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Business Profile

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GoodRx
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/06/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 11/28/2022 I qualified for a $7.00 reward from the GoodRx rewards program. The reward results from using the GoodRx daily checkin program. Each day a member records that they took their prescriptions on the GoodRX website and receives 100 points. When the required total of points is achieved a reward email is issued that can be spent with various merchants ie Amazon. I have been pursuing GoodRX via email, in accordance with their process, since they failed to provide my reward email on 11/28/22. They, ****, simply continue to email they have a technical problem with their reward system. There appears to be no resolution; no estimate of when it will be resolved.

      Business Response

      Date: 01/27/2023

      Hello ***,

      Using the information you provided here we were able to find your information our system and escalate your rewards issue to the correct teams. After further investigation, we are going to apply **** rewards points to your account for you to redeem, in place of the points lost in November 2022. In the next coming weeks you should receive an email from our team with further details and next steps. Please note this process will take at least 2 weeks to complete. Please let us know if you have any questions or need any assistance.

      Thank you,

      GoodRx

    • Initial Complaint

      Date:01/04/2023

      Type:Product Issues
      Status:
      Answered
      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, the day i was charged Jan 4th, 2023, but they do not want to refund me my money back. I don't use the app anymore so it's just a waste of my money.

      Business Response

      Date: 01/24/2023

      Business Response /* (1000, 5, 2023/01/10) */
      Hello *****, using the information above we were able to locate a second account we had on file for you. We have cancelled it, refunded the charge on the account, and have removed your card information from our system. The refund should process in 5 to 10 days, depending upon your bank. Please let us know if you have any other questions or need further assistance.

    • Initial Complaint

      Date:12/31/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Paid for first visit for a simple *** What they prescribed didn't work. Then they prescribed a medication I found out I was allergic. They refuse to send another script so I had to pay for another visit. It's taken days and still no prescription for the *** or the discomfort. They told me to get something over the counter. Still waiting for a response. This company is unreliable and has patients waiting days for help. There is no way to contact them except messaging which is not live so your going back and forth with no solutions. Honestly this company should not be allowed to treat sick people.

      Business Response

      Date: 01/26/2023

      Business Response /* (1000, 5, 2023/01/06) */
      We're sorry to hear your GoodRx Care experience was not the best *****. We can of course issue a refund as part of our 100% Satisfaction Guarantee. We were able to look up your information in our system with what you have provided here. You should see a refund process back on to your card in 5-10 business days, depending upon your bank. If you wish to discuss your appointment details please give us a call at ************ and we'll be happy to help. We are available Monday through Friday from 6am to 7pm PST, we have delayed hours on the weekend and recommend you message us through the app center Saturday through Sunday. Please let us know if we can be of further assistance.

    • Initial Complaint

      Date:12/27/2022

      Type:Billing Issues
      Status:
      Resolved
      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 been contacted multiple times to cancel our account and they assure me it's taken care of but the charges continue. For the past 3 months I've disputed the monthly 9.99 charge with my bank, they investigate and refund my money however it locks my debit card and another has to be sent to me. This has happened three months straight and they continue to charge me. Truist has done great getting the money back each monthly but goodrx is not doing their part in cancellation.

      Business Response

      Date: 01/11/2023

      Business Response /* (1000, 5, 2023/01/04) */
      Hello *******, we are sorry you've experienced trouble while trying to cancel your GoodRx **** Account. We were able to locate an account using the information you provided here; the account was attached to the email ************************. We have since cancelled the account and have removed your card's information from our system so you shouldn't see any further charges. Please let us know if we can be of any further assistance.


      Consumer Response /* (2000, 7, 2023/01/10) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      ******** acknowledged the account has now been cancelled.

    • Initial Complaint

      Date:12/22/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Hello. I just called the GoodRx **** customer support line (twice) and was told by both customer service reps and supervisors that your website and ******* app do not have a purchase history option, only the ****** app. Your customer service reps would not email me a copy of our purchase history either, stating we just needed to go through our pharmacy to figure this out.

      This is unacceptable. We use multiple pharmacies and need to look at our purchase history to determine whether to keep GoodRx **** or not. And your own membership terms and conditions state that **** members have access to the purchase history on your WEBSITE.

      If we cannot access our purchase history, we believe we are owed a refund of our GoodRx membership fees which began on 5/11/21. Not only has the fee DOUBLED this year, but we cannot use a critical feature which was represented to us to be available.

      I did submit a report through your customer service rep today, but wanted to follow up separately as well. Please let me know if we have been advised incorrectly, whether this feature will be added immediately and if we will be receiving a refund.

      Thank you.

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

      Business Response

      Date: 01/11/2023

      Business Response /* (1000, 5, 2023/01/04) */
      Hello ****, we are sorry for any confusion and inconvenience. The GoodRx app and Website are undergoing updates, and currently only the GoodRx *** app lists the purchase history. Our Advocacy team reached out to you via the phone to explain we are working on adding this feature back to our website and ******* apps. We have refunded 6 months of previous membership fees and have also emailed you screenshots of your purchase history, for both you and your husband. Please let us know if you would like these emails resent or if we can assist you further.


      Consumer Response /* (2000, 7, 2023/01/10) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you for the response. I hope the updates are forthcoming soon.

    • Initial Complaint

      Date:11/26/2022

      Type:Billing Issues
      Status:
      Resolved
      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 joined the Good Rx family plan to save on monthly prescriptions. Good rx has charged my cc $19.99 every month since august 2021. I have entered all the correct info online and have wasted countless hours speaking to customer service members who assure me each time my account is fixed and will refill 3 separate scripts of same drug for each of my 3 sons. Not ONCE in the 15 months of paying for this service has Good Rx delivered. Every time I try to order the refill for each of my sons, the website says all good, rx will be delivered on xxx however EVERY time about 45 mins later I receive one then 2 then 3 cancellation emails for each order I entered. It is infuriating! The site specifically shows 10 refills remaining for each child's account. I cannot call again and get the same run around. I just want to resolve this by GoodRx refunding my $299.85 they have collected in monthly charges and move on with a different vendor

      Business Response

      Date: 12/23/2022

      Business Response /* (1000, 9, 2022/12/19) */
      Hello *******,

      Thank you for getting in touch. We're sorry to hear GoodRx **** did not work out for you. We have successfully canceled your account. Your membership will end on December 28, 2022, after which you will no longer be charged a membership fee. After December 28, 2022, you will not be able to use your **** membership to receive discounts on your prescriptions. We refunded 8 charges for $9.99 and 8 charges for $19.99. You will also receive a refund notification in a separate email.

      You can continue to take advantage of our free coupons with or without a membership. Simply pull them up through our app or by emailing or texting a copy to yourself from ************** and show it to the pharmacist when you go to pick up your prescription.

      Please let us know if we can further assist!


      Consumer Response /* (2000, 10, 2022/12/19) */
      Good rx has promptly refunded all my charges. I am completely satisfied with this result. Case closed.

    • Initial Complaint

      Date:11/24/2022

      Type:Product Issues
      Status:
      Answered
      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 GoodRX Gold, which began as a trial, too many times now. Shortly after starting the trial I realized I wouldn't use it at all. I've cancelled it with the customer service line and been assured I would not be charged again. Yet here I am on Thanksgiving Day with another $19.99 charge for a service I haven't used once. It's absolutely ridiculous.

      Business Response

      Date: 12/02/2022

      Hello ****, we would like to apologize for any confusion and frustrations regarding your GoodRx Gold membership cancellation. We were able to look you up in our system using the information you provided here. It would appear your account has already been cancelled, the last day you will be able to access it is Dec. 13, 2022. It would also appear all charges on the account have been refunded. Please note refunds do take about **** business days to process, depending upon your bank. If these are not the charges that you are referring to, or you suspect you have another account on file, please provide us with either the email or member ID associated with the account so we may look it up in our system.

    • Initial Complaint

      Date:11/14/2022

      Type:Billing Issues
      Status:
      Resolved
      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.
      When I was*************** without health insurance coverage last year, I started a Good Rx membership to save on my prescriptions. I canceled this membership last year in November. I had secured ************** medical coverage. I have contacted the company now four times and they still keep billing my charge card every month. I file a dispute with my card provider and they reverse the charges, but Good Rx keeps billing me. My last contact with them they assured me this would not happen again. Then this Thursday they billed my card again. I'm fed up.

      Business Response

      Date: 11/23/2022

      Business Response /* (1000, 5, 2022/11/16) */
      Hello *******, we would like to apologize for the frustrations and the back and forth. We were able to locate an account using the information you have provided here. We have cancelled the account and have refunded all charges back through Nov. 2021. Please note refunds can take 5-10 business days to complete, depending upon your bank's processing times. We have also removed your card information from our system, and you should not be charged further. Please let us know if you have any questions or if we can provide any other assistance.


      Consumer Response /* (2000, 7, 2022/11/22) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:11/03/2022

      Type:Product Issues
      Status:
      Answered
      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.
      In January 2022 I decided to give Good RX Gold a try after confirmation on their website of the cost of my ****************** medication would be $18.00. I went out of my way to**** pharmacy to take advantage of the $18.00. Unfortunately when I picked up my prescriptions I was charged $76.00 and found that**** quit supplying the brand my Doctor ordered. If**** stopped carrying a prescription why wouldn't Godd RX in this time of computers not know this.I went home and cancelled my Gold account on line as instructed. Today my husband advised me that our card is still being charged. I would like a refund of all monies Good RX collected after cancellation.

      Your help regarding this matter is sincerely appreciated.
      ***************

      Business Response

      Date: 12/08/2022

      Business Response /* (1000, 5, 2022/11/07) */
      Hello******, thank you for reach out to us about this; we're sorry for any confusion this has caused. We were able to locate and cancel you account using the information you provided above. We have also processed refunds for all charges on the account as well as removed your card information from our system. Please note refunds can take 5 to 10 business days to complete, depending upon your bank. If you have any other questions or need further assistance, please let us know. We're happy to help!

    • Initial Complaint

      Date:10/29/2022

      Type:Product Issues
      Status:
      Resolved
      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 is my second complaint filed on line about not receiving my rewards weeks ago. No reply back or not fixed on my rewards page

      Business Response

      Date: 11/09/2022

      Business Response /* (1000, 5, 2022/11/01) */
      Hello ********, we understand the rewards issue is causing you some frustrations and would be happy to look into this further. We have sent you an email to collect some information we will need to get started. Please respond to the email at your earliest connivence.


      Consumer Response /* (2000, 7, 2022/11/04) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      As long as they fix the problem then I'm happy

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