Complaints

• Initial Complaint

  03/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 10, 2025, I purchased Goodrx due to their advertised prescription prices that were not the case when I actually sought to purchase them. In addition to (what I feel) was false advertising, I was charged for a virtual visit that I did not authorize, I believed to be answering questions about my health. I 100% would not have purchased anything from goodrx if I knew I was not receiving what was advertised. Costly prescriptions

  Business response

  03/10/2025

  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 have begun the process to refund your visit fee. Please note refunds can take 5 to 10 business days to complete, depending upon your bank's processing times. 

  You also have a GoodRx Gold account open with us. If you would like us to cancel the account before your next charge, April 9, 2025, please let us know. 

  Customer response

  03/10/2025

   
  Complaint: 23046365
  
  I am actually not rejecting this response: I had to click reject to respond but in addition to the refund, I would like it if you canceled the gold membership as well before I am charged
  
  Sincerely,
  
  **** *****

  Business response

  03/12/2025

  Thank you for your follow up, Dion.

  We have cancelled your GoodRx Gold account and removed your credit card from our system. You should not be charged in the future. If you have any additional questions or need further assistance, please give us a call at ************. We'd be happy to help! 

  Customer response

  03/12/2025

   
  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

  03/04/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They have been charging me to advocate for free prescriptions. I was informed by the actual Prescription/Medication company that they are in no way affiliated with them. They charged me and then had me call to do everything with the companies that they were supposed to have done. This is for lifesaving Medication to keep someone alive. Without this he Will **** They're messing with people's lives.

  Business response

  03/04/2025

  Hello ****, 

  Unfortunately, we are unable to locate any GoodRx Gold accounts or ********************** Care appointments with the information you have provide. Could you please provide us with further details as well as any receipts/invoices so we can investigate this further?

• Initial Complaint

  02/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *********** is ******. It is February 16, 2025. Normally I dont go through my credit card but this time I wanted to clean things up. I found goldRX has been charging me $9.99 a month for the last 18 months. It could be longer I do not know. I originally signed up for the free trial program and never chose the gold RX. Obviously this was surprising and disconcerting to suddenly see what Ive been charged for so long.- *********** seems to have decent information but I never saw the value based on the present insurance I have - I dont even remember the last time I looked up gold RX with the app I downloaded but it has to be well over a year. - Surprised I was not informed each month when the billing occurred. - Not sure when I put my cc in. - If you look into the account I have purchased nothing. Ever.

  Business response

  02/24/2025

  Thank you for bringing this to our attention, *****. It sounds like you may have signed up for our GoodRx Gold Membership by accident. Using the information you provided we were able to locate and cancel your account. We have begun processing a full refund, but due to the size it may take up to 10 business days to process through your bank's systems. We have also removed your card from our system. If you have any further questions, please let us know. 

  Customer response

  02/27/2025

   
  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. It is nice to see a business with sound foundations in honesty. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  02/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a college student. In April 2024, I fell ill and tried to use GoodRx telehealth services. I paid for telehealth services not knowing I would be charged whether or not the platform or service worked or not. The software was buggy and no doctor appeared on 2 to 3 attempts to connect with a provider on the GoodRx platform. I ended up taking a costly **** to a clinic. I had to share a lot of personal health information - the custody if which I am now concerned about if one is to believe the class action law suits. I found out later that not only was I charged a fee but that Good rx had charged me for a gold membership I could not and would not use when I signed up for what was supposed to be a one time telehealth call. I only found out months later that since April or May 2024 I was charged about $120. The website by design makes it difficult to cancel memberships. I finally got the number to call today and spoke to a ****** in their call service. I asked to speak with supervisor and they did not allow it and said it is against their policy in **********. I said I would contact a lawyer and the call center person dismissed this. I received the address and intend to write a letter to the legal office of GoodRx and explain my circumstances. I will be seeking counsel if I do not get a satisfactory response. It is a shame that this company supposedly pursuing democratization of Healthcare is also part of the problem of these recurring membership practices. It should be outlawed that any company be allowed to get paid without providing a service or adding memberships without the user being able to cancel easily.

  Business response

  02/12/2025

  Dear Sofia,

  Thank you for voicing your concerns with GoodRx.  As part of our 100% Satisfaction Guarantee, we will issue a full refund for your GoodRx Care appointment.
  We also have canceled your Gold membership and, as a courtesy, we will be refunding the cost of your Gold charges.  Please note, refunds can take 5 to 10 business days to complete, depending upon your bank's processing times. 
  
  By way of relevant background, the GoodRx Care message center is not a live chat.  Should you use GoodRx again in the future, you may always change your account type and preferences, or cancel your account, by visiting "Plan Information" while logged into GoodRx.  
  
  If you wish to request your data be removed from GoodRx's systems, you may submit a data deletion request at *****************************************************************;
  
  We trust this resolves your inquiry.  Please let us know if we can be of further assistance. 

• Initial Complaint

  01/31/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  January 6, 2025 ***** was taken out of my bank account. They helped me get a reduced cost for a medication. The took the money out of my account but I didn't get my medication.I replied to many of their emails and they've don't respond. I've had to call because they don't reply to an email I sent them. I use the email they provide.

  Business response

  01/31/2025

  Hello *****, 

  Unfortunately we are unable to locate a GoodRx account linked to the email you provided. Please provide us with any other emails or names that may be connected to our services. Additionally, you can also share the last 4 digits and brand name of your card, so we can search our system. 
  
  If possible, please also include details about the purchase you made so we can better search for an order you may have placed with one of our partnered pharmacies. 

• Initial Complaint

  01/24/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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. 

*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. ↩