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:04/03/2025

  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:03/25/2025

  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.

  I have ordered a prescription through this company to be mailed on a monthly basis. They charged me $45 for the membership fee and $349 for the prescription. I have never received the prescription via ***. They have taken my money and not given me what I bought. They lie about it being "on the way." Not transparent. Appears to be fraud. There is no phone number to reach them. They do not answer emails for weeks. I do not know what to do.

  Business Response

  Date: 05/01/2025

  Hi there,

  It appears that *** was unable to deliver your medication within the recommended shipping window required to maintain quality assurance. I can see that we provided you with a full refund for medication and your Body program fee on 4/7/2025. Please contact ****************************** if you have any additional questions.

  *****

• 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: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.

  I ordered an initial batch of Ro Sparks. Didn't work for me and I did not order any more.They sent another order after they were written to and I went on line to stop auto refills.They sent me a response saying order was ************* billed for order anyway when they had plenty of notice to ********* appears they sent new batch of product anyway against my wishes.Steer clear of doing business with this company.

  Business Response

  Date: 05/01/2025

  Hi there,

  It looks like you changed your plan to on-demand refills the day it shipped (the 15th), which is why you were billed. I can see now that your plan is on-demand refills so you will not be charged unless you order more medication. For additional questions, please reach out to *******************************************************.

  *****

• 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,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/20/2025

  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.

  This service is very misleading, I signed up with the information that it starts at 45$ a month and increases the next month. Immediately after signing up and paying the monthly fee, you find out and are given information about the actual price of the product, which I cannot afford without insurance coverage and is astronomically higher than the advertised rate. Realizing this, I immediately cancelled my membership. This was all within ***** minutes after signing up. I reached out to be refunded for my initial payment and have only received messages vaguely talking about the service I have cancelled my order for. Since I have no intention of moving forward with this service, and have not received any service from them so far, a refund would typically be easy, painless, and a quick transaction but not with Ro. This service has been completely ineffective, frustrating, and unprofessional. Every response comes from a different person, always using a generic form response, making it impossible to make any real progress. There are no clear channels of communication to talk with costumer service, which is why Im writing this review. You can search their website but you will not find any easy and helpful answers on their website. The extreme delays and lack of transparency suggest that Ro is more interested in taking money than actually providing the services they advertise.I strongly advise against using Ro. This experience has felt like a scam, and I hope my complaint helps others avoid the same issues. Its a money grab.

  Business Response

  Date: 05/01/2025

  Hi there,

  I can see we issued you a refund on 3/20/25. Please contact ****************************** for any additional questions.

  *****

• Initial Complaint

  Date:03/17/2025

  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.

  I decided to try Ro out at the beginning of last month. Did the "$45 trial" which "guaranteed" my insurance would pay for the medication. The medicine came in to the pharmacy I chose to which I was then told, they wouldn't be able to fill it. I informed Ro's providers who then informed me they would get with their team and figure out which pharmacy they'd be able to send it to. When they got back with me, they informed me that insurance would not actually pay for it and that I could pay $1300 out of pocket for the medication. In the beginning, I was informed that if the medication was never picked up, I would be reimbursed the $45. At the beginning of this month, not only was I not reimbursed the $45, I was charged another $145. When I sent Ro an email, they said it would take multiple business days to get back with me. I tried calling and the automated system informs you that due to high call volumes (surprise, surprise), you can only email. I received an email today stating my account is cancelled but I would NOT be reimbursed anything. I did not receive any medical advice, or medication.

  Customer Answer

  Date: 03/21/2025

  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:03/17/2025

  Type:Order 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.

  Paid the 45$, medication approved through my insurance company. With the application process I put in my pharmacy information, yet they sent it to some pharmacy Ive never heard of, I messaged Ro no response, so I messaged the pharmacy and told them I do not want my script filled with them as they wanted to charge me double the amount I would pay for the medication. I had my pharmacy call ***************** and they said they sent the script back to my doctor. I then contacted Ro AGAIN, a couple days go by so I canceled my subscription Finally a response telling me they will not send the script that I paid my monthly fee for, now that Ive canceled. I should have already gotten the script so canceling should have only prevented from getting the second script.

  Business Response

  Date: 05/01/2025

  Hi there,

  I'm sorry for the confusion. I can see that we were able to reactivate your account and get your script sent to the correct pharmacy on 3/25/25. Please reach out to ****************************** with any additional questions.

  *****

• Initial Complaint

  Date:03/12/2025

  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.

  Signed up for Ro on 2/23 for the $145 a month for weight loss medication; was charged $45 initial fee to get started. The medication was stuck in prior authorization for days, then ultimately not covered by my insurance & too expensive to cover without it. I canceled the membership since I received no medication or used any other *************** will not refund the $45. I specifically signed up for weight loss medication & received nothing in return with nothing but generic responses back that they will not refund my $45.

  Business Response

  Date: 05/01/2025

  Hi there,

  The $45 initial fee covers the health and medication consultation, which includes provider consultations, lab test results review (if applicable), and insurance support for the initial stage. Since you completed this stage, the $45 charge is non-refundable, as stated in our terms on **************************************************************. Thank you for your understanding.

  *****