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:10/17/2024

  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.

  On 6/28/2024, I visited Sutter Health for the annual physical exam. When I made the appointment for this visit, I told the representative I only wanted the exam covered by my insurance. The representative confirmed that my physical is covered. Before I saw the doctor, I told the front desk and the doctor's assistant that I only want to do what was covered by the insurance. Both of them said ok and that they will let the doctor know. When I checked in, I signed a document that says if I ask my doctor any question during my visit I will be charged for that question. (Because I paid $800 last year during my physical exam for asking one question, so I know I am not supposed to ask any question this time.) So from the beginning to the end, I never ask any question when I see the doctor. But I receive a $495 bill from them. First I called my insurance and asked why I need to pay 495 for an insurance-covered annual physical. The insurance representative told me it was because Sutter Health billed my lab test as diagnose not preventive.Then I called Sutter Health billing department many times to ask why they billed like this when I only asked for insurance-covered exam and never asked any question during my visit. They just keep saying sent my bill for review. I also sent a message to my doctor. My doctor said she did not order extra test or lab for me and referred me back to the billing department. Now they just sent me the final notice for my $495 bill. Otherwise they will sent it for external collection.I confirmed with the staff three times that I only want to do what covered by the insurance before I see the doctor or do any lab. All of them told me ok they will do that. They should not order extra lab that I don't want and then charge me $495.

• Initial Complaint

  Date:10/15/2024

  Type:Product 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.

  I went for physical test and asked doctor for Vitamin B-12 and ********* test. I noticed doctor had done additional test which were not required not even asked by anyone. Those were Rubella and Mumps. I never asked or authorized it and doctor had now charged me for it. I am attaching the bill for your reference. The total over charge is Mumps$ ***** and Rubella $67.42 so total of $136.94. I asked them for refund and they rather are threatening me for more money.This is the worst experience i ever had in my life time. I never had this issue with any other doctor. Nurse Practioner ********* ****** who attended me was ordered additional tests left and right which were not needed. I tried contacting her but she never returned my call nor responded my messages and trying to run away from this. Sutter health should take action against her. All i need is my refund of $136.94 to close this case.

• Initial Complaint

  Date:10/10/2024

  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.

  H Pylori Breath Test on June 26, 2024 Sutter health charges me $430, more than twice of the regular price at the lab such as Quest. I was charged multiple times for the physical exam done on June 26, in total it was $441.

• Initial Complaint

  Date:10/08/2024

  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.

  I was seen on August 27th, 2024. The doctor instructed his staff to complete form de2501 part b. On October 1st, 2024, I was informed by ***** *******-****** that the form was not completed because I marked workers compensation (WC) and Sutter does not handle WC claims. My initial feedback is why did it take so long for me to be informed that the form had not been completed or submitted. I expressed my grievances directly to *****. I prefer communicating via the online messaging center, for documentation purposes. Dulce is now instead of responding via our normal means of communication calling me. On October 4th, 2024, I submitted a new receipt # with corrected information less the *** Dulce who usually responds within reasonable time, either same day or within the 48 hours allotted is now non responsive. I understand that everyone is busy, it's healthcare and that is completely understandable. What is not understandable is the fact that I have been awaiting the submission of this offices part b de2501 to EDD since August 27th, 2024. The form has still not been submitted and I now suspect that Dulce and Sutter as a whole are initiating these delays intentionally. I have proof of questionable communications. I have been paying out of pocket. Sutter must more clearly and explicitly makes it known that a form I expected to be submitted has not been submitted and why it hasn't. I ask that be a priority response, I also would like to share that it is disheartening to be apart of a medical group, whom I am paying, that does not prioritize my disability claim to make certain that I am paid. Finally, Sutter is working against me and it is completely unethical. I would like to speak with someone concerning my claims of mistreatment. ***** *******-****** is not treating me fairly. It is October 8th, 2024, and I have no response back from *****. Can someone please tell me why my claim has not been submitted. When will it be submitted?

• Initial Complaint

  Date:09/18/2024

  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.

  Sutter health charge $162 fees in a preventive care visit without consent from me. I had a visit of annual physical exam on July 10 with Sutter Health *************** During the visit the doctor brought up the ** visit record she saw in the system that I had at ********** hospital in June. The condition and situation related to the ** visit were already addressed by the ** doctor, which I paid about $2000 out of pocket separately. According to Sutter Health, Discussing any new or worsening symptoms is not considered preventative. There is no new or worsening symptoms to discuss since they are already addressed by ** doctors. Reading the notes from computer about the ** visit does not constitute new or worsening situation. Besides, I as patient did NOT seek advices from Sutter Health and it was brought up by Sutter Health. It almost feels like a predatory practice so they can post a charge!In addition to refund, I also demand Sutter Health to seek consent prior to offer non preventative service.

• Initial Complaint

  Date:09/03/2024

  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.

  Dear *********** am writing to file a complaint against Sutter Health due to an unresolved billing dispute and to request that improvements be made to their fee transparency practices.I have been taking my medication for years. Every two years, the Sutter Health will ask me to book an appointment when i request refill. On 7/4/2024, I visited a Sutter Health office at ********* based on Sutter Health's requirement to schedule an appointment . My regular doctor did not have an appointment available until August, so I chose this nearby office for convenience. I booked an appointment online with a registered nurse (RN) because my sole need was for a medication refill.During my visit, I clearly communicated that I only needed a refill and asked about the cost of the visit. The receptionist informed me that the cost could not be determined until after the appointment. Subsequently, I was billed $460.80, a significant increase from the $180 I had previously paid for similar services with my regular doctor.I later learned from the billing department that the higher fee was due to being classified as a new patient at this office, which was never communicated to me when I booked the appointment online or during the visit. I did not receive any additional services that would justify this new patient fee.Despite multiple calls to the billing department (on [7/5/2024], [7/15/2024], [7/26/2024], [8/19/2024], and [9/3/2024]) and escalating the issue, I have not received a satisfactory ************* addition to resolving this billing discrepancy, I request that Sutter Health improve its service by ensuring that all fees are transparent and clearly communicated to patients before their appointments. This will help prevent similar issues for other patients in the future.Thank you for your assistance.Sincerely, lei ****

• Initial Complaint

  Date:08/09/2024

  Type:Order 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.

  Date of the transaction: I had my annual check-up with my primary physician Dr. ****************** **** at PAMF on 9/20/2023. Additionally, I visited my doctor *************** from the *************************** for the annual follow-up on 9/27/2023 I visited my OB doctor ****************** for the annual check-up on 11/27/2023. The amount of money you paid the business:The existing bill of $1,892.24 and the pending bills (total co-pay amount of $1,380 per insurance EoB). total amount $3,272.24. Need help from BBB to adjust the bill before the payment.What the business committed to provide you:As soon as I received my health plan information on 9/1/2023, I made several phone calls to ************************** to verify the coverage. I talked to ****, and ******* confirmed my doctors are in-network. I also updated my insurance information on PAMF website and personally visited the hospitals front desk to register my insurance details.That is what happens to my husband: he has been using the same hospital at the same location for 20 years and his doctors and lab ALWAYS verify the insurance coverage. If it was not covered, he was notified and given a choice. What the nature of the dispute is:I have done my best to verify the coverage with PAMF before my doctors visits. The hospital should check the insurance coverage and remind me the un-covered cost or get pre-authorization if needed. Whether or not the business has tried to resolve the problem PAMF billing department supervisor ****** offered a 20% discount as his final offer which we rejected since I had already verified with ************************** about my health coverage before the doctor visits. I am a contractor now with an unstable income and my husband is a retiree. We cant afford to pay such big bills (existing bill of $1,892.24 and the pending bills total co-pay amount $1,380 per insurance EoB). They are a heavy burden on our shoulders (total amount $3,272.24).

• Initial Complaint

  Date:08/07/2024

  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.

  I will to like to know what I can do in terms of appeal in terms of this medical bill i am having. My wife had a scheduled colonoscopy at ******************************** Foundation, a Sutter Medical Network facility on 04/11/2024. During the pre-operative preparations, we were informed that an anesthetic pump malfunctioned, necessitating an immediate transfer to Sutter Samaritan Surgery Center, also within the Sutter Medical Network. We complied with this instruction and transported my wife to the alternate location for the procedure.Subsequently, we discovered that Sutter Samaritan Surgery Center was not part of the my insurance in-network at the time of the surgery and has been classified as out of network. As such my medical insurer, Anthem provider does not want to cover it. I made an appeal with Anthem and yet to get a response. I also called Sutter Health, and they blamed my wife and I for not doing the due diligence. Sutter Health were very rude and judgmental. I told the person who was handling the case, ********, how could we have done all this due diligence when I have to rush my wife to the hospital. Moreover, we were instructed by the nurse/staff to go to Sutter Samaritan Surgery Center. Had i not known it will be out of network, we would not have continued the surgery. She responded that she herself went through it before and was able to do it. I am not sure what I can do in terms of next steps in terms of appeal. I have appealed through Anthem and left a voice mail with Sutter but I doubt anything will happen after that.

• Initial Complaint

  Date:07/31/2024

  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.

  Background information:1. PCP visit on 6/10/24 was scheduled as a new patient for an annual visit for physical 2. PCP visit cost $20 copay 3. No medical complaint was given to PCP and PCP inquired about family history 4. Labs (complete blood count, cholesterol test, and comprehensive metabolic panel, and Hemoglobin A1c) were ordered and obtained on 6/21 5. Labs billed for copay of $72.88 6. Inquired insurance (Sutter Select) patient care representative and was informed that preventative care should not have a copay and labs are at no costs if they are billed as preventative 7. Insurance patient care representative informed me that I must contact billing department to request switch billing codes to preventative 8. Hospital billing department is unwilling to change the billing codes for my care because they do not see it as incorrect coding My complaints are of the following:1. Preventative care is stated as free of charge 2. My PCP visit is a preventative care visit as I have no current medical problems and I am not taking any prescribed medications for a medical issue 3. This particular PCP visit is a new patient visit as I am relocating to work for Sutter and will like to establish ******** 4. My visit was incorrectly charged as diagnostic and therefore my labs are charged as diagnostic 5. My visit is a preventative care visit and it is an annual visit 6. Billing department is insisting that they have not billed incorrectly even while I should not be charged based on their coding as it is stated by my insurance that preventative care is free of charge

• Initial Complaint

  Date:07/24/2024

  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.

  Re: *********************************************************, ** (****************************************************************************) :I have been seeing PAMF Mountain View doctors and have been with the same insurance company (Health Partners) for the past 20+ years. Starting in the later part of 2023 I have experienced serious billing issues. Every service I received should have been covered by my insurance. However, they showed up in my billing statement as unpaid for MONTHS. As of today, my balance is $586. I talked to my insurance numerous times regarding those charges, and they told me they paid such dollar amounts on such dates for all the services. But **** told me they did not have any record of receiving reimbursements. The very first incidence is 12/6/2023, a ******** Wellness visit with $167 balance later changed to $40. This service is 100% covered by ********. The $40 balance sits there for more than a year, PAMF reported to collection agency. I have talked to a couple of PAMF customer service supervisors. They all stated the claims were submitted correctly. I talked to several Insurance supervisors too. They all stated they processed the claims and mailed the checks. The problem is the MISSING checks. I firmly believe the checks probably were not addressed to the proper department. PAMF needs to investigate and communicate with the insurance company to solve the missing check issue. The last PAMF supervisor I talked to last week was ************** She has not gotten back to me as of today as she promised. FYI. Health Partners is a Minnesota Medical ****************** It is HMO in *********. Out of state medical providers are treated as PPO. They only mail reimbursement checks to providers who are out of state by mail.