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:03/11/2024

  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 rx latisse and this company marked my packaged delivered twice to the pharmacy and the pharmacy claimed both times there was no package. You cant call customer service because they tell you to email, when you email they say theyll just send the package and on a merry go round we go, I want to cancel my subscription and get a full refund because I never received a product and customer service has yet to resolve.

  Business Response

  Date: 03/14/2024

  Hi ********

  This is *******, a supervisor from the Ro Care team. I'm so sorry for any confusion or inconvenience caused here!

  Ro is unable to ship directly to pharmacies. I'm sorry again if this was unclear, you can check our FAQs here: *****************************************************************

  I can confirm we've canceled your subscription and issued a full refund for your order on 3/11/2024. ****** has sent you a copy of the receipt for your records. Please allow 5-10 business days for the refund to reflect in your financial statement.

  If you ever have any questions, please don't hesitate to reach back out to ******************************.

  Best,

  *******

• Initial Complaint

  Date:03/06/2024

  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 paid the initial $99 to began the weight loss program for Wegovy. I was than informed the prescription is out of stock and has been since last year. When I asked for a refund I was told the $99 is non-refundable even though they know this prescription is not available. This has been a horrible experience. There are still commercials showing today about Wegovy which is false advertisement. The medicine is not even available.

  Business Response

  Date: 03/14/2024

  Hi ****,

  This is *******, a supervisor from the Ro Care team. I sincerely apologize for any frustrations caused by the program!

  While Wegovy is suffering from a medication shortage, we do offer alternative GLP-1 prescriptions, if appropriate. However, I can confirm your subscription has been canceled! I've also issued you a refund for the $99 enrollment fee. Please allow 5-10 business days for the refund to reflect in your financial statement. Youll receive a separate email with a receipt for your records as well!

  Again, I'm sorry for any disappointment caused by the program. If you have any questions, please don't hesitate to reach back out to ******************************.

  Best,

  *******

• Initial Complaint

  Date:03/04/2024

  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.

  I signed up for Ro excited about my weight loss journey. To my dissatisfaction I was strung along and made to feel not valued as a patient. I received multiple charges to my account with not medication received. My only option was too pay even more money for something that would normally be covered by insurance. I was advised that I would continue to be charged even if no medication was received. This forced me to cancel my account causing me financial hardship. I wonder how many people they are doing this too and getting away with it.

  Business Response

  Date: 03/11/2024

  Thank you for sharing your concerns, we understand this was a frustrating situation and apologize for your experience. 
  

  We share with our members early on in the experience that Wegovy is on a ************ shortage and is hard to come by. We suggest members to go for our other offered medications that are more readily available at the time. We unfortunately can't control what insurance covers so we do offer options that are out of pocket. For those who want to continue to wait for Wegovy, we are happy to move their prescription when requested or when stock is located and alerted to the clinical team. This behind the scenes work is what the membership covers.
  

  The first $99 covers the provider reviewing the initial online visit, the cost of labs, and the provider reviewing those labs. The first $145 membership charge is kicked off once the prescription is written by the provider and sent to the pharmacy shared with us.

  We are transparent with our pricing model here ******************************************************

   

  Customer Answer

  Date: 03/13/2024

  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

  The company states that their is full transparency; however, i was continually charged with no prescription received.   In addition, i received continuous notifications about logging a shot when the medication had not even been received.   Then once i canceled the account, the company went out their way to pull the prescription That i had been waiting on and apparently had already paid for thwm to submit.  Please explain how that is fair and ethical.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/01/2024

  Thank you so much for sharing your experience with the Ro Body program. Your feedback is of great value to us. We hope you'll reconsider ** as partners in your healthcare journey.

  Customer Answer

  Date: 04/02/2024

  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 sincerely hope that the BBB continues to investigate your Business practices as you continue to ******* consumers out of their hard earned money.  I will continue to let others knowof my experience. ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/28/2024

  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.

  Signed up for weight loss - had blood work done and was never started on program . Email after email stating they were so busy . If I do not receive refund Im contacting attorney-

  Business Response

  Date: 03/07/2024

  Thanks for sharing your concerns. We apologize for the frustrating experience. 

  As mentioned by our team, it looks like you may have gone to a testing location that was not a Quest, which would result in needing you to send the labs in. During this delay, you were not yet charged the monthly subscription. 

  I see our team already refunded you the $99 as requested. 

• Initial Complaint

  Date:02/26/2024

  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 Ro in January for weight loss. After many, many weeks of going around and around with my insurance company, they finally prescribed me Wegovy. However, Wegovy is not available now, and has not been for several months. Their monthly charge for the Body Program is $145. Despite the fact that I cannot get the medication, they continue to charge me the $145 for nothing. I keep getting these automated messages about logging my first shot, which I do not have. Any question I do have for them takes weeks to respond to. What a complete waste of money this has been. Highway robbery.

  Business Response

  Date: 03/07/2024

  Thanks for reaching out and sharing your concerns. We apologize for the frustration with the ********** shortage. 

  When members sign up, we share the risk of not being able to get this prescription filled due to the shortage and we share that the subscription is required to be on our platform. You can see here ********************************************** on our site, the other options that are more readily available that we offer our members. 

  I see that you canceled your subscription. I went ahead and refunded you your most recent charge. 

  Please reach out to ****************************** if you need anything further. 

• Initial Complaint

  Date:02/26/2024

  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.

  On 1/14/24 I became a patient for RO to have them issue prescription for weight loss shots (Wegovy). And paid $99. January 30, 2024 I received information that my medical insurance has approved this medication. On 2/6 I received a text from my pharmacist that there was an issue with my prescription and they reached out to the doctor that submitted the prescription. I reached out to RO on 2/9, 2/13, 2/16, 2/17, and 2/21 by email with the only response is they are working my request and will get back to me with 48 hours. As of 2/24/24 I have yet to receive a response from anyone. On 2/14/24 RO has taken another payment for $145, totaling $244 with nothing from RO.At this point I believe this company is being fraudulent on what they have offered on their end.I would like to get my money back and report this company as fraudulent and a scam.I have multiple emails if needed.

  Business Response

  Date: 03/07/2024

  Thank you for sharing your concerns and we apologize for the delays you encountered with your time at Ro. 

  I see that your provider sent your prescription to your pharmacy on 1/30/24, when we followed up with the pharmacy, they were out of stock due to the *** shortage. 

  I went ahead and canceled your subscription that was still active and refunded you the $145 that was charged on 2/14. 

  Thank you,

  Ro Care Team 

• Initial Complaint

  Date:02/22/2024

  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 had canceled my service due to not being able to access medication with their Body Program. I was still charged $135 for the service after cancellation. They have told me that they would refund me, however that was requested on February 4th and have still yet to receive the credit. They are now not responding to my messages.

  Business Response

  Date: 02/23/2024

  Hello ****,

  Thank you for reaching out to us, we sincerely apologize for the delay in response and for any inconvenience caused.

  Please rest assured that we were able to successfully process the refund today per your initial request. Kindly give the amount 5-10 business days to credit to your account, you have been sent a copy of the refund receipt for your reference. You have also been sent an email detailing these steps and the state of your account, please check your inbox as soon as you are able. 

  We appreciate your patience and for taking the time to reach out and share your feedback. Kindly let us know if you have any additional questions or need assistance with anything else.

• Initial Complaint

  Date:02/12/2024

  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.

  My wife and I have been on a contract with the RO ************ since March of 2023. For well over a month now, RO cannot deliver the promised medication for my wife *********************. I have attempted several times to talk to management but no one will contact me. We have even gone over and above to help RO in finding an alternative medication and verifying with my insurance that Zepbound is covered by my insurance, seeing as RO cannot find anywhere to purchase Wegovy, My wife is supposed to take these shots every week...she has now missed 4 weeks going on 5. She is now in a state of depression because she has worked so very hard to lose this weight. RO has done this two times prior to me and have offered credits on "their other products". which there are no other products I require from their company.If RO cannot deliver the product than they should not be taking the money out of our account, or at least refund us the money for the product they have not delivered. RO is an outstanding diet program and for my wife and I it is 100% proof positive that it works...but it doesn't work if they do not deliver the medication and keep charging us and my insurance. We want RO to accelerate the PA for my wife (instead of telling her every time it will be 2 to 3 more weeks). RO has fumbled the ball on this...and we are not happy with this company right now!!!

  Business Response

  Date: 02/16/2024

  Hi *******, I will personally be sending you an email in a few minutes with my contact information. I would like to step in and see what I can do to help you and your wife out. Looking forward to chatting with you soon. -******

  Customer Answer

  Date: 02/23/2024

  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:

  As of this point I still have received no communication from RO..No email as stated in the comments. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/14/2024

  Hi *******,

  This is *******, a supervisor with the Ro Care team. I sincerely apologize for any frustrations caused here!

  Upon reviewing your account, I do see that ****** had reached out to you directly via email. To confirm, we are unfortunately unable to discuss account or treatment information with you related to another patient's account (even a spouse) in order to adhere to HIPAA guidelines. The best thing moving forward would be to keep communications regarding your spouse's account coming from their email address.

  As for your account, I can confirm your subscription is still active. You can discuss your treatment directly with the medical team in your My Ro account messages. 

  Again, I apologize for any inconvenience caused here. If you have questions regarding your treatment, please contact us at ******************************.

  Best,

  *******

  Customer Answer

  Date: 03/20/2024

  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]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/06/2024

  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.

  I signed up for Ros body program to gain access to weight loss medication. Cost was $174 (monthly cost including first months discount plus at home blood collection test). After receiving the test, I realized I couldnt do an at home blood test and wanted to switch to a Quest test. There is NO option to call Ro. You have to email them and their response time (stated on their website) is 5 days. This is unacceptable for a company that offers health services. I tried to switch from the at home test to Quest online and in so doing, accidentally cancelled my account. I sent an email but also reached out via ******* direct message thinking Id have a better response time there. The ******* rep did get back to me and said my account was still active. I then received an email days later saying no, my account was not active and I would have to log back in and sign up again and pay another $145 for the monthly program. I did that (filling out the lengthy online form again), paid $145, and my account showed that a **************************** was reviewing my request and that I would soon receive my Quest order. Its been a couple days so I just logged back into my account and my program is again showing as canceled! Ive now paid twice and have not gotten anywhere.

  Business Response

  Date: 02/08/2024

  Hi ********,
  
  This is ******* reaching out from Ro. I am so sorry for the experience you've had!
  
  Upon reviewing your account, I see that there is only one charge made for the initial $174 fee made on 1/15/24. There were no further charges made after this! Rest assured, I've gone ahead and issued a full refund for the $174 charge. Please allow **** business days for the refund to reflect in your financial statement. Youll receive a separate email with a receipt for your records as well!
  
  I can confirm your subscription has been canceled and no further charges will occur.
  
  We appreciate your patience and for taking the time to reach out and share your feedback. Please let us know how you'd like to proceed or if we can assist with anything else.
  
  Best,
  *******

• Initial Complaint

  Date:02/02/2024

  Type:Billing 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.

  November 6th 2023. I received an email about a promotion on a product Upneeq I purchased a 30 day trial. And the company stated I purchased a yearly subscription. I didnt authorize this company to charge my bank account $1600. As a consumer why would I order a product that Ive never tried. Nevertheless order for a yearly subscription. And the company has never shipped me anything. This company has committed fraud. I am requesting for a refund for $1600 immediately. This company has caused me harpship I live on a fixed income.

  Business Response

  Date: 02/10/2024

  Hi, thank you so much for letting us know about this and I apologize greatly for the frustration and inconvenience that this has caused you. After reviewing your account, I can confirm that our team has assisted you with issuing a full refund for this shipment. I recommend reaching out to your financial institution if you have any questions or would like a more detailed timeline for this transaction. I can also confirm that your prescription plan has been placed on-demand, so no further shipments will be sent to you. We appreciate you reaching out to our team and we hope that you have an excellent day.