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 Home Health Care

  2800 Leavenworth St Ste 350-a San Francisco, CA 94133-1121

• 

  Sutter Health

  201 Old San Francisco Rd Sunnyvale, CA 94088

• 

  Sutter Health

  795 El Camino Real # 1 Palo Alto, CA 94301-2302

• 

  Sutter Health

  PO Box 742738 Los Angeles, CA 90074-2738

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:06/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  The physician ************************* Moruza DO, Family Medicine, along with Sutter Health, unethically and fraudulently billed an extra outpatient visit on top of my daughter's (*********************) annual physical visit on 2/8/21. As part of the annual exam, the physician asked her if she has any past problem. She told her she had herniated disc before but it was fixed. WITHOUT examining her, she gave her a referral to see a physical therapist for that. Spent less than a minute in total. The provider said that if during the annual checkup, the patient mentions any health issue, they would have to **** an outpatient visit on top of the annual physical. That is not the case when I did my wellness visit at a ***************** Health clinic. They refused to remove the claim & charges and claim that we owe them $20.17. Indeed they owe us $ as I paid them $26.43 for that unjust additional outpatient visit **** in Nov 2021 thinking it was for something else. So I need them to remove that additional outpatient claim and refund us the $26.43 paid. I have contacted them several times and they refused.

  Business Response

  Date: 07/01/2022

  A Sutter Representative reviewed this concern and spoke with patient/patients parent. The patients account was adjusted, and the education was provided on how billing is done when diagnostic issues are addressed during a preventative visit.

• Initial Complaint

  Date:06/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 seen by ****** care on February 14, 2022. My **** was for $30.00. I mailed a check for $30.00. Only $25.00 was posted to my account. I spoke to A/P in April, faxed over to them proof of my check, was promised a correction in 2 weeks. It have been over 5 weeks, they still show a $5.00 past due balance, which they report to credit bureaus, when the error is theirs, and they never contact the credit bureaus to correct or withdraw the past due status, so it continues to show up. As of today, they still show I have an additional $5.00 owing. This has happened in the past and never gets resolved until I pay extra just to make it go away. They need to be more accountable/

  Business Response

  Date: 06/20/2022

  A Sutter Representative has made multiple attempts to reach ********************, without success. Per notes in the record,she was given details about the payment in question and the current balance via My Health Online. A letter is being sent to close the issue.

• Initial Complaint

  Date:06/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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 visited Sutter Health for dermatology visit for 15 mins. Sutter Health decides it as level 4 visit (level 4 visit is usually 45 mins - 1 hour visit), and charges me $538 for the ************************************************* NEW patient's charge is always higher than established patient, which is too ridiculous.I ran price estimation on their website before going to the doctor, and it shows charge should be around $200.

  Business Response

  Date: 06/13/2022

  A Sutter Representative spoke with the patient and explained the billing codes and that length of time is not the only factor in level of service. The patient feels that this is too much money for an office visit. Her benefits and deductible were discussed, and that insurance applied full amount to her deductible. The patient said someone told her this would cost only $200. The Sutter Representative explained that if this estimate was given it is just that, an estimate and that we cannot predict exact amount for an office visit as this can change once visit in process. The Sutter Representative explained that length of time of a visit is not the only factor and, in this case, may not have been considered as coding response states: Based on the reason for visit, discussion of a few different diagnosis, and management of multiple medications, the visit is appropriate for a new patient.
  Conclusion: A review process has taken place and charges are determined to be correct. The patient wanted it noted that she does not agree and feels charges are too high. She was advised that she can file a grievance through her insurance.

• Initial Complaint

  Date:05/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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 due for a 10 year preventive colonoscopy. I discussed this with my primary care doctor. He told me that Sutter is short on local physicians and no longer does preventive colonoscopies. (This struck me as very disturbing, in and of itself, because colon cancer is the one type of cancer that is preventable.) He said that, as an alternative to a colonoscopy, I could bring a stool sample to the lab to test for hidden blood. I didand blood was found.As a result of this lab work, Sutter scheduled me for a diagnostic colonoscopy. Four polyps were found and removed. Internal hemorrhoids were also found, which, fortunately, were the cause of the blood in my stool. Thankfully, the polyps were benign.When I received my ****, my copay was $768.42. Insurance would have covered a 10 year preventive colonoscopy in full. Because Sutter refused to provide me with this necessary preventive service that would have been fully covered by my insurance, I ended up with a "diagnostic colonoscopy" - and a large ****. This simply does not feel right.It is bad enough that Sutter does not have adequate local services to provide routine preventive care that can be life-saving. It is worse that they do not refer out to Sutter physicians in ************* or other local communities to provide the care that they are failing to provide. It is not excusable that patients are then charged for services that should have been fully covered as preventive care.I would like a refund of the $352 already paid and would like to have the remaining $416.42 in charges waived.Thank you.

  Business Response

  Date: 06/01/2022

  A Sutter Representative reviewed the patients account. It was determined that the charges are correct. The Representative spoke with ************* to explain the charges. All questions and concerns were addressed.

• Initial Complaint

  Date:05/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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 spent several weeks at Sutter Rehab in Rosevile, Ca as a result of a stroke I had in April 2022. Upon release, I was issued a Nebulizer Compressor. My primary care doctor said that I didn't need it so I never used it. Sutter Care at Home - Timberlake has billed me every month since then for this item. We have tried to reach their billing department on many occasions and have been left on hold for over 2 hours and then disconnected without any other response. We would like to be able to return this item (unused) and no longer be charged for this.I am a veteran, 77 years old, and on social security. I can't afford to spend money on something I didn't ask for and don't use.Thank you.

  Business Response

  Date: 05/13/2022

  A Representative from Sutter Care at Home-Timberlake reviewed Mr. ********* concern. The charges for the device have adjusted off and a pick up ticket has been created to have the device picked up. The Timberlake billing supervisor left a voice message for ******************** and is awaiting a call back. We apologize for the difficulties you encountered and glad that we can resolve your concern.

• Initial Complaint

  Date:05/10/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 to Sutter Health *********** on 9/26/21, and I did not have health insurance at the time. They required a $300 up-front cash payment toward services. I have a receipt from them for the $300 cash I gave them that day. Later I received a **** for $417.60, and realized that they had never credited the $300 to my account. I have called and emailed them multiple times trying to get a resolution to this incident which was 10 months ago. I have emailed them a picture of my receipt twice. I have called them at least 7-8 times, and every time I speak with a different customer representative, but they all say the exact same thing: "We will file this as a high priority to get this resolved. Please wait 2-4 more weeks, and I'm sure we will have it corrected." In the meantime, they sent my unpaid **** to collections, so I also was receiving mail and emails from a collection agency. I contacted the collection agency, sent them a copy of the receipt, and they in turn contacted Sutter Health, and the collections claim was withdrawn. At one point, one of the representatives of Sutter Health said that he had found the problem: they had credited the $300 to someone else's account and mailed them a check. The next person I spoke to a few weeks later stated that they had to wait for the $300 to be returned from the other patient before they could credit my account, which is ridiculous. This has been beyond frustrating and should never have gone on this long!

  Business Response

  Date: 05/13/2022

  A Sutter Representative reviewed ****************** concern. A missing payment adjustment in the amount of $300.00 was posted on 4/20/2022. Additionally, the remaining balance of $117.60 was adjusted as service recovery. The Sutter Representative will be contacting the patient to advise balance is $0. Our apologies for the frustration this created.

  Customer Answer

  Date: 05/13/2022

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

• Initial Complaint

  Date:05/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  On 2/25/2021, I went to Sutter Health Mountain View Center for my annual physical routing checkup. It is preventive routing service covered by my health insurance.During my visit, I showed them my annual physical checkup history from my previous service provider. But they didn't follow-up.Other than normal routing check, they order some additional service and lab testing. for example, RUBEOLA (MEASLES), MUMPS, RUBELLA ANTIBODY IGG. Also they billed my insurance with incorrect code other than a preventive service code.For example, vitamin D testing. My insurance clearly states it should be covered for annual routing checkup. Sutter Health billed me $777 after my insurance payment for those unnecessary services and even their wrong code caused unpaid balance.I have called and messaged them many times and requested **** review since I received their first ****. But their billing department insist they were nothing wrong and keep **** me.My account # is ******* in **********************.

  Business Response

  Date: 05/13/2022

  A Sutter Representative reviewed ********** concern. The coding for the Vitamin D and antibody tests has been updated and a corrected claim was submitted to his insurance. The Sutter Representative spoke to the patient and advised him of the coding changes but explained this does not guarantee payment. ************** understood. Additionally, the Sutter Representative explained if insurance sends payment, we will refund him accordingly.