ComplaintsforKaiser Permanente

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I injured myself with a knife back in June 5th, 2024. My son call Kaiser asking for an appointment to get stitches as the cut was about 6 inches long, I was not profusely bleeding so I did not want to go to emergency because of the costs and we told that to the person on the phone. She insisted me to go thru emergency or else I wont be threaten that time, we ended it up going to the clinic where I receive the stitches. Now they are billing me shy of $1000 ($992 to be exact), despite we told them that I dont want to be seen as an emergency, this is ridiculous, they are abusing and taking advantage of my ignorance. I want Kaiser to adjust the bill and only charge me my regular copay. I should only pay my regular copay of $20, not the abusive $1000 that they pretend. I was not even bleeding when the medical personal saw me.

  Business response

  07/23/2024

  Thank you for your email.  I've forwarded this concern to the Member Relations Department.  A representative will review and address this concern through the Health Plan grievance process and follow up with the member directly for further assistance.   Thank you for reaching out. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been given a huge bill for a minor service. Kaiser Permanente sent me a letter stating I was covered for the next year, and did not notify me in any way of my cancelled insurance. My doctor sent me to the ENT and then AFTERWARDS I was informed that I was uninsured and would have to find a new insurance. This is some kind of fraud I'm sure of it. I will not be paying hundreds of dollars for a service that was free to me under my plan that I was told was still active.

  Business response

  05/06/2024

  We appreciate you sharing this concern, which was received in our office on May 3, 2024. A representative has been assigned to investigate the issue and will respond to the member within 30 days from the date of receipt. 

  Thank you 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I enrolled in Kaiser Permamenre Advantage Plus, Part D about a year ago. On 12/9/2023, I filled out and mailed the disenrollment form as requested as follows: Kaiser Permamente, ************* P.O. Box232407 *********. ** 92193-9914 I have continued to be billed although I followed disenrollment instructions and talked to several representatives. KP now wants me to pay $74 by 4/30/2024 or be returned to original ********* Even if paid this amount, would I continue to have Advantage status?I have followed the rules for disenrollment and perceive fraudulent activity. They want $74 in failure to recognize my rights to disenrollment.

  Business response

  03/18/2024

  Good evening,

  Thank you for sharing the member's concern. We have followed up with the member directly to address the concerns.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They are chargine me extra money when I paid all my bills. They also won't let me speak to a manager. I also overpaid them and they refuse to give me my money back, and they keep saying that I didn't pay for appointments when I did.

  Business response

  03/12/2024

  Thank you for your email.  I've forwarded this concern to the Member Relations department.  A representative will review and address this concern through the Health Plan grievance process and follow up with the patient directly.   Thank you for reaching out. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been overbilled by the insurance company and they continue to show that I have a past due amount when I do not. I changed my healthplan from the *** Gold to *** Silver during open enrollment. My new Silver plan was scheduled to take effect 1/1/2024. The insurance company billed me two separate amounts in November- $616.60 on 11/6/2023 and $654.55 on 11/1/2023. They withrdrew this amount from my checking account. They billed me for two plans and I was currently only enrolled in one with the termination date of 12/31/2023 for the Gold *** Plan that was my original monthly payment of $654.55. I have made at least a dozen phone calls and had to speak to a different representative every time and go through all of the issues repeatedly. I submitted a grievance with the representative regarding the double payments and the grievance was originally approved and then later, without letting me know directly, it was later denied. I have paid the following amounts on 1/9/24 $654.55, on 11/6/23 $616.60, on 11/1/23 $654.55, on 10/3/23 $654.55, on 9/1/23 $654.55. They incorrectly applied my new premium amount to my old *** Gold Plan account and have refused to bring my account current. I have now been on hold at this very minute for 37 minutes waiting for a billing representative to answer the call. At this point, I want to just cancel my Kaiser account due to my frustration at the complete lack of accountability in this situation that I did not create.

  Business response

  02/05/2024

  Thank you for your email.  I've forwarded this concern to the Member Relations department.  A representative will review and follow up with the member directly to address this concern through the Health Plan grievance process.   Thank you for reaching out. 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in August, went to a Kaiser emergency room and received an emergency appendectomy. While I was there, I was told that if I needed financial assistance (which I said I did but gave no other identifying information), I could apply for it. No one gave me an application to apply for medical financial assistance, and no one spoke to my partner about it. My partner and I do not live together (this will come in to play later). When I was discharged, no one spoke to me at all about payment or any financial assistance. I assumed this would be discussed when I received a bill.A few weeks later, I got a letter from Kaiser stating that they received an application for medical assistance, and that I was approved for 50%. I knew this couldn't be possible, as I knew I would qualify for 100%, and most importantly, I had not submitted an application. I called the medical financial assistance apartment, and they told me they could not not access my application (even though they seemed to be able to reference information on the application), and that they could not amend it. I had to physically go back to the hospital (not an easy task) to discuss it. No one told me I could appeal this decision and threatened to take away my assistance.I filed a grievance process, which I thought would help in fixing the problem. The grievance process did nothing of the sort. When I called the billing department (since my bill was about to go to collections), they said I hadn't appealed within 30 days, so nothing could be done. NO ONE TOLD ME THIS WAS A POSSIBILITY. And despite saying they couldn't see my application, they COULD tell me the inaccurate salary and inaccurate household number on the application. No one confirmed this information with me. I am asking Kaiser to FIX THIS ISSUE, resubmit my application, and refund the money I've already paid toward this bill.

  Business response

  01/29/2024

  Thank you for your email.  I've forwarded this information to the Member Relations department.   A representative will review and follow up with the patient direclty to address this concern through the health plan grievance process.   Thank you for reaching out. 

  Customer response

  01/30/2024

   
  Complaint: 21184948
  
  I am rejecting this response because: I have already been through the grievance process, and it did nothing to solve the issue. I want this escalated to someone in management to handle this case and speak directly with me.
  
  Sincerely,
  
  ***********************

  Business response

  02/01/2024

  Thank you for your email.   Please be assured this concern is under review.  A representative will follow up with the patient direclty upon completion of the health plan grievance process review.   Thank you for reaching out. 

  Customer response

  02/01/2024

   
  Complaint: 21184948
  
  I am rejecting this response until I receive a phone call or a number is provided to be for a senior manager, as the grievance process did nothing last time.
  
  Sincerely,
  
  ***********************

  Business response

  03/01/2024

  Thank you for your email.    This issue was reviewed through the Health Plan grievance process and a written resolution was sent to the member on February 23, 2024.  Thank you for reaching out. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was admitted to hospital on 1/3/24 and I left on 1/4/24. When I left I forgot to get my jade ******** but they called my so on Monday that I forgot I can go pick up and today I went to pick up they said they didnt have it. How that can happen did someone kept it or what? I am very confused and upset. Thats my first gift from my husband for 20 years ago. I want to know what happened here? I need answers. Its expensive and very close to me. I want my answer asap .Thank you *************************

  Business response

  02/02/2024

  Thank you for your email.  I've forwarded this information to our Member Relations department.   A team member will review and follow up with the patient directly to address this concern through the Health Plan grieavance process.   Thank you for reaching out.

  Customer response

  02/06/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/3/2023 - 10 pm I had an embarrassing and awful experience with, ****, RN. I was in the back waiting with a patient - and I received the approval to be back there from the Physician on duty. ****, came up to me after speaking with the Physician who approved it. There was never a heated exchange or dispute, so I figured everything was fine. All of a sudden security comes up to me regarding the situation which wasnt an actual situation. Apparently, **** told them that I was being disruptive, I was refusing to leave and the Physician never approved it. The way he handled such a minute situation was disgusting. The thing is there were 3 individuals back there with their party. Why was that? In addition to how he handled it, he also lied about the logistics. ********************* - head of security assessed the situation and said it was nonsense. I actually am a Consultant for Kaiser and I know the execs. Id like to speak with you regarding this issue prior to going up the chain of command. Id appreciate it if youd reach out to me. Thanks so much! ****, needs to be spoken to and written up. He escalated the situation unnecessarily. His attitude was awful and conduct were awful. I will go up the chain of command if this isnt addressed.

  Business response

  12/13/2023

  Thank you for your email.   This issue is under review through the Health Plan grievance process.   A team member will follow up with the member directly upon completion of the review process.  Thank you for reaching out. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from World Finance, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: 3273****I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,*******************

  Business response

  11/21/2023

  Thank you for your email.  I've forwarded this information to our Member Relations department  A representative will review the concern and follow up with the patient direclty to assist further.   Thank you for reaching out. 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am trying to get reimbursed for a medication I purchased in accordance with Kaiser's Policy. They have refused to reimburse me even after filing multiple claims.

  Business response

  10/26/2023

  We have received the member complaint. A case has been set up and assigned to a Case Manager for review. We will respond directly to the member. Thank you. 

  Customer response

  11/04/2023

   
  Complaint: 20783600
  
  I am rejecting this response because: I have received a notice of resolution from KP in response to my claim. I agree with the letter as Kaiser is currently in my debt. Here is the issue. They insist on mailing a check to my address in ****************. I am unable to receive mail at this address. I have another address in ******** they can mail it to, or they need to figure out another way to pay me.
  
  Sincerely,
  
  *************************

  Business response

  11/08/2023

  We have received the member complaint. A case has been set up and assigned to a Case Manager for response. We will respond directly to the member.  Thank you!

  Customer response

  11/08/2023

   
  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.
  
  Sincerely,
  
  *************************

*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. ↩