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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

  • 1,107 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:11/07/2023

    Type:Product 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.
    My insurance is requesting Calibrate contact them for authorization. I submitted the request via their App Channels, but no response or resolution. This company has the absolute worst response time, even after sending an email on August 21, 2023 guaranteeing results to fixing their horrible App and Response time. Nothing has improved and you can't contact them.I would advise anyone looking at this program to run as fast as you can.

    Customer Answer

    Date: 12/04/2023

    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:11/06/2023

    Type:Customer Service 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.
    Calibrate has not only lied to me time after time, but they have now straight up ghosted me. No "customer service" response for over 10 business days. This has been ongoing for MONTHS, starting in April 2023. This all makes sense that they would have you sign up, feed you a load of garbage to take your money, then not answer in any capacity. Calibrate says they work with your insurance but have never even reached out. You'll even receive two letters from a third party confirming they didn't follow proper protocol! I've reached out to Calibrate to correct these issues MULTIPLE times. I've mentioned this multiple times to my "coach" who repeatedly says they cannot do much but push my complains upwards but it goes nowhere. There is no proper customer service number and no real reason they do anything other than take your money and call it a day. They don't work with your insurance, they dont work with your pharmacy, and they sure don't work with you. Catch is, if they can get you your first GLP1 for $25, they don't have to refund you. Guess what they did? Approved me one round of a GLP1. Upon needing a refill, the PA was declines. Guess what Calibrate said next? My insurance no longer covers it. Guess what I learned from calling my insurance company? They NEVER covered GLP1 under my plan. What was Calibrate's response? Well we can't change what insurance companies do - hope you'll stick with us since you can't get a refund! The weightloss that I have had over the last year has been MY OWN and I do not attribute any of my success to their program. Looking up information that actually pertains to my situation has been more helpful than this program. If additional information is needed, I can provide numerous screenshots from their app since there is NO web based option. Calibrate can refund my money and release me from this program.

    Customer Answer

    Date: 12/01/2023

    Better Business Bureau:

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

    I still am requesting a refund and proceed with my formal complaint. 

    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: 03/12/2024

    As outlined in our refund policy, we are unable to offer refunds or reimbursements for disruptions in medication. We are unable to provide a refund at this time (see terms here: *************************************************************************). For further assistance please continue to reach out directly through our Support Channels. 

    Customer Answer

    Date: 03/15/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me and the matter has been resolved.  Calbrate is a sham company and should be avoided at all costs. 

    Sincerely,

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



     

  • Initial Complaint

    Date:11/06/2023

    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.
    In April 2023, I signed up and read where you have a certain amount of time to receive a refund. I tried contacting the company several different ways and and also contacted ****** who does the lending for Calibrate to get my refund and am told that Calibrate needs to confirm the cancellation!!! I have not used the program and have not had any response on how to get this cancelled so that I can get my refund and not make any more payments!! It was very easy to sign up but very difficult to cancel. I just want my money back for something that I never received.

    Customer Answer

    Date: 12/01/2023

    At this time, I have been contacted directly by Calibrate Health, Inc. regarding complaint ID ********, however 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,

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

    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:11/01/2023

    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.
    6/20/2023 I joined calibrate toward losing weight for health reason. Calibrate does not let know customers that they use the customers health insurance to prescribe the ****1 medication. Also, most of these ****1 medication have been out of stock/backorder for months. Calibrate is advertised as a sustainable weight loss based on biology { Doctor-prescribed ****1 medication, 1:1 video coaching, and lifestyle changes for 10%+ weight loss or your money back (terms uploaded). If the medication is not available then half of their program is not advertising accurately. The response time of customer service takes days. Everything has to be communicated thru the ap. If you take advantage to talk to a "coach" or "Dr.", they indicate that they don't know, contact customer support. This company should be held accountable for false advertisement (misleading ) and poor customer services. When attempting to cancel services within the first month, they denied the request. I would have done it sooner if i was able to call a helpdesk. Customers are not able to speak to a person who can provide them the answers they are looking for. Customers experience unhelpful employees. Customers are being passed around to multiple people. Customers are helped (if helped) unreasonable lengths of time and days. Bottom line: False advertisement and poor customer service

    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:11/01/2023

    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 calibrate on 7/8/2023. I had completed all lab work and initial doctor's *********** was on 7/27/2023. Their money back results policy states if they have been unable to secure GLP-1 medication through your insurance within 90 days from the initial doctor's *********** customers are eligible for a refund minus $250. I have attempted to contact the customer support through email and phone calls since 10/18/23 for an update and no one has replied to my messages. At this time I wish to cancel my membership with the refund expected.

    Business Response

    Date: 12/18/2023

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

  • Initial Complaint

    Date:11/01/2023

    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.
    On April 6, 2023 I signed up for my second year of calibrate, which was supposed to include regular coaching sessions, at least one Dr. *********** as a follow up to bloodwork, and access to medications. To date, I have not received any of these despite my best efforts. In ********* timeframe, Calibrate redesigned their app, disabling access to many helpful aspects of the previous version. Despite numerous follow *** on my part via their poorly monitored messaging functionality, I was never provided with a solution to my inability to schedule a Dr. *********** or coaching ***********s via the app. Even to this day, those options are "grayed out." Furthermore, their efforts to obtain approval from my insurance for medications failed over and over again due to their ineptitude or lack of communication with my insurance company. When they finally did get a medication approved, it was one I had specifically advised them to cease their efforts on!I have been misled, ignored, and feel ripped off by this company which I just read today is planning to get out of the direct to consumer space, and has forced senior executives to leave due to their mismanagement.

    Customer Answer

    Date: 11/25/2023

    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

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

    Customer Answer

    Date: 01/11/2024

    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 has not offered me a solution and refuses to refund me.  They have not provided any services to me for months.  I do not want this matter closed.

    ****** ******  

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 01/16/2024

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

  • Initial Complaint

    Date:10/30/2023

    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 purchased a Calibrate membership in August of 2023 and it is now November of 2023 and I just got approved for medication but the medication that I got approved for is sold out nationwide and Calibrate is refusing to help me get a new medication. Additionally, my co-pay is over what they promised, which is supposed to be less than $25 a month. The total cost is supposed to cover initial appointments with doctors to get me approved for medication and coaching to help me navigate weight loss for an entire year. Meaning that I would be receiving a service for another nine months out of the year. When I contacted them about getting a refund for the rest of the year of coaching that I no longer want (9 months) they are refusing to do so and theyre stating that it is nonrefundable. They are directly violating their terms and conditions by not offering me a refund because I do not have access to the medication they have prescribed for me. Additionally, I have an issue with the way that they have failed to communicate with me. They take days to respond to any of my messages, if at all, *** had to have two different coaches assigned to me because all of the ones that I got are extremely irresponsible and are promoting disordered eating. At this point all I would like is a refund for the rest of the year of services that I will not be using and they are now refusing.

    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: 12/18/2023

    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: no refund has been issued despite me being unable to receive medication for under $25 which is part of the guarantee. 

     

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 12/26/2023

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

  • Initial Complaint

    Date:10/30/2023

    Type:Sales and Advertising 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.
    On Sept 29, I purchased in error ($649) and sent an email explaining my mistake and asking for a refund. As soon as the transaction appeared as pending in my bank portal, it had a phone number ************ listed for the company - I left two voicemails within 10 minutes of the original purchase asking for a refund because I did not want the service. Days later, I got an email saying I can sign up for a cheaper option and they would refund the difference but they will not refund the full amount, even though, at the time, the website was not clear what was included in the service until AFTER purchase - it would show you details on what was included and not included (which is misleading). Since that time, they have updated the website with more details but you cannot find the Masters programs without a special hidden link. It is not able to be found on the website without the company emailing you the weblink- the information is still hidden. No one answers the phone or returns my voicemails. I do not want a different program from this company. I want a refund.

    Customer Answer

    Date: 11/23/2023

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

    [Your Answer Here]

    They have an automatic email response that goes out anytime you email them that confirms an email has been received.  They sent generic responses and ************ Calibrate, has ignored my voicemails and email requests to talk to a manager since November 5 to review my request for refund (I have been requesting refund since 10 minutes after placing the order/immediately after getting order confirmation).

     

     

     

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

    Sincerely,

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

    Business Response

    Date: 01/02/2024

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

    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:

    To be clear, I ended up filing a dispute with my credit card to get the refund. The refund came from my credit card / credit card insurance, not Calibrate. 

     

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:10/26/2023

    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 cant receive the medication they promised. They said they would refund my money minus 250 for a dr visit. I paid with affirm. They locked me out of my acct because they said my membership is canceled, but I never received my refund and ** still being charged monthly for the total of *******. I have tried to email but Im locked out, the only email I have is for new members and nobody responds. Obvious scam!

    Business Response

    Date: 11/07/2023

    This member has been refunded as of 10/27/2023, for additional information please review the confirmation email sent to you from ***********************************

  • Initial Complaint

    Date:10/24/2023

    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.
    Calibrate has failed to provide access to medication prescribed by their own physician. While there is a shortage of some meds, they are unresponsive on the app, the only method of communication, when I have found alternative sources (a different pharmacy). Months later when a different med was prescribed they were again unresponsive when told that med was not available and asked for alternatives. Finally, when I asked to terminate my service agreement with them they would not allow it but did say that monthly payments could be reduced. They directed me to a nonworking website and are again unresponsive on the app.

    Business Response

    Date: 11/02/2023

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

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

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