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:07/21/2022

  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 joined Calibrate and am a patient under their care. Their physician, *************************** M.D. prescribed me with medication that I took for 4 months, enduring side effects to reach a certain dosage. My next shipment of medicine has not come and I have been trying to reach a representative from Calibrate for over three weeks without response. I have used all forms of available patient communication through the App, emails, phone calls and fax. I have completely lapsed in my medications (prescribed by Calibrate) and have struggled with discomfort and side effects. I am extremely concerned for my current health and the abrupt cessation of these medications without physician oversite. I have complied with all medical instructions, paid all financial obligations and was given no notice of termination or transfer of care.

  Business Response

  Date: 08/04/2022

  Dear ****, 
  
  
  Thank you for your feedback. We are sorry to hear of your recent experience and are dedicated to making this right for you. We read every message and know that we must do better to meet your needs, and were working hard to implement improvements to ensure that moving forward our members enjoy a more seamless experience. The details of the resolution to your complaint cannot be shared here publicly for compliance purposes, but please be sure to check your email and app for more information. Let us know if there is anything else we can assist you with. 
  
  
  Thank you for your understanding.
  Warmly,

  Team Calibrate 
  
  
  
  

  
  

  Customer Answer

  Date: 08/09/2022

  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 signed up for Calibrate because a friend has had great success with losing weight with this program. However, I have not had the same experience.I met with the doctor on June 1st and started my coaching the next week. Everything started out ok, but now I can not get anyone to respond when I have a question or need assistance. I paid up front for the year ($1,500) and now feel like the company has forgotten about me. I have asked for a refund, but all I get out preprogrammed responses.The reviews for Calibrate we're excellent when I signed up last spring, but now they are terrible.The company states that you can get a refund if you have not started the medication. I have not started the medication yet, so I am eligible for a refund. I feel like the company is waiting to push my prescription through before they respond to me so that way they don't have to give me a refund.

  Customer Answer

  Date: 08/02/2022

  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: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.

  I signed up with Calibrate at the end of ******************************* January of 2022. They promised to get me on a ****1 med for $25/month or less and provide health and nutritional counseling for the year. I was prescribed Wegovy and received it for $25/m for 6 months but was then informed that they never ran it through my insurance and they were using a coupon that was expired. They found a new script but my insurance requires a prior authorization. They have never filed the PA and won't respond to any of mine, my insurance's, or my pharmacy's inquiries. I also had my coach changed on me at the beginning of the program randomly. I have had difficulty getting customer service responses the whole time - their app and comms system is a mess - but now no one will respond, despite multiple messages in app, emails, and phone calls. They advertise the coaching as small, incremental changes but then force you almost immediately onto a drastic diet that cuts out entire food groups and then threaten to kick you out of the program if you don't comply or want a more moderate approach. Coaching mostly consists of them reading from a script information that you have already read in the app. The app crashes constantly or doesn't load but if you don't log every day, they threaten to kick you out of the program. The worst truly has been the fact that my insurance WILL cover the ****1 meds for me if they would just follow the prior authorization protocol but they have just left it hanging for weeks. I am now out of my meds and worry that if it waits much longer, I will have to go through the titration process again, my weight loss will stall, or my body might not take as well to the meds this time. Like, how do you market yourself as a health company and then completely ghost your patients? What if I had a serious health issue with the medications? I am unable to get a response from anyone - my doctor, support, my coach - within a reasonable amount of time. I want a refund.

  Business Response

  Date: 08/04/2022

  ***************,
  This email is to confirm we submitted your refund with Affirm on 7/21 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:07/21/2022

  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 signed up early in 2022 and was told there was a guarantee that participants would lose at least 10% of their body weight following the program and combining that with medications. Through their program I received prescriptions for ********* and ******** It took quite a while to start receiving them and was originally receiving through their partner, Vitacare. In June, they abruptly canceled their relationship with Vitacare and I stopped receiving my medications. I was told that they were switching to Pill Pack. However after several weeks I still had not received my medication. There is no phone number to call for help from Calibrate, only a support chat through the app. It is supposed to take 3 businesses days to get a response from support. After 9 days, they finally responded with a phone number for Pill Pack. It took three more days to get a hold of a customer service person from Pill Pack who said they did not have any information for me and put me on a call back list to get set up in their system. When Pick Pack finally called back, they offered to send my prescriptions to a local pharmacy for faster refill, however they could not provide my any timeline of when they would transfer said prescriptions. In the meantime, I reached out to the medical support team concerned about being off the medication for so long, I asked what I should do to restart since there was a long period of ramp before going to full dose, and my dose was supposed to increase again. After many more days, the medical support responded that I should get my prescription filled locally, but no instructions for how to proceed after being off for so long. Pill Pack then called back and informed me that the price of one of the prescriptions increased from $15 to $225 with the new service. I reached out to support again and it's been another two weeks and no word back. I did lose some weight, but nowhere near the levels they claimed. I still do not have my prescriptions.

  Business Response

  Date: 08/04/2022

  Dear ********, 
  
  
  Thank you for your feedback. We are sorry to hear of your recent experience and are dedicated to making this right for you. We read every message and know that we must do better to meet your needs, and were working hard to implement improvements to ensure that moving forward our members enjoy a more seamless experience. The details of the resolution to your complaint cannot be shared here publicly for compliance purposes, but please be sure to check your email and app for more information. Let us know if there is anything else we can assist you with. 
  
  
  Thank you for your understanding.
  Team Calibrate 
  
  
  
  
  

  Customer Answer

  Date: 08/08/2022

  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: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.

  I joined the Calibrate weight loss program and paid $1300 up front for one year of their weight loss program. A critical part of their program is the prescription and delivery of medication to assist with weight loss. I have had a continual issue with delays on the refill of the prescription medication that Calibrate committed to deliver to me. I am now out of my medication and urgently in need of a refill but I am receiving no response to multiple messages I have sent to Calibrate through their support platform and support phone line. This is an unacceptable breach by Calibrate of their contractual commitment to me to provide medication as part of their program and it is just totally unacceptable customer service to blow off your customers and provide zero response to their requests for assistance.

  Business Response

  Date: 08/04/2022

  Dear *****,
  
  Thank you for your feedback. We are sorry to hear of your recent experience and are dedicated to making this right for you. We read every message and know that we must do better to meet your needs, and were working hard to implement improvements to ensure that moving forward our members enjoy a more seamless experience. The details of the resolution to your complaint cannot be shared here publicly for compliance purposes, but please be sure to check your email and app for more information. Let us know if there is anything else we can assist you with. 
  
  
  
  
  Thank you for your understanding.
  Warmly,

  Team Calibrate 
  
  
  
  
  
  

• Initial Complaint

  Date:07/20/2022

  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 calibrate on June 4, 2022 and paid in full ($1620.00). From the start, I felt like I was doing all the work. I had to get my lab work referral from my own physician and upload the results to them. Had the MD appointment and they told me the Ozempic would be forthcoming. Then I heard nothing. I continued to email in regards to the ****1 prescription that NEVER came. Calibrate assured me they were working with my insurance company to find a medication that they would cover. Nothing. I have an HMO and I was surprised that Calibrate guaranteed they could get them to cover the medication. The response emails were boiler plates and sounded as if they were coming from bots. It took them much longer to respond than 3 days (when they did respond). Last week they sent a prescription for Metformin (even though I told them I had already been on Metformin and could not take it). I called the pharmacy they use and in the initial automated answering service, it states that they no longer do business with Calibrate and to call them directly. There is no telephone number, and no person to communicate with. I would say they have the worst customer service, but they have NO customer service. It is like talking into an empty hole. They have been sitting on my money and I have nothing to show for it. I met with my counselor once and next email I get says she quit so they will find me a new counselor. This is a scam. I have asked for a refund and they will not respond. I would like my money back.

  Business Response

  Date: 08/04/2022

  Hi *****,
  This email is to confirm your refund of $1620 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:07/20/2022

  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 joined Calibrate on June 9, 2022. I had my lab work and Doctor's ************ I was told I would be prescribed a GLP-1 medication. I checked with my insurance company they have received no prior authorization or prescriptions for the medication. I attempted to contact them last week several times and did not hear back. I have attempted to contact them every day this week to check on the status of my medication and discuss why a prescription was never sent. They refuse to answer any calls, emails, any social media platform messages, and their app messages. I have requested a refund as there has been no contact and no prescription even sent for me. I cannot get a response form them after multiple attempts. I also found out they decreased their staff and they said my coaching appointment was cancelled but then someone called and said no it was not cancelled but then I have never heard from them again either. They seem to have changed this past month and will not respond for an update or information and I paid almost $1600 and they promised a GLP-1 medication prescription would be sent and nothing was ever sent so they lied and now wont answer or respond to address the issue.

  Customer Answer

  Date: 07/20/2022

  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:07/20/2022

  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.

  I paid $1600 for a one year membership to Calibrate. I joined on 6/8 and met with a MD on 6/17, who ordered Ozempic and Metformin for weight loss. On 7/1, I received an email from the company stating that, due to a switch in mail-order pharmacies, the medication would take longer than expected. This email was sent on the day I reached out to them via their mobile app asking about the status of the medications. Since then (today is 7/20), I have heard nothing. I have messaged the organization thru their app, tweeted them and left messages on ********* with no reply whatsoever. Either I would like a refund of the $1600 or someone to get the medications to me. This type of non-existent customer service is unacceptable.

  Business Response

  Date: 08/04/2022

  Dear *******, 
  
  
  Thank you for your feedback. We are sorry to hear of your recent experience but are happy to hear it was resolved. We read every message and know that we must do better to meet your needs, and were working hard to implement improvements to ensure that moving forward our members enjoy a more seamless experience. The details of the resolution to your complaint cannot be shared here publicly for compliance purposes, but please be sure to check your email and app for more information. Let us know if there is anything else we can assist you with. 
  
  
  Thank you for your understanding.
  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:07/20/2022

  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.

  In May 2022 I read the information about Calibrate weight loss using *** medications and took an insurance quiz to determine if I was eligible. The quiz indicated I was eligible so I signed up on May 15 and obtained a loan from Affirm to pay Calibrate the full amount of $1620. On May 18 I scheduled a *** visit, coaching session, and completed a health intake. On June 6 I read through BBB complaints and sent an email to the company and asked to cancel. There were red flags I should have heeded, but instead, hoping for the best, I decided to continue the program. On June 16, I had the first *** visit and was told I would take metformin first. This was not mentioned in any of the *** or website. This distressed me because I am not pre-diabetic or diabetic. I met with a coach on June 22 and asked about metformin and the *** medications because I had an email on the 16th saying they (Calibrate) were in the process of navigating *** medication approval. The coach stated I would be receiving the metformin in the next week. I didn't. A July 1 email informed me of a pharmacy change and that (Calibrate) "were unfortunately unable to submit any of the required documents on my case." The metformin would be sent in the next few days but the *** drug could take up to 6 weeks. The metformin was not dispensed until July 11. I am now convinced that the information provided that led me to join the program is misleading and the timeline untrue. The red flags on this BBB site confirm my concerns. Please refund.

  Customer Answer

  Date: 07/26/2022

  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:07/20/2022

  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 joined Calibrate in May of 2022, eager to experience everything this program had to offer. This program has been very misleading and does not live up to its claims. I felt confident going into it as it is supposed to be a medically supervised program with Calibrate doing all the work to obtain meds for the patients. I was given misleading information. When I had my first doctor visit I was told the meds would be sent right in to their pharmacy but may take a while to receive due to prior authorization. So I waited and waited. I dont needed a PA with my insurance but still no medication. I continued waiting and finally reached out telling them I dont need a PA. If my meds were indeed sent to the pharmacy when stated I would have had them immediately instead of waiting 3 weeks. Messages take 3 days to 2 weeks to receive a response. If you have an additional question after the response its another waiting game. There is no real continuity of care or medical supervision. The one month medical follow up was a joke. It was merely a question asking if the patient had side effects to the meds. That is not a medical follow up. When it came time after 4 weeks for a refill I had to chase down pharmacies and was given a run around to find where to get the refills. I was once again told my refills were sent, however the pharmacy didnt have them. After a week of me calling the pharmacy I was finally told they had the prescriptions. I received the wrong strength Ozempic pen with 0 refills. I cant go through this again next month. This program is misrepresented. It sounds all perfectly wonderful when you join but it is a poor standard of medical care. As for the coaching, the coach reads off a script. Not helpful at all, plus my coach was laid off. I just want to be done with this program and have my Membership and monthly Affirm payment canceled and refunded.

  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.
  
  ***************************** *****