Complaints

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

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• 

  Banner Health

  525 W Brown Rd Mesa, AZ 85201

• 

  Banner Health

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

• 

  Banner Health

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

• 

  Banner Health

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

• 

  Banner Health

  5555 W Thunderbird Rd. Glendale, AZ 85306

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

• Initial Complaint

  Date: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.

  Hi, A bill I paid was incorrectly applied to the wrong service date. I called again to get this corrected and was told it would be taken care of. I have now received a notice from collection agency stating the bill was unpaid. I never received a voicemail and did not receive the four required notices. In addition to that the bill should have already been paid and applied to this specific service date. Incorrectly handling a payment has led to a reduction in my credit score from a bill going to collections. I would like this to be removed from collections and I correct payment directly with Banner. On my last call directly to Banner I was passed around to multiple people. The last woman told me that she would put me on hold for a supervisor. After *********************************************** back to the main menu where I would have to start the hour long process over again. I am requesting that someone contact me to get this resolved. Preferably email, 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.

• Initial Complaint

  Date:09/27/2022

  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.

  I received a bill from banner physical therapy that is almost 2 years old. I have called the billing phone number 5 times and have left 3 messages requesting a call back. Because of the vague nature of the bill and age of the bill I need some answers to why I am being billed instead of my insurance company. I have not received a response from banner physical therapy billing department and have been very frustrated. The bill clearly states that if you have a question call ************** but there never is an answer at that number only a recording. Banner Health has extremely poor customer service when a patient can not contact them.

  Business Response

  Date: 09/29/2022

  I apologize that they referred the patient to Banner but we are not affiliated with Rebound Physical Therapy and the dispute would need to be directed to them

• Initial Complaint

  Date:09/23/2022

  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 9/4/2022 my father had a CT scan at Banner Baywood as he was experiencing health issues. A bochdalek hernia was diagnosed on the report and listed as stable. He was sent to a rehabilitation facility with a urinary catheter, unresolved UTI/kidney infection and dysphagia as the primary symptoms. Today, 9/23/2022 he is back in the emergency room with failing health and diagnosed with a diaphragmatic hernia with ***** matter and is being prepared for emergency surgery. There is no literature I can find online that states this type of hernia is anything other than an urgent situation. This mis-diagnosis may cost him his life and is unacceptable, especially in a man with chronic health issue at an age over 80.

  Business Response

  Date: 09/23/2022

  We are so sorry to hear about your experience.  If you wish for us to look into your concerns, please contact Banner Health Patient Relations.

   

  Thank you.

• Initial Complaint

  Date:09/16/2022

  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 was billed for an in office appointment in the amount of $135 on April the 15th. I received a bill for $88 after my cash discount. I called immediately to resolve this issue. I was continuously told I was in the office and owed the money. I explained I did not go to their ************** and see the provider they claimed I have seen. I followed up with 8 calls ranging from 1/2 hour to 1 hour long. Each time being reassurared they were looking into it and stated twice I would not go to collections. I sent in a partial payment in the meantime however the check never posted. I called again and finally someone told me at banner that it was a tela visit with a clinical pharmacist. I was told previously I would not be billed because they didnt even have a code or a tax Id for this *************************. Anyway, I was informed my account went to collections. I waited on hold today for 45 min and when someone picked up and I explained again I was hung up on. I have no idea which collection agency has it and I cant reach anyone at banner now. I have no idea what to do. I have never been late on any bill and I dont know who to go to now to correct this issue. Thank you

  Business Response

  Date: 09/23/2022

  The medical chart has been reviewed. The call with the clinical pharmacist is a billable service. This is a valid balance. The patient received a 30% reduction under Self Pay Discount.
  Banners billing process at the time was to send four statements before sending an account to collections. Bills were sent 05/02/22,06/17/2022, 07/23/22, and 08/18/22. The final statement sent to the patient states: Payment in full is expected to prevent outside collections activity.Please pay Amount Due Now.
  The account was placed with the agency H&R -on 09/14/22. Banner does not report these accounts to the credit bureau. The patient can reach the agency at ************ to set up suitable payment arrangements.

• Initial Complaint

  Date:09/15/2022

  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.

  ********************* seen 8/12/22-8/16/22 at Banner Thunderbird Hospital. Several nurses berated and yelled in patient care. In the *** a nurse yelled and said, I have other patients to care for. In admitting room, a nurse accused ******** trying to stay longer in the hospital the day before discharge, she was prepped for a CT scan, and forced to get up on the ******. ***** had secer vertigo and nausea, and in the process of the nurse forcing ***** up, she almost knocked her head in the wall. Banner Thunderbird did not even find what Tammys primary care physician found about her that she in fact had water in her ear and ***** has lost her hearing in right ear. It was not a good experience. ***** works in ***** care and protection. Submitted for *****, ******************************* Trust AZ DPS ACJIS Level B TOCT ID ****. Tammys contact ************ ***********************

  Business Response

  Date: 09/16/2022

  Thank you for bringing this to our attention.  We would be happy to discuss your experience with you and look into any concerns you share.  If you wish to further discuss, please contact Banner Health Patient Relations.

• Initial Complaint

  Date:09/13/2022

  Type:Product 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 4/6/22 my wife had back surgery at Advanced Spine and Pain (a banner surgery center). We were required to pay $6,000 prior to the service to meet our maximum out of pocket/deductible. Banner billing was delayed and only $2,400 of their service was applied to our deductible. I have been contacting them many many times and they continued to refuse to return the overpayment. They clearly dont care. I need help to get my money back as other claims have hit the deductible and I need that money to pay those bills.

  Business Response

  Date: 09/15/2022

  Please provide the patient's name, DOB and copy of bill - so that we can research your request. Thank you. 

• Initial Complaint

  Date:09/12/2022

  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.

  On September 9th I called Banner to inquire about the price of an upcoming laparoscopic surgery, scheduled for September 29th. I spoke to an agent who was helpful in finding my cost for the service, given my insurance information. I then requested an itemized bill, because I have had extreme issues with Banner billing in the past, and she said that isn't possible until after the surgery. However, she was able to tell me that part would be for the room, part for the aftercare, etc. It is clear that Banner knows each item I will be charged for during the surgery and as the consumer and patient, I would like to know as well. Furthermore, on the estimate I was given, there is a clause that says there may be additional charges for physicians, including an anesthesiologist, which I will need, and I have no information on what that would cost. I fully understand that things can come up during surgery that would alter the itemized cost, but there are set services that will be provided and I would like to know the full estimated cost for each and every anticipated service. I was told that the agent's supervisor would call me later that day, but I never heard back.

  Business Response

  Date: 09/16/2022

  The patient was contacted by management and given a breakdown of the estimated charges. 

  Customer Answer

  Date: 09/17/2022

  I received a list of services with costs, but the costs do not add up to the total cost. I would like the math to add up correctly, just like it does at, for example, a restaurant. 

  Business Response

  Date: 09/19/2022

  Healthcare and restaurants dont work the same way.
  There is no way to give exact itemization for services that havent happened yet.  This is not a circumstance that is unique to Banner facilities. The patient could expect this at any number of non-Banner facilities.
  We cant predict events that the staff will encounter during treatment or unexpected complications that *** influence the level-of-care or  medicines, and equipment used. 
  While the front-office staff can give an estimate of the cost, every procedure comes with a unique set of circumstances which unfortunately cannot be forecasted and itemized.

  Customer Answer

  Date: 09/24/2022

  I am completely aware that services may change during the procedure and have, from the beginning, been transparent about that. If there is not a correct itemized list (not the incorrect one I was given), then where does the estimate come from? You are correct that some other medical facilities engage in the same purposefully opaque billing practices to disadvantage the consumer. And others dont, including other facilities in the Banner network. Your main issue is that you say you cant give an itemized list, but you clearly have information youre not sharing or you couldnt give an overall estimate. Please correct the itemized list I was given so that it adds to the cost Ive been told I need to pay. This shouldnt be a complicated task. Thanks.

  Business Response

  Date: 10/06/2022

  The patient was contacted by a Senior Manager with Banner Admitting. The Estimate was explained to her and she was given a list of items that were included in the estimate.
  She was further advised that based upon her individual circumstances these amounts could change as it is only an estimate.
  The Senior Manager also provided her contact information to the patient should she have further questions.

• Initial Complaint

  Date:09/12/2022

  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 2/23/22 I was requested by my PCP to seek medical care at an ER. I waited over 7 hours before being seen by a lame demonstration of a nurse practicioner who laughed at me and accused me of taking up time at an ER for something he "felt" didn't need attention. He argued with me and was NEVER you be seen for nearly 2 hours. I was told someone was coming to do a scan and I waited another 2 hours with no interaction with a SINGLE person. I hadn't eaten all day, my family needed attending to and I could not wait for care that was not going to happen. When I asked the nurse what was going on, she continued to eat her bag of chips and told me just to wait. I finally walked out and she giggled as I walked out. I am NOT going to pay for a service that was NEVER provided. I called 3 times and sent a message via their message portal IMMEDIATELY after leaving (with no response). I have tried to dispute only to get a ridiculous letter from the *** stating I still owe. I have made multiple attempts to continue my dispute via phone calls (on hold for hours at a time), message portal and physical mail. They do not respond to my dispute, but they continue to send me bills (although I've requested they cease and desist). I WILL NOT pay for something I never received and I will do EVERYTHING in my power to dispute this and continue to tell EVERYONE about this horrible experience with Banner! I will fight in court if needed! Healthcare is ridiculous and BANNER should be ashamed! Spend the time actually helping people instead of tormenting lives to collect on something you never delivered!!!!!!!!!!

  Business Response

  Date: 09/12/2022

  Thank you for bringing this to our attention. We actually spoke with the patient in July, investigated the concerns shared, and provided him with our findings. This case was closed as a result of sharing our findings to the patient on July 28, 2022.

• Initial Complaint

  Date:09/09/2022

  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.

  For four months, I have received bills for the incorrect amount because of communication errors between various departments. When I attended an appointment with an orthopedic doctor, I was asked to make a $25 payment co-pay while at the office. Then when I received the bill for the balance, my previous payment was not included in the bill balance. After two months of being assured, I would receive a bill for the correct amount (I was told there was a glitch in the system) I paid the entire amount of the bill minus the $25 I had already paid ($372.61 - $25.00= $347.61) on the online portal. The balance on the portal then showed I owed $25. I was assured by ***********************************, the supervisor of billing that my balance was zero and that the $25 would no longer show up on the portal within a few days.A few days I logged in, and although the $25 payment was applied to my balance, the $347.61 payment I had made prior was now recharged! So now the balance showing was $347.61! At this point, I spoke with *************************** who sent me an itemized statement showing everything was paid in full. But my balance in the online portal continued to incorrectly show that I owed $347.61 and that I was overdue on payments. Finally, today after filing yet another complaint, the balance on the account in the portal was reduced to zero.It is important for Banner Health to understand that when patients are billed for amounts already paid, patients risk being sent to collections. And the mere fact that a patient's balance is actually zero will not prevent the account from being sent to collections as long there is a glitch in the system that continues to bill them for amounts already paid. This is completely unacceptable. I would also add that *************************** and *********************************** did a terrible job by not contacting the department that was responsible for the error. Telling me my balance is zero while I'm still receiving incorrect bills does not solve the problem.

  Business Response

  Date: 09/12/2022

  Patient's balance has been updated to $0. His complaint was escalated up to the department Director. She called his number and left her number on his voicemail for callback. 

  Customer Answer

  Date: 09/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and spoke with the business over the phone this afternoon. I am satisfied with the response and consider the complaint resolved. 
  
  *********************************
  
   
  

• Initial Complaint

  Date:08/30/2022

  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.

  My Dad was admitted af Banner ocotillo, he had ver poor care. His toileting needs were ignored several times, he was left to sit in urine for over 24 hours. The communication was poor. The nurses have left a call button unanswered for over an hour. Family has had to clean him, change sheets etc. his basic needs should be able to have been met. Its disturbing and disgusting

  Business Response

  Date: 08/31/2022

  Thank you so much for your feedback.  Our goal is to provide an exceptional patient experience,and I am disappointed to hear that your familys experience was not a positive one.  If you would like to discuss your concerns further please contact Banner Health Patient Relations.