Business Profile
Laboratory Testing
Natera, Inc.Headquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Natera, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 780 total complaints in the last 3 years.
- 295 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/16/2025
Type:Service or Repair IssuesStatus: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 decided to utilize Natera as an option provided by my OBGYN for genetic testing during my pregnancy. I was told by the office that the price for me would not exceed $250, therefore, I agreed to the testing. Completed testing on 5/5/2025. Received a bill from Natera digitally on 7/14/2025 charging me the amount of $986.77. I believe this is outrageous and unexpected considering the initial agreement was no more than $250. Had I known this would be the charge, I would not have agreed to have the testing as this is not something I can afford. Furthermore, I cannot imagine a service that is encouraged by medical professionals for ensuring proper care for a pregnant woman and her unborn child, come with a price tag (unexpected at that) that is so unrealistic for the majority of Americans. Leaving women who are unable to afford it with no option for a genetic testing that could potentially save the life of their child. I am not even sure the specifics of the bill and how we could possible reach this amount without any communication to me at all.Business Response
Date: 07/17/2025
Hello:
So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
I look forward to assisting you.
***** ***** ****
Patient ***************************************************************** **********************************************************Customer Answer
Date: 07/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* Victory-proudInitial Complaint
Date:07/09/2025
Type:Service or Repair IssuesStatus: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 September of 2023 my OBGYN recommended I have genetic testing done with Natera for cancers. They gave me a brochure and local contact person. I called the local contact person for Natera. They said the test cost $249 out of pocket, but most insurance companies cover it. They called to get pre-approval for the testing and called back to tell me it was covered. Now here in July of 2025 I got an email saying Natera was sending me to collections for a bill of $499.00. I have never received a letter in the mail, phone call or email until this month about payments. I called the number in the email thinking it was a scam. I got a call center in another country and had a language barrier with the individual on the phone. I looked up the claim on my insurance and Natera attempted to bill my insurance company $1,999.00 for the test they got pre-approval for $249.00 for. They said on the phone I owe $499.00 because my insurance wouldn't pay. I told them I would only agree to pay the originally quoted amount of $249.00. They continued to argue with me that I would only owe them $249.00 if I had paid upfront and not gone through my insurance. That is a total bait-and-switch. They said $249.00 at MOST out of pocket and now they want $499.00 out of pocket and tried to get $1999.00 from the insurance company. This is unacceptable. I repeatedly asked them to mail me a bill for $249.00 to close out my account with ********************** and I will send a check in payment so there is a paper trail. They continued to argue and then hung up on me. Again I am willing to only pay $249.00 once I receive a paper bill stating it will be the full and final payment to close out the account.Business Response
Date: 07/10/2025
Id be happy to look into this on your behalf.
To better assist you while maintaining your privacy, Ill be reaching out to you directly via email. If you dont see my message, please be sure to check your spam or junk folder.
I look forward to assisting you further.
Respectfully,
**************************************************************
Initial Complaint
Date:07/09/2025
Type:Billing IssuesStatus: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.
We received a $649 bill more than 6 months after lab tests were conducted. Insurance covered over $15,000 of their bills. But here we are getting extorted for more bills with "prompt pay" discounts for force our hand. No EOB. Can't get hold of anyone on phone. And mother is caring for baby and can't spend 2 hours dealing with this. So we're forced to pay.NATERA is a predatory billing company. They have to block comments across ALL their socials, their CEO's socials, and don't provide phone support for ridiculous, random bills, sent to postpartum mothers, for services that insurance already paid in excess of $15,000 for. Last but not least, they rely on prompt payment pressure to force people to pay. I'm hoping one of the many lawsuits against them dismantles this company and holds their executives accountable.Business Response
Date: 07/11/2025
Hello,
Thank you for reaching out regarding your experience were here to help.
To assist you further, please feel free to email me directly at ********************************** so I can look into your concern and work toward a resolution.
Ive also sent you a direct email; if you dont see it in your inbox, please check your spam or junk folder.
I look forward to assisting you.
Best regards,
*** *****Initial Complaint
Date:07/08/2025
Type:Sales and Advertising IssuesStatus: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 recently had a genetic test done that I receive approval by insurance that it was 100% covered. I now receive a bill in the mail for *******. This is not right nor acceptable.Business Response
Date: 07/11/2025
Id be happy to look into this on your behalf.
To better assist you while maintaining your privacy, Ill be reaching out to you directly via email. If you dont see my message, please be sure to check your spam or junk folder.
I look forward to assisting you further.
Respectfully,
***
***********************************************************Initial Complaint
Date:07/08/2025
Type:Service or Repair IssuesStatus: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 completed genetic testing through my wife's ************** I was told by the doctor's office the out of pocket cost would be $249. Additionally, the out of pocket cost advertised on the Natera brochure/pamphlet reiterated the $249 cost. I am now getting a bill for $979.42.Business Response
Date: 07/11/2025
Id be happy to look into this on your behalf.
To better assist you while maintaining your privacy, Ill be reaching out to you directly via email. If you dont see my message, please be sure to check your spam or junk folder.
I look forward to assisting you further.
Respectfully,
***
***********************************************************Initial Complaint
Date:07/03/2025
Type:Service or Repair IssuesStatus: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 did the **** genetic testing for my unborn baby. I received the bill, and it was way more than I thought it was going to cost. I was told it would cost $349. I called to switch to the self pay price instead of going through insurance, but the *** said I could not do that. I work in billing myself, and I dont think that is true. I am frustrated that they couldnt help me when I said I cannot pay that much.Business Response
Date: 07/07/2025
Hello:
So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
I look forward to assisting you.
***** ***** ****
Patient ***************************************************************** **********************************************************Customer Answer
Date: 07/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** ********Initial Complaint
Date:07/03/2025
Type:Billing IssuesStatus: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 recently received a bill from Natera for a genetic screening test (Horizon) that I took over a year ago. I was issued an *** from my insurance saying that my insurance fully covered the test since it was genetic screening. I didn't think about it at all again until Natera sent me a bill a couple of months ago, saying I owed $695 because "insurance didn't cover the test". I called Natera and they tried to blame my insurance for "no preauthorization", even though I had an EOB clearly saying that there was no cost to me, and I never received any communication from my insurance or Natera saying this. I called my insurance right after and they told me that NATERA was the one who didn't file the correct preauthorization paperwork, and that I was not responsible for any payment Natera was trying to collect on this matter. My insurance is trying to contact Natera to resolve this matter but I'm not hopeful. Do not ever buy anything from Natera. Total scam company and if you read the reviews on here or on Reddit, you'll see they do this to lots and lots of people. Even worse, they prey on women attempting to get genetic testing as they try to conceive a child. They billed my insurance FOURTEEN THOUSAND dollars for a single test, that now they say costs $695 for self pay. For a test that was approved by my insurance. Absolute joke. Do not order any testing through this company (there are other options for genetic testing!).Business Response
Date: 07/07/2025
Hello:
So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
I look forward to assisting you.
***** ***** ****
Patient ***************************************************************** **********************************************************Initial Complaint
Date:07/03/2025
Type:Customer Service IssuesStatus: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.
We paid for genetic testing services on 8/20/24. These were fully covered by our insurance provider (*****************) for >$8k, and our online UHC dashboard shows that our Natera bill is fully covered and fully paid ($0 owed by patient). We confirmed this by speaking to ***************** as well. Meanwhile, Natera keeps trying to bill us $650 for "uncovered services". When we speak to ***************** about this, they have no idea what Natera is referring to, and they ask to speak directly to Natera and have tried to call Natera directly to resolve the dispute, but Natera refuses to speak with them directly, citing HIPAA laws. So -- these $650 bills (we have 2, 1 for each partner) -- which according to our insurance do not and should not exist, as all services were already covered by them....keep coming in the mail and now Natera is threatening to take us to collections next. These practices are fairly widespread by reading online reviews about Natera. We are incredibly frustrated and don't know what to do, as Natera keeps saying they won't talk to our insurance.Business Response
Date: 07/03/2025
Hello:
So that I may better assist, while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
I look forward to assisting you.
***** ***** ****
Patient ********************************** **************
E-mail- **********************************************************Initial Complaint
Date:07/02/2025
Type:Service or Repair IssuesStatus: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.
This company charged my insurance ****** for a blood test and I was told by my insurance that I wouldnt have any fees to pay and they are billing me for ******. I called several times to dispute and they continue to say that I owe. This seems like an entire insurance scamming company and its not ok if they are trying to charge the patient on top of an amount that incredible.Business Response
Date: 07/03/2025
Hello:
So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
I look forward to assisting you.
***** ***** ****
Patient ***************************************************************** **********************************************************Initial Complaint
Date:07/02/2025
Type:Product IssuesStatus: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.
In November of 2024 I was told by my healthcare provider that my genetic testing for my baby would be around $350.00. At the time, the provider stated that this company (Natera) often tries to bill incorrectly so to call them if they bill incorrectly. I received a bill on 6/3/25 for this test and the total was $645.00. I received this bill 7 months after my testing was conducted and AFTER I had already given birth to my child. I received the bill from my insurance on 11/8/24 saying that I would owe $645 to Natera but I didnt receive my statement to pay Natera until 6/3/25, again when I had already given birth. With birth comes hospital bills so I called Natera to see if I could get an extension on the bill as they sent it 7 months later. Upon calling Natera and speaking with customer service I was told stated I could not get an extension and I should just set up a payment plan option. When I asked when it took so long to get my bill after it had already cleared through my insurance 7 months ago I was just told Im not sure Im sorry about that. I told him that this was not what I was told, and he said if the bill was run as self pay, it would be $350 but since it was through insurance it was more expensive. When speaking with Natera it all seemed like a scam for money. This bill must be adjusted to the amount I was told. I have seen on social media the this is a reoccurring issue with patients who use Natera for genetic testing. Please assist in getting this bill adjusted. Thank you for your help.Business Response
Date: 07/03/2025
Hello:
So that I may better assist,while maintaining your privacy, Im going to email you directly. If you do not see my email, please check your Spam Folder.
I look forward to assisting you.
***** ***** ****
Patient ***************************************************************** **********************************************************Customer Answer
Date: 07/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** ****
Natera, Inc. is NOT a BBB Accredited Business.
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