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:11/30/2023

  Type:Sales and Advertising 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 am very ill, working with my medical team of neurology, immunology, psychiatry, Dermatology, therapy, dietician, and primary care. I have been sick for 17 months with acute active mono (******* ****). I have also tested positive for acinetobacter baumannii. I was desperate Nov 28th, and went to the ** at the Ocotillo location. I was told my issue is puritus, and that my skin ulcers were just in my head and i had created them myself from scratching. He then prescribed a strong anti psychotic because this was all in my head. I'm actually very sick and need help, but the doc had terrible bedside manner and I left sobbing (after I paid $200 of course). Can't believe the medical gaslighting I received from your male ** doctor. I cried for hours after. I just wanted some help. Thanks for charging me for NOTHING.

  Business Response

  Date: 11/30/2023

  Banner makes every effort to provide the best quality-of-care possible. Should a patient feel that we did not meet that standard, our Patient Relations Team is available to address those concerns. They can be reached by calling ************.  

  Customer Answer

  Date: 12/01/2023

  
  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:11/29/2023

  Type:Delivery 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.

  Received a call for a past due bill for no service provided. Brought a child to be seen 11/22/2023 and the child was not seen. We cancelled the registration within 30 minutes of arrival as nothing was performed and no help was provided. Received a call today 11/29/2023 that ****** dollars was owed and past due because a doctor inappropriately accessed the information without our authorization. No bill has been received and my insurance company has been advised to dispute and inappropriate frivolous billing for no services provided.

  Business Response

  Date: 11/30/2023

  The patients name was not provided in the complaint. Consequently, Banner searched by the last name, email, and address of the complainant. We found no outstanding balance for a 2023 date-of-service.
  
  Banner contracts 3rd party non-Banner physicians who work in our Emergency Rooms. If the complainant is receiving a bill from a 3rd party ER physician, we cannot address this concern. They process their own billing and Banner does not have access to their system.

  
  If the complainant has received a Banner-branded statement, please provide a copy so that we can more thoroughly investigate the concerns. 

  Customer Answer

  Date: 11/30/2023

  
  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:11/19/2023

  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.

  Account number: ******** I paid $40 as insurance co-payment during my visit to to my primary care doctor at *********** on October 6th. A month later Banner sent me bill for $40.57 as insurance co-payment without any mention of the payment I made at the time of service. When I called billing department, they informed me that they see that I paid and it was an error and they will correct it. A week later, the balance is still showing and they didn't credit my account wit my payment.I wrote a letter and attached with it my credit card transaction showing I paid my coinsurance payment and asked them to adjust my account.Three weeks later, they send me another notification that my payment due now and also without mentioning the payment I already made!It is clearly that Banner Health either intentionally trying to over charge me above their agreeable price with my insurance company or their employees at the billing department are incompetent.I am writing this complaint asking Banner Health to credit my account withe $40 I already made at the time of service.Thanks,******

  Business Response

  Date: 11/20/2023

  The patient's payment was located and correctly applied to her account. The balance is now zero.

   

  Customer Answer

  Date: 11/20/2023

  
  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:11/13/2023

  Type:Delivery 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 September 11, 2023 at 10pm, I brought my 10-year-old daughter to the Banner ***** Medical Center, Banner Health Emergency room due to making a suicidal statement. They did not perform a mental health evaluation on her until 2:30AM, done via telemedicine. I was told by the counselor that she would not be placed on an M1 hold, as it was not medically indicated. He advised us to stay in the emergency room to ensure that she stabilizes. The next day, the social worker informed us that they were looking for a bed in inpatient hospitalization. By 130pm on September 12, she received no other evaluation, with no status progress given. As her mental status has significantly changed, and she was not on any hold, I informed the charge nurse we would be leaving, as I got her an emergency appointment with her therapist. The nurse informed me that as of five minutes ago, her hold status had changed and she was now placed on an M1 hold. I asked her how that was possible as no one had clinically evaluated her since 2:30 the morning before via telemedicine. I told her I needed to see the rationale and documentation for this change in status. She informed me she could not do that. I asked for a patient advocate. I was denied a patient advocate, however, a woman that introduced herself as the head of the ** spoke with me. She informed me she had no knowledge or information regarding my daughter. I was then informed that she would be leaving at 5pm for an inpatient facility over an hour away, The receiving hospital informed that they never received documentation that she was placed on a hold, that the status was voluntary. Medical records from Banner ***** indicated she placed on an M1 hold at 5:00 PM on 9/12, by a physician that never saw nor evaluated her the entire time she was in the emergency room. My daughter was absolutely traumatized by the two armed guards they had standing outside her room at the ** and by the inappropriate and illegal inpatient hospitalization.

  Business Response

  Date: 11/14/2023

  Please contact Banner Health Patient Relations to discuss the concerns shared so they can be properly reviewed.  

  Banner Health Patient Relations.

• Initial Complaint

  Date:11/07/2023

  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've been struggling with Banner Health to resolve a billing issue. Despite contacting them over 10 times, the problem persists. To provide some context, my son was born at the end of October 2022. In April 2023, I received a bill for a triage visit the day before his birth. When I checked my Banner Health account, I discovered two outstanding balances: one for my triage visit and another for my son's monthly "well check/visit". On April 11, I paid $410 to be applied to my personal buill. However, on April 19, Banner Health informed me that my payment was applied to my son's visit (which should have been covered by his health plan). My son's health provider eventually re-processed his bill and paid Banner for that visit. Since then I have been on the phone with Banner almost every month trying to get the original payment transferred to my personal bill. At this point, I am exhausted and disheartened. Today, I received a collection notice from H&R Account, as ********************** is still demanding the payment for my personal bill, despite my son's statement having already been paid. It seems that Banner Health is taking advantage of the situation, showing a lack of concern as they pass the issue around until it ends up in collections, negatively affecting people's lives.

  Business Response

  Date: 11/10/2023

  The patients $410.00 payment posted to her sons account: *********** for date-of-service 01/06/2023. When the insurance reprocessed the claim leaving zero patient responsibility the account was left with a credit balance of $410.00.
  This credit was subsequently transferred to two accounts:
  
  $19.61 transferred to the patients hospital account ******** for date-of-service 10/24/2023
  and
  $390.39 transferred to her sons physician account: *********** for date-of-service 05/01/2023. This transfer paid *********** in full until the patient requested that payment be applied to her hospital account instead. By moving the $390.39 to the patients hospital account ******** - it paid the hospital balance in full but left a balance on her sons account *********** - of $390.39.
  
  While the insurance payments and adjustments completely covered the balance on account *********** it did not completely cover the balance on ***********. On account ***********, they applied $392.60 to the patients deductible leaving her responsible for $392.60.  See breakdown below:
  
  Account *********** date-of-service 05/01/2023
  
  Total charges: $1,148.00
  Insurance paid: $472.09.
  Contract adjustment: $283.31
  Applied to Deductible: $392.60
  Banner wrote off $2.21 to small balance adjustment.
  Patient owes the unpaid amount of $390.60
  
  When this amount was left unpaid, it was referred to collections. 

  Customer Answer

  Date: 11/11/2023

  The visit from my son on 5/01/2023, was also a wellness visit which should have been covered by his health plan. My intent from the very beginning was to transfer the original payment over to my account so things could remain separated and easily tracked. However, because it took so long to transfer the correct payment as I have requested several times over many months, my sons health provider is no longer in business (Friday health). What am I to do now as they are no longer available to re-process the claim? I believe since banner took six months to properly transfer the payment as  I requested originally in April they should show some good faith and help out as I can no longer contact his original health provider.

  Business Response

  Date: 11/13/2023

  A payment made to Banner by the guarantor would not affect the insurances determination of the patient-responsibility. In the case of the 05/01/23 date-of-service - referenced by the complainant - the insurance applied $392.60 to deductible rather than paying $392.60 to Banner which resulted in the $392.60 balance.

  
  Upon completion of a claim, insurance companies send an Explanation of Benefits (***) to both the provider (Banner) as well as the member. This *** details the breakdown of payments and adjustments as well as the members financial-responsibility. Review of the *** would have given her the opportunity to appeal the insurances decision.

  
  The complainant can apply for a reduction of her balance through our Banner Financial Assistance Program. If approved, she may qualify for a 50% - 75% - or 100% reduction of her remaining balance. We will send an application to her.   

  Customer Answer

  Date: 12/06/2023

  I am getting the claim re-processed with the help of ****'s department of insurance.

• Initial Complaint

  Date:11/02/2023

  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.

  Attended appointment for yearly WELLNESS EXAM as was scheduled. Tje WELLNESS EXAN is covered 100% by my health insurance. When appointment was complete, front desk said I was given a wellness exam AND doctors exam. I asked why and they said the took my blood pressure. A blood pressure check is taken during a wellness exam so there is no justification for the extra charge. NOTHING in the visit was beyond a standard ANNUAL WELLNESS EXAM. have sent an email and I never received a response.

  Business Response

  Date: 11/06/2023

  The patient's account was sent for a coding review. The appropriate corrections were made - leaving a credit on the account. The refund will be initiated today. It may take 3-5 business days for the issuing bank of the patient's credit card to update the refund. 

• Initial Complaint

  Date:10/29/2023

  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.

  Read my explanation below. I hate to be repetitive! Banner health care is totally inept with its billing problems. I'm getting calls and mail demanding payment for a covered by ******** visit to urgent care. Being wheelchair bound, I don't spend much time on the computer.

  Business Response

  Date: 11/02/2023

  Claims were filed to ******** on 5/3/22, 5/8/22 and both times denied by ******** stating that ******** does not cover this procedure.  The patient was responsible for ***** balance due.
  Claims were filed to United Healthcare on 4/6/22 and 6/7/22 and denied - stating that the service is not covered under the patients current benefit plan.
  Statements were sent to the patient on 7/22/22, 6/10/23, 8/5/23, 8/27/23, 10/2/23 and 10/24/23.
  A letter was sent to the patient on 9/20/22.
  Outbound calls were made to the patient on 7/24/23, 8/21/23, 9/11/23, 9/25/23, 10/16/23 and 10/31/23.
  If the patient still disputes balance, she will need to call ******** and United Healthcare for further assistance.

• Initial Complaint

  Date:10/20/2023

  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.

  06-23-23 I paid $5,720 for a CT Scan of my neck that was scheduled for 06-27-23. Banner ************ called me and made me pay this amount saying that it was the amount my insurance was not going to cover. After receiving my EOB on 7-10-23 it came to my attention that I only owed $1,449.86 ************** Statement is attached). Banner Health owes me $4,270.14. I have called Banner billing 3 times and spoke to ******** on ****. Alexandria on **** and ****** on ****. They all keep telling me it is processing. I asked for a Billing Manager but they will not give me a name or let me speak to one. They agree that I am owed the $4,270.14 but no one will help me. They tell me to call back next month. They have had my money since 06-23-23 and it is 10-20-23. This is not acceptable.

  Business Response

  Date: 10/27/2023

  The patient had a $4,270.14 overpayment for his 06/27/23 date-of-service. Per the Financial Agreement signed by the patient a portion of that overpayment was transferred to his related accounts that had open balances.

  
  $656.67 was transferred to a hospital balance for date-of-service 06/15/23 bringing that balance to zero.

  
  $79.03 was transferred to a physician balance for date-of-service 07/06/23. This account is now paid-in-full as well.

  
  The remaining $3,534.44 credit was refunded to the patients credit card 10/26/23. It may take the issuing bank of the patients credit card 3-5 days to update the credit in their records.

  Customer Answer

  Date: 10/27/2023

  
  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:10/05/2023

  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.

  As of today 10/5/2023 I was terminated from Banner Gateway Medical Center. I am currently 3 months pregnant and was working with the ADA ******* and was currently on a light duty assignment to work with my work restrictions( no lifting, pushing, or pulling more than 25lbs) provided by my doctor. I am a Sterile Processing tech and was working in the *** department until my work restrictions did not comply with my job description. I was moved to a light duty assignment that did comply with my restrictions. I was sent home early Monday 10/2/2023 due to lack of work to be done and have been home every day since due to the same reason (no work). When speaking to HR I was informed that their reasoning was that I was not working up the their expectations and leaving early and showing up late as well as being on my phone. However I only left early one time because I had finished my work and asked if it was okay and I had my stuff with me because I did not have access into the light duty department I was working in. The other times that I had against me were because I was sick but was not yet enrolled in the ADA ******* to protect me. I was not on my phone the way they described, yes I had my earphone in one ear same as everyone working around me but I was not on it constantly. They claimed I did not meet the expectations of their work but I had been thanked multiple times for helping them out and getting stuff done that needed to be done on various occasions but multiple staff. I feel that this company found any and all excuses they could find to let me go because I had become a burden to them since I am 3 months pregnant. I strongly believe I was wrongly terminated and discriminated against. I believe that they had to find a reason so it would be easier and less paperwork for them. They were supposed to help and care for their staff or so thats what I thought Banner stood for but it proves to show they truly do not care for their employees. Now I am without income for my kids.

  Business Response

  Date: 10/10/2023

  Regarded and recognized as a top health system in the country for clinical quality consistently provided to patients in its hospitals, Banner operates hospitals and other related health entities and services.  To that end, Banner Health is an equal opportunity employer, committed to providing a work environment free from any sort of unlawful discrimination. While we are unable to share any confidential personnel details regarding *********************, we steadfastly maintain that Banner Health acted lawfully at all times with respect to her employment.
  

• Initial Complaint

  Date:09/29/2023

  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.

  Filed a complaint regarding a Sr ******** Pharmacist ********************* willing having an affair with a subordinate Banner nurse who happens to be married. I guess this is how banner conducts business with no follow through and allows nepotism and Management to have sexual affairs with married ******

  Business Response

  Date: 09/29/2023

  We are unable to respond to this as it does not pertain to healthcare issues but is of personal concerns.