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, Inc.

  San Francisco, CA 94107-1459

• 

  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:07/08/2024

  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 paid my $39 for this service and assistance. I was told they were not able to treat me. I am unable to drive and have no way of getting to where i need to go. I asked for a refund because they advertise money back guarantee. I received no response after that. Nothing. They ghosted me. They took my money and were unable to assist me.

  Business Response

  Date: 07/10/2024

  We're sorry you had a bad experience with GoodRx Care, ******.

  We can of course look into this for you and issue a refund as part of our 100% Satisfaction Guarantee. Using the information you provided we were able to locate the charge from your appointment and can see it has already been refunded. Please note refunds can take 5 to 10 business days to process. If you have any questions about your appointment, please send us a message through your GoodRx Care account and we'll be happy to help! We are available Monday through Friday from 6am to 7pm PST, we have delayed hours on the weekend. **********************************************;

• Initial Complaint

  Date:07/02/2024

  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.

  GoodRx application. Showed the Price of my medication as $19.67. When ******* ran the GoodRx savings GoodRx increased the cost to $26.52. I called GoodRx snd they gave the pharmacy several number to run each time the cost came out to $36.53. I asked to speak with a supervisor. She tried to tell me the cost of $19.67 was for a 60 day supply. I changed the amount if capsules from 90 to 60 snd the GoodRx App had the cost of $17.80. I told the GoodRx supervisor what the app was showing for 60 and all she could say the cost of $19.67 was for a 60 day supply instead of making it where the 90 capsules cost would be what was showing on the app.

  Business Response

  Date: 07/08/2024

  Hello ********, 

  We apologize for the inconvenience caused. After our investigation, we found that the $19.67 coupon price is for a prescription of 90 capsules to be used over a 60-day period. The pharmacy's charge of $26.52 is for a 90-day supply, not per capsule. This discrepancy might be due to how the prescription was originally written or entered into the pharmacy's system. Please review your prescription details; your provider may have indicated the duration in days rather than specifying the quantity of capsules. If this is not the case, please let us know so we may look into this further. 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21934929
  
  I am rejecting this response because: what is being said is that the 90 capsules was for 60 days, when the app does not have a place to enter the days of prescription. The app only ask for the name of the medication, form ( capsule, tablet, etc.), dosage, and quantity.  The nonsense of the explanation is just that nonsense. GoodRx just does not want to admit there is a problem with the app where the price the app is providing is not being honored. The pharmacy was also confused by the GoodRx explanation.

  Sincerely,
  
  *****************************

  Business Response

  Date: 07/23/2024

  Hello ********,
  At GoodRx, our coupon prices are connected to the medications cash price, when the cash price fluctuates so do our coupons. Since medication prices are ever changing we update our prices in our system frequently, including recent updates for Pregabalin.
  We understand that this has been a frustrating experience for you. To make up for the price difference you encountered at the pharmacy, we would like to offer you an Amazon gift card. Using the information you provided, we have emailed you a gift card please keep an eye out for it in your inbox. We apologize for any inconvenience this situation has caused and appreciate you bringing this matter to our attention.

• Initial Complaint

  Date:06/27/2024

  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.

  This is in regards to receiving an email back in April when upon signing up for good rx that I would receive a welcome giftcard. Never received it. Called and spoke to someone on April 22. I was giving a case number. No response, no email, no voicemail, no giftcard. My second was on May 3rd. Once again given a new case number and they were going to escalate issue about my giftcard. Again, no email, no response, no nothing from them. My third call occurred on May 13th. Another case number. Spoke to someone who claims they were a supervisor and was going to escalate it. Nope, nothing done again. No communication from them. Fourth call on May 24th and yet again a new case number. Obviously no one cares to handle this and being a new customer of signing up for ********************** and I am to receive a giftcard is clearly not important to them to resolve and send me my giftcard. On the May 13th call I was told 5-7 days. Clearly again the timeframe passed until that fourth call on 24th. All I keep doing is spending a lot of time and starting from the beginning of the issue of this giftcard still not received. When you call customer service and speak to any of these people, they just give you a new case number, tell you the same thing and then it's like they wash their hands of the issue because they will escalate to those people/department that handles this, but then you hear or receive nothing. It has now been a total of two months and numerous phone calls. I'd like my giftcard per my the email that said I'd receive a welcome giftcard upon me signing up.

  Business Response

  Date: 07/02/2024

  Thank you for bringing this to our attention, Jan.

  We would like to apologize for this experience and using the information you provided, we have delved into investigation. Unfortunately there was an error, and the $5 incentive was unable to be completed. You should have initially received those $5 as ***** reward points added to your GoodRx reward account. For these frustrations we have rewarded you with ****** reward points, which is equivalent to $10 when redeemed for a gift card.

  If you need any assistance redeeming these reward points please visit the link below, or give our team a call. They would be happy to help! They can be reached at ************, Monday through Sunday from 6am to 9pm CT.  

  ***************************************************************************************************************************

  
  

  Customer Answer

  Date: 07/07/2024

   
  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.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:06/25/2024

  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.

  So it seems this company has a reoccurring issue with fraudulent charges. Like with others writing in, I have had recurring charges for the GoldRX membership since 7/2022, even though I signed up for the free service. When I log into my account, the account settings states that I have been a Free member since September 2022. There seems to be no way to cancel it using the app, because I technically have a free account. And theres no option or tab to view/change billing information, also want to note I dont recall giving my card info. I uploaded photos showing first-current transactions from my bank and pic of profile from GoodRx

  Business Response

  Date: 06/27/2024

  Thank you for bringing this to our attention, ******.
  
  Based on the details you provided, we have located and canceled a GoodRx Gold account associated with the email ************************ Our records indicate that the Gold account was created in August 2021, with the first month as a free trial and the first billing date noted as September 17, 2021 (GoodRx emailed this address a free trial expiration reminder prior to the first billing date). However, as a courtesy, we will issue a full refund and remove your card information from our system. Please note that refunds typically take 5 to 10 business days to process, depending on your bank's procedures.
  
  If you have any questions, need assistance with cancellations, or require support with our GoodRx Gold services in the future, please feel free to contact us at ************. Our team is available daily from 6am to 9pm CT and is happy to he

• Initial Complaint

  Date:06/25/2024

  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 writing to express my frustration and urgent need for resolution regarding my prescription. Despite being assured that it would be delivered the same day, your website incorrectly chose JPS as the pick-up location, which I did not select.I am unable to pick up the prescription from JPS and have attempted to transfer it multiple times without success. I have called your customer service line twice and was misinformed both times. When I finally spoke with a supervisor named ******, he was unable to provide any assistance.Due to these issues, My state's restrictive abortion laws mean that without my birth control, I am at significant risk, and this matter is not being appropriately addressed by GoodRx.Given the repeated failures on your part, I am requesting that my l prescription be sent directly to my address as soon as possible. I have done everything within my power to rectify this situation, and I am deeply disappointed by the lack of support and the potential health risks I am now facing.Please address this matter urgently to avoid further escalation.Thank you,***************

  Business Response

  Date: 06/27/2024

  Thank you for bringing this to our attention Taja, 

  We're sorry you had a bad experience with GoodRx Care. We have reached out to our GoodRx Care team to have them follow up and provide you with assistance. We have also issued a refund as part of our 100% Satisfaction Guarantee. We would like to note, a GoodRx Gold account for your ********************** Care appointment; GoodRx Gold is our paid premium membership and is $9.99 a month.

  If you would like us to cancel this account please let us know and we will move forward with next steps. 

  
  

• Initial Complaint

  Date:06/21/2024

  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 received a 6"x4" plastic card from GoodRx in the mail. I have already used GoodRx without having a card. In the upper left corner there was a regular sized card which attached by perforations. Below the card, it stated, save up to an additional $5 when you use GoodRx at CVS. I tried to use this card on 6/20/24. The pharmacist knew nothing about it and said the price was the same as before but since she attempted to use this new card, she would have to reprocess the order again and I would have to wait another 15 minutes. I called GoodRx at 12:14pm. The *** said that GoodRx does not give out any coupons and this must have been sent by the pharmacist. This card was definitely sent by GoodRx with a note saying contact their website for more info. After getting my prescription and reading the info on GoodRx, I called them again at 12:55pm This *** told me I needed to email GoodRx after I got the prescription. It says nothing like this on the instructions. She put me on hold for several minutes and came back and said if I had given the pharmacy the lower part of the mailing, an "L" shaped piece of plastic, I would get the discount. I don't know anyone who would consider this piece of plastic a card. I showed it to them to show the $5 off but they didn't "hold it". Then she tells me I can use this at another location. This it the only prescription I've used GoodRx for. I don't have multiple drug prescriptions at a bunch of different places. I admit I was getting angry so the *** was about to hang up but it's frustrating when I get different answers from different people that don't line up with the issue. The only reason the card was sent was to get my personal information (the *** agreed with this). I feel this is another sneaky way for a company to get my personal information. And - they got it without fulfilling what they were supposed to do. They write how easy this process is but it turned out to be a nightmare

  Business Response

  Date: 06/28/2024

  Thank you for reaching out and sharing your concerns. We apologize for any frustration or confusion this promotion may have caused. To make up for the inconvenience, we will be sending you a $25 gift card to the email address associated with your account.
  
  Regarding your concerns about personal information, we take this matter very seriously. Users may request the deletion of their data. If you would like to request data deletion or read more about our privacy policies, please visit: ***********************************************;
  

  Thank you for using GoodRx.

• Initial Complaint

  Date:06/18/2024

  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.

  I paid for 2 separate visits. 1st one I was left sitting there and the appointment was abandoned by the Nurse practitioner yet they still charged me $19 for the visit. So I created another visit. Paid $19 the doctor never asked question never even looked at my file to see I was just requesting a renewal of a prescription they have already filled in the past but now just refused treatment and charged me again $19 but did not do a treatment or ask any question at all. Since i was not treated I wante a full refund

  Business Response

  Date: 06/20/2024

  Hello ******,

  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 would be happy to refund your visit fee. Please note refunds can take 5 to 10 business days, to complete depending upon your bank's processing time. If you have any other questions about your appointment, please send us a message through your GoodRx Care account, and we'll be more than happy to help. **********************************************;

• Initial Complaint

  Date:06/17/2024

  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.

  Gold Rx is charging me $9.99 monthly TWICE.They charge me on the 7th and then on the 21st since November 2023.They say I have 2 email addresses on the account.I enjoy my benefits from thembut not enough to be charged twice in a month. I have called and reported and was told it would take up to 90 days.

  Business Response

  Date: 06/20/2024

  We would like to apologize for the confusion *******,

  We did find 2 accounts on file; one attached to ********************* which has been cancelled and another attached to *********************** which is still open. We will be providing you a 6 month refund for the cancelled duplicate account. Please note refunds can take 5 to 10 business days to complete, depending upon your bank. 

  If you would like to close the account connected to ***********************, please let us know.

• Initial Complaint

  Date:06/14/2024

  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 have had recurring charges for the GoldRX membership even though I cancelled it in Feb 2024. If I log into my account, the account settings states that I have been a Free member since 2024 (photo attached). There is no way for me to contact anyone except a phone service. I cant even cancel it using the app because I technically have a free account.

  Business Response

  Date: 06/20/2024

  Hello ******, 

  Thank you for providing your information, we were able to locate and cancel the account. We will be providing you with a refund for the charges going back to Feb. 2024. Please note refunds can take 5 to 10 business days to complete. If you have any questions about your GoodRx Gold account, please give us a call at ************. We are available Monday through Sunday from 6am to 9pm CT.  

• Initial Complaint

  Date:06/10/2024

  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.

  GoodRx advertised a certain medication at a certain pharmacy at a certain price. The price quoted if I signed up as a new Gold Member was $1 at a Specific pharmacy, Rite Aid. I went to the pharmacy and tried to pick up the medication for $1. I was told it would be $9.06. I called GoodRx and they spoke with the pharmacist. After the talk, GoodRx called me back and claimed that the $1 price could not be honored because it was manufactured by a different supplier. Yet, GoodRx was the one that told me I could get the prescription with that manufacturer for $1. GoodRx was unwilling to do anything other than offer a future month of free membership. Why would I want to do this, after seeing how dishonest they are? This was a clear case of fraud.

  Business Response

  Date: 06/11/2024

  Hello ****,

  We would like to apologize for the frustrations. The once time offer was for a specific brand of medication, since the pharmacy was out stock of that particular brand they had to prescribe another, thus the coupon could not be applied. We were able to locate your call in our system and see your requested your account cancelled. We can confirm your account has been cancelled and your card has been removed from our system. 

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21820077
  
  I am rejecting this response because it is simply a justification of their false advertising with no consumer resolution.  In right, they advertised a price at a certain pharmacy, and if the pharmacy would not honor the price, Good Rx should have eaten the cost, since they advertised it. 
  
  Sincerely,
  
  ***********************