Business Profile

Health and Wellness

Banner Health

Headquarters

This business is NOT BBB Accredited.

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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:06/24/2024
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.
Year to date I have been asked to pay for services at the time they are rendered and, per my Explanations of Benefits, I have overpaid in the amount of $1206.52 total. Banner Billing offices refuse to answer my questions, and every time I call they tell me they haven't received payment from the insurance carrier. This cannot possibly be true for Explanations of Benefits that I have dated February 2024. No one from the billing offices will send me an itemized breakdown of my accounts for **********************, imaging, and hospital, despite my requesting these documents on no less than four occasions over the last four months.
Business Response
Date: 07/01/2024
Itemized statements will be printed and mailed out to the patient within the next 3-5 business days.
Customer Answer
Date: 07/01/2024
Completely unacceptable response to an allegation that they owe me a $1200+ refund, and no one will take accountability for that. I hen will my refund be issued?
Business Response
Date: 07/03/2024
The patient overpaid her imaging account by $401.79. She has a balance of $60.26 remaining on her hospital account date-of-service 03/19/2024. Banner will transfer $60.26 of the patients $401.79 credit to the hospital account bringing it to a zero balance. We will refund the remaining $341.53 to her credit card.
The patient has two remaining hospital accounts that are still pending with insurance. Once those claims are completed, any credit on the account can be refunded to the patient.
Customer Answer
Date: 07/08/2024
I attached a spreadsheet of all claims that have been paid by my carrier. I am formally requesting a phone conference with a supervisor in billing for all Banner accounts so that we can go over each date of service. As soon as possible please. It is not acceptable that Ive done all this research and you arent even speaking to it.
Initial Complaint
Date:06/10/2024
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 recieved Home Healthcare and DME supplies from Banner form Dec 10, 2023 through March 22, 2024. In January, I was phone and told I needed to pay $955 for services and supplies or DME would not ship my would vac supplies. I had not recieved any bill at that point. I was sent a reciept. I have asked for a fully itemized bill from Dec 2023 through end of March for all payments and visits for homehealth and DME for 3 months and been told they were sending. All they send is the current bill. I am done with this. I have spend hours on the phone on hold and then reitterating my request to be told the full report will be sent. It has never been sent.
Business Response
Date: 06/12/2024
The patient's concerns were escalated to management. An itemized statement has been mailed out to her
Customer Answer
Date: 06/17/2024
They have told me on 3 seperate occasions via phone conversation over the last 4 months that they mailed the complete list and I would recieve within 10 business day. I have yet to recieve any of them. I also stated they could email to ****************. What they send me is the current outstanding bill. This is not what I want. I need they entire file with all visits and payments from insurance and my payments for both DME and HomeCare from Dec 2023 through current.
Business Response
Date: 06/18/2024
The requested documents were sent today - to the email provided in this BBB complaint
Customer Answer
Date: 06/20/2024

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.

Regards,

*******************
Initial Complaint
Date:05/21/2024
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 May 05, 2023 I took my son into the emergency room due to a high fever and difficulty breathing. ****************************** was the night shift doctor working. ************** took my sons vitals and sent us on our way saying the difficulty breathing was due to fever. On September 6, 2023 I received a bill for $731 which my insurance adjusted $567.47 which left me owing Banner Health $163.53. I paid my bill in full online through the patient portal and took a screenshot of the receipt, also Ive held onto the statement from my credit card company. On May 20, 2024 I received a letter from H&R ********* *** debt collector saying Banner health sold my remaining balance of $524.03 to have them. So basically I paid my bill in full, was never notified by the hospital that there was any other balance, and they sent me to collections.
Business Response
Date: 06/07/2024
The physicians working in Banners emergency rooms are contracted 3rd-party providers and do their own billing. The Team Health bill - attached to this BBB complaint states that it is for ********* department physician services.
Banner mailed statements to the complainant for hospital charges on 11/09/2024, 12/24/2023, and 02/06/2024. When no payment was received, Banner referred the account to collections on 03/18/2024.
The complainant can contact the collection agency H&R at ************ to resolve her balance.
Initial Complaint
Date:05/11/2024
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 daughter needed a physical exam for Cheerleading, and I called Banner to see how much it would cost. I was told that it would cost $40, so I took my daughter in for the physical and paid the $40. Since then, Banner has been issuing me bills for $210. They need to make good on their initial quote of $40, which I already paid.
Business Response
Date: 05/13/2024
Please provide the patient's name, date-of-birth, and the date-of-service - so we can investigate your concerns.
Initial Complaint
Date:04/29/2024
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.
Back in May of 2023 I had a hip replacement. The surgeon who performed the surgery, who is a Banner Health surgeon, ********************, said I had to pay $702 otherwise he would not perform the surgery, so I paid the $702. After the surgery the *** (explanation of benefits) from my insurance company said I was to only pay $600.43 which meant I overpaid by $101.57. Banner Baywood, the hospital where the surgery was performed, said my share of the hospital cost is $428.86. I have been trying since June of 2023 to get the $101.57 overpayment to be credited to the Banner Baywood account. On January ********* I get a text from H&R Accounts that stated they are the collection agency for Banner Health and that I now owe $428.86 to them for the Banner Baywood account. My ********************** advocate, Included Health, has been working with me to get this resolved with Banner Health and notified me on March 19th 2024 that Banner Baywood will be crediting my account the $101.57 overpayment and my new owed amount is now $327.29. On Saturday I receive a letter from H&R Accounts with an invoice from Banner Baywood dated March 25th 2024 showing that the owed amount is still $428.86. As of this writing (April 29th 2024) I have yet to receive an updated bill from Banner Baywood showing the application of the $101.57 overpayment to my hospital bill to reduce the amount I owe to $327.29 from $428.86. Banner Health, nor the surgeon, ********************, has entertained the idea of refunding me the overpayment of $101.57. It is ludicrous and unacceptable that it is taking almost one whole year to get this resolved. Banner Health would rather send your account to a collection agency than work with you to resolve a matter that is clearly theirs to correct.
Business Response
Date: 04/30/2024
Banner confirmed with the collection agency that the balance has been updated in their system. It is now showing the balance for this date-of-service as $327.29. Banner will mail the patient an itemized statement for his records showing that the credit was applied.
As acknowledged by the patient, the insurance company advised him that he was responsible for a copay. Had the patient made payments on the undisputed portion of his balance, the account would not have moved to collections. Notices were sent to the patient on 11/12/2023, 12/12/2023, 01/11/2024.
With no payments received by the patient and no monthly payment plan established on the account - it was placed with collections on 01/20/2024. The patient can resolve his balance with H&R by calling ************.
Customer Answer
Date: 05/01/2024
I called the Banner Baywood billing office on several occasions prior to 01/23/2024 to get my $101.57 overpayment to ******************* applied to the Banner Baywood account to lower the amount owed from $428.86 to $327.29 unsuccessfully. Prior to these calls to the Banner Baywood billing office, I called *********************' office to get the $101.57 overpayment refunded to me but they had not taken any action. On 01/23/2024 it seemed that Banner Baywood did not want to deal with this situation anymore and transferred this account to their debt collector H&R Accounts. I have not gotten into a payment plan with Banner Baywood, nor H&R Accounts, until the $101.57 overpayment is either credited to the Banner Baywood account or refunded to me. Once H&R Accounts became involved I enlisted my Medical advocate, Included Health, to act on my behalf to deal with both Banner Baywood and H&R Accounts to get this matter resolved. As of this writing, May 1st 2024, I have yet to receive an updated itemized invoice from either Banner Baywood, nor H&R Accounts, showing that the amount now owed is $327.29 and not $428.86. I would gladly resolve this bill once I see that my overpayment has been applied to the Banner Baywood account, or refunded to me. So I can confidently say that Banner Health is mistaken. I have tried every avenue I can think to get this matter resolved, but it is quite apparent that Banner Health has no interest in resolving the overpayment. Once I receive an itemized invoice showing the new amount owed as $327.29 then I will start a payment plan with H&R Accounts to resolve this matter.
Business Response
Date: 05/03/2024
Banner has printed and mailed the requested statement to the patient
Initial Complaint
Date:04/29/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Banner Ironwood forced us to make a nearly $3000.00 payment the morning of our babies delivery even though our deductible had been met. They refuse to refund our payment and for two months they have stated that due to a cyber attack they havent received my insurances *** or payment. Myself and my insurance have called several times, resent the *** and payment but Banner is stating they are unable to apply these to my account.
Business Response
Date: 04/30/2024
The patient's concerns were escalated for review by management. The refund was submitted today. It may take the issuing bank of the patient's credit card 3-5 days to update the credit in their system.
Initial Complaint
Date:04/29/2024
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.
My mother when in to the hospital at banner baywood last Sunday and they took a pad with handles on it and I got it from Amazon 34 dollars she had it when she was in the er banner cant find it and they are being very rude and I feel they should reimbursement for losing it
Business Response
Date: 04/29/2024
Please provide the name, DOB, and date-of-service for the patient so we can look into your concern.
Initial Complaint
Date:04/25/2024
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.
After seeing the ** doctor 3/29/24, I returned the next day 3/30... to have a cyst on my ear drained, told if it should get any worse or pain returns to come back.... took the advice of the physician who saw me (to put magnets on my ear) and due to that almost lost my ear. Well, the next day I return because it got severely worse, even the individual working the intake commented it looked twice as bad as the day before, and told that the physician on duty that night would be able to get everything solved... *****... well, when I finally saw this *****, I was told nothing we can do, you'll have to find another doctor, but they were kind enough to say that if it gets worse, I should return, even noted a reference on the discharge I may be just seeking meds, ...even with me stating I'm an addict/alkie in recovery (with several 24 hrs)... we all know that wasn't going to happen... doesn't take a couple letters after my name to know they're playing a game here, these thieving crooks in white coats. I ended up having to wait a few days to see an actual ENT physician, who as he phrased it "I am going have to do field surgery here to try to save this", after close to 2 hours of numbing, cutting into, scraping clots, rinsing with peroxide, vacuuming out the pocket he stitched a gauze pad to my ear to hold it together and contain the seeping, a week later, my ear was looking much better thanx to ************ in ********. I will say it was really nice of Banner to not only come close to costing my ear, but also send me a $885 bill just to tell me to go home we can't help.... this ***** is a sole to stay clear of as is this hospital that condones this behavior.
Business Response
Date: 04/26/2024
We are so sorry to hear about your experience. Please reach out to our Patient ******************** if you would like your concerns to be investigated and to request a bill waiver for your visit.
Customer Answer
Date: 04/26/2024
in the message sent there was nothig to agree to or reject...
Business Response
Date: 04/29/2024
Due to HIPPA privacy laws, we are unable to discuss any care information with you in this setting. Please contact Banner Health Patient Relations so we can better assist you with your complaint. Through this complaint process, we will be able to thoroughly investigate your care and submit a request for a bill waiver on your behalf. Again, due to HIPPA privacy laws, this process cannot take place through this setting.
Customer Answer
Date: 05/01/2024
The photos show what was caused by your doctors advise and care and following *** told there's nothing you can do but come back tomorrow it gets worse, as was I almost lost the top of that ear.... the fun of this is.... I've been to your site, tried to find the portal you reference, and all that happens is it takes to ways to pay a bill, nothing about a patient relation or an email address to contact, phone numbers to call bill representatives, if you cannot discuss in this format how is it you can discuss it over the telephone???... I have written an email to an email address I saw in another complaint and will see if that generates anything... so far, it's a major run around probably trying to protect a hack of a (in name only) doctor. Right now, it's appearing my best route may be to contact an attorney for injuries sustained and pain caused by poor treatment..
Initial Complaint
Date:04/25/2024
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 5/8/23- I went to Banner Health ****** **** due to severe nausea/vomiting/dehydration. When I arrived I gave the clerk/admissions employee my name, ID, and insurance card. All items had my correct name ***********************. She "scanned" them in and gave me a wrist band. I pointed out the last name was incorrect but she said it would be fine and I was escorted to a room. I was treated and left w/ no complications same evening. 8/22/23 I received a for charges totaling $9,235.30 and them some stating my insurance was denied. Calling them and my insurance to determine it was because my name was incorrect. So numerous attempts/ phone calls/ hours on the phone/ and emails sent to correct this with them. They finally got my name correct after 11/2023, but stated my insurance still denied them. According to my insurance they never submitting a claim. Multiple three ways call w/ insurance and banner, multiple attempts to resolve and even a 3 way conversation with two supervisors blaming each other with me on the phone. It has yet to be resolved and Banner seems to have zero disregard to try and correct it. My insurance has stated they sent a check and I should only owe ****** But Banner denies that and insists I owe them the near 9500 dollars I do not have. This has honestly frustrated and traumatized me beyond what I thought possible. Numerous work lunches and days off spent on hold and with people who frankly don't appear to care. At this point I'm now afraid to ever get hurt or need a doctor again. A small mistake can ruin a life spent staying out of debt and doing what I was suppose to do. I'm emotional because this is emotional for me, this is personal, this is my life and future.
Business Response
Date: 04/29/2024
The patients account was escalated for review by management. The balance has been adjusted to show patient responsibility of $458.14. Banner will send the patient an updated bill.
Initial Complaint
Date:04/15/2024
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.
The incident happened today, April 14th at 10:39-11pm I came to the ** for treatment for severe pain and excessive vaginal bleeding. I was in so much pain I was crying. The lady at the front check in desk got me checked in really fast but there I proceeded to sit in waiting are for 20 min. While I bawled my eyes out crying from pain. A lady was sitting next to me and was perfectly fine she was laughing looking at her phone she was fine. And they came and got her back. I proceeded after about 15 more minutes to go ask the desk lady how long itll be. And she gave me an attitude and said I have no clue I said is it going to be another like ***** min she said probably she couldnt tell me anything until there was a bed free. So Im sitting there in excruciating pain after being sent to the ** in the first place because a nurse told me to go and I just left because why am I going to suffer in the waiting room when I can just bleed and suffer in my bed since nobody wants to get be back there before some un urgent case who was literally fine. She was fine. And I was bawling my eyes out in pain.
Business Response
Date: 04/15/2024
Were sorry to hear about the patients experience in our E.R.
Because our emergency rooms treat escalated levels-of-care, we must prioritize treatment based on the needs of our patients.
Regarding the patient mentioned by the complainant: the outward demeanor of a patient doesnt always reflect the level-of-urgency of their treatment. A patient can be calm but the need to treat them may be critical.
The hospital staff makes every effort to meet the needs of all our patients. An unfortunate condition of a facility that handles elevated levels-of-care is that patients may have a longer wait. We regret that we did not meet the patients expectations.

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Banner Health is NOT a BBB Accredited Business.