Business Profile

HMOs

Kaiser Permanente of Colorado

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Complaints

This profile includes complaints for Kaiser Permanente of Colorado's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

40 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:02/01/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying for quite a while to see what my benefits are online. Every time I go to the site I get an error message. I've chatted with **** through their online chat feature. I've also called in numerous times to troubleshoot with no resolution. I called in a while back and was told a ticket would be opened for my issue. I asked them to mail me a copy of my benefits, they refused. Then I called back a week or two later to see how the opened ticket was moving along and was told that the original ticket was not actually submitted and they would have to start over. What a joke. How is it that you have no way to show a paying customer what their benefits are. That you refuse to mail them a copy of their benefits. This is unacceptable.
Business Response
Date: 02/03/2025
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 Answer
Date: 02/14/2025
I have been getting bounced from department to department, person to person at Kaiser. They refuse to look at their system or put me in touch with anyone that cares or will help me. This is the latest email I received from them.

Dear ****,

Hello from Kaiser Permanente Technical Support.

Please contact ************************** and tell them you need to make your Binder Payment, then try again and reply to this email if you need further assistance.

Thank you for your patience.

Sincerely,

Ivn ****** *****
Business Response
Date: 02/20/2025
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 Answer
Date: 03/04/2025
the issue with Kaiser has been resolved. Thank you for your help.

****
Initial Complaint
Date:01/15/2025
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kaiser has continually lied about the actions of Dr. ****** **** since Nov 2023 who as committed medical malpractice. I have asked continually that they go back to the patient medical records. I have sent the medical records to the Legal and ********************* have not been ethical with me as well. All anybody at Kaiser wants to do is to continue to lie about the situation and cover this up. Now I have asked for the case manager notes for my letters over the last 90 days and been denied for which I am legally entitled to as well. I also request that ****** *. do not reach out to me because they can not be trusted as they have lied to me in the past in addition to bullying me and I have even put in requests to the legal department and compliance department regarding this person and I am getting letters.
Business Response
Date: 01/15/2025
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 Answer
Date: 01/15/2025

Complaint: 22813030

I am rejecting this response because this business consistently has not done their research on this matter. As noted in my initial complaint I need to see
that this matter is being taken seriously and the items that I have inquired above need to be been delivered to complainant.
Those items include the review of patient medical history not just conversations. The case management notes for the period noted in the
complaint.

Sincerely,

**** ********
Business Response
Date: 02/05/2025
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 Answer
Date: 02/05/2025

Complaint: 22813030

I am rejecting this response because company has NOT done their research. That I have asked them to do over and over. They need to review the medical files themselves that have been sent and it should be noted that Kaiser legal department and compliance department also has this complaint and they have ghosted me which is unprofessional. I should add that this company STILL has not sent me the case manager notes that I have requested for the past 120 days. This case is NOT resolved. This case will NOT be resolved until Kaiser admits guilt for which the supporting documentation that has been sent will show that Dr.****** **** and Dr. ***** ********* are both guilty in this matter.

Sincerely,

**** ********
Business Response
Date: 02/19/2025
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 Answer
Date: 02/19/2025

Complaint: 22813030

I am rejecting this response because: Kaiser has continually put off this request. The request is 120 days. My initial request was 90 days and they have gone beyond 90 days. Now this up to ***************************************** providing this request. The case manager is knowingly trying to hide information from the patient which is not ethical. It should be noted that matter from member services has also been reported to Kaiser legal and compliance. It should also be further noted that Kaiser Legal and Kaiser Compliance have yet to reply to my messages for several months which I find rude and unprofessional as well for which I have also noted this to Kaiser member services with no resolution. It should be stated that the issue with Dr. ****** **** and Dr. ***** ********** is not RESOLVED as both of them are guilty of medical malpractice for which the Legal and ********************* have the information and also also hiding behind the material facts that are in the patient medical record that has been sent to ********************** legal and compliance in addition to noting this fact in the complaints filed with Kaiser member services. Again no records have been received that have been requested. It is unacceptable for a member to wait this amount of time and have to continually request this information over and over. The business is going to state that they have 30 days but 30 days has passed but again no notes have been received by the Kaiser member.

Sincerely,

**** ********
Initial Complaint
Date:01/10/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife, whos is a heart transplant, recipient is literally starving to death and gmhas been for months. Kaiser is delaying service to her for months in the future and not addressing the issue. What little she can eat, she throws up, including routinely throwing up her anti rejection meds. I will pay $38k in out of pocket/premium expense this year and Kaiser is failing to provide anything close to appropriate health care. They dont return calls/messages or when they do they schedule treatment/appointments 60+ days in the future. If the BBB cannot resolve this issue, I will be seeking legal representation.
Business Response
Date: 01/13/2025
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 Answer
Date: 01/16/2025

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
Date:12/23/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
During a 20-minute visit to the Ear, Nose, and Throat (ENT) specialist, the doctor performed a nasal endoscopy diagnostic, which I doubt lasted more than 3 minutes, to check my sinuses. I had already paid $40 for the visit and was never informed before she introduced the device into my nose that this diagnostic would cost me an additional $732, from which I ended up paying $447.I wasn't unconscious, and the doctor could have given me a heads-up that this diagnostic would cost $447. During the same visit, she did inform me that the *** scan she recommended would incur additional costs. I remember the long pause she took after mentioning the endoscopy. I have complained several times, and all I get is, "We are sorry you feel that way, but your plan only covers this and that," which misses the point.The issue is that I would have paid if they had been upfront about the cost. Instead, they performed this diagnostic without informing me of how expensive it was. They don't care about the patient as they claim. If they actually cared, they would train their doctors to disclose such costs. I did not agree to this diagnostic. When you go to a dentist, they ask you first if you want fluoride, a filling, a root canal, or anything else before they do it. They dont just do it without your ********** is wrong, deceiving, and dishonest. If I could afford to take them to court, I would, even if it would cost me more than the visit. But they know that I can't afford it. I realize that under the guise of being an HMO, they can be as bad as any other healthcare plan and take advantage. My problem with Kaiser has been twofold: a doctor *** doesn't perform a diagnostic because they think it is too expensive, and one *** does it without telling you the cost. If the issue is timing and I would have taken too long to find out on their app the cost of the endoscopy, I could have asked my AI assistant right there. Only the doctors know their actions have additional costs involved.
Business Response
Date: 12/24/2024
Good day,
The following issue has been received and will be responded to through internal process.
Customer Answer
Date: 12/24/2024

Complaint: 22726272

I am rejecting this response because:
Their response just tells me to call another person so they can repeat the same litany. I don't have additional questions to their resolution. They took advantage and charged me for a service I did not ask for, simple as that.
The irony is that they have the "No Surprise Act" on their own site, yet they did not provide me an estimate for this unrequested diagnostic. I did not agree to be charged $700 for this 3 minutes service. They like to say I only have to pay $400+ of this amount, as if that will make me feel less robbed. The fact is they don't even try to fix the problem. I am supposed to accept that I may be charged whatever outrageous amount they want after the visit, without any responsibility on their part to inform me of how expensive the diagnostic would be. The doctor knows how much it costs; it's not the first time she's done it.
I will submit a grievance with the No Surprise Act. I may not get my money back, but I hope that after reading so many complaints, they will at least train their doctors not to provide services during a standard visit without patient approval. For instance, Kaiser asked me to pay almost $300 before they performed emergency gallbladder surgery the same night. They didn't just proceed and charge me afterward. So they know when to ask and when to stay quiet.
"Under the law, health care providers need to give patients who dont have certain types of health care coverage or who are not using certain types of health care coverage an estimate of their bill for health care items and services before those items or services are provided."
Like I said, I making record of this on the BBB side, not expecting them to act in good will or try to prevent this from happening to anybody else. I am supposed to understand that they have no idea on how much a Doctor will charge, but I am supposed to understand. I choose this Doctor from the list of Doctors within their own site. There was no other doctor or location to go, only this location was available. Wasn't this Doctor within the Network?
I plan to speak out to everyone during the Kaiser presentation at my company, to all my colleagues. I will bring it up, and let them know to watch out.
******************************************************************************************************************
Sincerely,

Kadina ****
Business Response
Date: 01/09/2025
Good day,
The following issue has been received and will be responded to through internal process.
Customer Answer
Date: 01/11/2025
I wasnt sure why Kaiser Permanente sent me the letter on January 9, but I believe they only received the communication I posted here yesterday. They reached out and provided an apology, though their resolution department took minimal responsibility. They expect patients to understand what services may be costly without proper guidance and defend their actions by citing their inability to track multiple health plans, within Kaiser. My type of health plan should be the first thing a doctor see. I wan't unconscious, it wasnt an emergency. there was no excuse to not ask me first. ******* *., the Claims Specialist, gave a response lacking accountability, essentially shifting the burden onto the patient.
In the other hand the person who called me, likely the department head, showed genuine interest, acknowledged receiving similar complaints, and indicated they would be more proactive in the future. I also noticed a website update suggesting they might start providing cost estimates for certain specialty visits, though this may be a result of broader complaints, not just mine. Still, I believe they act dishonestly, knowing what they do without genuinely caring.
Natalies lack of accountability was disappointing, and it felt like her response did more harm than good. Kaiser operates like two distinct branchesprimary care, which denies basic requests even when patients offer to pay (e.g., a ********* test), and specialists, who dont hesitate to charge high fees for procedures like a $500 nasal tube insertion.
While the call left me somewhat at peace, I cant say Im satisfied. They ultimately have the upper hand, prioritizing profit over patient care and hiding it well.
Thank you, BBB, for following up on this matter.
Kind regards,KR

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,

Kadina Rich
Initial Complaint
Date:12/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tried to make an appointment. When I called in, they couldnt find any openings and I was told to call in first thing next morning to get a day of appointment. Called in the next morning and was told I no longer had health insurance through them. Funny because they took my money for the month just 2 weeks ago. I was sent in circles passed from person to person, hung up on, sat on hold. This was only my second time trying to use the insurance in the past year that Ive had it and it was just as horrific an experience as the first time which took 5 appointments before I actually got to see someone. Freaking fraudsters just like ***. I pay my premium on time every month and cant get a simple appointment with a doctor.
Business Response
Date: 12/16/2024
Good day,
The following issue has been received and will be handled though internal process.
Best,
***** T
Initial Complaint
Date:11/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kaiser switched their entire system over making it impossible to log in or make any changes, updates or appointments directly through their platform. In the process my payments did not get processed properly and they entirely failed to notify me of any of it. I was only notified several months later by one of my on network providers. After which I reached out to Kaiser directly, spending about 6-8 hours on the phone with multiple agents who gave me the run around and no helpful resolution. Finally an agent said we are just the provider of the insurance but you need to call the state and when I did, the state verified my coverage was still showing up as active on their end. Kaiser refused to accept payments from me without any valid reason. Hence they have cost me thousands of dollars out of pocket due to their own failings and negligence. I have NEVER in my life had such a terrible experience with a health insurance provider before.
Business Response
Date: 11/21/2024
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
Date:11/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kaiser Permanente continues to harass me over money I do not owe them. This stems mainly from their own problems with their billing system. They have even sent me an email confirming I was signed up for this system on November 6th. At this point I'm of the opinion that they're harassing me but I would rather they stop this than have to inform the authorities.
Business Response
Date: 11/20/2024
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!
Initial Complaint
Date:09/24/2024
Type:Sales and Advertising Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kaiser Permanente continues to spam call me despite me emailing in more than a dozen requests for them to never call me for routine calls, I've stated every time that my cellphone is reserved for medical emergencies and instead they keep spamming me. Kaiser Permanente also regularly broke *****. They would contact my family members in attempt to collect a fake bill that never existed in the first place. Kaiser still employs the serial fraudsters that attempted to extort me.
Business Response
Date: 09/27/2024
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 Answer
Date: 09/27/2024

Complaint: 22332333

I am rejecting this response because:

Kp sent a resolution letter without resolving anything!
They are failing to acknowledge their errors. They are failing to admit to breaking Hipaa which is the central part of my complaint.

Kaiser needs to publicity explain to this post why they are contacting random members of my family and informing them of my health related issues. They are illegally using a database or something similar to get contact info for my family members.

Kaiser Permanente has engaged in fraud and serial harassment. They need to explain publicity why they are doing these things.

Do not close out this case just because they said " oh we sent him an email " they did not address anything mentioned in this complaint.
Sincerely,

Teagan *****
Business Response
Date: 10/09/2024
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 Answer
Date: 10/09/2024

Complaint: 22332333

I am rejecting this response because:
Kaiser has had several weeks to resolve and respond to my complaints. But they don't ever get back to me.
Do not close this out as they have not done anything but send Mr ************** letters saying they have my complaints. They just sit on these letters and never take corrective action.

They also are still harrassing me through text and phone calls.
Sincerely,

Teagan *****
Business Response
Date: 10/30/2024
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!
Customer Answer
Date: 10/30/2024

Complaint: 22332333

I am rejecting this response because:

Kaiser has done nothing for several months. They create half assed "resolution letters" that in no way shape or form solve the issue.

They need to answer why their *** felt it was okay to release my medical information without my consent.

Sincerely,

Teagan *****
Initial Complaint
Date:09/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 16 2023 went in for a outpatient procedure and was ************* home less than half a hour later and was bleeding profusely. Called the Kaiser general telephone line and the Kaiser personal called for a ambulance. Taken to the nearest emergency room and waited 5 plus hours waiting to be dispatched to a Kaiser affiliated hospital bleeding the whole time Finally taken to saint **** emergency room to be given blood and perform more surgery. Than held overnight to be watched.The next morning I had a appointment at Kaiser. When I didn't show up they called and asked where I was not even knowing I was in the hospital do to their negligence.They also didn't apply a wound vac when I was *********** to this situation I ask that all hospital and ambulance bills be taken care of. I also reject the response from Kaiser doctors they did nothing wrong protecting their own self interests.
Business Response
Date: 09/05/2024

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 Answer
Date: 09/05/2024

Complaint: 22240351

I am rejecting this response because:I have been assigned so called case manager that do nothing and say Kaiser did no wrong.

Sincerely,

*** ********
Business Response
Date: 09/18/2024

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!
Initial Complaint
Date:08/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Almost a month ago i had a seizure unexpectedly and had to go to the ** in an ambulance. I dont experience seizures so this was very scary and new to me. Ive been trying to get in contact with anyone at kaiser about getting things figured out quickly and it has been anything but that. The soonest appointment i could schedule was with a primary on the 26th of august ive never seen before and will likely not be able to dive into what i really need to know and I feel as though until that appointment, scheduling anything has been an absolute nightmare. Im concerned for my own health and if I had the money id just pay to check myself into a hospital and have them help me. Im upset i pay so much money every month for little to no help. Their app is very frustrating to navigate and even getting the bill from the hospital, Kaiser wants me to do my own leg work to even recieve my own bill stating i may be entitled to paying a lot. This feels unjust and like Im a spec of sand on an entire beach and im lucky to get help.
Business Response
Date: 08/15/2024

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!

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Kaiser Permanente of Colorado is NOT a BBB Accredited Business.