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

  40 W 25th St Fl 4 New York, NY 10010-2724

  
• 

  GoodRx, Inc.

  San Francisco, CA 94107-1459

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:03/28/2025

  Type:Billing 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 selected a free trial with goodrx and immediately cancelled it as I didnt want to forget to and i didnt plan on using it a lot just wanted to check it out and I'm glad I did they have been repeatedly trying to charge my card while my free trial is still active!!!! My free trial hasnt even expired its been pre cancelled and theyre still trying to charge me

  Business Response

  Date: 03/28/2025

  Hello *****,
  
  Thank you for bringing this to our attention. Based on the information you provided, we were able to locate your account in our system. It appears you may have accidentally signed up for the free trial of GoodRx Gold, our premium paid membership program. We can confirm that no charges were processed, and your account has been canceled. Additionally, weve removed your payment information from our system.
  
  If youd like to sign up for our free membership, you can do so here: *************************************************************;If you need further assistance, please give us a call at ************. Were available Monday through Sunday from 6 a.m. to 9 p.m. CT and would be happy to help!

  Customer Answer

  Date: 03/28/2025

   
  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

  Date:03/25/2025

  Type:Order 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.

  To Whom It May Concern:I have been a member of The Good RX Gold since August 2001. They charge $19.99/month or a discounted offer annual membership. For some time now I have been unable to use the Good RX Gold for my meditations as Good RX Gold is not accepted in many places. However, the standard (free) Good RX is accepted. Heres an example of what happened today. My provider called in a script for Duloxetine. My Good RX Gold membership price was $170.49 while the coupon my provider sent to me is $44.62 with the standard Good RX.Isnt this backwards for having a paid membership? I called the company today and expressed my concerns. I signed up for the Good RX Gold only. I dont use or have any interest in other programs they offer as it doesnt pertain to my needs. Can you please help me by helping other potential customers understand that purchasing a membership is absolutely unnecessary. Good RX Gold has essentially lined their pockets with my hard earned money for the past 4 years. I have since cancelled my membership with The Gold RX Gold.However, since I pay annually, I can use their services through August ******* so saddened that this company knowingly charges for memberships that cant be used in many, many places if anywhere. Thank you in advance for reading my complaint.

  Business Response

  Date: 03/28/2025

  Hello *****,
  
  GoodRx Gold can provide exclusive savings at over ****** pharmacy locations.  We are sorry that your preferred pharmacy was not one of them. To find a participating pharmacy near you, please visit our pharmacy search tool on the Gold home page: ****************************************************. If your current pharmacy isnt listed, GoodRx can always assist with transferring your prescription to a participating location, as part of your Gold membership. 
  
  We also ask that you please contact GoodRx prior to picking up a prescription at your pharmacy, if there appears to be a price discrepancy, so we can help you troubleshoot.  In this case, however, since Gold is not accepted at the pharmacy, there is not a Gold price at the pharmacy, which is why the pharmacy quoted you their cash pay price for the prescription without GoodRx.

• Initial Complaint

  Date:03/12/2025

  Type:Sales and Advertising 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 was price shopping on GoodRx for a vaccine called Immovax, a pre-exposure rabies vaccine needed for my job working with wildlife in ****. On February 12, 2025 I downloaded their free account (Member ID ********** coupon that guaranteed the contracted price through *** at $351 per dose. *** had their cash price advertised at $478 per dose. On February 18, 2025 I created a GoodRx Gold Membership (Member ID ********* account to see if there was any price difference. There was not. The contracted price that was given to me as a downloadable coupon was $351 both for the Gold membership and free membership. When I went to ***, the coupon was rejected and the price remained the same. I was advised from *** that this was an issue on the end of GoodRx and not CVS. On February 19, 2025 I Called GoodRx, spoke with **** at phone number ************ at 12:04 EST. He looked into the issue and called me back to tell me the coupon should now work. He issued a reference number of ******* for my ticket that was started. I went back to *** and it still did not work. Finally on February 28, 2025 I received an email from ******* ******* from GoodRx stating, "Hello ******, Thank you for reaching out! we are really sorry due the long time waiting, I don't know if the agent who you spoke with mentioned that this type of escalation have a waiting time between 1 or 2 week, we just got a response regards of your case. According to our pricing specialist the price that you were seeing ($351) was incorrect, they fixed that to be shown on the website the correct price, and they blocked the price for $351. Currently the price shown on the website is $484.52, which it's the correct price. If you have additional questions or need live assistance, please contact our Patient Advocacy team at ************, Monday-Sunday, 6 AM-9 PM Central Time. Thank you for contacting GoodRx, and have a lovely day! Best Regards, *******".My issue is that they advertised a false price and I feel that was wrong.

  Business Response

  Date: 03/21/2025

  Thank you for bringing this to our attention, ******.  We apologize for any inconvenience regarding this discrepancy.  Occasionally, the price of a medication can fluctuate before GoodRx receives information of a price change.  In other instances, a third party may inaccurately report pharmacy pricing to GoodRx.  Unfortunately, GoodRx does not set pharmacy pricing, and relies on third parties as a source of our information, since GoodRx is not the retailer.  This is why all of our coupons state that prices are subject to change.  
  
  Obviously, we want you to have the best possible user experience.  As a courtesy, we will issue a one-time Amazon gift card for $131 to cover the price discrepancy. The gift card will be sent to *************************** as listed in the BBB complaint.
  
  Additionally, we have canceled your GoodRx Gold account per your request.
  
  Please let us know if you need any further assistance.

  Customer Answer

  Date: 03/21/2025

   
  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

  Date:03/10/2025

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/10/2025

  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.

  I do not have an account with them.And I was charged in february and march for 9.99. I called them.And they said it would be five days before they could find out if they could refund me.

  Business Response

  Date: 03/10/2025

  Hello ***, 

  It sounds like a GoodRx Gold account may have been opened for you by accident. We can confirm the account has been cancelled and your refund is processing. Please note refunds can take 5 to 10 business days to complete, depending upon your bank's processing times. 

   

• Initial Complaint

  Date:03/10/2025

  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.

  I have tried on multiple times to cancel my subscription to GoodRX. The last time I asked them to delete me from their system which they said they did. Each time the monthly charge of $9.99 stops for several months and then starts up again. I know they are a legit company with good reviews but this seems to me to be either incompetence or some kind of scam. I just need them to stop billlng me. I dont need a refund because i always dispute the charge which has always been resolved in my favor

  Business Response

  Date: 03/10/2025

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

  Using the information you provided we were able to locate an account in our system linked to the email **************************. We have cancelled the account and removed the credit cards from our system. Additionally, we will be refunding the most recent payment on the account; refunds can take 5 to 10 business days to complete depending upon your bank. 

  Please be advised that this account has been repeatedly opened and closed. If you recognize the previously mentioned email, we ask that you follow up with the individual to prevent further reactivation of the account.

• Initial Complaint

  Date:03/04/2025

  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.

  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

  Date: 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

  Date:02/18/2025

  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.

  *********** 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

  Date: 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 Answer

  Date: 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

  Date:02/10/2025

  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 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

  Date: 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

  Date:01/31/2025

  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.

  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

  Date: 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.