ComplaintsforBanner Health

• 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. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  8/18/23 saw ***********************. Paid $169 at time of visit. Was billed for $276.68 for *** Code ***** OFFICE O/P NEW MOD ***** MIN. I was in the exam room for no more than 30 minutes. The time I spent with the doctor was no more than 20 minutes. Your billing pricing does not match your service level. 7/25/23 saw ******************************************. Paid $80 at time of visit. Was billed for $181.92 for *** Code ***** OFFICE O/P NEW LOW ***** MIN. I was in the exam room no more than ********************************************** was 10 minutes. Your billing pricing does not match your service level.Based on you Direct Pay Pricing chart, sufficient payments have been made for the above services (or lack thereof) I received.I have seen other neurologists and have paid $97 for a visit and received much more care and information than your Banner Health doctors. Please consider a write-off of $107.68 for the services I did not receive from ***********************, and $101.92 for services I did not receive from ******************************************; and we can call it even. As for the following overcharge from Banner Imaging, I would like you to send me an updated invoice with the correct total charge of $549.89. On 6/3/23 I received several imaging tests: *** Code ***** was the code I was told by the Scheduling Lead, ******. She stated the cerebral/carotid **A was one exam and the *** Code ***** is a combination code and it is treated as one procedure. Yet, I was billed for an extra *** code of *****. The pricing on the **s for cervical, thoracic, and lumbar spine appear to be accurate ($343.77). However, the ** Angiography for combination code ***** cerebral/carotid should only be $206.12.

  Business response

  01/18/2024

  The patients concerns were escalated to management in Banners ****************** After review, it was determined that the coding was appropriate for the service provided. Coding can be based off the time spent with the patient or on the medical decision making.
  For an account to be coded based on time, a specific statement from the physician about time is required. If there is no specific documentation of time, the coding will be based on medical decision making.
  Neither **************** nor ************ documented time in the office note. The coding was based in these cases on the medical decision making. Subsequently, the records support the coding used for these services.
  The coding for the Imaging account was also reviewed by ***************** and determined to be appropriate. No changes to coding were made.
  If the patient needs help managing her balances due, Banner offers monthly payment plans. She can also apply for a reduction of the balances through Banners Financial Assistance Program. An application can be obtained at bannerhealth.com. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 19, 2023, Banner Thunderbird Hospital set up a auto debit transaction for $80.92 to be withdrawn every month for 12 months. The *********** had occured. I had to cancel the procedure due to health issues. I called my doctor's ******* Desert West OBGYN, and the hospital. Both said the first charge would be reversed and no other charges would happen. I've called the hospital, 2 more times since and they said they would take care of it but it still has not been reversed.

  Business response

  01/12/2024

  The patient paid $80.92 on 12/19/2023 with the card ending ****. A $80.92 refund was initiated by Banner on 12/22/2023 to the card ending in ****. The patient can confirm this with her credit card company. The transaction ID is ********.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/16/23. Banner ************ Southern & *******. My insurance card clearly states my copay is $60. The girl at the collected $75. I asked why and she said for deductable reasons. I called my insurance carrier and they said NO reason to over collect. My copay does not count in the deductable,; never has. I filed a complaint with Banner 11/29/23. As of 1/7/23, no refund.Copy of complaint: Thank you for contacting the MyDocBill Billing Support Team!Your request has been assigned to a specialist with case tracking ID *********** is our goal to resolve requests as quickly as possible, but please allow 1-2 business days for a response. Depending on the complexity of the request, some cases may take additional time.Have a great day!The MyDocBill Billing Support Team ref:!00D3006cpw.!500Hn01cGK7e:ref

  Business response

  01/09/2024

  The patient's concerns were escalated to management for review. They initiated the refund of the overpayment today. It may take 3-5 business days for the issuing bank of the patient's credit card to update the patient's account

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been trying to get a billing issue resolved since May of 2023. After a stay in the hospital my daughter received some medical bills, they were not correct as the insurances had not been billed correctly. They have now been billed to insurance and insurance has paid. I have copies of the EOB's and Banner did NOT reduce the amounts down to insurance allowed amounts and are balance billing. All amounts due according to the EOB's, have been paid in full by my daughter, but one of the bills has been turned over to collections for the exact amount that was an insurance discount/ disallowed amount. I have spoken with numerous representatives at Banner, and yes I have gotten names and dates for every phone call. I have spent hours hours on the phone trying to get the issue resolved. I have gotten BCBS involved twice, regarding the same issue. Every time I speak with someone in central billing I am told that the issue has been escalated and that they cannot do anything and to call back in a couple of weeks, since it has been forwarded for review. They did acknowledge a credit that was due on the physician side and that they could refund that amount. I asked them to apply it to the hospital side since it is the exact amount due. As of yesterday they are saying that they did apply the credit of overpayment since the allowed amount hadn't been reduced, but that there isn't a payment on the account to be transferred to the amount in collections. I have also asked for the money to be refunded and then my daughter could pay the collections on her own. I have asked to speak to supervisors but have gotten no where. How can they in good conscience turn someone over to collections for an amount that they have a credit for in a different department????? I am truly at a loss. How difficult can it be????? Horrible business practice in the billing department!

  Business response

  01/09/2024

  The patient's account was escalated to ****************** for review. The correct adjustment is being applied and the account will be removed from collections. The patient will be sent a zero-balance statement.

  Customer response

  01/11/2024

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

  Customer response

  05/10/2024

  Hello,
  
  I am rejecting the business' response regarding Complaint ID#******** as there has not been a complete resolution. My daughter is still receiving collections letters. The amount that had been sent to collections totaled $196.88 and included 2 invoices, one for $153.67 and $43.21. My daughter had a credit for $196.88 on the physician side of billing that needed to be applied to the outstanding hospital side (portion) of billing. 
  
  According to Banner Medical billing **** there is now currently a  zero balance due for this account, however according to Wakefield collections there is still an outstanding balance of $43.21. *********** records show that the amount of $153.67 was removed from them on January 15th, 2024. Which was after the initial BBB complaint. I spoke with Banner Medical billing on January 24th, 2024 and was told that the account is no longer in bad debt and I inquired about the amount still outstanding with *********. The representative stated that he would forward the issue to have it corrected. It has not been corrected. 
  
  I am asking for complete resolution with the final amount being removed from collections and a zero balance statement being issued as stated in the business' reply to the original complaint. 
  
  I have attached a copy of the latest invoice from ********* collections, reference #**-2354341412. The billing information is for *******************************, Banner billing account  #********.
  
  Thank you,
  ***********************
  

  
  

  Business response

  05/10/2024

  Banner can confirm that the patient has no open balances with Banner. Management contacted ********* and advised them to update their system to show a zero-patient-balance. Management also advised ********* to send the patient a letter - confirming that she has no remaining Banner balances with Wakefield.

  Customer response

  05/15/2024

  
  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.

  I also ask that Banner representative follows up and confirms/verifies with Wakefield, that the resolution has in fact been made. 

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

  
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My doctor at ********************** refered me to Summit Physical Therapy, a Banner facility. I was told everything was good with my insurance so I started pt on 4/17/23 and was scheduled thru the end of June. In mid May I got a call from ****** at Summit pt saying she made a mistake and they dont take my insurance after all. The rest of my appts were cancelled and ****** told me not to worry. She promised that it would all get written off since it was her mistake. In June I got a bill from Banner saying I owed them $3000 for my pt. By August it had already gone to a collection agency. I have contacted Banner but they say they wont write it off. I contacted ****** again and she promised to deal with it. Then I got a call from Banner saying ****** denied everything. I felt like they were calling me a liar. So I called ****** again, crying. She assured me that she never denied it to them. She told me that she tried and tried but they just refuse to write it off. I had to leave my job as a bank teller in July because of the pain. Now I need back surgery. I just want my bill for $3000 written off. I should not and cannot be responsible for this. This was not my mistake. What they are doing is just not okay.

  Business response

  01/04/2024

  The patients primary insurance was billed and denied for coordination-of-benefits. The patient coordinated her benefits, and her claims were processed through her primary. In the interim, the patients account went to collections. As a result, the 2ndary insurance was not billed.
  Banner will recall the account from collections and bill the patients 2ndary insurance. If the insurance denies, Banner will write off the balance. If the insurance pays, any unpaid portion will be adjusted. Either way, the patient will not have a remaining balance. 

  Customer response

  01/05/2024

  
  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

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Banner clinic in ********, ** on 7/12/2023. Appointment at **** and I went to the clinic to receive a meningitis vaccine. I had never been to this clinic before but had no concerns other than the immunization. According to my medical record, I was logged into the computer at ****. I sat in the lobby with my friend for several minutes while completing routine paperwork, then was called into the back by an assistant before completing the paperwork. The assistant took my ********************* and placed me in a room. I waited there for a few minutes before ******************, D.O. walked in. He asked me a few questions, listened to my heart and lungs, and left the room. He was in the room for about four minutes. A few minutes later, the assistant returned to the room and gave me two injections. I was then told I could leave. I was in the facility for about 20 minutes. According to my record, the physician signed his note at 1421.A few weeks later I received a bill from Banner Health for $269.82. I was surprised to see that the total charge for the visit was $383, with Cigna covering only $113.18. I brought this to my father's attention who noticed the physician billed for a level 4 visit. According to the American Medical Association, a level four visit (*****) is an "office visit for a new patient with a progressing illness or acute injury that requires mediCal management or potential surgical treatment." The visit requires "a moderate level of medical decision making" or "***** minutes of total time is spent on the date of the encounter." According to my medical records, he noted that I had a peanut allergy and asthma so ordered an epidural-pen and albuterol, which I did not fill because I have these at home. I don't believe this visit met the requirement for a level four visit and should have been billed lower. I contacted ***** who agreed that the visit was coded too high. I contacted Banner who said they would look into it, but only sent me another bill with the same amount.

  Business response

  01/03/2024

  The patients account was sent to management of Banners Coding Team for review. It was determined that the coding was appropriate and consistent with the physicians documentation.
  Coding can be based on time - or - based on the medical-decision-making. When based on time the provider must document in the note the time spent with the patient. In this case however - the level was based on the medical-decision-making of the provider.
  The provider addressed the chronic issues of peanut allergies and asthma which is moderate and did prescription drug management.These two fall in the moderate level which support billing a ***** CPT code.Subsequently, there were no changes to be made to this coding.
  The patients insurance was billed, and the contract adjustment was applied. The insurance did pay a portion of the balance but applied $****** to the patients deductible. This ****** is the patients remaining balance.
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As can clearly be seen in the attached pdf of the email, I PAID for the service at the time I received it. Yet I just got a bill for that same service in the mail for the exact amount already paid. Banner has been terrible to deal with and it continues to get worse. While I liked my doctor I don't think I can stay within the Banner system.

  Business response

  12/19/2023

  The patient was sent a bill in error. His payment posted to his account. He now has a zero balance. 

*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. ↩