Complaints

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

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• 

  Sutter Health

  2200 River Plaza Dr Sacramento, CA 95833-4134

• 

  Sutter Health

  1201 Alhambra Blvd Ste 410 Sacramento, CA 95816-5243

• 

  Sutter Medical Foundation

  45 Castro Street San Francisco, CA 94114-1022

• 

  Sutter Health

  PO Box 742738 Los Angeles, CA 90074-2738

• 

  Sutter East Bay Medical Foundation

  2970 Hilltop Mall Road, Suite 304 EB 2970 Hilltop Mall Road - Family Practice Richmond, CA 94806

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.

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  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

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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'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.