Complaints

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

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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

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:07/12/2023

  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.

  On 4/14 I conducted genetic testing through Natera and selected to be billed through my insurance. I was quoted $200 by my doctor's ****** for the cash price out of pocket, and read that Natera's pay transparency program (*********************************************************************) would warrant them to contact me if the amount I was billed was over the cash price. My insurance was billed over $8,000, and I was billed $750 by Natera, without any text, email, or phone call. I've come to discover that there is a class action lawsuit against Natera for many similar cases as mine (*************************************************************************).I've contacted Natera through multiple emails, as well as had my provider reach out through email. Not one has been responded to. I've called customer service and spoken to multiple reps, several of which said that they would refund me or escalate the problem, but there has been no updates.Now unemployed, my income is now $0. I applied to Natera's compassionate care program (*************************************************************) on 6/30/23 and was approved, reducing my bill to $0. Called a customer service representative and they told me that my refund would be processed in ***** business days.I called again today to confirm, and the representative, told me that my refund had been rejected since I'd paid the bill before qualifying for compassionate care (no one reached out to me about this change). I told her about the contracted rate between Natera and Kindbody, and if they could at least honor that and refund me $549 out of $749. She said that the contracted rate was for $250-350 and not $200, and that they never received any of the numerous emails I'd sent regarding this and that there were no notes on my account. They also said that because they billed through my insurance, I could not use the contracted rate. I brought up the pay transparency program and the rep agreed to escalate the issue, but would "guarantee nothing". I want a refund.

  Business Response

  Date: 07/12/2023

  Hello ************:
  
  Thank you for reaching out regarding your experience. We are here to help.
  
  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-  ********************************

  Customer Answer

  Date: 07/19/2023

  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,
  
  *********************

• Initial Complaint

  Date:07/12/2023

  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.

  I had genetic testing done with Natera in Jan/Feb of 2022. A year later I began receiving threatening emails and phone calls from their billing department claiming I had an outstanding balance of $2170. The emails were threatening and the individual who called me was rude, and wouldnt listen. After many phone calls and attempts to resolve I finally reached a manager who confirmed the claim was still pending payment with my insurance company. She told me to ignore future notices and assured me that the matter would not be sent to collections. I asked this question repeatedly and was given multiple assurances. On July 5, 2023 I received a notice in the mail from a debt collector seeking payment. I called my insurance company who provided proof of payment in February of 2022. I provided this information to Natera and asked them to pull this back from the collections agency. They were rude and dismissive. Despite being told a manager would call me within ***** hours and despite multiple calls from me I still have not received a call from a manager and the matter has not been resolved with the debt collector who informed me they will report to my credit. I want this matter removed from collections immediately.

  Business Response

  Date: 07/12/2023

  Hello ****************:
  
  Thank you for reaching out regarding your experience. We are here to help.
  
  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:07/05/2023

  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.

  My initial encounter with Natera was an absolute nightmare. It happened in 2020, several months after a devastating miscarriage that had led me to the emergency room. After receiving the bill, I contacted my insurance company, who assured me that they had already processed the claim and everything was taken care of. However, my relief was short-lived as the flood of mailings and emails from Natera began. Every day, without fail, I would receive a communication from them, all because they needed to align their system with the payment from my insurance. This relentless harassment was not only difficult to endure but also entirely unnecessary, as it constantly reminded me of the pain and loss I had experienced.Fast forward to 2022, and I find myself in a distressingly similar predicament with Natera, this time due to a miscarriage I suffered in 2021. To make matters worse, my insurance is now claiming that I had signed a waiver, something I have no recollection of signing. I am waiting but I have requested a copy of this document from my medical provider already. It feels like I'm being subjected to the same kind of harassment, with frequent bills and escalating charges for a service I never even requested. Resolving this bill now forces me to relive a traumatic experience, compounding the emotional burden I'm already carrying. It's unjustifiable that they would attempt to double the bill, considering the significant time and effort required to resolve matters with insurance. I implore any medical professional reading this to consider the well-being of their patients and choose to work with a different company than Natera. Find one that doesn't subject women who are already suffering from the pain of loss to further distressing and stressful situations.

  Business Response

  Date: 07/05/2023

  Hello *****************:
  
  Thank you for reaching out regarding your experience. We are here to help.
  
  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:07/05/2023

  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.

  In June 2023 I received a bill for services done on 9/15/2020 after countless calls to Natera and the insurance company it was confirmed by both Natera and insurance company that insurance processed and finished everything with this service on 4/27/2022. When I called to complain about the fact that I was receiving a bill almost 3 years after service was performed and over 1 year from when insurance process I was pretty much told sorry our fault you should have got a bill earlier, they admitted fault to dropping the ball but there was nothing they could do. This is this down right wrong. The amount of time that passed from when insurance process from when I got the bill is insane. These surprise hills from companies like this need to be illegal in all states. This company is using shady practices and it is extremely concerning.

  Business Response

  Date: 07/05/2023

  Hello *********************:
  
  Thank you for reaching out regarding your experience. We are here to help.
  
  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-  ********************************

  Customer Answer

  Date: 07/05/2023

  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,
  
  *********************

• Initial Complaint

  Date:06/30/2023

  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.

  -My husband had genetic testing performed by Natera on 7/16/21 -We received a bill from Natera on 5/08/23 stating that insurance didn't cover and we needed prior authorization (neither of these were true). The bill was for $649 with a $300 discount if paid on time. Flag #1 -I had went through this same cumbersome process to get this resolved for the bill I received a year prior (our genetic testing was done on the same date).-Just like last time I got the run around telling me they couldn't help, there was no one in the US that could help me with my case.-I eventually (after hours on the phone) got through to someone "on shore" who confirmed that my bill should be resolved and I would get a notification of the cancelled bill within 10 business days.-I do not receive that notification but instead receive a new bill (even though I was actively working with someone) for $649.-Today I have spent over 3 hours trying to get through to someone to help me. I keep me told there is no on shore team to support me and they conveniently don't have the record to the team I was transferred to.-I should not have a bill and I should be able to contact directly a team to support me. Additionally the prompt payment discounts of several hundreds of dollars is so scammy. This was a service that was done 2 years ago. They took 2 years to send me a bill. $300 is not a discount and that upcharge should be removed.

  Business Response

  Date: 06/30/2023

  Hello ***********************:
  
  Thank you for reaching out regarding your experience. We are here to help.
  
  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:06/29/2023

  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.

  My husband and I had a Horizon genetic test done on 12/27/2022. ******** said an insur estimate would be generated and if that if is more than $249 then we were suppose to be contacted to chose My insurance said prior auth was not required. However Natera said it was and they started process. It took months but the decision was that prior auth was not needed. I asked them what is the next steps and they said they would send my info to billing. I follow up for the insur estimate and one person said no claims are in the system. Another person said its been more than 30 days and they can no longer file the claim. And a third person said it looks like our insurance denied the claim. I said if the insurance denied the claim then we would have no choice to go for the self pay option. I call my insurance company and they said the company had 1 year to file claims and that no claims were processed. So Natera lied. We call Natera to have the insurance estimate. And they said it would take 30 days. I received a self pay bills of $249 and $149 in the mail which was over the total of $249. And they did not follow the procedure. They were suppose to generate the insurance estimate and if insurance denied or if amount was over the $249 they would let us know. We did not get any phone call. On 5/5/23 My insurance asked them to send the claims over for the insurance estimate and to turn off the statements. As this was Nateras error and they are suppose to do the insurance estimate first. Natera told me it would take 30 days. On 6/7/23 I follow up with my insurance they had no records of any claims so we call Na again. They had no record of our convo. And statements were never turned off and we got past due bills. I saw that the claims were being processed fully when it was suppose to be an estimate. I call Natera and they said we elected for self pay and are no longer eligible for the discount. Now our claims are being processed for over $9k. 8030137, 8030138, 8030287, 8030286

  Business Response

  Date: 06/29/2023

  Hello ***********************:
  
  Thank you for reaching out regarding your experience. We are here to help.
  
  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:06/26/2023

  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.

  Absolutely horrific, I called Natera half a dozen times to get my bill before my baby was born. Every time they told me "we are escalating you bill you will get it in two weeks". 11 months later I got my bill. I told them I need time now to pay since I'm not back to work. I just got another bill for over$1500 when originally it was suppose to be $500. This company should be shut down, I agreed to pay the $500 for two tests but not $1590. And I begged for my bill for 8 months. To get it almost a year later is horrible business practice. Then to up the price on 1 month to 3 times the amount is sickening

  Business Response

  Date: 06/26/2023

  Hello *****************************:
  
  Thank you for reaching out regarding your experience. We are here to help.
  
  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- ********************************

  Customer Answer

  Date: 06/29/2023

  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,
  
  *****************************

• Initial Complaint

  Date:06/26/2023

  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.

  After over 2 years later from a lab test being denied by my insurance due to Natera not seeking prior authorization per my insurance requirements, Natera sent me an invoice for a balance due totaling $549.00. They have a contract with my insurance company stating prior authorization is required and if this is not done by Natera then my insurance company nor the patient will be liable for any charges. I called Preferred One, my insurance company, on 5/17/23 for clarification and they were adamant the provider Natera is responsible for all costs based on their contract. I then called Natera's billing inquiries line on 5/17/23 and spoke to a representative who asked me to email the EOB's when I explained why Natera is liable for all costs. I received no response after I sent the email. I then received an additional invoice dated 5/28/23 with the outstanding balance of $549.00 again. I called Natera twice on 6/23/23 and spoke to 3 representatives total. The first time I called I spoke with ***** and was told I signed a "waiver" which made me liable for all costs. I asked for my issue to be escalated and was told to call 4-5 hours later. I called 4 hours later and spoke to Hilium. Natera again claimed I signed a "waiver" which holds me responsible for the balance. I explained again it was Natera's responsibility to get prior authorization for my insurance company to pay. When I questioned to see the waiver they refused to respond. When I questioned why they failed to get prior authorization so my insurance would pay for the entire procedure Hilium responded, "Because we have a waiver". I asked about the contract they had with my insurance company and they refused to respond. In my 4 attempts with having ****** resolve the issue they refuse to remove the balance nor provide me any information regarding the invoice or waiver. Navera didn't follow their contract obligations and is unlawfully, unethically scamming a patient in an attempt to pay a cost ****** is liable for.

  Business Response

  Date: 06/26/2023

  Hello *****************************:
  
  Thank you for reaching out regarding your experience. We are here to help.
  
  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:06/22/2023

  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.

  This company has sent *********** insurance company on a "rollercoaster". I received a surprise bill over a year and a half after I received prenatal screening from my doctor. Services were performed 1/18/22, I first heard from them in 4/23! I honestly thought it was a mistake and immediately tried to contact them, which was a fail! The bill was initially an alleged discounted bill for $249. However, before I could even speak to a representative to get clarity on this matter, they sent another bill with an expired discount for $1590!! Finally after a month of trying to reach them, myself and my insurance company spoke to a representative who was of NO HELP! They proclaimed to "escalate" the issue & would contact me, but we never heard anything from them. Before I received any screenings the hospital assured me that my insurance was great & covered all of my entire prenatal visits. I owe nothing to the hospital so I'm unsure why this company is billing me. The insurance agent told them they shouldn't be billing me for these services because I have the proper coverage. They insist that I signed an "imaginary waiver" that states I would pay any fees that isn't covered by insurance, which is false!! They were supposed to send a copy of this alleged waiver; I never received it. They were supposed to send my insurance company additional information pertaining to lab tests performed, they never sent it. Instead, they sent information my insurance company didn't ask for, which is no help to either of us. I'm at my **** end with this company! The hospital used this same company during my first ************* had no issues. Everything was paid through insurance. Suddenly, after my 2nd pregnancy this company is suspiciously billing me, and can't comprehend that they are in the wrong! I have awesome credit and am worried that this bs may end in collections! At this point, I'm looking to get counsel from a lawyer and am ready to fight this issue due to the stress its causing me. I encourage anyone with similar issues to do the same. Talking to them is a COMPLETE WASTE!

  Business Response

  Date: 06/22/2023

  Hello *********************************:
  
  Thank you for reaching out regarding your experience. We are here to help.
  
  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- ********************************

  Customer Answer

  Date: 06/22/2023

  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,
  
  *********************************

• Initial Complaint

  Date:06/05/2023

  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.

  My doctor and Natera and my insurance told me that in the *******************, NIPT (non invasive prenatal testing) is covered during pregnancy and so we proceeded with getting Natera test (which was the only option offered by my doctor). It was also time-sensitive and had to be done within a week. Natera confirmed that they are in network and will not charge me anything. But they keep billing me for $651. Natera has numerous lawsuits and fraud complaints online and they are chasing ** and sending our file to collections to ruin our credit history. We need them to cancel this bill and make sure to send ** a $0 *************. We are having a baby and this is a big source of st***s. Case number is ******* and I have called them and emailed them numerous times.

  Business Response

  Date: 05/31/2023

  Hello *** ****************** you for reaching out regarding your experience. We are here to help.
  
  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-  ********************************

  Customer Answer

  Date: 06/01/2023

  
  Complaint: ********
  

  They have replied to me and promised to add***s but let's wait and see if they do add***s.I can make sure to update BBB once they have done what they promise and adjust the bill to $0. Pregnant women and families cannot be taken for a ride with false promises. It's a cruel way to take advantage of a sensitive situation. 
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 06/02/2023

  Hello,

  Please check your email as I sent it to you yesterday.

  Thu, Jun 1, 11:16?AM (1 day ago)

   

  *************************
  
  Patient ************************** Number- **************
  E-mail-  ********************************

  Customer Answer

  Date: 06/13/2023

  Better Business Bureau:
  
  I have reviewed the ***ponse made by the business in reference to complaint ID ********, and find that this ***olution is satisfactory to me.
  
  Regards,
  
  *** ****