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:09/13/2023

  Type:Billing 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 March 23 of 2022 and used Affirm for a loan of $1,649.00. I make monthly payments on this loan. I took many months and many times of requesting to make the 1 on 1 doctors visit which finally occurred in late June. Since then I have been waiting on medication. They called 1 medication in to their pharmacy of choice and that pharmacy did not have it in stock. I have messaged on August 15th, August 20th, August 28th and September 6th asking them to either change the medication or call the ** into somewhere that it is stock. I have received NOTHING in response to any of my 4 messages. The support center seems to be fully unable to provide anything close to real support. This has been a truly disappointing experience. One in which I continue to pay monthly payments to receive nothing in return. The lack of response shows me they do not care about the people in this program and I certainly no longer trust or believe in this company. I would like a refund for this program that has been so frustrating to try and deal with.

  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: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 on 01/05/2023 and paid in full $1511.00 - Since then their support and business model has changed drastically. I wait 4-5 weeks for a response from their support team. My medication keeps lapsing in refills and nothing is consistant. Their coaching is a joke, 5 min. bi-weekly sessions with a girl that just stares at you on zoom and gives no good information or support. I'm not sure she is even qualified to give advise or support. This is the worst weight loss program I have ever tried.

  Business Response

  Date: 09/26/2023

  This member cancelled their membership with cancellation going into effect on 9/18/2023. 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: the service provided was not satisfactory, to the point I could no longer deal with the customer service or lack of communication. I did cancel my membership because I was not getting what I paid for, such as program support . 

  [Your Answer Here]

   

   

   

   

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

  
  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.

  In December 2022, I started the weight loss program. From the beginning, communications have been extremely poor, generally non-existent. Initially the prescriptions came on time, and I followed the program by taking the lessons and following the recommended diet. I was losing weight, so I was okay. However, now I am unable to get the Trulicity prescription. I was surprised to see the prescription needs to be renewed on Pill Pack. I am unable to reach anyone at Calibrate or get the medication needed. I'm overdue on the weekly shot and am very concerned about the lack of response to voicemails or emails. No one ever answers the phone and I only get confirmation of receipt for the emails.I paid approximately $1,700 and would like to finish the program. I'm looking for assistance to getting delivery or medical help to come off the Trulicity dosage I'm supposed to be taking and end the program.

  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:09/12/2023

  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.

  Originally signed up on June 14th 2023 but there were issues with them being able to read my insurance card. A week later they replied and by that time, I was getting ready to leave for a 12 day vacation to ****** (flight details attached). I had made an appointment as well with my primary care physician, ************************* (*******, **) and he ordered extensive blood work that was done and I can send those results to you. During that time I went to *******, ******* for 10 days (flight details attached) but a month later had me come back to his office for a follow up and he thought it would be best for me to be put on ******** as I had tried ******* before and did not have a good reaction to it and what Calibrate primarily prescribes. I began taking Mounjaro 3 weeks ago and because I never started the program and never even had an appointment with them, I requested they cancel and refund me the monies spent. They were very difficult to reach and I sent numerous requests to them. After finally sending an email on 9/5/23 and they proceeded to tell me that I am now locked into a 12 month membership with them EVEN THOUGH I NEVER HAD A CONSULTATION AND IMPORTANTLY, THAT MY DOCTOR SPECIFICALLY PUT ME ON A DRUG WHICH WOULD MAKE THEIR OFFERING SOMETHING I CANNOT DO PER HIS ORDERS!!?? I explained this and demanded that a Supervisor respond to me about this matter and have had no response since 9/7/23. I was unaware of the poor reputation they have and upon coming to the BBB site, noticed the numerous complaints against them. I am not able to go on any of their medications per my doctor. I explained this to them and do not need their services and given the delays which led me to contact my doctor instead, I believe strongly that they should cancel my membership and refund me the monies I have spent. Please also note that it is with good reason I need to follow doctors orders - I had a SCAD heart attack 4.5 years ago and must heed my doctors orders. Thank you.

  Business Response

  Date: 10/04/2023

  This member has been refunded as of 9/19/23, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:09/12/2023

  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 for their 1 year metabolic reset. Their website clearly states that you can cancel within 72 hours with a full refund. I submitted my first request for cancellation within 1 hour of paying the fee, after reading other complaints on BBB about how unreliable this business is. To date, I have submitted 9 requests for cancellation and full refund that have not have been answered in regards to my refund.

  Business Response

  Date: 10/04/2023

  This member has been refunded as of 9/15/23, for additional information please review the confirmation email sent to you from ***********************************
  

  Customer Answer

  Date: 10/05/2023

  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:09/11/2023

  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 $1,620 to join Calibrate in May 2022, had my initial doctors appointment and started coaching appointments. But I never got an approved med in the promised initial timeframe, and was offered ********, along with their calibrate discount card outside of my insurance. which was only valid for 4 months due to changes in diagnosis requirements. I then waited for the remainder of my coaching sessions to get a covered replacement, and decided to sign up for the master program on 4/19/2033 and paid $640 (which did not indicate that it was non-refundable at sign up), in the hopes of maybe getting to complete a full year reset as laid out by the program. My end of the metabolic reset (year one) came up with no replacement med, months of attempts to attempt to get labs ordered (which still havent been, if there were messages regarding this in the new app I couldnt access them), and now I cant do anything with the program. I cant schedule anything until labs are verified, and its is unlikely at this point that it will happen. The med approval process has been strung along since January (9 months). This program is engaging in deceptive practices, and seem highly incapable of providing the services advertised. Attempts to request a refund have been denied, on technicalities.

  Business Response

  Date: 10/03/2023

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

• Initial Complaint

  Date:09/11/2023

  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 signed up in May of 2023. I used the company affirm to pay for this service. This service with Calibrate is to receive medications as long as our insurance covers it, to receive coaching and online readings to help us with the weight loss journey. They did say that it can take up to 3min that to receive approval from insurance. My insurance approved the medication really fast. Two weeks after receiving notice that my insurance approved the medication I still havent received anything. I send a message to Calibrate (because that is the only way to communicate with them). I of course had not heard back from them. So I call Pillpack. The pharmacy they recommend and the pharmacy I chose. ******** tells me that the prescription they received doesnt start until August. I asked them if they could start it sooner. They said yes. So off I go. Still not hearing back from calibrate. Calibrate started updated with their app. It was weeks of not not getting into the app, not accessing the literature, not getting in contact with them etc. I started to look into canceling my membership with them. But they said I could only cancel if my insurance wouldnt cover the medication. Since I was getting the medication I decided to just keep going. Well the beginning of September hits and I didnt get my prescription. So I call Pillpack. ******** tells me they need a new prescription because the one they have says it ends the end of august. Which is weird but they say thats what it says. So I of course contact calibrate. Almost a week goes by and I havent heard from them. I missed one dose. I have my coach mtg on Thursday and she puts in a message. I hear from them the next day. To only say are you sure Pillpack didnt mean they dont have enough in stock? Seriously! It takes a week to respond with only a question. I want my money back, sent to affirm to pay off. I want out of this contract. I am not getting my meds they my insurance is paying for and I can not contact the company

  Business Response

  Date: 09/22/2023

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

• Initial Complaint

  Date:09/11/2023

  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 notified calibrate that I had a new health insurance company on July 28th and needed a new prior authorization submitted. They did not respond to me until August 22nd. This is an unacceptable time frame to leave a member waiting for a response related to a healthcare issue. To date my issue is still not resolved. Calibrate claims to have submitted requests but my insurance company says they havent received any new ** attempts.I had previous issues with my former insurance carrier ans Calibrate and requested a redund back in April of this year which calibrate denied. *** tried to stick it out with them but there is just issue after issue, theyre forcing me to keep paying for the contract But they continue to offer a substandard service with poor communication and I dont feel they have lived up to any reasonable expectation of actually providing the service they claim to provide.

  Business Response

  Date: 09/22/2023

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

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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.

  **** per affirm paid. 1 dr visit to review labs that never showed up on app. App did not work. No responses to multiple requesr for refund due to lack of service. Gave me a food counselor...I am a 40 year retired BSN RN who tested out of Nutrition. Finally after 2 mos they said they could not get medication. Wanted to try another. My insurance changed sept 1. I told them when i signed ** in june that the ins would be changing.. My insurance had notified me of the denial over 2 weeks before that. Scales were not consistant...some days would add 5 lbs (i had very accurate scale sitting beside them). Anything I asked support about I received no response or a very canned reply days or weeks later or NEVER.

  Business Response

  Date: 10/03/2023

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

  Member is not yet at 90 days from doctor's ************ so is not yet eligible for a refund per the agreed upon refund policy. 

  90 days will be 10/24/23, so if wee have not found a covered GLP1 by this time, they will then be eligible for a refund. 

   

  agreed upon refund policy: *************************************************************************

  Customer Answer

  Date: 10/26/2023

  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:

  I received a message (on the last day they are considering the 90 day window....which THEY extended because the app wasnt working correctly) that they had received approval for me medication through my insurance company. The insurance co I told them many many times from the get go that would expire on september 30 due to my retirement. Now they are asking for my new insurance card so they can stary all over again. The med by the way is in shortage and mostly unable to obtain until ****. When I questioned them on that as well they admitted it is unavailable. I WANT a REFUND.

   

   

   

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

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

  Business Response

  Date: 11/10/2023

  A member of our Support team will be reaching out to assist via email from ************************************

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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 initially purchased a plan through calibrate (would be later shipped) and changed my mind the next day. On their website it says I have 72 hours from the purchase to request a refund (says to email a certain address) the initial response was quick but then after I confirmed that I wanted to cancel I havent been able to get ahold of anyone. It seems they are delaying responses to prevent me from getting my refund. I filed a dispute with my bank but its troublesome that a company is being misleading and not following their own guidelines

  Business Response

  Date: 10/04/2023

  Calibrate reached out to help assist with the refund, but we are not able to issue a refund unless the member lifts the dispute in place. 

  Member Success reached out via email asking the following on 9/12/23;

  "Please lift this dispute, and let us know, so we can try to issue the refund for you. Please also note there may be a waiting period before the lift of the dispute is reflected on our end."

   The member was unresponsive and we were not able to issue the refund. If member lifts the dispute, please reach back out to let Support know and then our system will allow us to issue the appropriate refund. 

  Customer Answer

  Date: 10/16/2023

  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 will be resolved. I am accepting this resolution on the terms that my refund will be processed when I accept to lift the dispute.
  
  Sincerely,
  
  *************************