ComplaintsforKaiser Permanente

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Initial Complaint
10/26/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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,

*************************
Initial Complaint
10/09/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Kaiser erroneously terminated my Medi-Cal coverage even though I verified with Caloptima that I have no lapse in coverage. As of 10/9/23, they are refusing to assign it to my medical record due to a "blackout" period for new Medi-Cal enrollees. This is affecting me financially as my Medi-Cal coverage is active and I am *********** free office visits and prescriptions. Kaiser shuffles me around different departments without anyone telling me why my Medi-Cal was erroneously terminated and making no effort to place it back.
Business response
10/12/2023
Thank you for your email. I've forwarded this information to our Health Plan Member Relations team. A representative will review the concern and follow up with the patient directly to address the concern through the Health Plan grievance process. Thank you for reaching out.
Customer response
10/12/2023

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,

*************************
Initial Complaint
09/06/2023
Complaint Type:
Product Issues
Status:
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.
On August 2, 2023, I placed an order at Kaiser Permanente for a new pair of eyeglasses. 2-1/2 weeks later the glasses arrived for my pickup. Unfortunately, because of the incompetence of some of Kaiser staff, the wrong prescription was entered for my glasses, and therefore had to be returned for a makeover. I requested that my makeover be put back at the front of the line as there are hundreds of Kaiser patients having eyeglasses made all over the country, and it was the fair thing to do. However, after waiting almost three weeks for the first time, my remake was obviously put in the back of the queue. Now on September 5, more than a month later, I still do not have my eyeglasses. I have contacted Kaiser **************** multiple times regarding this issue. They claimed they sent a message to the ******************** (*****, **). When **************** and I attempted to reach the department, they never answered the phones. THIS IS TOTALLY UNACCEPTABLE. The logical and fair thing to do would be for Kaiser to put that remake back at the top of the queue, since the patient has already waited the first time. I want my remake expedited and available for pickup ASAP. And I request an additional discount for my inconvenience.
Business response
09/13/2023
Thank you for your email. I've forwarded this information to our Member Relations team. A representative will review the information and follow up with the member directly to address this issue. Thank you for reaching out.
Initial Complaint
08/28/2023
Complaint Type:
Product Issues
Status:
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.
This is for case Case ID: ******** I've reached out to kaiser multiple times in request of a receipt for payment for $20 It has been 3mo and i have yet to get it. They claim to have sent it online yet it is not accesible. See attached.I'm asking them to email me directly ******************* or mail it via a trackable method like ***** or ****
Business response
09/05/2023
Thank you for your email. I've forwarded this informatiion to our Member Relations department. A representative will review and follow up with the member directly to address this issue through the health plan grievance process. Thank you for reaching out.

Customer response
09/07/2023

Complaint: 20534256

I am rejecting this response because:
I've reached out to the department listed in the reply with no resolution. I'm seeking the receipts. None has been provided in their response.

Sincerely,

*************
Business response
09/13/2023
Thank you for your email. I've forwarded this information to the Member Relations team member handling this concern. Thank you for reaching out.
Initial Complaint
08/24/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My son Kingston Matlalcuatzi should receive 1 hour speech therapy sessions two times a week. Every 2 or 3 months my son has a lapse in services, as long as 3 to 4 months without services, due to Mi Sueno Speech therapy delaying submission, revisions, or completion of paperwork related to obtaining re-authorization from Easterseals. I have continued to try to work with ******** to try to resolve the problem, but it continues to occur with nothing that I can do on my end. Lapse in speech therapy services for my son is detrimental to his growth. I am asking for Mi Sueno to complete reauthorization activities on time so that my son continually receives services as his doctor has prescribed.
Business response
09/22/2023
This is not a valid complaint. The client (Patient) needs to complain to their insurance provider ******. Our office did all the required work. Any delay or lapse in services due to no authorization needs to be addressed with ******. The insurance company processes authorizations.
Business response
10/18/2023
Thank you for your email. I've shared this information with our Member Relations department. A representative will review and address the concern through the health plan grievance process and follow up with the member directly. Thank you for reaching out.
Initial Complaint
08/01/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went to the Kaiser Permanente (KP) app to pay for a Rx on June 24, 2023 in the amount of $40. ** decided to charge me twice and now they say they cant find the second charge in their system. I have reached out numerous times and sent images proving they double charged me. I just want them to credit me back the $40 they stole.
Business response
08/02/2023
Re: Complaint ID # ********

Dear ***************:

Thank you for your August 1, 2023, notice about a concern brought to your office by our member.

Due to privacy reasons, we are unable to address our member's complaint in detail through this method. Therefore, this will be the only response the BBB receives directly from us.

In order to ensure our member's concerns are addressed, we have documented this complaint for our ******************** to research and resolve. We will contact our member directly by letter with the outcome of our review within 30 days of the date we received this notice.

If our member needs assistance in the meantime, they can reach ****** Services by phone at ************** or by email at kp.org/wa/email Monday through Friday, from 8 a.m. to 8 p.m.

If the BBB has any questions about this response, please call our ******************** at ************** Monday through Friday, from 8 a.m. to 5 p.m.

Sincerely,

******************
****** Relations Coordinator
WA ************ Grievance Operations
Customer response
08/07/2023

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. The charge has been removed.

Sincerely,

***********************
Initial Complaint
08/01/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
To whom it may concern:I had filed a complaint about this Kaiser Foundation ************ **** which located at **************************************************************** in May, 2023. Case #********. I requested to have my name and address remove from their mailing list. But until now, I still receive junk mail from Kaiser Permanente as on July 1 and July 29, 2023. The name and address in their system is *********************, which is not my correct name. The address is ***********************************************************************************All I want them to do is to remove the following name and address from their mailing list.Please delete the following:********************* **********************************************************************************
Business response
08/03/2023
Thank you for your email. I've forwarded this information to our Member ******************** to assist with removing your address from our database. Thank you for reaching out.
Customer response
08/08/2023

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,

*******************
P. S. Only if they stop sending me junk mail in the future.
Initial Complaint
05/08/2023
Complaint Type:
Product Issues
Status:
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.
Yes I ordered medication over the mail and was a new medication for diabetes the JARDIANCE when I received it was charged $80.00 what I had to pay and was never informed that this medication was this expencive. I called the number on the paper and they told me they don't take it back. I called my pharmacy in Otay mesa and they said they don't take medication back . I told them that I didn't open it and I need to return it because is expensive know the doctor changed it to something different because of the price. I think they should take it back because they should call the patient when a prescription is over an amount the original amount was $654.31 with is ridiculous and was charged $80.00 so they either should take it back because I am not useing it or give refund of the $80.00 if I knew it was this much I would of not take it from the pharmacy I would of declined it. I didn't outsized for this amount.
Business response
05/10/2023
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 grievance process. Thank you for reaching out.
Initial Complaint
05/02/2023
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a bill for over 600 via email, can't even pull up the pdf no matter what browser I use. My wife now has ** covered under kaiser and I haven't had the kaiser plan since november and have already paid everything I do not understand why I am still receiving a bill and the fact that there isn't a PDF to go with it just screams false.
Business response
05/03/2023
Thank you for your email. i've forwarded this information to our Member Relations team. A representative will review and follow up with the patient directly to address this concern through the health plan grievance process. Thank you for reaching out.
Customer response
05/03/2023

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,

*************************
Initial Complaint
04/07/2023
Complaint Type:
Billing Issues
Status:
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.
Dear Representative,The complaint is regarding the medical bill for ***********************, member ID ********** , please refer to the attachment. Recently I received a notice from Kaiser Permanente for a medical bill of $218. I do not understand and do not agree with these expenses. I have some doubts. The blood tests I took were an annual routine protective health checkup.1. Why the insurance doesnt cover it, I still have to pay so much.2. Why is the cost of blood tests so high and insurance paid so low?3. What is the standard of charge of this blood test institution (******* Way Lab)? Do they have any formal blood test standard cost list? Is their charge recognized by the official medical institution?I just hope Kaiser Permanente can review this bill, and I am looking forward to hearing from them.Thank you very much for your concern and attention.Sincerely Yours,***********************
Business response
04/10/2023
Thank you for your email. I've forwarded this information to the Member Relations team. A team member will review and follow up with the patient directly to address this concern. Thank you for reaching out.

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