Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I saw an ad on ******** (12/28/2024) for RO for ***** ***********. The ad claimed you could receive weight loss medication for $45 then $145 a month after. There was nothing about the cost of the medicine being separate in this ad although it seems to be present in some of the other ads. There was also nothing about an expected expense for medicine during the process for signing up. After paying the subscription fee, I began the process. Upon realizing the extra expenses I was not warned about, I cancelled my subscription. I was not refunded any money even though I didn't even complete the intake process and was immediately locked out of the services I had paid for a months worth. Effectively paying $45 for nothing.

  Business response

  01/10/2025

  Hi there,

  Medication is not included in the monthly fee. The monthly fee is for provider visits, insurance concierge and coaching. You can read more about our pricing here: ******************************************************. I can see we provided you with a full refund on 12/29/2024.

  *****

• Initial Complaint

  01/02/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I do not want to be in the body program. I just went to look and see how theres worked. But once I saw it cause $145 just to even look I backed out. It didnt let me and charged me anyways and ro doesnt have customer service for me To talk to

  Business response

  01/06/2025

  Hi there,

  I can see we refunded you the full amount you requested on 12/30/2024 and cancelled your subscription. You should see the funds in your account in 5-10 business days. Please contact ****************************** if you have any additional questions.

  *****

  Customer response

  01/07/2025

  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

  12/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/21/24, I initiated interest into ************************* weight loss program. I paid them $45 for a refundable consultation (refund promised if I did not receive medication). After chatting with ****** Ross RN I told her "I think I'll pass. I'm paying less than half of that for it now. Please issue me a refund" (screenshot attached). I sent that chat on 12/21/24 at 2:58 pm. On 12/22/24 at 6:13 am, someone by the name of Dr. ************************** ******* completely disregarded my above request and decided to go ahead and charge me $149.00, completely going against my wishes.

  Business response

  01/02/2025

  Hi there,

  I apologize for the miscommunication on our end. I can see that we refunded you the $45 initial fee and $149 medication fee on 12/22/2024. Please contact ****************************** with any additional questions.

  *****

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their website is a classic bait-and-switch scam. I went through website to set up account to get a generic medicine injection prescription. I paid the $49 fee (a special discount supposedly for the first month) on December 17th, which said it would be the intro fee and then $149 a month thereafter on December 17, 2024. This was on the premise that it was for a subscription to the generic medication. After a few days of nothing but an emailed receipt, I logged in again, only to be directed to fill out further questions that could have been answered during the initial log-in. It was asking for my medical insurance information on the next page, only to find out after entering that I did not have insurance (AGAIN) that the fee was not the for the medication itself but just for their consultation. With fees and the medication would be an additional $249 monthly in addition to $149 a month that they will also charge. I can see from the numerous previous complaints that this company has a pattern and practice of deceiving consumers and has had it for quite some time.They have no way to contact them over the phone or to cancel the recurring charges on their website. I am disputing the charge and will be getting a new CC number to ensure this company cannot get another ***** from me. If no refund of their fraudulent charge, I will be pursuing litigation locally in my state. When they don't show up to court, I will be putting a lien on their California based company.

  Business response

  01/02/2025

  Hi there,

  I'm sorry to hear you had a negative experience with us. I can see we refunded you to $45 and cancelled your account.

  *****

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I searched for online care for ********* and found *************************. I received an offer for 50% off of my first order. I then spoke with the Dr. *** he sent everything in. Only to find that I was charged the whole price. I tried multiple times to contact them, which I sat in hold for over *********************************** Sent multiple emails, which they responded to one but didn't address any of my issues. Then I tried to cancel my order and you can't even do that. Now I have to wait till the charge to go through to dispute it. There is ZERO CUSTOMER SERVICE.

  Business response

  12/30/2024

  Hi there,

  I'm so sorry for the confusion! I can see that we refunded you so that you were able to take advantage of the 50% off deal. Please reach out to ****************************** with any additional questions,

  *****

• Initial Complaint

  12/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have reached out to the company several times, in regards to their communication with my pharmacy. For some odd reason, RO has not transmitted my RX to the pharmacy. I believe RO is delaying the process as to prolong treatment time. On other words, make me have to pay another subscription fee. My insurance has approved it and my pharmacy has not received a fax or electronic notification from RO to dispense the medication. The pharmacy has plenty of medication on hand but the longer RO stalls, the less chance I will have my RX

  Business response

  12/30/2024

  Hi there,

  I'm so sorry for the delay. It looks like there was an error on our end with the area code of the pharmacy. I went ahead and added a credit to your account to thank you for your patience.

  *****

• Initial Complaint

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am utterly disappointed with my experience at Ro. What was advertised as a straightforward and affordable service quickly devolved into a frustrating ordeal. The promise of starting at $45 turned out to be nothing more than a bait-and-switch tactic. I was shocked to discover that there were only two options available, neither of which were covered by my insurance. Whats the point of an "approval" process if it leads nowhere? It feels more like a trap than a service. I feel scammed, and I am demanding a refund of my $45. This is nothing short of false advertising, and I am appalled by the lack of transparency and genuine customer support. Save yourself the *************************** and look elsewhere. Ro has proven to be a complete disappointment.

  Business response

  12/30/2024

  Hi there,

  I'm sorry to hear that was your experience with us. The initial fee includes a provider consultation, blood test (if necessary) and health assessment, GLP-1 prescription (if appropriate), and insurance concierge. I can see we refunded you the $45 fee as a courtesy on 12/18/2024. Please reach out to ****************************** for any additional questions!

  *****

• Initial Complaint

  12/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear Ro,I placed an order and paid for the order. The following is invoice number ************************************* The following is my order number # ********, under ******* ****, ***********************************************. This was paid for, and a delivery attempt was made, but I haven't received any further updates about the delivery of this order. If you are unable to fulfill this order or fail to provide a delivery update, I will dispute the charges and cancel my subscription.Please provide an update on the delivery date as soon as possible. ******* ****

  Business response

  12/30/2024

  Hi there,

  I apologize for the issues you encountered in receiving your order. I can see that you disputed the charge with your bank. We are unable to process a refund for your order until the dispute is settled (within 23 days). Once the dispute is settled, we will gladly process your refund. Please contact ****************************** for further questions,

  *****

• Initial Complaint

  12/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business practices deceptive practices in many ways and they need to be called out on this. This lure you in by saying you will get access to services , you must first pay an initiation fee before you are even assessed and guaranteed the services desired. If you then cannot receive services you are told your subscription will be promptly cancelled BUT they do not refund the initial fee. the signup process does say you will be refunded if you can not get medications or services, but not clearly that you will not be refunded this initial fee.

  Business response

  12/30/2024

  Hi there,

  The initial consultation fee includes a provider consultation, blood test and health assessment, GLP-1 prescription (if appropriate), and insurance concierge. We would be happy to refund you for your first month but I am unable to find you in our system. Please contact us at ****************************** and we can refund you and send you a receipt for your records.

  *****

• Initial Complaint

  12/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order for meds was shipped on December 4th with an expected delivery of 2-4 business days. Tracking of shipment via *** initially said a delivery date of 12/6 but did not arrive on 12/6. I contacted support to find out the status. They informed me that estimated delivery was 12/9. Order did not arrive and *** estimate changed to 12/10. Every day, the estimated delivery date has changed to the current date and still no delivery. My account on **********************'s website and in their app says the order was delivered. I emailed Ro several times between December 9th and December 13th (today) to find out the true order status. I have not received any contact from Ro since December 7th when I received an email claiming the issue is resolved. Since Ro's website says they usually respond within 1-2 business days and they have not responded to any of my emails since 12/7, I am under the impression they believe the order has been delivered despite my repeated attempts to tell them it has not been delivered. In short: Ro says I received my order, but neither *** nor **** confirm the delivery.

  Business response

  12/30/2024

  Hi there,

  I'm so sorry to hear about the issues you encountered with shipping. I can see we sent out a replacement package that you received on 12/16/2024. If you have any more issues with shipping, please contact us at *******************************************************.

  *****

*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. ↩