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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

  • 1,042 total complaints in the last 3 years.
  • 8 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:08/22/2022

    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.
    Calibrate did not meet the promised results in their money back guarantee but is not giving me my money back. I signed up a week prior to when their guarantee is stated to have started, however due to their lag time did not start the program until 2 months after that date. In addition they accepted me into the program at an age that they could not provide their service for the entire year. I signed up the beginning of June 21. I did not actually start the program until September 21 due to their lag time. I made several complaints along the way regarding the poor results I was getting but no changes were made. Because of their delay in starting I turned 65 prior to the scheduled end of my year which would have been mid September 22. When I turned 65 they became unable to provide services due to ********* This should have been noted prior to accepting me and taking my money. There were also two instances in which I went a week each time without the prescribed medication due to lapses on their part. They are refunding me August and September but I feel they did not meet their commitment and should honor the money back guarantee since I actually started the program after it was offered and I gave them multiple opportunities along the way to correct or separate me from the program with a refund at that time. I am unable to provide supporting documents as my access to the app was blocked at approximately the same time I was notified they could no longer provide me service. I had been waiting for a manager to contact me for 6 days when I got the message this morning so I was unable to speak to anyone.

    Customer Answer

    Date: 09/14/2022

    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:08/22/2022

    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.
    I joined Calibrate on February 6, 2022 to lose weight and get healthy. I was told that I would receive a GLP-1 med called Ozempic every month for $25 to Aid my weight loss. In July members got an email that stated PillPack would be contacting us to set up our new prescription within a few days. I didn't hear from them until last week (August) and they advised me they needed a prior authorization from the doc at Calibrate. I contacted her through the portal twice and have heard nothing. I want a refund. I have one shot of ozempic left and it's not advisable to start and stop it since you build up to the maximum dose gradually. Please help me with the refund as no one will answer my emails *************************

    Customer Answer

    Date: 09/15/2022

    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:08/19/2022

    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 have attempted to reach out to Calibrate using their online channels to get a prescription refill. My medication was changed without it being discussed with me prior. There was supposed to be a medical check in that never occurred. I have attempted to contact Calibrate to resolve this issue via their website and email but have not received any response.

    Business Response

    Date: 03/09/2023

    Member was informed of their prorated refund of $820 on 8/29/22 and has since exited our program. We consider this complaint to be resolved. 

  • Initial Complaint

    Date:08/18/2022

    Type:Service or Repair 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 Health committed to provide coaching and secure ***** medication and prior authorization using my medical insurance for health and weight loss purposes. When Calibrate ceased using their pharmacy concierge I was offered to switch to my local pharmacy or a Mail order pharmacy. I chose my local pharmacy. I requested the new prescription and prior authorization be sent to my local pharmacy when I still had 4 weeks of medication remaining. This was sufficient time to complete the Prior Authorization process. I checked in with the pharmacy and my insurance in 2 weeks and there had been no movement. I checked again and received no response from calibrate on the status. When I had one week of medication left I had still not received a prior authorization or any contact from calibrate despite messaging in the program app, emailing and calling. I have spoken with 2 health coaches at Calibrate who have said they would escalate the situation but have had no movement. I am now 3 weeks without medication. That is almost 2 months since initial new **************************** request. Still no movement. And calibrate refuses to validate that I am on the program and actively participating so my primary doctor can prescribe and complete the Prior Authorization. This is all against the initial commitment I agreed to with the program.

    Business Response

    Date: 03/09/2023

    Member was informed of their prorated refund of $495 through Affirm on 9/23/22 and has since Exited our program. We consider this complaint to be resolved. 

    Customer Answer

    Date: 03/20/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and this was the only solution offered by the business. This resolution is very minimally satisfactory to me and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:08/18/2022

    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 did a great deal of research before joining Calibrate. I reached out to one of their reps in writing via email in November 2021 and was assured that part of what I was paying for with Calibrate included prior authorizations. **** marketed on being a flawless, comprehensive team dedicated to helping the patient navigate insurance to get med coverage. I joined in January. I had issues from the start. My labs weren't ordered as promised, and I had to reach out for weeks to get those set. I had been on Ozempic for diabetes prior to this but was willing to pay the $1520 fee for Calibrate to deal with the insurance side of things, knowing the time I saved would pay off. I'm a busy insurance adjuster- I don't have time to fight with pharmacy benefit managers. ****, I've requested a prior auth for Mounjaro for 2 months now. ***** It takes weeks to get a response from someone. Emails have been sent out apologizing to members for Calibrate's shortcomings- clearly they know they have issues. The only way I was able to get my scripts sent was to ask their ******* rep. **** blanket sent over scripts for each level of the Mounjaro, but didn't send a prior auth- something I told them was required for Caremark. Instead of sending the PA as was part of their end of the bargain, they directed me to ********'s website, where savings cards are available for anyone- I could have done that! Meanwhile, I go to pick up my script during month 2 of waiting for the PA with the savings card and am told that I won't be able to use the card next month because a PA wasn't submitted, and **** requires this to confirm coverage for commercially insured patients. I send a complaint, again, and Calibrate calls CVS and tells them I'm alleging I haven't been able to get my meds. I have spent hours dealing with this to no avail. Calibrate has failed to fulfill it's obligation to its members, and should be investigated like Cerebral. I'm requesting a full refund and an investigation into their platform.

    Business Response

    Date: 03/09/2023

    Member was informed of their full refund of $1520 on 8/29/22 and has since Exited our program. We consider this complaint to be resolved. 

  • Initial Complaint

    Date:08/18/2022

    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.
    I'm seeking a refund from the company based on the guarantee that it provided in its terms. I've followed all steps and requested the refund, but they now ignore my messages. Over the past year, they have been slow to respond to e-mails, late to provide updates, and have not provided help on prescriptions since the end of March. I paid $1,550 on 7/27/2021. It's been a disaster. Their sign-up guarantee said that if I followed all of the steps, but the program was not successful in one year, they would provide a refund. I'm now seeking that refund.

    Customer Answer

    Date: 09/11/2022

    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:08/17/2022

    Type:Service or Repair 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 joined Calibrate in March. Ive noticed that they have communications issues with their support teams and take extended amounts of time to respond to queries and requests, some of which can be medical and time sensitive in nature. Moreover, there is no way to get in touch with someone live or via the phone. You simply have to wait for however long until your message is answered. All of these problems came to a head when the company switched pharmacies to pill pack earlier this summer.Over the past 6 weeks, Ive asked through several different channels (support, my coach) about resending my prescription for for medication. While my coach did help, the support channel did not get back to me for nearly 2 weeks and then still did not send my prescription correctly. I contacted my PBM and pill pack myself, and I am still in limbo while they wait for days for Calibrate to answer. At this point, I went without prescribed GLP-1 medication for over a month. This is simply unacceptable for a program based on providing customer support to its members as basis of membership. The weekly updates from the *** and offering an extra month when many members have already been deprived of services paid for for a month or more is unacceptable.I no longer wish to be a member or pay for their product as they have long been not delivering.

    Business Response

    Date: 03/09/2023

    Member was informed of their full refund of $1620 through Affirm on 8/23/22 and has since Exited our program. We consider this complaint to be resolved. 

    Customer Answer

    Date: 03/15/2023

    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.





     

  • Initial Complaint

    Date:08/17/2022

    Type:Service or Repair 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 signed up for Calibrate in June 16, 2022. I finally met with a doctor July 12, 2022. It is now August 17 and I have not lost any weight. This program feels like a scam. I paid $1570 and I have received little guidance and no help with medication. When you try to contact them for help, and there is no reply. I joined because I need help losing weight, and they just take my money and dont give any help.

    Business Response

    Date: 03/09/2023

    Member received medications on 8/25/22 and is still active in our program. We consider this complaint to be resolved. 

    Customer Answer

    Date: 03/15/2023

    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:08/17/2022

    Type:Service or Repair 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 signed up for Calibrate which offers services for health and wellness, including access to medical support and prescriptions. Calibrate also offers health coaching. My experience with the health coach was inappropriate at best and harmful if I call it what it really is. She seemed to be under the influence of something, she started to cry when I told her I was not comfortable sharing with her (after she had gone on multiple tangents). Additionally, the medication arm of the company has been behind- I am over a month without the medication I was prescribed and after numerous attempts to contact someone, have still not heard back. This company is charging a HUGE amount for services and products that are not being provided.

    Customer Answer

    Date: 09/12/2022

    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:08/17/2022

    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.
    I started with Calibrate in February 2022. Everything has been phenomenal. The program has worked for me, the coaching sessions are great, and I have received my medication in a timely manner. However, this month, my medication ran out and I cannot get anyone at Calibrate to respond. I have emailed them multiple times and I have used the app (as instructed) to communicate with them. I keep getting messages like this in response: "Hello and thank you for your request. This reply confirms weve received your message. We are experiencing higher than normal message volume, and our response times may be slower. Messages are returned in the order theyre received, and we are working hard to get to each one. Please note that because we respond from oldest to newest messages, each new message you send to the Support Team will slow our response time to get back to you." I paid $1,600 for this program and it is distressing that they would refuse to respond or at least notify me of what is going on. I don't really want a refund, because the program works. But, the complete lack of communication is distressing.

    Customer Answer

    Date: 08/17/2022

    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,

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



     

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

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