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:10/17/2022

  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.

  In early 2022 I signed up for Calibrate. When I signed up I weighed almost 300 pounds. I was learning about their program and completing the online lessons. I was meeting with my coach and taking the prescribed meds and everything was going well enough. I felt like the customer service was lacking - very slow and my "coach" meetings were so short that they were sort of useless. In June my weight was down to 260 and I was making better lifestyle choices and I was content with the program. Suddenly mid June I stopped getting my prescriptions. They just stopped sending them. I tried reaching out in every way possible and got the runaround from everyone I talked to. They tried to blame it on my health insurance, which doesn't make sense because my health insurance was never paying for the meds to begin with. Then they said that they had accidentally mailed the meds to the wrong address. There have been so many excuses and unreturned messages and phone calls. It is now early October and I have not had my meds for almost 4 months. I have almost gained back all of the weight I lost. Calibrate has started working with **** **** to supply meds and I have been working with ******** and I finally got it all worked out to get my meds delivered to me at the end of the month. I spent somewhere between $1000 and $1500 and I feel like I was cheated out of that money. No one from the company has tried to apologize or make things better. I think Calibrate could have been and can be an amazing program but they got too big for their britches and left me, and several other people, cheated.

  Business Response

  Date: 10/20/2022

  Thank you for the information. We take pride in providing excellent service for our members. As a provider of healthcare services, we must ensure that we comply with all HIPAA requirements. If a member is unhappy with our services or  the care or treatment they have received, we welcome the opportunity to discuss these concerns directly with our member. We therefore request that you direct anyone to ****************************************** and I will personally ensure a prompt response to their concern is provided.
  
  Warmly,
  
  Team Calibrate

• Initial Complaint

  Date:10/14/2022

  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 purports to be a weight loss program - nutrition, medical oversight, prescription management, and one-on-one support. I now understand why they charge the full $1,649.00 upfront - so you can't cancel when you know the truth.Nutrition is a folder of materials mailed to you in a Welcome Kit. They have food triangles for each stage of the program, but it's not as clear-cut as it sounds. "Is this food green?" ** this triangle it's green, on this one it's yellow-green, on this one it's orange, unless it has this ingredient that makes it red. There is no orientation for new members and no interactive way to confirm where a particular food falls on any given triangle. Just paper.Medical oversight is non-existent. They order ************, and you have a 30-minute call with a doctor to discuss the results which isn't nearly long enough. That doctor sends you back to your PCP for EVERYTHING other than attempting to get you a prescription for a GLP-1 medication. Follow-up questions must be posted in one of their two support channels through their app - that functionality is NOT available on the web browser. **e-on-one support is 15-minute bi-weekly coaching sessions. I had three sessions and got nothing out of them - too short and ineffective. I requested a different coach and got ghosted. I was later told my message was missed due to the hurricane. The communication and response times are abysmal. If you post in the wrong support channel - meaning it should go to General Support, not Medical Support, or vice versa - you are told to post in the correct channel, where you go back to the bottom of the queue.Calibrates refund policy is very strict because they know they wont deliver but want to keep your money. I voiced my extreme dissatisfaction and asked for a pro-rated refund of $1,166.67. Denied. I asked for it to be escalated. Denied. I got NOTHING from this program but a scale and a broken tape measure.

  Business Response

  Date: 10/14/2022

  Thank you for your comment. Member experience is extremely important to us and we appreciate the opportunity to connect with you offline to address your concerns. Please email us at escalations@joincalibrate so we can better assist you.
  
  Warmly,

  
  Team Calibrate
  

  
  

• Initial Complaint

  Date:10/14/2022

  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 messaging and calling Calibrate for help and support. I have left numerous messages and voicemails. They refuse to help or call me back to resolve my issue

  Business Response

  Date: 10/14/2022

  Thank you for your comment. Member experience is extremely important to us and we appreciate the opportunity to connect with you offline to address your concerns. A member of our team reached out yesterday, 10/13, and the issue is being resolved.

   

  Warmly,

   

  Team Calibrate

  Customer Answer

  Date: 10/18/2022

  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 

  no they didnt   

   

   

   

   

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

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

  Business Response

  Date: 11/01/2022

  Thank you for the information. We take pride in providing excellent service for our members. As a provider of healthcare services, we must ensure that we comply with all HIPAA requirements. If a member is unhappy with our services or  the care or treatment they have received, we welcome the opportunity to discuss these concerns directly with our member. We therefore request that you reach out to ****************************************** and I will personally ensure a prompt response to their concern is provided.

   

  Warmly,

   

  Team Calibrate

• Initial Complaint

  Date:10/13/2022

  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.

  I joined Calibrate in July of 2022, hoping to make progress on my weight-loss/health journey. Initially, things were good. I was evaluated by a medical professional and prescribed medication that helped me lose weight. Shortly thereafter, I began to experience the problems that others are complaining about: my coach canceled or was unreachable, the medication was not refilled in a timely manner and the app was malfunctioning. To date, I have requested a refill of medication for over three weeks now and have received messages that my prescription has been refilled but it has not been refilled. It is impossible to speak to an actual human. How can a medical provider refuse to actually speak with a patient about a critical medical issue? If I could do this again, I wouldnt. Id work through my primary care physician for the medication and join Noom. The fact that they prescribe medication that has potentially significant side effects and should be managed with medical supervision, yet they make it impossible to speak to an actual human, let alone a doctor. This seems to be a huge ethics violation and certainly poor customer service. Read these complaints. Believe them

  Business Response

  Date: 10/14/2022

  Thank you for the information regarding ********* ****. We take pride in providing excellent service for our members. As a provider of healthcare services, we must ensure that we comply with all HIPAA requirements. If a member is unhappy with our services or  the care or treatment they have received, we welcome the opportunity to discuss these concerns directly with our member. We therefore request that you direct ********* to me at ****************************************** and I will personally ensure a prompt response to their concern is provided.
  
  Warmly,
  
  Team Calibrate

• Initial Complaint

  Date:10/12/2022

  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 failed to provide the medication I signed up for within a reasonable time frame resulting in a significant amount of wasted time, money, and risk to my health. They failed to respond in a timely manner to my concerns and assigned me a provider who was not able to practice in the state of my residence. I signed up for the program on 5/29/2022 and have still received no medication due to communication failure on their part. I was supposed to have my first doctors visit in July 5th and they assigned me a provider who couldnt see me due to my location. After telling them my location, they again assigned me a provider who couldnt see me due to my location. This resulted in over a month delay in my first appointment and subsequent medication prescription. They continued to charge me a monthly fee of $135 despite receiving no medication or medical screening, they had no way of even knowing if it was safe for me to be on their program. I requested a refund or at least a pause in the program multiple times and only recently was able to get them to pause my program. They had labs drawn that werent evaluated for over a month, and failed to inform me of a abnormal result during that time resulting in me being unaware of the abnormal result and having no ability to do anything about it. They also told me that I wouldnt need a pre-authorization based on my insurance which was ultimately false, resulting in another months long delay in receiving my medication. Ultimately, I lost my insurance before they ever were able to send my prescriptions through and I wasnt able to take the medication, and they STILL wont give me a refund.

  Business Response

  Date: 10/14/2022

  Thank you for the information regarding *************************************. We take pride in providing excellent service for our members. As a provider of healthcare services, we must ensure that we comply with all HIPAA requirements. If a member is unhappy with our services or  the care or treatment they have received, we welcome the opportunity to discuss these concerns directly with our member. We therefore request that you direct ******* to me at ****************************************** and I will personally ensure a prompt response to their concern is provided.

  Warmly,
  
  Team Calibrate

• Initial Complaint

  Date:10/12/2022

  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 joined Calibrate in July signed up for my first visit in August, uploaded my labs as directed and was told all was okay. On the day of my first appointment was getting ready to sign in and received a message that stated my appointment was canceled. I then received another message stating I missed my appointment. It is very difficult to contact the company but I finally did and was told my labs were not uploaded in the right format so thats why my appointment was canceled. This information was not given to me this was very unprofessional. I then tead where my email was wrong and had to be updated it was never wrong one was added but the original has been the same. So I finally meet a provider go through everything only to be told it will be another month before I get medication. Now I get an email 10/10/2022 for coaching still with no medication yet you have been taking my money. This is not the way to conduct business and I would like a refund are free treatments at the end of the treatment

  Business Response

  Date: 10/14/2022

  
  Thank you for your comment. Member experience is extremely important to us and we appreciate the opportunity to connect with you offline to address your concerns. Please email us at ************************* so we can better assist you.
  

  Warmly,

  Team Calibrate

  
  

• Initial Complaint

  Date:10/12/2022

  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.

  On June 28, 2022, I paid $1,574.00 for the Calibrate program. The Calibrate program is advertised both on television and via their website as a physician guided/assisted weight loss program. The program terms GUARANTEE that you will be prescribed and issued weight loss medication. I was prescribed Mounjaro after a significant delay (8 weeks) and only upon threatening to report them to the attorney general and/or the BBB. The prescription was for a month and was at the 2.5MG level. You are supposed to taper up to a 5.0MG dose for the following month. You are also supposed to receive physician support/consultation after 1 month. Neither has been scheduled. I have been unable to obtain the medication, and at this point am 1 week past dose. Repeated attempts to contact them have gone unanswered. I would appreciate them scheduling the physician check-in and receipt of the medication which was guaranteed. Either deliver the medication and physician support or refund the money I paid.

  Business Response

  Date: 10/14/2022

  Thank you for your comment. Member experience is extremely important to us and we appreciate the opportunity to connect with you offline to address your concerns. A member of our team reached out, and the issue is being resolved.
  
  Warmly,
  
  Team Calibrate

• Initial Complaint

  Date:10/11/2022

  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 September 19 and I still have not been able to meet with anyone about the program. It's also impossible to get help - you can't call anyone, so you have to use the app message feature, but it takes them days to respond. They respond with follow up questions, so then when you reply, you have to wait days again. It ends up taking over a week to deal with a simple issue. Today was the last straw when I signed in for my first doctors appt (after waiting over 2 weeks) and the Dr. did not show. I went into the app and saw that my appt had been rescheduled (with no prior notice) for a time I can not make. But there's nobody to speak to about changing the time. At this point I would just like a full refund of $1,649. I have zero confidence in this program. Really unprofessional.

  Business Response

  Date: 10/14/2022

  Thank you for your comment. Member experience is extremely important to us and we appreciate the opportunity to connect with you offline to address your concerns. A member of our team reached out, and the issue is being resolved.

  
  Warmly,

  
  Team Calibrate
  

  
  

• Initial Complaint

  Date:10/07/2022

  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 Calibrate program back in March 2022. I pay a monthly fee of $133.00 plus medication co-pays. On 3/18/22 they sent me the outline of the program including he medical support I would be receiving, I have all of that documentation. They explained who to reach out to depending on the situation. I met with a physician via zoom for approximately 15 minutes, ***************************************. In this introduction message they stated I would receive updates about medications. It also stated the plan: medical check-in 1 month after starting meds, etc. I have never had any follow-**** I am not getting my injectable medication on time and now not at all. I have been in contact with the pharmacy and they have not received medication orders or authorization from the Calibrate team. I have emailed and messaged the calibrate team daily, and more. No one answers, no one will call me. I honestly feel like this is a big scam, just a money factory. Nothing they promised has been done. Each month my medication is not on time due to calibrate doctor has not updated the prescription. This is causing me to be off my medication and have to restart late which ,makes me sick every time. Now I am not getting my medication at all because they have not responded to me or the pharmacy but continue to collect my money. I dont honestly think this is a legit business and that it is solely profitable for the owner. I believe this whole program should be reviewed by a medical board. I am happy to provide all records from the day I started. I have tons of messages I have sent, no response or an automated response that has no relation to my question. I have asked for a call several times and never had a response. This makes me truly believe this company is a money making scam. All I have asked for is my medication and health questions answered. Theres not been any follow-up at all

  Business Response

  Date: 10/14/2022

  Thank you for your comment. Member experience is extremely important to us and we appreciate the opportunity to connect with you offline to address your concerns. A member of our team reached out, and is awaiting your reply to resolve the issue.

  
  Warmly,

  
  Team Calibrate
  
  

• Initial Complaint

  Date:10/04/2022

  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 started with Calibrate one year ago in October, 2021. Since that time, I have consistently had difficulty getting the medication that was part of the Calibrate promise. There were holdups in March for Wegovy for a reason I still have not been able to ascertain, causing me to abruptly stop the medication (which shouldn't be abruptly stopped). They switched me to Ozempic, and I was not sent the medication I was prescribed. I got several emails telling me there was an industry-wide shortage, but even with multiple emails and messages, I never got a response. I cancelled my year-long membership THAT I PAID IN ADVANCE on Aug 17th because I wasn't receiving the medication at all, and no communication. I would like my money back for this Calibrate membership. They did not fulfill the terms of their contract with me.

  Business Response

  Date: 10/14/2022

  Thank you for your comment. Member experience is extremely important to us and we appreciate the opportunity to connect with you offline to address your concerns. Please email us at ************************* so we can better assist you.
  
  Warmly,
  
  Team Calibrate