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:04/02/2024

  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 spoke with a Natera representative on 1/12/2024 at 7:44AM who stated that ************************* would not be billed for genetic testing due to myself, ***********************, testing positive as a genetic carrier. They stated that he would be covered for testing as a spouse. They mailed a testing kit to our house and ****** utilized the kit on 1/17/2024. We received a bill in the mail for $649 for the testing services with a "prompt payment discount" of $300.I spoke to *******, a Natera rep, on 3/6 and requested to have his account balance removed as this was not correct. She stated that she would escalate this through billing and we would receive an email regarding the request within 5 days. No update was received.On 3/28 I spoke with ******** who stated he would "reprocess" the request and there was an "unknown" issue with why it did not go through earlier. He stated it would be 7-10 days for a response. On 4/1 we received a new bill for the full balance despite multiple attempts to request Natera to correct the billing. I spoke with **** from billing who now states he cannot help with it and I must talk to customer service. The number he provided was still billing. I sat on hold and requested a call back, but did not receive it. 4/2- Spoke with **** who states the escalation was denied due to no notes from Natera on who ordered the test kit. Spoke to ****** the supervisor who stated that the escalation was denied due to insufficient information, despite providing the full story 3 times to Natera. Was offered a payment plan or to complete the compassion care program based on income, neither of which will provide the original promise of this being no cost due to myself, *****, being previously billed for testing and ****** being a subsequent test. The billing needs to be corrected and the situation remedied. We were told directly by Natera there was no charge, these are fraudulent business practices that take advantage of customers.

  Business Response

  Date: 04/02/2024

  Hello:
  
  To protect and respect privacy, we cannot respond to the specifics here, but we can provide you with direct assistance.
  
  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:04/02/2024

  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.

  Before getting involved with Natera I called to find out what the cost of the testingif I was self pay. I was told the cost was $350. We started the process of testing our deceased baby, but Natera never sent us all of the test kits needed to collected DNA from us to compare the baby's DNA to our parental DNA and determine where the genetic defect came from. Later I received a bill for services even though they were never fully completed. I called many times for hours and finally got ahold of someone from billing who said they were escalating this to be reviewed and she asked me to call back on Friday. I tried to call again on that Friday, but no one ever answered the call. I tried to call again many times, but no one answers. I do not know why we were sent a bill when the testing was not even completed. At this point it has dragged out so long to try to get the sample collection kits from Natera that we do not even want to continue trying to get the testing done. It is very hard for us emotionally to have lost our baby and Natera has dragged out the process for so long we would rather just cancel the testing at this point. Again, we were sent a bill for testing that was never finished. We'd like to have the bill removed or lessened as we no longer want the testing done. Previous testing we had done with Labcorp gave us results of what the genetic defect was that the baby had prior to us using Natera. The only point of using Natera was to get more detail about whether the defect came from the mom or dad and if the defect was mosaic to the cells or a full genetic defect. Natera did not provide any of this information, despite advertising Anora as providing these details. In addition we have now received a bill for DOUBLE the quoted and original billed amount at $700. Now they are claiming that the $350 rate was only for the first 30 days. I was told by a billing rep that the rate was going to stay $350 at the most while this is resolved, yet was still billed more.

  Business Response

  Date: 04/02/2024

  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: 04/02/2024

  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:04/01/2024

  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.

  Last June, I saw a fertility doctor in town, ************************* for an initial visit. As part of the fertility workup, I had the option of ordering genetic testing. I said sure, depending on the cost. I was contacted by Natera, the company that she uses. With Natera, I waited until my current insurance with Allied was available before starting the test. I was told with estimated costs that insurance would cover it through the website. I did the test and got the results. Yet, no bill. I eventually got a statement from insurance back in January that the estimated amount I would owe would be ********* because ********* was charged to my insurance. I saw that my insurance reportedly paid ****** with a discount amount of *******. I contacted Natera with case number ******* on Feb 2nd. I was told my bill wouldn't be more than 250 and to wait on the insurance processing. I contacted Natera again on March 11 and spoke with an ***. She stated it takes 30 days for a bill to be generated, so it should be done by the end of March. Also, I would most likely be paying my insurance deductible +250 OR the 250. Frankly, I have a small amount of FSA funds set aside that expire end of June. Also, *** openly admitted that they are trying to charge insurance as much as possible.

  Business Response

  Date: 04/01/2024

  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: 04/04/2024

  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:03/28/2024

  Type:Service or Repair 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 took the Natera Panorama test because I wanted to find out the gender of my baby. When filling out the paperwork, I specifically checked and underlined the box stating that I wanted to know the gender of my baby. Natera did not report the gender. I have been back and forth with Natera customer service and was told it would take 24 hours for a new report containing the gender. I have not received a report. It has been well over two days. No response from customer service. I am on day 12 of waiting for my full results despite being told that it would only take 7 days initially. Anytime I call Natera customer service it is automated and hangs up after directing you to their website. The online customer service is no help. My doctors have contacted them as well and still not resolved this issue. At this point I am very frustrated because I wouldve never taken this test if I knew the stress it would cause me. I just want Natera to send me my results so I can get in with my life. I feel like I have been scammed. Ordering Physician: ***************************, FNP MU Healthcare - ******************************** Report Date with missing gender results: 03/25/2024 Samples Collected: 03/15/2024 Samples Received: 03/19/2024 Patient Name: ********************* Birthday: 09/11/1995 Case file: ******** Collection Kit: 30543625-2-N

  Business Response

  Date: 03/28/2024

  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: 03/28/2024

  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:03/28/2024

  Type:Product 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 took Natera Horizon genetic screening test in April of last year. It was pitched to me as a comprehensive screening for all main genetic diseases for around $250. In November, I received a bill in the mail for $14,792.00. It then shows an adjustment for *********, so my insurance ended up paying $3,211.95. My copay on top of that was $20 for a total charged of $3,231.95. I called Natera and asked why the initial cost was so high. They stated that they throw an inflated amount at insurance companies, that it was a deal between them and insurance companies and I dont have to worry about it. I said I am worried, because you charged my insurance company over $3k for a service that was supposed to be $200 and change. I then asked how they can charge my insurance over 10x the amount. They stated that the cost of the testing is usually over $3k, but that the cost they charge people paying out of pocket is a discount. I told them that this is an exorbitant amount and is not what they said the test would cost. They just kept repeating that its a deal between them and the insurance company. A quick ****** search shows a ton of other people in the same boat. Luckily, my insurance covered most of it. Others are not so lucky. Some people are charged upwards of 3k on a 15k bill, even when they use their insurance. This business is engaged in highly unethical and illegal practices. They are inflating to the tune of $14,000 and then charging insurance an insane amount for what amounts to $300 maximum worth of blood work.

  Business Response

  Date: 03/28/2024

  Hello:
  
  Billing is complex. Similar to other services, we have in-network rates established with insurance companies. These rates are typically lower than whats known as list pricing,but they vary based on the type of plan and other factors.
  
  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:03/27/2024

  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.

  Today I received in the mail a statement of $649.00 for lab services in a clinic on 05/26/2022. The statement shows that my insurance has denied the coverage of services. Upon contacting my insurance, they mentioned in 2022 they requested more information from Natera but Natera failed to send the required information. On November of 2023 (confirmed by ********, agent of Natera) Natera tried to submit the claim again (a year and a half later) & it was denied. Natera failed to submit the claims and required documentation on time and due to their negligence they would like for me to pay $649. In addition, they sent a letter that they will give me a "discount" for the services at 50% off, I should not have to pay anything as this was an error and negligence of Natera's part. They failed to submit documentation. I provided the clinic and NATERA with all information needed to submit the claim in a timely matter and I should not be held responsible for their failure to do so. Adjust my bill to $0/

  Business Response

  Date: 03/27/2024

  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:03/27/2024

  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 a lab service from Natera on July 14, 2023. The company has my insurance information because they submitted a different claim for me. On February 15, 2024, I received my first bill for this service that was labeled "self pay". I called the company and asked them to submit the claim to my insurance as it had been many months since I received the service and there was no reason for it be "self pay". They claimed they did. I received additional bills that are labeled "past due". I keep calling the company and they have told me they submitted it to my insurance. My insurance has no record of this. I called again today, and they admitted that they had not sent the claim to my insurance. This company is committing fraud by attempting to extort money from me without even attempting to submit the claim to my insurance, and refusing to stop the late payment notices while they fix this.

  Business Response

  Date: 03/27/2024

  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:03/26/2024

  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 presented my case to the Natera representative multiple times and the call center individuals on the phone every time has been very helpful. The bill was supposed to be waived, as i never signed the consent form and the call center worker has documented every thing on the case notes but i keep getting the bill every month. I am frustrated with back and forth.

  Business Response

  Date: 03/26/2024

  Hello:
  
  d 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:03/25/2024

  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.

  Bloodwork done on 9/20/2022. Received a bill for $6750 in December 2023! Applied for their compassionate care program and received 100% coverage. Ive since made multiple emails and phone calls that often just get disconnected once youve spent hours on hold. Twice *** spoke to someone who has removed the charges completely and both times theyve then recreated a bill/charge and mailed it. One just a few weeks ago for $249 and now I have a new one for $449 that arrived yesterday. Log on to see if this was mailed in error as they again, stated this was 100% covered and an error when I called a few weeks ago. The bill online states $249. *** considered calling them yet again but at this point I dont think theyll ever stop the attempts (almost harassment) until someone larger is involved.

  Business Response

  Date: 03/26/2024

  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: 03/27/2024

  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,
  
  ******* Every

• Initial Complaint

  Date:03/25/2024

  Type:Product 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 January 18, 2024, I was billed by Natera for **** testing services under receipt number 1086-9594. The total amount charged was $3,900.00, resulting in a personal liability of $466.18 after insurance and discounts. This sum greatly exceeds the typical out-of-pocket expense for such services, which is around $50. I have yet to see an attempt by Natera to resolve this issue, which I believe stems from a billing error. My account/order number with Natera is connected to the aforementioned receipt. The service was not tied to any advertisement. I request a review of this bill, an adjustment to reflect standard costs, and a refund of the overcharged amount.

  Business Response

  Date: 03/25/2024

  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-  ********************************