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:05/28/2025

  Type:Billing 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.

  ro quoted me an initial price of $45 and $145. On the second refill, I was charged $45, $145, and an additional charge of $199, totaling $344. The $199.00 was not authorized or agreed to. I have cancelled my membership. Its fraudulent.

  Customer Answer

  Date: 06/04/2025

  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:05/23/2025

  Type:Product 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.

  The business took my personal health information and is now not letting me delete my account or personal information despite not wanting any services from them.

  Business Response

  Date: 06/05/2025

  Hi *****, thank you for sharing your feedback. Were sorry for any frustration you have experienced. We reviewed your account and can confirm that it was previously successfully canceled. We could not locate any request for complete deactivation,  however we went ahead and made sure to complete this on our end. Please reach out to ****************************** if you need any additional assistance or would like a confirmation email!

  Customer Answer

  Date: 06/06/2025

  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:05/20/2025

  Type:Delivery 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.

  It has been over 12 days and still no product. Seems to be stuck in the system BUT the company will not answer emails. IF they answer emails they just give excuses and will not help, or do anything about this issue. Everyday there system around 9pm eastern times changes the date I will receive the product to the next day. This has been going on for over 12 days now. No one at the company wants to help or take care of the issue... the only way to contact them is email messaging. I have sent over 25 emails and no help nothing!!! Keep in mind this is during a 12 day period....

  Business Response

  Date: 05/30/2025

  Hi *****! Thank you for reaching out, and were sorry to hear about your experience. We completely understand how frustrating this can be. We took a look into your account and it does look like your order and replacement has gotten lost in transit. We have looped in the appropriate team to solve this as soon as possible. You should be receiving a message shortly. If there is anything else we could do, please reach out to *******************************

  Customer Answer

  Date: 06/04/2025

  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 finally sent a package with *** overnight and I was able to receive it and also signed for it, which was perfect.  It took over 30 days to fix but the issue is now fixed
  
  Sincerely,
  
  ***** **** **********************************

• Initial Complaint

  Date:05/14/2025

  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 decided to sign up for RO to help with my obesity and health related issues. I signed up 03/14/2025 and a provider reached out to me with questions about what medications I would be interested in starting as some could potentially be covered by insurance and some would have to be bought through them at a $500+ monthly charge along with the monthly subscription to use the service. I chose to go through insurance. After a week they reply back that I chose to go without insurance and that the cost would be $500+. I replied that I chose to go through insurance and they had to change the selection to what I chose. First red flag. Communication is awful with any of the **** or providers. They take over a week to rectify and situation. It is now 05/14/25 and I still have yet to pick up medication at any pharmacy. They claim to have insurance concierge to help with any insurance issues. I was charged twice for services I have yet to receive. I would not go back or recommend this program.

  Business Response

  Date: 06/05/2025

  Hi *******, thank you for sharing your feedback. Were sorry for any frustration you have experienced. In regards to pricing, medication costs will depend on your personal insurance coverage, and our partners work with your insurer to help determine coverage for you. You can get more details on estimating medication costs within the Ro Body membership Guide here: **********************************************************************************************************; After further investigation, it looks like a member of our team reached out to let you know of the PA approval on 5/16/25, however you canceled your account on 5/14/25. We completely understand this was due to delays and have issued you an $190 refund,  as requested. The receipt has been sent to your email address on file. Please reach out to ****************************** if you have any additional questions!

  Customer Answer

  Date: 06/05/2025

  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:05/12/2025

  Type:Order 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.

  Paid for *********** medication on may 2 and was sent an empty package

  Customer Answer

  Date: 05/13/2025

  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:05/12/2025

  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.

  Ro advertises that for $145, if you meet the criteria a medical prescriber deems adequate, you will be prescribed medication. ********** is offered immediately for sale directly through Ro, or they state they have a dedicated team that will submit your prior authorization for you. This process is claimed to take one week. It has been 9 days and not only have I not received a prescription to fill through my insurance but have been sent FALSE and MISLEADING messages asking to 1) resubmit my insurance information because my insurance company has a different address on file , which is a lie. Days later I was contacted stating that the prior authorization had been submitted, which is also a lie- I contacted my insurance company ( United Healthcare) and confirmed what the up to date United Healthcare app showed- absolutely ZERO prior authorization requests for this information. I am being fed lies every 2-3 days, I presume to stall so that the customer will ultimately purchase the medication through them. I WOULD NEVER PURCHASE MEDICATION THROUGH SUCH A DISHONEST COMPANY THAT HAS ALREADY LIED TO ME 3 TIMES!!!! How could anyone trust the integrity of the medication if they so easily lie about their process. I want my money back but also want everyone considering using them to know how duplicitous Ro is.

  Business Response

  Date: 06/04/2025

  Hi *******. Thank you for reaching out, and were sorry to hear about your experience. We took a look into your account and we can confirm that when we submitted your Prior Authorization, there was a delay because your Pharmacy Benefits Manager (*******, who are separate from your insurance United Healthcare) that handles the PA did not have your updated information. Once that was updated, we did receive the outcome of the Prior Authorization and a member of our team notified you of the Plan Exclusion on 5/14/25. It does look like you have switched to cash pay with ******** vials since then, and we're glad we could resolve this for you and be a part of your journey! We completely understand how this could have been confusing. Integrity is at the heart of everything we do, our patients deserve nothing less than that. If there is anything else we could do, please reach out to *******************************

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair 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.

  Purchased a misleading ad to sign up for Ro on 5/8/25. Stated the first month with the *********** shot is $45 because of the $100 discount on month 1. Ro tried to charge almost $400 to my account and when I was trying to figure out what was going on or who to reach out to the membership that was just paid for got cancelled. It is nearly impossible to reach customer support for help. Now I am not getting my shot sent to me and the app will not process a refund. Nothing was done to help me.

  Business Response

  Date: 05/30/2025

  Hi ********! Were sorry to hear this was your experiencewe understand how frustrating that must have been. We took a look into your account and can confirm that your account was successfully canceled on 5/9. We issued you a full refund of $45 on 5/14. The charge for $349 for the Zepbound vials was a failed payment, therefore you should not see a charge for this on your bank statement. However, please dont hesitate to reach out to ****************************** if there is anything else we could do.

• Initial Complaint

  Date:05/09/2025

  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 Ro in hopes of getting glp-1 medication. They charged me the initial $45 fee and now I cant even log in to the website. There is no information anywhere on their site about who to contact. I want my money back and the membership cancelled before they start charging me $145 every month!

  Business Response

  Date: 05/30/2025

  Hi ********! Thank you for reaching out, and Im sorry to hear about your experience. We took a look into your account and can confirm that your account was successfully deactivated  on 5/8. We reversed the payment of $45 on 5/9. You should be all set! If there is anything else we could do, please reach out to *******************************

• Initial Complaint

  Date:05/08/2025

  Type:Product 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 am submitting this complaint due to a mishandled prescription fulfillment issue and lack of response from Ro (*************************) despite multiple attempts to communicate.After two months of being prescribed 5mg of *********** (********), I submitted prescription verification per their doctors request to move to 7.5mg using Zepbound. Despite providing the required documentation, I was re-prescribed the 5mg dose. I followed up multiple times via the app and email to stop the shipment and clarify the situation, stating clearly that I did not want another month of the same dose and preferred to cancel if the correct dosage couldnt be sent.Ro proceeded to charge me and approve shipment without responding to my concerns, even though I reached out again before shipment was confirmed. I was ignored and forced to pay for a medication I explicitly declined in writing. This is unacceptable.I am requesting a full refund for the incorrect prescription, confirmation that future orders are paused or canceled, and assurance that my dosage request will be properly evaluated and handled with timely communication.

  Business Response

  Date: 05/30/2025

  Hi ********! Were sorry to hear this was your experiencewe understand how frustrating that must have been. We took a look into your account and can confirm that we issued you a full refund of $499.00 on 5/9. Glad we could get that sorted out for you! Please dont hesitate to reach out to ****************************** if there is anything else we could do.

  Customer Answer

  Date: 05/30/2025

  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:05/07/2025

  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 Ro Health membership on 5/2/2025 requesting lab work thru quest same day. I messaged later that day requesting a home kit instead. I sent several messages thru their app in box and emailed them as well about switching to a home kit. Since no reply was received, I decided to cancel my membership on 5/6/225 requesting a refund since no lab work or consultation was done. A registered nurse replied confirming my membership was cancelled and won't be charged going forward. She totally ignored my request for a refund since no work was done for this membership.

  Business Response

  Date: 05/29/2025

  Hi *****! Were sorry to hear this was your experiencewe understand how frustrating that must have been. We took a look into your account and can confirm that we issued you a full refund of $45 on 5/8. Glad we could get that sorted out for you! Please dont hesitate to reach out to ****************************** if there is anything else we could do.