Business ProfileforCalibrate Health, Inc.

BBB files indicate a Pattern of Complaints regarding order fulfillment, customer service and billing issues for Calibrate Health, Inc. BBB has noted a marked increase in complaint filings against the company since 2022. Consumers claim they register with the company to enroll in a program offering weight loss prescription medications and telehealth support. A number of consumers allege that once they sign up, they are charged right away (anywhere from $1,000-$1,500) for the annual program. Many of the complainants describe the problems encountered in receiving the medications or health support services such as lengthy delays and lack of communication/responsiveness. Other consumers who want to cancel the program/service reportedly experience difficulties trying to get Calibrate Health to take action, whether it is to process a refund or terminate a payment plan that's been previously set up (like Affirm). Most of the consumers say the company's inadequate customer service is an obstacle to resolving any issues and others noted that the canned or bot responses the company sends through its support channels are not helpful.

On 5/15/2023, BBB contacted Calibrate Health, Inc. and requested its voluntary cooperation in addressing the underlying issues in the aforementioned Pattern of Complaints. As of 6/12/2023, Calibrate Health, Inc. provided a response to BBB and indicated that a new internal platform will seek to improve its ability to provide prompt customer support. In addition, a new mobile app launched for members which is designed to improve communications to members about the process, timeline and overall journey following their purchase of Calibrate services. The company also plans to enhance its FAQs for members as part of the new app, and intends to roll out phone support to strengthen the member experience in the coming months.