Complaints

This profile includes complaints for Banner Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Banner Health

  525 W Brown Rd Mesa, AZ 85201

• 

  Banner Health

  1111 E. McDowell Phoenix, AZ 85006

• 

  Banner Health

  6644 E. Baywood Avenue Mesa, AZ 85206

• 

  Banner Health

  PO Box 2978 Phoenix, AZ 85062-2978

• 

  Banner Health

  13640 N. Plaza Del Rio Blvd. Peoria, AZ 85381

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:06/11/2025

  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.

  Service was 04/2025 for child (minor) billing received 07/2025 and set up payment plan. Was given wrong balance. Then told my account would be reviewed. I made several calls to Banner for update and kept getting pushback. I kept trying to make payments but was told they were unsure of the correct balance, the a breach from several years ago is causing a delay for resolution. Several months later, no communication by mail, email or phone to provide resolution, just sent info to collections.

  Business Response

  Date: 06/13/2025

  The patient's account will be removed from collections. Once out of ********, a new bill will be sent out - and she can set up a monthly-payment-plan. 

• Initial Complaint

  Date:06/05/2025

  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 a number of disputes. They are sending me to "collections" because I have not paid them. Two of the disputes, 12/26/2023 and 1/2/2024 involve Banner billing me for the Gelsyn injection I received. They were paid by my Insurance for injecting the gel, but not the gel itself. You will see looking at the *** the the gel was sent to them p***aid by ************** and therefore I should not be billed for the gel they did not provide. This all started when I called Banner customer service because they charged me $30 for a copay I should not have been charged for and I never got my money back. I was told by the *** that the $30 was applied to the outstanding bill I had not paid and therefore I OWED THEM! Wrong- they are trying to bill me for medicine not provided and I explained it to numerous ***s at Banner for months. The response is if your Insurance won't pay them you must pay; which is not true . The 7/11/2024 bill from Banner is that they are trying to bill me because the insurance company denied payment since they submitted the same bill twice, trying to get an extra payment. My insurance company contacted Banner (see letter) to no avail as I still am getting billed. Lastly I owed the $20 for 2 copays my doctor did not collect. I sent them the $20 and they applied the check to debts I do not owe and show the 2 $10 copays as past due. Bottom line is "adjust the billing and send me my $30 check you owe me."

  Business Response

  Date: 06/12/2025

  The patient's concerns were escalated for review. The charges for the gel are being adjusted. The misapplied payments have been transferred to the appropriate accounts - bringing those dates-of-service to a zero balance. Additionally, a refund of $30 dollars is being processed to the patient. 

  Customer Answer

  Date: 06/13/2025

  
  Better Business Bureau:
  
  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.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:06/05/2025

  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.

  Incorrect Billing.I have repeatedly attempted to resolve with Banner directly and am now being threatened with collections.See attached formal ********************** filed on May 16, 2025.Thank you.

  Business Response

  Date: 06/12/2025

  The patient's complaints have been escalated for review. 

• Initial Complaint

  Date:05/30/2025

  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.

  We had our baby on 4/8/25. Upon discharge, they came in to talk about paymemts. We informed them we were ********** and wouldn't be able to make large payments. We were told that they had a payment plan setup through a 3rd party that was 0% interest, but we'd have to be approved based on credit. We agreed to allow them to run the check at which time they told us we were only approved for $2500 of our $3900 bill. "No problem" we thought. We told them that no matter what, we financially could not pay more than $140* (*estimating since i can not recall exact amount). They said not to worry because payments would only be $104.25. That sounded good to us. The girl then told us not to worry about anything yet. We asked if we would receive an itemized bill prior to being required to make any payments, to which she replied yes, we wpuldn't have to worry until we received a bill in the mail. On April 28th, we received a piece of mail from *****, however it was not immediately opened, as we did not ever do business with them. When we did open it, we found that there was a card as well as instructions on how to setup an account. We went to the website and could not set up or recover the account. We planned on calling curae, but put it off since we hadn't received our bill from the hospital yet. We received a letter on 5/19 with a statement closing date of 5/15 stating we were past due, had a late fee of $32 and had to pay ******. We called curae who said we had to pay both months but they would wave the late fee. We refused, because we still had not received a bill from the hospital and this was our first bill from curae. They refused to help us, so called Banner the same day. I requested to "save my place in line" and get a call back. As of this morning I still had not received a call back from either company. We don't want any money deducted, other than the late fees. We just want our account closed with curae and back with the hospital. We did not sign up for a credit card.

  Business Response

  Date: 06/04/2025

  It is disclosed to patients -when they sign up for Curae - that it is a line-of-credit to be used at Banner facilities. The patient agreed to the terms when she signed up for *****. Curae paid $2,500.00 towards the patients balance. Banner cannot close the patients Curae account.
  We did however explore ways to reduce the patients overall balance. We were able to find her a discount under Banners ********************* Assistance Program. We discounted her remaining amount - after her insurance payment and contract adjustment - by 75%.
  Per her insurances Explanation of Benefits, her remaining responsibility on her account is $2,157.19. After Banner applied the 75% ********************* Assistance adjustment, the balance was reduced by $1,617.89 leaving her with a balance of $539.30. Because she paid $2,500.00 through Curae, this will leave her a credit balance on her Banner account of $1,960.70. This credit is being refunded to Curae reducing her remaining Curae balance by $1,960.70. Once she has paid her remaining Curae balance in full, she can have Curae close her account. 

• Initial Complaint

  Date:05/14/2025

  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 received a bill for $53.12 from Banner Health that they have refused to resubmit the claim to my insurer, ******** dated 4/29/2025. I had imaging performed at Banner Imaging, ********, ** on 5/3/2024. There was an issue with my ******** account that I was unaware of at the time of service. This was corrected by ******** 5/16/2024. I received a bill in the amount of $53.12 on 6/10/24, 1/10/25, and 4/7/25. I contacted Banner Health on each occasion requesting that they re-submit the claim to ******** for payment according to ******** policy.Banner Health, to my knowledge has failed to re-submit the claim to ******** for payment, despite my numerous and timely efforts to resolve this issue.Due to Banner Health's apparent unwillingness to re-submit the claim in a timely manner, I will not accept financial responsibility for this claim!

  Business Response

  Date: 05/16/2025

  The patient's concerns were escalated for review. Banner will be adjusting the balance on this account to zero. We have placed his account on hold to allow time for the adjustment to be completed.

• Initial Complaint

  Date:05/13/2025

  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 April 30, 2025 I contacted Banner Health ******************** by phone and through the patient portal to request a replacement prescription after learning the *** had discontinued my Tirzepatide. I made it clear I was completely out of medication and needed a prompt ************** ***** **** never called. Instead, on May 2 he left a brief message inside the Banner app suggesting ******** and asking me to let us know. and no mention of needing to schedule an in person appointment, when he already rx me a refill of the last appointment, and this is the same medication, different manufacturer. I replied in-app on May 5 (and again today, May 13) confirming I wanted the new prescription shipped as soon as possible. I also phoned the office on April 30, May 5, 7, 9, 12, and 13, leaving detailed messages each time. No one has returned a single call.Nearly two weeks after my initial request, PA Hall finally responded on May 12this time stating I must schedule an in-person weigh-in before any refill can be written. The earliest appointment offered is June, more than a month after I first reached out and well past the point of treatment interruption.Timeline of events:4/30 Refill request & notice that Tirzepatide was discontinued, via phone and patient portal 5/02 Banner reply recommending Zepbound through the patient portal ; no mention of visit required 5/05 My confirmation to proceed, through the patient portal since no one responded to my call.5/02, 5/07, 5/09, 5/12, 5/13 Multiple phone calls, zero call-backs 5/13 New request for in-person visit; next opening is not until mid June **** pattern shows poor patient communication, disregard for continuity of care, and failure to ensure timely access to medication. I am submitting this BBB review to document the issue and to urge Banner Health ******************** to implement proactive follow-up and responsible prescription management so other patients are not left without critical therapy.

  Business Response

  Date: 05/15/2025

  On the patients last appointment in March the provider advised the patient that she would need regular follow *** every 6 weeks.
  4/30:  The patient sent a portal message asking for a new Rx - as her pharmacy no longer had her medication available.  
  5/2:  Provider responded via portal that a new prescription would be needed.
  5/7:  MA spoke to patient. She did not want to schedule appointment to get the new Rx. She wanted a new medication sent in. Per patient its the same medication under a different name brand so she didn't feel she needed to be seen.
  5/12:  The provider responded that the patient would need to be seen to continue medication.
  5/13:  Providers office spoke with the patient. She agreed to schedule an appointment to get a medication. She was scheduled for 5/20.

• Initial Complaint

  Date:04/14/2025

  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 had a colon screening at this location on May 31, 2024. Several months later, I began receiving bills saying I owe Banner ******* for the procedure. My insurance provider covers screenings 100%. I've been going back and forth with both Banner and my insurance to try and resolve this to no avail. Banner says I owe; insurance says I don't. I finally called my insurance again today and they've left a message with Banner to resolve this once and for all. I hope it's sooner than later as this bill is about to be sent to collections. This isn't the first time Banner has messed up on billing, but it's the most expensive mistake.

  Business Response

  Date: 04/16/2025

  Per the insurances Explanation of Benefits, the claim was not denied for coding. They processed the claim and applied their payment to the patients deductible rather than paying Banner.
  The patient called Banner to request a coding review.
  Coding was reviewed by Banners Coding Team and determined to be correct per the medical documentation.
  Based on her insurances determination, the patient owes the balance.
  The patient was billed 08/31/2024, 02/06/2025, 03/05/2025, and her final bill went out 04/05/2025.
  To prevent referral to outside collections, the patient must either pay the balance or contact Banner at ************ to set up an appropriate payment plan.  

• Initial Complaint

  Date:04/12/2025

  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 a credit on file for over $200 for the date of service 8/30/24. I have called multiple times and keep being told we will forward it to get processed. Its been months. No return of my money. I call weekly and get no where. I need additional help.

  Business Response

  Date: 04/16/2025

  The patient's refund of $219.46 was issued by Banner today. It may take the issuing bank of her credit card 5-7 business days to update her account to show the credit. 

• Initial Complaint

  Date:04/11/2025

  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 went for a surgery where Banner healthcare failed to get prior authorization for the surgery and for the Doctor to complete the surgery. After many phone calls, to Banner and *****************. My insurance did pay for the surgery and advised Banner to file directly with them for payment on the Doctors bill. They were advised by ***************** that they could not charge me directly for there mistakes. And that it was a violation of the United healthcare agreement with Banner to bill me for the Doctors charges. As well as it is a violation of the No surprise act, that protects healthcare consumers from surprise medical bills, that are created due to a providers mishandling of the prior anuthorization and or billing practices. I have paid my deductible in full and do not owe the $3,507.12 they are trying to bill me for. I have been around and around with them 3 months ago this bill was zeroed out and no balance was due. Now they are billing me again. These are fraudulent charges and against US Healthcare laws.

• Initial Complaint

  Date:04/10/2025

  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.

  On 12/12/24 (Acct # ******** I went to ********************** imaging for part of a series of MRIs. I was greeted for the first ******** who was rude and unhelpful. I asked for the cash pay vs insurance payment and she would not tell me. Her lack of Quality of care and misguidance of care has caused this financial issue. She had me sign a waiver to do cash pay and said I would get the bill in the mail. Dec 28 I went back for my second series and the very helpful and pleasant person informed me my co-insurance was much higher than cash pay so I opted for cash pay again. She informed me I had to pay at that moment and when I asked her what the other girl did she said that is incorrect but she couldnt see anything pending under my name. Jan 3 my husband and the insurance company reached out to Banner imaging since they were trying to submit payment to my insurance and were told the processing took place and it was too late.Jan 31 I filed a complaint (***** C) asking for my case to be reviewed so I could pay the cash price vs the bill they sent me for 4 x the cash price. She informed me my case would be placed on hold until resolved so I wouldnt go to collections. There was no response until I received another bill from Banner on 3/27 for again the 4 x higher price. I again called Banner, patient relations (who can only assist with hospital imaging) and my insurance to file the necessary grievance. My insurance refunded the money to Banner, filed a grievance to assist me and yet Banner is unwilling to allow me to pay for the cash price and keeps threatening to send me to collections. The cash price I was quoted on 12/28 and that I signed a waiver for was $372.18. I paid that for that *** that date. I expect the same for the other. I should not be receiving a bill for almost 2k and my insurance being charged 2k. My expectations are that Banner honors the cash price and leaves my insurance out of the billing and doesnt send me to collections. Im willing to send the payment.

  Business Response

  Date: 04/16/2025

  The patients total original charges were:
  516-1038103 - $2,423.00
  516-1038059 - $1,126.00
  Current charges after insurance are:
  516-1038103 - $1,290.46
  516-1038059 - $577.57 (includes patients payment)
  Applying the Self Pay rate as the patient is requesting, would reduce the total charges by 39% - leaving her larger balances - as shown below:
  516-1038103 - $1,478.03
  516-1038059 - $624.20 ($686.86 minus $62.66 patient payment)
  The patient qualifies for a 50% adjustment under Banners ********************* Assistance Program. If we refund the insurance and apply a 50% adjustment to the total original charges, the charges will be:
  516-1038103 - $1,211.50
  516-1038059 $500.34 ($563.00 minus the $62.66 payment)
  
  Banner will defer to the patient as to which option she prefers.
  Leaving the balance after insurance as is so that her remaining annual deductible is reduced.
  Refunding the insurance and applying the Self Pay adjustment of 39% as she is requesting - which leaves her a higher remaining balance.
  Or refund the insurance and apply the 50% ********************* Assistance which leaves her the lesser balance but will not reduce her remaining deductible with her insurance.