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Business Profile

Laboratory Testing

Natera, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Laboratory Testing.

Complaints

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

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Natera, Inc. has 2 locations, listed below.

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    • Natera, Inc.

      13011 McCallen Pass Bldg A Ste 100 Austin, TX 78753-5381

    • Natera

      201 Industrial Rd Ste 410 San Carlos, CA 94070

    Customer Complaints Summary

    • 780 total complaints in the last 3 years.
    • 296 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 5/6/2024, I visited an in-network fertility clinic for a comprehensive visit that included several services. As part of this broader visit, my provider ordered the Horizon Carrier Screen, which was sent out to Natera for processing.After my visit, my insurance plan (United Health) processed the entire suite of services from that day totaling $13,987. According to the *** issued by ************* on 7/10/2024, I was responsible for $0 out of pocket. Because my claim showed I owed nothing and the genetic testing was explicitly covered when performed in-network, I reasonably assumed there were no further charges to expect from this visit.Over a year later, on 7/3/2025, Natera billed me $649, specifically for the Horizon Carrier Screen bloodwork performed as part of my original 5/6/2024 clinic visit. When I contacted *************, they said the claim was denied because Natera never submitted a prior authorization request.When I contacted the fertility clinic, they explained they do not obtain prior authorizations for send-out labs and that it is the responsibility of the lab (Natera) to do so. I have had no direct dealings with Natera until receiving this unexpected bill over a year later.The failure to get prior authorization is an administrative mistake between Natera, the clinic, and the insurerone over which I have no ***********, I am being pursued for payment by a company I had no direct relationship with, well after the fact, solely due to their own billing errors.Resolution Sought:Immediate withdrawal of ALL attempts by Natera to collect $649 from me for the Horizon Carrier Screen.This scenario is covered by federal patient protections like the No Surprises Act, and my insurers documentation makes clear that I owe nothing for this test. Reviewing complaints on the BBB and other forums, I see dozens of patients facing the exact same issue, pointing to a troubling business pattern by Natera.Thank you,***** ******

      Business Response

      Date: 07/22/2025

      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: 07/22/2025

      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:07/16/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Prior to undergoing testing, I was explicitly informed by my physicians office that the company had an established contract with their practice, and I was assured that I would not be responsible for any amount exceeding the cash pay price, which I was told would be no more than $250. Based on this information, I paid the agreed-upon cash price directly to my doctors office, understanding that my insurance would not be billed and that I had fulfilled all financial obligations related to the test. Now I am being sent a bill over a year later stating I owe $1,590 dollars to the company who is supposed to be in contract with my doctors office. Case number ********

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

    • Initial Complaint

      Date:07/16/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Natera sent my wife a letter threatening to send a $500 bill to collections when the test was confirmed to be covered by the obgyn office when it was ordered. After receiving this surprise bill I did some research online and found many such similar stories of these scam practices by Natera. Seems highly unethical to prey on pregnant women.

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

    • Initial Complaint

      Date:07/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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-proud

    • Initial Complaint

      Date:07/15/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 for $649 for lab service on 3/20/2023. I reviewed and immediately submitted an *** from ***************** for this service, and my understanding is that it was covered. On page 3, the *** states that my claim had to be reprocessed after additional information was provided to *** and the claim was covered.I have sent ten emails and called Natera to resolve this issue; every communication (including a phone call during which the customer service ***** informed me that 1, the first ***** never added the paperwork to my file and 2, the paperwork would be added and my case resolved). During the past three months, however, I have continued to get bills in increasing amounts from Natera, which is coercive and unacceptable behavior.

      Business Response

      Date: 07/15/2025

      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:07/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 april 2025 I was advised by a doctor to complete a genetic test before trying to conceive. No price was discussed. A month later received a bill for ******** The bill itself is inaccurate, claiming that natera charged my insurance ******** when in fact it charged them over ********* I was not consulted nor affirmatively approved going to insurance, nor the claim. I was not told that testing would be in excess of ******

      Business Response

      Date: 07/15/2025

      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:07/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Natera has sent me a bill for $549 for testing that I was originally told would be covered by my health insurance. I have messaged Natera twice asking for specific itemized details as to why I am receiving this bill. They have never responded. When I call their billing inquiry number listed in the bill *************) the system always hangs up before anyone answers. They are threatening to send me to collections but have not provided me with details for the charges.

      Business Response

      Date: 07/15/2025

      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:07/10/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Hello!I am currently pregnant and my doctor recommended completing the genetic testing through Natera company. This checks on the health of the baby and tells you gender. When completing my online application, I signed a waiver agreeing to bill my insurance (****) and pay NO more than $100-200 total out of pocket following the blood work. I later received a bill from Natera stating that I owe $493.38 I was never informed it would be this much, my OB provider also said to give the company a call and get this lowered. So I called and they said there is nothing that can be done. I am disappointed. This company gauged the price when I never would have done the test if I knew it would be this expensive out of pocket. I have a lot of expenses coming up with a baby joining the family. Thank you for listening! Case #********

      Business Response

      Date: 07/15/2025

      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:07/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Issues
      Status:
      Answered
      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,
      *** *****

    Natera, Inc. is NOT a BBB Accredited Business.

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