Business Profile
Weight Loss
Calibrate Health, Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 1,137 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/19/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for calibrate on a payment plan. They made it very clear that there is a refund policy if you follow all the steps and if they are unable to give you the medication within a certain time frame at a certain cost. I followed all the steps they were not able to give me the product or services that I paid for within the time frame promised. I emailed and contacted support for two whole months without a response in attempt to cancel my account and receive my refund. I have gotten a few responses that say "I'm sorry that you want to cancel we will help you with it" but I'm still being charged monthly and still have no product or service. There is no phone number to contact support and there's no way to contact anybody at the business to escalate support.Business Response
Date: 12/21/2023
Your refund request is processing and you will receive further information from Support once your refund has been successfully processed.Customer Answer
Date: 12/22/2023
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:[Your Answer Here]
I have received at least 5 separate emails since November 20th stating that my refund and cancellation is processing. It still has not been resolved over a month later and I am still being billed which is impacting my credit score negatively. It should not take a full month to cancel an account especially when they are still billing for the product.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business Response
Date: 12/29/2023
This member has been refunded as of 12/19/2023 for additional information please review the confirmation email sent to you from ***********************************Initial Complaint
Date:12/19/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for a 1-year program with Calibrate on 8/1/23 for $1699.00 and was promised prescribed medication and monitoring. I have had nothing but problems with the program and their lack of support. Nowhere on their site did it indicated the bloodwork they were going to order would have a significant cost, I was charged an additional $456, which I found out about after the fact. I have written the company through their app support, and it takes them 4-6 weeks to respond. I have been in the program for 5 months, it took 3 months to get medication, it made me incredibly ill, and when I notified them, they said they would get back to me on next steps, that has now been almost four weeks ago. I paid for services that are not being rendered, I have no medication I am able to consume, no doctor contacting me with alternatives, no response from their customer support. Essentially I have paid over $2000 total for an app, its unethical. I am incredibly disappointed with their customer service, their lack of responses, and having no ability to call and speak to anyone by phone to try and solve anything. At this point, I want a refund for the additional 7 months I have left for the program ($991.00). They are one of the most awful companies I have ever had to deal with.Business Response
Date: 12/21/2023
This member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.Customer Answer
Date: 01/05/2024
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:12/14/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up with Calibrate back in August 2023 using Affirm to take out the loan to make payments with. I had the doctor *** review online on 9/13/2023. This is when 90 days started with the promise of getting a 25 ************** GLP-1 medication. TODAY is 12/13/2023! I am looking at canceling and receiving a partial refund from this Calibrate program. I have all documentation needed to help this process along.I was notified on Nov 22, 2023 that my insurance denied 4 GLP-1 medications.I asked on Nov 29, 2023 if I can cancel the remainder of the program, I did not receive an answer.I was notified on Dec 7, 2023 that I was approved for Wegovy GLP-1 medication. That same day my pharmacy called and said it was over ***** dollars. This does not fit the 25 ************** copay for the medication they promise.In fact I called my pharmacy benefits up and was informed that insurance does not cover any GLP-1 medications.So being approved for Wegovy GLP-1 medication is a lie!I emailed Calibrate the very same day Dec 7, 2023 to let them know what my pharmacy told me.On Dec 11, 2023 Calibrate emailed me back thanking me for reaching out and they passed the medication cost concern on to the Support team that can best assist.I feel like now I am being strung along or ignored.Wegovy GLP-1 medication does not offer major discounts to make it affordable. Especially since my insurance does not cover these types of medications.I have notified Affirm on Dec 10, 2023 of this situation. They mainly focus on telling you to contact the merchant. That is very hard to do without a response and being strung along with copy and paste messages and dishonesty. (They do not have any guidelines in getting back to you within a timely matter.) Please help me cancel this program and with getting a partial refund back at your earliest convenience. I cannot afford ***** dollar medications when my insurance will not cover any of them!Thank you.Business Response
Date: 12/18/2023
Your refund request is processing and you will receive further information from Support once your refund has been successfully processed.Customer Answer
Date: 12/28/2023
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:12/13/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I joined Calibrate Weight loss in March 2023. Initially they were unable to get prior authorization from my insurance company to cover weight loss medication. In September 2023, I changed insurances that would cover weight loss medication. I provided the new insurance information to the their insurance department. Since September, my new insurance has not been sent any prior authorizations request. The company has continued to send requests to my previous insurance. I have notified them at least 4 times to inform them that I have new primary insurance and a prior authorization request has not been sent to that one. I would like a refund because the company has not meet their obligation of sending a prior authorization request to my new primary insurance which started in September 2023. I have notified the company every time I received a letter from my secondary insurance with a denial that weight loss medication is not covered. It has been very frustrating. Contacting the company is challenging and can only be done through the app. I have received limited responses about my issues.Business Response
Date: 12/21/2023
This member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.Customer Answer
Date: 12/27/2023
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:[Your Answer Here]
After being able to talk someone in person there was action on getting the prior authorization Due to being frustrated I had requested to cancel and at the time no action had occurred I would like reinstate my membership and I have sent numerous messages through support without any response about membership or the prior authorization.
*****
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 01/16/2024
A member of our Support team will be reaching out to assist via email from ************************************Initial Complaint
Date:12/12/2023
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They have not followed through on their written promises. I have written to them many times and cannot receive a response. There is no phone number to call and no one to provide support. I am paying a membership fee and they are not responding.Business Response
Date: 12/21/2023
This member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.Initial Complaint
Date:12/11/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Calibrate advertises that they are a medical provider that provides medical advice, medical services, and prescription services. The medication that they provide requires the patient use them weekly and consistently to avoid side effects. The "medical staff" is impossible to reach. The customer service is nonexistent. There is no way to get help from medical staff. The only way to get medication is that Calibrate must get authorization from insurance. This can take weeks when it should take minutes. I made a request for authorization 4 weeks ago. It takes about 7 days for any message to be addressed- often with a question confirming the original question and then another 7 days before they confirm they saw the question and then ask the same question again. It is impossible to get the medication that is required. They should lose their ability to "practice" medicine. They are a total scam at this point.Customer Answer
Date: 12/11/2023
The resolution I am seeking is for Calibrate to either a)provide the services they promise (access to medication, medical provider, etc.) or b) lose their ability to practice as a medical provider.Business Response
Date: 12/21/2023
This member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.Initial Complaint
Date:12/11/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The initial payment receipt is July 02, 2023.My bottom line complaint with the company is that I would be issued a full refund if they could not help secure a prescription for a GPL-1 medication such as Ozempic. Upon their last message to me on November 30, 2023, in which they notified me that I would be eligible for a refund if I chose to cancel the program, I received no response. I have since been charged on the app "Affirm" to continue fulfilling payments. I have reached out to the company three times since that date to notify them that I wanted to discontinue service and move forward with a refund.A further detailed description of the ongoing issues with the company as a whole- There were immediate issues with communication going into the program. I was given a set of items I needed to provide before I could have a one-on-one telehealth visit with a provider. I obtained the required tests and then had no response about a date for a doctor's visit. It wasn't until I sent them multiple messages that I was told that I was missing further tests and needed several other blood tests. I had not been given that information initially, so it took several more weeks to start the program. There are countless issues with the app and the ability to reach out to staff. It can take weeks before getting a response to a simple question. I believe they are severely understaffed and overworked. I was reassigned a health coach because my first one quit during the first few months.Those are a few other contributing issues.Business Response
Date: 12/21/2023
This member has been refunded as of December 19,2023, for additional information please review the confirmation email sent to you from ***********************************Customer Answer
Date: 01/03/2024
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:12/11/2023
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am still waiting for my refund from this company. They contacted me on 11/28/23 to say they could not successfully prescribe me medication, and asked if I would like a refund. I immediately responded yes. I have sent numerous messages since and they have not responded.Business Response
Date: 12/19/2023
Your refund request is processing and you will receive further information from Support once your refund has been successfully processed.Initial Complaint
Date:12/07/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Calibrate lead me to believe they could obtain a GPL-1 weightloss drug and get it approved by my health insurance. Within 2 months of paying Calibrate, they did submit to prior authorizations for two drugs. One prior authorization was denied. The second was dismissed because Calibrate didn't answer their phone nor respond to a voice message left by my health insurance. To my knowledge Calibrate has yet to submit another prior authorization. Furthermore, Calibrate has made it impossible to contact anyone outside the mobile app chat. In that chat Calibrate has basically ignored me and not provided any helpful information. It has also ignored my repeated requests for a refund. Furthermore, the health coaches that I do talk to can't help me with any of this. Two of them have already quit.Customer Answer
Date: 12/15/2023
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.They have submitted a refund of $1499 to my payment account and cancelled my membership.
Sincerely,
***********************
Initial Complaint
Date:12/06/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I receive prescription medication through Calibrate. Despite alerting them to the fact that I need a prescription sent to the provider asap in order to maintain the recommended schedule of medication, theyve failed to respond to multiple requests over the last three weeks. They have no phone number to contact them and there has been zero response despite the urgency of the request. This is not the first time theyve been unresponsive but it is by far the longest.Business Response
Date: 12/18/2023
This member is actively being assisted in Support. For further assistance please continue to reach out directly through our Support Channels.
Calibrate Health, Inc. is NOT a BBB Accredited Business.
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