Complaints

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

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• 

  Sutter Health

  2200 River Plaza Dr Sacramento, CA 95833-4134

• 

  Sutter Health

  1201 Alhambra Blvd Ste 410 Sacramento, CA 95816-5243

• 

  Sutter Medical Foundation

  45 Castro Street San Francisco, CA 94114-1022

• 

  Eden Medical Center

  20103 Lake Chabot Rd Castro Valley, CA 94546-5305

• 

  Sutter Pacific Medical Offices

  3883 Airway Drive Santa Rosa, CA 95403

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:01/25/2023

  Type:Service or Repair 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 hav been sitting in the ** room since 2 pm in pain from abdominal ******** need to lay down so it doesn't hurt..... they hav me sitting in a ********** in so much pain i keep tossing n turning.... they claim to *** called my name but i didnt hear anything so they gave my bed to the next person not even a min after i asked them if they called my name.... its the 25th of ************* 6:26 pm n still in a chair.... ppl hav came after ********* got a room n left already..... while im still here in pain n still havent been seen....: this is ridiculous...:: i hav been patiently waiting trying not to go off but im in so much pain that they dont care that im crying n screaming n all kinds of s*** i hav gallstones n they dont care that im in pain....

  Business Response

  Date: 03/03/2023

  ****************,

  Thank you for letting us know about the complaint you received re: our ED.  Because this is in regards to a healthcare related matter, we are unable to disclose anything as that could be a violation of the patients rights under HIPPA. 

  njc

  --

  ************************, MD, FACEP

  Medical Director, Eden Emergency Medical Group

  Chief of Staff, *************************** Center

• Initial Complaint

  Date:01/06/2023

  Type:Product 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.

  On June 19th 2022 I had to be taking to the hospital and treated.I was released and the bills started coming, I mistakenly paid an invoice twice on 8/21/22 paid ck#*** $128.75 check cleared 8/26/22, on 9/21/22 paid ck#*** $128.75 check cleared 9/27/22.Once I realized the over payment October 17, 2022, I contacted them and they acknowledged the over payment and said a refund would be issued and that I should expect a check in the mail 4-6 weeks, it is now January *************************************************************************************************** December 2022 and I continue to get the run around I have spoken to a representative name *********************** not about the $128.75 thankfully i'm not $128.75 away from being homeless but what about other families it shouldn't take a business this long to refund someones money that's there's.I'm hoping you can help with this issue and get them to improve there refund practices, also I don't think if I would not had noticed the over payment they would not had notified me about it.Thank you for your help.

  Business Response

  Date: 01/11/2023

  A Sutter representative spoke with patients wife and provided explanation that the Bill/Payment was not made to or for Sutter but its for an independent physician that the patient saw.

  Customer Answer

  Date: 01/13/2023

  I am rejecting this response because: All though the invoice is not from the hospital it is from a physician that works at that hospital and represents Sutter which I have since found out the name is "D Maron" I would like for Sutter to address this person and at least let them know that a complaint was filed with the BBB regarding there accounting practices. I will also be filing a complaint against them personally now that I have the name.

  
  

  Business Response

  Date: 01/18/2023

  Physicians providing medical care, including but not limited to, emergency physicians, hospitalists, intensivists, primary care physicians,radiologists, pathologists, anesthesiologists, surgeons, and specialists are independent contractors and practitioners who perform services in accordance with their own professional judgement and who bill separately for their services, and they are not employees or agents of the hospital.
  

  Customer Answer

  Date: 01/20/2023

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

• Initial Complaint

  Date:12/22/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Patient scheduled to recieve typical allergy shots in two weeks and asked what out of pocket costs estimate might be. Patient delivered Health Insurance information and estimates for amounts covered. Sutter Health continued to apologize for not being able to tell patient an estimate for patients out of pocket costs after multiple e-messages and phone calls including those connecting them with my health insurance *** A health organization should certainly be able to provide a simple and fairly accurate estimate for a scheduled procedure where they know what theyre going to do precisely. Otherwise, how does the patient know that the bill he receives after treatment is correct?

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Good morning. My doctor at sutter health ( ************* ) continually runs me out of my medications. My pharmacist has explained to me that this is not a normal thing. My pharmacist also told me that I. Can not stop taking these medications without tapering down from them. The last time I was ran out of my medication i could not drive for over a week so I couldn't pick up my medication and they can not send them to me. My doctor makes sure I run out the day before I get a refill. I take my medication first thing in the morning. My pharmacist isn't open until 9am. When I told her this is happening she told me it was hard to figure out the dates. It's 30 day worth every month. So I don't see how it could be hard for a DOCTOR to figure out. She also turns off her camera on video visits so I can't see her but she can see me. The first couple of times this happened she made it seem that it was my phone having the problem. I bought a new ***** dollar phone and had the same thing happen. My phone provider insured me that it was not my old phone or my new phone that was turning off her camera. When I go into the office for a visit she stares at her computer and types the whole time. I don't like to talk to people that won't look at me when we are talking. When I tried to make a complaint and asked to speak to a manager on the phone they had the lady that takes my blood pressure answer the phone like she was the manager I know her voice. I have used there website to make multiple complaints and no one has responded.

• Initial Complaint

  Date:12/17/2022

  Type:Service or Repair 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 this hospital. The hospital had an employee that took copies of my records and emailed them to all of her friends. My hipaa was violated along with several other regulatory rules.They called me to rectify and then disappeared. I believe they were hoping the time clock on the complaint would be over.My hippa was not only violated. The nurse added diseases to my chart and reported me to the authorities saying I was attempting to spread them.She was a hospital employee and it looks really bad on them because where is orient confidentiality?Now there are hundreds of people who think they know my health information when it was falsified / altered in an attempt to make me look bad.They did the right thing and called the police but this has traumatized me.

  Business Response

  Date: 12/29/2022

  Ms. ******* concern has been forwarded to our Privacy team to review and respond directly to her.

• Initial Complaint

  Date:12/13/2022

  Type:Order 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.

  Went in for an office (11/12/2022) visit thought I was due for an annual visit but found that I'm not due till Feb 2023. Was told that I had to do a transfer of care since previous doctor was leaving. Asked if I can wait till annual visit so that I didn't have to make copay. Got denied. So went ahead and paid ***** and meet the new doctor. Following day (11/13/2022) received a letter from Sutter ***** saying the new doctor will also be leaving and need to do another transfer of care. Which I now have to pay copay again. Have attempted to tried to setup new transfer of care without having to pay the copay again but got denied. Was told that many patients had to go through the same. Unbelievable. I should have been told that the new doctor I met that day is leaving and should have been giving an option to chose a new doctor instead.

  Business Response

  Date: 12/27/2022

  The Site Supervisor spoke with the patient to understand his concerns. ************ requested for his next Transfer of Care that his copay be written off.  The Site Supervisor provided their name and told ************ to contact them if receives a bill for the co-pay for his next Transfer of Care.

• Initial Complaint

  Date:11/28/2022

  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.

  For the third time in four years my PCP has left the Sutter Network. Each time I have tried to get a new PCP aligned with my preferences and geographic location. Each time that has failed and I have been assigned seemingly arbitrarily. The Sutter website shows MDs with "open to new patients, call for availability" but that is never true! Once again ALL the Internal Medicine doctors in BOTH San ****** and ********* are NOT accepting new patients. So my complaints involve the high rate of turnover, the lack of available replacements, and the near impossibility of talking to any administrative or help staff by phone. I would love to ditch Sutter but there are 2 specialists there that have been providing excellent care for many years.

  Business Response

  Date: 12/09/2022

  PAMF Patient Relations reviewed the complaint. As of 12/6, a representative had been unable to contact the patient. They left a voicemail message for the patient indicating that a formal complaint has been filed and that they have worked with leadership in ********* and San ****** Internal Medicine to review the patients request. A phone number was provided to discuss further. The patient is encouraged to call that number to discuss her concerns.

  Customer Answer

  Date: 12/09/2022

  I am rejecting this response because:
  I have requested a second call back but have not heard back yet. A vaguely worded voice message is not a complete solution.  In addition, their response was that I might have to go outside their network for a new PCP.  If that is the case, then they should correct their website which has misleading information that internal medicine providers in San ****** are taking new patients when in fact they are not.  So I'm waiting another call back and I am waiting for Sutter to correct their website. 

  Business Response

  Date: 12/16/2022

  A Sutter Representative from Patient Access contacted the patient and set  them up with a new primary care provider, ensuring that she was satisfied with options and appointment and that all her questions were answered.

  Customer Answer

  Date: 12/17/2022

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

  A new provider has been assigned to me. The location and timing of the appointment is sub-optimal but acceptable.  However the Sutter web pages remain misleading in that they indicate that many providers are accepting new patients when they are not.  So the website is still deceptive. This has been the case for a long time and I believe it is a misguided marketing/positioning ploy. This network is woefully understaffed--the doctors are under pressure to maximize profits, the billing department has issues that can take months to resolve, and even the complaints department isn't staffed for rapid response. The physicians are top-notch, but the system is broken.
  

  I do, however, appreciate the efforts of the service representative who was very professional and did manage to find me a provider.
  

• Initial Complaint

  Date:11/11/2022

  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.

  Please see uploaded document for the details of this complaint.

  Business Response

  Date: 11/28/2022

  A Sutter Representative from Sutter Medical Foundation Patient Resource Center attempted to reach the parents twice to talk about their concerns. As of November 22, they had not returned the call. A letter has been sent.   

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited Sutter Health for a routine annual checkup, including blood test for cholesterol and sugar level. I was unaware that the blood work prescribed includes RUBEOLA ANTIBODY and VARICELLA-ZOSTER ANTIBODY. I was unknowingly billed for these two tests. Claim ID: ************ I would appreciate if Sutter Health makes it clear what is included in an annual blood test as part of preventive care. I was forced into additional and potentially unnecessary blood work that I didn't sign up for.

  Business Response

  Date: 11/02/2022

  A Sutter Representative reviewed the patients concern. The lab orders are printed on the Patients after visit summary. It is the patients responsibility to verify coverage with insurance prior to service being rendered. Insurance did not deny but applied a portion towards the patients deductible. A voicemail message was left, and a letter was mailed. Sutter is adjusting the charges as a onetime patient satisfier and provided the following education to the patient.
  
  The physician will make a determination and treat the patient according to the symptoms or problem the patient presents at the time of the visit in order to provide the best care possible. Our providers are there to make sure your healthcare needs are met and are not always aware as to how your insurance is going to process your claims based on your insurance benefit plan. Therefore, it is the patients responsibility to know and understand their health plan benefits. If you are unsure at the time of service, you may hold off on treatment until you are able to verify and confirm with your insurance by providing your insurance with the procedure code (CPT Code) and the Diagnosis Code (ICD-10 Code).

• Initial Complaint

  Date:10/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Sutter Health, 131b *********. **************, to schedule my yearly physical. The soonest available was 2 months out. During my appointment I discussed edema and asked for a diuretic. A few weeks pass, I get the bill for $350. My insurance has covered nothing because it was coded as an office visit. The Dr. won't change the code. I should have been told my appointment was not going to be billed as expected. Also, $350 for a low complexity office visit is unheard of. I trusted them.

  Business Response

  Date: 11/01/2022

  A Sutter Representative reviewed the history of the appointment including the *** documentation between ****************** and the care center and then spoke to ******************. She explained that the symptoms ****************** mentioned would make this visit a diagnostic service vs. preventive care; therefore, an office visit was billed. It was explained why we must bill separately.
  
  ****************** was advised per coding it was determined to be moderate complexity and time was documented. ****************** declined the offer of sending for coding review. ****************** states she still does not agree and states she will uphold her posting on Yelp, BBB, and ********** of ******** Protection.
  
  Coding review response: In reviewing the documentation the chief complaint is clearly stated, the documentation supports the established patient E&M level of service meeting the 2022 CPT Guidelines based on the Medical Decision Making.

  Customer Answer

  Date: 11/01/2022

  I am rejecting this response because:

  I made an appointment for a physical. I should have been told I would be charged differently. When I compared this appointment to previous years the Care agent, *****, threatened to recode those past exams and resubmit them to my insurance. I also was curious about the levels of complexity for charging since I just had one area of concern. The same concern I've had for years. ***** was not helpful. She told me I was billed correctly and responsible for the full amount. There was no offer to resubmit for coding again.