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:01/25/2024

  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.

  I paid for a hereditary cancer test early 2023 and have received my results. It has been over a year and now I am receiving a bill from maters for $250. With no explanation of charges and adjustments. It seems this is a common practice after reading the reviews. I refuse to pay this.

  Business Response

  Date: 01/26/2024

  Hello:
  
  Id be glad to help look into this on your behalf.
  
  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: 01/26/2024

  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:01/22/2024

  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 had lab work done on March 6, 2023 with my OBGYN and on March 20, 2023 with ******************************** with NATERA. Upon viewing my EOB with my insurance, it was appearing that I owed a balance with Natera. A month went by and I thought I would be receiving the bill since typically it takes a month to receive a bill, and I haven't heard anything. I decide to call Natera's billing department to see the status of my lab tests and they stated that they were still working with the insurance. When I reached out to the insurance, they stated that they already sent Natera everything they needed. It was a constant back and forth and whenever I asked if I had a bill, they said that it was still under review. Months went by and I gave birth to my daughter and I still haven't heard anything from them. I called again, and this time they stated that my balance was "zero" so I requested for it to be in writing because I don't want to be sent to collections, I waited and waited and I have yet to receive my itemized bill. I called again today January 22, **** and they say that they will send me the itemized bill, when I ask to speak to a manager, they hang up the call. I AM EXTREMELY FED UP WITH THIS COMPANY. I have a right as a patient to see my itemized bill of every detail of the test that was performed. I call back after being hung up on and was told I was getting transferred and end up getting put back in the holding where now I have callers in front of me. When I place myself to be called back, I have yet to receive a call from them. They need to be shut down!

  Business Response

  Date: 01/22/2024

  Hello:
  
  We take your satisfaction extremely seriously and would like to actively look into this matter on your behalf.
  
  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: 01/22/2024

  Complaint: 21181719
  
  I am rejecting this response because I have been dealing with this since March 2023, almost a year now. I have everyones name that i have spoken to and those who have given attitude and have hung up the phone on me. I always get we will notify the supervisor but not even the supervisor ever responds or reaches out. Every time I want to speak to upper management, I get transferred then get hung up on. Your company is horrendous with their customer service and billing. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/23/2024

  Hi,

  Please check your emails from yesterday and this morning.

  *******************************;                                          
  
  Patient ************************** Number- **************
  E-mail-  ********************************

• Initial Complaint

  Date:01/22/2024

  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 spoke with a representative of Natera prior to getting my genetic testing blood work results done, I was told by the representative that, with both tests he knew I was getting done, even if my insurance company didn't pay anything at all.. I would only pay a maximum of $200. I got a bill for $357, so I called and emailed the company and finally heard back, they said they can't change the bill, but can manually adjust it, so if I paid the $200 they would take off the rest. So I paid the $200, then still received emails and text messages stating I owed money to them. I spoke with a representative on the phone that said the $200 was applied to the one test I had done, and the other test was $357. Accept I only received one bill in the mail for a total of $357 not two, and was told that for both tests I would only pay a maximum of $200, by the way that was if my insurance paid nothing.. which they paid $600 something towards these tests. I have since emailed and not heard anything in response and they have not fixed the issue. I will not be paying anything more to this company, as it is illegal to quote a patient one amount before they get tests done and then charge them way more.

  Business Response

  Date: 01/22/2024

  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.
  
  Id be glad to help look into this on your behalf.
  
  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: 01/22/2024

  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. I received a personal email from the business that they have settled my remaining balance to zero and I no longer owe them anything. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:01/22/2024

  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 was explicitly told at the provider office that my testing was covered by ****** insurance. I never would have gone through the service if I had to pay. However, ONE YEAR after treatment was issued I received a bill from Natera for $649. I can't fathom why it took them so long to issue a bill, or why I was told that the testing was covered by insurance when it's clearly not. But this is terrible health care.

  Business Response

  Date: 01/22/2024

  Hello:
  
  Id be glad to help look into this on your behalf.
  
  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: 01/22/2024

  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:01/19/2024

  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 had genetic testing done on 7/7/22 and have recently received a bill from Natera. My insurance will not cover it because Natera is using a code related to artificial insemination/procreative assistance. The original bill was for a discounted $250 and then I got a second one saying the discount expired for around $600 (I have the exact amount at home). This was after I already paid $250 for a separate part of the testing over a year ago. I was also told by a Natera representative that this is the "generic code" that they send to every insurance company which, in my mind, is fraudulent as most insurances will not cover reproductive assistance.... I have contacted the company about this multiple times and they keep trying to tell me I have to connect with the ******** department. Every time I am transferred or call the line directly, I get directly sent to a survey asking me to rate the call from **** and then immediately disconnects (regardless of the rating). I called after hours and it sent me to voicemail and then the voicemail box was full. I have been told twice from the main line that a supervisor would be in contact within a few hours and it has been a week since the last time I was told and three weeks since the first time I was told.I do not mind paying the money if it's the money that I actually owe and now my bill is $300+ more because the discount expired because their company is not reaching back out to me. Thank you for your assistance, I am really stuck and unsure of what to do.

  Business Response

  Date: 01/22/2024

  Hello:
  
  I want to help address your concerns but cant respond online to protect 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:01/15/2024

  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.

  My wife and I used Natera for genetic testing. My wife was the patient and I was the partner for the test performed. Our insurance did not cover the test, so we were cash pay. We paid for the initial test to be prepared, and then paid again for the test to be performed on our fertilized eggs. The test had to be paid in full before results would be released to our doctors. Over a year later, my wife received a bill stating we owed approximately $3,300. After sending records of payment they stated we owed no funds. It's now been 2 years since the test has been performed, and Natera is stating that I owe $3,3366.83. We have called and emailed with no response from Natera. Questions we would like clarity on is what would we owe when only 1 test was prepared. Furthermore, my wife was cash pay and all expenses were approximately $674. Natera is saying they billed our insurance and I owe $3,366.83. Why was our insurance billed when we were cash pay. Natera is providing no documentation and refuses to answer our emails. They are now threatening to turn me over to collections.

  Business Response

  Date: 01/16/2024

  Hello:
  
  Id like to better understand the specifics of this experience.
  
  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:01/12/2024

  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 had my labs drawn 1/2/24. Things were fine with my account and I could see the pending test in my account. I had labs for a prior baby drawn in 2021 that was also in my account. However, with the new system update, I had to create a new account. In the new account with my same exact email address, there are no prior nor pending results. I emailed Natera support and have been back and forth with emails for over a week. They keep telling me the same thing, to create a new account. This is the very first thing I told them, that I created a new account and there are no results. We're just going in circles because their staff is incompetent. To expedite things, I tried calling the phone line yesterday. I was shocked at what I was told. Apparently there's no way to reach a live person on the phone unless it's too settle your bill. Prior to getting the labs, I was able to call someone to ask questions. Now that after the labs are drawn, they direct me to email support only. After back and forth emails for over a week, nothing is resolved. And it's not possible to speak to a live person unless it's to pay a bill. All the people over the phone are clearly oversea and have no problem solving skills. Seems wrong for a company to operate this way. I paid a lot of money to have my test done and now my test is just floating around somewhere. These tests are time sensitive and I have no idea how to get my results.

  Business Response

  Date: 01/12/2024

  Hello:
  
  We apologize for any frustration that *** have been caused by this matter.
  
  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:01/12/2024

  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.

  Natera, Inc. sent me a bill for services rendered on 11/18/2022 that my insurance did not cover. However, my health insurance Explanation of Benefits states that I am not responsible for the charges that were incurred. I have tried explaining this to Natera, Inc. but they refuse to accept what my EOB indicates and is still trying to hold me responsible claiming there's a liability waiver. I do not intend to pay the bill I have received because my EOB dictates otherwise. I am requesting for Natera, Inc. to reflect my balance owed as $0 and honor my EOB statement for their claim. My claim summary is attached.

  Business Response

  Date: 01/12/2024

  Hello:
  
  Id be glad to help look into this on your behalf.
  
  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: 01/12/2024

  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. The attached response indicates that the company intends to provide the billing adjustment I had requested.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/12/2024

  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 did some genetic/BRCA testing in November 2022 through my gynecologist, ******************************************. The service was covered by my insurance. She was required to obtain prior authorization. She did not do so. Natera also did not obtain prior authorization. The tests were performed and Natera filed a claim with my insurance in February 2023. The claim was summarily denied. Without my knowledge or input, Natera filed an appeal (they claim) which was also denied. I then received a bill ($500 discounted to $249) in late November 2023.I have a borderline ****************** plan and never receive bills. I rarely pay co-pays. I had erroneously assumed that this claim had been filed and processed LONG ago. I then receive a bill for services rendered saying that since I purportedly signed a form saying I would pay X amount if insurance did not cover the testing, I was now responsible for this amount.First, insurance DOES cover the testing. Natera and the doctor DID NOT USE THE PROPER PROCEDURES. Second, when prior authorization is not granted and a provider renders services, the Cigna insured (at least, under my policy) is not responsible for any of the amount. Essentially, Natera needs to write this off. They have not done so. I told them them this information and I have also requested the file that demonstrates they filed an appeal. I have also requested the form I supposedly signed saying I agreed to pay if my insurance did not cover the testing. They have yet to provide me with any of this information. They keep sending me bills. They do not respond. ***** has told me that it is a matter that Natera needs to resolve WITH THEM but Natera continues to attempt to bill me for services they need to write off. I know their history. I wish I would have known it before November 2022. This is not their first BBB rodeo. They're clearly playing a game to try to maximize what they get outside of insurance. They need to write this bill off and do things PROPERLY if they want to get paid.

  Business Response

  Date: 01/12/2024

  Hello:
  
  Id like to better understand the specifics of this experience and look into this for you.
  
  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:01/11/2024

  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.

  Paid invoice in full upon receipt, with funds being taken out of my HSA account, and I continue to receive notices from Natera that the invoiced amount is due with threats to be sent to collections. I have spoken to three supervisors three different times, each confirming this is being handled and it never is. Ongoing since summer 2023 when I received the first invoice.

  Business Response

  Date: 01/12/2024

  Hello:
  
  I want to help address your concerns, but cant respond online to protect 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: 01/18/2024

  Complaint: 21122157
  
  I am rejecting this response because: business has not provided update.
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/18/2024

  Hi,

  Please check your emails from the email I sent to you a few hours ago.

  *******************************;                                          
  
  Patient ************************** Number- **************
  E-mail-  ********************************

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  Resolved.

  
  Regards,
  
  ***************************