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:09/06/2022

  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 in June. 1. After my initial consultation, they submitted my prescription to my insurance. My insurance requires authorization, and they failed to provide enough documents to get my prescription. I messaged them multiple times, and got assured no actions to be taken. 2. After almost two months without medication, I escalated the issues to their social media account and finally got some attention. And they directly discarded my previous prescription and tried to get me on a different medication, ********. They sent the prescription to the pharmacy, and but failed to call the pharmacy in time to provide the coupon. I had to visit the pharmacy myself to apply the coupon myself. 3. After that I finally got my prescription, and I only had ONE check-in from the medical team regarding taking the medication. 4. I have regular bi-weekly check-in. I was trying to reschedule my recent coaching session that was supposed to happen on last Friday since last Tuesday, and found no availability throughout the year, what a joke! And I then left many messages in the support channel, and all I got was multiple bot responses. When I inevitably missed my coach sessions, I got an email telling me how to reschedule pointing to the same system with no availability. The support channel has not been helpful at all in the app. 5. I'm trying to get a new month of ********* switching from 2.5mg to 5mg as expected, and my pharmacy told me they had sent everything to my prescriber, and got no response to authorize, and I cannot get my ******* because of this. Again, when I messaged the support channel, I got no response.I want to close my account, and get a full refund out of this.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1570 through Affirm on 9/15/22 and has since Exited our program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:09/02/2022

  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 Calibrate in April of 2022. I received my initial conciliation and prescription for ********* and *******. On July 17 I contacted Calibrate thru the app to advise I should have received my refill but hadn't. They responded the next day to advise the prescription had been sent to Truepill on 7/13/22 & I should call to expedite my refill. I called Truepill and they advised there was nothing on file. I contacted Calibrate again & they called truepill to resolve the issue. This process to almost 1 month of which I was without *********. So I inquired about the ******* on 8/10/22 so I wouldn't have the same issue. No one responded. So I inquired again on 8/16/22 and was advised there were delays and to be patient. Request an update on 8/30 with no response, to which my follow up was to ask for a refund. Please help with getting a refund.

  Business Response

  Date: 03/09/2023

  Member received medication and is still actively engaged in our program. We consider this complaint to be resolved.

• Initial Complaint

  Date:08/31/2022

  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.

  I joined Calibrate in August of 2021. The program seemed to go well until November, when the medicine made me so sick I was hospitalized. The medical support they said would be available 24/7 was not, and I ended up owing the hospital as much as I paid for the entire program. Then I took a break to deal with some personal issues, and my insurance changed. When I tried to return, they could not figure out my insurance, didn't fill my prescription, and changed the medicine three times when they did. Now my coach keeps canceling, I STILL can't get my prescription filled, no one has discussed the labs they insisted I get and NO ONE replies to my pleas for help. It has been an utter disaster from the very beginning.

  Customer Answer

  Date: 09/24/2022

  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:08/31/2022

  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 November of 2021 and from then until June of 2022 everything was pretty good. The program is broken out into 4 categories so I will share my comments on each one:Coaching - this has been the best part of the program, no complaints Medication and Medical team - the GLP1 meds work wonders however, getting them or getting an answer to my questions has been near impossible. I do not feel that this is a medically supervised program as I never heard from a doctor unless I reached out and even then the wait time was 7+ days (now 3+) and the answers were not helpful. You are supposed to taper up then maintain then taper down. My taper up was not smooth due to side effects, the maintain part didn't last long enough as the highest dose was too much for me, then when I asked if I should taper down because I was coming up on my 1 year it was hard to get the medication, my prescriptions were not sent correctly and I ran out for a month, by then I had to start all over again. I feel like this lack of communication has damaged my metabolism and now its a mess and I am hungry all the time. I have shared this and not gotten a helpful response, I still don't have any medication and I feel like this was a waste of money because now I'm going to have to do something to fix my metabolism. App - the app is ok, it works most of the time. ************** with the tech support are also long. The medication and coaching works but I do not feel like doctors are actually supervising the program. The switch to Pill Pack was a disaster with no one to contact for help. I send messages as directed and my coach escalates my concerns but I feel like I'm left hanging for weeks on end. I either want my money back or a whole year to do this program again the right way.

  Business Response

  Date: 03/09/2023

  Member received medication on 9/17 and is still engaged in our program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/30/2022

  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 joined Calibrate several months ago under the promise that they would work with my insurer and their pharmacies to provide medicated weight loss. I paid in full up front (as they required) and additionally paid for my lab work. I then scheduled and met with their medical provider. Since then, it has been nothing but an extreme hassle - I have spent countless hours on the phone with both Calibrate's multiple pharmacies trying to sort out the prescription that Calibrate provided. Since Calibrate's pharmacies no longer have the weight loss medication available, Calibrate advised me to find them on my own. After calling around at numerous pharmacies, I finally found one that had the medication Calibrate prescribed available. I contacted Calibrate right away and asked that they forward over my prescription. It has been weeks since then and my pharmacy still has not heard back from Calibrate's medical provider. I have followed up repeatedly through Calibrate's support channel and received promises that they would send over the information the pharmacy is requesting. Since Calibrate knows the medication they are prescribing is not available most places, I asked to be evaluated for an alternative. I still have received no update or information on that. Calibrate took my money up front for essentially a food-tracking app and then I have had weeks and weeks of calling pharmacies looking for availability, trying to reach out to Calibrate's team, and then finally when I find it available, Calibrate disregarded my many requests. I am doing all the leg-work for Calibrate and getting zero help and little response. Why isn't Calibrate working with existing patients to source medication or prescribe alternative medication? They do not have the capacity to deliver on their promises to current customers, but are still taking new customers. I am now seeing another provider for get the prescription I need. I want a refund and to be done with Calibrate forever.

  Customer Answer

  Date: 09/24/2022

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

  Business Response

  Date: 03/09/2023

  Member opted to exist from the program and per our Terms and Conditions, is not eligible for a refund. We consider this complaint to be resolved. 

  Business Response

  Date: 05/26/2023

  Hello. At this time you are not refund eligible as you no longer have an active membership with Calibrate. Thank you. 

  Customer Answer

  Date: 05/30/2023

  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 business is ludicrous. They cancelled my membership without issuing a refund and then cite the cancellation as the reason they can no longer issue the refund.  I’m not sure who they outsourced this complaint to to manage these responses, but its clear there is no one in Calibrate handling these complaints.  I got the same canned response when I reached out to the email address they provided in their last response.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:08/30/2022

  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 July 27th, 2022. I paid in full for services at the time of sign up. At the start, I had issues, set up but no ability to schedule an appointment until I questioned customer support. My ************************** was finally scheduled for August 29, 2022. I never received any email or notification of a link to my appointment and was therfore, unable to attend. This coupled with already long wait that I had, made me want to move on. I requested a refund and was told that because I signed the terms that I would forfiet all of my money because it was passed the **************************. The appointment I never had. Absolutely unacceptable. The terms are written to ensnare consumers into losing over a thousand dollars even if the service isn't up to par. Feels very scummy and scummy for a health company.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1649 on 9/7/22 and has since Exited our program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/29/2022

  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 signed up for the Calibrate weight loss program on May 31st. Part of the program involves using prescription medications to aid in metabolism. The company claims they will obtain medication coverage within two weeks of starting the program, but it can take up to 6 weeks if they must appeal denial letters from the insurance company. According to my insurance company, the first authorization request for a prescription medication was submitted in early July, about two months after starting the program. The request was immediately denied by my insurance, but no appeals or new authorization requests have been submitted since then. I have attempted to contact someone through the Calibrate Support Channels with little success. Calibrate promises a response time of 3 days or less, which is not true. The responses I have received state that they will have someone contact me but that never happens. Instead, I receive general emails from the Founder and Chief Medical Officer on how hard they are working to improve response times. Monthly payments are being deducted from my account, yet I have not received the support or services promised. I would like to speak to someone at Calibrate rather than receiving a chat response stating that someone will be in touch or receiving general emails.

  Customer Answer

  Date: 09/22/2022

  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:08/23/2022

  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 began using calibrate in September of 2021. I had no issues with the program until 6/22. The issues began when Idid not receive information about my prescription refill, a medicine guaranteed by the company. I came to the point where I no longer had any medication available to take. I reached out to the program via their contact channels and did not receive a response for nearly 4 weeks. Throughout this entire time I was without medication. Once I finally received a response, the instructed me to contact a seprate pharmacy and get the medication on my own which has not been the process throughout the program. They instructed me to start the medication again (which is typically tapered on and off) without any tapering given the amount of time I was off it. Since I received no information from the medical team regarding how safe this is, I contacted a local PCP who told me that this practice is unsafe given how long I was off the meds. I am extremely disappointed in how calibrate handled this situation and I will no longer be proceeding with this medically unsafe program.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1500 through Affirm on 9/1/22 and has since Exited program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/23/2022

  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 signed up with Calibrate Health on January 18,2022. My total for the program was to be $1570, plus the cost of medication. At that time, communication was swift and easy, and I was overall satisfied with the program. That changed rapidly beginning in April, when I reached out expressing concern about a nationwide shortage of Wegovy, the medication I had been prescribed. I was told since I was a Calibrate customer, I had no need for concern. In July, I reached out regarding shipment of my medication, as I was on my last dose and hadnt received shipment confirmation. I received no reply. I continued to reach out, via email, app, phone, and social media, and received no response. I finally received a response to my initial request on 7/26, over two weeks after my first message, and a week after missing my medication dosage. The response I received at that point was to tell me that they would try to transfer my medication to a different pharmacy. I expressed concern that it had taken so long to receive any kind of response and that I wasnt comfortable starting back on the medication at my previous dose, as it can cause severe side effects if not titrated properly, and Id been without for nearly 3 weeks at that point. I did t hear from anyone until 8/3, and was told my prescription was being sent to a new pharmacy. I reached out again on 8/11 after still not receiving any information regarding my prescription being sent to the pharmacy. At that time, I also told them I felt that Calibrate was breaking its service agreement. I heard nothing until 8/17, when a completely different doctor offered an entirely new script for a medication that isnt currently approved for weight loss. This doctor has never spoken with me, let alone examined me, and did t even ask to do new bloodwork to see if the medication she was pushing was appropriate for me. I declined. I still havent received my script for Wegovy, and the Calibrate customer service continues to be non-existent.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1570 through Affirm on 8/26/22 and has sinceExited program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/23/2022

  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.

  This company provides medication based on a program. This company has not provided me as a member a refill on a medication , mornjaro, that I have been taking. I pay a monthly subscription fee to this company for the medication but the company has not filled its obligation. On top of this, there customer service says they will respond in 2-3 business days but I have found consistently that it is really 5 to 6 business days.

  Business Response

  Date: 03/09/2023

  Member received their medications on 9/29/22. Re-escalated again in January due to and issue with medication coupon. Member was Saved and is actively engaged in our program.We consider this complaint to be resolved.