Complaints

This profile includes complaints for Friedrichs Family Eye Center, P.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Friedrichs Family Eye Center, P.C. has 3 locations, listed below.

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• 

  Friedrichs Family Eye Center, P.C.

  1975 Virginia Ave Martinsville, VA 24112-8388

• 

  Friedrichs Family Eye Center, P.C.

  32 N Main St Chatham, VA 24531-5557

• 

  Friedrichs Family Eye Center, P.C.

  123 Deer Run Rd Danville, VA 24540-2863

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:02/20/2025

  Type:Customer Service 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.

  Good Afternoon,
  I was seen here in October of 2024, they are withholding my prescriptions and demanding us to pay out of pocket for another contact fitting session. I have worn the same contacts for a long time. They charged WAY over my copay the first time and effectively made us and the insurance cover the total cost for the bill as seen from attached EOB and documents from Friedrichs, They are withholding my medical information from me and committing insurance fraud, not only by double charging the insurance and myself, but by claiming services through VSP that were never rendered. ALL I WANT IS MY PRESCRIPTION AND TO NEVER DO BUSINESS HERE AGAIN! Please help, this has also been reported to VSP (the insurance company) and will be filed with any oversight/medical boards associated as well.
  
  Thanks!
  Samantha

  Business Response

  Date: 02/20/2025

  This person had a contact lens visit in October 2024.  Contact lenses are considered a medical device.  They must be prescribed yearly, and the doctor must ensure that the lens sits on the eye properly. A contact lens fit may require multiple visits to ensure the correct lens is finalized.  There is a 90-day time frame to accomplish this process.  This time has been exceeded.  This patient signed that he/she understood that follow up to get the correct fit would be necessary.  After being given a trial lens that is not to be used for 4 months, the prescription was requested on 2/19/2025. Because there was a clear failure to keep an appointment that would allow for finalizing the prescription, we have not finalized it and legally cannot. This has been explained prior to the visit and again on 2/19/2025.We follow the regulation as permitted by the Virginia Optometric Association.  We have the signed agreement stating the patient understood these conditions.  Proper follow was not kept therefore we do not have a finalized prescription for the patient.

  Customer Answer

  Date: 02/20/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. No resolution offered. Business failed to complete services. It is illegal for them to withhold a prescription. Especially once they have used the billing code to complete services. This is outlined within the “guidelines they follow”. Business unwilling to participate in resolution of matter. They have been reported to the state as well as VSP. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 02/27/2025

  We followed the Regulations of the Board of Optometry. Refer to Statue 18 VAC 105-20-45 Standard of PracticeThank you!

  Business Response

  Date: 03/05/2025

  We will address the complaints accordingly with the organizations listed.Friedrichs Family Eye Center considers this matter closed with the patient.

  Customer Answer

  Date: 03/05/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Let it be posted that the business in question has posted no records or receipts and I have posted records and receipts showing wrong doing. This has been reported to all parties that oversee Ophthalmology in Virginia, as well as the insurance carrier. This business knowingly charged for a service in which they did not deliver. Overcharged myself and the insurance carrier, violated laws with the FTC and HIPPA as well as fraudulent action regarding insurance charges. We are not the only ones this has happened to. You can see further instances of this is you visit any site in which holds reviews for this business. Please consider lowering the BBB rating of this business. 
  
  Regards,
  
  ***** ******* 

• Initial Complaint

  Date:12/11/2024

  Type:Customer Service 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.

  The Friedrich family eye center refused to give me my eye prescription when I ask for it, they wanted me to buy their products that I couldn't afford because my insurance didn't cover their glasses, the federal trade COMMISSION laws were broken when they did this

  Business Response

  Date: 12/11/2024

  Mr. ****** has spoken to our office.  He has been informed his service is not covered by his insurance as his benefit has been used for the service within the year and a balance will be due for the service.  He will receive the information requested but he will be responsible for the payment of the service.  Beyond care, we have now reached a point where he has admitted on a recorded line to video recording proceedings in our office that were not within his appointment with the doctor one on one and without permission or knowledge of anyone in our office, patients included.  Thus our patients HIPPA privacy was potentially compromised which I am required to report to the OIG.  We have ceased communication with Mr. ****** and he has been informed.  We will not engage in further discussions except with our corporate law firm regarding this matter.

• Initial Complaint

  Date:10/08/2024

  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 went in and paid almost $200 in office when I asked them if there was anything else I needed to pay (also saying that I still owe them money) for the full eye exam which was for eye glasses and eye contacts. I told them I did not want to go through a trial period to try on eye contacts because they do not carry the brand that fits for my chronic dry eyes and astigmatism. They told me it was required by state law and I went with it. Came back to pick up my eye prescription for both eye glasses and contact and they would not give it to me. The front desk receptionist over the phone told me they could either transfer my prescription to another eye doctor or I could come and pick it up. I went to the location and they said they could not help me. Now I’ve paid all this money and I can’t even get new glasses or eye contacts through another provider. They have not only done this to me but to many other customers if you look at the google reviews. 

  Business Response

  Date: 10/08/2024

  Due to HIPPA, we are not allowed to give information regarding specifics of the complaint.  Professionally, when a patient is not compliant with the requirements for receiving a medical device, the device can't be prescribed.  Any patient that falls outside of the time limits for follow up appointments of the required service compliance period, per signed agreements between both parties, are unable to be finalized with a prescription.  This patient came into the office without an appointment and requested something we could not legally provide due to a noncompliance issue.  It is our policy by law that we provide a prescription for glasses at the completion an exam and a contact lens prescription at the completion of a contact lens fitting. Any falsification of the staff and the office do not negate the fact that we are unable to provide an urgent service for nonemergent planning.  Simply stated, we know patients don't always like rules and regulations, but we will not adhere to standards that fall below. Our standard complies with the VOA and when the patient does not meet the agreed compliance standards, we must follow the VOA rules instead of adhering to patient displeasure. This patient was provided the information that was completed based on compliance.

• Initial Complaint

  Date:07/09/2024

  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 contacted Friedrich’s Family to schedule an eye exam. When I called, I had to provide my medical insurance information. I advised the Friedrich representative that I had vision insurance and she informed me that I had to have medical insurance as well. I called back about a week later, provided my medical & vision insurance and scheduled the appointment. I was told at that time that I would receive a call back to confirm benefits. I received a call a few days prior to my appointment and the lady confirmed that the eye exam would be $0.00 charged per my insurance. I scheduled the appointment. At the appointment, I was told that if I wanted additional services such as photos – I would have to pay additional. I agreed to the cost and paid an additional $140 during my visit. It was explained that I would pay at the end of the exam just in case the Dr. discovered additional issues that were not covered by my vision insurance. When the doctor came into the exam room, I was shocked that he was an INTERN (***** ******) and he performed the exam ALONE. I asked him what I could do to help me with watering eyes and he suggested I purchase over the counter eye drops. Thats it! The only issue that was discussed. When I received my prescription, it was totally off from any prescription I ever received in the past. (I purchased one pair of glasses with the prescription and cannot even wear them). After the exam with an INTERN I returned to the receptionist and was advised I did not owe anything additional, paid the fee I agreed to and left. To my surprise, I was sent a bill in the amount of $151.13. When I contacted Friedrich’s, I was told that the DR (INTERN) billed my medical insurance instead of my vision insurance because I had watering eyes. REALLY?!?!? When asked why I wasn’t told during or at the end of the exam, I was not provided an answer. Approx a month later, i received another bill for $191.13. Im not sure where the additional $40 came from?!?!?

  Business Response

  Date: 07/25/2024

  Due to HIPPA, we are limited with response.  Any patients that visit our office and sees our resident intern, Dr. ******, who is board eligible, will have the visit overseen and signed off by a medical optometrist.  While resident optometrists are doctors that have graduated from an accredited college of Optometry and received his/her doctorate, the Board of Optometry does not permit by law that optometric care can be carried out without review and oversight from a licensed optometrist.  A licensed optometrist at our practice goes in behind our resident at every visit and conducts the same evaluation prior to finalizing the chart.Further, we tell every patient that we conduct a thorough examination of the health of the eye.  We collect medical insurance and vision plans.  Vision plans are not insurance.  Vision plans are monetary assistance for visual needs.  If there is anything medically going on with the patient's eye(s), vision plan will not cover the diagnosis and the medical plan is filed.  We will let patients know that due to our contracted rate with the medial insurance company, we will bill the insurance and then any remaining non-covered portion such as co-insurance, deductibles, or co-pays will be billed to the patient.  This is an agreement that is signed at the front desk by all patients.If you have further questions, you may speak to our billing office.  No further reply can be provided legally.  

• Initial Complaint

  Date:02/08/2024

  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 made an appointment for my son to have a route eye exam before school started in August of 2023 because he wears glasses and I wanted to make sure his prescription hadn't changed. I paid my $10 co-pay for an eye exam and proceeded to have his eyes examined. The assistant noticed my son rubbing his eyes. I didn't think anything of this because my son has had allergies for a long time. After the optometrist examined his she gave me a coupon for eye drops. Now they are saying that they filed this visit on my health insurance instead of my eye insurance, and therefore I have a larger co-pay. At no point in the visit did they ok this with me.
  My husband, who was in the waiting room during the visit, heard many other people complain of fees the doctors office was charging them that they had never had to pay before.

  Business Response

  Date: 02/08/2024

  We are a comprehensive eye care practice.  We look at the overall health of the eye.  Anything other than a "routine diagnosis" is not covered by a vision plan.  We file according to the diagnosis which is why we collect both health insurance and vision plans.  If the doctor determined a medical diagnosis for the visit, we will not change that diagnosis as that is fraudulent.  It is unfortunate that you were not happy with the services received.  If patients only want a refraction and glasses, they should seek only a vision provider that just does the minimum in eye care.

  Customer Answer

  Date: 02/20/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My medical co-pay is $25. So why did they first charge me a $10 co-pay but tell me that I owed another $40 after the “medical diagnoses”? Thank you for your help,  **** 

  Business Response

  Date: 02/20/2024

  Unfortunately there is nothing further to be done in resolving this issue.  The diagnosis nor insurance filing can be changed as that would be fraudulent. Patient’s diagnosis is not apparent until after the exam is completed and this is explained at check in.

• Initial Complaint

  Date:12/18/2023

  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 went to this eyecare facility in October and was overcharged. I told them they were overcharging me but, she insisted she was not. Told me I wouldn't get my full contact allotment if I didn't pay the extra $30. I called VSP and was told it was incorrect. and they would call them and get it corrected. The man from VSP told me it would be at the latest November 30th. Here we are December 18, and I spoke with the CFO. She said insurance was hard and they made mistakes. And as soon as VSP proceeded the claim I would get a refund shortly.
  I called VSP back and provided for her the new claim number. I'm not in desperate need of $30 but, I have heard others say they were charged incorrectly. And I'm just trying to make them correct it and maybe think twice next time.

  Business Response

  Date: 12/18/2023

  We have explained the refund process.  We have stated we will process a refund.  Insurance payment has not been received although it may show processed.  This matter has been addressed and is headed to resolution as soon as possible.***Due to the holidays, out-sourced billing personnel may be on vacation resulting in delayed responses to inquiries.Management.

  Customer Answer

  Date: 12/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  But if this is not resolved in the next 30 days I expect action to be taken. 
  Regards,
  
  ****** *******

• Initial Complaint

  Date:11/15/2022

  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.

  In June 2022 I went to Friedrich Eye Center for a routine eye exam. I had to give them both vision and medical insurance cards when arriving. I filled out registration forms. In filling out medical history I listed pre-diabetes because my doctor said that I was borderline at last appointment, but he didn't give me a official diagnosis. Before my exam I paid the front office my $10 copay. During my exam I explained to the doctor my borderline diabetes, but not much more was said about it. After my exam, I left the office with the doctor saying my eyes were fine, and I didn't need any glasses. A month later I received a bill from the optometry office showing that I owed them $179.35 for my annual eye exam that I was told my vision insurance will cover once a year. When calling the office about my bill, I felt like I consistently got the runaround. The billing department employee finally returned my call. She apologized for not responding quicker, because she had just taken over all the billing because of issues of the office being short staffed. I questioned why my eye exam was billed to my medical insurance and not to my vision insurance. She stated that because I listed pre-diabetes on my registration papers they automatically bill my medical insurance. I then asked if the doctor did any additional tests having to do with diabetes. She answered that the exam is the same, the only difference is you stated pre-diabetes so we have to bill medical. So I was told that no additional testing was even done! I left the office without needing any glasses! This should have been billed to my vision insurance as a routine eye exam and I should have only been responsible for my $10 copay that I paid in the beginning. They even forwarded the exam report to my primary doctor and he even stated that it shows them doing a routine eye exam. Now we're in November and the office is unwilling to work with me on the bill so they are now sending me to collections! I'm upset

  Business Response

  Date: 11/16/2022

  For HIPPA reasons, we are unable to respond to this complaint on the BBB.  There are reasons exams cannot be billed routine based on correct coding initiatives (CCI) and guidelines no matter what eye care practice does the exam.  No further comment can be made on public forum.