Mesa Lutheran Hospital Trnstnl

Pros

• The facility provides excellent service and is very clean and modern.
• Visitors enjoy talking with Lisa, who is highly regarded.
• Banner Health is thanked for allowing the MLH Reunion to be held at the facility.
• The education department is great.
• The facility is nice and easily accessible, and it is considered a great place to work.
• The place was amazing.
• It is a great place to work.
• Training facilities staff are amazing.
• There is plenty of parking, and the lobby cafe offers good sandwiches.
• COVID-19 testing was quick with short wait times and staff were knowledgeable.

Cons

• The billing department staff are inept and criminal.
• The facility charged out-of-pocket for a low-dose CT scan despite meeting the criteria for the "Saved by the Scan" program.
• The customer service is the worst.
• Getting in touch with someone requires transfers across multiple departments just to speak to HR.
• ED care was atrocious, with patients refused to see physicians and forced to see PAs whose orders were inappropriate.
• Banner Health is accused of predatory billing practices, including balance billing and increasing balances after months.
• A travel nurse was very nasty.
• A patient relations agent was rude, deceptive, and unprofessional.
• They disconnect calls at their discretion.
• The Ahwatukee location shows front-office staff under extreme pressure and treating people as if they were widgets.

Review

The collection of reviews portrays Banner Health as a place of contrasts: many visitors praise the facilities as clean, modern, and easy to access, while others recount frustrating experiences with billing, administration, and certain clinical interactions. Across the board, several reviewers highlight the quality of the physical environment and the friendliness of some staff, but these positives are frequently tempered by concerns over cost, communication, and consistency in patient care.

Several reviewers speak highly of the facility atmosphere itself. They describe the campuses as large, clean, and easy to get to, with the impression of a well-organized operation and a modern feel. One reviewer notes the space as "clean and modern," another mentions the comfortable surroundings during an MLH Reunion held at a Banner facility, and a few portray Banner as a good place to work or visit. There are nods to supportive, personable staff in some departments - Lisa is singled out as someone special, and Rebecca is praised for her patience and reassurance when navigating insurance and care. A number of comments also point to convenient amenities, such as cafes in the lobby with solid food options and ample parking, contributing to a generally welcoming first impression for visitors and employees alike.

Staff interactions emerge as a mixed topic, with both standout positives and significant criticisms. On the positive side, dedicated individuals are recognized for providing good care and guidance: Rebecca is described as very patient and kind, helping a new graduate feel cared for while navigating insurance; the education department and training facilities are deemed excellent by several reviewers, and some colleagues express excitement about working there. Yet there are sharp complaints about specific people and experiences in patient relations and call centers. One reviewer reserves praise for the broader team but singles out Melissa Soto Gonzalez as hostile and unhelpful, detailing a pattern of rude, abrasive behavior and poor customer service that undermines confidence in Banner's patient relations. Several comments acknowledge that while some call-center staff are friendly, others do not meet professional expectations, which colors overall impressions of the organization.

Billing and customer-service experiences dominate much of the discontent. A recurring theme is frustration with high or unexpected charges and what some describe as predatory billing practices. One account accuses Banner Health of balance-billing over $3,000 and reports a long, frustrating battle with the billing department that eventually yielded only partial refunds after repeated inquiries. Another reviewer highlights a persistent issue with a prior-balanced statement being adjusted months later in a way that increased the amount due by thousands more, repeating concerns that the Better Business Bureau has documented similar cases. These stories contribute to a perception among some patients that the financial side of Banner care can be opaque, aggressive, and difficult to resolve, even when the medical care itself may be adequate.

Access and communication challenges are also cited as recurring pain points. Several reviewers describe frustrating experiences trying to reach someone by phone, with feelings that contacting the right department can resemble "pulling teeth" or requiring transfers through multiple lines and departments, including HR. There are complaints about gate access and hours, such as gates being locked at lunchtime, forcing patients or family members to wait or walk longer distances to enter the facility. These operational hiccups contribute to a sense of disconnect between the patient experience and the intended seamless service suggested by a large, modern health system.

Clinical experiences in the emergency department and related care inspire particularly strong opinions. One reviewer recounts multiple ED visits involving what they consider misdiagnosis or inappropriate orders, describing a PA (Alicia Falls) who did not appear to have a stethoscope yet documented a thorough assessment, and alleging that orders were issued without direct examination. The reviewer also reports a prolonged wait with little communication, followed by privacy concerns when staff interviewed them in a lobby instead of a private room, raising HIPAA-related questions about patient confidentiality. These detailed accounts contribute to a broader unease about the consistency and safety of urgent-care experiences within Banner facilities, even as others in the same system report more favorable visits.

There are also mentions of COVID-19 testing and other routine experiences, which show a split in perceptions. Some reviewers describe efficient testing experiences with short wait times and results returned within a couple of days, while others note the importance of making appointments in advance. A few comments touch on specific programs and benefits - such as the "Saved by the Scan" initiative from the American Lung Association and Medicare coverage - which some patients were aware of and others were not, highlighting gaps in program dissemination across Banner locations.

Finally, the collection touches on employment and culture, with some reviewers expressing pride and enthusiasm about working at Banner Health, appreciating the work environment and the opportunities to advance. Conversely, others describe workplace stress and high pressure at certain Ahwatukee locations, contrasting with more favorable notes about teamwork and the support people feel in some departments. The overall impression is one of a large system that can deliver excellent facilities and compassionate individuals in many cases, while simultaneously facing persistent challenges in billing transparency, administrative efficiency, and the consistency of clinical care and privacy practices.

Pharmacies

• Walgreens (0.8 miles)
• CVS Pharmacy (1 miles)
• Walgreens (2.3 miles)
• Walgreens (3.5 miles)
• Walmart Pharmacy (3.7 miles)
• CVS Pharmacy (4.3 miles)
• Walgreens (4.3 miles)

Restaurants

• Restaurant Huauchinangos Mexican Food (1.6 miles)
• McDonald's (1.6 miles)
• Chick-Fil-A (1.7 miles)
• Green Corner Restaurant (2.8 miles)
• Hibachi Grill Super Buffet (2.9 miles)
• In-N-Out Burger (3.2 miles)
• Bar Louie - Tempe Marketplace (3.4 miles)

Places of Worship

• Mesa Arizona Temple (2 miles)
• Salt River Assembly of God (3 miles)
• Kingdom Hall (5.2 miles)
• Islamic Community Center of Tempe (5.5 miles)
• Church of Jesus Christ of Latter Day Saints (6.5 miles)
• Temple Emanuel (6.6 miles)
• First United Methodist Church of Gilbert (6.6 miles)

Physicians

• Riviera Opticare (3.2 miles)
• Southwest Endoscopy & Srgcntr (5.1 miles)
• Glick Ronald M Do (5.6 miles)
• Scottsdale Cardiovascular Center (5.7 miles)
• Gilbert Primary Care (5.8 miles)
• Azam Medical Clinic (5.8 miles)
• 20/20 Image Eye Centers (6 miles)

Theaters

• Harkins Tempe Marketplace 16 (3.4 miles)
• AMC Mesa Grand 14 (4.1 miles)
• Alamo Drafthouse Tempe (6 miles)

Parks

• Daumler Park (3.4 miles)
• Selleh Park (4.1 miles)
• Tempe Beach Park (5.8 miles)
• Greenfield Park (6.4 miles)

Cafes

• Panera Bread (4.2 miles)
• Infusion Coffee & Tea (4.4 miles)
• Starbucks (4.8 miles)
• Bikini Beans Espresso (4.9 miles)
• Dutch Bros Coffee (4.9 miles)
• Starbucks (5.1 miles)
• Starbucks (5.2 miles)

Transportation

• METRO University Dr /Rural (4.9 miles)

Hospitals

• Greenbaum Surgery Center (6.1 miles)