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Business Profile

Health and Wellness

Banner Health

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

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

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Banner Health has 56 locations, listed below.

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    Customer Complaints Summary

    • 256 total complaints in the last 3 years.
    • 93 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 got heart attack and transported to Banner hospital. Bin treated and after the h0spital find it out that I have no insurance I bin quickly released and refused buy the ** any future diagnoses. I started to asking questions till the ** told to my face that no payment, that all I can get. My blood pressure was put of control and after couple of time I talked over the phone with the nurse and she raised higher doses of the med my blood pressure till was to high. The nurse refused to return my calls and rude people answered my calls and lied and misinformed me and stated that I did not answer the calls. After I find lot of complaint about the hospital where they mistreated a young pregnant woman and paid millions of dollars. My blood pressure today is 250/102 and one of the emergency ** stated that I need to go back and see the same ** *** did my surgery. Do I need to die cause I don't have the money to pay?

      Business Response

      Date: 02/20/2025

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

    • Initial Complaint

      Date:02/10/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 delivered a baby April 12, 2024. I paid a cash price for an OB package that included me and my newborn. I later received a bill for my daughter. I set it up on a payment plan to later realize I shouldnt have had to pay it to start with. I called Banner on Dec 2, 2024 to get that cleared up. They acknowledged I shouldnt have received the bill for my daughter and told me they would work on getting that cleared up. They cancelled my payment plan at that time and said to call back in a month. I called again Jan 3, 2025. They hadnt done anything to it, marked it for review and said to call again in a few weeks. I called again on Jan 24, 2025. This time I had someone helpful that gave very specific notes in my account of what needed to be done and said to call again in 2 weeks. I just barely got off the phone with them, Feb 10, 2025. It still is not done and said to call again later this week. It has been over 60 days of them not doing anything. They owe me roughly $1200. Im tired of being told the same thing every time I call with nothing being done.

      Business Response

      Date: 02/13/2025

      The patient's concerns were escalated to Banner's Refund Team. The adjustments have been made on the account - leaving a remaining credit of $1,132.39. There was an open balance on a physician's account for the patient - $42.99. Banner moved $42.99 of the $1,132.39 credit to that account - bringing it to a zero balance. The remaining credit of $1,089.40 is being refunded to the patient. The check (#*******) has been cut - and is being sent out.

      Customer Answer

      Date: 02/13/2025


      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:02/09/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 3/28/2024 I had a bone biopsy at Banner Thunderbird. My first issue is they did not anesthetize me as was needed and billed for. They said they gave me a sedative which did not work. When they asked if I still had feeling in that area and I said yes they did the procedure anyway to keep on schedule. It was unnecessarily painful. I have ****** insurance and they paid Banner $13,442.09. Banner says the procedure cost $16,192.80 which is outrageous since they did not do the procedure correctly in the first place. They have billed me for the balance of $2,750.71. I have called and they will not answer my questions, they tell me to pay the balance or be sent to collections (which I think they already have). This is blatant bullying and overcharging of a bill to increase their profits.

      Business Response

      Date: 02/11/2025

      The patients concerns were escalated for review. It was determined that the balance on the account was the result of a refund to the insurance and a recoupment by the insurance. This double debit to the account caused an incorrect balance.
      Banner has requested that the account be removed from collections. Additionally, we will be resubmitting a claim to the insurance for the underpayment. Banner does not report to the credit bureau so this has had no effect on the patients credit. The account will be put on hold while we work with the patients insurance.
      Concerning the patients comments about the quality of her care: she can reach out to our ***************************** at **************. Patient Relations can address her quality-of-care concerns with her. 

      Customer Answer

      Date: 02/11/2025


      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:02/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They are lying and neglecting my mom she came to emergency department at 5am took 10 mins for anyone to come to the desk to check her in Her nose was purple and blue Anyways she has a diaper on at 7am she told them it was full they never took it off they put a purewick in her wet diaper and it was never changed finally at 7 at night it got changed when she went to 4th floor they leave her crying The staff doesnt seem to care and Im not happy about it Ive already had someone pass away here because of neglect I am daughter I was bed side when doc came in and she told him what was wrong and thats shes she had fallen and his notes are wrong

      Business Response

      Date: 02/10/2025

      Thank you for bringing this to our attention.  We would be happy to discuss your experience with you and look any the concerns you share.  If you wish to further discuss, please contact Banner Health Patient Relations. Please be aware we will need the patient's consent.

    • Initial Complaint

      Date:02/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 use banner transport because I have to. Not because I want to. Trips are made the required 3 days or more. After being stood up for the third time I was told they have no one for me when they do show up the vans look like they have been salvaged from the junk yard. Cracked glass a windows that have been taped up. Dirty havent been vaccinated or cleaned in ages. I have requested another service

      Business Response

      Date: 02/05/2025

      We were sorry to learn about your dissatisfaction with your transportation. Customer feedback is a crucial part of **********************'s continued improvement. Your concerns will be reviewed by management. Thank you for sharing your experience - and for helping Banner to refine the service that we provide to the communities we serve. 

    • Initial Complaint

      Date:02/01/2025

      Type:Billing Issues
      Status:
      Answered
      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 Health accepts my insurance (Aetna) and I used it multiple times in 2024 seeing multiple Banner doctors and visiting multiple Banner facilities. All billing was properly handled as in network except for one Banner doctor, ********* ********. Even though her Banner office sees me as in network, Banner's billing was classified as out of network, resulting in Aetna not paying Banner and my having to pay an out of network deductible. It seems the issue is that Banner failed to properly register the doctor with Aetna. Four calls to Banner billing has resulted in no resolution to this issue. They don't even bother to try to understand the issue and just tell me what the computer says as if it cannot possibly be wrong. Note that I paid the copay at the time of each appointment, which the doctor's office verified was correct and complete.

      Business Response

      Date: 02/07/2025

      The patients concerns were escalated to management for review. Banner checks insurance eligibility at time-of-service. The patient showed active coverage for his service dates. There was no indication of any limitations in his coverage. Banners Credentialing Team confirmed that the provider was effective 12/02/2018. Banner billed his insurance, and they processed it as out-of-network. A Banner insurance billing *** called ***** and spoke with ****** R (Reference # *********) and was advised that the claims were processed correctly. She stated that the provider was originally in-network for the patients plan but no longer is. While Banner can verify whether a patients insurance is active, we cannot anticipate their response to our request for payment or the limitations of a given plan.  

    • Initial Complaint

      Date:01/30/2025

      Type:Billing Issues
      Status:
      Answered
      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 visited banner urgent care, ************************************************ a couple of times for my daughter *****. I visited on 29thJan2025 and came to know that Banner has charged to a wrong insurance company in my past visits, on 29th the front desk charged to my correct insurance and i was billed much less i want banner to go back and charge to the correct insurance for my past visits and refund me for charges that i have paid in past

      Business Response

      Date: 02/06/2025

      The patient's concerns have been escalated to management of Banner ************ The account is currently under review. Banner will provide an update to the BBB once our research has been completed.

      Customer Answer

      Date: 02/06/2025

      the business is just saying that the matter is escalated and it is under review and they havent given a firm deadline regarding when they will reach out to me or anything else. I would like to keep the matter open till i hear something concrete from the business

      Business Response

      Date: 02/07/2025

      After review, it was determined that the insurance was billed appropriately. There were no issues with filing insurance for this patient.
      DOS: 08/13/24
      Total Charges: $236.00
      Insurance *********************** $110.96
      Insurance Applied to Deductible: $125.04 (patient responsibility)

      DOS: 12/11/24
      Total Charges: $236.00
      Insurance *********************** $85.00
      Insurance Applied to Deductible: $151.00 (patient responsibility)
      Insurances allowable for CPT ***** processed at a higher rate for December charges.
      The balance currently due is $151.00
      Should the patient disagree with his insurances determination, he can appeal their decision with them. 

    • Initial Complaint

      Date:01/28/2025

      Type:Product Issues
      Status:
      Answered
      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.
      September 2024, I was accused by ************** PharmD, of falsifying a prescription for a controlled substance prescribed by my pulmonologist. The pharmacy contacted the **************. Pulmonologist cancelled the physical prescription and sent an electronic prescription. I picked up the prescription.Dr. Pop expressed concerns about multiple healthcare providers prescribing controlled substances. I clarified that primary providers were within the same clinic and explained that scheduling challenges led to seeing different providers. Pharmacy verified with clinic.October 2024, I lost my insurance and could not afford to see the specialist. My primary care clinic resumed managing my treatment. In January 2025, after regaining insurance, I attempted to fill the prescription again.On 1/15/2025, I was told my prescription would be filled the same day but received a message that additional information was needed. Pharmacist ********* falsely claimed there was a new policy preventing non-employees and outpatients from filling prescriptions. On 1/21/2025, pharmacist ******* refused to fill the prescription, citing red flags. He promised to contact the doctor, and would fill once concerns addressed. On 1/22/2025, the pharmacy called my clinic but only requested the prescription be sent to another pharmacy.On 1/27/2025, the clinic re-sent the prescription, but ********* refused to fill it, claiming it had been filled at ********** She called security when I requested a written refusal. Security had pharmacist verify the prescription had not been filled at *********. ********* still refused to fill, citing red flags. Security insisted she did not have to disclose the flags, and I was told to go to another pharmacy.Banner has my medical records with diagnosis on file. I have been denied service without a clear explanation. I believe they are in violation, & I am being unfairly labeled as a drug seeker despite having a legal prescription and medical need.

      Business Response

      Date: 01/28/2025

      We are sorry to hear about your experience at our pharmacy. However, it is our understanding that you have previously spoken with pharmacy leadership regarding your concerns, and they have made their best efforts to try to assist you. We consider this issue closed as both parties have attempted to resolve without resolution. 

    • Initial Complaint

      Date:01/24/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Over the past year I have made numerous attempts to resolve a debt from Banner Imaging for the below date of service 2/21/2023 and 3/13/2023. I have informed the billing representatives that ****** ******** ********* was my secondary insurance during the dates of service, I was told that the dates of service were outside the billing window and Banner refused to **** AHCCCS. I contacted ********** and was told in the state of Arizona a ****** contracted provider is required to verify eligibility and submit claims directly to the AHCCCS healthcare plan. The primary insurance company did take time to pay the claims due to requests for more documentation from the ordering provider. This caused delays, however those delays do not make me liable for the debt. Banner Imaging billing continues to hang up on me when I ask about billing the secondary or let them know I am disputing charges due to having actives secondary healthcare coverage at the time of service.

      Business Response

      Date: 01/29/2025

      The patient's concerns were escalated to management for review. Banner agrees that the patient should have no liability for this balance. Her account has been removed from collections - and the balance has been adjusted to zero.

      Customer Answer

      Date: 01/29/2025


      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,

      Liahla *****

       

    • Initial Complaint

      Date:01/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 charged and paid for in cash an office visit under ************ Provider, ****** ***, DO, on 5.21.2024. I was charged and paid $221.20 for office visit and $293.98 for full blood panel. After the fact, on Sept. 16, 2024, I was forced to pay an additional $227.51 for an office visit. After repeated attempts to get this straightened out, I received another bill in the mail from Banner Health Center - ******* for the $227.51. Please see the string of repeated charges and reversals done by my Citi Diamond Card, however, Banner Health Center - *******, continues to harass me as per the attached documents. This is, indeed, white collar crime, a scam, and harassment to me. It is per the *** at the time, ****** ***, DO, not the attending physician, **** *********. ****, in the *********** at Banner Health Center - *******, needs to be fired over this wild goose chase already. I completely disagree with giving preferential treatment to the medical industry except for actual physicians, not and support help, including nurses. The same goes for the education industry. Neither of those entities are like veterans, or even close to being a veteran, they are riding coattails of the educated and experienced.

      Business Response

      Date: 01/16/2025

      The patients concerns were escalated for review. The patients original bill included a line item that has since been removed from her account lowering her balance. The patients payment of $227.51 was received before this correction was made. An additional payment of $227.51 from the patient was voided. The patient was refunded $227.50 instead of the original $227.51 in error. Banner has initiated a refund today for the remaining $0.01. The patients balance is now zero. 

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