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Business Profile

Health Care

Mochi Health

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

Customer Complaints Summary

  • 1,117 total complaints in the last 3 years.
  • 1,088 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/25/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    This is the second month in a row that I have been charged the $99 medication renewal WITHOUT REQUESTING OR AUTHORIZING THE REFILL. The last time I tried to get help with this situation; I was told to contact ***************** directly because the medication had already been requested. The 0.4 dose (6/08/2025) was never compounded or sent to me. Red Rock never returned any of my calls. I am still out that $99. The provider changed my dose to the 0.8 during my 6/23/2025 visit and I was charged a SECOND $99 (6/23/2025) for that month so this prescription could be ******** on 7/23/2025, I am again charged $99 for another "automatic" refill request that I did not request or authorize, but this time it caused an overdraft charge of $28 in my account.I am currently out $226 for medication refills that were sent in by mochi health on my behalf, not requested or authorized by me. When I dispute this, I am told to contact Red Rock. The payments are automatically coming out through MOCHI, not Red Rock. I need my money back. If this is happening to me unwillingly, I wonder how many other clients it is happening to.I have attached the billing charges from mochi, along with the email response I received from ******** about my inquiries regarding a refund. They do not bill patients directly, they bill mochi as a company for the medications once compounded. I have messaged mochi several messages since 7/23/2025 with no response from them. Please help

    Business Response

    Date: 07/31/2025

    Hi *******, 

    Hope this finds you well. We apologize for the inconvenience and confusion this has caused - Mochi functions on a subscription based model. After reviewing your account, we can confirm that you've been refunded for the medication charges that you have not received. 

    If there is anything else we can do for you, please let us know! 

    Best regards,
    The Mochi Team

    Customer Answer

    Date: 08/01/2025

    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:07/16/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    June 21, 2025 I was approved by Mochi to receive their weight loss services. I bought a 3 month package for $120. After paying for the package, I was supposed to have access to physicians on their team and have my initial appointment after paying for my monthly membership. I have now waited a month, and there is still no physicians available to start me on my weight loss journey. I called the customer service hotline on July ********* asking for a refund since I still haven't received any services, and was told that was not possible, and that there was no way for me to directly contact anyone in the billing department. So now I have wasted an entire month of my prepaid monthly plan waiting for my Mochi Health Services to actually start. I have a right to timely health care. Since I am not receiving it, I want a refund.

    Business Response

    Date: 07/31/2025

    Hi *****, 

    Hope this finds you well. We sincerely apologize for your recent experience with us. After reviewing your account, we have processed a refund of $120 to your Visa 5477. Please allow 3-5 business days for this to process. Additionally, we have cancelled your subscription to ensure you do not continue to get charged. 

    Thank you for your patience and understanding. 

    Best regards,
    The Mochi Team 

    Customer Answer

    Date: 08/03/2025

    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:07/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Dear Mochi Health Support,I am writing to request a refund for two recent charges totaling $178. I was charged $99 on June 26 for a *********** prescription that I never received, and $79 on June 27 for a subscription that I never ******* no point was I made aware that I would be charged for the prescription even if I did not request a refill, nor was it clear that my subscription would be automatically billed without active use. I believe these charges were made without adequate transparency or consent.Given that I neither received the prescription nor utilized the subscription services, I respectfully request a full refund of both charges. I would appreciate your prompt attention to this matter.Thank you for your time and understanding,***** ********

    Business Response

    Date: 07/14/2025

    Hi *****, 

    Hope this finds you well. Thank you for reaching out to us, we sincerely apologize for your recent experience. We've refunded your account in the amount of $178.00. Please allow 3-5 business days for your refund to transfer to your Mastercard 3521. 

    Thank you! 

  • Initial Complaint

    Date:07/10/2025

    Type:Order Issues
    Status:
    Answered
    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.
    In March I signed up for a three month health plan with Mochi where they were going to be providing medication. I only received my medication 1 time and on the 2nd attempt they ship the medication to the incorrect address. When trying to rectify the issue it took them 1 month until the next shipment in which the medication that was shipped out was incorrect in dosage. When trying to then reach out to Mochi, I am unable to speak to anyone and all calls are sent overseas and they have no authority to help no can they answer ANY questions. I trying to get them to give me my money back and no response now the system changed and I cant send any messages and cant get through to anyone . This is a horrible company to deal with and they don't even work from the **.

    Business Response

    Date: 07/14/2025

    Hi there, 

    Hope this finds you well. We apologize for your recent experience with us. After reviewing your account, we can confirm that there are no transactions that are refund eligible as our records show your recent medication orders have been ordered. Please let us know if there is anything else we can assist you with. 

    Best regards,
    The Mochi Team

  • Initial Complaint

    Date:07/09/2025

    Type:Order Issues
    Status:
    Unanswered
    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 in early 2024 to help with my insulin resistance. It work for that but I wasnt feeling well with the medication. When it renewed in September, I went into the application and had unclicked to auto-renewal. Between then and march, I had several bouts of throwing up some very vile stuff. I had trips to the hospital. My endocrinologist told me that I needed to come off the medication because the dosage was too high. The doctor on the app would say it was unrelated. I stopped taking it the 5 separate days of throwing up a few days after taking it. The website had changed since then and for some reason, it auto renewed again in March. I messaged them about it and called. I spent more than 30 mins on hold before having to hang up. I called the next day, they said I could get a message. After no message, I contacted the bank. It took multiple times calling them before basically being told that my money would have been refunded but my bank did. I said its still under review that I can have the bank stop for them to refund. I called back once the bank replaced the change only to be told by someone new that once the bank is involved, they wont refund any money. I feel lied to and manipulated by this business. I still have 6 vials of medicine that I never used. So I am out a $399 charge and they locked the account so I paid for nothing, just like the 6 months prior.

  • Initial Complaint

    Date:07/08/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Joined the membership for weight loss meds , schedule a tele consultation, days after the refund time and dont call you on your appointment time, difficult to get in touch with them and tell you its your problem , its a scam that they dont call u until after the refund period

    Business Response

    Date: 07/14/2025

    Your account has been refunded in the amount of $199. Please allow 3-5 business days for this refund to process to your Mastercard 7741. Thank you! 

  • Initial Complaint

    Date:07/08/2025

    Type:Product Issues
    Status:
    Answered
    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 charged me for three months of medication after I canceled my account and never even sent the medication they charged me for.

    Business Response

    Date: 07/14/2025

    Our team is actively working with your bank and ****** to resolve the disputed charge(s). While the dispute is under review, the payment remains locked and we are unable to process a refund. Please note that even if youve withdrawn the dispute, ****** requires a ***** day review period. You will be notified as soon as a resolution is reached. We appreciate your patience during this process.

  • Initial Complaint

    Date:07/07/2025

    Type:Order Issues
    Status:
    Answered
    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 a subscription for weight loss medication through Mochi Health they are partnered with a ***************** and I received medication that was unusable. The medication is suppose to come cool. The medication came hot to touch and with melted ice packs. I tried reaching to both Mochi Health and ******** and neither company will take my concerns seriously. They refuse to send me another vial of medication. I offered to send back the current medication. They took my $199 and sent me bad medication. All I want is a refund.

    Business Response

    Date: 07/11/2025

    Hi ******, 

    Hope this finds you well. We sincerely apologize for your experience with your recent medication order. In order to resolve this, you will need to request a refund/replacement directly from the pharmacy as we are not authorized to proceed without their approval.

    Best regards,

    The Mochi Team

  • Initial Complaint

    Date:07/04/2025

    Type:Product Issues
    Status:
    Answered
    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 canceling my subscription, mochi Health continued to pull out my monthly subscription fees. After contacting the company to ask for a refund, they have not responded.I have a verification that I have canceled my service with them, and I am uncomfortable with them continuing to charge me. I would like a refund and I would like them to officially cancel my account.

    Business Response

    Date: 07/11/2025

    Hi ******, 

    Hope this finds you well. We sincerely apologize for the delay in resolving your cancellation and refund request. After reviewing your account, we can confirm that you are eligible for a refund on your latest Mochi Health Subscription. We've processed a refund of $79 to your Visa 3425, and cancelled your subscription so you will no longer be charged. Please allow 3-5 business days for this refund to process. 

    Best regards,
    The Mochi Team

    Business Response

    Date: 07/11/2025

    Hi ******, 

    Hope this finds you well. We sincerely apologize for the delay in resolving your cancellation and refund request. After reviewing your account, we can confirm that you are eligible for a refund on your latest Mochi Health Subscription. We've processed a refund of $79 to your Visa 3425, and cancelled your subscription so you will no longer be charged. Please allow 3-5 business days for this refund to process. 

    Best regards,
    The Mochi Team

    Business Response

    Date: 07/11/2025

    Hi ******, 

    Hope this finds you well. We sincerely apologize for the delay in resolving your cancellation and refund request. After reviewing your account, we can confirm that you are eligible for a refund on your latest Mochi Health Subscription. We've processed a refund of $79 to your Visa 3425, and cancelled your subscription so you will no longer be charged. Please allow 3-5 business days for this refund to process. 

    Best regards,
    The Mochi Team

  • Initial Complaint

    Date:07/04/2025

    Type:Product Issues
    Status:
    Answered
    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.
    April 25th 2025 - I signed up for a one-month membership, originally priced at $79/month, but used a promo code they were advertising for a discounted rate of $40. The discount appeared to be successfully applied at checkout, and I confirmed the payment at that rate.April 26th 2025 - Upon reviewing my bank account, I noticed that I was charged the full $79. I immediately attempted to connect with an agent via chat support and call center but did not receive a response. I was on hold for over 2 hours and no one ever answered the line. Nor did anyone respond to the chat help line.April 26th 2025- Was able to cancel my membership online but could not reach anyone for help with a refund or correcting the over-charge.April 26th 2025 - Emailed customer service requesting help with a refund, all I received was an automated message that someone would reach out shortly. April 28 2025 - Emailed customer service again, requesting help with a refund. Received same automated message saying someone would reach out. It has now been over 2 months and not one person has reached out to assist me or issue the refund. I never met with one of their health care providers and have no desire to at this point seeing as to how they just take peoples money and ignore all calls and emails from customers.

    Business Response

    Date: 07/11/2025

    Hi *******, 

    Hope this finds you well. We sincerely apologize for your recent experience with us. We've gone ahead and processed a refund of $79 to your Visa 6186. Please allow 3-5 business days for this to process. 

    Best regards,
    The Mochi Team

Mochi Health is NOT a BBB Accredited Business.

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