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:06/03/2024

  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 I did the test, I contacted Natera for a quote and was told the price would be around $249-349 for self-pay. The price for two tests is around $300.When I saw my doctor in March, my OB ordered the tests and told me the estimate should be around $200.I contacted Natera after the test to confirm that I wanted to self-pay.For some reason, Natera ignored my self-pay request. I received two mails from Natera on 4/26/2024 about missing insurance information. I called Natera again and told the agent I wanted to self-pay.I received two statements online totaling $15000+. This is totally unacceptable.I contacted Natera again in April and the agent told me to ignore the two statements and wait a month for updated statements. I also updated my mailing address with the agent. I recently reviewed my updated statement, June, which shows a total amount of $598 ($349 + $249). This is still significantly higher than the amount I was originally quoted. I have made over ten phone calls to Natera, each lasting approximately one hour, and have repeatedly explained the situation to various representatives without a satisfactory resolution. During my most recent call, today, 6/3/2024, I was informed that my case would be escalated to a different department and that I should wait another week for a response. Despite numerous phone calls and assurances, the problem remains unresolved.

  Business Response

  Date: 06/04/2024

  Hello:
  
  I look forward to providing you with direct assistance 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: 06/06/2024

  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 bill has been written off. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/03/2024

  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 practices misleading pricing. I was told by them that my carrier screening would each cost my $99. Prior to them sending a bill. But the caviat is that theyll bill you incorrectly and just hope you pay it. I had to contact the local person again and she said to call them and theyll change it, but they never bill you that originally. My first bill from them was for over $800. I had to call and speak to someone and pay over the phone, without confirmation the $99. Several months later I receive another bill for $119 and had to call again. But this time they didnt knock it down to the $99 even though I had several text and email conversations stating that was all I had to pay. They always try to con you into paying more than what you were told at first and hope that you dont fight it. Theyre a predatory business and plan for customers to not know their rights.

  Business Response

  Date: 06/04/2024

  Hello:
  
  I look forward to providing you with direct assistance 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:05/31/2024

  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.

  Date of transaction: 7/10/2023 Amount paid to business: $249 Case number: 9644014, 9644032, 9644034 I was pregnant in ******************************* send the lab test request to Natera. When I did this test, the nurse told me if the insurance did not cover it, the test would cost around $200. My blood was sent to this business in July 2023 and I received the bill in August 2023 for total $749, I called Natera and they agreed to give me a discount amount of $249 for the test, and at that time, I also asked "is this for the whole test price", they agent told me yes and the agent also asked me to pay $249 within half an hour, which sounds funny, he said the discount price only valid for half an hour, I paid $249 on 9/27/2023 after the call with Natera customer service. Then the thing became ridiculous, I kept receiving bills from Natera every month starting Jan 2024, I called Natera again, and the ********************* agent told me they made some mistake and would waive those new bills since I already paid. But I was repeatedly billed for private pay, and every time the bill amounts were different, it sounded like a big scam !!!On 5/30/2024, I received text messages and emails again, saying I owed another "*****" to Natera, threatening to send the account to a professional collection agency if I did not pay. I called Natera again, and the billing department agent told me the previous two agents had provided the wrong information. I owned them "*****", which I feel was "unfair".Another funny thing was, that they also mentioned on the phone, that they could provide me with another cheaper price if I could pay today, and they also asked me how much I would like to pay. Natera kept sending me random bills, I was super depressed now after a couple of times communicating with Natera. Again I want to emphasize that I did pay $249 for my whole test package in September 2023!!!

  Business Response

  Date: 05/31/2024

  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:05/31/2024

  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 was told self pay rate for genetic testing in pregnancy would be 250 dollars. This fraudulent company instead billed my insurance. I was then billed 750 dollars for one test and 505 dollars for the other test. I have called multiple times to settle the matter and their only solution for me is to set me up on a payment plan that I cannot afford. In the companys emails (that are threats to send me to collections) they advertise that if I cannot afford to pay the bill they will work with the patient to settle on an amount that I can afford. When I call to explore this, I am told by employees that this is not an option. I am met with lies CONSTANTLY when trying to settle this matter.

  Business Response

  Date: 06/03/2024

  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:05/31/2024

  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 doctor ordered tests that were completed by Natera. I called Natera and asked for a quote. The quote I received was less than $200. I accepted this. When I received the bill, it was over $500. Natera could not explain the discrepancy. For months now, I have asked for an itemized list of the charges to better understand the bill. I have not received one. The only document I continue to receive without fail is the bill. I have called asking to talk to a supervisor but they have not connected me or provided a call back. Now, they are telling me my bill will be send to a professional debt recovery agency. I am worried they are running this scam on several people.

  Business Response

  Date: 05/31/2024

  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:05/29/2024

  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 spoke to a Natera representative before receiving services and was advised of no more than $99 for the testing. The representative also provided the billing code. I shared the billing code with the insurance carrier who gave a preliminary determination that the services would be covered at 100%. I received a bill for approximately $40 and paid while attempting to understand the discrepancy. I engaged two advocates, one with UHC and one with Health Advocate. Myself and the two advocates were unable to reach anyone via phone using the number on the statement and published online. The advocates discontinued efforts. I summited a "contact us" request on the website with no response. I received an updated statement that insurance did not cover the service, and an additional bill for $795. I am unable to verify if the code submitted was as discussed prior to the service, or if I am liable for the bill if Natera is a network provider with PA authorization requirement for testing. I have received notice of intent to send the past due owed to collections agency, but I am unable to verify if I do owe money, or am due a refund instead.

  Business Response

  Date: 05/29/2024

  Hello:
  
  I want to help address your concerns, but I cant respond online to protect your privacy.
  
  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:05/29/2024

  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 1/3/24, I used Natera for genetic testing. My health insurance information was submitted to this company through the lab that **** my blood. 5 weeks later, I received a letter from Natera that my insurance card had not been received, with instructions on how to submit a copy. I emailed a copy of my insurance card on 2/25/24.I received another letter dated 3/4/24, requesting my insurance info again. I also received a bill from Natera in the amount of $249, Case #******** I resubmitted my insurance info via email to Natera on 4/9/24. On 4/11/24, they sent me an email ************************************** stating "We're reaching out to let you know that the information you provided has been updated, thank you very much!". I sent them another email the same day stating: "Can you at least tell me any further information? Are you going to submit this claim to my insurance? And can you confirm that I should hold on paying this bill until I hear otherwise?" They emailed me on 4/12/24 with a form letter on how to submit my insurance card to them via email, the same instructions I have been receiving all along.I continue to receive bills from Natera, without any indication that they filed a claim to my insurance company. On 4/18/24, I called them (Ph: **************) and spoke with a representative from their billing department, and personally gave him all of my health insurance info, now for the 4th time. They stated they would submit a claim to my health insurance company, and it might take several weeks.Today, I called my insurance company, nearly 6 weeks after this phone call. They have not received any claim from Natera. Furthermore, they informed me that the genetic testing is 100% covered by my insurance. I can only conclude that Natera is not submitting a claim to my insurance company purposefully.If this issue is not resolved immediately, I am going to call the **** I am a physician and will push for an investigation in this company's billing practices. Thank you.

  Business Response

  Date: 05/29/2024

  .Hello:
  
  I want to help address your concerns, but I cant respond online to protect your privacy.
  
  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:05/29/2024

  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.

  My partner and I were sent 2 separate bills on 11/21/2023 for Horizon tests performed on 1/28/22 Case ******* and 1/6/22 case *******. I never received a bill for these tests in 2022. I was told that they would cost no more than $250 by the MD office. MD office got pre-authorization and confirmed that the test would be covered. In fact there was an error made by Natera where they did not perform the full panel on my 2 blood tests 12/13/21 so they needed to have me repeat the test. The MD office assured me the repeat test would be covered, as promised by Natera. The first to bill us was 11/2023 for services rendered almost 2 years prior. Coincidently the bills werent sent until I had a Vistera test in 10/2023, which Blue Shield fully covered. 2 tests from 12/13/21 were also fully covered by BS. Natera billed BS for 19k. After the 11/2023 bills we received 2 bills adding $300 to the statement asking for $649. Final notices were sent threatening collections in 3/2024 and a fifthnotice but also a final notice in 4/2024. Definitely fraudulent and predatory billing practices. Our patient portal accounts are no longer active, the website states our usernames dont exist. They are also billing me under a previous name to which I no longer go by, that is how long they waited to try and bill us.Message from MA at MD office 1/26/22 from Epic record I spoke with Dr. * who mentioned * some tests * that unfortunately you were not tested for. I spoke with our Natera Rep who told me in order for this to be done we need to have you redrawn for the testing needed. She ensured me that the testing would be completely complimentary and would be of no cost to you whatsoever. I have given her all of your information so that when they received the sample she will ZERO out your balance.We believe we are incorrectly being billed and Natera is trying to scam patients and customers. Completely unacceptable.

  Business Response

  Date: 05/29/2024

  Hello:
  
  Id like to provide you with my 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-  ********************************

  Customer Answer

  Date: 05/31/2024

  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,
  
  ******************************** And ********************************

• Initial Complaint

  Date:05/28/2024

  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 given a lab order to do two test through Natera, Panorama which I was quoted $250 for and a Horizons test which i was quoted $100. I checked w my OBGYN AND Natera directly before proceeding to complete the labs and confirmed this was the pricing. After having the labs done, i have received two separate bills. One for $1700 and one for $600. I have emailed Nateras support team numerous times since the beginning of January and it is now May. Never once have the replied to me and I keep receiving bills for the same two appointments with a timeline for collections as well. They have not corrected my bills or responded to me for the past 5 months. In my last email to them I informed them i would be contacting the BBB if i didnt hear back and they still ignored me.

  Business Response

  Date: 05/29/2024

  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:05/28/2024

  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 went to ****************** in ******. They offered genetic testing stating it would not cost more than $250. I agreed and got the blood work and genetic testing done. This was back in the middle of February. Now its almost June and I get a bill stating they charged over $15,000 for the genetic testing. And expect me to pay over $2000 after insurance. They told me a price then billed something completely different. I am not paying that I will pay the $250 like I was told. As I can see on here many people have an issue with the company and there are numerous lawsuits. This should be illegal.

  Business Response

  Date: 05/28/2024

  Hello:
  
  I look forward to providing you with direct assistance 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-  ********************************