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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
11/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Signed up for a subscription that was $48.00 and was charged $129.00. Ro does not have a working customer service phone number and does not return emails. Trying to get my money back!Customer response
11/19/2024
Better Business Bureau:
The business has responded to me. You can close this complaint.
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
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Used Ro for two months. Supposed to be a once a week shot for 28 days. They shorted me in each order by one week. They owe me two weeks or $150.00. They need to make this right.Business response
10/24/2024
Hi there,
I believe there may be some confusion as to the medication dosage/ how you're administering your shots as we prescribed you the correct amount each month. As a one time courtesy, we have refunded you the $150. Please contact ****************************** if you have any additional questions.
*****
Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Went through website to set up account and get generic *********** injections. Paid the $99 membership fee on Aug.19 which said it would be the intro fee and then $149 1st month for Aug 20. This was on the premise that it was for a subscription to the generic medication. Asked for my medical insurance information on the next page, only to find out after entering it that the fee was not for the medication itself but for their consultation fees and that the medication would be over $299 monthly on top of the fees. then again sept 19 charged another $145.00 and the for another bottle they charged me $299.00 sept 17.way too many hidden fees, with all my personal info and you cant talk to anyone re: them taking my money.scamBusiness response
10/22/2024
Hi there,
I'm sorry to hear you had a negative experience with us. Medication is not included in the cost of the Body program. I can see we refunded you $299 on 10/19/2024. Please reach out to ****************************** for additional questions regarding billing/refunds.
*****
Initial Complaint
09/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have tried to cancel my subscription and remove my credit card froma ccoj t and now it won't let you manage you subscription which tell me it will keep taking money knowing we can't cancel the subscription because of the way they set they website account up you can't cancel and they know what they are doingBusiness response
09/26/2024
Hi there,
We have cancelled your subscription with us and refunded you the $99 on Sept. 21. You will not be billed again. Please reach out to ****************************** if you have any additional questions.
*****
Initial Complaint
09/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for Ro under the impression that if my insurance would not be accepted I would be given a full refund. They said they would cancel my membership but my initial signup payment is not refundable. I feel that is is false advertising and this place is a scam. It was disappointing to be told I would have to pay $900 for medication on top of the subscription fee with no effort to fight with my insurance for coverage.Business response
09/18/2024
Hi there,
I'm sorry to hear this was your experience with us. We have refunded you to the full amount. Please contact ****************************** for further assistance.
*****Initial Complaint
09/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Went through website to set up account and get generic semaglutide injections. Paid the $99 membership fee, which said it would be the intro fee and then $149 every month for injections. This was on the premise that it was for a subscription to the generic medication. Asked for my medical insurance information on the next page, only to find out after entering it that the fee was not for the medication itself but for their consultation fees and that the medication would be over $200 monthly on top of the fees. Plus, the insurance information would only be used if I selected the branded ones, not if I chose the generic. Do not like the bait and switch as well as advertising that insurance may cover when you only allow for it to cover what is most likely out of stock.Business response
09/09/2024
Hi there,
The Body program is $99 for the first month and includes a provider consultation, blood test and health assessment, ***** ************ (if appropriate), and insurance concierge.You will be billed $145 each month thereafter for ongoing care and support and unlimited messaging with your provider, convenient refills, ongoing insurance support, and health coaching for support and motivation. You can read about our pricing here: ******************************************************. It does not include the cost of medication. I see we issued you a full refund on 9/5/2024. Please reach out to ****************************** for any additional questions,
*****
Customer response
09/10/2024
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
09/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
These people took my money then told me to contact my primary care doctor and that they wouldnt help me. Ive sent message after message asking for my money to be returned. Never got a response. These people are nothing more than thieves.Business response
09/10/2024
Hey there,
I can see that we issued a full refund to you. Please contact ****************************** if you have any additional questions,
*****
Initial Complaint
08/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I paid $99.00 USD fee to Ro on May 17, 2024 and the provider sent an incorrect and incomplete prescription to my pharmacy. I was in desperate need of this medication given that I had an unhealthy 37.6 BMI due to long term ********** use and needed assistance as that BMI was causing me additional health issues. This medication is very difficult to get and in low stock, and I did not receive any assistance despite contacting the business multiple times. I ended up having to pay again for going to another provider who was able to help quickly. Ro has been unreasonable throughout the process and denied my credit card chargeback although I didnt get the service I paid for and desperately needed. This is one of the worst customer experiences I have had in my entire life, especially when healthcare is costly and limited.Business response
08/28/2024
Hi there,
I'm sorry to hear that had a frustrating experience with us. I apologize for the error on our end with sending your prescription to the pharmacy without the *** 10 code. We would be more than happy to refund you for the membership fee but are unable to since you have an open dispute with your payment company. Please email ****************************** if you wish to close to dispute and be refunded through us.
*****
Customer response
08/30/2024
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:I have still not heard back from the business despite doing as they requested to close the payment dispute on my end via my bank. I have received written confirmation from my bank that the dispute has been closed, but the business Ro still refuses to respond on the promised refund.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********* ***
Business response
09/09/2024
Hi there,
I can see that we have accepted your request for a refund. Please contact ****************************** if you have any additional questions,
*****
Initial Complaint
08/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On August 20, 2024, I signed up with RO in effort to obtain a prescription for weight loss. I paid the ***** subscription fee and after reviewing more carefully the program I wanted to cancel my subscription. The website claims how easy it is to cancel however once I was approved for treatment, I followed the instructions and clicked on cancel subscription. It showed my status as being active so when I went back to repeat what I just did seconds ago to cancel was brought to the same page however now there is no button to click on to cancel my subscription. I want to cancel my subscription and there is no way of doing so, no phone number to contact and only online emails to send. I do not want to be charged further and need help please!Customer response
08/21/2024
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
08/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up for RO under the guise that I would not be charged the $99 fee for medication for my first month until I was approved by a provider. According to the website I would receive communication within 1-2 weeks and if approved I would be charged the $99 and then the medication would be $145 per month there after. They charged my card immediately and are now saying the advertised $145 monthly fee is a subscription fee and the medication is an additional $299. There is no small print on their ads disclosing this and you do not find out until you question charges to your card.Business response
08/20/2024
Hi there,
The $99 includes a provider consultation, blood test and health assessment, GLP-1 prescription (if appropriate), and insurance concierge.You will be billed $145 each month thereafter for ongoing care and support and unlimited messaging with your provider, convenient refills, ongoing insurance support, and health coaching for support and motivation. It does not include the cost of medication. You can learn more about our pricing at ******************************************************.
Customer response
08/21/2024
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]
The business didn't address the fact that they charged my card prior to me even "being approved" after claiming you are not charged until then. they use deceptive advertising claiming you will receive prescriptions monthly for $145. That is a membership fee. They do not disclose the addition 300 per month until after charging you. I want a refund
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business response
08/26/2024
Hi there,
We have refunded you the $99 fee which is includes a provider consultation, blood test and health assessment, GLP-1 prescription (if appropriate), and insurance concierge. Our pricing is outlined on our website here on this page: ******************************************************.
Please contact us at ****************************** for additional questions.
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Customer Complaints Summary
123 total complaints in the last 3 years.
85 complaints closed in the last 12 months.