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

• 

  Eden Medical Center

  20103 Lake Chabot Rd Castro Valley, CA 94546-5305

• 

  Sutter Health

  PO Box 742738 Los Angeles, CA 90074-2738

• 

  Sutter Home Health Care

  2800 Leavenworth St Ste 350-a San Francisco, CA 94133-1121

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:08/24/2022

  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.

  On 8/23/2022 I arrived at Sutter *****************, ************************************************* for my medical appt. and used valet parking as I have done many times in the past. I returned in about 50 minutes and then noticed the attendants desks inside rather than outside. I then noticed a small sign (about 9"x11") posted at the desk detailing costs to park. At the top in larger font is the price per 30 minutes, below that more info & charges. Toward the bottom and in smaller font is the actual cost, which they call a surcharge of $7 per visit. I was charged $9. The surcharge should be posted at the top.My complaint is Sutter previously communicated free valet parking at this location, but has not communicated to patients the service is no longer free and there is no obvious new signage indicating the change. When I asked the attendant how I was supposed to know about the change/cost I was told there are signs outside. Once I found the signs it is my opinion the signs are inconspicuous and misleading. The information is poorly displayed on signs that give me no reason to look at since I am familiar with the location: On the curb at the driveway entrance in small letters along with other Sutter information, On the sandwich board that has always been in the middle of the driveway and is more of an obstacle to avoid in the busy driveway of cars and pedestrians. Why would I try to read small writing on a sandwich board in a very busy chaotic driveway. I was given a very nicely printed Sutter valet ticket & again no information about charges. No info from the attendant either. At least post this service is no longer free. As I waited for my car another patient had the same experience as me.

  Business Response

  Date: 08/25/2022

  The Director of Plant Operations and Maintenance reviewed the complaint and provide photos of current signage entering the valet lane, in the valet lane, at the entrance of the building and in the lobby of the building.  Large signs were first installed in the weeks prior implementation of the charges, as well as flyers posted throughout the buildings.

  Customer Answer

  Date: 08/25/2022

  I am rejecting this response because:  Those are great signs but they were not out on the day I visited.  The sign was not at the curb.  The sign saying parking is $7.00 was no where to be found.  The valet stand/desk and sign was not outside at the entrance to the building like it was on other days and it was not inside the lobby either.  The sandwich board may have been against the wall inside.  I remember the lobby being somewhat messy that day.
  

  
  

  At this point I know my complaint will appear irrelevant, but moving forward please encourage the staff to put out all the signs.

  
  

  I do not need any further response on this matter.

  
  

  Thank you.

• Initial Complaint

  Date:08/16/2022

  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 would like to file a complaint against Sutter's billing practices. I have a high deductible plan that covers 100% preventative care appointments. I am happy to pay for anything not considered preventative. However, since i was diagnosed with hypertension, Sutter no longer offers preventative care appointments and/or annual checkups. So, anytime I walk in the building, the billing office associates my hypertension as the reason for the appointment. In turn, the response I receive from the billing office references the problem is with my insurance plan. This is simply not the case since it is due to Sutter medical coding. In addition, the doctor threatened to withhold my medication if I did not make an appointment - which would cost hundreds of $ for a 10 minute discussion. My only analogy would be if my dentist coded a "cleaning" appointment (which is considered preventive and therefore covered) as getting a filling since I had a cavity 3 years ago. I like the doctors and nurses; however, I firmly believe the organization is taking advantage of patient care - in turn, encouraging patients to not get annual checkups. Sutter's response will likely be that someone looked into this and I was billed correctly. They have never provided a suggestion as to how i can get preventative care. In my opinion, Sutter is acting unethically to inflate fees. I have been a patient for over 15 years and happily paid all hospital and office visit bills. Sutter's billing practices and lack of a credible unsympothetic response are why i have recently moved to another facility.

  Business Response

  Date: 08/30/2022

  A Sutter Representative reviewed this concern and sent it for coding review a second time. Based on that review, these charges have been adjusted.  The patient has been informed and will be receiving refund for his payments made towards this visit.

• Initial Complaint

  Date:08/08/2022

  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.

  Sutter Healthcare states I owe $489.14 for a mammogram, however ********** Blue ******* third party ******** covered the ****. ******** has sent them proof of Explanation of Benefits and provided the **** The *** was sent out on February 10, 2022 and Sutter Health accepted the payment on February 28. Sutter Health told me they received the payment, but misplaced it. After more than 9+ attempts and follow *** with Sutter Health since to see if they found the check, they then denied they ever received payment and to this day they continue to send me bills to pay for the mammogram. Ive been going back and forth with them since January 2022. My insurance has even contacted them and told them that payment was sent out. Sutter Health continues to contact me for payment to this day and has not been resolved satisfactorily and they have been working with a collections agency. It has been paid however their systems and lack of customer service has kept this open,

  Business Response

  Date: 08/11/2022

  A Sutter Representative reviewed the account. Sutter has been unable to get a copy of the front and back of the check as request from Insurance. Sutter was told by the Insurance rep that they have put a request in for a check tracer to locate the check and that they will notify Sutter once completed. In the meantime, the Sutter Representative spoke to *************************** and advised her that we did receive the Explanation of Benefits but have no record of the actual payment and that she is working with insurance to locate the payment. She let *************************** know that she has pulled her claim back from collections and has put a hold on it until the missing payment is resolved and that she will be calling *************************** once resolved. *************************** was provided her direct contact information as well.

• Initial Complaint

  Date:08/08/2022

  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 have been trying to get a **** resolved since 2020 with this company. Each time I provide my correct insurance information every statement I get back has incorrect insurance information. I was told my account ******** was still in review and have been communicating as I was told I would hear back once out of review and have time to pay any remaining balance at that time. However today I received a collections notice in regards to this account and have not heard back from them and my insurance still says they have not received any claims for the dates of service this complaint is in regards to and each time I get statement still has incorrect information on it all the statements I have attached pictures of below have incorrect insurance information and I have provided copies of my insurance card and the phone number for them as well multiple times.

  Business Response

  Date: 08/17/2022

  A Sutter Representative reviewed the charges and the charges have been adjusted. The Representative was not able to reach the patient by phone; however, a letter has been sent providing the information. The account reflects a zero balance.  Thank you!

  Customer Answer

  Date: 08/18/2022

   
  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:08/01/2022

  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.

  On 6/29/2022, the provider billed me total amount: $247, I have to pay $20 for the copay. I was asked to stand out of the building, I could not check-in, due to they were ready to close. They know they were ready to close, but they were trying to bill me a claim before they close.The nurse was asking my name and telling me they were ready to close, so she did not ensure if the doctor could treat me. Then the doctor told me they were closed and asked me to go ER. He did not do anything else and he was unwilling to give me any prescription. JUST because it was the time to close, so he asked me to seek other treatment. Then he wrote down he gave me professional advice and billed me. But this redirection did not equal to treat me or provide me any service. It was because he did not have time to treat me. So, I believe they charged me purposely right before they close. It is unfair to claim me without any treatment or even not provide me with any prescription or measurement. The Health Summary was written down no physical exam and prescription.Also, this provider wrote down"Patient voiced understanding and agreement to the plan and precautions, and was given the opportunity to ask questions which were answered.". I have to say I did not agree, I was forced to leave, just because they were ready to close. I just said I understand they were ready to close, and I did not have any more time to ask follow-up questions. There was no interpreter to help me explain myself and it does not mean the situation was the same as what the doctor ******* had asked their billing department, however, they said redirection is regarded as a service. I believe this is very unreasonable. Because the situation was not like I have a chance to walk into the clinic and get any information on how to cure myself. It was because they were ready to close, so the doctor redirected me and asked me to leave soon. He did not provide his professional service. It is very unreasonable to charge patient

  Business Response

  Date: 08/10/2022

  A Sutter Representative reviewed the charges and determined them to be correct. Additionally, the quality concerns outlined by the patient have been sent for a quality of care review. The Sutter Representative spoke with the patient and informed her that the balance remains as patient responsibility and if adjustment determined appropriate by Patient Relations she will be notified and refunded accordingly. Patient understood and thanked us for review.

  Customer Answer

  Date: 08/10/2022

  I am rejecting this response because:
  I already told the agent I would like to have the interpreter to explain my situation to her and make more correct explanation. However, I did not have chance.
  Also, I am not sure how they investigated my case, and what was the process? It seems like as a patient of them, I have no right to know the detail, and I was not allowed to have further questions since the agent hanged up the call really quick. I only can wait for their decision and notification.
  If they really want to claim to my insurance, I am ok with it. But the only requirement I ask is to remove my $20 copay, since I really did not get any physical service or any treatment from this visit.
  

  Business Response

  Date: 08/16/2022

  A Sutter Representative called patient using the interpreter phone line. Review of her account was discussed, and the patient was advised that the account is pending a quality-of-care review. The detailed charge review vs the quality-of-care review was discussed in detail. It was explained to the patient that documentation in her chart supports the office visit charge as she did discuss a complaint and symptoms with the provider. The provider determined she would need further treatment and recommended she go to the *************** The patient was provided the Patient Relation phone number and she was advised to follow up with the Quality Department.The patient confirmed at the end of call all her questions were answered.

  Customer Answer

  Date: 08/18/2022

  I am rejecting this response because: It is still pending a quality-of-care review.
  

• Initial Complaint

  Date:07/25/2022

  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.

  I was calling today to schedule a covid vaccine appt for my daughter via your 800 number as your website does not allow me to book an appt for my minor.Your rep refused to help me. I sought appt availability. She asked me for the basic info, she provided me with answers of a couple open times and proceeded to ask me other questions and refused to help. I did not seek to secure ********** to check availiabity.When I asked her to spell out her name so she can be identified, she refused. Her name is Shoquia or sequoia? I"m not sure.like to get the call reviewed. happened around 2pm PST 7/25/22