Complaints

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

close

Find a Location

GoodRx has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  
• 

  GoodRx

  40 W 25th St Fl 4 New York, NY 10010-2724

  
• 

  GoodRx, Inc.

  San Francisco, CA 94107-1459

• 

  RxSaver

  301 Congress Ave Ste 400 Austin, TX 78701

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:02/12/2023

  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 canceled my Goodrx Gold membership 2 months ago. They are still charging me $9.99 a month! I cannot find anywhere on the app to contact someone about this. They're making it very difficult to get the money back that they are taking from me.

  Business Response

  Date: 05/04/2023

  Thank you for alerting us ****; we apologies for this continued issue,

  We were able to locate the cancelled account that was tied to your email *****************************, but cannot find a GoodRx Gold account linked to **************************** We may have a different account on file for you under a different email address. We did view your attached images but were hoping you could provide ** with further information. Your photo shows a charge from Feb.11, 2023; do you have a more recent charge we can reference? Or can you please provide ** with your card information so we can investigate further? We will need the card's brand ****** amex, mastercard, etc.), the last 4 digits on the card, and the expiration date. Once we have this information we can find this second account and move forward with next steps. 
  
  
  

• Initial Complaint

  Date:02/11/2023

  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.

  To whom it may concern, I was using the Goodrx in the Fetch app for the first time it offers ****** points for the first time using. After using and waiting the appropriate time I never received ********* I tried thru fetch and thru Goodrx but to avail. Attached is my proof of date time pharmacy. ******* ************ prescription filled February 2nd 2023 at Publix pharmacy *********** ******* rx6443347 Publix pharmacy **

  Business Response

  Date: 05/04/2023

  Hello *******,
  
  Unfortunately, GoodRx has no affiliation with the Fetch Reward system. If you are looking to receive your Fetch rewards, you will have to contact them directly. However, if you have been using the GoodRx app, and are referring to the GoodRx Reward points (an in-house system, separate from Fetch) please let us know so we may investigate this issue further. 
  
  Thank you

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19387458
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/07/2023

  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 charged for three months of a GOODRX GOLD membership that I never signed up for. I would like the three ***** payments you've taken from my card reimbursed to the card your using on file. I am out of town and can't have my card cancelled until I get home which I will do if necessary to file a dispute through the bank like I was told too when I contacted my bank.

  Business Response

  Date: 05/04/2023

  Thank you for contacting us ********, 
  
  We would like to apologize for this issue. Using the information you provided here, we were able to locate and cancel the fraud account on file. We have refunded all charges, and have removed your card from our system. You shouldn't see any further charges on your account. Please note, refunds can take 5 to 10 business days to complete, depending upon your bank's processing time. Do be sure to let ** know if you have any further question, and once again we would like to offer our apologies. 
  
  
  

• Initial Complaint

  Date:02/06/2023

  Type:Billing Issues
  Status:

  UnpursuableMore 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 fraudulently charged my card for several months. I cancelled the gold plan but could not delete my credit card info. I reported the fraud to my bank, who investigated, cancelled my card and provided a new one. GoodRx then obtained my new card number without my permission, and signed me up for a new gold plan. I did not give them my new card number. I did not sign up for a plan. I cancelled the plan again. Their help number is just a scam to get you to sign up for something else. I cannot delete my credit card info from the site. I cannot delete my personal information from the site.

• Initial Complaint

  Date:01/28/2023

  Type:Customer Service 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 engaged in deceptive business practices by cutting the value of their service by more than half since last time I used their service. In every previous transaction their service was $49 for 2 prescription fills (one fill + one refill). Only months later I paid $59 only to later learn that I'd receive ONE fill and 0 refills. It is egregiously unreasonable to cut the value of a regular service more than IN HALF while behaving as though nothing has changed. It's deceptive and I want the extra fill THEY LED ME TO BELIEVE I would receive on numerous previous transactions for the identical service.

  Business Response

  Date: 02/09/2023

  Hello *****, we understand GoodRx coupon price fluctuation can be frustrating. Our mission is to help make prescription medications more affordable to you, the customer. We work to find the best prices available so we may provide you with the best savings we can. GoodRx prices are based on pharmacy cash prices which unfortunately can fluctuate. Our dedicated GoodRx staffers track down pharmacy prices daily, updating both our website and app as often as they can. That being said, while we are able to provide prices for comparison, we do not have control over the prices. We work hard to update our prices often so just as a price can increase it may also decrease. If you would like to learn more about GoodRx coupon price changes please read our article here: *************************************************************************-Why-did-the-price-for-my-medication-change-

• Initial Complaint

  Date:01/27/2023

  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.

  The listed vendors participating all state they reduce price internally already, and their system doesn't work. This is false marketing. The correct partners need to be updated on cards. Goodrx needs to be investigated.

  Business Response

  Date: 02/09/2023

  Hello ***********, it sounds as if your pharmacy may have refused to accept a GoodRx coupon. If this is not the case please let us know so we may investigate the issue further. However, if the pharmacy did refuse to accept your coupon; we would be happy to speak with them on your behalf to get this issue corrected.

  
  If a pharmacy is listed on the GoodRx website or app they are contractually obligated to accept GoodRx coupons, with the exception of controlled substances. Our Patient Advocacy team is always standing by to assist with any pharmacy issues, such as coupon refusals, and would be glad to investigate this for you. We would like to use the information you have provided here to contact you and begin the investigation. Please note if you have already picked up your prescription, we may not be able to assist with that purchase. However, we can still reach out to the pharmacy to clear up any future or potential issues.

  
  Please reply back to this BBB response if you are comfortable with us reaching out to investigate this further. Or please provide us with further details if we have misunderstood your BBB complaint.
  

  
  

• Initial Complaint

  Date:01/18/2023

  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.

  At the direction of a pharmacist, I created a login on GoodRx to save on a veterinary prescription for my dog. This was nearly a year ago and they have somehow been charging my card $20 every month for a "family gold plan" when I have NOT ONCE used their services and couldn't even tell you what I'm paying for! THIS IS OVER $200 IN CHARGES FOR A SERVICE I NEVER USED! I'm horrified to learn that this is a frequent practice for them, as evidenced by the countless complaints of other patrons having the same experience. I never even got a single email from them outlining these charges! Had it not been for my iPhone's wallet notifications, these charges would have gone unnoticed! They obviously don't care about customers their support page is not helpful whatsoever, with no email or phone listed. I want a complete refund issued immediately for the full amount charged over the course of 10 months, I want my card removed, I want them to delete my entire login! I will be contacting my bank to alert them of the situation and prevent future charges, as clearly others have had little success with GoodRx continuing to charge after stating they would stop!

  Business Response

  Date: 01/25/2023

  Hello *****,
  
  We understand the frustration and apologize for any inconvenience this may have caused. It looks like we were able to resolve this issue for you with a refund dating back to August 2022. Your Gold account has been canceled and you'll no longer be charged. The refunds should reflect back to your credit card in **** business days. Please let us know if you have any questions, or need further assistance.
  
  Thank you,
  GoodRx

• Initial Complaint

  Date:01/14/2023

  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.

  On 1-11-2023 I Placed Order #*************for Good Rx Care Gold Visit #******* in the amount of $19. I sent the ***************** prescription for 30g each fill plus 2 refills to****** in******************************************and they stated that there was a problem with the Good Rx System and the script was sent out on 1-11-2023 however ****** Pharmacy received a fax on 1-12-2023 stating that this prescription was backed out. I called ************ Rood Rx Customer Service on 1-12-2023 and was given the wrong number to follow up with prescriptions. I called back on 1-13-2023 at Good Rx Customer Service and was given a customer service phone number for the above order of ************ and we confirmed that the medication was resent on 1-12-2023 and the ****** Pharmacy was filling this prescription. I have called the**** area code number back several times once they sent a fax late 1-12-2023 to cancel the prescription and Good Rx stated that they sent a corrected prescription to ****** on 1-12-2023. The ****** Pharmacy has not received the corrected prescription. I have asked Good Rx via phone and their message/chat feature to resend the prescription that they were supposed to be sending over go ****** Pharmacy as this was not received by the Pharmacy. I received a phone call from ****** Mail Order Pharmacy on 1-14-2023 and at the ****** Pharmacy in ******************** that they have not received the corrected prescription. Good Rx refuses to answer my chat/messages and states on the Good RX Phone numbers mentioned above that there is nothing that they can do and/or resend that prescription. Please resend the above prescription on 1-11-2023 from the 1-11-2023 visit for $19. Please also refund me the $19 for the 1-13-2023 visit at 7:11 p.m. Central. I would also like an additional 1 month of Good RX Gold For free. Please resend the above prescription so I can receive *********** as ordered above.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/19) */
  Hello *****, we would like to apologize for the frustrations with GoodRx Care. We were able to confirm with our Care team that a new prescription was sent to the Costco, as you requested. You should receive a message that you are able to pick up the medicine soon. All charges, for both your GoodRx Care appointments and your GoodRx Gold membership, have been refunded; please note refunds do take about 5 to 10 business days to process depending upon your bank. It appears that your GoodRx Gold account was cancelled on Jan. 13, 2023. Once an account has been cancelled we are unable to re-open the account. If you wish to make a new GoodRx Gold account we can provide one month free to it. Please let us know if you have any questions or need further assistance.
  
  
  Consumer Response /* (2000, 7, 2023/01/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/10/2023

  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 goodrx to get a ****** prescription. The nurse practitioner ************* informed me that she wouldn't be able to provide me my normal dose and I should have my *** manage me.
  
  That's fine but it was a 2 minute conversation and I'd like to have my money back as they were no help.
  
  She left the chat without even acknowledging me.
  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 5, 2023/01/13) */
  We're really sorry to hear that your GoodRx Care experience was not the best, *****. Sometimes our providers feel the best care you can receive is from an in-person provider. Additionally, our refill service is limited to certain prescriptions our providers are able to refill via telehealth. We do offer a 100% Satisfaction Guarantee and have refunded your visit fee. Refunds do take about 5 to 10 business days to process, depending upon your bank. If you would like to discuss details about your appointment, please give our GoodRx Care team a call at ************ and we'll be more than happy to help.

• Initial Complaint

  Date:01/08/2023

  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.

  Multiple misleading/unfactual statements made to solicit patients for GoodRx Telehealth services. Website states you'll fill out intake questions, then be connected with a healthcare provider. Platform is designed to look like a chat session, to further convince people they'll be connected with a provider, as stated. Before signing up, you can see disease states/complaints they treat, and view medicines which can be prescribed. Or, so they make it seem. Almost everything stated was misleading or false. I read all fine print prior to paying. Both my issue & the medicine I currently take were listed as available options. I chose GoodRx for ease, convenience & allusion to time saving they describe. Paid both membership fee & fee for visit. Submitted intake questions. Nothing happened. Fine print then changed to state something much different than what was promised to entice my business. Only AFTER I paid them, and submitted questions, expecting to be connected to healthcare provider, did it THEN say my wait could be up to 4 hrs before anyone even looks at questionnaires. That was it. No further instruction on whether patients should wait for a response inside the chat session or close the window. Nothing. Turns out it isn't even a chat window. Just designed to appear as such. Not knowing this, I left the window open since closing a chat window will end the session, on most platforms. Continued checking back over 4 hrs, but nothing ever happened, at all. Finally, an email came stating they viewed my case but medicine I currently take was not on formulary so cannot be prescribed. This, despite I'd already done due diligence to make sure my current medication was listed on their drop-down list of medicines they stated to prescribe. Email instructed me to go buy over-the-counter ointment I'd already stated in questionaire that I'd failed on due to a sensitivity. They kept my money despite the lies. False claims to get $s then changed their claims, and provided no service.
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/12) */
  We're sorry to hear that your GoodRx Care experience was not the best, *******. Sometimes our providers feel the best care you can receive is from an in-person provider. Additionally, our refill service is limited to certain prescriptions our providers are able to refill via telehealth. We do offer a 100% Satisfaction Guarantee and have refunded your visit fee. Please note refunds do take 5 to 10 business days to process depending upon your bank. If you are looking for more details on your appointment please give us a call at ************ and our GoodRx Care team will be more than happy to help.
  
  
  Consumer Response /* (2000, 7, 2023/01/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for the timely response and refund of my visit price. I do hope you will also remove such misleading items from your pre-payment marketing. I did notice that an alert has been added, since I reported the problem, which will tell other patients that ***************** cannot be prescribed. That is progress, and I appreciate that measures are being taken to prevent other patients from wasting time and money, plus being left to feel they were misleaded. I do suggest you also change other misleading statements which suggest that patients will be connected to a healthcare provider. That isn't accurate either. The reality was actually very long delays, never a connection to a healthcare provider, platform designed to appear as a 'chat session' when it actually isn't, and no instruction at all on how you'll be receiving said results & decisions from healthcare provider. Also, please be careful making recommendations for treatments which were clearly stated to have been tried and failed, due to a sensitivity to the product. This is what happened to me. It was a topical treatment ***************************************************************************************************** but for other patients, if a recommendation is made to use a treatment they have known sensitivities to, outcomes could be far worse. As stated before, I only complain here for the protection of other patients. Thank you for your consideration, and efforts toward progress.