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:08/28/2023

  Type:Delivery 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 approximately May 21, 2023. I believe I paid $1749.00. I was to be put on Metformin within 2 weeks, but never received this. No matter how many times I messaged them about the Metformin, I only received canned responses. They were to try to put me on Wegovy or a similar prescription drug. I only received 2 negative responses from my insurance, so they didn't even try to have all drugs approved. I have been asking to have my money refunded since July 29th, but they said I had to give them 90 days to try to get these prescriptions. That date was 8/21/2023. I have no faith that I will receive my refund as all messages just get canned responses. The lack of communication is unbelievable. They do not respond or resolve any complaints. For my money, I received one zoom call with a physician and two zoom calls with a coach.

  Business Response

  Date: 09/08/2023

  Member is not refund eligible at this time and is actively being assisted in Support. For further assistance, please continue to reach out directly through our Support Channels. 

• Initial Complaint

  Date:08/28/2023

  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 started the Calibrate health program to access the medications they suggest for weight loss. They assure you they will work with your insurance and find a way to get a prescription for these medications for no more than $25.00 a month. If they can't, you can ask for a refund. They have not been able to have my insurance company agree to pay for any of these medications, so per their own refund policy, I am able to request a refund after 90 days. It's been 90 days and I want my money back. They have not responded to any of my requests or emails.

  Business Response

  Date: 09/08/2023

  This member has been refunded as of 8/6, for additional information please review the confirmation email sent to you 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]T

  I HAVE NOT received ANY of my money back from Calibrate. They state I received a refund on 8/6, however, they didn't respond to my email until 9/6. I have attached a photo of their email to me from that date. I just want my refund back that they assured me they would send. 

   

   

   

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

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

  Business Response

  Date: 11/07/2023

  This member has been refunded as of 9/28/2023, for additional information please review the confirmation email sent to you from ***********************************

  Customer Answer

  Date: 11/09/2023

  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:08/28/2023

  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 have tried to cancel my membership 8/2023, and refunded based on their advertised promise after being denied service. No one will respond to my emails - or app messages. This is a complete SCAM!!!! RUN!!!

  Business Response

  Date: 09/08/2023

  This member has been refunded as of 8/31/23, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:08/28/2023

  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 is a weight loss program that prescribes medication to support healthy metabolism.As the end of my first year subscription approached, I began to receive emails and other correspondents about the Calibrate Masters program, which is a continuation beyond the initial first year. ******************* offers different levels of access. I selected the medical access only option, since I feel confident in my weight loss knowledge and personal determination but did still need access to my medication. The selected program cost $450. Shortly after renewing my annual subscription, I contacted Calibrate to remind them that my annual prescription was in need of refills and asking the process to schedule my next doctor's visit. It was not until this time-- AFTER paying for the annual subscription-- that I was told by the Calibrate team that they did not plan on renewing my prescription. Obviously, I wouldn't have renewed the program if I had known I would not be prescribed an ongoing maintenance prescription. I requested a refund for the subscription. I contacted the Calibrate team portal three times before finally getting a response, only to receive a generic message about their "no refund" policy. I requested the opportunity to speak with a supervisor, and again received a generic message that their leadership supports the no refund policy and was declined any ability to discuss my specific case. Calibrate allowed me to renew my subscription (with selected plan exclusively for ongoing medical coverage), knowing that they did not plan to provide a continuing Rx, and are now refusing to provide a refund for unused services. This is a clear act of bad faith and truly a dishonest/ distasteful business practice.

  Business Response

  Date: 09/08/2023

  Per our refund policy, which was consented upon joining you would not be eligible for a refund as our Masters Program's are non-refundable. This information is also available on our website's FAQ PAGE  which is available for any person prior to joining to see regardless of current membership status. 

   

  Member was informed of this and exited from the program, as requested. 

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

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

   

  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]

   As previously stated, I did review the refund policy prior to purchase. However, there was no reasonable consumer expectation that I would not receive an ongoing prescription for my chronic medical condition for that I would not be provided the services I had purchased. If I had been appropriately informed that my medication prescription would not be renewed, I would certainly not have paid renew my membership.

   Calibrate:

  1) offered a medication-only renewal subscription

  2) allowed me to purchase this option 

  3) knew that they were not planning to renew my prescription

  4) and did not inform me of this critical information until after receiving payment for the subscription renewal

   

  This business practice is intentionally misleading and willfully fraudulent. Calibrate is acting in bad faith, which is an illegal and highly unethical business practice.

  I am not satisfied with this response.

   

   

   

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

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

  Business Response

  Date: 12/14/2023

  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. *************************************************************************
  
  

• Initial Complaint

  Date:08/28/2023

  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 renewed for a masters membership even though I had issues with the app. During the time I could go to the website when the app didn't work. I've been trying to use the app and contact for support, appts, etc. The app is just awful now. I'd like to be able to manage my account, physician communication, by a method that works or get a refund. I've tried the recommended methods (uninstalled app, etc.)

  Business Response

  Date: 09/08/2023

  This member was able to get into the app and is actively being assisted in Support. For further assistance, please continue to reach out directly through our Support Channels. 

  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:

  [The app does not work properly and having to uninstall it/reinstall every day is not a fix.  The response times are not acceptable and Ive yet had the ability to speak with a provider or use the app for months.

   

   

   

   

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

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

  Business Response

  Date: 12/13/2023

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

• Initial Complaint

  Date:08/25/2023

  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 program in April and received the first month of medication. They insurance policy changed and they no longer cover any weight loss medication. I was offered a refund by support on Aug 17, 2023. They said they forwarded my request to the department handling those requests. I have not heard from them and they continue to bill me. I would like a refund as promised.

  Business Response

  Date: 09/08/2023

  This member has been refunded as of 8/30/2023, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:08/24/2023

  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.

  Calibrate is making it impossible to cancel and get my refund. I joined back in April and took calibrate over 90 days to send any prescriptions to my insurance. After they sent a prescription my insurance denied it and every other prescription after that. I sent a message to calibrate requesting to cancel on 8/4 since no medication has been approved. On 8/7 calibrate emailed me saying medication was approved, a medication my insurance does not cover. I reached out to calibrate to confirm the information was correct and did not hear back. I called the pharmacy who told me my insurance will not cover the medication. I followed back up with calibrate telling them they were wrong the mediation was not covered . They came back that night asking if I was sure it wasn't a deductible ( it wasn't ) then they said ok they will notify cancellation department. My original request to cancel was closed . I opened a new one 8/15 and still haven't heard back

  Customer Answer

  Date: 09/07/2023

  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. As of 9/6 I have finally been refunded and calibrate confirmed cancellation of my membership 
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/24/2023

  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.

  Calibrate Medical makes a point of laying out specific terms for refund, that they stick to very closely. Unfortunately, my specific situation was not directly outlined in the terms and they say I do not qualify for a refund. However, I do not believe they have delivered key components of their program, and they should consider their own deficiency as a reason that qualifies someone for a refund. If I do not receive the promised services or have the ability to use the app, as promised, for an extended period of time then I am not sure what I am paying for in the first place. ISSUE #1: One full month for a satisfactory response to scheduling issues with the app. Between 6/21 and 7/19 there was no communication about how to schedule my next coaching sessions (after the first one)...which is a core part of the program. ISSUE #2: Had a coaching session on 6/21 where I was given the goal to track my water in the app. By 6/29 I lost the ability to track water, so unable to track one of my goals...this has still not been resolved. Tracking in the app is a core component of the program. ISSUE #3: With the update of the app in June, I lost access to the training and content for the program. This wasn't resolved until August. This content/education along witht the coaching is a core component of the program. ISSUE #4: Lastly, they say they will work with your insurance to get your prescription approved if they can. Instead of working with my insurace, I belived they used a manufacturer coupon to get the first dose paid for. Now that I am due for a refill, we have to start the prior approval process (instead of starting it from the beginning). My insurance is willing to work with them, but they have not responded to the insurance company since 8/11. My insurance company is unable to reach a human being on the phone to resolve the issue. Now I haven't received medication for 3 weeks, which is a serious disruption.

  Business Response

  Date: 09/13/2023

  Hello, thank you for your feedback. The Calibrate Member Success Team will follow up with you directly. For additional support please email ************************************

• Initial Complaint

  Date:08/23/2023

  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.

  Calibrate Health guarantees that their customers lose 10% of their body weight. They go so far as to say that most lose 15%. I joined in March 2023, but was not given a video visit from a doctor until June. The doctor prescribed ***** medication as promised, however, my insurance has repeatedly refused to cover these meds. Calibrate also promises to work with your insurance until they can get the medication approved AND under $25.00 per month. Neither of these things happened. Calibrates app (which they require you to use) is constantly being updated and still never works correctly or has the logs Calibrate requires you to complete daily. The customer support takes at least a week to contact you after you send a message. I personally have not lost any weight, even though I have diligently followed what guidance is provided. All guidelines are via text documents embedded into the app. Councilors simply repeat the same information in the documents, when you do see them every 2 weeks for a 15 minute session, with nothing original tailored to my individual circumstances. Ive only had 3 counseling sessions in my 5 month membership.

  Business Response

  Date: 09/13/2023

  Hello, thank you for your feedback. The Calibrate Support Team is working to resolve this with the member directly. For additional support please email ***********************************

• Initial Complaint

  Date:08/23/2023

  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 cancelled this program in July and still have not received a refund. They said by end of day august 22nd and nothing. They lie continuously to you and customers.

  Business Response

  Date: 09/11/2023

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

  Customer Answer

  Date: 09/19/2023

  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]

  It is resolved because I had to dispute the charge with my credit card.  But this company is still lying to the BBB.  I want a bad **** on their record to notify others of the thieves that they are. 

   

   

   

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

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