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

• 

  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:04/15/2024

  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 January of 2023. If I log into my account, the account settings states that I have been a Free member since 2023 (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: 04/15/2024

  Hello ******, 

  Thank you for reaching out about this. Using the information you provided we were able to locate the GoodRx Gold account and have cancelled it. We are also refunded all charges related to the account, with exception with the 2 most recent. Since the 2 most recent are being disputed through your bank, they are currently under review and unable to be adjusted by our team. Once the dispute has been completed we will be happy to refund those as well. We have also removed your card from our system, to prevent any other charges occurring in the future.

  If we can provide you with any further assistance, please let us know; we'd be happy to help. 

• Initial Complaint

  Date:04/10/2024

  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.

  Downloaded GoodRX app, looked up medication at appropriate pharmacy and downloaded coupon.When I tried to use the coupon, instead of medication being $3.83 as per coupon, it was $52 as per pharmacy. Another medication was $107 and not the $20.53 on the coupon.The pharmacy said it was GoodRX not being honest. I refused to pay those costs.

  Business Response

  Date: 04/11/2024

  Hello *******,

  We would like to apologize for the frustration and confusion; the price you see online is the price you should expect to pay. We would be more than happy to look into these price discrepancies and work with your preferred pharmacy. Please give us a call so we can collect more information and reach out to the pharmacy on your behalf. We can be reached at ************, Monday through Sunday from 6am to 9pm CT.  

• Initial Complaint

  Date:04/09/2024

  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.

  In March of 2023, I used GoodRX's app-based online telehealth ******* to receive treatment for a medical condition. I was charged $9.99 for signing up for GoodRX's ****** ******* to have access to the telehealth ******* and was also charged $19.99 for the telehealth visit. After receiving my treatment I cancelled the ******* through the app.In January of 2024 I returned to GoodRX's app-based ******* to receive treatment for another medical condition. I discovered my cancellation to the monthly Gold ******* was never honored and my card was being charged $9.99 a month for the now 9 months that had passed since my first treatment. I paid an additional $19.99 for another telehealth visit, submitted another cancellation request to the monthly subscription.I have been searching for receipts for the $9.99 monthly charges and could not locate anywhere on the GoodRX website or app with a transaction history for the monthly charges. All I could locate was an order history for the $19.99 visits. Additionally I never received any emails from GoodRX or an affiliate regarding the monthly subscription. This leads me to believe that there was an intentional concealing of the recurring subscription. A short ****** search led me to find other people with a similar experience.I would like a refund of the monthly subscription charges that I did not consent to and was not notified of. These charges were applied for the months of April to December with a total amount of $89.91. Attached is my card statement showing all charges from GoodRX in the year of 2023.

  Business Response

  Date: 04/09/2024

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

  Using the information you provided we were able to locate your GoodRx Gold account and the charges in our system. We can now confirm your account has been canceled and we are processing refunds for all charges on file for your GoodRx Gold account.  Please note refunds can take 5 to 10 business days to complete, depending upon your bank's processing times. We would like to offer our apologies for this frustrating experience. 

• Initial Complaint

  Date:04/08/2024

  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 entered my information for an online doctor at GoodRx on 4/4/24. The website states that someone will respond with in 8 hours if it is after hours. It was at 9:11 p.m. when I filled out the information. The website asked me to provide my payment information, which I did. After 13 hours of not hearing a response, I sent a message, which is how they advise to contact them. I received no response, after an hour I messaged again, and received no response. I then sent an email which responded with an automated response, I sent another email to see if it would then be sent to a person, but never received a response. I googled a phone number to call if I needed a refund. I called that number at 11:47 a.m. and was informed they could not issue me a refund, even though the service I paid for was not provided. This seems fraudulent as they are advertising a service and taking money for it, but not providing the service. I just want my money back.

  Business Response

  Date: 04/09/2024

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

  Unfortunately, our GoodRx Care message center is not a live chat. We can of course issue a refund as part of our 100% Satisfaction Guarantee. Using the information you provided we were able to locate the charges for your appointment and they will be returned to your card. Please note refunds can take 5 to 10 business days to complete, depending upon your bank. If you have any other questions, please don't hesitate to ask. We'd be happy to help! 

  Customer Answer

  Date: 04/15/2024

   
  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:04/08/2024

  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.

  April 4, 2024 - I used GoodRX online consultation to get a prescription for an antibiotic. Nurse clinician was prompt and issued prescription. No complaints there.GoodRX takes me to pharmacy options page, I select Valu Market in **************, ** because it was near me and most affordable. After GoodRx sent the prescription, I called the pharmacy to doublecheck that they received it. I said it was sent digitally from GoodRX. They confirmed it.When I arrived to pickup the prescription, I was informed they do not accept GoodRx coupons. I was charged 2x what GoodRX quoted. I paid because I needed the meds.I called GoodRxs advocate line and they told me they no longer work with that pharmacy chain, but they couldnt explain why they still list in their pickup location options.So please, PLEASE, go through your pharmacy lists and remove all the pharmacies that no longer work with GoodRX. Do not list pharmacies that do not accept GoodRX coupons. Very misleading and made me feel like I was scammed even though I understand thats not the case.Now I will not trust GoodRX pharmacy lists and always call to confirm if they accept GoodRx coupons ahead of time.

  Business Response

  Date: 04/09/2024

  Hello *********************,

  We would like to apologize for the confusion and frustration with the pharmacy listing. We appreciate you bringing this to our attention so we may review our listings and make updates. For your inconvenience we are happy to refund your appointment charges of $39.00. You should see the amount returned to your card in 5 to 10 business days, depending upon your bank. If you have any questions about your appointment please reach out to us via the message center so we provide you with assistance. **********************************************;

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've long been a "gold" member of this company paying a monthly fee and up until now was satisfied with their work however, I am very disappointed with this company. They guarantee same day or next day assistance and over a week ago I did my online visit for refill of my bc pills which I take for my mennhoragia. I specifically said I needed the 91 day pack because it helps control my pain and bleeding. In the past this was never an issue. This time they called in the wrong thing and my pharmacy let me know what I needed to tell them to do so I did and they still sent the wrong thing (28 day). I've been asking daily for help to get the right thing as now I'm in a significant amount of pain due to being out of my medicine. Days ago they said they would call the pharmacy and they still have not. Every day I sign into the chat (only way to reach them) and it's basically radio silence except for the "it's in the queue". I understand there was a holiday so I was even willing to be understanding but it has now been a week with no progress. I'm extremely frustrated.

  Business Response

  Date: 04/09/2024

  Hello ****,

  We would like to offer our apologies for your negative GoodRx Care experience. We've had our GoodRx Care team members reach out to you to help resolve this issue. We have also refunded the charges for your appointment, please note refunds can take 5 to 10 business days to complete depending upon your bank. If you have any other questions or if we can assist you further, please let us know. We would be happy to help! 

• Initial Complaint

  Date:04/01/2024

  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.

  In December of 2023 I received an undated letter from GoodRx Gold stating that my pharmacy, ****** would no longer accept my GoodRx Card as of January 1, 2024. This was correct. It also stated that if I would switch a prescription to another pharmacy that still accepted the Gold card that they would send me a $100 **** prepaid card within 6 to 8 weeks. CVS Pharmacy was listed in the letter as one of pharmacys still accepting the Gold card. On January 17, 2023 I took my prescription bottle for Prednisone which had 1 refill remaining to CVS and they filled it on January 18 using my Gold card. To date, I have not received my $100 **** prepaid card. I called a customer support number on 3/10/24 and spoke with a **** who said he would escalate this issue to the marketing department. He gave me a case #*******. I heard nothing and called back on 3/26 and talked to a ******* who read from the same script as **** and gave another case number, *******. Today is March 30, and I still have gotten no reply from anyone at the company. I feel as though we have a contract: GoodRx made me an offer, I accepted their offer by changing pharmacies, now they should honor their part of the contract.

  Business Response

  Date: 04/05/2024

  Hello *******, thank you for reaching out about this; we would like to offer our apologies for any confusion. We will be emailing you the $100 **** gift card using the email provided above so that it reaches you immediately. Be sure to check all of your incoming folders, including spam as the email may go there. We once again would like to offer our apologies, and please let us know if you have any questions or need further assistance.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21507566
  
  I am rejecting this response because:
  They promised me they would e-mail a gift card on 4/1/24 within 10 days.  Today is 4/12/24 and I havent received it.  This is a scam and they should be held accountable.  Ill never do business with Good Rx again.
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/08/2024

  Hello *******,
  
  You should have received the gift card via email from GiftCards.com on April 5, 2024. While it should have arrived in your main inbox, please double check any other folders, as well as your spam folders, if you do not see it in your inbox. We have also had the information resent to your email on May 3, 2024 with the retrieval reference number ************. We have set up a notification to alert us if the gift card hasn't been accepted in 4 business days, should there be any difficulties with redemption please let us know. 
  

• Initial Complaint

  Date:03/29/2024

  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 used the goodRX care service march 13,2024.After accepting the treatment plan.I was guided to select a pharmacy to send the prescription to.I sent over two prescriptions .Only one was full and picked up.I am still waiting on my second prescription.Its been two weeks and no one from customer service has resolved this issue.Here I am two weeks later, not able to start treatment because they have not resent my prescription.I was also charged a gold membership fee,I never signed up for.At this point in time I am asking GOOD RX care to provide my prescription.So I can get started on my care.

  Business Response

  Date: 04/02/2024

  Hello Fajr Craft,

  We would like to apologize for the negative GoodRx Care experience. We have reached out to our Care team and we will be refunding your appointment for the inconvenience. Based on your appointment details our Healthcare Professional resent your prescription to a new pharmacy on March 27, 2024. However, if you are still running into any issues please contact our GoodRx Care team through the message center so they may provide you with assistance. **********************************************;

  
  

• Initial Complaint

  Date:03/25/2024

  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.

  Using the GoodRX online survey does not allow one to decline a subscription nor to end the survey. I can only go offline to get out. This last happened to on 3/22/2024.

  Business Response

  Date: 03/26/2024

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

  We appreciate your feedback and will pass it along to the proper teams to update any surveys moving forward. If there is anything we can assist you with please let us know. 

• Initial Complaint

  Date:03/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have canceled my Gold RX membership before the free trial period ends. The term states that I will not be charge any membership fee if I canceled before the trial period ends. However, my debit card has continually seen charge attempts made from Gold RX even after I had received a confirmation email that my account has closed. I contacted Gold RX customer representation about the problem but received an email reply asking if I would like to restart the Gold membership. I replied no and requested that my account be closed immediately. The customer rep replied saying that has has closed my account and I should not see anymore charges from Good RX. However, two days after his email, I received another charge attempt. I would like to file a complaint against Good RX and its clear and abusive behavior and possible fraud scheme to ******* money from unsuspecting customers who signed up for their service. I saved every correspondence and bank receipts to show the communication history and charge attempts made even after the account was cancelled.

  Business Response

  Date: 03/26/2024

  Hello *****, 

  We would like to apologize for the negative experience with GoodRx Gold. Using the information you provided, we were able to locate one account linked to the email *****************. We can confirm this account has been cancelled and we have removed the card on file. We are also refunding all 3 charges linked to the account, you should see the money returned to you in 5 to 10 business days depending upon your bank. If you suspect you have another account with us, or another card besides your discover was being charged, please provide us with more information so we may investigate.

  Thank you