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Business Profile

Weight Loss

Calibrate Health, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Weight Loss.

Complaints

Customer Complaints Summary

  • 1,059 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/14/2023

    Type:Product Issues
    Status:
    Answered
    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 entitled to a refund because I didn't lose 10% of my body weight despite attending all the coaching sessions and following the "pillars" of the program. I have received no response to my request for a refund.

    Business Response

    Date: 09/06/2023

    This member has been refunded as of 8/29, for additional information please review the confirmation email sent to you from ***********************************

  • Initial Complaint

    Date:08/14/2023

    Type:Product Issues
    Status:
    Answered
    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 severe times for my membership to be cancelled and refunded and no one will get back to. Me. I found out after I signed up the the cost does not include labs and prescriptions which I cannot afford. I need this fixed! I need them to end my membership, and refund the money.

    Business Response

    Date: 09/06/2023

    This member has been refunded as of 8/28/23, for additional information please review the confirmation email sent to you from ***********************************

  • Initial Complaint

    Date:08/14/2023

    Type:Billing Issues
    Status:
    Resolved
    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 6/27/2023 I signed up for calibrate. They offered two ways to pay, either all at once or monthly, without clearly detailing that you could only pay using a Health ************ Account if you paid all at once. I have tried for weeks to contact their support folks via the in-app messaging - which is the ONLY means for reaching anyone available - to switch the monthly payment type to payment in full (since the affirm company they outsource payment through doesn't accept the **** Mastercard Debitcard (despite saying it only takes debitcards at the point of credit card entry). However, they just don't respond to messages sent via their messaging app. I've sent them messages every day or two for weeks, with no response. After this experience of receiving zero support or communication, I googled their company, learned that this is a problem many customers have faced, and that they provide little or no support. I also learned that the only effective means for getting support was to file a claim with the BBB. For this reason, and because I no longer wish to use the services of a company that doesn't provide support, I wish to cancel my account. I've messaged them in-app to tell them that, but naturally nobody had responded. While I have not made any payments yet, I do have Affirm, their payments provider, sending me emails and threatening me almost daily to send a collections agency after me, despite advising them that I have canceled my relationship with this company. They insist that Calibrate support must initiate a cancellation before they release me from the obligation. I am at my rope's end with these folks and don't know what else I can do. Please help me cancel this membership and remove my payment obligation. This should not be so difficult.

    Business Response

    Date: 09/06/2023

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

    Customer Answer

    Date: 09/25/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. While it took many weeks, much communication and ultimately a demand letter directly to the *** of the company, that final step was promptly attended to and all outstanding issues were resolved immediately as of last week.  With this action of reversing my financial obligations to Affirm and deleting the additional accounts I was asked to create, I find that this resolution (allowing me to pay directly for an entire year using my HSA card) is satisfactory to me and the matter has been resolved between the parties.

    Thank you for your help in tracking and bringing this issue to resolution.

    Sincerely,

    *******************



     


  • Initial Complaint

    Date:08/14/2023

    Type:Product Issues
    Status:
    Answered
    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 Health Weight Loss program on April 28th, 2023 and financed the entire $1,649 through Affirm. I had my labs taken and met with a Calibrate physician June 1. He said I qualified for the program and I should be able to have my insurance cover my medication.To date, I have received denial letters for the 1x weekly of Ozempic or any other 1x weekly, second generation GLP-1 type drug. Calibrate sent me a message saying they were going to try and get me approved for *******. ******* is first generation GLP-1 drug that requires a daily shot (something I did not sign for nor disclosed to me as an option). There are also verified studies from Novo Nordisk, the manufacturer of Saxenda, that the average best weight loss from Saxenda is only 6% of body weight. This is comparable to other drugs on the market that do not require a membership through Calibrate, and far below the 15% that Calibrate advertises.I have also requested copies of my labs since my meeting with the physician and they have yet to shared or uploaded to the portal.Calibrate is completely unresponsive to numerous emails requesting labs and an update on any options outside of ******* *hat do not require a daily shot.Calibrate has a refund policy that states that within 90 days, if a they cannot get a GLP-1 type drug that will guarantee the 15% body weight loss, refunds, less $250 will be processed and memberships cancelled.I have sent Calibrate messages through their app to this effect, asking to cancel my membership, refund monies paid > $250 back to Affirm, with no response. The app is also the only way to communicate with Calibrate. Unfortunately, after reading the plethora of complaints on the BBB site, it seems my only option for resolution is to file a formal complaint.Thank you for your assistance in this matter.Signed,******************

    Business Response

    Date: 09/06/2023

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

  • Initial Complaint

    Date:08/14/2023

    Type:Order Issues
    Status:
    Answered
    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 on 5 Jun 23 and paid through Affirm I submitted required labs, met with the doctor and established regular required coaching sessions. To date I have received no response on my request for a status of the prescribed medication. I have followed all requirements and have been ghosted by this company. The only interaction and communication is with the assigned coach which cant help me with any other areas. They received my money and I have not received the advertised program support. Communication is non-existent.

    Business Response

    Date: 09/06/2023

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

  • Initial Complaint

    Date:08/14/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 paid for a $450 annual subscription to the Calibrate Masters program on July 18, 2023. This subscription is strictly for a medicine-based weight loss program. Given some very unpleasant medical side effects and also my general practitioner's concerns, I cannot participate in this program. Additionally, the medicine that Calibrate prescribes is not even available until at least the fall, per my pharmacy. This is a renewal to my current subscription and the $450 annual subscription was being paid ahead before my current subscription ended. I notified Calibrate on multiple occassions on the app and via the Calibrate official email address that this subscription needs to be cancelled before it starts. Outreach was on 7/26/2023 (app), 8/2/2023 (email), 8/2/2023 (app message) and 8/5/2023 (app message). The customer phone line hangs up after ringing for awhile. There has been ZERO reply or response from the company. They have scammed me for $450 for a subscription that has not been used. There has been no service provided by Calibrate, as they are completely unreachable. It's scary that this is a medical company and they cannot be contacted.

    Business Response

    Date: 09/06/2023

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

  • Initial Complaint

    Date:08/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 signed up for calibrate to lose weight. I thought the money back guarantee was what made me feel comfortable signing up. I have been working with my current *** ***** my issues. So I thought didnt hurt to sign up if I was able to cancel if I did not need to use program. ***** discussing the program with my *** ***** I signed up. My *** ******* against and we are trying some other options. I also found out my insurance will not cover and I have a high deductible. I have been reaching out to them about this using email. Calling and leaving messages to calm me back to resolve. I have heard nothing back. I want to send back starter kit I have not opened also have not even gotten bloodwork or anything that is required to even move forward with program. I just want to cancel and be refunded.

    Business Response

    Date: 09/11/2023

    This member has been refunded as of 8/17/23, for additional information please review the confirmation email sent to you from ***********************************

  • Initial Complaint

    Date:08/11/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 their membership. I have emailed them repeatedly to cancel my membership. I have not been contacted or been in contacted by anyone from this company. I sent the first emailed within 24 hours of signing up. I expect a full refund of the money that was billed to my Affirm account. I have also reached out to Affirm and let them know that I will disputing any charges through this business as they have not fulfilled any of their duties.

    Customer Answer

    Date: 09/04/2023

    Better Business Bureau:

    At this time, I have not been contacted by Calibrate Health, Inc. regarding complaint ID ********.

    Sincerely,

    *******************************

    Business Response

    Date: 09/08/2023

    This member has been refunded as of 8/25/2023, for additional information please review the confirmation email sent to you from ***********************************

  • Initial Complaint

    Date:08/11/2023

    Type:Product Issues
    Status:
    Answered
    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 out of meds for almost a month now. There is no contact number. They will eventually send in the prescription but will not complete the authorization form so the pharmacy will not fill it. It takes several days to get a response. My last inquiry was sent on 8/2, this is 8/11 and I still have not gotten a response nor any medication. The fastest response I get from the company is the money transaction for ******************* and then crickets. They need to deliver or provide a refund.

    Business Response

    Date: 09/11/2023

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

  • Initial Complaint

    Date:08/10/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 a Calibrate account on 8/3 and paid using Affirm. I sent a request within 12 hours through their app asking to cancel my membership and receive a refund per their 72 hour refund policy. I have sent several messages through the app, called their line and left a voicemail, and have emailed their customer support email and have yet to have my account cancelled or have my refund processed. The only response I received was them asking why I was cancelling.

    Business Response

    Date: 08/22/2023

    This member has been refunded as of 8/10/2023, for additional information please review the confirmation email sent to you from ***********************************

Calibrate Health, Inc. is NOT a BBB Accredited Business.

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