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:08/13/2023

  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.

  I go to a Banner UMC clinic to see my primary care provider which is a Resident. It's been explained to me that since Banner cannot bill services from a Resident, they must bill from whomever the Attending doctor is that day at the clinic. I had a follow up visit with my PCP, i paid my $10 copay as usual. Two months later they send the claim to my insurance, BCBS. I then get a bill for $338 because my insurance rejected it as Out Of Network. I looked up the doctor they billed me to, since I had never seen her nor heard her name before, and it listed her online as Chief Resident. I believe this is why she was considered Out Of Network. I talked to the clinic and they said it probably got billed wrong and that they would fix it. I heard nothing for several months and assumed it had been fixed. Then suddenly I start getting bills and then collections calls. After MANY calls to Banner billing **** and my insurance *** no one is willing to fix this. This is the most strange and stressful billing issue I've ever dealt with. I've never not paid a bill in my life but I should not owe anything more than my $10 copay for a simple follow up visit to my PCP!

  Business Response

  Date: 08/18/2023

  The patient's account is being removed from collections and sent to our Insurance Billing Unit for review

• Initial Complaint

  Date:08/11/2023

  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.

  My money is not being refunded. I am told that the refund is in the system and the only thing I can do is wait. It's been over a month since they say the refund was issued and they have no answer for me except to continue to wait.

  Business Response

  Date: 08/17/2023

  Banner has submitted the patients refund to *****. He should see his ***** balance updated in the next 3-5 business days. 

• Initial Complaint

  Date:08/10/2023

  Type:Order 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.

  Have been in numerous calls with Banner Health and their billing team over services between 4/27/2022-04/29/2022 for my child with an amount due of $1,521.60. During numerous calls with billing department (2022-2023) we have asked the representatives to send the bill to my husbands insurance as his insurance provider was the primary and they continued to incorrectly bill the secondary insurance provider. On the first call we gave them information for them to correctly send the claim to the primary insurance. We confirmed the primary insurance has never been billed or received any claim from Banner Health. After another bill was mailed to us on May 15, 2023 we called and spoke to two different billing representatives asking them to once again correctly send the claim to the primary insurance provider. Afterwards, we continued to receive billing for the $1,521.60. On 6/29/2023, we mailed the Banner Health billing department requesting them to properly send the claim to the primary insurance provider so that the primary and secondary insurances can follow their proper billing processes and resolve the claim. On 8/10/2023 we received a letter from **************** stating they are trying to collect a debt that we owe to Banner Health. Banner Health has on numerous times failed to send the claim to the proper primary insurance provider and correct their billing errors to let the primary and secondary insurances process the claim. Additionally the only way to communicate with them has been verbally through their customer service hotline with no follow up communication from the billing department that they have corrected any of their mistakes.

  Business Response

  Date: 08/11/2023

  Banner called the complainant and obtained the correct insurance. We will remove the account from the collection agency and bill the correct primary insurance.
  The complainant was also given the phone number and email of the representative who is handling her concern - so that she has a direct point-of-contact for any further questions.

• Initial Complaint

  Date:07/31/2023

  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.

  I was an employee of banner health, and have had multiple issues with them billing services correctly, then sending me to collections when I havent even received a bill from them. I had banner **************** and for some reason they cant seem to talk to each other. Every time it is a fight to get services covered that fall under my plan. 12/16/2021 I had a major surgery and they had to file an appeal with the insurance company prior to surgery to get the pre auth however the hospital still billed under the denied auth. So even though my max out of packet had been met with what I payed before admission, I was getting collection calls. It took month of back and forth with the insurance to get banner to bill it correctly. Now a year and a half later I just received a call saying I owe **** for a clinic visit on the same day I was having surgery, with a ***************************(she was my surgeons pa) but insurance company shows a claim payed to her and 0$ pt responsibility (because my max out of pocket had been met. I have also been fighting for months with the central billing about multiple visits my daughter ****** had with a dr ******* cart for mental health talk therapy that was billed as educational services, so insurance denied any coverage. ***** has tried on multiple occasions to reach and have it resubmitted under the correct icd10 code. But no one at banner will respond or return their calls. And Im receiving notices I owe over 400 for each visit. In all these instances the insurance is not to blame its banners horrible billing practices. They refuse to take any accountability and no one I have reached out to at banner to try to resolve this has been willing to look into it or resolve the issue. And this has all been going on while I was a employee of banner using every resource at my disposal. There negligence is down right criminal!

  Business Response

  Date: 08/03/2023

  RE: Complainants Account
  The patients insurance paid the 12/16/2021 physicians service on 01/17/2022 leaving no patient responsibility. On 06/27/2022 however - the insurance recouped.
  The patient was having $93.12 deducted from her Banner paycheck between 08/04/2022 and 05/25/2023. Payroll deductions stopped -presumably when the patients employment with Banner ended.
  The remaining balance of $2700.48 was referred to collections 07/11/2023.
  Banner spoke with Aetna on 07/31/2023. ***** confirmed that they requested a recoupment of their payment and that they had received it. The Aetna representative told Banner that she didnt see notes indicating why they requested a payment recoup but said that she would research it.
  The patient will need to contact her insurance to find out why they requested their payment back.
  
  
  RE: Complainants Daughters Account
  
  ********************** billed the patients insurance for dates-of-service 04/17/2023, 04/03/2023, 03/20/2023, and 02/27/2023. Our claim was denied as non-covered charge.
  *** complainants request,her daughters accounts were sent for a coding review on 07/17/2023. The coding review was completed today. It was determined that the codes billed to insurance were appropriate per the physicians orders.
  By law, Banner cannot change a code that is inconsistent with the physicians orders for the purposes of obtaining an insurance payment.
  A voicemail message was left for the guarantor at the number listed on this BBB complaint. 

   

   

• Initial Complaint

  Date:07/27/2023

  Type:Product 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 traveled from *******, ** to Banner Desert in **** for surgery that was scheduled for July 27. I was contacted by someone from Banner on July 25 to do pre-op questions and confirm date and time of surgery. I received an email from Banner confirming surgery date, time and location. Upon arriving at Patient registration I was told that they don't have me on the schedule. I then show the registration staff the email and they couldn't explain it. My ******* ************ from Desert Spine and ******** was contacted and he stated he was getting ready to meet me for his planned surgery. Then, a conversation between *********** and the Supervisor for registration ensued. During this time I overheard comments about my scheduled surgery got cancelled for some unknown reason. The issue is that this cost me hotel and gasoline expenses to travel from home located in ******* to the facility located in ****. I know have to pay again to travel to the valley and stay in the hotel again to get the necessary procedure done. I would like reimbursement of these costs. Thank you.

  Business Response

  Date: 08/07/2023

  thank you for reaching out.  We recommend you contact Banner Health ************************** to discuss your request for reimbursement.  

  thank you

   

   

  Customer Answer

  Date: 08/07/2023

  How about providing me a valid name and contact info to resolve this instead if sending me on a wild goose chase guessing who to contact and avoid the multi level pre-recorded messages in the phone system.

  Business Response

  Date: 08/08/2023

  The patient can contact Banner's ************************** by calling ************

  Customer Answer

  Date: 08/11/2023

  
  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:07/14/2023

  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 have paid them through my monthly payments a total of ***** dollars with a balance of only ***** dollars. I had overpaid so i had them stop taking my monthly payments until my last bill got sent to insurance because one of them originally did not get sent to insurance. They could have used the ***** dollars I had already paid to pay off the ***** dollars that was due but they sent every single one of those bills to collections. They still have my ***** dollars and keep billing me for a bill that is ***** dollars. They did not use my money to pay my bills, sent me to collections and will not give me my money back.

  Business Response

  Date: 07/17/2023

  The patients insurance was billed. Per the Explanation of Benefits from the insurance, the patients copay was $3,200.They also applied $2,319.74 to the patients deductible.
  The total patient-responsibility for both copay and deductible for this was $5,519.74. The patient has paid $4,415.71 to her account. Her remaining balance is $1,104.03 for this account. There is no credit to refund.
  If the patient disagrees with her insurance companys determination, she can appeal their decision with them.
  

• Initial Complaint

  Date:07/11/2023

  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.

  Account # ******* I received a ************ **** from Banner Health Services (Banner) on 11.04.23 for $,5038.55. I mistakenly paid this but I should not have because I have ******** ******************* Banner should have ****ed ******** and not me. I have repeatedly requested Banner to re-**** ******** and refund my $,5038.55 but this has not happened to date. Details of my interactions with Banner & ********:01.04.23 My brother called ******** ****ing, rep **** said that no action is needed; ***** Medical Center (Banner) should be reimbursing me the full $5,038.55 w/in 30 days. If not, call ******** back so they can work harder with ***** Medical Center (Banner).03.20.23 I called ********, rep ***** said ********s Integrity Team is reviewing my request. ******** will reach out to Banner again but ******** needs a certain processing claim form (the Universal Processing Form) from Banner. We can contact a supervisor or the director at Banner & ask them to manually write out the claim and submit it to ********. We next called Banner Billing but after holding for 30 minutes, I chose the option for a call back which never happened.03.31.23 I called Banner ******** rep ****** said Banner needs to **** ********; she will note to resubmit the ****. Call back in 30 days. 05.01.23 I called Banner ******** representative ***** said Banner is still working on the refund. They submitted it to ******** and it has been re-****ed, so theyre waiting on ********s response. Call back in 2 weeks.05.02.23 We called ********, a male rep said he will try to reach out to the Program Integrity Team (PIT) who will then contact me. I told him Banner said they resubmitted my claim to ********, but he said he didnt see anything submitted in 2022 or 2023. He will submit the **** to ********s Legal Team who can guide Banner through the resubmitting process. Assuming Im due a refund, ******** will pay the **** back to Banner and then Banner will repay me. To date, I have not heard back from either agency and I am currently still out $5,038.55 and still awaiting a check.

  Business Response

  Date: 07/17/2023

  Banner has initiated the refund. It may take 3-5 days for the issuing bank of the credit card to update the refund. 

  Customer Answer

  Date: 07/18/2023

  
  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,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:07/07/2023

  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.

  Border Patrol Agent sustained injuries from on-duty vehicle accident visited Banner UMC on ******* in ****** ** in June 2022. Received bill for services in Dec 2022. Spoke to ****** on 12/30/22 @ 11:45am. She said all **** of ***** info was on file and she would resubmit for payment.Received another bill for same amount in May 2023. Spoke to ********* on 5/23/23 @ ****. She said they have no info or claim number. Gave her the claim number. She said it would take ***** days to settle. Received a third bill on July 6, 2023 for same amount. Dont know why DOL is not paying them but I want to stop Banner from harassing me with bills before they attempt to send it to collections for something between them and the **** of ***** that has nothing to do with me.

  Business Response

  Date: 07/13/2023

  The patients balance has been adjusted to $0

  Customer Answer

  Date: 07/13/2023

  
  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:07/07/2023

  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.

  I had knee surgery April 26th, 2022 at Skyline Surgery Center in ********, ********. I received my claim information in the mail a month or so later, and my insurance denied the claim because they didn't obtain prior authorization before my surgery. I was never made aware of this either. The surgery center made me pay $2000.00 dollars prior to my surgery in order to get the surgery done. ***** said I am not responsible for any of that claim and has sent numerous notifications to Banner stating I am not responsible and to refund my money, but that has yet to be done. I have called several times and get a different story every time I call. This is beyond ridiculous. Its been well over a year and I still have no answers.

  Business Response

  Date: 07/13/2023

  The patients refund was initiated by the surgery center 07/12/2023. It may take 3-5 days for the issuing bank of the card to update the credit in their records. 

• Initial Complaint

  Date:06/23/2023

  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.

  This is in reference to a prior complaint (********). For reference, I have attached the original complaint below. As you will see, the billing from Banner resulted from their lack of providing resources to me that they are REQUIRED to do. In the answer to my original complaint, they appear to have agreed to adjust my bill to a zero balance. This has not happened yet! Since the billing - as I accurately stated - was due to a total failure to provide the needed resources and never getting back to me to ensure I could use the equipment provided, I need this adjustment to happen immediately.

  Business Response

  Date: 06/28/2023

  Banner is in the process of billing the patient's insurance. The account has been removed from collections.