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:10/11/2023

  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 was doing research on the internet for weight loss medications. I was working through the prompts. I decided I did not want to use the company. and backed out of everything. This was September 29. the next day I was looking at my bank account and I noticed that $1749.00 was taken out of my account from **********************. I spent hours trying to locate a phone number. there was only email. I sent several emails from September 30 to today's date. I still have not received my refund. they only sent me pre scripted emails, so they do not really answer my questions. just that it will take **** days. I just want my money back in full. I never opted to begin the program and I most certainly did not opt to pay them $1749.00 they can sent my money back my account for mail me a check for the full amount my name and address ************************* ***** ************* *******, ** *****

  Business Response

  Date: 10/12/2023

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

• Initial Complaint

  Date:10/02/2023

  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.

  Calibrate customer service does not respond to multiple messages regarding medication refills. Calibrate failed to respond to its designated pharmacy, Pillpack regarding authorization to refill a medication. As a result, the medication refill was cancelled, and I did not receive the medication during course of treatment.

  Business Response

  Date: 10/09/2023

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

• Initial Complaint

  Date:10/02/2023

  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.

  08/24/2023 when I tried to make appointment for labs the number was not working. I sent message to calibrate, no reply. I got tired of everything taking so long and sending messages. I asked for my money back and how to return the scale. No reply I asked them to cancel my subscription.

  Business Response

  Date: 10/09/2023

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

• Initial Complaint

  Date:10/02/2023

  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.

  Entered into agreement on 3/24 using Affirm financing for $1649.00. Couldn't get an **** with a doctor until *** and received very little help with setting up lab work. Dr **** was 5/23. 1st coaching session 6/1. 6/13 sent an email about considering canceling because of issues with app not working and no support response to questions/ concerns. Received email saying meds had been approved on August 24th, but it was never actually approved (per my pharmacy, or was so pending). 9/6 I reached out to ask why I received this message when it was incorrect. I did not get a response. 9/24 I sent an email asking for a refund ** I did not receive medication as promised and the lack of response to my questions/ concerns in app. I was told that I was not eligible for a refund, but not why. I asked why but got no response.

  Customer Answer

  Date: 10/02/2023

  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:10/02/2023

  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.

  Messages closed with no resolution. Took months to get the second year started correctly. Now no meds filled. Claims its insc but first year had no issues and now paying for a non refundable masters program there are issues. Send In support tickets and they **** them closed but never provide an answer.

  Business Response

  Date: 10/09/2023

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

• Initial Complaint

  Date:09/28/2023

  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.

  I joined Calibrate in April ****. I had my doctors visit at the beginning of May. Calibrate guarantees a GLP-1 medication option at $25 or less within 90 days or you receive a refund less a $250 doctor visit fee. At 90 days they still had no options. Finally at about 120 days after was informed that they could not find an option for my. I opted to cancel my membership and receive a refund. They are now trying to only refund $824 of the $1650 that was paid. I would like to receive the refund that is outlined in their terms and conditions.

  Business Response

  Date: 10/09/2023

  This member has been refunded as of 9/20/23, for additional information please review the confirmation email sent to you from ***********************************
  
  

  Customer Answer

  Date: 10/16/2023

  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:

  Calibrate did refund $824 of the $1649 that was paid on 9/20.  The agreement that I made was that if after 90 days (it took them closer to 120 days to finally respond) they could not get a prescription for me at less that $25 per month I would be refund all by $250.  I should have been refunded $1399, not $824.  In the time I was a member, Calibrate discontinued their website and went to app only.  The issue was that once they did that the app was broken for 4-6 weeks.  I could not get the information, therefore there was no benefit.  I also took 3-4 weeks each time I reached out to the support team to get a response.  When I got a response it was a blanket response sent to the masses.  No help what so ever.  I want the remaining $575 refunded back to me, as that was the agreement that was made.  

   

   

   

   

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

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

  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:

  Calibrate did refund $824 of the $1649 that was paid on 9/20.  The agreement that I made was that if after 90 days (it took them closer to 120 days to finally respond) they could not get a prescription for me at less that $25 per month I would be refund all by $250.  I should have been refunded $1399, not $824.  In the time I was a member, Calibrate discontinued their website and went to app only.  The issue was that once they did that the app was broken for 4-6 weeks.  I could not get the information, therefore there was no benefit.  I also took 3-4 weeks each time I reached out to the support team to get a response.  When I got a response it was a blanket response sent to the masses.  No help what so ever.  I want the remaining $575 refunded back to me, as that was the agreement that was made.  
  

  They responded with the same response as the first time. I am aware that I received a partial refund on Sept 20. That is not disputed. The amount I was refunded was not the agreed upon amount. I would like a refund of the difference. 
  
  
  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  Sincerely,
  
  *****************************
  
  
  
  
   
  
  From the Business on Thursday, December 14, 2023
  This member has been refunded as of September 20, 2023, for additional information please review the confirmation email sent to you from ***********************************
  

   

   

   

   

  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 has been issued a prorated refund on September 20, 2023, to account for their Metabolic Health Assessment and time spent in the program. If you have questions, please refer to the refund policy, ***************************************************************************;

• Initial Complaint

  Date:09/26/2023

  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 engaged in and paid for the Calibrate program on June 29. 2023.I requested a refund minus the $250 dr **** fee (August 10, 2023) on September 20, 2023 because Calibrate did not secure the medication for me, and I was able to secure the medication through insurance and my doctor outside of Calibrate as of this date, well before the 90 day from calibrate dr **** date. I need the medication, so I was exploring all options to obtaining it.I still expect a refund in the remaining amount, $1399. Calibrate has responded to my request 6 days later, saying theyre unable to issue a refund due to the terms. I have attached the terms here. If they are expecting me to wait until November 9, 2023 (90 days from Calibrate dr **** date) then Im happy to do so, knowing that they will not be able to secure medication for me by then, as Ive already got it covered through my insurance outside Calibrate as of September 20, 2023. I simply want a refund. Their responses and services are extremely slow:1. I enrolled and paid 6/29/2023, calibrate dr **** did not happen until 8/10/2023 without which medication could not be obtained. 2. Its already been almost 2 months since this Calibrate dr **** and still no medication has been approved.I do not feel the services provided by Calibrate are what was promised on enrollment. I have also attached their response to my refund request to show that their average response time is 6 days. I feel obligated to warn others that *** be considering joining this program. Refunds should not require so many hoops to jump through. Couldnt secure the med? Refund requested. Refund issued. Refund request timeframes outlined in their terms are not honored! Even my doctor outside Calibrate mentioned to me that one of her fellows was interviewing for a job with Calibrate and noticed their practices of putting patients on the medication, once secured, and not titrating dosages up safely, advising patients to increase dose in the span of just 1 week!

  Business Response

  Date: 10/04/2023

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

  Customer Answer

  Date: 10/06/2023

  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:

  The company touts to provide GLP-1 medication for $25/less to customer. Theyve sent a prescription to my pharmacy for $45. Services promised have not been rendered and should they not provide another medication at stated written cost in the next month, I plan to pursue a credit card dispute on November 10, 2023 (90 days from my Calibrate dr **** -according to their terms). They are stating theyre assisting me through support. No support has been provided with responses every 7 days if any. 

   

   

   

   

  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 11/9/2023, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:09/26/2023

  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.

  Hello, I signed up for a membership with the Calibrate health program. They have a $1600 program that splits it into payments of 145 every month. They are a health program with doctors promising to work with you to prescribe weight loss medication. I had an appointment with one of the doctors back in July, and I was told it would take some time for them to get insurance approval for medication, but that they would be able to. I noticed calibers communication was Very slow. Anytime I would message them with questions. It would take days to weeks to get a response. There is no phone number in there is no way to contact anybody other than send a message through their very confusing online portal which marks your message as or resolve every time you look at it. I was assured, they calibrate that they would be able to find insurance coverage no matter what, and they would keep working on it even if it was rejected. Well, I got a message from them at the end of August saying that all Options they tried were rejected by my insurance and then I have the option to cancel for a refund. Due to their slow response times and not having heard from them for weeks. I did not see this message until about two weeks later. I messaged them back on September 13 saying that I would like to cancel and receive that refund and then they took Days once again to reply, saying that I was no longer eligible for a refund and that if I canceled, I would still be stuck paying for this. Calibrate was so open ended with their response times. Their communication was so poor and hard to read or find, I dont know how I was supposed to see it, and they canceled within a certain timeframe when their communication is all over the place. This is a scam and this is unclear and unfair and I would really like some help with this as I have only used The doctor visit out of this entire program. They said I should be *********** a refund less that doctor visit thank you. I attached screenshot, showing their confusing messaging system as well as proof of them taking weeks to respond

  Business Response

  Date: 09/29/2023

  Per the agreed upon refund policy, this member is not eligible for a refund at this time. She has been notified by the Support Team regarding this and of further details. 

  Calibrate notified of no-path: 8/25/23

  Member responded: 9/13/23 (19 days) 

  Refund policy agreed to upon signing up for the program: *************************************************************************

  "If, however, there are no low-cost GLP-1 options available for you, then the Calibrate team will notify you via a message in the Support Channel of the Calibrate app. Once notified, you may either 1) request a refund and withdraw from Calibrate; or 2) stay in the Program without GLP-1 medication. If you stay in your Program without a GLP-1 medication then you may remain eligible for our Results Money Back Promise. You must notify Calibrate in writing by responding to the message sent to you in the Support Channel of the Calibrate App of your intention to pursue a refund within 7 business days of receiving a notification of no path to medication. If you do not notify Calibrate in this window, we expect you are continuing in the Program, and, as a result, you waive your right to a refund."

• Initial Complaint

  Date:09/22/2023

  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 signed up for Calibrate on or about August 21, 2023. Ive provided the company with my required lab work and have yet to receive any service. Ive attempted to reach the company via email and phone on numerous occasions and have not received a response. Ive requested that they cancel my membership and issue a refund. They have not. I ask that the BBB assist me in me in obtaining a full refund, cancel my membership with this horrible company and stop Calibrate from taking any additional funds. In addition, this company should be investigated and shut down for fraudulent activity. I see now that Im one of many to file this type of complaint. Thank you.

  Business Response

  Date: 10/04/2023

  This member has been refunded as of 9/27/23, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:09/22/2023

  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 to use the program back in May and after much back and forth and misleading communication, I never received the desired product and was unable to make any inroads with their support team because they take more than a week to respond to any complaints or issues. It's a complete sham of a company.

  Business Response

  Date: 09/26/2023

  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.