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Complaint Details
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Initial Complaint
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
****STAY AWAY!!****Theyll take credit card payments all day long without any intention of providing a service or product. They took the payment, immediately closed my account, sent nothing, provided nothing and said refund in ten dayswhich is completely made up. Any and every bank will tell you that ten days is not a real thing. They are SENT ELECTRONICALLY! Who do you think youre kidding with that?I never agreed to you holding my money for ten days without providing a product or service. THATS CALLED FRAUD. Businesses hold money to make money, but I never said you could do that with my money.Business response
07/05/2024
Hello ****,
Thank you for reaching out regarding this, we sincerely apologize for the experience you've had with our platform.
We have reviewed your information and can confirm that your request for the $45 refund was processed on 6/28 when the duplicate account was automatically closedmembers cannot have two separate accounts, so any duplicates will be automatically flagged by our system and deactivated. Again, we are very sorry for any inconvenience caused by this. We are glad to hear your funds were returned to you, please let us know if we can assist with anything else.
Initial Complaint
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
This company fullfills medication that has life threatening potential, yet they have removed all phone support options and forcing their established customers to reach them via email with 48 hour turn around, this is irresponsible since you are dealing with patient care. They are not allocating resources to provide comprehensive assistance to their clients and their license to *************************** this service needs to be reviewed, they are putting profits over safety since this is not an issue of the company not being able to afford proper support. It's a matter of not being responsible to patient wellbeing. When you call their main phone number the automated system makes up a story about inmense ammount of calls (like that's an excuse to not care for patients) and tells you they will respond via email after 48 hours, this is potentially dangerous since they patient may not be able to find answers to health pertinent questions and medication management. They force the patient to disclose health status information or declare an emergency to an automated system in order to determine if the patient needs assistance. This is irresponsible and should prompt license review, why should they skirt their care provider role while we don't let other pharmacies perform this way.Customer response
06/22/2024
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
06/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Website states $99 consult then $149 per month thereafter. They want another $299 per month for meds.Business response
06/26/2024
Hello. Unfortunately, we are unable to locate an account with the contact information provided. I can confirm that the monthly subscription charge is not inclusive of medication, as is stated on our website and during the online visit process. If you have any questions, feel free to contact ****************************** from the email address associated with your account.Initial Complaint
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered treatment and medication for weight loss medication . On the 17th I received a email asking me to login to view my medication options. The options presented to me said that the medication is on backorder for 3-6 months and to signup on a wait list . Once the medication becomes Available my cost will be $199 to $300 per month for medication. This is a classic bait and switch the seller is knowingly offering treatment with prescriptions for medication that's currently unavailable. I requested a refund after finding out that the medication was on backorder and received a reply claiming my insurance won't cover medication and it will cost me $900 plus per month after providing me a cost of only $199 to $300 per month per 30 day supply once available. The seller is unable to provide treatment or medication and is acting in a predatory manner. Why would a legitimate company offer a monthly treatment plan knowing that the medication isn't available to treat patients. This company can not provide treatment with medication that isn't available. I would also like to note that this company has deleted the medication options that they provided me on their website that displays the backorder out of stock information.Business response
06/26/2024
Hi Jerome. So sorry for any confusion caused. While some medications may be more difficult to get in the short term, Ro does have available options that are ready to ship directly to patients. If that is something you are interested in, please feel free to discuss with your provider any options that might be a good fit for your personal situation.Initial Complaint
06/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On the evening of 6/11/2024 I signed up for "The Body Program" subscription through RO.co. The sign up process initially made me believe it was a monthly membership that included medication. As soon as I provided my credit card information and they processed the $99 for the first month, the next few screens in the process made it clear medication was not included and was very expensive. This should have been clear from the first part of the purchasing process. I immediately looked for a way to cancel the subscription I had just purchased and could not find a way to do so. The next day on 6/12/24 I found an FAQ area of the website that had a link to cancel my subscription. I submitted the request, but did not get any kind of confirmation that the request was received or processed. In addition I also sent a message to RO asking for a confirmation of cancellation and a refund of the $99 dollars as I did not use the membership at all. I received an email response from ***** with RO confirming the membership had been canceled but refusing a refund. It feels like the way this sign up process is structured and the refusal to refund a subscription that I did not use that RO is intentionally deceiving potential customers and scamming them out of $99. I should be issued a refund.Business response
06/14/2024
Hi *******
This is ******** a supervisor from the Ro Care team.
I'm sorry for any confusion regarding the Body Program costs! To clarify, medication costs are not included in the program. This is outlined on our website prior to signing up, as well as during the online visit before completing your submission.
I can confirm you have successfully canceled your subscription. You will not be billed again. I have also taken a look at your previous correspondence and note that a refund for the initial $99 fee was processed on 6/13. A receipt was sent to your inbox as well.
Please let me know if you have any further questions or concerns by reaching us at ******************************.
Best,
*******
Customer response
06/17/2024
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
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I did not order anything from this company and I definitely did not subscribe. I am a woman I would have absolutely no use for anything that was male related. I think that my account was used by somebody else and would appreciate it if I could get a refund.Business response
06/14/2024
Hello *****,
Thank you for reaching out, we're very sorry to hear about this.
There seems to be some confusion here. We reviewed your correspondence along with the information provided in your review and did find an account with your information, which was also third party verified. Our team will send you an email to clarify further, kindly respond to the email as soon as you are able. We apologize for any confusion and look forward to resolving this further!
Initial Complaint
06/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ro is taking people's money for a "medical check up" that consists of a questionnaire and then not providing refunds for prescriptions never provided. The questionnaire is clearly being processed by AI or a computer system, where there is no actual medical provider involved. Hypothetical considerations are made and then pharmaceuticals are prescribed through an automatic process. There is a menu to pick which pharmaceutical and then you are told there is a backup and medicine is never received or sent. Customer's money is taken and there is no way to get a refund, no one to call and no response.Business response
06/14/2024
Hi ******,
This is *******, a supervisor from the Ro Care team.
I'm sorry for any confusion regarding the Body Program and services included. Please rest assured, the online visit that you submit are reviewed by Board Certified Physicians. You can find your physician's name within your My Ro account and messages, as they will communicate with you there regarding your treatment.
While you can select a medication preference, your provider will determine the appropriate medication based on your responses. We also consider the availability of each medication, as branded medications are currently affected by a nationwide shortage, so we want to outline all options available to you.
However, I can confirm your subscription has been canceled and you will not be billed any further. Our team has also issued a refund for the $99 on 6/11. Please allow 5-10 business days for the refund to reflect in your financial statement. Youll receive a separate email with a receipt for your records as well!
Please let us know if you have any other questions or concerns by emailing us at ******************************.
Best,
*******
Initial Complaint
06/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The Get Started ad states: the ****1 medication would be included, and the prescription would be sent to the pharmacy. Then I was charged $147.00 on May 30 and had not received the first round of medication until June 4th. I asked to use my insurance for medication when I first enrolled on May 14. Then sent the info again May 26th. I called, the RO company in NY several times, but they only communicate via chat and the system forces you to enter credit card information after you answer the questions to get your prescription. I request a refund, Cancel my account and have asked them not to charge my account. They sent the following in a message: Please note that cost of ****1 medication is not included in the consultation or program fees.Business response
06/14/2024
Hi ****,
This is Klaudia, a supervisor from the Ro Care team. We appreciate your interest in speaking over the phone. Due to a high volume of inquiries, we are currently managing communication primarily through email to ensure a timely and organized response to all our valued customers. Rest assured, we are committed to addressing your concerns promptly and efficiently.
I apologize for any confusion regarding our Body Program costs! To clarify, medication costs is not included in our program. This is outlined on our website before completing the online visit as well as during the questionnaire. While a prescription may written (if deemed appropriate), medication costs are billed separately.
I see that you were billed $149 for your prescription order. While we typically do not offer refunds for medications already shipped, I am happy to issue a full refund for the $149. However, I note that you have disputed this charge. I am unable to issue refunds that have been disputed, so we kindly ask that you close the dispute and we may process the refund! Otherwise, you can wait for the dispute to finalize and may receive your refund this way.
Please let me know if you have any questions.
Best,
*******
Initial Complaint
06/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I entered into ro's weight loss problem for 150 a month. I did my labs and then was told I could purchase my medicine for 1k a month and may not get it for months while being charged 150 a month for no service. I wasn't told that the medicine was separate from the program until after the labs. It's advertised as the monthly membership is all you pay until later in the progress. There's zero customer support.Business response
06/14/2024
Hello ******,
Thank you for reaching out, we're very sorry to hear about this.
We reviewed your account and it appears that you have already disputed the charge in question, which bars our team from manually issuing a refund. We have reached out to you with options and next steps in an email, kindly respond as soon as you are able.
We sincerely appreciate your patience and for bringing this to our attention, kindly let us know if you need anything else in the meantime.
Initial Complaint
05/31/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
For the past six months I have been a customer of **********************. Within these past six months I have had no results, despite their website advertising that progress would been seen within these six months. I have reached out to the doctor on staff who raised the dosage, still not results. I feel that this issue is a matter of false advertising. As well, on their website I cancelled my subscription, however they still charged me. It was finally cancelled when I reached out to customer service. I'm filing this complaint as I would like my money back, with the lack of results it is almost like I've been given placebos.Business response
06/05/2024
Hello *****. Due to the clinical nature of your experience, the best thing would be to speak with a Ro affiliated provider. It doesn't look like you've interacted with a provider since 2023. Please reach out via the Message portal found on your account page to ***************************.
*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. ↩
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Customer Complaints Summary
100 total complaints in the last 3 years.
64 complaints closed in the last 12 months.