I would not use this company unless I was forced to by my insurance, as was the case in which I was. The customer service and communication is virtually non existence. Their employee Ginger s attitude is horrible and they have a complete inability to work with doctors offices and leave the patient to do all necessary paperwork for insurance approvals.
Having used Apria in the past, this company was an unbelievable disappointment.
This has been the worst experience I have had. I am in need of a wheelchair with pneumatic wheels to allow me more activity in the area i live. I received the worst customer service and at one point after months of getting nowhere was told "dont you already have a wheelchair". Every time i made phone call and sat on hold for at least 30 minutes before reaching a human, Alma would get on the phone and promise me she would get to the bottom of it and get right back to me. We did this for months and every time i would have to call back and ask why nobody returned my call. When i asked to speak to a manager she told me every time that there was not one available. I asked for one to call me back and I still have not received a call. Worst customer service with no respect and would recommend if you have any chance to use somebody different, jump on it. When they dont have to worry about there actions and can avoid letting you talk to their supervisor, I dont believe they will every be held accountable.
Please try and avoid Lisa, the Respiratory Therapist. She has zero personal skills and will not go out of her way to help anyone. Problem is, there are only two RT's, so use the outside RT and avoid going to the office, if at all possible.
I just don't understand, every time I have needed medical equipment it has taken weeks and 1 time almost 2 months, FOR OXYGEN. They never get the scrip from the doctors, even though I have proof they did, or someone did. I waited 2 weeks for (different from the above 2 month one)an oxygen concentrator and it was defective, got another one and it lasted less than 2 weeks, both with red lights. My current CPAP machine has failed, it works for an hour or 2 and shuts off. ALL of this is necessary equipment, to me it is, obviously it is NOT to them. I have no doubt it is ALL about money, aka greed, the new standard in the US. If you use them, good luck!
Called in for some supplies and had to wait 20 minutes on hold before someone picked up. What kind if customer service is that? Great first impression NOT. Reflects on their management.
Our Dr office has faxed over to banner 4 times the paperwork needed to banner. They claim not to have received paperwork. Bad business. Personnel needs to be retrained or dismissed since they can't seem to do their job properly. Please someone take them iver to a fax machine and introduce them to it.
WORST DME supplier EVER!!!!!!!!!!!!!! They don't EVER answer calls or return them and Andrea is Incompetent!!!!!!!!!
I can't get these people to leave me alone. I don't need to be reminded of the passing of my loved one with bulk mailings all the time. I've asked them to remove me from their mailing list but I am still getting mailings from them. I don't know what else to do besides file a complaint with the AZ attorney general to get them to stop harassing me. Don't give these people your name and address unless you want them constantly badgering you with endless mailings.
if it was a 0.001 star, I would not even give that star. Billing/Insurance team and management dont even know what they are dealing with. Prior Authorization was confirmed by insurance to have them staff however, they continued to state they are not contracted. Not a wise choice to choose this Home Health company. there are other HH companies to choose. I figured, they can continue in the Casa Grande area with others, however, they only have a one set mind. My opinion only.
I just got off the phone with Adriana and she's going to help me! What a relief after all the chasing around with other medical equipment companies. What a gift to have such an employee! She's efficient, no excuses, and knows her job.
I love working at Banner, it's a great place to work. We are all working together as a team to provide excellent patient care! I really do love my job!
Just called, while I hold was reading through reviews, very discouraging, however my experience was positive with a minimum amount of heartache.
My husband is a client and every time we deal with Banner Homecare it gets worse. We needed a piece of equipment to be delivered. It took about 6 calls for the equipment to be delivered. They said they'd call back and didn't. Today someone came to pick up the equipment and said he tried to call but the number he had was Lowes. There wasn't a single digit in the number he was given that was in our number. We have been told staff is working from home but the poor performance remains consistent
I had a great experience this morning. I called in and the medical equipment phone line was answered right away. (I was weary due to the reviews when they told me they would have Mona call me back to address the concern). I received a call back from Mona in almost 5 minutes! Mona resolved the issue and placed an order to be sent out today. The customer service received today was great and much appreciated. Thanks again.
Pretty terrible experience working with Banner Home Care for my wife's medical treatment. The nurses that we worked with almost all had a superiority complex. I'm thinking it must come from the leadership of Banner because the hospital we were at had the same issue. The nurses routinely insulted us as the patient as if we were stupid and should take their authority on everything. Although, every time we had a new nurse, they had a different way of doing things. The nurses would then criticize us as the patient for wanting things done a certain way, and then criticize other home nurses for not doing it their way.
The most egregious problem was when we called into the office and spoke with one of the triage nurses. My wife tried to explain what was wrong with her at that point. The nurse responded that she is a nurse and that she knows everything about nursing and we know nothing. The nurse was completely dismissive of my wife and extremely rude.
It's time for Banner to wake up to the 21st century. Maybe 50 years ago, patients had no voice and did not want to consult about issues, but in today's world patients have a voice and should not be scoffed at for wanting their treatment done right. Out of the 10 nurses that came to our house during the 3 month treatment, I would only recommend 1 of them to a friend.
Stay away from this company!!!
I hate to give bad reviews and I am hopeful for resolution with an issue for much longer than an average. I ve been patient and empathetic to what Banner Home Care has said they needed in order to provide medically necessary and prescribed item. I have studied and tracked down every morsel of relevant information directly from Medicare and the group health insurance. IT shouldn t be this hard. And the people they have handling orders should be well versed or have a quick reference cheat sheet with up to date info about coordination of benefits such as which insurance pays first when dealing with patients who have both a large group health plan and Medicare.
I am more than happy to change this review if somehow something changes (in the next 24 hours) and they don t continue to sit on an extremely urgent order and actually reach out to me rather than waiting for me to call them.
Very disappointed. Front office staff was helpful. But technician not so. Was told to come in for CPAP mask "FITTING." Was NOT a fitting. Cannot try on the masks, must point to what I think might work (my previous mask is no longer available from manufacturer) and take it home and try it Drove over 40 miles for a "fitting" which never occurred.
Good experience with the tech who got me my supplies. She was knowledgeable and friendly, however, trying to get through on the phone is almost impossible. 15 minute waits all the time. Very frustrating. They need to address this as it forms the 1st impression in the customers mind.
I had to edit this post after a couple of frustrating days dealing with these people. Each time I've called I had long hold times. I left a message to be called back with no result. A couple days later I called again, same long wait. Left a message for a call back at 900 am. Waited ALL DAY and they called back at 430 pm while I was on another call. The tech left a message to call her back but when I tried I was on hold for 10 minutes at which time I hung up. I will take my business elsewhere. I refuse to do business with a company with such poor customer service.
Hospice is never an easy decision. But the Banner hospice team gave not only my grandpa exceptional care but our whole family. After grandpa s passing, our nurse stayed with my family to make sure we were alright. She followed up with us via text weeks following. The amount of compassion I witnessed was astounding. Words cannot describe the gratitude I have toward the nurses, case managers, home health aids and other hands that were in my grandfathers care. Hospice is never an easy decision but hospice was best choice we could have ever made.
Horrible customer service. Called to order my Cpap supplies 3 times in 2 weeks. They said that a "cpap specialist" will contact me. Nothing yet! Tried to speak to a manager "no one available". They would not take your order one day before the six months, yet they take their sweet time to send it.
A huge thank you to Andrea, and everyone else, for helping my mom during her final months with cancer. I am happy that we were able to work with you. COVID made things difficult, but Andrea was able to meet with mom and provide the needed care. Thanks so much!
My first was consultation was great, was very informative etc. Had a problem with CPAP. Called to schedule another consultation to see if maybe I needed a different mask. Was told consultant was with someone, would call me back. No call. Was told at Valley Sleep clinic there was a leak in the hose. Finally someone called & I made another appt. only to find they made it in city which is even more miles away. I arrived at city where i should have been . No appt. scheduled, I was so upset, I walked out. Very dissapointed in them.
One problem after the next. I thought service would improve after they switched to 3 month automatic supplies, but instead 6+ months go by until I need to call them because they neglected to call me in the interim. Of course they do not send the back supply of items they neglected to send. The cynic in me believes this is a cost saving measure. Shame on you, Banner.
EDIT: I was initially impressed by Banner responding promptly to reviews here, but it appears that is also a sham. After sending a message to the email address posted, I have now been waiting almost 2 weeks waiting for a follow-up from "leadership."
I must say that the home services this company has provided for me: In-home nursing, PT and OT have been a very pleasant experience for the most part. However, there is one nurse who covers my area Avondale and Goodyear who has not been so pleasant. She goes by Sandy and this nurse is rude, very condescending, twists situations around to make things worse and complicated when they don't need to be and is very, very sneaky; not to be trusted. So for those who reads this please be aware of this particular nurse and if you do please report her if you experienced the same unpleasantness as I have.
Received order from doctor s office on 6/7/18, order for Capp supplies forwarded to banner home medical supplies. No supplies received and called to see what hold up on supplies was about. Told they we re short handed and that orders we re backed up. Call 3 more times over the past month and no supplies received after 45 days now. Called Aetna for new supplier of supplies.....what happened to banner and quality..
This place has terrible customer service. Actually its more like non existant. I have called for three days, several different times during the day, on hold for OVER 20 min each time to simply order supplies. I hope to switch where I get my monthly supplies.
Over 3 weeks trying to get a new CPap machine old one broken. Specialist hasn't return calls. Going in the hospital for operation and still no answer about machine. Last specialist requested Dr notes. Dr office stated faxed all docs 6/29/17 and specialist would call me Friday 06/27/17 still waiting. Operation 07/6/17 no machine.
I wish I could use zero starts. Attempted to order C-pap supplies 3 times this year. Each time I was told the order was "entered" but is still waiting to be "processed" in the warehouse. Average delay is over 2 wks for supplies that need to be replaced every 30 days. After reading the other reviews- I realize this experience seems to be standard operating procedure for Banner Home Health. Unacceptable. My next complaint will be to the Az Dept of Health. Withholding medical care is a serious matter.
My baby boy has been sick for so long. We finally decided he needed a tracheotomy as well as 4 other major procedures at the same time. Phoenix Children's hospital encouraged me to go with preferred medical home care but I already got oxygen from banner home care and wanted to stick with them. This was the worst decision ever!!!! Being new parents with a trach baby is hard enough, but when your home care company can't even figure out the supplies you need or even find them when you tell them what you need, you have a serious problem. Every time I call I am on hold forever and when I am told I will receive a call back, I never do. I finally had to demand to speak to a supervisor hoping to resolve the issue. It took me 25 days to even get my sons replacement trach tube and when you o ly get two a month that is ridiculous!! My son needs that to breath!! I demanded help from supervisor Alma and she was helpful at first until she forgot to place an order, then messed up an order by sending adult trach tubes instead of pediatric, then she stopped accepting my calls all together. I was told I could send my next order to her email and she would place the order herself. I sent it asking for communication that it was received. I never got any communication and when I called to follow up I was told I can no longer email my order. I am now waiting to speak to her supervisor but it has been a couple days and I once again haven't heard anything. This company has no respect for people or families needs!!! I have given them chance after chance and always tried to stay pleasant, but I refuse to be disrespected any further. My son is 18 months and deserves better than this. He is a baby and these people (Wendy, Alma, etc) don't care about us!!! I was told Los Ninos cares about babies so I hope people that read this try them first!!!!
Absolutely terrible. The representatives are very nice, but they are extremely disorganized and inconsistent. One flat out told me she is not "familiar with tube feedings"...then why are YOU handling my child's account? They will also schedule deliveries of equipment without checking your availability first. This happened THREE times to us! They also do not stock an extremely common enteral feeding pump that my child requires. I could go on but it would mean wasting more time with this company.
Wait for someone to answer is a joke. Call and remain on hold for 20 minutes or longer. If they answer someone says the person who takes care of this will call you back never happens.
Completely incompetent. I was given incorrect instruction on how to use their equipment, incorrect contact information for help or recalibrations, and incorrect information regarding getting new equipment. After going for a week without getting a return call, I dropped my equipment back off and decided to do business with a different DME provider. They wanted me to sign a against medical advice from for not going through them. I, of course, refused to comply and am currently going elsewhere. I suggest everyone else do the same.
My mother was discharged from a nursing facility on Wednesday. The order was put in and her shower chair and wheelchair were to be delivered Thursday. Friday at the latest, according to Banner Medical Equipment.
No delivery Thursday, Friday, Saturday, Sunday, so I called Monday. They ASSURED me it would be delivered Tuesday. Ginger told me she would call me back by 4PM on Tuesday. She never did, and NO DELIVERY.
Wednesday, PROMISED by Ginger it would delivered by 8PM. Drove over to mother's house and waited for HOURS for this delivery that never showed. She also assured me she'd call me back by 4PM. Never did. When I called at 4, the woman would NOT let me speak with Ginger. She said "it's out for delivery". Again, no delivery. It's been a week at this point, where my mother is bedridden and no shower.
My mother cannot leave the bed or even shower because the equipment has still not been delivered.
I called today (Thursday - 8 days after the fact), and was told it was "out for delivery today". Then, upon further investigation, I discovered it was delivered yesterday - to an address OVER AN HOUR AWAY from her home. This is after I CONFIRMED the delivery address every single day, 5 days in a row, when talking to Ginger.
To say this company is incompetent is an understatement. If you have ANY other options, avoid working with Banner Home Care and Medical Equipment, and don't ever hold your breath on a call back from Ginger because she does NOT return calls - ever.
UPDATE*** They now have called my bedridden, 70 year old mother to ask HER if SHE will come pick up their misdelivery from the facility that is 1.5 hours away.
After a frustrating start to getting some medical equipment, Nicole got it done so its all good now
They are incredibly rude. They treat you like you are their employee, not vice versa. That s what happens when you re a monopoly! They cut services to pad their administrative budget and buy more companies such as EVDI. It s not just an inconvenience: they cause measurable harm to sick people. Run away if you can!
Horrible customer service! Phone wait times are not as bad as they used to be, and contact people are polite, BUT three week wait for supplies is not acceptable, especially when you live in town. I ordered supplies that need replacing every two weeks for my husbands CPAP on August 17. I called today to see where they are, and was told the order is pending. They said I might get them next week. Not acceptable. This is not the first time this has happened, but it will be the last. Will be using another provider from now on.
