days.
  Please let us know if you need anything else!
  Team Calibrate

• Initial Complaint

  Date:07/25/2022

  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 signed up for the Calibrate program 6/16/2022. I read through all documentation and emails that were sent to me and had no idea until after I met with the doctor that the process to receive medication would take possibly 6 weeks but most likely sooner according to our meeting. About a week later I received a mass email saying they had parted ways with their prescription company and that company had not even started the process for many of us and it would be another 6 weeks. It also asked us to fill out a form if we wanted to go ahead and start the process with our local pharmacy for one of the medications. I filled it out. I kept checking in with my pharmacy to see if they had heard anything, but when (about a week later) they had not, I reached out to the support team to inquire. That was 7/13/2022. I have still not received an answer. After meeting with my coach for the first time and being told that he had no idea about what was going on, I got a little nervous. Right before I could meet with him again, I was sent a message that my coach has been changed and appointment time as well (one I was not available for). I tried to reschedule with no luck, so I messaged the coach and she cancelled it and said support would reach out to help me reschedule. Nothing from them yet; that was 7/19/2022. On Tuesday, 7/19 I finally sent a message again (two separate emails) saying that I was unhappy with this process (especially not hearing back from any inquiries) and had reached out to my insurance only to find out that process to have my meds had not even been started. The next day, 7/20/2022, I received a mass email from the Founder declaring they were having to do a massive overhaul to improve all complaints that had been coming in in reference to the excessive delays with meds but this would result in an extended one month membership. In my email to them I requested a full refund as this process had been nothing but frustration and essentially me paying for nothing.

  Customer Answer

  Date: 07/27/2022

  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:07/25/2022

  Type:Sales and Advertising 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 Calibrate in 4/2022. I was told I would be coached and guided through a weight loss journey. Other than receiving medication I have not had any benefits from this expensive program. No follow up no coaching or anything. I have been extremely ill with the prescriptions and have had zero weightloss. I have emailed, called and used the app chat with zero response. You can not prescribe medications and then not respond when there is a issue. I am very unhappy with this program and would like a refund.

  Business Response

  Date: 07/29/2022

  
  Hi *******,
  This email is to confirm we submitted your refund with Affirm on 07/26/22 as you requested. Affirm will credit any payments you have made, up to the total refund amount of $1,570 to the original form of payment within 3 to 10 business days.
  You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
  We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can. Please let us know if you need anything else!
  Team Calibrate
  
  

  Customer Answer

  Date: 08/01/2022

  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:07/25/2022

  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.

  I paid Calibrate through the Affirm program. I started calibrate in the spring of 2022. I felt it was difficult communicating or making appointments, but eventually they responded and had a clear your communication has been received and we will take up to 3 business days to reply policy, so it was fine. I reached out to them in July 2022 with a major medication issue and received no response through email, phone (voicemail), support channel and medical (doctor messaging) channel. I went without medication, communication or support for over 2 weeks as of writing this review, and eventually I went to my primary care physician to continue my medication as Calibrate just stopped servicing me completely and went no contact. I thought it was just me until I posted in a ************** for calibrate patients and many people shared they had also been ghosted. Calibrate took my money for a year of treatment and disappeared. I want a refund for services never received (I received 1 month of medication and zero counseling services).

  Business Response

  Date: 07/29/2022

  Hi *****,
  This email is to confirm we submitted your refund with Affirm on 7/26 as you requested. Affirm will credit any payments you have made, up to the total refund amount of $1,620 to the original form of payment within 3 to 10 business days.
  You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
  We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can. Please let us know if you need anything else!
  Warmly,
  Team Calibrate

• Initial Complaint

  Date:07/25/2022

  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 joined Calibrate in May 2022. As of today, I have not yet received the intended GLP1 medications as promised. I have tried several times to verify the cancellation/refund policy with the online only customer support and have not received the information. I would like a full refund for the program.

  Business Response

  Date: 07/29/2022

  Hi *******, 

  We are grateful for your feedback and happy to hear we were able to resolve this issue through the Calibrate Support Channel. For compliance purposes we will not attach the details of the resolution here, but please reach out to us directly on our platform if you have any more questions or concerns. 

  Warmly, 

  Team Calibrate