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:12/06/2023

  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 receive prescription medication through Calibrate. Despite alerting them to the fact that I need a prescription sent to the provider asap in order to maintain the recommended schedule of medication, theyve failed to respond to multiple requests over the last three weeks. They have no phone number to contact them and there has been zero response despite the urgency of the request. This is not the first time theyve been unresponsive but it is by far the longest.

  Business Response

  Date: 12/18/2023

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

• Initial Complaint

  Date:12/06/2023

  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 at the recommendation of my PCP. I contacted them on Dec. 11, 2022. The process was following a progression of tests and information needed to begin the program. We were in contact on Dec. 26, Jan. 12, Jan. 17 to begin the program. By January 18th I still had not started the program and had paid for December and January by that time. I contacted them on Jan. 25 and still nothing. The email that I received back after contacting them is that they will get back to you in 3-5 days. This was more like 2 weeks if ever. I was to have a coach but still did not have one by February 3. On February 11, 2023, my prescription was finally approved. I had paid for 3 months and still did not receive any services. On March 3. 13, 28 when I contacted them, no coach and no meds, and no response other than they received my email. I received my meds in April, I had to contact them for a refill, and it was to come automatically. It took until June to get the refill. I contacted them again on June 27, June 30, July, 7, July 31, August 1 August 29 about my next refill. I had heard nothing. My next contact was on November 25. They emailed me today about my refill. I know I should have stopped payment but I did not want to lower my credit score for nonpayment. They have been contacting me to stay on the program for $38 a month. Of course, I have not taken advantage. Thank you for your consideration!

  Business Response

  Date: 12/18/2023

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

• Initial Complaint

  Date:12/05/2023

  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.

  False information provided. I signed up for calibrate solely to lose weight. Uploaded my insurance information, I assumed it was approved as they sent me an order for lab work. I already had lab work done 60 days prior which they accepted except the A1C test. I went to labcorp for the A1C and after submitting results scheduled a zoom appointment. During the zoom I was told I would receive a Rx for Ozempic. I was thrilled. Upon going to pick up my Rx it was for Metformin. This drug is not for weight loss. I immediately requested to cancel via emails and on the app numerous times. I have had no response. I financed $1749 for 12 months at $145.75 per month. I have made 2 pmts though affirm so this does not go against my credit. I am completely furious and disappointed in calibrate. Its a complete scam. They lied and said they would provide coupons and discounts to get Ozempic medication for $25 which I never received.

  Business Response

  Date: 12/18/2023

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

• Initial Complaint

  Date:12/05/2023

  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.

  On 11/29/22 I signed up for this program that guaranteed lots of weight by 10% by using specific medicine. I didnt get the medicine until March and then they stop prescribing the medicine with out letting me know in June. And the only way to contact them is via email which I did constantly and no response I get an email stating they will responds and never do so I paid $999.5; and stop making the remaining payments with total $440. They made a promise which they never followed through with and never responded to my emails asking for assistance so i am looking to get a refund of $999.54 because they did not fulfill their end of their commitment and now I have been sent to collections for the remaining balance of $440 even though I have tried contacting calibrate but I have been ignored terrible customer service. This is a scam.

  Business Response

  Date: 12/18/2023

  This member has been assisted by Support. For further assistance please continue to reach out directly through our Support Channels.

  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:

  Calibrate canceled my subscription without my consent in August of 2023. I made many attempts to ******* Calibrate from the month of June through August asking to change my medication because I was no longer losing weight - no reponse, My counselor was changed without notice and the new counselor all of a sudden canceled my appt - so I reached out to Calibrate and again no response just their standard  message. After multiple attempts via email and phone calls, I asked to cancel my account but then on August 7, I had a doctor ******* me and recommended to change my medicine to give the this another try instead of canceling which I agreed but then a few days later my script was canceled and I received an email stating my account was canceled. **********************  is not willing to refund my money stating that I did n't live up to their terms but again I am not the one who canceled. I had agreed on 8/7 w/**************** to give this another try, it was Calibrate who canceled my medication and they still expected me to pay the balance when I was no longer receiving service which should go through December 2023.

   

   

   

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

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

  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.

• Initial Complaint

  Date:12/01/2023

  Type:Billing 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.

  The company charges you automatically each month. They do nothing for first three months at all and stops responding during last three months. 6 months was a total waste of my time and resources. I wanted the diet medication which was promised for twelve months. There is no response, no customer service. They completely ignore you and take your money. I would like half of my money refunded or have them do their job properly.

  Business Response

  Date: 12/14/2023

  Tthis 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. Please refer to the refund policy linked below. When signing up for Calibrate, we collect the membership fee upfront, but we do also offer Affirm as an option, if members would rather take out a loan with Affirm and pay Affirm back monthly. Calibrate does not manage your Affirm payments, nor do we have any visibility into your loan schedule with Affirm. Those payments are exclusively between you and Affirm for the loan that Affirm issued to you, and will not stop based on medication access. Additionally, as outlined in our refund policy, we are unable to offer refunds or reimbursements for disruptions in medication.

   

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

  
  

  Customer Answer

  Date: 12/29/2023

  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:

   have never heard from the company calibrate and this has not been settled in any way. 

   

   

   

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

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

  Business Response

  Date: 01/03/2024

  Calibrate does not manage your Affirm payments, nor do we have any visibility into your loan schedule with Affirm. Those payments are exclusively between you and Affirm for the loan that Affirm issued to you. Since Calibrate does not have access to the specifics of your loan with Affirm, in order to get the most accurate details on your loan status (i.e. number of payments left) you would need to reach out to Affirm directly. Here is a link to their Help Center; ********************************
  
  

  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:

  They are referring my complaint to the company that charges me monthly  it is an upfront charge from calibrate  calibrate is the company who receives my money for their services that they provide  I would like a refund of 6 months for my one year they agreed and contracted with me to prescribe and find the medicine to me for $25.00 a month  they ignored and stopped answering and this is why I have submitted a complaint against them  this is a bad way to do business and a waste of my money  I would like reimbursement of the months they did nothing for me even though I tried and tried  

   

   

   

   

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

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

• Initial Complaint

  Date:12/01/2023

  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.

  On 09/28/23 I canceled my account via the messaging function in the Calibrate app, following instructions from the company. I received a response on 10/02/23 saying I would be refunded my money, minus $200 set up fee. I was told it would occur within 10 business days. Its now 12/01/23 and I have yet to see my refund. I have emailed Calibrate twice (11/08/23 & 11/18/23) and have not received a response from their support staff.

  Business Response

  Date: 12/14/2023

  This member has been refunded as of December 6, 2023, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:11/30/2023

  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.

  Date of Transaction: 8/15/2023. Only form of **ntact is via messenger app. Lack of response, no follow-up, repeated delays and nonexistent customer support. They affirm they will work with your insurance ** to obtain Rx for ****1 medications. In the event they cannot get the medications approved, they offer a refund less $250 **st of health assessment.I was not approved for the medication and I requested a refund. ************** are delayed weeks and in some cases months.I had alerted them in previous messages that I was dissatisfied with the program and wanted someone to **ntact me immediately. No one ever responded to that message. On 10/31, I messaged that it had been a week and I was still awaiting a response. On 11/1, I messaged again, requesting someone **ntact me about terminating the program. 8 days later on 11/9, Calibrate messaged me twice: First, with a generic response about how their insurance/prescription works and if they **uld not get ****1 medication approved for $25 or less within 90 days of my doc visit, I **uld request a refund less the $250 doc visit. My doc visit was 9/7/23. Se**nd, they stated they **uld not get medication approval and there were (3) available options: Pay for the ****1 medication out of pocket,**ntinue with Calibrate without ****1 medication OR leave program and get refund less $250. To get refund I had to reply message within 7 business days. I replied the exact same day. On 11/13, I messaged for refund status. On 11/17, Calibrate stated they would end my program and refund me $1,474.Calibrate stated I would receive an email from *********************************** **nfirming my refund and the refund would appear on my card within 10 business days. On 11/22, I messaged what date will I receive the refund email. On 11/28, I messaged again. Today 11/29, I still have not received a refund email. I want a full refund of $1674.

  Business Response

  Date: 12/14/2023

  This member has been refunded as of December 1, 2023. For additional information please review the confirmation email sent to you from ***********************************

  Customer Answer

  Date: 12/21/2023

  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:

  [I requested a Full Refund of the entire amount $1674 due to your lack of timely response. Calibrate did not refund my $250. The only reason they refunded a partial amount on 12/1 was because on 12/1, I emailed Calibrate the following: Your company has been reported and an official complaint has been registered with the **** ** Attorney General and ** Better Business Bureau. Calibrate acted immediately ONLY AFTER I informed them of my report filings. If I did not make the official complaints known to Calibrate, I would still be waiting on a refund. See attached.]

   

   

   

   

  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 has been refunded as of December 1, 2023, the amount paid less a $250 fee for the initial doctors visit. For additional information please review the confirmation email sent from ***********************************.

  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:

  [[I requested a Full Refund of the entire amount $1674 due to Calibrate's lack of timely response to my original request. Calibrate did not refund my $250.  The only reason they refunded a partial amount on 12/1 was because on 12/1, I emailed Calibrate the following: Your company has been reported and an official complaint has been registered with the **** ** Attorney General and ** Better Business Bureau. Calibrate acted immediately ONLY AFTER I informed them of my report filings. If I did not make the official complaints known to Calibrate, I would still be waiting on a refund. See attached.]

   

   

   

   

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

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

• Initial Complaint

  Date:11/30/2023

  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.

  Signed up for weight loss program with Calibrate company to utilize medication to aid in weight loss. I was given an authorization and prescription for medication which is not available in any pharmacy. I sent messages to this effect with no reply as of now (7 days). I believe that the company prescribed the medication knowing there was a shortage and according to the pharmaceutical company it is not available until **** and maybe beyond. I sent another message requesting an alternative medication with no response. I would like a refund for the upcoming months that are already billed to a credit card totaling $1495 I sent an email to cancel my program and have not received a response.

  Business Response

  Date: 12/20/2023

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

• Initial Complaint

  Date:11/22/2023

  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 have contacted Calibrate support 3 times since 10/10/23 to report a change in my insurance and to find out what options I have for receiving my medication. Two of the three time I received a canned response saying it could take up to 6 weeks for a response from my insurance. I sent another message via the support app letting them know I received a denial letter from my insurance weeks ago and asking what options were available since my medication stopped back in September. No one has ever responded to my question. The response is a bot autogenerated response that does not address my questions or my situation at all. Its frustrating that you pay up front over $1000 and receive no real support when you have questions about your membership options. This is my second year on Calibrate and I have followed the program and am relatively happy with how it works but the customer support is the worst when trying to reach an actual person. I believe I am nearing the end of my year 2 membership (not sure bc the info cannot be found anywhere on my profile) and no one has responded to my questions about what happens next. I feel cheated because I have paid for the services they advertise and since September I have received nothing!

  Business Response

  Date: 12/14/2023

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

• Initial Complaint

  Date:11/20/2023

  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 is incapable of communicating with its patients. I have been without medication for 2 months now, and have attempted to communicate with the business multiple times to find a new medication that will work with my insurance. They have been filing multiple incorrect PAs to my insurance causing multiple denial letters to be sent to my home. When I reach out via the Support chat, I did not receive a response. There is no explanation from the company as to what's happening and I continue to weekly received denial letters from my insurance company due to Calibrate either trying to approve medications that my insurance clearly won't cover (per the website) or incorrectly filling out the PA form. What am I paying for? I do not know. My "coach" was let go, and I didn't receive a notification about her leaving until AFTER I met my new coach. Poor communication is clearly an issue here, but I cannot for the life of me determine what I'm paying monthly for at this point. They will not pick up the phone and call you and tell you what's going on, they want you to use the chat so they can ignore your requests.

  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.