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:07/18/2022

  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 the program toward the beginning of the year, everything was fine and communication was great. The company has recently restricted and fired a large amount of staff. Since then I have not had access to a coach or refills of my medication, I am paying for them to supply both of these. I am also due to updated blood work which they have not requested. This medication alters my A1c and it is vital it is watched.I have attempted to contact them for a few weeks now and have not even gotten the courtesy of a reply that they are working on it. I am now paying for a service that I am not receiving. The fact that they are now so understaffed that it takes over 3 weeks to respond back and this is for a medical service makes me uneasy with waiting on them and I want to not only cancel but receive a refund since I wont be able to complete my treatment.

  Business Response

  Date: 08/02/2022

  
  Hi ******,
  This email is to confirm we submitted your refund with *** on 7/26 as you requested. *** 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!
  Warmly,
  Team Calibrate
  
  

  Customer Answer

  Date: 08/03/2022

  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:07/18/2022

  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 joined online weight loss program Calibrate on June 20 and the full $1600 fee was collected. As part of the program I am supposed to receive a welcome kit with tools to help with my success and Im supposed to receive some medication. I have not received either. Ive contacted customer service several times and no one has responded. Im concerned I have paid for this program but will not be receiving the tools Ive paid for and that I wont be successful reaching my goals. The program only lasts for a year so its important to receive everything as soon as possible.

  Customer Answer

  Date: 07/23/2022

  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:07/18/2022

  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 weight loss program Calibrate on June 13, 2022. I paid $1620 for a yearly program in advance from my FSA. The selling point of this program is that they will get you GLP-1 weight loss drugs for $25 a month plus there is an added "coaching" element.I had labs done on June 15 and a doctor's ************************** appointment on June 28 to review labs and prescribe the medications. I sent a message through Calibrate's portal on 7/9 asked them to refund me if they couldn't give me the status of my meds. I got an email from Calibrate on July 11 saying they had sent me RX to Pillpack and if I didn't hear from them in 3 days to call them directly. I didn't hear from them and after some back and forth I spoke to Pillpack today. They told me they *don't* have an RX for me and they are hearing from lots of unhappy Calibrate clients. At this point I don't trust them and would like a refund.

  Business Response

  Date: 08/02/2022

  Hi *********,
  This email is to confirm your refund of $1620 has been processed to the card on file on 7/25, 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:07/18/2022

  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 with Calibrate because they were promoting an one year Metabolic Re-set program to help you lose weight with GL-P1 medications that have a clinically proven success rate for helping people with type two diabetes to lose weight. The offer goes on to explain that if they cannot help you to lose at least 10% of your total body weight they would refund your money. The problem started shortly after I signed up, I had one initial Tele visit with Someone who said they were a doctor and basically after that they took my money and I had very little communication with them. They never provided any GLP-1 medication, I never received a welcome kit or scale, as promised. And when I inquired about the missing components to the program, I got the runaround. After doing some research, I found out that my insurance never received a request for any GLP1 medication and that in fact the company is known for soliciting people with false promises and taking your money.I finally got a hold of someone at Calibrate who said they would refund my money via text message within their app, however the refund would be less than $249 initial consultation. I have yet to receive any refund and I wouldve never signed up with the company had I known there was never any intention to try to provide me with the medication to make the program effective. I believe this company is a scam. You can never contact anyone by phone, only through their app which they have control over and manipulate your conversations. Its also hard to keep record of all the conversations within the app because theres no way to send them other than taking a screenshot. I believe the way this company operates business is designed to confuse and rip the public off and also make it hard for you to dispute. I dont know if I will ever receive the $1595 back from this company or if I I am the unfortunate victim of their scam but I hope that others will read this and run from this company.

  Business Response

  Date: 08/01/2022

  Hi ******,
  This email is to confirm we submitted your refund with Affirm on 7/25 as you requested. Affirm will credit any payments you have made, up to the total refund amount of $249 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: 08/02/2022

  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:07/18/2022

  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 (weight loss company) in June, had an initial appointment with a doctor, was prescribed medication, had one coaching session, and now am in a black hole of ZERO responses from anyone at Calibrate. Evidently, my coach was fired on July 8, and it is a week later and no one has told me who my new coach might be, my app has not been updated to reflect that, and, furthermore, my medication is also in a black hole. I received a letter from Calibrate on July ******************************************************************************************************************** three days directly from the pharmacy. Three days passed, so I called the pharmacy today, and they have nothing of record for me because they received NOTHING from Calibrate. No status updates whatsoever. I have left two text messages on the Calibrate channels one in coaching, one in medical and no one answers. Im in an echo chamber here. If the company was planning to downsize, they had a RESPONSIBILITY to clients to make the transition as seamless as possible. Im paying through Affirm I work very hard for my money, and I feel as though Ive been completely scammed by a ruthless and incompetent company.

  Business Response

  Date: 08/02/2022

  7/25/2022
  
  Hi ******,
  I hope you had a great weekend. It has been brought to my attention that we were not able to apply the coupon for (details omitted) since your insurance plan is government sponsored. It is i a requirement that all members are covered by a commercial or employer health insurance plan, as indicated on our eligibility FAQ page.

  
  Upon signing up, you selected commercial insurance. However, when our team reviewed the insurance you provided, it appears to be ****************** Blue Shield through the *******************. We sincerely apologize, but Calibrate is not currently equipped to work with government-sponsored insurance beneficiaries.

  
  Unfortunately, most government-sponsored insurance plans do not cover any GLP-1 medications. With that in mind, we did not set up Calibrates entities to accommodate Horizon BCBS, nor are our doctors Horizon BCBS enrolled providers, which means we are not able to prescribe medications by Horizon BCBS.

  
  With that being said, Calibrate is currently unable to work with active Horizon BCBS beneficiaries, even regardless of the presence of any secondary commercial insurance plan
  I understand this must be frustrating, but on a more promising note, there is active lobbying to change government coverage of these medications so we can set up our providers to work with government-sponsored insurance plans.

  
  With that being said, we will need to move forward with refunding your program. We will issue a full refund to the original form of payment as per our terms and conditions. You will receive an email in up to 10 business days from *********************************** confirming your refund, and the refund amount of $1,649 will then appear on your card within 3-5 business days.

  
  You will no longer be able to access your Calibrate account, but you can always reach us via email. Please let us know if you have any questions were happy to help in any way we can!
  Warmly,
  ******
  

  
  

• Initial Complaint

  Date:07/18/2022

  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 put my Calibrate service on hold for 90 days due to a health issue I was dealing with at the time. I reinstated my Calibrate service on May 26th and informed them that I still needed to get the medications (metformin and the glp-1) on May 31st. It has been over 6 weeks and after several calls/support emails, I still have not received my medications. Not even a call from the pharmacy to get them mailed to my address. They are simply unable to deliver on their service. I would like a refund for the 9 months of service I have not used.

  Business Response

  Date: 08/02/2022

  Hi *****,
  This email is to confirm your refund of $1620 has been processed to the card on file on 7/20, 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: 08/03/2022

  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:07/18/2022

  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 the Calibrate weight loss program after doing research and needing assistance to lose weight. I choose to use the Affirm program . I had my initial md eval and completed my labs - I was told I would be prescribed metformin and Ozempic- the metformin was covered by my insurance, however the Ozempic was. It- they also tried to with Wegovy . I have texted and called their customer service line to say I would even pay cash for the medications -over 2 weeks have gone by with no response. Then I was told there was a new med and the company would give me a coupon - I said ok - no response, no prescription. I messaged the physician who advised she would reach out to the support team - again no response - I feel at this point the program is just taking my money with no delivery of the service promised. I would either like a refund or have them prescribe the meds and coupons they promised

  Business Response

  Date: 08/02/2022

  Hi *****,

  The details of your resolution cannot be shared publicly for compliance purposes, however, we are happy to hear we were able to resolve this issue for you as of 7/22. If you have any additional concerns please let us know in the Calibrate Support Channel. 

   

  Warmly, 

  Team Calibrate

• Initial Complaint

  Date:07/18/2022

  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 March 28, 2022, I joined Calibrate. I paid the full yearly fee, had my consultation, completed a blood work panel and began the program. After my consultation, it was determined that I was a candidate for a prescription for Wegovy. Calibrate worked with my insurance, obtained a prior authorization and sent my prescription to their ******************. My prescription was successfully filled two times. In June, it was time to fill my prescription again. I went through weeks of trying to get Calibrate to send the correct prescription to the pharmacy. When that was finally completed, Calibrate stopped using the specialty pharmacy and moved my prescription to PillPack. PillPack informed me on July 6th that I need a new prior authorization, as the one that I had was only for 2 refills. Since July 6th, I have been unable to get anyone from Calibrate to respond to me. I have sent multiple messages through their app, sent emails and left voicemail messages. I have been out of medication for almost 4 weeks and Calibrate has done nothing to ensure my continuity of care. It seems that this has become a common issue for them.

  Customer Answer

  Date: 07/18/2022

  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:07/15/2022

  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 with Calibrate on May 18, paying $1570 for the year-long program. I did all the things I was supposed to do - had labs completed, scheduled my appointments/coaching sessions, used the app and weighed in daily. -6/10/22 -My ************************* The dr prescribed metformin &whatever ****1 my insurance approved. She told me I would have the metformin in 2 weeks and the ****1 in about 6 weeks. I was told to reach out to VitaCare (their pharmacy partner at the time) if I had any questions about the medication.- 6/23/22 - I hadn't received the metformin prescription or any notice that progress had been made so I contacted VitaCare. VitaCare stated they were no longer working with Calibrate. -6/23/22 I contacted Calibrate's Support Channel asking who I should work with instead of VitaCare. -6/27/22, I received a response from Calibrate stating they were working with my insurance.6/27/22- I replied to Calibrate asking about the metformin since I was supposed to receive that within 2 weeks.7/1/22 - I received an email from Calibrate stating they weren't working with VitaCare anymore, no progress had been made on my prescriptions &it would *********** more weeks for the ****1. They also asked me to provide my local pharmacy so I could get metformin right away. I provided the info 7/6/22 -- I contacted Calibrate Support again about the metformin. Auto response.7/8/22 -- I contacted Calibrate Medical asking about the metformin. No response.7/8/22 - I received a message from Calibrate Support stating I would have the metformin within 2 weeks.7/12/22 - I emailed Calibrate requesting a refund (and offering to wait until Friday since that's when it would be within 6 weeks after the dr. ************ which was the guaranteed timeframe.) Auto response.7/15/22 - Still no medication.I selected this program because it was medically supervised. I am not comfortable with the lack of responsiveness and support. I was completely misled.

  Customer Answer

  Date: 07/27/2022

  Better Business Bureau:
  
  The business has contacted me directly in reference to complaint ID ********, and issued a full refund. I find that this resolution is satisfactory to me and the matter has been resolved.

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

  
  

• Initial Complaint

  Date:07/15/2022

  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.

  This company has the worst customer service. I have been trying to contact their support for a month. They promise a three day turn around for support and medical inquires for their current customers. Ive been chasing them now for over a week for my latest issue. They have a customer phone number - called that multiple times. On the phone number recorded prompts they say leaving a voicemail will get you a response in 24 hours. I left three voicemails to no response. I called the new customer line and got through immediately. I called again today to try and get help on this new issue, the line goes straight to voicemail. Ive requested a refund twice, which I am entitled to under their satisfaction guarantee. I havent heard back on my medications, which I am now out of. Havent heard back from their medical team (severe side effects) and havent heard back on my refund request. I also emailed their CEO directly twice and shes also ignored me and my request for assistance.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1620 on 7/21/22 and has since exited our program. We consider this complaint to be resolved.