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
- 575 total complaints in the last 3 years.
- 209 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:09/08/2023
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.
Complaint: 20572060
I am rejecting this response because:NOTHING IS RESOLVED.... ONE PERSON REACHED OUT TO ME A FEW DAYS AGO BUT NOTHING SINCE, NO OTHER CONTACT OR HELP
am afraid of this being sent to collections, because now its 180 days past due and natera must file an appeal to ***** in order to get paid. I am a combat veteran married to a disabled veteran i have to take care of my husband too, not a lot of time to sit on the phone with ***** and natera
Regards,
************************************Business Response
Date: 09/11/2023
Hello A.R.R.:
I understand your frustration with this process it could be related to several different factors. Id be glad to help look into this on your behalf. I want to help address your concerns, but cant respond online to protect 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 ************************** Number- **************
E-mail- ********************************Business Response
Date: 09/14/2023
Hello,
Please check your emails as it shows that I have been working on this.
Thank you
*******************************;
Patient ************************** Number- **************
E-mail- ********************************Customer Answer
Date: 09/20/2023
Complaint: 20572060
I am rejecting this response because:Although ***** isworking hard on the issue and has been very helpful and friendly it is still not resolved. I have been dealing with this since May of this year, I just want porroof it was billled to the VA
Regards,
************************************Business Response
Date: 09/29/2023
Hi,
I just sent you another email.
*******************************;
Patient ************************** Number- **************
E-mail- ********************************Initial Complaint
Date:08/31/2023
Type:Billing 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.
Complaint: 20549983
I am rejecting this response because:*****,
ot the first person to have this exact same experience.
I rejected your first response on the BBB platform because your response was the same answer I've heard over the past 6 months with your company. While I appreciate that you're the first person to give me a straight answer about what tests were actually performed and the legitimate cash cost for each of these tests, I still don't trust that I can close this complaint with the BBB. The first reason for this is because of the initial charges to my insurance for $3,900 , $8,000 , and $10,500. Those numbers don't add up to any cost of any test that you offer, nor any test that was done on my bloodwork. This is borderline fraudulent behavior to be charging an insurance company (and essentially me since it was not covered) thousands of dollars over the actual cost owed. Next, to have my insurance asking questions about these charges with no response since last September is also troublesome and unprofessional. Then, when I've called, several times, each answer I've gotten is the same and yet the numbers have been different every time. I've been told that they cannot do anything until they receive the *** from my insurance- which was sent several times by my insurance and me and was confirmed verbally with my insurance agent and one of your represetnatives on a three way call, and then afterwards, I was still told nothing could be done. The last reason why I don't feel right to accept the response and close my complaint with BBB is the fact that I have been told to wait for a bill each time I've called for the past six months. I can't accept a response until I've actually received the bill with the amount that we agreed to. Not only this, but even when my case is resolved, that doesn't speak for the many individuals that have also complained about this same issue as well as the concerning original charges to my insurance. How can I be sure that I'm not going to get a call from a claims company in the future demanding thousands of dollars on behalf of your company? From the way that everyone has treated me from Natera, it's no surprise that I no longer feel that I can trust any representative not to try and s**** me over or anyone else that is honestly trying to get every bill paid that they are owed.
Moving forward- What is Natera going to do to make sure that not only my case is resolved by the end of the week, but that this never happens ever again to any other individual? If you don't have an answer for that, then I can't see why your company wouldn't need to be investigated by the BBB and my case remain open with them.
(THIS EMAIL HAS BEEN SENT DIRECTLY TO A NATERA REPRESENTATIVE BUT WILL BE ADDITIONALLY RECORDED HERE UNTIL RESOLVED)Business Response
Date: 08/31/2023
Hello E.A.:
Thank you for reaching out regarding your experience. Id like to help walk you through our process and how we work to ensure our products are as affordable and accessible as possible.
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 ************************** Number- **************
E-mail- ********************************Business Response
Date: 09/05/2023
Please check your email for a response. Thank youCustomer Answer
Date: 08/31/2023
Complaint: 20549983
I am rejecting this response because:
I was told by Natera that there was only one test done- not two or three so there was only one bill on my account on their end. I also had verbal confirmation during my 3-way call with my insurance and Natera that the explanation of benefits (EOB) was sent, received and that they understood that my insurance would not cover the testing and that I should have the out of pocket bill of $249.00. This still has not been finalized after countless verbal confirmation and they keep changing the price and lying about what information they do/do not have.
Regards,
*********************************Customer Answer
Date: 09/15/2023
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,
*********************************Business Response
Date: 09/15/2023
Hi,
I've sent you a follow up email.
*******************************;
Patient ************************** Number- **************
E-mail- ********************************Initial Complaint
Date:08/28/2023
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.
In September 2022 I ordered a test through Natera via my trusted health care provider. I was told the test would cost me $350. After completing the test, due to the results, I was told via my provider that my partners test would be free. Following my partner completing their test they were issued a bill for $650 on November 15th. The bill did not include information on what was being charged. I spoke over the phone with Natera directly two times between November 2022 and January 2023. After being told they would contact me back after review I never received an email or a phone call nor did my partner. In June 2023, I saw a bill sent to my insurance from Natera for $20k. I reached out using their electronic services to understand what this bill was pertaining to. They said that a bill was being processed and reviewed by my insurance. I asked what the bill was for and never received a response. On August 26th my husband received a FINAL NOTICE bill for $650 that was invoice dated August 2nd. The bill stated it was DUE NOW. In fear of being sent to collections I have paid the bill. The bill did not include any information on what we were being charged for. Additionally the bill did not include any information on insurance carrier coverage. My husband and I have separate insurance and it does not look like his insurance was notified at all. I have made Natera aware of my concerns in their business practice via their electronic questioning tool but want to warn others of their poor communication and billing practices before using their services that are being marketed by their trusted healthcare professionals.Business Response
Date: 08/28/2023
Hello M.M.:
Thank you for reaching out regarding your experience. I understand your frustration with this process it could be related to several different factors. Id be glad to help look into this on your behalf.
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 ************************** Number- **************
E-mail- ********************************Initial Complaint
Date:08/23/2023
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.
Last year I had to file a complaint because I'd received an $8,000 bill after being quoted $200.***************** was able to get my account corrected. Later I received a letter stating if I paid $100 immediately the other $100 would be forgiven. I paid the $100.On August 4th 2023, I received a statement in the amount of $752.I called customer service and was told that they did see my payment, however it was for a Vistera test, not the Panorama test. I was also told unless I could produce the letter from June (?) then I'd still need to pay the other $100.I did not have a Vistera test, but it was billed to my account twice and payment applied towards it.The rep said he would "request" that balance be removed, and applied to the correct account.I emailed ***************** the same day and received an out of office.Today my balance still shows the $752 for a service I didn't have. No response from ***************** and no follow up from billing.I'd like my account corrected. I need to be informed as to if I will or will not need to pay the additional $100.Business Response
Date: 08/24/2023
Hello C.B.:
We apologize for any frustration that *** have been caused by this matter. I want to help address your concerns, but cant respond online to protect 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 ************************** Number- **************
E-mail- ********************************Business Response
Date: 08/24/2023
Hello C.B.:
We apologize for any frustration that *** have been caused by this matter. I want to help address your concerns, but cant respond online to protect 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 ************************** Number- **************
E-mail- ********************************Initial Complaint
Date:08/21/2023
Type:Billing 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.
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. They have updated my account to reflect $0 due, per the attachment.
Regards,
***************************Business Response
Date: 08/21/2023
Hello ****:
We apologize for any frustration that *** have been caused by this matter. I want to help address your concerns, but cant respond online to protect your privacy.
Im going to email you directly. If you do not see my email, please check your Spam Folder.
I look forward to assisting you.
*******************************;
Patient ************************** Number- **************
E-mail- ********************************Initial Complaint
Date:08/15/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************************after more calls where I get disconnected trying to contact a higher up, I need assistance to get my bill removed. I refuse to pay for something over three years after the fact and after months and months of trying to receive documents where everyone I talk to says something different. I never would have signed up for this service if I knew it would cost 350$ I am not financially able to pay that. Also with reading the other reviews, this is a common practice and I cant be promised another 3-5 business days I will receive the info to never get anything.Business Response
Date: 08/15/2023
Hello M.C.:
We apologize for any frustration that *** have been caused by this matter. I would like to help resolve this as quickly as possible.
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 ************************** Number- **************
E-mail- ********************************Initial Complaint
Date:08/14/2023
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.
Complaint: 20456678
I am rejecting this response because: nothing was resolved. I called Natera again today and had to give my insurance information for the 5th time. Now I have to wait the ***** days that you tell me is required to submit a claim (what my health provider tells me is unreasonable) - when my date of service was at this point 126 days ago. I will wait, but I am anxious that your company is doing more delay tactics, only to tell me AGAIN that you do not have my insurance information later, and I'll need to wait again.
Regards,
*****************oncerned that I am getting the runaround for them to delay billing it to my insurance, and that they will stick me with a higher bill later. Their upfront "discount" is $250, if you pay within 30 days. And they warned me that insurance could likely make me pay a higher deductible. Their internal procedure of ***** days makes it so that one cannot pay their "discounted" bill promptly, while waiting for a claim to be submitted through insurance. This is a predatory practice to convince risk-averse customers to play it safe and pay them directly so that they don't have to deal with insurance.Business Response
Date: 08/14/2023
Hello K.R.:
I want to help address your concerns but cant respond online to protect 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 ************************** Number- **************
E-mail- ********************************Business Response
Date: 08/14/2023
Hello,
Please check your email where I have responded on this.
Initial Complaint
Date:08/14/2023
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 requested from Natera, Inc:1. Verification: that Natera review their records and confirm payments were received.2. Rectification: that Natera issue an amended invoice reflecting the correct status of the fee as "Paid" or provide a written confirmation that the payment has been duly noted and the invoice is considered settled.3. ***** and desist all contact and claimBusiness Response
Date: 08/14/2023
Hello N.H.
In order to protect and respect privacy, we are unable to respond to the specifics here, but we can provide you with direct assistance.
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 ************************** Number- **************
E-mail- ********************************Initial Complaint
Date:08/10/2023
Type:Billing 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.
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,
******************* only thing they offered me was a 20% discount on the test price, or applying for a financial assistance.- All of these bills are coming in so late that I am even unable to utilize my FSA account because the services were delivered in 2022, which is obviously not my fault.- I would like the business to be reasonable in their billing practices and remove these charges.- Separate from the above complaint, Natera has sold our personal data to other commercial companies that has caused serious issues for us and I will be filing a formal complaint for that.- BBB's A+ rating of Natera is misleading and not representative of my experience.Business Response
Date: 08/10/2023
Hello U.R.:
I would like to help resolve this as quickly as possible. I understand your frustration with this process it could be related to several different factors. Id be glad to help look into this on your behalf.
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 ************************** Number- **************
E-mail- ********************************
Natera, Inc. is NOT a BBB Accredited Business.
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