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:08/26/2022

  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.

  Today on 08/26/2022, my husband fell out his 18 ******* work truck. My husband, had a bilateral hip replacement in 2017. He was sent to the *********** of company choice, *********** sent him to Banner Desert Medical Center, the PA at the urgent care said that it was the best hospital if he needed a orthopedic surgeon. My husband and I get to Banner Desert, my husband check in, we wait not very long, but I wasn't the one in pain. soon the nurse calls him up to get vitals, it took him a while to get to the front desk. I rushed ahead of him to ask what was the *** for him she said 1-2 hours. My husband finally make its to the nurse, and he ask the same question and she responded the same. My husband expressed to her how much he was in pain and what had happen to land him in the *** The Banner Desert ER Nurse responded to my husband " so is everyone in here ". I was shocked my husband was in pain and shock. My husband ask the nurse do you have any empathy , why are you being rude with unnecessary responses, my husband ask to speak with a supervisor to make a complaint against her. The nurse continue to make snug remarks would not provide the information to file a complaint . My husband took a picture of her to provide to Banner Desert Admin, on Monday. My husband and I left, he insist on speaking with a manager or supervisor, when he went back in the building to ask again for a supervisor, she called the police made a false claim that he had threaten her. After speaking with police he ask if my husband wanted to be seen my husband declined, my husband the ask the office for the information he declined and provided the phone number to the ******** When calling back to Banner ER **** to ask about provider / patient relation the charge nurse stated the information is online and disconnected the call. I took my husband to Banner Ironwood they were compassionate caring he was in back less than hour.

  Business Response

  Date: 08/29/2022

  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

• Initial Complaint

  Date:08/24/2022

  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 August 18 2022, I arrived at Banner Health Thunderbird and gave birth to my son a month premature. Since then the care and treatment my son and I have received has been far less than professional. Upon being discharged, my son was moved to the **** for further observation. He was given medicines without any knowledge to the parents before hand after telling them multiple times I would like to proceed with as little medical interference as possible as the entire 3 days I was with him he did not need any medicines. He has been eating, and all other bodily functions just fine as I am there a majority of the day and night with him. When I arrived this morning he had an NG tube placed in his nose. This was done without any contact to me or the baby's father after I had talked to the nurse this morning and told them i was on my way and she said no one has discussed that with her. When I asked they said he was frantic and dis-orientated upon feeding this morning. He has not skipped feedings and is not at a very low weight that would warrant them doing something so invasive without contact. The medical staff is moving forward with his care with very little care or respect to his parents and their wishes, I have also voiced my concerns with them and their response is "well we knew you were coming in and we figured we would tell you then" I feel as though it is completely out of line to treat a child without parental approval as well as moving forward with a care plan that has not been approved by the parents. Our concerns and questions are not being addressed.

  Business Response

  Date: 08/25/2022

  We apologize for your experience that is currently taking place in Banner Thunderbird Medical Centers NICU. Please contact Banner Thunderbird and ask for the Director of the ***** *******, so that she can assist you with your concerns. 

  Kindly,

  Patient Relations

   

• Initial Complaint

  Date:08/12/2022

  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.

  I was seen on 6/16/2022. I paid my co-pay of $60.00 at that time. The office emailed my receipt home, the confirmation #yk52gxy5. On 7/2/2022 I received an email it was time to pay the bill. I disregarded notice as I had paid. on 7/29/2022 I received another email stating I owed the money. I called the billing department ************** and was told that they credited the money in the wrong place and it will be taken care of. on 8/2/2022 I AGAIN received an email saying I owed the money. On 8/8/2022 I received a bill in the mail for the same charge I have paid already. I called customer service on 8/8/2022 and spoke with ******, she said she would put in some kind of request to fix. I requested to speak with a supervisor as this keeps happening. She told me I could not speak with a supervisor because they were taking calls like the rest of them. I asked when would they be able to call me back and she said she did not know, she does not have their schedule. I requested the address to send a letter or make a compliant to the BBB. She refused. I hung up. So I am unable to speak or write to anyone. I have paid the bill and keep getting notifications. I am not going to pay this twice.

  Business Response

  Date: 08/15/2022

  Banner has updated the patients balance to show $0. Itemized statements are being mailed to the address on file.

  Customer Answer

  Date: 08/16/2022

  Still waiting for call from a Supervisor as originally requested.  Terrible customer service.  I do not feel that Banner Health should treat patients/customers this way.

  Business Response

  Date: 08/23/2022

  A Banner supervisor has called her twice in the last 24 hours. Messages were left on her voicemail - which included a callback number. 

• Initial Complaint

  Date:08/09/2022

  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.

  Dear Better Business Bureau,Me and my wife have paid our medical bill of $758 for a MRI service provided by banner health. After paying our bill in full at the time of service, Banner has sent numerous bills of varying amounts ranging from $21.50 to $273.50. I've had numerous calls with them at this point, first with Banner stating that there have been errors and people coded the billing improperly, to having them send us itemized lists, to having hours of calls that lead to no where except being placed on hold for 1-2+ hours. Banner's unscrupulous business model and tactics makes it difficult to believe they are a "non-profit" as they are engaging in unethical billing practices. This appears to be the similar tactic used by other companies that send out unnecessary and unwarranted bills, and require hours of hoops to jump through in order to even speak with a representative, and then place people on hold for hours to make sure there is no ability to resolve any financial issues.

  Business Response

  Date: 08/11/2022

  Complainant didn't specify whether he was the patient - or his wife was. 

  Banner needs  the name of patient and date-of-service to adequately address the complainants concerns.

  Customer Answer

  Date: 08/11/2022

  I am the husband of the patient, ********************************, who received an MRI, paid the bill in full, spent much time on the phone, received numerous bills following, Banner health "recorded errors in their codes" and continued this process. Dates of conversations and services between my wife, Banner, and myself are between 06/2022 or 07/2022 and 08/2022. Last person at Banner, ***** (or *****) issued verbal confirmation that the phone calls were documented, and numerous codes were being billed incorrectly.

  Response by Banner as of 8/11/2022 within the BBB is labeled as insufficient and rejected.

  Sincerely,

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

  Business Response

  Date: 08/12/2022

  The patients balance has been adjusted to zero. She currently has no open balances due.

  Customer Answer

  Date: 08/12/2022

  This response is denied and rejected, business remains unresolved.

  Settlement conditions are as followed:

  
  1) Adjust billing to zero. Done.

  2) Submit your check to Verum Biomechanics for $225. Not done.
  
  There is an unpaid balance from Banner to Verum Biomechanics for $225 for consulting fees on billing. Send me the address to issue an invoice.

• Initial Complaint

  Date:08/08/2022

  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 June 22 I was told by my gastroenterologist to get to banner desert medical center and check myself into Er for and emergency room endoscopy. My dr told me two drs from his practice are on call and they will be able to get it done day or night. After work I went to the er at banner desert checked in a the desk, they took my blood pressure and temperature and asked why I was there. I explain to the staff at the check in desk I was sent by my gastro for and emergency endoscopy, and that my dr stated two of his fellow doctors from his practice were working at banner desert on call Day and night. Front check in desk understood and they said they would get in touch with the gastro and let them know I was here. After watching more then a 100 people go through the er I had waited almost 5 hours and was the only one in the waiting room we went up to front desk and asked what was the hold up and was told they were getting my room ready for my procedure. Ten minutes later after I stated we were fed up and ready to leave they called me back. Me and my wife went back they brought me to a room In the er and we waited another five minute before a nurse came in. The nurse had no ideal why we were there. I told her o had been instructed by my gastro to come for an emergency endoscopy. I he nurse replied that all gastros on staff left at 4pm even though I checked in a 4:15 no one told us. The nurse tried to convince me to stay over night maybe the next day or two they would be able to get me a procedure. I dont have insurance and I wasnt gonna just stay on the hospital. We left the room after talking with the nurse for 5 minutes. We left banner desert at 9:30 pm with nothing being done by the hospital other than at check in taking my temp and blood pressure . We went home disappointed and angry after being lied too by banner staff. But the nail in the coffin was the crazy bills banner sent me for no service 900 **** from physicians and **** er ****.

  Business Response

  Date: 08/10/2022

  We are aware of this concern, and we are working with this gentleman.

• Initial Complaint

  Date:07/20/2022

  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.

  My Name is *****************************. I have been in the Banner system for many years now, they were responsible for my heart surgery, care after my stroke, my cancer care. When I relocated to ****** I stayed in the Banner system, when I relocated back to ******* I stayed in the Banner system. At this point I will no longer stay in the Banner system. My care has always been good until I moved to another city in the Banner system. THis recent relocation has presented itself as dangerous to my health and well being. Doctors are not filing much needed prescriptions for Hydroxyurea, a chemo drug I have been taking for over 20 years due to a Myeloproliferative Disorder. WIthout this medication my platelets rise and I become at extremely high risk for clotting. As a patient in heart failure this is not acceptable and rather terrifying, The drug is not controlled, the dosage has never changed and I have lived a fairly healthy life. BUt this transition from one of your hospitals to another has been nothing but a risk to my life and to my health. I attempt to have my cardioligst fill this medication until I can get into the Cancer Center the first time they gave me 14 days,my appointment is not until the July 27th and i am now 4 days without my medication, my platlets are soaring and i walk around like a ticking time bomb hoping i do not throw a clot in my heart, my legs or worse another in my brain. My previous cardiologist ******************* always filled this prescription but now a physician's assistant is telling me its inappropriate. This is conflicting from the head of your Department 3 years ago filling it to a PA denying it. In the event that I have a medical event I will hold Banner University accountable for their lack of care, lack of kindness and compassion for a simple medication. I did not ask for a full prescription but enough to get through to my appointment with the cancer center, They tell me to call my old doctor and my old doctor tells me to call them. Ap

  Business Response

  Date: 07/08/2022

  We are sorry to hear about your experience. Please reach out to the Cancer Center and request the system administrator to assist you with your concerns. 

  Business Response

  Date: 08/05/2022

  Thank you for bringing these concerns to our attention. The patient's medical team has made several attempts to reach him and have not received a reply yet. His medical team is waiting to assist once they hear back. 

• Initial Complaint

  Date:07/18/2022

  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.

  Banner Desert Surgery Center (BDSC) required me to pay the estimated charges for my surgery in advance. I emailed requesting an estimated statement of charges but never received one. I asked when I paid them on 3/31/2022 if overpayments were refunded (yes) and how long they take (done pretty quickly). They billed my insurance and my patient responsibility ended up being $0 because my deductible was met. I called to ask for the refund, I was told they filed an appeal with my insurance company because they didn't get paid enough. (They were an in-network provider and paid at the contracted rates). They said it would take ***** days. I called my insurance company around 45 days to check the status and they had no record of any appeal from the provider. My insurance company called them with me and we were told my account was undergoing a "leadership review" that day. When I called to follow-up, the Banner person said she had to talk to the ***********************, who was not reachable right then. My emails have never been acknowledged. None of my follow-up calls have been returned since. My insurance company has tried contacting them and their messages are going unreturned. In one instance that they got through, they were put on hold and the Banner person never came back. I have received no bills, statements, invoices, or explanatory letters for the delay. Their story for why they can't refund my money when I called never made sense (I can't be balance billed) and now the story keeps changing. My deductible was met by other providers. They were paid over $2700 by my insurance company. I paid them $2,648.04 in good faith, based on the information that I would receive the refund for overpayment. It has been nearly 5 months and at this point, there is no indication that they will ever return my money. Banner is being dishonest and deceptive.

  Business Response

  Date: 07/22/2022

  The request will be handled by *****, an outside billing agency for Banner Urgent Care