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: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:04/22/2025

  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.

  I signed up for a Mochi subscription on March 3, 2025, & paid for my first prescription on March 10. On April 2, I received an email stating they were having fulfillment issues, but everything was under control, so I requested my refill on April 3, & my card was charged on April 4. I noticed that the ingredients in my RX changed so I sent a message to my provider thru the Mochi website but never received a response. I took my last dose of my initial prescription on April 7 & when I checked the Mochi website it showed that my refill was not yet approved. I reached out to my provider again to see what the holdup was & still received no response. On April 14, I checked my Mochi profile & saw that my refill was STILL not approved. I decided to cancel my subscription. I called Mochi that day, & after waiting 3 hours, spoke to a **** The *** informed me that my refill WAS approved even though I was logged into my profile during the call & could see that it wasnt. I asked her to cancel my subscription & refund my $199. She stated that she would do both & it would take 3-5 days for my refund to process. 2-3 days later, when I saw that my account was still active, I manually cancelled my subscription YET AGAIN & removed all my payment info. After not seeing my refund hit my account, I contacted ********************** again on April 22 & waited on hold for an hour. The *** informed me that my refill had been shipped on April 18, even though I spoke to a *** on April 14 who was supposed to cancel my subscription & refund my $199. She stated that someone from the **************** (?) would need to speak to me since the refill was already shipped, but after waiting several minutes she told me that no one was available, & they would need to call me back. I waited all day with no callback. I do not understand how I cancelled my subscription but still am liable for a prescription that was shipped AFTER the cancellation. I would like a refund of my $199 and I WILL be refusing the refill delivery.

  Customer Answer

  Date: 05/07/2025

  I wanted to request that my complaint be closed. I never did hear back on my BBB complaint, however I was able to contact Mochi again, and a full refund of my $199 posted to my account today. 

• Initial Complaint

  Date:04/22/2025

  Type:Delivery 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 purchased a 6 month subscription on 10/22/24. I received my delivery on time every month until March, when I was charged on 03/31/25. As of 04/22/25 I have still not received my delivery. I have sent 3 messages and received no **************, 04/22/25, I received a notification that my upcoming appointment has been cancelled, as well as a notification that my membership has been cancelled. I can no longer login to my account on the website. I did not ask for my membership to be cancelled and I am still waiting to receive my medication that I have paid for.

  Business Response

  Date: 05/02/2025

  ******,

  Thank you for reaching out. After reviewing your account, we can confirm that your order was delivered on April 28, 2025. We can additionally clarify that your membership renewal for the amount of $320.00 (after the automatically applied credit of $79 we issued our patients for the delay) failed due to insufficient funds on April 22, 2025, which caused your loss of access to our portal. Please feel free to repurchase our membership to regain access and continue your care with us. We sincerely apologize for your recent experience and look forward to providing a more seamless and supportive care moving forward.

  Best regards,

  The Mochi Team

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

• Initial Complaint

  Date:04/22/2025

  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.

  I have been a customer for one year and everything was fine until they had issues with their pharmacy. I was charged my normal fee of $199 for tirzepatide and $79 for the monthly fee on March 3rd and March 5th. My prescription was sent to the pharmacy March 12th and it is now April 22nd I have still have not received my medication. I messaged the portal on March 26th about the status of my order and I never received a message back. I was able to cancel my automatic payment on March 30th with the help of a representative. However, I messaged again on April 12th about the status of my order and again, I was ignored. I understand that they have changed pharmacies and had to update their computer system. However, not responding to inquiries or being preemptive and reaching out to customers that have waited for 6 weeks is unacceptable. I am requesting a refund of my $79 membership fee from March and $199 fee for my March prescription since it has been 6 weeks without receiving my medication or any communication from the company about the status of my order.

  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 order was delivered to you on April 24, 2025. A refund for neither the membership or the medication charges from March will be possible at this time. Thank you for your understanding, and we look forward to resuming our seamless care service very soon.

  Best regards,
  The Mochi Team

  Customer Answer

  Date: 05/03/2025

  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:04/22/2025

  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 paid for 1 months of medication on March 31, 2025 for my April 2025 refill. As of today, I have sent several inquiries with no response from ANYONE. The messages I sent have all been erased because they opened a new portal for me. I've since sent 2 more inquiries with again, no response. Since I joined in December and until March, this worked well by messaging in the Mochi App. Since then, there has been a lot of turmoil with this company. I requested my refill when the Mochi app told me it was time to request it. That message was sent on March 31st. On April 2, the portal said that my medication was sent to pharmacy. Before then, whenever it was posted that a prescription was sent to the pharmacy, I would receive my order within 5 days. I had also received an email from Mochi that I would be receiving a $79 membership credit for 3/31 but I have yet to see that credit. Since that time, they have failed to respond to any messages requesting an update on the status.

  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 your order was delivered to you on April 25, 2025. Additionally, the $79 credit we issued our active patients for the delay has automatically applied to your most recent membership renewal on April 30, 2025. Thank you for your understanding during this time, and we look forward to providing a more seamless and supportive care experience moving forward.
  
  Best regards,
  The Mochi Team

  Customer Answer

  Date: 05/06/2025

  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:04/22/2025

  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.

  Hello,I have previously used Mochi health this past year for *********** prescription. And have had no issues until now. I believe there may be a pharmacy/provider issue recently. However, I placed an order on march 28 for 297$. The order still states pending and we have no yet received it. I have contacted them myself via phone and customer message multiple times with no response. Thank you.

  Business Response

  Date: 05/01/2025

  ******,
  
  We hope this finds you well. We sincerely apologize for the overall experience we've provided recently. Due to 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 confirmed that your order placed on March 28, 2025 was denied by your provider, and a full refund of $297.00 has been issued. Please allow 3-5 business days for processing and note that this timeline may vary based on your bank's processing schedule. We have additionally reached out to you through the portal regarding a refill, so please feel free to connect with us there to continue your care. We are so sorry for the misunderstanding and appreciate your kindness and patience despite it.

  Best regards,
  The Mochi Team

• Initial Complaint

  Date:04/22/2025

  Type:Delivery 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 ordered a refill of my meds 3/28. On 4/2 it was sent to the pharmacy. On 4/11 I got another message it was sent to the pharmacy I was assured I wasnt being pushed back into the queue. I called 4/21 for an update on my March refill, just to be surprised that my refill was only sent 4/20. *** told me there is no timeline on when I will receive my 3/28 refill, but I can submit a new refill and it will be processed quickly. Makes zero sense, but I did request another refill 4/21. Waited on hold for an hour with no help from the **** I just want what I paid for. Mochi **** are not helpful, the support group on ******** is not helpful, as the admins only approve posts that make the company look good. I understand things happen, and I have been one of the patient ones. However this is absolutely insane.

  Business Response

  Date: 05/01/2025

  Hi Jaina, 
  
  We sincerely apologize for the delays in receiving your medication and not doing a better job communicating and providing better customer support. Due to recent changes in our pharmacy operations, were currently experiencing logistical challenges and an unprecedented volume of customer service inquiries. Please know that our teams are working around the clock to support our patients and expedite all shipments.
  
  After reviewing your account, we can confirm that based on the tracking numbers within your account, your following orders;
  March 28th Tirzepatide order was delivered on Friday, April 25th. [UPS 1ZE3V576NY98205070]
  April 21st Tirzepatide order will be shipped by ***** through ****************, awaiting updated shipment details [Fedex 288176293460] 
  
  Please let us know if there is anything else we can assist you with. 
  
  Best regards,
  The Mochi Team 
  
  

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