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:04/15/2025

  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.

  Horrendous service. First of all, their website is annoying to navigate because you only figure out if you're eligible after going through the survey and paying their fee. It would be helpful--and appear far less scammy--if this information were more clear up front.Second of all, I have been waiting since March 25th for my prescription and we are still in the pre-authorization stage. It is now April 15th. Had I gone to a doctor in person I would have had my prescription same ****** is absolutely outrageous that the only support you get is through asynchronous messaging. It takes days to get a response to every message. There is no customer support number where you can actually speak to a live human. I find this to be egregious especially when healthcare/medication is *********** seems like the only way to get help is to go on Reddit, complain and then "***** from Ro" will DM you. I am leaving the country in 7 days and still don't have any medication. If I don't hear back from them tomorrow, I am cancelling and requesting a chargeback for a service not provided. Do better.

  Business Response

  Date: 04/28/2025

  Hi there,

  I'm sorry to hear it it's been a frustrating experience with us. I can see that your prescription was sent to the pharmacy on 4/23. If you have any additional concerns, please reach out to *******************************************************

• Initial Complaint

  Date:04/15/2025

  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 signed up for Ros $45 membership, so that I could get prescribed Zebound. Immediately after I signed up ****** reached out to me via email and said that my request had been canceled due to a possible duplicate account. I asked ****** multiple times would I get my refund back of $45. He closed my requests and never responded. I would like them to refund my money back. See below the email received from ******. ****** ****** (Ro)Apr 14, 2025, 7:42PM MDT ** ******** ***** ****** *** ** ** *** ** **** ***** ***** ** ****** *** ****** *** ***** **** *** *** ********** ** ******* ******** **** **** ** ******* **** ***** ******* **** **** *** ******** ** ** ****** ** **** *** ******* ******* ******** ***** *** ******** *** ********* ******* *** ******** ********* *** **** ********* ****** *** **** **** ******** ******* ** ******** * ******* ****** *** ************ ************ ** *** ** ***** **** ********** ****** *** *** ** ***** **** ************ *** **** ********** ******* ****** ** **** ******** ******** ****** *** ** ************** *** *** ************* ****************** ** **** **** 

  Business Response

  Date: 05/06/2025

  Hi there,

  I apologize for the confusion. I can see that this matter was straightened out and you were refunded the $45 on 4/16/2025. Please contact ****************************** if you have any additional questions.

  *****

• Initial Complaint

  Date:04/10/2025

  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.

  This company was not transparent about costs. I was billed for an amount I never agreed to and then I had to spend at least a half hour on the site to find out what the billing information was and what I supposedly agreed to pay.

  Business Response

  Date: 05/22/2025

  Hi there,

  I apologize for the confusion. I reviewed your account and it looks like we gave you a $50 credit that was automatically applied to your initial consultation. The Body Program begins with a $45 online consultation, followed by an ongoing $145/month membership fee that starts once your prescription is sent to a pharmacy. Please note that cost of GLP-1 medication is not included in the consultation or program fees. You can get more details on estimating medication costs within the Body Program Guide here: *****************************************************************************************************. If you have any additional questions, please contact *******************************************************.

  Best,
  *****

• Initial Complaint

  Date:04/08/2025

  Type:Delivery 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.

  My issue with Ro has started from the beginning when I started the service not one delivery has been on time. My last delivery that was scheduled to be shipped out on 03/27/2025 has never arrived note this shipment was late already. I sent a message to customer service and they said it was resolved and I should have my shipment of pills soon. Also Ro and *** said the shipment was delivered contacted Ro and they said because of back log of orders my shipment would be shipping out soon. I also have to emails saying it was delivered. I made a mistake and believed my shipment would be shipped out and I renewed the service dumb mistake. So now they are just feeding you false information just to get you to renew the subscription. I just want my last delivery for my last subscription and I'm going to cancel the current one that I made they cannot be trusted and all they're looking to do is get a hold of your money and never ship you a product. Ro it's a great product but the company does not do good business with their customers because you never get the *************************** on time and I still haven't gotten my shipment from my last subscription really disappointed and I feel like I've been prayed upon because of all the late deliveries and all the false emails saying that your product was shipped.

  Business Response

  Date: 05/01/2025

  Hi there,

  Thank you for your kind words about our products and thank you for being a loyal customer. I'm sorry to hear it's been a bit of a rocky road! I can see we added a credit to your account to make up for shipping delays. Please continue to reach out to ****************************** for all of your customer support needs.

  *****

• Initial Complaint

  Date:04/06/2025

  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 have been having issues with Ro the past few weeks. They provide health services, with no way to speak to anyone for assistance. The representatives and doctors also do not review the conversation history which causes a lot of issues. I have been requested a call multiple times and they have refused. They are continuously trying to charge my card and sending me emails to update payment but has failed to respond to my questions regarding what the payment is for as I am using insurance.There needs to a better system in place especially if offering health services.

  Business Response

  Date: 04/30/2025

  Hi there,

  I apologize for the confusion! It looks like we are having some trouble processing payment on your card for your Body program fees (this is for ongoing provider visits, insurance concierge, messaging with your Care Team, and coaching). Someone from our Care Team reached out via email on 4/30/25 to help troubleshoot. Please reach out to ****************************** if you have any additional questions.

  *****

• Initial Complaint

  Date:04/06/2025

  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 April 1, 2025 I created an account and downloaded the Ro app. I proceeded to order the Body Membership plan. Ro accepted my credit card details and I was charged $45. Several days later I received an email saying that I have another account under an old work email address that I can no longer access. Access using my current email and the one that I used to setup and pay for the membership was blocked. Im now unable to access my account and ********************** is refusing to respond to emails. The provider consultation that was promised has not been scheduled. Im exasperated and suggest that others avoid this company entirely.

  Business Response

  Date: 04/30/2025

  Hi there,

  I apologize for the confusion. I can see that we reached out on April 10 via email to let you know we were able to move your new email address that you recently made an account with to your old account. You will need to complete a new visit now and you will be able to continue with your treatment plan. Please reach out to ****************************** with any additional questions!

  *****

• Initial Complaint

  Date:04/05/2025

  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 signed up for RO to see if my insurance would qualify me for the weight loss injections. It doesn't, which is fine. I canceled the RO Body Membership. However, there is no where on the site to cancel the Metabolic Health appointment, to delete my payment information or delete the account. I find this very predatory that you can't delete the account nor payment and address information. So far I haven't been charged with anything. I just want all of my information deleted and account deleted.

  Business Response

  Date: 05/22/2025

  Hi ***,
  I apologize for the confusion. I can see that one of our Care team members reached out and your account was successfully deactivated on 4/11/2025. Please contact ****************************** if you have any additional questions.
  *****

• Initial Complaint

  Date:04/04/2025

  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 have been using Ro telehealth since December and had no complaints. My providers always responded promptly and my medications were sent on time. 7 days ago my provider did a check in message with me which I replied as we discussed a potential change to my medication. I have not had a reply from a provider, my medication has not been approved, I have emailed the care team, I have sent 3 additional emails to my provider. No reply. Now my medication will be late and I will miss a dose. I believe there is a lack of transparency in how this company operates as they have left me in the dark about my health plan that they set me up on. I have done all I can do in terms of trying to contact ANYONE to get answers.

  Business Response

  Date: 04/28/2025

  Hi there,

  I'm sorry to hear you aren't getting the answers you need. I can see we responded to your inquiry and you have your medication in hand now. Please reach out to ****************************** or your provider chat if you need anything else in the future.

• Initial Complaint

  Date:04/03/2025

  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 wanted to know if Ro accepted my insurance for weight loss medication. The site said I had to pay for a membership, BUT it would be refunded if the medication was not covered. My insurance did not cover the medication so I cancelled the membership and asked for my refund. I was told that I would not get a refund because I had to pay for the work the providers, doctors, etc. performed. This was absolutely a deceptive practice. They advertised that they would check the insurance and would issue a refund if not covered. After receiving my money, Ro tells me I have to pay for the very thing I was told I could get a refund for.

  Business Response

  Date: 04/28/2025

  Hi there,

  I can see we gave you a full refund on 4/8/2025. Please contact ****************************** with any additional questions.

• Initial Complaint

  Date:04/02/2025

  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.

  sent empty vials Id like to be contacted directly to reach a resolution. In regards to that as well as why It appears I have been double charged for the membership on top of the price of the medication. I have sent a few messages but conveniently no one from my care team has responded. Please correct the error with the improper distribution in regards to the vials (replace and send properly filled vials and clarification of any and all charges

  Business Response

  Date: 04/28/2025

  Hi there,

  I'm sorry to hear you may have received some empty vials. I can see we provided instructions with how to get replacement vials sent out on 3/27. Please reach out to ****************************** for any additional questions.

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Avoiding refund and passing the blame/responsibility is wilidly unprofessional for a business of this caliber when evidence of error (empty vials) was ignored until this complaint. placing resolution in the hands of the consumer while you continue to charge the monthly membership fee aswell as the fee for the medication itself is the definition of a Ponzi scheme. Refund for the medication and the membership fee in April is more than an adequate resolution as Ro is the facilitator of consumer orders. Though Ro is not the pharmacy to fill these prescriptions as the prescribing agent there is a duty to the consumer otherwise this is legitimately a pyramid/Ponsi scheme. Refund is more than sufficient. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ********