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:08/16/2022

  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 began the Calibrate program for weight loss on 4/11/2022 and paid the for the year in full. I have had great results until my medication ran out. I notified the company via the phone app and ask for a resolution but have seen none. I have reached out to them multiple times via the app, my coach and a phone message and have received no response. I agrred to be responsible to hold up my end of the "deal;" by participation and logging in to the app to keep them posted on my progress. As far as I'm concerned, this "deal;" should work both ways. I like Calibrate and have found success with it and would like to continue with the program, but to do that, I need the tools they agreed to supply for my success. If they are unable to comply with their end of the deal, I would like a refund from July forward.

  Business Response

  Date: 03/09/2023

  Member received medications on 8/20/22 and they are Still engaged in our program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/16/2022

  Type:Order 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 a year of coaching and metabolic services and had my sessions repeatedly cancelled. I've not received the medications I requested and it has now been 2 months.

  Customer Answer

  Date: 09/13/2022

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

• Initial Complaint

  Date:08/15/2022

  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 enrolled with calibrate in January 2022. I did my blood work and initial office visit to determine eligibility for the prescription. I had issues with unreturned chats in several occasions but as of June 2022 the pharmacy used no longer filled the prescriptions. I couldnt get anyone to respond and was several weeks late in a refill. I sent several chats that were only responded to with an automated message and there is no number to call to reach a live agent. I finally received a message that the error was with the pharmacy but when I called the pharmacy I also got the run around and had to waste about four hours and 11 calls trying to figure out why I wasnt getting my medication. Had I not called, would I have ever been told? *** since asked three times for a refund because I do not have time to continue to call the pharmacy and message calibrate with no responses. The program is not what it is advertised as without the reliable use of the medication.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1520 through Affirm on 8/18/22 and has since Exited our program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/15/2022

  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.

  I joined Calibrate in November 2021 and agree. To a $1600 membership fee made through monthly installments. All was fine until around May 2022, when the company stopped answering medical and other related questions, which can only be posed via their app. Then the medication provided through Calibrate became unavailable in July. My membership includes medical support and medication. Its been nearly three weeks and *** received no reply to various requests for information, guidance and clarification. The company is fraudulently selling services it is not staffed or equipped to provide.

  Customer Answer

  Date: 09/09/2022

  At this time, I have been contacted directly by Calibrate Health, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  The business did contact me once in August, but the same issues are currently persisting and I've not heard anything from the company. Since the medication I'm on is on backorder, via the only way you can contact them (app) I requested that the Calibrate doctor provide a different prescription. She hasn't responded to this request and it's been nearly two weeks. So I'll run out of the medication I'm on and once again have to wait until they respond. The starting and stopping of medications is certainly a health risk I guess they're willing to take with many of their clients. They continue to not deliver on any aspect of customer service, and the core program I'm paying for.

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 03/09/2023

  First medication was sent on 8/15/22, and second medication was sent on 8/16/22. Member did re-escalate in 1/23/23 due to lack of our responsiveness but has since de-escalated and is still engaged in our program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/15/2022

  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 and things were going great for a couple months. Then they switched providers for medicine and I never received my medication even though I was still charged the full amount. I contacted them multiple times across multiple channels with no response. Now they are only giving me a partial refund. Calibrate did not live up to their end of the terms and conditions and should refund me the full amount.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1545 through Affirm on 8/17/22 and has since Exited our program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/15/2022

  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 on 4/21/22 using a loan through Affirm for *******. I completed all of my necessary lab work and had my doctors appointments and received two medications .I stopped receiving one medication at the end of may and still have not received an answer of why I am no longer getting it. I am now out of my second medication and have sent emails over the past two weeks and left voicemails and have not heard a response. My coach quit working at the program and she was supposed to assist me in getting a response for my medications. I do not feel comfortable stopping and starting medications randomly and I joined this to improve my health. The medications are intended to have weeks to build up to doses and then a weaning period and I am starting and stopping them because the company isnt fulfilling their end of the contract. I would like a refund because I no longer have the coach I was working with and do not feel medically safe with starting and stopping medications and not having any response from the company.

  Business Response

  Date: 03/09/2023

  Confirmed medications were  shipped and delivered through PillPack before 8/20/22 Member is still in our program which is scheduled to end in April 2023. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/15/2022

  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.

  Joined calibrate in May of 2022. Was told they handled the prescription with a contracted pharmacy. After I received medications, the next dosage was the wrong dose, contacted calibrate who took over a week to respond on how to adjust the medication to the correct dose. Did not receive my next prescriptions and requested an update and asked specifically to use a local for pharmacy for both medications. They only sent 1 prescription and moved the other prescription to True pill (this was against what I had requested). Received on prescription for True Pill but did not receive further refills on time. When I contacted true pill, they stated they were out of the medication and to look for another pharmacy on my own. This is against what calibrate advertised. Issued a complaint to true-pill that they failed to notify me of a problem with my prescription, even though they communicated to me they would contact me 2 weeks in advance of the shipment to confirm I still wanted to the medication. True-pill said they notified calibrate who was supposed to work with me on options. Attempts to reach calibrate have been unsuccessful up to this point to discuss my concerns I have emailed, called, and messaged within their application without a response. My final concern relates to counseling they provide. They indicate they will provide bi-weekly counseling at a set time. My last counseling session was cancelled by calibrate, on the next session they had changed my time which I was told would not change unless I requested a change my counselor also changed, no communication was made about the time change. Overall calibrate promises at service that they simply cannot provide. They have charged me over $1500 and have not been able to provide a level of service expected or advertised. I understand medication shortages, however the lack of direct communication with members is irresponsible and dangerous. I would like to speak with a member of leadership.

  Business Response

  Date: 03/09/2023

  Meds were delivered to member on 8/17/22 and they are still actively engaged 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 have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Since the original complaint calibrate has failed to provide a prescription that can be filled despite twice being told my insurance had approved medication.  The medication has not been approved and  NO response from calibrate as to providing prior authorization. To my insurance.  I have tried to contact calibrate and asked for a phone call since January and have had no response.  I would like to speak directly to the company about the next steps is resolving my concerns.  I would to see evidence of prior authorization reques to my insurance. If they have not been sent I would to discussion extension of the program or refund.   The doctor I. The first meeting stated several times they handle the prior authorization.   

   

   

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

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

  Customer Answer

  Date: 03/21/2023

  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:

  [Your Answer Here]

   

  The business has not contacted to speak with me. I would like to speak with them to discuss resolution.  

   

   

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

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

  Business Response

  Date: 03/22/2023

  Someone from our member success team will follow up with this member today

• Initial Complaint

  Date:08/12/2022

  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.

  When signing up for Calibrate, you are required to sign their Commitment Contract which states that if I dont follow the program to a t they have the right to pause or end my program at their discretion. It is unfortunate that since April 9th, Calibrate has failed live up to their commitment providing access to medication and a doctor supervised program. They claim doctor ************ but only give one appointment at the start (doctor only review lab results and side effects of medication). Doctors are only accessible via a messaging system and have failed to refill or prescribe correct dosages. Issues with filling and refilling prescriptions have been since May. I have been reaching out for a refill since August 3rd. I have not had a shot since July 30th (submitted refill request on 7/31) as no one has processed my refill or responded to subsequent requests on (Aug. 8th) from my Coach, and messages to the Medical and Support teams. Their Medical team and Support team have been abandoning clients left and right. Not only has Calibrate stopped communicating with members, but with Coaches as well. Coaches are going so far as to provide names of alternate medications and telling customers to get prescriptions via our PCPs. On August 10th, I did just that. I am requesting a full refund of $1,545 (including the $250 doctor *** as their medical team has fallen through on their commitments) for failure to provide all services as promised. I do not trust in the Support Team, doctors or the corporate team of Calibrate. The Coaches have been the only part of the program of value, and I know this refund and complaint with the BBB will lead Calibrate to remove me from the program. This was not an easy decision to make, as I have done well on the program. My coach can vouch for me.

  Customer Answer

  Date: 09/06/2022

  At this time, I have been contacted directly by Calibrate Health, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [I had several unanswered messages from Calibrate prior to reaching out to the BBB.  Calibrate had one of their Member Experience Coordinators reach out regarding a "recent issue", but did not refer to the BBB complaint (correspondence attached).  When I responded back to clarify and asked for a way to reach a mutual solution, I was told in a follow up my options would be a four month extension or to quit the program - no further room for discussion - take it or leave it..  I do not feel that this is an acceptable response on their part.  Their medical team reach out me with an offer to fill a prescription of another medication, I agreed.  But AGAIN they submitted it incorrectly.  They submitted six prescriptions for doses that I wouldn't need for several months.  They told me they  would correct the issue, but when I went to the pharmacy on September 3rd, no one from Calibrated connected with them.  I had to work with the pharmacist to cancel incorrect prescriptions and direct them as to which dosage should be filled.  Additionally, my Coach was supposed to release materials for my next ****** last week.  She has not done so, and I continue to be behind with medication and the program.  Ideally, I would like to be able to secure assistance from my doctor and no longer continue with Calibrate.  However my doctor and I don't meet until September 15th.  I feel stuck with no real solution or resolution on the part of Calibrate.]

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund, less $1545, on 9/15/22 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 (7 months later) in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/12/2022

  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.

  I signed up for calibrate in the early spring of 2022. I was prescribed Ozempic 1 milligram once weekly. After June, I did not receive any medication for July or august. I have messaged the app three times, called calibrate and left a message, and informed my coach all within the last two weeks. I was told by the coach to set up a Pill pack account with Amazon pharmacy, which I did. Pill Pack has not received any prescription from the Calibrate doctors/providers as of today, 8/11. All of my messages to Calibrate have gone unanswered, and I have gone 7 weeks without medication. I paid $1,600.00 for this program that does not respond to messages or phone calls. I feel I am wasting my time and money. I want my prescriptions filled or I want a refund. Any communication from calibrate would be appreciated.

  Business Response

  Date: 03/09/2023

  Member received meds on 9/2/22. Stayed in program through the planed year and completed their program on 2/22/23. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/12/2022

  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.

  I joined calibrate weight loss program after seeing several commercials on tv. Calibrate claims to help one loose weight by THEM obtaining through ones insurance a GLP 1 medication. Unfortunately calibrate wasnt able to get GLP 1 medications though my insurance. Or I can pay 400$ a month for the meds, was their other option I have requested to have my money returned as they claim they will if calibrate cannot get you GLP 1 medication. After telling them Im fed up of waiting ( 5 months), I still never received my meds. They provide poor customer service, and the lag time to get a response can be over a week , if they respond at all

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1485 through Affirm on 8/15/22 and has since Exited our program. We consider this complaint to be resolved.