Business Profile

Medical Service Organization

Sutter Health

Headquarters

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Complaints

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

Customer Complaints Summary

129 total complaints in the last 3 years.
34 complaints closed in the last 12 months.

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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:03/27/2024
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.
On 1/4/2024, my husband *********************** received surgery at the North Bay Regional Surgery Center in ******, **. We were required to pay an upfront fee of $4364 based on our Cigna health insurance plan and deductible/out of pocket maximum.Once Cigna (our health insurance provider) processed our claim from the service provided by the surgery center, we were responsible for $2127.17. We then called Cigna to explain to them that we paid an upfront fee of $4364 based on our cigna health plan and deductible/out of pocket maximum. They encouraged us to call the surgery billing office to get this sorted out.Between the dates 1/22/24 to 3/27/24, Cigna and I have been trying to reach the surgery billing center including leaving multiple voicemails and call back numbers. It has been extremely difficult to reach anyone from the surgery billing center. I have multiple reference numbers through cigna in regards to this specific medical claim.The billing surgery center numbers are ************ and ************. It really feels like we will never receive a refund at this rate and dont know how to proceed.
Initial Complaint
Date:03/18/2024
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.
I live with and care for my 83-year-old father. This company, Eden ********************** Supply (Owned by Sutter Health), keeps calling trying to sell him diabetic supplies that he has no use for! He and I have both told them to place us on their do-not-call records and they still call. They argue and always say they have never called but they have someone from their call center call almost daily. Sometimes they call 3 or more times a day.
Business Response
Date: 03/21/2024
Sutter Health and Eden ********************** Supply are not associated in any way. We would be happy to advocate on behalf of the patient to assist in getting these calls to stop if the patient's information is provided.
Initial Complaint
Date:03/08/2024
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.
On 12/18/2023 I visited the emergency room in ************* ********** for neck pain. Upon checking my notes for the visit, under the smoking, alcohol and drugs section it states that I use hallucinogenic drugs. There was a seperate incident that had occurred in May of 2023, though that was a one time event. I have not taken any substances within the past 6 months of the appointment date and don't believe that drug use should have been included in these notes as I was not actively on anything and am not a recurrent user.
Business Response
Date: 03/21/2024
A Sutter Representative reviewed this case and found that the patient's chart history confirms charted information for previous date of service. Patient can request his medical records for confirmation.
Customer Answer
Date: 03/21/2024
I am rejecting this response because: the record for 12/18/23 included information that was not valid or true as of that visit. The employee who responded clearly did not take this into consideration
Business Response
Date: 04/02/2024
A Sutter Representative reviewed this case and found that the patient's chart history confirms charted information for previous date of service past the six-month ***** Patient can request his medical records for confirmation.
Customer Answer
Date: 04/02/2024
I am rejecting this response because: the time between my visits was May 10th to December 19th which is longer than the "6 months" that the business suggested
Initial Complaint
Date:03/07/2024
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.
hi, i would like to report on what i consider to be medical fraud for $417. Sutter antoch, CA is billing me for an appointment that never happened. all they did was to call me saying i didn't need to come in for preventive care, a colonoscopy.the billing party said they were able to bill because it was a video call, but it wasn't. it was only a phone call. Sutter ********************* ************ patient ID # ********
Business Response
Date: 03/21/2024
A Sutter Representative reviewed the patients account. It was determined that the charges are correct. Documentation supports the services, and no changes were needed. Per the insurance you owe as part of your deductible. If you feel your insurance should have covered these services differently, I recommend contacting your insurance provider to appeal with them as they have processed your services as a result of your plan benefits.
Customer Answer
Date: 03/21/2024
I am rejecting this response because: sutter said they charged based on a video call. it was NOT. just a call telling me i didn't need to come in. took less than 30 seconds.
Business Response
Date: 04/02/2024
A Sutter Representative reviewed the patients account. It was determined that the charges are correct. Documentation supports the services, and no changes were needed. Per the insurance you owe as part of your deductible. If you feel your insurance should have covered these services differently, I recommend contacting your insurance provider to appeal with them as they have processed your services as a result of your plan benefits.
Initial Complaint
Date:01/30/2024
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.
Date: 01/04/2024 Amount billed: $504.04 Amount paid to date: $0 The business committed to provide wart removal The nature of the dispute is that I took my son to Sutter *********** because he had warts on his fingers. The doctor said he could freeze them off or write a prescription for cream. We asked which was better and he said freezing was faster so we chose it. He didn't tell us that cream would cost tens of dollars but freezing would cost hundreds. This is a surprise medical bill.The business told me there is nothing they can do.Account #: ******* This does not involve advertising.
Business Response
Date: 02/12/2024
A Sutter Representative has reviewed these concerns and determined that the care and billing for the care was appropriate. A representative has reached out to ******************** and explained the findings and that the balance remains his responsibility.
Initial Complaint
Date:01/29/2024
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.
Series of fraudulent billing activity by Sutter Health Care. (Account # ********** had scheduled my annual wellness/well woman visit on 9/6/2023 - 9/7/2023 which is a 100% preventative exam. Sutter Health confirmed and assured me this is a standard test they do and was 100% covered by my insurance.I get a bill 2 months later for $928 in additional charges on top of Sutter Health billing my insurance for $720. I reached out to Sutter to resolve these $928 in charges and they indicated they had filed everything as preventative by my insurance did not process correctly and I had to resolve with my insurance. I called Sutter Health with my insurance (UHC) company on the line, My insurance indicated that Sutter billed for several additional lab charges outside of preventive packages. I mentioned this was confirmed by the doctor and Sutter Health agent that these were mentioned to be part of the well women package that is verified as covered 100% by my insurance.Sutter completely flips on the call and mentioned hey cannot be responsible for what was assured as 100% covered by insurance during the day of the visit. They very shadily and pathetically say this is a very common practice. I asked him how does this work when a person comes in for an annual wellness visit (when tests are due the same day, recommended and confirmed my doctors and front desk agents that is 100% covered and okay to move forward). Sutter's billing department say that this is not their problem in a very dishonest fashion.Researching information online, it appears that Sutter Health has a history of such claims & fraudulent practices. I am currently in a stale mate with Sutter Health and need Sutter to reverse these additional charges for $928 & take ownership of their fraudulent claims/dishonest practices.
Initial Complaint
Date:01/29/2024
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.
When I did my regular checkup on 8/18/2023 at the ********* Sutter Health location, due to atypical chest pain, the doctor recommended I did an EKG. Because I had abnormal EKG, she recommended I did a ****** Monitor Test, telling me that I could get it at the Mountain View Sutter Health location (in-network).Upon arriving at the Mountain View Sutter Health location around 9/1/2023 (in-network), the representative provided me a ****** Monitor Test and told me to drop it off at the post office with the prepaid label. At this time, it was my understanding that Sutter Health had administered the test and would be responsible for it. The representative did not disclose to me that this test would be processed by an out-of-network lab (Zio), and certainly did not tell me of any in-network options.A few months later, I was sent a bill for the treatment [dated 9/26/2023] (without in-network insurance coverage).The representative at the Mountain View Sutter Health location did not do his due diligence to inform me that Sutter Health would not be processing the test and that rather there is a separate outside lab involved.Since the fault is on Sutter Health's negligence, I request that Sutter takes care of the out-of-network charge of $367.08 from Zio.Sutter medical number: ******** ********** member ID: ********* ********** claim number: 223VH868000 Zio account number: ********** Attached, pls find the outside lab "Zio" invoice.
Business Response
Date: 02/12/2024
A Sutter Representative reviewed this concern. They confirmed that initially one of the charges should have been covered 100% as preventive, therefore the charge has been sent back to United Heathcare for reprocessing. The remaining charges were reviewed and confirmed as correctly applying to the patient's deductible. The Sutter Representative attempted several times to contact the patient, without success. A letter has been sent.
Customer Answer
Date: 02/19/2024
I am rejecting this response because I believe it is not addressing the concern raised in the complaint. Here is some more clarification:
- The complaint is NOT concerning whether the bill was listed as preventative or not
- The complaint is that the ***************** (which is verified to be in-network) did not disclose that the ****** Monitor that they gave me would automatically be handled by an external lab (Zio) rather than the clinic itself, so I had no opportunity to review whether or not to use to external provider. It turns out that this lab that I did not know was involved is billing me, and is not covered in my insurance plan since it is out-of-network. Therefore, it makes no difference whether or not the study was considered preventative
- As an important piece of context, my ***************** plan is a zero-deductible plan for ****** Monitor. I called ***************** and learned that I received the bill because Zio is out-of-network, but that Zio and ***************** have a contract to charge me the plan rate. This does not mean that Zio is in-network; it is not. After calling a Sutter Health representative, I learned that when processing this BBB complaint, Sutter Health accidentally misunderstood and thought that Zio is in-network just because there is a contract, but it is not.
- Therefore, I do not accept the response to this complaint because Sutter Health has not addressed the fact that the ***************** did not disclose that the ****** Monitor would be handled by an external lab rather than by themselves.
Business Response
Date: 03/02/2024
A Sutter Representative reviewed this concern. They spoke with the patient and advised patients are informed by cardiac clinic to contact insurance directly for questions regarding patient responsibility prior to services being performed. Patient indicated when he spoke with his insurance they advised **** was contracted. Sutter Representative advised insurance processed claim with contractual adjustment and balance applied to deductible. Patient indicated he will contact insurance carrier again.
Customer Answer
Date: 03/11/2024
I am rejecting this response because:
The latest response sounds like there the original complain from the misunderstanding with what the complaint is.
- I agree that there was a contractual adjustment applied. However, according the insurance, this does NOT mean that this was in-network. However, this whole issue is not the root problem of the complaint.
- The root problem in the complaint is that PAMF ************* did not disclose that the test would be processed at a third-party lab that is not a part of PAMF (Zio). The last response for this BBB complaint mentioned that "advised patients are informed by cardiac clinic to contact insurance directly for questions regarding patient responsibility prior to services being performed". I agree, and did confirm this. I confirmed that PAMF ************* is in-network and would be fully covered by insurance. However, because it was not disclosed that there is a third party lab involved, I had no way to ask about whether or not the work that the third party lab was doing would be covered.
Thanks for the responses and discussion, hopefully this will clear up what the complaint is about
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 am writing to file a formal complaint against Sutter Health based on a recent experience my family had at their facility in ********, **********. On November 9, 2023, my 16-year old daughter had an urgent care visit, and we were charged $405 for a "Walking Boot Non-Pneumatic Prefab (we later discovered the same boot on Amazon for less than $40. We use the same code to check the price on fairhealthconsumer.org and the in-network cost is $112.). Before signing any documents, we explicitly asked about the price of the medical boot from both the doctor and nurse, but we were informed that they did not have that information and reassured us that we would receive a billing statement outlining the costs. This lack of transparency left us in a vulnerable position. To compound our frustration, the hospital informed us the day after the visit, based on the **ray results, that the medical boot was unnecessary. Despite our inquiry about the possibility of returning the unused boot for a refund, our request was regrettably denied by Sutter Health. After receiving the billing statement, we contacted the billing department to dispute the charge related to the boot. Unfortunately, our dispute was summarily rejected. We have reached out to various entities, including Sutter ***** and the ********** ********** of ********** but have been unable to find a resolution to our concerns. I believe that filing a complaint with the Better Business Bureau is a necessary step to bring attention to these unethical practices. Enclosed with this letter are relevant documents, including the Explanation of Benefits and correspondence with Sutter *****. I appreciate your prompt attention to this matter and trust that the Better Business Bureau of Northern ********** will conduct a thorough investigation into the practices of Sutter Health.
Business Response
Date: 01/19/2024
A Sutter Representative reviewed this concern. This has been reviewed by coding and it has been determined that the coding is correct. Per coding review the documentation of the order and report supports the coding. There is no discount applied for this charge as per insurance contract, they allowed the full amount of the charge billed and applied toward deductible. The Sutter Representative contacted the patients insurance and verified that claims were processed as in network and applied towards deductible correctly. If the patient or patients mother does not agree with how the insurance processed, then they will need to dispute charges with their insurance. A letter is being sent to the patient.
Customer Answer
Date: 01/19/2024
I am rejecting this response because:
Our concerns stem from the lack of disclosure regarding the costs associated with the medical boot during the visit. Despite our pre-signing inquiry about the price, both the doctor and nurse claimed not to have that information, reassuring us that a billing statement would outline the costs. This lack of transparency left us in a vulnerable position, unable to make an informed decision about the purchase.

Furthermore, the urgency of the situation is a matter of concern. Twisting an ankle while walking is not a life-threatening situation, and our daughter had an ankle stabilizer on when seeing the doctor. The doctor's ***** in offering the boot raises questions about the necessity of immediately providing it before waiting for one night for the **ray results to come out. This added to our confusion and dissatisfaction with the overall care provided during the visit.

Compounding our dissatisfaction, we later discovered that the boot provided was in the wrong size. Our daughter, who was supposed to receive a Medium-sized boot, was instead given one in Large. This oversight not only added to the confusion but also highlighted a lack of attention to detail and proper patient care during the visit.

Subsequent to the visit, we found a similar medical boot available on Amazon for less than $40 (Later we use the same code L4387 to check the price of the boot on fairhealthconsumer.org and the in-network cost is $112). To add to our frustration, the hospital informed us the day after the visit, based on the **ray results, that the medical boot was unnecessary. Despite our inquiry about the possibility of returning the unused boot for a refund, our request was regrettably denied by the hospital and we were told to dispute the charge later. After receiving the billing statement, we contacted the billing department to dispute the charge related to the boot. Unfortunately, our dispute was summarily rejected. Notably, our insurance plan does not cover the cost of the boot, leaving us responsible for a $405 charge for a medically unnecessary item we could have easily obtained elsewhere for a fraction of the cost.

Business Response
Date: 02/05/2024
This has been reviewed by Sutter Health *********** representative, charge are correct. Staff would not have this information to give to patients. They would be informed that they are signing the waiver to acknowledge that they are responsible for fees if insurance does not cover the item placed.

Customer Answer
Date: 02/07/2024
I am rejecting this response because: Sutter Health forced us to sign the paperwork without providing the information as we requested. When they told us the boot was unnecessary, we requested to return the unused boot. They refused and suggested that we disputed the charge. Then they denied our dispute request and claimed that they provided excellent service to us. All the information and advice they gave us during this process was misleading. They dont really care about what the patient needs or wants, they only care about the money they could make from their patients. They coerced us to pay $405 for an unnecessary boot that we can easily get elsewhere for $40-100, which is unethical.
Initial Complaint
Date:01/11/2024
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.
On June *****, 2023, I was scheduled to receive iron infusion treatments (1x a day for 3 days) at Sutter - Tracy. When customer service called me to pre-register, they told me that the estimate was $1176 but that was before insurance. I would actually be paying in the $500 range. I told them that I wanted to make sure because I cant afford the $1176. After a few calls with multiple people they assured me that it was indeed the $500 range. Then, when I went in for my first appointment, I verified with the lady who registered me. She also gave me the $500 range total. I cannot afford $1176. Even if its broke up into payments. I work for the school district and get paid once a month. I never would have went ahead with the treatments if I wasnt assured many times of the correct estimate. I inquired about this discrepancy on the MyHealth app on 8/17/2023 after I received my first bill. I was informed that it would be ***** days before I received any answers. Multiple messages, phone calls, and 148 days since I first inquired about my account balance, I have yet to receive any resolution or actual update other than it has been escalated. They acknowledged that I requested a copy of my signed estimate, and I have not received that either. In the mean time, I have been receiving multiple past due/final notice bills. I would like to be contacted by someone who can give me real answers.Guarantor #******** Hospital Account #*********
Initial Complaint
Date:01/10/2024
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 scheduled an annual physical/wellness visit for 04/14/2023 and went to the Sutter Health office for my check-up. Previously, I was a patient of ***************************************, who has since left Sutter Health in *******, **. Consequently, my records were transferred to a new ******* ****************************************************** ****************** is my new doctor and this was my first visit with her, she inquired about my medical history. I provided all the necessary information. The appointment lasted only ***** minutes, during which we discussed my medical history and I received a physical check-up.However, a billing issue arose when I received a bill from my insurance showing two office visit charges: $435 (covered by insurance) and $154 (not covered). The insurance company explained that the second charge was due to allergy-related codes submitted by Sutter Health, even though I have no allergies. Sutter Health also sent a separate bill for $154, claiming it as my responsibility.They registered two separate office visit charges. However, I only had one office visit for my annual physical. Why was I billed for two office visits? The billing department insists that they billed according to the doctor's information. I am exhausted from trying to resolve this issue with Sutter Health.It seems unreasonable to be charged extra for discussing a patient's medical history. If such discussions incur charges, what should one expect during a wellness visit? Are we only to have basic checks like blood pressure, weight, and height, without discussing past medical history or any medical concerns? If so, then why visit the doctor for an annual check-up when these checks can be done at home?Last week, I received a bill for $154 from a debt collection agency concerning this overcharge from Sutter Health. I need help resolving this overcharging issue. Please do needful.
Business Response
Date: 01/19/2024
A Sutter Representative reviewed concern. A coding review was complete, and charges were determined to be accurate. The Representative spoke with the patient, explained the chart documentation supports charges and advised charges can be billed separately even if new or existing conditions. Patient now understands and thanked up for the review.
Action taken: The balance of $154.00 has been recalled from collections with adjustment made to the charges. A response letter was also sent to the patient.

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