Business Profile

Health and Wellness

Banner Health

Headquarters

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Complaints

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

Customer Complaints Summary

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

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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:11/01/2024
Type:Billing 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 12/23/2023, I went to Banner Ironwood due to pneumonia. We arrived at the ** around 7:30 PM and got registered. They administered an X-ray, Lab, and EKG before 10 PM. Then, we had to wait until 1 AM for admission to the ** and were prescribed some antibiotics. They charged $5554.20, and the insurance paid $4842.30. We had to pay $500 because of two co-pays for 12/23 and 12/24. Now, they are asking us to pay another $211.90. I have called my ****************************************, and they wonder why they charge us more. Kindly resolve this matter with Banner.
Business Response
Date: 11/06/2024
The patient's concerns were escalated to management. After review, it was determined that the $211.90 balance billed to the patient was incorrect. The balance has now been adjusted to zero.
Initial Complaint
Date:10/29/2024
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 been going to this hospital for over 15 years and this evening I went in with my face completely swollen due to an abscess in my mouth. I was and still am in excruciating pain only to be released within 15 minutes of arriving the ****************** **** didnt even spend 20 seconds in the room with me gave me two pills and sent me on my way never even returned to my room! Ive had this occur in the past at the same hospital and the previous doctors actually took the time to evaluate me properly and one even lances the abscess for me along with pain medication administered while I was there. This is the worst doctor Ive ever came across.Abscess can cause death in some cases. I hope that this doctor will not remain at this hospital as he is not qualified to be there.
Business Response
Date: 10/29/2024
Thank you for bringing this to our attention. We would be happy to discuss your experience with you and look into the concerns you share. If you wish to discuss further, please contact Banner Health Patient Relations.
Initial Complaint
Date:10/23/2024
Type:Billing 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 a billing and customer service complaint. i applied for financial assistance for surgery, imaging and doctor visit co-pays the first week of June, 2o24. (i have ********. This is just to cover co-pays.) i was told Banner said it had received the application and was processing it as of June 11, 2024. i was told it would take 30 to 60 days.were now approaching five months, even though i was told in early September that it was approved at 100%by the founder and needed further Banner management approval. They couldnt tell me what management or what they needed to approve. In the meantime over these months, I have racked up medical debt having medical surgeries, imaging and dr ******* my doctors said i needed, not knowing if these co-pay charges would be covered back to the date of my application - or covered at all. This is stressful and could have been avoided.i received incomplete/incorrect/contradictory information during this time from Billing staff, particularly the financial assistance staff. In my list call on Oct. 10 I was told to just keep waiting and we, meaning me, are lucky that assistance was possible at all. **************** needs to be improved.i need the processing of my application to be completed in a timely manner. if it;s been approved at 100%, i need my bill to be adjusted and the constant requests for payment to stop. The right hand doesnt seem to know what the left hand is doing.This amount of time is not reasonable. I need accurate information when i call.
Business Response
Date: 10/29/2024
Banner has begun applying the Financial Assistance adjustments to the patient's accounts. Refunds of her payments have been initiated. She will see these refunds posting to her card in the next 3-5 business days.
Customer Answer
Date: 11/06/2024
im writing to you because the Phoenix office of the ***************************** sent me three boilerplate forms that were the same forms I used to apply for the funds in June. if my application was both approved by the founder and Banner management, ive asked for written documentation of what exactly they have approved for me, not just blank forms, but this is typical and why I have resorted to a BBB complaint. The people who tell you things by phone are often incorrect or contradictory.

My original application was for financial assistance to cover ******* for ** visits, surgeries and imaging - all of which I have had multiple times since June. During the application processing I was asked repeatedly to pay ** ******* and partial surgery *******, which i could not afford but did, because I needed the medical treatment. I was told by phone that if I was approved at for financial assistance at 100%, which Ive been told I was (by the finder) , but I have not been told the same by Banner management, who also had to approve.

It seems reasonable to ask for written specifics about what exactly this award will cover for me - not blank forms with an instructions to fill out the form. I already filled out this form when I applied. Banner has electronic records of every co-pay I have paid. Im also asking to know the time frame in which I may expect this award to cover further ******* as my treatments continue.

A the end of my last phone call with Banner Financial Assistance staff, i asked to speak to a supervisor. No one identifying themselves as such has called me. Since I have no confidence in the accuracy of what I am told by phone, written confirmation and documentation is what I am asking for. If this award can be used to reimburse the many ******* Ive paid sine June, iI would like to know this and when i can expect to receive it.
Business Response
Date: 11/18/2024
The patients approval for Banner Financial Assistance will cover accounts retroactively for 12 months. The approval will also be valid for six months from the date of the Financial Assistance approval. Refunds have been requested for all payments made by the patient during this timeframe. An approval letter has been requested and will be mailed out to the patient.
Customer Answer
Date: 11/20/2024
Thank you. Why was I sent anew application form when I asked for acceptance verification and specifics?
Im left to assume that covered payments of past, current and future co-pays will be made automatically, without my having to request payment for each, each time one occurs. I received a check for $145 without explanation of why it was sent. I assume it may have been some kind of partial reimbursement, but I dont know any specifics about which payments are being reimbursed, so I can compare them with my records to see if reimbursements are correct and complete. First, I need to know the date my application was approved. So, does this approval apply to the **** date when I applied or the November date, five months later, when the processing of my application finished?

Hopefully, what you are sending me now will clear this up so this complaint process can end. Thank you.
Initial Complaint
Date:10/14/2024
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.
I have a $25 copay but they are charging me ******. Call and they refused to rebill or do ANYTHING because it would be "a waste of time"
Business Response
Date: 10/15/2024
The patient is being billed total charges - due to his insurance company denying Banner's request for payment. Should he disagree with their determination, he can appeal their decision with them
Customer Answer
Date: 10/15/2024
Banner billed incorrectly and they need to work it out with the insurance company if its an issue. I am the patient NOT the billing expert. If banner wants proper payment they must bill properly. My portion of doctor visits is a copay of $25. Anything over that I did not and do not agree with. This is a "surprise billing" error that banner is responsible for working.
Business Response
Date: 10/21/2024
The patient's concerns were escalated to management for review. It was decided that - though the patient's insurance denied Banner's request for payment - we will adjust the patient's balance to zero.
Customer Answer
Date: 11/12/2024

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 consider this complaint resolved.
Thank you banner understanding and resolution.
Regards,

******* ********
Initial Complaint
Date:10/13/2024
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.
this is about Hospital has been trying to charge more than the allowed amount by the insurance company. please see letter that explains everything.
Business Response
Date: 10/16/2024
The patient's concerns were escalated to management for review. Her insurance has been contacted by Banner's insurance billing unit - and a new claim is being submitted. Additionally, Banner is returning the account from collections.
Initial Complaint
Date:10/07/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On or about Nov 16, 2022, my minor son was admitted to Banner Desert hospital for severe behavioral issues. He was referred and transported by a mental health screening agency. When I went to pick up my son after 24 hours, one of the attending nurses took a copy of my son's AHCCCS card -he was covered by **********/AHCCCS. Banner Desert has NEVER contacted me about a bill. On December 30, 2023, without my knowledge, Banner Health sent me to collections for $1453 (hospital bill) and $1682 (dr.'s bill). I recently reviewed my credit report and am just now finding out the aforementioned. It's certainly unscrupulous for Banner Health to quietly have sent me to collections not only for a bill that I don't owe but was covered by my son's insurance. It's also quite a shady practice to never notify me of these pending amounts, never allowing me to correct or dispute them, and then quietly forward them to collections. These are deceptive practices that surely cannot be legal in ***Constant phone call forwarding to different extensions. Website does not clearly show whom to contact, or a specific address to go to. ***************** (**********************) will only give out limited info, such as amounts owed. Banner Health makes it impossible to track down the original debt or whom to speak to so it can be corrected. Because Banner Health sent the debt to collections without notifying me, much time has passed, making it very difficult for me (the consumer) to make corrections. Why was this done quietly and without ever notifying me?
Business Response
Date: 10/09/2024
The minor patient was brought into Banner’s ER by the police. No insurance information was provided at this time. The patient’s mother was not present when the patient was brought in. Contact was made with patient’s mother and Banner was able to register the patient.
The patient was registered under the name Roy Sanchez Rodriguez. The name on the AHCCCS card – provided by the complainant in this BBB complaint is Roy Rodriguez. This may explain Banner’s inability to confirm eligibility with AHCCCS.
Per account notes, Banner attempted to confirm AHCCCS eligibility on:
12/13/2022, 01/02/2023, 01/16/2023, 01/30/2023, 02/13/2023, 02/28/2023, and 03/28/2023
Banner mailed a statement to the address on file: PO Box 45431 Phoenix, AZ 85064. We received no response.
Several attempts were made to contact the guarantor at the phone number provided by the complainant in this BBB complaint: (575) 496-0132.
Message left with answering party 12/02/2022, 12/07/2022.
Call also placed 12/12/2022.
Call placed 12/13/2022 – left message on voicemail.
Given the information available to us – Banner made every effort possible to reconcile the balance with the patient’s mother.
Upon receiving the AHCCCS ID card in this BBB complaint, Banner checked eligibility – and confirmed that the patient does have coverage. We are beyond the timely-filing limits for AHCCCS – so we will be adjusting the balance to zero.
Customer Answer
Date: 10/09/2024
As Banner reported, police brought my son in for care, and he being a minor, I obviously made contact with the hospital immediately regarding my child. As I said, I provided the insurance card when I picked up my son within 24 hours. My son's correct name is Roy RODRIGUEZ-Sanchez, last names in that specific order, not as reported by Banner.
My son's name on his AHCCCS card isn't the only way to verify coverage; all my son's member info is right there on the card in order to be able to confirm eligibility, if there had been just a bit of DUE DILLIGENCE on Banner's part.

Banner says it mailed a statement to the address on file: PO Box 45431 Phoenix, AZ 85064. Banner received no response because that IS NOT MY ADDRESS or PO box. You may note from my state AG complaint that my PO BOX is 3358 in Apache Junction. Further, it's strange that I have no record of phone calls or voice messages to my phone number from Banner, ever.
Thank you for adjusting the balance to zero, as you stated in your reply; however, I also requested that any and all derogatory information reported to the credit bureaus be REMOVED. I have always kept an excellent credit report and rating, and this stealthy derogatory reporting is negatively and unjustly affecting my credit.

Business Response
Date: 10/16/2024
Banner has contacted the collection agency. We have advised them to remove all negative reporting related to this account from the guarantor's credit. Additionally, we have requested that a letter be sent to her for her records
Customer Answer
Date: 10/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22393392, 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. I await your letter referencing the removal of adverse credit information. Thank you.

Regards,

Gabriela Rodriguez
Initial Complaint
Date:10/07/2024
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.
On August 20, 2024, I requested an itemized statement for all services performed by Banner Health since the beginning of 2024. Four phones calls (August 20, 2024, September 7, 2024, September 23, 2024 and October 7, 2024) have been placed to Banner Health, **************************************************, Phone: ************, to obtain this statement. As of of October 7, 2024 I have not received this requested information. I was told it takes 30 days to receive it by ******* or 10 business days by email. Each time I call, I was told that it was mailed out to me. I have been living at my address since 1999 and have received other bills from Banner Health in that time. I need an itemized statement before making any payments to this company.Banner Health currently claims that I owe $614.21
Business Response
Date: 10/14/2024
The patient had credits on several accounts - that are being transferred to her accounts with balances. Once the transfers have been completed, all outstanding balances will be paid in full. Additionally, she will be refunded $41.53 due to overpayment. Banner will send the patient's itemized statements once all transfers have been completed.
Customer Answer
Date: 10/14/2024
I want to know how long it will take for the transfer these "accounts" and when can I expect to receive an itemized statement?
Business Response
Date: 10/16/2024
Banner has emailed the requested itemized statements to the patient's email - listed in this complaint - [email protected]
Customer Answer
Date: 10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22390258, 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,

Kathleen Gooden
Initial Complaint
Date:10/04/2024
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.
Had Kidney surgery 01/09/2024 self pay no insurance Received billing and applied for Financial assistance. In March received another invoice with additional charges. Since my account was nearing default I decided to take out loans to pay total bill as financial services was backed up. Paid all accounts March 26th in full. Didnt hear back from financial services. In August I received a refund on some of Doctor **** and additional bill for Doctor. I contacted Banner and was told that I had received refund because I was awarded 75% financial assistance. It was applied to two of my accounts which were doctors. It was also applied to my hospital bill resulting in a ******* refund. When I never received this refund I contacted Banner and talked to three different representatives. They all stated the same thing that I was approved for ** it had been applied to my bills and should get my refund soon. Today is October 4th and yesterday when I acquired again this time I was told yes they see the ******* but it still processing and will take another 30 days to review. Every representative I speak with tell me something different with new waiting times. I paid in full with good faith that when and if my financial assistance would be approved Id receive a refund.
Business Response
Date: 10/04/2024
The patient's concern was escalated for review. The refund has been initiated today by Banner. It may take 3-5 business days for the issuing bank of his credit card to update the credit
Customer Answer
Date: 10/04/2024

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:10/03/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I gave birth to my daughter via cesarean ******** and provided my insurance and my husbands insurance who would pick up my daughters remaining balance.I began receiving bills for a 5k balance for my daughter and called Honor Health right away who informed me there was an issue and the secondary insurance was not billed properly. Each time it was escalated and I received a promising apology. Nonetheless it was sent to collections and now reported to my credit. I have tried tirelessly to resolve and it was stated on a recorded line several times it would be corrected. I was even informed not to make payment because it would be corrected however that was false as it was sent to collections. Its clear there is a lapse in communication between departments however Im unfortunately the one being impacted.
Business Response
Date: 10/09/2024
The patient's concerns were forwarded to management for review. The accounts were submitted for adjustment of the balances to $0.
Customer Answer
Date: 10/09/2024

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:10/02/2024
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 son went to the ** on 5/20/2024. At the time of registration I paid my deductible plus the 20% coinsurance; the amount the registration person said I would likely owe. The amount I paid was $854. By the time the claim went through the insurance, I was only a few hundred dollars away from meeting my max out of pocket. The claim processed on 7/13/24 and my portion ended up only being $396.60. Banner owed me a refund of $457.40. I waited for my refund but never received it. I finally called the billing department today 10/2 @ 1:34pm AZ time and spoke with Money (I believe that is what she said). As soon as she verify my name and everything she said are you calling about your refund for $457.40. I said yes I am. She said would you like it back on your card or a check. I said a check. She then tells me that it will take ***** days! This is not acceptable. They knew I was due a refund for three months and now they are going to take another 45 days? I asked the agent, why I was not notified of the refund and she said I had to call in. So I asked, if I wouldnt have called in, would the money just sit there and she said yes until they do audits which could be a year or two. HOW IS THIS LEGAL? I have never had so many problems with a hospital. Their billing department NEV** sends bills out. They go straight to collections. This is why I paid up front. I was not going to deal with that again. And Im not the only person who has been sent to collections without getting a bill or a call that money is owed. I want my refund asap. Hoping someone can help with this. 45 days is NOT acceptable.
Business Response
Date: 10/03/2024
The patient's concern was escalated for review. The refund has been initiated today by Banner. It may take 3-5 business days for the issuing bank of her credit card to update the credit

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Banner Health is NOT a BBB Accredited Business.