Business Profile

Hospital

HonorHealth

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Complaints

This profile includes complaints for HonorHealth's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

48 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/21/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 17th, 2025 I visited the Honor Health *********** S.************, in ****. I went there for an x-ray for a back injury, the Physicians Assistant looked at the bruising and said he wouldn't treat me I needed to go to the *** He wrote me a referral, that was it. I then received a bill for $365.52. My insurance initially denied the claim because they needed me to sign a form saying the injury wasn't part of an accident that there would be outside claims for. I returned the form and my insurance company then updated the claim to reflect that I now owe $143.57. Honor Health have continued to send a bill for $365.52. I called them on June 23rd, 2025 and I explained the situation and I sent them the copy of my insurance EOB showing I owed $143.57. They ignored this and are insisting I owe the full amount. They have now threatened to put this is the hands of collections. I will not pay it. I will take them to court. Their billing practices are a disgrace and it is easy to understand why ********** Blue Shield can not reach an agreement with them. I have never before been on the side of an insurance company but looking at the bills I receive from HonorHealth I believe their billing practices are unethical and need to be investigated.
Business Response
Date: 07/21/2025
Hi, thank you for taking time to share this feedback. We would appreciate the opportunity to connect you with the ************************** team to discuss your concerns. If youre open to a conversation, please email your contact information to ***************************************************************.
Customer Answer
Date: 07/21/2025
I have already tried this route and you have nor adjusted the bill. I have also sent a message to billing services within the My Chart Portal. Until such a time as you bill me the correct amount I will not close out this case.
Business Response
Date: 07/25/2025
Our billing team has reached out to the patient and have posted her EOB. The balance on there is now the correct balance and they also reset her statement level to 2. Our billing team has left a voicemail to the patient.
Customer Answer
Date: 07/25/2025

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
Date:06/24/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/24/25 I had an echo done on my heart for a congenital issue. I was told by my provider that it was a preventative procedure.I called HonorHealth billing to get a price estimate prior to the service and was told I would incur no charges as this was a preventative procedure and fully covered by Medicare.When the bills came in, they went against my deductible. I called to ask why since I was told no charges would be incurred and the representative said she would have the codes reviewed.After the code review, there were changes to the physician's charges, but not the facility.HonorHealth resubmitted both ********** insurance company immediately sent back a notice that they wouldn't pay the second set of facility charges as they were DUPLICATES. The original facility charges are STILL being processed.HonorHealth then charged me the full amount. I call up and am told that they are charging me because my insurance refused payment. I explain that they only refused payment on the DUPLICATE, they are still processing the original.Honor says, if you get your insurance to contact us and confirm, we'll change the status of your bill. I do just that, yet the bill remains the same.I call back, ask to speak to a supervisor and am told that she will contact me. I hear nothing ******* I call up, speak with a supervisor and explain the mess. She says, "I'll review and call you right back". I've receive nothing, so I call back. I'm told that I can't speak to the supervisor, but they have issued an emergency priority and asked her to call me back.I've received ********** I now have a bill coming due that is incorrect because of an HonorHealth billing error, I've done all of the leg work to prove to them they are incorrect; yet I still have the incorrect bill and no communications.All I want is that the current facility bill be put back into "pending insurance" state or simply removed so that my account does not have a bill with a late designation on it.
Business Response
Date: 07/02/2025
Our financial team has contacted Mr. ****** multiple times to address his concerns. They are going to get the ***** payment posted and he will pay the remaining balance. Thank you for your patience.
Customer Answer
Date: 07/02/2025
I returned HonorHealths call. I needed to explain my entire situation again to the same person, ********. She promised me that she would call me with an update by the end of the day. I never received any call or update. Now the incorrect bill is in late status on my account yet my insurance provider has remitted payment to HonorHealth for their portion on 6/21/2025 at 7:00pm.
The issue has not been addressed as of 7/2/2025. I'm not satisfied with HonorHealth simply stating that the issue has resolved because it is not. I need to see the current erroneous bill removed from my account. This is all caused by HonorHealth mistake in the first place, and I should not have to deal with this.
Business Response
Date: 07/10/2025
It looks like the payment has been posted to Mr. ******** account so we have done everything on our end.
Customer Answer
Date: 07/13/2025
HonorHealth billing has put us through 2 months of
unanswered phone calls or endless repeating of the problem to
HonorHealth billing. All in an attempt to get HonorHealth to
acknowledge and rectify a problem of their making.
We have faced nothing but resistance, apathy, and a general resignation that 'there is nothing we can do'.
And
now, when everything we have said and verified has finally been
conceded by HonorHealth billing without a single statement of saying, we
are sorry for what we put you through; So when we are asked if we are
satisfied with the response.
I'm sorry to inform you that we are not satisfied and what's more, we are sorry if HonorHealth is satisfied.
Initial Complaint
Date:06/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went into the office for an annual checkup on 06/09 and to ask the doctor about a long standing **************** issue. At the front desk I was told that I couldnt book a checkup and ask about anything else including something like ****************. This is all for billing purposes. Absolutely greedy and ridiculous. All they wanted to do was bill for two appointments. I just waited a month for this one, why not wait another month to address anything else. Profit over Patients should be their motto. I wont be back.I am not interested in talking to the office manager at the *********** location where I was seen because shes extremely rude and would noteven let me speak. She kept interrupting every time I started to speak. She also told me that my doctor was not allowed to discuss medical issues during an annual check up. This is despite the fact that the doctor basically did an annual check up while I was in room. The whole visit was 15 minutes and you guys are trying to bill my insurance 300 and some dollars and then say I owe you $195 for the annual check up. People wonder why there is no trust in our health system and its because of issues like this where money is prioritized over care.
Business Response
Date: 06/20/2025
Hi, thank you for taking time to share this feedback. We would appreciate the opportunity to connect you with the ************************** team to discuss your concerns. If youre open to a conversation, please email your contact information to ***************************************************************.
Initial Complaint
Date:06/07/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 27, 2025, I was hit by a truck while riding my bicycle and was transported via ambulance to the ************** location on mill ave of HonorHealth. I received emergency treatment, was discharged, and provided all requested personal information for billing purposes except insurance details, as I was the victim in this incident and the at-fault partys insurance is responsible.The next day, I retained an attorney at ****************************** to assist with my claim against the at-fault drivers insurance. I provided my case worker, ******, with all necessary documentation, including my discharge form from HonorHealth, the ticket issued by police to the driver who hit me, photographs of my injuries, my physical therapy records, and the ambulance bill, which she was able to retrieve separately.However, despite repeated attempts over the past five months, ****** has been unable to obtain the hospital bill from HonorHealth. Without this document, we cannot finalize and send the demand letter to the at-fault drivers insurance company. This delay has not only stalled my legal claim but has also created unnecessary stress and prolonged uncertainty.This lack of cooperation is unprofessional and concerning, especially given that the hospital bill is a critical piece of documentation needed to ensure that all my damages including medical expenses, physical therapy costs, and replacement of my bicycle are accurately addressed. It also jeopardizes my ability to secure proper ongoing care for the injuries I sustained.I am requesting that HonorHealth immediately release my billing information to my case worker, ******, at ***** ***** Law Firm. This situation has gone on far too long and continues to negatively impact my recovery and legal process.
Business Response
Date: 06/09/2025
Hi, thank you for taking time to share this feedback. We have escalated your concerns to the ************************** team, as well as the Medical Centers patient relations coordinator. We would appreciate the opportunity to follow up with you directly. If youre open to a conversation, please email your contact information to ***************************************************************.
Customer Answer
Date: 06/09/2025
Subject: Follow-Up on *********************************************** Bill from 1/27/25

Dear HonorHealth Patient Relations,

Thank you for your response on my BBB complaint. While I appreciate that this matter has been escalated, I want to be clear about the urgency and ongoing impact of this unresolved issue.

It has been over five months since my case worker at ***** ***** Law Firm, ******, began requesting my hospital bill from my 1/27/25 visit to your Tempe location after I was struck by a vehicle while biking. Despite providing my discharge paperwork, ambulance records, physical therapy documentation, and all other relevant information, we are still missing the hospital bill, which is holding up my legal claim and causing continued distress.

At this point, I am not requesting a conversation I am requesting action. Please release the billing documents immediately to my case worker:

****** [
***** ***** Law Firm
***************************************

If you need a signed release or any additional details, please advise today so I can get them to you without further delay.

Thank you,
***** ******

Business Response
Date: 07/29/2025
This is in regards to Complaint ID # ********. We resolved this internally and reached out to the patient to get him the information, but the BBB marked it unresolved.
Customer Answer
Date: 07/29/2025

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
Date:05/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 10, 2025 I took my mother, **** C. *****, aged 87 (at the time) to ***************** She was given a test that was optional. She paid her $30 copay and left after the test was completed. A month later we received a bill for $192.05 for this procedure. I called and made a complaint about this charge with United Healthcare, her provider. My mother is on a fixed income of $1,600/mo from Social Security only. She is given a ***** credit because of her financial situation and her prescriptions have a cap on them, also due to her financial situation. There is no way an old person should be treated this way. She doesn't know why they charged her and was not told she would have such a large financial obligation for this test. Your help in bringing justice to this situation will be much appreciated. I am her daughter and POA. I am on her medical records as having permission to act on her behalf. Having the BBB look into this situation will bring some peace that help is on the way. Thank you, ***** *******
Business Response
Date: 05/15/2025
Hi, thank you for taking time to share this feedback. We would appreciate the opportunity to connect you with the ************************** team to discuss your concerns. If youre open to a conversation, please email your contact information to ***************************************************************.
Initial Complaint
Date:04/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to resolve my outstanding bill with honor health for over a year after my travel insurance recently denied coverage march of this year At one point they offered a 50 percent discount and after a collection agency called today they refused to acknowledge this they refused to contact honor health and also blocked my number I attempted to solve this Today They refused and blocked my number The address they have a us address *********************************************************************************** I also had a billing from **** and this was settled at a discount due to my travel insurance refusal I am willing to settle I offered them 40 percent They have blocked my number from any phone communication I am willing to settle for 40 percent today I was also in contact with Honor Health a few weeks back I was told the supervisor would contact me within 3 working days This never happened i am willing to resolve and they are not Thankyou ***** ****
Business Response
Date: 04/24/2025
Hi, thank you for taking time to share this feedback. We would appreciate the opportunity to connect you with the ************************** team to discuss your concerns. If youre open to a conversation, please email your contact information to ***************************************************************.
Initial Complaint
Date:03/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Was seen in Feb of 2024, paid bill in June of 2024 with payment arrangements. Met max OOP, just got another statement over a year later that says past due? How is it past due if its our first statement. No one answers the phone for the number listed. Called alternate honor health number and they are fraudulent charges. Said was for 2 other doctors that we did not see. Asked for supervisor and ***** **** up on me. Called back and got ***** ?? who couldnt hear, and put me on hold for 10 min so far. Shameful behavior
Business Response
Date: 03/10/2025
Hi, thank you for taking time to share this feedback. We would appreciate the opportunity to connect you with the ************************** team to discuss your concerns. If youre open to a conversation, please email your contact information to ***************************************************************.
Initial Complaint
Date:02/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since Arizona Cardiology was absorbed by **** have had endless billing problems. I pay the copay on the date of service. Two months later I am notified online and via snail mail that I owe the copay amount. When I go to the office on a Monday (following the Friday of being notified of past due they tell me at the office I have no balance for the previous service.Yesterday, I received an invoice saying I owed the r's fee for the service performed on 12.30.24 ($567) and it was past due.A Junior high accounting club could not do worse than HH billing department. Thank God the Doctors are more competent than the billing departmen!
Business Response
Date: 02/25/2025
Hi, thank you for taking time to share this feedback. We would appreciate the opportunity to connect you with the ************************** team to discuss your concerns. If youre open to a conversation, please email your contact information to ***************************************************************.
Initial Complaint
Date:01/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
HonorHealth Urgent Care
***************************
Surprise, AZ 85388
Business Response
Date: 01/22/2025
Hi BBB, the complaint filed by the consumers is not for *********************** located in **********, ** but for another business. This is not our complaint. Please close this complaint as resolved and refile with the correct business for resolution. If there are any questions that we can answer please call *********************** at **************. Thanks.

Customer Answer
Date: 01/28/2025
I had been incredibly sick for a few days and woke up at 5:30am on December 22, 2024 and couldn't take it anymore. I looked up "urgent care" on Apple Maps and found one that said "open 24 hours" no clarification other than that. My mom drove me there and we checked in at 6:30am. I was seen by a doctor *** was kind enough but he essentially said that he thought whatever I had was viral and he recommended water and rest. He did offer to have me tested for strep, RSV, Covid and the flu but said that 3 of the 4 were viral and didn't have any treatment so I declined. He said that strep could be treated if that is what I had so I agreed to that swab (it came back negative). I wasn't offered any additional care after that.. no fluids.. no prescriptions.. As I was discharging (the very END of my visit) the lady working on my paperwork had me sign a paper explaining that the building was both an urgent care and an **. I was assuming she was explaining that it was capable of treating higher level cases since it was also an ** but I was 1. Incredibly ill while being told this and 2. Wasn't offered the chance to read the paperwork for myself. About a week later I received a bill for $2,700+ due to my visit being charged as an ** visit. Apparently the urgent care didn't open until 7am and I was checked in at 6:30am so I was billed as an ** VISIT. After running it through my insurance I still owe $1,500 to them. For a strep swab and a "feel better soon". This has to be a joke. I called to ask for an itemized bill and ask for the billing department to look at recoding my visit due to the RIDICULOUS nature of the bill and it was declined. I can't afford this bill and it's absolutely absurd how taken advantage of I feel. I was NEV** told about the hours being different for the urgent care versus the ** and if I had I would NOT have checked in prior to 7am. My insurance already paid them $1,200 and they're still issuing the bill to me for over $1,500.
Business Response
Date: 02/21/2025
Hi, thank you for taking time to share this feedback. We would be happy to connect you with the ************************** team to discuss your concerns and provide clarification regarding your bill. If youd like to speak to someone to address these concerns further, please email your preferred contact information to ***************************************************************.
Customer Answer
Date: 02/24/2025
I spoke with the billing department of the HonorHealth location that I visited and they sent me an itemized bill. That does not negate the fact that the billed amount is outrageous for NO services provided. The billed amount should directly correlate to the level of care provided, NOT the hours at which you check into the facility.
Initial Complaint
Date:01/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hospital held me passed the 72 hours hold against my will, denied me physical therapy for my spinal injury. Said I looked like a terrorist. Fabricated story to have me searched physically and my property. Started on 12/28/24 to 1/5/25. Has not returned any of my medical devices.
Business Response
Date: 01/08/2025
To whom it may concern, we are in receipt of your correspondence complaint ID ********.
Patient Relations will be following up directly with this patient to address his quality-of-care concerns at HonorHealth **** C. ******* Medical Center through our formal grievance process.
***** *.
Patient Relations Representative
Administration
HonorHealth ********************************* Center
**************
***************************************************************************

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HonorHealth is NOT a BBB Accredited Business.