Complaints

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

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  Natera, Inc.

  13011 McCallen Pass Bldg A Ste 100 Austin, TX 78753-5381

• 

  Natera

  201 Industrial Rd Ste 410 San Carlos, CA 94070

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:03/15/2024

  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.

  On 2/12/23 I received lab services through Natera. On 6/12/23 I received an explanation of benefits from my insurance provider that the claim was approved and I owed $0. Then almost a year after the original service I began receiving bills from Natera for $1,590. Originally Natera told me that even if insurance denied my claim the maximum I would pay was $250, but insurance did approve my claim. Having received multiple notices for a $1,590 outstanding bill I have have reached out via email and phone to Natera to resolve the issue and have been unsuccessful. I do not owe this outstanding balance because I have insurance that covered the service. The last statement indicates that it is the final notice with total due $1,590 and it will go to collections. My insurance carrier has also been unsuccessful in getting any response from Natera so I'm so far unable to get any resolution to this issue.

  Business Response

  Date: 03/15/2024

  Hello:
  
  Id like to better understand the specifics of this experience.
  
  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 ************************** Number- **************
  E-mail-  ********************************

• Initial Complaint

  Date:03/14/2024

  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 got genetic testing done on June 20, 2023. I called to ask for an itemized bill, but I was told to ask my insurance company. When I asked my insurance I was told **** never filed with them. My bill is for $540.00.

  Business Response

  Date: 03/15/2024

  Hello:
  
  We appreciate you giving us the opportunity to learn more about this experience.
  
  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 ************************** Number- **************
  E-mail-  ********************************

• Initial Complaint

  Date:03/14/2024

  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.

  Natera has continually reached out to me about a bill that they did not provide a service for. They never received blood samples from my doctor, and they claim that I still have to pay even more though only the request was sent in. I paid for initial genetic testing at a different office, but the the samples from my 03/17/23 visit at my current OBGYN were never delivered. I don't know why they are harassing me to pay for something that was never provided to me

  Business Response

  Date: 03/15/2024

  Hello:
  
  Id like to help walk you through our process and how we work to ensure our products are as affordable and accessible as possible.
  
  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 ************************** Number- **************
  E-mail-  ********************************

• Initial Complaint

  Date:03/14/2024

  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 received multiple bills from Natera, *** for genetic testing that was performed on 5/24/22. The first bill/invoice was dated 11/21/2023. This first bill seemed fraudulent due to the fact that the bill offered a prompt payment discount. No medical bill I have ever received offered discounts on it. And the bill was not provided in a timely manner (1year and 7 months later from the time of service) Upon receiving this bill I called both my insurance company and Natera to seek clarification. My insurance company advised me that I have no responsibility, as my insurance paid the full claim. Per discussions with Natera, they claim that my insurance did not pay out everything even though they did. Natera claims that they resubmitted the claim and they finally got around to billing me, the individual. However, my insurance company has no documentation of a denial or back and forth over a claim. We also did a joint phone call between my insurance company and Natera to rectify the bill and Natera was not willing to discuss anything in detail over the phone. On the three way call I advised Natera that I would not be paying the bill since there was no record of a dispute and my insurance company says I have no responsibility to pay. Since then I got two more bills. The second and third bills are dated 1/12/24 and 2/15/24. And I just received the last bill stating that it was past due with the threat of going to a professional collections agency.

  Business Response

  Date: 03/15/2024

  Hello:
  
  Id be glad to help look into this on your behalf.
  
  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 ************************** Number- **************
  E-mail-  ********************************

• Initial Complaint

  Date:03/13/2024

  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 pregnant in 2022/23 and had genetic testing by Natera. After my insurance was charged, I was sent a bill for the amount of $546.93. I paid the bill on 06/10/23, the transaction ID is ************. Since this payment, the company has continued to issue bills for the same amount of money, stating if it remains unpaid I will be sent to collections. Numerous times, I have called and provided the proof of my payment. They always tell me my account has been paid and that I will not receive anymore bills of threats of being sent fo collections, however, this has not been the case. This week I received a pre-collections bill for the same amount. I am at a loss at what to do at this point since I have paid the bill and called them many times to fix this problem. My name on the bill has since been changed to my married name (from ****************************************** to *****************************), which is why the names differ.

  Business Response

  Date: 03/13/2024

  Hello:
  
  I would like to help resolve this as quickly as possible.
  
  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 ************************** Number- **************
  E-mail-  ********************************

• Initial Complaint

  Date:03/13/2024

  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 date of service was 5/8/2023. This company is a third party company for a reproductive health clinic that provided genetic testing results. An invoice for this was paid for on 8/11/23 that I believed covered these procedures. When I received an additional invoice much later for $149.00. Representatives stated this was an error in their system and that I did not need to pay they did not see this as a different procedure than the original service that I had already paid for. I then received another bill notating that this $149.00 invoice was past due. I called again, as not only was I told not to pay it, the online system also prevented me from providing payment and had an error message. In January, I got another notice and chose to not deal with this company anymore and just pay for this invoice in which I was finally able to do for the first time 1/29/2024. Noting that I was never provided the option to pay early for the discounted rate like the original invoice that I for 8/11/23. It is now 3/13/24 and I have received another notice that my bill is in pre-collections even though I paid for this over a month ago. I completely believe that due to this company's incompetent ability to bill probably I will be sent into collections for no reason and really would love the BBB to investigate as I assume I'm not the only one affected and I would like this these communications to stop.

  Business Response

  Date: 03/13/2024

  Hello:
  
  We take your satisfaction extremely seriously and would like to actively look into this matter on your behalf.
  
  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 ************************** Number- **************
  E-mail-  ********************************

• Initial Complaint

  Date:03/13/2024

  Type:Billing 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 had 2 lab services done by Natera on 11/23/2022. Prior to having the services done, my OBGYN checked with my insurance company and the tests were fully covered. I had the tests done, and received 2 EOB's from my insurance company. Both EOB's said that the patient responsibility was $0.Over a year later, Natera began emailing and paper mailing me bills in the mail. They claimed that my health insurance company appealed the claim. I contacted my health insurance company, they have no record of Natera filing any claims that they appealed. My health insurance company has sent multiple billing notices to Natera explaining to them not to bill me and the services provided are fully covered. The insurance company has repeatedly instructed me not to give Natera any money.Natera continues to send me bills totalling $2,139. The most recent bills are final notices, and say the next step is sending my account to collections. Please help.

  Business Response

  Date: 03/14/2024

  Hello:
  
  Id be glad to help look into this on your behalf.
  
  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 ************************** Number- **************
  E-mail-  ********************************

  Customer Answer

  Date: 03/15/2024

  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

  Date:03/12/2024

  Type:Sales and Advertising 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 have received three bills from Natera for services received on 1/12/2022. When I received the first bill in Dec. for $249, I checked my insurance which said that I owed $0 on the Natera claim. United Healthcare customer service informed me that they had requested additional documentation from Natera which had never been sent, and Natera should NOT be billing. I also called the Natera helpline on 12/8/23 and spoke to a representative who said that I did not currently owe money since Natera had not sent documentation to UHC, and that he would make a note to send documentation to UHC right away. I received confirmation multiple times that I did not currently owe money to Natera. Since the bill said that the amount owed would double if not paid within 30 days (a "prompt payment discount"), I got confirmation multiple times that I would not get a bill for twice the amount. I sent a summary of this call to the Natera portal for confirmation and emailed myself my call notes. However, I received a bill for $795 on 1/12/24, despite being told that I did NOT owe money to Natera in our call 12/8/23. Upon receiving this bill, I contacted Natera through email on 2/18, and was told that Natera had sent medical records and my insurance company denied it. I contacted my insurance company again on 3/1, where they confirmed that they had requested medical records from Natera demonstrating medical necessity, and had not received it. I just received a "past due" bill, claiming that my bill would be sent to collection. I called Natera again today, and was told I was billed because my claim had been denied in Nov. 23, that all medical records had been sent as requested, and that there was no way to stop billing once it has started. There is no reason I should be being billed before the claim is fully processed and assuming my insurance will not cover, lose my "prompt payment discount" when I was told as of Dec. I did not owe money to Natera and have been given misinformation since.

  Business Response

  Date: 03/12/2024

  Hello:
  
  We are committed to the quick resolution of the issues raised.
  
  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 ************************** Number- **************
  E-mail-  ********************************

• Initial Complaint

  Date:03/11/2024

  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 received genetics testing through Natera for my unborn child at the time. My insurance sent me an explanation of benefits stating that I did not owe anything for Natera's costs. Natera has begun sending me billing from $249 to $749 for the genetic testing I received and is threatening to send me to collections. Natera's own invoice states that if the explanation of benefits of lower than the amount of Natera's bill, then I do not owe anything, yet Natera continues to text, email and send paper bills to home. My Natera Case No. is *******.

  Business Response

  Date: 03/12/2024

  Hello:
  
  I would like to help resolve this as quickly as possible.
  
  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 ************************** Number- **************

• Initial Complaint

  Date:03/08/2024

  Type:Billing 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 received genetic testing from Natera through my healthcare provider on 2/20/23. The claim was filed with my insurance company with my insurance company stating that the provider is able to bill me $0. I just received a $799 bill from Natera on 3/7/2024, more than year after the service. Te invoice states that it was issued on 2/15/24 (again, a full year after the service) and that I have 30 days to pay; however, I didn't receive the bill from the provider until today (3/7/24). I have tried to resolve with the company but they are not returning my calls or emails. I would like to understand how they are billing me for a service completed more than a year ago, where my insurance states that the provider will bill $0, with an invoice dated 2/15/24 which wasn't sent and received until 3/7/24.

  Business Response

  Date: 03/08/2024

  Hello:
  
  I would like to help resolve this as quickly as possible.
  
  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 ************************** Number- **************
  E-mail-  ********************************

  Customer Answer

  Date: 03/08/2024

  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. They emailed me directly with a zero balance statement. 
  
  Regards,
  
  *****************************