ComplaintsforKaiser Permanente

• Initial Complaint

  02/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Please see the attached documentation, as it goes into detail. I requested KP to recertify a form several weeks ago, in order to meet a deadline. Instead of filling it out, it has been forwarded to people that cannot help me.

  Business response

  03/27/2023

  Thank you for your email.  I've forwarded this information to our Member Relations team in ********.  A representative will review and follow up with the patient directly to address this concern.   Thank you for reaching out.   

• Initial Complaint

  02/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Applied for a temporary mammography position at Kaiser Permanente in Panorama City, **, where I had previously worked for 12 years. Completed all requirements for employment and everything was fine until I requested to be exempt from receiving the ******19 vaccine for religious reasons. My request was denied and done so by Kaiser specifically calling into question the genuineness of my faith ("your request is not based on a sincerely held belief in a religious doctrine or teaching," although I provided evidence of my sincerely held belief).

  Business response

  02/24/2023

  Thank you for your email.  I've forwarded this issue to our *************** team in ******************* for follow up.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the date of 1/18/2023, I had appt with Kaiser with colonoscope test. There were number of times, miscommunication from kp.org as a collective failure from number of nurses, customer service, and my PCP named Alam resulted me in failed appt. There has been multiple docs generated about the preparation, arrival which left me confused and causing me to come late. KP's online appt did not show arrival time. I was wrongly advised to use the preparatory solution, because clearly there is a disrepancy between prescribed and isntructed. There has been additional instruction/observation was needed before procedure because of my pre-existing health condition (constipation) which head nurse at ******************************************************************* only told about this and started threatening with danger of continuing the procedure and started talking me toward not giving medical procedure. I complained about why i was not given add'l instruction for my pre-existing condition to whcih nurse evaded my question and pushed responsibility from herself by saying those who gave preparation to you is not me but some other newly hired individual. I only came from home appt to discover I was correctly prepared for everything. Because of number of days wasted in preparation, and cancelled appointment and not being able to continue with medical test procedure, I am asking for 20,000$ in damages.

  Business response

  01/30/2023

  Thank you for your email. I've forwarded this information to our Member ***************** A representative will review and follow up with the patient directly to address this issue. Thank you for reaching out.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Kaiser Permanente *******, ** let another member down on 1/2/23 5:45pm *********** My daughter was experiencing itchy large extremely uncomfortable hives on her entire body from an unknown allergic reaction on 1/2/23 and we took her to the urgent care walk in building 1 level 1 check in and entered an empty lobby and stood in the designated area which had us waiting in a line which was non-existent. 3-4 receptionists and or nurses stood behind the glass enclosed counter and one of them asked what are we being seen for? We proceeded to explain and show them our daughters ******************, arms and elbow areas which were extremely affected by an unknown allergic reaction. A blonde middle aged woman told us to step,down to the end of the counter where she looked at my daughters face and said yes she even has them on her face and she needs to be seen right away as it can also affect her breathing. My daughter being 9 immediately started to panic and felt scared. The nurse or receptionist told us that they were all booked up for the night even though it was 5:45pm and they were to be there until 9pm that evening. She told us we need to go directly to the emergency room. I asked her why with no one in the line or outside in the reception area we are being turned away? She again repeated they do not have any more openings to be seen there that evening. I couldn't believe we pay almost $1,700 a month for health care and the one time we have an urgent unknown problem with our child we were being turned away. I told her their insurance is worthless to us if we can't be seen. She said nothing. We drive our daughter over to the emergency room where we attempted to enter and we're greeted by a security guard and told only one parent can enter with our daughter. My daughter immediately began to cry and kept asking repeatedly "why can't mommy and daddy both stay with me?" The security guard said because of the ***** rules they only allow one parent inside with the child however if she's admitted into a room the other can join at that time. My daughter continued to cry and began to become hysterical while we waited in a lie to check in for 15 min or so. We then sat down and I asked her if she wanted to FaceTime mommy, she did. We called her mother and during the time we talked she continued to become more upset and started hyperventilating and told me she felt like she was going to pass out. She said she is so scared about what the nurse said earlier about this problem affecting her breathing and she didn't want to die. I told her she is ok and I have her and she isn't going to die and I promised her I'll take care of her and she will be fine. I stood up and carried her away from a woman who wheeled up next to us in a wheel chair and was vomiting. My daughter was extremely upset and begged me to leave the building with her. I stood holding her against the wall next to the check in line as I was looking around for possible help and going someone would notice my daughter was extremely upset and we needed to have ********************* taken sooner than later. Eventually I had no choice but to leave the building so she could regain her composure outside the entrance, we listened as 3 more names/people were called within a matter of approximately ***** additional min. From outside the double sliding entrance/exit doors. 3 security guards seemed to be sitting at the front station talking to one another and witnessed my daughters panic attack, no one came over to us to ask if we needed anything or offer any comfort. At 6:36pm I took my daughter from the emergency room back to my with who was waiting in our car. My daughter should never have had to had this experience. She was extremely traumatized by the nurse information of potential breathing problems and she would not sleep until after midnight this evening as she relived her horrible experience in the emergency room. We had no choice but to take her back to our home town 30 min. away and to the local clinic which wouldn't accept Kaiser Insurance, however we were able to pay out of pocket and they were was able to help us with a steroid shot for my daughters allergic reaction. This was an unacceptable situation, response and lack of service to a Kaiser Permanente Member who has paid their monthly dues for more than 40 years! I can not believe this is the care Kaiser Permanente is proud to provide. Yet it was and is exactly what we received. We were turned away by Kaiser Permanente in our child's time of need. This is inexcusable and as you can imagine how you'd feel being in our situation, I now hate our relationship with this care providers lack of service.

  Business response

  01/09/2023

  A representative from Kaiser Permanente will reach out to the patients father directly and then investigate the concerns he shared.

  Customer response

  01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  No one from Kaiser Permanente has attempted to contact us regarding our unacceptable experience and the lack of care provided. It is really unbelievable how little their patients happiness and health means to them when it comes time to leave for the evening without a doctor or nurse to cover the 3hrs or so left in the shift before actually closing for the evening.

  Customer response

  01/14/2023

  ***Document Attached***
  
  See Attachment/File: 45C0EE8E-0FAF-4509-A88B-7CC146838453.jpeg

  Business response

  01/19/2023

  I have received confirmation that the Sr. ********** (******) will contact ****************** today to discuss his concerns. Thank you

  Customer response

  01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  No apology was made and a representative only contacted us to ask if we wanted to add anything further. There has been no resolution made or suggested. No apology, no statement made from Kaiser Permanente. Nothing in regards to the lack of service we experienced. I requested that a formal apology be made to us directly via phone call and assurance that they have investigated the situation and spoke with the nurse on shift that evening who turned our 9 year old away 3.5 hours prior to closing and didn't keep her comments exclusive to us the parents, and simply crated a panic situation for our daughter by announcing in front of her that her breathing could be affected and they are unable to help us thee at urgent care, and we should take her immediately to the *** Our daughter had 2 weeks of panic attacks and a difficult time going to school as a result of this traumatic situation and feeling the health care facility we relied upon for urgent care is now a place we can no longer depend upon for care in an emergency. Our daughter had won leadership awards in school each year so far and this experience had made such a negative impression upon her that ever since our unacceptable experience at Kaiser Permanente ******* she no longer displays leadership traits and has had to have therapy through Kaiser Permanente in an attempt to help her cope with her fear and negative feelings which resulted from her experience that evening in the ********************************* This is unacceptable and I want assurances that Kaiser will make every attempt to ensure that no other child experiences this lack of care and we do not have another experience there such as this in our future visits.

  Customer response

  01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  No one has contacted me, no apology was attempted. This non profit doesn't care they've failed a 9 year old child. I don't understand why I am receiving this message asking if I accept the business response as there has been no response.

  Business response

  01/31/2023

  Thank you for your email. This concern is under review through the health plan grievance process and a response will be provided upon completion of the review. Thank you for reaching out.

• Initial Complaint

  11/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Why is it that anyone i know including myself can if your lucky get only one appointment per month? Again if your lucky! The bill and monthly premium come regularly and fast i wish the care would as well. I have tried to see a doctor about several problems i'm having and the one time in 3 months i was able to get an appointment i was given an attitude " what are you doing here" was said to me. I well aware everyone is still using covid to scam policy holders and limiting them to as few visits as possible FACT! THE ONE TIME I DID GET TO SEE A DOCTOR IN NAME ONLY THE WAITING AREA IS ALWAYS EMPTY! So why em i being limited to no access or very limited access and have to wait weeks or a month to see someone if at all there are 3 Kaiser locations 2 close and one fare away and i can't get an appointment in any of them without weeks of waiting? I don't expect to get an honest or any answer that is not very truth full.

  Business response

  11/18/2022

  Thank you for your email. I've forwarded this information to our Member Relations team in ********. A representative will review and follow up with the patient directly to address this concern. Thank you for reaching out.

  Customer response

  11/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please explain why i can only get one appointment a month if i'm lucky when the one appointment i was able to get i saw an empty waiting area? I know the answer but i'm wondering if Kaiser will be honest and tell me the truth? The covid rush is well over with and i will only accept a response from Kaiser here no phone calls will be accepted by me!

  Business response

  11/30/2022

  Thank you for your email. Our Member Relations team in ******** has attempted to reach the member by telephone to obtain more information about the concern. Please contact our Member Relations team representative at your earliest convenience. Thank you for reaching out.

  Customer response

  12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The question your team at Kaiser here in ******** answered her own question when she left an message on my phone but never once addressed any of the questions in my complaint.
  1.Why can't a get more then 2 appointment in a 6 month period?
  2. Why when i did get an appointment i was told "why are you here" in that tone.
  3. your Kaiser rep. told me the last time i was at kaiser so she already knows that question and the doctor i saw via the message she left on my phone.
  4. As i stated I WILL NEVER TALK TO KAISER OVER THE ***** ONLY ON THIS FORUM WILL I TALK/CHAT TO ANYONE FROM KAISER.
  5.Because if i do then it becomes i said and Kaiser said and as i do not have anything to hide.
  
  Please stop with the run around and trying to hide things and answer my questions please! Again your Kaiser rep. told me in a phone message the last time i was at Kaiser so she already knows the last time i was at Kaiser what location i was at and who was my doctor in name only.

  Business response

  12/16/2022

  Thank you for your email. I've forwarded this information to our Member Relations team in ********. A team member will follow up with the patient directly to address this issue. Thank you for reaching out.

  Customer response

  12/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  i'll believe it when i see it! I'll bet my last breath they kaiser will never answer with the truth. I know the truth already.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************** has been retroactively billed for pharmacy charges from August 1, 2021 to December 9, 2021 in the amount of $505.10. These seven medications were picked up and copay was made at the Kaiser ****************************** We received an additional pharmacy bill in March 2022 for charges made after July 31, 2021. Apparently our pharmacy coverage changed as of August 1, 2021. However, these changes were not applied to to the computer system at the Kaiser ******** Pharmacy. The changes made by the Kaiser Permante Pharmacy Foundation Health Plan billing system are not applied to the database system used by the physical pharmacy location. It is difficult to believe that an organization of Kaiser's size cannot sync their billing systems. We should not be liable for delayed charges that were not reflected at the time of purchase. The last item retroactively billed on 12/9/21 was for $487.10. It is unacceptable that the patient is not provided with the correct pricing. When we went into the pharmacy to renew the******** in 2022, we refused the purchase due to the cost. Numerous calls to********** Kaiser Billing and Member Services have not resolved the complaint filed. Kaiser's denial letter of 10/15/22 stating that "According to our pharmacy records your medications was never charged or paid in full at the point of sale, and therefore reflects in our pharmacy billing system as a valid unpaid bill". The charge and billing costs were not reflected at the time of sale and we should not be responsible for incorrect billing. (Invoice No. *******). Billing invoice: *******

  Business response

  12/19/2022

  Business Response /* (1000, 8, 2022/11/30) */ Thank you for your email. This issue is under review through the health plan's grievance process. A representative will follow up with the patient directly upon completion of the review. Thank you for reaching out.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have no pcp due KP lack of follow thru my wife disrespectful treatment from this PCP that we were all the signed of February to use. I requested now three times to change the PCP to someone in 1 ounce as of today's date is the webinar to change my PC mean I have been forced to use a Tele dock services in my prescriptions which they have filled out since February. Today when I went to get my prescriptions that my tell him that service put in for me pharmacy in Point Loma refused to put them onto my insurance and tried to charge me over $800 prescriptions. This is not my fault that I have been waiting months for PCP to be assigned to me so that I can have adequate healthcare that I am paying for. There is absolutely no follow through on Kaiser's behalf in this refusal to cover my medication's that I need is absolutely ridiculous I am out of my meds. They refused to give my meds for my discount price

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/09/13) */ Thank you for your email. I've forwarded this information to our Member Relations department. A representative will review and follow up with the patient directly to address this issue. Thank you for reaching out. Consumer Response /* (3000, 7, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is very easy question answer. Because as usual Kaiser never followed through. I never heard a word from anybody. I never received any mail, email, phone calls, nothing this is what they do to their patients they leave you without medication, they leave you without response they are absolutely fraudulent in the way they handle any confrontation. The staff is totally untrained. When you call them they want to take the report for you they don't want to except your written report. When you go to the complaint section on their website you fill it all out and then it won't except it. It does the same thing to everyone I had three people try it it says you're using characters that aren't represented in the format. Better known as we don't want your complaint. I guess if the BBB can't get any results out of them I'll have to go and file a formal complaint with the state of California Business Response /* (4000, 9, 2022/09/19) */ Thank you for your email. This issue is under review through the health plan grievance process. We will let the patient now the outcome no later than 30 Calendar days from when we received the case. Additional information was sent to the patient by mail on September 17, 2022. Thank you for reaching out. Consumer Response /* (4200, 11, 2022/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As usual we haven't heard one word from Kaiser on my wife's complaint or my complaints. They think they could sweep it under the carpet and take 30 days to respond to medical matters I guess with the patients dead because he got their medication and haven't got care and maybe they don't have to worry about it I've never seen such a ridiculous timeframe I would say that when a patient has a problem in the medical field in knowing the medical field well like we do since my wife and myself have been in mental health business for 25 years plus. This is a ridiculous response. There is nothing in our mailbox as of today. And this is an absolute travesty. Business Response /* (4000, 13, 2022/09/30) */ Thank you for your email. I've forwarded this information to the Member Relations representative handling your grievance. Thank you for reaching out.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I visited Kaiser Urgent Care on *********************** on Feb 14 with a complaint of elbow pain. I was told by the doctors that saw me that I will have to make a wrist Xray as well (although I had no complains of wrist pain) but I agreed. However doctors don't tell you pricing of their services, which I found out later when I received a $2000 bill. After a lot of phone calls bill got adjusted to $120 out of which I paid $60 on 07/10/22 and had a remaining balance of $60. I just logged in today to pay the rest of the portion to find out that there's an additional 130$ added to my billing - no notification or anything. And this was added to my account long after my billing was readjusted. I believe I was coerced by Kaiser Doctors to use services I didn't need and I also believe that Kaiser billing services are shady and lack clarity. I want the $130 removed from billing.

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/08/10) */ A Kaiser Permanente Member Service representative in our ********** region will contact consumer to assist with resolving their concern. Thank you.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see Attached document Click here to Get the File - use the Password: **************************************************************

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/08/04) */ Thank you for your email. I've forwarded this information to our Member Relations department. A representative will review and follow up with the patient directly to address the concern. Thank you for reaching out.

• Initial Complaint

  07/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've gone through multiple traumas in a very short timeframe, so it's affecting me emotionally and mentally. I reached out to Kaiser in 2020 for help and was assigned to**********************. I met with her regularly until Dec 2021. During this time, my therapist canceled a very important appointment in Dec 2021 before she left on maternity leave. This was our last session before her leave and it was critical because I needed a transition plan while she was on leave. ****** canceled the morning of my appointment on her last day. No one from that dept bothered to assign me to another therapist while she was on leave. Additionally, the dept didn't even reach out to me for almost 7 months. My mental health was getting worse and I reached out for more assistance. I filed a complaint with Kaiser in late June 2022 because that dept was giving me a hard time with a referral to seek therapy outside of Kaiser. I called and filed a complaint online on two separate occasions and no one from Kaiser has discussed this matter with me. Each person they assigned to me either has a full voicemail box or doesn't answer their phone. I keep reaching out asking when someone will discuss these issues with me, and Member Services gives me the run-around. Thus I need to escalate this complaint since Kaiser doesn't care about this matter.

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/07/29) */ Thank you for your email. I've forwarded this information to our Member Relations department. A representative will review and follow up with the patient directly to address this concern. Thank you for reaching out. Consumer Response /* (3000, 7, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) WHEN?!? This response is not accepted! I've complained about this issue since late June and there STILL HAS NOT been a reply from Member Services. Provide a date when someone will follow up. Business Response /* (4000, 9, 2022/08/05) */ Thank you for your email. I've forwarded this inforamtion to our Member Relations representative handling this concern. The representative will follow up with the patient as soon as possible. Thank you for reaching out. Consumer Response /* (4200, 11, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, when? I find it appalling that Kaiser had the gall to mail a denial letter earlier this week regarding me seeking an authorization for care, when NO ONE from Kaiser has even bothered to discuss this matter with me. I even received a survey asking about my experience with Member Services regarding my denial. NO ONE IS CALLING OR REACHING OUT TO ME! I'm extremely upset over this and this is not how members should be treated (especially when their spouse is a physician at this group)! When will I speak to someone about this matter? Provide a date! I've literally had two Kaiser therapist lie and abandon me during my care...this is unacceptable. Then when I find a care provider who accepts my insurance and can help me, Kaiser outright denies my request! This is not the level of care I expect from Kaiser! Business Response /* (4000, 13, 2022/08/08) */ Patients recent concern has been forwarded to the Sr. Consultant that is working on her grievance that she previously filed with the BBB. She will reach out to************ again as she left a message for patient on 08/02/2022. Thank you.

*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. ↩