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:07/15/2022

  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 for services on May 12, 2022. Had the appointment to get medications prescribed, then nothing. Slow to no response with concerns.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund, less $250, on 7/28/22 and has since exited our program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:07/15/2022

  Type:Order 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 Calibrate about a month ago and was eager to get started. At first, they were responsive on getting me set up yet now they will not respond. They use a foundation for prescribing **** ***** and thats the medication that my PCP just told me to stop due to severe side effects. I have been nauseous and throwing up a lot, losing sleep, and getting headaches. Its been a dangerous drug for me so I need to quit the program. The problem is when I even tried to check in with my coach the link wouldnt work and I had no way of contacting her. I reached out to the medical and customer service staff and still no reply. Please help. Its been a frightening experience.

  Customer Answer

  Date: 07/29/2022

  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:07/14/2022

  Type:Delivery 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 the Calibrate 1 year reset program on December 31, 2021. After an initial wait of over a month I finally had an appointment with a Dr. who ordered blood tests and proceeded to prescribe several medications for ********. I was promised delivery of meds each month and a followup conversation with a medical Dr. each month. To date, my meds have been late several times and I have had not had another followup with a Dr or additional blood tests ordered to verify my health after taking these meds. The company was paid in full in advance and I feel they have perpetrated a scam. Ive made multiple attempts to contact them via their app and receive slow or no response.

  Customer Answer

  Date: 07/25/2022

  Better Business Bureau:
  
  The company has issued a full refund.  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:07/14/2022

  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 have been a calibrate customer since 2/1/22. At first the company was all I expected. However recently they have not sent my RX of Ozempic. I am down to the last dose and cannot get any kind of response from customer service. I have called, emailed, and tried to contact them through the app repeatedly. At this point I am concerned I will have a medical issue and thr copanybwill not follow through or even respond.

  Customer Answer

  Date: 08/08/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Calibrate Health, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:07/14/2022

  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 is the emailed complaint I sent to the company and still no response None of these dealings with Calibrate have been as was discussed prior to joining and this is about to be my second payment. After discussing with the pharmacist, even with a factory coupon these meds you have offered will none be as affordable as calibrate says they will be. And insurance will not cover any of those medications without lab values to support needing such. Which labs were discussed with the physician in the meeting at the beginning of the program, and was assured that Calibrates team would be able to work with insurance and find a medication that would be covered by insurance. And That I would receive metformin within two weeks and my other injection med within 6 weeks. None of which has occurred up to this point either. Communication has been extremely poor and not helpful. As of today, noted on 7/12/22 I have contacted my insurance company and zero contact from Calibrate or anyone associated with the company has been made concerning medication matters. This is not as described in the program. Calibrate has not done anything in regards to obtaining the medicine or finding anything thats covered by insurance as discussed. After several attempt to communicate and zero replies, the calibrate did return communication which was still not helpful to obtaining any further progress. Due to lack of customer service, receiving of any guaranteed services they were to provide and any approved resolution on their behalf I wish to cancel Calibrate services and money be refunded as mine was set up for full payment to Calibrate using affirm monthly payment on my behalf. This matter will be reported to the better business bureau as well for further evaluation of this company. Response from calibrate on refunding my money in a timely matter is expected.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1520 through Affirm on 6/30/22 and since, exited our program. We consider this complaint resolved. 

• Initial Complaint

  Date:07/14/2022

  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 September 2021. I was told that insurance had decided to cover my *******. I started meds early October. I found out yesterday that insurance has NEVER covered my *******, and a coupon was just used instead, even though I was told my insurance was covering. I was thrilled with the program until mid April when I was placed on a medical pause. Once my pause was over, it took 6 weeks to get meds and coaching going again, despite many unanswered messages I sent in all chat channels. My meds lapsed and I was told by one of their doctors that it didnt matter. The premise of the program is that they work with insurance to get coverage and provide meds. In the past two days between prescription services and my insurance, I have spent over three hours on the phone doing Calibrates job. There are no phone numbers for members to reach Calibrate, only a chat service that they do not respond to in a timely manner. There was a mass layoff at Calibrate on July 8 where 50-75% of the staff was laid off. Im assuming my Coach was one of them because I was told I have to switch coaches, less than a month after having to go through a bunch of time and effort trying to even get my coaching going again (also not my job, but a service they are supposed to provide). For me and many other people, this is the only thing thats ever worked to lose weight, and for this company to so clearly not care about people who are paying $125/month for their (nonexistent) services is disgusting. It is the worst customer service I have ever seen.

  Business Response

  Date: 03/09/2023

  Member received their medications on 7/22 and is currently still a member enrolled in our program with no issues that we are aware of. We consider this complaint to be resolved. 

• Initial Complaint

  Date:07/14/2022

  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 cannot get the support team at calibrate to respond regarding next steps in my weight loss program. The only way to contact them is through their in app chat where they say they will respond in 3 business days. I have tried several times over the last seventeen days with no response.

  Business Response

  Date: 03/09/2023

  This member has multiple profiles with us which made following up an issue. We were able to get the member a specific prescription that they requested. Member fininshed her first year, and signed up for a second year. We consider this complaint to be resolved. 

• Initial Complaint

  Date:07/14/2022

  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 October 2021 and had relatively good result. This is a weight loss program that includes medical consultation and two medicines including a pill and an injectable. The pills are filled at a local pharmacy. The injectable had been filled by a partner pharmacy that calibrate selects. One of Calibrates selling points is the deep discounts they offer on these injectible meds. I was due for a refill the third week of june and received notification from the pharmacy that they no longer worked with Calibrate. I contacted calibrate and was told on June 30 they would call it in to a local pharmacy. The same day I asked if they would make sure I get the discount and in the two weeks since then nobody has responded. I have followed up 8 times via the support tab in the app. I have reached out to my coach 3 times. I have contacted the Calibrate doctor once and I have emailed and called calibrate several times. Nobody is getting back to me other than the coach who works for calibrate claiming that she can't help- and I am going on week 4 without the meds that are part of the program. I feel abandoned and disappointed. This is very irresponsible behavior for a company that is providing medically oriented support. Since Calibrate has not provided me the services agreed upon, I would like a full refund. All of the progress I have made is being undone by their abandonment.

  Customer Answer

  Date: 08/07/2022

  At this time, I have been contacted directly by Calibrate Health, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  The response was an autoreply and I was told I would get a response in a few days.  That was over a week ago.  They are not responsive and show no concern for their patients. 

   

   

   

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

  Sincerely,

  *************************

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1370 through Affirm on 9/9/22 and has since Exited our program. Member reached out to us on 1/12/23 to re-join our program. We consider this complaint to be resolved. 

  Customer Answer

  Date: 03/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. However their communication is still terrible.  I reached out to see if they were any more organized at that time- they said on January 12- and never received a response.  So they ****.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/14/2022

  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 after already being approved for a ***1 medication by my primary care. I joined because I wanted accountability and nutritional support and they advertised medical communication heavily as a part of the program. The medical aspect has been sorely lacking and has done nothing but further complicate the process for a med that I was already approved for and receiving. A program requirement is that they take over your prescription fulfillment. I have been prescribed the wrong dose, was started on a supportive medicine via a Calibrate doctor, and then refills on the second med stayed in limbo with no explanation. As far as the *** 1, I received conflicting information on upping doses, despite multiple communications with a doctor about my prior history and dosing schedule. Medical channel says 3 days for response. If you reply to that message, its another 3 days for a response. This effectively drags out communication for far too long to be effective or fruitful. The last several messages have taken 4 days or more. Unacceptable. My *** med was called in at the wrong dosage. After a week of waiting a doctor said my refill would be corrected and sent in at the proper dose. As of 4 days later, still no refill. This would cause me to be late taking the med and I have no idea whether its even going to be refilled at all. I have reached out via the app, social media, the email, and phone with no response. I am requesting a full refund because of the amount of time wasted in messaging and the ability for them to ***** up an already existing prescription by lack of care and follow through. This is nowhere near the program that was sold to me in the introduction phone call. Not at all.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1545 through Affirm on 7/21/22 and since, exited our program. Member reached out again on 8/10/22 asking about the status of their refund. We responded giving her guidance on following up with ****** directly who processed their original payment. We consider this complaint to be resolved. 

• Initial Complaint

  Date:07/14/2022

  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 Nov 2021 and was very excited to begin their program. Things were progressing well up until last month. I never received a text confirmation that my medication was available for delivery. I contacted Truepill pharmacy on 7/5/22 requesting information, they advised me there was no authorization for the medication. They said they would reach out to Calibrate and I should receive a text once meds were available to ship. On 7/6 I sent a message to Calibrate as to why I had not received my medication and was it being stopped **** any notice. I received a very generic response as to what the support team manages. On 7/11, I send another message to support and have yet to receive a response. Once again, still no answer or response about my medication. The lack of communication is unacceptable when one is depending on their medication. On 7/13, I once again reached out to Truepill and was told that my medication was not approved and it would cost $800 to ship medication to me. The medication was guaranteed approved or they would refund for the program. Also, I like others was told I would meet with a doctor every three months to monitor my progress, but that has never happened. The ony time I met with a dr was at the beginning of the program, I was never given another appointment. My last session with my coach was canceled unexpectedly. I feel like all they wanted was to collect money and hope I make progress on my own. Although I was happy with my coach *****, I am not on track to lose what was guaranteed. I am not satisfied with the program as it has progressed unsatisfactorily on their part, I am asking for a full refund for the program which I paid in full upfront.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1570 on 7/21/22 and since exited our program. We consider this complaint resolved. 

  Customer Answer

  Date: 03/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************