Business Profile
Health Care
Mochi HealthThis business is NOT BBB Accredited.
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This business has 1 alert
Complaints
Customer Complaints Summary
- 1,205 total complaints in the last 3 years.
- 1,136 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/03/2025
Type:Product IssuesStatus: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 thought I wanted to subscribe but did not complete the process after realizing that this was likely a scam and it was far too expensive for what they were promising. I then IMMEDIATELY sent a cancel email and then followed up a few weeks later with a request for confirmation of the cancellation. I never received a response. Today I found that they have charged me twice for no product, no service, and they refuse to issue a refund when I call. Their billing department contact just barely speaks English, and she hung up on me twice. This service is a complete fraud and a scam. I just want my money back and this stupid subscription cancelled but they refuse to do anything even when they confirmed that nothing has been delivered. I paid for products and services that were never received, so this is indeed a fraudulent business.Business Response
Date: 11/05/2025
We apologize for the delay in refunding. After reviewing your account we have fully refunded your requested amount.Initial Complaint
Date:10/31/2025
Type:Product IssuesStatus: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.
After hearing ****** reviews about this company, I switched from **** to them. This was a terrible mistake. I was ghosted twice by two different providers and had yet to talk to a doctor to actually use this subscription. **************** only had canned responses and were not helpful. They agreed to cancel my subscription but were not able to refund my money because of a 72 hour rule. How was I supposed to know that two different care providers (who I believe arent even real) wouldnt show up to the appointments!?This is extremely fraudulent and sad as I took money that I dont have the privilege of just spending on anything and used it on this service to get nothing in return. Dont use this service, they are not helpful and will take your money.Business Response
Date: 11/05/2025
Mochi admin here! I'm sorry to hear about your experience. After reviewing your account we have refunded you the full amount of 159.Customer Answer
Date: 11/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:10/30/2025
Type:Service or Repair IssuesStatus: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.
Mochi health customer service said $99 a month for ***********, first month $20 off. So now I paid my first month of $79 and spoke with the doctor and nothing. Now they tell me that was the subscription cost. Never heard that before. It was supposed to be $79 then $99 every month after. They totally mislead customersBusiness Response
Date: 10/30/2025
This is not true unfortunately. Our services are very clear. 79 a month for a subscription and then either 99 for *********** or 199 for tirzepatide for every refill. This is our standard policy so we cannot offer refunds for this.Initial Complaint
Date:10/27/2025
Type:Product IssuesStatus: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 10/13/2025 I signed up for a subscription with Mochi Health for the initial charge of $79.00 - after enrolling I selected a Telehealth appointment date of 10/29/2025 @10:30 a.m. Unfortunately, on Fri 10/24/2025 I was laid off & am no longer employed. First thing Monday morning (10/27/2025) I called Mochi Health & spoke with Cust Svc **** Miley & requested that my appointment for 10/29 be cancelled due to the unforeseen circumstances of losing employment. I asked the ******** *** if a refund was possible to which she responded that the company only allows 24 hours for a refund, and she could not request one. I went on to explain that while I understand their policy there are certain situations such as mine that an exception should be made. There is no way I would have known I was going to be laid-off within 24-hours. It is unethical for them to keep my money as I did not even see a practitioner.Business Response
Date: 10/30/2025
We apologize for the difficult situation and we have refunded you for your subscription.Customer Answer
Date: 10/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********** ******Initial Complaint
Date:10/27/2025
Type:Billing IssuesStatus: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.
signed up for the 3 month subcription paid the ****** but it was misleading because its ****** plus 99 dollars per month for the actual medicine that was NOT stated so when I spoke to the doctor for a full 5 min she explained it I informed her that I was under the impression that 159. was the only amount i would pay and she said I could end the conversation and she would request a full refund which i did nto NOT Get . I got ******Business Response
Date: 10/30/2025
Thank you for your message. Our policy is that the health subscription covers access to a provider and care team. Medications are billed separatelysemaglutide or tirzepatideaccording to your providers recommendation. This is the structure of our program. So we cannot give you a refund. If you want to cancel your subscription you can, but we cannot refund you for your health subscription as you have already used your services with your provider.Customer Answer
Date: 10/30/2025
Complaint: 24068488
I am rejecting this response because: that information should be stated. Once again I feel like this is misleading. Maybe before having a doctor call a patient have a sales *** go over the information so a patient can be aware that there is a seperate fee and if they do the consult there will be a charge.
Sincerely,
****** ******Business Response
Date: 11/05/2025
Im sorry for the trouble here. We can either send a replacement order or offer another form of consideration. That said, we do need to follow our policy.Customer Answer
Date: 11/05/2025
Complaint: 24068488
I am rejecting this response because: what exactly are you going to resend? I didnt get any items from you guys im just trying to get a full refund for the membership I did NOT actually do I had a 5 minute phone call with a *** ********* I want a full refund not partial refund since your motto is misleading. I paid ****** but only got ****** so I want a full refund. The *** i spoke to said she would request a full refund for me so I agreed .
Sincerely,
****** ******Initial Complaint
Date:10/24/2025
Type:Product IssuesStatus: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 placed an order with Mochi Health on September 20, 2025, for NAD+ Cream. The product I received was defective it had an oily texture and an inconsistent formulation compared to my previous order, making it unusable.I contacted Mochi Healths support team on October 9, 2025, and have followed up daily since then. Despite my persistence, the issue has not been resolved. I was initially told to contact both the provider and the pharmacy, which was inappropriate since my transaction and payment were made directly through Mochi Health.Over the following days, support requested photos of the defective product twice and later stated that refunds are not issued. However, they continued to say that they were waiting to hear back from the pharmacy. It has now been several weeks without any resolution, update, or replacement.Desired Resolution:I am requesting that Mochi Health promptly provide one of the following:1. A full refund to the original payment method, or 2. A replacement of the defective NAD+ Cream product.Supporting Details:Order Date: September 20, 2025 Product: NAD+ Cream Initial Contact: October 9, 2025 Ongoing follow-ups: Daily messages to Mochi Health support Issue: Product defective, oily consistency, and unusable formulation Mochi Health has not demonstrated good faith in resolving this matter, and I am submitting this complaint to the BBB to request proper accountability and consumer protection.Business Response
Date: 10/30/2025
Thanks for reaching out. Based on the information provided, we dont have evidence that the **** is defective. Variations in texture or appearance can occur between batches and are not, on their own, indicators of a defect. Each lot is tested for quality and potency, and this batch meets our specifications. While the formulation may differ slightly from what you expected, that does not indicate a defect. For these reasons, were unable to approve a refund.Initial Complaint
Date:10/22/2025
Type:Product IssuesStatus: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 do not believe mochi health is selling authentic medication to the correct formulation as packaged. I think their medication is watered down. I also did not request for a refill but was billed for one. I think there are deceptive business practices with their billing and the formulation of their medicationBusiness Response
Date: 10/30/2025
All medications are rigorously tested for quality and potency, and we stand by our pharmacy partners. You were already refunded for your latest medication. We cannot refund you for your health subscription as you have already met and used your services by your provider.Customer Answer
Date: 10/30/2025
Complaint: 24051790
I am rejecting this response because: I actually was not refunded for my latest medication, I was refunded for an unwarranted charge for medication that I neither requested nor received.
Sincerely,
*******Business Response
Date: 11/05/2025
After reviewing your account you received refills from July 15, August 15, and Sep 15. All of these were delivered to you. Therefore we cannot refund you for these. I have refunded you already for your Oct 15 refill. I believe we have refunded you all that we can do for you.Initial Complaint
Date:10/21/2025
Type:Product IssuesStatus: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 mochi health and filled out a prequalification form, was approved, and then charged a membership fee and scheduled with a doctor.Within 2 minutes of meeting with the doctor, she said I was clearly not qualified and that she would reach out to th support team as I was completely mislead and that I should not have to pay for the appointment.I also reached out to the support team and they said because I met with a provider, they will not refund me when in reality they tricked me into meeting with one knowing they would not be able to help.This is a complete scam.Business Response
Date: 10/29/2025
Ok, in this case we will refund, apologies for the inconvenience!Customer Answer
Date: 10/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:10/13/2025
Type:Product IssuesStatus: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.
My medication was delivered to the wrong address. I filed a claim with ***** and it was confirmed they did in fact send it to the wrong address and was unable to retrieve the package. A ***** representative then told me that the sender (Mochi) needs to file a claim with *****. I just want my medication resent or my money back for the medication I didnt receiveBusiness Response
Date: 10/21/2025
After reviewing your account I notice that customer service as already shipped a replacement order. Therefore this case is complete. Thank you!Initial Complaint
Date:10/10/2025
Type:Service or Repair IssuesStatus: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 have not received my refundBusiness Response
Date: 10/28/2025
According to your records you have already been refunded.
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