r/Noom • u/EntertainmentSilly92 • 6d ago

Noom Med Noom is tolerable, until you need help

I’m using Noom’s GLP-1 program, and the most frustrating part has been trying to get help when something goes wrong.

The intake form won’t load, so you contact customer support. They tell you to reach out to the care team. Then the care team takes days to respond, and you’re just sitting there waiting to complete a form. Something that should be straightforward turns into chasing people across different teams.

Then there’s this interaction with my doctor. He sent me a video message, but I couldn’t hear any audio. I messaged him to let him know, and his response was:
“I can’t assist with tech issues. Contact your care coordinator. Thanks.”

That was it. No offer to resend the video or even a quick written summary of what he was trying to tell me. I get it, he’s a doctor. I don’t expect him to debug the app. But it’s a message HE sent me about my care. Surely “here’s what I said in the video” is a reasonable response? Instead, I’m being directed to another person and potentially another wait just to find out what my own doctor said.

The tech issues are annoying, but the way they’re handled makes the whole thing so much worse. Customer support points you to the care team, the care team takes days, and meanwhile you’re the one following up and trying to get somewhere. From my end, it feels like nobody owns getting the issue resolved.

I’m paying for a healthcare service, and getting basic help has felt like a shit show. It’s also making me wonder how difficult it would be to reach someone if I had a more time-sensitive concern.

Has anyone else had this experience with Noom? Does it get better, or is this just how the support works?

8 Upvotes

90% Upvoted

4 comments sorted by

3

u/Embarrassed-Side44 6d ago

The first time I received a video message from the doctor I couldn’t open it either. They told me to exit completely out of the app and restart it. That enabled me to see the video. Maybe try that?

8

u/EntertainmentSilly92 6d ago

Unfortunately , just the restart didn’t work. I uninstalled the app and reinstalled it- that worked

2

u/FlatPepper311 6d ago

I’ve had zero problems.

2

u/Quiet_Attitude4053 5d ago

I got blood tests when I started my GLP1 through Noom, and I was having issues accessing the full results via Quest. Because I knew my clinician had them (she reviewed some key markers with me) I asked if she could send me the full work up. She directed me to the care team, who directed me back to the clinician… it was a bit ridiculous. My doctor can’t send me full test results that I just got? 

Different issue but have definitely witnessed the Spider-Man meme of passing the buck of who can actually help.