Banner Physical Therapy - University Medical Center Phoenix

I unfortunately was not given the opportunity to experience the care at this facility due to the rude interaction with the scheduler working 5/14/26 around 10am. As a healthcare worker, I appreciate listening to what my patients say and trying to offer them the same care/experience/ respect I would expect. I asked specifically by voicemail for a callback on a specific number to discuss the appointment. The scheduler decided to call back a different number( which thankfully I still was present for to take) When I asked if the vm I left was fully listened to and why the number I specifically listed wasn't used, the scheduler could not give an answer. Instead of trying to correct the situation, she decided to hang up and end the call. Very professional. I'm sure the PT I was intending to see was great. The facility was recommended by my MD, yet I will never know as this individual scheduler ruined this opportunity. I would hope the administration of the establishment would consider who they are using to interact with new patients to prevent this from happening to someone else. I currently do not recommend this facility.

Banner physical therapy I must say the therapist are great my son likes working with all of them. But for the front office. After they say last name it goes to it’s going to be this much. We have a no collect insurance with a HSA contribution so we don’t pay out of pocket until it’s gone. Well they want us to pay regardless even though they were paid in full. The office Manager needs more home training how you speak to people. If you want to be treated rudely come on down.

I came for my first visit and left without being seen. This is not how I perceive the Banner name but maybe times have changed and customer service is on the decline. I signed in and the young man at the counter asked me my name and that was it. I sat in the waiting area for over 45 minutes and because I had another appointment I went up to let the staff know that I was going to have to reschedule my appointment, the young woman asked my name... again and asked me if I had spoken to anyone and I explained to her the same thing I just typed above. All of this while another patient had his phone full volume with a very audible colorful language filling the the room. Imagine having your elders having to be subjected to stuff like that. And still not be cared for. Please try and do better.

This was my first time going to Banner Physical Therapy. I started at the end of last year. My encounters and the extreme lack of customer service with the front office staff was poor. Communication was poor. Since my time coming to this location, no one communicated costs or coverage. I heard about it for the first time today, March 24, 2026. It has been over two months since I filed a billing dispute, which appears to be fraudulent billing practices. This facility does not use the Banner Health System where everything goes through Banner Health. This facility uses the Banner name but a different billing system. On my EOBs it shows that I am being repeatedly charged for the same thing multiple times, which I was told that this facility cannot see. Because this facility's billing kept giving me the run around, I reached out to the physical therapist, who did not respond. I was billed incorrectly and without my knowledge, which I believe to be fraudulent billing. Banner needs to remove its name from this facility because it does not provide its high level of customer service by giving all costs and coverage information prior to service. I have communicated for Banner Physical Therapy to not contact me and to cease all communications. DO NOT GO TO BANNER PHYSICAL THERAPY. I DO NOT RECOMMEND BANNER PHYSICAL THERAPY.

My fad had a stroke back in October and so he had to do physical and speech therapy. I think that with people with those condition there is already a lot of situations/emotions that they can not express, so would expect the therapy people there to be more understanding or to be more kind. That was not experience my dad encountered. Instead he left there upset and sad because they would not help him to understand. Instead they thought it was appropriate for 3 people to come and surround him and demand certain things from him. Since then my dad has been discouraged from going anywhere for the help he needs.

The Physical Therapy techs are awesome. They got me walking smoother, almost back to normal. Thank you I am feeling great .

The Banner Physical Therapy facility in Phoenix has turned out to be an awesome and delightful place to accomplish needed therapy and treatments. All of the staff I encountered were friendly and respectful looking to satisfy my every need. My appointment was handled in a timely manner and my technician, Allison, proved to be knowledgeable and quite professional. We arrived at a reasonable treatment process and if any further needs were exposed, she offered to consult by phone and make room for any further appointments. I highly recommend this facility for their caring and professional service.