ComplaintsforBanner Health

• 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.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm simply trying to find out if Banner requires appointments for pre-employment drug screens. When you call the Occ Health Clinic in ******************* no one answers. When you call the contact ** number they don't know and transfer to a department not needed, radiology. Please contact ******************* Banner Occ Health and schedule me an appointment if required. If not, tell me the hours they do pre-employment drug screening. We have snow coming in and I have to walk there.

  Business response

  02/09/2024

  You should be hearing from someone in the next business day or two.

   

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a bill from Banner Del E **** Medical Center when I gave birth to my son in December of 2023. Immediately, I noticed "phantom charges." The first item I had noticed that was not supposed to be charged to me I brought up to a representative from their billing department on the phone. First off, the rep. was making up reasons why I would be charged that amount. He told me, "oh that was for the nurse you had... or actually that's the Dr. that helped deliver your baby." I knew this was not the case since I had to pay separately for services from the Dr. who helped deliver my baby already... This was a big red flag that the billing department was practicing unfair medical billing. I then asked him why I was being charged for ******** services when I had a completely natural birth with no pain medications what so ever, before or after delivering my baby. However, I am being charged on my bill for 7 services under pharmacy. These charges do not apply to me. The hospital rep. continued to relay false reasons as to why I would be charged from pharmacy, disregarding the fact that I gave birth naturally, and did not use any medications for pain management during my stay at the hospital. Not even a single ibuprofen. I am appalled at the unethical billing practices that are being performed here. It makes me wonder how many people they are committing this type of fraud to. I also went onto the hospital's website to search the services on my bill under the hospital price transparency pages & could not find a handful of codes that were applied to my bill. I would appreciate my bill to be looked over & taken care of. Any reasonable human would not pay a hospital that practices unethical billing. I am looking into the appropriate people/departments to report unethical billing practices performed by this hospital. This is a serious issue & should not be taken lightly.

  Business response

  02/15/2024

  The patients account was escalated for review by a nurse-auditor. She reviewed the medical records for the disputed charges.
  It was determined that all but one of the disputed charges were supported by documentation in the medical records. The charge for Oxytocin/<=10U 30U/500ML was originally billed as a quantity of six when a quantity of three was supported in the documentation. The necessary corrections were submitted and a corrected claim will be sent to the patients insurance.
  The patient can obtain a copy of her medical records by calling the Medical ****************** of Banner *************** at ************.   

  Customer response

  02/15/2024

  This is not correct. I didnt take one drug or any source of pain medication during my hospital stay. I was offered oxytocin after I gave birth and I said that I didnt want it. I had two witnesses in the room with me. I can have the Dr. who helped deliver my baby confirm this. I was also offered ibuprofen after giving birth and rejected that because I didnt need pain relief and I didnt want to take medication while breast feeding. I never received Benzo-Levmenth either, or Lanonlin, or witch *****. This is considered billing fraud. These charges need to be taken off. I will not be paying for items/pain medications I didnt receive.

  Business response

  02/20/2024

  Banners billing department cannot remove charges that are supported in the medical records. The account was sent to a nurse-auditor for review. Other than the quantity of Oxytocin/<=10U 30U/500ML - referenced in our previous response to the BBB - the charges on the patients bill are supported by the medical documentation. The patient can contact the Medical ****************** at *************** - at ************ - to explore her options for requesting changes to the medical records.  

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was denied services because staff at the location discriminated against me for not being ambulatory and because I'm confined to a manual wheelchair due to me being disabled.

  Business response

  01/31/2024

  Thank you for sharing her experience while visiting one of our facilities.  

  Please reach out to Banner Health's ADA ********** if you wish to have your experience reviewed and investigated.  Your request would need to be in writing and submitted to *****************************************.

  thank you

  Banner Health

  Customer response

  01/31/2024

  
  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

  01/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  To whom this may concern,This is a complaint regarding patient account data requests being ignored willfully, at Banner Health Corporation. In July 2023, I received a signed court order request that my full legal name be changed from "*************************************" to "***********************" (first, middle, and last respectively). Prior to this change, I had signed up for a Banner Health Patient Account with the following email address in my old name **************************** After the name change was completed and Banner was notified of the change at a Banner *********** Clinic, where they stated they updated my patient record to my new name, I attempted to change the email address of the Banner Health account I had already. Banner stated, that I had to sign up for a new account. I decided to do so, as email addresses named after my old identity were discouraged to be used further for future business/legal purposes. I created a new account under the email ********************** and had access to my data.However, I am unable to delete my Banner Health user account under the *************************** email. I have attempted to write to Banner Health customer service through the "Contact Us" page and provided my contact information, multiple times for 5 months. Banner has taken no attempt to write me back and address the concern. The purpose of this complaint to request in writing to Banner Health (again), that my patient account under *************************** be deleted. Having an account with an email address that is not routinely monitored (because of the name change) leads to cybersecurity/privacy concerns, and creates multiple backdoors through which bad actors can steal my health information. Banner's lack of willingness to address this concerning data privacy matter is disappointing. Future litigation may be taken if Banner continues to not act or ignore patient messages (or take action through the US Department of Health and ***** Services for HIPPA review)

  Business response

  01/26/2024

  The patient's complaint was forwarded to management in Banner's ************************** A manager called the patient and left a voicemail message - requesting a callback to discuss the patient's concerns.

  Customer response

  01/26/2024

  
  Better Business Bureau:
  
  I can confirm I have spoken with a member of the Banner Health Corporate team, and received verbal confirmation from a *************************** that my complaint has been serviced. ****************** stated that the Banner Health Patient Portal account in question that was a duplicate, was deleted per my request. I had logged into my already existing Banner Health account per ********************** request to verify the request was completed, and data for my existing account was in tact as expected.

  Given all aspects of the complaint have been serviced, I am writing to the Better Business Bureau to confirm that I am satisfied with the resolution offered by ****************** and Banner Health Corporation. This complaint can now be closed. Thank you.

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

  
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a bill of around $16,500 from banner health from having my baby in August of 2023. We were originally told that we can do a 24mo term, but we decided to set that up and apply for their financial aide. Once we were rejected by financial aide, we called to make the 24mo payment plan (that we really cant afford). We were advised that we only have a 6mo or 12mo term available. A 12month term is around $1375 a month and we simply cant afford that amount on a monthly basis. We were told to apply for ***** (a line of credit) and if we're approved, we can THEN get the 24mo term. We told them that we were already offered a 24mo term, but we were gaslighted and told that can't be because it's their protocol to ONLY provide 12mo terms **** I asked why this is different, I was told that I couldn't have been told that and that it would be against policy and that I've already been told this before.. I ended up applying and getting approved only to find out it's a 10k limit. 10k divided by 24 months was around $420... Still leaves me with a remaining $6500 to do a 12mo plan with banner with is around $545.... So still I would have to pay around $1k per month. They don't provide any further options. I ended up going online to the billing portal and guess what? There was a 24mo term available!!! They caused so much extra stress to me by pushing and pushing to break us financially AND costed me a pull to my credit by telling me I HAD to apply to *****.Side note- weeks PRIOR to having my baby I got a call casually REQUIRING me to pay half of the estimated cost upfront prior to hospital arrival.

  Business response

  01/19/2024

  A review of the patients financial assistance application shows that they are over-income for a reduction of charges.
  Banner reps can offer a 12-month payment plan to patients who need more time to pay their balances. ***** is also offered - to assist patients with managing their bill. In some circumstances, management can approve a 24-month payment plan.
  The patient is currently set up on a 24-month payment plan with Banner 
  (24 x $677.33).

  Customer response

  01/19/2024

  Yes, the problem is that you offered a resolution that is still not a reasonable monthly payment and provided no further options.

   

  The other problem is that we were originally offered a 24mo term by banner on the phone, then when we called 1/18/24 we were told that we were never offered that and that they cant do anything more than 12mo term, yet when I went on the billing portal, I DID have a 24mo option available (that I set myself up on) Which means that your billing representatives were deceitful in their billing practices. Not providing options that were obviously available to me (otherwise wouldnt be listed as an option to chose in my billing portal). The representative tried to pressure me into paying over $1000 per month AND made me apply to ***** to get a 24month term that was ALREADY offered to me. 

  Business response

  01/22/2024

  Billing reps should only be offering 12-month payment plans to patients. In some circumstances, management can approve 24-month payment plans. The patients account has been forwarded to management to review and ******* who offered 24-months will be coached on the proper monthly-payment-plan process.
  Concerning the website giving an option for 24-months: Banner will look at the site for potential corrections so that it is consistent with the monthly-payment-plans that we offer to all our patients. We appreciate the patient bringing this to our attention.
  The patient is receiving the maximum number of payments offered by Banner. She was offered ***** which she signed up for. The patient was also advised of Banners Financial Assistance Program which she applied for. The patient did not qualify as they were over-income. We have no further options available to reduce the patients monthly payments. 

*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. ↩