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:02/13/2025

  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 contacted Calibrate on 2/6 asking that they release my health records to me as I need to transfer the to another doctor. I sent a follow up on 2/10. No response. I tried to submit again today and the only option is the automated bot. It asked if I had submitted a ***** release from and I said no. It gave me a link to get the form but when I tried to get it, the system required a password. I dont remember what I used so asked the bot to reset my password. It said it couldnt understand me. I tried multiple ways of asking to reset my password and it told me to pull email and reset it. I checked everywhere, including spam and there was no email. I tried to send another message it and said someone would respond in 1-2 days, same message I received on 2/6. Because of their delay, I will need to start back at the lowest dose when I go back on my medicine if I dont receive my records in the next week so I am raising to the BBB for assistance. Under my HIPAA rights, I need and want my records. My 2/6 request is attached for your review. Please help me in getting them to release my records. Thank you.

  Business Response

  Date: 02/21/2025

  We hope this message finds you well. We received your complaint through the Better Business Bureau (BBB) regarding your recent experience with our company, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  At Calibrate, we strive to provide exceptional service to our valued members and it is disheartening to learn that we have fallen short of your expectations. We take your feedback seriously as it helps us improve and ensure a better experience for everyone.
  
  

  Upon reviewing your complaint, we have investigated the matter thoroughly to understand the issues you raised and we see that our team has received your signed HIPAA Form and in return sent the requested records. 

  We genuinely value your feedback, and we want to assure you that your satisfaction is of utmost importance to us. If there are any further concerns or if you require any additional assistance, please do not hesitate to contact us directly at *****************************************************************.

  
  Once again, we apologize for any inconvenience you experienced, and we appreciate the opportunity to address your concerns. We hope to regain your trust and welcome the opportunity to serve you better in the future.

  
  Thank you for bringing this matter to our attention.
  
  

   

   

• Initial Complaint

  Date:08/30/2024

  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 finished my yearlong program with Calibrate. I received an email telling me my year was finishing and asking for payment information to continue my program. They have a special program for people who have completed their initial year, which continues where the customer left off. I provided the payment info (even though nothing changed about my payment method). I received a confirmation email congratulating me on subscribing and continuing with Calibrate. Now, they are claiming my payment failed. They made no effort to contact me to ask me to try again, I received no email or reply saying it failed, and my payment has not changed in any way. Now they are insisting that I start all over again with the program, which could lead to me needing to change medications and dosages, waste time and money, and potentially have my entire program be rejected because the weight I lost means I would no longer qualify as a brand new patient (the whole point of the continuing program is to continue with your weight loss, not to start it from scratch). I would like them to simply reactivate my account from where it was. I'm fine with paying the fees they are asking for the continued program, but I don't want to start over from scratch because they won't act in good faith.

  Business Response

  Date: 08/30/2024

  Hi *****, thank you very much for forwarding your concerns to us. We are sorry to hear that this has been your experience and we are dedicated to making this right for you. A Member Experience manager will be reaching out to you via email to discuss these matters with you directly at the email address on file with your account. 

  We apologize for any frustration you may have experienced in continuing into your second year with us and we look forward to your continued participation. 

   

  Warmly, 

  Team Calibrate

  Customer Answer

  Date: 09/06/2024

  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:08/23/2024

  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 subscribed to the Calibrate weight-loss program for one year starting in July, 2023. The program is supposed to provide GLP -1 medicine or a money back guarantee if they are unable to secure access to medication within a 90 day timeframe. The program has a 10% weight-loss guarantee or they will refund the cost of subscription after a year minus the cost of the doctors visit, $250. At the end of the year, August, 2024, I had not lost 10% of my starting weight and requested a refund. They are denying my request saying I didnt follow through with the program. Specifically, that I did not track my progress in their a sufficient percent of the time. However, as I previously noted, they didnt offer me a refund at 90 days like they are supposed to in their terms about access to medication. Even though, I sent multiple messages to their support indicating my inability to access medication. I did complete the program however I had many issues with it throughout the year. I was reassigned to different coaches at least three times. I wasnt able to access any medications until the last month of the program, the app was incredibly glitchy, support wouldnt answer questions in a timely fashion. Finally, there is no person to contact if you are in need of support and the different divisions of the program are so compartmentalized that no one knows what the other divisions and its sometimes unclear who to contact when the need arises. I would like Calibrate to reconsider refunding the approximately $1740 I spent on the program as least partially given that they failed to uphold their promises most notably in securing medication within the 90 day window from their own policy.

  Business Response

  Date: 08/26/2024

  Dear *****, 

  Thank you for your feedback. We are sorry to hear of your recent experience in the Calibrate program, and we are dedicated to making this right for you. We will be investigating the issues mentioned above regarding our results guarantee policy and our terms regarding GLP-1 approval within 90 days and we will follow up with you via email to keep you informed of any updates. Once again, we'd like to thank you for taking the time to share the details of your experience with us. Your feedback is important to us and we are always working to improve our member's overall experience. 

  Warmly, 
  Team Calibrate 
  
  

  
  

• Initial Complaint

  Date:03/25/2024

  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.

  The website and policy state that you cant get a refund except in a few situations. One of those is if you sign up for the Metabolic Reset and if Calibrate is unable to help you secure initial access to a GLP-1 medication for a copay of $25/month or less (after any deductible is met) within 90 days of your initial doctor ************ you may request a refund for the amount you paid less a $250 fee to cover your initial doctors appointment. So I signed up for a second year of Metabolic Reset. When they werent able to get me less than ~$1000/month, I asked for a refund and was told Im not eligible because Im in a Masters Metabolic Reset program, and all Masters programs are non-refundable, even though the Metabolic Reset Repeat is a Metabolic Reset program (which, according to their policy, is refundable in this circumstance). I read the refund criteria before signing up (thats why I chose and paid extra for the Metabolic Reset program again), but theyre telling me that Im wrong and that since their policy is transparent, theyre being firm with me. I believe their language is misleading. Why name their most expensive Masters program the same as the ONE program that has a refund option? This is such a shady, deceitful trick.

  Business Response

  Date: 03/25/2024

  This member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.

• Initial Complaint

  Date:03/06/2024

  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.

  Calibrate was never upfront about the fact it was possible no GLP-1 medications would be covered. I joined the program and spent the money for the access to the insurance concierge. They were slow to respond to messages and to my knowledge did not file any appeals.

  Business Response

  Date: 03/06/2024

  We take your concerns very seriously and would appreciate the opportunity to address them directly. A member of our Support team will be reaching out to assist via email from ************************************ so we can better understand the issues you encountered and work towards a resolution.
  Your feedback is invaluable to us as we continually strive to improve our services and exceed our customers' expectations. We are committed to ensuring that every customer has a positive experience with **********************.
  
  

• Initial Complaint

  Date:02/29/2024

  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.

  The company preys on people looking for weight loss help and then makes you pay up front before any service is provided. They proceeded to under deliver or not deliver on everything they claimed to provide. I repeatedly asked for a refund and they ignored every request. I feel like it is fair to ask for money back when you dont feel like you paid for anything. This company should not be allowed to do business.

  Business Response

  Date: 03/01/2024

  This member is actively being assisted in Support. The member's refund request is processing and will receive further information from Support once the refund has been successfully processed. 

• Initial Complaint

  Date:02/28/2024

  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.

  Date: 11/16/2022 What was purchased: 1 year membership in Calibrate weight loss program to include coaching and medical supervision as well as help getting weight loss medications through insurance.Summary of the problem: the company has a one year guarantee of 10% weight loss. At about 9 months into the program, I requested and was given a three month pause for medical reasons. However they then closed my membership. I spent more than a month trying to reinstate my membership, then was told that because I was applying for ******** B, I could not continue. I was given only a partial refund of $415 despite my not being able to finish the program and had no way to get a full refund because I lost zero weight on the program, actually gained weight, and was not able to consistently get prescribed medication. I qualify for the refund minus initial physician fees under their contract, assuming I was allowed to complete the program. I asked repeatedly for the full refund and was only given the partial amount as stated above. They state they are not legally allowed to work with ******** or ******** eligible patients and I had ******** the entire time. I will be filing a complaint with ******** as well.

  Business Response

  Date: 02/29/2024

  We sincerely apologize for any inconvenience or dissatisfaction you experienced with our services. At Calibrate, we value each customer's experience and strive to provide exceptional service at all times. We notified this member that we are unable to work with ****************** after the member informed us that they were planning to obtain that insurance. On February 7th, 2024, a message was received by our Support team from this member indicating they were considering changing insurance to ********* This prompted our team to inform the member of our policies. This member has been issued a pro-rated refund as of February 26, 2024, (please review our refund policy here: *************************************************************************).

  Customer Answer

  Date: 03/01/2024

  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:

  I reject their response because I already have ******** A and had this the entire time, along with insurance through my employer. Their reason for canceling my membership is invalid given that has not changed. They either were wrong to accept my membership initially given I was on ******** already, or in terminating my membership. I was not allowed to complete the program and their guarantee requires completion. Therefore, I require a full refund because I was not allowed to continue to see if I could lose that weight or was eligible for a refund at the one year ***** per their own policy 

   

   

   

   

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

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

  Business Response

  Date: 03/28/2024

  I apologize for any confusion surrounding your insurance experience with Calibrate. To provide clarity, Calibrate successfully secured the ****1 medication, a feat not achievable with ****************** but feasible with commercial insurance. Upon being informed of your intent to obtain ******************, we promptly notified you of our inability to accommodate ****************** holders.
  
  On February 7th, 2024, you communicated with our Support team expressing consideration to switch to ******************. This prompted us to reiterate our policies to you.
  
  As a gesture of goodwill, Calibrate made a one-time exception to our refund policy (please refer to our full terms: *************************************************************************), issuing a prorated refund on February 27, 2024, accounting for the Metabolic Health Assessment and your time invested in the program. You have been refunded accordingly, and no further refunds are applicable at this time. We encourage you to thoroughly review our refund policy for a comprehensive understanding of your situation.
  
  For additional assistance, we invite you to continue reaching out directly through our Support Channels. Your satisfaction remains our priority.
  
  
  
  
  
  

  Customer Answer

  Date: 03/29/2024

  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 response sounds so informative and accommodating. You do not include the fact that even with commercial insurance, I was unable to consistently get the medication. I was also told the program was not dependent on being able to get medication and that not being approved for medication was not a reason to be in violation of the guarantee. If this is true, then my insurance status was meaningless and I should not have been dropped from the program. My complaint is that by dropping me, even with the partial refund, I never had the opportunity to satisfy or not satisfy the refund policy. That refund policy states that a participant is eligible for a refund at the end of the program, minus physician assessment. I had not lost any weight in the program, even before the medical pause. The program is ineffective and the app and customer service and support was terrible throughout. If I had continued the last three months that I had paid for, perhaps I would have finally had success without medication (And I still don't have new insurance as of today.) While I appreciate the partial refund, it does not allow for the fact that the company made me ineligible for the full refund by their preemptive removal of me from the program 

   

   

   

   

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

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

• Initial Complaint

  Date:02/06/2024

  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 was guaranteed to have assistance in 6 months of starting to lose a minimum of 10% of my body weight or money back guarantee. Every time I reach out they tell me they are checking or looking into getting a medication then conversation is closed. My comment go with zero response. They have continued to drag me along in getting a CLP and when I ask for one in stock they saying they are checking my insurance for approval then ask questions in my insurance in the next interaction I verify they are checking then they close the comments with no action. I just want a refund due to they never meant any of their money back policy. I started at 221 Im at ******************************************************************************************************************************************* 6 months. None has taken place and they will not give me a refund they stated I do not qualify.

  Business Response

  Date: 02/07/2024

  This member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.

  Customer Answer

  Date: 02/08/2024

  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]

   I am still being passed around to the next customer service rep letting me know my case is so important to them and they will do everything to resolve this issue. No resolution has been made for them to meet what was promised as a service from Calibrate just told they are working on it which they have been for 6 months

   

   

   

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

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

  Business Response

  Date: 02/23/2024

  This member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels. 

• Initial Complaint

  Date:02/05/2024

  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 this program several months ago. I complied with everything within the program however, the company kept submitting prescriptions to my insurance that are not covered. I provided a list of prescriptions that were covered under my insurance but the company keeps submitting prescriptions that are not covered. All attempts to remedy this and request a refund of the remaining balance have been denied. All I requested was a partial refund after achieving no results in 5 months.

  Business Response

  Date: 02/05/2024

  While we're unable to provide a refund at this time (see terms here: *************************************************************************) this member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.

  Customer Answer

  Date: 02/08/2024

  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]

   They have not cancelled my membership yet and refuse to issue a partial refund. I did not ask for a full refund. I requested a partial refund for the remaining coaching and medical sessions that I paid for. 

   

   

   

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

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

  Business Response

  Date: 02/23/2024

  This member has been refunded as of 02/22/2024, for additional information please review the confirmation email sent to you from ***********************************

• Initial Complaint

  Date:01/24/2024

  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.

  Calibrate has failed to secure access to GLP-1 medication for $25 or less per month. ON Jan. 17th, they confirmed I would be refunded because they failed to provide affordable access to a GLP-1 medication. They said I would receive an email confirming my refund and program cancelation. I have yet to receive such an email and have not been refunded for my initial purchase. Calibrate's lack of responsiveness and timeliness is infuriating.

  Business Response

  Date: 01/24/2024

  Your refund request is processing and you will receive further information from Support once your refund has been successfully processed.