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:09/05/2023

  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 enrolled in the 12 month membership and used the *********** as part of the pricing to pay a monthly fee of $145.75 (total altogether will be $1749.00). The first payment will be taken out of my bank on 9/28/23. Per the company's cancellation policy I have 72 hours to cancel and receive a full refund. I signed up for Calibrate on 8/24/2023 and I sent them a message via the app on 8/26/23 stating that I wish to cancel. I have heard NOTHING back from them. I have attempted numerous times to try and cancel - even attempted to contact *********** and I have heard nothing. I am also going to contact ******************* - the Ohio **************************

  Business Response

  Date: 09/14/2023

  This member has been refunded as of 9/11/23, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:09/05/2023

  Type:Sales and Advertising 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 and executed the steps required of sign up including providing them with my insurance information. There were several issues with my insurance, but after 2 hours of phone calls, I received an email saying my insurance was sorted out. The premise of the program is that the company, Calibrate, will work with my insurance to find a certain medication that my insurance will cover. On September 1, after being a member of Calibrate since July 28, I took the time to reach out to Calibrate to confirm they had the information they needed since I had not heard back on any progress with filling rx's. I was triggered to do all of this because earlier in the week I received an email from Amazon's pillpack (3rd party Calibrate uses to fill rx's) saying they do not have my insurance information and I will need to provide it. I thought this was odd, so I submitted a ticket through the Calibrate app. I received an automated message back instructing me to upload my insurance information. Having already spent 2 hours and multiple phone calls providing my information to them in July, I was frustrated for several reasons. It appeared that for the last month, they had not been holding up their end of the membership by "working with my insurance to find a rx," simply because they in fact still did not have my insurance information on file somehow. All of this is so odd considering I read it over the phone multiple times as well as uploaded several photos. I have yet to hear back from anyone after using the app and emailing the support team directly (outside of the app). I would simply like a refund and to cancel my membership.

  Business Response

  Date: 09/14/2023

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

• Initial Complaint

  Date:09/01/2023

  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 was interested in losing weight with *******. I did a search for ****** search for "online weight loss with ozempic" and Calibrate was the first company in that search which said "Calibrate Prescribes Ozempic - Virtual GLP-1 Weight Loss Plan joincalibrate.com **************************************************". I signed up for the plan on 4/2/23 and was required to pay $1650. I tried to get a doctor's *********** as soon as possible and couldn't get in till 5/2/23. I was diagnosed with Type 2 Diabetes and told by their doctor that I needed to be on ********. I have been trying since 5/2/23 to get my Mounjaro but each time my insurance denies it because of errors that Calibrate is making. I have called the insurance company numerous times to find out that Calibrate is not completing the Prior Authorizations with my correct information. For example, they submitted one prior auth stating that I was not diabetic which would disqualify me from using a GLP-1 type medication. On the ones where they did sat I was diabetic it said that I had not tried Metformin successfully for 90 days. I am not able to call Calibrate and sent in a chat message stating exactly what my insurance company told me to tell Calibrate - that I was a type 2 diabetic and had previously tried Metformin unsuccessfully for 90 days which I had. I messaged them at least six times and relayed this information. It took weeks to get some generic answer. They got a new app platform on 5/31/23 and I was never able to use the app to track my progress. I have asked for a full refund and they told me no. On 8/21/23, I received an apology email from the founder and CEO, ***************************** which I can forward to you but nothing has gotten better. In the meantime I went to my local family care doctor and he was able to take care of things for me. Calibrate is a fraud and makes big promises but can't deliver. I am seeking a full refund of $1650 due to all the hours spent going back and forth with no resolution.

  Business Response

  Date: 09/13/2023

  Hello, Member Support has worked to resolve this directly with the member and informed them that Calibrate cannot guarantee coverage for any specific medication. When they were informed of insurance coverage, the member did not respond with how to proceed. We are unable to provide a refund at this time. Thank you. 

   

  Customer Answer

  Date: 10/12/2023

  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:

  Hi *****,
  
   
  
  Calibrate Health, Inc. did not resolve the issue and gives a very generic response that does not address all the issues that I had.  I am furious!  I thought I was dealing with a reputable business that stood behind their service but what I learned through my experience and the extensive number of complaints through the BBB and many other review websites is that this company is a scam.  They will quickly take your money from day one and not let you know that you are never actually able to speak with a person who will help you to resolve the issues.  I signed up on April 3, 2023 and was charged immediately.  I had no idea that the process to meet with a medical doctor and a coach would take so long and be so drawn out because they don't have enough staff to meet the demands.  During this time, the company also switched from an online platform to a new fully app based platform that did not work as the main form of communication with the company on May 31st and the issue was left unresolved during June, July, and August.  Also, my insurance company notified me that Calibrate supplied them with differing health diagnoses that were wrong each time they requested a new medication for me.  ********************* stated it was as if they were looking at the wrong patient's chart each time.  It was during that time in May early on in the process that I realized this company was not competent or trustworthy in dealing with my medical health and their responses to my messages took weeks to return and were vague at best.  I am seeking a full refund of $1649.00 for all the trouble and anguish I have gone through with this company.  I don't understand how this company can continue to operate in the medical field, make false claims to insurance companies, and scam their customers.  Also, I have attached the BBB Pattern of Complaint file below which is exactly the time period of my enrollment and is exactly what my complaints are.
  
   
  
  Thanks,
  
   
  
  *********
  
    

   

   

   

  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: 10/18/2023

  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 am seeking a full refund from this company which I have not received.  They claim that member support has worked to resolve this directly with me which they have not.  They couldn't care less about me as a customer once they received my $1649.  I asked my coach several times for a manager to contact me via phone call so I could directly explain all the problems that I experienced.  I really wanted this to work and no one ever called me back.  When I initially signed up, I did so over their website.  I did not know that they would be moving all of their client facing operations to a smartphone app that did not work during June, July, and August.  During this time the app would not work to allow me to meet with my coach, schedule and change appointments, and get my program information.  I was told this was a new platform and was not working properly.  It took months before the president of the company even bothered to send members an email about their ongoing issues.  This all left me with a very bad experience. This company is a joke and I had no idea that a business could get away with what they have gotten away with.  *********** that worked in good faith would provide a refund knowing that their app which is the sole method of dealing with the company was not functioning during the first 3 months of my service.
  

   

   

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

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

• Initial Complaint

  Date:08/31/2023

  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.

  Problems involving the app which is the only way to communicate with the company outside of email but then if you email they reply within the app. The 1st 3 days of my membership the app wasn't working correctly. Per the refund policy of the company I requested a refund within the allotted time for them to honor refund requests but they did not. They just create a smoke screen of communication where nothing gets resolved. I could go on and on about my complaints but all I need to say is I requested a cancellation the same day I purchased a membership (which is well within the time frame they define) and they have not honored my request.

  Business Response

  Date: 09/12/2023

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

• Initial Complaint

  Date:08/31/2023

  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.

  SUMMARY/REVIEW:During the orientation, they provided me with misinformation and misled me into believing that their program would help me achieve my weight loss goals. However, once I signed up and paid in full, their actions were completely different. According to our agreement, the dosage of my medication was supposed to be gradually increased throughout the course of my membership. However, this never happened. Despite numerous emails to their Nurse Practitioner, requesting my dosage to be upgraded as stated in the contract, I have received no response from them. I have been stuck with the same Ozempic 1.0 dosage for over 10 months, which has not helped me achieve the desired results. This breach of contract is unacceptable and has left me feeling cheated and frustrated. To make matters worse, Calibrate Weight Loss has shown a complete lack of communication and has not addressed my concerns. I have made multiple attempts to resolve the issue, but they have been unresponsive. INFORMATION:Date of transition? February 2022 Amount paid? $1,750.00 What business is committed to providing you? Committed to providing me weight loss medication of Ozempic and up the dosage gradually, to reach Ozempic 2.0 the max ****** by months 6 12. This is a 12-month program and the Ozempic dosage starts are ****mg, then 0.5mg, then 1.0mg, and lastly 2.0mg. Calibrate failed to provide the dosage ****** of 2.0mg that I needed. What nature of the dispute? Calibrate didnt meet their contractual obligations with Dosage and I didnt get the full effect of the weight loss I signed up for with the Calibrate program.Whether or not the business has tried to resolve the problem? Calibrate hasnt tried to resolve anything and they are ignoring my emails. I have emailed them several times with no response.

  Business Response

  Date: 09/11/2023

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

• Initial Complaint

  Date:08/30/2023

  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.

  I signed up for Calibrate in April of 2023. They promise was to receive medication within 90 days of the ************************** or a full money back guarantee. My ************************** was on May 17th. Calibrate has collected $824.49 from me so far through Affirm, with another $824.49 due to be collected. They will not answer any of my messages, sent through email, the Calibrate app, and their social media channels. I have no medication and no one will respond to my requests for assistance or to cancel my membership.

  Business Response

  Date: 09/08/2023

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

• Initial Complaint

  Date:08/30/2023

  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 have sent several messages for the past two months which have not been answered regarding reaching support as well as inquiring where the promised and prescribed GLP1s were. After two months of no answers the company replied they are not able to get any glp 1s and if I want a refund to respond to them. I still do not have an acknowledgement from them on this or a refund. I paid over **** up front for services promised and have not received them - per their terms I am eligible for refund but their customer support never gets back to any of our messages.

  Business Response

  Date: 09/11/2023

  This member has been refunded as of 9/5/23, for additional information please review the confirmation email sent to you from ***********************************

  Customer Answer

  Date: 11/07/2023

  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:08/29/2023

  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 the Calibrate program in June 2023. The customer service has been basically non existent and I have asked to cancel my service multiple times. I qualify for the refund/cancellation policy. We received an email from the *** acknowledging several issues that contributed to the unacceptable SLAs and what they were doing to rectify. However, I have seen zero improvement in response times and cant get anyone to respond to cancel and issue a refund.

  Business Response

  Date: 09/08/2023

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

  Customer Answer

  Date: 09/28/2023

  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:

  While I have had some improved response from them in the last month, they have not responded to me in the last 5 days and I have sent 3 subsequent messages to them. 

   

  They have promised the following SLAs in an email from their founder and have not been meeting them since this complaint was closed.

   

  SLAs:

   

  • We will respond to messages about program questions (appointments, billing, labs, technical support, etc.) within two business days. 
  • We will respond to messages about insurance and pharmacy, including medication status, prior authorizations, or moving prescriptions to new pharmacies within three business days. 
  • We will continue to review and respond to 100% of messages to the Medical Team regarding medical issues, such as dosing and side effects, within one business day.

   

   

   

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

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

  Customer Answer

  Date: 10/13/2023

  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:

  While I have had some improved response from them in the last month, they have not been able to resolve my complaint and only respond to BBB with messages like this customer is actively being supported through our messages

  As of yesterday I am now eligible for a refund and have requested to cancel my membership.

   

   

   

   

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

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

  Business Response

  Date: 10/17/2023

  This member has been refunded as of 10/13/23, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:08/29/2023

  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 started the program in March of 2023 and when signing up for the program I was asked to pay in full - I decided to pay monthly through Affirm in the amount of ******. While I was committed to working the Calibrate program, there were multiple failures within their mobile app over the past few months - I was unable to see the required content and there were extended periods of time for resolution of tickets submitted/response time. When I signed up for the program, I could not foresee these issues. I requested to terminate my membership 2 weeks ago. I am requesting a refund for the past three months of service and to stop all future payments to affirm (credit provider) due to Calibrates inability to provide the services rendered. I have attached a copy of the email that was sent to me from their CEO explaining the exact issues I have encountered over the past few months which is the reason I do not want to continue their "Coaching" program even though i decided GLP medications are not for me .

  Business Response

  Date: 09/11/2023

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

• Initial Complaint

  Date:08/29/2023

  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.

  I signed up for Calibrate Health in May for weight loss with the idea that they could get the medication that would help my weight loss goals. They stated it would be no problem getting those medications such as and started paying Affirm $137. I paid 2 payments while being delayed with having the first Appt. with their doctors. My insurance denied the meds they prescribed, and this is when I attempted to cancel. There is no direct communication by phone it is a Chatbot. I attempted to email and could not get help with canceling. I am still receiving emails about upcoming appointments. I am also filling a complaint against Affirm the finance company in a separate complaint. Total paid $274

  Business Response

  Date: 09/11/2023

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