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:08/12/2024

  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.

  I underwent MRIs on 4 February 2024 with Banner Health in ******, **. I paid the bill on that day with the credit card. In late May, early June I received an email stating I owed $444.62, I called their number, **************, and after 30 - 45 minutes I talked with an agent and she found I had paid but they had credited it to the wrong account. She told me that Banner ***** had computer issues from February into May but she would assign the payment. Two weeks later, another email claiming I did not pay. Another phonecall but put on hold and after 30 minutes I stopped. Two weeks later another email and I called again . I did this 4 more times and only once did an agent answer with she would check the records and then 5 minutes later the line went dead. The attached files show the credit card statement with the payment on 4 February, ref 4240, and their bill from 6 August. It has been 3 months of harassment and I went them to admit the bill was paid and and apologies from senior managment.

  Business Response

  Date: 08/15/2024

  The patient's concerns were escalated to management for review. It was determined that his payment posted to one of his related accounts. His payment has been transferred to the accounts on his recent statement. We regret any frustration felt by the patient.

  Customer Answer

  Date: 08/17/2024

   I would have accepted the response but I could not access the billing portal. Now i can access the portal it seems as if the amount paid was now credited. However, the current bill shows I now owe $10.77. How did this amount, although small, come to appear over 8 months after I went to see a doctor? When it had never showed up during the months I was telling Banner I paid my bill in February, 2024.

  What concerns me is a trickle of bills coming to me months after the original appointment when Banner has shown they cannot be contacted and respond without going to external assistance.

  What I want is something from someone high up which states the bill(s) are now paid in full.
  

  Business Response

  Date: 08/20/2024

  The patient had a remaining balance for the date-of-service 01/08/2024. On 02/05/2024, the patients $444.62 payment posted to this account paying it in full and leaving a credit of $433.85. Because the 01/08/2024 date-of-service was paid by his $444.62 payment, there was no balance to bill to the patient.  
  By moving the $444.62 payment to the two dates-of-service - detailed on the patients 08/06/2024 billing statement - that left an unpaid balance for the 01/08/2024 date-of-service - $10.77. Banner will mail the patient an updated billing statement for this date-of-service. 

  Customer Answer

  Date: 08/20/2024

  
  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.

  They do not have to answer this but what were they going to do with the $433 that was showing as overpaid? As the credit card posting was Feb 4, and it is now August, and I had called 7 times, there seems to be an issue with how Banner Health run their billing. I am not in the Banner Health area anymore, and had pulled away from Banner Health in February when I was disatified with the inability to get medical results. Like I stated, they do not have to answer this but there are serious issues with Banner Health.
  

  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:08/06/2024

  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.

  On 10/16/23, I attended a medical appointment at Banner Health. The doctor coded the billing incorrectly and I was billed for the appointment which should have been covered at 100%. I contacted Banner and they put a freeze on my account while they asked for a review. I was never informed of a resolution of the situation. I received a call that the bill was going to collections. I called and got set up on a payment plan while I appealed with my insurance company. I have made multiple payments on the payment plan. My insurance paid them in May of 2024. I am said to still owe money, but I believe they owe me money. I have spent in excess of 24 hours in phone calls trying to get this matter resolved. I recently received another bill, however, I believe I should have an account credit. Over the past two days, I have spent two hours on hold trying to speak with a representative. This is a year of ongoing billing issues due to miscoding and poor billing management. I would like to get some answers.

  Business Response

  Date: 08/12/2024

  Banner has escalated the patient's concerns to management for review of the patient's balance.

  Customer Answer

  Date: 08/27/2024

  Escalating to management hasnt solved the issue. I emailed their dispute department over a week ago. I was supposed to hear back in 24 to 48 hours and havent heard anything. I want this resolved and I want my payment overage credited. I need my money back.

  Business Response

  Date: 09/03/2024

  The patient's payments on this account were submitted for refund on 08/30. She should receive her check in 5-10 business days

• Initial Complaint

  Date:08/05/2024

  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.

  On 8/23/2023 I had an mri at Banner imaging. I have ******** plus a supplemental. I was not told that the procedure was not approved by ********. I have had many procedures done there and when they care me the iPad thing to sign, I automatically did without reading it. Ive asked everyone I know if they read before signing and not one person said that they do. Im a senior living on social security. I obviously would not have had the mri if I had been made aware. I have all them to resubmit a revised request to ******** with a correct code, but they refuse.

  Business Response

  Date: 08/07/2024

  Prior to service, patients will be given an Advance Beneficiary Notice of Non-Coverage (***). This is the disclosure to patients that ******** will not pay for the service. The patient signed the *** which states:
  NOTE: If ******** doesnt pay for *** Brain Without Contrast below, you may have to pay. ******** does not pay for everything, even some care that you or your health care provider have good reason to think you need. We expect ******** may not pay for the *** Brain Without Contrast below.
  The *** further states that ******** has stated this procedure is not reasonable/necessary.
  The estimated cost for the procedure disclosed on the *** is $219.47.
  The patient was billed $219.47.
  We have forwarded the account for a coding review per patients request. If the medical documentation supports a change to coding, Banner will rebill the patients insurance with any necessary changes. If the coding review determines that the codes used were appropriate, the patient will be responsible for the $219.47 quoted to her in her signed ***.
  Should the patient need help managing her balance, she can request a monthly payment plan or she can apply for Banners Financial Assistance Program by visiting bannerhealth.com or by calling ************ to request to have an application mailed to her. 

  Customer Answer

  Date: 08/12/2024

  After originally speaking with ********* they said that they would give the doctors office the correct code to use if contacted. The office did receive the usable codes but Banner Imaging refused to submit them!

  i spoke with an escalations supervisor last week that said she would accept the corrected code from the doctors office. ********* said that she would do that but have not heard back

  Business Response

  Date: 08/13/2024

  The patients account was forwarded to Banners Coding Team for review. It was determined that the codes used were appropriate per the medical documentation. Though ******** may have provided a code that they would accept, Banner cannot use the code without it being supported by medical documentation. Per the signed ABN, Banner adjusted the $690.00 total charges down to $219.47. The patient is responsible for this amount. 
  The patient can set up a monthly-payment-plan by calling ************. She can also apply for Banners Financial Assistance Program. Applications are available online at bannerhealth.com or she can request to have an application mailed to her by calling ************.

• Initial Complaint

  Date:08/05/2024

  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 05/24/24 I had a **** CT scan at Banner MD ******** (**********) as part of my ongoing Stage 4 Prostate Cancer treatment. Prior to this scan I verified with my healthcare provider (**** ******** Advantage United Healthcare) that my total patient responsibility out of pocket cost is $250.00, see ************* 05/24/24, I paid MD ******** $250.00, see EXHIBIT A.On August 2, 2024, (over 60 days later) I was billed an additional $125.36 by Banner MD ******** for the **** CT Scan, see Exhibit C.Banner MD ******** provided no additional itemized billing for $125.36. I have attempted to call Banner MD ******** several times, and have left several voicemails at their Phoenix office, with no return calls, or communications of any kind.On 08/02/24 my insurance provider verified that I did not owe any balance over the $250.00 that I have paid Banner MD ******** .I am a senior citizen, and an Air Force Veteran and feel that Banner MD ******** is fraudulently billing me.

  Business Response

  Date: 08/06/2024

  Per the Explanation of Benefits (EOB), the patients copay for the scan - referenced in his complaint - was $250.00. This was paid by the patient.
           However, per EOB for his labs and chemo treatment, he has a co-pay of $125.36. This is the service on the patients recent bill. He is not being billed for the scan. If he disagrees with his insurances determination, he can dispute their decision with them. 

  Customer Answer

  Date: 08/06/2024

  Please note, as a part of my complaint, Banner Health's billing department's response does not acknowledge returning any of my patient calls, and voicemails to communicate about this issue. They make no effort to contact me as a patient to discuss and communicate this recent bill. They send a patient a bill, and then expect payment with no communication.

  Please note, I have asked for a detailed patient invoice that shows specifically what I am being billed for, and services and fees itemized. Is this not what a billing department should provide to patients, and not just sending a "surprise invoice amount due".

  I receive ****** injections every 90 days as part of my cancer treatment. On 5/24/24 I received a ****** injection and paid Banner Health $208.95. 

  A very strict payment process Banner Health has is that a patient must pay all out of pocket fees at all appointment check ins and prior to any medical services rendered.  

  I reviewed this with AARP ******** Advantage who confirmed I had no balance due as of 08/02/2024.

  Business Response

  Date: 08/12/2024

  The patients $208.52 payment misapplied to one of his related accounts. ********************** transferred $125.36 to the patients hospital account bringing that balance to zero. The patient has two physician accounts each with $30 copays. $60.00 of his remaining credit will be applied to these accounts paying them to zero. The remaining $23.16 will be refunded to the patient. Once all transfers have been completed, Banner will mail the patient itemized statements for his records. 

  Customer Answer

  Date: 08/14/2024

  The reason I do not accept this response is Banner Health Billing only communicated on this matter *and their billing error) as a result of BBB intervening.  Banner Health Billing never returned my phone calls as a patient service, or never returned my voice phone messages I left to them. In fact, they recently sent me another bill via **** mail and continued to bill me during the time period of this complaint.

  I am requesting Banner Health Billing confirm when my refund is processed and confirm how the refund was issued to me and verification of when and by whom. Since they will not call a patient back and personally speak with them, I am appealing to BBB to continue to intervene on this matter as my advocate - as Banner Health Billing will not treat me fairly and respectfully as a paying patient, as well as a patient with advance Stage 4 cancer/treatment. 

   

• Initial Complaint

  Date:07/26/2024

  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.

  Medical Claim # EN48333470 Flawed EOB and Flawed billing.***** says I owe money, but I paid in excess of the Billed amount with payments occurring from June 10th - July 17th totaling $456.81 with my credit card.

  Business Response

  Date: 07/31/2024

  The patient was given an estimate of $272.29. He paid $272.29 by credit card 06/10/2024. 
  We found no other payments. If he can provide proof-of-payment for additional payments to Banner, we can investigate his concerns further.
  Banner is in the process of billing the patients insurance. We have not yet received an EOB from the insurance for his service. Any credits on the account after his insurance pays can be refunded. 

• Initial Complaint

  Date:07/26/2024

  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.

  My ENT ordered lab work & ekg which was done july 3 at banner internal medicine at 4200 e camelback. ENT Office never recieved it despite repeated faxes and message from the ENT and me. Have been asking to speak to office manager who of course is never available but would call me back yet no call back. Patient relations office couldnt help me because it was a "paperwork" problem. the 2 phone numbers she gave me for "managers" were not answered or out of service. "Paperwork" was finally sent after 3 weeks. This unacceptable delay has resulted in a minimum 3 week delay im surgery. I want to talk to a manager and file a formal complaint. There does not appear a published way to do that. I have spent a great deal of time and effort trying to find out how to do this. I want a call back from banner and instructions on how to file a complaint. There appears to be no way to hold anyone accountable since you cant talk to anyone in authority or even file a formal complaint.

  Business Response

  Date: 07/26/2024

  So sorry to hear of your experience.  We will have someone reach out to you to capture your concerns so a formal complaint can be made.

  thank you

  DB

• Initial Complaint

  Date:07/14/2024

  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.

  You have an employee at Banner Boswell, *******************, that thinks because we had spoken from a dating app that she can share anything with me and not be required to account for herself. She doesn't know but she actually was a nurse for my aunt that in her presence gleefully decreed my aunt was not worthy of service. I spoke with her and in attempts to quell my concerns she sent **** photos. She then said she talked to hr and security that said if I share said photos I am committing revenge ****. Here's the thing, I have her photos, I have multiple voicemail and voice messages clearly showing this person is not stable, she should not be in this profession. I will already be filing complaints regarding my aunt separately, as I am executor, but to talk to a person on a dating app that, 1 sends **** photos. And 2 says if I share them with the employer she doesn't shut up about and I'll be prosecuted for, despite me not engaging in this or requesting anything to do with her neglectful sharing of **** photos, she has no reason to be employed by Banner. I have a substantial investment in Banner and I have read the employee handbook, and her sending **** photo's while gleefully stating she works for Banner is in ***** violation of the code of ethics your company has set forth. I am divesting from your company regardless at this point, but is your company allowing their employees to advertise their employment followed by **** photos? I think not only inappropriate but discredit an otherwise unambiguous company of good.

  Business Response

  Date: 07/18/2024

  The complainant's concerns were escalated to management for consideration of the next steps to be taken. Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:07/03/2024

  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.

  Hope you can help resolve an ongoing billing issue with Banner Health and *********************** Center. I receive Botox injections from *************************** every several months for my Hemifacial Spasm. I have received these same treatments for years now. My treatment consists of injections into several facial muscle groups to help control the spasms. ***************** always injects 100 units of Botox for treatment. I have been getting bills with various charges and amounts for the very same treatment each time. Same procedure, same amount of "product and each visit is a carbon copy of the last. . I have spoke to billing and was told that various charges were due to "extra" Botox was used on certain visits. I know this is not factual as I confirmed this with my doctor and spoke to her office staff where the records were researched and confirmed only 100 units used each time. I reached out to the staff at the ****************** so they can confirm with Billing that each visit is the same and that there should not be "various" charges for the same procedure. Each time no one gets back to me with any answers. Now I am in contact with **************************************** Practice Mgr at ***********************. She tells me she has sent everything to Billing and expects a response immediately, but no response comes. I am getting frustrated as I am expecting a second notice soon. I have contacted Banner on June 7th, 12, 13, 19, 21,26, 27 and a phone call on July 1st. I have all the emails with my requests. I can forward this correspondence to help shed light on this problem. Please help me get to the bottom of this issue.

  Business Response

  Date: 07/08/2024

  The patient's accounts have been reviewed by coding. Banner's insurance billing unit is currently working with the patient's insurance to resolve the patient's concerns.

• Initial Complaint

  Date:06/28/2024

  Type:Sales and Advertising 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 March 25th, 2024 I went to Banner Health ************ located on *****************************************. I had injured my ankle, so I got X-rayed and the urgent care provided me with a walking book and crutches. I asked multiple times if either one of these items would cost me money and they guaranteed that they would be covered by my insurance I had provided them with. They did have me sign a document (which I have attached to this report) saying that I would pay any balance that my insurance didn't cover. However, they were very misleading when telling me that I would owe nothing out of pocket and my insurance would cover it. Also, they never provided me a receipt with how much the crutches and walking boot cost on the day of my visit. Therefore, I had no idea of how much they would be charging me if my insurance did not cover it. I have reached out to BREG which is the company that billed me for their medical equipment, and they said there is nothing they can do to remove the bill. I have contacted my insurance to see if they were supposed to cover it and they said they cannot because it did not meet my deductible. I am requesting that Banner *********** pay the balance of $253.78 for the walking boot and crutches that I was billed for by BREG because I was not correctly informed of this cost.

  Business Response

  Date: 07/03/2024

  Banner can verify insurance eligibility at the time-of-service but we do not know how the insurance will respond to our request for payment. It is the patients responsibility to know the terms and limitations of his insurance plan. The patient acknowledged - in the signed document he provided that he is financially responsible for applicable deductibles, copays, or any amount not covered by his insurance.
  Banner *********** will not pay the balance of $253.78 as the patient is requesting. The signed document mentions that BREG offers financial assistance. We encourage the patient to contact BREG to see if he can obtain a reduction of charges through their financial assistance program. 

  Customer Answer

  Date: 07/03/2024

  
  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:06/27/2024

  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 was seen by a surgeon for a consultation and then had surgery. Afterward, I called various Banner billing numbers given to me to obtain a receipt of the charges applied for payments taken in-office and pre-surgery. Multiple times I was told I could only speak to medical records and they could only get me the billing statements and surgery information. I was told to follow up with the medical records protocol only. It took months to reach anyone who would assist me and not send me into a call center loop to be pushed off. I finally received the information I needed to verify the amounts charged to give to my HSA. Recently I received a bill from MRO because of requesting the billing information as directed by Banner billing employees. This is unacceptable and I should not be charged to get a billing statement and to see what the payment was for. At the office, during check-in, they tell me they can only take the payments and do not have access to why they are collecting payments. It shouldn't cost to get a bill or to find out what is on a statement. MRO states they will send me to collections if they are not paid. My banner portal does not have any billing linked for me to download statements or see charges and payments. Centralized billing had a hard time locating my account and finding which department I needed to speak with for surgery billing. It shouldn't be this hard to verify a bill. I do not want surprise bills or collections from MRO because of Banners billing error.

  Business Response

  Date: 06/28/2024

  Banner does not charge patients for copies of itemized statements or payment receipts. We do charge for copies of medical records, however. The patient's concerns were escalated to management for review. Banner will take responsibility for the miscommunication. We will contact MRO and advise them to remove the charge. Should the patient ever need copies of itemized statements - or payment receipts - she can obtain them by calling ************.

  Customer Answer

  Date: 06/28/2024

  
  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,
  
  ******************************* ******