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:04/26/2025

  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.

  "Roman Health" charged me $199 last week for a medication that was $99 last month, and TODAY has changed an additional $145, unauthorized. There is zero "membership" accompanied by this medication, it is a joke. I was never told about an additional charge, how much it would be, or anything like that. I am a single mom on disability...I can't afford the medication any more nevermind the unauthorized fee that is currently pending from my account.

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  Roman Health has responded to my complaint and refunded the total amount of money that was charged without my consent. This matter is resolved on my end and the "membership" was cancelled. 
  
  Sincerely,
  
  ******** *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/19/2025

  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.

  Received item very damaged and halfway empty. The warnings on the package had me concerned about how much leaked on my hands and skin. After this I lost confidence in the product as I got so much on me that I got sick/overdosed from taking the included pictures I submitted to the company for return. I also feel I was not properly educated on the risks of this product. Their pharmacy based process is not an actual doctor experience in my opinion. I am questioning this product and do not want to put it on my head especially after the condition I received the first **************** is ignoring my request to receive a shipping label so I can send back for a full refund.I would like the item refunded.

  Business Response

  Date: 05/01/2025

  Hi there,

  I'm so sorry to hear your product arrived damaged. We believe this happened in transit. I can see we sent you a new bottle and provided you with a credit in your account. Please reach out to ****************************** with any additional questions or concerns.

  *****

  Customer Answer

  Date: 05/01/2025

  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:04/16/2025

  Type:Order 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.

  Hello, the Ro medical provider platform charged me $45 and it had me to believe that they will give me an option of *********** but instead they only gave me the branded option of only Zepbound. The Ad tells you that you will pay one price which is the starting price for a compound but then the company doesn't show the compound that you asked for once you paid. On 4/15/2025, I was trying to get *********** from Ro. I got excited to see that I could start it at $45 to get this compound medication. The company has you to take a questionnaire, I paid the $45 then was shown only two options either to pay $349 the first month and around $500 for each month after that only for Zepbound. The other option was to see if I can use insurance for any medication. With the questionnaire, I let them know what medication that I wanted but right before, the company said how they are experiencing delays in the Wegovy (***********) medication. The next page you see is the Zepbound Vial stated that you'll get a faster weight loss in 30 days than Semiglutide. The only other option the company shows are options to see that if you want to use insurance under the only medical option. I feel tricked. I would like a refund of $45. There was no way for me to know that I couldn't get *********** after I already paid the $45.

  Customer Answer

  Date: 04/21/2025

  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:04/15/2025

  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.

  3 days ago on 4/12/25 I was curious about RO health weight loss medication and signed up for the membership. It was $45 but they dont tell you how many hundreds of dollars the medication will cost aside from the $145 membership fee. I immediately tried to cancel my membership but it was pending. Once I received an approval, I immediately requested to cancel and my membership was canceled on 4/14/25 and I was told I would get a refund via email. I just opened my bank account today 4/15/25 to find a charge for $885.45 from Merchandise Ret Ro Health and I never received any medication and never selected a medication and have only been working to get away from this company that at this point feels like an absolute scam. This needs to be refunded immediately. I have a receipt for the original $45 but the $885.45 does not have a receipt and I have no idea what charge that is.

  Customer Answer

  Date: 04/15/2025

  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: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:04/04/2025

  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:03/26/2025

  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.

  On February 24th, I enrolled in the Zepbound weight loss management program with RO. I understood that the first month required a $45 membership fee, with subsequent months charged at $145, not including the medication. I was comfortable with this arrangement because RO assured me they would handle all communications with my insurance, and I wouldnt need to do anything. This was reassuring, especially since their website stated they would first check whether my insurance covered the medication. If it didnt, I could cancel and receive a refund for the $45 fee.However, over a month has passed, and I have heard nothing from RO, nor have I received the medication. The doctor mentioned it was sent to my pharmacy, but there is nothing there, and I have not received it by mail. Additionally, no one at RO has been able to confirm whether my insurance is covering the medication. When I emailed RO, I was told it would take multiple business days to receive a response. I also tried calling, but the automated system stated that due to high call volumes, email was the only method of contact.Not only have I not received my medication or answers to my insurance inquiries, but I was also charged another $145 membership fee. Given the lack of communication and poor business practices, I would like to cancel my membership and request a refund for both membership fees.I am filing a complaint with the Better Business Bureau due to RO's failure to uphold their promises, lack of proper communication, and overall poor customer service. These practices have caused me significant frustration and inconvenience, and I believe it is important for others to be aware of my experience.

  Business Response

  Date: 04/30/2025

  Hi there,

  I'm sorry to hear this was your experience with us. I can see we granted you a refund on April 2 for $145. Please contact ****************************** for any additional questions.

  *****

  Customer Answer

  Date: 05/02/2025

  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:03/24/2025

  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.

  Filled out the Ro questionnaire. Was connected with a doctor *** told me I qualified for GLP-1 on March 16, 2025. I filled out the remaining questionnaire shortly after receiving the notification and told that the doctor would connect with me 1-3 business days. As of today, March 24, 2025, I have not heard back from the doctor *** was assigned to me even though I sent a message directly to them and tried to follow up. There does not seem to be consistent response. After learning there are additional fees on top of the membership fees (which I do not feel was transparent) I just want my initial $45 back to my card since they do not seem to communicate well.

  Customer Answer

  Date: 03/29/2025

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

• Initial Complaint

  Date:03/21/2025

  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.

  On March ******* I subscribed to the first month of ROs 'body membership" which cost $45.The following months they would charge $145 per month. No place on their website did it state that medication is not included. They advertise $145 per month for weight loss drugs.That is FALSE.This company misleads and engages in false advertisement. It's actually a scam.I sent them an email demanding my $45 payment be refunded on 3/19/2025 and even tried to call them.The answering machine at their end states that they can only reply to emails.I never heard back from them. I since have noticed on the BBB site that there are over 13 pages of complaints against this company.

  Business Response

  Date: 05/01/2025

  Hi there,

  I apologize for the confusion. However, if you visit our website (**************************************************************) you will see that we state that medication is not included in our monthly fee. I can see that we issued you a refund as a one-time curtesy on 3/26/25. Please contact ****************************** for any additional questions.

  *****

  Customer Answer

  Date: 05/02/2025

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