ComplaintsforBanner Health

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was told if I pay the bill for my hospital stay I would receive a 25% prompt pay discount. I wrote 2 checks totaling $42,389.93 from my hospital bed. I asked for a detailed bill. The detailed bill which I received a couple of days later adds up to $53,******. On the top of the bill it says 25 SELF PAY PROMPT PAY DISCOUNT 0025 When I take 25% from $53 ****** it leaves $39,914.70 which means I paid $2475.23 too much and would like it refunded. I phoned and was told I would get called in a week. i heard nothing. I called again and was told to wait 30 days. Again nothing. I phoned and was told they were putting it to upper management and I would get a reply within a week. Again nothing. I phoned this morning and was told she is putting it to her supervisor and they should get back to me within 30 days. I need the money to pay some more Dr. ***** and feel I have waited long enough.My acct. # is ************. I did not include the paperwork by transmitting by computer because I believe I have only paper copies. I will take pictures and mail them to you if you like.

  Business response

  03/26/2024

  The patient's concerns were escalated to management. The refund check has been cut (check number *******) and is being mailed to them.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a medical procedure in August 2023 at Banner University Medical Center. I received my first bill statement from Banner Health in September. I informed them that I could not pay the bill based on the 6-month payment terms offered on their website. I agreed to pay $185/month on a payment plan. I made the first payment on November 16th. The payment was not credited against the payment plan. It was completely misapplied. I called and informed **************** that the payment was misapplied. I was told that the payment went to doctors charges. I explained that all of the charges from my procedure were supposed to be added to the total bill I was paying under the payment plan. I was told that this issue would be resolved. I made additional payments in November and on December 27th, 2023. All of the payments were misapplied (screenshot enclosed).I called in early January and spoke with **************** again. They told me they would perform a records check and contact me with the results. No one called. I checked the account and the balance was changed to zero (screenshot enclosed).The next statement I received was in February 2024 and it was noted on the website that the bill would go into collections. I called **************** again and informed them that I was waiting for the records check results. I was told that I could reinstate the payment plan. I explained that my circumstances had changed and that I couldnt pay the $185/month and requested a smaller amount. I was told that a manager would get back to me. No one called. I called **************** again on March 5th and was told I could apply for hardship, but it would take ***** days to process. I asked what would happen to my account. I was told the account could not be paused while I was going through hardship so it could go into Collections. I asked again for a manager and was told a manager would call me. I asked when will I receive a call, they said they couldn't provide a time.

  Business response

  03/07/2024

  The Total Patient Balance shown at the top of Banner statements can be made up of multiple accounts as was the case with this statement.
  When a patient sets up a monthly-payment-plan on the Total Patient Balance, the payment will be disbursed among the accounts on the statement.
  The patients 9/21/2023 statement included three accounts (detailed on page 3 of the statement):
           ID: *************** for hospital 
           ID: ********** for physician
           ID ********** for physician
  The patients payments were disbursed to these accounts.
  The total number of payments that Banner can set up on monthly-payment-plans is determined by the Total Patient Balance.
  The patient was set up on a 24-month payment plan the maximum number of payments available to our patients. Banner must remain consistent with the payment plans that we offer to all our patients. We cannot reduce the patients monthly payments without extending her payments beyond the 24-month maximum.
  Banners Financial Assistance Program has helped many of our patients reduce their balance. The patient can obtain a financial assistance application by visiting bannerhealth.com or by calling ************.  

  Customer response

  03/07/2024

  I was not informed that my payments would be disbursed among 3 separate accounts. I was told that it would be attached to the total balance.

  I would like one of the following options for a resolution:

  1. Combine ALL of my accounts into one balance to avoid any misapplications of payments and reinstate my payment plan of $185 beginning April 15th, 2024 to allow me sufficient time to make arrangements to begin payments again. OR

  2. Place me on a payment plan with the payments extended to 36 months.

  3. Allow me to apply for Hardship and postpone any collection activity on the account for 60 days to allow of submission of the paperwork and processing. 

  Thank you. 

  Business response

  03/08/2024

  The patients payments were applied to her total balance. The total balance was comprised of three accounts. When she paid towards her total balance, that payment was disbursed among three accounts that made up her total balance.

  
  Banner set up a 24-month payment plan. 23 months at $185.37 and $185.30 on the last month. Her first payment is due 04/15/2024.

  
  The patient can obtain a financial assistance application by visiting bannerhealth.com or by calling ************.  

  Customer response

  03/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I will accept this payment plan on the condition that the payment are posted correctly. If in the future if the payments are incorrect, I will cease from making payments. 

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********************
  
   

  
  

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My aunt, *******************************, was taken to Banner Baywood on 5-FEB-2024 after she fell and broke her ankle. She had her cell phone upon arriveal to the ** at Banner Baywood in ****. Before leaving the emergency room the hospital lost her cell phone. Yes the hospital lost her cell phone, not my aunt. They took her stuff and misplaced only the phone. My aunt is 81 years old, she needs a way to contact someone if she needs help. This happened before, with my dad in 2021, he went to Banner Desert on *************, lost his phone, yet the nurse was able to text me. Lost his phone but after about 15 days in the hospital where they refused to let us talk to him, they faced time us with HIS PHONE so we could watch them murder him. He too fell and only wanted to rule out a broken bone. Instead they murdered him. The cirminal politicians in office in the state of arizona though refuse to investigate. I know GOD will eventually remove them from society in a harsh swift manner. Back to my aunt, she is 81 years old, they lost her phone, it was present in the hospital a day or so after they lost it (found through a find a phone feature), then it must have died. Then whichever employee stole the phone inactivated the service. It was a black ******* flip phone style with a hard plastic see through case. It had all her contacts on it, her only way to call 911, She was moved to ******* to recover from her injury, and on Friday, March 1st, ******** told her she would be going home on Sunday because they were no longer covering her care. She is in NO WAY ready to return to her home, no one is there to care for her, I live out of state. She has a broken ankle that she had surgery on. Her phone was hijacked from the hospital, and ******** is going to put her on the curb tomorrow to find her own way home with a broken ankle. Is this how Arizona treats their senior citizens? Well I guess so, after all you all did allow the INTENTIONAL MURD** OF MY FATH**. NOW i have to worry about what they plan to do with my aunt and other relatives that live down there? Is this bidenomics? AZ is now following the evil pattern California and hollyweird is following. I pray to GOD daily that these evil people are removed from society, and with a harsh stiff punishment. There is power of prayer, trust me. I expect someone to furnish my aunt with a suitable replacement to the phone they intentionally hijacked. It is a senior citizen thing they have gotten into the habit of doing. The Banner health care system is criminal, they should be shut down. I will NEV** forget the blatat intentional murder of my father and the criminal politicians involved with it. Dont' think for a second you all won't be caught.

  Business response

  03/04/2024

  We are so sorry to read the concern you share about the care of your loved one and their lost item.  We suggest you contact Banner Health ************************** to discuss directly with them.  

  Banner Health

  DB

  Customer response

  03/06/2024

  who ever was in receipt of this complaint has the ability to transfer the complaint to the correct department, it is Banners way of dodging the issue. I expect them to forward the complaint to the correct area, not respond as they have and go about their day.

  Business response

  03/07/2024

  In order for your issue to be addressed, you will need to contact Banner Health *************** directly.  

   

  DB

  Customer response

  03/21/2024

  I reject their response as Banner Health ************************** has the phone, they know they took the phone, and a whistleblower has since told me they just keep them, strip them, and sell them. They intentionally murdered my father and thought they could get away with that too, but more whistleblowers are coming forward as to what really happened. They owe my aunt a phone, and I expect them to provide one or the one they intentionally took. Banner Health cannot be trusted with anything.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received bill in October. Selected option for payment plan. Only one payment was taken. Received another bill in January. Selection open for payment plan. Mailed 2 checks to payment address. Received collection notices in the mail. Called on 02/16 and spoke with **** who advised not to pay as there was in error in payment plans and Banner will pull account back from collection agency. Banner would the send me a bill to set up another payment plan. Received another collection call on 02/27. Called Banner and spoke with ******** who stated nothing could be done. I could not make a payment and Banner could not stop collection efforts. I received a text from Banner while speaking with ******** to make a payment and she advised me not to pay. I want to set up a payment plan with Banner and have any negative credit bureau reporting stopped and corrected. ****************************************** DOB 12/15/1973

  Business response

  03/01/2024

  The patient's accounts have been removed from collections. Their balance has been updated in the Banner payment portal. They can now set up their payment online at bannerhealth.com - or - by calling ************. Banner does not report to the credit bureau when accounts are sent to collections. We did not report this on the patient's credit.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a medical procedure on Dec14,2022. Banner Health made several mistakes sending to the insurance company. I paid a bill from Banner Health, that later was discovered that I overpaid. Banner Health has acknowledged that I overpaid. On Nov.23,2023 they said it would take 30 to 45 days to issue me a refund. I never received a refund. On Jan 4, ****, I called, and they said the same thing, it would take 30 to 45 days to issue a refund. I called them on feb,12,****. To find out where the refund was., they still have not issued the refund. I told them that on the 18th of Feb was 45 days and that I would file a lawsuit against them. I don't want to **** them, I just want the money that is due me. Banner Health has agreed that they owe me the money, they just won't send the money. The Banner Health account number is *******.

  Business response

  02/23/2024

  The patient's concerns were escalated to management. His refund has been approved and a check will be sent to him 02/27/2024. 

  Customer response

  02/23/2024

  
  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

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an outpatient surgery performed at Banner Thunderbird Hospital on 7/7/23 which was pre-authorized and approved by my insurance company. Banner Hospital billed my insurance for their portion of the procedure (surgeon and anesthesia claims were processed with no issues). Banner's claim has been denied twice by insurance for improper coding. I have spoken with supervisors at insurance and they have stated that the coding denial is because Banner is coding the surgery as an INPATIENT procedure. It was authorized as an OUTPATIENT procedure. The surgery was performed on an OUTPATIENT basis as authorized. I arrived at the hospital at 6:00AM and was gone by no later than 1:00PM. I was never admitted to the hospital, never stayed overnight. This coding error is clearly noted on the EOB's I have received. I have spoken with insurance several times and they indicate that all claim resubmissions by Banner have never changed the coding. They keep resubmitting the same bill with no corrections. I have made several calls to insurance and obtained a direct provider service phone number and an internal claim number which I have provided to Banner for them to contact insurance to straighten out the matter. They have never called insurance and insist that their coding is correct. Banner has now changed my claim to a self pay status is is billing me for the surgery. I have already pre-paid $2,848.09 toward my estimated portion and they are now billing me for an additional $8,724.58 as a self-pay balance due. This surgery was authorized by my insurance and performed as such. It should be processed and paid by insurance once the coding issue is resolved by Banner. At this point, including the money pre-paid to Banner, I have well exceeded my insurance out of pocket maximum for 2023 and Banner will, inherently, owe me a refund of monies that I've paid to them once the claim is processed.

  Business response

  02/20/2024

  The patients concerns were escalated to ***************** for review. It was determined that while many hernia repairs are performed as outpatient in cases where the defect is larger than 10cm, the patient should be statused as inpatient. Per the coding review, the patient had an inpatient procedure in an outpatient setting. The inpatient code is appropriate per the documentation.
  Banners Financial Assistance Program may be able to help the patient to reduce the balance on their account. They can find an application at bannerhealth.com or by calling ************ to have an application mailed to him. 

  Customer response

  02/22/2024

  Thank you for your response. Your explanation highlights the fact that, although the level/nature of my surgery may have risen to an inpatient only procedure, it does not negate the fact that at no time was I formally admitted to the hospital by any medical provider either before or after the surgery. Hospital admission is required to bill/code for an inpatient-only procedure that was performed at an outpatient facility. It is your responsibility to identify the increased level of procedure and to coordinate admission based on operative notes and/or discussion with the surgeon or other medical providers before I was discharged from recovery. I have confirmed with my surgeon that he never admitted me to the hospital following surgery as he did not feel it was medically necessary. I went from pre-op to the OR to recovery and then home all on the same day. Your response states that It was determined that the patient should be statused as inpatient". When and by whom was this determination made? Is your billing department making decisions about medical necessity and patient care? It was certainly not made by any medical provider involved in my care. Where is the documentation regarding my admission to the hospital? What room did ********? It is my opinion that, at best, Banner Health's billing is inaccurate and/or did not meet the requirements for the codes they are submitting to my insurance. The claim has, therefore, been denied by my insurance and billing of the patient is not allowed under these circumstances. At worst, Banner may be engaging in the practice of upcoding and/or unbundling of services with regard to the claim for my care. You are assigning/submitting inaccurate billing codes in an effort to inflate reimbursement. You may be billing for a higher level of service (inpatient) that was never provided nor occured. This would be fraudulent, illegal and unethical activity which appears to be reminiscent of past activity that Banner Health has engaged in.

  Business response

  02/23/2024

  We agree with the patient that they were not admitted as Inpatient. The setting was Outpatient however the defect being larger than 10cm necessitated the use of the Inpatient procedure code. Coding is based on the medical documentation and was determined by ***************** to be appropriate per the medical records.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently spent two weeks in Banner University Medical Center in ****** **. Soon thereafter I received in the mail a credit card and line of credit statement from a company called *****. The line of credit already had a balance owing of $1,400.00. This amount shows as an unspecified charge from Banner.This credit card account was created without my knowledge or consent. I am very upset by it. My husband and I have both spent considerable time in phone calls to both Banner and ***** to get this resolved. ***** has made it even more difficult by making us wait while they send us a form to fill out. When the form arrived almost two weeks later, it was the wrong form and now the process starts again.We have not paid any money, including the minimum required payment due February 13.

  Business response

  02/19/2024

  Banner escalated the patients concerns for review. We have reached out to ***** to advise them that the $1,400.00 payment is being refunded to *****. Once the refund has been completed, the patients ***** account will be closed. 

  Customer response

  02/19/2024

  I accept the resolution offered: "Banner escalated the patients concerns for review. We have reached out to ***** to advise them that the $1,400.00 payment is being refunded to *****. Once the refund has been completed, the patients ***** account will be closed."

  However, I would like to add a further condition to the resolution: Banner is to review their policies related to signing up patients to credit card accounts such that this (an application for a credit card being made on behalf of a patient without their knowledge or consent) will not happen to anyone else.

  Sincerely,

  *******************************

   

  Business response

  02/20/2024

  ***** is an option to intended to assist patients with managing their account balances. We regret the breakdown in communication that occurred with the patient. It is not our intent to sign someone up for assistance through ***** if they do not want it. The patients concerns have been reviewed by management. We will use the feedback provided by the patient to refine our process to avoid any future miscommunication regarding *****.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited Banner ** at ******** Avenue and ***********, ******, ** on 3/11/23 for a sore knee. I received a bill from Banner Billing and mailed check #**** for ***** right away. One month later I received a late charge. I called billing to learn they did not receive my payment. I wrote another check #**** for $***** and left this one with the receptionist at the ** where I received treatment. Check #**** written 3/30/23 was deposited in Banner account 5/6/23.Check #**** written 4/21/23 was deposited in Banner account 4/26/***** attempts to receive a refund for my overpayment are as follows:* 9/18/23 talked to **** who assured I'd receive my refund in 4-6 to weeks.* 11/20/23 talked to **** then ******** both calls were disconnected when placed on hold.* 2/14/23 Talked to a very pleasant ***** who verified my overpayment, assured a refund **** days * 1/16/24 Talked to ****** - account was transferred to 'escalation', refund end of Jan./early Feb.Each call took over one hour for someone to answer my call. I'm at a loss and hope this complaint to Better Business Bureau can help me.Thank you kindly,*******************

  Business response

  02/16/2024

  The patients concerns were escalated to management for review. It was determined that the patient paid twice but was not responsible for any balance due after her insurance processed claim. 
  
  Banner has processed a $40.00 refund to the patient.  Additionally, there is another credit of $40.00 on her account which has been sent to be processed by the Refund Team.  The refund will be sent to the patient within 5-7 business days.

  Customer response

  02/16/2024

  
  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 ACTIVE until I receive the refund of $40.00 for this complaint.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was billed for services for my son, *****************************, after being told several times by Banner Employees that he had coverage in place through AHCCS (which does not charge for visits). All interactions are referenced in detail below. For Reference, my Account Number is: *********** 6/**/2023, my son, *****************************, was scheduled to go in and see *********************************** for breathing issues. When I called in to schedule the appointment several days before, I asked to confirm coverage for his appointment as I had received conflicting information from AHCCS. The gal on the phone looked up the insurance and confirmed coverage in place. When I got into the office, I asked at the Front Desk at Banner Aspera, upon Check In if they also still show coverage in place. The gal at the front was new, and asked another tenured rep to verify with her. They both confirmed that in their system it showed no term date, and therefore was still in place. We proceeded to see the doctor. When we came out of the appointment, the front desk area was completely empty, lights were turned low, and nobody was to be found. I waited a few minutes to give them my paperwork from the doctor, but nobody appeared. I called out, hello? Is there anyone here to check us out?nothing. So, I left my paper on the desk and left. Less than a month later, I get a bill in the mail for $175.70. I thought this was a mistake and disregarded, as I did MY due diligence and confirmed coverage several times before being seen. I got another bill. I decided to call and follow up on this8/23/2023 @ 10:40am (AZ time): Called ************ and spoke with Money. She said the claim was submitted as Self Pay, but she saw that he was STILL INSURED. ***** told me that she was re-submitting the bill to insurance for payment. Againtold my son was STILL INSURED! I asked how long this would take and she replied ***** days to process, but not to worry as he was still insured and it should work itself out.10/25/2023 @ 1:44pm (AZ time): Called ************ and spoke with a representative in Banner Billing, as I got another bill with a Statement Date of 10/05/2023. I explained what ***** previously told me, and she said that I needed to speak with Central Billing, and transferred me over. They picked up, then hung up on me.11/7/2023 @ 2:23pm (AZ time): Called ************ and spoke w/ Alexandria in Central Billing, as they said that my account was sent out to Collections!!! I explained everything to her, and she empathized, but said that the only way to prevent a ding on my credit was to pay it. So, I paid it in full, $175.70. A couple weeks later I got a bill from Collections and a rather abrupt call asking for money. I told them to talk to you guys, I already paid, and to confirm. She said they dont confirm.In all, I really dont appreciate your representatives giving absolutely false information, and causing me stress around something I was told he was covered for. I would like you to investigate, pull calls and review them (as I know theyre recorded), and see that you guys are WRONG! I would really appreciate your company eating this bill, and refunding me for the false information that you provided on a number of times.

  Business response

  02/16/2024

  The insurance company makes the final determination as to whether they will pay or not. This is not a decision made by Banner.
  Additionally, it is ************** responsibility to know the limitations of their insurance coverage.
  While Banner can check an insurance companys website to see if the patient has a policy, this does not guarantee a payment by the insurance.
  The complainants concerns were escalated to management and the recording of the scheduling call was reviewed.
  During the conversation, the complainant was asked if her insurance was still valid. She responded:
  I dont know. To be honest with you, I got something in the mail that said it was discontinuing and then I got something else that said that its going to run out soon and to continue it, I need to get ahold of them. So, I dont know if his is still in place or if it has expired.
  The complainant acknowledged having received two letters from her insurance - advising that her coverage was ending and that she needed to take action to continue coverage. It was her responsibility to take the steps necessary to ensure that the coverage was in place.
  Banner applied a 30% self-pay discount to the guarantors account. She paid the remaining $175.70 leaving a zero balance. Banner is not able to offer any further adjustment to the account.
  
  ********************** will provide education to the scheduling representatives to advise patients/guarantors that if they are unsure of their coverage they would need to contact their insurance to verify.

*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. ↩