Business Profile

Coupon Services

GoodRx

Complaints

This profile includes complaints for GoodRx's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

251 total complaints in the last 3 years.
63 complaints closed in the last 12 months.

If you've experienced an issue

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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:07/08/2025
Type:Customer Service 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 called in on 7/1/25 to cancel this membership for my husband **** ******* and you all still charged me the $9.99 fee. I'm not sure who I spoke with or why it's not documented but this is very unfair. I have sent numerous requests to customer service and no one will assist me.
Business Response
Date: 07/08/2025
Thank you for reaching out about this, *******.
Using the information you provided we were able to locate and cancel your husband's account, you shouldn't receive any charges in the future. Additionally, we have removed your credit cards from our system and will be providing you a refund for the charges listed on the account. Please note refunds can take 5 to 10 business days to complete, depending upon your bank's processing times.

Please let us know if you have any further questions, we'd be happy to help!
Customer Answer
Date: 07/09/2025

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:07/08/2025
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 have used GoodRX service for over a year now to save money on medications. I am very unhappy with the level of service today when I signed up for a virtual visit and gold membership. There are many technical difficulties with the service and rewards/points system. I had already got my medication at ******* and the pharmacist confirmed it was with GoodRx. But I never received any points for my medication, and it showed no history on orders in my account online. I am very upset that my previous points could not be redeemed. On my account it says that over ***** points expired back on May 19th. This is not fair because I was not able to use my points to redeem and GoodRx never notified me that my points would expire. Also, the **************** charged me $15.69 for my medication but at other pharmacies it was $4 or around $8 at the most. I got more expensive medication when using GoodRx that did not save me money. I signed up for the GoodRx gold membership to save me money on doctor visits and prescription medications. I am not happy after ordering today. I have enclosed a copy of my ******* receipt as proof of purchase of my medication. Here is also information about my account. ********* PCNGDC GROUPGOLD MEMBER **********
Business Response
Date: 07/15/2025
Hello ******,
Thank you for bringing this to our attention. Based on the information you provided, we conducted a review and confirmed that an expiration notification email was sent on April 18, 2025; one month in advance of the expiration date. A second reminder is sent closer to the expiration, but it appears that message did not reach your inbox.
While we continue to look into this issue, were making a one-time exception and have begun the process of redeeming your reward points. As of July 15, 2025, we initiated redemption for ***** points. This amount includes coverage for your expired points as well as the ***** points earned from your most recent prescription purchase. Please note that points may take a few days to appear in your account. If they haven't shown up within 7 days, feel free to reach out.
If you have any questions about your rewards or need additional assistance, please visit our FAQ page linked below, or contact us at ************. We're available daily from 6 AM to 9 PM CT and are happy to help.
*****************************************************************************************************************************
Customer Answer
Date: 07/15/2025

Complaint: 23560200

I am rejecting this response because the points were only part of the complaint. Thank you for giving the points back so I can use them. The other part of my complaint has not been resolved. The $28.99 I paid for the gold membership and virtual consultation I am not pleased with the service. I have gone ahead and cancelled the gold membership as of today. Please refund me the amount $28.99 for virtual consultation and gold membership. Once I receive the refund then I will be pleased and this complaint will be resolved.

Sincerely,

****** ******
Business Response
Date: 07/21/2025
Hello ******,

We have cancelled your GoodRx Gold account and have begun processing refunds for your membership fee and GoodRx Care appointment. 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, please let us know. We'd be happy to help.
Customer Answer
Date: 07/28/2025

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. Thank you.

Sincerely,

****** ******
Initial Complaint
Date:07/01/2025
Type:Service or Repair 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 two gold rx accounts. I canceled my gold rx subscription on BOTH of them and yet keep getting messages that my payment didn't go through. Pretty scummy of a company to have a cancelation button that doesn't even work and further more not to have an option to remove your payment. In the screen shot I attached on my first account you can clearly see it says my subscription was cancelled but then right above it tells me the next date I'll be billed? It makes no sense.
Business Response
Date: 07/03/2025
Thank you for bringing this to our attention, *******; we will have our team look into this cancellation error.

In the meantime, we were able to locate and cancel both accounts. We will be providing you with a refund and removing your cards from our system. Please note refunds can take 5 to 10 business days to complete, depending upon your bank's processing times.
If you have any other questions, or need further assistance with GoodRx Gold, please give us a call at ************. We'd be happy to help!
Initial Complaint
Date:06/30/2025
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 am writing to formally express my dissatisfaction with the recent experience I had regarding a paid visit and the subsequent failure to receive my prescribed medications.I attended my appointment on May 21st, and my prescriptions were supposed to be sent to a Jewel pharmacy and ready within an hour. However, upon arriving at the pharmacy, I was informed they had no record of the prescriptions and were closing for the day. I then had to call back to have the prescriptions sent to a different pharmacy.
Business Response
Date: 07/03/2025
Were sorry to hear about your experience, ******, and we appreciate you reaching out.
According to our records, both prescriptions were submitted to the originally selected pharmacy and were verified in our system. However, one prescription was resent following your request to change the dosage. It was redirected to a different pharmacy, as the originally chosen pharmacy was nearing closing time. This may have contributed to a delay in processing.
Wed be happy to issue a refund for your appointment under our 100% Satisfaction Guarantee. Please note that refunds typically take 5 to 10 business days to complete, depending on your banks processing times. If you have any questions, feel free to give us a call at **************. Our team is available Monday through Friday from 6:00 AM to 7:00 PM PST, with limited weekend hours.
Customer Answer
Date: 07/03/2025

Complaint: 23532225

I am rejecting this response because:

The pharmacy said that I can't fill prescription and that it canceled out two days after. So I would expect prescriptions to be resent but I'm told by your business that u have to pay again for another visit.why would I accept your answer. It for st make sense. How about you respond to your customer service telling me to pay for a visit. . How about you look to see that prescriptions that were unable to me picked up . How about you contact your oeof ssulnak and tell the. There was an issue with picking up, for some reason they cancelled out two days after you sent them.

Sincerely,

****** ******
Business Response
Date: 07/08/2025
Thank you for the additional information, ****; we understand the confusion.
Because the system registered your appointment as complete, it treated your request to send the prescription to a different pharmacy as the start of a new appointment. However, due to a hiccup with the script transfer, a new appointment wasnt actually necessary. If you experience any issues retrieving your prescription, the best option is to contact our GoodRx Care support team via the message center or by calling ************. Theyd be happy to assist you.
We initiated the refund of your visit fee on July 3, 2025. However, refunds can take 5 to 10 business days to complete, and the July 4th holiday may have caused a slight delay due to bank closures. If the refund has not posted to your account by July 18, 2025, please reach out and well be happy to look into it further.
Customer Answer
Date: 07/09/2025

Complaint: 23532225

I am rejecting this response because:

Sincerely,

****** ******
Initial Complaint
Date:06/23/2025
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.
Today, I received yet another harassing email from this company after already having contacted customer service to delete my information from their email list and delete my account. This company is silently refusing to delete my information and cease contact. I have attempted to unsubscribe from their email list, but the link goes to an error page. I even went so far as to reactivate my old account, manually unsubscribe in the account settings, and then close the account again. After all of this I continue to receive harassing emails from GoodRx. Even when I was using the service I did not receive emails. It was only after I tried to close my account that I started receiving emails that are impossible to unsubscribe from no matter how many times I contact customers service or unsubscribe in the email link. Something doesn't seem right with this company. If I had known that they would harass me for trying to close my account I never would have used them in the first place.
Business Response
Date: 06/23/2025
Hello *****,
We take our users privacy very seriously and have 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 Answer
Date: 06/23/2025

Complaint: 23489421

I am rejecting this response because:
I am awaiting confirmation and proof that GoodRx has in fact completed the deletion of my data and ceased all contact.

Sincerely,

***** *******
Business Response
Date: 06/30/2025
Hello *****,
Data deletion may take up to 45 days to complete. You can find more details about our Data Retention and Deletion policies here: *******************************************************************************************************.
Once the process is finished, youll receive a confirmation email from ************* notifying you that your request has been fully completed.
Initial Complaint
Date:06/20/2025
Type:Service or Repair 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.
On June 5, 2025 I placed an order for my pets medication and mailed the written prescription, 2 two with tracking (which I have). On June 9, 2025, GoodRX for Pets received the prescription with the order #, all veterinarians license numbers, and information located on the prescription. When not hearing, I contacted GoodRx on Thursday and they stated that they needed the veterinarians license numbers & contacted the animal hospital. I have gone round and round, stating that all the license numbers are listed on the **********************. They have even stated that this was their oversight. For the past four days, they keep changing their story and stated it would be expatiated. It has yet to be shipped and still under review. I do have all documentation.
Business Response
Date: 06/23/2025
Hello Ericka,
We're sorry to hear about your negative experience with GoodRx for Pets. The delivery service is run by our partners Allivet, and you will have to contact them for assistance. You can find their contact information here: https://www.goodrxforpets.com/info/contact-customer-service.html
For Allivet's main website please visit: https://www.allivet.com/
If you wish to reach out to them via BBB, you can find them here: https://www.bbb.org/us/fl/miami-lakes/profile/pet-supplies/allivet-0633-11011754
We hope your order issues get resolved soon.
Initial Complaint
Date:05/27/2025
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.
My "appointment" did not occur?
Business Response
Date: 05/27/2025
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 would be have to refunded your visit fee. Your refund began processing on May 23, 2025 and can take 5 to 10 business days to complete, depending upon your bank's processing times. Additionally we have also removed your credit card from our system.
Please let us know if you have any further questions, we would be happy to assist.
Initial Complaint
Date:05/19/2025
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.
End of free trial. I was charged $19.99. I had not intended to renew. When I went to ******, I was offered two free months to continue to end on July 19, 2025. However, I had already been charged so I was paying for one of the "two free" months. When I called, to request the refund. They refused to honor the two months and instead told me I had to cancel the account. The marketing message is deceptive. They were not giving me two free months. They were giving a month plus the month for which I had paid. This practice needs to stop.
Business Response
Date: 05/20/2025
Hello *******, we would like to apologize for the frustrations.

It appears we may have multiple account on file for you, which could account for the confusion around accounts being cancelled. Currently we have been able to find 8 accounts that may be linked to you, however we would like to confirm details further before we proceed. Please provide us with any email addresses you may have used to open a GoodRx account within the last 3 years.

We appreciate your patients as we investigate this further.
Customer Answer
Date: 05/20/2025

Complaint: 23350990

I am rejecting this response because:
The issue is about stopping misleading marketing practices.
First of all, I have only ever had one account. But this is not even the issue.
Going in this direction, highlights you still do not understand that misleading marketing practices are not only a source of frustration for customers, but also illegal and need to stop. The issue is not to fix things for one person, but to ensure that the practices that have resulted in my complete distrust of GoodRx do not continue.
Your staffs' strategy of cancelling accounts rather than honoring the promised 2-free months and refunding the amount has cost GoodRx one customer of which you know. But who knows how many others have cancelled their accounts and simply not reported it. Behaviors such as I encountered by both a staff and her supervisor ****** raise concern about a systemic practice of deceptive marketing that is not honored by GoodRx.
Sincerely,

******* *****
Business Response
Date: 05/21/2025
Were ready to move forward and look into this for you, but we cant proceed without more information.
As a national company, its not unusual for us to have several accounts under the same name, including multiple ******* Clarks.To avoid mistakenly canceling the wrong account, we need you to provide any email addresses you may have used to sign up for GoodRx.
If you're unsure which email addresses may have been used, we can also look up your account using your credit card. For that, please provide the last four digits of the card, the card brand, and its expiration date.
Until we receive this information, were unable to proceed. We want to ensure were closing your account, not someone elses. We look forward to your reply so we can get this resolved.
Customer Answer
Date: 05/22/2025

Complaint: 23350990

I am rejecting this response because you continue to fail to capture the issue.
I'm not asking you to cancel any accounts. The fact that you fail to grasp the issue is exactly why I have no trust in GoodRx or its ethics as a business at this point in time.
GoodRx MUST acknowledge the issue in its marketing practices and resolve them. The deceptive and frankly unethical marketing practices need to be addressed.
Sincerely,

******* *****
Business Response
Date: 06/03/2025
Based on our investigation, *******, it appears your free trial ended and you were charged a $19.99 membership fee for the upcoming month. When you attempted to cancel, our system offered an additional free month if you chose to remain a member. To clarify the free month would not apply retroactively to the recent charge, the discount was applied to the upcoming billing month.
Our support team explained that in order to refund the recent charge, your membership would need to be canceled, as the free month could not be transferred to a previous billing period. They moved forward with the cancellation and processed the refund as requested.
Weve reviewed the language used in the app; your feedback has been noted and will be shared with the appropriate team to help improve clarity moving forward.
Initial Complaint
Date:05/12/2025
Type:Product 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 want my 6000 points back! I filled an order. They shouldn't have expired! I want them back as a one-time courtesy! The patient advocacy team are rude and unhelpful!
Business Response
Date: 05/20/2025
Hello Junior,
We would like to apologize for the confusion. It appears you initially spoke with the GoodRx Care customer service team; they assist with our telehealth services and are unable to provide support with reward points.

Please give our standard customer support team a call at ************ and provide them with the ticket numbers Ticket #******* and Ticket #*******. We have it on file that we can provide you with the reward points, but you will need to contact our rewards team. They are available Monday through Sunday from 6am to 9pm CT. and would be happy to provide you with support!
Customer Answer
Date: 05/21/2025

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:05/12/2025
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.
Reviewed my account to see that I was charged For a membership to a free account.. contacted the company and asked for my refund and the refund expecting time frame.. company said that they will contact me back whenever a resolution is reached but the customer which is myself had already requested a resolution when it was discovered during the inquiry of the call that there shouldnt never been a charge to my account that was free.. and the representative agreed.. I then requested to speak to the MoD cause I wanted to no longer speak to that **** he would not even transfer me yet he went on and on., while on the call he and a colleague were laughing not paying attention and having me repeat something that I had already stated., he was rude very much requires training.. I would also demand a refund today and he shall be given a swift response from his upper management
Business Response
Date: 05/20/2025
Hello Mearil, thank you for bringing this to our attention.
Using the information you provided we were able to locate the account and your calls with our customer support reps. ** can confirm your account has been cancelled and the charges have been refunded. Unfortunately, refunds can take 5 to 10 business days to complete, depending upon your bank's processing times. The refund for the charge began on May 12, 2025. If you do not see the refund completed on your end by May 26, 2025, please let us know so we may investigate further. Additionally, we have removed your card from our system.
** would like to apologize for your negative experience and will be passing along your feedback. ** are always looking to improve the GoodRx experience and will utilize it in our future trainings.

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