ComplaintsforBanner Health

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband, ***********************, was seen on 11 May 23, at a Banner Clinic where he received a few vaccinations that were covered in full by insurance. My husband received 3 invoices from Banner Health stating he had a balance of $212.30 due from the Hep A vaccine being administered. With each invoice received, I contacted my insurance company, United Healthcare, and Banner Billing (**). On my 1st call to **, they forced me on a payment plan even though I told them I didnt need a payment plan and that my insurance would cover all charges. My insurance confirmed coverage and stated the balance was paid in full. Calls to ** stated they still showed a balance due. On the 3rd invoice received, I was told by ** that I needed to file a claim with ******** Part D, and if my husband would have received the vaccine at a pharmacy instead of Banner Clinic, the pharmacy would have known how to bill it. It was a very rude assumption that I should have known to go to a pharmacy rather than Banner Clinic to receive the vaccination. All requests to speak with a supervisor at ** were ignored. Each time, I was told a supervisor was not available and that a supervisor would call me back. Ive never received a call back. On June 16, 2024, I filed a claim with Optum Rx as instructed by Banner Health. On 27 Aug 24, my husband received a call from a collection agency. I immediately contacted United Healthcare and was put on a conference call with an Optum Rx claims agent, that assured me the claim had been paid in full. I then called ** to confirm and was told it had not been paid and that there was still an outstanding balance due. When I requested a conference call, I was told by the ** *** that she did not have the capability to do a conference call. Banner Health states that the error was not theirs, that it was a United Healthcare error. Banner Health needs to make this right and reverse the filing to collections, as it will negatively impact our credit and it was not an error on our part.

  Business response

  09/06/2024

  The patient's account was removed from collections and forwarded back to Banner's insurance billing department for further review

  Customer response

  09/06/2024

  
  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

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I am a United Healthcare member and was treated by multiple doctors over a 3 year period as I was being treated with COVID Long Hauler symptoms impacting my lungs, heart, nervous system and more. My Banner neurologist referred me to *********************************** on 10/18/2022 (claim ID *********** for testing and received the results on 10/30/22 (claim ID ***********. The claims were sent from banner to UHC.On 06/18/2024 I received an update on my credit report that the matter wasnt resolved. It said that I had two bills sent to a collections company called ********************** in the amount of $703 and $599, the same amounts of the Banner bills that should have been resolved. I had never once received a bill from a collection company or would have called them to let them know what happened, yet my credit report was impacted. I then immediately called UHC where they transferred me from their medical to behavioral. She then advised that they had reviewed the coding and confirmed that they coded the bills correctly and that Banner was the party who miscoded the billing from the beginning thus the reason it bounced around and was never resolved within UHC. I called Banner to confirm whether this was accurate or not. I spoke with ******* and was transferred to ********* at *************** and explained the history of events. She said the bill was never paid by UHC because of coding and told me that she will refer to a team for coding review. I am now stuck in the middle and took a 50+ point drop in my credit score due to these two bills that were never coded/billed correctly. I have paid all of my other medical responsibilities and take this matter seriously. I am hoping that Banner corrects the billing by either re coding or absorbing the incorrect billing statement and by also retracting the bills they sent to a collection company to make me and my credit score whole. Thank you,*****

  Business response

  08/29/2024

  Banner escalated the patients accounts to management of our ***************** for review.
  It was determined that the coding for **************** dates-of-service 10/30/2022 and 10/18/2022 can be changed and rebilled to insurance. Banner has advised the collection agency to remove these accounts from active collections.
  The patient has a third account - for ******************** date-of-service 10/25/2022 that is also in collections. The coding was reviewed for this service and determined to be appropriate per the medical documentation. 
  The patient was billed for this service 11/11/2022, 12/26/2022, and 02/09/2023.
  When payment for this date-of-service was not received, it was placed with collections on 04/26/2023. This account was placed with collections appropriately per Banners billing process. The patient can resolve this balance by contacting the collection agency Wakefield & Associates.  

  Customer response

  08/30/2024

  
  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 was unaware of a third bill and contacted Banner central billing to discuss then was transfered where I paid that 3rd balance in full. I will wait for the business to perform the actions they stated above for the two bills outlined in my original complaint and and, if it does, will consider this complaint resolved. Thank you.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Banner ran my insurance claim through incorrectly (not itemized, sent to the wrong address). On 7/17/24, a ***resentative from my insurance office and I were on the phone with Banner Central Billing for over an hour. My insurance *** explained what Banner needed to do to get the claim paid. Central Billing told us to wait one month. I received another emailed bill and another paper bill, so on 8/15, I called Banner Central Billing and found out that a) Banner was about to send me to collections, and b) Banner had not done anything to resubmit the claim correctly. I asked the Central Billing ***, "Banner is threatening to turn me over to collections for a mistake Banner made?" She confirmed that yes, because the bill had not been paid, even though there were notes in the file that it was Banner's failure to submit the insurance claim correctly and they had not done anything to correct their mistake in the month since it was brought to their attention, they had sent me three paper bills, so collections was the next step. She set me up on a payment plan for the whole amount, which I agreed to only because I did not want to be turned over to collections. She told me that any money would be refunded after the claim was paid; I told her that I did not believe this, given that they have screwed up an insurance claim for 5+ months, and, after it was brought to their attention, sat on it for another month. She also said that she was escalating the complaint (I never did figure out to whom), and that I should check back in 2 weeks. I am now on a payment plan to pay $1486.96 that I do not owe, and I am only paying it to avoid being sent to collections. What is the point of having insurance if Banner does not bill insurance correctly and instead turns around and threatens insured patients with being turned over to collections if they do not pay the entire balance out of pocket? So, four weeks after the first call, now another Central Billing agent will "work on it."

  Business response

  08/22/2024

  Banner has placed a hold on the patient's account. Her concerns were escalated to management in our insurance billing department. A courtesy appeal will be filed. If the insurance continues to deny Banner's request for payment, we will write off the balance

  Customer response

  08/27/2024

  
  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

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an anxiety and adhd evaluation at the beginning of December 2023. I was not called in to go over results until February. Once the in-office review was done, I was told that the office would contact me about the next steps of setting up appointments. It is now the middle of August 2024 and I have not had a single call from the office of behavioral health. I have called and left messages, general and specific to the doctor, and still no forward movement. It has been 8 months since the diagnosis. Why does the care stop there?They found my problem and then dumped me to figure it out myself.

  Business response

  08/14/2024

  We are so sorry to hear about your experience.  You should be hearing from a staff member in the next day or so to discuss the concerns and to see how we can assist.

   

  Banner Health

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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

  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.

*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. ↩