BANNER Home Care in Gilbert, AZ

Pros

• The Banner Home Care representative was helpful, pleasant, and kind.
• Susanna provided patient, clear guidance and fixed the CPAP issue over the phone.
• Mona promptly resolved the issue and arranged same-day shipment.
• Adriana was efficient, no excuses, and knew her job.
• Jonathan Z. was praised for his professional demeanor and effective guidance through physical therapy.
• Anita, Lori, and Dana offered encouragement and helped the patient progress in home therapy.
• The care team was noted for consistency and reliability when visiting with the same caregivers.

Cons

• They won't call back despite the callback system in place.
• They refused to fill my order because they don't take the patient's insurance.
• It was a terrible experience; Banner Home Care should be avoided.
• They billed for months of CPAP equipment rental, leading to collection calls.
• They can't provide OEM replacement parts, only full masks, and appear to push repairs to pocket insurance money.
• The phone staff are rude and scheduling is among the worst.
• They lack a dedicated line for medical records and routes calls to a dead voicemail.
• They are disorganized and frequently fail to deliver equipment or return calls.
• They charge prices well above retail and engage in questionable billing practices.

Review

Banner Home Care in Gilbert is best suited for families already embedded in the Banner Health network who can tolerate notable administrative friction in exchange for in-home therapy and equipment support from clinicians who, when they show up, deliver solid hands-on care. This community works best for patients who value the presence of able nurses, physical therapists, and respiratory specialists enough to overlook frequent process gaps. In short, the care quality from individual clinicians can be excellent, but the overall experience hinges on a fragile, often slow back-office system. Those who need strict timeliness, transparent billing, and reliable communications should look elsewhere.

Alternatives deserve serious consideration for anyone facing chronic patience-sapping issues with Banner Home Care. The reviews repeatedly flag long hold times, missed callbacks, and dead voicemail trunks, suggesting that urgent or time-sensitive needs can easily slip through the cracks. If a family cannot tolerate weeks of delays in CPAP supplies, oxygen equipment, or routine reorders, a different DME or in-home care provider - preferably with clearer escalation paths and guaranteed response times - will likely deliver less stress and more predictability. For patients with complex insurance questions or PA requirements, exploring non-Banner options can prevent expensive billing surprises and service gaps.

On the plus side, several frontline professionals stand out as meaningful strengths. When a nurse or therapist arrives, the care delivered - ranging from effective PT to responsive CPAP troubleshooting - can be genuinely supportive. A handful of staff members, such as Scott Hansen RRT, Mona, Susanna, and Adriana, are repeatedly cited as practical, capable, and helpful, providing steps that actually move care forward. In home therapy, consistent providers and attentive clinicians can make a real difference in recovery and quality of life. Those glimmers of reliability demonstrate that Banner Home Care does hold capable talent, even if the system around it often undermines that potential.

The dominant drawbacks, however, overwhelm the occasional bright spots. The recurring themes are systemic: communication breakdowns, billing confusion, and poor service coordination. Patients report being billed incorrectly or being asked to pay copays that aren't clear, sometimes experiencing double billing or aggressive collection actions. Delays in delivering essential equipment - CPAP parts, oxygen concentrators, cushions, or shower chairs - are common, sometimes stretching into weeks or months, with misdeliveries or wrong addresses adding to the frustration. Customer service is frequently described as unresponsive or rude, and those problems extend to medical records access and routine order processing, leaving families to chase answers.

This combination of strong clinical aptitude and weak operational execution creates a tough calculus for families deciding on care. The pros - skilled in-home therapists, nurses, and respiratory specialists who can genuinely improve day-to-day functioning - do not by themselves offset the persistent billing inconsistencies, scheduling failures, and service delays. The risk is clear: relying on Banner Home Care can yield reliable hands-on care in some visits while triggering ongoing administrative headaches that jeopardize timely access to life-sustaining equipment and documentation. For families weighing options, the decision hinges on whether the likelihood of getting timely, accurate administrative support can be accepted as part of a trade-off for high-quality hands-on care.

If Banner Home Care is the chosen path, a disciplined, proactive approach is essential. Assign a single point of contact and insist on written timelines for every order, delivery, and service visit. Establish explicit expectations around callback times, escalation channels, and documentation access, and monitor every bill with the insurer's documentation in hand to catch misbilling early. Consider requesting replacement staff if a known issue arises with a particular nurse or RT, and prepare to pivot to a different provider for repeat bottlenecks in equipment delivery. Finally, compare options with non-Banner providers who often offer more predictable scheduling, clearer billing practices, and stronger customer service guarantees.

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)