customer
Pick up challenges
I love the concept of Rythm and the support team is awesome in their responsiveness. The issue I had this time was the Uber pick up. I scheduled it in the morning around 8:45 after completing my test. I got a window for pick-up from 9:00am to 5pm. When I checked with support to get a narrower window or to see if they had any more information, they unfortunately did not. They did offer to provide drop off locations. I finally had to leave around 3:00 and put the envelop outside. Not sure what time it was eventually picked up. By contrast, with my first test, the Uber came within 5 min which was incredible. To me one of the greatest values is the convenience and simplicity of the program. Consequently, being asked to sit at home and wait for the uber with no updates until the driver arrives just does not work. Perhaps you could provide a "charge" code for subscribers that would allow them to order the uber directly and then be able to track on their phones the status and/or coordinate with the driver. Or at least figure a way to send automated text messages with a much narrower window. Waiting for a driver to call once he arrives sometime within 8hrs is not something most subscribers will be willing to do. BTW-I am based in Denver where there are many Ubers. My 2 cents. Happy to discuss further
Response from Rythm HealthFeb 18, 2026
Thank you so much for taking the time to share your review. This most recent pickup was arranged through FedEx rather than Uber. FedEx requires a broader pickup window, which is why we weren’t able to narrow it further in real time, but leaving the package outside as you did is absolutely okay and within their guidelines. That said, you’re right that convenience is a big part of our service and we understand a large pickup window doesn’t feel great. Thank you again for the suggestion about giving customers more direct control over scheduling. If you’d be open to it, please reach out to our support team with your account details so we can review your specific pickup experience in more detail and make sure your next one goes more smoothly.




