ComplaintsforBanner Health

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son went to the ** on 5/20/2024. At the time of registration I paid my deductible plus the 20% coinsurance; the amount the registration person said I would likely owe. The amount I paid was $854. By the time the claim went through the insurance, I was only a few hundred dollars away from meeting my max out of pocket. The claim processed on 7/13/24 and my portion ended up only being $396.60. Banner owed me a refund of $457.40. I waited for my refund but never received it. I finally called the billing department today 10/2 @ 1:34pm AZ time and spoke with Money (I believe that is what she said). As soon as she verify my name and everything she said are you calling about your refund for $457.40. I said yes I am. She said would you like it back on your card or a check. I said a check. She then tells me that it will take ***** days! This is not acceptable. They knew I was due a refund for three months and now they are going to take another 45 days? I asked the agent, why I was not notified of the refund and she said I had to call in. So I asked, if I wouldnt have called in, would the money just sit there and she said yes until they do audits which could be a year or two. HOW IS THIS LEGAL? I have never had so many problems with a hospital. Their billing department NEV** sends bills out. They go straight to collections. This is why I paid up front. I was not going to deal with that again. And Im not the only person who has been sent to collections without getting a bill or a call that money is owed. I want my refund asap. Hoping someone can help with this. 45 days is NOT acceptable.

  Business response

  10/03/2024

  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 her credit card to update the credit 

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our complaint is against business office and /or legal team of Banner Health/Banner ********* Community Hospital. We have submitted our first request on July 23, 2024. They kept claiming that they had not received it. So, we sent the second request on August 21, 2024. Please see enclosed. Nevertheless, we have not received anything yet. Now, nobody answers the phone call at their attorney line *************). The business office and/or legal department of Banner Health/Banner ********* Community Hospital is in violation of The Federal Law 45 CFR 164.524(b)(2)(i), that requires that any medical provider responds to the request within 30 days upon its receipt. Failure to do so could result in the imposition of civil penalties by Secretary of Health and ************** of up to $50,000.00. 45 CFR 164.524(b)(2).The final notice was sent to them on August 26, 2024, however it does not seem that they do care about it. We also filed a complaint with ***************** of Health and ************** against Banner Health to initiate an investigation for their inappropriate and unprofessional operation.

  Business response

  10/02/2024

  The account was escalated for review. Banner did fax the requested information on 09/26/2024 - however - after further review it was determined that the faxed transmission failed. Copies of the requested documents were emailed to the patient's attorney today.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Banner health has been trying to collect money above what the copay is allowed through insurance. My insurance has paid them what the contract allows. I gave banner health my explanation of benefits showing what I owed which was less than what they are billing me. Insurance tried contacting them with no luck. I've contacted them and given them the information they need but they continue to try and bill me for money I do not owe them.

  Business response

  10/02/2024

  The patient's concerns were forwarded to management for review. The balance has been adjusted to zero

  Customer response

  10/02/2024

  
  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

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in for surgery at Banner health on February 19, 2024 I was billed $768.63 which was the amount of my deductible. I contacted banner on April 15 and spoke to ***** after seeing that I shouldve only been charged $543.55 and shouldve had $225.08 return to me of the $768.63. I paid for at the date of services and received a bill of an outstanding balance of $2401.59 I contacted my insurance company and spoke to **** that sent out the explanation of benefits to banner health in an email and also by mail. I waited patiently for my refund until July 2 after not receiving any information or money from Banner health. I reached out and contacted them again.. I spoke to ***** and she explained that they per se said they never received anything from my insurance company so I told her I would send out the explanation of benefits to their email address that she provided me.. On July 16, I spoke to *** that stated they had received it and they are working on it diligently. On July 22nd, I spoke to ****** that guaranteed me my money would be sent out within the next week. After not receiving it I spoke to *** on August 8 of 2024 and he assured me that this was taking care of and they have everything to send my money back to me up $225.08. As of today, September 20 I have not received any money or any type of response or reply or any contact whatsoever from Banner health. I am on the phone now with ********* who is checking out to see why this is not been executed as they said it would. *** assured me as I said before this would be taken care of.. I cant understand how I can never be contacted by one person ever again. I have to go through the system and they just hope I dont call back and keep my money.. if I had the hours I spent fighting with them I would be a very wealthy man.

  Business response

  09/23/2024

  The patient's concerns were escalated to management for review. The refund has been approved and will be initiated today. It may take the issuing bank of the patient's credit card 3-5 business days to update the credit on his account.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealing with Banner Health is like standing in line at the *** They employ the most incompetent people who have no idea what goes on Transfer 3 times to different departments to speak with a manager only to be told that it will take 5-7 business day days for a manager to get back and then after the time frame they never call you back Im so done dealing with incompetent doctors who only care about geogring you and providing less than care of the patient Anyone seeking to work with Banner to get health care I would think twice about going to them I would never suggest or recommend Banner Health for medical care

  Business response

  09/17/2024

  Thank you for brining your concerns to our attention Mr. ******* Based on the information you shared, we asked our clinic leadership to reach out to you. We sincerely hope that our clinic leaders were able to fully address your concerns and assist you with your scheduling needs. If you should have any further questions, please contact the clinic at your earliest convenience. 

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is *************************, I am 82 years old and widowed.I am writing about my experience with Banner Boswell Hospital *********************************************************************************************** on July 17, 2024. I went to the ** because I was concerned that I was possibly having a stroke. I had been bitten sometime a couple of months prior, by a Black Widow Spider, they say it hurts but she must have gotten me while I was sleeping. It never hurt, never became sore, just a small bump on my left shoulder. Every once in a while it would puss up, and I would pinch but it was never where it really bothered me. Then I started having side affects, my neck became stiff and I could not turn my head to the left, then the muscles on my left side in my back began hurting, my left side of my face now droops from that bite, it was this that caused me to go to the **. I knew that I was not having a stroke but it scared me to think that my face on the left side was drooping. The bite was on my left side on my shoulder where I could not see it. My co pay was due at the time in the **, but their machine was not working and I was unable to pay my co pay.When my bill came it was over $5000.00 an amount that totally shocked me part of it was for a Brain scan which cost $2500 and the Doctors bill was over $1600.00 plus other minor charges. My co pay was $135.00 and I went into their website, and made a payment of $27.00, there was nothing on that site that said that I had agreed to auto pay. My income is $1474.00 a month, my rent as I am renting a sleeping is $700.00 a month, plus my phone etc, I do not have a car and so I have to use Lyft. I never sign up for auto pay except for my phone, and when I had a car, car insurance otherwise I manually pay my bills. However Banner Boswell, said I signed up for auto pay, and have fixed it so that I cannot access my account where I can change it to manually. I believe this is not legal for them to lock me out of my account where I can't make changes

  Business response

  09/03/2024

  The patient has been set up on 'manual' payments. Her payments will not be automatically deducted from her card. She's set up on $18.00 per month payments - due the 4th of each month. Her next payment is due 10/04/2024. 

  Customer response

  09/19/2024

  Yes he did change it to manual, but the payments are 27 a month not 18, however I will let it go at this time since they did change it. I will drop the complaint thanks.  However the fact that when you set up that payment plan autopay is not anywhere on that site, and you are unable to go in and change that from autopay to manual, that was my initial complaint. 
  

  
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband, ***********************, was seen on 11 May 23, at a Banner Clinic where he received a few vaccinations that were covered in full by insurance. My husband received 3 invoices from Banner Health stating he had a balance of $212.30 due from the Hep A vaccine being administered. With each invoice received, I contacted my insurance company, United Healthcare, and Banner Billing (**). On my 1st call to **, they forced me on a payment plan even though I told them I didnt need a payment plan and that my insurance would cover all charges. My insurance confirmed coverage and stated the balance was paid in full. Calls to ** stated they still showed a balance due. On the 3rd invoice received, I was told by ** that I needed to file a claim with ******** Part D, and if my husband would have received the vaccine at a pharmacy instead of Banner Clinic, the pharmacy would have known how to bill it. It was a very rude assumption that I should have known to go to a pharmacy rather than Banner Clinic to receive the vaccination. All requests to speak with a supervisor at ** were ignored. Each time, I was told a supervisor was not available and that a supervisor would call me back. Ive never received a call back. On June 16, 2024, I filed a claim with Optum Rx as instructed by Banner Health. On 27 Aug 24, my husband received a call from a collection agency. I immediately contacted United Healthcare and was put on a conference call with an Optum Rx claims agent, that assured me the claim had been paid in full. I then called ** to confirm and was told it had not been paid and that there was still an outstanding balance due. When I requested a conference call, I was told by the ** *** that she did not have the capability to do a conference call. Banner Health states that the error was not theirs, that it was a United Healthcare error. Banner Health needs to make this right and reverse the filing to collections, as it will negatively impact our credit and it was not an error on our part.

  Business response

  09/06/2024

  The patient's account was removed from collections and forwarded back to Banner's insurance billing department for further review

  Customer response

  09/06/2024

  
  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

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/11/23, I received care from the ** at Banner Desert Hospital in ****, **. They took my insurance information and I stressed that my name on the insurance card shows only one of my last names and they should make sure that that name was the one used for filing the claim with the insurance. I received a bill some time later that indicated that I did not have insurance. I called them to clarify that I do and they promised they would resolve the issue. Since then, I have received multiple bills and called multiple times only to not have the issue be resolved. In the middle of July I called again and they informed me that they had sent the debt to a collection agency. Surprised by that I asked if anything could be done and they promised me they would stop the process and bill the insurance. Today I recieve communication from the debt collection agency. I then called Banner again and they confirmed that they had a note in their system about stopping the process. The person I spoke with said they would transfer me to another level because they could not resolve that. The call eventually went to voicemail, so I tried calling again, but was not able to get through. Checking my insurance app I see that there was a claim for what appears to be one of the services I received from Banner on 10/11/23, which did get paid, however I am unsure as to what happened to other charges since they do appear to have been filed. I would like Banner to withdraw from debt collection the debt that was improperly sent due to Banners repeated errors in billing my insurance, and for Banner to properly bill my insurance for the services that I received so the insurance can pay its share of the charges for the services that I received.

  Business response

  08/27/2024

  The patient's concerns were escalated to management for review. Banner has removed her account from collections. Her account was sent to our insurance billing department. A claim will be filed with her insurance. 

  Customer response

  08/27/2024

  I appreciate the actions reported as having been taken, but I just wanted to make sure the action of removing my account from collections has gone through, given that I received a call from collections this morning at 10:10 am. Thank you.

  Business response

  08/28/2024

  Banner's Bad Debt Team received confirmation from the collection agency - that the account was closed on their side at 11:16am 08/27/2024. 
  The patient will not receive any more calls from the collection agency about this account. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I am a United Healthcare member and was treated by multiple doctors over a 3 year period as I was being treated with COVID Long Hauler symptoms impacting my lungs, heart, nervous system and more. My Banner neurologist referred me to *********************************** on 10/18/2022 (claim ID *********** for testing and received the results on 10/30/22 (claim ID ***********. The claims were sent from banner to UHC.On 06/18/2024 I received an update on my credit report that the matter wasnt resolved. It said that I had two bills sent to a collections company called ********************** in the amount of $703 and $599, the same amounts of the Banner bills that should have been resolved. I had never once received a bill from a collection company or would have called them to let them know what happened, yet my credit report was impacted. I then immediately called UHC where they transferred me from their medical to behavioral. She then advised that they had reviewed the coding and confirmed that they coded the bills correctly and that Banner was the party who miscoded the billing from the beginning thus the reason it bounced around and was never resolved within UHC. I called Banner to confirm whether this was accurate or not. I spoke with ******* and was transferred to ********* at *************** and explained the history of events. She said the bill was never paid by UHC because of coding and told me that she will refer to a team for coding review. I am now stuck in the middle and took a 50+ point drop in my credit score due to these two bills that were never coded/billed correctly. I have paid all of my other medical responsibilities and take this matter seriously. I am hoping that Banner corrects the billing by either re coding or absorbing the incorrect billing statement and by also retracting the bills they sent to a collection company to make me and my credit score whole. Thank you,*****

  Business response

  08/29/2024

  Banner escalated the patients accounts to management of our ***************** for review.
  It was determined that the coding for **************** dates-of-service 10/30/2022 and 10/18/2022 can be changed and rebilled to insurance. Banner has advised the collection agency to remove these accounts from active collections.
  The patient has a third account - for ******************** date-of-service 10/25/2022 that is also in collections. The coding was reviewed for this service and determined to be appropriate per the medical documentation. 
  The patient was billed for this service 11/11/2022, 12/26/2022, and 02/09/2023.
  When payment for this date-of-service was not received, it was placed with collections on 04/26/2023. This account was placed with collections appropriately per Banners billing process. The patient can resolve this balance by contacting the collection agency Wakefield & Associates.  

  Customer response

  08/30/2024

  
  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 was unaware of a third bill and contacted Banner central billing to discuss then was transfered where I paid that 3rd balance in full. I will wait for the business to perform the actions they stated above for the two bills outlined in my original complaint and and, if it does, will consider this complaint resolved. Thank you.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Banner ran my insurance claim through incorrectly (not itemized, sent to the wrong address). On 7/17/24, a ***resentative from my insurance office and I were on the phone with Banner Central Billing for over an hour. My insurance *** explained what Banner needed to do to get the claim paid. Central Billing told us to wait one month. I received another emailed bill and another paper bill, so on 8/15, I called Banner Central Billing and found out that a) Banner was about to send me to collections, and b) Banner had not done anything to resubmit the claim correctly. I asked the Central Billing ***, "Banner is threatening to turn me over to collections for a mistake Banner made?" She confirmed that yes, because the bill had not been paid, even though there were notes in the file that it was Banner's failure to submit the insurance claim correctly and they had not done anything to correct their mistake in the month since it was brought to their attention, they had sent me three paper bills, so collections was the next step. She set me up on a payment plan for the whole amount, which I agreed to only because I did not want to be turned over to collections. She told me that any money would be refunded after the claim was paid; I told her that I did not believe this, given that they have screwed up an insurance claim for 5+ months, and, after it was brought to their attention, sat on it for another month. She also said that she was escalating the complaint (I never did figure out to whom), and that I should check back in 2 weeks. I am now on a payment plan to pay $1486.96 that I do not owe, and I am only paying it to avoid being sent to collections. What is the point of having insurance if Banner does not bill insurance correctly and instead turns around and threatens insured patients with being turned over to collections if they do not pay the entire balance out of pocket? So, four weeks after the first call, now another Central Billing agent will "work on it."

  Business response

  08/22/2024

  Banner has placed a hold on the patient's account. Her concerns were escalated to management in our insurance billing department. A courtesy appeal will be filed. If the insurance continues to deny Banner's request for payment, we will write off the balance

  Customer response

  08/27/2024

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

*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. ↩