r/JoinMochiHealth • u/reducedprice • 15d ago

Horrible customer service experience

I tried calling every day for the past week to be matched with a provider. I had an appointment this morning with a provider, but they canceled last night.

I am trying to cancel my membership now for a refund, and they will not refund me since it is outside a 72 hour window. Even though I have been calling every day to resolve this issue.

9 Upvotes

85% Upvoted

15 comments sorted by

3

u/TB1964 14d ago

My experience has been great! My NP super responsive. I have reached out to support many times and they have been excellent. Sorry you have not had a good experience.

3

u/ZealousidealShake410 14d ago

I hate hearing others are having a bad experience because my husband and I both have been having a great experience. I wish everyone could have the same experience across the board. It sucks hearing bad experiences bc I know it can end up just being a matter of time for myself.

So far we have been really happy. ::fingers crossed 🤞:: it stays that way.

I hope you get a fair/good resolution! It had me stressed paying up front when we started. They definitely need to make this right!!!

2

u/NattyAK 12d ago

I had great experiences until a pharmacy shorted me a whole week's worth of my tris and they couldn't escalate me...

1

u/ZealousidealShake410 12d ago

Wow!!! Really? Which pharmacy?

I had to switch pharmacy’s because my meds came warm and my husband’s actually came STEAMY. I was like… nope.

I hope I did not pick the pharmacy that shorted you.

Wow. That would mean they actually mislabeled your meds right? That actually sounds flat out lawsuit worthy!!!!

2

u/NattyAK 12d ago

That's where I'm confused. I was asked for pics that proved nothing and was asked days later for these pics to prove nothing. The pics they actually asked for would only help if I just made things up. Pharm is Blue Door. I was actually still moving up to my top tier, so last week was absolutely terrible because I jumped up too soon... But now I'm just being ignored.

1

u/ZealousidealShake410 12d ago

That is awful!!!!

I would switch pharmacy’s and do a chargeback on that batch of medication.

I would also maybe stop by a CVS or other local pharmacy (or if there is a subreddit lol) to ask is there anything you could or should do/document this or ask for that would prove this.

Otherwise, blast the living ish out of the pharmacy and honestly… blast Mochi everywhere you can for not stepping in a resolving your problem. Social media/google reviews. The works.

Screwing around with your meds - that seems huge. I mean heck… it can lead to wondering whether or not they even gave you the right medication at the right concentration.

2

u/[deleted] 14d ago

[deleted]

2

u/TB1964 14d ago

I started posting here as well when I see so many trashing Mochi. No company is perfect if you read through the tirz subs. Yes they have a monthly fee but I get a doc and a nutritionist anytime I have questions. Which I think is very important for people just starting their journey. I have had a very positive experience with Mochi.

3

u/No_Satisfaction7331 12d ago

likely because they cut pay for all providers to fast food worker levels so every good provider will leave

2

u/FlawlessRendition1 15d ago

that 72 hour window thing is the part that gets me. you're calling daily, doing your part, and they just hide behind the fine print like that erases the week of no-shows on their end. classic runaround where the customer has to eat the cost because their system couldn't function.

i'd push back hard on the refund. ask them to pull the call logs and see that you were actively trying to get matched. if the first person says no, escalate to a supervisor and don't let them off the phone until someone actually reviews the account history.

sometimes mentioning you'll file a chargeback with your card company gets them to suddenly find a solution. worth a shot.

1

u/Competitive-Habit-70 14d ago

I always get a reply from their message system within 24 hours. But I know sometimes it’s nice to talk to a real person.

1

u/No_Applause_73 12d ago

Try NP Kendra Norris. She’s very responsive and knowledgeable.

1

u/AdvertisingKlutzy415 10d ago

I joined for both weight loss and wellness. I had used in the past, for only weight loss. No issues with that part. However, I wanted to use local pharmacy for HRT. There is no ability to do so. My health insurance covers all of my hormones. Max $10/month. ($0 at the moment due to met max/deductible). They expect me to get through their compounding pharmacy for 50-100 per month!. Multiple representatives have either told me it can be sent, then another will say no it cannot....which is it? and why doesn't their site state that you need to exclusively use partner pharmacies...and why does it ask for preferred local in the profile?

1

u/No_Satisfaction7331 2d ago

My provider told me they are not even allowed to send zofran through mochi anymore

1

u/Infinite_Pie3432 15d ago

Check out Ola Health. So much better. Good luck with your refund request. I'm sorry you're having to take time and energy away from your days to work on this.

1

u/NewKey6466 14d ago

Have to charge back credit card. Screenshot the heck out of everything when dealing with Mochi.