I had to call Banner Health billing, because I received 2 emails and a statement for a co-pay which was billed incorrectly. Both times the representatives were short with me and were very rude, especially the last one on August 22, 2023. I did not get her name, or I would have written it in the review. Every time you call you have to wait a very LONG time, even though it says your wait time is let's say 15 minutes. When they finally give you the option to do a call back, they don't return your call until the next day. I realize they are busy, but maybe they should hire more people. The woman I spoke to on August 22, was very condescending and not helpful whatsoever. I was told from the rep I spoke to a few days prior to the 22nd, that she would add notes to my account that I shouldn't have been billed for this service and it was supposed to be 100% covered under my insurance. There were no notations on my account when I spoke to the very rude rep. on the 22nd. I hope I never have to deal with Banner Health again. They could care less about helping you and they have no people skills!
So my doc was with TOCA and then Banner bought them out. It has been just over one year since the transition. Banner's service is absolutely terrible. Last year they were "on my insurance " for 3 months and then magically not. Each time they told me I needed someone to get the claim paid. Then 5 months later I ended up having to cash pay for all of my appointments.
This year I has an appointment in january. No problem, then in April the day before my appointment, Banner calls and thinks I have last year's insurance. When I tell them no, it is United Healthcare. They say h yes, it is here. It is UHC Medicare. Uh, no, I am not even close to 65. Then today they say my referral isn't sufficient. I was here in January and it was no problem, I brought a paper copy and Madrid office did online referral yesterday. I am in a lot of pain and I say I will cash pay but ask them to confirm I will be reimbursed. Their response is that they don’t know because they don't work in billing.
Before Banner. TOCA was great! I have been a patient for 15 years. Banner absolutely sucks. They are horrible and their customer service reps don't know anything. When you call, you sit online for a long time and then receive little help.
Dear Ms [redacted] , Thank you for allowing Banner Health the opportunity to respond to concerns brought for by Mr [redacted] 's, our former patient We have reviewed Mr [redacted] 's concerns and have offered Mr [redacted] free medical records: we no longer wanted a pin but rather his records on a CDWe are having them printed and they will go out in the mail today On behalf of Banner Health sincerely apologize for Mr [redacted] 's frustrationEvery effort is made to provide the highest quality of care and service to all Banner Health patientsWe hope this is a satisfactory resolution If you or Mr [redacted] has any further questions or concerns, please do not hesitate to call me directlyIf I am not available, you may call ###-###-####, for further assistance Sincerely, Banner Health [redacted] Patient Financial Services Ext ###-###-#### Fax ###-###-####
Thank you for advising Banner of Ms [redacted] 's complaint We have done a thorough investigation of t he cirumstances which Ms [redacted] recounted to you Our findings do not agree with Ms [redacted] 's account in some particulars However, we have spoken with Ms [redacted] and have agreed to allow her to come back to t he clinic for treatment, but we have indicated to Ms [redacted] she must be timely and have indicated the length of time she can expect to be seen by the doctor as she had several misconceptions as to what the clinic will agree/and not agree to doIt is not possible to call patients on all occasionsThe patient's co-pay will remain unchanged
I have a complaint about one of your staff members by the name of Rai my friend is a patient here at banner and the women had the nerve to ask him which arm.he shot up in !!!!! Now he has never used a needle or stuck a needle in his arm she straight up stereo typed him and immediately judged him as a drug addict and she never read his chart If she did then she would have known his history and what was going on with him My friend felt very uncomfortable and hurt by this womens remark It was very unprofessional and wrong I demand to see something done or want this women to know it is not right to judge if she read his chart she would have known he doesn't shoot as she said Very disrespectful
Thank you for bringing this matter to our attention I have printed itemized bills as requested for Mr [redacted] 's spouse and daughter and will be sending to the address on file I was unable to find any facility bills for Mr [redacted] Mr [redacted] can contact me directly at ###-###-#### or by email at [redacted] @ [redacted] .***.Thank you, [redacted]
Dear Mr [redacted] Thank you for your patience while we investigated your concerns regarding the payments you made with your American Express credit card on February 19, and June 15, for the date of service of January 22, An audit has been completed with the department and the payments received were applied as follows:• The payment made on February 19,for $was applied to patient Isaac [redacted] , for dates of service 01/19/Please reference the attached copy of billing statement dated 02/01/• The second payment made on June 15, for $was applied to patient [redacted] , for date of service 01/22/ Please reference attached copies of billing statements dated 05/24/Please accept our sincere apology for any inconvenience and confusion this may have caused you Should you have any further questions regarding this matter, please do not hesitate to contact us at the number below, Monday through Friday, 8:a.mto 5:p.mSincerely, Stella L***Patient Financial Service SupervisorBanner - University Medical CenterEElvira Rd.Tucson, AZ 85756( [redacted] Cc: Revdex.comEnd: Copies
My wife has spent weeks and weeks on the phone regarding bills we have received from BANNER University Center in Tucson, AZ BANNER has double billed us, billed for amount already paid for by insurance, one bill sent to collection agency when we NEVER received ANY bill from BANNER, Hospital visits we were told that was covered by insurance only to find out later that the doctor was NOT covered and, per my wife, the most rude & incompetent customer reps she has ever dealt with We will be avoiding ever dealing with BANNER in the future
Thank you for sharing concerns expressed by Ms [redacted] and allowing Banner Health the opportunity to respondWe have investigated Ms***' concerns, and found the followingMs [redacted] agreed to a monthly payment plan for $a month for ten months, the first payment was received and posted on 12/31/14; no payments were received for three months resulting in a broken payment planThe issues Ms [redacted] now presents were not brought to our attention until 4/4/We are willing to work with Ms [redacted] and offer her a monthly payment plan for her total balance due of $1,at $a month for monthsIf Ms [redacted] agrees to this amount we can reset her payment planIf you or Ms [redacted] has any further questions or concerns, please do not hesitate to call me directlyIf I am not available, you may call ###-###-####, for further assistance
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] This issue has been resolved and I thank the Revdex.com for there efforts in this matter
During a surgery on my knee in June of 2015, Anesthesiologist Brian D [redacted] of Gateway Anesthesia Associates, while intubating me broke two of my teeth off D [redacted] was employed by Gateway Banner Hospital Numerous attempts have been made of Banner Health of Arizona requesting, and demanding I be compnsated the $11,for the cost of repairing the damage, but to no avail
Good morning,Thank you for sharing *** *** experience, we apologize for the frustrations. In order for me to have this information reviewed and try and assist, I require further information. *** *** can contact me directly with patient information, date of
service and office visited, I will then be able sent to the appropriate leadership for review.My email address is *** and my direct phone no is ***Thank you,*** * ***
Banner Baywood Medical Center has a formal complaint process to address patient and/or family concerns. As part of this process, when we are notified of a concern via a third party, we reach out to the individual to discuss the concern and, if desired, begin the formal complaint process.
Thank you for sharing this information with us. We will make contact with the patient and/or family to address their concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was phoned by the company in question on this complaint a few weeks back, so I replied to your guys email saying that they had contacted me You all closed the complaint and I have not heard back from the company in question here I was not sure what I should do in this situation as it has been a few weeks since I have heard from them Their words on the phone were, "Give us a few days and we will get this straightened out." I did recieve a check for the money that they owed me, but what about the rest of the complaint, what is being done so this does not happen again, and the fact that they had my money for months for no reason still has me a little cross with them
Any help with this matter would be greatly appreciated,
Thanks,
*** ***
***
*** (Cell)
October 2015Revdex.comATTN: JASMINE HILL N12rSTREET PHOENIX, AZ 85014VIA FAX ONLY: (602) 798-8279COMPLAINT ID#: ***
RE: Patient: *** ** ***Account
Number: *** *** *Date ot'Service: 121:2312013Dear ***We received the above complaint ID today; we reviewed Mr*** concerns and found be cal.led Banner Health's Central Billing Office on 5/9/and requested the $payment be transferredMr*** account was pulled from collections and payment was transferred on 519/14.If you or Mr*** has < ny further questions or concernsplease do not hesitate to call me directlyIf Iam not available, you may ca***, for further assistance
Thank you for the opportunity to respond to concerns brought forth by Mr*** ***, our former patient.
After careful review of Mr***'s account noted, the following was identified as the source of Mr***'s concernsOn 4/1/Mr*** called Banner Health Patient
Financial Services due to the Explanation of Benefits (EOB) he pulled from his insurance, which stated they had paidMr*** was advised at that time that his insurance rejected our claim due to an incorrect identification numberWe immediately updated his account and re-billed with the correct identification numberOn 4/2/we received payment from *** *** *** ***A refund was issued to Mr*** on 5/14/14; however, we failed to take necessary steps in order to process timely, given this information.
We have addressed this with staff in order to prevent this from occurring in the futureWe value our patients and sincerely apologize to Mr***We hope this concludes this matter.
If you or Mr*** has any further questions or concerns, please do not hesitate to call me directlyIf I am not available, you may call ***-***-***, for further assistance.
Sincerely,
Banner Health
*** ** ***
Patient Financial Services
Phone: ***-**-*** Fax: ***-***-***
Email: ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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 until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Banner Health offers a service for individuals suffering from lymphedema (swelling of limbs)This program is regularly recommended to cancer patients that have had lymph nodes removed I voluntarily entered into the program to help reduce the swelling of my right legWith insurance, I had to pay $per visit and I went for two visits per weekThe service was great and helped relieve the swelling problems
When I first started, I asked about the cost and prior to reaching my deductible, I inquired at each visit as to my progressWhen I reached my deductible, we had a mini celebration at the front desk and they stopped charging for each visitI mentioned this to my company HR Manager and she said to be careful, there may be additional chargesDuring my next visit, I asked that they check to make sure I was staying up to date of what I owedThey assured me that I was up to dateI went for several more visits and continued checking of the billingStill all okayNearing the end of the treatment program, I had to travel for two weeks and made arrangement to reschedule appointments for when I returnedThey were very flexibleUpon returning home, I found a bill from Banner Desert Hospital for $1200, I was pretty upsetWhen I went for my treatment the next day, I present the desk with the bill, inquiring about the additional chargesThey didn't know why I would be charged this additional amountI called the billing department and spoke with several people there and got the run around, always coming back to me opening an account to make paymentsI believe that when I traveled for the two weeks, it triggered or activated their system to bill me for other charges they were accruing on my account, the amount I had inquired about from the beginningI is clear they were going to charge be the addition fees without disclosing them to me in advancedI inquired multiple times and diligently paid what was requested at the beginning of each visitThis type of business practice is discussing, preying on people suffering form from medical conditionsThey only care about getting your moneyAfter trying to resolve these charges and then asking for a bill to be sent, I received a letter from a collections agency
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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 until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,*** ***
This year I has an appointment in january. No problem, then in April the day before my appointment, Banner calls and thinks I have last year's insurance. When I tell them no, it is United Healthcare. They say h yes, it is here. It is UHC Medicare. Uh, no, I am not even close to 65. Then today they say my referral isn't sufficient. I was here in January and it was no problem, I brought a paper copy and Madrid office did online referral yesterday. I am in a lot of pain and I say I will cash pay but ask them to confirm I will be reimbursed. Their response is that they don’t know because they don't work in billing.
Before Banner. TOCA was great! I have been a patient for 15 years. Banner absolutely sucks. They are horrible and their customer service reps don't know anything. When you call, you sit online for a long time and then receive little help.
FIND ANOTHER DR. DON'T USE BANNER
Dear Ms [redacted] , Thank you for allowing Banner Health the opportunity to respond to concerns brought for by Mr [redacted] 's, our former patient We have reviewed Mr [redacted] 's concerns and have offered Mr [redacted] free medical records: we no longer wanted a pin but rather his records on a CDWe are having them printed and they will go out in the mail today On behalf of Banner Health sincerely apologize for Mr [redacted] 's frustrationEvery effort is made to provide the highest quality of care and service to all Banner Health patientsWe hope this is a satisfactory resolution If you or Mr [redacted] has any further questions or concerns, please do not hesitate to call me directlyIf I am not available, you may call ###-###-####, for further assistance Sincerely, Banner Health [redacted] Patient Financial Services Ext ###-###-#### Fax ###-###-####
Thank you for advising Banner of Ms [redacted] 's complaint We have done a thorough investigation of t he cirumstances which Ms [redacted] recounted to you Our findings do not agree with Ms [redacted] 's account in some particulars However, we have spoken with Ms [redacted] and have agreed to allow her to come back to t he clinic for treatment, but we have indicated to Ms [redacted] she must be timely and have indicated the length of time she can expect to be seen by the doctor as she had several misconceptions as to what the clinic will agree/and not agree to doIt is not possible to call patients on all occasionsThe patient's co-pay will remain unchanged
I have a complaint about one of your staff members by the name of Rai my friend is a patient here at banner and the women had the nerve to ask him which arm.he shot up in !!!!! Now he has never used a needle or stuck a needle in his arm she straight up stereo typed him and immediately judged him as a drug addict and she never read his chart If she did then she would have known his history and what was going on with him My friend felt very uncomfortable and hurt by this womens remark It was very unprofessional and wrong I demand to see something done or want this women to know it is not right to judge if she read his chart she would have known he doesn't shoot as she said Very disrespectful
Thank you for bringing this matter to our attention I have printed itemized bills as requested for Mr [redacted] 's spouse and daughter and will be sending to the address on file I was unable to find any facility bills for Mr [redacted] Mr [redacted] can contact me directly at ###-###-#### or by email at [redacted] @ [redacted] .***.Thank you, [redacted]
Dear Mr [redacted] Thank you for your patience while we investigated your concerns regarding the payments you made with your American Express credit card on February 19, and June 15, for the date of service of January 22, An audit has been completed with the department and the payments received were applied as follows:• The payment made on February 19,for $was applied to patient Isaac [redacted] , for dates of service 01/19/Please reference the attached copy of billing statement dated 02/01/• The second payment made on June 15, for $was applied to patient [redacted] , for date of service 01/22/ Please reference attached copies of billing statements dated 05/24/Please accept our sincere apology for any inconvenience and confusion this may have caused you Should you have any further questions regarding this matter, please do not hesitate to contact us at the number below, Monday through Friday, 8:a.mto 5:p.mSincerely, Stella L***Patient Financial Service SupervisorBanner - University Medical CenterEElvira Rd.Tucson, AZ 85756( [redacted] Cc: Revdex.comEnd: Copies
My wife has spent weeks and weeks on the phone regarding bills we have received from BANNER University Center in Tucson, AZ BANNER has double billed us, billed for amount already paid for by insurance, one bill sent to collection agency when we NEVER received ANY bill from BANNER, Hospital visits we were told that was covered by insurance only to find out later that the doctor was NOT covered and, per my wife, the most rude & incompetent customer reps she has ever dealt with We will be avoiding ever dealing with BANNER in the future
Thank you for sharing concerns expressed by Ms [redacted] and allowing Banner Health the opportunity to respondWe have investigated Ms***' concerns, and found the followingMs [redacted] agreed to a monthly payment plan for $a month for ten months, the first payment was received and posted on 12/31/14; no payments were received for three months resulting in a broken payment planThe issues Ms [redacted] now presents were not brought to our attention until 4/4/We are willing to work with Ms [redacted] and offer her a monthly payment plan for her total balance due of $1,at $a month for monthsIf Ms [redacted] agrees to this amount we can reset her payment planIf you or Ms [redacted] has any further questions or concerns, please do not hesitate to call me directlyIf I am not available, you may call ###-###-####, for further assistance
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] This issue has been resolved and I thank the Revdex.com for there efforts in this matter
During a surgery on my knee in June of 2015, Anesthesiologist Brian D [redacted] of Gateway Anesthesia Associates, while intubating me broke two of my teeth off D [redacted] was employed by Gateway Banner Hospital Numerous attempts have been made of Banner Health of Arizona requesting, and demanding I be compnsated the $11,for the cost of repairing the damage, but to no avail
Good morning,Thank you for sharing *** *** experience, we apologize for the frustrations. In order for me to have this information reviewed and try and assist, I require further information. *** *** can contact me directly with patient information, date of
service and office visited, I will then be able sent to the appropriate leadership for review.My email address is *** and my direct phone no is ***Thank you,*** * ***
Please see attached
Banner Baywood Medical Center has a formal complaint process to address patient and/or family concerns. As part of this process, when we are notified of a concern via a third party, we reach out to the individual to discuss the concern and, if desired, begin the formal complaint process.
Thank you for sharing this information with us. We will make contact with the patient and/or family to address their concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was phoned by the company in question on this complaint a few weeks back, so I replied to your guys email saying that they had contacted me You all closed the complaint and I have not heard back from the company in question here I was not sure what I should do in this situation as it has been a few weeks since I have heard from them Their words on the phone were, "Give us a few days and we will get this straightened out." I did recieve a check for the money that they owed me, but what about the rest of the complaint, what is being done so this does not happen again, and the fact that they had my money for months for no reason still has me a little cross with them
Any help with this matter would be greatly appreciated,
Thanks,
*** ***
***
*** (Cell)
October 2015Revdex.comATTN: JASMINE HILL N12rSTREET PHOENIX, AZ 85014VIA FAX ONLY: (602) 798-8279COMPLAINT ID#: ***
RE: Patient: *** ** ***Account
Number: *** *** *Date ot'Service: 121:2312013Dear ***We received the above complaint ID today; we reviewed Mr*** concerns and found be cal.led Banner Health's Central Billing Office on 5/9/and requested the $payment be transferredMr*** account was pulled from collections and payment was transferred on 519/14.If you or Mr*** has < ny further questions or concernsplease do not hesitate to call me directlyIf Iam not available, you may ca***, for further assistance
Thank you for the opportunity to respond to concerns brought forth by Mr*** ***, our former patient.
After careful review of Mr***'s account noted, the following was identified as the source of Mr***'s concernsOn 4/1/Mr*** called Banner Health Patient
Financial Services due to the Explanation of Benefits (EOB) he pulled from his insurance, which stated they had paidMr*** was advised at that time that his insurance rejected our claim due to an incorrect identification numberWe immediately updated his account and re-billed with the correct identification numberOn 4/2/we received payment from *** *** *** ***A refund was issued to Mr*** on 5/14/14; however, we failed to take necessary steps in order to process timely, given this information.
We have addressed this with staff in order to prevent this from occurring in the futureWe value our patients and sincerely apologize to Mr***We hope this concludes this matter.
If you or Mr*** has any further questions or concerns, please do not hesitate to call me directlyIf I am not available, you may call ***-***-***, for further assistance.
Sincerely,
Banner Health
*** ** ***
Patient Financial Services
Phone: ***-**-*** Fax: ***-***-***
Email: ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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 until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Banner Health offers a service for individuals suffering from lymphedema (swelling of limbs)This program is regularly recommended to cancer patients that have had lymph nodes removed I voluntarily entered into the program to help reduce the swelling of my right legWith insurance, I had to pay $per visit and I went for two visits per weekThe service was great and helped relieve the swelling problems
When I first started, I asked about the cost and prior to reaching my deductible, I inquired at each visit as to my progressWhen I reached my deductible, we had a mini celebration at the front desk and they stopped charging for each visitI mentioned this to my company HR Manager and she said to be careful, there may be additional chargesDuring my next visit, I asked that they check to make sure I was staying up to date of what I owedThey assured me that I was up to dateI went for several more visits and continued checking of the billingStill all okayNearing the end of the treatment program, I had to travel for two weeks and made arrangement to reschedule appointments for when I returnedThey were very flexibleUpon returning home, I found a bill from Banner Desert Hospital for $1200, I was pretty upsetWhen I went for my treatment the next day, I present the desk with the bill, inquiring about the additional chargesThey didn't know why I would be charged this additional amountI called the billing department and spoke with several people there and got the run around, always coming back to me opening an account to make paymentsI believe that when I traveled for the two weeks, it triggered or activated their system to bill me for other charges they were accruing on my account, the amount I had inquired about from the beginningI is clear they were going to charge be the addition fees without disclosing them to me in advancedI inquired multiple times and diligently paid what was requested at the beginning of each visitThis type of business practice is discussing, preying on people suffering form from medical conditionsThey only care about getting your moneyAfter trying to resolve these charges and then asking for a bill to be sent, I received a letter from a collections agency
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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 until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,*** ***