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:02/28/2023

  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 September 29, 2022, I was transferred to Banner Hospital from ********** Hospital to be treated for a Saddle Pulmonary Embolism. I have received a bill from Banner Hospital, (********) which is not in my network, but was told that I would be billed as if they were in Network. Therefore, there is a balance adjustment on my bill. The remaining balance of $3,185.00 is not something we can pay as we are retired and have marketplace insurance. We explained all of this to every doctor in the *** The billing statement offers financial assistance if you are at or below 400% of the **** which we are. We applied for this financial assistance and provided all documents requested. We were denied financial assistance. In fact, when I called and spoke to someone its afternoon, she told me that we earned $83,000 per year according to the people that reviewed our info. I tried to explain that was inaccurate, but was told that I needed to reapply!I have been getting the run around for months!I have attached documents.

  Business Response

  Date: 03/01/2023

  Banners Financial Assistance Team reviewed the patients request. They determined that the patient qualifies for 75% Financial Assistance. The Financial Assistance adjustment will be applied, and the patient will be sent a new bill with an amended balance.
  

  Customer Answer

  Date: 03/02/2023

  That is great that they are finally responding and offering a 75% discount.  Since I have had issues with this business, I would prefer to wait and see if I get an adjusted bill. Thank you so much!

  Business Response

  Date: 03/03/2023

  A new statement will reflect the adjustment once it completes in our system.

  Customer Answer

  Date: 03/08/2023

  Once we get the revised statement, we will resolve the complaint. Thank you for your assistance.  

• Initial Complaint

  Date:02/27/2023

  Type:Sales and Advertising 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 had a schedule procedure on 2/23 for endometriosis removal of the colon and fibroid removal. I went to go and register and the agent refused to push me through as I was told I owed an amount and was told not to bring any of my credit cards. I had ask the rep of my family member could go home and pick up my credit card and they stated no. We also offered to pay a deposit while she went to pick up my payment info and the rep stated no. The rep told me I owed the hospital $9,000.00. Which my deductible of $***** has been met and my out of pocket is $6,450 as a little over ***** had been applied to my oop. The rep then ran my social security as I was thinking she was completing my registration as stated. I was over charged and I kept telling her the amount was not correct. She had cut me off and asked if she could speak. So now I have been triple charged per my insurance company I should not pay anything as I have pending claims ad well applying towards my out of pocket. Now I have a credit card on my credit which I did not agree to as well.

  Business Response

  Date: 03/01/2023

  Banner has initiated the refund for $6,000 to the ***** line-of-credit. ***** has been advised to close the account once the refund posts and to inform the credit bureau of this change. Once the coding has been completed for the patients medical services, her insurance will be billed. If there is a remaining patient-responsibility after the insurance claim is completed, Banner will bill the patient. A Banner representative called the patient to advise her of the steps taken. A message was left on her voicemail.
  

  Customer Answer

  Date: 03/01/2023

  I will accept the credit but how will this fix my credit score?

   

  also, I have not received a call or voicemail.

  Business Response

  Date: 03/02/2023

  Once ***** has updated the refund, they will close the account completely removing it from the credit reporting agencies as an open line of credit.

  Customer Answer

  Date: 03/08/2023

  
  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:02/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/20/23 I filled out an online form to make an appt. with my healthcare provider. The appt. was scheduled for 3/2/23 @ 3pm. I received a confirmation email on 1/20/23 @ 4:57pm confirming the appointment. On 2/22/23 I submited a prescription refill request through the business I use. This request required the doctor's ********* The doctor approved the request, but I received a phone call from *****, from Banner Health, on 2/23 @ **** stating the doctor wants to see me for a wellness check. I explained to ************ already had an appt scheduled with the doctor, that was done online. ***** informed me there was no record of any appointment scheduled. I offered to send her the email confirming the appointment, but she said it didn't matter since it wasn't in there system. I tried to get ***** to honor the appointment time since the error didn't happen on my end. She said nothing could be done and we scheduled an appt. for another time. I explained to ***** this was very frustrating as I had already altered my work schedule to accommodate the appt. on 3/2/23. ***** just kept talking in circles stating nothing could be done since the appt. wasn't scheduled in her system. I feel the appt. time should have been honored since I had electronic confirmation of the appt. I also had that appt. scheduled 6 weeks in advance.

  Business Response

  Date: 02/27/2023

  Thank you for sharing your experience with us.  We recommend you reach out to the supervisor over scheduling to discuss the events that took place with your appointment.  They can be reached at ************.

   

  thank you

• Initial Complaint

  Date:02/23/2023

  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 Mother ********************* was scheduled for outpatient surgery on 2-8-2023. The registration desk was very short handed and we were afraid she would miss her appointment. The clerk said we owed her copay of $225 and $1000 deductible. I told her she does not have a medical deductible. She said it had it had to be paid in order to have the surgery. We were already so late I paid the $1000 dollars. We finally got to surgical waiting room where we were left waiting for over 3 hours because the staff forgot to let them know we were there. Her surgery was scheduled for 12 pm and was not taken back til after 4 pm. She was there until after 6:30 pm. I have emailed and called but cannot talk directly to anyone in billing at Banner Desert Medical Center. We travelled over **** miles to get the surgery including gas, hotels etc. Paying the $1000 has been a huge burden on finances and we need the money back immediately. Please help.

  Business Response

  Date: 02/27/2023

  Banner is processing the patients refund. She should see it within ***** business days.

• Initial Complaint

  Date:01/31/2023

  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.

  Banner reliably bills up to and sometimes more than a year after services. It is irresponsible and frustrating given that I am fighting cancer, working and paying my bills.They recently sent a bill to collections for more than one year ago (services were rendered on 1/10/22) that I have never received. I was well above my out of pocket *** and would have no reason to believe there was a bill I hadn't received. I still go to the cancer center at least once a month. No one said a word.I want this fixed! I have worked hard to maintain my credit and come up with thousands and thousands of dollars of year to pay for care.I wamt them escind sending it to a collection agency and send me an actual bill. And I want them to bill in a reasonably timely manner.

  Business Response

  Date: 01/31/2023

  After review of the patients Banner account, we found the following:
  Services provided between 01/10/22 02/09/22 were initially billed to insurance 02/15/2022.
  The final insurance payments and adjustments posted 05/13/22.
  Per EOB, the patients coinsurance/copay is:  $2,053.00
  Patient paid:   $2,545.00
  Patients overpayment:   -$492.00
  The patient had an outstanding balance of $484.85 on a related Banner account.
  A system overlap caused both a transfer of $484.85 to the related account and a refund of the $492.00 credit back to the patients credit card - in the same 24-hour period.
  This resulted in a balance on the referenced account of $484.85 while the related account was paid in full by the transferred $484.85.
  Four bills were sent to the patients address - referenced in her BBB complaint on 09/14/22, 10/19/22, 11/18/22, 12/18/22.
  When the balance on the account was left unpaid, the account was sent to collections on 01/23/2023.
  While the balance is valid, Banner does acknowledge that the issue originated in that system overlap.
  We will remove the account from the collection agency and add that account balance to the patients February bill.
  Banner does not report to the credit bureau. This has not affected the patients credit.

  Customer Answer

  Date: 01/31/2023

  
  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:01/14/2023

  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.

  Recently I was diagnosed with colorectal cancer and was referred to a surgeon. My GI doctor was absolutely amazing, but my complaint is with the surgeon working at Banner.Upon meeting with him, he seemed not to have really reviewed my file and immediately started going on about chemotherapy and radiation. I explained to him that I felt because of the obstruction and discomfort I was in I preferred surgery first and other therapy later. He then agreed walked me out front to meet with his assistant who would put in an order for a ct scan, get approval from my insurance and set a surgery date. This was early Wednesday morning. By Friday I hadnt heard anything so I decided to call. I found out nothing had been done and the surgeon decided he would not do the surgery unless I first had chemotherapy and radiation. Wow, I cant tell you how upset I was to think a medical professional could treat a patient who already is in deep distress over finding out about her cancer. I am in constant discomfort with bloating, cramping and lack of eliminating. And to be treated so cruelly is beyond my comprehension. My GI doctor again was absolutely wonderful. He sent the information to the surgeon before I left the hospital after having my colonoscopy because he knew the blockage and removal was important. So far it looks like its in its early stages and contained so early removal could make a possible outcome of getting it all. But this surgeon has his own agenda with no regard for me and my life. I think he probably should retire or find something more suitable. My goal here is for Banner Health to realize the treatment I received.

  Business Response

  Date: 01/16/2023

  We are sorry to hear about this experience you had.  If you would like to discuss further, please contact Banner Health Patient Relations. 

   

  Thank you

  Tell us why here...

  Customer Answer

  Date: 01/16/2023

  
  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:01/09/2023

  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 6-22-2022 I paid $1352.00 to banner, once my issuance processed the claim Patient Responsibility was $75.49 I should have received a refund of $1276.51 Banner then took a payment of $139.70 out of this amount for a bill on 8-4-2022 Leaving a refund due amount of $1136.81 I have repeatedly called and so has my insurance company Banner admits I am due a refund of $1136.81, we're told they are going to expedite the refund.Every time myself or insurance company has called Banner acts like they have never been contacted about this refund due

  Business Response

  Date: 01/13/2023

  The refund check is being processed today. The patient should receive it within **** business days.

  Customer Answer

  Date: 01/13/2023

  
  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:01/06/2023

  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.

  7 `22-2002 I was scheduled to have an MRI at the ******** location did not show up I wasn't ready for the procedure they continue to insist that I was there I asked him for video covers with no response I have documentation to prove that it was better Sunrise the same time getting blood work test taken no way I could be in two places at once

  Business Response

  Date: 01/10/2023

  After review, Banner can confirm that there are no charges listed on the hospital account. There are no open balances on any of the patients accounts.

• Initial Complaint

  Date:12/28/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the emergency room today with my mother and she and I have both been very sick for a very long time with symptoms of cough spitting up green mucus fever achs hard time breathing and general u wellness. Mind you I had also been diagnosed in the same e.r. by another Dr. 3 weeks prior to this with pneumonia and influenza a and given antibiotics at that time and instructed to come back if I didn't get better. I'm not better I'm worse. We were there for 4 hours and then double bedded because they had to " room someone else in the room we were in" and had no more room. There were 4 patients total in our room. Then *************** came in to speak to one of the patients literally right next to my mother and I and informed her she had a positive COVID test!!! Didn't move her or use any COVID procotions to protect anyone else in the room at all. An HR and a half after this he came to speak to us and told us there was nothing wrong with us even though both of us have obvious symptoms of pneumonia and my prior diagnosis to such told my mom she had asthma and gave her Prednisone but no antibiotics which obviously were and are needed and told me I don't have any illness that he can treat at all sending me home after having been now exposed to COVID and empty-handed needing antibiotics for the pneumonia he said I now magically don't have any don't need to be treated for. This is not the first time I've this *************** has been totally negligent in his care practices and at this point I feel it needs to be taken into account that he doesn't do his job and leaves us all without the care we need. And the condescending attitude should be addressed as well. Thank you. I look forward to your response to my complaint.

  Business Response

  Date: 12/29/2022

  We are so sorry to hear about your experience.  If you would like us to review your care, please contact Banner Health Patient Relations to discuss your concerns.

   

  Thank you

   

• Initial Complaint

  Date:12/14/2022

  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.

  There was an error with our health insurance through BCBS-AZ that caused many (possibly all) claims for myself and another family member from 2021 to be reprocessed. All payments made to providers within that time were taken back by the insurance company. The latest round of claims that were reprocessed and repaid happened in November 2022 (first half of the month mostly). The only provider we have repeated issues with is Banner. We are now on the 3rd claim where our insurance company has walked us through proof of repayment, including EFT numbers, etc. and Banner has claimed they don't have any payment, despite the proof from the insurance company. They call and email us to tell us if we don't solve the issue with insurance, they will send the bill to collections in our name, despite knowing it's insurance's responsibility. Our insurance company says they call them frequently and often are ignored Mon-Wed. Thursdays and Fridays they are more likely to get through. No matter what payment/EFT/check numbers we give to Banner, no matter what information we give to them from the insurance company, they continue to deny that they received any of the payments. Our insurance has proof all the payments have cleared (as in, they've been withdrawn from the insurance's account).We have wasted at least 2.5 full work days of time on the phone trying to get Banner's issue solved for them. We want them to stop ignoring our insurance company and accept the payments that have already been submitted. Most of all, we want them to stop asking us to take time off of work and $ out of our paycheck to fix their problem for them.Medical care at Banner was great, but the billing headache has been horrible.

  Business Response

  Date: 12/23/2022

  The insurance payment has posted to the patients account. It is now $0

  Customer Answer

  Date: 12/23/2022

  
  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,
  
  ***********************