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:09/18/2023

  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 received correspondence from Calibrate Weight Loss program that I was eligible for a refund of the $1649 paid to them through Affirm credit less $250 because they could not fulfill certain aspects of the program. Please see the pictures of the information I received through their APP. I have not received any response from them since I told them I wanted the refund. I do not have a phone number to call. I have made three payments to Affirm of $274.83 and still owe the balance.

  Customer Answer

  Date: 09/30/2023

  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,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/18/2023

  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 to be on September 6, 2023 and reached out via email and their support messaging platform to cancel my account within 5 hours of signing up. I had completed this program before in 2021, and during the sign up process this time around, was told my meds would be shipped to me at home (as they were previously) but soon found that was not the case.Per their website, "If you want to cancel your Metabolic Reset within 72 hours of your purchase, you may request a full refund for the amount you paid using the instructions below."I followed those instructions and have not been contacted for 10 days nowthough Calibrate ignored my emails and messaging entirely, they DID confirm my purchase and send a welcome kit I refused . I did pay for this service via Affirm in the amount of $1,699.00 to be paid across 12 months. I also contacted ******, and while helpful, they said it was in Calibrate's hands to process the refund.

  Business Response

  Date: 09/28/2023

  This member has been refunded as of 9/20, for additional information please review the confirmation email sent to you from ***********************************

  Customer Answer

  Date: 09/29/2023

  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,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/18/2023

  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 still have not received my medication. I cannot get contact with anyone and I just want to cancel, stop having money taken and get a refund less the $200 fee. I cannot get anyone to contact me regarding this matter.

  Business Response

  Date: 10/09/2023

  This member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.

  Customer Answer

  Date: 10/10/2023

  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:

  The company states in it's documentation it will reply to messages within ***** hours. It does not. It takes them well over a week in most cases to resolve any issue. There is no way of contacting an actual person and an actual person does not contact me back regarding any issues I may have. I started with this company at the end of July 2023. I have yet to receive medical service of medication for weight loss. It was stated in advertising that within a couple of weeks the program would be going and started with proper medication. However, because I have only had contact with a non-medical diet and nutrition counselor, I cannot get any answers. They did finally contact me back, after I let them know I was contacting you. This is a fraudulent company, in my opinion and is not delivering what it promised and I am stuck with the bill. I cannot even try to cancel until I have been with them for 90 days. This information was not clear in anything I read when signing up. there was also no information stating it could take up to three-four months to get medication. The advertising said within a couple (two) weeks. And then it was six. And now it's 12. They have taken my money, given no actual weight loss service and will not let me get a refund. I also have colected documentation for possible legal action. I don't know how a company like this is able to exist.

   

   

   

   

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

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

  Customer Answer

  Date: 11/27/2023

  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:

   

   

   

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

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

  Business Response

  Date: 12/18/2023

  This member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.

• Initial Complaint

  Date:09/15/2023

  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 have had a very unsatisfactory experience with Calibrate Weight Loss. The following issues are preventing me from having a successful experience:1. Calibrate notified me on July 21 that there would be no prescription for GLP meds because my insurance will not cover it, which Calibrate told me to expect. They also told me it was common to get insurance denials, but meds would eventually be provided. That did not happen.2. At the time of notice, I was happy with my coach and the information that she was providing.3. On August 18th I found out my Calibrate coach was leaving which was the main reason I agreed to stay with the program after the Calibrate no meds notification.4. I was willing to stay with the program until I learned my coach was leaving Calibrate on August ****. I waited 90 days to find out that Calibrate would not be able to prescribe the medications, yet I was asked to decide within 7 days of the July 20th notification if I was in/or out of the program. Now they are saying too bad, you cant discontinue the program.6. I received no meds, lost my coach that I have used for last 4 months and I am unable to find what I need on the website, but expected to continue paying for a program that Calibrate is not providing as promised and advertised.7. I would like to cancel my membership. I do not expect a refund for the months that I used the program which was *** September but do expect a refund for the remaining 7 months.8. I understand what the Calibrate policy says, but I should not have to pay for something I am no longer receiving and for a program that does not work. Calibrate has plenty of policies that protect the company, but where are the policies that protect the customer, which provide fair and reasonable recourse and take into consideration circumstances that were outside of my control? Please help me resolve this issue fairly.

  Business Response

  Date: 09/26/2023

  This was reviewed by our team, and per the terms and conditions and refund policy agreed to upon sign up, they are not eligible for a refund.

  Customer Answer

  Date: 09/29/2023

  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:

   

  Calibrate defaulted on the terms of their own contract as follows:
  1. Unable to provide medication prescription 
  2. Lost my coach who left the company and expected to start over with a new coach.
  3. The coaching sessions are only 15 minutes long, ************* dispenses information slowly.
  4. Website, which is the ONLY means of communicating with Calibrate, takes two, three and sometimes four weeks to answer. By that time, it is either too late, or the answer does not even come close to answering your original inquiry.
  5. The website does not work most of the time, it is hard to find information, get response to questions and overall, of inferior quality.
  6. I have not used the Calibrate service since the end of August because the program does not work.
  
  All of the key features of this program were never successful provided by Calibrate. I am only asking for a refund for September 2023  April 2024. This company is all about collecting consumers money and has no real interest in helping their customers. I should be asking for a complete refund, but I am trying to break from this company that provides a great advertising but extraordinarily poor service.

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

• Initial Complaint

  Date:09/14/2023

  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.

  Calibrate engaged in a bait and switch. I was happily enrolled for several months. Then they launched a horrible app. Calibrate did almost nothing they promised. The only service that they provided was a nutritionist, but the app failed so badly the nutritionist could not even access the coursework required.I changed insurance companies. I told Calibrate about the switch a month before it happened. Calibrate refused to resubmit my prescription for authorization. They ignored me for weeks. Then I only received automated responses. At no point did they address ANYTHING. Eventually after multiple calls I got a response. They kept demanding I resubmit my insurance card. Then kept finding excuses to not submit a new authorization. After weeks they finally submitted a prior authorization which was rejected. I asked for them to cancel my subscription. I am aware that not having meds does not qualify for cancellation. However, not being able to do ANY of the program sure does qualify.I do not even want past money back. I just do not want to keep paying for something I am not using. I want them to stop all future charges. They lie and say that only affirm can do that, but Affirm will only stop payments if Calibrate authorizes it. As of now they are going to keep charging me and not provide a service.I had side effects and had no access to any of my doctors, The app failed and made this whole thing Absolutely miserable. Even the *** new policy of responding within so many days was violated yet again because they took from Aug 29 until today the 13th to cancel my program.

  Business Response

  Date: 09/26/2023

  Member has already been assisted by the Member Success Team.  

  This member was not eligible for a refund per the terms and conditions and refund policy agreed to upon signing up for the program. This also means that the Affirm payments will not stop. This is also relayed in said policies. 

  More details below: 

   
  We require payment in full for our memberships up front, the Affirm loan is an option for members who this is not feasible for, or for members who simply prefer monthly payment options. The remainder of these payments go towards the loan that you consented to take out with Affirm. As you are not refund eligible, you would be responsible for those remaining payments as they are going to Affirm for the loan you consented to take out with them in order to pay for your membership fee. Calibrate does not manage your Affirm payments, nor do we have any visibility into your loan schedule with Affirm. Those payments are exclusively between you and Affirm for the loan that Affirm issued to you. Since Calibrate does not have access to the specifics of your loan with Affirm, in order to get the most accurate details on your loan status (i.e. number of payments left) you would need to reach out to Affirm directly. Here is a link to their Help Center.

   

  Terms and conditions: ********************************************************************************

  refund policy: *************************************************************************

• Initial Complaint

  Date:09/13/2023

  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 am unable to get the company to respond to any request and cancel my membership. Here is a copy of my complaint sent to the company on Monday September 11th, which also has npt been responded to.From: ************************* - Enterprise Fraud Mgmt Sent: Tuesday, September 12, 2023 6:51 PM To: ******************************************* <*****************************************>Subject: RE: Cancel Membership Good evening-Can somebody please assist? My whole issue stems from the lack of communication/response. My request is reasonable and should be easily accommodated.Please assist,************************* Second Vice ********** ********* Manager eRisk Department New ****************************** of ************** N.A.Phone: ************** Email: ************************ From: ************************* - Enterprise Fraud Mgmt Sent: Monday, September 11, 2023 7:38 AM To: ******************************************* <*****************************************>Subject: Cancel Membership Good morning-I am sending this message to this request box because nobody will respond to any of my messages in the **************.I am a current member since late June of 2023 and after a coaching session on August 22nd, she advised me to request the team to look into obtaining a new prescription since the one I received was unable to be filled due to a shortage. I sent the request in the ************** on August 23rd, and nobody has responded to this message to date. I sent a follow up to this message in the ************** on August 29th, nobody has responded to this message to date. I sent a 3rd follow-up on September 6th, and nobody has responded to this message to date. This lack of service and response was beyond frustrating and disappointing.I sent a request then on September 7th to cancel my membership, and that message has not been responded to as well. That makes 4 messages sent without anyone responding to me. Please cancel my membership effective immediately, you can place it as the end of the month for billing purposes. If there is somebody who would actually like to speak to me, I can be reached at ************, or you can email me at this address or *************************************************** ****** **** ********** ********* ******* ***** ********** *** ****************************** ** ************** ********** ************ 

  Business Response

  Date: 09/26/2023

  Member was assisted by support 9/14 and 9/15. Member is not yet eligible for a refund and has further detail through support messages. 

  Customer Answer

  Date: 09/27/2023

  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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/13/2023

  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 paid this company $500 to start a program. I then cancelled my program within the 72 hour period that the company allows for a full refund. They have repeatedly ignored my emails and texts asking for a full refund.

  Business Response

  Date: 09/26/2023

  This member has been refunded as of 9/20, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:09/13/2023

  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 enrolled in the Calibrate weight loss program in May 2023. I had my first doctor visit on June 14, 2023. The program commits to assisting with obtaining a GLP-1 medication for $25/month within ****************************** a refund of fees paid less $250. As of September 12 (90 days after June 14) I had not obtained the medication. I submitted a refund request on Sept 12 and the request was declined. Refund policy: *************************************************************************

  Business Response

  Date: 09/26/2023

  This member has been refunded as of 9/25/2023, for additional information please review the confirmation email sent to you from ***********************************

  Customer Answer

  Date: 09/29/2023

  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,
  
  ***************
  
  
  
   
  
  

• Initial Complaint

  Date:09/13/2023

  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.

  This company has been hard to deal with since the start. They took money out in the beginning and I never received the the prescriptions. Now I started the Master class, just because I wanted to continue to use the meds and I can't get them, but they still take out my money monthly. The communication on the app is horrible.. They hardly answer any questions. They keep you waiting for days before they answer. I have no use for this app and they still say I will have to continue to pay. This is a bad thing. Please don't use this company.

  Business Response

  Date: 09/26/2023

  This member is actively being assisted in Support. For further assistance, please continue to reach out directly through our Support Channels. 

• Initial Complaint

  Date:09/13/2023

  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.

  Paid for a product I've never received! In February 2023.CALIBRATE HAVENT SENT ME THE MEDICATION AGREED UPON. I DEMAND A TOTAL REFUND of ******* dollars. I've been emailing and no contact number to call.

  Business Response

  Date: 09/26/2023

  This member has been refunded as of 9/18/2023, for additional information please review the confirmation email sent to you from ***********************************