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: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:03/24/2025

  Type:Billing 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.

  RO charged me for Body membership services in the amount of $145 monthly when I had already requested my account be terminated. I am attaching the billing for the first month in February and the second month that just came due 3-24-25. I had cancelled in the RO app and should not have been charged for this service. I had indicated I did not understand the charges in the chat, and I was immediately billed for the additional $145 membership that I canceled. This business needs to do the right thing and refund my money. There is no reason to bill after I request the service be canceled. Please assist with clearing up this irreputable business practice.

  Business Response

  Date: 05/01/2025

  Hi there,

  I'm sorry to hear this was your experience with us. I can see we refunded you the $145 on 3/25/25. Please contact ****************************** if you have any additional questions.

  *****

• Initial Complaint

  Date:03/24/2025

  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 been a patient via Ro for a year and a half without much of a problem. Over the past several months there has a been a disconnect in communication between me, the care team, the Ro customer service and the benefits department. For the past month I have sent at least ten messages for follow-up about a change in my insurance. As a result, my new insurance needs a new prior auth. They were first made aware of this since 2/28/25. It is now 3/24/25 and they haven't even submitted the prior authorization to my insurance. There was at one point that I feel I should not be charged for the month or time that I am not being helped. That seemed to create a contact with the provider, however, it just seems that provider wrote another script and did not follow through about the prior auth, which is what I need. I already have several scripts that have been sent in, but they aren't any good to me without the prior auth. I have already had to pay out of pocket twice for this prescription, when I actually have insurance. This is not fair. At this point, I want this prior auth to be submitted, and I want to be refunded for the past 2 months of their monthly service, when I was not actually offered any service but just given the run-around.

  Business Response

  Date: 05/01/2025

  HI there,

  I'm sorry for all of the back and forth. I can see that we have been working with your insurance to obtain a new PA but there have been some hurdles with their requirements which we have explained to your in your provider chat. Please reach out to ****************************** for any additional questions regarding refunds and billing.

  *****

• 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:03/19/2025

  Type:Customer Service 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 attempted to delete my account and all of my personal information. However, the website provides no means of deleting my account or information. Furthermore, they have no means of contacting their customer support on their website, I had to do a web search to find their customer service number. When I called the number, an automated message stated they are not accepting calls and hung up.

  Business Response

  Date: 05/01/2025

  Hi there,

  I apologize for the confusion. I can see that on 3/26/25 we emailed you to assist with removing your information from your system. If you have any additional questions or concerns, please contact *******************************************************.

  *****

• Initial Complaint

  Date:03/19/2025

  Type:Billing 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.

  Company Nam** ***** ****** (Ro)Product/Service: Spark Prescription Order Number: ******** Date of Charge: March 16, 2025 Amount Charged: $489 Desired Resolution: Full refund to my personal account and correction of billing practices Complaint Details:I am filing this complaint due to an unauthorized charge of $489 on my personal account by ********************************************* for their Spark prescription (Order #********).1.I never authorized this charge. I only requested information about the prescription and explicitly intended to use my FSA account, not my personal funds.2.The listed cost for this product on Roman Healths own website is $110 per month at its highest price, yet I was billed $489 with no explanation.3.This is a violation of my personal financial account, as they charged me without consent and against my specified payment method.The transaction took place on March 16, 2025, and I have attempted to resolve this issue directly with Roman Health, but they have failed to correct the charge or provide a satisfactory explanation.Requested Resolution:I am requesting an immediate refund of $489 to my personal account and for ********************************************* to correct their billing practices to prevent further unauthorized charges.I expect a prompt resolution and accountability for this financial ********************************* Information:Name: ******* ******* Email: ********************** Phone: ************ Sincerely,******* *******

  Business Response

  Date: 05/01/2025

  Hi there,

  You submitted a renewal visit for medication which will automatically create an order, hence the charges to your account. However, we **************************** you a full refund as a one-time courtesy on 4/28/25.

  *****

  Customer Answer

  Date: 05/07/2025

  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

  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.

  *****