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:03/29/2023

  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.

  In March of 2023, I was aggressively pursued by Roman ** (or "Ro.co") to join their health/weight loss/everything under the sun pills.Before I had any conversation about joining as a member, Ro.co charged my account $99.00. It's a very confusing matrix of a company. You can't speak to anyone on the phone unless they initiate the conversation. If you do call them, it takes 2 days for them to return your call (but more likely it will be an email).When I finally received a call ba k from a very nice man named ******, I asked him if he knew how convoluted their entire communication was? And that o one was calling me back? He admitted it was, and he said he would talk to his superior. Bait AND Switch. So this is where they really get you. They claim they have access to the new diabetic weight loss drugs; ******* and the other that begins with an "O". They take you through a phone call with a nurse, who then sends you an email that "You've been Accepted into our Program" and that they will work through your insurance to get the weight loss drugs paid for you.Uh oh. Then they send another email saying that they can't get access to any of the diabetic weight loss drugs.So I emailed them and said "What if I paid out of pocket? The "nurse" responded , well that would cost $900-1,000 a month but we could get it for you" or something to that effect. THEY ARE A SCAM. Unscrupulous. Sending out "metabolic blood tests" that you do yourself at home. We tried it and had blood all over our kitchen. You should keep an eye on them. I have no skin in this game - - I'm only out $200 (I hope) now, and lots of time wasted on one of the worst organized companies I've ever seen. Please just save consumers from going down this rabbit hole.

  Business Response

  Date: 04/03/2023

  Hi *********. ****** here from **'s Care Team. I am so very sorry about the poor experience you've had with Ro. This is certainly not the impression we'd like for our patients to have when getting treatment through Ro. On Friday I sent you an email with some actions I've taken to try and remedy the situation, but haven't heard back just yet. If there is anything else I can help you with, please feel free to respond to that email. Thank you! 

• Initial Complaint

  Date:03/29/2023

  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.

  Hi, I've paid for is a service for the weight loss program. Did all the requirements and actually signed up for the program on 3/1/23 and instill do not have my medication. I don't receive any response from them unless I inquire first and their responses are the same dry unhelpful. We don't have anything. I am already paying a program fee just to have the service I have to pay for the medication separately. On top of that, I shouldn't have to pay for another month of their so-called service and they can't provide the medication part because they're not helping at all. The fact that they're selling a program that they don't even have seems fishy to me. They're way too leisurely about fulfilling their end of the bargain and I'm not happy with it and I feel that they're crooks for how they're behaving. I've noticed that they help other people. I demand to be helped and have my product ASAP. They had nerve enough to tell me to call around to pharmacies and find out where the medication is. Isn't that what I'm paying them $135 per month to do?

  Business Response

  Date: 03/30/2023

  Hi ******* 

   

  This is *********, and I oversee the ******* Team.

  I am very sorry to hear about the poor experience you've had with obtaining your medication after we approved your treatment. I understand that we approved your treatment and committed to find a pharmacy that has the medication available for you, but we did not communicate what was going on in a timely manner. There is currently a national shortage of ***** medications, but we are actively working to find a pharmacy that can fill your prescription. 

  I am sorry if you got the impression that you were supposed to search for a pharmacy yourself - that is what we are here to do. Due to the poor experience you've had, we issued a refund for your first monthly subscription charge. You should have received an automated receipt indicating this from PayPal. We also reached out to you on ro.co/messages and are awaiting a response with some additional information. We look forward to hearing back. 

  Best, 

  *********

• Initial Complaint

  Date:03/24/2023

  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.

  When you bring this business up on the internet it says in BIG BOLD LETTERS "JUST $99 for your 1st Month." It lures you into believing that that is the total cost you would incur with the ****** Body program but also states that they will work with your insurance for the cost of the medications. SO YOU CAN'T understand the cost of the medications without FIRST signing up which is deceptive and an unacceptable business practice. People have to KNOW the full cost of what they are getting into, not be lured into signing up before you understand that. Upon realizing this, I became very upset and reach out via EMAIL IMMEDIATELY and said to STOP the processing of my application---I did not want to proceed with starting the program. They cancelled me but still processed the $99 fee. There was no way to talk with them, and no one emailed me in time to stop the processing of the $99 fee. You should NEVER have to sign up for a program without understanding the FULL cost. The website says "pricing full transparency" but the pricing for ****** is not there. I want my money back. They did NOTHING FOR ME and I could not reach them before they charged my credit card. I was unable to remove my credit card information from my account and I felt trapped. DECEPTIVE!

  Customer Answer

  Date: 03/24/2023

  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.  Though this situation was very frustrating, this business did resolve my concerns and completed a refund on 3/24/2023. 
  
  *************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/21/2023

  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 subscribed to Ro body program on February 7th. It's March 21st and still have only had one discussion with my provider, no response to tons of questions, and genuine lies. ** told me they submitted a request for prior authorization to my insurance company, Cigna. My insurance company informed me several weeks later that they had never received the request. ** advised me that they sent a prescription to Express Scripts, this was false and upon questioning Ro they backtracked. I was told multiple times over that I would be receiving medication that they had prescribed to me, only to find out that they lied multiple times and did not fulfill their obligation to me as a customer.

  Business Response

  Date: 03/24/2023

  Hi ***,

  I am so deeply sorry for the poor experience that you had with our program, and that we were unable to get you the medication you needed. This certainly isn't the experience we'd want for any of our patients. A member of our team followed up with you via email to confirm that your subscription has been cancelled, and we've fully refunded you. If you have any remaining questions, please feel free to respond to our email. 

  Wishing you the best! 

• Initial Complaint

  Date:03/09/2023

  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 signed up for the weight management program on 2/9/23 and I still dont have medication. I was approved for the medication and notified by my insurance the medication is approved. ** reaches out and says they are working to find a pharmacy to fill the medication. I was able to locate, at their direction, a pharmacy near me that can fill the prescription but they need the doctor to call it in. I have been waiting several days to get the prescription called in and they have yet to do it. I read other reviews online where people are having the same issue. I will soon be charged for another month of service and I still dont have medication. I feel scammed. All Im asking for is to have the approved prescription called into my pharmacy.

  Business Response

  Date: 03/09/2023

  Hello *****. I am so very sorry for the poor experience that you've had thus far. I took a look at your account, and am glad to see that things seem to have been resolved. If I am incorrect, or you need any further assistance, don't hesitate to reach out to *********** Thank you! 

  Customer Answer

  Date: 03/15/2023

  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:02/21/2023

  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.

  Was given a free gift with my purchase. The gift was a two pack of home COVID-19 tests that were expired for over 11 months. Very unethical and dishonest. Would lead to direct harm to the patient and their community.

  Business Response

  Date: 02/21/2023

  Hello *****, 

  
  I am so sorry for any confusion caused by the expiration date on the free Covid tests that were sent to you. There was an included insert that clarifies that the *** extended the expiration dates on these tests, so they are indeed valid and safe to use. If there is anything else I can help you with, please contact our team at **********
  

  
  

  Customer Answer

  Date: 02/23/2023

  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:02/13/2023

  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.

  My experience with Roman Health Ventures started out well, but when there was a problem, they failed very badly.I received my first order from ro.co on January 3, 2023 as expected. Ro.co said the second shipment was supposed to arrive on January 30, 2023, but their delivery service did not deliver it, and according to the tracking information on their website, it spent four days on a delivery truck in temperatures below 32f degrees and was finally delivered on Friday February 3, 2023.The information on the ro.co website says the product I ordered is not supposed to be stored at temperatures below 41f degrees at all and this shipment spent several days sitting on a truck and some days it did not even get above freezing. I reached out to customer service at ro.co to check on the shipment and I received only one reply from someone named *************************** who said he would check on my order and get back to me, but he never did. I sent four more messages requesting assistance in finding a resolution, but all of them were ignored. The following ro.co employees names are all tagged in the thread: *********************************, ***************************, *****************************, ***************************, Dr. ************************ It has been more than a week and none of them have responded.I even mentioned I would be filing a BBB complaint and they did not care or respond.What makes it even more frustrating is that if customers do not respond to messages from ro.co employees, then ro.co sends out emails telling customers they need to respond, yet the ro.co employees ignore multiple messages when there is a problem. It appears that ro.co only wants to hear from customers when there is not a problem. But when ro.co or their contractors cause a problem they need to respond and be responsible and fix it. Their products are not cheap and if they mishandle them, they should replace them. Email is my preferred method of contact, but afternoons are the best time to call or leave messages.

  Business Response

  Date: 02/13/2023

  Hello *****. I am so sorry for all of the challenges that you've had in obtaining a replacement order. We've seen a recent increase in outreach to our team, leaving ** a bit slow to respond. I've escalated your situation to the appropriate team, and they've processed the replacement order for you at no charge. Please login to your account to review the message we sent to you there, as it contains more details. Please accept my apologies once again for how long it took us to get you the assistance needed. If there is anything else we can assist you with, feel free to respond to the message we've sent. 

  Customer Answer

  Date: 02/15/2023

  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:01/19/2023

  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.

  I was charged $87 for a "recurring charge" from this company. I would never have agreed to this. I definitely did not receive anything for the $87.

  Business Response

  Date: 01/19/2023

  Hi ******,

  
  Im so sorry about any confusion caused here. I will be sending you an email with some more details to explain what occurred. But can confirm here that Ive processed a refund for the $87 referenced in your message. Keep an eye out for that email (it will come from ************ and feel free to respond with any additional questions you might have.
  

  
  

  Customer Answer

  Date: 01/20/2023

  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:10/20/2022

  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 charged $87 for a "recurring charge" from this company. I would never have agreed to this. I definitely did not receive anything for the $87.

  Business Response

  Date: 10/21/2022

  Hi ******. We were able to connect with you over the phone and email to address the issue with this $87 charge. We have canceled your recurring subscription and accepted your dispute. You should see a refund to your card in about 5 business days. 

• Initial Complaint

  Date:09/06/2022

  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.

  Ordered Plenity from Ro.com, produced by Gelesis for ***** want to cancel auto renewal, but all of there is no where to do this on the website. My order indicates it is expired but I am still receiving shipments at ****** per renewal I do no want. Tried to call, all numbers can't get through, tried to cancel through *********** email, email bounced back as non-existent. I want this cancelled immediately as I cannot afford to pay this amount for a product I am not using. I am attached account page where it indicates that my autorenewal is expired. Along with email sent on 9 4 22 requesting cancellation.*********************

  Business Response

  Date: 09/09/2022

  Hello *****. I am so sorry to hear about the trouble youve had with your order. It looks like you were contacting us at ************ but our email is *********** In the future, you are able to turn off your subscription by selecting the Plan drop down shown in your screenshot. As a courtesy, Ive gone ahead and processed a refund for your most recent order. Additionally, weve turned off auto-shipments on your account. A member of my team will send you an email as well to confirm the refund. Please respond to that email if we can be of further assistance.