ComplaintsforKaiser Permanente

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm in the Kaiser Medical program. They offer a Silver-Fit program for members, free of charge. However, when I signed up, they erroneously entered me into their ************ program for $24 a month. Both programs belong to Kaiser and you sign up based on your medical plan with Kaiser. I should be in the Silver-Fit program and never spoke about the ************ program, which doesn't go with my program. The error was made on 9/21 when I signed up at the fitness center. I just now noticed the charge on my credit card. I called kaiser and spoke to 4 people from both of the programs. They are not offering a refund. I should be refunded, it was their mistake. Im a member of the Silver-Fit program.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I did a lab work.**************** tests. I was the first to come in, and I was watching people getting in after they are called and no one is calling my name, after 7-8 people went in, I asked the receptionist why I am still waiting after 40 minutes? She said, because they did not see you!!!! Really? But they can see everybody else? Finally, I did both tests, and they ask me to wait outside. After 20 minutes, a nurse came out and said, " I am sorry sir, we have to do your blood test again. Your blood is contaminated and mislabeled. You have to wait again to take you. I said, how did this happen? He said, I don't know. But you have to wait for your turn!!! I said, I am not going to to wait, I went to the receptionist took a refund. Next day, the ***** result was on my membership site. The next day, my blood test was there!!! I called the member services and asked, if my blood was mislabeled and contaminated, how can you put that blood result as if it's mine?!!! On the fifth of August I filed a case with the Grievance member services, I was told by ****, that it will take 30 days to conclude their investigation. On September 7th, I called and I was told that I am supposed to talk to ***********, the case manager, I left her a manger, she did not call me back, her greeting massage says, I will call yo within 24 hours. On Friday, I called and spoke to one of the representatives in members services, and she told me that she is going to talk ton *********** to see if she is available. I said, you already put me on medications based on this blood test, but you don't know if this is my blood. How can yo do that? she said, *********** will call you back. She never did, I called her supervisor, ****, she did not reply, so I left her a message. I called *********** at 4:30 pm on Friday, I told her what happened. She did not say one word. She hang up. I left a message for GM. ***** and she did not call me back. Why can't they say what happened after 40 days.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On March 7th, 2022, I saw kaiser for a physical, no payment, and approval for surgery. After seeing the doctor, the nurse came in and saw that I had another appointment. She said she was required to see if I had a co-payment due. She called someone, and in a few minutes, she said I didn't need to go back and recheck in and that I didn't owe anything. She then escorted me to my primary care physician's office. A week or two later, I was called by my surgeon who scheduled me for March 21, 2022. I asked him about being admitted and he said it was a case by case basis. I went online to recheck my co-pay and confirmed that if I am admitted, I would not be required to pay a co-pay. Well, March 21st came and I was admitted but still paid the lady at the front counter who told me I would not be charged if admitted; yet, I was! Months later, I saw I was being billed for $40. I called the Billing Department, and this person answered the phone. I asked her about the $40 dollars and asked what it was for. In the same breath I told her this had to be some mistake, thinking they charged me for staying in the hospital. I also informed her that I was actually waiting on Kaiser to refund me $20. She begin to ask me personal questions about my March 7, 2022 visit; which I felt was not appropriate. Yet, I went ahead and gave her personal details of what my appointments consisted of. She began to tell me I had to pay for a physical and I told her that was not correct. She placed me on hold and confirmed I was not supposed to pay. Then she told me I owe $20 for the second appointment. I told her about the nurse who called someone and they told her I didn't have to pay. The billing lady again started going back and forth with me about needing to pay the $20. I told her, well, since Kaiser charged me for being admitted, that $20 can go towards the amount the nurse told me I didn't need to pay. I also told her to check my records. They now are threatening collections

  Business response

  09/07/2022

  Consumer Response /* (2000, 14, 2022/08/09) */ Kaiser actually did a great job with investigating this situation. I received a call and they found I was in the right. They cleared the balance. He even listened to my story and cared about my experience. I am so grateful! I forgot his name but he was a manager over billing at Harbor. If he sees this, God Bless you! It meant so much for you to hear how I felt and you even empathized with me. This is why I stay with Kaiser. They really made sure I felt important. Some bad apples but most of all, I really am treated nicely.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I recently applied for a loan with a credit union and i was told my loan was denied because Kaiser Permanente sent me to collections for over 15 bills from 2019 and 2020 and at that time i was insured with Kaiser Permanente. I never once recieved a bill from Kaiser Permanente and was not aware of these bills. I then called Kaiser Permanente to resolve this matter. I filed a Grievence with them and was later notified that i needed to pay the bills. When i asked for an explanation on why i had to pay these bills as i had and still have my Kaiser inusurance i was given the run around and never got a specific reason on why I owe these bills. Again i have been insured with Kaiser for over 16 years.

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