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

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  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:05/18/2023

  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. 

• 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.