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:05/01/2025

  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.

  Mochi has been charging my credit card unnoticed $79 per month for 21 months ($1,659) without my family member ever using their service and never ordering any products. My complaint is that they do not respond to my email inquiries, and their own telephone system announces that wait/hold times are around an hour and half. They don't offer any telephone system option for Billing Issues. I would like to discuss these charges with Mochi and receive a reasonable refund.

  Business Response

  Date: 05/09/2025

  *****, I apologize for the long delay in looking into this issue. I am having our internal team members look into this immediately. Please feel free to reach out to ************************************* so we can follow up.

  Customer Answer

  Date: 05/09/2025

  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/30/2025

  Type:Order 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 April 14, 2025, I paid Mochi ****** for weight loss medication. They had me wait 5 days for a provider interview and then told me I had to pay an additional ******* per month for the medicine. The website is set up for you to believe you are ordering the medicine for 200 per month but then, they informed me that the subscription can range from ****** per month and that does not include the medicine, They took a lot of information from me and refuse to refund my money. There is a lot of mis-information on the website and I want a refund. I get notices saying I will receive my medication shortly but it was not approved via pharmacy. So, it is very confusing and misleading. Also, Larianne C from customer service said I had 24 hours to request my money, but they gave me a **** appointment 5 days after I paid the ******. I want a refund.

  Business Response

  Date: 05/09/2025

  I apologize for any previous poor experiences with Mochi. It looks like you submitted a refill request yesterday, which is great! We look forward to continuing to provide you with the medication you need. 

  Customer Answer

  Date: 05/09/2025

  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. Although,  their communication for "all fees" were not presented initially, I invested money into the subscription and Mochi has the most affordable subscription at this time  and I decided to  go with it. I hope there is improved communication in the future.

  Sincerely,
  ******** *******

• Initial Complaint

  Date:04/30/2025

  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.

  Mochi Health is robbing customers. March 29, 2025 and April 29, 2025 I have requested refunds due to not delivering the Compound Rx medications I order over a month ago March 29, 2025 billed $199.00. Now they are billing me again on April 29, 2025 $199.00 for Compound medication refill I do not want. Mochi Health Team that handle disputes and refund issues have not responded back to any of my messages.

  Business Response

  Date: 05/09/2025

  I apologize for the poor experience you had with Mochi Health. We have refunded you for the March medication you ordered but never received.

  Customer Answer

  Date: 05/09/2025

  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:04/28/2025

  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.

  I was charged $99 for my medication refill that was due to be shipped in March. It has never been received. Minimal communication has been had due to multiple ignored portal messages, and hours spent waiting on hold when trying to contact Mochi via telephone. My prescription was delayed due to Mochi's pharmacy ******* being shut down, and I was informed it was moved to Empower but that they could not provide me any detail. The majority of the communication from Mochi has been stock/standard messaging they are sending to all customers. I was again notified that my prescription had been sent to a pharmacy and to keep an eye out for shipping info, which has never come. It has been approximately 5 weeks if not more since the refill was requested. On April 11, 2025 I was notified I could request my next refill, even though the March refill had not yet arrived. I did this, paid the $99 fee and received that medication without issue from another pharmacy, *******. I still have not received the March medication that was paid for. I also attempted to contact Mochi to downgrade my membership as I did not want to pay for another 3 months on April 20 but received no response. At the time I was willing to pay for one month membership fee of $79 to keep my account active. However, due to no response, and the system not allowing me to change it myself, I removed my credit card from the system and now have been locked out and cannot see any messages or payment history. I also have an unread message in my portal that I cannot access. There seems to be NO way to contact Mochi to remedy this. I need my medication shipped or a refund.

  Business Response

  Date: 05/07/2025

  Hi ******,
  
  We hope this finds you well. We sincerely apologize for the overall experience we've provided. Due to recent pharmacy changes, we are experiencing record high volumes, and our teams are working around the clock to support our patients as quickly as possible.
  
  After reviewing your account, we have issued a full refund of $99 for the March order that you never received. Please allow 3-5 business days for processing and note that this timeline may vary based on your bank's processing schedule. We're so sorry for the inconvenience and hope to have a chance to support your journey once more.
  
  Best regards,
  The Mochi Team

  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/28/2025

  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.

  Mochi Health is defrauding its customers. I purchased a subscription on April 12 and quickly realized that one of their health care providers would not be able to see months when I went to select an appointment on their calendar. Because I couldnt schedule an appointment, I couldnt access the patient portal at all. I went to social media and saw that hundreds of customers were not able to get their medication from the company. I immediately tried to contact their customer service and waited on hold for three hours (no one ever answered). I tried to contact customer service several times over the next two weeks and it was the same day wait time. In addition, I tried to contact them via Instagram and TikTok (no ***lies). Last week, it was announced that Mochi Health was being sued by a pharmaceutical company. I finally got through today to cancel this subscription that I wasnt able to use and the *** said I couldnt get a refund because it wasnt within 24 hours. I absolutely tried to make contact within the first hour and Mochi Health is pocketing subscription fees without providing a service.

  Business Response

  Date: 05/07/2025

  Becca,

  Hope this finds you well. We sincerely apologize for your recent experience with Mochi. After reviewing your account, we can confirm that you've disputed the following charge:
  Apr 12, 2025 Membership $79.00
  
  Our team is working with your bank on a resolution of your disputed charge, and you will be notified when this is resolved. Thank you for your patience with this matter.

  Best regards,
  The Mochi Team

  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. I do believe this business has some very shady practices and there is very little regulatory oversight. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/27/2025

  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 joined Michi Health on March 27 , 2025. I purchased GLP1 meds for 99 dollars (this was meant to be a monthly charge) and it was sent to pharmacy on April 2. I still havent received my medication as of today, April 27. I was due to be charged another 99 dollars today but deleted my credit card information off the site so I wouldnt be out another 99 dollars. In April 18th I emailed them a request for cancellation and a refund of the 99 dollars. I did not get a response from them. In April 21st, I received a tracking number for my medication so I sent an email requesting they not cancel, as I thought I was now on schedule to receive my medication. Still, I had not received any response from them either way. I tracked my package which was actually not my package as it ended up in ******** and Im in **. I called EMPOWER pharmacy, which is one of the pharmacys Mochi uses. The wait on the phone was an hour and a half. I was told in fact the package was not for me and they apologized for mixup. They also said they could not promise me when they could process my Rx but they would do thier best. I tried to call mochi through this whole process but am unable to wait three hours (thier estimate, not mine) to get through to someone. So I wrote another email to them on April 25th AND messaged them through the portal and have not received a responses from them. I hesitated to remove my credit card because I want a refund for the 99 dollars but also didnt want to be charged another 99 dollars for medication I have not received. I have had no communication with them and waiting times to get through are unreasonably and ridiculously high- 3 hours to get through is simply unacceptable. I would just like my 99 dollars back. I have cancelled my membership through the portal - still no response.

  Business Response

  Date: 05/06/2025

  Hi *****,
  
  We hope this finds you well. We sincerely apologize for the overall experience we've provided. Due to recent pharmacy changes, we are experiencing record high volumes, and our teams are working around the clock to support our patients as quickly as possible.
  
  After reviewing your account, we can confirm that your order was delivered to you in *********, ** on May 1, 2025 using your tracking number: 1ZE3V576NY95248468. Please let us know if there's anything we can assist you with at this time.
  
  Best regards,
  The Mochi Team

  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/27/2025

  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.

  So I placed a refill order for my medicine and paid the $199 cost on April 4th. It's now April 27th and I haven't received my order yet and have been unable to contact them. I have submitted multiple emails and tried to call over 50 times for an update. Every time I call them I get put on hold for over 3 hours and then the system hangs up my call without me ever getting a hold of anyone and I never receive any responses to any of my messages to them. At this point I just want a refund, because of the lack of communication, lack of service, no products received and the false advertising claims they made. They claimed that I would receive my medicine within 14 business days from when I placed the order. I haven't had any medication in over 2 months now and have not been able to get this handled at all, and not for lack of trying. I'm going to switch over to a different provider because this company is unable to provide the services they claim they offer.

  Business Response

  Date: 05/06/2025

  Hi *******,
  
  We hope this finds you well. We sincerely apologize for the overall experience we've provided. Due to recent pharmacy changes, we are experiencing record high volumes, and our teams are working around the clock to support our patients as quickly as possible.
  
  After reviewing your account, we can confirm that your April order was delivered to you on May 1, 2025. Please let us know if there's anything we can assist you with at this time.
  
  Best regards,
  The Mochi Team

  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/23/2025

  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 was a patient through an online business called Mochi Health, I was using it with guidance from a nurse practitioner, which was part of the plan. The practitioner was fantastic, I have absolutely no issues with her follow through and advice. The problem is, Mochi Health has taken my money and has not sent my prescription. I have reached out to the healthcare provider three times, and she has responded each time telling me they are backlogged. I have been a patient for over a year, and this is never happened before. I have reached out via telephone, and messaging through their app and they will not respond. I find this to be very unprofessional and dangerous as people are taking this medication to obtain better health and lifestyle by weight management. I think thank you for your time, and should you have any questions, please contact me.

  Business Response

  Date: 05/02/2025

  ****,
  
  We hope this finds you well. We sincerely apologize for the overall experience we've provided. Due to recent pharmacy changes, we are experiencing record high volumes, and our teams are working around the clock to support our patients as quickly as possible.
  
  After reviewing your account, we can confirm that your medication was delivered to you on May 2, 2025. A refund will not be possible at this time. Thank you for your patience and understanding, and we look forward to providing you a more seamless experience moving forward.
  
  Best regards,
  The Mochi Team

• Initial Complaint

  Date:04/23/2025

  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 ordered medication on 04/01/2025. I have called and sent multiple messages via the patient portal and yet no response. I was charged $199 and havent received the product nor will the company answer the phone or return messages.

  Business Response

  Date: 05/02/2025

  Hi Martecia,
  
  We hope this finds you well. We sincerely apologize for the overall experience we've provided. Due to recent pharmacy changes, we are experiencing record high volumes, and our teams are working around the clock to support our patients as quickly as possible.
  
  After reviewing your account, we can confirm that your order was delivered to you on April 19, 2025. Thank you for your patience, and we look forward to providing you a more seamless and supportive care experience moving forward.
  
  Best regards,
  The Mochi Team

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23239418
  
  I am rejecting this response because: I have yet to receive medication. I have called multiple times and sent messages on the Mochi portal but can never get a response on the phone or via message. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 05/09/2025

  I apologize for the delay in delivery of your medication. Your medication was shipped by our partner pharmacy, ********, and was delivered on April 19th at 9:24am. You can verify the tracking detail using this ***** tracking number: 287677678568.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23239418
  
  I am rejecting this response because: i have stated multiple times I did not receive the medication. *** ex says it was delivered and reroutes me to Mochi where I cannot get a response. The proof of tracking doesnt show my apartment door or even apartment number. Please re issue medication to correct address on file or refund money. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:04/22/2025

  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.

  I got caught up in the Aequita pharmacy fiasco! My prescription was started on Feb27th then arrived at ******* March 8th not filled by 11th so thus never filled but paid for (159). Spent over 22 hours on the phone and 50 calls to try to get resolved. Mochi sent 8 prescriptions to Empower to which providers were not authorized by Empower so again nothing filled so Mochi even canceled out all the prescriptions in my file by all those providers bc they said too many in there well red flag there huh as I had never seen these providers but they are umbrella under Mochi. We'll I requested a correct dose and again it charged me 199 for that prescription to even be sent in when still waiting on the other Feb and March doses. I was told when I finally talked to someone two days after the $79 refund they gave even out to everyone except me it seems they would refund the $79 and the $199. I did get the $79 but not my $199. I have s tried MANY MESSAGES AND CALLS and get NO ANSWERS in over 2 weeks now! This is crazy as to add more i just read online that my PHARMACY HAS YET BEEN CHANGED AGAIN TO RED ROCK!!! What in the world!!! I just want my refund I was promised!

  Business Response

  Date: 05/02/2025

  Hi *****,
  
  We hope this finds you well. We sincerely apologize for the overall experience we've provided. Due to recent pharmacy changes, we are experiencing record high volumes, and our teams are working around the clock to support our patients as quickly as possible.
  
  After reviewing your account, we can confirm that the $79 credit we issued our patients for the delay has been refunded. As for your medication, your February order was delivered on March 21, 2025; your April order was delivered on April 10, 2025; your May order is currently being dispensed and will be shipped to you very soon. Thank you for your patience and we hope to provide a more timely and seamless care experience moving forward.

  Best regards,
  The Mochi Team