ComplaintsforKaiser Permanente of Colorado

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Initial Complaint
06/21/2024
Complaint Type:
Customer Service 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.
I received a bill for services which I received on April 3, 2024. This bill contains two charges for a single COVID-19 test ($134.40) , as well as two charges for an Infectious Agent Detection Lab Test ($76.00). When I contacted the billing department, they were unable to tell me why I was being double billed for these two items. I do not dispute the rest of the bill.
Business response
06/25/2024
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
07/01/2024

Complaint: 21885485

I am rejecting this response because:
I have received absolutely no communication from Kaiser. They appear to be ignoring my complaint hoping that it will go away.

Sincerely,

***************************
Business response
07/11/2024
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!
Initial Complaint
05/30/2024
Complaint Type:
Customer Service 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.
Prescription approved and Kaiser will not fill the prescription
Business response
05/31/2024
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!
Initial Complaint
05/18/2024
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.
I had an outstanding bill with Kaiser Permanente. I called and set up a payment arrangement with them. It was scheduled to be on Auto Pay for $63.00 month. I spoke with ******* on 02/06/2024 and set this up. My card was charged on 02/07/2024. It was supposed to be charged every month for $63.00. I was told I would NOT be turned to collections since I established this payment plan and set it up on autopay. Kaiser should have this phone call recorded. My account was turned over to collections on 04/30/2024. I DID NOT receive any notification of this via phone call or mail. In fact a paper statement I have states I need to pay Kaiser directly and states that $63.00 is due by 5/15/2024. I called on 05/17/2024 and spoke w/ a rep and tried to make a payment over the phone. She refused to take my payment over the phone since it was already turned into collections on 04/30/2024. I believe this is in conflict of the laws for consumer debt in Colorado. You cannot be trying to collect directly from Kaiser and also turn me over to collections. Additionally, I needed to receive some sort of notification prior to be turned over to collections. My card number has not changed, there is absolutely no reason why the autopay should have ceased. When I received a text from a collection agency on 5/14/2024 I thought this was fruadulent but called Kaiser to confirm, and this is when I discovered they had in fact turned me over to collections without contacting me. I knew I had a bill due 5/15 stating to pay Kaiser directly so I thought this must be fradulent. This balance should never have been due in the first place, I have secondary insurance that was mishandled with Veterans Affairs(CHAMPA). The claims that Kaiser sent in had missing or invalid diagnosis codes. I would like this removed from Collections and removed from my credit history. I would also like an adjustment on my balance in compensation for the time and distress that this has cost me. Thank you, ***************************
Business response
05/20/2024

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
05/25/2024

Complaint: 21730142

I am rejecting this response because:
I have not been contacted by the business with any resolution yet. Their offer was that "they will look into it". This is not a resolution.
Sincerely,

***************************
Business response
05/30/2024
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!
Initial Complaint
05/14/2024
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.
I ordered my medication on the 4th having GB a week left now it's been 10 days abd they still have not mailed it out
Business response
05/15/2024
We have received the member complaint. A case has been set up and assigned to a Case Manager for response. We well respond directly to the member. Thank you!

************************************************
COORD, MEMBER RELATIONS
MSSS ******** Grievance&Appeal
Kaiser Permanente Colorado/Northwest
***********************************************************************************

************ (Office)
************ (Fax)
Initial Complaint
03/06/2024
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.
Here it is because it's ongoing and too long (in size and in time)************************************************************************************
Business response
03/06/2024
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!
Initial Complaint
02/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a policyholder, or was a policyholder for the (check KP insurance pic) when I went to the emergency in KaiserAurora the address is on the first bill. I had a fractured toe on top of the articulate bone of the right footan incident occurred at the gym in the middle of December of 2023. They took my x-rays, somewhat (checked) my injury, and told me to make an orthopedics appointment.I went to orthopedics, they told me they will take my x-ray again, [I had to pay twice] for the x-rays in Aurora and then in ******. I asked them to asked the Aurora Kaiser to send they copies of the previous x-rays but hey denied and said their department doesn't work with them. The doctor came and checked we spoke for less than 10 minutes before he said that I could leave and make another appointment then he would write me an ointment cream for when my toenail would turn black. But he did not give any medications any treatment, or any case for my toe. [Yet, still, they charge me $****** besides the doctor's visit in my bill]. I paid the bill of $ ****** ($188 office visit and $67 for the x-ray) the second time and did not notice it until now. I am reporting it and sharing both bills for both visits in Aurora (Kaiser) and one in ******. I think they have over-changed me by making a fake (services for $ ******) and added it to my bill. Therefore, $751.26 in total both bill combined, where $384 is the extra, or ****** charged. I need a refund on the extra charge of $ ****** because they did not touched me or given me any treatment when I was there. This is an overcharged, because orthopedic (doctor) visit should be included in the office visit (supposable). I am a full time university student and a full-time worker, and it very hard for me to make money, and they over charge me redundantly. I appreciate your helping me in sorting this out, and as of yet, I have not spoken with anyone in the billing because they put on long waiting lines. Thank you.*****************.
Business response
03/18/2024
Good day.

We received the member complaint on 02/28/24. A case had been set up and assigned to a Case Manager for response. We responded directly to the member. Thank you!
Best,
**************

Customer response
03/18/2024

Complaint: 21357163

I am rejecting this response because:
I think KP have over-changed me $384.00 (medical services) by making extra add-on, beside the office visit charge of $ 188.40.
The over charge medical services are separated from office charge ($188.40), Why?
Is KP charging its customer $188.40 for just sitting in a waiting-rooms.
No, medications, No bandaged, No especial care was given then what is $384.00 (medical services) was charged, or included in the bill?
What medical services (provided) in billing details is required that (illustrating) actual charged would be sufficient.
I appreciate your helping me in sorting this out, and as of yet, I have not spoken with anyone in the billing because they put on long waiting lines.
Thank you.

Sincerely,

*****************
Business response
03/28/2024
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
03/29/2024

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
01/14/2024
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.
In August I went to the ********** Clinic and saw *************************** who claimed she group chatted with someone in Orthopedics about the nature of my injury to my right thumb. I have been to Lonetree Orthopedics and saw several doctors. I was given cast in late August and then it was removed in September. However after the cast was removed the xrays still say my finger is fractured but Kaiser wants to me to go to physical therapy but yet still requires me to wear a brace. The last email communication was the last doctor I was Dec 18 with ********************* in ******** to ask the question the xrays show the finger is fractured but yet I get told that all is fine. Since that time the doctor themselves has not returned my emails. I choose at this point email communication with Kaiser because Kaiser has lied to me in the past (they wanted my credit card number over the phone). I find it unprofessional that since Dec 18th this ******************* has not replied back himself regarding this matter. All Kaiser wants to do is take an x-ray and tell me is all is fine. No all is not fine and they tell me they are not ignoring me which I also believe is a lie. If you had nothing to hide Kaiser you would have come forth. All the doctors that I have seen since August starting with *************************** need to be charged with medical malpractice as the facts speak for themselves. Abandoning a patient is not acceptable and is heavily frowned upon by the Colorado ************* for which I have reported several people regarding this matter including ****************. I need transparency and truth. The facts are in the system. When I write to customer service I get nothing but canned letters. The medical records are there. If you are not going to be truthful then I will have to take this matter to arbitration because Kaiser has chosen to drag this process out when it is not needed to be dragged out.
Business response
01/17/2024

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
01/17/2024

Complaint: 21145013

I am rejecting this response because Kaiser needs to tell me the process for arbitration. This message is just the typical response from Kaiser.
They will lie about the facts of the case. Please tell me the process for arbitration you have lied Kaiser and the facts are there the medical xrays state
that my finger is fractured which has impacted my quality of life and health. I don't want a canned letter I want arbitration so doctors at Kaiser don't make more
medical mistakes. I am not going to wait 30 days for the typical letter the facts are there the Kaiser doctors need to be held accountable for this medical malpractice.
Honestly I can not even find the arbitration process online nor in customer service and don't tell me to go to an attorney when the facts in my medical record are clear my finger is broken

Sincerely,

*************************
Business response
01/18/2024

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
01/18/2024

Complaint: 21145013

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
12/09/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The behavioral health doctors cannot adjust their schedule for a paying customer. I'm having mental ********************** issues and cannot reach a doctor or get a doctor to contact me during requested hours. I'm playing phone tag with people. My wife has money taken out of her account for me to be covered. I need to be contacted by PR, CEO, or another executive. The supervisors of my doctor cannot reach me during proper hours. I'm having severe safety concerns and all they do is call the police.
Business response
12/11/2023
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
12/12/2023

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. I have an appointment with ************

Sincerely,

*************************
Initial Complaint
11/08/2023
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.
************************* of the Kaiser ******** orthopedics center is a con artist. He's attempting to collect on several patients by leaving voicemails and billing the customer without their consent. My surgery at the center was not optimal. Several months out from the surgery and I am contemplating finding a new surgeon to fix the issues with my foot that ************ caused. My foot is in a great deal of pain but Kaiser is more concerned with paying ************ than treating me.Kaiser Permante has 0 mental health support. They treat you like an insane person even if you just have anxiety or depresssion and say there is 0 available appointments within 6 months. Do not pay your employer for a Kaiser plan. You are better off looking for a private company that has *************. He left several voicemails and I have just found out that Kaiser Permanente is attempting to send me to collections due to these charges I was unaware of.
Business response
11/09/2023
Good day.
This issue has been received and a case generated. This will be handled through the internal grievance process and the member outreached directly.

Customer response
11/09/2023

Complaint: 20845096

I am rejecting this response because:
Kaiser has not adjusted billing. They are trying to scam $220 from me in appointments that never happened. They have attempted to send me to collections despite me having a payment plan in place.

They have not assisted in any way during this process. They have ignored my past 6 emails without acknowledging that ************ is trying to scam me.
Sincerely,

Teagan *****
Customer response
11/21/2023
Kaiser had not responded to me at all. They sent me to collections over phone appointments that never happened. This is called fraud and Kaiser is stealing. Why are you closing this case when it is an active issue?
Send this to the local *** field office so they can take over. This is insanity
Business response
12/11/2023

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
12/20/2023
Do not close out my case please! Kaiser has refused to respond to me. Im in dire need of assistance. They can't keep getting away with this.
Initial Complaint
09/29/2023
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.
First starting in early October of 2022- I complained of abdominal pain for months which didnt have a resolution until February of 2023- after I basically told them my diagnosis several times- as I was in extreme pain the providers and staff made me feel ashamed of myself- drug seeker- literally telling me my illness was in my head! Second I find Kaiser to be the most inconsistent incompetent inconvenience of care ever offered- considering we pay for our insurance and everything is basically within Kaiser- it should be all of the above. Ive honestly never been treated so poorly in my life by a health care provider. Dr. ******** basically made me feel threatened after I left an appointment I had with him because I was embarrassed that I and everyone else could over hear him (through the thin walls of the office) speaking illy of me/ slandering my name. I never even had the opportunity to meet him in person. Plus I never received an apology or a call from the office manager. There is very little care offered in southern colorado- there should be better alternatives then referring to your poor local Kaiser providers here that basically dont give a s***
Business response
10/02/2023
We have received the member complaint. A case has been set up and
assigned to a Member Relations Case Manager for
response. We will respond directly to the member. Thank you

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