Complaints

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

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• 

  Banner Health

  525 W Brown Rd Mesa, AZ 85201

• 

  Banner Health

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

• 

  Banner Health

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

• 

  Banner Health

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

• 

  Banner Health

  5555 W Thunderbird Rd. Glendale, AZ 85306

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

• Initial Complaint

  Date:05/08/2023

  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.

  On 2/2020 I had an outpatient procedure. I paid the amount that would be my portion based on what the hospital told me the day before the procedure at the pre-op it was $1162.19 paid on 2/6/2020. In March I received another invoice for $159.15 and paid it then. Now in 4/2023 I receive another invoice in the amount of $1134.40. I called right away and they said that I was sent to Central billing for non-payment. I have been working with them since 4/8/2023 with no resolution. They told me that the 2 payments show but were not applied to my account as well as the *** was never applied. I have now been sent to collections and they assured me that due to their error this would not happen. I am also being told that since this is an internal department that there is nothing I can do until they view the information sent to them from Central Billing. This seems absolutely absurd. We contact them weekly with no change. They said that they have sent the information over to the "bad credit team" and "contractual department". They did say that they do show we paid it but can not do anything about it till the correct teams view the information, It is beyond frustrating that they do not have a direct number to Central billing nor to the internal departments to correct their error. I did contact the collections team and they said that they can not do anything until they are contacted from Banner. I just want this resolved and removed from collections. I paid the bill before time of service so why am I now being sent to collections. They see the information but can nothing about it. This makes absolutely no sense at all. Please resolve this immediately just as I paid immediately even before the service was rendered.

  Business Response

  Date: 05/15/2023

  Banner does not report to the credit bureau. The collection agency has been notified and has closed the account.
  A refund for the patients overpayment has been mailed to them. Their balance is now zero. 
  

  Customer Answer

  Date: 05/17/2023

  
  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:05/04/2023

  Type:Customer Service 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 issue relates to home medical equipment billing and nothing to do with health care services. Let me begin my saying I have talked to four separate representatives and each has promised they would escalate my situation. NONE have gotten back to me.Because Banner did not provide adequate customer service to help me get fitted with the correct mask for my BiPap machine, I attempted to return the item. When I went into the office to drop it off, they refused to accept it unless I signed a paper stating that I was returning the machine even though my doctor had suggested I use it. TO SIGN THIS PAPER WOULD CAUSE ME TO LIE. I DID NOT RETURN THE MACHINE IN SPITE OF THE **** MY DOCTOR RECOMMENDED I USE IT, I RETURNED IT BECAUSE OF THE LACK OF ADEQUATE CUSTOMER SERVICE IN THE FITTING OF THE ***** I repeatedly asked for help with the mask fitting and was repeatedly mocked and talked to in a condescending manner as if I was being difficult. This was never the case. In fact, one of the respiratory therapist at Banner's own sleep lab agreed the mask I was provided was not the one I should be using.On top of all of this, Banner has a current BiPap prescription that was recently sent over to them which they have completely ignored. Oh, the liability here.Now Banner has billed me over $600 for the machine that I, in good faith, tried to return.

  Business Response

  Date: 05/08/2023

  Banner is reaching out to the patient to address his concerns with his equipment as well as the open balance on his account. We will schedule a mask re-fit and check his machine. 

• Initial Complaint

  Date:05/01/2023

  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 husband went to a Banner Health Facility in ********** for a yearly Preventive Visit. This visit is covered and we are insured by United Health Care. After a couple of days, we received a bill via email . My husband called Banner and the agent said the insurance information was not in their system. the agent said he was going to submit the information again. We gave the information twice! Once over the phone to make the appointment and once he was at the doctor's ******* Two weeks later the problem was not solved and we were billed again. this time I called Banner myself and the agent made no effort to fix their mistake saying United was at fault. I called UHC and they promised they would fix the problem. So far nothing. Of course, I got another bill same amount, so I called UHC again, and the agent said there was nothing in the system that says Banner wanted to get paid. And here I am again. This is frustrating! I have insurance. Preventive is covered and I have to solved the problem? Can you help me?

  Business Response

  Date: 05/04/2023

  Banner has submitted a claim to the patients insurance

• Initial Complaint

  Date:04/24/2023

  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.

  About 3 weeks ago, a close friend and I went to this hospital. Instead of reading his chair and understanding that he has sleep apnea they intubated him and put him in *** for a number of days. Without his knowledge or anything his wallet and everything I saw was there day prior the nurses and everyone knew that was there as well they moved him from the *** to West 475.. as soon as he was re least from the hospital I noticed that his wallet was not returned an same for a couple of his other belongings I called the *** I called the new floor and I had called the supervisor of the hospital all of these people had told me that his wallet had been released to him while he was intubated on the 21st of that month which would have been march. I really don't understand is how this could have happened you can't release a wallet that had hundreds of dollars in it to a patient that was intubated and when I explained this to the supervisor she told me well that's all we can do and I said well maybe you should start talking to the people that I don't know you employ

  Business Response

  Date: 05/08/2023

  Thank you so much for your feedback.  Our goal is to provide an exceptional patient experience, and I am disappointed to hear that your friend's experience was not a positive one.  If you would like to discuss your concerns further please contact Nursing Leadership on the unit where your friend was as they have a process in place for lost items.

• Initial Complaint

  Date:04/22/2023

  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.

  Date of transaction: 4/22/23 2rtbwxyx Payment $22.01 This is NOT a receipt! I have an ***. I need the receipt to say what the payment is for, on what date, and for whom. This is only one example. This happens to me every time I go to the ****************, labs. There is no way to match everything up to get reimbursement for my ***. The *** has to have the person the receipt is for, the date, and the service provider. Come on! I cannot be the only one having this problem!!

  Business Response

  Date: 04/24/2023

  Banner is mailing an itemized statement to the patient.This statement will contain details of all charges, adjustments and payments. 

• Initial Complaint

  Date:04/21/2023

  Type:Customer Service 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 8, 2023 I contacted my insurance carrier, Aetna regarding a claim on my account from ******************************************************************** that was not mine. We called the hospital and spoke with the director of Admissions, ***** who informed us that a patient checked into the ** and the hospital searched name and DOB only in the insurance database and found a match to bill to insurance. That happened to be my insurance. Since making this initial contact I have spoken with both Banner and Aetna multiple times yet claims are still on my account. Multiple claims have come in since I initially made contact from various physicians as Banner provided them with my insurance information. I am requesting that this issue be resolved.

  Business Response

  Date: 04/24/2023

  Banners insurance billing units have been advised to remove ******************** insurance information from the accounts. His insurance will be refunded for any payments made.
  In addition, Banners Admitting Team has been advised to remove his insurance information to prevent any confusion moving forward. 

• Initial Complaint

  Date:04/12/2023

  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 been working to resolve a medical bill with Banner Gateway Medical Center (Banner Health) from service back on November 9th, 2022. I have called into their billing department 4 times thus far:- Jan 31st, 2023 (Spoke to Ray with Central Billing). I was told that my total remaining balance ($5,622.00) needed to be adjusted to a Cash Pay Discount for an adjusted lower rate. He informed me that he was submitting the request to the department that reviewed such adjustments and asked me to call back in a few weeks.- March 7th, 2023 (Spoke to *** again with Central Billing). I was told that the self pay discount had been applied, yet the total was the identical ($5,622.00). He stated that the adjustment had clearly not been applied and said that he would send in another request as the previous one had not done anything to help.- April 3rd, 2023 (Spoke to Ray yet again with Central Billing). I was told that the amount remained the same ($5,662.00). I asked him what was going on as I (the patient) seemed to be the one doing all the due diligence to find out what was happening with this bill. He said he was speaking to his supervisor who asked him to escalate the issue and send it in again to the adjustment department.- April 12th, 2023 (Spoke to *** with Central Billing). He reviewed the account and there was again no change to the invoice amount and no adjustment applied. I asked to speak with his supervisor, to which he said they were all in a meeting. I stated that I would be able to wait on hold until the meeting was over. He placed me on hold and came back to say that his supervisor was reviewing the account and that they would get the discount applied. I am planning to call back next week for an update.I am not sure why my account continues to not be reviewed and re-adjusted. Something else that I find very odd is the fact that I (the patient) am the only one reaching out for my current balance and working to seek a resolution

  Business Response

  Date: 04/19/2023

  The patients account has been escalated to management to have his Self-Pay Discount applied. In the meantime the account is on hold. The patient is not being billed for this date-of-service. 

• Initial Complaint

  Date:04/03/2023

  Type:Customer Service 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 receiving phone calls, texts and emails from Banner for someone named *****. I have been calling Banner for months explaining I am a patient of Banner as well, *********** location, but I keep receiving communications for *****. I have been a victim of identity theft in the past and I need to speak to someone in management to verify if my personal information has been compromised. To date no one has called me back and when I call and ask for the person I spoke to prior they tell me they don't know who that is.

  Business Response

  Date: 04/04/2024

  Banner called the patient. He said that this is an old complaint that he resolved last year. Possible system error by BBB

• Initial Complaint

  Date:04/01/2023

  Type:Order 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.

  Prior to my surgery on December 10, 2021, I contacted Banner to verify UHC would cover the entire procedure including the Facility. At that time Banner told me I was responsible only for a $100.00 co-pay which I paid on December 10, 2021. The surgery was then completed.Over one year later, February 10, 2023, I received a bill from Banner advising I was responsible for $3,912.50 that UHC would not cover due to Banner being Out of Network. This made no sense because I: 1) Had contacted Banner to see what my expenses would be, 2) Banner told me I only needed to pay my $100.00 co-pay, 3) I paid the $100.00 co-pay the day of the surgery as directed by Banner.I was never told by Banner that they were out-of-network for my insurance. I never received any type of Explanation of Benefits from Banner on or before my surgery. Once Banner told me my only responsibility was the $100.00 co-payment, I made that payment on the day of surgery. Then 15 months later I received a Surprise Billing from Banner in the amount of $3,912.50.I do not believe I am responsible for the $3,912.50 payment. Banner never told me my surgery was out-of-network. Banner never provided me any type of Explanation of Benefits prior to the surgery. Banner told me my only responsibility was the $100.00 co-pay which I paid. As you can see from above, I did everything reasonably expected of me to verify my surgery Facility would be covered in full, less the $100.00 co-payment.I believe I operated in good faith and simply followed the information and instructions provided by Banner prior to the surgery. I followed Banners directions exactly as given and made the $100.00 co-payment they requested. Had Banner told me the facility was out of network, or provided me with some type of Explanation of Benefits, I would have gone elsewhere for the procedure. If necessary, I am willing to negotiate the bill charges. Please contact me.

  Business Response

  Date: 04/04/2023

  The patients account for this date-of-service has been sent for an adjustment to $0 balance.

  Customer Answer

  Date: 04/04/2023

  
  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:03/30/2023

  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 went to Banner baywood on Power rd and I have never been so disgusted. The room they put me in was absolutely disgusting. There was blood on the walls and on the floor. No trashcan or glove boxes for the providers. I don't think it was even a room they use. There were holes in the walls and dirty bed sheets. I requested another room, only to be taken to one in the exact same condition except this time they wiped up a few spots, you could see the wipe marks. I do not know who's blood it was and the staff probably doesn't know either but I was exposed to someone else's blood and that is disgusting and I believe it is also a violation.

  Business Response

  Date: 03/31/2023

  We are so sorry to hear about your experience at Banner Baywood.  If you would like to further discuss with us, please feel free to reach out to us directly.

   

  thank you

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