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:07/25/2022

  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.

  Signed up Calibrate program on 2/17/22 for $1,371. Program promised it was medically supervised with a prescribing doctor to monitor progress and for us to ask questions. My first/only doc appointment was on 2/16/22 with ********************* who was not listed as the prescribing doctor. Medications were being delivered consistently up til July 2022. On 06/22/22, members were notified that Calibrate was changing their pharmacy Vitacare and transferring all Rxs to Pillpack. By early July, I was running out of both Metformin and the Wegovy pens and had not heard yet from Pillpack. I reached out directly and they informed me that they did not have a prescription for Metformin from Vitacare, and Wegovy was not covered under insurance - I would have to pay full price. Prior authorizations was submitted for all levels of Wegovy in prior months. I asked Pillpack to reach out to the Calibrate doctor to confirm Metformin and confirm which dosage of Wegovy I'm supposed to be on. Additionally, I sent msg on Calibrate app around July 14 asking the same questions. I also reached out to my insurance to confirm coverage, which they confirmed. Because Pillpack was getting complicated, my insurance transferred the Wegovy prescription to my local CVS. CVS has been also trying to reach out to the prescribing doctor this week with no success and confirmed today 7/22/22 no response. I am currently 3 weeks past when I should have taken my last Wegovy pen injection and I don't know how to proceed. I have sent messages to the Calibrate app channels, on ******* both as a Tweet and direct mgs, and on Instagram trying to connect with someone especially since their CEO email the members this week: "As always, Calibrate doctors and nurses are directly accessible by chat, phone, or video for clinical inquiries at the members request." I got a tweet back that someone would respond on app, which was generic without answering my questions. I've asked for direct response or a refund, with no success.

  Business Response

  Date: 07/29/2022

  Hi ***,
  My name is ****** and I am here to help. It has been brought to our attention that there was a complaint submitted with the BBB. First and foremost, I want to apologize that this was your experience with us. You deserve better and I want you to know that we are dedicated to making this right for you.
  I see that our Medical Team was able to send your prescription to your pharmacy and I wanted to follow up with you to make sure that there was nothing else you needed at this time.
  
  Again, I am sorry for any frustration you may have experienced. We know that we must do better to meet our member's needs and we have implemented ways to make sure that we are more clear and transparent with our communication moving forward. Please reach out if you need anything else at this time.
  Warmly,
  ******

• 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 joined Calibrate several months ago. The program was is extremely expensive and the money is collected prior to you starting the program. After my initial doctors appointment with Calibrate, I had some elevated labs and the doctor said he would send to my primary physician, as she needed to be aware. My physician stated she never received anything from Calibrate whatsoever. I received a prescription for Metformin, however had an allergic reaction to it. I was told I had to wait for the Ozemic to be prescribed. I went months without hearing a single thing. I finally contacted the pharmacy myself and they said it was just approved. I have asked for a new coach, that went unanswered, I asked questions in the support channel again I answered. There is are two new pharmacies and I am unsure where my account has gone. I reached out to both and they said they did not have my profile and for me to contact my doctor. I feel that this program takes advantage of people who are vulnerable and trying to loss weight. This program presented itself with huge amounts of support to their customers. I feel like I was only a dollar sign. I have asked for a refund several times and my requests go unanswered.

  Business Response

  Date: 07/29/2022

  Hi ********,
  Thank you for contacting Calibrate. My name is ****** and I am here to help.
  First and foremost, I apologize for your recent experience.
  You certainly deserve better. We want you to know how important you are to us and how much we appreciate you putting your trust in this program. The transition of our pharmacy concierge was certainly not ideal and has unfortunately resulted in unprecedented queues and longer response times. We are navigating this currently and have taken action to give our members the customer service they deserve.
  Today I want you to know that I am dedicated to making this right to you and I will be submitting your refund to be processed. Once this is complete you will receive an email from *********************************** with more information and to confirm that it has been submitted back to your original form of payment. I regret that we were not able to transfer your refills to your local pharmacy in time for you to stay as this would have been an excellent option to expedite your prescription to you. Thank you for your transparency and for your feedback, as we know we have to do better to meet the needs of our members.
  We are sorry to see you go and are here if you ever reconsider joining in the future.
  Warmly,
  ******
  
  

• 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.

  With my membership if Calibrate, I am to receive weekly meds. They failed to renew my prescription 2 weeks ago when it was repeatedly requested. I sent messages to calibrate 7/13, 7/14, 7/19 and two emails during this time with no return contact. I also called the only phone number I could find and left a voicemail with no return call. Calibrates callback expectation is 3 business days and we are well past that now. I am not receiving the full service I am paying monthly for. At this point I would like a refund at least of my unused portion of my membership $945

  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: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 signed up for the program and I have not been able to get in contact with anyone at the company for over ten days. I need this medication and I would like to go through another provider to get it. I'm very discouraged by this company. I feel like the are targeting people with obesity and metabolic syndrome promising help and support but don't have the resources to follow through.

  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 $1,620 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!
  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 signed up for Calibrate on June 21, 2022. I was told through their marketing and contractual agreement that medication would be provided at $25 per month. I decided it would be worth the high cost for the program to pay for the Metabolism Restart - a year commitment, that they required. I paid $1,570 for the year ,and I'm being billed $130 per month from the only option they give you, through Affirm. I also paid $200 for all of the bloodwork that they required at Quest. I was sent a scale that was sent to the wrong address and when it arrived 3 weeks later, it was defective. I was supposed to meet with a coach but she cancelled twice and there is absolutely no communication through their app or web site. I tried calling the corporate office but it lead to a wrong number. When someone finally answered through the app, they just said they are working on resolving their communication and pharmacy issues. Meanwhile, my insurance rejected the medication. After 13 attempts at messaging them on the app, a "manager" said she would get back to me. It has been a MONTH with no response to the medication not being prescribed or approved and no coaching. I have asked repeatedly for a refund with NO response other than someone will get back to me. Calibrate was unable to provide any of the services promised within the contract, specifically the medication as advertised. Meanwhile, Affirm will continue to take my $130 monthly payment. I would like to resolve this with a full refund but they are not responding or taking any action whatsoever.

  Business Response

  Date: 07/29/2022

  Hi *****, 

   

  We thank you for your feedback and are happy to see that we were able to resolve your issue directly on the site. For compliance purposes the specifics of the reconciliation will not be made public, but please feel free to reach out to us directly in the Calibrate support channel with any additional questions or concerns. 

   

  Warmly, 

  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 have determined that my complaint has NOT been resolved because:

  [Your Answer H]ere

   The business claimed that they will provide the product or services immediately. I have not heard anything from them in over a week and have emailed them through their app. I've determined that they are not responding because they don't plan to provide services or product. I've once again requested a refund with no response. Please confirm that they will indeed refund me at this time. 
  
  *****  

   

   

   

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

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

  Customer Answer

  Date: 03/22/2023

  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]

  
  

   No response from business

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 04/03/2023

  Member received outreach 3/31 and responded to Member Success/Supports message moments after the message was sent. 

• Initial Complaint

  Date:07/22/2022

  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.

  On May 13th 2022 I joined calibrate and paid the full yearly fee for the program. I had my doctor's visit, blood work completed, and was able to receive a prescription through metformin and ozempic after about 3 weeks. Since this time, communication has been minimal to none. I have been unable to have my medications refilled. My previous coach was replaced after two sessions and now my new one did not join for our scheduled meeting. I have tried reaching out on multiple occassions throughout the month with no action taken. They have not provided the service originally agreed.

  Business Response

  Date: 07/29/2022

  
  Hi *******,
  This email is to confirm your refund of $1,620 has been processed to the card on file on 07/26/22, 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
  
  

  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:07/22/2022

  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 signed up for the one year metabolic reset with Calibrate and started in Oct 2021. At first everything was smooth, but after a couple months I started having trouble with medication refills not being sent, and would miss several weeks of medication. This happened several times with their pharmacy until it was finally sent to my local pharmacy. At that time, my insurance changed in early May 2022 and I notified Calibrate they would have to contact the new insurance for authorization. They dont respond, I asked again for a status update, and nothing. They claim they respond within 72 hours. Several weeks later I get a we are working on it. However nothing has been sent to my insurance and I have now been without medication since the end of April. I messaged the doctors in the medical channel, I messaged support. No one answers. I am not getting the program and guarantees I paid for and want a full refund because they did not provide what they promised and now dont even respond.

  Business Response

  Date: 07/29/2022

  
  Hi ******,
  This email is to confirm we submitted your refund with Affirm on 7/26/22 as you requested. Affirm will credit any payments you have made, up to the total refund amount of $1,550 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:07/22/2022

  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 Affirm at the beginning of June 2022. I was told I would receive a welcome kit 5 days after signing up. Five days come and go and I didn't receive anything, no confirmation emails or anything. I finally reached out to Calibrate about the Welcome Kit and received a generic message back stating that I will hear from them in 3 business days. I finally heard from them and they said there was an error with my Kit and that they were going to be shipping it out. I did FINALLY receive the kit. I was very excited to get started with this program and had my "45 minute" doctors appointment scheduled for 6/27/22. This appointment did not last 45 minutes, it was literally only 15 minutes.. I was a bit disappointed because the ad says you will have a 45 minute visit that is different from your regular doctors visit. The visit ended with the doctor saying she was going to prescribe me metformin and a GLP-1 medication. She said it will take about four weeks for my insurance to approve the medication. I was fine with that and know it takes time with insurances sometimes. Then came my coaching visit.. I have been trying to reschedule this visit since 7/1/2022. Every time I reach out to Calibrate I just receive a generic email back and I end up waiting more than 5 days for a response. I received an email asking if I can do my coaching session on 7/18/22 and i responded back yes that would be fine. I login to the app on 7/18/22 for my appointment and nothing was ever scheduled... I'm just so beyond frustrated with this company. Don't even bother calling them on the phone because you wont get through. I want a refund fully because I feel like I have been scammed. They have horrible communication and customer service and shouldn't even be in operation.

  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
  
  

  Customer Answer

  Date: 08/05/2022

  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:07/21/2022

  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 started my Calibrate program with paying around $1,620 through Affirm and a doctor *********** on 7/1. I was put on Metformin and Ozempic prior to my coaching *********** on 7/11. As an on call healthcare provider, I had to miss this *********** unexpectedly. Upon instruction, I send a chat to the support team to reschedule on the same day, 7/11. 3 business day response times are given. On 7/15, after no response, I sent an email to the support team. Following this, I sent a chat to the website team on 7/19 who informed me they could not make ***********s but would reach out to the support team on my behalf. On 7/20, I attempted to call the support team and left a message (robocall system) and was told I would have a 24 hour response time. I have yet to get a response from the company to plan my first coaching visit. I have already started paying the "non-refundable" yearly fee off and have been taking medication for 3 weeks now. What scares me is that they can put a hold on your account for not following the program standards, which leads to cancellation and no refunding. All I am requesting is that the company reaches out to me and helps make this first coaching *********** promptly.

  Customer Answer

  Date: 07/26/2022

  Better Business Bureau:
  
  Calibrate Health has reached out with apologies and offered a dietitian appointment ASAP and free extra month of coaching. 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:07/21/2022

  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 signed up for this service in June of 2022. Had my first doctors appointment where I was told I would be prescribed two medications. After weeks of following up via both social media, chat on their app and email I have had no response from them about the status of the prescription. I checked with their provider and they informed me they have received nothing from them for me. I want to pursue a full refund as weeks without responses, laying off coaches and moving appointments around and also sending me inaccurate information about the status of my medications when inquiring.I paid for support and service and have received no response for 4 weeks.

  Business Response

  Date: 08/04/2022

  
  Hi ********,
  This email is to confirm we submitted your refund with Affirm on 7/26 as you requested, less the $250 service fee, as per our terms and conditions. Affirm will credit any payments you have made, up to the total refund amount of $1,370, 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