Business Profile

Coupon Services

GoodRx

Complaints

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

Customer Complaints Summary

250 total complaints in the last 3 years.
67 complaints closed in the last 12 months.

If you've experienced an issue

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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:11/04/2024
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 redeemed 3000 points on 10/29/2024 for a specific prescription at ****************. That was for $3 off. This is what GoodRx emailed me: Every drug has a unique code which is called NDC (National Drug Code). Even though they are the same medication they have different NDC numbers. The pharmacy dispensed drug with NDC ***********; however, the coupon with the extra $3 off was supposed to be for NDC ***********. I walked to and from this pharmacy and heres what I found out: Just following up NDC *********** is the only one available and has been the only one ******* could fill since June 2024. NDC *********** is not available and hasnt been since JUNE 2024, 6/2024. I want my $3. Either give me my ***** points back or give me $3. I walked back to ******* and the pharmacist looked this up for me. The coupon I redeemed on 10/29/2024 was for an NDC code that is out of stock and will not be coming back. Please give me my points back.
Business Response
Date: 11/05/2024
Thank you for reaching out about this, *****.
Using the information you provided here, we were able to locate your account and your correspondence with our support team. We would like to apologize for negative experience and our support team has added 3000 rewards points on to your account. Additionally, we will be sharing the price listing details for our internal teams to review.
Please let us know if we can be of any further assistance, we are happy to help!
Initial Complaint
Date:10/24/2024
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, a consumer prescription discounter developed a mobile application for locating and pricing prescriptions available at various local pharmacies in the application user's area. On October 23, 2024, I researched a prescription and was presented with numerous pharmacies and prescription costs where I could purchase. Several of the options offered a "Welcome Offer". This amounted to $10 off of the prescription price. On that basis, I chose a pharmacy and provided the doctor's prescription and the various GoodRx codes as instructed by the application. When I went back to pick up the drug, I did not get the discount. I was told by the pharmacy that they entered the information I provided and that was the price. I then contacted GoodRx's customer service. I was told that the "Welcome offer" only applied to the first prescription filled since opening an account with **********************. While I understand that is their explanation, there were not terms listed or explanation of the discount on the application. Further, I was logged in to the application so the software could have determined that it was not my first filled prescription, yet it still showed the discount. Adding insult to injury, I chose the pharmacy that would have one of the lowest prices after discount but paid more than other non-discounted prices offered at other pharmacies. This left me annoyed and feeling like I was an unwitting participant in a "bait and switch". There was no way for me to know that the cost I would be charged was different than what I was quoted. The GoodRx customer service supervisor just kept apologizing and saying that my account had been opened since 2003 and I filled a prescription in July of that year. I presented the facts to him (the app gives no terms or description, they say that the discount is only for the first prescription filled, I had a prescription filled previously) and requested written explanation for this discount be sent to my email but they refused.
Business Response
Date: 10/25/2024
Hello *****,
We were able to locate your call in our system and can understand where your confusion may have arisen.

As a customer since 2023, the welcome offer cannot be applied to your purchase, as it is intended for new GoodRx users creating their accounts for the first time. To qualify, you must create your GoodRx account before using any discount coupons or savings cards. Please note that the additional discounted promo pricing is not available for multiple uses of the same account, and only one promotional offer per user is permitted.
Specific to your coupon, the $5.11 price appears as part of a special "Welcome Offer." When you select this coupon, you should see a blue banner labeled "Exclusive welcome offer," along with bold teal text indicating an extra discount. Below this in black, it states "First fill, then $__ on refills*" to signify the price without the exclusive offer.
We appreciate your feedback and will share it with our team to improve the visibility of these distinctions.
Initial Complaint
Date:10/21/2024
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 signed up for a free 30 day trial of GoodRX Gold for prescription drug discounts in Dec 2023. I had a free GoodRX account already. I had to enter my credit card information. I cancelled the Gold account before the 30 day Gold trial was up. I then became seriously ill with a bacteria infection that made me bedridden. I required treatment for approximately 2.5 months I completely forgot about the GoodRX account since my new Humana healthcare plan kicked in with prescription drug benefits.Good RX billed me every month $9.99 since December 2023.I called ************ GoodRX customer service on 10-19-2024, in which I found thru an internet search. There was NO way in my free GoodRX account to contact customer service. The ********************** agent said they will only refund 6 months $59.94, not back to Dec 2023 which would be 11 months $109.89. When I log into my free GoodRX account using my phone number through the online app with my phone, there is no way to see my account history. But I have no GoodRX history, since I use my Humana healthcare plan drug benefits.Good RX uses the excuse I can't see my account history since I don't login to my GoodRX Gold account with the email address provided when I setup the GoodRX Gold account. But I cancelled the GoodRX Gold account and the online app allows login with only Name and phone number. I stopped using that ****** email address used to set up the Gold Account and there was no reason to consider that anyway, since I has already cancelled my GoodRX Gold account back in December 2023 and was getting my drugs thru Humana.
Business Response
Date: 10/22/2024
Hello ****,
Thank you for bringing this to our attention, we would like to apologize for any frustrations. Using the information you provided here, we were able to locate the account and can confirm it has been canceled. We will also be providing you a refund for the months of December 2023 through October 2024. Please note refunds can take 5 to 10 business days to complete, depending upon your bank's processing times. If you have any questions, please let us know we would be happy to help!
Customer Answer
Date: 10/23/2024

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:10/21/2024
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 cancelled this subscription over 6 month ago and they are still taking 9.99 out my account every month I called them to do a verbal cancellation, and they keep putting me on hold hoping i would hang up. when I don't, they disconnect from me.
Business Response
Date: 10/22/2024
Thank you for bringing this to our attention, *****.

Using the information you provided we were able to locate the account you cancelled. Unfortunately, we had a duplicate account on file; both were under the email address ********************* The cancelled account was linked to a credit card ending in 6403, the other open account linked to a card ending in 8941. We will be cancelling and providing you with a full refund for the account linked to the 8941 card. We will also remove both cards from our system. Please note refunds can take 10 business days to complete, depending upon your bank's processing times.

We would like to apologize for the confusion and frustrations, *****. If you have any other questions or concerns, please let us know. We'd be happy to help!
Initial Complaint
Date:10/14/2024
Type:Billing 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 attempted to utilize Good RX Care last June 2023. The activity would not go through, yet I was still charged 2 fees even though NO services were ever provided. I have contacted the company NUMEROUS times, and have contacted my credit card company numerous time about this repeated charge they attempt every month and I dispute it every month.Contacting the company has been unsuccessful by myself and the credit card company. They continue to charge the account even though I dispute it every ************* refuses to stop.
Business Response
Date: 10/14/2024
We apologize for the delay in resolving the issue you have encountered, Charlotte. We have successfully located your GoodRx Care account, processed a refund of $9.99, canceled your subscription, and removed your credit card from our system. Please note that the refund will take 5-10 business days depending upon your bank. If you require additional assistance, please feel free to contact us.
Customer Answer
Date: 10/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22413098, and find that this resolution is satisfactory to me.

Sincerely,

Charlotte Mohlman
Initial Complaint
Date:10/09/2024
Type:Billing 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 have tried to cancel my good rx gold account for years now. My ex girlfriend created an account and charged it to my credit card. I do not have access to this account as we are no longer together. Upon numerous attempts to contact goodrx they have been unable to stop the reoccurring charges to my citi credit card. The card number is the one ending in 5953 The account could be saved under a person named ******* ********
Business Response
Date: 10/09/2024
Hello, Sean. Our GoodRx Gold support team made several attempts to contact you on September 27 and 28, 2024, regarding your recent inquiry. It’s important that we assist you with this matter, so please reach back out to our support team at your earliest convenience. You can call them at 855-487-0694 and provide the ticket number #4476440 for reference. The team is available Monday through Sunday, from 6 AM to 9 PM CT.
Customer Answer
Date: 10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22399023, and find that this resolution is satisfactory to me.

Sincerely,

Sean Lucas
Initial Complaint
Date:10/07/2024
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.
You did not provide any services that I paid for and have yet to recieve any messages. I want a refund asap. This company is definitely a fraud.
Business Response
Date: 10/07/2024
Hi, Sarita! Our GoodRx Care team has confirmed that your visit yesterday was canceled and you were not charged. If you would like to complete a visit, please visit https://goodrx.co/goodrxcare. Please note that it may take up to 4 hours to receive a response during normal business hours, Mon-Fri 8 AM - 9 PM CT, and 8 hours outside of normal business hours. If you have been waiting longer than the stated hours, please give our GoodRx support team a call at 888-799-2553. They’re available Mon-Sun, from 6 AM to 9 PM CT.
Initial Complaint
Date:10/04/2024
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.
Members of the GoodRx gold club. And when I went into use my benefit, the GoodRx system and codes kept getting rejected at the pharmacy so I was unable to get the medication. Its just very frustrating that I cant get any answers and yet I am paying for a membership that I dont get the benefits of. Im still waiting for a return phone call and I spent about an hour yesterday on the phone and they could not figure it out themselves at GoodRx. Very disappointed with the customer service and theyre inability to honor the agreement that we have I would like this resolved immediately , as this medication is necessary I am paying for this program
Business Response
Date: 10/04/2024
Thank you for bringing this matter to our attention, ******.
We have reviewed the information you provided and successfully located your call in our system. Upon further investigation, it appears there may have been a minor error when entering the coupon into the pharmacy's system. Additionally, please note that the $14 coupon is applicable only if the medication has prescribed to a human. The supplier restricts the sale of this medication to people only. If the medication is intended for a pet, a different coupon linked to a different supplier may be necessary, which could result in a change in price.
We sincerely apologize for the delays and any frustrations you experienced during this process. Our customer support team will be reaching out to you with further details and to address any questions you may have. If you have additional inquiries, please feel free to call us at ************ and reference ticket ##*******. Our team is more than happy to assist you.
Customer Answer
Date: 10/07/2024

Complaint: 22371081

I am rejecting this response because:
The plan we signed up for INCLUDES pet medication. No where in the sign up information does it state what youre claiming. You lie and scam people! And refuse to honor the coupon!
Sincerely,

****** ********
Business Response
Date: 10/09/2024
Thank you for getting back to us, ******. Our customer support team attempted to reach you at three different times on Friday, October 4, 2024. At their final attempt, they left you a voicemail. Youre welcome to call us back at ************ and provide the agent with your reference ticket #*******, so they can review the issue with you directly.
Customer Answer
Date: 10/09/2024

Complaint: 22371081

I am rejecting this response because:
I have not Received one voicemail from you. So I dont know what youre talking about. You guys are scammers who take advantage of people. You dont honor what you say youre going to and you need to be held accountable.

Sincerely,

****** ********
Business Response
Date: 10/10/2024
We encourage you to give our GoodRx customer support team a call back at ************, ******. Please provide the agent with your reference ticket #*******, so they can review the issue with you directly.
Initial Complaint
Date:10/02/2024
Type:Billing 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.
To Whom it May Concern:I learned yesterday that GoodRx Gold has been charging my credit card unbeknownst to me since November 2023, I happened to notice a transaction made at 1:15am ET for $9.99 and did not recognize the purchase. When I researched further, I found I had been charged $244.43 from November 2023 through September 2024. Below are the charges I did not authorize:11/23/23: $59 12/11/23: $59 12/25/24: $19 12/28/24: $19 No charges *************** 2024.4/28/24 - 9/28/24: $9.99 each month The November charges were around the holidays when I had many charges and didn't notice. I use the credit card for many purchases and did not notice the other transactions in 2024 either.I called GoodRX at the number on my **** statement ************** on 9/29/24 and they said they could not access my information with only the last four digits of my credit card, my phone number and my name and requested my email and zip code. I was nervous about providing too much personal information so entered my email on their website to see if an account could be found. GoodRx sent a verification code to my email that I used on the website and my email is not linked to an account. Therefore, my email address would not be helpful for GoodRx to locate my account. Te representative asked me to call back the next day when someone with additional permissions could try to access my account.When I called back on 9/30/24, the representative said he needed the expiration date on my card and my date of birth to locate my account. This is suspicious as the exp. date is only used for new purchases. I am not comfortable providing my DOB. My credit card company can only take care of the last 6 months of charges, but not the $184.89 from 2023. This company has fraudulently charged my account and has admitted they do not have a record of my account after I finally shared my email address. They should provide me with a credit for the false charges.
Business Response
Date: 10/03/2024
Hello *********,
Apologies for the confusion and frustrations; and thank you for providing detailed information. We were able to track down your call with our support team, and based on that conversation, we identified a GoodRx Gold account linked to the email **********************************.
We will be providing you a full refund for all charges and removing your card from our system. As this refund is a larger amount, it may take up to 10 business days to complete, depending upon your bank's processing times.
If you have any other questions, or need further assistance, please let us know. We'd be happy to help!
Customer Answer
Date: 10/07/2024

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 with one clarification - I had found additional charges on my account that were not visible in the portal when I sent my original complaint. Below is a summary of all charges from GoodRx in the context of this complaint:

Date Amount
11/23/24 $       59.00
12/11/23 $       59.00
12/28/23 $       19.00
12/28/23 $       19.00
12/28/23 $       19.00
12/28/24 $         9.99
1/1/24-9/28/24 $       ***** ($9.99 each month)
1/31/24 $       19.00
2/1/24 $       19.00
2/1/24 $       19.00
TOTAL $     331.90

Sincerely,

********* ****
Initial Complaint
Date:09/30/2024
Type:Delivery 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 paid for an online appointment that advertised same day prescription pick up for Ed ********** This was LAST THURSDAY at 12:36 in the afternoon. They have just been dragging their feet and definitely did not even come close to their claim. Erectile Dysfunction Same-day prescription for ED *********** Discreetly delivered or pharmacy pickup.
Business Response
Date: 10/01/2024
We're sorry you had a bad experience with GoodRx Care, *****.
We understand your frustrations and appreciate your patience; unfortunately, 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. As part of our 100% Satisfaction Guarantee our team should have followed up with you and provide a refunded your appointment fee. Please note refunds can take 5 to 10 business days to complete, depending upon your bank's processing times.
If you have any further questions about your appointment please let us know.
Customer Answer
Date: 10/04/2024

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,

***** ******

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