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Business Profile

Medical Service Organization

Sutter Health

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Service Organization.

Complaints

This profile includes complaints for Sutter Health's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sutter Health has 102 locations, listed below.

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    Customer Complaints Summary

    • 132 total complaints in the last 3 years.
    • 33 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/17/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My doctor, Dr. **** *****, has been trying to get imaging results for me from ******************* hospital. Apparently, this request was made 6 times. **** ***** is not complying, resulting in me getting poor care.

    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had an appointment with primary care for 530 pm. When I arrived the whole building was empty. The window was closed and there was no sign. I knocked on the window. I said something. There was no one back there, so I looked online. And it said that they were closed already. I talked to a janitor and he said as far as he knew they were close so I went home. There was no sign on there that said, ring a bell or anything. Yet they are trying to bill me $40 for a missed appointment. I did not miss that appointment. I was there on time. I have missed an appointment before and I have made payments on it. But I will not pay for this. This was their fault not mine Please help me get some resolution. Also, also, their ste # is 210. That is not included with the address on this Complaint also, my phone will not take pictures so I cannot upload a picture of the bill.

    • Initial Complaint

      Date:02/28/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      During my urgent care visit at ********* ********************* on December 15th 2024 I rejected usage of an inhaler and spacer, but the nurse told us usage of an inhaler and spacer would not incur any additional cost to my urgent care visit. I've now received a bill for both items and have contacted insurance and they are saying the codes were billed correctly. Now either the nurse lied to us or should not have put the code on the bill.

    • Initial Complaint

      Date:02/22/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Transaction: Dec 26, 2024 Charge from Sutter: $617.68 This is for a pathology test after my colonoscopy.Under the charge, details show two different charges for the same amount. I asked for proof of performance as there is no reason to do the same lab test twice. Instead of answering, Sutter told me it depends on the complexity and the accounting code. Now, they are splitting the bill statements to make it more confusing. If they've performed the lab test twice, there is no reason why they cannot provide the proof.

    • Initial Complaint

      Date:02/21/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I did a routine physical annual exam on Sep 2024, I confirmed with doctor several times, I only need "preventive annual physical exam", she said all she ordered were just routine exam, nothing special. But it turned out I got a $55.2 bill for this routine check. it is not a big amount, but I do not think I should pay this by all means. I called insurance and the provide multiple times, emailed and appealed, I just do not understand, why it's so diffcult to get care, and I am only seeking preventive care, it's already so diffcult, cannot image those need serious medical help would got into what a mess. Anyway, first round, insurance told me the doctor submit the wrong code, we had 3 party call, the billing department reviewed and replied said code Z00.00 was correct, was preventive in nature. I called in second time, insurance company said the code has been changed, it is invalid now, another 3 party call, the billing department reviewed and replied the exact same. As a pacient, I do not understand all those, I do not know which part goes wrong, as morden social, people working to make everything easy, only except for insurance, for such an important matter, both provider and insurance company delibarately make it complicate, you suppose to provide care and help to people, not take advantage of people who need care and help. So shameful.

    • Initial Complaint

      Date:02/20/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went for an annual checkup with my family doctor at ******************************** Foundation (Sutter Health) on 11/6/2024. The entire visit was less than 20 mins. During the visit, my doctor discussed the normal questions related to my general health and annual checkup. Also, he provided me with flu vaccine. Doctor did order blood work (Lipid panel) for me (which so far I have not completed yet)... I was surprised that for this visit, PAMF billed my insurance 3 times (1 for Medical Visit, 1 for office Visit, and 1 for immunization). My annual checkup visit and immunization are fully covered by insurance. So insurance paid in full (combined for $452+$93 =$545). But since my deductible was not met with insurance, I was asked to pay for the "other" office visit for $257. I have attached all the insurance EoBs. I contacted my insurance provider. But obviously they did not do anything wrong. They fully paid my covered annual checkup visit as well as vaccinations. They can not pay for the "other" office visit since my deductible was not met per insurance plan. I called Sutter Health try to explain the issue. But Sutter Health is not helpful at all. It only keeps saying my deductible was not met so I need to pay. And did not discuss the real issue of billing. I want to file this complaints toward Sutter Health wrt their fraudulent billing practice. For a visit under 20 mins and was clearly booked for annual checkup w/o any discussions on concerns/etc, they billed 2 separate visits to my insurance, which result me for owning them $257. I have uploaded insurances EOBs wrt 3 separate ******** from Sutter Health, as well as the medical bill I received from Sutter Health.

    • Initial Complaint

      Date:02/17/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was contacted by Sutter Health provider to go in for an annual check up since I had not had one in years. I agreed to make the appointment. When I arrived for my appointment on 11/06/24, I was handed a form that asked if there were any additional concerns. I jotted some things on my mind. I was in the visit with the ** and the conversation flowed naturally. Little did I know, I would be receiving a bill for $379 for having that conversation and discussion on concerns about my knee. I was not prescribed anything, I literally thought this ** was just asking questions to ensure my well -being. Nope, it's simply to bill it all. I no longer trust this ** nor plan to ever open up to one of these **'s now knowing it's coming with a price tag. The form nor the ** disclosed there would be additional charges since these are not covered under "annual check up". Now seeing the other complaints, I see Sutter doesn't care to give quality care. I should have just booked a separate appointment and would paid a $10 co-pay, not the additional $379!

    • Initial Complaint

      Date:02/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sutter Health double charges me for the health check, On day 10/25/2024 I had an annual health checkup, for which I paid the copay of $10 using the *** card. I double-checked with the *** provider, from the transaction history and confirmed the money had been paid.However, Sutter Health kept sending me bills saying the payment hadn't been received, and yesterday threat they'll send the due payment to the collection agency. From last year until recently, I kept explaining the situation and exchanged emails with the Sutter Health billing department with screenshots of the *** payment transaction details. Seems like they never investigated the issue on their end. In the last email, they asked for the transaction proof from the ***, I sent the proof(receipt from *** to ****************************************** on 12/19/24, but they never answered that email, instead, they sent the "threat" mail saying they'll send it to the external collection agency. I know it's not a lot of money, and I double-paid the $10 on 2/1/2025, but I knew they didn't even bother to look down into the details.Avoid this business.I've uploaded the proof from the *** transaction history. The name that appeared is my spouse's name since we're in the family plan.

    • Initial Complaint

      Date:12/12/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:12/05/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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.

    Sutter Health is NOT a BBB Accredited Business.

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