Customer ReviewsforMochi Health

Complaint Against Mochi for Unauthorized Charge and Refusal to Refund I am filing this complaint regarding an issue I have experienced with Mochi concerning an unauthorized charge for compounding medication that I did not want or authorize.On August 20th 2024, I communicated with my healthcare provider through the Mochi platform and clearly stated that I would like to switch to a brand-name medication and go through my insurance instead of continuing with the compounding medication. Despite this communication, Mochi proceeded to charge my account for the compounding medication, which I explicitly did not authorize.I have contacted Mochi customer service multiple times, requesting a refund for the unauthorized charge. However, Mochi has refused to provide a refund, stating that the medication has already been sent. I believe this is an unfair business practice, as I had made my intentions clear before the transaction was processed.I am requesting a full refund of the amount charged for the compounding medication, as I did not authorize this transaction and did not want the medication. I have documentation of my communication with the provider and with Mochi customer service, which I am willing to provide upon request.Desired Resolution:I am seeking a full refund of for the unauthorized charge. I would also like Mochi to review their customer service practices to ensure that customers are not charged for products or services they have not requested or authorized.Thank you for your attention to this matter. I hope to resolve this issue promptly and fairly.Sincerely, ******* *.

Thank you for your feedback. It seems there may be some confusion, as our records indicate you did not authorize the prior authorization process for GLP-1 medications. However, your review also mentions wanting to switch to a brand-name medication and use your insurance instead of continuing with the compounding medication. Please note that a $100 coupon was applied to this medication as well. Unfortunately, due to health regulations, our pharmacies are unable to accept returned medication. We apologize for any misunderstanding and are here to assist with any further questions or concerns you may have.Best regards,Mochi Health Team

I used Mochi for 2 months. The first week went ok, I started off on 5mg of Tirzepetide and had minimal side effects but did experience appetite supression and the cravings/food noise went away. I did not lose any weight though. I was bumped up to 7.5 for the following month and absolutely nothing accross the board, no symptoms, no results, no appetite supression. I evem changed injection locations and felt absolutely nothing. I then find out from an online forum that the pharmacy where the medication has been coming from is no longer being used by Mochi. So I contacted Mochi to verify and sure enough it was true, so they failed to inform all patients about it. I also found out that there were MANY MANY MANY complaints about the same issue with the same pharmacy and patients having ZERO results or side effects or supression. I strongly believe I was not sent the medication I was supposed to be getting, whether it was diluted or even just water. I ended up cancelling my membership becasue I was due to be charged and then called Mochi after doing morr research about the pharmacy and other patients issues and I expressed my concerns. I asked if there was anything they could do and they said no. I asked if I could recieve some type of credit so I can try them for an additional month since the medication would be coming from a new pharmacy and they said no. They have no problem offering $100 off for new patients or coupon codes for referrals but would not do anything to retain a patient who felt scammed.

Dear ***, Thank you for reaching out to us. Im truly sorry to hear about your experience and the issues youve encountered with the medication. We understand how disappointing it must be not to see the results you were expecting.We want to assure you that we follow strict protocols with our pharmacies to ensure high-quality medications and service. We have made significant changes to our pharmacy partners to maintain these standards.Our retention team also made an effort to contact you on July 25 to resolve these issues before your subscription was canceled, but unfortunately, we were unable to connect with you at that time. I apologize for any inconvenience this may have caused.We appreciate your feedback and are committed to addressing your concerns. If you have any further questions or need additional support, please contact us directly by phone at ************.We wish you the best on your health and wellness journey.Best regards,Mochi Health Team

STAY AWAY FROM MOCHI! Was immediately charged for telehealth and the cost of medication - after a month of waiting the medication never shipped despite having been charged for it! HORRIBLE customer service and zero accountability. Do not use this company.

Dear ******, Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience and frustration you've experienced.Service and Charges: You signed up for a Mochi Health subscription on June 30, 2024, and completed your telehealth visit with our provider on July 2, 2024. On the same day, your medication was sent to the pharmacy for processing.Medication Delivery: We understand there were delays in the shipment of your medication. To address this, we processed a $100 refund to your account as a gesture of goodwill and acknowledgment of the inconvenience caused.Cancellation and Refund: Our records indicate that you called on July 26, 2024, to cancel your subscription because you had decided to use a different company. Your subscription was set to cancel immediately upon your request.Customer Service and Accountability: We regret that your experience with our customer service did not meet your expectations. We strive to provide excellent service and take full accountability for any shortcomings. We are continuously working to improve our processes and ensure better service for all our patients.We apologize for any inconvenience this situation has caused. If there are any further questions or concerns, please do not hesitate to reach out to us directly at ************. We are here to assist you.Thank you for your understanding and patience.Best regards,Mochi Health Team

I have been with mochi for 6 months. No customer service issues or issues with the medication.

Thank you so much for sharing your experience! Were thrilled to hear that youve had a positive experience with both our customer service and medication. Your satisfaction is our top priority, and its wonderful to know that everything has been running smoothly for you.If you ever have any questions or need assistance in the future, please dont hesitate to reach out.We wish you all the best on your health and wellness journey!

I am a doctor as well as patient and the unethical practice of this company should be looked into by accreditation boards

Hi Arti. Thanks for reaching out. We're sorry to hear you feel our practices are unethical, but would like to provide some clarification on your recent interactions with Mochi. We had the chance to review your file and interactions, and saw that you had a bit of a back and forth situation regarding a recent refill. There were a few things that happened around the time you requested this refill that should be clarified. You are required to meet with your provider every 90 days to continue receiving refills - when our Care Team informed you of this and also that your account was inactive due to a declined payment and that your account must be brought current in order for us to setup that visit, we have on file several instances of you ending the call before the conversation or scheduling of that visit was complete. If you do not have an active subscription and therefore cannot meet with a provider, we cannot allow for a prescription to be sent through. There is no record of you requesting a refund for that medication payment made and confirmed cancelation of your subscription, so our team assumed you would be bringing your account current so we could proceed with that refill for you. On several occasions you requested a coupon be applied that you did not qualify for - the current $100 off first month's medication is only applicable to new patients or an existing patient that has never before paid for compounded medication with Mochi. We cannot apply that to a patient who has been with us for several months, paying for compounded medication, as such a patient wouldn't qualify for the promotion. We have refunded your June payment of $79, as you did not receive services for that month. At this time, you have brought your subscription current, met with your provider, and your medication has been sent to the pharmacy as of 7/19. Your medication subscription shows as canceling within the next week. Continuity of care is important to Mochi, but we understand keeping up with monthly subscriptions doesn't work for everyone. Regardless of your plans moving forward, we wish you all the best on your heath ********

I signed up but had to cancel due to my doctor not recommending I use the medication. I asked for the initial fee to be refunded but they refused, never used them for anything. **

Hi *****. Thanks for reaching out. Mochi has not received any communication from you asking for a refund. Since you never met with the Mochi provider, you are eligible for a refund. Our Care Team would have informed you of that as well if you were to have called or messaged inquiring about a refund. We have processed your refund of the initial payment in the amount of $39 - those funds should reach you in 3-5 business days. We wish you all the best on your health journey.

Buyer beware!!!I signed up for mochi, knowing good and well that the $79 did not cover the medication. It took forever to schedule my appointment which was my first red flag. I was told during the meeting that they would contact my insurance to see what was covered. A few weeks went by and I heard nothing them nor my insurance company. I contacted my insurance company to see about the prior authorization or denial, and they told me that no one had reached out to them. I then called Mochi and finally, they contacted my insurance and called in the medication for me at the pharmacy. The medication wasnt covered and was over $1000. The point of Mochi is to give you a more affordable option if its not covered, so I dont know why that wasnt offered to me. I had to schedule yet ANOTHER appointment to get the compound which was weeks out, which would charge me another month. Ive now called several times to be refunded. The second time I called, the person told me they would personally call me and let me know the details of the refund, but never did. I called again today and was told to check the portal for messages, but I cant even sign into the portal anymore because I no longer have an account. According to this person I spoke with, refunds are automatically denied by a system if you have met with the provider, regardless of whether you received any other service or not. No dietitian, no counseling or help, nothing but a 5 minute telehealth with somebody about allergies. Mochi is one of many of these services and is by far the worst. There are plenty other programs that will help you in the timely manner and not treat you like a number. Use a different company.

Hi Autumn! We're sorry to hear about you did not enjoy your experience. We'd love to provide some clarification on a few of the points you've made:?- Provider availability depends on the state you are in. Since our providers are employed by Mochi (not outsourced) and you are met on a video visit, there can sometimes be a wait up to a week to meet your provider for the initial visit. You were able to get an appointment about 5 and a 1/2 days after signup which is right within that window! - Your Mochi provider notified our Prior Authorization (PA) team the same day as your appointment that you were interested in submitting PAs. Those PAs were submitted that same day. We notified you 6 days later about the determinations your insurance company had made on the PAs submitted - insurance companies can take up to 30 days to make this decision so we were running ahead of schedule on this thankfully. Your insurance plan auto-denied Ozempic and ********, as they do not cover those medications for the purpose of weight loss. Your plan returned a "PA not needed or accepted" response for Wegovy and Zepbound which just means that they do not accept PAs for those medications/submitting a PA does not affect your coverage. At the bottom of this message letting you know all of your PA outcomes, we asked for you to let us know if you needed any further guidance on your next steps. We unfortunately never heard back from you. Were happy to provide you with the PA keys (basically a confirmation number) if you wanted those for your records. - You were told correctly. Services were provided by way of your provider thoroughly reviewing your intake history prior to your appointment, meeting with your provider to discuss options, as well as our Care Team processing your prior authorizations. I have refunded your initial $79 as a courtesy, but typically if services are provided you are not eligible for a refund. Hopefully this investigation into your claims and the information found was able to provide you with some clarification. We wish you all the best on your health journey!

I can really appreciate the honest review from ****************** on 4/26/24.This company in fact is currently advertising on social media (Instagram), what is noted to be the most popular plan $79 medication + nutrition Glad I've dodged a bullet not jumping into something that sounds too good to be true

Hi ***. Thanks for sharing your thoughts. As mentioned to the previous reviewer, we do not have any past or present advertisements that state the medication cost is included in the main health subscription. Under our FAQs on the main website, you can see the answer to "What does my Mochi subscription include?": We offer two different subscription plans for those that are eligible. They are the Nutrition and ********************** plans. Your Nutrition plan includes virtual visits with our dietitian. There will be no medication prescribed as part of this plan. Your ********************** plan will include virtual visits with a Mochi provider and dietitian as well as support from our administrative and prior authorization teams. The cost of the medication itself is not covered by this plan. Thanks again for sharing your thoughts. Our new and prospective patient support team is happy to answer an questions you may have.

Ive been with Mochi about six months. **************** was great to work with when I was first learning how the process worked. my doctors appointment what a smooth process so was my nutritional appointment. Ive gotten all my medicines on time with no problems. I would recommend Mochi.

We're so glad to hear you've had such a wonderful experience with Mochi & hope our service has made a lasting positive impact to your life!