Complaints

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

close

Find a Location

GoodRx has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  GoodRx, Inc.

  2701 Olympic Blvd West Building #200 Santa Monica, CA 90404-4183

  
• 

  GoodRx

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

  
• 

  GoodRX Care

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

• 

  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

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:06/10/2024

  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.

  I had a virtual visit on 12/14/2023 through the goodrx telehealth platform. prior to receiving care, i specifically asked if my prescription could be sent to my pharmacy of choice (Amazon Pharmacy). the goodrx support quickly told me that it would be no problem to select Amazon Pharmacy from their pharmacy search. After they provided me with care, the good rx care ******* ************************** also verified that I can select my preferred pharmacy after the visit. Upon completing my visit, Amazon Pharmacy was not included on their list to select from. I reached out to Patient Support and ******************** with Patient Support told me to get Amazon Pharmacy to contact where they sent my prescription (my current local CVS pharmacy) and they would handle the transfer. After contacting Amazon, they told me that they were unable to verify my prescription with CVS and that I needed to contact the goodrx team to have them resend my prescription to them directly. I provided this information to them and as of today, 6/7/2024, they have refused. I received a message late yesterday 6/6/2024 that I would need to contact Amazon Pharmacy to get them to contact CVS for my prescription transfer. Goodrx obviously did not read my messages where I stated that I had already done this (and had been trying to get this completed) for the last few months. I still have refills on my prescription and I would like to get it filled with Amazon Pharmacy due to pricing.

  Business Response

  Date: 06/11/2024

  Hello ****, 

  We would like to offer our apologies for the negative GoodRx Care experience. After connecting with our GoodRx Care support team, we can confirm your prescription was successfully resent to Amazon Pharmacy on June 7, 2024. Please keep in mind when using GoodRx Care your prescription needs to be picked up in a timely matter otherwise it may expire.

  For any GoodRx Care assistance, please be sure to reach out to our GoodRx Care team through the message center. ***************************************** For your privacy, only our GoodRx Care team can view your appointment details and prescriptions. 

• Initial Complaint

  Date:05/29/2024

  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.

  Back in 2015, I joined good rx.... In 2018, I attempted to cancel membership, they have in their system it was.. Yet they continued to bill my credit card monthly!! I have ONE account. They claim it's being billed on a different card which is simply impossible, since I still see it being charged, plus when I asked them to stop.... Oh we can't, because it's a different card!!! I've been battling them from email, on heir we page and even phone. They continue to use my card for money, despite asking for years for them to cancel and refund for the ***** abused! Money us very tight as a cancer patient and on disability! This was supposed to save money, instead they scammed and stole money!!!

  Business Response

  Date: 05/29/2024

  We would like to apologize for the frustrating situation. Using the information you provided here we were able to locate your account. It was created in May 2018 and cancelled March 2019. There are no attempted charges from 2019 till April 2024, when it looks like someone tried to reopen and/or login to the account. However, the credit card we have on file ending in 3294 expired in 2019 so no new charges processed. We have removed your card from our system and can see all charges extending back till Dec. 2018 have been cancelled or refunded.

  
  We were also able to locate your call with our customer support team from April, and can see there is a possibility of another card on file. Last four digits 8828. This sounds like a case of a possible fraud account and would like to investigate this further. If you have ever had a card ending in 8828, please provide us with the expiration date on the card. From there we can cross reference charges close to the 8th of the month to locate and cancel the fraud account. 

• Initial Complaint

  Date:05/15/2024

  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 signed up for GoodRx in February and was lied to. I explained that I also needed this for my dog. I went to ****** to pick up her prescriptions and was charged 4 times more than expected. I immediately called and complained and was told by a Good RX rep that he would contact the pharmacy and request a refund and also offered me one month free of their Gold plan. I am still waiting for a callback. Two weeks ago I spoke with two agents and a supervisor named ************** think. I was told that due to the inconvenience and misinformation, I would be offered another month free AND they would contact the pharmacist to request a refund or credit for the difference. I was again promised a callback and have yet to hear from anyone. This is unacceptable and now I want a credit for 3 months of Gold vs the additional month offered. This is horrible customer service. Each time I call I get a different answer and not even a supervisor is following up.

  Business Response

  Date: 05/17/2024

  Hello *****,

  We would like to apologize for your negative GoodRx experience. Using the information you provided here we were able to locate your conversations, with our customer support team. Unfortunately, since you already purchased the medication from the pharmacy, a refund would be provided at the discretion of the pharmacy. Our team did reach out to the pharmacy and they will not be providing a refund at this time. However, we will be escalating the issue further to ensure the pharmacy honors the listed price in the future. 

  In the meantime we will refund your GoodRx Gold account for the month of April, and provide you with 2 additional free months. Please note refunds can take 5 to 10 business days to complete, depending upon your bank's processing times. We would once again like to offer our apologies for this frustrating experience and will be using your feedback to improve moving forward. 

• Initial Complaint

  Date:05/07/2024

  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.

  They take your money and are very vague about when you can anticipate services. No option to cancel visit or request refund. Very shady business practices.

  Business Response

  Date: 05/08/2024

  We're sorry you've had a negative experience with GoodRx Care, ****.
  We understand your frustrations! 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. We can of course look into this for you or issue a refund as part of our 100% Satisfaction Guarantee. Please send us a message through your GoodRx Care account and we'll be happy to help. Please keep in mind, it is not a live chat, and someone will respond as soon as possible.

• Initial Complaint

  Date:05/02/2024

  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.

  This morning I created a GoodRx account so I could obtain a Rx for Diflucan. A provider emailed me to chat, asking more questions of which I answered and no one responded. On their website, they state someone will complete your request within four hours. It was 12:20 PM and I reached out again and the response was: sorry you need to see a provider for a diagnoses. That was their way of getting out of the loophole for failing to meet their own policy because my symptoms met the criteria for the prescription of which I needed. Its a scam to get your money and then claim they cant prescribe your medication.

  Business Response

  Date: 05/03/2024

  We understand your frustrations and appreciate your patience, *****!

  Please note that 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. If you are still looking for assistance, please message us through the message center. **********************************************;
  
  We have issued you a refund as part of our 100% Satisfaction Guarantee. Please note refunds can take 5 to 10 business days to complete, depending upon your bank's processing time. 

  Customer Answer

  Date: 05/08/2024

   
  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,
  
  *****************

• Initial Complaint

  Date:05/02/2024

  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 have made multiple attempts at reaching someone who can answer a basic question, but each person that I reach literally doesn't comprehend. It's like asking what is 1+1 and the person responds "grapes". I have a question regarding referrals.

  Business Response

  Date: 05/03/2024

  Hello, 

  Please provide us with more details so we can provide you with assistance. Are you referring to our GoodRx Care program, or an external Provider? Are you experiencing difficulties applying a GoodRx coupon toward your prescription medication? Are you trying to book labs from one of our telehealth services? 
  
  Please be as detailed as possible so we may investigate,

  Thank you

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21640423
  
  I am rejecting this response because: I don't know what those 2 are that you named. I simply want to know if there is a referral program...Can I get a personalized link to share wither others so that when they sign up, I get points/discounts/perks?
  
  Sincerely,
  
  Mayo Az

  Business Response

  Date: 05/29/2024

  We do not currently offer a referral program. However, if you sign up for GoodRx though our app you can enroll in a rewards program. To learn more about our GoodRx Rewards Program please visit: ***********************************************************************************************************************

  Customer Answer

  Date: 05/30/2024

   
  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,
  
  Mayo Az

• Initial Complaint

  Date:04/29/2024

  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 redeemed ****** goodrx reward points to purchase a gift card. Once I clicked "redeem", I did not receive the option to get anything. It said I would receive an email with a link, which I did not. I have redeemed points several times in the past for gift cards, so I know how to do it. I reported the issue on 4/20 and was told to call Tango, the company that issues the gift cards, but they were closed and when I called goodrx back, they said, no, they'll just send you back here. The issue was then escalated and I was given ticket#******* and was told the Escalation Team would call me back, but this has yet to happen. I have called back twice more to be told there is no resolution at this time. I told them I was going to contact the BBB.

  Business Response

  Date: 04/30/2024

  Hello ****, 

  Using the information you provided here we were able to locate you in our system and can see your points have been redeemed. Once points have been redeemed for a gift card, you will have to contact our gift card partner, Tango, for assistance. In order for Tango's customer support to investigate your case, they will need you to provide them with the email linked to your account and the Order ID associated with your gift card redemption. Please follow the steps below to locate the Order ID for this redemption. 
   
  1. From the Rewards tab, click on 'Transaction History' 
  2. Click on the gift card redemption in question from the transaction history
  3. A pop-up will appear, displaying $[amount] gift card. Tango Order ID is [ order ID #]
  4. Provide this order ID number to Tango's customer support when reaching out for assistance

  You can contact the Tango Support team via email or phone. We have listed their information below:
  Help site: help.tangocard.com/s/
  Email: ****************
  Phone: **************

  We would like to apologize for the frustrations, and hope the Tango Support team can provide you with assistance in locating your gift card. 

  Customer Answer

  Date: 05/03/2024

   
  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.
  I was able to have the email link resent. I dont know why no one could tell me this in 2 weeks!
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/25/2024

  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 have been double billed by Good Rx for 24 months. They say I had two emails associated with different accounts and billed my for each of them every month for the same service. When i caught the error they said they could only reimburse 6 months of the double billing. Company policy. They said to call **** and the card company would reimburse the other 18 months. I called Vias and they said they only do up to 90 days on disputes with this company as per their contract. They said that GoodRx knows this and only wanted to get me off the phone and to talk with a supervisor. I called again and they said they can only do 6 months. They will not reimburse my the other $180 in double payments. How is this legal? How can they just keep my money?

  Business Response

  Date: 04/25/2024

  We apologize for the frustrating experience, *****. Due to the accidental duplicate accounts on file, we will be making a one time exception and provide you with a full refund. We were able to locate the accounts using the information you provided here, and can confirm both have been cancelled. We have begun refunding all charges and have also removed your card from our system. Please note refunds can take 5 to 10 business days to complete depending upon your banks processing time. If we can provide you with any further assistance, please let us know. 

  Customer Answer

  Date: 05/03/2024

   
  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:04/23/2024

  Type:Order 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.

  Paid for a visit and got a prescription sent to a location that does it service this type of medical election/transaction I got sent to an *************** and turned away with them explaining theyve had people come through before with the same intent (looking to pick up a prescription after a paid visit with GoodRxCare) and they do not service that type of request.

  Business Response

  Date: 04/24/2024

  Hello ******,
  

  We are sorry to hear about your negative experience with GoodRx Care. We have reached out to our GoodRx Care support team and they should be following up with you in the message center to provide assistance with your script. In the meantime we are providing you with a refund as apart of our 100% Satisfaction Guaranteed. Please note refunds can take 5 to 10 business days to complete, depending upon you bank's processing times. If you need assistance navigating to the GoodRx Care message center please follow the steps here: **********************************************;

• Initial Complaint

  Date:04/16/2024

  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.

  04/12/2024 I was seen by a physician and was prescribed medication, they gave me no option to pick up them up besides out of state options it has been hours with no response

  Business Response

  Date: 04/17/2024

  Hello *******,

  We're sorry to hear about your negative experience with GoodRx Care. We have reach out to the GoodRx Care team with the information you provided so they could investigate the issue. They should be reaching out to you to provide you with assistance and get your prescription sent to one of you local pharmacies. If you need any further assistance, 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, and have delayed hours on the weekend. Please keep in mind, it is not a live chat, and someone will respond as soon as possible.