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Complaint Details
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Initial Complaint
01/24/2025
- Complaint Type:
- Order Issues
- Status:
- Answered
I signed up for a "Free" plan, and they've been charging me $9.99 per month for two years.Business response
01/27/2025
Thank you for bringing this to our attention, ****.
It appears that you accidentally signed up for your paid membership GoodRx Gold. We will be providing you a full refund for all charges and removing your card from our system. As this refund is a larger amount, it may take up to 10 business days to complete, depending upon your bank's processing times.
If you have any other questions, or need further assistance, please let us know.
Initial Complaint
01/21/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
During the first week of January of 2025 I received my credit card statement and decided to review the charges. I ususally don't review my monthly statement but since it was right after Christmas, I thought it wise to check my charges. I immediately noticed an unfamiliar charge from GoodRX for $9.99. I called GoodRX customer service and inquired about the charge. Their agent told me it was my monthly charge for being a Gold Member. I told the agent I was not aware that I had been elevated from my free membership to a Gold membership, that I never requested a Gold membership, and furthermore, that I never authorized GoodRX to charge me a monthly fee of $9.99. I asked the agent when the monthly charges started. She stated as of November of 2023 I had been charged 15 times at $9.99 each which comes to $149.85. I told the agent to remove me from Gold membership status and requested a full refund for the 15 unathorized charges. She said she could refund just 6 charges ($59.94) and the rest ($89.91) would have to be approved by the accounting office. Today, 1/21/25, I called my credit card company and they stated I received 6 refunds but never received the remaining 9 refunds at $9.99 each. I called GoodRX and spoke with *****, a supervisor in ***************** He stated **********************'s accounting office was only willing to refund 6 charges, and refused to refund the remaining 9. I asked what was the basis of them keeping my money and he responded that it was the accounting office's decision to keep my money. I am requesting the remaining $89.91 be refunded as I never authorized GooRX to enroll me as a Gold member and I never authorized them to charge me a monthly fee of $9.99. They still owe me $89.91.Business response
01/21/2025
We apologize for your negative experience, ******.
We will be making a one time exception to our refund policy and will provide you with a refund for all charges. Please note refunds can take 5 to 10 business days to complete, depending upon your bank's processing times. Additionally, we have removed your credit card information from our system.
If you have any additional questions, please let us know. We'd be happy to help!
Customer response
01/22/2025
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
01/21/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for a free trial for GoodRX Gold on GoodRX and had to put in my banking info in order to get the free trial. After reviewing the prices, I found the GoodRX Gold was not a savings to me at all and in fact some prices were higher. So I went online and canceled my free trial. I also attempted to remove my banking info but that option is not available on their website. I have called 3 times asking that they remove my banking info with the latest call being today 1/19/25. They assured me my membership was canceled but I insisted they remove my banking info and they said dont worry your membership is canceled. The *** said she would have to research further but there was nothing she could do. It is illegal for a company to hold my account info without my permission or the ability to remove it. I want my banking info off of their website!Business response
01/21/2025
Hello *****,
We apologize for the confusion. Using the information you provided here we were able to locate the cancelled account. We can confirm that on Jan. 18, 205 your account was cancelled and that your credit card information was removed from our system. You should see no charges from us in the future.
If you have any other questions please let us know, we would be happy to help.
Initial Complaint
01/21/2025
- Complaint Type:
- Order Issues
- Status:
- Resolved
i looked up the cost of a medication on the goodrx website. it advertised the following "GoodRx Gold$22.36 $5.71 Get $16.65 off your first fill, then pay $18.21 on refills. Plus get up to 90% off other prescriptions and free home delivery. One month free with plans starting at just $9.99/mo. Cancel any time.* this was for *****************. so i signed up for the goodrx gold plan and when i used it to get my prescription at the advertised price of $5.71 if i signed up for the gold plan i was charged $18,21 at rite aid. i had no choice but to pay as i needed the medication. i immediately called goodrx on january 18 and the person i spoke to asked if it was a refill. i have no clue if it was a refill or not as i transferred it from *** to rite aid and i do not know how it was written however i most certainly NEVER used goodrx in my life for this medication. there are no terms listed with this promotion that state if it is written by the ** as a refill you pay the MEMBER discounted price of 18.21$ logically the way it reads i would have no reason to even imagine that if i filled without using good rx and then joined the GOLD MEMBER PLAN and filled a refill i would not get the first fill price of 5.71$ as this was MY FIRST FILL USING GOODRX GOLD MEMBERSHIP. had this information been disclosed i most certainly would have simply called my doctor and asked him to rewrite the script as a new one and NOT a refill. (assuming that was the issue) the agent i spoke with did not know and said she would escalate it and someone would get back to me in 2 weeks. are you kidding. that is unacceptable. i promptly canceled my membership of course as they completely false advertised. in addition as you can see from the attached they offered a cheaper price then i paid with a FREE GOODRX MEMBERSHIP.Business response
01/24/2025
Hello ******,
Thank you for bringing this to our attention, we have our team investigating this further. Since you have already picked up your prescription and cancelled your GoodRx Gold account, we will be providing you with a one time refund for the price difference. You should receive an ****** gift card, worth $13.00, from our customer support team to your email *********************************.
If you need any further assistance, please let us know.
Customer response
01/28/2025
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
01/06/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
There were supposed to set me up with this medication that I need and they have taken money out of my bank account and when I call they say they need papers that I have already sent to them twice. it has been three month now. I feel that they are stealing money from me.Business response
01/06/2025
Hello ****,
Thank you for bringing this to our attention, we would like to investigate this issue further. Unfortunately, we are unable to locate a GoodRx account using the information you have provided. Please provide us with the name, email, and member ID linked to your GoodRx account. Additionally, please also provide details regarding what service you used, (GoodRx, GoodRx Gold, GoodRx Care, etc.) and how much you were charge so we may better locate you in our system.
Initial Complaint
12/31/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Whoever signed me up never told me about the $25 dollar fee. I tried to contact via email using email address *********************** and they did not respond. Frustrated I called to cancel and they said only part of it was refundable. This is very inappropriate as I knew nothing of this fee. I desperately need this medication, but I don't need to be lied to and ignored.Business response
12/30/2024
Hello ******,
Thank you for bringing this to our attention, we would like to investigate this further. Unfortunately, we are unable to find you in our call or account system. We searched under both emails provide in your complaint as well as the other information. Can you please provide us with further details and any other contact information? Was this for your GoodRx Gold account, a ********************** Care appointment, or a different charge?
Customer response
12/30/2024
it just said RX Saver. When I typed in the name the address matched on here. Im not sure which it is. I'm just not happy. It happened on 12/13/2024 if that helps.
Complaint: 22747465
I am rejecting this response because:
Sincerely,
****** ******Business response
01/02/2025
Hello ******,
Thank you for bringing this to our attention, we would like to investigate this further. Unfortunately, we are unable to find you in our call or account system. We searched under both emails provide in your complaint as well as the other information. Can you please provide us with further details and any other contact information? Was this for your GoodRx Gold account, a ********************** Care appointment, or a different charge?Initial Complaint
12/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Signed up for the service. I live remote and no where near a hospital. They refused to give me a prescription and told me to go to a hospital. They charged me anyway. This is the second time they did that. They are not very professional in that you dont even have to see a doctor to get a prescriptionyou simply fill out a questionnaire. lol. Bunch of quacks. I live remote and needed healthcare and decided to use them a second time and they denied me a second time while still taking my money. I asked for a refund and was completely ignored. ***** this company and go elsewhere. Oh and the previous time they did in-fact keep dispensing me prescriptions for a recurrent Womans problem I had and then just decided to take my money and ignore me. What doctor doesnt *** see you face to face and just asks you a few questions? We have no idea if we are even getting real doctors. Never again.Business response
12/16/2024
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 we can see we have refunded your visit fee. If you have yet to see the refund hit your account, please note refunds can take 5 to 10 business days to complete. You refund began processing on Dec. 12, 2024, if your refund does not hit your account within the time given time period, please let us know so we may investigate further.Initial Complaint
12/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
No serviceCustomer response
12/09/2024
They charge me for pills I did not getBusiness response
12/09/2024
Hello there *****,
We would like to investigate this further and provide you with assistance. Can you please share more details? We will need the following: full name linked to the order, the email address linked to the order, the order number, order date, the script details, your GoodRx account number, and any other information you may find applicable.
Thank you for bringing this to our attention, we look forward to hearing from you.Initial Complaint
11/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
22Nov2024 my dog was issued a prescription for ******** 250mgs. I was recommended to use GoodRx by my vet to help make the prescription more affordable. I signed up with GoodRx and entered the prescription info into the app and I received a coupon amount of $10.47. However, when the the pharmacy entered the coupon into the system it came to $16.01. I called GoodRx and they contacted the pharmacy and they told me that the pharmacy said they didn't carry that medication and didn't fill it. I called them back and told them I had the prescription in my hand and I just got it 20 mins earlier. They called the pharmacy back and adived me that the reason I didn't get the price quoted by the app was because it was for my dog and not me. I complained that no where did their app say prices are different for people vs pets and that is false advertising. They need to tell people upfront that prices are different depending on "who" the medication is for. No wonder shelters are over flowing with pets turned in because people can't get them the care they need. Without this disclaimer it is false advertising which I believe is illegal. They should be required to state the rules for using their coupons up front.Business response
12/02/2024
Hello ******,
We apologize for any frustration or confusion this may have caused. The one-time offer can be used for your pet, as long as you create a new account under your name. We value your feedback and will be sharing it internally.
In the meantime, weve sent a gift card to the email address on file to cover the price difference you experienced at the pharmacy. If you have any questions or need further assistance, please dont hesitate to call us at ************. Were available Monday through Sunday from 6 AM to 9 PM CT and would be happy to help!
Initial Complaint
11/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
They would not give me my ******* and took my money and won't give me a refundBusiness response
11/25/2024
Hello ******,
Using the information you provided we were able to locate a recent call from you. It looks like you may have placed an order with the company Rx Saver. If this is correct, please reach out to their customer support team for assistance. You can find there online FAQ page here: ****************************************
If this is not the case, please provide us with more information; a copy of your receipt, your account membership number, order details, etc. so that we may can investigate further.Thank you
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Customer Complaints Summary
285 total complaints in the last 3 years.
102 complaints closed in the last 12 months.
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