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:08/03/2023

  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 was billed for a medical visit to the *********** ****************************************************************. The amount was $59.06. I paid this bill via check. The check was cashed. I continued to receive statements from Sutter ***** billing. I called billing and was told I had to prove that the check was cashed by mailing a photo--front and back--of the check along with the statement to their billing address in **********. I did this. Yesterday, August 2, 2023, I received another statement demanding that I pay the $59.06 (Due Now!). I have uploaded both the statement and the front and back of the cashed check to give you proof that I paid this bill. May I please ask you to contact Sutter ***** and tell them to stop billing me.

  Business Response

  Date: 08/09/2023

  A Sutter Representative has mailed **************** a balance inquiry letter which reflects a zero balance on his account.  A voicemail was left to ensure all concerns were addressed.  

  Customer Answer

  Date: 08/09/2023

   
  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:07/25/2023

  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.

  I received a bill from Sutter for two services, and both contained errors. The 1st was resolved. The 2nd has not been after nearly a month and at least six calls by me.The issue relates to Acct# ******** for services rendered in February 2023. My ex-wife accidentally changed my address when she moved out but did not forward me earlier bills. When she texted me the bill on June 26, I called Sutter immediately. The miscoding of the first item was resolved quickly. It was for standard lab work and Sutter said the $102.84 was removed.This left $612.00 for an ultrasound under Radiology. This is considered 100% out of pocket. Now I did indeed have an ultrasound performed on my liver in Feb. 2023. It was ordered as a followup to a Jan 2022 ultrasound of due to a fatty liver cancer from lab work. The Jan 2022 scan confirmed the issue, but between then and my early 2023 checkup I had lost more than 60 pounds, and my doctor wanted to see if this addressed the fatty liver issue. However, my Jan 2022 ultrasound cost $154 less than the Feb 2023 ultrasound. ($458 versus $612, or a 33% increase) In investigating, I learned my 2022 ultrasound was coded different than in 2023. My 2022 ultrasound had a CPP Code ***** for an **************** and my 2023 ultrasound was CPP Code ***** for an Abdomen Complete. As a follow-up scan, there was no need to broaden to scan my full abdomen scan. Plus, both scans appeared to me limited to just my liver, and I received scan results both times for just my liver. So either my doctor accidentally misprescribed a full abdomen scan or a coding mistake was made. Either way, I should not pay for the mistake as I didnt need a full-abdomen scan and did not receive one. But Sutter is not correcting and said on Aug 3 they will forward to a collection agency.Note: sometimes someone with the doctors team and billing would claim the abdomen limited code doesnt exist anymore, but once I provide both codes, they acknowledge it still exists.

  Business Response

  Date: 08/07/2023

  A Sutter Representative reviewed this concern and has updated the coding as requested.  They spoke to the patient and let them know that their insurance will get a corrected claim and they will get a refund for the difference.  They were happy with this response.

  Customer Answer

  Date: 08/07/2023

   
  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.
  
  Thank you for your involvement. I had been making weekly calls to resolve for 6 weeks, and your involvement was key in concluding the issue favorably.
  

• Initial Complaint

  Date:07/14/2023

  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 Health ************ Division ****************************************************************** I have already: sent an email to them as soon as I saw the threatening collection notice, no response till now tried to call their billing department - kept on hold for long time, no audio/response I tried to file a complaint using bbb.org portal and this business is not listed.This is the incident report I received a dubious debt collection notice on 07/12/2023 from the following entity on behalf of PAMF.*************************** *********** ** I had visited the ******* medical office to get a health fitness certificate in mid April **** date I have not received any billing statement for that visit.I had also called up my insurance after my visit regarding my co-pay etc . They mentioned at that time they had not received any details either.I am surprised that I was served this debt collection notice before sending the regular statement to me.To the best of my knowledge I have a clean credit history.I want this collection process to be stopped immediately so that it does not show up in my credit history.This appears to be a deliberate act to damage my credit report and is totally unacceptable.I also do not want them to charge any fees or interest on my co-pay as this delay was not caused by me.Sincerely *********************************** **************

  Business Response

  Date: 07/19/2023

  A Sutter Representative reviewed this concern. The account balance was sent to collections due to returned mail received. The Representative spoke to the patient  and confirmed correct address and updated his account. Account balance was reversed from collections and new statement will be sent out. 

  Customer Answer

  Date: 07/21/2023

  I am rejecting this response because:

  I have not received any billing statement from them even after three months of my doctor's ****** visit.

  After filing this report, some one called me and verified my contact details.

  The address and the telephone numbers that they read out were completely wrong.

  This is after the fact that I had received two medical documents, several calls and text messages from the doctor's ****** after my visit

  I have serious concerns about the privacy and integrity of my personal data and records, if this is the state of their record keeping system.

  Please keep this complaint open until I verify that my credit has not been damaged by this act of negligence.

   

  
  

  Business Response

  Date: 08/14/2023

  Thank you. I just wanted to add the comment that the Sutter Health Representative has confirmed that the patient has a zero-balance indicating that he must have received the statement or has resolved his issue with billing.   We have not heard from the patient that his concerns have not been addressed.
   
  Thank you!
   
  ***************************, MHA, RN, CPHRM

  Customer Answer

  Date: 08/14/2023

  As soon as I received their bill, I paid it in full.

  Unfortunately I have not received any statement from the debt collector who initially tried to extract the payment from me.

  Please send written assurance that I have zero balance in this context from 1) all Sutter departments, 2) third party debt collector(s) and that this incident has not been reported or will not be reported in future to credit monitoring agencies.

   

  Sincerely

  ***********************************

  Business Response

  Date: 08/17/2023

  A Sutter Representative has sent a letter to the patient with the requested information. 

• Initial Complaint

  Date:07/11/2023

  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 went to ************, Sutter Health Services on March 17, 2023 for my annual ******** Wellness checkup. ******** says this preventive visit is free. However Sutter ordered several "routine" blood tests that were not covered, and I was never notified that they were not covered. So now my "free" wellness has a past due amount of $415.00. I filed an appeal and had Sutter check the coding and refile the claims. It was rejected again.I certainly feel ripped off and I feel that this is how Sutter unfairly pads theirs bill to supplement what ******** pays. Social Security is my primary source of income and this is a huge burden for somebody to be surprised with.

  Business Response

  Date: 07/17/2023

  A Sutter Representative reviewed this concern. A one-time courtesy adjustment was made. Education was provided to the patient that the services were billed as preventative but per insurance benefit plan they are not considered preventative. Please note that the physician is not going to know the patients benefit plan;  therefore,the patient is advised that she can ask the physician for the Procedure Code and Diagnosis Code prior to receiving service so she can contact her insurance and make an informed decision before having the services rendered.
  The Sutter Representative left 2 voicemails for the patient and close this matter with sending a letter. 

• Initial Complaint

  Date:07/11/2023

  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.

  In march 2023, my daughter fell from her bike and hurt her arm. We got an appointment with Sutter health (PAMF Pediatric Orthopedic). During our visit, we got the **rays done and after looking at the **rays for one minute, Dr. said it was a very minor radial neck fracture and would heal itself in 6 weeks and no other treatment was required. The doctor mentioned to follow up after 6 weeks and suggested to see one of her medical assistants. The whole visit lasted < 40 minutes and hardly 3-4 minutes with the doctor. I was relieved it was nothing major.But the shocker was when the doctor's ****** submitted the claim within 1-2 weeks of our visit and the bill was a total of $1800.00. It included a charge of $1,122.00 marked as "SURGERY." There was no surgery performed. Seems like the charge was for follow-up visit billed as "SURGERY". I had followup with another doctor but they refuse and they will not to remove charge as its my mistake to see another doctor. Wow. Just Wow. Should doctors/hospitals/medical groups be allowed to charge patients for services that they did not provide yet (that is, for future follow-**** upfront and deny to remove the charges if the patient do not want to follow up with them?I request to investigate this unethical charge. There are other charges in the claim that are understandable, except for this one for $1,122, which is unethical and completely unnecessary in my case. Please investigate this matter and request the billing department to remove the charge of $1,122 for a service/treatment that we never availed of.Please AVOID Sutter Health and especially any of their specialty providers as they are very unethical and will harass you by billing you 10x the amount and also for services not provided. Moreover they do not provide any details on their claims and why they included certain codes. Basically, if they bill you, all you are supposed to is payup, no questions asked. Very unprofessional and unethical business practices.

  Business Response

  Date: 07/19/2023

  A Sutter Representative reviewed this concern. The Representative spoke to the patients father and advised him that the coding is correct and explained it is not PAMF that creates the codes billed, but when a patient is seen for a fracture that is the correct code to bill and the documentation supports the service billed. However, a one-time courtesy adjustment has been made. He was satisfied with the outcome.

• Initial Complaint

  Date:06/22/2023

  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 was referred to ***********************************, MD, an ear ************* specialist, phone **************, by my primary care provider with an appointment on 10/18/2022. On that date, ****************** only spent a few minutes with me during the appointment, briefly looking in my mouth and not discussing his findings/opinions with me before leaving the room, nor did his office communicate anything following the consultation.I then received a bill for $675.00 from Sutter Medical Foundation, PO Box ******, ************* *****, phone **************), and learned that my insurance was not covering any part of the consultation. I was not told beforehand that I would be responsible for the full cost of the consultation. I am an elderly retiree, relying primarily on social security and have a fixed monthly income. I talked to Sutter about my dissatisfaction with ****************** and the brevity of his consultation, about the large amount of the bill and my financial situation and they would not waive or discount the fee.

  Business Response

  Date: 06/27/2023

  A Sutter Representative reviewed this complaint. Coding has reviewed and corrected the code. A corrected claim has been billed to insurance. The patients balance is now $0.00 pending insurance to process corrected claim. The Representative called the patient but there was no answer.A letter of explanation will be sent. 

• Initial Complaint

  Date:06/07/2023

  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 was terminated from Sutter with no warnings. The manager claim that we had trainings and the specific topic, but we didnt. We only had trainings after I was aware of the situation, but by then I was placed on investigation still no warning a few months later I was terminated.

  Business Response

  Date: 06/08/2023

  The BBB is not the appropriate venue to resolve claims of alleged wrongful termination. 

  Business Response

  Date: 06/08/2023

  The BBB is not the appropriate venue to resolve claims of alleged wrongful termination. 

• Initial Complaint

  Date:05/29/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 3/20/2023, as a new patient, I went to see an ENT (Dr **** ***************) at Sutter Health Palo Alto Medical Foundation. I had used the cost estimator provided by sutter and anticipated a bill (due to having a high deductible plan) of ~$350. The appointment was routine (talked to the doctor, they looked in my nose) and in less than 15 minutes was out the door with a prescription. The problem is that when the bill came it was for $1,309 (ins adjusted $30 (minimally) as expected). I was sure this was a mistake and talked with Sutter's ****************** and they said that it was correct based on the codes and said that there was the appointment + a surgical charge. There was no surgery and I was told to contact the ins company to get the codes. I did and found that they had charged me $900+ dollars to look in my nose! I was not informed that this was not part of the 15 minute appointment nor what the cost was. This seems such a basic thing! Even auto dealership companies give an initial estimate and if there is something that will cost more, they inform before just doing it. I contacted the doctor and they said the codes were right and could do nothing. I talked with Sutter's billing and they said they could do nothing. What I believe is fair is to inform the patient of any additional costs PRIOR to performing them. Instead of doing it and informing them in the form of a bill. The $900 additional charge was a surprise to me, and would be a surprise to many. I would like this surprise charge removed. Who ever heard of going to an ENT doctor and they don't look in your ears/nose/throat, so why is it an extra charge?!! It is part of the appointment and should be included in the cost of the appointment (no different than it is included when an optometrist looks in your eye). This is in regards to account#********

  Business Response

  Date: 06/02/2023

  A Sutter Representative reviewed the patients billing account and charges are correct. Patient signed consent document at the time of service that stated the endoscope would be used and that the scope *** show up as a surgical procedure and billed as such. The cost estimator tool disclaimer that she agrees to also states the following: The estimated cost is specific to the service you choose and *** not include additional services needed as part of your visit. For example, the estimate for office visit does not include any testing that *** be done as part of that visit.Your total out-of-pocket cost depends on many factors, such as your specific benefit and coverage information, as well as the specific services you receive and your available provider network. If you opt to enter your health plan benefit information this tool will estimate the out-of-pocket cost share using the information you provide. Your final out-of-pocket cost *** be influenced by many other factors such as the mix of services, your deductible, past performed services and the claims already processed related to your care or your family's care. Please check with your insurance company or your health benefits office if you need help understanding your benefits for the service selected.
  
  The Sutter Representative left 2 messages with the patient, providing her direct contact information and sent a letter with the outcome of her review. 

  Customer Answer

  Date: 06/02/2023

  I am rejecting this response because: ***** to the appointment I was asked to sign a form. However, I was not given a reasonable amount of time to read the form before signing it. I was simply asked to "please sign here, here, and here" just before heading into the appointment. Without being given a reasonable amount of time to read the form and notice the phrase endoscope would be used and that the scope MAY show up as a surgical procedure and billed as such. I believe the consent form is not enforceable. If I had been given a reasonable amount of time to read AND if the phrasing hadn't ambiguous stated "MAY show up as a surgical procedure and billed as such", I would NOT have proceeded with the appointment saving all involved parts time.

  If I had been given this time AND a clear statement that "endoscope would be used and that the scope WILL be billed for $900 as a surgical procedure"  (with the "WILL be billed for $900" highlighted), I would have know what was to come and be INFORMED exactly what I was signing up for. Unfortunately, I was not given time to read and find this conspicuous and vague statement that there will be an endoscope done "and that the scope MAY show up as a surgical procedure".  As a result, I would like to ask for a billing adjustment to resolve this situation. I would like to ask the BBB to mediate this dispute in the hopes of coming to a mutually satisfactory resolution.

• Initial Complaint

  Date:05/27/2023

  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.

  on 2/7/23 I had my blood drawn the medical office building at **** ******** in *************. This is a Sutter lab, identical to other labs in Sutter Medical office building. This was for routine lab tests ordered by my doctor. My insurance normally covers this completely. There was nothing unusual about these tests. Yet Sutter is billing me for a $50 dollar co-pay because they say this was done in an "Outpatient Hospital". According to ********** Health codes, there is no such thing as a "Outpatient Hospital". Cal. ***************************** Code ****** code which states: (b) "Hospital building" does not include any of the following:(1) Any building where outpatient clinical services of a health facility licensed pursuant to Section **** are provided that is separated from a building in which hospital services are provided. If any one or more outpatient clinical services in the building provides services to inpatients, the building shall not be included as a "hospital building This is just another example of Sutters fraudulent history of Upcoming/Overcoding, for which they have fined over half a billion dollars in the past 5 years.

  Business Response

  Date: 05/31/2023

  A Sutter Representative spoke with the patient and inform him that there is signage posted regarding the labs outpatient status. Additionally,leadership will be informed of this complaint as we are trying to become more transparent. The patient was reminded of the importance of verifying benefits which can include status of facilities prior to services being rendered. An adjustment has been made to the account related to the patients co-pay. 

• Initial Complaint

  Date:05/26/2023

  Type:Customer Service 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 ordered to have a sleep test done by ******* care physician in an urgent manner and unable to get an appointment with **** sleep center nearby in ******* since I live in *******. I had the sleep test done with my dentist since I can't get an appointment at the **** ******* until August and my dentist saw me snoring during a dental procedure. I had to wear a Medibyte sleep test device and my AHI sleep score came up at **** which is considered as severe sleep apnea and my dentist recommended a CPAP machine over oral appliance solution ASAP since my sleep is severely degraded. My PCP issued a sleep test in an urgent manner and Fremont test center treat it as a regular request.

  Business Response

  Date: 06/08/2023

  A Sutter Representative from PAMF Patient Relations spoke with the patient and explained the process. He was appreciative of the call and understood the process after it was explained to him. He said that he will be connecting with his primary care provider about making sure his sleep study test is received and forwarded to the sleep department for further review of his referral.

  Customer Answer

  Date: 06/09/2023

  I am rejecting this response because:

  She just explained the process. I explained to her that PAMF process is broken. As an example, my PCP wrote an urgent referral to Sleep centers and none of the sleep centers in ************ capable of expediting my appointment or reissue me an early appointment since they can't figure out a way to upload my dentists sleep apnea report to PAMF sleep centers. I also requested the PAMFs direct number so that I can make a complaint directly. She refused to give her direct number and gave me a general number to leave a VM or she never provided me a way to upload my report PAMF sleep centers. I have been waiting in the line to get hold of sleep centers for more than 20 minutes and no one is picking up the phone claiming extreme long wait time and I have spent more than 5 hours to get hold of someone at the sleep centers for past 3 or 4 weeks. PAMF sleep r support is ***** and so many bad reviews on ****** as well. 

   

   

  
  

  Business Response

  Date: 06/22/2023

  PAMF Patient Relations did coordinate contact with both the patients PCP and Sleep Managers who have worked on assisting the patient. The patient was accommodated for an appointment with the ********** in June which was successfully completed. This matter is considered resolved.