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:09/08/2023

  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 June 7, Roman health egg send me an email saying that they would be unable to help me out and that they would be exploring other options until then they would not be charging. August 29. They charge me for $135 for a monthly body program Without any prior authorization and then again on September 7 they charge me again for 135 for a month program. They double billed me within a week totaling cost of 270 . I request cancellation and a refund of all services, but due to their nonexistent customer service and fraudulent company practices. We are unable to get an answer.

  Business Response

  Date: 09/11/2023

  Hi *****,

  Thank you for sharing your experience with ***** am incredibly sorry for the frustration and delays in treatment, this is not the experience we want our members to have with Ro. 

  I see your email from last week about a refund that we responded to and were waiting to hear back. We are not able to refund charges that have been disputed, but if you cancel the dispute, we would be happy to complete the refund for you. 

  I also wanted to encourage you to check your messages at my.ro.co, I see that the provider reached out with a question but didn't hear back which is why progress was stalled. Since you didn't receive treatment, I am happy to refund you as soon as the payment dispute is cleared and the system will allow me. 

  I will send you a follow up email that will be coming from ********** 

  Thank you.

• Initial Complaint

  Date:07/26/2023

  Type:Sales and Advertising 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 the Ro.Co program for weightloss a few months ago. I did everything they said and followed up with the providers. I provided all of my insurance information and every time they said they filled my Rx they didn't actually do it. They stated they confirmed with Express Scripts and then Target Pharmacy that the Rx was in stock. When I contacted both pharmacies they stated that the Rx was actually not in stock. Target Pharmacy never actually even received the Rx.I have not had the Rx since May. They continue to say that the Rx is filled and in transit. I now am in possession of over 100 needles for the Rx, but no actual medication. I believe this company is running a scam. I even said to them, at what point is the company responsible for saying there is a shortage and we cannot fill your Rx and when we can we will get the Rx filled and we will not charge you until the service is completed. I believe I should be refunded my Money May, June and July. Do not use Ro for weightless. What an absolute waste of time and money.

  Business Response

  Date: 07/28/2023

  Hello ******,

  My name is ***** with the Member Experience Team. Thank you for bringing this to our attention.

  I'd like to sincerely apologize for your experience under the Body Program?this is not the experience wed like our members to have.

  It looks like we are back on-track with your account, but I will be reaching out to you through email regarding a refund for the time you were without medication. You will receive an email from me shortly. 

  We appreciate your time and patience, please let us know if we can assist with anything else at **********.

• Initial Complaint

  Date:07/13/2023

  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.

  I signed up for the Ro.Co program for weightloss a few months ago. I did everything they said and followed up with the providers. I provided all of my insurance information and every time they said they filled a script for ******* they didn't actually do it. The *** stated they hadn't heard from the company at all and they had nothing in the system for me across the US. They've charged me $234 for services I was never able to use and they continue to dodge me after emailing them trying to rectify things. The fact that they said it was filled and had me waste multiple days chasing things down shows how much of a scam this company is. Don't sign up with them. I've gone to a private doctor and with insurance it's cheaper. This is a scam company with terrible customer service and even when the customer continued to give the reps the benefit of the doubt for over a month they still couldn't get anything done. They just want to bleed you for the monthly fee.

  Business Response

  Date: 07/14/2023

  My name is ****** and I am a manager on the ******* Team. I sincerely apologize for the poor experience you had with the Body Program. I reviewed your account information I can completely understand your frustrations. The impression we left is certainly not the one we want for any of our patients. As a courtesy, we have refunded both subscription charges. A member of my team will be reaching out from *********** Please feel free to respond to that email if we can be of any further assistance. 
   
  

  Customer Answer

  Date: 07/17/2023

  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:07/05/2023

  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 have continuously tried to cancel this service and thought I had succeeded. I haven't recurved a shipment in months.Then, last week I received an email asking if I wanted to upgrade my service. I did not respond yet they "upgraded" my service anyway, without my permission, charging me $165.00, causing my rent check to bounce.

  Business Response

  Date: 07/21/2023

  *************. ****** from ********* Team here. I'm so sorry to hear about the poor experience you had at ***** took a look at your account and can confirm that my team refunded you for the unexpected charge, in addition to making sure no future orders would ship unless you decide to place an order yourself. If we can be of any further assistance, please contact my team at **********

  Customer Answer

  Date: 07/22/2023

  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:06/20/2023

  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.

  On December 27, 2022, I paid an introductory price for Roman hair loss medication in the amount of $36.00 to "try it" before deciding to use it regularly.It did not work, so I cancelled it well before the first recurring shipment was to take place. Just as the terms state. On March 23rd, 2023, I was charged $108.00 for a shipment and received the product I had cancelled, so I called to cancel again, and they told me "all sales are final." What SALE?? I did not purchase it, I cancelled it!! I attempted to cancel it again, at that time, and today I just got ANOTHER email telling me another shipment is coming!! I CANCELLED IT FOR THE THIRD TIME, but I have no faith they will not simply charge me again, ship me medication I do not want, need, or which is effective, and they will simply tell me "all sales are final." This is a scam, I am willing to pay the introductory price of $36.00, that is fair, but I want the $108.00 refunded immediately because not allowing customers to cancel your services or ignoring their attempts to do so repeatedly does not imply a contract or a "sale." I have now had to cancel my debit card because of the deceptive practices of this company and to prevent them from defrauding me further. I have an incredible amount of work ahead of me, re-setting automatic payments from that card, etc. Disappointing, but sadly, too common these days.

  Business Response

  Date: 06/21/2023

  Hi ****, 
  
  My name is **** and I am a manager on the Care Team at ***** am sorry for the poor experience you had attempting to cancel your orders with us. I reviewed your account and as a courtesy I have refunded the charge of $108 for the unwanted order. I have also set your account to on-demand so you do not receive any more orders unless explicitly ordered by you. 

   If you have any further questions please reach out to us at **********.
  
  ****

  
  

• Initial Complaint

  Date:06/20/2023

  Type:Sales and Advertising 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 desired to get extra sperm banking done through this businesses sperm kit service. I attempted to use one of their kits 3 times and each time had a separate new issue as to why they weren't able to store my sample. While 1 time is something I can forgive to have them mess up 3 times when their competitors, *************** and Legacy, both were able to accept my samples feels like I have been scammed. I tried to login with the email I used when ordering these kits and have not been able to do so. I want my money back for being given a defective product that doesn't work.

  Business Response

  Date: 06/20/2023

  Hi ******, 
  
  My name is **** and I am a manager on the Care Team at ***** am sorry for the poor experience you had using our product. I reviewed your account, and on August 11th, 2022, we responded to your emails and issued you a full refund on all of your orders.If you have any further questions please reach out to us at **********.

   

• Initial Complaint

  Date:06/06/2023

  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 the weight loss program. ** stated they would work with my insurance company to get my medication covered. I received a phone call today telling me they denied it because RO provided zero justification and no clinical notes to prove this medication was necessary. I am furious. They claim that they know how to get insurance to approve it and work with a company that sends all the detailed information to get this approved yet here we are Im the one having to do the work. Someone needs to fix this and submit this information correctly to get this approved.

  Business Response

  Date: 06/09/2023

  Hi ******. Thanks for sharing your experience. I'm happy to report that it looks like things are back on track. Reach out to ********** if you need any further assistance in the meantime.

• Initial Complaint

  Date:06/06/2023

  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 the body program on April 24, 2023. Did the metabolic testing about a week later and got the results soon after that. Then began the process of trying to get my medications covered under my insurance. The first time around they didnt use the insurance information I provided and somehow they found an insurance I was under 3 years ago and told me I wasnt eligible due to it being a government insurance program. I then provided them with the new information and they began trying to get the medication covered again. After 3 weeks of waiting I was ultimately denied by insurance which is odd since my insurance app doesnt have any history of a pre authorization even being filed and also they have told me that they offer coverage for the medication prescribed. I have tried to contact them to receive a refund since I did not receive the service I was promised and was denied a refund. I paid $99 to go in circles for a month and be lied to that my insurance was being contacted when they have no history of them being contacted. Ultimately I feel scammed and would just like a refund.

  Business Response

  Date: 06/09/2023

  Hi *******. I'm so sorry to hear about your poor experience with ***** took a look at your account and can see that a member of my team has granted your refund request since this complaint was submitted. If we can be of any further help, please reach out to **********

• Initial Complaint

  Date:05/15/2023

  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.

  I was surprised that I was charged $99 for a service I didnt receive or request. This company charged my credit card on 5/12/2023 for $99 when I never talked to a healthcare provider or received any products.

  Business Response

  Date: 05/15/2023

  Hi ****. I am so sorry to hear about the unexpected charge. Unfortunately I am unable to assist you with the limited information provided here. The best next steps would be to reach out to ********** where we can investigate this further and resolve the matter with you. I'll keep an eye out for your message.

• Initial Complaint

  Date:05/08/2023

  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've paid hundreds of dollars to ***** used skincare products and was supposed to get plentity. After 1 month of using skincare products (trying to stick it out since they said at first skin gets worse before it gets better) I ended up with severe contact dermatitis that has taken months to remedy and required a REAL dermatologist to attend to. I've been through several steroid treatments and finally my skin's flaring is starting to subside after MONTHS. I was able to talk to someone to cancel my subscription but they didn't offer me a refund. I also let them know it had been MONTHS and I still had not received any plentity for weight loss. I paid for a second round of plentity, EVEN THOUGH I HADN'T RECEIVED THE FIRST, and SURPRISE, 6 MONTHS LATER I HAVE RECEIVED ABSOLUTELY NOTHING. I'VE WASTED HUNDREDS OF DOLLARS AND THEY STOLE MY MONEY. I CAN'T GET ANYONE TO RESPOND TO ME. THEY ARE CRIMINALS AND SHOULD BE PUT OUT OF BUSINESS.

  Business Response

  Date: 05/15/2023

  Hi *****. ****** from ********* Team. Please allow me to apologize for the poor experience that you had in attempting to get care through ***** can see that we've refunded you the charges mentioned here. Although you are no longer continuing to get care through ***** hope that we were able to make up for the experience. ********************