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Complaint Details
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Initial Complaint
07/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received a promotion mailer stating i would receive $50.00 **** prepaid card if i transfered an rx to a preferred pharmacy. Promotion exp'd 6-30-24. My rx was transfered to ********* (as stated in the promo flyer) on 4-26-24. ***** said to wait 6-8wks. I called today,spoke with ********************** She stated since the promo is over, she couldnt escalate..meaning there is no way for Good rx to honor their promo. Is this a scam or what? I fullfilled my part. I expect Good rx to do the same. Thank you, *******************Business response
08/02/2024
Hello ***,
Thank you for bringing this to our attention; we would like to apologize for the frustrations this has caused. Using the information you provided we were able to locate your call in our system. After further investigation we will be resending you the $50 gift card, via traditional mail services. Please note it may take 4 to 6 weeks for the gift card to reach you as it is coming through one of our partnered vendors.
We appreciate your patience and understanding regarding this matter.Customer response
08/08/2024
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
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased annual gold card March, 2024 but I have still been charged regular price. I was using wrong account but I didn't know. I am asking for a revised start date to make this right. Problem fixed 7/29/2024. Annual membership should start today, good until 7/29/2025. Your CSR was unwilling to consider special circumstances. Said impossible to change dates. That is not fair or good business. Please adjust start date to reflect error by GOODRX. I thought I was getting discount but I wasn't. I had no idea something was wrong. I should not be penalized. Gold prices should have kicked in. I Am very upset about this Thank you,************* ************ ****************** **************************************Business response
07/31/2024
Hello *****,
Using the information you provided we were able to look up your contact with our customer support and your current annual account. If you had duplicate GoodRx Gold accounts on file, we would be happy to refund you the overlapping charges. We can see you did activate your annual account March of this year, however we do not see another GoodRx Gold account on file for you. Please provide us with the email or member ID linked to your other GoodRx Gold account so we may locate it our system.
Initial Complaint
07/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I contacted GoodRx Care at 10am for a painful UTI. It is now 3:21pm and my pharmacy still has not received the prescription, I had to go to *********** and spend an additional $30 to get the same diagnosis, except *********** sent over my prescription immediately.Business response
08/01/2024
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. Using the information you provided we have reached out to our GoodRx Care team and they should be following up with you. They will also be refunding your appointment fee as a part of our 100% Satisfaction Guarantee. Please note, refunds can take 5 to 10 business days to complete depending upon your bank.
If you have any other questions about your appointment please contact the GoodRx Care team through the message center. **********************************************;
Customer response
08/02/2024
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
07/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
In January, 2024 I received a flyer for a $50 **** Prepaid Gift Card if I transferred a prescription to a preferred pharmacy from Frys (Kroger). Flyer attached. On 1/26/2024 I transferred a prescription to ******* for Cialis. Receipt attached. The flyer said the $50 would be sent automatically. I did not receive it so I called GoodRx on 5/13/2024 and spoke with an agent for over 30 minutes who took all the details down, said he opened the case and that I would get the card as described in the flyer. He read the promotion, he saw my prescription, he made a record. I still have not received the $50 and when I called GoodRx today I was told there was no record of my previous call but it may be at "home office," which he could not see. Then he said that the offer was over and I could not get the promotion and would not be receiving the $50. I told him I redeemed the offer on 1/26, not recently. He said there was nothing he could do. I asked to speak with a supervisor, he said he would transfer me, then he said none were available but they would call me in 30 minutes. Then he hung up on me. No one ever called and I still have not received the $50 Prepaid ****. Is this a scam?Business response
07/31/2024
Hello *******,
Thank you for bringing this to our attention; we would like to apologize for the frustrations this has caused. Using the information you provided we were able to locate both of your call in our system. After further investigation we will be resending you the $50 gift card, via traditional mail services, to the ** box you listed here. Please note it may take 4 to 6 weeks for the gift card to reach you as it is coming through one of our partnered vendors.
We appreciate your patience and understanding regarding this matter.
Customer response
07/31/2024
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, assuming the $50 ************ is sent as promised.Thank you!
Sincerely,
***************************Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Monday, July 15, 2024, I used GoodRx to get treatment for a painful urinary tract infection. I wanted to avoid taking time away from work, and the promise of timely care was attractive. I paid $39, they sent a prescription order to my pharmacy, and marked my issue resolved. Unfortunately, however, they sent insufficient information to the pharmacy, and because of that my prescription could not be filled. I alerted GoodRx, who promised to fix it. Hours passed, with no help. On July 16, I asked for a refund, but was told they would promptly fix the problem. They have not, and stopped responding to my messages. I would like a refund.Business response
07/19/2024
Hello ********,
Using the information you provided we were able to reach out to our GoodRx Care team on your behalf for more information. Your pharmacy should have all the information they need to fill your prescription, unfortunately the medication is out of stock at that location. They pharmacy should be waiting on a new shipment to come in soon.
Our GoodRx Care team reached out to you via the message center with more details. If you have any questions, please send them a message there. Please note the message center is not a live chat and 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
07/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
06/14/2024 SAVON #**** ***** ADVERTISED PRICES WERE FALSE, AND REP CLAIMS HE CANNOT SEE THE PRICES I SEE. WHAT IS MORE, HE SAID THAT THE LOW PRICE WAS JUST FOR THE FIRST PURCHASE. I HAVE USED THE SERVICE FOR YEARS, AND THIS WAS NOT THE ***** NOR CAN I FIND THAT WRITTEN ANYWHERE ON THEIR SITE.Business response
07/19/2024
Hello ****,
Based on the information you provided, we were able to locate your call in our system. It appears you were viewing a Gabapentin coupon for ACME Save-On pharmacy, and we understand where your confusion may have arisen. While $18.70 is listed among other prices, it is noted below that this is a special price. When you click on that option, the standard coupon appears at a higher price, but if you look at the top right of the coupon again, you will see the special price of $18.70. Clicking on this option changes the coupon price, revealing that $18.70 is a special GoodRx Gold price for first-time users. We appreciate your feedback on this matter and will share it with our team to work towards ensuring this distinction is more visible.
Customer response
07/24/2024
Complaint: 21996995
I am rejecting this response because: In the past I have bought this item at the low price shown, many, many times. This "first time user" is a change that was not brought to my attention. I will be shopping for a different discount service.
Sincerely,
*********************Initial Complaint
07/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ten days ago, I contacted GoodRx and paid $9.99 and $18.99 for a virtual appointment with a GoodRx healthcare provider to treat a medical issue online. After I paid Good Rx in full, I received an email that their office was closed and Good Rx never contacted me for the virtual appointment, however, they took my money. I left multiple voicemails and emails with Good Rx over several days and no one from Good Rx ever responded. I disputed the charges with my bank and received the refund back through my financial institution. On 07/14/24, Good Rx fraudulently accesses my bank account and without my knowledge or permission they took out $9.99 from my bank account. No ******************** were provided and I did not authorize Good Rx to take any funds out of my bank account. I am reporting Good Rx as this company took $9.99 out of my bank account without my knowledge, permission, or authorization. I do not have a subscription with Good Rx and they absolutely do not have my permission to take funds out of my bank account.Business response
07/16/2024
Thank you for bringing this to our attention, ********.
Using the information you provided here we were able to locate the GoodRx Gold and GoodRx Care charges. We would like to apologize for the negative experience and have provided you with a full refund. We have cancelled you account and removed your card from our system. If you have any questions about your GoodRx Care appointment, please contact our GoodRx Care Support team via the message center. At this time, customer support for ********************** Care is only provided thorough the message center: **********************************************;
Initial Complaint
07/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Goodrx will not remove my credit card details, or my email address, and will not allow me to close my account as advertised. The Goodrx website says there is an option to close my account in the account settings, but there is no option there to close my account, I now have to call my bank to report my card stolen, because I don't trust such a shady company keeping my credit card information against my will. Keeping my credit card information against my will should be illegal if it isn't already.Business response
07/16/2024
Hello *******,
We take our users privacy very seriously and have removed your card information from our system. If you wish to have your email and any other data deleted, we've recently added the capability for all users to request the deletion of their data. You can request to delete your data here: ***************************************** Please note, it may take at least 45 days for full data deletion.
Customer response
07/24/2024
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
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
07/09/2024 i opened a goodrx account because of a uti it was advertised i could get a prescription in 1 or 2 hrs they responded that i had to go to a doctor to be seen in person i wouldnt of spent money if they would of told me this from the beginningBusiness response
07/10/2024
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 have refunded your visit fee. We have also cancelled your GoodRx Gold account and removed your card from our system.
If you have any questions about your GoodRx Care appointment, please send us a message through the message center. We would be happy to help! **********************************************;
Initial Complaint
07/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I got a GoodRx subscription card for free awhile back and did try to use it at the pharmacy but they never accepted it so I put it away and forgot about it. Well Im now just noticing on my bank statement that they have been charging me a fee for months now! When I tried to contact them to cancel and get my money back I was unable to. Im almost 70 years old and live on social security. I dont have any money as it is and now this. Please help me to cancel this account. Thank you. *********************** *****************************************. ***** ************Business response
07/10/2024
Hello ****,
Thank you for bringing this to our attention; it appears you were accidentally signed up for our paid membership, GoodRx Gold. Using the information you provided we were able to locate and cancel the account. We have removed your card from our system and will be refunding all charges going back to beginning of this year. Please note refunds can take 5 to 10 days to complete, depending upon your bank.
If you have any further question, please let us know. Or give us a call at ************, we'd be happy to help!
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Customer Complaints Summary
252 total complaints in the last 3 years.
105 complaints closed in the last 12 months.