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

  
• 

  RxSaver

  301 Congress Ave Ste 400 Austin, TX 78701

• 

  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

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:07/30/2024

  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.

  Purchased annual gold card March, 2024 but I have still been charged regular price. I was using wrong account but I didn't know. I am asking for a revised start date to make this right. Problem fixed 7/29/2024. Annual membership should start today, good until 7/29/2025. Your CSR was unwilling to consider special circumstances. Said impossible to change dates. That is not fair or good business. Please adjust start date to reflect error by GOODRX. I thought I was getting discount but I wasn't. I had no idea something was wrong. I should not be penalized. Gold prices should have kicked in. I Am very upset about this Thank you,************* ************ ****************** **************************************

  Business Response

  Date: 07/31/2024

  Hello *****, 

  Using the information you provided we were able to look up your contact with our customer support and your current annual account. If you had duplicate GoodRx Gold accounts on file, we would be happy to refund you the overlapping charges. We can see you did activate your annual account March of this year, however we do not see another GoodRx Gold account on file for you. Please provide us with the email or member ID linked to your other GoodRx Gold account so we may locate it our system. 

• Initial Complaint

  Date:07/29/2024

  Type:Sales and Advertising 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 contacted GoodRx Care at 10am for a painful UTI. It is now 3:21pm and my pharmacy still has not received the prescription, I had to go to *********** and spend an additional $30 to get the same diagnosis, except *********** sent over my prescription immediately.

  Business Response

  Date: 08/01/2024

  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. Using the information you provided we have reached out to our GoodRx Care team and they should be following up with you. They will also be refunding your appointment fee as a part of our 100% Satisfaction Guarantee. Please note, refunds can take 5 to 10 business days to complete depending upon your bank.

  If you have any other questions about your appointment please contact the GoodRx Care team through the message center. **********************************************;

  Customer Answer

  Date: 08/02/2024

   
  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:07/26/2024

  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.

  In January, 2024 I received a flyer for a $50 **** Prepaid Gift Card if I transferred a prescription to a preferred pharmacy from Frys (Kroger). Flyer attached. On 1/26/2024 I transferred a prescription to ******* for Cialis. Receipt attached. The flyer said the $50 would be sent automatically. I did not receive it so I called GoodRx on 5/13/2024 and spoke with an agent for over 30 minutes who took all the details down, said he opened the case and that I would get the card as described in the flyer. He read the promotion, he saw my prescription, he made a record. I still have not received the $50 and when I called GoodRx today I was told there was no record of my previous call but it may be at "home office," which he could not see. Then he said that the offer was over and I could not get the promotion and would not be receiving the $50. I told him I redeemed the offer on 1/26, not recently. He said there was nothing he could do. I asked to speak with a supervisor, he said he would transfer me, then he said none were available but they would call me in 30 minutes. Then he hung up on me. No one ever called and I still have not received the $50 Prepaid ****. Is this a scam?

  Business Response

  Date: 07/31/2024

  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 both of your call in our system. After further investigation we will be resending you the $50 gift card, via traditional mail services, to the ** box you listed here. 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: 07/31/2024

   
  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, assuming the $50 ************ is sent as promised.

  Thank you!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/18/2024

  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.

  On Monday, July 15, 2024, I used GoodRx to get treatment for a painful urinary tract infection. I wanted to avoid taking time away from work, and the promise of timely care was attractive. I paid $39, they sent a prescription order to my pharmacy, and marked my issue resolved. Unfortunately, however, they sent insufficient information to the pharmacy, and because of that my prescription could not be filled. I alerted GoodRx, who promised to fix it. Hours passed, with no help. On July 16, I asked for a refund, but was told they would promptly fix the problem. They have not, and stopped responding to my messages. I would like a refund.

  Business Response

  Date: 07/19/2024

  Hello ********, 

  Using the information you provided we were able to reach out to our GoodRx Care team on your behalf for more information. Your pharmacy should have all the information they need to fill your prescription, unfortunately the medication is out of stock at that location. They pharmacy should be waiting on a new shipment to come in soon. 

  Our GoodRx Care team reached out to you via the message center with more details. If you have any questions, please send them a message there. Please note the message center is not a live chat and 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:07/18/2024

  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.

  06/14/2024 SAVON #**** ***** ADVERTISED PRICES WERE FALSE, AND REP CLAIMS HE CANNOT SEE THE PRICES I SEE. WHAT IS MORE, HE SAID THAT THE LOW PRICE WAS JUST FOR THE FIRST PURCHASE. I HAVE USED THE SERVICE FOR YEARS, AND THIS WAS NOT THE ***** NOR CAN I FIND THAT WRITTEN ANYWHERE ON THEIR SITE.

  Business Response

  Date: 07/19/2024

  Hello ****, 

  Based on the information you provided, we were able to locate your call in our system. It appears you were viewing a Gabapentin coupon for ACME Save-On pharmacy, and we understand where your confusion may have arisen. While $18.70 is listed among other prices, it is noted below that this is a special price. When you click on that option, the standard coupon appears at a higher price, but if you look at the top right of the coupon again, you will see the special price of $18.70. Clicking on this option changes the coupon price, revealing that $18.70 is a special GoodRx Gold price for first-time users. We appreciate your feedback on this matter and will share it with our team to work towards ensuring this distinction is more visible.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21996995
  
  I am rejecting this response because: In the past I have bought this item at the low price shown, many, many times. This "first time user" is a change that was not brought to my attention. I will be shopping for a different discount service.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/15/2024

  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.

  Ten days ago, I contacted GoodRx and paid $9.99 and $18.99 for a virtual appointment with a GoodRx healthcare provider to treat a medical issue online. After I paid Good Rx in full, I received an email that their office was closed and Good Rx never contacted me for the virtual appointment, however, they took my money. I left multiple voicemails and emails with Good Rx over several days and no one from Good Rx ever responded. I disputed the charges with my bank and received the refund back through my financial institution. On 07/14/24, Good Rx fraudulently accesses my bank account and without my knowledge or permission they took out $9.99 from my bank account. No ******************** were provided and I did not authorize Good Rx to take any funds out of my bank account. I am reporting Good Rx as this company took $9.99 out of my bank account without my knowledge, permission, or authorization. I do not have a subscription with Good Rx and they absolutely do not have my permission to take funds out of my bank account.

  Business Response

  Date: 07/16/2024

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

  Using the information you provided here we were able to locate the GoodRx Gold and GoodRx Care charges. We would like to apologize for the negative experience and have provided you with a full refund. We have cancelled you account and removed your card from our system. If you have any questions about your GoodRx Care appointment, please contact our GoodRx Care Support team via the message center. At this time, customer support for ********************** Care is only provided thorough the message center: **********************************************;

• Initial Complaint

  Date:07/15/2024

  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.

  Goodrx will not remove my credit card details, or my email address, and will not allow me to close my account as advertised. The Goodrx website says there is an option to close my account in the account settings, but there is no option there to close my account, I now have to call my bank to report my card stolen, because I don't trust such a shady company keeping my credit card information against my will. Keeping my credit card information against my will should be illegal if it isn't already.

  Business Response

  Date: 07/16/2024

  Hello *******, 

  We take our users privacy very seriously and have removed your card information from our system. If you wish to have your email and any other data deleted, we've recently added the capability for all users to request the deletion of their data. You can request to delete your data here: ***************************************** Please note, it may take at least 45 days for full data deletion.

  Customer Answer

  Date: 07/24/2024

   
  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:07/10/2024

  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.

  07/09/2024 i opened a goodrx account because of a uti it was advertised i could get a prescription in 1 or 2 hrs they responded that i had to go to a doctor to be seen in person i wouldnt of spent money if they would of told me this from the beginning

  Business Response

  Date: 07/10/2024

  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 have refunded your visit fee. We have also cancelled your GoodRx Gold account and removed your card from our system. 

  If you have any questions about your GoodRx Care appointment, please send us a message through the message center. We would be happy to help! **********************************************;

• Initial Complaint

  Date:07/10/2024

  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 got a GoodRx subscription card for free awhile back and did try to use it at the pharmacy but they never accepted it so I put it away and forgot about it. Well Im now just noticing on my bank statement that they have been charging me a fee for months now! When I tried to contact them to cancel and get my money back I was unable to. Im almost 70 years old and live on social security. I dont have any money as it is and now this. Please help me to cancel this account. Thank you. *********************** *****************************************. ***** ************

  Business Response

  Date: 07/10/2024

  Hello ****, 

  Thank you for bringing this to our attention; it appears you were accidentally signed up for our paid membership, GoodRx Gold. Using the information you provided we were able to locate and cancel the account. We have removed your card from our system and will be refunding all charges going back to beginning of this year. Please note refunds can take 5 to 10 days to complete, depending upon your bank. 

  If you have any further question, please let us know. Or give us a call at ************, we'd be happy to help! 

  
  

• Initial Complaint

  Date:07/09/2024

  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 had a telehealth appt for a prescription of tretinoin, which the provider gave for a 20 gram tube with 2 refills. The online site then gave me a choice of pharmacies to use with specific prices for each. I chose to fill through ******* with a price of $17.12. GoodRx sent me the Gold card information to use when picking it up. However, when I went to *******, they said the card information provided came to $29.98. I showed them that it said it should be $17.12 but they said the GoodRx codes given were for $29.98. I called GoodRx and spoke to ***** who said the prices vary and they can't guarantee the amount they listed. THIS IS A BAIT AND SWITCH AND IS ILLEGAL AND UNETHICAL. Nowhere was there a disclaimer stating that the prices listed would be anything but that. Why would a customer chose a specific price and then expect to be charged a higher price? When I asked her what would be the cost of future refills, she said they would vary and could be even higher! I think GoodRx needs to honor the prices they reflect on their website. To resolve this issue, I want GoodRx to send me the price difference between what they advertised and what was charged (I paid $29.98, which the GoodRx representative was able to see in their system, and the price listed was $17.12). It is illegal to advertise one price and then charge another. The GoodRx representative said that some pharmacies don't honor GoodRx's contracted prices, but that is not the customer's problem. ********************** should not list prices if they can't make good on them. If customers can't trust **********************, they will lose business.

  Business Response

  Date: 07/11/2024

  Hello *****, 

  We would like to apologize for the price discrepancy and will provide a refund for your GoodRx Care appointment. You can expect to receive $19 back within 5 to 10 business days, depending on your banks processing times. If you ever encounter a similar issue in the future, please feel free to give us a call. Were happy to help! You can reach us at ************, Monday through Sunday from 6am to 9pm CT. 

  Customer Answer

  Date: 07/12/2024

   
  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,
  
  *****************************