Brand Overview: Mochi
Mochi (operating as Mochi Health) is a digital telehealth company founded in 2022 by Dr. Myra Ahmad. The company provides virtual medical care focused on obesity treatment, metabolic health, and weight management, connecting patients across the United States with licensed medical providers and registered dietitians.
Contact Info
Customer Support Email: [email protected] (alternative: [email protected])
Customer Support Phone: +1 (619) 648-1247
Industry and Operations
Mochi operates within the telehealth and digital healthcare sector, utilizing a direct-to-consumer subscription model. Its platform pairs members with medical professionals to deliver ongoing medical consultations, lifestyle coaching, and prescription coordination.
- Medical Weight Loss: Virtual consultations with board-certified physicians specializing in obesity medicine.
- Prescription Fulfillment: Access to weight-management therapies, including branded and compounded GLP-1 medications such as semaglutide and tirzepatide fulfilled through partner pharmacies.
- Dietary and Lifestyle Support: Ongoing visits and nutritional coaching with registered dietitians.
- Additional Wellness Programs: Expanded digital health support covering areas like metabolic care, longevity, and menopause support.
User Sentiment
Customer feedback highlights noticeable friction, particularly concerning billing practices, prescription fulfillment delays, and account management policies. Many consumer complaints stem from administrative misunderstandings and slow resolution times from customer service.
- Separate Membership and Medication Charges: Users frequently report confusion over the split billing model, where clinical platform memberships and medication orders are billed separately and must be cancelled independently.
- Cancellation and Auto-Renewal Disputes: Many consumers report recurring charges after attempting to cancel their subscriptions, noting difficulties with cancellation procedures.
- Prescription Shipping and Delivery Delays: A common grievance involves extended wait times for medication deliveries, missing shipments, or delays caused by third-party compounding pharmacies.
- Strict Refund Policies: Patients frequently voice frustration over non-refundable charges, even when prescriptions are delayed or service appointments are missed.
- Customer Service Accessibility: Reviewers frequently mention slow response times via messaging channels and difficulty reaching responsive agents for urgent billing or shipping issues.
- Provider Scheduling and Rescheduling: Several complaints note provider no-shows, unexpected appointment cancellations, or trouble finding timely availability for follow-up consultations.
Share Your Experience
If you’ve experienced issues with Mochi, you’re not alone. Share your experience or file a complaint on Xolvie to let your voice be heard.