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 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

• 

  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:09/23/2024

  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.

  The most expedient manner is to provide th original emaill to GoodRX regarding ************************ ER 50mg 90 tablets (Randalls):Email: "I copied a $26.83 coupon for the above medication. I spoke to ***************** and indicated that I would be using a coupon. I was told to bring it with me when I picked up the meds as opposed to providing it over the phone. The item was not in stock and when I picked it up the medication had been "rung up" for $36.83. The coupon that I had was no longer the original price but twice that amount. GoodRX was checked while I waited and I ended up paying $43.51. I question the "bait and switch" process and consider it unconscionable. Shame on GoodRX!"In a series of emails that followed I was informed that the $26.83 was for new customers or Gold members. I was on my account when I saw the coupon as a "special". There were no obvious parameters for the "special" so I went on the site the next day and copied the $36.83 coupon. Please note that in the past, I would copy a coupon and rarely present it on the same day. The store had rung the medication up for the $36.83 on the day before I was able to pick it up. However, to reiterate, on the day I did provide my credit card for purchase, the store was only able to process the charge for $43.51. This was a substantial difference from the original $26.83.

  Business Response

  Date: 09/23/2024

  Hello ****,  
  

  Based on the information you provided, we were able to locate your emails in our system. After reviewing that information and your screenshots, we can see where your confusion may have arisen. While $26.83 is listed among other prices, it is highlighted in green as it is a special "One-time offer" price. Unfortunately, this offer is only available for new customers; since our system recognize your email that was register in 2017, this welcome offer it is not available for you. We apologize for the confusion and disappointment this may have caused will share your feedback with our team to work towards ensuring this distinction is more visible.
  
  Regarding the price discrepancy you experienced; GoodRx prices are based on pharmacy cash prices which fluctuate frequentlydaily, weekly or monthly. This is why you had to pay more, $43.51, the next day.This explains the difference between the $36.83 coupon and the final cost of $43.51. To avoid any unexpected costs, we recommend checking the GoodRx website or app right before filling or refilling your prescription. For more details on pricing changes, please visit: **********************************************************************************************************************************************************

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22325483
  
  I understand the explanation for the "special" coupon. However, the pharmacy rung up the medication on the day they received the medication. They indicated to me that it was available and I picked it up the next day with a price of $36.83 on the printout attached to the medication. I provided my credit card and the item would only ring up for more money. This is not an acceptable way to do business and is tantamount to "bait and switch". I do believe that I will continue to address this issue. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/24/2024

  While we understand your frustrations, ****, GoodRx prescription discounts, coupons and prices may change at any time.

  GoodRx prescription discounts, coupons and prices shown are based on multiple sources, including published price lists, purchases, claims records, and data provided by pharmacies. The prices we show are our best estimate; while we believe our data to be generally accurate, we cannot guarantee that the price we display will exactly match the price you receive at the participating pharmacy. As prices are subject to fluctuation, you will have contact the participating pharmacy the day you pick up your medication for exact pricing. 
  
  For more information, please review our Terms of Use here: ***********************************************************************************************************************************************

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22325483
  
  I was reading other reviews and this was your response to someone who had the same complaint as mine;

  Hello XXXX, we're sorry to hear about the discrepancy; the price you see is the price you should expect to pay. Please give us a call so we may look into this and provide you with assistance. We'd be happy to help! We can be reached at ************, Monday through Sunday from 6am to 9pm CT."
  

  This response is diametrically opposed to the response I got. 
  

  
  **** ******

  Business Response

  Date: 10/03/2024

  Hello ****,
  
  We understand your confusion, and apologize for any misunderstanding about how pharmacy pricing works.  Just to recap, it looks like we have a few things which happened with this transaction that impacted the price.  First, the "special price" coupon stated that it only applied to users who create a new GoodRx account.  We are sorry to report that you did not qualify for that offer as an existing GoodRx account holder.  Second, as happens from time-to-time, the price at the pharmacy fluctuated between the time you viewed the coupon and when the medication was picked up.  That occasionally happens.  Unfortunately, GoodRx does not set pharmacy pricing, and these types of changes do happen without GoodRx's advance knowledge, since GoodRx is not the retailer.  You can read more about pharmacy price fluctuations here:  FAQ page about price changes.  
  
  Please note that if you ever get the pharmacy and experience a pricing discrepancy, you are welcome to call the GoodRx Patient Advocacy line for assistance at  ************.  Were available Monday through Sunday from 6am to 9pm CT.  We can often help troubleshoot these types of issues and provide guidance on how to keep the price of a medication down.  We can even try to help transfer your medication to a cheaper pharmacy.  
  
  However, after the medication is picked up and paid for, we are limited in the assistance that we can provide.  That is because the transaction has already taken place and GoodRx is not a party to that transaction.  Unfortunately here, GoodRx only received your inquiry after the prescription was paid for and picked up, so our options to assist at this point are limited.  
  
  Obviously, we want you to have the best possible user experience.  While we can't do anything about the amount paid at the pharmacy, we are willing to offer you a $25 Amazon gift card as a courtesy for your troubles.  Please let us know if we can assist you in the future.

  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,
  
  **** ******

• Initial Complaint

  Date:09/23/2024

  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.

  I paid $39 for a visit with the online doctor. I filled out a form. The doctor texted he was sending a prescription without speaking to me by text. I am on vacation in a different state than my license. I specified this in my message before I paid, I have reached out through email and message with nothing I want a refund. Terrible fraudulent company

  Business Response

  Date: 09/23/2024

  Hello ******, 

  Thank you for bringing this to our attention, we contacted our GoodRx Care support team to investigate further. Unfortunately, since you selected your state as Texas at the start of your GoodRx Care visit, they are unable to transfer your script to ******. However, per your request they have begun the process of issuing you a refund. Please note refunds can take 5 to 10 business days to complete, depending upon your bank. 
  
  Should you have any additional questions about your appointment, please message our GoodRx team through the message center. To protect your privacy, only our GoodRx Care team is able to review your appointment details. Please note that 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.  **********************************************;

• Initial Complaint

  Date:09/18/2024

  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.

  Since April GoodRX has been charging my credit card 9.99 a month, which I did not catch until July.. I called them and told them I did not order this and for them to stop it and credit me back, which they did for July and August. They said they were going to stop charging me. But they are still charging me, and they say they have no record of me or my credit card, But then how are they charging me! Especially since I never signed up or gave them my card information. I changed my credit card number and they are still charging me! How is this possible! Has to be fraud!

  Business Response

  Date: 09/18/2024

  We apologize for the frustrating experience *******, 

  After reviewing the information you provided, we were able to locate your calls in our system. However, we were unable to find any GoodRx accounts associated with the details you shared with our support team. Upon further investigation, we may have identified another account that could be linked to you. Could you please confirm if you have ever used a **** card ending in 2633? 
  
  If this does not apply to you, we would appreciate your assistance in providing additional information so we can conduct a more thorough investigation. Specifically, please share the last four digits of the credit card that was charged, the card brand (****, AMEX, **********, etc.), your email address or any email address you believe may be linked to the account, as well as the dates of the three most recent charges.

  We are committed to resolving this issue promptly and look forward to your response.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22293776
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/06/2024

  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.

  On 9/4/2024 I received an email from GoodRx claiming that I've saved $805 this year using their service. However, when I logged into my account, no history or record showing where or how I used their coupons to achieve those savings. I contacted GoodRx customer service, but they couldn't provide any information on how to find or verify these details. My complaint is that GoodRx is making unsubstantiated claims in their email without offering any way to validate those savings. This practice feels misleading and potentially fraudulent, as it seems they're baiting customers with made-up savings numbers to encourage more spending. This issue needs to be addressed.

  Business Response

  Date: 09/10/2024

  Hello ********,

  We regret that the recent email you received may have been perceived as negative. Our intention with these communications is to provide information and confirm the savings achieved through our services. To protect your privacy, your prescription and savings details are restricted, unfortunately rendering the data not accessible to our customer facing teams.

  We appreciate your feedback and will share it internally to enhance our service. In the meantime, we will remove you from our mailing list, and you will no longer receive similar emails.

  Thank you for bringing this to our attention.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22243407
  
  I am rejecting this response because: GoodRX has not provided a response as to how the information is rendered, or where I, the subject of the information, can find this information. Otherwise, it still appears to be a fabricated number/amount. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 09/27/2024

  Dear ********, thank you for reaching out. We have added your email address to our do not contact list. GoodRx calculates savings for each customer based on that customers annual transactions. For privacy and security reasons we cannot provide information related to a users accounts or claims via the Better Business Bureau. Please visit ************************************************************************** to learn more about how to access your information and privacy rights.

• Initial Complaint

  Date:09/03/2024

  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.

  The prescription provided by Goodrx was incomplete. CVS cannot fill the prescription as it is written. Goodrx had tried tried to call but cannot reach anyone. I asked to have it rewritten. Since they cannot fulfill my prescription I am asking for a refund of the $59 I paid them for the visit to get the prescription.

  Business Response

  Date: 09/04/2024

  Hello Shel,

  We sincerely apologize for the inconvenience you experienced with GoodRx Care. We have contacted our Care Support Team to investigate the issue further. Unfortunately, the prescription provided was incomplete, which prevented the *** location you selected from fulfilling it. Our team made several attempts to reach the *** Pharmacy to correct the script, but was unable to connect with a pharmacy technician. 

  On Sunday, we successfully forwarded your prescription to an alternative pharmacy of your choice, and it should now be ready for pickup at your convenience. We understand your frustrations regarding this experience and have issued a refund for your appointment. Please note refunds can take 5 to 10 business days to complete, depending upon your banks processing times. 

  Should you have any additional questions or require further assistance, please do not hesitate to contact our Care Support Team via the message center. **********************************************; We are happy to help!

• Initial Complaint

  Date:08/23/2024

  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.

  I am a retired municipal employee from *************. My retirement benefits include health insurance. The fiscal year for my benefits begins July 1st of each year. My insurance possesses a hundred-dollar deductible for prescription medications. As most people are aware prescription drug prices are excessive especially if you are on a fixed income. During the deductible stage of my yearly prescription cycle prices can be eight times the price that I pay after the deductible is settled. As such I looked for the best price to meet my budget I turned to Good RX. I found I could save the half the amount charged for my prescriptions. As the weeks went by and my prescriptions renewed, I found I was still obligated to pay four times or eight times what I would pay after my deductible was met. I was puzzled because according to my calculations I had met my deductible obligations. I contacted my insurance carrier only to be told according to their records I had not met my deductible. When I explained what had happened, I was informed that if I use Good RX none of those expenditures qualify towards my deductible. No where is this listed in any advisory or "contract" from Good RX. Basically, if you have health insurance and use Good RX during your deductible stage you will never meet your deductible quota, and Good RX will continue to discount your prescriptions even if you didn't authorize them to continue on and after your initial use. The public needs to be aware of this. Obviously Good RX prospered from my transactions, and I lost out on money towards my deductible.

  Business Response

  Date: 08/27/2024

  Hello ****, 
  
  While you may utilize the GoodRx alongside your insurance or ********* please be aware that GoodRx discounts cannot be combined with insurance coverage or any federal or state-funded programs such as ******** or ********* GoodRx operates as a coupon service providing discounts on the cash price of medications and is not considered insurance. For additional information, please visit: *************************************************************************-What-is-GoodRx-How-does-it-work

  When using GoodRx instead of your insurance, the amount paid will not automatically count toward your deductible. However, in some cases, your insurance provider may allow you to submit receipts for prescriptions purchased with GoodRx for potential reimbursement or to apply toward your deductible and other policy limits. For further details, please visit: **********************************************************************************************************

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22187605
  
  I am rejecting this response because: I do not have ******** or Medicaid.  The I have ********************************************** administered by the ************************** of Massachusetts. My point is that people should know that purchases made during their deductible period using Good RX are not eligible to counted towards said deductible. There should be a disclaimer.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/20/2024

  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.

  I have been getting my prescriptions from GoodRx pharmacy with a gold membership. Theyre now telling my prescription was lost and they arent a pharmacy and cant tell me what my membership is paying for

  Business Response

  Date: 08/23/2024

  Hello ******,
  

  Thanks again for contacting us to resolve this issue. We reviewed the information provided and discovered the problem: this order was not placed with a pharmacy owned by, operated by, or affiliated with GoodRx. Rather, it looks like you placed an order with The Good Rx Pharmacy, an independent, third-party pharmacy with no connection to our company. The phone number you mentioned on your medication bottle, **************, is associated with The Good Rx Pharmacy. Their website is thegoodrxpharmacy.com.  For assistance with your order from The Good Rx Pharmacy, please contact them directly at **************.
  

  We apologize for any confusion. Please ensure you are visiting www.goodrx.com or download the free GoodRx app to use GoodRxs services. If you have any other questions or need further assistance, please let us know.

• Initial Complaint

  Date:08/19/2024

  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 paid good rx for an evaluation and they sent me a prescription that gave me a bad allergic reaction. They prescribed another medicine for me but the prescription expired and now they want me to pay for the evaluation all over again.

  Business Response

  Date: 08/22/2024

  Thank you for bringing this to our attention, *******.

  We have reached out to our GoodRx Care team for more information. According to your chart, a prescription was sent on July 25, but due to allergic side effects a new prescription was written on July 29. However a pharmacy was not selected for the prescription written on the 29th, so the prescription expired in our system. We see that you reached out to our GoodRx Care support team on August 16 about the expired prescription. Our clinical team to reviewed the situation and determined a new visit was necessary due to the time elapsed and the type of medication.

  However, we understand your frustrations and have initiated a refund for your first appointment fee. Please note, refunds can take 5 to 10 business days to complete depending upon your banks processing times. If you have any questions about your prescription or refund, please reach out to our GoodRx Care Support Team via the message center. They would be more than happy to help! **********************************************;

• Initial Complaint

  Date:08/19/2024

  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.

  I called the service to find out how there rx reflls work and what i needed to select to get all my meds filled in one visit, cholesterol and allergy meds. the *** told me even if i selected high cholesterol visit . its as if seeing an actual doctor and they would fill all of your scripts even if they are not cholesterol. this is the information that drove me to purchase their gold subscription service. also getting my meds timely was another reason. then i asked to make sure that a doctor would call me or do video with me as i didnt feel comfortable conveying info via text. they assured me a goodrx care agent would call me within 2 hours. no one did. another day lapsed. at this point i am very frustrated. i received a message through the portal from a nurse (not a doctor!) that they can not fill my allergy meds. that i need to schedule a separate appointment for that and pay another fee! this is a bait and switch! i respond to that messsage yesterday asking that i need a phone call and gave my number. that message was ignored. i told them to not fill the script but to call me first before filling anything. a day later they respond that they are filling the script against my wishes. i am furious at this point. this company lied about what i was getting and never ever bothered to call me. i have waited on hold endlessly for a supervisor . if i had scheduled the general visit none of this would be happening. nonetheless the company lied to me about what i was going to get and then after i paid told me different. there is no doctor! this is a scam to make you pay moreout of pocket and waste my time!

  Business Response

  Date: 08/20/2024

  We're really sorry to hear that your GoodRx Care experience was not the best. Sometimes our Healthcare Professional feel the best care you can receive is in-person. Additionally, our refill service is limited to certain prescriptions we are able to refill via telehealth. We do offer a 100% Satisfaction Guarantee and using the information you provided here we have refunded your visit fee. Additionally it appears you also signed up for GoodRx Gold. If you would like us to cancel your GoodRx Gold account please let us know. If you have any questions about your GoodRx Care appointment, please send us a message through the GoodRx Care message center, we'd be happy to help! **********************************************;

  Customer Answer

  Date: 08/21/2024

  Whomever is responding to this complaint. Please call me

  Business Response

  Date: 08/28/2024

  Hello ******,
  To ensure the protection of your medical information, only our GoodRx Care support team can assist with your appointment details. Typically, our support team is accessible exclusively through the message center. However, one of our team members should have called you last week to address your concerns.

  We understand there was some confusion regarding the type of telehealth appointment you were scheduled for. Currently, GoodRx Care appointments are asynchronous and chat-based. While video chats or phone calls may be incorporated if deemed beneficial by the medical provider, they are not a standard component of every appointment. Additionally, depending on the selected service, there may be limitations on the types and quantities of medications that can be refilled.

  Our team member should have assisted you with obtaining your additional refill. Should you have any further questions or require additional assistance with your appointment, please reach out to our GoodRx Care team via the message center. *****************************************

  Thank you for your understanding.

  Customer Answer

  Date: 09/03/2024

  No one contacted me and I am still waiting for a supervisor to call me.  Two out of the there of my meds containted a refill.  The med thats available OTC did not contain a fill.   The reasoning provided through the chat at the time was confirmed untrue by goodrx care staff.

   

  THis has been an absolute nightmare.  Please have the original woman who contacted me, contact me again.  She was the only one that helped she responded from an MD office on my caller ID.

   

  I do not have health insurance and the doctor I spoke to told me, its not worthy of a visit and goodrx can and should fill the ************** med with a refill on it without a doctor as its OTC.  Goodrx is just giving me a difficult time at this point.  This has gone on for weeks. First the bait and switch of promising me a phone call and arranging it so they Doctor that was assigned to me does those. Then I was told all meds would be filled , that was untrue.  then they filled two of them correctly but the third med was filled missing a refill. which will force me to pay more money unnecessarily.  The goodrx care staff agreed with me but the one that was assisting has disappeared. 

   

  I am currently awaiting a phone call to get this finally resolved. The pharmacies i went to did not accept the goodrx coupon and it wasted a lot of my time. I had to go to many different pharmacies before I found the ones that would accept the coupons. the experience was horrible.  I ended up paying more for the meds because I couldnt waste any more time showing up to pharmacies that decline the coupon. they shouldnt be listed on the website.  

   

  I can not go through this experience again because they are not filling the script properly. Its not a chronic medication and doesnt fall into that category according to the goodrx care staff i spoke to on a recorded line. I feel discriminated against at this point. 

   

  Please call me to fill my meds immediately and finally after weeks resolve the outstanding issues. 

  Business Response

  Date: 09/06/2024

  We acknowledge your frustrations regarding your recent Care experience.  Your complaint was escalated to our GoodRx Care Clinical team, and as a courtesy GoodRx will refund your appointment fee.  

  Please note that the decision on whether to prescribe a refill, as well as the number of refills provided, if applicable, is made solely by your Care provider using his or her professional judgment within the clinical judgment of a Care provider and is often limited.  A clinical supervisor reached out to you by phone on Friday, August 30, 2024, to explain their clinical decision regarding the refill at issue.  Unfortunately, GoodRx does not have the discretion to override that healthcare provider's clinical decision.  
  
  We sincerely apologize for any confusion, and we thank you for using GoodRx Care.  

  
  

  Customer Answer

  Date: 09/06/2024

  I was already refunded that 3 weeks for other issues: failure to accept the coupons at 3 different pharmacies wasting hours of my time going to pharmacies to find out that even though they are listed on ************************** have no affiliation with the program anymore, bait and switch in regards to being told it was just like a real doctor and i could get ALL my meds filled from 1 visit, being lied to about picking my clinician and setting up to a phone call only doctor, the no custome rservice availability and the no returned calls for the 1st week of signing up, among a multitude of other issues. 

   

  I need the refund for the goldrx gold membership and to cancel that membership. this service has been nothing but issue after issue and lies. I am now being discriminated against as the policies being cited for denying to add a fill to 1 of my meds when you added them to the other meds is unjust and meritless. two policies were cited and both were proven to be made up and inapplicable. 

   

  i was also promised a return call from the original supervisor who had the ****** filled originally today and no one as expected returned that call. the company keeps avoiding and ignoring me. making empty promises. 

   

  i was only asking for an added fill so it matched how the other fills were on the other 2 meds. that were filled the same visit. this is an otc med. i do not have health insurance and can not afford to pay for a doctor visit to get an additional fill on an otc med or the costs of buying it monthly otc. they are just being indifferent and difficult for no reason.  i have asked to see the policy and was told they would get back to me. as there is no policy preventing them from adding a fill . just sheer stubbornness and to be problematic. 

   

  please refund and cancel my membership. please add the remaining fill to the previous script.  please honor the promised call back from supervisor **** and send the policy you are speaking of. 

  Business Response

  Date: 09/13/2024

  Hello ******,
  
  Our GoodRx Care terms, which are agreed to by all patients prior to starting a Care visit, contain the appropriate policy:   There is no guarantee that I will be issued a prescription and... the decision of whether a prescription is appropriate will be made in the professional judgment of my Provider[.]"  We unfortunately cannot override clinical decisions made by your Care healthcare provider. You can learn more about these policies here: *****************************************************************************************************
  
  Per your request, we have canceled your GoodRx Gold account and refunded your visit.  We apologize again for any inconvenience.  Please note it may take up to 10 days for a refund to be completed, depending upon your banks processing times. 

  Customer Answer

  Date: 09/13/2024

  This policy is irrelevant. The prescription was provided just the incorrect number of refills wasnt on the prescription. The policy has no bearing on the actual issue 

   

  I still do not see the refund

  Business Response

  Date: 09/20/2024

  Hello ******,
  

  As mentioned earlier, refunds typically take 5 to 10 business days to process, depending on your bank's timeline. Your refund began processing on September 10, 2024, which means it has been 8 business days so far.
  

  If you dont see the refund in your account by next week, please reach out to us so we can assist you further.
  

  Thank you for your patience.

• Initial Complaint

  Date:07/30/2024

  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.

  I received a promotion mailer stating i would receive $50.00 **** prepaid card if i transfered an rx to a preferred pharmacy. Promotion exp'd 6-30-24. My rx was transfered to ********* (as stated in the promo flyer) on 4-26-24. ***** said to wait 6-8wks. I called today,spoke with ********************** She stated since the promo is over, she couldnt escalate..meaning there is no way for Good rx to honor their promo. Is this a scam or what? I fullfilled my part. I expect Good rx to do the same. Thank you, *******************

  Business Response

  Date: 08/02/2024

  Hello ***, 
  Thank you for bringing this to our attention; we would like to apologize for the frustrations this has caused. Using the information you provided we were able to locate your call in our system. After further investigation we will be resending you the $50 gift card, via traditional mail services. Please note it may take 4 to 6 weeks for the gift card to reach you as it is coming through one of our partnered vendors. 
  We appreciate your patience and understanding regarding this matter.

  Customer Answer

  Date: 08/08/2024

   
  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,
  
  *******************