Complaints

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

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• 

  Banner Health

  525 W Brown Rd Mesa, AZ 85201

• 

  Banner Health

  1111 E. McDowell Phoenix, AZ 85006

• 

  Banner Health

  6644 E. Baywood Avenue Mesa, AZ 85206

• 

  Banner Health

  PO Box 2978 Phoenix, AZ 85062-2978

• 

  Banner Health

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/12/2023

  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 for a basic medical ****** visit at Banner Health on 4/19/23 and instead of being charged my $40 copay, the ****** charged me $265 and could not tell me why. I called the ****************** and they said to wait for my *** and then call back to seek a refund but also didn't know why I was charged $265. After the *** never came, I reached out to my insurance provider for help. My insurance provider called Banner Health directly on my behalf and was told they had no record of me being seen for an ****** visit on 4/19 but they did see that I paid $265 and still could not explain why. They said they would issue a refund to me and submit the claim to insurance. After a few more weeks went by and no refund was issued, I called again on 6/12 and was told that no refund is being issues, my insurance provider never called, and they don't have record of that conversation. I was told there is nothing they can do until they hear back from the insurance provider and to wait up to 90 days for potential reimbursement. This is after several frustrating phone calls back and forth, hours on hold, and so much conflicting information. It's completely frustrating that I (like many others) was grossly overcharged without reason but it is also terrifying that my doctor's ****** states they have no record of me being there or the several phone calls that have been placed to them. To be clear, this is NOT a complaint or negative review of the medical provider himself or his medical staff. This is a complaint against the front ****** and billing staff (with the exception of the person at central billing that I spoke with on 6/12/23 - she was kind and helpful). I would like the claim to be properly filed and I would like a refund asap, not wait another 90 days to get more runaround.

  Business Response

  Date: 06/26/2023

  Banner has escalated the patient's concern. The insurance has been billed and we are waiting for acknowledgement of their receipt of the claim. In the meantime, Banner has initiated a refund of $225 to the patient's card ($265 payment - less the anticipated $40 copay).
  Banner will send a new statement if there is any remaining balance after the insurance pays.

• Initial Complaint

  Date:06/10/2023

  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 complaint relates to billing issues with Banner Health. My son (whose name is listed in this complaint) called Banner Health and authorized his mother to speak on his behalf and handle billing issues. After many phone calls, I (the mom) have finally pieced together what is happening (despite many times when the Banner Health representative would not help me because they could not locate the authorization that would allow me to represent my son.) One time the Banner Health representative told me that the authorization was not in the correct field and she would correct this (and still, this has not happened) so that I could speak on his behalf.My son was seen at Banner Imaging in ***** on April 12, 2023 for a procedure. He filled out his paperwork and provided his insurance card. I have pieced together that Banner Health had billed another patient / account for his insurance and had his old address on file. I have tried to update his address and every time that I call back, his old address is still on file. I also tried to correct the incorrect insurance information and as far as I know, this has not been corrected. I am asking that you update his insurance information and submit a claim to his insurance along with again updating his address. And update his records so I can speak on his behalf.

  Business Response

  Date: 06/12/2023

  Authorization to speak with patients mother has been updated on the account. The address has been corrected. The insurance information provided in the BBB complaint has been added to the account and the insurance will be billed. 

• Initial Complaint

  Date:06/09/2023

  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 have been waiting for a $500 refund since January of 2023. I have been told that it is in process when I call. The initial appointment for my MRI was 1/7/2023, I was required to pay up front. I contracted covid and had to cancel my appointment days before. I have been promised a full refund and it has been 5 months. I am questioning if Banner is trying to steal from me and hoping I will forget.

  Business Response

  Date: 06/14/2023

  Banner has initiated the patients refund transaction ID ********. It may take 2-3 days for the issuing bank of the patients credit card to update the credit on her account.
  

• Initial Complaint

  Date:05/30/2023

  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.

  I went to the ****** ******** Ophthalmology Clinic on February 1, 2023 for an eye exam and had ********************** MD for the exam.I received a bill from Banner Billing stating I owed a $25.00 co pay. I paid it to avoid them sending it to collection.They billed my ************** plan and they paid.I have a second insurance ChampVA. Banner billing billed that insurance and they denied it saying a student code was used and they do not pay under a student code. I did not have a student do my eye exam a student only observed the exam.I have contacted Banner billing at ************** and they put it for a code review I called again and they said there is nothing they can do about it. I will never use Banner again I switched to Carondelet Medical. I would like Banner Billing to re *************** and refund my $25.00 co pay.I have the *** from ChampVA.

  Business Response

  Date: 06/02/2023

  The insurances Explanation of Benefits shows $25 as patient responsibility. Banner has sent the patients account for coding review. If any changes are made, a claim will be resubmitted. Should the insurance pay the entire balance, any overpayment can be refunded to the patient. 

  Customer Answer

  Date: 06/03/2023

  THE PRIMARY INSURANCE PAID (AETNA *********** THE SECOND  INSURANCE CHAMP-VA DENIED PAYMENT- I CALLED CHAMP-VA AND THEY SAID THE CO-PAY OF $25.00 WAS TURNED DOWN AS NOT COVERED BECAUSE IT WAS BILLED UNDER THE WRONG CODE A STUDENT CODE WAS USED. I ALREADY CALLED INTO BILLING AND THEY ALREADY DID A CODE REVEIW - THEY NEED TO LOOK AT THE SECOND INSURANCE CHAMP-VA IT WAS NOT BILLED UNDER THE RIGHT CODE. (STUDENT CODE WAS USED AND IT WAS  DENIED BY THE SECOND INSURANCE- CHAMP-VA   

  LOOK INTO THE SECOND INSURANCE CHAMP-VA THEY WOULD HAVE COVERED THE $25.00 CO PAY HAD IT BEEN BILLED UNDER THE RIGHT CODE.   

   

   

  Business Response

  Date: 06/05/2023

  Per patients request, the concern has been escalated. It is currently being reviewed by the Coding Director. 

  Customer Answer

  Date: 06/12/2023

  
  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:05/23/2023

  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.

  My spouse had surgery on 3/28/2023 and we were required to pay $1,443 prior to receiving services. I told them that we are close to reaching our deductible and we will not owe that much and asked if we could just pay the co-insurance, as this would ensure no overpayment. They refused and said it was Banner's policy to collect all money upfront (****** was very rude). We paid the $1,443. Our claim processed with our insurance and sure enough after processing, the *** indicates $250.54. It has been almost 2 months and Banner has yet to reimburse ** $1,192.46 for the overpayment (they also received $1,002.16 from our insurance company). I have been unsuccessful in reaching the billing department. We need our reimbursement. Banner is quick to collect monies upfront before services are rendered but feel like they can take months to reimburse people when money is owed.

  Business Response

  Date: 05/24/2023

  Banner has not received the insurances payment and EOB yet. We will continue to track the account and refund any applicable credit once the insurance payment has posted. 

• Initial Complaint

  Date:05/22/2023

  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.

  Service date : May 27, 2022 Account Number: ******************************* was to get a prior authorization/certification from my insurance before they rendered the servic. It is a standard for the hospital to this because they are the once who receives the referral and request from the doctor and not the patient. Even in their recording and email it states that they will only schedule patients once the authorization has been given by the insurance. They have schduled me for the service which only mean that authorization had been given by the insurance. After 1 year I have received a bill from the hospital stating that i owe $1972.00 for the service. I called Banner hospital today and was informed that they did not get proper authorization with the insurance and they have wrote off the amount that was suppose to be covered by the insurance if there was an authorization. I called my insurance and was advised based of the coding those charges were not covered. Called back banner and told them that why would i pay for something that due to their would i pay for that bill. If there was authorization on that day of service we should have learned or them what was covered and not by insurance and will not end up with this bill. We could have fix this with insurance before we have had the services. I am not suppose to owe this bill due to their negligence. Spoke to annicia from banner billing and was advised that the amount was due regardless. Why would i pay for something which could have been prevented if the proper procedure was followed.

  Business Response

  Date: 05/30/2023

  Banner has placed the patients account on hold while our insurance billing department continues to appeal the insurances decision. 

  Customer Answer

  Date: 05/30/2023

  this is not the resolution that i wanted. They have done this many times. They need to zero out the balance. I am not suppose to be liable for the bill. If i am it should only be my ** pay. They have been sending in**rrect **des to my insurance  just to charge me. 

  Business Response

  Date: 05/31/2023

  Banner contacted ***** 05/30/23 and spoke with *** who said that the claim was denied incorrectly. He sent an escalated claim back for reprocessing. 

  Customer Answer

  Date: 06/01/2023

  hello,

  i will only accept the response once they complete the process and confirmed everything is covered. The issue is still not being resolved. 

• Initial Complaint

  Date:05/21/2023

  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 came for a routine chest x-ray for history of Tb. I was told by whom I thought was the provider but to my recent knowledge I found out it was the **ray technician ***** (not 100% sure if this is his name) that I needed to have a TB skin test to prove I have TB in order to get a chest x-ray. Not only was this incorrect, this is illegal medical information to relay from a non-provider. I wasnt even seen by the provider and was told illegal medical advice to get a skin test EVEN THOUGH I had history of TB and Ive had chest x-rays performed every year for the past 12 years without any issues.A skin test was performed (incorrectly might I say) and I was sent to a different location to have a chest **ray performed because now their x ray tech wasnt in office. The provider at the other location explained it is protocol to have a chest x-ray with history of TB and she is unsure why they made me get a skin test.So 1. Illegal medical advice was rendered by a non provider 2. The x Ray tech was not wearing a name tag and didnt disclose he was an x-ray tech giving me this medical advice 3. My insurance was charged for a procedure I didnt need 4. I didnt even see a medical provider during my encounter 5. I was charged out of pocket fees 6. I had to get an unnecessary skin test 7. The skin test was performed incorrectly and a vessel was ruptured 8. I was sent to a different location to have x rays performed 9. I lost hours of my time for no valid reasons.I am filing a complaint for the horrific experience with this location.

  Business Response

  Date: 05/22/2023

  Thank you so much for your feedback.  Our goal is to provide an exceptional patient experience, and I am disappointed to hear that your experience was not a positive one.  If you would like to discuss your concerns further please contact Banner Health Patient Relations.

  Customer Answer

  Date: 05/22/2023

  I already contacted patient relations and Im still awaiting a resolution.

  Business Response

  Date: 05/31/2023

  Banner *********** is not billing the patient for services on 5/19/23.  The patient is only responsible for charges on 5/21/23. Per BCBS the patient was responsible for $40 on 5/21/23 charges. The patient paid  $50 on 5/19/23  and  $40 of that has been applied to open balance on 5/21/23.  The $10.00 has been refunded to the patients credit card on 5/31/23.

  Customer Answer

  Date: 06/01/2023

  my original complaint was never resolved. What action are you taking with the radiology technician that was giving medical advice illegally and told me to get a TB skin test? I was never even seen by a provider.  
  Also, I did not have balance for 5/21 and was not charged a visit for that day so the $50 should have been fully refunded, not just $10. I was charged $50 on 5/19 for the terrible service I received and I have a receipt to show it.

• Initial Complaint

  Date:05/18/2023

  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.

  My mother was experiencing sudden onset confusion and cognitive changes. I live out of state and had her neighbor take her to the nearest ********* care center that her Banner Health HMO recommended. I asked for ** to rule out stroke, and testing to rule out UTI and delirium, and bloodwork for other etiologies. They got her history from me, ruled out UTI, and transferred her to Del E **** for the remainder of the testing and said they would be reaching out to me. They did not. Del E **** did the ** scan and found an acute bleed, however they did not consult neurology for an exam and the ** physician missed her baseline early dementia with expressive aphasia diagnosis in his exam. Radiology also missed the atrophy associated with this. I asked about getting a copy of the medical records so I could view the ** scan. I was sent to 4 different people before the 5th person said it was a HIPAA violation to release them, however they inexplicably also would not go to my mother to ask her to sign a consent for release of the records. They stated I also could not speak to her for permission or to check on her as the phones were out of service in that wing and it was an IT issue. They stated to my sister that she should not speak to our mother because it would raise her blood pressure. I have never encountered such a thing on any stroke, rehab, neurology, neurosurgery, or ** services Ive worked on. My mother agreed to go to the hospital only because I am a neuropsychologist and she trusted me to care for her. I made a mistake in sending her to Banner. Im sorry she is going through this alone right now, she was so scared going in, she must be wondering why we are not in contact with her.

  Business Response

  Date: 05/19/2023

  Thank you so much for your feedback.  Our goal is to provide an exceptional patient experience, and I am disappointed to hear that your mother's experience was not a positive one.  If you would like to discuss your concerns further please contact Banner Health Patient Relations.

• Initial Complaint

  Date:05/17/2023

  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.

  I have been dealing with billing issues since the beginning of 2023. First is for a sleep study done on 12/28/2022, but billed as 1/10/2023. I have included a visit summary that shows admitted 12/28/2022 and the diagnosis date as the 1/10/2023. Myself as well as the insurance company were told it would be fixed to proper date of service, but they haven't done it yet as of 05/17/2023. Second is a bill of $15.06 for 10/27/2022 for the provider ***************, but I have included an EOB that shows I owe $0 that it was fully covered by insurance. I was also told this would be fixed but the are still billing me for it. The third bill is for 04/05/2023 for the provider ************************* and they are billing me for $156.00 and my EOB says that I owe $25.00. Banner Health is a preferred provider on all these charges but are not adjusting the 10/27/2022 and the 4/05/2023 to what the insurance company says I owe.

  Business Response

  Date: 05/22/2023

  The physicians account for 01/10/2023 was sent for a coding review. Per coding, the date billed was not the date that the study was done (12/28/2022) rather the date that the study was read by the physician. The $218.92 balance due is the amount that the patients insurance applied to her deductible rather than paying Banner. Should she disagree with her insurances determination of her patient responsibility, she can appeal their decision with them. The patient has a $10 credit on her account for 04/05/2023 which will be moved to this account bringing the balance down to $208.92 for this date-of-service.
  
  The patients 10/27/22 account was reviewed by our insurance billing department. The contract adjustment has been updated. The patients balance is now $0 for this date-of-service.
  
  The account for the patients 04/05/2023 date-of-service has been reviewed by our insurance billing department. Banner confirmed that the patient responsibility is $25.00. She paid $35.00. Her $10.00 overpayment will be transferred to her balance for her 01/10/2023 date-of-service.
  
  

  Customer Answer

  Date: 05/23/2023

  
  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:05/11/2023

  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.

  I had surgery on 04/18/2023. Banner Gateway Medical Center required me to pay up front for the procedure despite it being a medically necessary procedure. I didnt have a deductible so I was responsible for paying up to my remaining $4375 max out of pocket. I paid $4171 the morning of the procedure. The hospital has failed to send my insurance the billing information. I requested a copy of the itemized bill and the UB04. I received a copy of the breakdown of charges. I do not understand why it has not been sent to the insurance carrier yet. The surgeon, anesthesiologist, and the pathologist have all sent their bills to the insurance and have been paid. These services have chipped away at the remaining $4375. Now I have less that I owe the hospital since other services have gone toward my max out of pocket. I was re-admitted last week to the hospital and was asked to pay towards my max out of pocket. I shouldnt be paying for any services at this point! When the hospital finally does submit to the insurance, I will have overpaid them by several hundred dollars. I dont have extra money lying around. I want the information to be sent to the insurance for processing without further delay and I want my excess funds refunded without further delay. It has almost been a month. It doesnt take this long to send the info to my insurance if everyone else has already done so. Banner is notorious for demanding payment and then dragging their feet with sending info to your insurance. As of 5/11/2023, nothing has been sent to my insurance from the hospital. I am paying out of pocket when I shouldnt be and now the hospital owes me a refund since I overpaid.

  Business Response

  Date: 05/11/2023

  The patient was discharged on 04/19/2023. Banner submitted a claim to her insurance on 04/28/2023. Once they respond to our claim if there is a remaining credit the patient can be refunded any overpayment.