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:11/20/2023

  Type:Product 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.

  Calibrate is a weight loss program that claims to connect members with doctors and coaches who can assist them. These doctors are responsible for prescribing GLP-1 medications such as WeGovy or Ozempic. Unfortunately, scheduling appointments with the doctors or getting prescription refills has proven to be extremely challenging. There have been instances where I have gone weeks without medication because I couldn't reach any of the Calibrate doctors. This has occurred on multiple occasions.Additionally, the company promises a set amount of coaching sessions that have not been provided or made up/rescheduled. There is no financial compensation for this service being not provided and the many missed sessions when my multiple coaches left the company are not available or allowed to be made up.Recently, they finally confirmed that they would allow me to cancel due to these challenges, after waiting several days for a response from them. I asked follow up questions on 11/15/23 and to proceed with that cancellation process, and days later I have received no response still. The most frustrating part is that I am paying for a program that promises access to doctors, yet it has failed to deliver on its commitment to provide necessary prescriptions or any medical support. In summary, while Calibrate claims to offer a weight loss program, it falls short due to the difficulties in obtaining prescriptions from their doctors and getting any support as promised with the agreement.I can provide screenshots of any communication with them as evidence.

  Business Response

  Date: 12/14/2023

  This member has been refunded as of December 12, 2023, for additional information please review the confirmation email sent to you from ***********************************.

  Customer Answer

  Date: 12/19/2023

  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:

  [Your Answer Here]

   Calibrate notified me via chat that I would be refunded within 10 business days. I have not yet been refunded, but it has only been 5 business days so far. 

   

   

   

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

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

  Customer Answer

  Date: 12/20/2023

  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:11/20/2023

  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.

  Calibrate promises to give you complete support during your weight loss. I started in August. Had to request a blood work order. The labs have been sent to the in September and October, but wont answer my messages through the support system to move along with the process. You cant talk to anyone and you watch prerecorded videos. Im not getting any service that I couldnt have done on my own. Its obvious that they are just stalling to keep your money. I would like to cancel and get a refund.

  Business Response

  Date: 12/13/2023

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

  Customer Answer

  Date: 12/14/2023

  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:11/15/2023

  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 started the program in March 2023. My health insurance has required multiple prior authorizations. Calibrate took care of the first. The second resulted in a pause of my medication for a month. This third instance has resulted in a pause of over four weeks and counting. Calibrate takes weeks to respond. No progress is made.

  Customer Answer

  Date: 12/10/2023

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

  Should I take screen shots of the conversations I have had with Calibrate Health?

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

  
  

  Business Response

  Date: 12/21/2023

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

   

• Initial Complaint

  Date:11/15/2023

  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 purchased ********************' which is advertised as continuing medication, a doctors appointment , and a blood draw. I messaged over 2 weeks ago about insurance change and needing new medication. They do not have a number only messages that are not responded to. I have not received any feedback on my prescription or status, any direction on how to have this doctors appointment or get lab work. I feel it is unsafe for a company providing medical care and prescription medications to not respond. I am now out of medication and terrified because I cannot reach anyone from their medical team for advice. I feel this service is at safe and has already been fully neglecting medically. I would like to get a refund from this service as I have not been able to use what I paid for and I now am completely medically unmonitored. I believe the BBB should in general look into this company as it should not be able to prescribe than ignore patients

  Customer Answer

  Date: 12/09/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Calibrate Health, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

  Business Response

  Date: 12/21/2023

  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. 

  Business Response

  Date: 01/02/2024

  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. A member of our support team sent an email to this member on December 20th 2023 explaining this and we have not received a response from the member. 
  
  

  Customer Answer

  Date: 01/03/2024

  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 have not received what I purchased. You can't refuse a refund for services not received. As stated I will no longer be communicating with this company as my lawyer is moving forward with action. 
  

   

   

   

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

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

• Initial Complaint

  Date:11/13/2023

  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.

  I'm incredibly disappointed with the lack of professionalism, communication, and clarity of business.Calibrate promises, "ongoing access to your Medical and Support Teams","Support navigating medication insurance coverage", "We navigate your insurance on your behalf", and that, "GLP-1s for most members with commercial insurance should be $25/month or less".Rather than having "ongoing access", it takes days or weeks to get a response from support. The responses have been disconnected and don't answer my questions posed.I've been on the phone with Labcorp and ********** Blue Shield to try and negotiate the issues I've had with billing because Calibrate hasn't done their job.GLP's have been noted to cost over $1000 and rather than talking with me and figuring out a solution, there is only silence and missed responses.I had a lab bill of over $500, which I was only supposed to be responsible for $150 as noted by Calibrate paperwork. Instead of actually handling the situation with my insurance, I've gotten vague responses from support after days and weeks of explaining the situation, uploading screen shots, and trying to make sense of all of the information. I have now had to talk with LabCorp and try to work through this.I just want this to stop. I am on the month to month plan with affirm. I would like at least the rest of my payments to be cancelled, and truly a refund because this business has cost me so much money, time, and effort for nothing but stress. If you're considering working with them, I highly advise against it.

  Business Response

  Date: 12/21/2023

  This member has been refunded as of July 7, 2023, for additional information please review the confirmation email sent to you from ***********************************

  Customer Answer

  Date: 12/22/2023

  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:

  Calibrate claims I've been refunded from July 7, 2023 onward, but I was only refunded for one month. I received the notice that I was refunded for one month last year because they had not fulfilled their job to get me with the doctor and get all of my work handled. I have made automatic payments since then and haven't received an email from info@ or a refund through Affirm. I called and checked with Affirm customer service to confirm. 

  My issues with LabCorp have not been handed and they have tried to continue to get in touch with Calibrate to refile with my insurance. They still have a $500+ lab bill that they need the doctor to re-file with my insurance. My insurance, the lab company, nor me can get in touch. 

  I would like a full refund. 

   

   

   

   

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

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

  Customer Answer

  Date: 12/26/2023

  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:

  [Your Answer Here]

   

  So when confirming with Affirm, my only refund was for the ***** of July, not in full. There was no email from calibrate, but a note through the app which I have no access to. Please see the records as of today. I would like a FULL refund

   

   

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

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

  Business Response

  Date: 01/02/2024

  While we remain firm on our refund policy, (see terms here: *************************************************************************) this member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.

• Initial Complaint

  Date:11/13/2023

  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 a health care program "Calibrate" which promised coaching, medication, medical support, and an app to use for support. All promises by this company were false and fraudulent. Medication was only provided for first two months then stopped, coaching stopped, app did not work appropriately, and support staff did not respond to my messages for weeks at a time. Please see email below:Hello Membership Team at Calibrate,I am sending this message to you terminating my membership for cause and lack thereof to provide services to me as originally agreed upon and advertised as a part of your program. Please see below for an outline of issues that you have not fully complied with as a part of the program that you have falsely promised to a consumer. A copy of this report has been filed with the Better Business Bureau (BBB) and also fraud reported to the **** I expect a refund of all fees and a response by Friday, November 17th, 2023. 1.) Calibrate Member Commitment Policy - Medication: Taking your medication as long as it is advised by the Calibrate medical team and staying in touch for ongoing medical care through your check-ins and follow-**** Medication has not been provided for a period of over two months and medications have been prescribed that do not match my diagnosis originally assessed by this program resulting in multiple denials of alternative medications. Therefore voiding the possibility for me to meet any member commitment of losing weight. 2.) Coaching: My assigned coach canceled multiple appointments and I was switched to multiple coaches who did nothing to support me other than a ten minute how are you doing.3.) Insufficient Follow-*************** Multiple messages over the past months have been sent to the support team with no responsiveness taking weeks to respond to any of my questions. According to your commitment to me as part of this process "If one of the program pieces is not working, it jeopardizes your long term success." 4.) Fraudulent Medical Advice, Assessment, and Ordering of Prescriptions. You continue to request medications for which I do not qualify. 5.) Fee for Medications Received - I was charged over $25 for medication in the first 90 days for the original GLP-1 medication. You have failed to uphold the agreement that was a part of this program and a refund due to termination for cause is being submitted. You have until 11/17/23 to respond. *******************, MSW

  Customer Answer

  Date: 12/07/2023

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

  Customer Answer

  Date: 12/16/2023

  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:

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:11/13/2023

  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.

  Calibrate has not refunded my money after not

  Business Response

  Date: 12/21/2023

  This member has been refunded as of November 21, 2023, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:11/10/2023

  Type:Product 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 jointed Calibrate on September 16, 2023. As the website promises, if they can't get you an affordable GLP-1 through your insurance for a copay of less than $25.00 you qualify for a refund. To date, November 9th, they have not been able to get the medication approved by my insurance. I have asked for help via their support app, but they have not answered since November 2nd. I sent three messages through the app asking for a refund, but they do not respond.They are not upholding their agreement, nor do they answer emails, as they have ghosted me. I need help in securing my refund as this is the only resolution that I desire.They also have no phone number with live agents.

  Customer Answer

  Date: 12/04/2023

  At this time, I have been contacted directly by Calibrate Health, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  They are stating that I must wait longer for the program.  They acknowledge that all medications have been tried and failed with insurance, but still will not refund the money.  They state "we sincerely apologize for any frustrations regarding the refund policy".

  I wrote back again asking for a refund.

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 05/10/2024

  This member has been refunded as of 2/8/2024, for additional information please review the confirmation email sent to you from ***********************************

  Customer Answer

  Date: 05/15/2024

  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.

  It took the business way to long to respond.  They do not stand behind their statements.

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

  
  

• Initial Complaint

  Date:11/09/2023

  Type:Product 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.

  The customer service is horrendous. I paid the money few weeks ago. I am still waiting to hear back anything. My labs have been in processing status for weeks. I requested a refund last week. Multiple emails. Multiple times trying to call someone. Cannot reach anyone. Unable to get a full refund.

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Calibrate Health, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:11/08/2023

  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 been reaching out to Calibrate via their messager app for over a week to no avail. I am out of medication. The company went through a period in July where they were not answering messages at all and I thought things were getting better but it clearly hasnt. I had to send them my lab results about 5 times and *************** of the blood draw on it as they kept saying they couldnt find it its just been a mess. The program is great in theory but the execution is horrendous. Ive been waiting for a month to schedule a doctors appointment and yet Im still getting charged for this.

  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.