BANNER Home Care

Pros

• The reviewer is very satisfied with the care they receive from Banner Home Health Care.
• The reviewer thanks the staff for all the help they received.
• A Banner Home Health Care representative on the phone is described as helpful, pleasant, and kind.
• Scott Hansen, an RRT, is singled out as consistently helpful.
• The reviewer believes Banner Home Health Care cares about its patients.

Cons

• The company does not return callbacks despite being told to expect one.
• It refused to fill an order because it does not accept the customer's insurance, even though it was found as in-network.
• It billed for CPAP equipment rentals and caused collection calls after the deductible was met.
• It only sells full masks and does not provide OEM replacement parts, hindering repairs and maintenance.
• It takes weeks to provide essential equipment (oxygen, CPAP), with units that are defective or fail quickly.
• The phone staff are rude and scheduling is poor; nurses are described as unprofessional.
• It mishandles medical records requests, with wrong contact numbers and dead voicemail, delaying access.
• Cushions and supplies are delivered to the wrong address and not resolved promptly.
• The organization is perceived as prioritizing money over patient care, described as greedy.
• After surgery, elderly patients often receive little support, with directions to ER rather than adequate care.

Review

Banner Home Care (Banner Health's home care division) presents a complicated picture in the experiences shared by patients and their families. On one hand, there are remarks praising the care and expressing gratitude to individuals who delivered attention and support. On the other hand, a large body of feedback focuses on chronic problems with communication, billing, scheduling, and access to essential equipment and records. Taken together, the collection paints a portrait of a company that can feel caring in moments of personal contact, but whose operational and administrative processes leave many patients frustrated, financially burdened, and sometimes without timely, reliable access to critical medical supplies.

Several reviewers describe the initial impression as promising: finding the provider through an insurer's network, engaging with a helpful call center representative, and feeling that the organization truly cares about patients. One note even highlights a particular staff member who was consistently helpful, underscoring that there are individuals within Banner Home Care who demonstrate professional, compassionate service. Yet even among these glimpses of positive staff behavior, the broader pattern in the reviews is repeated and troubling: promises made by staff or insurers are not consistently fulfilled, and the downstream consequences can be costly and stressful for patients who depend on timely equipment and supplies.

A persistent thread concerns insurance navigation and callbacks, which many readers describe as opaque or unreliable. Several accounts allege that they were directed to Banner Home Care after identifying in-network status on their insurer's website, only to be told later that the service would not fill the order because the provider does not take their particular plan. This disconnect between what a patient is told by the insurer and what Banner actually processes leads to long delays, repeated follow-up calls, and a sense of being caught in a bureaucratic loop. The frustration is compounded by experiences of delayed responses: a week can pass without any update, followed by assurances that paperwork is being processed, only to hear that the order can't be filled due to insurance constraints. For patients, those delays can feel like legitimate barriers to receiving essential equipment.

Billing, in particular, emerges as a major sore point. Reviews describe a pattern of confusion around CPAP machines and other home equipment: whether items are rented versus purchased, and how insurance deductibles apply. Some patients say they were assured there would be no out-of-pocket costs, only to discover bills or collection calls months later after a machine or accessory had already been delivered. One patient recounts a year-long dispute where a CPAP machine was billed as an ongoing rental, despite assurances from a worker that the setup would be corrected and nothing would be owed. The situation escalated into collection activity that continued into the next deductible year. The impression left is that Banner Home Care's billing practices can be opaque, inconsistent, and financially punishing for patients who are simply trying to obtain necessary equipment.

The quality and reliability of the equipment itself is another recurrent theme. Reviewers repeatedly describe long waits for oxygen equipment or CPAP supplies - months in some cases - and ongoing malfunctioning devices when they finally arrive. Oxygen concentrators with red indicator lights, CPAP machines that shut off after only an hour or two, and defective devices that fail within weeks are all cited. In one particularly frustrating example, a patient was told that a needed supply tube for a CPAP mask could not be provided because Banner only sells full masks and not OEM replacement parts, even though replacement parts are readily available elsewhere. The sense here is a misalignment between patient needs, safety, and the company's product offering, leading to patients improvising temporary, non-ideal fixes to stay compliant with prescriptions.

Support for replacements and parts appears especially problematic. Several accounts describe a hesitancy or refusal to supply necessary accessory components, pushing patients toward third-party suppliers or online vendors. A patient describes patching a damaged mask tube with electrical tape for weeks while awaiting a replacement, then having to navigate a separate online source to obtain the needed part. The underlying problem, according to these reviews, is that Banner's policies create barriers to timely repairs, turning what should be routine maintenance into a prolonged struggle to stay medically compliant and comfortable at home.

Communication within the company and with patients is repeatedly criticized. Call centers are described as staffed with rude or frustrated agents, leaving patients with a negative first impression that colors the entire interaction. Scheduling is singled out as particularly problematic: nurses may be assigned to a visit without a clear arrival time, and when a patient asked to adjust the time due to family health concerns, the nurse reportedly refused to wait, saying, "I'm not waiting around all day." Such anecdotes reinforce a perception that Banner's operations put the burden on patients to adapt to the company's scheduling constraints rather than on Banner to accommodate patient needs. There are also incidents of misdirected communications, including texts intended for another patient, which amplify a sense of disorganization and carelessness about patient records and privacy.

Access to medical records and privacy concerns sit alongside the operational frustrations. Several patients report difficulty getting copies of their medical records, with some indicating that calls to obtain records end up in voicemail or are transferred without resolution. One reviewer even mentions contacting high-level authorities as a last resort to obtain access to records, highlighting a perception that Banner's administrative apparatus is too large and under-delivers on patient rights to access their own information. The sense of being shuffled through a maze, rather than supported with clear, direct assistance, is a common thread throughout many of these comments.

Finally, a few entries touch on broader, more serious concerns about the care ecosystem. One reviewer describes a lack of support for an elderly relative after surgery, essentially leaving her at home with no guidance or transition to rehab facilities, which prompts questions about the level of patient-centered planning and coordination Banner provides for vulnerable individuals. Across multiple stories, the overarching frustration is clear: when patients need timely equipment, clear billing, and respectful, capable coordination across multiple departments, Banner Home Care often falls short, leaving patients and their families to navigate a challenging and sometimes financially burdensome experience.

In contrast to the many critical reports, there are occasional glimpses of positive interaction and competence. A few reviewers commend specific staff members for their helpfulness, courtesy, or expertise, reminding readers that the quality of care can shine through despite systemic challenges. Yet these isolated positives do not erase the weight of the broader pattern: inconsistent insurance handling, delayed or missing equipment, billing disputes, poor communication, and a daunting administrative process that can leave patients feeling underserved in critical moments of need. For anyone considering Banner Home Care, the message from these experiences is clear: proceed with caution, verify details in writing, and be prepared for potential delays and billing complexities.

Pharmacies

• Walmart Pharmacy (0.5 miles)
• Walgreens (1.5 miles)
• Walgreens (2.1 miles)
• Walgreens (2.6 miles)
• CVS Pharmacy (2.7 miles)
• Walgreens (3 miles)
• Walgreens (3.1 miles)

Restaurants

• Arizona Wilderness Brewing Co. (0.8 miles)
• In-N-Out Burger (1.7 miles)
• Chick-Fil-A (1.8 miles)
• Green Corner Restaurant (1.8 miles)
• Hibachi Grill Super Buffet (1.8 miles)
• Sidewinder Subs (1.9 miles)
• Tom Ryan's (2.7 miles)

Cafes

• Panera Bread (1.8 miles)
• Panera Bread (4.5 miles)
• Peixoto Coffee Roasters (5 miles)
• Starbucks (5.3 miles)
• Infusion Coffee & Tea (5.7 miles)
• Starbucks (5.7 miles)
• Starbucks (5.8 miles)

Theaters

• AMC Mesa Grand 14 (1.9 miles)
• Alamo Drafthouse Tempe (5 miles)
• Harkins Tempe Marketplace 16 (5.6 miles)

Physicians

• Oasis Behavioral Health Hospital (2.5 miles)
• Southwest Endoscopy & Srgcntr (3 miles)
• Gilbert Primary Care (4 miles)
• Eye Concepts Vision Center (4.3 miles)
• Riviera Opticare (4.5 miles)
• Chandler Eyecare (4.8 miles)
• Arizona Sun Family Medicine (5 miles)

Places of Worship

• First United Methodist Church of Gilbert (2.7 miles)
• Mesa Arizona Temple (2.8 miles)
• Church of Jesus Christ of Latter Day Saints (4.1 miles)
• Kingdom Hall (4.4 miles)
• Temple Emanuel (5.3 miles)
• Church of Jesus Christ of Latter Day Saints (5.5 miles)

Parks

• Daumler Park (3.4 miles)
• Selleh Park (4.4 miles)
• Finley Farms Park (5.8 miles)
• Greenfield Park (5.8 miles)

Hospitals

• Chandler Regional Medical Center (5.8 miles)