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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
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 ***************************.Initial Complaint
05/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
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 DeviceIn 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
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
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.Initial Complaint
04/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for RO and paid the initial fee for blood testing etc. I was told I would have concierge and help w whatever I needed. After I sent in my blood they ghosted me until I reached out. This is even after they said theyd email me shortly. I dont mind paying for the blood testing which I did receive but the other 100 I spent was for no services actually rendered. A lot of false advertising.Business response
04/25/2024
Thank you so much for sharing your experience with the Ro Body Program. I'm very sorry to hear that you experienced such difficulty in obtaining care. I can see that you've been in contact with the team about next steps. If there is anything additional they can help with, you may contact *******************************Customer response
04/29/2024
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:[Your Answer Here]
Company ignored my complaint and says Ive been in contact about the next steps which isnt true. This company is a scam.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
05/13/2024
A member of my team has reached out to you via the email associated with your account with an update about your request. Please feel free to respond to that email if you have any further questions or need additional assistance.Initial Complaint
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My name is ***************************, and I am writing to file a formal complaint against RO ***** a company that specializes in telemedicine services. On April 10, 2023, I had a telemedicine consultation with *************************, who is employed by RO **** During this session, I was prescribed Tadalafil 20mg (Generic Cialis) and Oral Minoxidil 2.5. These prescriptions were subsequently sent to a CVS pharmacy #**** located at *************************************** *************, ******** *****. It was later revealed to me that ************** is not licensed to prescribe medication in the state of ********. Despite multiple attempts to address and resolve this matter directly with RO ***** my concerns have been consistently passed off by the customer service staff and then ignored, and my prescription order remains unfulfilled. This oversight by RO **** has not only left me without medication but has also caused me significant stress and inconvenience.As evident in the attached email chain, although I have received responses, each reply has involved the issue being passed to the next "patient advocate." How many people does it need to go through?Business response
04/25/2024
We are so sorry for any inconvenience caused here. Upon looking at your account, I'm happy to see that the issue described was resolved. If you need any additional assistance, don't hesitate to reach back out to us at *******************************Initial Complaint
04/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am very frustrated with Ro. Their website states that Zepbound is a medication that is generally in stock and that there are no shortages. I was recently prescribed Zepbound and my prescription was sent to my local CVS. My pharmacy stated the medication was on back order. I completely understand that this sometimes occurs, but I reached out to Ro customer service to see if there were other options. They suggested I try Lilly ******* and I agreed. I reached out to Lilly ****** and they informed me it takes 10 business days just to process my prescription. I have never even heard of this in my life. What frustrates me is the lack of information and transparency by customer care. It takes FOREVER to get a reply from your care team and forget about them getting back to you on a weekend. I also dont appreciate the false advertisting where the website and customer service say there are no Zepbound shortages, but there clearly is. A healthcare company is supposed to care about its patients and do whats right but they do anything but that. Surely, they have no problem taking the payment every month! Truly a shame. I wish somebody would reach out and attempt to assist me!Business response
04/11/2024
I am so sorry to hear about the trouble you've had in getting your prescription filled. Over the last few days, Zepbound's manufacturer has declared an official shortage. If you'd like to reach out to us to discuss alternatives that might be appropriate for you, please contact ******************************* We're happy to help!
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Customer Complaints Summary
115 total complaints in the last 3 years.
77 complaints closed in the last 12 months.