BBB Accredited Business since
Phone: (513) 228-0800 Fax: (513) 228-0803 726 E Main Street, Lebanon, OH 45036
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This business offers pharmacy products & medical equipment rentals.
Request a Quote
A BBB Accredited Business since
BBB has determined that Bryan's Family Pharmacy, LLC. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Bryan's Family Pharmacy, LLC. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Ohio State Board of Pharmacy
77 S High Street Room 1702, Columbus OH 43215
Phone Number: (614)466-4143
Fax Number: (614)752-4836
Type of Entity
Limited Liability Company (LLC)
Business ManagementMs. Mindy Hutcheson, President
Pharmacies Hospital & Medical Equipment & Supplies
Method(s) of PaymentCash, Personal Check, Business Check, MasterCard, Visa, American Express, Discover and Debit Card
Industry TipsPrescription Drugs
726 E Main Street
Lebanon, OH 45036 (513) 228-0800 Directions
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: I've ordered diabetic shoes and insoles from Foot Focus/Bryan' Family Pharmacy thru ****** ***./ for the past several years without out of pocket money. Approximately July 2013, I received a bill for $389.14 from Bryan' Family Pharmacy and Foot Focus. I inquired as to why I received the bill and their responses was that they did not know. I then contacted the ****** **** and was told that I was billed because Bryan's Family Pharmacy was no longer in the network. After I informed the Pharmacy I was not informed about the co. was not in the network they accepted the shoes back but not the insoles which I'm still bill for $101.46.
Desired Settlement: Have the pharmacy accept back the insoles? Because, I cannot use them without the shoes that they were fitted in.
Here is the history behind this complaint.
On 10/26/11 Mr. ***** did receive diabetic shoes and inserts as stated, however, he is incorrect in stating that he had no out of pocket cost. He had to pay $75.41 for his co-insurance and I have a copy of the check to prove that he did.
On 7/24/13 Mr. ***** again received diabetic shoes and inserts. This is the date of service in which he is complaining about. There are several issues concerning his request to return these items.
First, is our strict policy that the patient has 30 days to return any shoes that have not been worn outside and are in clean condition. The inserts he received were custom inserts and cannot be returned at all. Every patient is made aware of this policy before they sign all the paperwork for receipt of product and permission to bill.
Second, we billed his insurance for these products and cannot control if insurance pays, applies charges to deductible or denies charges all together. I never stated that I did not know why he was being charged. I told him that his insurance company applied this charge to his deductible. He asked why and I told him that they apply all charges to a deductible until his deductible is met. I advised if he thinks this was an error that he needed to contact his insurance company. It could have been that in 2011, ****** paid because his deductible was met or it is possible that we were in network through one of our 3rd party contractors and they dropped ****** between 2011 and 2013. We do not get notification when an insurance company drops. It is the policy of ****** and every other insurance company that if you accept service, you are responsible for all charges whether the insurance pays or not.
Third, Mr. ***** did not call us or have any complaints about his shoes and inserts until he received the bill. He would have never wanted to return the shoes if he was not made responsible for the bill. When I spoke with him about the bill he then indicated that he did not want to pay it so he wanted to return the shoes and inserts. I explained our policy to him again but said that I would speak to the provider and owners to see if there was anything we could do for him.
Our offer: After speaking with the provider and owners, we agreed to take the shoes back since they were never worn. However, I explained that we could not take back the inserts because they were custom molded to his feet and we cannot return those to the manufacturer. We offered to drastically reduce the price ****** said he owed us for the inserts. I explained that this is not normally our policy and it was a onetime offer. I also explained that if he did not pay the bill in a timely manner, that he would be responsible for the entire amount that ****** says he owes for the inserts. ****** states that Mr. ***** owed us $251.46 for the inserts and i gave him a discount of $101.46 so his cost would be $150.00. So he is not being billed for $101.46, that is the discount he is receiving. He is being billed for $150.00.
As far as his claim that he cannot wear the inserts because he no longer has the shoes is untrue. Our inserts are made to go in all shoes. He is supposed to switch them into any shoe he wears. If they are too long, they are made so you can trim the toe area to fit all the shoes you own. Or we would be happy to adjust them to fit into any shoe. This is the purpose of the inserts; they must be worn at all times in any shoes you own. So as you can see we have tried to work with Mr. ***** regarding this matter. We have bent our usually strict policy by taking back the shoes and discounting his fees. We will not take back inserts that can still be used and are custom for his feet. 1 feel that the settlement he was already offered was more than generous.
At this point in time I can only assume that Mr. ***** is unwilling to work with us on paying his discounted bill. I will be sending a copy of this letter to Mr. ***** and with it advising him that he has 30 days to clear up the matter of his discounted bill or I will be billing him for the full amount that ****** says he owes.
If you should have any further questions, please contact me. Thank you,