ComplaintsforRo

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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 ***************************. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the ****1 prescription service on Jan 19, but I was not able to receive the service they promised. In their website, RO advertised such that the membership includes prescription of ****1 and Rx sent to the local pharmacy, but was never been able to receive the medicine.

  Business response

  06/05/2024

  Hello *******,

  Thank you for reaching out, we're very sorry to hear about this.

  Our team reviewed your account and it appears that you have already disputed the charge, which bars us from manually issuing a refund. Our team has reached out to you with options and next steps, kindly respond to the email 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

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up with ro.co expecting to receive medication for a monthly price. After signing up and being charged I then find out that the recurring payment is only for a membership and not for the medication. Medication is separate and grossly expensive; not to mention several months on back order. While waiting for medication I would be charged several times over for services not rendered. This information should be disclosed prior to being allowed to be signed up and charged. Buyer beware. Also, you arent allowed to call customer service and speak to anyone. Literally. Anyone. The number says so ************* / ************). I cancelled my membership same day I signed up. I requested a refund via email at ******************************

  Business response

  05/20/2024

  Hello. We appreciate your feedback. Upon looking at your account, it looks like our team was able to refund this charge when it was requested this weekend. I'm glad that we were able to get this resolved. Wish you the best! 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  entered into arrangement 3/19/24 payment $99 for Ro.Com to provide prescription support for medication Zepbound received 1 months prescription only.rebilled 5/2/24 for $145 for second prescription. to date I have not received 2nd prescription of effective support to ensure second dosage.cannot contact Ro.com except by email and responses are generic and repeated without any result. they are taking consumers money without provide a complete and comprehensive service.

  Business response

  05/21/2024

  I'm so sorry to hear that we haven't met your expectations just yet. Yesterday a member of our team was able to make some significant progress in helping you obtain medication. Please respond directly to that message if there is anything else we can assist with. 

  Customer response

  06/06/2024

  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:

  This issue has not been satisfactorily been resolved.  Still receiving substandard service and support.  Continue to recieve generic cloned emails.  Latest physician clearly did not read my file before canceling prescription.  Which will further delay my treatment.  
  
   
  
   
  
   
  
  Sent from my ******** 5G Device 

   

   

   

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

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

  Business response

  06/14/2024

  Hello *****,

  Thank you for following up with us, I'm very sorry to hear that your issue still wasn't resolved.

  We reviewed your account today and confirmed that our team had circled back with a new update regarding your treatment as of 6/11, which you had acknowledged. Please let us know if there is anything else we could assist with!

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3/19/24 and 4/19/2024. This is a telehealth prescription company. I ma unable able to communicate with them only be there website. They are not refilling my prescription correctly and I can not get a response r action. I write every day and no response. i call there phone number but it states they will only respond by messages on the website. Unable to speak with anyone to cancel and they keep charging me a monthly membership/

  Business response

  05/16/2024

  Thank you so much for your feedback here. In reviewing your account, I can see that our team was able to resolve the prescription refill issue you were encountering. If you need any further assistance, please respond to the message sent today by a member of our team. Thank you.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was offered to be on a semiglutide by Ro for $145 a month. I signed up and paid and did my labs. I spoke with the nurse practitioner and she told me that she was just sending the prescription in and I would have to be put on a waitlist if the pharmacy doesnt have it in stock. I didnt want to pay $145 a month to sit on a waitlist so I asked for a refund and cancellation. I was told I would not get a refund because all sales are final even though I havent been sold anything. I would like my $100 back, they can keep the $50 they charged me for the at home labs.

  Business response

  05/13/2024

  Thank you so much for sharing feedback about your experience with the Ro Body Program. Upon looking into your account, it looks as though we were able to get this resolved by our customer support team. If there is anything additional you need help with, don't hesitate to respond to that message. 

*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. ↩