Complaints
Customer Complaints Summary
- 311 total complaints in the last 3 years.
- 222 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:05/14/2025
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 *******************************Initial Complaint
Date:05/08/2025
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.
I am submitting this complaint due to a mishandled prescription fulfillment issue and lack of response from Ro (*************************) despite multiple attempts to communicate.After two months of being prescribed 5mg of *********** (********), I submitted prescription verification per their doctors request to move to 7.5mg using Zepbound. Despite providing the required documentation, I was re-prescribed the 5mg dose. I followed up multiple times via the app and email to stop the shipment and clarify the situation, stating clearly that I did not want another month of the same dose and preferred to cancel if the correct dosage couldnt be sent.Ro proceeded to charge me and approve shipment without responding to my concerns, even though I reached out again before shipment was confirmed. I was ignored and forced to pay for a medication I explicitly declined in writing. This is unacceptable.I am requesting a full refund for the incorrect prescription, confirmation that future orders are paused or canceled, and assurance that my dosage request will be properly evaluated and handled with timely communication.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 we issued you a full refund of $499.00 on 5/9. Glad we could get that sorted out for you! Please dont hesitate to reach out to ****************************** if there is anything else we could do.Customer Answer
Date: 05/30/2025
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:05/07/2025
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 Health membership on 5/2/2025 requesting lab work thru quest same day. I messaged later that day requesting a home kit instead. I sent several messages thru their app in box and emailed them as well about switching to a home kit. Since no reply was received, I decided to cancel my membership on 5/6/225 requesting a refund since no lab work or consultation was done. A registered nurse replied confirming my membership was cancelled and won't be charged going forward. She totally ignored my request for a refund since no work was done for this membership.Business Response
Date: 05/29/2025
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 we issued you a full refund of $45 on 5/8. Glad we could get that sorted out for you! Please dont hesitate to reach out to ****************************** if there is anything else we could do.Initial Complaint
Date:05/06/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
date of transaction: 05/06/2025, amount paid: 45$, business committed to provide weight loss medication for only the 45$ paid, when in reality that is not the truth, I am not looking for a refund just a cancelation of membership but it is impossible to do through their site I have been trying for hours, they have not tried to resolve the problem, part of the issue is advertising as they do advertise the treatment as being only 45$ a month with an increase to 145$ when in reality the mediations could be much higherBusiness Response
Date: 05/29/2025
Hi ***, thank you for your feedback. Were very sorry for the trouble you experienced. We looked into your case and see that a full refund was processed on 5/6. Were glad we were able to help resolve this! Your experience matters to us, and weve shared your feedback internally to help prevent similar issues in the future. Please don't hesitate to reach out to ****************************** if you have any additional questions.Customer Answer
Date: 05/29/2025
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,
*** ******
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