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

  9377 E Bell Rd Ste 231 Scottsdale, AZ 85260-1503

• 

  Banner Health

  1920 North Higley Road Suite 108 Gilbert, AZ 85234-1626

• 

  Banner Health

  1300 N 12th St Ste 520 Phoenix, AZ 85006-2849

• 

  Banner Health

  5555 W Thunderbird Rd. Glendale, AZ 85306

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:01/11/2024

  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.

  On December 19, 2023, Banner Thunderbird Hospital set up a auto debit transaction for $80.92 to be withdrawn every month for 12 months. The *********** had occured. I had to cancel the procedure due to health issues. I called my doctor's ******* Desert West OBGYN, and the hospital. Both said the first charge would be reversed and no other charges would happen. I've called the hospital, 2 more times since and they said they would take care of it but it still has not been reversed.

  Business Response

  Date: 01/12/2024

  The patient paid $80.92 on 12/19/2023 with the card ending ****. A $80.92 refund was initiated by Banner on 12/22/2023 to the card ending in ****. The patient can confirm this with her credit card company. The transaction ID is ********.

• Initial Complaint

  Date:01/07/2024

  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.

  11/16/23. Banner ************ Southern & *******. My insurance card clearly states my copay is $60. The girl at the collected $75. I asked why and she said for deductable reasons. I called my insurance carrier and they said NO reason to over collect. My copay does not count in the deductable,; never has. I filed a complaint with Banner 11/29/23. As of 1/7/23, no refund.Copy of complaint: Thank you for contacting the MyDocBill Billing Support Team!Your request has been assigned to a specialist with case tracking ID *********** is our goal to resolve requests as quickly as possible, but please allow 1-2 business days for a response. Depending on the complexity of the request, some cases may take additional time.Have a great day!The MyDocBill Billing Support Team ref:!00D3006cpw.!500Hn01cGK7e:ref

  Business Response

  Date: 01/09/2024

  The patient's concerns were escalated to management for review. They initiated the refund of the overpayment today. It may take 3-5 business days for the issuing bank of the patient's credit card to update the patient's account

• Initial Complaint

  Date:01/05/2024

  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 been trying to get a billing issue resolved since May of 2023. After a stay in the hospital my daughter received some medical bills, they were not correct as the insurances had not been billed correctly. They have now been billed to insurance and insurance has paid. I have copies of the EOB's and Banner did NOT reduce the amounts down to insurance allowed amounts and are balance billing. All amounts due according to the EOB's, have been paid in full by my daughter, but one of the bills has been turned over to collections for the exact amount that was an insurance discount/ disallowed amount. I have spoken with numerous representatives at Banner, and yes I have gotten names and dates for every phone call. I have spent hours hours on the phone trying to get the issue resolved. I have gotten BCBS involved twice, regarding the same issue. Every time I speak with someone in central billing I am told that the issue has been escalated and that they cannot do anything and to call back in a couple of weeks, since it has been forwarded for review. They did acknowledge a credit that was due on the physician side and that they could refund that amount. I asked them to apply it to the hospital side since it is the exact amount due. As of yesterday they are saying that they did apply the credit of overpayment since the allowed amount hadn't been reduced, but that there isn't a payment on the account to be transferred to the amount in collections. I have also asked for the money to be refunded and then my daughter could pay the collections on her own. I have asked to speak to supervisors but have gotten no where. How can they in good conscience turn someone over to collections for an amount that they have a credit for in a different department????? I am truly at a loss. How difficult can it be????? Horrible business practice in the billing department!

  Business Response

  Date: 01/09/2024

  The patient's account was escalated to ****************** for review. The correct adjustment is being applied and the account will be removed from collections. The patient will be sent a zero-balance statement.

  Customer Answer

  Date: 01/11/2024

  
  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,
  
  ***********************
  
   
  

  Customer Answer

  Date: 05/10/2024

  Hello,
  
  I am rejecting the business' response regarding Complaint ID#******** as there has not been a complete resolution. My daughter is still receiving collections letters. The amount that had been sent to collections totaled $196.88 and included 2 invoices, one for $153.67 and $43.21. My daughter had a credit for $196.88 on the physician side of billing that needed to be applied to the outstanding hospital side (portion) of billing. 
  
  According to Banner Medical billing **** there is now currently a  zero balance due for this account, however according to Wakefield collections there is still an outstanding balance of $43.21. *********** records show that the amount of $153.67 was removed from them on January 15th, 2024. Which was after the initial BBB complaint. I spoke with Banner Medical billing on January 24th, 2024 and was told that the account is no longer in bad debt and I inquired about the amount still outstanding with *********. The representative stated that he would forward the issue to have it corrected. It has not been corrected. 
  
  I am asking for complete resolution with the final amount being removed from collections and a zero balance statement being issued as stated in the business' reply to the original complaint. 
  
  I have attached a copy of the latest invoice from ********* collections, reference #**-2354341412. The billing information is for *******************************, Banner billing account  #********.
  
  Thank you,
  ***********************
  

  
  

  Business Response

  Date: 05/10/2024

  Banner can confirm that the patient has no open balances with Banner. Management contacted ********* and advised them to update their system to show a zero-patient-balance. Management also advised ********* to send the patient a letter - confirming that she has no remaining Banner balances with Wakefield.

  Customer Answer

  Date: 05/15/2024

  
  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.

  I also ask that Banner representative follows up and confirms/verifies with Wakefield, that the resolution has in fact been made. 

  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair 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.

  My doctor at ********************** refered me to Summit Physical Therapy, a Banner facility. I was told everything was good with my insurance so I started pt on 4/17/23 and was scheduled thru the end of June. In mid May I got a call from ****** at Summit pt saying she made a mistake and they dont take my insurance after all. The rest of my appts were cancelled and ****** told me not to worry. She promised that it would all get written off since it was her mistake. In June I got a bill from Banner saying I owed them $3000 for my pt. By August it had already gone to a collection agency. I have contacted Banner but they say they wont write it off. I contacted ****** again and she promised to deal with it. Then I got a call from Banner saying ****** denied everything. I felt like they were calling me a liar. So I called ****** again, crying. She assured me that she never denied it to them. She told me that she tried and tried but they just refuse to write it off. I had to leave my job as a bank teller in July because of the pain. Now I need back surgery. I just want my bill for $3000 written off. I should not and cannot be responsible for this. This was not my mistake. What they are doing is just not okay.

  Business Response

  Date: 01/04/2024

  The patients primary insurance was billed and denied for coordination-of-benefits. The patient coordinated her benefits, and her claims were processed through her primary. In the interim, the patients account went to collections. As a result, the 2ndary insurance was not billed.
  Banner will recall the account from collections and bill the patients 2ndary insurance. If the insurance denies, Banner will write off the balance. If the insurance pays, any unpaid portion will be adjusted. Either way, the patient will not have a remaining balance. 

  Customer Answer

  Date: 01/05/2024

  
  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:12/31/2023

  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.

  Banner clinic in ********, ** on 7/12/2023. Appointment at **** and I went to the clinic to receive a meningitis vaccine. I had never been to this clinic before but had no concerns other than the immunization. According to my medical record, I was logged into the computer at ****. I sat in the lobby with my friend for several minutes while completing routine paperwork, then was called into the back by an assistant before completing the paperwork. The assistant took my ********************* and placed me in a room. I waited there for a few minutes before ******************, D.O. walked in. He asked me a few questions, listened to my heart and lungs, and left the room. He was in the room for about four minutes. A few minutes later, the assistant returned to the room and gave me two injections. I was then told I could leave. I was in the facility for about 20 minutes. According to my record, the physician signed his note at 1421.A few weeks later I received a bill from Banner Health for $269.82. I was surprised to see that the total charge for the visit was $383, with Cigna covering only $113.18. I brought this to my father's attention who noticed the physician billed for a level 4 visit. According to the American Medical Association, a level four visit (*****) is an "office visit for a new patient with a progressing illness or acute injury that requires mediCal management or potential surgical treatment." The visit requires "a moderate level of medical decision making" or "***** minutes of total time is spent on the date of the encounter." According to my medical records, he noted that I had a peanut allergy and asthma so ordered an epidural-pen and albuterol, which I did not fill because I have these at home. I don't believe this visit met the requirement for a level four visit and should have been billed lower. I contacted ***** who agreed that the visit was coded too high. I contacted Banner who said they would look into it, but only sent me another bill with the same amount.

  Business Response

  Date: 01/03/2024

  The patients account was sent to management of Banners Coding Team for review. It was determined that the coding was appropriate and consistent with the physicians documentation.
  Coding can be based on time - or - based on the medical-decision-making. When based on time the provider must document in the note the time spent with the patient. In this case however - the level was based on the medical-decision-making of the provider.
  The provider addressed the chronic issues of peanut allergies and asthma which is moderate and did prescription drug management.These two fall in the moderate level which support billing a ***** CPT code.Subsequently, there were no changes to be made to this coding.
  The patients insurance was billed, and the contract adjustment was applied. The insurance did pay a portion of the balance but applied $****** to the patients deductible. This ****** is the patients remaining balance.
  

• Initial Complaint

  Date:12/18/2023

  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.

  As can clearly be seen in the attached pdf of the email, I PAID for the service at the time I received it. Yet I just got a bill for that same service in the mail for the exact amount already paid. Banner has been terrible to deal with and it continues to get worse. While I liked my doctor I don't think I can stay within the Banner system.

  Business Response

  Date: 12/19/2023

  The patient was sent a bill in error. His payment posted to his account. He now has a zero balance. 

• Initial Complaint

  Date:12/16/2023

  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 was let go by Banner, and as a conscientious leader, I continue to hear from my team at Banner. *************************** fired me, and many of my private conversations are known to other team members. I had numerous conversations through Teams, and I always felt that someone else was listening to these discussions.Her husband consistently sits right next to her and listens to everything. If PHI (Protected Health Information) is discussed, that could be a significant issue. Many of my team members talked about personal issues, including home problems, abuse, and pregnancy, and having another person listening is inappropriate.

  Business Response

  Date: 12/18/2023

  Thank you for bringing your concern to our attention.  We will conduct an investigation into your concern and take all appropriate action deemed necessary.  We will reach out to you if we need any further information to complete our investigation.

  Banner Health Privacy Office

• Initial Complaint

  Date:12/16/2023

  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.

  Banner has allowed on 4 occasions now for people to receive medical care using my name and account. I have not been to there facility in over 5 years. I have filed 4 claims and it continues to happen. They have given the unknown users access to my information. I have had my identity stolen and now have reason to believe they are the party that gave my identity out. After several calls and attempts banner has not resolved the problem.

  Business Response

  Date: 12/18/2023

  The complainant states "I have had my identity stolen and now have reason to believe they are the party that gave my identity out."
  In order for Banner to complete an investigation, we will need to know what led the complainant to believe that Banner was the party who released his information: a detailed police report is preferred - or - any other legal document that would point us to a potential unauthorized release of information. Once we have the additional information, we can start our research into the complainant's concerns.

• Initial Complaint

  Date:12/14/2023

  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.

  Our daughter was admitted to the ** at this hospital and before she was discharged 4 hours later, someone from this facility shared very personal information about my daughter to someone outside the hospital that did not need to know what was going on. We met with the *** *********************** to discuss on 12/5/2023 and she just gave my wife a call on 12/14/23 letting us know that she joined with the ***** team from Banner Health to investigate our issue and that they looked into it. THAT WAS IT! She couldn't even tell us that our complaint was substantiated or that they did find that it was true to have happened. Nothing at all to help relieve our concern and that this hospital could be trusted with our future care. What an absolute insult to my family. I understand they can't tell me what they did to any employees to resolve any personnel issues and such, that is not what we are asking for, but you can at least admit that someone on your staff screwed up and made a huge mistake. We at least deserve that. At this point, I wouldn't trust anyone in that hospital with my family's care. That is sad because this is a small town and we only have one hospital to go to if we need care. Someone better get me some answers on what the "So-Called" investigation they did turned up. I am giving them an option to handle this easily before I go seek an attorney to move forward.

  Business Response

  Date: 12/15/2023

  This incident is still going through our investigation process, we are actively working to determine who may have shared the patients information. At this time we have not made a full determination, but will follow up with the patient with our full determination at the completion of our investigation. 

  Customer Answer

  Date: 03/14/2024

  I am objecting the business response as it has been 3 months since they responded saying they would follow up with us after investigating. It has been 3 months and we have not heard a thing. My family and Daughter specifically deserve some kind of response from them. I would love a phone call to update me on what is going on. 

  
  

  Thank you 

  
  

  *******************

  ************

  Business Response

  Date: 03/14/2024

  Your concern has been investigated by the appropriate leaders.  Please know that this experience has been discussed with the staff member involved; however, we are unable to share any further details of potential disciplinary action in order to ensure employee privacy.  

  Customer Answer

  Date: 03/24/2024

  this is completely unacceptable and I will not accept this answer. Thats what my daughter gets? An employee whom you have narrowed this down to, shared unbelievably sensitive information about a minor and this robotic message is what she deserves? What a joke

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair 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.

  In September I took my daughter to the Banner Ironwood hospital concerned about a burn that appeared to still ooze after a couple days of healing. After checking in and waiting in the waiting room for about an hr a nurse takes us to the back to be seen. ** were placed in another room where we discovered the hospital was unsanitary as there were soiled bed pans left throughout the halls and stains on the bed sheets. ** came to the conclusion to leave outta fear we would catch an infection due to the poor sanitary conditions. ** contacted a nurse to inform her we were leaving though we waited all that time and didnt get a chance to see the Dr. ** did not receive ANY care not even a band aid or antibiotic cream. NOTHING and yet Banner is trying to Bill me for a full ER visit. When I ask what exactly they were charging me for since they didnt provide me with any care and the response Im getting is ********************* So they are trying to say that it cost $1800 to check in to the hospital and wait to be seen. This is fraud and I will not pay for a service I didnt use.

  Business Response

  Date: 12/18/2023

  The patient's account has been sent to our Auditing Team to review the charges. 

  Customer Answer

  Date: 12/18/2023

  This response is not a solution this complaint will need to remain open until I receive a response from the billing audit team. 

  Business Response

  Date: 12/22/2023

  After review by the Nurse Auditor, the charges have been reversed. The insurance will be refunded. The final patient-responsibility is $0.

  Customer Answer

  Date: 01/05/2024

  
  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,
  
  *********************************