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:08/01/2022

  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.

  I paid for a 12 month program on 4/13/22 for $1545 that includes access to nutritionists, medical professionals, and medication for weight loss. ***************** access to medical professionals, and medication has been non-existent and i have tried for a month now to talk to someone through chat, phone, and email with to no avail. Apparently this is a widely known issues with many people gathering online to voice their frustration as well.

  Business Response

  Date: 08/01/2022

  Hi *****,
  We apologize for the poor communication, this is not the experience we want our members to have. We will issue a full refund to the card on file as per our terms and conditions. You will receive an email from *********************************** confirming your refund, and the refund amount of $1,545 will then appear on your card within 10 business days.
  Once the refund is processed, you will no longer be able to access your Calibrate account, but you can always reach us via email. If there's anything else we can do or any follow-up questions we can answer for you, please let us know we're happy to help in any way we can!
  Warmly,
  Team Calibrate

• Initial Complaint

  Date:08/01/2022

  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 joined Calibrate 9/2021. I was promised bi-weekly coaching, meds, & a 3-mo check in with a medical doctor. The initial medical check-in was on zoom with a real doctor but the follow *** were irregular, & turned out to be purely survey-driven through the app. The app itself is terrible & almost unusable for many key functions it's supposed to serve. Despite these issues, overall the program was a mostly positive experience. I was placed on Ozempic initially & my meds were gradually increased until Calibrate moved me onto Wegovy. After 3 months on Wegovy, I abruptly stopped receiving refills with no explanation. After spending hours on the phone with ****************************** fulfillment pharmacy, TP, I was told that the only reason I'd been given Wegovy is that Calibrate had a 3-month coupon for it & that now I'd need to be transitioned back to Ozempic. While Calibrate assured me that there was no significant medical impact of this change, in reality the Ozempic had more GI-related issues & was not as well tolerated. I stuck with it anyway & was prompted to refill this month. I paid my copay, but never received the medication. TP told me Calibrate was supposed to inform me that they could no longer obtain Ozempic 2. 0 & work with me to get it from another source. But there was no communication from Calibrate & when I reached out to them, they referred me to support, who still hasn't responded. TP says it will take another month to send the meds. At about the same time, the app stopped allowing me to manage appointments with my coach & so I reached out for support on that issue too. I received no response from support & consequently missed two appointments with my coach, resulting in 6 weeks without that part of the service. I was later told that my coach had quit. By way of resolution, I've asked for the last two months of my commit to Calibrate to be refunded to me ($250) since they are not delivering any of the promised services for that time. They have not responded.

  Customer Answer

  Date: 08/03/2022

  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:08/01/2022

  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.

  I signed up for Calibrate on April 28 and was doing well with the program until a few weeks ago when I missed some of the training sessions due to a family emergency. They sent an email saying they pause me and to reach out when I was ready to start back. I have tried reaching out to Calibrate repeatedly after their initial response saying they would get back to me its been over a few weeks now using their in-app chat, email and phone without getting any response whatsoever. I had to reach out to my primary care provider for help with my medication and they said this is unacceptable in the world of healthcare to get stuck in a limbo as a patient. I would like to cancel my membership and get a full refund on my payment plan made through their payments partners ******.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1520 through ****** on 8/1/22 and has since Exited our program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/01/2022

  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.

  I signed on with Calibrate in April of 2022. For the first three months no medication was approved for me, with no communication from Cablibrate about the status of my medication approvals. My coach apologized and suggested that because the wait for medications was longer than the company quoted that I put the program on temporary hold. This was to avoid wasting my coaching sessions prior to getting the medications. This is a $1600 program and I am paying monthly; I was told those payments cuouldn't be suspended during the pause, so I have continued to pay. Shortly after the pause began I received a message that a medication was approved and they were able to get me into their discount program. On 7/1/22 I asked for my Calibrate program to be unpaused so I could start receiving medical and coaching support they had promised. No one has responded to date. I received the medication from a mail order pharmacy and began taking it earlier in the month and I still have not heard from a single Calibrate employee since then, not even automated responses to my messages. I have been messaging, calling, and emailing multiple times in the last 30 days. I am due for a medical follow-up that no one has booked, and messaging in ****************** has resulted in no response from a doctor. I indicated I have questions about side effects that are significant and still no response. I am due for a refill of my medication, and no physician has responded to the pharmacy either. Speaking as a healthcare professional this is negligent and dangerous behavior on this company's part. I am requesting a refund.

  Business Response

  Date: 08/01/2022

  Hi ****, 

   

  Thank you for your feedback. We see that a member of our Escalations team has reached out to you and set up a phone call while we work on a resolution for your current issue. Please let us know if you need any further assistance and we look forward to assisting you. 

   

  Warmly, 

  Team Calibrate

  Customer Answer

  Date: 08/02/2022

  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 was promised a call with the escalations team today at a specified time. They did not call. I no longer am willing to have discussions with this company. I want an immediate refund or they will hear from my attorney.
  

  
  

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

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1545 through Affirm on 8/4/22 and has since exited our program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/01/2022

  Type:Order 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 Health in June. From the beginning, there has been terrible communication. I was told 6 weeks to get insurance to pay for medication. After about 10 days a random pharmacy (not the one I was told) called me and said they had my prescriptions but it had been canceled by the ******** pharmacy felt like it was just in error. I tried reaching Calibrate through the App. NEVER HEARD BACK. I messaged the Dr. NEVER heard back. I continued to get calls from the Pharmacy telling me that my prescription had been canceld and they could not reach the Dr. ONLY when I asked to cancel my membership did Calibrate try to redeem themselves. I tried to cancel my coaching session and there is NOT a way to do that on the app. I paid for Calibrate through Affirm. I am requesting a REFUND. This company is a Joke.

  Business Response

  Date: 03/09/2023

  We were able to get this member medications (*******). They completed their program in 12/22 as planned. We consider this complaint to be resolved. 

• Initial Complaint

  Date:07/29/2022

  Type:Customer Service 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.

  **************** has been terrible since the beginning. I waited almost a week for a reply that didnt answer my question and waited again for several days before I received a reply. The program sounds good, but the execution has been awful.

  Business Response

  Date: 03/09/2023

  Member was informed of their prorated refund of $995 through Affirm on 8/15/22 and has since Exited  our program. We consider this complaint to be resolved. 

• Initial Complaint

  Date:07/29/2022

  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.

  I joined Calibrate in November 2021. Everything was going well until end of June. My counselor went on maternity leave. In the month of July I have not had any counseling sessions nor prescriptions. I have messaged them numerous times through the app and no response whatsoever. Meanwhile $135 is taken from my bank.

  Business Response

  Date: 03/09/2023

  We were able to get this member their refill of medications, and extended their program an additional month to compensate for the delay in refill.  Member Remained in our program for the full year +1 month. We consider this complaint to be resolved. 

• Initial Complaint

  Date:07/29/2022

  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.

  This organization claimed to provide a comprehensive weight loss which has turned into a lie. They said that I had no medication options left and when they finally found an option I have not been able to get anyone to respond to how to fill it. They wont respond to my request for a refund.

  Business Response

  Date: 03/09/2023

  Member was informed of their full refund of $1620 through Affirm on 8/1/22 and has since Exited our program. We consider this complaint resolved. 

• Initial Complaint

  Date:07/29/2022

  Type:Sales and Advertising 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 joined Calibrate in March of 2022. Everything was going good until this last month. They sent out an email stating that they were charging how the medications were handled. I tried contacting them with emails and through their app. No response. Then they changed my coach with no notice. She informed me that the company had laid off a bunch of employees and thats why my coach was changed. That didnt sound good. Then the founder sent out an email stating that the company was having some issues and that they would be correcting the problems. It only got worse from there. I have called, emailed and left messages in their app with no response. The last thing that happened was I had a Zoom appointment with my new coach and she never joined the appointment. After this I tried again to contact the company numerous times with no response. The least they could do would be to explain what has happened. I paid a lot of money to this company. I would like the company to give me a refund for the last six months of the program that I wont be getting.

  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:07/28/2022

  Type:Delivery 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 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