ComplaintsforKaiser Permanente

• Initial Complaint

  03/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was prescribed a sleep medication for difficult to treat insomnia by a sleep specialist who later moved after I was on the medication for many years. Another doctor took over and continued the same treatment. On Jan. 2, 2022, I emailed him and a week later was informed that he left Kaiser. Another doctor was assigned who did not feel comfortable prescribing the medication since it is an off-label prescription. She referred me to another doctor who also didn't feel comfortable with the medication which she feels is dangerous. I attempted to work with her to find a substitute medication but I am ultra sensitive to medication and she provided me with prescriptions that produced side effects that I couldn't tolerate. She also prescribed medications that I felt were even more dangerous than the medication that I stopped including one that is banned by several countries. We did not communicate well. She also suggested expensive non-formulary medications which she said would be safer but didn't request an exemption from Kaiser. I've been attempting to find another doctor who might at more as a advocate than a nemesis to no avail. I have spoken to Kaisers customer service on a number of occasions but have not been referred to another doctor who can help find a substitute for the medication that I had been successfully taking. My emails are frequently ignored. I am running out of sleep medication and have been suffering the consequences. I believe that I should have a choice of providers who can handle insomnia so I am able to find one who will partner with me so I can find a safe sleep medication. I have been frustrated in my attempts to secure another doctor.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am writing you regarding a bill by my insurance/medical provider that is claimed to be outstanding. For your information, I have a high deductible health plan (HDHP) and a health savings account (HSA) with *********. I received a bill from Kaiser Permanente for $349.92 sometime in September 2021. I paid the bill on October 5, 2021, using *********. The payment confirmation number is #####****.Around November 2021, I received another bill from Kaiser Permanente for the same amount. I contacted Kaiser’s customer service sometime in November 2021. I informed them I already paid. They claimed they did not receive payment. Around this same time in November 2021, I reviewed my ********* account and noted that the money $349.92 left my ********* account bank in October 2021. I contacted *********. ********* confirmed the payment went out to Kaiser Permanente and that the payment was processed. The money in the amount of $349.92 is no longer in my ***** **** account. I obtained a copy of the payment confirmation via email. In November 2021, I provided Kaiser Permanente billing department with a copy of the confirmation of payment by mail. This included the transaction date, transaction amount of $349.92, and the transaction confirmation number of ####0521. This also included a contact number for ********* for ********* to provide more information for locating payment at ###-###-####. In the end of January 2022, I received another bill from Kaiser Permanente claiming that I still owe the same amount of $349.92 for the same service date. ********* claims they transferred the money and deducted from my account. Kaiser claims I never paid the bill and that I never contacted them. However, I contacted them twice by phone and now three times by letter showing proof of payment. The last time I called them they hung up on me. All I know is I am out of $349.92 from my HSA account and now Kaiser Permanente is threatening to send my alleged unpaid bill to collections so it can

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am having so many problems with receiving service from Kaiser and Apria regarding my cpap supplies and equipment. I am a Kaiser member. They recently switched how they handle cpap supplies and equipment. They outsourced it to Apria. It used to be done by the sleep department. Apria has been, well the words I want to use are not nice. At this point, I could write a small book about my phone calls and their terrible, inept customer service. ********************** sent a postcard in the mail about how great and easy would be with Apria....it has been terrible. I call and most of the time they Apria has me on hold for long periods of time. Many times they did not have the information. These reps. are very disorganized and do not have a good handle on fulfilling the purpose of my calls. Kasier should be working with Apria to make this easy. The sleep department does not help me at all. I have emailed them multiple times. What do they even do over there??? I am sick of it. I get ping-ponged between Kaiser and Apria. Apria says we don't have the paperwork. Kaiser says we sent it, they should have everything. I am having problems with ordering and billing with Apria. I have spent hours over weeks making numerous calls and have not been able to solve theses problems. It is circular morass. I was writing this client while being on hold with Apria. I just ended the call with the Apria rep. that put me on hold like 4-5 times, and what do you think Apria said. We don't have the paperwork, you will have to talk to Kaiser. You guys(Apria, ***************** and Kaiser) have failed me miserably.

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