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

  
• 

  Vitacare Prescription Services, Inc.

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

• 

  GoodRX Care

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

• 

  GoodRx

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

  

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:08/19/2022

  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 twice in the month of August for a subscription that I thought was canceled months ago, which resulted in two overdraft fees from my bank. They refunded the the charge but not my bank is stating it's their responsibility to refund me for the overdraft fees not the bank. I tried to call and get help and was told the supervisor would be calling me back in 5 minutes which didn't happen.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Hello ******,
  
  We're so sorry for the inconvenience! Unfortunately, we are only able to refund the charges that that were originally processed. We'd recommend reaching out to your bank for additional assistance.
  
  Best,
  GoodRx

• Initial Complaint

  Date:08/17/2022

  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 placed an order with GoodRxMedicine on Tues, August 9th. At the time of the order, I had every reason to believe I was purchasing something from a US company. I felt strongly about that because:
  a/ The items I purchased were marketed on their website (the website had a ".com" TLD with no country code, and in subsequent text messages, as items being sold for USD.
  b/ There was no mention that the purchase would incur a 4% Foreign Transaction Fee.
  c/ The invoice shows that the items purchased were being shipped by *******************
  
  In addition, I asked for Expedited shipping, and believed I was getting that, but the invoice stated the items were being shipped using a Table Rate.
  
  It was not until I asked for an estimated delivery date (when I was told that it would be ~3 weeks that I was informed that the item was being sent FROM *****. There was no 'expedited shipping' as promised (even by international shipping standards). and there was no way the item would arrive in the 2-3 days I expected. I also incurred a 4% Foreign Transaction Fee.
  
  I explained my issues via text, but the person representing the company refused to believe that there was anything improperly handled. (I have included the text exchange on the Supporting Documentation.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Hello *****,
  
  We have no affiliation with the company*****************. We can see how there would be a mix up as our names are similar but we unfortunately will not be able to assist you with this issue as we are a separate entity.
  
  Best,
  GoodRx

• Initial Complaint

  Date:08/02/2022

  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.

  They took my money then refused to help with my symptoms. They are scammers to say they will get you to tell them your issues then pay then say they can't help so then robbing consumers and not helping! Scammers
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Hi ****,
  
  We're sorry you had a bad experience! As part of our 100% satisfaction guarantee we have issued you a refund for your appointment. You should see the appointment fee returned on to your card in about 5-10 business days, depending upon your bank. Please let us know if we can help you with anything else.
  
  Best,
  GoodRx

• Initial Complaint

  Date:07/26/2022

  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.

  Gold RX Nurse Practioner ****************** ******************* charged for an office visit and then would only refill 1 ***** medication unless i paid for another visit. She wanted to be paid for 3 visits to have 3 ***** medication refills sent to the pharmacy. I refused to pay for 3 visits to get my refills. But that nurse practioner and Gold RX should not be charging patients per prescription needed. And if that's the case they need to say that up very clearly that only 1 prescription per visit will be given. Because anyone over 30 with maintenance refills would have to go elsewhere. So now I've paid for a visit, signed up for membership and been mislead and treated dishonorably.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello *******,
  
  We would like to apologize for the frustrating experience. We have refunded your GoodRx Care appointment and you should see the funds back on your card in about 5 to 10 business days, depending upon your bank. Please let us know if we can assist you further.
  
  Best,
  GoodRx

• Initial Complaint

  Date:07/25/2022

  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 received an offer from Good RX for a $10 Gift Card. I went on their website and registered, then had a script filled at *** as instructed to do. Hearing nothing and having the pharmacist tell me she did not know anything about it, I called and was told it would take 6-8 weeks to receive the GC by email. I marked 7/15/22 as the 8 week timeline for service and waited. Nothing came! I called again 7/21/22 and spoke to an agent, who said he had no infor bur I should call ***** card, as they were the fulfillment agents, not Good RX as advertised. I was given a non working # for *****,, but I sent them an email, and heard back that they would need an order #to look into my request, which Good RX did not provide me. So here I am, stuck w/out the promised Gift card! Was this simply a scam by Good RX to bring them business? Seems like it!
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/04) */
  Hello ******
  
  We're so sorry for the inconvenience. A member of our Advocacy team has informed us that they have been in touch and emailed you a $20.00 gift card.
  
  Please let us know if we can help you with anything else.
  
  Best,
  GoodRx

• Initial Complaint

  Date:07/21/2022

  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.

  GoodRx engages in false advertising. In particular, their online advertising indicates that you can "Talk to a provider within minutes" and "Pick up your prescription same-day at your pharmacy". In fact, after taking your upfront payment, the only thing that arrives within minutes is an automated form letter, and it will take OVER FOUR HOURS to get a response from a provider. Moreover, because that response takes so long, it will be impossible for you to pick up your prescription on the same day. Furthermore, even after you have let them know that the wait has been too long to be useful for you and you have canceled the visit, they still charge you.

  Business Response

  Date: 07/25/2022

  Hello *****,
  
  We're sorry for the experience you had. We have issued a refund for your appointment as part of our 100% Satisfaction Guarantee. Please note refunds do take about **** business days to process depending upon your bank. If you have other questions please let us know!
  
  Best,
  GoodRx

  Customer Answer

  Date: 07/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  While this response addresses my specific case, I don't see any proposed changes to their advertising/website to make it more accurate. I feel like I have a responsibility to take care of other consumers who may be counting on them.

  Business Response

  Date: 12/14/2022

  While we do share details about GoodRx Care wait times on our website, please see link below, we do take feedback very seriously. We will relay your concerns to our team to better improve the overall customer experience moving forward. Thank you, for bringing this to our attention.
  ************************************************************************************************************

• Initial Complaint

  Date:07/18/2022

  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 cancelled my gold subscription in June but was billed again for it in July. When I go to the "membership" page, it shows that I don't have it anymore and offers the free trial. I just want a refund for the $9.99 and I don't want to keep being charged in the future.
  Thank you
  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/18) */
  Hello *******,
  
  We apologize for the inconvenience. We were able to locate your account and confirm its cancellation. We have also refunded the charge, you should see the return back on your card in about 5-10 business days depending upon your bank. If you have any other questions or need assistance please let us know.
  
  Best,
  GoodRx