Business Profile

Health and Wellness

Banner Health

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Complaints

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

Customer Complaints Summary

256 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

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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:09/25/2023
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.
On March 15, 2023 I was seen at the Banner UMC ********************** ****** location. The provider relied upon their NP instead of themselves to examine me, then proceeded to mischaracterize my problem, sending me off summarily in an errant direction for follow up with a specialist who was new to me and who was outside of Banner. I initially relied on the referral to be competent but, unfortunately, a scroll through only a few on-line patient reviews proved alarming. The nature of the complaints about this specialist compelled me to check the relevant BOMEX record where I then found this specialist had been suspended for 6 months for fraud that involved patient care. I also learned only from contacting that practice office (before understanding the suspension) that I was referred for a reason that is not medically associated with my symptoms, nor has it ever been so during my lifetime. Finally, this erroneous and irresponsible referral by the Banner provider at least resulted from him not taking sufficient time to talk to me himself. Patients are not responsible for miscommunications between junior health care providers and the **** level staff and in this instance that exchange took place out of my presence. I can only assert that I offered no suggestion of any association with my symptomology to support the provider's conclusion. The Banner (non-medical) Admin COO replied to my complaint by again only misstating what occurred and asserting that the "matter is closed" with me still owing the co-pay amount. Banner has been paid 85% of what it charged so a request that it forego my $10 is only reasonable.
Business Response
Date: 09/26/2023
thank you for sharing your experience; we are so sorry to hear it did not meet your expectations.
if you would like this matter to be reviewed by Banner Health, please contact the Banner Health Patient Relations team to address.
thank you
****************
Initial Complaint
Date:09/20/2023
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.
Banner Health has repeatedly double billed me for a service rendered on 8/8/23 (surgery to remove fixation hardware). Firstly, they attempted to perform an automatic withdrawal of funds against my credit card after I had fully paid the bill despite having contacted them. I went so far as to call and provide the receipt for the full amount prior to them hitting my credit card. They then proceeded to start the withdrawal the next day anyways. After hours of phone calls, I was able to resolve this on my own. Now, as a separate double billing, they are charging me for the surgeon's fees neglecting to include the portion that I was required to pay prior to the surgery (again, I have a receipt for this). Their third party (********) lies and provides misinformation rather than resolving any issues. I have paid all bills in full (I've not negotiated anything) and yet still have a balance on my account due to their double billing practices. I have provided Banner with all documentation proving my claims (from their own receipt confirmation numbers). Obviously, this is now common practice for them. Double billing is unethical hence my report.
Business Response
Date: 09/21/2023
Payments made prior to service are based on an estimate of total patient responsibility. The patients insurance will ultimately determine what that responsibility is.
The total charges for the physician date-of-service 08/08/2023 were $1095.00.
The patients insurance paid $766.50 leaving a patient responsibility of $328.50 for co-insurance.
The patient paid $100.00 prior to service.
The patient paid $228.50 on 09/20/2023. Once this posts to the account, the physician charge will be $0. There are no other outstanding Banner physician balances for this date-of-service.
If the patient disagrees with his insurances determination of his patient-responsibility, he can appeal their decision with them.
Customer Answer
Date: 09/21/2023
Banner's response is now financially accurate but completely denies their dishonest double billing and fails to provide the timeline of their behaviors. The entire $328.50 was billed to me after insurance adjustments and well after my $100 prior payment. The only reason I paid $228.50 was because I refused to double pay and was forced to open this claim (all bills have shown $328.50 despite my payment of $100 prior). To resolve this, Banner needs to admit dishonest billing practices or incompetence. I will leave it up them as to which of those is reality. I will not pretend that they behaved in a reasonable, ethical manner or that this was a fault on my part in any manner. I do no deem their response as acceptable.
Business Response
Date: 09/25/2023
The patient's payment has posted. His balance is now $0.
Customer Answer
Date: 10/11/2023
As noted before, I do not accept the note that my balance is $0 as a complete resolution. I had to spend hours of my time and energy telling Banner this fact because you were double billing me. I am willing to accept Banner's acknowledgement of dishonest billing practices or repeated incompetence in billing. It is your choice as to which is reality, but I want notification as to how/why this occurred (at least twice in this instance). My being forced to take this up before the BBB in order to get Banner to honestly and accurately bill me requires more than Banner agreeing that I was correct in noting a $0 balance (as I always was). Banner refusing to accept responsibility is unacceptable. Furthermore, it is not acceptable to require my time and energy (and inclusion of the BBB) to get honest, accurate billing.
Initial Complaint
Date:09/18/2023
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.
Request for Resolution of Billing and Surgery Pre-Approval Issues I have completed a few office visits with **************** at your facility located at *********************************. During these visits, I have received excellent medical care and guidance from **************** and his team, for which I am grateful. However, I have encountered some challenges that require immediate attention and resolution.Firstly, there seems to be an issue with billing. As I have been in communication with my worker's compensation adjuster, I have learned that they have not received any bills related to my previous visits at Banner Surgery Center - Sports Medicine. These visits took place several months ago.Secondly, I have surgery scheduled for October 11, 2023, and to my concern, I have not received any communication or confirmation that Banner Surgery Center has contacted my adjuster for pre-approval. This pre-approval is essential to ensure the smooth process of my upcoming surgery and to avoid any unnecessary delays or complications.I raised these concerns with ******************** assistant (********) during my recent visit, but unfortunately, I felt that my concerns were dismissed, and I was directed to contact the billing department at Banner Health. I took this advice and called the provided number *************) but was met with further challenges. The call was transferred to ************, where ***** could not assist me, and I was subsequently transferred to ************, where ***** also could not provide the necessary assistance.I kindly request the following actions to be taken:1. Please ensure that my outstanding bills from my previous visits, which have been pending for several months, are promptly processed and sent to my worker's compensation adjuster.I urgently need your assistance in expediting the pre-approval process for my scheduled surgery on October 11, 2023. It is crucial that this approval is obtained well in advance to avoid any potential disruptions to my medical care.
Business Response
Date: 10/02/2023
Banner has contacted the patients workmans compensation adjuster. The workmans compensation information has now been updated to the prior visits. The adjuster has requested additional information from Banner so that he can approve the patients upcoming 10/11/23 visit. His request is currently being processed.
Customer Answer
Date: 10/02/2023
Banner health please provide me with you contact information.
Business Response
Date: 10/04/2023
The patient can reach the Banner Surgery Center by calling ************
Customer Answer
Date: 10/22/2023
Who exactly is responding to this complaint. Please provide name and contact information.
Initial Complaint
Date:09/13/2023
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.
Banners Infusion Pharmacist Manager ************************* willing had an affair with a junior employee who happens to be married and was aware. I am the husband who is affected. First a Manager role in a sexual relationship with a Jr ******** breeds nepotism, tears away unit cohesion and decision making. Furthermore with my Wife. Is this how Banner runs their business. No integrity
Business Response
Date: 09/13/2023
We are in receipt of your posting on the BBB portal. Unfortunately, we cannot respond to these types of concerns but will share with the appropriate leaders.
Banner Health Patient Relations
Initial Complaint
Date:09/11/2023
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.
My father has been having some health issues for the last four weeks or so. Last week he finally relented and went to his *** to be seen for the concerns. The ran some tests and have referred him to GI. We know nothing definitive as of yet. However, he was advised the if his symptoms worsened that he should go to the *** We had him to the ** on 9.8.23 and again this morning 9.11.23. Both times we have left with our hands in our lap because they CANNOT perform the testing needed to make any further determinations. We call *** this morning and were told to come and be seen by the MA. My parents arrive for the appointment ON TIME and were turned away stating that it was "too early for a follow up." My mother has been on the phone with both the *** office again since they've been home as well as attempting to get his GI appointment moved up. It was pushed out all the way into October. To no avail. Without a cancelation they cannot get him in sooner. Again they were told that if his symptoms worsen to go to the ** where they cannot do anything for him. Is this what passes for Healthcare today? The man is in distress and needs medical attention and they are not only being given the run around but essentially NOT being helped at all at this point.
Business Response
Date: 09/12/2023
We are sorry to hear this has been your experience. Please reach out to our ********************* at ************ and ask to speak with a supervisor/manager to have your concerns addressed.
thank you
Banner Health Patient Relations
Initial Complaint
Date:09/06/2023
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.
I am updating this complain that was submitted a few hours ago, because I attached the wrong file. This complaint contains the correct file that shows payment by United Healthcare - Paid $341.89 on 8/23/2023.This complaint is for *******************************. (Date of Birth 9.19.2000) I (***************************) am authorized to speak on behalf of my son *******************************. He called Banner Health and gave this authorization. I every time that I call Banner Health, they cannot locate this authorization in their system. Here is our latest problem with Banner Health. He was billed $311.89 for a CT Scan on 4.12.2023. This Bill was paid in full by me (Transaction number ****uxyx - Account Number ********** His Insurance reprocessed this claim and also paid this bill in full. United Healthcare Paid $341.89 on 8/23/2023. I am requesting that you refund the $311.89 that I paid. *************************** (for *******************************)******************************************************************
Business Response
Date: 09/07/2023
Good afternoon!
Banner has confirmed the credit balance due to overpayment. A refund has been initiated. The refund should appear on the credit card in the next **** business days. Thank you!
***************************
Customer Answer
Date: 09/28/2023

On September 7th Banner Health confirmed there was an overpayment (Since I paid *********************** CT Scan bill in full, and Zacharys Health Insurance UnitedHealthcare also paid this bill in full.)

The refund of my payment ($311.89) was due back on my credit card in **** business days after Banner Healths reply on September 7th.

Today is the 13th business day and my **** Card has not been credited for this overpayment of $311.89.

I am asking that Banner Health immediately refunds the overpayment of this $311.89 to my **** Card.

Thank you,

***************************
Business Response
Date: 10/05/2023
Banner has initiated the refund to the guarantor. It may take 3-5 business days for issuing bank of her credit card to post the credit on her account.
Initial Complaint
Date:08/31/2023
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.
My son, ********************, had orthopedic surgery at a ******************, ******** Banner Health Care facility in May of this year. In order to collect short term disability payments, the orthopedic surgeon, Dr. ****************************** assistant, **************************************** had to submit documentation to the insurance provider, Met Life.My husband and I made numerous email requests of ********************** asking that she submit the necessary documentation. ********************** would reply only intermittently or not at all. I eventually began to co-sign her supervisor, ****************, to the emails we sent to ********************** in hopes that he would encourage and/or require her cooperation. **************** was copied on at least a half dozen of these emails but didn't respond to a single one.Met Life stopped approving short term disability payments approximately two months ago when, according to Met Life, ********************** reportedly failed to provide the required documentation. I reached out to ********************** on 7/19/23 requesting a copy of the fax transmittal notice she received when she claimed to have submitted the required documents to Met Life. ********************** wrote me back the same day and indicated that it would "take some time" for her to locate the fax receipt. I have since emailed her twice for an update without a response.As a result of ************************** lack of responsiveness, my son went without any short term disability income for two months. Consequently, my husband and I have had to cobble together money to pay for his rent, groceries, gas and incidentals. ************************** lack of professionalism and follow through is entirely unacceptable.
Business Response
Date: 09/07/2023
Good afternoon,
We have escalated the issue to the practice manager to get further information on the case. The practice manager will need to further investigate the situation. Additional information will be provided once the investigation is complete. Thank you!
***************************
Initial Complaint
Date:08/22/2023
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 seen on November 9, 2022 for a PCP Office visit which my insurance covers at 100% after my co-pay. I paid the co-pay on site. I am now being billed for $227.00, which is the entire balance minus the co-pay because Banner cannot correctly bill my insurance.I was seen on November 17, 2022 for a wellness exam and flu shot, with ZERO Co pay due, and am being billed $369.84, the entire claim balance, because Banner cannot correctly bill my insurance.I have had coverage for the last multiple years with no lapse in coverage and provided my insurance information to Banner at the point of service, PRIOR to service when registering as a patient, and then SEVEN TIMES AGAIN each monthly billing cycle when I get this infuriating bill. My insurance company has NO RECEIPT of the Banner bills and it boggles my mind how they can't get the basics right.As a consumer, and one who has a demanding job, taking the time each month to wait an hour to talk to someone, only to give them my insurance information for the hundredth time, and then get another bill again, is absolutely beyond frustrating. I would like Banner, at this point, to write my balance off since they cannot seem to get it to my insurance properly. Trust me the call records will indicate my multiple attempts to get this bill submitted correctly to my insurance. I have ********** Blue shield insurance, not some obscure little plan with a PO Box in *******.Now, today, on my 8th call to this place they tell me they need a picture of my DRIVERS LICENSE because my name is wrong on their files. Why in the 7 preceding calls did that not happen? I have now sent a photo of my AZ Drivers license to these people, PRAYING my bill gets submitted properly. I am sure timely filing will be a problem since its been EIGHT MONTHS now. I would like Banner to WRITE OFF any amount they cannot get the insurance to pay at this point.
Business Response
Date: 08/23/2023
After review of the previously paid claims from 2017-2019, we found that they were billed under a last name other than that listed in this complaint. Those accounts were all paid.
The claims mentioned in this complaint were also billed under the last name billed in the 2017-2019 claims. Its likely that the patients insurance was not able to locate the claims that Banner submitted because they were not submitted under the name ******.
The information that the patient attached to the complaint, was forwarded to our insurance billing unit. We will resubmit a claim with the updated information. The account will be placed on hold while we wait for the insurances response.
Initial Complaint
Date:08/17/2023
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 have been on intermittent leave of absence due to a heart condition amount other things. Hospital staff lost my **** FMLA and STD paperwork over a month again, apparently it was left on the fax. I do admit I am difficult to get ahold of since my cell phone has to be off during my working hours due to privacy concerns but I have provided them with my direct work line. Yet its been over a month, and I am getting the constant run around from the medical assistant, provider and clinic practice manager who apparently had the matter under control. There call in system is inefficient as your constantly calling in and they never call back at times youve designated to be available but always conveniently when your not available to leave a message and not actually do anything. I want my paperwork to be completed as they forced me to make an appointment, pay a copay fee so that my provider could complete the paperwork in first place then lost it. There is no accountability at Banner Medical Center ******* practice.
Business Response
Date: 08/23/2023
The clinic has been notified and the patient's concerns are being reviewed..
Initial Complaint
Date:08/15/2023
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.
My daughter was seen by **** on 6/11/2023 which I had paidnthe ***** co pay same day. ******** a bill saying I owe ***** for same date services that I had already paid. This is not the first time this has happened so i am making a complaint! Their billing department is the worst!
Business Response
Date: 08/18/2023
The patients payment was misapplied to one of her related accounts. We have applied the payment to the correct account. The balance is now zero.
Customer Answer
Date: 08/18/2023

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,

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

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Banner Health is NOT a BBB Accredited Business.