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:06/21/2022

  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 on May 6th states you may cancel in 3 days after signing up. However , It has been over 2 months and I still have no appointments scheduled with a coach after reaching out mutiple times via the app and email. I was told after my health assessment I would not be able to get a refund but I am clearly not happy with this program. I have already been approved for medication that my doctor was able to get prior authorization for in 2 days. This team stated they dont update the patient on the status of their medication. That is not clearly listed before paying. They also are telling me it can *********** or more weeks to get approval. That is also not told before signing up. This business is not being truthful and I want refunded. This is not a good practice. As an RN , I am well aware of insurance and it doesnt ***********-8 weeks to find out the coverage. My insurance has been wonderful and response time is fast. This is not how I want to be on a program that cant respond to my questions or concerns. You should have the option to cancel if you are not satisfied with the care and promise of this program. Taking 3 months to even begin is not okay.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1620 through Affirm on 6/28/22 and has since exited our program. We consider this complaint to be resolved.

  Customer Answer

  Date: 03/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/21/2022

  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.

  This business agrees to refund money if they are unable to get medication covered by insurance. After over a week of inquiries as to where they are at in having the ** covered by my insurance, and how to request a refund because they have been trying since April, the customer service has become completely and intentional non-responsive.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1620 through Affirm on 6/28/22 and has since, exited our program. We consider this complaint to be resolved.

• Initial Complaint

  Date:06/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Calibrate and had my first dr visit on 5/10. I was told it could take up to six weeks to the my *****. Medication. Vitacare, the pharmacy concierge called on 5/16 to get my insurance information. I have called a weekly mail its no resolution. Reached out to both the medical and clinical channels numerous times and as given the run around. I was told that calibrate had not sent over my file to start the PA process. Vitacare requested the file numerous times. I reached out to an email box and was told they the intake file could not be uploaded properly on 6/9/22. I reached back out to the email box on Monday 6/13 and despite the promise of a response in 3 business days I have no response. 6 weeks will be 6/21/22. Due to the lack of action or response during this entire process I would like to request a refund. Calibrate has not been responsive to me at all but they are still collecting money monthly. Its racket.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1371 through Affirm on 6/30/22 and has since exited our program. We consider this complaint to be resolved.

• Initial Complaint

  Date:06/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Calibrate because it had a medication component to the program. I have tried numerous other programs, that ended up not really working and thought that the medication component makes sense. I believed in it so much that I decided it would be worth the very high cost for the program. About two months into the program, Calibrate was unable to provide all services promised within the contract. I was told that my approved RX was transferred to their 3rd party pharmacy. But then their 3rd party pharmacy was unable to have my medication delivered to me on a timely basis, so I was without my medication for two months. I have made numerous attempts to resolve this and Calibrate continued to take my $135.00 monthly payment. After the medication finally arrived, it was the wrong dose! And I had to wait a couple more weeks to get the right dose. Not only was this inconvenient, it was dangerous! When I finally did receive my correctly dosed medication, I ended up having very bad side effects of stomach and lower back pain to the point where I couldnt even stand up. I informed Calibrate of this and they suggested I stop taking the medication, wait 2 weeks, then try it again. Try it again?!!! My doctor said to absolutely not try it again because it may be causing pancreatitis. Combine this with the terrible communication process with Calibrateyou can only contact them through the app and it takes days for them to get back to you at best, and most responses are templated responses that really dont apply to my specific needs. At this point, about 6 months into the program, I told my Calibrate Coach of my concerns and that she would have her superior call me, but give it a couple of days. It's been weeks still have not heard from **************************** continues to take my $135 monthly payment. I am not losing weight since I cannot take the medications and now no one at Calibrate seems to care. I do not think Calibrates medical advice is ethical. I want my money back.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1620 on 6/16/22 and has since exited the program. We consider this complaint to be resolved.

• Initial Complaint

  Date:06/15/2022

  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 signed up with Calibrate on 6/2. I immediately decided after more research that this program wasnt actually right for me. I found their cancellation policy which said if I cancelled within 48 hours I can get a full refund. I followed their directions and emailed them asking for a cancellation. Ive yet to receive a response. Ive emailed them 4 more times and called once. I cant get a response about cancelling and im in the line for $1,400 with Affirm which they make you to use for credit.

  Customer Answer

  Date: 07/09/2022

  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.)

  I heard back about cancellation after I contacted you.

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

• Initial Complaint

  Date:06/15/2022

  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 started my Calibrate journey in December 2021. I was very excited - the program sounded to good to be true. I have been successful on the program, loved that they guaranteed to fight my insurance company to offer medication for no more than $25 per month. I was having success (even referred a friend!) until I received an email in April of 2022 saying they had forgotten to inform some members that a 6 month coupon was being used to cover the cost of medication. The email stated it could take up to 45 days to have an answer on an insurance appeal to cover the medication. Numerous messages have been sent, one response stated a new medication was approved, yet my insurance company sent me a letter denying that same med! Here it is middle of June and I have NO meds, there is no customer service responding to my requests for updates on my case, this is supposedly supervised by a doctor I met with an MD once and never was a second appointment made to review my progress when I hit 6 months (which I was told when I signed up). Never was it disclosed Id only have 6 months worth of medication. I recently received a new module to the program and it once again stated medication was guaranteed - this is so misleading and stressful! They also removed that wording in the last week - I am sure Im not the only one that noticed it! I am paying for a program that is NOT providing what it guarantees. I emailed on 5/25, never received a response to my email. Sent message on 5/22 via the app, on 5/27 I was told Ozempic was approved they would be in touch with that info (meanwhile letter from Cigna denied coverage) - I still have not heard from Calibrate- message sent 6/6, no response. **************** is non existent!

  Customer Answer

  Date: 06/25/2022

  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:06/13/2022

  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.

  To whom it may concern:I am asking for your assistance in attempting to get refund on my Affirm account for the Calibrate weight loss program.Unfortunately, the Calibrate company and medical support team have not provided me or their concierge pharmacy named ******** Pharmacy with the necessary prescription for Ozempic 2mg, which was to replace the Wegovy that is no longer covered by my insurance. Despite numerous email and phone calls, ******** states they have not received it, even though one of the doctors said they submitted it on June 8, 2022.Calibrate has not lived up to their medical agreement to provide me with a prescription to have a medication that is 100% covered Interestingly, the Calibrate team notified me on April 14, 2022 that the Wegovy was no longer covered, and that they were "working on" an alternative. So as not to have a break in my treatment schedule, I have done ALL the legwork on determining coverage. I even contacted my insurance company to determine if Ozempic would be covered. I then reached out to Calibrate and ******** and told them such.I am tired of calling and emailing and calling again. I get nowhere with this company, and this week I am without medication for the first time despite contacting Calibrate too many times to even count over the past 2 weeks!I am asking you to help me obtain a refund for this program. I am a nurse myself, and feel a medical team letting me go without a prescribed medication is negligent. I lived up to my end of the agreement and participated in every facet of the program. It is unfortunate because I was finding it very helpful up to this point.Thank you,*************************

  Business Response

  Date: 03/09/2023

  Member was given prorated refund for their time without meds. They opted to stay in our program until their membership ended in 12/22. We considered this complaint to be resolved. 

• Initial Complaint

  Date:06/02/2022

  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.

  On 1/10/2022 I signed up for Calibrate. I was uncertain about the program so I read the fine print of their program guarantees extensively and felt reassured. Everything I had read on their website and heard in the webinar I attended said their welcome kit included a blood pressure monitor. When my kit arrived, there was no monitor so I reached out to Calibrate support via message to ask about it and they said they changed that policy. At the time I confirmed there were still parts of their website that advertised the cuff in their welcome kit. Through that process I realized how poor their customer service structure is. They have a phone number to contact for sales, but nothing once a person has paid the full annual amount and signed up. Those were my first red flags. After that, the process was explained to me and I was guaranteed I would receive a GLP-1 medication within 6 weeks. My employer changed health insurance providers in 2022, so my new health insurance approved the medication as a one time courtesy and made it clear a prior authorization (PA) would be required for refills. My first dose was in Feb. When a refill never showed up, I contacted Calibrate and their pharmacy multiple times. I was told a PA was submitted on 3/18 and would take about 2 weeks. At 2 weeks, I contacted the pharmacy again and they told me the PA had been sitting in Calibrates hands for more information and I needed to follow up with them, which I did. That PA was denied and then it was radio silence from Calibrate. They advertise a concierge service that takes care of the PA process so you dont have to, but that has not been my experience. I have had to manage the process for them. I have followed up multiple times with Calibrate and they have failed to deliver on the promises and guarantees I signed up for. It feels like a bait and switch. I have reached out multiple times for a refund and Calibrate has not replied. I am requesting a full refund of my program cost.

  Business Response

  Date: 06/03/2022

  Hi ******,

   

  I apologize for the experience you had with better, and I made sure a full refund has been issued.

   

  -Team Calibrate.

• Initial Complaint

  Date:06/01/2022

  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 wanted to share my own personal experience with calibrate. Calibrate has the worst customer service out there. The moment the company secures your money, you are left in a black hole. Messages go unanswered and the promise to get your medication approved is a lie. The truth is, Calibrate banks on using lab records to make an argument for a diagnosis that is amenable to GLPs. When they are unable to do this, which happens frequently, the customer is left stranded. On average, my messages took 7 days to get a response. And the response never addressed my concerns. Then there is the non-existent physician and phone number. My insurance company insinuated they didnt trust the company because of the lack of communication, the fact that phone numbers and addresses were not accurate, and, when they were able to speak with someone, it was always, wrong number. Something just does not feel right about Calibrate.The medical assessment is not comprehensive, maybe cursory, at best. In the month that I was a member, I was left to my own devises, theres no accountability, no communication from the support staff or the doctor. I should have known the company was a sham based on the number of complaints on the BBB website. I have sent seven emails requesting my full refund including that of the sham medical assessment that was a hokes to try to defraud my health insurance company by claiming a diagnosis for GLPs. After further review, my insurance denied calibrates claim for GLPs because I didnt have the requisite diagnosis. This is something that Calibrate was aware of before the consultation. I see no reason why calibrate should benefit from this. I spend more time trying to speak with someone to resolve this issue, but theres no one to efficiently and timely respond to any email or portal messages. This is the worst company I have ever had experience with. Stay far away from this company.

  Business Response

  Date: 06/16/2022

  Hi *******

   

  We're sorry for your experience and a full refund has been issued.

   

  Team Calibrate

  Customer Answer

  Date: 06/17/2022

  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.

  In addition, BBB should remove the A rating for this company. It is misleading and, based on the number of negative and low rating complaints, is inaccurate. 
  
  Sincerely,
  
  ****** ****
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/24/2022

  Type:Billing 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 because of their guarantee that my health insurance company will provide the glp1 at $25 or less. When I signed up, they sounded confident and assured that they could accomplish this and they boast of a 95% success rate on their website.Ive had insurance problems with the drug saxenda in the past and after paying out of pocket for it, the drug was proven to be ineffective. My doctor also told me do not Use contrave and reneged prescribing it. Both of these drugs are in the program used by calibrate. I made sure they knew this on both the intake form and the intake by their physician, ** ***** ******** When my drug of choice, ozempic, was denied by the insurance company, I am told I am not entitled to a refund unless all of the drugs are denied, which could take up to 5 more months. What really bothers me is that this program will choose to prescribe both contrave and saxenda by default anyway to continue with this program, even after knowing my doctors feedback and my experiences with it. I do not think as a healthcare company dispensing medical advice that this is ethical. I am asking for assistance from the BBB because I cannot continue this trial and error process with medicine with calibrate and I want my money back without the insurance headaches. This was a bait and switch, a waste of time, money, energy and a huge disappointment. The refund process by this company is difficult by design to wear down the consumer in an effort that they would not wait out the lengthy process. I would like a full refund.

  Customer Answer

  Date: 06/02/2022

  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,
  **** *********