Business Profile
Medical Service Organization
Sutter HealthHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Medical Service Organization.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I am writing to formally lodge a complaint regarding two issues I have encountered with Sutter Health during my recent medical care in **********: 1. Uninformed Billing of $1,669.60 for ******************* I was charged $1,669.60 by Sutter Health (***********************************************************************************************************) for an initial antepartum service on November 7, 2024. However, I did not receive any specific treatment on that date. Upon contacting the billing department, I was informed that this charge covered six prenatal visits from August 22 to November 7, 2024. Here are my concerns: A. Lack of Cost Transparency As a self-paying, uninsured patient, I was not informedeither during any of my six prenatal visits or via the *** app (Sutter Healths online platform)that an additional one-time antepartum fee would be required. Under the California Health Care Transparency Laws, healthcare providers are required to provide cost estimates for non-emergency services. I believe this lack of upfront disclosure violates these transparency requirements. B. Questionable Billing Practices I was told that the five prenatal visits between August 22 and October 31 were billed as subsequent prenatal visits with a charge of $0. However, on November 7, I was suddenly charged for all six visits under the initial antepartum category.Why was I not informed earlier that these visits would eventually incur a fee?If the previous visits were defined as $0, why am I now being charged for them retroactively? 2. Refund Policy Issues I paid $7,000 to Sutter Health via credit card, but when I requested a refund, I was told it could only be issued via check, despite my credit card account being active and functional. As a visitor, this policy is extremely inconvenient.Initial Complaint
12/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I booked a general year free preventive check appointment which should be covered by insurance company ******************However, I was charged $637.34 for this preventive check later.I tried to appeal this unexpected bill to Sutter Health. Sutter Health told me they asked some questions regarding to my blood pressure, so I need pay extra money. But I was never told I need pay extra money when answering their questions during preventive appointment.Sutter Health also ordered Rubeola/Mumps/Rubella items which are not related to preventive check. Then they asked me to pay those items.I believe I was cheated and overcharged by Sutter Health. I request Sutter Health to refund the unexpected $637.34 charge to me for my annual preventive check.Initial Complaint
11/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
4-19-2024 I went in for blood work for a wellness exam and asked the front desk about any fees associated with my visit. The front desk took my insurance and confirmed there was none. I received a bill after the visit to my surprise for $365.75.I called patient relations and the billing department and spoke to several people named *****, ****** and ****** ***** in the last several months who confirmed that there is an issue where the front desk tells patients there are no charges when there are. This is fraudulent and bait and switch practices. I would not have proceeded with the visit had I known there would be charges. I was not allowed to optout of the service due to associated fees. ****** ***** told me they were going to retrain their staff to correct this issue. Sutter Health has admitted they tell patients there are no fees when in fact there are. I have been dealing with Sutter Health to resolve these fees but have made no progress with them so escalating here.Initial Complaint
11/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I'm a former patient with Sutter Medical ************* I was discharged about a year ago. I have a chronic Pancratic Condition. They willing made me rive in pain for 18 days. After multiple unsecured calls I made a appointment. During which I was informed @ my front door that my Brother was found dead in ********, ******. I was going out of town for a wedding and needed my pain medication before I left. I had been up for 5 straight days/ No sleep and saw a ********************** I thought I said "you make me want to blow a phone up. Meaning calls. I apparently said "Building " .I wasn't aware I said that. I have a serious Pancratic Condition. I can't enter any Sutter Building or I will be arrested. For a year now. I've been to 15 different Doctor's. And the only Doctor in town is with Sutter. I'm extremely sick right now. All I want is my condition treated. And the Sutter Gastrointestinal Specialist is the only one who can treat me. I just want the God Given Right to proper medical treatment.Initial Complaint
10/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am writing to formally request a resolution to a billing and communication issue following my recent annual check-up with Dr. ***** at Sutter Health ********************. During my visit, I informed Dr. ***** of my existing thyroid cyst, a condition I monitor annually through ultrasound to ensure it remains stable. Dr. ***** prescribed me a thyroid ultrasound during this visit, which I believed would be classified as preventative care.Upon receiving the bill, I was surprised to see that my insurance covered 0% of this service. I promptly filed a coding review, expecting this preventative ultrasound to be correctly coded for insurance coverage. However, the review was denied, with the reason being that the ultrasound was coded as diagnostic rather than preventative. This has resulted in an unexpected out-of-pocket expense for a service that should be classified as preventative due to the nature of my condition.Additionally, I have made multiple attempts to contact Dr. ***** to discuss the reclassification of this procedure, yet I have not received any response. I am disappointed by this lack of communication, as it has left me without clear guidance on how to proceed and resolve the issue.Desired Resolution:I kindly request that Sutter Health ******************** reviews and reclassifies my ultrasound as preventative rather than diagnostic. This adjustment will allow my insurance to cover the service, as is appropriate for my ongoing condition management. I am seeking a billing adjustment to reflect this classification and reimbursement for any expenses incurred due to the coding discrepancy.Thank you for your attention to this matter. I hope to resolve this issue promptly and continue my care with confidence in Sutter Health ********************* commitment to patient support and communication.Preventative services are designed to screen for monitor known stable conditions over time to prevent future complications.Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 6/28/2024, I visited Sutter Health for the annual physical exam. When I made the appointment for this visit, I told the representative I only wanted the exam covered by my insurance. The representative confirmed that my physical is covered. Before I saw the doctor, I told the front desk and the doctor's assistant that I only want to do what was covered by the insurance. Both of them said ok and that they will let the doctor know. When I checked in, I signed a document that says if I ask my doctor any question during my visit I will be charged for that question. (Because I paid $800 last year during my physical exam for asking one question, so I know I am not supposed to ask any question this time.) So from the beginning to the end, I never ask any question when I see the doctor. But I receive a $495 bill from them. First I called my insurance and asked why I need to pay 495 for an insurance-covered annual physical. The insurance representative told me it was because Sutter Health billed my lab test as diagnose not preventive.Then I called Sutter Health billing department many times to ask why they billed like this when I only asked for insurance-covered exam and never asked any question during my visit. They just keep saying sent my bill for review. I also sent a message to my doctor. My doctor said she did not order extra test or lab for me and referred me back to the billing department. Now they just sent me the final notice for my $495 bill. Otherwise they will sent it for external collection.I confirmed with the staff three times that I only want to do what covered by the insurance before I see the doctor or do any lab. All of them told me ok they will do that. They should not order extra lab that I don't want and then charge me $495.Initial Complaint
10/15/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I went for physical test and asked doctor for Vitamin B-12 and ********* test. I noticed doctor had done additional test which were not required not even asked by anyone. Those were Rubella and Mumps. I never asked or authorized it and doctor had now charged me for it. I am attaching the bill for your reference. The total over charge is Mumps$ ***** and Rubella $67.42 so total of $136.94. I asked them for refund and they rather are threatening me for more money.This is the worst experience i ever had in my life time. I never had this issue with any other doctor. Nurse Practioner ********* ****** who attended me was ordered additional tests left and right which were not needed. I tried contacting her but she never returned my call nor responded my messages and trying to run away from this. Sutter health should take action against her. All i need is my refund of $136.94 to close this case.Initial Complaint
10/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
H Pylori Breath Test on June 26, 2024 Sutter health charges me $430, more than twice of the regular price at the lab such as Quest. I was charged multiple times for the physical exam done on June 26, in total it was $441.Initial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was seen on August 27th, 2024. The doctor instructed his staff to complete form de2501 part b. On October 1st, 2024, I was informed by ***** *******-****** that the form was not completed because I marked workers compensation (WC) and Sutter does not handle WC claims. My initial feedback is why did it take so long for me to be informed that the form had not been completed or submitted. I expressed my grievances directly to *****. I prefer communicating via the online messaging center, for documentation purposes. Dulce is now instead of responding via our normal means of communication calling me. On October 4th, 2024, I submitted a new receipt # with corrected information less the *** Dulce who usually responds within reasonable time, either same day or within the 48 hours allotted is now non responsive. I understand that everyone is busy, it's healthcare and that is completely understandable. What is not understandable is the fact that I have been awaiting the submission of this offices part b de2501 to EDD since August 27th, 2024. The form has still not been submitted and I now suspect that Dulce and Sutter as a whole are initiating these delays intentionally. I have proof of questionable communications. I have been paying out of pocket. Sutter must more clearly and explicitly makes it known that a form I expected to be submitted has not been submitted and why it hasn't. I ask that be a priority response, I also would like to share that it is disheartening to be apart of a medical group, whom I am paying, that does not prioritize my disability claim to make certain that I am paid. Finally, Sutter is working against me and it is completely unethical. I would like to speak with someone concerning my claims of mistreatment. ***** *******-****** is not treating me fairly. It is October 8th, 2024, and I have no response back from *****. Can someone please tell me why my claim has not been submitted. When will it be submitted?Initial Complaint
09/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Sutter health charge $162 fees in a preventive care visit without consent from me. I had a visit of annual physical exam on July 10 with Sutter Health *************** During the visit the doctor brought up the ** visit record she saw in the system that I had at ********** hospital in June. The condition and situation related to the ** visit were already addressed by the ** doctor, which I paid about $2000 out of pocket separately. According to Sutter Health, Discussing any new or worsening symptoms is not considered preventative. There is no new or worsening symptoms to discuss since they are already addressed by ** doctors. Reading the notes from computer about the ** visit does not constitute new or worsening situation. Besides, I as patient did NOT seek advices from Sutter Health and it was brought up by Sutter Health. It almost feels like a predatory practice so they can post a charge!In addition to refund, I also demand Sutter Health to seek consent prior to offer non preventative service.
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
133 total complaints in the last 3 years.
32 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.