Weight Loss
Calibrate Health, Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 1,062 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:08/23/2023
Type:Customer Service IssuesStatus: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.
The Calibrate team failed to provide the approved Prior Authorization for my medication to my pharmacy on 8/4/23. I cannot get my medication filled until my pharmacy receives the ** from Calibrate.I have messaged the Calibrate customer service/support team many times since 8/7/23 and have received ZERO response. There is no other way to contact the company.I have several months left of my prepaid membership, but I am getting no membership benefits while my prescription is in limbo due to Calibrate's negligence.Customer Answer
Date: 09/06/2023
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:08/23/2023
Type:Product IssuesStatus: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 has a 10% weight loss guarantee for their program or money back. They are not standing behind this guarantee my weight has remained unchanged over the course of a year with their program. Additionally I have received an email from their ceo describing the company's commitment to communications with customers that they are not standing behind. When I've contacted them in regards to assistance responses take 5 days + in some cases it took as long 10 days to get a response.Business Response
Date: 09/13/2023
Hello, thank you for your feedback. Support has resolved this request with the member directly and a refund was processed. For additional support, please email ***********************************.Customer Answer
Date: 09/21/2023
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:08/22/2023
Type:Service or Repair IssuesStatus: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.
Hello, I joined Calibrate in April of 2023 as part of my wellness and health goals. When I joined I reviewed their refund policy which states that if they are unable to secure me a GLP1 medication option within 90 days of joining that I am eligible for a partial refund. I was in compliance with the program in the other areas as part of their program commitment- attending coaching sessions, reading and logging/tracking. At the 90 day **** I reached out to their support regarding medication and was told to be patient that sometimes there are issues. I reached out again at the 5 month ****. I have a dozen emails where I attempted to get assistance and expressed frustration. I have repeatedly asked for my partial refund and to be dropped from the program. They continue to talk in circles with me. I have an email that states in writing that I am eligible for the refund and yet have yet to receive one. This program is deceptive and extremely difficult to navigate. When you attempt to contact them through the website, it directs you to the app. The app is disfunctional and doesnt work and it takes weeks for a response from them. All I want is my partial refund and to stop the program.Business Response
Date: 09/13/2023
Hello, thank you for your feedback. Support has resolved this request with the member directly and a refund was processed. For additional support, please email ***********************************.Customer Answer
Date: 09/23/2023
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:08/22/2023
Type:Customer Service IssuesStatus: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.
After many attempts to cancel my account I have been unsuccessful. **************** is incredibly difficult to get in contact with and when they do respond they offer no assistance to correct the problems. I havent been able to get my medication and the medication they offer is approximately $4000.00. This company continues to charge my bank account and will not cease to do so even though I have requested to cancel numerous times. They arent holding up their end of their terms and conditions. This company is a scam and I do not recommend anyone to ever use them.Business Response
Date: 09/13/2023
Hellom our records show a refund was submitted and processed on August 29th. Thank you.Initial Complaint
Date:08/22/2023
Type:Product IssuesStatus: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 health in March 2023. I signed up to pay $131.17 a month for 12 mths paid thru affirm (offered by calibrate on their website). I have made 6 payments. On their website the first thing Calibrate Health mentions is the ****1 medication, then coaching and then other resources. We specialize in weight loss with ****1s, driving better results their site says. They say Our Insurance Navigation Team has helped thousands of members access affordable ****1s. Made up of pharmacy and benefits experts, they support you by: Communicating with your insurance for you You have the best chance at getting ****1 access with Calibrate, and if we can't help you, you're eligible for a refund (see terms). They say they navigate insurance on your behalf. Yet when my insurance contacted them for prior authorization and they wouldnt reply to my insurance. I was told through their support messages their doctors dont contact your insurance. Now the medication is not available and even if it was they wont contact my insurance. So I am paying for a service that I am not fully receiving. Their site says in the unlikely scenario that there is no path to a low-cost ****1 for you, you will be eligible for a refund (less a $250 fee for the initial doctor's ************* But yet I have asked for a refund for the remaining 6 months on my subscription (Sept-March) and no one is replying. Their ceo sent out an email today stating there is a medication shortage. I signed up to receive the medication not a support group. I have asked for a refund for the final 6 months of my subscription but no one replys. I have contacted them through their app messaging and by emailing ***************************************** (which is the email to cancel your membership)& *********************************** If they cant fulfill their part then they should let me cancel my subscription with a refund for the upcoming 6 mths because they wont contact my insurance and the medication is not available.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:08/21/2023
Type:Service or Repair IssuesStatus: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. Things started out ****** They asked for my insurance card, which was rejected. They said the number was incorrect, (it was not). I sent it again, (but it was the old one). Some how, THAT one was accepted. They sent the lab slip, I asked for a copy 3 times. They said my insurance did not need to be pre approved. I sent them a message on August 3, to cancel, then on the 8. On the 18th, they got back to me, telling me I owe over $1600.00 for services I will not be utilizing. This sends like a terrible business practice.Business Response
Date: 09/13/2023
Hello, thank you for reaching out about your refund request. Our refund policy states,
"If you want to cancel more than 72 hours of your purchase, but before your initial doctor *********** and in any event not later than 45 days after your purchase, you may request a refund for the amount you paid, less a $200 fee to cover your account set up and our initial clinical coordination activities. If you fail to attend your initial doctor *********** within 45 days of your purchase, you are not *********** a refund."
At this time since you requested a refund after 45 days of sign up, you are not eligible for a refund. Please let us know if you wish to continue in the progra. We have been waiting on lab results and have not been able to move forward due to this. If you have any questions regarding next steps or how to proceed in the program, please let us know by reaching out to Support directly in the app.
Initial Complaint
Date:08/21/2023
Type:Product IssuesStatus: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 singed up for Calibrate in late December, 2022. I sent messages about getting my labs ordered but they didn't communicate. I finally just went into a lab and found out that orders had been placed but not communicated to me. I paid for the labs. I finally was able to schedule a visit with a doctor. The visit was very short (online). I got notified I was given a prescription and it had been approved by my insurance in June, 2023. When the pharmacy reached out they advised it was not approved by my insurance. I sent messages to Calibrate. They finally responded that they were working and would get back to me. I've sent numerous messages about it since and still have not heard a response. That was on July 1, 2023. Still nothing. I was unable to schedule a coaching session due to a "technical issue" and were working on it and would get back to me. That was June 20, 2023. I am still not able to schedule an appointment with the coach. I have sent multiple requests for a refund as they have failed to provide the services advertised. It is now August 19, 2023 and no resolution.I am requesting a full refund of $1499.Business Response
Date: 09/13/2023
Hello, Support has received your request for a refund and is reviewing eligibility. Thank you for your patience.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:This wasnt a response but rather lets check. Months old. I did receive a partial refund. This is a horrible company that takes money, doesnt provide services they promise, ignore requests and only issue partial refunds. Its a scam!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Customer Answer
Date: 01/02/2024
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 only provided a partial refund, not a full refund so their response is misleading and displays the unscrupulous business practices. They prey on consumers and as obvious from their lack of and very delayed responses, they jerk around customers.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *******
Business Response
Date: 01/24/2024
As mentioned in our terms and conditions, we have ended your program and refunded you the cost of your Metabolic Reset, less the $250 cost of your Metabolic Health Assessment. (See terms here: *************************************************************Initial Complaint
Date:08/21/2023
Type:Service or Repair IssuesStatus: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.
Purchased subscription June 8, 2023 for $1749.Requirement to start program is to get labs done. Asked calibrate where labs needed to be collected. No response until July 5.Labs were done and sent to Calibrate just a few days later. Calibrate notes receiving the results July 20, but as of August 20 has not processed these labs.The whole program is based on a 1 year subscription and guarantee. They are blocking me from starting the program and are unresponsive. After seeing extensive comments about their widely questioned poor business practices, I am confident in pursuing a refund. This is a health based program, their lack of responsiveness puts my health are risk.Business Response
Date: 09/12/2023
This member is actively being assisted in Support. For further assistance, please continue to reach out directly through our Support Channels.Customer Answer
Date: 09/21/2023
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 support offered by the business is not timely nor effective. I'm no longer interested in waiting for weeks at a time for a response from this business who is supposed to be offering ongoing and timely coaching for wellness.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** *********
Business Response
Date: 10/31/2023
This member is actively being assisted in Support and we do not see responses from member. For further assistance please continue to reach out directly through our Support Channels.Customer Answer
Date: 11/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint is no longer relevant because I am not being "supported" by this company, I've canceled services, and I have no desire to have any other interactions with this company - they've wasted enough of my time.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** *********
Initial Complaint
Date:08/21/2023
Type:Service or Repair IssuesStatus: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 asked for a refund since the third week in July. The first time they told me that it accidentally hadnt been processed. That was on August 1st, they then said it was processed and would take 10 business days. That has since past, when I reached out to find out where my refund was they said it was a payment processor issue and they would let me know when it was fixed. They need to issue my refund, Ive been asking for almost a month now, theyre holding up funds on my FSA debit card that are rightfully mine. They couldnt fulfill the promise then made of the medications and asked if I wanted a refund.Business Response
Date: 09/12/2023
This member has been refunded as of 8/23/2023, for additional information please review the confirmation email sent to you from ***********************************Customer Answer
Date: 09/28/2023
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:08/18/2023
Type:Customer Service IssuesStatus: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 paid Calibrate over $1000 for regular checkins, use of their app, medical support and prescription approval.The app stopped working properly 2 months ago. I requested to change my appointments and didn't get a response for a while on how to do that since the app wasn't showing my appointments for check ins.And most importantly, I am no longer approved for my medication because Calibrate forgot to renew and hasn't authorized my prescription. They have been ignoring my request for a prior authorization since July 30th. My insurance has been contacting them since July as well. I am now going without my medications, and this company has gotten $1236 from me and only did my labs once in December 2022 and only did 1 virtual doctors appointment with me around the same time. Since then it's just been a health coach whom I couldn't connect with until the app was fixed and no meds. I want them to give my money back.Business Response
Date: 09/11/2023
This member has already been assisted by Support. For further assistance, please continue to reach out directly through our Support Channels.
Calibrate Health, Inc. is NOT a BBB Accredited Business.
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