Business Profile

Coupon Services

GoodRx

Complaints

This profile includes complaints for GoodRx's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

250 total complaints in the last 3 years.
70 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.

Initial Complaint
Date:05/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
My "appointment" did not occur?
Business Response
Date: 05/27/2025
We're really sorry to hear that your GoodRx Care experience was not the best, *****.
Sometimes our Healthcare Professional feel the best care you can receive is in-person. Additionally, our refill service is limited to certain prescriptions we are able to refill via telehealth. We do offer a 100% Satisfaction Guarantee and would be have to refunded your visit fee. Your refund began processing on May 23, 2025 and can take 5 to 10 business days to complete, depending upon your bank's processing times. Additionally we have also removed your credit card from our system.
Please let us know if you have any further questions, we would be happy to assist.
Initial Complaint
Date:05/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
End of free trial. I was charged $19.99. I had not intended to renew. When I went to ******, I was offered two free months to continue to end on July 19, 2025. However, I had already been charged so I was paying for one of the "two free" months. When I called, to request the refund. They refused to honor the two months and instead told me I had to cancel the account. The marketing message is deceptive. They were not giving me two free months. They were giving a month plus the month for which I had paid. This practice needs to stop.
Business Response
Date: 05/20/2025
Hello *******, we would like to apologize for the frustrations.

It appears we may have multiple account on file for you, which could account for the confusion around accounts being cancelled. Currently we have been able to find 8 accounts that may be linked to you, however we would like to confirm details further before we proceed. Please provide us with any email addresses you may have used to open a GoodRx account within the last 3 years.

We appreciate your patients as we investigate this further.
Customer Answer
Date: 05/20/2025

Complaint: 23350990

I am rejecting this response because:
The issue is about stopping misleading marketing practices.
First of all, I have only ever had one account. But this is not even the issue.
Going in this direction, highlights you still do not understand that misleading marketing practices are not only a source of frustration for customers, but also illegal and need to stop. The issue is not to fix things for one person, but to ensure that the practices that have resulted in my complete distrust of GoodRx do not continue.
Your staffs' strategy of cancelling accounts rather than honoring the promised 2-free months and refunding the amount has cost GoodRx one customer of which you know. But who knows how many others have cancelled their accounts and simply not reported it. Behaviors such as I encountered by both a staff and her supervisor ****** raise concern about a systemic practice of deceptive marketing that is not honored by GoodRx.
Sincerely,

******* *****
Business Response
Date: 05/21/2025
Were ready to move forward and look into this for you, but we cant proceed without more information.
As a national company, its not unusual for us to have several accounts under the same name, including multiple ******* Clarks.To avoid mistakenly canceling the wrong account, we need you to provide any email addresses you may have used to sign up for GoodRx.
If you're unsure which email addresses may have been used, we can also look up your account using your credit card. For that, please provide the last four digits of the card, the card brand, and its expiration date.
Until we receive this information, were unable to proceed. We want to ensure were closing your account, not someone elses. We look forward to your reply so we can get this resolved.
Customer Answer
Date: 05/22/2025

Complaint: 23350990

I am rejecting this response because you continue to fail to capture the issue.
I'm not asking you to cancel any accounts. The fact that you fail to grasp the issue is exactly why I have no trust in GoodRx or its ethics as a business at this point in time.
GoodRx MUST acknowledge the issue in its marketing practices and resolve them. The deceptive and frankly unethical marketing practices need to be addressed.
Sincerely,

******* *****
Business Response
Date: 06/03/2025
Based on our investigation, *******, it appears your free trial ended and you were charged a $19.99 membership fee for the upcoming month. When you attempted to cancel, our system offered an additional free month if you chose to remain a member. To clarify the free month would not apply retroactively to the recent charge, the discount was applied to the upcoming billing month.
Our support team explained that in order to refund the recent charge, your membership would need to be canceled, as the free month could not be transferred to a previous billing period. They moved forward with the cancellation and processed the refund as requested.
Weve reviewed the language used in the app; your feedback has been noted and will be shared with the appropriate team to help improve clarity moving forward.
Initial Complaint
Date:05/12/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 want my 6000 points back! I filled an order. They shouldn't have expired! I want them back as a one-time courtesy! The patient advocacy team are rude and unhelpful!
Business Response
Date: 05/20/2025
Hello Junior,
We would like to apologize for the confusion. It appears you initially spoke with the GoodRx Care customer service team; they assist with our telehealth services and are unable to provide support with reward points.

Please give our standard customer support team a call at ************ and provide them with the ticket numbers Ticket #******* and Ticket #*******. We have it on file that we can provide you with the reward points, but you will need to contact our rewards team. They are available Monday through Sunday from 6am to 9pm CT. and would be happy to provide you with support!
Customer Answer
Date: 05/21/2025

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:05/12/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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.
Reviewed my account to see that I was charged For a membership to a free account.. contacted the company and asked for my refund and the refund expecting time frame.. company said that they will contact me back whenever a resolution is reached but the customer which is myself had already requested a resolution when it was discovered during the inquiry of the call that there shouldnt never been a charge to my account that was free.. and the representative agreed.. I then requested to speak to the MoD cause I wanted to no longer speak to that **** he would not even transfer me yet he went on and on., while on the call he and a colleague were laughing not paying attention and having me repeat something that I had already stated., he was rude very much requires training.. I would also demand a refund today and he shall be given a swift response from his upper management
Business Response
Date: 05/20/2025
Hello Mearil, thank you for bringing this to our attention.
Using the information you provided we were able to locate the account and your calls with our customer support reps. ** can confirm your account has been cancelled and the charges have been refunded. Unfortunately, refunds can take 5 to 10 business days to complete, depending upon your bank's processing times. The refund for the charge began on May 12, 2025. If you do not see the refund completed on your end by May 26, 2025, please let us know so we may investigate further. Additionally, we have removed your card from our system.
** would like to apologize for your negative experience and will be passing along your feedback. ** are always looking to improve the GoodRx experience and will utilize it in our future trainings.
Initial Complaint
Date:04/28/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 got a free trial for GoodRx Gold and I already cancelled my membership but they still charged me $9.99 just today for the subscription renewal date even though the next billing date wasn't supposed to be until May 26th. Below is my member ID number. So I don't understand what happened or why they charged me for this when I was still within the trial period. I'm formally requesting a full refund of the $9.99 please because this is unacceptable and money is tight enough as it is so I don't need unexpected costs like this
Business Response
Date: 05/20/2025
Thank you for bringing this to our attention, *****.

Unfortunately we were unable to locate an account tied to the member ID and email you provided, however we did find one linked to the email *****************************. The account was opened on February 24, 2025, and received the first month free; the Free Trial ending March 26, 2025. The first charge was completed on April 26, 2025 for $9.99 and has since been refunded. Additionally the account has been cancelled and the credit card removed.

If you suspect you have another account with us on file, please provide us with the email or member ID linked to the account so we may locate it our system. We hope to resolve this for you swiftly.
Customer Answer
Date: 05/20/2025

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. I contacted the customer service phone number and they resolved my issue already

Sincerely,

***** *******
Initial Complaint
Date:04/23/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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 am filing a complaint against GoodRx Care due to the unacceptable behavior of one of their nurse practitioners. My mother, who does not speak English, was treated with extreme rudeness during a recent telehealth visit. The tone used was belittling and dismissive simply because she could not communicate in ********** make matters worse, GoodRx Care does not offer any meaningful support for patients who are not fluent in English, nor do they allow a family member to speak on their behalfeven with consent. This policy creates serious barriers to care and is discriminatory against non-English speaking patients.I believe every patient deserves respect and fair treatment regardless of language barriers. Im requesting that this issue be investigated and ************ has left me wondering: is this a company that only serves English-speaking patients? Is this a racist policy, or at the very least one that disregards the needs of non-English-speaking individuals?Every patient deserves respect and equal access to care, regardless of the language they speak. I ask that this issue be investigated and addressed.
Business Response
Date: 05/27/2025
Hello *****, were truly sorry to hear about your and your mothers experience with GoodRx Care. In accordance with clinical quality and safety standards, our ********** provider does not allow for family translators during sessions due to the risk of potential miscommunication, patient privacy concerns, and reduced patient autonomy. Please note that your visit has been refunded and we apologize for your negative experience. GoodRx strives to make its services accessible to all, and we would like to offer you a $50 Amazon gift card for your troubles. We will be emailing it to the email address listed in this complaint. Thank you again for using GoodRx.
Customer Answer
Date: 05/28/2025
bbb response - "Complaint: 23232334

I am rejecting this response because I would like to know what specific training will be implemented to ensure your staff is better equipped to interact with customers respectfully and professionally. The nurse who interacted with us was extremely rude, condescending, and clearly exhibited racial bias. This behavior is unacceptable, and I would like to understand how your organization plans to address such conduct going forward.

Sincerely,

***** ********"
Business Response
Date: 05/29/2025
Please be advised that the provider you saw is not a GoodRx employee or staff member, but a clinical services contractor. As such, GoodRx does not oversee the training of the clinical services contractors. We have alerted the contractor's employer of the issue, and they are conducting an internal investigation into this matter. We again apologize for your negative experience with GoodRx Care.
Customer Answer
Date: 05/29/2025

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:04/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 been using the GoodRx Gold subscription for a while now. And do like the saving. My big issue is the rewards program. They have recently changed the way it is very deceptive on how you redeem reward points now. It used to be earn points, choose a gift card. Now you can supposedly redeem points for your prescriptions. 1st of all, this button is big and blue and says claim your reward. As soon as you do that. All your points are converted to prescriptions saving coupon with now confirmation. And down the page in regular text is choose a gift card. Now 2nd of all it tells your you will save ** amount of dollars on said prescription next time. I have tried to use this 2-3 times now and have wasted so much time of and embarrassment trying to redeem this coupon. Just to find out they arent a participant in the rewards program. The 1sr *** also assured me that it would automatically be applied and that it just needed time to process. With was over a month ago. And if you search for eligible pharmacys and medication it only excludes controlled substance meds. Apparently if you are a gold rx member, it says verbatim that gold members cannot redeem points for prescriptions at this time. But can redeem for gift cards. I have tried contacting them to resolve this. And they will not fix the issue as well as having to pay for prescriptions when I thought I would save some extra money with this option. Also, it does not say anything on the app about excluded pharmacys or anything else. It says it will be automatically applied to your purchase.
Business Response
Date: 05/27/2025
Thank you for bringing this to our attention, *********.
We appreciate your feedback and understand how this could be confusing. When redeeming Rewards points, we do include language near the "big blue button" stating that by clicking, you will "use your points to save on prescriptions," as shown in the screenshots you provided.
Please note that prescription savings bonuses apply only to eligible prescriptions at participating pharmacies. If you have prescriptions saved in your Medicine Cabinet, youll need to select an eligible one to apply your Rewards points for an additional discount. You can learn more about that process here:
***************************************************************************************************************************
At this time, GoodRx Gold members are not eligible to redeem Rewards points for additional discounts on GoodRx Gold coupons. Additionally, Rewards points cannot be reverted or exchanged once theyve been redeemed. The rewards discount applies only to the specific pharmacy and prescription (including drug, dosage, and quantity) selected and cannot be changed afterward. If youre using a standard GoodRx coupon, you should still be able to apply your redeemed reward. More information can be found here:
***********************************************************************************************************************************************************************************************************************************************.
Well be passing your feedback along internally as we continue to look for ways to improve our services.
Initial Complaint
Date:03/28/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 selected a free trial with goodrx and immediately cancelled it as I didnt want to forget to and i didnt plan on using it a lot just wanted to check it out and I'm glad I did they have been repeatedly trying to charge my card while my free trial is still active!!!! My free trial hasnt even expired its been pre cancelled and theyre still trying to charge me
Business Response
Date: 03/28/2025
Hello *****,

Thank you for bringing this to our attention. Based on the information you provided, we were able to locate your account in our system. It appears you may have accidentally signed up for the free trial of GoodRx Gold, our premium paid membership program. We can confirm that no charges were processed, and your account has been canceled. Additionally, weve removed your payment information from our system.

If youd like to sign up for our free membership, you can do so here: *************************************************************;If you need further assistance, please give us a call at ************. Were available Monday through Sunday from 6 a.m. to 9 p.m. CT and would be happy to help!
Customer Answer
Date: 03/28/2025

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:03/25/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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.
To Whom It May Concern:I have been a member of The Good RX Gold since August 2001. They charge $19.99/month or a discounted offer annual membership. For some time now I have been unable to use the Good RX Gold for my meditations as Good RX Gold is not accepted in many places. However, the standard (free) Good RX is accepted. Heres an example of what happened today. My provider called in a script for Duloxetine. My Good RX Gold membership price was $170.49 while the coupon my provider sent to me is $44.62 with the standard Good RX.Isnt this backwards for having a paid membership? I called the company today and expressed my concerns. I signed up for the Good RX Gold only. I dont use or have any interest in other programs they offer as it doesnt pertain to my needs. Can you please help me by helping other potential customers understand that purchasing a membership is absolutely unnecessary. Good RX Gold has essentially lined their pockets with my hard earned money for the past 4 years. I have since cancelled my membership with The Gold RX Gold.However, since I pay annually, I can use their services through August ******* so saddened that this company knowingly charges for memberships that cant be used in many, many places if anywhere. Thank you in advance for reading my complaint.
Business Response
Date: 03/28/2025
Hello *****,

GoodRx Gold can provide exclusive savings at over ****** pharmacy locations. We are sorry that your preferred pharmacy was not one of them. To find a participating pharmacy near you, please visit our pharmacy search tool on the Gold home page: ****************************************************. If your current pharmacy isnt listed, GoodRx can always assist with transferring your prescription to a participating location, as part of your Gold membership.

We also ask that you please contact GoodRx prior to picking up a prescription at your pharmacy, if there appears to be a price discrepancy, so we can help you troubleshoot. In this case, however, since Gold is not accepted at the pharmacy, there is not a Gold price at the pharmacy, which is why the pharmacy quoted you their cash pay price for the prescription without GoodRx.
Initial Complaint
Date:03/12/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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 was price shopping on GoodRx for a vaccine called Immovax, a pre-exposure rabies vaccine needed for my job working with wildlife in ****. On February 12, 2025 I downloaded their free account (Member ID ********** coupon that guaranteed the contracted price through *** at $351 per dose. *** had their cash price advertised at $478 per dose. On February 18, 2025 I created a GoodRx Gold Membership (Member ID ********* account to see if there was any price difference. There was not. The contracted price that was given to me as a downloadable coupon was $351 both for the Gold membership and free membership. When I went to ***, the coupon was rejected and the price remained the same. I was advised from *** that this was an issue on the end of GoodRx and not CVS. On February 19, 2025 I Called GoodRx, spoke with **** at phone number ************ at 12:04 EST. He looked into the issue and called me back to tell me the coupon should now work. He issued a reference number of ******* for my ticket that was started. I went back to *** and it still did not work. Finally on February 28, 2025 I received an email from ******* ******* from GoodRx stating, "Hello ******, Thank you for reaching out! we are really sorry due the long time waiting, I don't know if the agent who you spoke with mentioned that this type of escalation have a waiting time between 1 or 2 week, we just got a response regards of your case. According to our pricing specialist the price that you were seeing ($351) was incorrect, they fixed that to be shown on the website the correct price, and they blocked the price for $351. Currently the price shown on the website is $484.52, which it's the correct price. If you have additional questions or need live assistance, please contact our Patient Advocacy team at ************, Monday-Sunday, 6 AM-9 PM Central Time. Thank you for contacting GoodRx, and have a lovely day! Best Regards, *******".My issue is that they advertised a false price and I feel that was wrong.
Business Response
Date: 03/21/2025
Thank you for bringing this to our attention, ******. We apologize for any inconvenience regarding this discrepancy. Occasionally, the price of a medication can fluctuate before GoodRx receives information of a price change. In other instances, a third party may inaccurately report pharmacy pricing to GoodRx. Unfortunately, GoodRx does not set pharmacy pricing, and relies on third parties as a source of our information, since GoodRx is not the retailer. This is why all of our coupons state that prices are subject to change.

Obviously, we want you to have the best possible user experience. As a courtesy, we will issue a one-time Amazon gift card for $131 to cover the price discrepancy. The gift card will be sent to *************************** as listed in the BBB complaint.

Additionally, we have canceled your GoodRx Gold account per your request.

Please let us know if you need any further assistance.
Customer Answer
Date: 03/21/2025

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,

****** ************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

GoodRx is BBB Accredited.