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:08/18/2023

  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 subscribed for ******************* and provided my labs. They confirmed they were correct but never scheduled me for the MD visit. There was no refund available for ******************* when I voiced my concern. **************** is a joke, taking weeks to respond with canned answers .

  Business Response

  Date: 09/08/2023

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

• Initial Complaint

  Date:08/18/2023

  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 started with Calibrate in late March, it took 4 weeks to get an appt with the doctor and I was only given the payment form of an Affirm loan. After the initial doctor tried to submit my medication to the insurance they denied coverage below $1,500. I was told that I am not eligible for a refund and I cancelled the service after many weeks of trying to get a response from the customer "text" chain. I am now being hounded by Affirm for completion of payment on a service I don't even have. They claim they paid out to Calibrate and so I told them that is between them and Calibrate now.

  Business Response

  Date: 09/08/2023

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

• Initial Complaint

  Date:08/18/2023

  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 am no longer able to stay on the drug that my Calibrate doctor prescribed. The only way to contact a doctor is through the app and I havent been able to get a response from the medical team in 8 weeks. As a result, my blood sugar has been up and down, have gained weight and have felt awful at times. I paid for a months supply out of pocket. I am now working with my local pcp to try to figure out where to go from here. Its frustrating that this business isnt delivering on its promises. Wont respond to patients like me who are now suddenly needing some medical help. Calibrate refuses to provide a refund.

  Business Response

  Date: 09/08/2023

  Hello, we see that a Doctor from Calibrate had responded to you regarding next steps on August 30th. If you need to speak with the Doctor, please message back into Support and they will be happy to assist you. Currently we do not have any unanswered or unresolved messages in our system. Thank you. 

  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:
  

  The companys support just closes all tickets so it appears all issues have been resolved. Here is a screenshot of my last interaction with Calibrate - August 3rd. 
  

  We have contacted the Medical Team and they will reach out to you as soon as possible. We apologize for the delay. As always, we are here to support you, and were happy to answer any questions you may have.

   

   

   

   

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

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

  Business Response

  Date: 12/14/2023

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

• Initial Complaint

  Date:08/17/2023

  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 Calibrate in May 2023. Got my blood work done, met with the doctor who prescribe metformin (even though I stated I wasn't comfortable with taking it due to father having bad side effects with it) and a ****1. Only the metformin was ever prescribed and filled by Amazon Pill Pack (but unused by me). The first problem started was their app that continued to tell me to schedule my ************************** and "coaching" session, even after I had both appointments. The "coaching" session was about five to 10 minutes long focusing on drinking water, which was bizarre since this wasn't what I paid $1,649 for. There were no other coaching sessions afterward, even though my coach was supposed to schedule a next appointment. Instead, I continued to get notifications to sign up for my "first" session. Then comes the medicine. Their doctors clearly push metformin since insurance will easily cover this, therefore making it nearly impossible to cancel with a refund since their guidelines state no refund after a prescription, even though this is not the main prescription that they discuss with you. No one is signing up for a weight loss program for the drug (metformin) that has minimal to no effect on weight. They do this because they can't seem to actually prescribe the ****** even if you want to pay out of pocket. I say this because I'm in month three of simply attempting to get them to submit a prescription. I have been attempting to get them to call in the prescription since June 13th and I kept getting the run around. Then finally told they would escalate to have a prescription called in. This was on July 24th. As of August 17th, this has yet to happen. Screenshots are attached. At one point, I asked for a cancellation and refund, and they refused the refund even though they are not doing what they offer.

  Business Response

  Date: 09/08/2023

  Member was informed on of their options on 8/2, including;

  "If you wish to leave the Metabolic Reset program at this time, we can offer you a refund (less the $250 doctor *********** fee) per the terms of our refund policy."

  We asked that the Member let us know which option she would like, but received no response. Please reach out directly through our Support Channels, and let us know if you would like this in policy refund. 

   

   

• Initial Complaint

  Date:08/17/2023

  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 joined Calibrate in March of 2023. I done a soon with 1 provider and 1 coaching session. I never received a prescription for a GLP-1 medication and have tried to cancel and receive a refund since May due to lack of communication. Im note being told I dont qualify for a refund. They are saying Im in a masters program when Ive not completed the initial program. Im still being billed monthly by Affirm. I left a message with Calibrate at the phone # listed but theres no live person, you can only leave a message.

  Customer Answer

  Date: 08/18/2023

  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:08/17/2023

  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 with calibrate on March 18, 2023. I decided to join their program based on guarantees to get you access to weight loss drugs within 30 days and secure your prescription for $50 or less a month through their insurance professionals. I did not have access to the medication until late July of 2023 and for a copay over $1600. No one from calibrate has been in contact with me about these issues. I have asked since July 17, 2023 (when I was made aware of the $1600 copay through the pharmacy) to cancel my membership and receive a refund for failure to meet their guarantees. Although the send confirmation of receiving my messages, they do not respond with information or action.

  Business Response

  Date: 09/08/2023

  Hello. A Refund was processed on August 23,2023. Thank you. 

• Initial Complaint

  Date:08/17/2023

  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 Master's Program on July 25th. After lack of contact and app difficulties I requested a refund and a withdrawal from the program on July 28th. I have sent two messages through the app per their request, the first on July 28th the second one on August 5, 2023. To the first message I received a confirmation of receipt of the email, but no indication that my membership was canceled or refunded. Additionally, I have an open Affirm loan for the total of the program ($450.00, of which my first payment is due on August 28, 2023). I have received no contact from this company from the day I signed up to this day with the exception of an automated message acknowledging that I emailed them on 7/28/2023. I am requesting a withdrawal. My request was made within the appropriate time frame, and they are simply unable to handle customer concerns at this time.

  Business Response

  Date: 09/08/2023

  Hello, thank you for reaching out. As shared in our recent correspondence with you, Masters Programs are non-refundable. Customer Support has reached out regarding the steps needed to be taken in order to proceed in the program. If you wish to exit the program, please let them know and they can cancel the current Masters Program. Thank you. 

• Initial Complaint

  Date:08/15/2023

  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 was enrolled in the regular 1 year program. They were unable to provide the services promised, including the medication. They refunded that portion of the program. While they were still processing the refund, I asked if I was allowed to sign up for the master's program. Since Calibrate support takes FOREVER to respond to inquiries, I decided to try and sign up for it myself and see if it would let me. It let me sign up, but then I received a message saying that I wasn't allowed to participate in the program since I didn't finish out the regular year-long program...which is fine and understandable. But then they now will not refund what I paid for the Master's program even though I'm not receiving the services because I wasn't allowed to sign up for it in the first place. So they're essentially stealing from me because they are taking money monthly through Affirm for a service that they are not providing and do not plan to provide. Truly unbelievable and unacceptable.

  Business Response

  Date: 09/08/2023

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

• Initial Complaint

  Date:08/14/2023

  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 curious about using a blood glucose monitor as a non- diabetic to monitor blood glucose spikes in order to help with weight loss. I was reading about calibrate when I filled out some info that was required for obtaining information and all if a sudden I was signed up for a loan I didnt need and charged for a full year $1369 of cibrate. Furthermore, I could not get the website to work nor was there any Phone number or email. I complained to Affirm and all but $200 was taken off the bill. Still seems like a scam from both companies. I have never refuted a bill just to get a partial refund when no services were rendered and everyone refused to talk to me!!! I did not get full recourse and am considering court or a class action suit on this. Clearly a scam.

  Business Response

  Date: 10/10/2023

  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 full refund. *************************************************************************

  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:

  The company did not provide any services at all nor allowed me to speak with them. Your company authorized this payment and promised to resolve my issue. If this were my credit card, they would fully refund me and pull back the payment made to the company. That is standard practice. Your credit company is not providing standard practice on refunds and complaints as other companies would do. Why would I ever use your company again if my credit card provides better service? Why would you ally yourselves with a company that proven poor business practices? This makes no sense given what your company already knows from the long history of complaints other than mine that Calibrate is not conforming with minimum standard business practices. In this way you are in collaboration with Calibrate making your company as bad as them in the exercise of poor customer service and even worse business practices. I  cannot tolerate this lack of interest in what is fair and standard. 

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 10/31/2023

  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 of the $200 fee. 

• Initial Complaint

  Date:08/14/2023

  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 Calibrate in April 2023. As of today, they have not been able to prescribe a low-cost ***** medication, as per the program advertisements. I have sent multiple messages via the app and email, I have not received a response in over a month!! The refund policy states that if they are not able to find a low cost option, that I am eligible for a full refund, less the $250 fee for the doctors visit. I want my refund as per the policy, but no one responds to my online messages or the phone messages. I was even assigned a "dedicated" representative who would assure every thing was resolved, she evaporated after 2 weeks... I just want a refund and to walk away.

  Business Response

  Date: 09/06/2023

  Member was assisted by a member of the Member Success Team already. For further assistance, please continue to reach out directly through our Support Channels. 

  Customer Answer

  Date: 09/11/2023

  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 have not received any prescription information nor been contacted by their provider.  I was sent a message two weeks ago that this had been resolved, to date nothing has changed since my original complaint
  

   

   

   

   

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

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

  Business Response

  Date: 09/28/2023

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