Weight Loss
Calibrate Health, Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 1,092 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:08/05/2022
Type:Service or Repair IssuesStatus: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 may 2022 it costs approx. $1500/yr. I had a Dr. *********** and got my prescription and got my medication authorized. Everything was fine until Mid June when calibrate started having issues with vitacare their concierge pharmacy. My medication had been approved by my insurance on 6/16. I contacted them making sure I didnt need to do anything they assured me I did not. I attempted to follow up with them multiple times regarding my meds and nothing. Then after no response I get an email from the founder regarding their switch to a different pharmacy. I opted to have them send it to my local pharmacy. This was 7/12, on 7/20 I called my pharmacy because I saw it said in process so I followed up to see why it hadnt been filled. They stated it was because my RX didnt have the **** and they had called calibrate multiple times to attempt to get it with no response. I emailed calibrate to follow up and nothing for weeks absolutely nothing except generic bit emails regarding their customer service. This is when ********************** almost completely stopped responding to messages/emails. It is impossible to get a response from anyone through the app or email which is the best way to get ahold of them so then say. I have now asked for a refund over a week ago and they just now responded stating they were again working on my medication. But at this point I am not the only person this has happened too and at this point I am so frustrated and upset I just want my money back. Which they have ignored. Their contract says they will give a refund if they cant secure meds within 8 weeks and they have not done that. They got me pretty authorized but I have yet to receive meds and it has been over three months.They have shut off comments on Instagram and ******** but there are 100s of people n ******** having the same issues as me. ***** help! I have screen shots if needed.Customer Answer
Date: 08/05/2022
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. If I do not receive the refund that was promised I will reach out again.
Sincerely,
***********************
Initial Complaint
Date:08/05/2022
Type:Service or Repair IssuesStatus: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 since April 2022. It started out positively and I received the promised coaching and medication with no issue in the first few months. However in the last two months there has been a lot of confusion, lack of transparency, lack of communication with this business. There was no notice when my last medication would be delivered in June. It did show up but I would not have known about it if I had not reached out to 3rd party pharmacy to inquire. I have not received any medications in July. My questions through the medical channel go unanswered. My last correspondence on the support channel took 10 days for a response. I have had no luck reaching out through the only phone number I can find or through customer service email. I dont believe this company is fulfilling their end of contractural agreements. I would like my medication management to be expedited and refunded for the month of July.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. We have contacted you within our Support Channel with more information regarding a solution to your specific issue which cannot be shared here for compliance purposes.
Thank you for your understanding.
Team CalibrateInitial Complaint
Date:08/04/2022
Type:Service or Repair IssuesStatus: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 3/2022. My insurance at the time did not cover the med. I asked them if they could prescribe after I got my new insurance. Its been some time since I submitted the new information and no response at all. I noticed people posting in online forums that they are getting responses. I sent this company personal health information and they have gone silent. That is scary and unacceptable. I have asked them to a refund, to no avail.Customer Answer
Date: 08/04/2022
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:08/04/2022
Type:Service or Repair IssuesStatus: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 on June 11th with hopes of their promised results from their weight loss program. My initial doctors appointment was scheduled on June 27th and I was quickly prescribed medication for weight loss. After 4 weeks on the medication it was time to move up to the next dose. I sent a message to Calibrate support on 7/26 stating that my insurance needed a prior authorization for the new dose and I have yet to receive a response. I escalated this issue with the Dr. and twice with my health coach and still have not received a response and Im now out of medication and cannot successfully complete this program without all of the key elements that were promised in the contract. Per Calibrates terms and conditions of the contract they are guaranteed to make sure we are provided medication along with other elements of the program. They have taken all of the money upfront and do not respond to issues or inquiries. I cannot receive my medication because Calibrate does not respond to messages and this is the form of communication they put in place. I would like to cancel this membership and receive a refund due to Calibrates inactivity and not providing what was promised in the contract.Customer Answer
Date: 08/29/2022
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:08/04/2022
Type:Order IssuesStatus: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 in January. Though my insurance covers *******, the Calibrate team did not try to find this out. I had to lobby for prior authorization for months - finally getting medication in March. I decided to let this slide and figured these issues would self-resolve. Now, in August, I have been without medication again for nearly two months and have had no communication from the Calibrate team for several weeks. I don't know what else to do at this point aside from requesting a refund. The program promised a lot and has not delivered on many aspects.Business Response
Date: 08/04/2022
*********************,
We apologize for the delay, this is not the experience we want our members to have.
We will submit a full refund via Affirm, and you will receive an email from *********************************** confirming your refund. Affirm will then credit any payments you have made, up to the total refund amount of $1,485, to the original form of payment within 10 business days.
You will no longer be able to access your Calibrate account, but you can always reach us via email at ************************************. Were also here if youd like to reconsider Calibrate in the future and happy to help in any way we can! With all that being said, please let us know if you would like us to proceed with the cancellation.
Warmly,
Team CalibrateCustomer Answer
Date: 08/05/2022
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:08/03/2022
Type:Service or Repair IssuesStatus: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 on 4/28/22. It took weeks to get my medication, which made me very sick with side effects once I got it. I stuck with it, though, because I was told it would get better once I was on my full dose. This week I contacted Calibrate because my next round of medication had not arrived. They said that the prescription was sent to ******** over a month ago. I called ******** and they said they no longer work with Calibrate but are out of the medication anyhow, so I should contact Calibrate. Every interaction with Calibrate takes at least 2 days. I was expecting the medication this week and am traveling for the next few weeks on holiday. No meds means I have to start over with weeks of illness and side effects if I want to stay on this program. Quite frankly, it's not worth it, especially when there is no guarantee that this won't happen again in the future. I understand a medicine supply shortage; I don't understand the incompetence associated with not just writing a new prescription and sending it to a pharmacy with stock (I confirmed stock with another pharmacy, but Calibrate seems to be taking FOREVER to sort it out). I am very unhappy and would like a full refund.Customer Answer
Date: 08/03/2022
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:08/03/2022
Type:Service or Repair IssuesStatus: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 weight loss in May had my initial Appointment on 6/17/2022 was sopose to get metformin 2 weeks later and they were sopose to get ozempic prescribed and start working on an authorization if needed. I still have not received either. I have tried to reach them by email, phone and support number and they have not responded to me. I did contact the pharmacy pill pack that they use and set up my account thinking maybe that was holding up my prescriptions but no prescription has been even sent to pharmacy. I contacted Affirm to see if they can help facilitate a return and was informed that I would have to contact the company calibrate and I still can get a response or able to speak to a live person. At this point I just want to cancel and get a refund.Business Response
Date: 03/09/2023
We were able to get this member their meds through Pillpack. Unfortunately the meds made the member sick, and she exited the program on 11/22. We refunded the member the prorated amount of $875 though Affirm. We consider this complaint to be resolved.Initial Complaint
Date:08/03/2022
Type:Product IssuesStatus: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 and saw my prescriber on 7/5/2022. Mounjaro was prescribed at that visit and it did not require prior authorization because I used a coupon from the pharmaceutical company for $25 per month. I had to wait 4 days until my pharmacy could order the medication and I started it on 7/9/2022. I have been on the medication for a month now without any follow-up plan to determine how I am tolerating the medication. I am having several gastrointestinal side effects and I was told I would have some follow up with the medical team. I have messaged them and made a phone call to try and get response from them as I am now out of medication. Their disclaimer states that I they will respond in 3 business days or less. It also warns patients not to leave more than one message as this may further delay Calibrates response. It has been 5 days now. This lack of response is unethical and neglectful. From a patient perspective, I have been abandoned by my medical provider. I am unable to get a response from them by phone or through the app. Calibrate does not abide by appropriate safe patient care standards. I am requesting a refund in full for $1570.Business Response
Date: 08/03/2022
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 CalibrateInitial Complaint
Date:08/03/2022
Type:Service or Repair IssuesStatus: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 6/7/22 and I was unable to get a doctors *********** for weeks. They kept cancelling my *********** and not giving me options. I finally was able to get a doctor *********** 1 month later in July. I was supposed to get a prescription for ozempic and the guarantee is that they can get it or you will be refunded. It is now August and no word from them. No update on the prescriptionnothing! I told them I want a refund. I have been paying payments on this without actually getting anything from them. Its starting to feel like a scam. I want my money back. Im also tired of getting no response.Business Response
Date: 08/03/2022
Hi ******,
Thank you for reaching out. We sincerely apologize for the delay and for any frustrations. We understand that you'd like to exit the program.
We will submit a refund via Affirm, and you will receive an email from *********************************** confirming your refund. Affirm will then credit any payments you have made, up to the total refund amount of $1,620, to the original form of payment within 10 business days.
Once the refund is processed, you will no longer be able to access your Calibrate account, but you can always reach us via email. We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can!
Warmly,
Team CalibrateInitial Complaint
Date:08/03/2022
Type:Product IssuesStatus: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 March 28, 2022, I purchased a membership to Calibrate through Affirm. The total cost was $1080, $135 billed monthly. To date, I have spent $540 on the membership in payments to Affirm. In return, I would receive coaching, medication and facilitation with my insurance provider to cover needed lab tests and ensure I would be able to receive recommended medication at a reasonable price. Calibrate ordered lab tests, which I completed on 4/26/2022. Results came back on 4/29/2022, and I had an online consultation with a Calibrate doctor on 5/3/2022. Calibrate's website states "Lab work is not included in the cost of the membership, but our team will work with your insurance to help get it covered. Lab copays vary by plan but are generally $0." I was billed $569.28 by Quest Diagnostics and received no support from Calibrate to get these costs covered by insurance. Based on the lab tests, Calibrate's doctor ordered Metformin and ******* for me. My prescriptions were filled through an online pharmacy, VitaCare. The medications were shipped to me on 5/18-5/19 and 6/12 - 6/14, no issues with billing or receiving. I was billed $24.99 for the Ozempic and $3.39 for the Metformin. On June 24th, I received notice that Calibrate was switching to PillPack from VitaCare and there should be no interruption as long as I set up and verified an account with PIllPack, which I did. As of 8/2/2022, I have received Metformin but not the Ozempic. Despite reaching out to Calibrate by phone, email and through their app, I have received no resolution to the lack of medication, payment of the lab bills and now cancellation of my membership. My last message from them was five days ago. I am seeking a full refund of the $540 I have spent to date through Affirm for the membership, a cancellation of the Affirm contract, and payment of the $569.28 in labwork completed through Quest.Business Response
Date: 03/09/2023
Member was informed of their full refund of $1620 through Affirm on 8/15/22 and has since Exited our program. We consider this complaint to be resolved.
Calibrate Health, Inc. is NOT a BBB Accredited Business.
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