Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business will send a bill for the incorrect amount on purpose. I have documentation of a zero bill with this company and they are trying to get paid $1200. This is common practice with this company and they need to be stopped from trying to scam people out of money.

  Business response

  01/15/2025

  Hello:
  
  I want to help address your concerns, but I cant respond online to protect your privacy.
  
  So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
  
  I look forward to assisting you.
  
  ***** ***** ****
  
  Patient *****************************************************************  **********************************************************

• Initial Complaint

  01/15/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address an ongoing billing issue related to my genetic testing with Natera. Despite providing both my Premera and ***************** information prior to the test, I have received two separate bills($349 and $649) indicating that the cost of my testing is being considered "self-pay."I have followed up multiple times and provided the necessary insurance details, yet it seems that Natera has not processed the claims with either insurance provider. Given that both Premera and Progyny should cover the cost of this testing, I kindly request that Natera review my account and resolve this matter promptly by submitting the claims to the appropriate insurers.Below are the details of my account for your reference:Full Name: Chunsi ***** Date of Birth:********** Case number: ******** Insurance information:case number: AUTH-******* Patient name: Chunsi ***** Patient Date of birth: ********** *************** or physician: PNWF- ******* Patients email: **************** Patient Phone number: ********** Name of your insurance 1: Progyny Member ID: Progyny Patient Member ID *********

  Business response

  01/15/2025

  Hello:
  
  I want to help address your concerns, but I cant respond online to protect your privacy.
  
  So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
  
  I look forward to assisting you.
  
  ***** ***** ****
  
  Patient *****************************************************************  **********************************************************

  Customer response

  01/17/2025

  Complaint: 22815070
  
  I am rejecting this response because:
  I just received the same $649 bill at 10:55am PST, the issue is not resolved.

  
  Regards,
  
  Chunsi *****

  Business response

  01/22/2025

  Hello,

  Please check your email

  ***** ***** ****
  
  Patient *****************************************************************  **********************************************************

   

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It is an genetic test covered by insurance but the provider keep sending bill for unreasonable price.

  Business response

  01/15/2025

  Hello:
  
  I want to help address your concerns, but I cant respond online to protect your privacy.
  
  So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
  
  I look forward to assisting you.
  
  ***** ***** ****
  
  Patient *****************************************************************  **********************************************************

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill for genetic testing totally $550. I paid for this in Aug 2024. After paying I received another bill for over $1500. The doctors office informed me the test should cost no more than $349. I called ******** who is the territory manager for ********* (*******************). She confirmed that it should only cost $349 and that the company will refund $201 to me. I called Natera in Sept and was also told the cost would be $349 and I was receive refund within 60 days. I called back again in December 2024. The representative helping me stated I should have received the refund and she will need to escalate this case. She stated I would receive a call recording the refund. I did not receive any updates. It is now Jan 2024 and I still have not received the refund for overpayment.

  Business response

  01/14/2025

  Hello:
  
  I want to help address your concerns, but I cant respond online to protect your privacy.
  
  So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
  
  I look forward to assisting you.
  
  ***** ***** ****
  
  Patient *****************************************************************  **********************************************************

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is a big scam. I called prior to having test completed and was told I would not receive a bill for more than $250. I then received a bill for $625. Any time I try to reach out they disregard me and keep just sending me warning letters in the mail. I am not going to pay these scammers who do this to more than just myself.

  Business response

  01/14/2025

  Hello:
  
  I want to help address your concerns, but I cant respond online to protect your privacy.
  
  So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
  
  I look forward to assisting you.
  
  ***** ***** ****
  
  Patient *****************************************************************  **********************************************************

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received the attached bill from Natera regarding a genetic testing service. My insurance company, *****************************, said that the claim for this testing has already been paid and that Natera should definitely not be sending me a bill. Moreover, this service was completed in March of 2023 and we are now receiving a bill in January of 2025 because apparently Natera was trying to negotiate with my health insurance company. However, my health insurance representative said this is completely false. There are TONS of stories and cases about Natera scamming in this way all over the internet.

  Business response

  01/13/2025

  Hello:
  
  I want to help address your concerns, but I cant respond online to protect your privacy.
  
  So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
  
  I look forward to assisting you.
  
  ***** ***** ****
  
  Patient *****************************************************************  **********************************************************

  Customer response

  01/13/2025

  Complaint: 22801990
  
  I am rejecting this response because it does not address any of the complaints I brought up. 
  
  Regards,
  
  ***** *****

  Business response

  01/14/2025

  Hello,

  Please check your emails

  ***** ***** ****
  
  Patient *****************************************************************  **********************************************************

  Customer response

  01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took their Panorama test and Received the result on 09/14/2024. Last year, I called them to ask when I would receive the bill. The receptionist told me they had not received back my claim thing from my insurance company, so they could not send the bill yet. I asked my insurance company yesterday, and the reply said "Upon review of your account, the claim with a date of service of 09/06/2024, was received by Premera on 10/01/2024 for genetic lab testing. I am not sure what is meant by your statement as to whether they have not received a claim from us, because whenever a member receives a service from a provider a claim is submitted into insurance by either the provider or the member for reimbursement. We would not submit a claim to Natera. I would advise possibly reconnecting with them and getting information and clarification as to what exactly they mean."I searched my bill with my case number on the Natera website, but it shows no case in their system, so I am worried that it will take longer if I don't take action. I want them to check my case and send me my bill.

  Business response

  01/13/2025

  Hello:
  
  I want to help address your concerns, but I cant respond online to protect your privacy.
  
  So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
  
  I look forward to assisting you.
  
  ***** ***** ****
  
  Patient *****************************************************************  **********************************************************

• Initial Complaint

  01/11/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  At the recommendation of my OBGYN I went for genetic testing of my fetus when I was pregnant on May 22, 2023. I was told by both my OB and the Natera representative that the testing would be covered by insurance because I was high risk and over 35 at the time, and that I would only be billed around $250. I never received a bill or any follow up from Natera until November of 2024, over a YEAR after my procedure. The bill was for over $2,000 and I found out that when I had gone to the Natera clinic, they had talked me into testing that was beyond the general screening that my OB had recommended without telling me that this additional screening was for VERY unlikely genetic issues and was almost certainly not covered by insurance. This is case number ******* and indeed was not covered. In addition, because they had sent these bills over a YEAR later, I had moved and I didn't get them right away. For the second bill (case number *******) for the prenatal screening that IS partially covered by insurance, they have a bizarre policy of charging $249 if you pay quickly (within 30 days) but if you pay after the 30 day period you suddenly owe $1,590 instead. The 30 day period had ended by the time the bill got to me and so I never had the opportunity to pay the reduced cost I had been quoted. At no point was this policy told to me by the Natera staff when I was having the testing done. Looking online this company is apparently known for predatory billing practices and has had several investigations and class action suits filed against them. I called and was put on hold 6 different times by the same person who could not explain why the bill came over a year later, why the staff person talked me into "custom" testing without telling me it would cost me thousands extra, or any other helpful information. I would like to pay only the amount that I was originally quoted when I had the procedure ($249) and never be contacted by this company again after that.

  Business response

  01/13/2025

  Hello:
  
  I want to help address your concerns, but I cant respond online to protect your privacy.
  
  So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
  
  I look forward to assisting you.
  
  ***** ***** ****
  
  Patient *****************************************************************  **********************************************************

• Initial Complaint

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used Natera for genetic testing when I was pregnant in early 2023 and again in early 2024. I was told that the testing was covered by ************, who at the time was my health insurance provider. Many months later, I found out that Natera was billing Tricare East who is provided by a different vendor and was not my insurance provider. Now the maximum time to charge my insurance has lapsed because of their mistake, so they are trying to charge me for it. I was told by Natera's billing department that this issue would be fixed, but that was untrue. I have repeatedly received bills and emails from Natera saying that I owe them $550. When I call, their customer service and billing departments keep me on hold for hours at a time and say that they need to "speak to their manager". Then they say they will call me back but never do. I am tired of being harassed by this company with no way to fix the problem.

  Business response

  01/09/2025

  Hello:
  
  I want to help address your concerns, but I cant respond online to protect your privacy.
  
  So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
  
  I look forward to assisting you.
  
  ***** ***** ****
  
  Patient *****************************************************************  **********************************************************

• Initial Complaint

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had genetic testing done for our baby through Natera. Covered completely under insurance no issues. See uploaded image. 1/8/2025 my wife gets an email saying this is the 5th and final attempt to receive the unpaid balance of $549. She calls in asking what is going on they said they can only speak to me. I can they ask for my information and say oh we did not have an address on file so we could not send you a bill so it was going to go to collections. So I paid for the bill, asked them for an itemized invoice for services. Attached is the bill of sale for the $549. It says date of service is 8/12 which insurance and the visit was 7/15. They made up a random invoice and sent it to us with no information. When I called into inquire about it this is when they collected the address to be able to send me the bill.

  Business response

  01/09/2025

  Hello:
  
  I want to help address your concerns, but I cant respond online to protect your privacy.
  
  So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
  
  I look forward to assisting you.
  
  ***** ***** ****
  
  Patient *****************************************************************  **********************************************************

  Customer response

  01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩