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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

Find a Location

Natera, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/08/2025

      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 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 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 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:07/08/2025

      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.
      Complaint Against: Natera, Inc.Date of Service: March 3, 2025 Date of Invoice: May 16, 2025 Amount Charged: $498.06 Description of Complaint:On March 3, 2025, I received genetic testing through Natera after being told by my doctor that my out-of-pocket cost would not exceed $150. However, on May 16, 2025, I received an invoice for $498.06. The invoice did not include detailed billing informationonly a simple total charge.When I called Natera for clarification, I was informed that they had already processed the claim through my insurance and that the higher charge was due to my deductible. I asked if I could instead pay a lower self-pay rate (without using insurance), but they told me this was no longer possible since the claim had been submitted to insurance.I respectfully request that Natera adjust my bill to no more than $150, which is the amount originally communicated to me before testing. I also request a detailed breakdown of the charges for full transparency. I would like to resolve this matter fairly without further escalation.

      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:07/07/2025

      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.
      I am receiving a large bill from Natera that I was never expecting 9 months after the date of service. My doctors office told me that self pay or uninsured patients only pay $249, but that my insurance would most likely cover all of it. Now, 9 months later, I receive a bill for ********.

      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:07/03/2025

      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 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 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 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 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 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 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.
      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 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.
      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,

      ***** ****

    • Initial Complaint

      Date:07/02/2025

      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.
      I am writing to file a formal complaint regarding a billing issue tied to a carrier genetic screening I received on December 19, 2024.Before the test, I contacted Natara directly to inquire about pricing, as I was not given the option to use insurance. I was quoted $249 out-of-pocket and was led to believe that this amount covered the full cost. I promptly paid this amount on February 14, 2025, when I received the ********** months later, on July 1, 2025, I received a second bill for an additional $249 for what the company now claims was a separate screening. This was never disclosed to me at any pointnot during my call for a quote, not by the provider, and not in any prior communication. I was completely blindsided by this second ********* make matters worse, I was told that if I dont pay this new bill within a week, the amount could balloon to nearly $1600. This pressure tactic, coupled with the unexplained delay in billing, is completely unacceptable.When I called to address the issue, I was met with rude, dismissive customer service agents who offered no meaningful explanation or resolution. The tone and approach felt more like a collection agency than a healthcare billing department.This experience has left me feeling like Natara is operating in bad faithdeliberately withholding information to trick both providers and patients into unexpected charges. The entire situation feels like a scam intended to harm individuals who simply need testing completed.

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

    Natera, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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