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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

  • 1,137 total complaints in the last 3 years.
  • 8 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:07/05/2023

    Type:Service or Repair 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 for year two of calibrate's weight loss program in October. Things were ok until May 2023. At that time my insurance wanted prior authorization to refill the medication that I get from Calibrate. I have been trying to get Calibrate to do this since May 23, 2023. They updated their app and customer response has been terrible since then. They have closed all of my open support cases without resolving the issues. They won't respond. At one time I had 4 support cases. They closed them all. Even if they would just tell me that insurance won't cover it and that's the end of it - that would be better than just ignoring me. I've asked how to recalibrate my scales since the app updated and they never answered that either. Year one was great. Year two has not been the same experience. It's been one thing after another and it's gotten worse as the year has gone on.

    Business Response

    Date: 07/18/2023

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

  • Initial Complaint

    Date:07/05/2023

    Type:Service or Repair 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 have been a part of the Calibrate system for almost two years now. At first everything was great, they got all medications approved through my insurance. At the beginning of this year, my assigned Dr recommended that I increase my dosage of ozempic. I decided to wait until summer. For some reason, my first fill was prescribed just fine. At the second fill, the insurance was requiring a prior authorization. I've contacted calibrate to go through this process again because the pharmacy keeps telling me they haven't gotten the PA. Calibrate is now impossible to get a hold of and I only have 2 weeks of medication left. I have left countless voicemails asking for them to call me back but they never do. They sometimes leave a message in the support channel that seems to just be a canned response. I'm about to have to go off this medication cold ****** because customer service is non existent and I'm afraid I'll gain the weight back. If you value your mental health and money, I might consider trying another company.

    Business Response

    Date: 08/06/2023

    Hello, thank you for your feedback. The Calibrate Support Team is working to resolve this with the member directly. For additional support please email ***********************************

  • Initial Complaint

    Date:07/05/2023

    Type:Customer Service 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 the end of February/beginning of March. They advertise medication for weight loss for $25/month. To date, they have been unable to provide this & I see no evidence they are even trying. They prescribed me a medication not even covered by my insurance (nearly $900 a month) and then stopped communicating. I have been messaging them for over a month to try and resolve this. Messaging on the app is the only way to communicate with them. They don't offer a phone number for customer service. They have never responded to any of my messages seeking a resolution. I read all the other posts about how they are basically a scam on this website and on reddit. On June 26th, I asked for a refund via messaging on the app. They have not responded. Their refund policy states if they are unable to secure medication for $25/month, you may request a refund for the amount you paid, less a $200 fee to cover your account set up and our initial clinical coordination activities. They will find a way to not return my money. I hope you can help me compel them to refund me. I just want my money back from this scam!

    Customer Answer

    Date: 07/30/2023

    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:07/05/2023

    Type:Service or Repair 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 in early January 2023 and paid $1,600 for their service. After a medical consultation, I was prescribed GLP-1 injections, which the company was supposed to deliver through its partner, PillPak. I have attempted to resolve with the company multiple times. The only way to reach them is by messaging them on their app. They take over a week to respond. I requested a refund; however, they said that I waived my right to a refund when I elected to pay out-of-pocket for the medication. There is nothing in the policy that says youre not entitled to a refund if you elect to pay out-of-pocket for your medication. Finally, I STILL havent received the medication that was prescribedso Im out $1,600. Someone needs to shut this business down. I see other reviews online and there are many, many people having experiences similar to mine.

    Business Response

    Date: 08/06/2023

    Hello, thank you for your feedback. The Calibrate Support Team is working to resolve this with the member directly. For additional support please email ***********************************

  • Initial Complaint

    Date:06/30/2023

    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 to get medication for weight loss. Their premise is to guarantee medication throughout the process. I have struggled to obtain medication from them or even a prescription. They have NOT resolved my situation and one of my biggest concerns is that not even their medical staff respond to messages. This is a HUGE red flag since this medication can have side effects and without medical support this looks kind of risky. I am requesting a full refund of my payment.

    Customer Answer

    Date: 07/24/2023

    Better Business Bureau:

    At this time, I have not been contacted by Calibrate Health, Inc. regarding complaint ID ********. Their app doesnt even work.

    Sincerely,

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

    Business Response

    Date: 07/31/2023

    Hello, our Member Success Team has reached out to you regarding your request directly. 

    Business Response

    Date: 09/28/2023

    Member has already been assisted by support and are not refund eligible per the agreed upon terms and conditions upon sign up. 

    Upon signing up for the Metabolic Reset, a member commits to paying the associated $1,511 cost. We understand that some members may prefer not to pay this amount in an upfront, billed-once payment, so we partner with Affirm to give our members the option to make monthly payments through the Affirm loan.

    With this option, Calibrate does not manage your Affirm payments, nor do we have any visibility into your loan schedule with Affirm. These payments are exclusively between you and Affirm for the loan that Affirm issued to you. Since Calibrate does not have access to the specifics of your loan with Affirm, in order to get the most accurate details on your loan status (i.e. number of payments left), you would need to reach out to Affirm directly. Here is a link to their Help Center.

    Additionally, once a member is outside of Calibrates refund eligibility window, he or she is still responsible for making payments through Affirm up to the full amount $1,511 that Affirm has loaned. Since this member is not eligible for a refund, as per our terms and conditions, you are still responsible for completing all outstanding loan payments via Affirm.

     

    terms and conditions agreed to upon singing up for the program; ********************************************************************************

    Customer Answer

    Date: 10/12/2023

    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 will continue to request a refund regardless of your misleading terms. The way you advertise medication as a guarantee is a total scam. Just like you keep charging me monthly religiously, I will continue to complain about your lack of response to my request.

     

     

     

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


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




     

  • Initial Complaint

    Date:06/30/2023

    Type:Service or Repair 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 early May 2023. Since then, it has been almost impossible to get any kind of communication from them. I had lab work done and then finally had my 1:1 with the doctor on June 14th. She told me I was approved for the program and they would be in touch with my insurance. About a week later, I got a note in the app saying that I needed more blood work. Every time I respond the them, it takes 2-3 days minimum to get any kind of reply back. It has currently been almost a week since I last heard from someone. There is no way to talk to anyone on the phone and no other way to communicate than through this app. Right now, I am paying money for absolutely nothing! We are coming up on two months since I paid Calibrate and I have zero to show for it. Even just an update would be appreciated!

    Customer Answer

    Date: 07/25/2023

    Better Business Bureau:

    At this time, I have not been contacted by Calibrate Health, Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:06/30/2023

    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 purchased a Calibrate membership early morning on 6/27/23. Later that evening (the same day), within their 72hour cancel window, I requested to cancel. I have asked to cancel 4 additional times since then. Each time, I receive a message back asking why, and I have already gave them my explanation. After purchasing I was allowed to join a ************** for members of Calibrate and there were ZERO good reviews. Every single post was about how bad the customer service was and how there was no help or support in regard to getting medication or answering any questions. I knew I had made a mistake and that's why I requested to cancel almost immediately, well within their contracted 72hour cancel window. I'm still waiting to hear if they will actually cancel my membership and if I will receive my money back.

    Customer Answer

    Date: 07/12/2023

    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:06/30/2023

    Type:Service or Repair 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 for the Calibrate program on 6/15/23. I received an email asking for more information on 6/17/23 and was told I would a receive information to get lab testing done as part of the program. The program cannot begin without lab testing. Despite multiple requests to calibrate, I never received the lab orders. As a result, I requested my account my cancelled, per their policy. Despite multiple requests, I have received no response. I have sent multiple message thru customer support portal on their app, as requested. I have sent emails, I have left messages ona phone that only goes to voicemail despite being business hours, and have sent messages via their social media platform.

    Business Response

    Date: 07/31/2023

    This member has been refunded as of 7/25, for additional information please review the confirmation email sent to you from ***********************************

  • Initial Complaint

    Date:06/30/2023

    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.
    Im a paying member of Calibrates masters program, supposedly providing medication and guidance to improve health. The company prescribed medications, but has zero customer service. They are completely unresponsive to patient inquiries and requests, causing me to miss medication dosages. Im paying for a service and care I dont receive.

    Business Response

    Date: 08/01/2023

    Hello, thank you for your feedback. Support has resolved this request with the member directly. For additional support, please email ***********************************. 

     

  • Initial Complaint

    Date:06/30/2023

    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 signed up with Calibrate to move forward with my weight loss goals. From the atart, they were unresponsive, only getting back to me when I sent an angry 3rd message. I decided to establish care with a more reputable group, and tried to cancel my membership with Calibrate per their stated terms and conditions. They continued to be unresponsive, and have yet to address my request for cancellation. They should be shut down due to not meeting minimal standards for responsiveness for a healthcare organization. There are so many better options out there.

    Customer Answer

    Date: 07/25/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Calibrate Health, Inc. has been resolved.  They did finally refund my money and cancel my membership after much back and forth.

    But I am confused.  You sent me a message on July 10, 2023, advising me that my complaint did not fall under your jurisdiction, and that you were not processing it.  Is that not the case?  Please clarify.


    Sincerely,

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

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

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