Complaints
Customer Complaints Summary
- 303 total complaints in the last 3 years.
- 216 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/23/2025
Type:Product IssuesStatus: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 IssuesStatus: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 IssuesStatus: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:05/14/2025
Type:Sales and Advertising IssuesStatus: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 just moved to the US from Canada a few weeks ago and wanted to get a brief subscription to Wegovy and found RO from a ****** Search as a way to get weight loss medication without insurance. I went through the rigamarole of setting up, under the auspice of only having to pay 50 USD for the first month, then 149 USD per month if I wished to continue, this was under the pretence that it would include the prescription as indicated on the site. After doing bloodwork and jumping through a bunch of hoops, only then did they inform that there was a delay on Wegovy, and that there was not even an option to wait, only an option to pay roughly 349 USD for a one month supply - this felt like a clear bait and switch. When it became clear I wouldn't get what I initially signed up for, I cancelled and asked for a refund, but was told I would not get one. It's bad business ,misleading, and a little evil to cash in on vulnerable folks trying to lose weight.Business Response
Date: 06/05/2025
Hi ****, thank you for sharing your feedback. Were sorry for any frustration you have experienced. The Body Program costs $45 for your initial consultation fee. If approved for ***** medication, you then pay a recurring membership fee of $145/month for the Body Program subscription. If you're prescribed, ***** medication is billed separately and not covered in the program cost. Medication costs will depend on your personal insurance coverage, and our partners will 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: ***************************************************************************************************** Since you were not prescribed, we went ahead and issued you a full refund of $45 and sent the receipt to your email on file. Please reach out to ****************************** if you have any additional questions!Initial Complaint
Date:05/13/2025
Type:Order IssuesStatus: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.
Their adds are misleading making you think you will get the medication for 45 dollars month. But it turns out the medication is 400 amonth and that pops up after you have paid a 45 dollar membership fee. They are scamming people.Business Response
Date: 06/05/2025
Hi *******, thank you for sharing your feedback. Were sorry for any frustration you have experienced. The Body Program costs $45 for your initial consultation fee. If approved for ***** medication, you then pay a recurring membership fee of $145/month for the Body Program subscription. If you're prescribed, ***** medication is billed separately and not covered in the program cost. Medication costs will depend on your personal insurance coverage, and our partners will 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: ***************************************************************************************************** We could not locate any refund request from your account in our system, however since you were not prescribed we went ahead and issued you a full refund of $45 and sent the receipt to your email on file. Please reach out to ****************************** if you have any additional questions!Initial Complaint
Date:05/13/2025
Type:Order IssuesStatus: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.
Their adds are misleading making you think you will get the medication for 45 dollars month. But it turns out the medication is 400 amonth and that pops up after you have paid a 45 dollar membership fee. They are scamming people.Business Response
Date: 06/05/2025
Hi ****, thank you for sharing your feedback. Were sorry for any frustration you have experienced. The Body Program costs $45 for your initial consultation fee. If approved for ***** medication, you then pay a recurring membership fee of $145/month for the Body Program subscription. If you're prescribed, ***** medication is billed separately and not covered in the program cost. Medication costs will depend on your personal insurance coverage, and our partners will 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: ***************************************************************************************************** We could not locate any refund request from your account in our system, however since you were not prescribed we went ahead and issued you a full refund of $45 and sent the receipt to your email on file. Please reach out to ****************************** if you have any additional questions!Initial Complaint
Date:05/12/2025
Type:Order IssuesStatus: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 packageCustomer 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 IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 *******************************
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