ComplaintsforGoodRx

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Initial Complaint
10/02/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
To Whom it May Concern:I learned yesterday that GoodRx Gold has been charging my credit card unbeknownst to me since November 2023, I happened to notice a transaction made at 1:15am ET for $9.99 and did not recognize the purchase. When I researched further, I found I had been charged $244.43 from November 2023 through September 2024. Below are the charges I did not authorize:11/23/23: $59 12/11/23: $59 12/25/24: $19 12/28/24: $19 No charges *************** 2024.4/28/24 - 9/28/24: $9.99 each month The November charges were around the holidays when I had many charges and didn't notice. I use the credit card for many purchases and did not notice the other transactions in 2024 either.I called GoodRX at the number on my **** statement ************** on 9/29/24 and they said they could not access my information with only the last four digits of my credit card, my phone number and my name and requested my email and zip code. I was nervous about providing too much personal information so entered my email on their website to see if an account could be found. GoodRx sent a verification code to my email that I used on the website and my email is not linked to an account. Therefore, my email address would not be helpful for GoodRx to locate my account. Te representative asked me to call back the next day when someone with additional permissions could try to access my account.When I called back on 9/30/24, the representative said he needed the expiration date on my card and my date of birth to locate my account. This is suspicious as the exp. date is only used for new purchases. I am not comfortable providing my DOB. My credit card company can only take care of the last 6 months of charges, but not the $184.89 from 2023. This company has fraudulently charged my account and has admitted they do not have a record of my account after I finally shared my email address. They should provide me with a credit for the false charges.
Business response
10/03/2024
Hello *********,
Apologies for the confusion and frustrations; and thank you for providing detailed information. We were able to track down your call with our support team, and based on that conversation, we identified a GoodRx Gold account linked to the email **********************************.
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. We'd be happy to help!
Customer response
10/07/2024

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 with one clarification - I had found additional charges on my account that were not visible in the portal when I sent my original complaint. Below is a summary of all charges from GoodRx in the context of this complaint:

Date Amount
11/23/24 $       59.00
12/11/23 $       59.00
12/28/23 $       19.00
12/28/23 $       19.00
12/28/23 $       19.00
12/28/24 $         9.99
1/1/24-9/28/24 $       ***** ($9.99 each month)
1/31/24 $       19.00
2/1/24 $       19.00
2/1/24 $       19.00
TOTAL $     331.90

Sincerely,

********* ****
Initial Complaint
09/30/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid for an online appointment that advertised same day prescription pick up for Ed ********** This was LAST THURSDAY at 12:36 in the afternoon. They have just been dragging their feet and definitely did not even come close to their claim. Erectile Dysfunction Same-day prescription for ED *********** Discreetly delivered or pharmacy pickup.
Business response
10/01/2024
We're sorry you had a bad experience with GoodRx Care, *****.
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. As part of our 100% Satisfaction Guarantee our team should have followed up with you and provide a refunded your appointment fee. Please note refunds can take 5 to 10 business days to complete, depending upon your bank's processing times.
If you have any further questions about your appointment please let us know.
Customer response
10/04/2024

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
09/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The most expedient manner is to provide th original emaill to GoodRX regarding ************************ ER 50mg 90 tablets (Randalls):Email: "I copied a $26.83 coupon for the above medication. I spoke to ***************** and indicated that I would be using a coupon. I was told to bring it with me when I picked up the meds as opposed to providing it over the phone. The item was not in stock and when I picked it up the medication had been "rung up" for $36.83. The coupon that I had was no longer the original price but twice that amount. GoodRX was checked while I waited and I ended up paying $43.51. I question the "bait and switch" process and consider it unconscionable. Shame on GoodRX!"In a series of emails that followed I was informed that the $26.83 was for new customers or Gold members. I was on my account when I saw the coupon as a "special". There were no obvious parameters for the "special" so I went on the site the next day and copied the $36.83 coupon. Please note that in the past, I would copy a coupon and rarely present it on the same day. The store had rung the medication up for the $36.83 on the day before I was able to pick it up. However, to reiterate, on the day I did provide my credit card for purchase, the store was only able to process the charge for $43.51. This was a substantial difference from the original $26.83.
Business response
09/23/2024
Hello ****,
Based on the information you provided, we were able to locate your emails in our system. After reviewing that information and your screenshots, we can see where your confusion may have arisen. While $26.83 is listed among other prices, it is highlighted in green as it is a special "One-time offer" price. Unfortunately, this offer is only available for new customers; since our system recognize your email that was register in 2017, this welcome offer it is not available for you. We apologize for the confusion and disappointment this may have caused will share your feedback with our team to work towards ensuring this distinction is more visible.

Regarding the price discrepancy you experienced; GoodRx prices are based on pharmacy cash prices which fluctuate frequentlydaily, weekly or monthly. This is why you had to pay more, $43.51, the next day.This explains the difference between the $36.83 coupon and the final cost of $43.51. To avoid any unexpected costs, we recommend checking the GoodRx website or app right before filling or refilling your prescription. For more details on pricing changes, please visit: **********************************************************************************************************************************************************
Customer response
09/24/2024

Complaint: 22325483

I understand the explanation for the "special" coupon. However, the pharmacy rung up the medication on the day they received the medication. They indicated to me that it was available and I picked it up the next day with a price of $36.83 on the printout attached to the medication. I provided my credit card and the item would only ring up for more money. This is not an acceptable way to do business and is tantamount to "bait and switch". I do believe that I will continue to address this issue.

Sincerely,

**** ******
Business response
09/24/2024
While we understand your frustrations, ****, GoodRx prescription discounts, coupons and prices may change at any time.
GoodRx prescription discounts, coupons and prices shown are based on multiple sources, including published price lists, purchases, claims records, and data provided by pharmacies. The prices we show are our best estimate; while we believe our data to be generally accurate, we cannot guarantee that the price we display will exactly match the price you receive at the participating pharmacy. As prices are subject to fluctuation, you will have contact the participating pharmacy the day you pick up your medication for exact pricing.

For more information, please review our Terms of Use here: ***********************************************************************************************************************************************
Customer response
09/24/2024

Complaint: 22325483

I was reading other reviews and this was your response to someone who had the same complaint as mine;
Hello XXXX, we're sorry to hear about the discrepancy; the price you see is the price you should expect to pay. Please give us a call so we may look into this and provide you with assistance. We'd be happy to help! We can be reached at ************, Monday through Sunday from 6am to 9pm CT."
This response is diametrically opposed to the response I got.

**** ******
Business response
10/03/2024
Hello ****,

We understand your confusion, and apologize for any misunderstanding about how pharmacy pricing works. Just to recap, it looks like we have a few things which happened with this transaction that impacted the price. First, the "special price" coupon stated that it only applied to users who create a new GoodRx account. We are sorry to report that you did not qualify for that offer as an existing GoodRx account holder. Second, as happens from time-to-time, the price at the pharmacy fluctuated between the time you viewed the coupon and when the medication was picked up. That occasionally happens. Unfortunately, GoodRx does not set pharmacy pricing, and these types of changes do happen without GoodRx's advance knowledge, since GoodRx is not the retailer. You can read more about pharmacy price fluctuations here:  FAQ page about price changes.

Please note that if you ever get the pharmacy and experience a pricing discrepancy, you are welcome to call the GoodRx Patient Advocacy line for assistance at ************. Were available Monday through Sunday from 6am to 9pm CT. We can often help troubleshoot these types of issues and provide guidance on how to keep the price of a medication down. We can even try to help transfer your medication to a cheaper pharmacy.

However, after the medication is picked up and paid for, we are limited in the assistance that we can provide. That is because the transaction has already taken place and GoodRx is not a party to that transaction. Unfortunately here, GoodRx only received your inquiry after the prescription was paid for and picked up, so our options to assist at this point are limited.

Obviously, we want you to have the best possible user experience. While we can't do anything about the amount paid at the pharmacy, we are willing to offer you a $25 Amazon gift card as a courtesy for your troubles. Please let us know if we can assist you in the future.
Customer response
10/04/2024

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
09/23/2024
Complaint Type:
Customer Service Issues
Status:
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.
I paid $39 for a visit with the online doctor. I filled out a form. The doctor texted he was sending a prescription without speaking to me by text. I am on vacation in a different state than my license. I specified this in my message before I paid, I have reached out through email and message with nothing I want a refund. Terrible fraudulent company
Business response
09/23/2024
Hello ******,
Thank you for bringing this to our attention, we contacted our GoodRx Care support team to investigate further. Unfortunately, since you selected your state as Texas at the start of your GoodRx Care visit, they are unable to transfer your script to ******. However, per your request they have begun the process of issuing you a refund. Please note refunds can take 5 to 10 business days to complete, depending upon your bank.

Should you have any additional questions about your appointment, please message our GoodRx team through the message center. To protect your privacy, only our GoodRx Care team is able to review your appointment details. 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. **********************************************;
Initial Complaint
09/18/2024
Complaint Type:
Billing Issues
Status:
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.
Since April GoodRX has been charging my credit card 9.99 a month, which I did not catch until July.. I called them and told them I did not order this and for them to stop it and credit me back, which they did for July and August. They said they were going to stop charging me. But they are still charging me, and they say they have no record of me or my credit card, But then how are they charging me! Especially since I never signed up or gave them my card information. I changed my credit card number and they are still charging me! How is this possible! Has to be fraud!
Business response
09/18/2024
We apologize for the frustrating experience *******,
After reviewing the information you provided, we were able to locate your calls in our system. However, we were unable to find any GoodRx accounts associated with the details you shared with our support team. Upon further investigation, we may have identified another account that could be linked to you. Could you please confirm if you have ever used a **** card ending in 2633?

If this does not apply to you, we would appreciate your assistance in providing additional information so we can conduct a more thorough investigation. Specifically, please share the last four digits of the credit card that was charged, the card brand (****, AMEX, **********, etc.), your email address or any email address you believe may be linked to the account, as well as the dates of the three most recent charges.
We are committed to resolving this issue promptly and look forward to your response.
Customer response
09/26/2024

Complaint: 22293776

I am rejecting this response because:

Sincerely,

******* *****
Initial Complaint
09/06/2024
Complaint Type:
Product Issues
Status:
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.
On 9/4/2024 I received an email from GoodRx claiming that I've saved $805 this year using their service. However, when I logged into my account, no history or record showing where or how I used their coupons to achieve those savings. I contacted GoodRx customer service, but they couldn't provide any information on how to find or verify these details. My complaint is that GoodRx is making unsubstantiated claims in their email without offering any way to validate those savings. This practice feels misleading and potentially fraudulent, as it seems they're baiting customers with made-up savings numbers to encourage more spending. This issue needs to be addressed.
Business response
09/10/2024
Hello ********,
We regret that the recent email you received may have been perceived as negative. Our intention with these communications is to provide information and confirm the savings achieved through our services. To protect your privacy, your prescription and savings details are restricted, unfortunately rendering the data not accessible to our customer facing teams.
We appreciate your feedback and will share it internally to enhance our service. In the meantime, we will remove you from our mailing list, and you will no longer receive similar emails.
Thank you for bringing this to our attention.
Customer response
09/18/2024

Complaint: 22243407

I am rejecting this response because: GoodRX has not provided a response as to how the information is rendered, or where I, the subject of the information, can find this information. Otherwise, it still appears to be a fabricated number/amount.

Sincerely,

******** ******
Business response
09/27/2024
Dear ********, thank you for reaching out. We have added your email address to our do not contact list. GoodRx calculates savings for each customer based on that customers annual transactions. For privacy and security reasons we cannot provide information related to a users accounts or claims via the Better Business Bureau. Please visit ************************************************************************** to learn more about how to access your information and privacy rights.
Initial Complaint
09/03/2024
Complaint Type:
Product Issues
Status:
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.
The prescription provided by Goodrx was incomplete. CVS cannot fill the prescription as it is written. Goodrx had tried tried to call but cannot reach anyone. I asked to have it rewritten. Since they cannot fulfill my prescription I am asking for a refund of the $59 I paid them for the visit to get the prescription.
Business response
09/04/2024
Hello Shel,
We sincerely apologize for the inconvenience you experienced with GoodRx Care. We have contacted our Care Support Team to investigate the issue further. Unfortunately, the prescription provided was incomplete, which prevented the *** location you selected from fulfilling it. Our team made several attempts to reach the *** Pharmacy to correct the script, but was unable to connect with a pharmacy technician.
On Sunday, we successfully forwarded your prescription to an alternative pharmacy of your choice, and it should now be ready for pickup at your convenience. We understand your frustrations regarding this experience and have issued a refund for your appointment. Please note refunds can take 5 to 10 business days to complete, depending upon your banks processing times.
Should you have any additional questions or require further assistance, please do not hesitate to contact our Care Support Team via the message center. **********************************************; We are happy to help!
Initial Complaint
08/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am a retired municipal employee from *************. My retirement benefits include health insurance. The fiscal year for my benefits begins July 1st of each year. My insurance possesses a hundred-dollar deductible for prescription medications. As most people are aware prescription drug prices are excessive especially if you are on a fixed income. During the deductible stage of my yearly prescription cycle prices can be eight times the price that I pay after the deductible is settled. As such I looked for the best price to meet my budget I turned to Good RX. I found I could save the half the amount charged for my prescriptions. As the weeks went by and my prescriptions renewed, I found I was still obligated to pay four times or eight times what I would pay after my deductible was met. I was puzzled because according to my calculations I had met my deductible obligations. I contacted my insurance carrier only to be told according to their records I had not met my deductible. When I explained what had happened, I was informed that if I use Good RX none of those expenditures qualify towards my deductible. No where is this listed in any advisory or "contract" from Good RX. Basically, if you have health insurance and use Good RX during your deductible stage you will never meet your deductible quota, and Good RX will continue to discount your prescriptions even if you didn't authorize them to continue on and after your initial use. The public needs to be aware of this. Obviously Good RX prospered from my transactions, and I lost out on money towards my deductible.
Business response
08/27/2024
Hello ****,

While you may utilize the GoodRx alongside your insurance or ********* please be aware that GoodRx discounts cannot be combined with insurance coverage or any federal or state-funded programs such as ******** or ********* GoodRx operates as a coupon service providing discounts on the cash price of medications and is not considered insurance. For additional information, please visit: *************************************************************************-What-is-GoodRx-How-does-it-work
When using GoodRx instead of your insurance, the amount paid will not automatically count toward your deductible. However, in some cases, your insurance provider may allow you to submit receipts for prescriptions purchased with GoodRx for potential reimbursement or to apply toward your deductible and other policy limits. For further details, please visit: **********************************************************************************************************
Customer response
08/29/2024

Complaint: 22187605

I am rejecting this response because: I do not have ******** or Medicaid. The I have ********************************************** administered by the ************************** of Massachusetts. My point is that people should know that purchases made during their deductible period using Good RX are not eligible to counted towards said deductible. There should be a disclaimer.

Sincerely,

***************************
Initial Complaint
08/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been getting my prescriptions from GoodRx pharmacy with a gold membership. Theyre now telling my prescription was lost and they arent a pharmacy and cant tell me what my membership is paying for
Business response
08/23/2024
Hello ******,
Thanks again for contacting us to resolve this issue. We reviewed the information provided and discovered the problem: this order was not placed with a pharmacy owned by, operated by, or affiliated with GoodRx. Rather, it looks like you placed an order with The Good Rx Pharmacy, an independent, third-party pharmacy with no connection to our company. The phone number you mentioned on your medication bottle, **************, is associated with The Good Rx Pharmacy. Their website is thegoodrxpharmacy.com. For assistance with your order from The Good Rx Pharmacy, please contact them directly at **************.
We apologize for any confusion. Please ensure you are visiting www.goodrx.com or download the free GoodRx app to use GoodRxs services. If you have any other questions or need further assistance, please let us know.
Initial Complaint
08/19/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I paid good rx for an evaluation and they sent me a prescription that gave me a bad allergic reaction. They prescribed another medicine for me but the prescription expired and now they want me to pay for the evaluation all over again.
Business response
08/22/2024
Thank you for bringing this to our attention, *******.
We have reached out to our GoodRx Care team for more information. According to your chart, a prescription was sent on July 25, but due to allergic side effects a new prescription was written on July 29. However a pharmacy was not selected for the prescription written on the 29th, so the prescription expired in our system. We see that you reached out to our GoodRx Care support team on August 16 about the expired prescription. Our clinical team to reviewed the situation and determined a new visit was necessary due to the time elapsed and the type of medication.
However, we understand your frustrations and have initiated a refund for your first appointment fee. Please note, refunds can take 5 to 10 business days to complete depending upon your banks processing times. If you have any questions about your prescription or refund, please reach out to our GoodRx Care Support Team via the message center. They would be more than happy to help! **********************************************;

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