ComplaintsforBanner Health

• Initial Complaint

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  07/01/2024

  Itemized statements will be printed and mailed out to the patient within the next 3-5 business days.

  Customer response

  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

  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 response

  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

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  06/12/2024

  The patient's concerns were escalated to management. An itemized statement has been mailed out to her

  Customer response

  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

  06/18/2024

  The requested documents were sent today - to the email provided in this BBB complaint 

  Customer response

  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

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/03/2024

  Banner has printed and mailed the requested statement to the patient

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