Kilo Health

Key Points

• Rapid Growth: Kilo Health is a Lithuania-based digital health and wellness company, recognized as one of Europe’s fastest-growing companies, with over 5 million customers worldwide.

• Allegations of Unauthorized Charges: Multiple customer complaints highlight unauthorized charges and deceptive subscription practices, raising concerns about billing transparency.

• Mixed Customer Feedback: Positive reviews praise the effectiveness of Kilo Health’s programs, while negative reviews focus on billing issues and poor customer service.

• Regulatory Scrutiny: Reports of potential investigations by consumer protection agencies due to billing complaints.

• Operational Structure: Operates as a startup studio, launching and scaling digital health products, with a strong focus on innovation and flexibility.

• No Major Legal Actions Confirmed: No verified lawsuits or bankruptcy records, but customer complaints suggest potential for future legal risks.

Overview

Kilo Health, founded in 2013 and headquartered in Vilnius, Lithuania, is a digital health and wellness company that develops and markets health-focused apps and programs. It specializes in solutions for chronic disease management, mental wellness, weight management, and heart health. The company operates as a startup studio, launching over 30 digital health products and supporting entrepreneurs in the health tech space. With a workforce of over 500 employees across hubs in Lithuania, Latvia, and Ukraine, Kilo Health has grown without external investments, achieving a customer base exceeding 5 million globally. It was named the second-fastest-growing company in Europe in 2021 and 2022 by the Financial Times.

Allegations and Concerns

• Unauthorized Charges: Numerous customers report unauthorized charges through PayPal, often linked to subscriptions they claim they did not knowingly agree to. For example, one customer stated, “I did not authorize an autopsy with this company and got a notification of charge of 30.99.”

• Deceptive Subscription Practices: Complaints suggest Kilo Health may employ unclear subscription terms, leading to unexpected recurring charges. A reviewer noted, “Received a PayPal notification to say pre-approved payment taken. What pre-approved payment??? I didn’t pre approve or agree to any ongoing subscription.”

• Potential Regulatory Investigation: Some customers have threatened to report Kilo Health to the UK’s Competition and Markets Authority (CMA) for further investigation into billing practices, though no formal investigations are confirmed.

• Customer Service Issues: Negative reviews frequently mention difficulties in resolving billing disputes, with Kilo Health’s standard response directing customers to contact their support team at [email protected], which some find unhelpful.

Customer Feedback

Positive Feedback

• Customers praise Kilo Health’s programs for their practicality and effectiveness, particularly in diabetes management, weight loss, and mental wellness. One review stated, “My diabetes management has improved since using Kilo Health. The program offers practical advice that fits into my busy life.”

• Another user noted, “The heart health program gave me simple steps to improve my cholesterol levels,” highlighting the accessibility of the tools.

• The personalized and expert-backed guidance is frequently mentioned, with a reviewer saying, “Kilo Health provides immense value with personalized insights and expert backed guidance.”

Negative Feedback

• Negative reviews center on billing disputes and perceived deceptive practices. A customer complained, “I have never heard about this company before today when they tried to charge me for something that I haven’t bought or received – through my PayPal account.”

• Poor customer service experiences are common, with one user stating, “Didn’t receive any emails from them advising of this in advance. I will be reporting this to the CMA.”

• Some users express frustration with the usability of apps, with one noting, “Paid for this app and didn’t end up using it as I didn’t like it or find it useful.”

Risk Considerations

• Financial Risks: Unauthorized charges and subscription disputes could lead to chargebacks, damaging Kilo Health’s financial stability and merchant account status with payment processors like PayPal.

• Reputational Risks: Persistent negative reviews and allegations of deceptive practices harm Kilo Health’s brand, potentially reducing customer trust and market share in the competitive health tech industry.

• Legal Risks: While no lawsuits are currently confirmed, the volume of complaints about billing practices could attract regulatory scrutiny or class-action lawsuits, particularly if consumer protection agencies like the CMA investigate.

• Operational Risks: Rapid growth and a startup-heavy model may strain internal controls, leading to oversight in customer service and billing transparency.

Business Relations and Associations

• Internal Structure: Kilo Health operates as a startup studio, with departments like the Growth Lab for developing minimum viable products (MVPs) and a core team supporting over 30 brands.

• Partnerships: No specific corporate partnerships are detailed, but Kilo Health invests in and supports health tech entrepreneurs, providing operational and financial backing for new startups.

• Key Personnel: No individual executives are named in public records, but the company emphasizes a team of technology, development, and marketing experts.

• Global Reach: Operates hubs in Lithuania (Vilnius, Kaunas), Latvia, and Ukraine, indicating a regional focus with global customer outreach.

Legal and Financial Concerns

• Unpaid Debts/Bankruptcy: No records of unpaid debts or bankruptcy filings are reported, consistent with Kilo Health’s self-funded growth model.

• Regulatory Concerns: Potential investigations by consumer protection agencies are mentioned in customer reviews but remain unverified. The volume of complaints suggests a risk of future regulatory action.

• Financial Stability: Kilo Health’s rapid growth without external funding suggests financial resilience, but ongoing billing disputes could impact revenue if chargebacks increase.

Risk Assessment Table

Expert Opinion

Analysis

Kilo Health’s rapid growth and innovative startup studio model position it as a leader in the digital health sector, with a strong track record of launching effective health and wellness programs. Its ability to scale without external funding and attract a global customer base of over 5 million is commendable. However, the company faces significant challenges due to allegations of unauthorized charges and deceptive subscription practices, which have fueled negative customer feedback and threats of regulatory reporting. These issues suggest deficiencies in billing transparency and customer service, which could undermine Kilo Health’s reputation and financial stability if not addressed.

Pros

• Innovative business model with a focus on health tech startups.

• Strong market presence with over 5 million customers and recognition as a fast-growing company.

• Effective programs for chronic disease management and wellness, as evidenced by positive reviews.

Cons

• Persistent complaints about unauthorized charges and unclear subscription terms.

• Poor customer service response to billing disputes, exacerbating reputational damage.

• Potential for regulatory scrutiny, which could lead to financial and legal consequences.

Cautionary Advice

Consumers considering Kilo Health’s services should exercise caution when signing up for subscriptions, carefully reviewing terms and monitoring payment accounts for unexpected charges. Businesses or investors evaluating partnerships with Kilo Health should conduct due diligence on its billing practices and customer service processes to assess potential risks. Kilo Health must prioritize transparency in subscription models and improve customer support to mitigate reputational and legal risks. Implementing clear opt-in processes and proactive communication about charges could help rebuild trust.

Key Citations

• Kilo Health Official Website: kilo.health

• Kilo Health Careers Page: kilo.health

• Trustpilot Reviews (Kilo Health)

• Financial Times (Fastest-Growing Companies in Europe)