Complaints

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:04/20/2025

  Type:Billing 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.

  For the past year, I have reached out to Kaiser Permanente pertaining to my sons information being duplicated in a system. They unjustly tried to charge him for a visitation that he never had. In fact my son has never been seen at Kaiser Permanente. There is someone elseout here with my sons same name and similar birthdays as in which I have explained to them that if someone has stolen my sons identity, Iwill file a police report. They have reassured me that that was not the case, and they are supposed to have rectified the situation and separated the names and corrected the mistake. My sons name is ******* ******. We are still receiving billing statements from Kaiser Permanente in which now they are threatening to take it to a collection agency when my son has never been seen at Kaiser. I have told them over and over to correct this mistake in which they have yet to do so. Now there is an account balance on an account. My son has never had, and now it threatening to ruin my sons credit behind something that keeps happening.!! Before I further this case I am asking them again to correct this situation. I have made it my business to follow every step in the event that Ihave to further this to a legal council.

  Business Response

  Date: 04/21/2025

  Thank you for your response. Please be advised that once the authorization form is received we will respond directly tot he authorized rep ******* who filed the complaint on the members behalf)

• Initial Complaint

  Date:04/10/2025

  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 Friday, April 4, 2025, I tried to log into ****** to schedule an appointment for acid reflux issues but was unable to access my account. I assumed it was a technical problem. When I called, I was told there were system issues but was able to schedule a phone appointment for the weekend.Over the next few days, I continued receiving texts and emails from Kaiser, but I still couldnt log in. On Monday, April 7, I called again because I needed to make multiple appointments for my three children, follow up on medications, and communicate with their doctors. At that point, I was told that my access was removed due to a missed payment. I immediately made the payment to bring my account current, expecting access to be restored. Instead, I was told it could take up to two weeks for my account to be reinstated. This was incredibly frustrating and completely unreasonable. Ive had this account for over nine years and rely on ****** to manage care for myself and my children. Losing access without warning caused a major disruption to our healthcare. All three of my children see specialists. I was waiting for a message from my gastroenterologist, my daughter needed a refill from her dermatologist, and I was trying to schedule an allergy appointment for my son. I also have a trip coming up and needed to finalize care before I leave. Not being able to access ****** while still getting Kaiser messages made everything more stressful and confusing. When I spoke to a manager, she downplayed the situation and told me I could just call the doctors, which is unrealistic considering the long wait times and hold queues. She also suggested I make a new profile and request caregiver access for my children. This made no sense since Ive always managed their care from my account. I tried her suggestion anyway, but the system wouldnt let me create a new profile because my account already exists. I leave for vacation on a few days and need my account up before we go to have access to care

  Business Response

  Date: 04/14/2025

  Thank you for your message. We will be responding directly to the member.

• Initial Complaint

  Date:01/06/2025

  Type:Order 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.

  Kaiser Foundation ****************************Attention: Appeals Coordinator ******************** ***********************************************: ************************************** Fire Commissioner Consumer Services Division RE: Denial of Treatment for ******* *****, Medical Record #******* I am writing to formally contest the denial of treatment for my son, ******* *****, who is 18 months old. The recent decision to deny his ongoing treatment is not only completely unacceptable but also dangerous to his health and development. My son was approved for treatment in December and is currently receiving care at *************************************** (CHOA). The physical therapy sessions are critical for his growth and development, as he is still not walking at his age. The physical therapist has expressed serious concerns regarding his delayed mobility, and there is a recommendation that he may need to wear a brace to strengthen his ankles and core. This is a critical part of his treatment plan and cannot be interrupted. Denying him access to necessary care will directly affect his ability to progress, further delaying his development and potentially causing long-term issues. This situation needs to be rectified immediately. My son must not experience any lapse in treatment. The therapist has already outlined the next steps, including the use of a brace, and this cannot be delayed or denied. As a parent, I demand that this decision be reversed immediately and that the necessary steps be taken to ensure my sons treatment continues without interruption. If this denial is not promptly overturned, I will have no choice but to pursue further actions, including escalating this matter with the appropriate regulatory bodies and seeking legal counsel. I expect a response within 48 hours confirming that my son's treatment will continue without disruption.Thank you for your immediate attention to this matter.

  Business Response

  Date: 01/08/2025

  Good morning -

  Thank you for sharing the members' mother concerns. We have spoken with the members mother directly to address the concerns.

  Customer Answer

  Date: 01/08/2025

   
  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:11/22/2024

  Type:Product 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.

  On 9/16/2024 I submitted a request to the Kaiser ************ to have the initial decision for ************* reviewed (letter is attached). In response to my request I received a Letter of Acknowledgement dated 9/19 confirming my appeal had been received and assigned to an "Appeals Coordinator" and I would receive a response within 30 days and a written response if additional time is needed. To date, I have not received a response to my request; in addition, I have reached out to the assigned Appeals Coordinator 3 times, two voice messages were left with no returned call. The first call was on Nov 1, 2nd call was on Nov 12 and my final on Nov 14. Luckily on 11/14 I was able to speak with the "Coordinator" and was told she would follow-up with the correct department and return my call. Today over a week later I have not received any form of communication. The initial appeal that I submitted provided proof that the doctor/podiatrist referral that was denied based on the doctor not being a Kaiser Provider was in-fact incorrect (appeals letter and documentation is attached) .

  Business Response

  Date: 11/25/2024

  Thank you for the reaching out to us on behalf of our member. We will be responding directly to the member upon completion of our investigation.

  Customer Answer

  Date: 11/26/2024

   
  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 as long as I receive a phone call from the business. As of today I have not received a call
  
  Sincerely,
  
  ********** ******

• Initial Complaint

  Date:10/31/2024

  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.

  I am locked out of the kaiser permanente user portal to maintain procedure information, been locked out for a year with password issue, they can not reset it, and I am being denied access to the portal for no reason except their incompetence and disregard to my requests as a senior of 88 years old

  Business Response

  Date: 11/01/2024

  Good afternoon -

  Thank you for sharing the members' concerns. We will follow up with the member directly to address the concerns.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22497394
  
  I am rejecting this response because: Kaiser did not reach out to me and did not give me access to the portal, they are not truthful
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 11/04/2024

  Good morning,

  Thank you for sharing the members' follow up concerns. We have contacted the member directly to address the concerns.

   

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22497394
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:10/28/2024

  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.

  I have been with Kaiser since 2009, and always liked the ease to make appts and find care until this past year! Membership service/complain and grievance filing is disaster. Kaiser message is thrive- but they truly show no care about patients: they dont respond to concerns, playing games, shave pain killers instead of providing treatment. My past year, I have been struggling to schedule the same week specialty appointments: ent, podatry, orthopedic surgery, and now GE. I have been in extreme pain with my foot, hip, ear did hear, the wait time to see a specialist is at least 1 month!!! Terrible! How is patient supposed to thrive?? In pain?? My current situation is that I have been in pain near the belly button since early September, saw my pcp and another doctor, both recommended ultrasound which then I could not even schedule- nothing was available at all. Moreover I wanted to see my gastroenterology ** in September but there was no appt till late November! I spoke with **** chief ** ******, who just stated we dont have anything open until Nov 13, and she scheduled me for ultrasound during the same time, but my issue is I have been in pain since early September! Test showed I have hernia and continue to be in pain, my appt with GE still far away! Kaiser provides no solution! I did notice that ultrasound testing is understaffed so are specialty doctors such as surgery ***** and others speciality. Kaiser recruit more members but they forget about upping the staff! The service is terrible, difficult to get an appt with a specialty!I am in pain and cant even see anyone now because nothing is open, what if something happens to me while I am waiting to be seen? Will Kaiser take the responsibility due to lack of care? Where is customer service that I deserve? When can I get a caring answer and the same week appt due to my urgent needs? This needs to be ad**essed

  Business Response

  Date: 10/29/2024

  Thank you for the complaint. We will address the complaint directly with the member.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22480594
  
  I am rejecting this response because: I havent received any response directly - Kaiser still understaffed! Only few good doctors left. And those are double booked because others left. Can Kaiser recruit more doctors, motivate current to stay? Another urgent just left, vanished.. why? More patients .. less doctors where is the math??

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/06/2024

  Thank you for making us aware of the rejection. We will reach out to the member directly to address her concerns.

• Initial Complaint

  Date:10/16/2024

  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.

  I have been having a horrible experience with Kaiser & The marketplace. I obtained coverage through the marketplace for kaiser. I paid the premium now a total of 10 times. Each time receiving a confirmation number. I also decided to CALL kaiser and pay the premium after so many issues of a promised enrollment and as time goes on its stuck in a loop of not being enrolled but cancelled and no notice is *****. I have called both kaiser and *************** nothing has been done to resolve this. I have called kaiser to resolve this abd file a complaint i have been hung up on, transferred into a queue with no answer while asking for a supervisor. A specialized team was supposed to contact me and of course weeks went on none did. notes and confirmation numbers gave been certified and noted on my account. I have having medical issues and need to see someone ASAP this has still not been resolved. I am wanting my policy reinstated effected 10/01/2024!!! Also a medical bill needs to be foxed. $200 bill for an xray i refused that i already had done that the doctor told me an error of her own now that **** is in collections . i already had the xray done outside if kaiser and because yall claim yall software is internal you all ordered a pointless xray for an area on my body im not experiencing pain for. kaiser im super dissatisfied!!!

  Business Response

  Date: 10/16/2024

  Good afternoon-

  Thank you for sharing the members' concerns. We will follow up with the member directly to address the concerns.

   

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22428852
  
  I am rejecting this response because:
  nobody contacted me nor can i sign in to see any communications. The membership enrollment issue still is not fixed their are enough notes on my account to fix the issue. 
  Sincerely,
  
  ********** *****

  Business Response

  Date: 10/17/2024

  Good morning -

  Thank you for sharing the members' concerns. We will continue to follow up with the member directly to address the concerns.

• Initial Complaint

  Date:09/27/2024

  Type:Order 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 9/20 went to Kaiser with excruciating back pain was given a ******* shot and sent home, went back on ,,9/21 same pain was given a Tramadol pill, heating pad and x-ray sent home. 9/22 Went to ***************** ER. Was given pain meds and CT scan revealing a significant bulging disc pressing against my nerve in my back. Was referred to ************. Contacted Kaiser 9/23 and they recommended I start with *************** and set up an appointment for a shot in my back October 14th. Because of the excruciating pain waiting that long did not seem logical. I contacted a Patient Advocate, filed a request for assistance and still have not heard back from anyone. Waiting almost 3 weeks to get relief from Pain does not seem to be humane. It's ***************!!!! There has to be some sort of urgency. I am unable to move, walk, shower and I'm high functioning autistic....so I take other medications and it's difficult to take care of myself. Please help me

  Business Response

  Date: 10/07/2024

  Good morning,

  We have directly reached out to the member to address her concerns. 

• Initial Complaint

  Date:09/18/2024

  Type:Product 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 am currently appealing a decision with a third-party short-term disability provider and have requested a letter from my doctor confirming treatment dates, diagnosis, and a general summary of our interactions to support my claim. On 8/28, I submitted a request for this letter via the ** Portal. After receiving no response within a week, I followed up on 9/5. As of 9/18, I still havent received any communication from my providers office. On 9/12, I escalated the issue to the Chief of Behavioral Health for the Southeast Permanente ************* as a last-ditch effort to get help, but this also yielded no response. My follow-up on 9/16 was similarly unsuccessful. I have been a Kaiser member since I was 10 years old and have never felt this overlooked in all my experiences. I truly value Kaiser, but I am urgently seeking assistance, as the short-term disability provider has set a 9/19 deadline. Please, please contact me as soon as possible.

  Business Response

  Date: 09/27/2024

  The member's concerns were addressed directly with the member and has since been resolved. The nature of the concerns included the member's PHI, thus, an update cannot be provided on this platform.

  Customer Answer

  Date: 09/27/2024

   
  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

  Date:08/12/2024

  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.

  I submitted two appeal requests to Kaiser Permanente one on June 21 for ******** care the other on June 28 for Lab Orders (both letters are attached). To date, my requests have gone unresolved and numerous inquiries for status have gone unanswered. It is well beyond the 30 day response time allowed per Kaiser's guidelines. I did receive two Letters of Acknowledgement confirming my appeals were received, the letter also provided the name of the Appeals Coordinator working on my case who I later found out is out of the office for an extended period of time. After learning this information I called and left a voicemail w/Kaiser's ************* On Aug 2 I received a returned call/voicemail stating my inquiry would be given to the Supervisor for resolution. Again, I received no response (this was over 10 days ago). In addition, I currently am waiting on a request for lab orders to be approved the Authorization request was sent to Kaiser nearly 2 weeks ago and I am still waiting on a response/ approval simply to have blood drawn. I live over 200+ miles from the nearest Kaiser facility, a request for labs should not take nearly 2 weeks.

  Business Response

  Date: 08/13/2024

  Good afternoon-

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

   

  Customer Answer

  Date: 08/13/2024

   
  Better Business Bureau:
  
  I received a phone call  today, 8/13/2024 from the business in reference to complaint ID ******** - the business agreed to pay both claims and said I would receive written confirmation from Kaiser Permanente verifying agreement to pay both claims. As long as the claims are paid and I receive correspondence via USPS the resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************