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:01/24/2024

  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.

  Calibrate has failed to secure access to GLP-1 medication for $25 or less per month. ON Jan. 17th, they confirmed I would be refunded because they failed to provide affordable access to a GLP-1 medication. They said I would receive an email confirming my refund and program cancelation. I have yet to receive such an email and have not been refunded for my initial purchase. Calibrate's lack of responsiveness and timeliness is infuriating.

  Business Response

  Date: 01/24/2024

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

• Initial Complaint

  Date:01/18/2024

  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'm extremely disappointed and frustrated with this company. The customer service is horrid. I switched insurance companies at the first of the year, and my new company covers Zepbound. I spoke with my doctor at Calibrate and we both agreed she would submit the authorization for Zepbound to the new company. However, the support team that actually handles this has sent over two different drugs for approval, even though I already explained to them about my Zepbound coverage. The drugs they are sending to be covered are for diabetic patients only, not weight loss patients. I have exchanged messages with them about switching to Zepbound 5 times now (January 4th, 5th, 9th, 10th, and 12th). According to my prescription benefit company, they submitted approval for Trulicity, NOT ZEPBOUND, on 1/16/2024 (after 5 emails about Zepbound) and then they had earlier submitted for Mounjaro approval on 1/10/2024 (after 3 or 4 email exchanges about Zepbound.) They take days to respond to simple requests, have only one way to contact them about anything, and refuse to answer any questions about why they have not requested Zepbound. Two different responses, one from the medical team and one from the support team, have told me the prior authorization request was submitted for Zepbound, but they're clearly not telling the truth. I want my money back for this program.

  Business Response

  Date: 01/18/2024

  While we're unable to provide a refund at this time (see terms here: *************************************************************************) this member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.

  Customer Answer

  Date: 01/31/2024

  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:

  They've not addressed any of my issues except for finally getting the prescription (which they took so much time to do I had to drop down a dose.) The customer service is horrible, they won't answer or respond to any of my questions about why this happened or that it won't happen again. This is a joke of a response. 

   

   

   

   

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

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

  Customer Answer

  Date: 03/22/2024

  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:

  [Your Answer Here]

  Their response is entirely inaccurate. The delay in receiving my medication was not due to an external cause. It was due to them not submitting a prior authorization for WEEKS for the medication I had already informed them I knew was covered. Despite my complaints through your support channels you continued to submit the wrong medication FOUR TIMES for prior authorization. That is not external, that is 100% your fault. And when I complained I was lied to and told that the proper documentation had been submitted only to find out over and over again it hadnt. You are the worst company Ive ever dealt with and I want a refund.  Your ethics are disgusting  you lie, and youre support channels are a joke  

   

   

   

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

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

  Business Response

  Date: 04/03/2024

  Please reach out to Calibrate Support should you have further questions regarding this request. Due to HIPAA, we are unable to discuss medication concerns publicly. Our refund policy, that is agreed to upon signing up for our programs, can be reviewed here: *******************************************************************************;

• Initial Complaint

  Date:01/17/2024

  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.

  Calibrate failed to provide a GPL1 medication within 90 days after seeing their doctor. I continue to billed $145.75 monthly even after 30 days of requesting a cancelation and refund of my money. I started the program in August and have not received anything that was promised. They only respond with a generic email saying we have received your request to cancel, however continue to bill me.

  Business Response

  Date: 01/18/2024

  This member has been refunded as of 01/16/2024, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:01/12/2024

  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 joined calibrate and was paying monthly through affirm. Calibrate canceled two appointments initially. I received two dosages of medication, Ozempic with the dosages and allotment. After that no prescriptions were being filled and no emails from me answered for days and then calibrate would answer that the prescription was in, although my pharmacy had no such prescription from medical. That went on approx. two weeks and then again calibrate said prescription was at pharmacy again no prescription with my Pharmacy. I did ask within those emails how would I take the medication once filled because I had not had it since December 7, suppose to be weekly and it was January 4. They never would answer that question just continue with how the medicine was at the pharmacist and it never was. Because of this I would have had too restart my medicine because I had missed so much with tons of side affects starting again and everything even if they did at some point get the medicine to me. Because of all the non communication, no refills of medicine and lack of communication I requested to stop the program, which they tried twice for me to continue with them or make sure I wanted to quit. They did finally stop the program and delete access to the app. Calibrate has no phone number only email or chat. When emailing and making sure my payments would stop they explained that if I was paid in full there would be no more billing, however if affirm was paying in installments I would continue to be billed until paid in full for the year. This is irrationally not good business or fair. They did not meet their expectations or their programs resources to help loose wait. More than unsatisfactory. I have requested a full refund and payments to stop. I am now requesting that you help with this issue. I feel Calibrate is a HUGE scam and taking peoples money as they have done here. I would love my money back, but most of all affirm notified that there will be no more billing.

  Business Response

  Date: 01/16/2024

  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: 01/19/2024

  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:

  Please help me with this. I have never been in this situation. I have a case with you all and they have replied no reimbursement or stop paying payments.
  
  
  I sent this to them today:
  
  
  After filing a complaint with the BBB. I received in their messages the reply from you all.
  
  
  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.
  
  
  This is untrue I received 2-3 dosages of medication from you all and then went from November 7 to the first of December w/o medication before asking for the contract to end and reimbursement and end of
  Payments be induced due to contractual obligation of calibrate not being met.
  
  
  I would have had to start meds all over due to medical team of calibrate not filling script, which they never done for the entire month. 
  
  
  I received emails answering part of my emails. Never answering how to take the Ozempic now that I had not had it for a month, thinking they would eventually fill it, again which they never answered and never filled. 
  
  
  Before that is was switched coaches after first meeting and then 3-4 times rescheduling and coaches obligations not being met. 
  
  
  There was no contractual obligation of Calibrate met during that month period and not before I finally said enough is enough and requested reimbursement and payments to stop
  Due to contract not being met. 
  
  
  Calibrate has since deleted access to my calibrate app. Yet continues to notify me to check messages in the support app. which I dont even have access to when I try and communicate with calibrate.
  
  
  The non sense in this is surreal. It continues to be the same no communication or support being met. 
  
  
  Calibrate telling me to check support messages and calibrate is the one that deleted me access to this.
  
  
  It is the same with the 3 or so months I paid them to support me and there was no
  Communication, no coaching no medical.
  
  
  I am requesting yet again to reimburse payments and stop future payments. None of Calibrates  contractual obligations were met and are not being met now. 
  
  
  This is a terrible situation which I have never been part of in my life before. Calibrate is taking and has taken money from me, consumer for nothing.
  
  
  As you can read they are most likely going to respond with check messages through the support in the app. which they took me off of. They have done this now 3-4 times during this process. So I can not communicate with them at all. This a consistency with how they have handled the program with me since signing up.
  
  
  I am pleading please to have them reimburse my money and stop payments through affirm. 
  
  
  This has been terrible.
  
  
  The case number for this with you all is ********
  
  
  Thank you for your time and help.

  
  
  
  
  
  

   

  
  
  
  
  
  

   

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

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

  Business Response

  Date: 03/20/2024

  This member has been reached and assisted by our Support team. We remain firm on our refund policy, this member is not eligible for a refund, (see terms here: *************************************************************************). For further assistance please continue to reach out directly through our Support Channels. 

  Customer Answer

  Date: 03/29/2024

  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]

   

   Medication and doctors and coaching were received by consumer for 69 days the time frame of the contractual agreement of money return. Consumer(me) did not receive any of all 3 after that and now Calibrate is continuing to make me pay and has since $2000.00 for two prescription refills and one conversation with the doctor then Calibrate stopped complying with the contract and made me keep paying. It was and is a scam that is costing me $2000,00. So that I wont receive bad credit a consumer with excellent credit. Terrible company

   

   

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

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

• Initial Complaint

  Date:01/12/2024

  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 have been a calibrate member since 2022. and went from the 1 year program to the extended masters program. Since being on ******************* Calibrate has failed in many ways. I requested ******************* on March 3, 2023. I was doing well and was on medication. On March 24, they requested address, lab location and to be scheduled, and date and time request for doctor. April 3, they apologized for their late response and said they would contact me. I have been taking meds for a year and now I am without meds and doctors appointment for a program that I extended. From April until June 24, 2023 I had been trying to reach someone at Calibrate without success. I sent multiple messages via the app, email, ********* and Instagram with requests to be contacted and asking for them to cancel my contract due to no contact and lack of response. I received a response on June 24, that they could not cancel my masters program so I continued. July 5, received response that they were making changes to their program. July 29, have still not received meds. Five months after paying for the service to extend the program. I have to start over with new meds. August 3, reached out that I received the wrong dose and prescription was sent in wrong to pharmacy by calibrate. August ***** requested refill. Sept 7, refill sent. Dec 7, requested refill, Dec 18 - 26, responses that they are working on getting refill. Dec 27 - Jan 12, still trying to get refills and response from Calibrate to assist. Multiple attempts to call, app, and email. 2 days to a week or more for a response with a question or comment but no call or assistance. I am asking for my months of service with no response/no meds to be reimbursed or credited. 5 months between March and August and currently 1 month starting in December.

  Business Response

  Date: 01/18/2024

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

• Initial Complaint

  Date:01/12/2024

  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.

  Drug not available, company unresponsive. My active subscription was from Jan 2022 to Jan 2023, with several months of committed extension. But this was a far sub-optimal and potentially medically unsafe experience.

  Business Response

  Date: 01/18/2024

  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:01/12/2024

  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 joined Calibrate in March 2023 to obtain prescription of Ozempic, given I am sufficiently overweigh to qualify for its prescription. I received the first few doses and I started loosing weight, without any side effects. Approximately 4 months into it, due to high demand of the drug, I stopped receiving my monthly supply. My dose was halved because the lower dose appeared to be available. This was meant to be a temporary fix to address the low availability of drug. Not only the dose was never brought back to the original prescription but they started skipping deliveries, 4 to date. I tried contacting Calibrate but the app never really worked properly, despite several app updates they required. I paid $1,574 just to be prescribed drug, drug cost excluded, but I did not receive the prescriptions and the correct dose regularly. My membership is about to expire and they are requesting the same annul fee again and ignored my complains about not having received drug as expected. Moreover, the medical follow up was non existent. I never got a response to any of the inquiries I sent to the medical team. Being a physician myself, this is completely unacceptable, professionally and ethically.

  Business Response

  Date: 01/16/2024

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

  Customer Answer

  Date: 01/16/2024

  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:

  The Business has not agreed to extend my prescriptions to cover for 12 refills, as per contract. During my one year membership, 3 months refill were skipped for drug unavailability and the remaining were refilled at half the effective dose for lack of follow-up on their part. I expect refills to be provided for the full dose (2 mg/week) until June **** included.

   

   

   

   

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

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

  Business Response

  Date: 01/24/2024

  As outlined in our refund policy, we are unable to offer refunds or reimbursements for disruptions in medication, but our promise to you10% weight loss at the end of your Calibrate Yearremains unchanged. By continuing to actively participate in our coaching and curriculum, we are confident you'll see real results on Calibrate, with or without medication, and we back this up with our Results Money Back Promise. (see terms here: *************************************************************************)

• Initial Complaint

  Date:01/11/2024

  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 have been trying to get Calibrate to get my meds approved for months. Now they say they submitted a request that my insurance denied. My insurance has no prior auth request from the doctor with Calibrate and Calibrate hasnt provided any documentation they submitted the request. They promise approval and now Im out of meds and paid a lot for coverage with them. I would like an actual phone call to resolve or a full refund.

  Business Response

  Date: 01/16/2024

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

  Customer Answer

  Date: 01/25/2024

  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:

  There is a long history since beginning of the year of them telling me they submitted request and it was denied. Then they close out my support inquiry without resolving or responding. As you see, on the day they responded to you, they sent me a new message saying my prior authorization was denied. But they will not provide any proof of what they submitted nor will they respond. Once again my insurance says they have recieved nothing. They are clearly lying. And I dont appear to be the only person they have done this to. They just delay, lie, and close out inquiries without resolving or providing documentation. I want a full refund or documentation of the prior authorization along with a phone call with me, my doc, and my insurance to get it resolved. I have provided them three ways to submit the authorization. Its not complicated. 

   

   

   

   

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

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

  Business Response

  Date: 01/26/2024

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

• Initial Complaint

  Date:01/10/2024

  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.

  This company is a complete sham. It takes weeks upon weeks to get a response from them. Then they close out my messages as resolved without even responding. They offer no communication or support and I dont feel comfortable putting my health in their hands taking new medications without any guidance. I do not want a refund from the previous months(since Late August) I just dont want my payments to continue to occur. I dont feel safe with them in charge of my health and medication.

  Business Response

  Date: 01/10/2024

  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:01/08/2024

  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.

  So let me be clear: This is a TERRIBLE program that is basically defrauding and scamming people.To be ******* clear on why I think (no, I know) Calibrate is terrible:Not only were they not able to get me approved for medication, the app has been horrible to use the entire time AND they cant seem to keep instructors/coaches in place because Ive had 4 different ones so far, and every time i pick a new one I feel is most suited for me, that one leaves. Being an app-based program when the app NEVER works is wild. WILD. There were too many times where the content of my curriculum was LOCKED and I couldnt access it so I had to be sent links from my instructor, which is ridiculous. The app regularly crashed, didnt always sync properly with the scale, and the list goes on. Not to mention it takes far too long to get a response to messages to support.I will make it my personal business to let everyone I know personally as well as anyone on social media seeking advice about Calibrate how terrible this program is. I am going to make it my mission to ensure you never make money again. This program is a scam and a ripoff.

  Business Response

  Date: 01/09/2024

  While we're unable to provide a refund at this time (see terms here: *************************************************************************) this member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.