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1.1 42 Reviews

Banner Health Complaints Summary

1 Resolved
41 Unresolved
Our verdict: If considering services from Banner Health with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Banner Health reviews & complaints 42

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10:42 am EDT
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Banner Health - Infection I received

I had surgery for thyroid removal Aug 24, 2023. In order to check my calcium levels I was poked in my dominate hand every 2 hours for blood draw for 2 days. I was discharged Aug 26, 2023. Sept 6th 2023 I began having discomfort in my hand. The next couple of days it got worse swelling and extreme pain. I went to Banner Goldfield they told me I had an...

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10:55 pm EST
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Banner Health Customer relations

I arrived at and entered the South ER on Monday, January 16th 2024 around 4 pm to visit an old friend that I have recently visited several times while he was in this hospital. I took the same route as before, but this time I was stopped by a middle aged woman wanting to know where I was going I told her the room number and name of the person. She tofd me I had to go through the Main entrance and was not allowed to go this way I told her I always have taken this path no problem until now Again she demanded I take the Main ER entrance I told her that was foolish and that she was abusing her authority over personal ego problems and motioned for my daughter and her BF to follow me which they didn't they were too scared, the entire roomful of people were watching the drama unfold and they went around to the outside entrance meant for medical staff and met me but just before they met me another staff member asked what my problem was I told him and he agreed to let me continue but to use the Main ER next time I thanked him but it was not over with while going to the 3rd floor LIGHTS WERE BLINKING AND DOORS WERE LOCKED.. people were wondering what was going on, I heard on the intercom that they were looking for an unwanted guest that was why the hospital was locked up I joked with my daughter saying they were looking for me. IT WAS NO JOKE! I was confronted by 2 guards asking if I was the unwanted guest, my daughter jumped in and started to say something about me being wanted by the person we were visiting but I told her not to get involved I would handle it I told the guards which were now 3 what happened the when IN first arrived etc etc and they investigated to see if there was a person I was going to visit. After about 10 minutes they apologized an let me go. The woman who stopped us at the south ER had ordered a shut down of the hospital to find me ARE YOU KIDDING ME?! A LOCKDOWN OF THE EN TIRE HOSPITAL BECAUSE I DIDN'T GO TO THE MAIN ER LIKE SHE DEMANDED I would have forgotten about this incident if there wasn't a foolish uncalled for lockdown that involved all that were in that hospital and this I cannot and will not forgive or forget ARE YOU also my daughter went and asked the woman for her name and badge number which she would not give.. which to me shows that she knows she screwed up she is very lucky that this didn't escalate into a more serious incident and that those around her kept their wits and prevented this from becoming more than what it was... I HOPE YOU TAKE THIS MATTER SERIOUSLY BECAUSE I AM VERY SERIOUS AND VERY PISSED OFF

Desired outcome: GIVING AUTHORITY TO QUALIFIED AND WELL TRAINED PROFESSIONAL. PERSONNEL WHO WILL ACCEPT RESPONSIBILITIES FOR THEIR ACTIONS MY NAME IS ROY ENGLAND PLEASE INFORM ME BY E MAIL [protected]@YAHOO.COM FOR FUTURE ACTIONS OR MORE INFORMATION

Confidential Information Hidden: This section contains confidential information visible to verified Banner Health representatives only. If you are affiliated with Banner Health, please claim your business to access these details.

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7:25 pm EST

Banner Health Doctor doug dang

On November 19th 2023 around 8am my wife arrived by ambulance having tachycardia, elevated bp and anxiety. Dr Dang came in quickly and I described the issue and that my wife doesn't always respond well to drugs she has been given before. He asked me what I wanted, I said help for my wife, he said, no what medication do you want, I said your the doctor can you recommend something? At this point he stormed off and refused to talk to us. We were not aggressive or rude or foul mouthed or anything other than scared and needing help and we were treated like junkies or something? Neither my wife not I drink or use drugs, we are two women who are disabled in our 40's and 50's. I've never been treated so rudely. I can't believe we were treated this way. Oh, and Estrella banner is the dirtiest, loudest, and rudest hospital we have ever encountered. Never again.

[protected]@yahoo.com

Desired outcome: An apology from Dr Dang.

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5:01 am EST
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Banner Health Endocrinology banner health

I called Endocrinology at Banner Health, located on Thunderbird Road, and a guy named Victor ŵas the person I spoke to. I explained to him that I found out that I have kidney cancer and that I would be quite busy with my kidney and Endocrinology was not my priority at the moment. I asked for a zoom call, he put me on hold, he came back on and said something sarcastic about my appointment, he told me to calm down and relax. Victor doesn't deserve to have his job. He is not kind and he was very rude to my husband. All I wanted was a zoom call.

Desired outcome: Victor needs customer relations training and he needs to apologize to myself and my husband.

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Update by Sabrina67
Nov 08, 2023 8:21 pm EST

I called Banner Health Endocrinology at 9165 W Thunderbird Road Suite 100 three times now to ask to speak to a manager, about one of their employees named Victor.

I haven't received a phone call or email from anyone in that department.

Honestly, I don't recommend this place to my worst enemy.

Please beware of this place.

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7:37 pm EDT
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Banner Health - Mammogram

During a recent mammogram, Banner Imaging injured a muscle near my shoulder (armpit area). The machine was digging into my armpit area and I heard something pop. I woke up the next day with a non-functioning arm. I spoke to the office manager who put me in touch with risk management. I had to pay for my own MRI because insurance wouldn't cover it. All I...

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3:48 am EDT

Banner Health Nurse/discharge nurse 09/02/23

On 9/2/2023, my nurse named Kim did not provide me with reasonable care. She purposely delayed my pain meds against my doctors orders. She was rude, disrespectful and treated me as a 12 year old. She was rude, curt and abrupt. I asked her why and she replied she wasn’t. Her na said she had a rough day. I was neglected my normal meds by 2 hours late and all my pain meds were late by 5 hours. I called for my nurse repeatedly to no avail yet I heard her loud and clear 40 feet away from me. I feel she ignored my pain on purpose! It was clear to me she ignored others as well.

Desired outcome: That this nurse be reprimanded or given mandatory patient compassion classes especially for those with chronic pain, as I have.

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Update by Kathleen Frisby
Sep 05, 2023 3:53 am EDT

I am a 65 year old woman who is educated, smart, and knowledgable.

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4:33 pm EDT
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Banner Health - Capsule endoscopy

I had been experiencing lower GI issues off and on for several years when I was directed by my PCP to undergo a colonoscopy. I had an upper and lower GI series on or about September 2022 at Banner Gateway Medical Center in Gilbert AZ. I was told by my Gastroenterologist, Dr. Prathab Devaraj after the upper and lower series that there is a small section in...

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5:39 pm EDT

Banner Health Aggressive nurse

Today on July 25th 2023 I went in to Banner Estrella Medical Center in Phoenix Arizona and had a bad experience with a nurse. I am a first time mother and had been having contractions since yesterday morning. I saw my doctor and she checked me saying my cervix was dilated to 3cm. She told me to go to the hospital if my contractions worsened and if I noticed any spotting. I did later yesterday so I went to the hospital at around 12am. I got called in after an hour of waiting (1am) and was helped by a kind nurse. She got me water and checked my cervix. I was now at 4cm and she said the baby’s head was extremely low. Therefore, she observed me sometime longer. At around 2am another nurse (blonde and somewhat short) comes in taking the monitors off of me hastily and telling me I can go home. I was seriously worried. She looked at me with aggression and it made me feel really confused. I think she noticed it in my face because only then did she stare at me dead in the eyes and say that yes I had contractions but they werent close enough. I then responded and said “Earlier today I was at 3cm but now im at 4 and the other nurse said the baby’s head was very low… is that normal?” She paused and said “umm yes you can be like that for 2-3 weeks”. She said that unless my waterbreaks or “blood is dripping down my legs” to not come in. At this point I feel like she just wants me out but im still concerned so I say, “I heard that not all women get strong contractions when they are ready but their cervix does open”. She aggressively responded “girl! Youre lucky! Her head is low so when you give birth she will fly out”. This just made me more confused and didnt clarify anything for me, nor did it make me feel cared by her. I said “I just dont want to be in any risks” hoping that she would check me again or monitor me a little bit longer… but she responded rudely “you WILL feel contractions”. I felt as if she wasn’t really understanding my concern and if anything made me feel more concerned and confused. She rushed me out of the room and made me feel like a waste of time and an idiot. Am I really to wait for blood to pour down my legs till I go in? She clearly has no care for me OR my baby.. I will not be returning here and I will let others know not to either until a change occurs.

Desired outcome: Nurses will take time to listen to your concerns and express care. They wont judge based on your age, race, or experience.

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1:52 pm EDT
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Banner Health Billing not entering the right code for ChampVA second insurance

I had an eye exam on 2/1/23 at the Banner Alvernon Ophthalmology office at 707 N. Alvernon Way Tucson, AZ I had Dr. D. Swanson. I did not have a student do the exam a student only observed.

The billing Department billed my primary insurance Aetna Medicare and they paid with a copay due.

I have a second Insurance ChampVA and the billing Department billed it under the wrong code they used a student code so ChamVA denied it. I have called the billing department several times and they still have not resolved the issue - I got stuck paying the $25.00 co pay because they did not use the right code.

I will never go back to Banner for anything I switched to Carondelet.

I would like to be contacted about this at [protected]

My Name is Steven M. Azhar

email: [protected]@icloud.com

Desired outcome: I want Banner Billing to re bill my second insurance ChampVA and refund my $25.00 copay.

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5:48 pm EDT
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Banner Health Using the wrong number to the point of harassment.

For the past 6 months, starting in December, I have been receiving phone call, voice mails and text messages for a patient named Amy Fisher. I have spoken to 3 different employees of Dr. Shelanski's office and another one from another state to ask to have my phone number removed from this persons file to no avail. I get phone calls, text messages and voice messages during my time of work, to the point to where I have been warned. I have blocked every number that I receive from this clinic and I still get them. I am to the point to now is the time for me to file a harassment complaint with this office. I will not give them my information because I do not and will not be a patient of Banner Health and I don't want this clinic to have my information to harass or give out my information.

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8:00 pm EDT
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Banner Health Billing 3 years later

I just received a statement from a procedure I had done nearly three years ago. The letter states that it was due to an error within your billing department. My bank did a merger so I have no way to go back and verify that I did or did not pay this previously. If there was an error on Banner’s behalf it could also be an error on whether I made the payment or not. It’s a relatively small amount but I feel it’s not my responsibility after 3 years! I will pay it so it doesn’t reflect on my credit but I feel I should be reimbursed. So unprofessional!

Desired outcome: Refund

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7:27 pm EDT
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Banner Health Billing

27-Mar 2py9xxyx

24-Mar 2gdbmxy5

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20-Mar 2fq7axy5

27-Feb 2m8uexyx

16-Feb 2cmrhxy5

27-Jan 2j4y3xyx

13-Jan 2hu6bxyx

29-Dec 278gixy5

26-Dec 2fv3cxyx

22-Dec 26hx5xy5

30-Nov 23rgqxy5

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16-Dec 25udbxy5

I have billing issues that when we pay it goes to other family members and then banner keeps asking us for more money that we have already paid for. The billing number on the site is not working. The lady at the call center added more bills after i spoke with her on the phone this morning. No email reply's nothing.

Desired outcome: We can get our billing correct with banner health.

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2:38 pm EDT
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Banner Health Banner Medicare gold plus

Dr Russell ironwood office ordered 4 tests labs, prescriptions etc. Al None were done but a fungal infection least important. Today, blood test attempted based on order. As usual they had no record of test. Went to Dr Russells office, they called him came back , make a follow up appt. What a clusterfuck . Of mistake after mistake. I quit, worst admin ever seen in 70 plus years. Even 1.5 hour wait is crazy for routine appt. Wtf

R schlagel

Desired outcome: Apology and admittance of inability to run a clinic. No I'm sorry crap, u need help

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Kathy Webb
San Tan Valley, US
Apr 13, 2023 8:12 pm EDT
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Dr. Russell (Ironwood) supposedly ordered labs and 3 other tests. Went to lab, who had no record of the order. Likewise, no order for one of the scans. Called for the next 3 days; was told an “urgent text” was sent to his medical assistant and that she’d “get right back to me.” Also, supposedly they sent an email to administration. No reply, call, email, nothing.

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4:47 pm EDT
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Banner Health Banner doctors unavailable...

Banner Communication Issues ----------------------

Approx March 1, 2023 ----------

- needed info about medication/steroid

- called endocrinologist, waited 15-30 minutes, got a recorded message they were too busy, call back later. they hung up.

- This happened 3 times in the same day.

-Called oncologist. left message no reply.

- Called PCP, waited 15-30 minutes and got a recorded message they were too busy, asked to be called back when first in line.

- After 20-25 minutes, they called back and said I was first in line and to hit '1'. I did and was disconnected.

- This happened 3 times.

Mid March, 2023 -----------

- met with endocrinologist and she refused to refill my wife's steroid prescription because she wasn't the original doctor.

- running low on steroid and I noticed there was 0 (zero) refills. So called PCP who ordered the last refill. She refused to refill it again, saying our endocrinologist should prescribe the steroid.

- left message for endocrinologist, she repeated she wasn't the original doctor so refused to refill.

- oncologist never calls us back.

- called Dr Gaston about getting the prescription. Was put on hold.

- "Sandy" from Dr Gaston's office called back and after several phone calls said Gaston would refill the prescription.

- Next day - Still no word from CVS about prescription. And my wife used the last dose yesterday.

-Nicole from Dr Gaston's office was helpful and got the prescription sent over to CVS.

- Too late, this morning my wife is feeling the effects of not getting the steroid and is sick as a dog. I called Banner Nurse on Duty and she recommended to see my wife's PCP within 24 hours or go to ER. The PCP went home for the day and they had no other doctor available.

We will probably have to go to ER on Saturday morning, seeing my wife can't take the oral steroid med with out throwing up.

All of this could have been avoided if... 1) doctors were actually available and didn't hang up on us, and 2) didn't pass the buck and take responsibility and refill necessary prescriptions.

Desired outcome: Fix this broken system.

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1:37 pm EDT
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Banner Health Billing Services

I got a flu shot from my doctors office in Oct, 2022. Someone in billing put the wrong primary physician on the billing to my medicare provider, Humana. Humana asked for a referral from my primary physician before they would complete the claim. This was never done and I have been working on getting this resolved since Nov, 2022. I have continually contacted Banner Health through this date. I have never lost my temper, yelled or shouted at the Banner Health staff on any of my calls with them.

Now, approx 2 weeks ago I get a letter from a collection agency. I am fuming! I told them that I refuse to pay this bill out my pocket because someone in their agency obviously messed up somewhere. As a medicare patient I should not be responsible for a flu shot.

Desired outcome: Billing needs to be corrected and resubmitted to insurance when done. If it’s not too late. In absence of this, then Banner Health should eat the cost.

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5:22 pm EST

Banner Health Unresponsive doctor

My doctor at Banner ordered a few blood tests for me. I went to the clinic and did the blood tests on Thursday. On Friday, the results are posted in Patient Portal. One of the results is not normal (here is some background information: when I saw another doctor at a different hospital and got the same abnormal result, their office called me the same day the result was posted and ordered another test for further diagnosis. I just want to show that this is what responsible doctors would do).

On Monday afternoon, I called Banner because I have not received any phone calls or messages from my doctor regarding the results. A representative said that she would send a message to a nurse in my doctor's office, and the nurse would call me back within 24 hours.

24 hours later, I have not received any phone call or message from Banner. So I called again. A representative said they would send the message to a nurse, and they would call me back in 24 hours. I said that I had already called 24 hours ago, and no one called me back. I asked the representative what I should do if another 24 hours passed and no one calls me. She said that I should call again and she would send the message again. Therefore, she suggested no way to solve this communication issue.

I called again later Tuesday afternoon, asking a representative to redirect my call to a nurse. They said they could not do that. I asked if any nurses are available now, and they said no. Finally, they said they would ask a nurse to cal l me back by the end of the day. And that never happens.

The communication links in Banner are so not working! First, my doctor ignores an abnormal lab result, which would be considered alarming at any other hospital. If I had not used Patient Portal, there would be no way for me to find out a lab result is abnormal. And apparently, they are not planning on calling me and telling me the information. So what is the point of doing the tests in the first place! Then, when I took the initiative to reach out, I am not able to talk with a nurse or my doctor. I was told that nurses would reach out to me to address my concerns within 24 hours. It has been 48 hours, and that has not happened. Finally, there is nothing I can do with this unresponsive and irresponsible doctor.

Desired outcome: I want Banner to improve the way patients communicate with their doctors. Why cannot my phone calls be directed to my doctor's nurses so someone can answer my questions in a timely manner?

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3:07 pm EST
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Banner Health Cost of CT-scan

I recently had to have a CT-scan done on my mother.

On the NHS in England it is free, if we were willing to wait six weeks.

We didn't have six weeks, so I paid to go privately in the UK. The cost was 395 GBP (478 USD) and we got it done in two days.

I didn't have to pay a biweekly insurance premium either.

Looking at your prices on your website:

It is more cost effective, to drop jet fuel to cross the Atlantic, hire a care and pay for a hotel, than to get it done in Tucson Arizona, 30 minutes from where I live in Sahuarita.

What is Banner medical going to do, to provide the same level of care, at a price more competitive with other first world countries?

Desired outcome: An internationally competitive price structure, based on patients needs, rather than greed.

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1:40 pm EST
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Banner Health Transportation service

I am a patient with Banner Medicare Advantage. I scheduled transportation with Banner to and from my home to a surgery center for a procedure on Monday February 6, 2023. My confirmation # was QZNDOA4B. I was told that I would be picked up at my home 9624 E. Paseo San Bernardo Tucson, AZ 85747 @ 11;55 AM and transported to 7445 E. Tanque Verde Road Tucson, AZ 85715 for my 12:45 PM appointment. At 11;59 I received a phone call from Jared that he was mot going to be able to give me a ride because he was overbooked!

I explained to him that this appointment was scheduled 2 months in advance and I did not have another ride. He said that he could not do anything about it. I had to call the facility to see if they would still do my procedure if I found a another form of transportation but would be late, the agreed and I paid a friend $ 20.00 to drive me. I was told It had to someone I know and not a taxi or ride service.

After my procedure I called for a ride and was told it would be 1 1/2 hours before I would be picked up. When I was finally picked up the driver Jared was not friendly and complained he had to drive all the from Nogales to pick me up! He played loud music the entire way and the van was filthy inside!

I was so disappointed with this service!

Desired outcome: I would appreciate a response and assurance if I were to use this service in the future I would have an entirely different experienceRegards,James Jones213-275-716jim.e.[protected]@gmail.com

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12:27 pm EST

Banner Health Drugs copay cost after er visit

I was given ear drops for a severe ear infection. The doctor gave it to me freely and I wasn't expecting to pay for it. Then the insurance company indicated in an EOB that they paid on it. The price of the medication was $945.30 and I could actually get it from Amazon Pharmacy for $189.23. I feel Banner over charged for the medication for one and also they reneged on giving it to me for free. I have a witness who was there with me to confirm it was freely given to me. The Doctor was John Robert Egbert, DO.

Desired outcome: Accept what the insurance paid, $567.18 and write off the $378.12 that you claim I owe you.

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1:54 pm EST

Banner Health Banner aetna response to lack of providers

I am the legal guardian of my grandson. He is on Banner Aetna through the Health care exchange system. He is under 18. He requires ADHD evaluation as agreed upon by his B-A pediatrician on 1/17/23. I was given a referral (I know he does not need a referral, but I had called several practices and groups with a psychiatrist previously with no success and hoped his pediatrician could make a referral that would be successful I did receive one referral to an apparent provider that asked me to provide a payment of 800 dollars before taking my grandsons information or making an appointment! I declined and called B-A. They agreed that this request was not appropriate, and promised to look into it. I agreed to call other providers on their patient page again. I called every psychiatrist and group with a psychiatrist. I heard that they didn't treat under 18, they didn't treat people with private insurance, or they had no appointments open. I then called B-A "concierge" 4 times. I was disconnected twice, passed around 2 times to as many as 4 different "concierges". I explained repeatedly that I had received the 800.00 request which invalidated that referral, and had no luck with the other providers on the website. I asked to speak to a supervisor and was told they were busy. I asked for the supervisors name and number as I explained that their concierges were of no help. I was denied this information as it is "against HIPPA". I replied that it was not against HIPPA, but was again denied. I asked for the concierges name and number, but was again told that this was against policy. I was assured that the concierge had my information and that she would personally assure that a supervisor called me the same day.

No call has been received. I searched their website and happened upon their telehealth page. I called a provider and have a virtual appointment now set for my grandson.

This is not the optimal outcome I had hoped for, but at least there is now some movement on his need.

FYI: I received a text message today from the provider that had asked for 800.00, asking me to make an appointment! It is obvious that B-A did not investigate this occurrence. I was clear to them that I am absolutely sure of my interaction with this provider, and was assured that they would investigate.

Desired outcome: This is not an unusual request. Acknowledgement of my concern and some other options to meet my grandsons needs if the the telehelath option is not adequate.

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