Complaints

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

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• 

  GoodRx, Inc.

  2701 Olympic Blvd West Building #200 Santa Monica, CA 90404-4183

  
• 

  GoodRx Holdings Inc.

  233 Wilshire Blvd Ste 990 Santa Monica, CA 90401-1248

  
• 

  Vitacare Prescription Services, Inc.

  951 W Yamato Rd Ste 160 Boca Raton, FL 33431-4432

• 

  RxSaver

  301 Congress Ave Ste 400 Austin, TX 78701

• 

  GoodRX Care

  577 2nd St Ste 200 San Francisco, CA 94107-1459

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:03/18/2024

  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.

  This company claims to connect to medical professional and prescribe medication. Charged $39 and then no option to have prescription filled.

  Business Response

  Date: 03/19/2024

  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 have refunded your visit fee. If you have any questions about your appointment, please send us a message through your GoodRx Care account, and we'll be more than happy to help. **********************************************;

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21446908
  
  I am rejecting this response because: it has been an unreasonable amount of time to be treated for the health issue in question. At no time did they recommend seeing a provider in person. The delay was their response time in getting my prescription sent to a pharmacy I could order from. It was over 24 hours from my online consult until respondednto my plea for my prescription to be sent to a particular pharmacy to fill, delaying my treatment that was recommended. This visit was worthless, not worth $39 that I was charged. A refund is requested. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/19/2024

  Hello *******, 

  Sorry for any confusion, but as we stated before, we have already refunded the appointment amount of $39 back on to your card. Refunds can take 5 to 10 business days to complete, depending upon you bank's processing times. If you do not see the return on to your account in that time, please let us know. 

• Initial Complaint

  Date:03/12/2024

  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.

  On 03/08/2024 I was having a pretty serious skin condition that I needed assistance gettting a prescription for the skin condition but I wanted to make sure I could get the prescription through a virtual visit by a clinician through GoodRx as I saw on their website that they offered virtual check *** through the gold membership plan. I enrolled in the membership for $9.99 then proceeded to have my consultation for $19. For whatever reason I put in the wrong category in for the visit and on the last step after putting my information in the app stated that I would get a call or a chat with a provider when they were ready. Pretty soon after that I got a chat that opened up from *****************************-L:ee telling me I put in the wrong category for what the medicine was and for the condition I had and that I actually to cancel the consultation and start over. I replied asking if I was going to be refunded to which it took her a very long time to respond and replied with a nasty attitude to cancel the request to which I tried to do so on the website and it wouldnt let me because it stated it was waiting on the provider. Still havent received my refund for $19. Overall reall a horrible experience to say the least.

  Business Response

  Date: 03/15/2024

  We understand your frustrations and appreciate your patience, *****!

  We can of course look into this for you and issue a refund as part of our 100% Satisfaction Guarantee. Using the information you provided here we have begun the refund process for your appointment charge. Refunds can take 5 to 10 buiness days to complete, depending upon your bank's processing time.

  If you would like to discuss details about your appointment, please reach out to the GoodRx Care team via the message center: ***************************************************** note that our GoodRx Care message center is not a live chat. It may take up to 4 hours to receive a response during normal business hours, Mon-Fri 6AM - 7PM PST, and 8 hours outside of normal business hours.

• Initial Complaint

  Date:02/28/2024

  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.

  Good RX charged me for services and did not help me. Was told to contact my doctor

  Business Response

  Date: 03/01/2024

  We're 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 have refunded your visit fee. If you would like to discuss any specifics about your GoodRx Care appointment, please reach out to us via the message center: **********************************************;

• Initial Complaint

  Date:02/26/2024

  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.

  Transaction : Prescription pick up on 2/22/24 Amount charged $127.86 suppose to be $108.08 with Gold GoodRX coupon.Placed the new prescription on Feb. 20 using Gold GoodRX to fill prescription. Pharmacy said they used the coupon info bin etc.. but the price came back higher. Contacted GoodRX customer service 3 times. First time on Feb 21, ******* did nothing, 2nd time on Feb 21, ******* tried but blamed it on the outage. On Feb 22, the supervisor said I had the correct price and said she would call them and fix it. Never received a call back. I had to pick up the prescription since my dog needed it. Posted to the ** page as a comment. No response. This is bait and switch. I expect them to honor the price they post.

  Business Response

  Date: 03/19/2024

  Hello *****,
  

  We would like to apologize for the negative experience you recently had while at the pharmacy. We understand that you were unable to get your medication at the low GoodRx price due to a recent outage of third-party systems. While this outage was outside of our control, GoodRx would like to acknowledge your frustrations. Using the information you provided, we would like to email you a gift card for the price difference that you paid at the pharmacy. If you have any questions or need further assistance, please feel free to reach us at **************************************.  We are also glad to report that the third party outage has since been fixed. 

  Thanks for using GoodRx!

  Customer Answer

  Date: 03/20/2024

   
  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:02/20/2024

  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.

  GoodRX has and had no access to my health records or health information submitted. They have apparently been involved in lawsuits regarding privacy matters in the past. Anyway, I requested a visit and there was not an option to request a woman female healthcare provider. So when I finally was able to speak with someone (2-3 days after signing up with an account) and I requested a female practitioner, they retaliated by stating my account information didn't match up with my insurance card information. I let them know I had another female preferred name (that is obviously easier to pronounce). They refused to update the account information in spite of having the ability to do so.I am assuming they are involved in many lawsuits right now, hurting for money, and cutting any patients who they have to pay their customer support reps even more pennies, to assist. I am beginning to think its best to boycott any and all companies who utilize a healthcare call center based in *****. The one I just spoke with had the audacity to fake a hispanic accent! *************************************************************************-How-do-I-update-a-member-s-name-or-birthdate#:~:text=On%20the%20Edit%20Profile%20page,process%20your%20GoodRx%20Gold%20card.I paid no money but they put many fake pending charges and I let them know that someone had been stealing/using my Medi-************* without my permission (Soc# ending in 3288) so I needed to utilize telehealth services. They in turn, delayed every visit and message. I have gone ahead and deactivated the membership, and requested an account deletion.

  Business Response

  Date: 02/21/2024

  Hello ************;*********,

  We're sorry you had a negative experience with GoodRx Care. For your privacy, your GoodRx Care profile and appointment details are only available to the GoodRx Care team. If you would like to discuss any details, please contact them through the GoodRx Care message center: ***************************************** Please note that it may take up to 4 hours to receive a response during normal business hours, Mon-Fri 6AM - 7PM PST, and 8 hours outside of normal business hours. Unfortunately, our phone support team, does not have access to this information and cannot provide you with GoodRx Care assistance. 

  Using the information you provided here, we can confirm you were not charged for your appointment. If you wish to remove your data from our system, you can request so here: ***************************************** Please note, it may take at least 45 days for full data deletion.

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair 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 helped my wife ******* set up an account with ******************** to help with the costs of a specific prescription every month. We paid for a full year of their Gold plan back in September. As of February 1st, we started a new health insurance plan with IBX which enables her to get this prescription at even a much lower cost than what she was getting from this GoodRx Gold plan. We are asking for a refund of the unused portion which is easily half of the total cost that was paid out. The original total cost for the year was $93.01, which was charged back on 9/19/23. The last time we used their plan was in January, so we only used this plan for the months of September-January. I am also filing formal complaints against this company with the ** ************************ on Fraud. My wife is disabled as am I and we are tired of companies taking advantage of people with disabilities.

  Business Response

  Date: 02/16/2024

  Hello *******,

  We understand your frustration and confusion regarding our GoodRx Gold Annual Plan Refund Policy. Normally annual plan subscribers must cancel within 2 weeks of an annual membership billing charge in order to be eligible to have the charge refunded to the card on file. However, we will be making a one time exception and providing you with a refund for the full charge on file, $83.02; this amount should be returned on to your card in 5 to 10 business days. Please note refund times may vary based upon your bank's processing policy. We have also cancelled your GoodRx Gold Plan and removed your card from our system. You will no longer be able to access your GoodRx Gold account, however you can still access free GoodRx coupons through our app or website. 

  If you would like to read further on our Refund Policies, please visit: 

  *************************************************************************-What-is-the-GoodRx-Gold-cancellation-policy

  *************************************************************************-GoodRx-Terms-of-Use

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21270409
  
  While Im grateful for GoodRX refunding our money, I am rejecting their response, only so I can send this message.  

  The GoodRX response, clearly showed that whomever is dealing with this complaint, didn't understand what I clearly stated in my original statement.  I wasnt asking for a full refund, but only the portion I was not going to be using because my new health insurance, has the one medications copay, coming in with a much lower cost than I was getting with using the GoodRx Gold plan.  It clearly wouldnt make sense to continue to have the plan, if I knew I wasnt going to be using it.  In all fairness, refunding the unused portion makes sense.  Who would keep their account open when they knew they wouldnt use it??  And the reason you all gave, didnt make sense.

  So, you can closed this complaint after reading my response.

  Sincerely,
  *******************************

• Initial Complaint

  Date:02/12/2024

  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.

  I paid Good RX in 2023 about $119.88 for the year. On a monthly basis, it was $9.99 per month. I have GoodRX Gold. I asked them to supply me with paperwork showing the monthly amount I paid for 2023. They had done this for me before with no problem. Well, this time the **************** Rep said she emailed the information to me and I never received it. So I called back and asked to speak to a Supervisor. She said she emailed me and I stayed on the phone but she said to wait to the next day. I Never received the information I requested. I requested this last week on Monday, January 29, 2024. I am so disgusted with no one being able to send me an email that I need in an urgent way. I am a Senior Citizen and I need this information immediately to get food stamps. Obviously, they do not care. I have spent over an hour each time on the phone to get this accomplished and they still have not complied. So, I had to write you to try to get the information I so desperately need.

  Business Response

  Date: 02/13/2024

  Hello ******,

  We would like to apologize for the email delay. Unfortunately are limited to how many attachments we can add here, so we will be re-emailing you. Please keep an eye out for an email from our team. 

  If you have any difficulties accessing the files please let us know. 

• Initial Complaint

  Date:02/01/2024

  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.

  I signed up for a GoodRX gold trial on 1/31/24, as I am low income and it was supposed to save me a substantial amount on my prescription. However it would not work correctly, and since I am required to take this medication, paid for it anyway, which came out to $14.53. When I called customer service, they admitted an issue, but informed me the only thing they could is give me another month of gold. However since I was using this service until my ******** card came, this does me no good. I would like a refund to the card on file for the money I did not save.

  Business Response

  Date: 02/02/2024

  Hello ***, 

  Thank you for reaching out about this, we apologize for the frustrations. Using the information you provided here, we were able to locate your GoodRx Gold account and your initial sign-up call in our system. We are unable to refund your GoodRx Gold card as charges have yet to be made towards the account. We can however, cancel it and remove your card from our system.

  As for the price discrepancy at the pharmacy, refunds will have to come directly from the pharmacy. While our customer support team can contact the pharmacy to troubleshoot, refunding the price difference is at the pharmacies discretion. If you would like us to reach out to the pharmacy on your behalf, please give us a call at ************ with your medication information and the pharmacies details. Please also note, that if your medication is a controlled substance, we are unable to require the pharmacy to accept discounts for controlled medications. Discounts for controlled substances are accepted at the discretion of the pharmacy or pharmacist.

• Initial Complaint

  Date:02/01/2024

  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.

  I signed up for good rx gold on August 25th 2023, they charged me an initial fee of $1****, and an additional fee of $**** on Aug. 25th 2023. My account ID ********. My card was charged $**** on October 7th 2023, and again $**** on October 8th 2023. I was charged $**** nov. 2nd 2023, $**** Nov. 11th 2023, and **** Nov. 25th 2023. I then deleted my gold membership on Nov. 29th 2023, and received a cancelation confirmation email from good rx. After unsubscribring from my gold membership my good rx account would not allow me to access any of my information, including my payment methods or billing information. Good rx then attempted to charge my card $**** on Dec. 25th 2023, and $**** on Dec. 31st 2023. The only reason no money was removed during those two attempts to charge my card was because I had begun turning off my cards when not in use due to good rx fraudulently charging my card multiple times a month. I was charged $**** on Jan. 6th **** about thirty minutes after I had turned my cards on to use them. I reached out to good rx Jan. 6th explaining the situation, gave them my account ID to delete my account, and asked for a refund. I got no response. Good rx then attempted to charge my card $**** on Jan. 25th Of ****, six days ago. I have proof of all these charges. charge attempts, and the email I sent to good rx. My card was charged a grand total of $89.92 and had all the other attempts gone through ******. I would like a full refund and to have my account and all account information deleted.

  Business Response

  Date: 02/02/2024

  Apologies for the frustrations ******,

  Using the information provided here we were able to locate your cancelled account. However, it appears we had a second account on file for you under the email: ************************* We have cancelled and provided a full refund for that account; you should see no further charges. A refund for $49.95 should be returned to you in 5 to 10 business days, depending upon your bank's processing times. We have also removed your card from our system. Please elt us know if we can be of any further assistance, we'd be happy to help. 

• Initial Complaint

  Date:01/30/2024

  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.

  Good RX said in the coupon that I could get a prescription for $85. When I got to ********* it said that I was unable to use it because of age restriction. Im 65 what is my age restriction on a medicine for seniors

  Business Response

  Date: 02/07/2024

  Hello *******,
  

  We apologize for the frustrating situation. Unfortunately, with some of our exclusive discounts, restrictions are put in place by the manufacture. Using the information you provided here we were able to locate your call and are currently investigating this coupon further. We will be reviewing this coupon's details and make any necessary updates to our site. We truly appreciate your feedback and once again would like to offer our apologies.