Understanding BBB reviews and complaints

The Better Business Bureau (BBB) collects consumer feedback and helps resolve issues. It’s complaint-forward by design, so it often over-represents problems compared with platforms where people leave routine star ratings after a normal visit.

Two things matter as you read BBB pages:

• BBB profiles include formal complaints (which trigger a business response) and customer reviews (star ratings + comments).
  
  

• Volumes and averages change over time as more feedback comes in. We monitor trends and implement fixes that improve the everyday experience.
  
  

For a complete picture, compare BBB with broad, high-volume sources—like our Trustpilot profile (currently above 4 stars overall with 12,900+ reviews) and our own Mochi Health Reviews page featuring recent patient stories. Trustpilot

Common BBB complaints about Mochi Health (and the fixes we shipped)

Here are the top themes and the concrete improvements now in place:

• Complaints about backed-up orders
  Fix: We diversified partner pharmacies across the U.S. to load-balance fulfillment and improve continuity of supply.
  
  

• Complaints about lack of tracking updates
  Fix: We built new pharmacy integrations so real-time order status (e.g., Sent to pharmacy → In verification → Shipped) appears directly in your portal.
  
  

• Complaints about communication
  Fix: We invested in a 24/7 support line, staffed up during peak hours, and added AI-assisted triage so routine questions get instant answers while our live agents focus on resolutions.
  
  

• Complaints about billing questions
  Fix: We updated our website and patient portal to explain upfront membership costs. Our system is designed not to generate unexpected charges; if a rare error occurs, we correct it immediately.

Our goal is simple: make it easy to get the right care at the right time, with clear status, clear pricing, and fast support.

How Mochi Health responds to BBB complaints

Whenever a BBB complaint or any member issue comes to our attention, we treat it as high priority and follow a consistent process:

1. Acknowledge and investigate quickly
   We confirm receipt, review visit and messaging logs, pharmacy notes, and billing history. If we spot an error, we fix it.
   
   

2. Resolve the issue and improve the system
   We authorize appropriate credits/refunds, coordinate shipments, or book clinical follow-ups. Then we file a permanent fix (engineering ticket, portal UX update, or SOP change) so the same issue is less likely to recur.
   
   

3. Close the loop clearly
   We summarize what happened, what changed, and who owns your case going forward.
   
   

4. Track patterns and publish learnings
   We tag each case by theme, run cross-functional reviews, and update patient-facing guidance where helpful.
   
   

The majority of reviews for Mochi Health are positive

BBB is useful for escalations, but the day-to-day patient experience shows up best on high-volume review sites. On Trustpilot, Mochi holds an overall ~4-star rating with 12,900+ reviews—patients repeatedly highlight attentive clinicians, smooth onboarding, and support that keeps them on track. Trustpilot

What patients say (recent excerpts):

“From start to finish, my experience… has been nothing short of amazing.”
(Lydia) Trustpilot

“Signing up was straightforward… My provider has been with me from day one.”
(Carrie B.) Trustpilot

“My provider was super knowledgeable and answered all my questions.”
(Sam V.) Trustpilot

Explore more real-world feedback on our Mochi Reviews page, including stories about provider empathy, clear explanations, and helpful follow-up. Mochi Health

Why Mochi Health values customer feedback

Feedback—positive or critical—drives our roadmap.

• Clinical quality
  We monitor signals around dose pacing, side-effect support, and education. If anything isn’t clear, we strengthen visit templates and follow-up prompts so next steps are obvious.
  
  

• Experience design
  If timing or billing questions appear, we update portal flows, reminders, and help-center content to remove guesswork.
  
  

• Access and affordability
  We guide patients through their insurance coverage options and next steps when a prior authorization is required.
  
  

• Trust and transparency
  We post changes early (e.g., pharmacy partners, medication pathways) so you always know what to expect.

We read every BBB complaint and as many public reviews as we can. We want to repeat what works and repair what doesn’t.

How to get support quickly

We designed support to be fast, simple, and so we added group messaging so your provider, dietitian, and care team can coordinate in one thread.

1. Bug flagging (Report a problem)
   In the portal/app, go to Profile → Help & Support → Report a Problem. This attaches logs (device, version, order IDs) so our engineers can reproduce and fix issues quickly.
   
   
   

2. Secure in-app messaging
   Tap Messages to start a thread. Choose Clinical, Medication/Pharmacy, or Billing/Account so we route it to the right team. For urgent refill or shipment questions, mark it Time-Sensitive—that jumps the queue.
   
   
   

3. 24/7 support phone line
   From the app/portal, open Help & Support → Call 24/7. You’ll connect with a live agent who can see your account context and coordinate with your care team. ( +1 (619) 648-1247)

Frequently asked questions about BBB and Mochi Health

Is Mochi Health BBB accredited?
BBB accreditation is a separate, optional process. Lack of accreditation does not indicate a business is untrustworthy. What matters is how issues are resolved and how learnings become permanent improvements.

Why can BBB ratings look lower than other sites?
BBB attracts escalations, so the mix can skew negative. On large platforms, everyday experiences are logged at scale: Mochi’s ~4-star average across 12,900+ Trustpilot reviews reflects that broader reality. Trustpilot

Where can I read broad and recent patient feedback?
Start with our Mochi Reviews page for curated stories, then check independent sources like Trustpilot for high-volume, current feedback. Mochi Health

How does Mochi handle medication supply issues?
We diversified pharmacy partners across states and built tracking integrations. If supply is tight, we’ll propose viable alternatives and keep you updated in-app.

What if my bill does not match my expectations?
Our system is designed so charges are clear and predictable. If you ever see something that looks incorrect, message support from the app and we’ll audit the account, explain the line items, and fix any error immediately.

We’re dedicated to delivering better, more personalized care as our patient community grows

Mochi Health is here for you

BBB reviews and complaints are one piece of the picture—we read them, analyze them, and act on them. The everyday story from patients is clear: compassionate providers, easy onboarding, clear guidance, and support that shows up when it matters.

If you decide to join us, you’ll get evidence-based obesity care, attentive providers, and ongoing support tailored to your goals. If something doesn’t go as expected, tell us. Start by exploring Mochi Health, review current treatment options on Medications, and read recent reviews to see firsthand what patients are saying. Check your eligibility