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:08/11/2022

  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 early February 2022. Recently (July 11,2022) this is the last date I received medication guaranteed by Calibrate. Im unable to get a response from them regarding this. I contacted the pharmacy and was told they are out of ******* and they didnt know when they would get anymore and I should contact Calibrate. I have been unable to get a response of any kind. I think Im being scammed at this point. Im still paying the monthly installments but not receiving the guaranteed services. I would like to receive a refund on the remaining balance and cease monthly payments as well as canceling my membership.

  Business Response

  Date: 08/12/2022

  Dear ***, 
  
  
  Thank you for your feedback. We are sorry to hear of your recent experience and are dedicated to making this right for you. We read every message and know that we must do better to meet your needs, and were working hard to implement improvements to ensure that moving forward our members enjoy a more seamless experience. The details of the resolution to your complaint cannot be shared here publicly for compliance purposes, but please be sure to check your email and app for more information. Let us know if there is anything else we can assist you with. 
  
  
  Thank you for your understanding.
  Team Calibrate 
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/12/2022

  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:

  [Yo Here]

  I requested a refund and membership cancellation.  Neither issue was addressed in their response so

  I have rejected their response  

   

   

   

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

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

  Customer Answer

  Date: 09/28/2022

  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:08/10/2022

  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 have been with Calibrate for a few months now, and paid the $1600 cost of the program through affirm and have been paying on it monthly. I was contacted about 2 weeks ago by the escalations coordinator and was hopeful that things were turning around. I have now been off of the medication that they promise to help get you for over a month now, probably closer to two. They claim they will reply and they will get things taken care of, but that is not true. That is so much money to pay for empty promises and calibrate not responding. They sent in a script for Mounjaro to my local CVS, but there has been no reply from my doctor (which is not even the doctor that I was assigned when I first joined the program), and CVS has been waiting over a week to hear from them. I am tired of the empty promises and tired of no one getting back to me. My health is extremely important, and this was my last hope. But clearly, Calibrate does not care. I can understand short staff, but all they are doing is giving people false hope and taking their money. If they will reply to me on the support channel and get my medication settled now, I will continue to pay. If not, I want a refund and I want out of the program.

  Business Response

  Date: 08/11/2022

  Hi *****, 

  Thank you for your feedback. We cannot include the specifics of the resolution to this issue here for compliance purposes, but we have messaged you in our Support Channel with a solution. Please be sure to check in with us there so that we may go over next steps. We apologize that this has been your experience and we look forward to making this right for you. 

   

  Warmly, 

  ******

• Initial Complaint

  Date:08/10/2022

  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 joined calibrate on November 22, 2021 and have paid $1080 to this business via affirm. Calibrate promised to deliver monthly coaching, support, and guaranteed weight loss results of 10% with GLP-1 medication. I've only had 1 coaching session and 1 order of GLP-1 medication delivered to my home in 7 months and have yet to lose 10%. I've contacted support multiple times about these issues with little response and requested a refund on June 26, 2022 and have yet to hear from their team. I've contacted them in various formats like email and their app and just want some type of response as well as a refund.

  Business Response

  Date: 08/11/2022

  Hi *******
  Thank you for contacting Calibrate. My name is ******, and I am here to help.
  First and foremost, I want to apologize for your recent experience, you deserve better. Your request for a cancellation was escalated to me and I want you to know I am dedicated to making this right for you any way I can.
  Currently I am working with our Pharmacy Team to make sure we can get you back on track with your prescription and to investigate the issue further. As soon as I have an update for you we will inform you. We apologize for any delays that you have experienced and would truly love to see you continue with the program.
  Again, I am sorry for any frustration you may have experienced, and I greatly appreciate your patience. I will be monitoring this until we reach a resolution so please let me know if you have any additional questions.
  Warmly,
  ******
  
  

• Initial Complaint

  Date:08/10/2022

  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 signed up for Calibrate beginning in January 2022. The first several months with the company went fine. On July 6, Calibrate sent all members an email letting them know that prescriptions would be transferred to PillPack, and that PillPack would reach out in the next three business days to set up the prescription. On July 21, I contacted Calibrate to let them know that I still had not heard from PillPack. By this point, I had communicated with my own medical team at home to get the Rx filled; because this medication dosage is increased gradually over time, it is not advisable to stop and start the Rx with an extended lapse in time (despite Calibrate telling people in their email that a break would not be a problem). Seven days later, on July 28, Calibrate responded to me with an apology and asked me how I would like to proceed. I replied to the email asking that my membership be cancelled, as Calibrate has failed to follow through with two of the three items we were assured we would receive (access to medication and a timely response). I did not hear from PillPack until August 4, almost a full month from when we were told they would contact us. On August 4, I emailed Calibrate again to follow up, and still have not received a reply. I let my coach know what was happening on August 5, and she said she would communicate with her manager. It is now August 10, and I have heard nothing from Calibrate and have had to get my medications from another provider. I have followed the plan given to me, but it is not acceptable for them to follow through on their part.

  Business Response

  Date: 08/10/2022

  Dear (Member), 
  
  
  Thank you for your feedback. We are sorry to hear of your recent experience and are dedicated to making this right for you. We read every message and know that we must do better to meet your needs, and were working hard to implement improvements to ensure that moving forward our members enjoy a more seamless experience. We will go ahead and submit the refund for the remaining months of your program including the month of July and will have that processed for you within 10 business days. We will also send you an email confirming the refund has been processed. We are sorry to see you go and are here if you ever reconsider rejoining in the future.
  

  Warmly,
  Team Calibrate 
  
  
  
  
  
  

  Customer Answer

  Date: 08/11/2022

  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:08/09/2022

  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 joined calibrate Jan 28th. All was going well and I was thrilled with results until June 24, when communications were disrupted and disjointed. One communications arm would tell me to contact the other etc. I was told a script would be sent to my pharmacy, but hadn't been, then needed a prior authorization which was never communicated. I tried the mail order pharmacy they suggested and can't get them to communicate with them either. I've been without medication since June 24. They are not providing the service I pay them for. $1,371 for not even 4 months.

  Customer Answer

  Date: 08/09/2022

  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:08/09/2022

  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 have had an issue with a prescription refill. The pharmacy told me that the only way to resolve it was by speaking directly to Calibrate. I have reached out to them multiple times and have received no response. I cant even get an email response from them. Its crickets. As a result, it appears that my prescription will not be refilled and the program will lapse. I read on the website that a lapse is not a medical issue, but its certainly a program issue - it means that for all intents and purposes, they wont be fulfilling their portion of the program (my portion is to follow the medical program). I like Calibrate and have found success with it. Id like to continue with the program, but to do that, I need them to return my messages.

  Business Response

  Date: 08/09/2022

  Hi *****,

  Thank you for your feedback. We are sorry to hear of your recent experience and are dedicated to making this right for you. We read every message and know that we must do better to meet your needs, and were working hard to implement improvements to ensure that moving forward our members enjoy a more seamless experience. 
  The details of the resolution to your complaint cannot be shared here publicly for compliance purposes, but please be sure to check your email and app for more information. Let us know if there is anything else we can assist you with. 
  
  
  Thank you for your understanding.
  Team Calibrate 
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/10/2022

  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:08/08/2022

  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 6/25/2022. I emailed/support chatted to cancel on 7/27/2022. I was sent a confirmation email from Calibrate that they would send Affirm the refund within 10 days. It still has not been sent and I filed a dispute with Affirm and they gave a 30 day window to resolve. I have sent emails to Calibrate requesting a timeline for the refund and those emails have gone unanswered.

  Business Response

  Date: 08/09/2022

  Hi *******, 

   

  Thank you for your feedback. Our system is showing that the refund was processed, but we will contact Affirm to ensure there were no problems in submitting the refund back to you. If you have not made payments to them yet they will only refund the amount you have paid up to this point and credit you the remaining balance to your loan (since the Affirm payment option is a 12-month loan). We have also sent an email to you where we have outlined action steps to resolution. Please be sure to check that email as well. We apologize for any confusion or inconvenience and will have this resolved for you as quickly as possible. 

   

  Warmly, 

  Team Calibrate

• Initial Complaint

  Date:08/08/2022

  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.

  While I initially had a good experience, the past few weeks have impacted my belief in the continued success of this program.One of the reasons I switched to Calibrate was the ease of accessing medication. There was little to no communication about the switch to Pillpack, and I have constantly had to reach out to them to get my medication switched. I am tired of spending hours verifying that I will get the medication I was prescribed. With Calibrate branding itself as a company that provides ease of access to these medications, essentially telling customers to figure it out on their own to the tune of $1600 turns my stomach. Additionally, the turnaround time on questions within the app is ridiculous. 3-5 business day is, quite frankly, unacceptable for patients prescribed this type of medication and dealing with correcting dosages. Additionally, I have never had any follow up after being prescribed meds. Any outreach on the medical side has been on my end. Finally, while I have enjoyed speaking with my coach, it does not add as much to the experience. The app is consistently buggy, often not tracking my day. I have used similar trackers in the past with no issue. My coach has tried to help troubleshoot with no success. I am hopeful you will agree to this cancellation request and refund request. This is far too expensive of an experience for the level of customer care provided.

  Business Response

  Date: 08/09/2022

  Dear (Member), 
  
  
  Thank you for your feedback. We are sorry to hear of your recent experience and are dedicated to making this right for you. We read every message and know that we must do better to meet your needs, and were working hard to implement improvements to ensure that moving forward our members enjoy a more seamless experience. We will go ahead and submit a refund for you. Please keep your eye out for an email from ***********************************. 
  
  
  Thank you for your understanding.
  Team Calibrate 
  
  
  
  
  

  Customer Answer

  Date: 08/12/2022

  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:08/08/2022

  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 July 6, 2022, I contacted Calibrate Support to schedule my doctor's visit and my first coaching session, which are required for starting the program. I did not hear back from anyone until 5 days later when I began sending several messages and begging them to respond to me.On July 14, I received communication that was intended for another patient in the program, which was very concerning and confusing to me.On July 20, I notified Calibrate that they canceled my first coaching session without rescheduling it. I asked for them to reschedule my appointment. 8 days later, I did not hear back from, so I requested a cancellation of my membership. At this point, someone finally responded to me and tried to gloss over my concerns and my request for a cancellation. I suspect the only reason they responded to me was because I threatened to file a complaint with the BBB.I also received an estimate of 6-8 weeks before I would be able to receive my medication. I was told this was because of my insurance provider. I reached out to my insurance provider and they notified me that the delay would not be on their end, but due to Calibrate's processes and understaffing.Because this company is unable to effectively communicate in a timely manner and render the services they agreed to provide, I am requesting a cancellation of my membership and a refund of my remaining program fees. They have not been compliant with my cancellation and refund requests.

  Business Response

  Date: 08/08/2022

  Hi *******, 

   

  Thank you again for your feedback. Your refund will be processed. Please keep an eye out for a message with additional details from ***********************************. 

   

  Warmly, 

  Team Calibrate

• Initial Complaint

  Date:08/05/2022

  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 the Calibrate program in December of 2021. I was promised a year-long program that included health coaching, check-ins with a doctor at least once at the beginning and once mid-way through the program, and that Calibrate would have any medications prescribed shipped to me through a third party. For the last six weeks, Calibrate has not only failed to have my medication shipped to me, but they have also failed to respond to customer support messages in a timely fashion. I am now without a prescribed medication for six weeks because of this and there is no method other than the email or chat functions I have tried to get in touch with them. Additionally, this business guaranteed they could get me a GLP-1 medication for the duration of my program at a cost of $25 or less per month. They were not upfront about the fact that this was only possible using a manufacturer's coupon that only lasted six months and Calibrate was unable to secure this cost for me after that point in time. Now that the coupon is expired, this is going to cost me over $1,000 out of pocket per month, far exceeding the promises made in their advertising and initial appointments to sell me on the program. I am now stuck in a program for which I paid over $1,500 upfront for the year and they are unable to deliver on a core component of the agreed upon services. Having looked at recent comments on their ******** page, I am also clearly not the only customer of theirs experiencing these issues and some kind of larger action needs to take place to resolve this failure.

  Business Response

  Date: 08/08/2022

  Dear *****, 
  
  
  Thank you for your feedback. We are sorry to hear of your recent experience and are dedicated to making this right for you. We read every message and know that we must do better to meet your needs, and were working hard to implement improvements to ensure that moving forward our members enjoy a more seamless experience. 
  

  The details of the resolution to your complaint cannot be shared here publicly for compliance purposes, but please be sure to check your email and app for more information. Let us know if there is anything else we can assist you with. 
  
  
  Thank you for your understanding.
  Team Calibrate