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:09/08/2023

  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.

  Calibrate health has literally duped me. They asked for my labs, after my doctor tried faxing at BBBs fax number, she saw all the reviews on B B B and alerted me. I responded to Calibrate and they took over 15 business days for them to respond, and they still didnt respond until I followed up again. Conveniently for them, I passed my 45 days which apparently means no refund. I request they make an exception since they were delayed in their response. I ask that they Credit my affirm account $1400. Per their terms I will agree to pay the $200 fee to make good on what small efforts they did offer, which were pamphlets and a scale. When trying to cancel, I was responded to quickly. WEIRD HOW THEY RESPOND QUICKLY NOW??!!? But they refuse to refund which is wrong. Not my error that they didnt respond.

  Business Response

  Date: 09/20/2023

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

• Initial Complaint

  Date:09/08/2023

  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.

  Membership 4/28/2023. Appointment 6/01/2023. Guaranteed refund if medication nor obtained for $25 or less copay within 90 days of appointment. Has been 90 days since 6/01/2023 and company will not respond to refund request emails or messages within their app. Have not received any services that I signed up for.

  Business Response

  Date: 09/20/2023

  This member has been refunded as of 9/20/23, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:09/08/2023

  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 for the Calibrate Masters Program and I told the doctor at that time that I would need an alternative medication to Ozempic as it made me too sick. I was told (after I paid) that it would be difficult to get ******** approved but that there were other alternatives if I needed them, however she wanted me to try a different approach using Ozempic. I agreed, but was unable to tolerate the medication. I reached out to their support team letting them know that I needed something else and they said prior authorizations were sent that were never sent according to my insurance. After going back and forth for months with their support team because it takes weeks to hear back from them, I told them how terrible their service is and that I wanted a refund because they arent doing anything they said they would for me. They said I dont qualify and would flag my account for the medical to review. This was three weeks ago and still no word. Ive been fighting with them since May 2023. Once you join Masters, they dont care anymore because they dont have to refund you. Their app is horrible and you have to delete the app and redownload it to read any messages, which is the only way you can communicate with any person there. Its terrible and used to be so much better. As a medical provider myself, Im appalled at the way they treat their patients.

  Business Response

  Date: 09/20/2023

  Support has already reached out and relayed that our Masters Programs are non-refundable per the terms and conditions and refund policy agreed to upon signing up for the program. 

  terms and conditions: ********************************************************************************

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

• Initial Complaint

  Date:09/08/2023

  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 have been requesting a refund. I have not heard any response despite my emails. I have not had medication refills in over 6 months despite my requests.

  Business Response

  Date: 09/20/2023

  This member was already assisted in Support. For further assistance, please continue to reach out directly through our Support Channels. We will be able to re-explore refund eligibility after their last coaching session with us on 10/6/23, per the terms and conditions and refund policy agreed to upon signing up for the program. 

   

   

  Customer Answer

  Date: 10/02/2023

  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:09/07/2023

  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 joined Calibrate back in April 2023. Since then I have been unable to move forward in the program due to lack of communication on behalf of the company. They were very responsive during the preliminary phases when theyre trying to get you to join, but then weeks go by without anyone responding to messages. I completed one coaching session and a meeting with a doctor in June, but since have not heard back from their team. They require labs that I had done and so much time has lapsed that those labs wont meet their time frames. I paid with an FSA card and theyve failed to provide a letter thats valid to have this cost reimbursed. I signed up for this program under the presumption that they would provide access to ***** medication to which now theyre saying isnt the basis of their program, since theyre finding it difficult to have this demand filled due to shortages. *** reached out several times to get a refund and shared my concerns to which they have not been responsive. My FSA is threatening to cut off my benefits and requesting I pay back the amount I charged since I havent been given the proper documentation. For the price they charge they should stand by what they advertise which is access to GLP medication along with the coaching etc

  Business Response

  Date: 09/15/2023

  Your refund request is processing and you will receive further information from Support once your refund has been successfully processed. 

  Customer Answer

  Date: 09/21/2023

  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 was sent a message on September 12th, indicating I would get a message from Calibrate regarding a refund. 8 days later I have not heard from them, therefore this complaint has yet to be resolved. 

   

   

   

   

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

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

  Business Response

  Date: 10/04/2023

  This member has been refunded as of 9/25/23, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:09/07/2023

  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.

  My husband and I signed up for the program in April of 2023, excited to try based on the advertisements received. I did my labs in April, had my doctors appt in early May, and received notification that my insurance had approved Wegovy 5/14, right in line with expectations set by doctor (she said a couple of days for Metformin and up to ***** days for GLP-1). The problem was, calibrate never sent the prescription to the pharmacy (confirmed multiple times by the pharmacy). I followed up repeatedly and it would go weeks on end with no response by the Calibrate response team. One time, a support member told me to just wait because my Dr **** had just occurred in June (incorrect) and closed out the ticket, forcing me to have to create another, which went weeks with no response. In addition to messaging through the app, I tried to reach out via social media messaging, even messaging the **** all went unresponded to. After an incredible amount of effort, at the end of July (more than 90 days after signing up), I received a message that I was being sent ********* a medication which is dangerous and way less effective than Wegovy, which my insurance approved. I contacted Calibrate weeks ago asking for a refund (less Dr ***** and once again it has been weeks with no response. This program not only defrauds customers by touting access to these medications that they dont fulfill (my husband had the same issue), keeping your money and offering you access to weight loss support instead of what was promised but the flat out ignore you when you reach out. Why would anyone pay a service for weight loss support when that service does not even respond to them, for 2-4 weeks at a time? Out of principle, I can not accept the treatment I received and feeling like I was absolutely scammed into signing up under false pretenses, and will be contacting an attorney next.

  Business Response

  Date: 09/20/2023

  Your refund request is processing and you will receive further information from Support once your refund has been successfully processed. 

• Initial Complaint

  Date:09/07/2023

  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.

  on May 28th 2023 I signed up for the weight loss program calibrate. I was promised among other things that I would receive medication as well as coaching services. I was also told that if the medication was not received within three months of signing up, I would be refunded my payment of $1650. I have contacted Calibrate multiple times for coaching sessions and got no response or very delayed responses. I completed my labs as requested and met with a doctor and was prescribed ********* and *******. To date I have received neither. when I reached out multiple times regarding this I either got no response or I was told that the ********* prescription has been sent to pillpack, and the issue was with them. When I contacted pillpack, they confirmed what I suspected, and that they had not ever received my prescription. I have never received ******** In short, this company has delivered an absolutely nothing I paid for and I am demanding a full refund. I have reached out twice regarding the refund request and gotten no response.

  Business Response

  Date: 09/15/2023

  This member has been refunded as of 9/13/23, for additional information please review the confirmation email sent to you from ***********************************

  Customer Answer

  Date: 09/18/2023

  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:09/07/2023

  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 Calibrates program on August 23, 2023 and elected to pay for it through a loan with Affirm. At the same time I signed up for Calibrate I was doing additional research about the company and working with my physician. On August 27, within 72 hours of signing up I submitted a cancellation request through the Calibrate app and received an automatic response. I confirmed I wanted to continue with cancellation but Calibrate refuses to process my request. I am afraid they wont take action until after the first payment on the loan begins. I am frustrated by the horrible customer service. I have sent at least 5-7 messages requesting a response. No one responds. I just want to cancel the account and cancel the loan.

  Business Response

  Date: 09/15/2023

  This member has been refunded as of 9/14/23, for additional information please review the confirmation email sent to you from ***********************************

  Customer Answer

  Date: 09/18/2023

  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:09/07/2023

  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 the Calibrate program in December of 2022. When signing up, they note that if there is no coverage for a class GLP-1 medication, you will be allowed the chance to opt out of the program less a $200 fee. Calibrate was unable to achieve coverage, however they pushed a single dose through despite insurance denials. After receiving this dose, I received multiple denials from my insurance and was not able to get any more of the promised medication. I reached out to their support team and they did not resolve this first lapse in medication. I received a new employer insurance and Calibrate was also unable to get approval with this insurance, but after months of waiting to hear from them about the situation, I am told that I am unable to receive a refund because of my new insurance, despite them failing to get it approved on my initial insurance as well.This program is exorbitantly expensive if you are only receiving the training, and I was not afforded the opportunity to opt out due to their continued inability to get the medication approved on my insurance. The program itself is also unsatisfactory. I have had numerous different trainers, the app is hardly functional, and I have paid a great deal of money for no value to me. Customer service has a very long turnaround for responses that have been generally unhelpful even when seeking assistance on other matters.

  Business Response

  Date: 09/15/2023

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

  Customer Answer

  Date: 09/22/2023

  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:

  [Your Answer Here]

   

   I have not received an email from the business yet. The responses received through the companys support chat are unsatisfactory and do not align with ethical business practice. I was offered the option to unenroll from the program, but would still be required to make monthly payments. The services that are explicitly outlined in the program contract are not being realized nor does this company have any intention of meeting the terms of their own agreement. It does appear that the staff working on this issue is privy to my situation and they are grossly uninformed about my insurances requirements. For example, an agent responding to my messages claims that my insurance does not require a PA for the medication to be prescribed, however, I was told by my insurance directly that a PA was required. I have reached out to my insurances pharmacy manager to receive a copy of their denial of coverage for this medication. Had I not needed a PA, it should not have taken the full 90 days to have this prescription approved through Calibrate. I believe they waited the full 90 days to bind me into paying out money for a program that was not beneficial and did not meet the standard that was promised. 

   

   

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

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

  Business Response

  Date: 10/12/2023

  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: 10/19/2023

  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:

  [Your Answer Here]

  I am currently awaiting proof from express scripts that my initial dose was never approved. The Calibrate support team repeatedly sent the same message to me without further responding, leading me to believe that they stopped even reading my messages. Regardless of if I receive a refund, I want my complaint to remain on the BBB as Calibrates practices have left me feeling scammed, spoken down to, and unheard. In my time with Calibrate, their app has been nearly nonfunctional, leading to days when logging was not possible as they have removed their website to have an additional place to log. This practice may make it so I may not meet the guidelines for the weight loss refund, due to their own technical failings. I am not satisfied with Calibrate, so I cannot accept their response  

   

   

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

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

• Initial Complaint

  Date:09/06/2023

  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 signed up for Callibrate Weight loss program on July 19th. There was a delay in getting my blood labs as there were no local providers. Eventually ********** ordered the labs from a local provider. I waited a week and heard nothing. I uploaded the labs myself to the program. They wouldnt accept screen shots. So I followed their instructions and uploaded a pdf. I was then told that it was missing info. I uploaded that info three times. I was then informed that the pdf needed my date of birth on it. So I uploaded it with the date of birth. They then said they needed a fax of them and that the fax number had changed! So I had the hospital fax it again to the new number. That happened august 25th. Since then I have asked for an update. Have reached out numerous times and have now began asking for a refund since they will not communicate with me and are not providing any of the services as agreed to in the contract. I have not heard from Callibrate since august 24th.

  Business Response

  Date: 09/14/2023

  Your refund request is processing and you will receive further information from Support once your refund has been successfully processed.