ComplaintsforGoodRx

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I entered my information for an online doctor at GoodRx on 4/4/24. The website states that someone will respond with in 8 hours if it is after hours. It was at 9:11 p.m. when I filled out the information. The website asked me to provide my payment information, which I did. After 13 hours of not hearing a response, I sent a message, which is how they advise to contact them. I received no response, after an hour I messaged again, and received no response. I then sent an email which responded with an automated response, I sent another email to see if it would then be sent to a person, but never received a response. I googled a phone number to call if I needed a refund. I called that number at 11:47 a.m. and was informed they could not issue me a refund, even though the service I paid for was not provided. This seems fraudulent as they are advertising a service and taking money for it, but not providing the service. I just want my money back.

  Business response

  04/09/2024

  We understand your frustrations and appreciate your patience, ********.

  Unfortunately, our GoodRx Care message center is not a live chat. We can of course issue a refund as part of our 100% Satisfaction Guarantee. Using the information you provided we were able to locate the charges for your appointment and they will be returned to your card. Please note refunds can take 5 to 10 business days to complete, depending upon your bank. If you have any other questions, please don't hesitate to ask. We'd be happy to help! 

  Customer response

  04/15/2024

   
  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

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 4, 2024 - I used GoodRX online consultation to get a prescription for an antibiotic. Nurse clinician was prompt and issued prescription. No complaints there.GoodRX takes me to pharmacy options page, I select Valu Market in **************, ** because it was near me and most affordable. After GoodRx sent the prescription, I called the pharmacy to doublecheck that they received it. I said it was sent digitally from GoodRX. They confirmed it.When I arrived to pickup the prescription, I was informed they do not accept GoodRx coupons. I was charged 2x what GoodRX quoted. I paid because I needed the meds.I called GoodRxs advocate line and they told me they no longer work with that pharmacy chain, but they couldnt explain why they still list in their pickup location options.So please, PLEASE, go through your pharmacy lists and remove all the pharmacies that no longer work with GoodRX. Do not list pharmacies that do not accept GoodRX coupons. Very misleading and made me feel like I was scammed even though I understand thats not the case.Now I will not trust GoodRX pharmacy lists and always call to confirm if they accept GoodRx coupons ahead of time.

  Business response

  04/09/2024

  Hello *********************,

  We would like to apologize for the confusion and frustration with the pharmacy listing. We appreciate you bringing this to our attention so we may review our listings and make updates. For your inconvenience we are happy to refund your appointment charges of $39.00. You should see the amount returned to your card in 5 to 10 business days, depending upon your bank. If you have any questions about your appointment please reach out to us via the message center so we provide you with assistance. **********************************************;

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've long been a "gold" member of this company paying a monthly fee and up until now was satisfied with their work however, I am very disappointed with this company. They guarantee same day or next day assistance and over a week ago I did my online visit for refill of my bc pills which I take for my mennhoragia. I specifically said I needed the 91 day pack because it helps control my pain and bleeding. In the past this was never an issue. This time they called in the wrong thing and my pharmacy let me know what I needed to tell them to do so I did and they still sent the wrong thing (28 day). I've been asking daily for help to get the right thing as now I'm in a significant amount of pain due to being out of my medicine. Days ago they said they would call the pharmacy and they still have not. Every day I sign into the chat (only way to reach them) and it's basically radio silence except for the "it's in the queue". I understand there was a holiday so I was even willing to be understanding but it has now been a week with no progress. I'm extremely frustrated.

  Business response

  04/09/2024

  Hello ****,

  We would like to offer our apologies for your negative GoodRx Care experience. We've had our GoodRx Care team members reach out to you to help resolve this issue. We have also refunded the charges for your appointment, please note refunds can take 5 to 10 business days to complete depending upon your bank. If you have any other questions or if we can assist you further, please let us know. We would be happy to help! 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I used the goodRX care service march 13,2024.After accepting the treatment plan.I was guided to select a pharmacy to send the prescription to.I sent over two prescriptions .Only one was full and picked up.I am still waiting on my second prescription.Its been two weeks and no one from customer service has resolved this issue.Here I am two weeks later, not able to start treatment because they have not resent my prescription.I was also charged a gold membership fee,I never signed up for.At this point in time I am asking GOOD RX care to provide my prescription.So I can get started on my care.

  Business response

  04/02/2024

  Hello Fajr Craft,

  We would like to apologize for the negative GoodRx Care experience. We have reached out to our Care team and we will be refunding your appointment for the inconvenience. Based on your appointment details our Healthcare Professional resent your prescription to a new pharmacy on March 27, 2024. However, if you are still running into any issues please contact our GoodRx Care team through the message center so they may provide you with assistance. **********************************************;

  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Using the GoodRX online survey does not allow one to decline a subscription nor to end the survey. I can only go offline to get out. This last happened to on 3/22/2024.

  Business response

  03/26/2024

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

  We appreciate your feedback and will pass it along to the proper teams to update any surveys moving forward. If there is anything we can assist you with please let us know. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have canceled my Gold RX membership before the free trial period ends. The term states that I will not be charge any membership fee if I canceled before the trial period ends. However, my debit card has continually seen charge attempts made from Gold RX even after I had received a confirmation email that my account has closed. I contacted Gold RX customer representation about the problem but received an email reply asking if I would like to restart the Gold membership. I replied no and requested that my account be closed immediately. The customer rep replied saying that has has closed my account and I should not see anymore charges from Good RX. However, two days after his email, I received another charge attempt. I would like to file a complaint against Good RX and its clear and abusive behavior and possible fraud scheme to ******* money from unsuspecting customers who signed up for their service. I saved every correspondence and bank receipts to show the communication history and charge attempts made even after the account was cancelled.

  Business response

  03/26/2024

  Hello *****, 

  We would like to apologize for the negative experience with GoodRx Gold. Using the information you provided, we were able to locate one account linked to the email *****************. We can confirm this account has been cancelled and we have removed the card on file. We are also refunding all 3 charges linked to the account, you should see the money returned to you in 5 to 10 business days depending upon your bank. If you suspect you have another account with us, or another card besides your discover was being charged, please provide us with more information so we may investigate.

  Thank you

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company claims to connect to medical professional and prescribe medication. Charged $39 and then no option to have prescription filled.

  Business response

  03/19/2024

  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. If you have any questions about your appointment, please send us a message through your GoodRx Care account, and we'll be more than happy to help. **********************************************;

  Customer response

  03/19/2024

   
  Complaint: 21446908
  
  I am rejecting this response because: it has been an unreasonable amount of time to be treated for the health issue in question. At no time did they recommend seeing a provider in person. The delay was their response time in getting my prescription sent to a pharmacy I could order from. It was over 24 hours from my online consult until respondednto my plea for my prescription to be sent to a particular pharmacy to fill, delaying my treatment that was recommended. This visit was worthless, not worth $39 that I was charged. A refund is requested. 
  
  Sincerely,
  
  *****************************

  Business response

  03/19/2024

  Hello *******, 

  Sorry for any confusion, but as we stated before, we have already refunded the appointment amount of $39 back on to your card. Refunds can take 5 to 10 business days to complete, depending upon you bank's processing times. If you do not see the return on to your account in that time, please let us know. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 03/08/2024 I was having a pretty serious skin condition that I needed assistance gettting a prescription for the skin condition but I wanted to make sure I could get the prescription through a virtual visit by a clinician through GoodRx as I saw on their website that they offered virtual check *** through the gold membership plan. I enrolled in the membership for $9.99 then proceeded to have my consultation for $19. For whatever reason I put in the wrong category in for the visit and on the last step after putting my information in the app stated that I would get a call or a chat with a provider when they were ready. Pretty soon after that I got a chat that opened up from *****************************-L:ee telling me I put in the wrong category for what the medicine was and for the condition I had and that I actually to cancel the consultation and start over. I replied asking if I was going to be refunded to which it took her a very long time to respond and replied with a nasty attitude to cancel the request to which I tried to do so on the website and it wouldnt let me because it stated it was waiting on the provider. Still havent received my refund for $19. Overall reall a horrible experience to say the least.

  Business response

  03/15/2024

  We understand your frustrations and appreciate your patience, *****!

  We can of course look into this for you and issue a refund as part of our 100% Satisfaction Guarantee. Using the information you provided here we have begun the refund process for your appointment charge. Refunds can take 5 to 10 buiness days to complete, depending upon your bank's processing time.

  If you would like to discuss details about your appointment, please reach out to the GoodRx Care team via the message center: ***************************************************** note that 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.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good RX charged me for services and did not help me. Was told to contact my doctor

  Business response

  03/01/2024

  We're 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. If you would like to discuss any specifics about your GoodRx Care appointment, please reach out to us via the message center: **********************************************;

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction : Prescription pick up on 2/22/24 Amount charged $127.86 suppose to be $108.08 with Gold GoodRX coupon.Placed the new prescription on Feb. 20 using Gold GoodRX to fill prescription. Pharmacy said they used the coupon info bin etc.. but the price came back higher. Contacted GoodRX customer service 3 times. First time on Feb 21, ******* did nothing, 2nd time on Feb 21, ******* tried but blamed it on the outage. On Feb 22, the supervisor said I had the correct price and said she would call them and fix it. Never received a call back. I had to pick up the prescription since my dog needed it. Posted to the ** page as a comment. No response. This is bait and switch. I expect them to honor the price they post.

  Business response

  03/19/2024

  Hello *****,
  

  We would like to apologize for the negative experience you recently had while at the pharmacy. We understand that you were unable to get your medication at the low GoodRx price due to a recent outage of third-party systems. While this outage was outside of our control, GoodRx would like to acknowledge your frustrations. Using the information you provided, we would like to email you a gift card for the price difference that you paid at the pharmacy. If you have any questions or need further assistance, please feel free to reach us at **************************************.  We are also glad to report that the third party outage has since been fixed. 

  Thanks for using GoodRx!

  Customer response

  03/20/2024

   
  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,
  
  *******************

*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. ↩