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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

  • 1,092 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:10/24/2023

    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.
    Calibrate refuses to refund $1399 out of the $1649 that was paid upfront. Per Calibrate's Refund Policy, if one of their doctors is unable to get a GLP-1 medication approved by insurance, a refund will be issued. CVS Caremark (my prescription insurance carrier) denied this request and Calibrate refuses to issue a refund. Attached document contains Calibrate's Refund Policy that applies to my situation, along with documentation from CVS Caremark. I am hoping the BBB can investigate and get Calibrate to refund the money that is owed to me.

    Business Response

    Date: 11/07/2023

    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: 11/17/2023

    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 was unable to get a ***** ********** approved for me. I want the specific reason from Calibrate explaining why I am ineligible for a refund.

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:10/24/2023

    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 signed up for Calibrate Health in march of 2023, I pay $134 a month via Affirm. At first they were responding to my messages and providing me with weight loss meds, as advertised. Then my insurance company stopped paying for the *******, but will pay for Wegovy. Calibrate was supposed to send the info to my insurance for a prior authorization. They did that, but my insurance needed additional info and reached out to Calibrate several times with out a response, so I wad denied coverage for Wegovy. I have been trying to contact Calibrate for 6 weeks about this, with out a response, yet I am still paying for a service I am not receiving. To me, this is fraud, over the 6 months I have been paying they have provided me with service only for 1 month. They are taking advantage of people, and it is frustrating.

    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.

  • Initial Complaint

    Date:10/24/2023

    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.
    Calibrate bills itself as a means for obtaining weight loss drugs like Ozempic. Once you pay for the year long subscription, you get zero service and support. There is no direction on how to proceed and you essentially waste months trying to get going in the program. Your insurance is charged throughout the process which is not how the program appears to work at initial registration. There is not means to contact Calibrate by phone instead relying upon emails and messaging through their app that takes weeks to get a response. If you try to cancel, you are threatened with a cancellation fee. I started Calibrate in April and as of today, I am no closer to starting their program than I was on Day 1 and I have no clue where I am in the process other than the prescription medication was denied by my insurance.

    Business Response

    Date: 12/14/2023

    This member has been refunded as of November 28, 2023, for additional information please review the confirmation email sent to you from ***********************************

  • Initial Complaint

    Date:10/24/2023

    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.
    Please see attachment for the letter I submitted to calibrate with my list of all of their promises and guarantees that were not fulfilled by the company. I originally sent the request on 9/23/23 and after weeks of back and forth, they refused even partial refund.

    Customer Answer

    Date: 11/17/2023

    Better Business Bureau:

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

    I would still be very interested in pursuing this complaint. Please let me know if further information is needed. 

    Sincerely,

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

    Business Response

    Date: 12/14/2023

    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:10/20/2023

    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.
    Date: July 10 Order: Calibrate loan (ID: **************** requested: I am not asking for a full refund, but I do want a refund for services not rendered over the next 8 months when I cancel the program.Filing a complaint against Calibrate Health for failing to provide the committed 12-month service. Despite assurances, they fell short in delivering the promised level and quality of service. Seeking cancellation, the business refused a refund for the unused 8 months. If no services are exchanged for the next 8 months, a refund for the unused services is reasonable.Nature of Dispute:Ineffective App Experience: Calibrate app lacks user-friendly features, hindering effective navigation.Poor Communication: Inconsistent and unresponsive communication, leaving me without expected guidance.Lack of Timely Responses: Numerous attempts for assistance met with delayed or non-existent responses, impeding overall progress.Unmet Expectations: Fails to meet expectations regarding support, responsiveness, and overall effectiveness.Substandard ***************** Unsatisfactory customer service, marked by a lack of professionalism and inadequate issue resolution.Technical Issues: Recurring technical problems, including glitches and malfunctions, impede the intended use of the service.Incompatibility with Medical Advice: Program recommendations prove incompatible with medical advice, raising concerns about safety.Lack of Program Effectiveness: Despite the commitment to a year-long program, a lack of positive outcomes erodes confidence.Breach of Trust: Erosion of trust due to technical issues, poor communication, and unmet expectations.Frustration and Disappointment: Cumulative issues lead to significant frustration and disappointment, overshadowing the original intent.The business has failed to deliver the promised level and quality of service and shows no interest in resolving this issue.

    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.

  • Initial Complaint

    Date:10/18/2023

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I spent $1700 on this app and have received no service. The customer service and scheduling process is severely lacking. I was told to compete labwork that I would not have to pay for and I received a steep bill from the lab company that Calibrate now says they dont cover. I did this blood work in order to get a prescription for wegovy/ozempic and they submitted over 3 requests that were all denied by my insurance so I wont be getting the prescription, the entire reason I signed up for the app. Ive now been requesting they terminate my membership for over a week with zero response. Ive sent 5 messages.

    Business Response

    Date: 11/10/2023

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

    Customer Answer

    Date: 11/20/2023

    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:10/16/2023

    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 June 2023 I joined calibrate it is an expensive program. I have not lost substantial weight and I am no closer to get GLP meds than the day I started. This is the main reason I joined, it is not because of shortages it is because they would not work with my insurance on prior authorization. They are non-responsive to voicemail and messages on their app, they have no way to talk to a person you have to use the "app". I have literally begged them to call me, my insurance or the pharmacy. My pharmacy held on to meds for two weeks for me waiting on them and they did nothing. This service has actually increased my stress level and there have been many days I was in tears over this. Absolutely horrible I need my money back.

    Business Response

    Date: 11/07/2023

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

  • Initial Complaint

    Date:10/16/2023

    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.
    Calibrate has been nothing but an extremely expensive nightmare. From the very beginning, their app has been completely unusable. Initially, you weren't able to track the measurements required in order to be eligible for the Calibrate guarantee of losing a certain percentage of bodyweight over the yearlong program. Even after the tracking was fixed, the app remains horribly glitchy, after multiple updates. For instance, right now I can't use the app to contact Support or the Medical Team so I have no way of reaching anyone at Calibrate. When you are able to use the in-app messaging, it takes up to a week to receive a reply from anyone and then most of the time, the responses are completely unhelpful. The medication I was prescribed goes out of stock frequently which forces me to stop dosing abruptly and then repeat titration to the therapeutic dose over and over again, ensuring 0 continuity and success. I asked about a refund at one point and was told that they don't give refunds for not being able to receive your medication consistently. I am so frustrated at this point that I've stopped taking the medication, which wasn't helping me anyway (I gained weight while taking it), so I'm essentially paying $137/month (the cost to finance the program through Affirm) for absolutely nothing.

    Customer Answer

    Date: 11/09/2023

    Better Business Bureau:

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

    Sincerely,

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

    Business Response

    Date: 11/10/2023

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

  • Initial Complaint

    Date:10/16/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I entered into an agreement with calibrate earlier this summer and paid the program fee. Since then, I have been extremely unhappy with the level of service (or lack thereof) and failure to respond to support messages and concerns. I am still waiting for the company to provide me with my refund and I continually get sham responses any time I reach out. All they do is take your money with no intention to actually help you or your health. A complete fraudulent business practice and disappointing in todays already difficult world. Shame on them taking money from vulnerable people when we are all already struggling. No business sense, no ethics, and no moral compass.

    Business Response

    Date: 12/14/2023

    This member has been refunded as of 11/27/2023, for additional information please review the confirmation email sent to you from ***********************************

  • Initial Complaint

    Date:10/12/2023

    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 prepaid $1625 to Calibrate for their Medication Coverage Guarantee Program. As I understood it, Calibrate guarantees that the initial cost of GLP-1 medication with insurance will be $25/month or less after any deductible is met.Calibrate has not been able to secure this as described and has no process to communicate with a live person to discuss or receive information. You can only communicate through a portal and have to wait days or weeks for a response. I spent over $2,000 on initial prescriptions and then had to lapse on on the medication because Calibrate did not communicate or obtain a prescription. Their business practices appear to be deceptive at the very least. The accept full payment without delivery of any services and no ability to discuss the process.

    Business Response

    Date: 10/12/2023

    Per the terms and conditions and refund policy agreed to upon signing up for the program, the member is not eligible for a refund. 

    terms and conditions agreed to: *****************************************************************************************

    refund policy agreed to: ***********************************************************************

    "Ongoing Medication Coverage

    Medication coverage for the duration of your Calibrate Year is not guaranteed and may not be clinically appropriate. Your Medical Team will work with you to adjust medication as determined based on your progress, and can include medication changes and adjustments as well as clinically appropriate duration of use." 

    For further assistance please continue to reach out directly through our Support Channels, as they had reached out regarding this as well. 

    Customer Answer

    Date: 10/24/2023

    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:

    This appears to be a deceptive business practice and would suggest that this be referred to the ** AGs office into marketing practices.  Why would they accept payment in full if there is no guaranty that a customer/patient will be covered.  Suggest more thorough review of how many clients pre-pay and then are  not able to obtain the medication.

    Perhaps an initial deposit until it is determined if there is coverage?  That way many more consumers would not be harmed financially.

     

     

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 11/10/2023

    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.

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

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