ComplaintsforBanner Health

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Initial Complaint
11/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Healthcare fraud - Patient Double Charges for Pre-Surgery Appointment. Date of transaction: 9/11/2024 Amount Paid: $335.23 Issue: Surgeon left banner (not patients fault). Banner instucting me to pay the $335.23 again to continue service with another surgeon. Banner committed to provide surgery services to remove cyst in index finger. I (patient) paid $335.23 to meet with Dr ******* ********* for pre-surgery appointment. Banner let me know Dr ********* left Banner and I needed to choose a different surgeon and pay the $335.23 again. I called surgeons office to discuss this issue and they told me it was a different surgeon and I had to pay again to get same service I had already received. They suggested I call my insurance company ***** to understand benefits. ***** said if they bill under a different provider I was subject to paying again. I then called Banner central billing office for a possible billing adjustment. Billing office said they couldnt do anything, it all depends on what billing code the surgeons office uses. I then called surgeon office back to see if medical team could code differently. Office person left a message with medical team to see what they could do. They called me back that medical team said I had to pay again. I dont understand how a surgeon leaving Banner creates a financial burden on the patient. This is wrong. I still have to pay $1,200 for the actual surgery. This was just the pre-surgery appointment.
Business response
11/18/2024
The patient's concerns were forwarded to management for review. It was determined that the appropriate resolution is to refund the patient's payment. The patient should see the refund posting to her credit card within the next 5-7 business days.
Customer response
11/18/2024

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
11/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
WE RECEIVED THIS BILL FROM BANNER DME ON 7/19/2024 REGARDING A DOC BAND HELMET TREATMENT THROUGH ********************. PRIOR TO STARTING TREATMENT FOR THIS DOC BAND HELMET WE HAD TO GET INSURANCE APPROVAL AND WE WERE ADVISED THAT OUR INSURANCE COVERED THIS DME AT 100% SO THIS DOC BAND HELMET WAS AT NO COST TO **. WE ALSO SIGNED THE DOCUMENTS AT ************ THAT WE OWED 0.00 DOLLARS FOR THIS TREATMENT COURSE. AT THE END OF OUR SONS DOC BAND TREATMENT WE RECEIVED A BILL FROM BANNER DME FOR 3200 DOLLARS. WE HAVE CALLED NUMEROUS TIMES TO BANNER DME TO GET ANSWERS REGARDING THIS BILL AND IT HAS BEEN ESCALATED TO THE MANAGER NAMED ******** IN AUGUST WHO HAS YET TO CALL US BACK. WE ARE NOW GETTING MESSAGES ABOUT THIS BILL POTENTIALLY BEING SENT TO COLLECTIONS. NOT ONLY IS THIS DISCONCERTING, BUT UNPROFESSIONAL AND FROM SOMEONE WHO WORKS IN THE MEDICAL FIELD I AM EXTREMELY DISSAPOINTED HOW THIS COMPANY DISREGARDS ISSUES. MY HUSBAND ALSO WORKS FOR BANNER AS A MEDICAL PROVIDER AND THIS IS HOW THEY TREAT THEIR OWN EMPLOYEES. I WOULD LIKE ANSWERS TO THIS ISSUE IMMEDIATELY BEFORE OUR CREDIT IS AFFECTED.
Business response
11/18/2024
The guarantor's concerns were escalated to management for review. It was determined that an error was made by Banner while verifying insurance eligibility. Banner will be adjusting the balance to $0.
Initial Complaint
11/01/2024
Complaint Type:
Billing Issues
Status:
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.
On 12/23/2023, I went to Banner Ironwood due to pneumonia. We arrived at the ** around 7:30 PM and got registered. They administered an X-ray, Lab, and EKG before 10 PM. Then, we had to wait until 1 AM for admission to the ** and were prescribed some antibiotics. They charged $5554.20, and the insurance paid $4842.30. We had to pay $500 because of two co-pays for 12/23 and 12/24. Now, they are asking us to pay another $211.90. I have called my ****************************************, and they wonder why they charge us more. Kindly resolve this matter with Banner.
Business response
11/06/2024
The patient's concerns were escalated to management. After review, it was determined that the $211.90 balance billed to the patient was incorrect. The balance has now been adjusted to zero.
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been going to this hospital for over 15 years and this evening I went in with my face completely swollen due to an abscess in my mouth. I was and still am in excruciating pain only to be released within 15 minutes of arriving the ****************** **** didnt even spend 20 seconds in the room with me gave me two pills and sent me on my way never even returned to my room! Ive had this occur in the past at the same hospital and the previous doctors actually took the time to evaluate me properly and one even lances the abscess for me along with pain medication administered while I was there. This is the worst doctor Ive ever came across.Abscess can cause death in some cases. I hope that this doctor will not remain at this hospital as he is not qualified to be there.
Business response
10/29/2024
Thank you for bringing this to our attention. We would be happy to discuss your experience with you and look into the concerns you share. If you wish to discuss further, please contact Banner Health Patient Relations.
Initial Complaint
10/14/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a $25 copay but they are charging me ******. Call and they refused to rebill or do ANYTHING because it would be "a waste of time"
Business response
10/15/2024
The patient is being billed total charges - due to his insurance company denying Banner's request for payment. Should he disagree with their determination, he can appeal their decision with them
Customer response
10/15/2024
Banner billed incorrectly and they need to work it out with the insurance company if its an issue. I am the patient NOT the billing expert. If banner wants proper payment they must bill properly. My portion of doctor visits is a copay of $25. Anything over that I did not and do not agree with. This is a "surprise billing" error that banner is responsible for working.
Business response
10/21/2024
The patient's concerns were escalated to management for review. It was decided that - though the patient's insurance denied Banner's request for payment - we will adjust the patient's balance to zero.
Customer response
11/12/2024

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 consider this complaint resolved.
Thank you banner understanding and resolution.
Regards,

******* ********
Initial Complaint
10/13/2024
Complaint Type:
Order Issues
Status:
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.
this is about Hospital has been trying to charge more than the allowed amount by the insurance company. please see letter that explains everything.
Business response
10/16/2024
The patient's concerns were escalated to management for review. Her insurance has been contacted by Banner's insurance billing unit - and a new claim is being submitted. Additionally, Banner is returning the account from collections.
Initial Complaint
10/07/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On or about Nov 16, 2022, my minor son was admitted to Banner Desert hospital for severe behavioral issues. He was referred and transported by a mental health screening agency. When I went to pick up my son after 24 hours, one of the attending nurses took a copy of my son's AHCCCS card -he was covered by **********/AHCCCS. Banner Desert has NEVER contacted me about a bill. On December 30, 2023, without my knowledge, Banner Health sent me to collections for $1453 (hospital bill) and $1682 (dr.'s bill). I recently reviewed my credit report and am just now finding out the aforementioned. It's certainly unscrupulous for Banner Health to quietly have sent me to collections not only for a bill that I don't owe but was covered by my son's insurance. It's also quite a shady practice to never notify me of these pending amounts, never allowing me to correct or dispute them, and then quietly forward them to collections. These are deceptive practices that surely cannot be legal in ***Constant phone call forwarding to different extensions. Website does not clearly show whom to contact, or a specific address to go to. ***************** (**********************) will only give out limited info, such as amounts owed. Banner Health makes it impossible to track down the original debt or whom to speak to so it can be corrected. Because Banner Health sent the debt to collections without notifying me, much time has passed, making it very difficult for me (the consumer) to make corrections. Why was this done quietly and without ever notifying me?
Business response
10/09/2024
The minor patient was brought into Banner’s ER by the police. No insurance information was provided at this time. The patient’s mother was not present when the patient was brought in. Contact was made with patient’s mother and Banner was able to register the patient.
The patient was registered under the name Roy Sanchez Rodriguez. The name on the AHCCCS card – provided by the complainant in this BBB complaint is Roy Rodriguez. This may explain Banner’s inability to confirm eligibility with AHCCCS.
Per account notes, Banner attempted to confirm AHCCCS eligibility on:
12/13/2022, 01/02/2023, 01/16/2023, 01/30/2023, 02/13/2023, 02/28/2023, and 03/28/2023
Banner mailed a statement to the address on file: PO Box 45431 Phoenix, AZ 85064. We received no response.
Several attempts were made to contact the guarantor at the phone number provided by the complainant in this BBB complaint: (575) 496-0132.
Message left with answering party 12/02/2022, 12/07/2022.
Call also placed 12/12/2022.
Call placed 12/13/2022 – left message on voicemail.
Given the information available to us – Banner made every effort possible to reconcile the balance with the patient’s mother.
Upon receiving the AHCCCS ID card in this BBB complaint, Banner checked eligibility – and confirmed that the patient does have coverage. We are beyond the timely-filing limits for AHCCCS – so we will be adjusting the balance to zero.
Customer response
10/09/2024
As Banner reported, police brought my son in for care, and he being a minor, I obviously made contact with the hospital immediately regarding my child. As I said, I provided the insurance card when I picked up my son within 24 hours. My son's correct name is Roy RODRIGUEZ-Sanchez, last names in that specific order, not as reported by Banner.
My son's name on his AHCCCS card isn't the only way to verify coverage; all my son's member info is right there on the card in order to be able to confirm eligibility, if there had been just a bit of DUE DILLIGENCE on Banner's part.

Banner says it mailed a statement to the address on file: PO Box 45431 Phoenix, AZ 85064. Banner received no response because that IS NOT MY ADDRESS or PO box. You may note from my state AG complaint that my PO BOX is 3358 in Apache Junction. Further, it's strange that I have no record of phone calls or voice messages to my phone number from Banner, ever.
Thank you for adjusting the balance to zero, as you stated in your reply; however, I also requested that any and all derogatory information reported to the credit bureaus be REMOVED. I have always kept an excellent credit report and rating, and this stealthy derogatory reporting is negatively and unjustly affecting my credit.

Business response
10/16/2024
Banner has contacted the collection agency. We have advised them to remove all negative reporting related to this account from the guarantor's credit. Additionally, we have requested that a letter be sent to her for her records
Customer response
10/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22393392, 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 await your letter referencing the removal of adverse credit information. Thank you.

Regards,

Gabriela Rodriguez
Initial Complaint
10/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 20, 2024, I requested an itemized statement for all services performed by Banner Health since the beginning of 2024. Four phones calls (August 20, 2024, September 7, 2024, September 23, 2024 and October 7, 2024) have been placed to Banner Health, **************************************************, Phone: ************, to obtain this statement. As of of October 7, 2024 I have not received this requested information. I was told it takes 30 days to receive it by ******* or 10 business days by email. Each time I call, I was told that it was mailed out to me. I have been living at my address since 1999 and have received other bills from Banner Health in that time. I need an itemized statement before making any payments to this company.Banner Health currently claims that I owe $614.21
Business response
10/14/2024
The patient had credits on several accounts - that are being transferred to her accounts with balances. Once the transfers have been completed, all outstanding balances will be paid in full. Additionally, she will be refunded $41.53 due to overpayment. Banner will send the patient's itemized statements once all transfers have been completed.
Customer response
10/14/2024
I want to know how long it will take for the transfer these "accounts" and when can I expect to receive an itemized statement?
Business response
10/16/2024
Banner has emailed the requested itemized statements to the patient's email - listed in this complaint - kgooden@aol.com
Customer response
10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22390258, 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,

Kathleen Gooden
Initial Complaint
10/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Had Kidney surgery 01/09/2024 self pay no insurance Received billing and applied for Financial assistance. In March received another invoice with additional charges. Since my account was nearing default I decided to take out loans to pay total bill as financial services was backed up. Paid all accounts March 26th in full. Didnt hear back from financial services. In August I received a refund on some of Doctor **** and additional bill for Doctor. I contacted Banner and was told that I had received refund because I was awarded 75% financial assistance. It was applied to two of my accounts which were doctors. It was also applied to my hospital bill resulting in a ******* refund. When I never received this refund I contacted Banner and talked to three different representatives. They all stated the same thing that I was approved for ** it had been applied to my bills and should get my refund soon. Today is October 4th and yesterday when I acquired again this time I was told yes they see the ******* but it still processing and will take another 30 days to review. Every representative I speak with tell me something different with new waiting times. I paid in full with good faith that when and if my financial assistance would be approved Id receive a refund.
Business response
10/04/2024
The patient's concern was escalated for review. The refund has been initiated today by Banner. It may take 3-5 business days for the issuing bank of his credit card to update the credit
Customer response
10/04/2024

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
10/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I gave birth to my daughter via cesarean ******** and provided my insurance and my husbands insurance who would pick up my daughters remaining balance.I began receiving bills for a 5k balance for my daughter and called Honor Health right away who informed me there was an issue and the secondary insurance was not billed properly. Each time it was escalated and I received a promising apology. Nonetheless it was sent to collections and now reported to my credit. I have tried tirelessly to resolve and it was stated on a recorded line several times it would be corrected. I was even informed not to make payment because it would be corrected however that was false as it was sent to collections. Its clear there is a lapse in communication between departments however Im unfortunately the one being impacted.
Business response
10/09/2024
The patient's concerns were forwarded to management for review. The accounts were submitted for adjustment of the balances to $0.
Customer response
10/09/2024

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,

****** ****

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