Complaints

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

close

Find a Location

Banner Health has 56 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/24/2023

  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.

  It is impossible to talk with someone to help you at banner health. If you call a number listed for banner health it sends you to a phone tree nightmare without any help on site with the reason you are calling. The banner health site app to renew scripts etc. is not easy to sign up. When you call the help desk I feel they are apathetic and not helpful! I was trying to get my banner Health MD applied to my scripts. I already had the rt. Physical and my meds were renewed by the MD. My Dr from another state was always contracted by my pharmacy in different state. I tried calling, messaging my banner health MD office to correct this. Two months later it still hasnt been fixed. Im perplexed why a health facility can do whatever they want and not help their paying patient population? I am a critical nurse over 35 years of experience wondering how a healthcare facility can block a patient from talking to a banner health clinic directly. I know from my experience not everyone especially the over 65 population has the ability to navigate a nonintuitive site. I feel I am being discriminated against and being denied care if I am unable to navigate the banner portal.

  Business Response

  Date: 03/31/2023

  Banners ************************ spoke with the patient on 03/24/23. Missing information was preventing patient access. The additional info required was obtained. The patient should now have access to the website.
  Patient feedback is essential in our continued improvement. The patients concerns have been forwarded to the website administrators to review to determine the course of an improved patient-experience.

  Customer Answer

  Date: 03/31/2023

  no one from Banner health talked with me regarding this issue

  Business Response

  Date: 04/04/2023

  Records indicate a conversation with the patient 03/24/2023 9:41am. As a result of this conversation, the Department that handles the patient portal has addressed the issue and the patient now has access to the portal.

  Customer Answer

  Date: 04/10/2023

  Banner Aetna never called me. I figured out the issue myself, they never helped me with the systems issue I reported. I am still unable to speak with someone for help when I call customer service. 

• Initial Complaint

  Date:03/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get them to **rrect my billing of ins since January. Since they billed it wrong the first 2 times the insurance ** didn't find me. They billed ******* not *****. I have requested at least 6 times this be billed again and they are refusing. Even though they billed it **rrectly for a different service and it was paid? They want me to pay cash for the whole bill.

  Business Response

  Date: 03/20/2023

  Patients name has been updated to go out on the claim correctly and the claim has been resubmitted.  Balances are no longer sitting in patient responsibility for claim to process with insurance. 

  Customer Answer

  Date: 03/22/2023

  they have told me that several times before and they have never submitted the bill. I would like to wait until I can see they filed the claim as of now it doesn't show my insurance ** received it.

  Business Response

  Date: 03/23/2023

  Banner has submitted the updated claim to the patients insurance. It may take anywhere between ***** days for the patient's insurance to process the claim.Once completed, the patient can expect an Explanation of Benefits from their insurance detailing their coverage and patient responsibility.  

  Customer Answer

  Date: 04/10/2023

  yet as they said they have done I thought you could have kept this open for ***** days
  because they said it would take that long to be paid. They have told me this 8 times before and downright lied no one has helped me! And now the better business bureau isn't helping either.I  am very disappointed.
  

  
  

  Business Response

  Date: 04/10/2023

  Banner checked the status of the patient's account today. Her account is still on hold while we wait for the response to the claim sent to BCBS on 03/20/2023. 

• Initial Complaint

  Date:03/17/2023

  Type:Delivery 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 service was 9/8/2022. Initial bill was mailed to the wrong address (mother's instead of father's). Mother called to fix the addresses. Mother thought the problem was solved until another bill arrived to her home.Again, a phone call was made and the customer service representative let her know she wasn't sure why she had received the bill considering the address was updated to reflect father's. This continued several more times. It is now March and a debt collector letter was mailed out to mother's address for failure to pay the bill. Mother called Banner Imaging to discuss this issue and was told once again that they were not sure why the father never received the bill and that the system was to blame. The problem has yet to be resolved and is now at a life changing level.

  Business Response

  Date: 03/20/2023

  No open accounts were found under the complainants name.
  Banner requires more information to adequately investigate these concerns.
  Please provide the name and date-of-birth of the patient or a copy of the bill - so that we can take the necessary steps to resolve the complaint. 

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need to be in touch with whoever hires or is a owner with this facility. ************************* NP may be part of the business ownership I'm unsure. This location us a off brand **** for banner. So the main point of contact for banner does not regulate this part of their name title. She gives banner a bad name just FYI. This nurse gave my son his ****tic results and told me to read up on it myself, told me that nothing can be done for my son, told me the **** came from the father, didn't suggest anything for rhis development, complete disregard for my son and his rare disorder. She was horrible in customer service. Today I went to inform her about the ****tic counseling I received from another place and what was recommended etc. She gets upset because I'm informing her to give parents the correct information when having ****tic counseling completed. She closes her computer gets upset to walk out the appointment for my son, tells me to leave there's no need for the appointment and follow with the place I spoke with. She disregarded his appointment, disregarded his ****tic disorder, didn't care that she was unprofessional in her medical term. I need to speak with whoever is over this location and if this is privately owned I will see if somewhere else can handle getting communication through.

  Business Response

  Date: 03/17/2023

  Thank you very much for your feedback.  Our goal is to provide an exceptional patient experience, and we are 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.

• Initial Complaint

  Date:03/17/2023

  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.

  Had a procedure completed at Banner in July, 2023. Prior to the procedure, I paid just under $3,200. My insurance provider (Aetna) states that I am due a credit of just under $1,600. Banner has also stated that I am due this credit. The claim number is EPY2Z9KBP.Aetna and myself has contacted Banner numerous times. 08/19/2022, 09/13/2022, 10/04/2022, 10/24/2022, 12/28/2022, 01/24/2023, 02/06/2023 and 02/07/2023.Banner has stated numerous times that this credit is due and that they have escalated the issue to have the credit paid to me. On 02/07/2023, Banner stated the reference number for this case/credit is MS4AZ58077843. Due to this being expedited, Banner states that the credit will be issued in **** days.Since this has been going on for over 5 months, I am not confident this will be paid and I am looking for assistance in receiving this credit that is due to me.

  Business Response

  Date: 03/23/2023

  The patients $1538.70 has been completed. It may take the patients credit card company 3-5 days to update the refund to their account.

• Initial Complaint

  Date:03/17/2023

  Type:Customer Service 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.

  To Whom It May ********* have been waiting for a $504.91 refund from Banner Health for over 2 months now and counting. We were originally charged (and paid) $1,713 on December 16 at Banner University Medical Center in ******, ** for a procedure for my wife, ***************** (who is the patient). We later found out from our ********** Blue Shield of Arizona explanation of benefits that the amount we owed was $1,208.09 for that transaction, and that we were overcharged. I called Banner Medical *************) to ask for a refund and on January 12 an agent named ******** told me the $504.91 overcharge would be given back to us as a statement credit...unless every charge on our account was settled. If we settled our account, the $504.91 overcharge would be given back to us as a refund on the original card that made the purchase. I immediately paid the full balance for all charges on our account ($515.79 and $51.88) over the phone with ******** and was told that our $504.91 refund was approved and being processed to go back on our card. We have yet to receive the $504.91 refund. I have called back 3 times--once on January 19, once on February 2, and once on March 9--to check on the status of our refund. All 3 times the agent confirmed that the $504.91 refund had been processed and approved--but could not tell me why it has not been refunded. On the most recent call (March 9) the agent told me she was passing it along to their escalations team. As of today, March 16, we have yet to receive the refund.$500 is a lot of money. From the original overcharge on 12/16 to today (3/16) marks 3 months. Our desired resolution is simply to get back the $504.91 refund that has been promised to us. At this point, we don't trust Banner to make good on this, which is why we are reaching out to BBB for help. Thank you,***********************

  Business Response

  Date: 03/22/2023

  Banner has completed the patients $504.91 refund. It may take the patients credit card company 3-5 days to update this credit.
  

  Customer Answer

  Date: 03/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the proposed resolution to be satisfactory. The requested refund has been issued in full, and is now posted in my account. 

  
  Thank you!
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in the hospital for 9 days now. The last three days, Banner Estrella has been unable to work with ******* Healthcare to approve me getting oxygen sent home with me. I have been stuck in limbo in my room since then. I expect Banner to provide an adequate liaison/ombudsman to help me facilitate this in my time of need. Banner has mentioned they have sent the paperwork to ******* Healthcare numerous times, but ******* Healthcare says they are not receiving it. This is obviously not working (what is the definition of doing the same thing over and over again and expecting different results?) and Banner is obviously sending the info to the wrong location. I want to see a dedicated liaison contact (i.e. call) ******* Healthcare representative to figure this out ASAP. I should NOT be in here for another day!

  Business Response

  Date: 03/16/2023

  We have shared your message to the *************** leadership and they are actively working on the referral needed and will follow up with you.  Thank you for your patience.

   

  Banner Health

• Initial Complaint

  Date:03/12/2023

  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.

  Emergency room visit on 2/4/23. I had severe hip and leg pain. I could not walk, sit, stand or lie down. Saw ****************************************** DO. He gave me pain medication and sent me home with a prescription of Tylenol, Lidocane patches and Diclofenac. All pain medication. He advised it would take 5-7 days to get better. 5 days later, I was in excruciating debilitating pain and returned to the emergency room again on 2/9/23.On 2/9/23 I saw ************************************************ I advised her that something was seriously wrong. I did not want pain medication. I needed to know what was causing this pain, and a plan on how I was going to find relief. **************** ordered a ** Scan. The ** Scan showed L4 and L5 the disc bulge is asymmetric to the right causing severe right neural foraminal stenosis. **************** prescribed Prednisone 20 mg 2 tabs for 5 days. Within ******************************************************************************************* 7 days. Due to the fact that ****************************************** DO did not perform his due diligence with my initial visit on 02/04/2023, I sat for 5 additional days in absolute excruciating and debilitating pain. Again, I could not walk, sit, stand or lay down. ****************************************** DO on 02/04/2023 should have immediately ordered a ** Scan as **************** did on 02/09/2023. I should have been given the proper medication on 02/04/2023 being the Prednisone 20 mg tablets. ****************************************** DO, in a dereliction of duty breached the duty of care and should have further explored my diagnosis on 02/04/2023. This would have eliminated having to undergo missing work for 5 days and experiencing pain for 5 ADDITIONAL days. Again, this pain was agonizing, stabbing, and unbearable. I believe I should not be billed for "2" emergency room visits. ****************************************** under estimated my medical condition and did not provide adequate medical care. I should only pay for the visit on 2/9/23 when **************** took the appropriate medical steps.

  Business Response

  Date: 03/13/2023

  Thank you for sharing your experience; we are sorry to hear we did not meet your expectation.  If you would like for Banner Health to review your concerns, please contact Banner Health Patient Relations directly.

   

  thank you

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

  Customer Answer

  Date: 03/13/2023

  
  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:03/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 18th 2023 I was a trauma transport to Banner Thunderbird. They are retrarily contacted curae which is a vendor of theirs who offers payment plans to people who are uninsured under insured or indigent which I am none I have health insurance which we provided so I don't understand why someone can't open a credit card without our signature or authorization. They have built $**** to this credit card which I have reported as fraud because I do have health insurance all these claims need to process through health insurance to legally have any type of balance owed by me which they have not done The **** needs to be repaid by banner Thunderbird 2 Curae so they can process this claim correctly through the health insurance. I am hoping this will take place so I do not have to go further with this but I will if it needs to happen I have closed this account and report it as fraud to the credit bureau's because I can dare bet that there is not my signature on any cure application anywhere.

  Business Response

  Date: 03/07/2023

  Per Banners discussion with the patient yesterday (03/06/23), the refund to ***** was initiated this morning.
  A call was also placed to the patient this morning (03/07/23) and a message was left on her voicemail detailing the steps taken.  The refund should be completed in 3-5 business days.
  

  Customer Answer

  Date: 03/07/2023

  i accept the resolution however for the record i never received a phone call. My number is **********.

  Business Response

  Date: 03/14/2023

  The refund to ***** has posted. 

• Initial Complaint

  Date:03/02/2023

  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 had a medical service completed on 9/29/22. Over the course of the next few months, Banner sent me many bills with what I owed, all in very high, differing amounts. When I contacted my insurance company, they said that Banner should not have sent any bills since the service was on a formal hold, due to the insurance needing more information. Banner continued to try to get me to pay bills that were thousands of dollars more than the amount I actually owed during a time when they were not supposed to ask for any money at all. I ended up needing to pay about $2300 and you can see the bill in the attached photo is for almost $13,000. This is a predatory practice that I have experienced from Banner over and over again. I would like an explanation from Banner about why they engage in this practice.

  Business Response

  Date: 03/06/2023

  The patients date-of-service was 09/29/2022. Banner began billing insurance 10/06/2022. The claim was initially denied by insurance
  Banner reduced the bill by $35,749.30 under a Self-Pay Adjustment bringing  the total charges of $48,667.00 down to $12,917.70 .
  A bill was sent to the patient for this amount on 10/30/2022.This was the only bill mailed to the patient for this amount.
  After that bill was sent, the patients insurance paid their portion of the balance on 11/10/2022. Banner further reduced the balance - per our contract with the patients insurance.
  Due to the insurance payment, Banner reversed the Self Pay adjustment.
  The patient was left with a $2,037.35 copay which she paid on 12/13/2022 bringing the balance to $0.
  As detailed above the patient did not receive a bill as a result of predatory practice rather from her insurance companys initial denial of our request for payment.

  Customer Answer

  Date: 03/06/2023

  Banner's response has not addressed the question and includes false information. The insurance company did not deny the claim, but instead put a formal hold on the payment as they processed it. Yet Banner sent out this bill during that hold. It is a false statement that the attached picture was the only bill sent. I also have two emails requesting payment for this procedure while there should have been no payment requested during that time period, especially for an amount that is many times what I needed to pay. I had insurance and the claim was never denied. It's a predatory practice to repeatedly ask for payment while the claim is still in process with the insurance company. I would like Banner to explain their policy that continues to ask patients for payments that are higher than what they owe, especially while the claim is still in process with the insurance company.

  Business Response

  Date: 03/07/2023

  The patient was advised of Banners billing process in the Financial Agreement she signed which states:
  
  I understand and agree that my insurance and/or the patients insurance, if any, will be billed for medical services rendered to the patient, and payment from the insurer will be sought by Banner Health before I am required to make payment (with the exception of applicable co-payments, deductibles, and co-insurance until the out-of-pocket has been met, which I must pay). I understand and agree that I am responsible for and will pay for medical services rendered to the patient in the event that our insurance does not authorize these services or does not pay for these services.
  
  Banner did seek payment from the patients insurance as stated in the Financial Agreement - but we were unsuccessful in obtaining payment from them. This resulted in a bill being mailed to the patient. 11 days later, the insurance paid.
  This was not an example of predatory billing. The patient was advised of and agreed to the terms stated in the Financial Agreement that she signed.

  Customer Answer

  Date: 03/09/2023

  Banner continues to not answer the question addressed, to bring up irrelevant information, and to lie. I noticed that you originally said that the claim was denied and now you changed your language to unsuccessful in obtaining payment. This is because you lied about the claim being denied. You were unsuccessful in obtaining payment because the insurance company was in the process of gathering more information and placed a hold on the claim. They did not deny anything as you previously claimed.

  The agreement is completely irrelevant to this issue. I paid my share and have no issue with doing so. I will ask you to answer this question for a third time and hope you are able to do so without telling more lies or changing the topic. Please explain your predatory policy of asking patients for more money than they owe.