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

  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

• 

  Vitacare Prescription Services, Inc.

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

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:10/29/2022

  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.

  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

• Initial Complaint

  Date:10/22/2022

  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 was charged for a goodRX***** plan that I didn't authorize payment on and didn't want the service and haven't used the service any. I haven't been able to get a refund. I received a notification telling me that my card had been charged $9.99 for a***** plan subscription that I wasn't aware I was going to be charged or that I was supposed to have the subscription. I have canceled the subscription but haven't been able to get a refund. I'm just frustrated about the whole situation and that I even have to deal with this. They should have it setup better in my opinion. I don't think they should be allowed to keep doing it like that. It seems the same thing has happened to a lot of people and alot of them have had trouble getting their refund. It seems as if it's almost policy for them to do people like this and just hope that a certain percentage of them end up keeping it so they can make money and that's not right. There should be some kind of penalty or something or what's to keep them from continuing to do business this way. It seems obvious to me that if they do business this way and they're not held accountable and face no consequences when it happens, why would they not continue to do it. Jus because they know here and there they can get an extra customer or some more money.I think they should pay me for my trouble and time having to deal with this. In my particular situation I already had the money intended and committed to something else, so when that was taken off my debit card unexpectedly I had to pay a penalty on something else. So it cost me more than just not having the money at the time and having to deal with this. I don't have any extra or excess money on my card where I have room to have something like that happen without it causing me more financial problems. If I thought I could actually get it I would demand that they paid me extra for what I had to pay. And I'm having to get on here and do this just to hopefully get back my refund.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/27) */
  Hello ****, we were able to locate the account using the information you provided here. We were able to confirm that your account has been canceled; we have refunded the charge and removed your card from our system. Please note refunds do take about 5-10 business days to process, depending upon your bank. If you need any further assistance please let us know.

• Initial Complaint

  Date:10/16/2022

  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.

  Need a refund for paying for a service that was never provided.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/18) */
  Hello******, we would be happy to look into this for you. Could you please provide us with the date and charge amount? Once we have that info we can start the refund process.

• Initial Complaint

  Date:10/14/2022

  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.

  I tried out good RX on a 30 day trial membership and have been trying to cancel for months getting the runaround online even though I sign in I've been charged the $9.99 every month in the meantime I was directed to call the number and the operator on the phone representing good RX says they can't find me because I'm not registered yet I have five monthly transactions debiting from my account to good RX I can login under good RX and it's the same bank account month-to-month but they can't find it to cancel it and they don't know where the charges are coming from this place is a scam this whole website is a scam all the people that work for them are scam artists I want my money back and I want my name off this list I've asked numerous times and I keep getting the runaround.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  We would like to apologize for the frustrations, *********. We were able to find an account tied to your address but under a different name. We have cancelled and refunded all charges on the account, please note refunds do take about 5 to 10 business days to process depending upon your bank. We have also removed the card information from our system and you shouldn't see any further charges. Please let us know if there is anything else we can assist you with further.

• Initial Complaint

  Date:10/12/2022

  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.

  This is a classic example of Good Rx Bait & Switch:
  
  I downloaded the Good Rx app looking for Aspirin 81 mg (Baby Aspirin). I saw that I could go to the CVS pharmacy in the Target Store at ************************************ When I arrived at the pharmacy and showed the pharmacist the $1.00 price for a bottle of 36 aspirins, I was told that I need to have my doctor write a paper prescription and then come back. On October 4th, I called Good Rx at ************ and asked for an explanation because the instructions on the app said to have a paper prescription. I got the prescription from my doctor. I also requested that a supervisor call me back to find out why an OTC would need a prescription to get the $1.00 price.
  
  On October 7th, **** from Good Rx called ************** to advise that their coupons for OTC medications are such that the providers are in contract with pharmacies directly which is why I need a prescription to fill the medication and get the Good Rx discount. I have a recording of ****'s message. Ticket *********
  
  On October 12th, my doctor finally found a pad of prescriptions and wrote it out for an OTC aspirin, 81 mg.
  I went back to the pharmacy to get the aspirin, pulled up the Good Rx coupon on my app, and to my shock, found out the price had jumped to $3.56. I asked the pharmacist about this and she said, "that happens all the time. Good Rx changes prices whenever they want." Nothing is noted on their site that this is the way they operate.
  
  I went home and called Good Rx and spoke to***** and told her about this. She said that yes, prices can change at any time. I told her I wanted to speak to another supervisor.***** continued to ask me if I wanted to upgrade to Gold and pay more money!!! I told her if I can't trust Good Rx to have the integrity to honor their prices listed on the app, why would I pay more to get the same horrible treatment, and continue to bait and switch?
  Thank you
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/14) */
  Hello*******************, we hope to help clear up any confusion regarding the issues you listed. GoodRx offers a prescription coupon service, we provide coupons for prescription medication. You must have a prescription to use a GoodRx coupon, we explain this on our "FAQ" page, third question down: ******************************************************** As well as on our "How to use a GoodRx coupon at the pharmacy" page here: ********************************************************** We can also understand the frustration that coupon prices are subject to change. Unfortunately, pharmacy cash prices fluctuate frequently--daily, weekly or monthly, and while we are able to provide prices for comparison, we do not have control over the prices. If you would like you can read more about that here on one of our support pages: **********************************************************************************-****************** We would like to thank you for this feedback and while we do list some of this information on our coupon page, below the specific coupon, we will look into making this information more visible moving forward.

• Initial Complaint

  Date:10/09/2022

  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 got the gold subscription on a trial and was charged for it for goodness knows how long until I noticed and cancelled today. I'd like to get my two most recent payments refunded if not all of them as I have never used the app nor needed it for my prescriptions.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Hello ******. Using the information you have provided, we were able to locate, cancel, and refund all charges on your GoodRx account. Please note refunds do take about 5 to 10 business days to process, depending upon your bank. Please let us know if we can be of any further assistance.

• Initial Complaint

  Date:10/09/2022

  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 schedule a ********** visit from their site and paid upfront $39, they advertised to provide a prescription sent to my pharmacy after consult. The nurse practitioner (seemed like an automated message- i was told that they cannot help and I needed to go to urgent care to be seen IN PERSON and they wont be able to prescribe any medicine. I asked to be reimbursed since they were not able to treat or do anything on the ********** chat. They did not respond to my messages or questions. Feels like a scam.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/12) */
  We're sorry to hear that your experience was not a positive one, *****. Sometimes our providers feel the best care you can receive is from an in-person provider. We do offer a 100% Satisfaction Guarantee and would be happy to refund your visit fee. We looked up your appointment details using the information provided here and It seems your most recent visit from Oct. 9, 2022 has already been refunded. Please note refunds do take 5 to 10 days to process depending on your bank. If the appointment you are referring to is not associated with the email listed here, please provide us with the correct email so we can take the next steps in issuing your refund. Thank you.

• Initial Complaint

  Date:10/07/2022

  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.

  For three days I have asked for GoodRx to refill my prescription. They very obviously are purposely avoiding doing it to the point where they are sending prescription refills for items I didn't even ask for. I have been unable to get help and each person puts it off to the next. All of this is in writing through their chat feature.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/10) */
  We're sorry for the frustrations and negative experience ***********. We would like to get your refill squared away as soon as possible, please give us a call at ************* Please note, we will have to take some medical information down during this process, which is why we suggest you call on our secure line.

• Initial Complaint

  Date:10/01/2022

  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 cancelled my goodrx account around july or august as i only needed to use it once, and as it was shown in the screenshot of my email I stopped receiving the emails because I unsubscribed from the program. However, this past tuesday I was charged again for the subscription even though i had cancelled it a month prior. I do not understand why I was still charged and do not want to continue being charged in the future.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/05) */
  We would like to apologize for the frustrations Sydney, we were able to locate and cancel your GoodRx account using the information you provided here. We have also refunded all charges on the account; those should process back on to your card in about 5-10 business days, depending upon your bank. We have been sure to remove your card information from our system so you shouldn't see any further charges, if there is anything else we can help you with please let us know.

• Initial Complaint

  Date:09/29/2022

  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 requested an appointment with GoodRx for one of the conditions listed as treatable through their site. After my payment was collected, the nurse practitioner said they could not treat me and I needed to be seen in person. The chat was immediately closed and my request for the refund GoodRx guarantees was ignored.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/05) */
  We're sorry to hear that your experience was not the best, ******. Sometimes our providers feel the best care you can receive is from an in-person provider. We do offer a 100% Satisfaction Guarantee and would be happy to refund your visit fee. We were able to look you up in our system using the information above and show that a charge from Sept. 28, 2022, has already been refunded. If this is not the correct charge and you still need to be refunded, please provide us with the date of the charges and we'd be happy to move forward with your refund.