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:12/12/2022

  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.

  PLS SEE 4 PAGEs ATTACHED

  Business Response

  Date: 12/13/2022

  We are disappointed to hear about your experience at our hospital.  If you would like to have our team look into the concerns you shared, please contact us directly so we can collect all the information you wish us to review and respond to.

   

  thank you

  Banner Health Patient Relations

• Initial Complaint

  Date:12/06/2022

  Type:Product 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.

  My daughter had an mri done March 2022. I was required to pay $1160.00 for it Feb 2022. The cost was overestimated. The actual cost was $828. I've been trying to get a refund since July 2022. Called in July, twice in Sept, twice in Oct, in November and December. The account has been moved to the archives. It has been escalated numerous times. I've been told a supervisor will call me and have never received a call. Every time I have called I have been told they need the latest ***. My insurance company sent them the *** in Sept. I have been told since July that I am due the refund, it's being sent to the refund department and I never hear another word nor get a refund.

  Business Response

  Date: 12/12/2022

  Banner escalated the patients concern. The patients refund was initiated today. They should see it credited back to their card within 5-7 business days.

• Initial Complaint

  Date:11/12/2022

  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 had endless billing issues with banner health since the birth of my daughter. I gave birth at banner university medical center in ******* in march 2022. We both have health insurance and the hospital and doctors are in network for us. I have 2 claims I am CURRENTLY concerned about. I think my numerous other claims have been corrected, although time will tell because they keep sending me different amounts every month.I have contacted both banner health and my insurance company about these 2 claims so many times. Banner health is saying its patient responsibility. My insurance company has clarified for months now that the provider is not sending the correct documentation to them. I have asked that this has a coding review and yet here we are again, the same responses from both banner and insurance. This claim has been rejected more than 5 times now. I had asked that they freeze my account from any payments until this is corrected and they also failed to do that. I have spent countless hours on the phone to banner health and have had extremely rude, unhelpful staff many times. Today I got disconnected from 3 separate times and spent almost 2 hours total on the phone with banner , along with an advocate from my healthcare company, only to be transferred to a different department where the line ultimately got disconnected. So now I have to spend more hours I dont have trying to call on Monday. This has caused insurmountable stress on my family and I and now they have sent my bill to collections despite having paid close to $3000 which is my out of pocket *** with my health insurance. I dont know what to do and ** getting no help with any of it except a huge bill thats gone to collections right when were about to close on a loan for a new house. I need the provider to send the correct documentation like they have been told to every time the claim was rejected. I have many documents and notes that I can send if needed. I hope someone will finally listen!!!

  Business Response

  Date: 11/14/2022

  The balance is determined by the guarantors insurance.Banner bills the insurance, and any unpaid portion will subsequently be billed to the guarantor.
  The guarantor has two open balances for hospital accounts one is in collections, and one is not.
  The account in collections was billed to ********** Blue Shield. They paid on 03/21/22 leaving the guarantor with a copay. The guarantor was billed for this remaining amount on 03/25/2022 - 04/25/2022 05/25/2022 06/25/2022 07/25/2022 08/25/2022 - 09/24/2022. During this period, the guarantor was set up on a monthly payment plan and was making payments. On 10/06/2022, the guarantor called and cancelled her payment plan.Banner advised her of the possibility of her account cycling to collections without a payment plan in place. On 10/25/2022 this account went to collections. Banner does not report to the credit bureau.
  The remaining active hospital account not sent to collections was billed to ********** Blue Shield. They paid a portion of the bill and left a remaining balance on the account. Per ********** Blue ******* Explanation of Benefits, the remaining balance is ************** *******************
  The guarantor has one remaining physician account open -which was paid by ********** Blue Shield initially but they recouped their payment. When Banner called to question this, we were told by ********** Blue Shield that the claim was rejected as a non-covered charge and that there was a benefit change correction. Per Member Benefits Contract, this is not a covered service and is member responsibility.
  As acknowledged in ************** BBB complaint, Banner has made multiple attempts to advocate on ************** behalf but ultimately, we are not responsible for the determination of ********** Blue Shield.
  Should the guarantor disagree with the patient responsibility determined by her insurance she has the right to appeal their decision with them.

• Initial Complaint

  Date:11/02/2022

  Type:Order 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 August 21, ****, I ******************** went to the Emergency Room at ************************************************************************* for a stomach ailment and was admitted into an ER room at approximately 5:30PM and release at 8:30PM.At the time of services I paid my deductible of $250.00 for my Emergency Room visit. On or about September 30, 2022, I received a bill in the amount of $1,735.07. I authorized my husband **** to speak with the billing department at Banner Health regarding outlandish charges of listed charges of $3,735.00 "EMERG ROOM". ******************** immediately disputed the charges as excessive and asked what was the allowable amount for this line item under the agreed contract with BCBS of AZ. The billing specialist refused to answer the direct question only stating the charges as a whole and the amount the insurance would cover.It is unreasonable to believe the negotiated contract amount with BCBS of AZ for this service of "EMERG ROOM" would be this excessive in the amount of $3,735.00 for 3 hours services. Insurance providers contract with insurance companies and accept payments in a negotiated agreement for the services provided and simply cannot reasonably charge more than the rate paid by the insurance company. This would constitute fraud to charges for like services at a rate desired by Banner Health without taking into the consideration of what they agree to pay for such services. Therefore, any amount in excess of $15.31 is hereby disputed.

  Business Response

  Date: 11/03/2022

  Per the Explanation of Benefits provided by *************** Shield, the patients responsibility is comprised of her copay -and additionally - her deductible.
  The patient paid her copay of $250 at the time-of-service.
  The remaining $1,719.76 balance is the amount that *************** Shield paid to her deductible rather than paying it to Banner.Because *************** Shield did not pay this amount to Banner, the patient is responsible for this amount. Should she disagree with *************** ******* determination of her patient-responsibility, she may appeal their decision with them.
  The $3,735.00 ER charge referenced in the patients complaint - is the amount of the original charge - not the amount after the contract adjustment was applied. The total original charges for this date-of-service were $9,553.50. Banner reduced the total balance by $7,583.74 due to contract. The patient did receive the contracted rate. Should she need further clarification, she can review her Explanation of Benefits or reach out to *************** Shield directly.
  Should the patient need help managing the balance, Banner offers monthly payment plans. She can also apply for Banners Financial Assistance Program which if approved could significantly lower her balance.To learn more, she can call **************.

• Initial Complaint

  Date:10/19/2022

  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 seems banner double dipping on there co payment I am now in collections for a visit over a year and a half ago witch I have paid . It seems I am making extra payments this needs to be fixed and taken out of collections immediately

  Business Response

  Date: 10/19/2022

  The patient paid $35 for their date-of-service 05/06/2021. That payment was transferred to an account for date-of-service 04/22/2021 - to pay the remaining patient responsibility on the older date-of-service while the 05/06/2021 date-of-service was billed to insurance.
  Bills were subsequently sent to the patient for the 05/06/2021 date-of-service on: 06/17/2021, 07/17/2021, 08/17/2021, and 09/17/2021
  The account was originally sent to collections 10/21/21 when the outstanding balance wasnt resolved.
  Banner changed outside agencies in 2022. The agency bill that patient recently received was not the first attempt to collect this debt rather a new agency collecting on the debt left by the previous agency.
  Upon review, it was learned that the patient has a credit of $75.00 from a payment posting on 09/29/22.
  $35 of the this credit will be moved to pay off the outstanding balance for 05/06/2021 and the account will be removed from collections. The remaining $40 will be refunded to the patient.

• Initial Complaint

  Date:10/05/2022

  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.

  On this day 10/01/2022 I was at the hospital for a visit with my granddaughter. She's having pregnancy complications. I know there's only two visitors at a time. They're trying to say they have to be the mom and the bf. I'm the grandmother and my daughter stepped out so I could say goodbye to my granddaughter. They said it wasn't allowed by Arizona polices. That's not true. Please help. My granddaughter and great granddaughter are fighting for their lives. And we understand two visitors. But not the same two all day. Please please help. She's going to be there for 3 months. That's my grand baby I Have to see her.

  Business Response

  Date: 10/05/2022

  We are so sorry for your experience.  Please contact the hospital's administrative office and share with them your experience.  They will be able to assist you.

• Initial Complaint

  Date:10/04/2022

  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.

  Monday, October 3rd, 2022, I took my niece who I have permanent guardianship of to Banner Casa Grande hospital ER due to her having a temperature of 103. We arrived at 5:30 pm and was checked in at 5:55. For the first six hours they just checked her vitals and UA her. I complained to a nurse who was able to speak to I believe the ONLY doctor in the *** He ordered x-ray for my niece and that was it. We sat there until 230 Tuesday morning. I decided to inform the receptionist and nurse we were leaving and I was filing a complaint. The doctor did come out when we were leaving to explain. I don't blame the medical team! I blame Banner Health Care. Instead of going out getting more hospitals, start taking care of the ones you have! These hospitals need more staff! No excuse for sick people having to sit for 9 hours waiting for medical attention. NO EXCUSE. I don't think I will be going to another Banner Hospital again!

  Business Response

  Date: 10/04/2022

  We are so sorry to hear about your experience at our facility.  If you would like to further discuss with us, please call Banner Health Patient Relations and we will have our team review your concerns.  Thank you

• Initial Complaint

  Date:10/01/2022

  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 Ironwood medical center for an MRI with IV sedation. I was having a hard time doing this MRI so finally I asked my doctor for sedation. The care I received was superb. My problem is the billing. I received a call saying the estimate was $752. I paid $200 when we arrived. Then I get a bill for $810.43. So the total bill ended up being $1,010.43. I understand that the first amount was an estimate. However, the bill is almost $300 more than the estimate. What is the point of the estimate? How do they get it? They call the insurance with the treatment codes. So why is the final amount so different? I called and spoke to one person who transferred me to the wrong place. Then I called back and got a csr that was indifferent. She didn't care about my situation. This leaves the consumer with their hands tied. Sure I needed the procedure. Ok, if they told me it was $1,000 for first time I wouldn't have complained. But the POINT is, this is a problem across the board of all medical facilities. They get the estimate from calling the insurance with procedure codes. So why does the final amount change?I want $200 taken off my bill.

  Business Response

  Date: 10/04/2022

  The estimate was based on total charges of $3,194.00 with an estimated patient responsibility of $752.25
  Total charges on the account came to $3,177.60.
  Rather than paying Banner,insurance applied their payment to the patients deductible leaving a patient responsibility of $1,010.43
  Patient was initially billed for $810.43 ($1,010.43 less their $200 payment). There was a credit of $11.30 applied to the account for a removal of one line item bringing the balance to $799.13.
  The Patient Estimate states:
  The information provided in this patient estimate is based on current scheduling information we have and is not a guarantee of what you will be final billed .If you have insurance, your benefits will ultimately determine the amount you owe (including deductibles,co-pay, co-insurance, and out-of-pocket maximums).
  Should the patient dispute the responsibility determined by their insurance they may appeal that decision with them.

  Customer Answer

  Date: 10/05/2022

  How do the total charges come out as less than the original amount, but my amount due is so much more. Where does the "$752 come from? Where does the $1010 come from? What is the purpose of calling and telling us any amount at all? Like I said in my original complaint, I was shopping around for the best price. I had the procedure code. I called my insurance company and 2 different imaging places to verify they were giving me accurate information. How does it end up being so different?

  Business Response

  Date: 10/06/2022

  Because Banner doesnt make the final decision on patient-responsibility, the amount quoted can only be an estimated cost to patient as we dont know how the insurance will respond to our request for payment.
  The patients final balance is ultimately determined by the patients insurance.
  Should the patient need a precise amount that their insurance will cover for their services they would need to direct that request to their insurance. They are the final decision-maker.
  The patient can appeal their insurances determination of patient-responsibility should they feel an error was made.  

  Customer Answer

  Date: 10/17/2022

  I did call my insurance company. I got the procedure codes and found out how much my insurance said it was going to be. Then I called a few imaging centers to find out how much they would charge. Banner was lower so I went there. I did everything I was supposed to do in order to find out how much my procedure would cost. Medical facilities need to take responsibility for making mistakes. I still want my bill reduced by the amount I stated in my original complaint.

• Initial Complaint

  Date:09/30/2022

  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.

  On September 7, 2021, I went to the emergency room at Banner Ocotillo Medical Center, severely sick with Covid and was immediately admitted to the hospital. I spent 9 days in the hospital. October 2021, I began receiving bills from Banner Health and EOB's from my insurance company, ************. ************ was denying payment. From Dec 2021-June 2022, I made monthly payments to Banner, while I appealed ************'s denial. On July 25, 2022, Banner made the decision to change my account to a cash pay balance, closed my account and sent me to collections. I was never notified of this until I received a call from collections. I immediately called Banner and paid the cash pay balance in full; $11,587.28. From Dec 2021-July 2022, I paid Banner a total of $13,214.28. On August 5, 2022, I called Banner and asked what would happen since I paid my balance in full, if ************ then makes a payment? I was told I would be refunded since my account balance was 0. On Sept. 1, 2022, ************ made a payment a $18,027.87 to Banner and said my portion was $9,427.67. I called Banner asking about a refund, was told I would not receive any type of refund and that Banner was "taking back" their decision to change my account to a cash pay balance. Banner was satisfied with the cash pay payment, but now Banner has an additional $18k+ for my 0 balance account. I've made multiple calls to Banner asking to speak to a Supervisor and once was told Crystal would call me back.. Never received a call from Crystal, two days later, I called Banner asking to speak to Crystal and was told no one by that name works there. At this point, I simply want a refund for my overpayment of $4713.83 (what I paid Banner $13,214.28 less $9,427.67 what ************ said is my portion). Banner is refusing any refund of overpayment. I have multiple phone conversations with Banner recorded that prove I was told about receiving a refund and also told different things on each call.

  Business Response

  Date: 10/07/2022

  HOSPITAL
  The patient’s payments
  applied to her hospital bill were $12,063 ($500 + $11,563). 
  Patient’s insurance left
  patient responsibility as $9,427.67 - leaving the patient a credit of $2,635.33
  $2,435.33 was refunded to her
  on 09/13/2022
  The remaining credit of $200
  has been forwarded for refund processing.
  She should see this credit
  back to her card in 5-10 days.
  This will bring her balance
  to $0
  
  PHYSICIANS
  Patient payments to her
  related physician accounts totaled $1,151.28
  Per insurance, total patient
  responsibility was $1,085.25
  A $66.03 refund - by prepaid
  **** ** ******* **** - was issued to the patient on 09/13/2022 – bringing her
  physician balance to $0

  Customer Answer

  Date: 10/10/2022

  Per Banner's response that my insurance showed my portion owed to Banner at $9,427.67 plus $1,085.25, equalling $10,512.92 in which I paid in full. The attached letter from Banner Health states I qualified for Financial Assistance and my portion owed after insurance would be reduced by 50%, therefore, my portion owed would be $4,713.84 plus $542.63, equalling $5,256.46. Therefore, I am requesting Banner refund me $5,256.46. 

  Business Response

  Date: 10/11/2022

  A Self-Pay Adjustment was
  applied to the patient’s account prior to the insurance payment. Self-Pay
  Adjustments are for patients who do not have insurance. As a courtesy,
  Banner management allowed the Self-Pay Adjustment to stand – even though
  the patient had insurance. Patients cannot receive both Self-Pay
  adjustments and Financial Assistance adjustments. They are eligible for
  one or the other. Banner gave this patient the adjustment that ***efited
  her the most. Had we applied the 50% Financial Assistance adjustment – in
  place of the Self-Pay Adjustment – she would have owed substantially more.
  This was explained to her on 09/23/2022 when a supervisor called her. Her
  balance is $0. No further adjustments or refunds will be issued. 

  Customer Answer

  Date: 10/19/2022

  A Supervisor DID NOT call me on 9/23/22. I made several calls to Banner asking to speak to a Supervisor, each time I was told I would be placed on a call back list but I never was called. The day I spoke to a Supervisor, ***, I called Banner and demanded to speak to a Supervisor because I had never received a call back. *** DID NOT tell me what Banner said in their most recent response. *** said to me, "you should have never been given the self pay discount because that's only for people who do not have insurance". He also said, "we are taking that back and you will not receive another penny in reimbursements." I have this phone conversation with *** recorded and would be more than happy to upload the actual conversation *** and I had. 

  Banner knew since December 2020 that I had insurance. My insurance even made a couple of very small payments to Banner between December 2020-April 2021. I called Banner many times over the past year explaining that I was still dealing with my insurance, trying to get them to pay. Banner made the decision on their own to change my account to a cash pay balance and I was not notified of this until I was contacted by the collections agency that Banner sent my account to. Banner also made the decision that they would be satisfied with the cash pay balance THEY determined and I paid that amount in full. The bottom line is, Banner determined and accepted my cash pay balance, yet now they have an additional $18k+ paid by my insurance for my account that was already "paid in full" and "closed". Banner clearly is only interested in pocketing the additional $18k, which is exactly what has been done with my account. 
  

• Initial Complaint

  Date:09/27/2022

  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 paid a bill for a specific service date. The amount was applied to the incorrect service date. I called back and asked for this to be corrected and was told several times it would be taken care of. I never received notice or voicemail that **** was not paid. I recently received a letter that this bill is now in collections. This has negatively affected my credit score and I would like it removed from collections. Bills will be paid directly. The last woman I spoke to placed me on hold to speak with her supervisor. After waiting for over 10 minutes I was automatically put back to the main menu. This would force me to be put back into another hour long process. I prefer to be emailed but a call would suffice.

  Business Response

  Date: 09/28/2022

  Per patient request, we will transfer her payment and remove the account from the collection agency. Banner does not report to the credit bureau.