Calibrate Health review: Refund

I signed up for Calibrate in 2022 for assistance with medical weight loss. I was prescribed medication for treatment of my obesity, which was extremely effective. As the end date of my one-year subscription drew near, I began to receive communication on how to sign up to continue the program (what is termed the "Masters" program). Three versions of the Masters program were offered — 1) medication renewals only, 2) medication + limited coaching, 3) medication + full coaching support. I did not feel that I required coaching, so elected option #1. This cost $450.

Shortly after purchasing the subscription renewal, I contacted Calibrate to let them know I was in need of refills. It was not until this time — AFTER paying for the $450 renewal program — that I was told by the Calibrate team that they did not plan on renewing my prescription.

Research studies for the medication I was prescribed have shown that there is a very high rate of recurrent weight gain if treatment is stopped. It is no more recommended to discontinue medical management for obesity than it would be to discontinue a person's blood pressure medication once their blood pressure is stable. With this in mind, I had no reasonable expectation to think that my provided medication would not be continued. And, obviously, I wouldn't have paid to renew the "medication only" follow-up program if I had known I would not be allowed an ongoing maintenance prescription. As such, I requested a refund for the subscription. I contacted the Calibrate team portal three times before finally getting a response, only to receive a generic message about their "no refund" policy. I requested the opportunity to speak with a supervisor, and again received a generic message that their leadership supports the no refund policy and was declined any ability to discuss my specific case. Since that time, I have spoken to members of their support staff on multiple occasions via the patient app, and continue to receive generic messages stating that no refund is "their standard policy." I have contested the charge with my credit card company and reported it to the BBB already.

Calibrate prescribed a medical treatment that was working well. When I renewed my subscription, I had reasonable expectation that they would continue to prescribe this medication so long as I paid for the program. However, Calibrate allowed me to renew my medication-only subscription — knowing that they did not plan to provide a continuing Rx — and are now refusing to provide a refund for unused services. This is a clear act of bad faith and a dishonest business practice.