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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

  • 1,092 total complaints in the last 3 years.
  • 9 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:07/28/2022

    Type:Delivery 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 signed up with services and joined Calibrate on June 16, 2022. I had my first physician appointment on June 23, 2022. I was told the medication prescribed for me on this program would be submitted and any approvals would be provided to my medical insurance provider. To date, this has not happened. I was told by my insurance provider no information was received from Calibrate to approve my prescription request. In addition, I had one coaching session on July 7, 2022, since then I have not had another. I received a notification my coach left the company and another was being assigned to me. What kind of service is this? So far, I have received nothing. In addition, the first coaching session did not provide any information as promised and advertised. I am requesting a refund of the money paid for this service and asking to cancel and remove my information from their company databases.

    Business Response

    Date: 08/12/2022


    Hi ******,
    This email is to confirm we submitted your refund with Affirm on 7/28 as you requested. Affirm will credit any payments you have made, up to the total refund amount of $1,570 to the original form of payment within 3 to 10 business days.
    You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
    We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can. Please let us know if you need anything else!
    Team Calibrate

  • Initial Complaint

    Date:07/28/2022

    Type:Order 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 six months ago. A few weeks ago the company switched pharmacy providers and I have not received either of the medications they have prescribed for me. I paid $1600 for a 12 month program with their guarantee that I would be receiving the prescribed medication monthly for $25 or less out of pocket after deductible. They are not delivering on that and have not answered any of my several phone calls and direct messages through their app. I should not be obligated to continue this program when they cannot deliver and do not respond to concerns.

    Business Response

    Date: 08/12/2022


    Hi *****,
    Thank you for your feedback and we are sorry to see you go.
    We have requested that our Support Team submit your refund for you in the amount $1080 for the remainder of your membership through Affirm. They will reach out with more details as soon as this has been processed on our end.

    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:07/28/2022

    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 started Calibrate in February and paid the $1600 upfront, as the program looked great from the website. However, after being "enrolled" for 5 months now, the whole program is a mess. The app is glitchy and rarely tracks things correctly. It often times double-counts my sleep, so it says I've slept ***** hours a day (I'm not THAT tired!) Prompts and checkboxes will appear and disappear. The coaching didn't really do anything for me personally - they just told me to "keep following the plan" and maybe "reinstall the app," which didn't fix any of the issues. The nail in the coffin for me was when they switched from Vitacare to PillPack with almost no warning or communication. The medication that I was prescribed has a tapering schedule, which begins with a small dose and increases to a therapeutic dose. This doesn't work if you reach the therapeutic dose, and then your medication stops being shipped to you with no explanation as to why. Customer support is non-existent. They even admitted that in an email to all of us. Overall, it's definitely disappointing to spend so much money on a program that didn't deliver.

    Business Response

    Date: 08/12/2022


    Hi ****,
    This email is to confirm your refund of $1,570 has been processed to the card on file on 8/1, as you requested. The refund amount should appear on your card in 3-5 business days.
    You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
    We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can. Please let us know if you need anything else!
    Team Calibrate

  • Initial Complaint

    Date:07/28/2022

    Type:Order 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 June 1 and financed the fee through Affirm. I met with a Dr. 6/8 and was pleased with that interaction. She indicated she would prescribe ********* and a Glp-1 med as soon as possible. However, after weeks of waiting for replies to my messages inquiring as to why meds hadn't been prescribed yet, ********* was finally prescribed a month later. Weeks after an inquiry as to why a ****1 med had not been prescribed, Calibrate sent a scrip to my pharmacy last week (7/20) for one without any pre authorization - simply, I cannot afford the $900/month medication. (Calibrate claims they will work to achieve a pre authorization from insurance and that meds will not be more than $25/month). Although I was told Calibrate is diligently working on pre authorization with my insurance company, my company shows no communication with Calibrate. Further, I am frustrated that communication from Calibrate seems impossible to achieve. Most communication from them has been "canned" and contra factual.If Calibrate will not follow through with pre authorization or providing a ****1 medication coupon that makes the ****1 affordable, I wish to cancel Calibrate services and money be refunded.

    Business Response

    Date: 08/12/2022

    Hi *********,
    This email is to confirm we submitted your refund with Affirm on 5/11/22 as you requested. Affirm will credit any payments you have made, up to the total refund amount of $1,570 to the original form of payment within 3 to 10 business days.
    You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
    We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can. Please let us know if you need anything else!
    Team Calibrate

    Customer Answer

    Date: 08/12/2022

    Better Business Bureau:

    Although I would have preferred the specific performance that I had asked for in my complaint - ie follow through with promises made re: pursuing preauthorization for meds; 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:07/28/2022

    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.
    In February of 2022 I signed up for Calibrate (calibrate Health) at a cost of $1550; Ive paid $645 of the cost through Affirm. Upon researching and ultimately signing up, I had no difficulty in reaching anyone with the company. I started at 182 pounds and after consultation received Wellbutrin and Ozempic. Between March and April I lost 17 pounds, ending up at the end of May at 165. I was quite happy but received my last shipment of medicine at the end of April (3 shipments in total). Since early June, Ive been reaching out to Calibrate for assistance in securing medication but I only received an email from founders indicating calibrate would do better and extend my membership for free. Ive been messaging frequently for assistance (and told by my coach that she cant help) but received no correspondence or response to my messages for weeks. Still, No medicine. Ive gained back 10 pounds despite diet and exercise. Please assist me in getting a refund so that I can stop paying affirm $135 per month and clearly Im going backwards.

    Business Response

    Date: 08/12/2022

    Hi ******, 

     

    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 





  • Initial Complaint

    Date:07/28/2022

    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 Health's program 1 year ago. The program is supposed to provide a monthly supply of medication as the program is 1 year long. I have not received the medication in two months with ZERO response from their support or their medical team.

    Business Response

    Date: 08/12/2022


    Hi *********,
    First, we'd like to sincerely apologize for your experience. You deserve much better and we're happy to extend this refund for you. This is to confirm we submitted your refund with Affirm on 7/29 as you requested. Affirm will credit any payments you have made, up to the total refund amount of $1620 to the original form of payment within 3 to 10 business days.
    You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
    We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can. Please let us know if you need anything else!
    Team Calibrate

    Customer Answer

    Date: 08/16/2022

    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:07/28/2022

    Type:Delivery 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 with Calibrate in April 2022. I was approved through insurance for the medication and was assigned a weight coach. I received one package with 8 weeks of medication out of 12 months that I paid for to Calibrate. I have been trying to contact them for 20 days and I can not get any response. They abandoned my service without fulfilling 10 of the 12 months. They owe me at least $1,360 - that would be 10/12 of the program i had to purchase from them upfront.I'm attaching the only means of communication with them and showcasing their lack of response to my requests.

    Business Response

    Date: 08/12/2022

    Hi ***,
    This email is to confirm your refund of $1620 has been processed to the card on file on 7/28, as you requested. The refund amount should appear on your card in 3-5 business days.
    You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
    We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can. Please let us know if you need anything else!
    Team Calibrate

    Customer Answer

    Date: 08/30/2022

    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:07/28/2022

    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 joined Calibrate on June 14, 2022, had my blood work drawn, met with the doctor on July 8th who assured me that I would be on the ****1 medication as advertised and if there was an issue they have a support team in place to resolve those issues. I was notified by my insurance company on July 9th that they are not covering the medication. I reached out via email2 times , phone, 3 times , and on platform chat within the application numerous times. The promised response times are 24 hours for a phone call, I've received no response. 3 business days for Calibrate Support channel, I've received no response since my first inquiry on July 9th or any subsequent inquiries. They are misleading the public by not providing the support they've cited. I've asked to be cancelled/refunded/my Affirm account to be closed and no response.

    Business Response

    Date: 08/12/2022


    Hi ***********,
    This email is to confirm we submitted your refund with Affirm on 8/4 as you requested, less the $250 fee , as per our terms and conditions. Affirm will credit any payments you have made, up to the total refund amount of $1,320 to the original form of payment within 3 to 10 business days.
    You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
    Please let us know if you need anything else.
    Warmly,
    Team Calibrate

  • Initial Complaint

    Date:07/27/2022

    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 on 5/23/2022. Calibrate helps people lose weight by managing metabolism through medication and coaching. I paid $1,620 for a Metabolic Reset to include medication at a reduced rate (with my insurance) coaching and weight loss curriculum. It is impossible to get this company to respond to inquiries on a timely basis. So much so that the *** wrote an email to members on July 20th vowing to do better. After waiting more than a month, and many long awaited emails, I was informed that my medication was approved. This was July 19. For the 3rd. time I was asked to respond to yet another email with my local pharmacy information. There is no option to call this company so you are at the mercy of a waiting for an email for next steps in the process. Calibrate sends an electronic email back to members when you send an email saying it will take 3 days for a reply. For me in this last round of emails it has be 7 days. My issue is not with the cost of the service or the actual mission of the company. My issue is that their customer service is beyond poor, and I am still awaiting medication after being a member since 5/23. I am frustrated but do not want to terminate by membership. I just want someone to respond to my inquiries or give me a telephone number to call. This service is expensive and members deserve better.

    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.

    Sincerely,

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



     

  • Initial Complaint

    Date:07/27/2022

    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 signed up with Calibrate on June 21, 2022 at a cost of $1600. It took awhile to set up a dr.s appointment, but when I did get an appointment, Calibrate changed the date and time without prior notification. I was able to have that appointment and I did receive the welcome kit and had an appointment with a coach. That said, I have sent repeated messages with questions about insurance issue to Calibrate via the chat within the app. None of those messages were responded to, despite their claim that messages are typically returned in three days. Three days wouldnt really be an acceptable turn around time anyway, but they cant even respond in that time frame. Perhaps most concerning is that I have received no medication and that Calibrate has not initiated any attempt to navigate the process of getting my medication. I checked with my insurance company and found out that there have been no requests for prescriptions for me. After finding that out, I began sending messages asking to cancel my subscription and receive a refund (minus the cost of the doctors appointment and the welcome materials). None of these messages have been responded to. Im nor sure if this company is a scam or a just doesnt have their act together, but the one thing they are efficient at is taking your money up front. Wish could go back to the moment that I hit submit on that payment.

    Business Response

    Date: 08/11/2022


    Hi ******
    This is to confirm your refund of $1649 has been processed to the card on file on 7/29/22, as you requested. The refund amount should appear on your card in 3-5 business days.
    You will no longer be able to access your Calibrate account but you can always reach us via email at ************************************.
    We're here if you'd like to reconsider Calibrate in the future and happy to help in any way we can. Please let us know if you need anything else!
    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,

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



     

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

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