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: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. ********************

• Initial Complaint

  Date:04/19/2023

  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.

  I was approved for medication on April 7th 2023 after taking a metabolic test and speaking with a nurse practitioner. I have said I will pay out of pocket. 2 weeks later, and multiple messages with nurse practitioners - I was told my medication was sent to pharmacy on April 14th. After multiple calls to the pharmacy over several days - there is no record of my prescription being sent. I have contacted the website to ask for the record - the record of prescription number they. have provided - it is too short (6 numbers vs required 12). The record I was provided was incorrect - I am told it will take another 3 business days to confirm my prescription was not sent and resend it.The timeline of when the medication was sent to the pharmacy is not correct. With normal office visit the prescription is sent over same day not 2 weeks later.I am continuously provided wrong information. It is either negligence or fraud.

  Business Response

  Date: 04/27/2023

  Hello *******.

  ****** from ********* Team here. Please allow me to sincerely apologize for the poor experience you had while attempting to get your medication through ***** took a look into your account, and can confirm that we've refunded your subscription charge as requested. I know that you have cancelled your subscription, but should you change your mind, our team would be happy to get things back on track for you. Instructions have been provided through your provider chat. If you have any remaining questions, please reach out to ********** for further assistance.

  *******************;

• Initial Complaint

  Date:04/12/2023

  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.

  The Ro "body program" has been a horrendous experience filled with misinformation, extremely long wait times, and lack of proper communication. I have called and emailed over 50 times to get help. 90% of the time when I've called, I'm told that someone will get back to me before the end of the day and they don't. Every time I call I have to explain the entire story over again. After I was approved for the medication, I was told that the medical team would coordinate with my insurance to facilitate a pre authorization letter or whatever is needed. First I was told that the prescription was submitted when it wasn't. Then I was told the pre authorization letter was completed, when it wasn't. Then I was told the letter wasn't needed at all, but it was. I spoke with Blue Shield to confirm it was needed and I relayed this information to the team at Ro, but no action was taken. I kept being told that it wasn't needed, but that was incorrect. I had to request the letter 20+ times and wait almost 5 weeks, when I was told it would initially be done in the first week. Because of all the issues I was having, I requested a refund. I was told that I could not get a refund, but that they would delay the billing of the 2nd month while the issues were being resolved. The billing was delayed a couple weeks, but the issues are still not resolved. I asked again and was told that the billing for the 2nd month could be delayed again. I called to follow up on this 3 times, but it wasn't actually delayed. I was billed for the 2nd month on 4/10.Blue Shield granted me a one time approval for the medication to allow me time to get a pre authorization letter. Ro could not get the approval and it is almost time for renewal and now I need an appeal letter. If this isn't remedied, I will need to pay for the refill ($1000+). This process is moving way too slowly. The current wait time is 300+ minutes. It is advertised as a complete program for weight loss, when in fact it is medication only. scam

  Business Response

  Date: 04/25/2023

  Hi *****. ****** here reaching out from **'s Care Team. I want to sincerely apologize for the poor experience that you've had thus far. After thoroughly reviewing your account, I can completely understand your frustrations. I see that my team refunded your most recent payment for the program, and that things seem to be back on track regarding your prescription. We appreciate you sticking with us, and hope your future experiences with Ro are considerably improved. If there is anything else we can assist you with today, don't hesitate to reach out to **********. 

• Initial Complaint

  Date:04/12/2023

  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 was approved for ***** medication on March 3, 2023 after taking a metabolic test and speaking with a nurse practitioner. I was advised that they would contact my insurance for preauthorization. 12 days later, 3 messages on the website and multiple calls and emails to customer service, the ** told me there was a delay, and my request was being resubmitted for insurance review. 9 days (and more unanswered messages later) I was told my insurance denied the claim. Not to worry they said, they would try another ***** med and resubmit. Of course denied after ANOTHER week (the denial was obviously going to happen, so I think it's just one of their stalling techniques). I tell them fine, I will pay cash, please put the order in. ************************************************************************************************************* let alone in my possession. I seriously wonder if anyone ever successfully gets ***** meds through Ro, or if this is just a scheme to string desperate people along, while collecting the ridiculous monthly fee that gets you nothing but ignored. To save others time: you can call your insurance on your own, and they will not submit your prescription just anywhere (for instance no ******** pharmacies, etc.) I have seen complaints from others that even when they claim the script is called in, it's not at the pharmacy after all. I can't imagine going through this every month to get a refill that I'm paying cash for.

  Business Response

  Date: 04/14/2023

  Hi *******, My name is ******, and I lead the Care Team here at ***** wanted to extend my sincerest apologies for the poor experience that you had on our platform. The impression we left is certainly not one that we want for any of our patients. I looked into your account, and can see that your prescription was successfully transferred to your preferred pharmacy. If there is anything else we can help you with today, please reach out at **********  

  Customer Answer

  Date: 04/14/2023

  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,
  
  *****************************