ComplaintsforKaiser Permanente of Washington

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Initial Complaint
08/28/2024
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 have not able to schedule a preventive care appointment or filing a complaint for a service that I have received because the conversation has been disconnected by Kaiser staffs who constantly blame on the bad connections or miscommunications.
Business response
09/04/2024
Dear Better Business Bureau (BBB),
Thank you for your notice about a concern brought to your office by the individual named in your letter dated August 30, 2024.
Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB.Therefore, this response is acknowledgement that we are in receipt of this concern. If this individual received services at a Kaiser Permanente facility,we will forward this complaint to Member Relations to investigate and provide resolution. Upon the completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.
Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership.
If the individual named in the complaint wants assistance in the meantime, they can alternatively reach *************** by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.
Sincerely,
**************
Member Relations Coordinator
Initial Complaint
08/15/2024
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.
My name is *****************, and I am a member of Kaiser Permanente through my employer, with Member ID ********. I am writing to formally request an immediate resolution regarding the coverage of a Typhoid oral vaccine, which I picked up from the Kaiser Northgate Pharmacy. Despite having medical insurance coverage through Kaiser, I was required to pay $132.19 upfront for this vaccine, as the pharmacist incorrectly informed me that it was not covered under my plan because it was a travel medication.Since then, I have contacted Kaiser member services and the pharmacy multiple times to clarify this matter. Unfortunately, each conversation has only added to the confusion. I have received contradictory information from different agentssome confirming that the vaccine is covered, and others stating that it is not. On August 9, I spoke with the head pharmacist of mail order, who confirmed that the vaccine was indeed covered, and informed me that the prescription was being reprocessed. However, when I followed up today, I was once again told that it is not covered, and that there was nothing they could do because "the computer wouldn't let them."This inconsistency is unacceptable, particularly given that my plan description ("2024 Summary Plan Description") explicitly states on Page 216 under "Covered Drugs": This benefit covers: Prescription drugs, including medications and injections, for anticipated illness while traveling.Given this clear language, I request that Kaiser Permanente honor the terms of my plan and promptly refund the $132.19 that I paid for the Typhoid oral vaccine. Additionally, I would appreciate a definitive explanation of why there has been so much contradictory information provided and how this issue will be rectified to prevent future occurrences.
Business response
09/12/2024
Dear Better Business Bureau (BBB),
Thank you for your notice about a concern brought to your office by the individual named in your letter dated August 16, 2024.
Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB.Therefore, this response is acknowledgement that we are in receipt of this concern. If this individual received services at a Kaiser Permanente facility,we will forward this complaint to Member Relations to investigate and provide resolution. Upon the completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.
Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership.
If the individual named in the complaint wants assistance in the meantime, they can alternatively reach *************** by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.
Sincerely,
******************
Member Relations Coordinator
Initial Complaint
04/03/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My daughter and I were enrolled in an insurance plan through Kaiser Permanente at the start of 2024. We paid the ***************** premium and set up auto pay. In February, the auto payment did not process due to a glitch in the Kaiser website. The card used for autopay was valid and used successfully for autopay in January. I was notified on February 22 that the autopayment did not process. I called Kaiser and was told their autopay system was having issues. I manually paid in full for the February and *************** premiums on March 5. On March 22, I received a letter from Kaiser stating that my insurance policy was cancelled effective January 31 due to non-payment of premiums. I filed an appeal requesting reinstatement of the insurance policy, noting that the premiums were paid in full. Kaiser denied the appeal. Kaiser has acknowledged receiving the premium payments and has stated they will refund the premium payments for February and March, however they are still claiming the policy was cancelled due to non-payment of premiums. Because Kaiser is claiming that the policy was cancelled due to non-payment of premiums, I am unable to sign up for another policy or qualify for COBRA. My daughter and I are effectively banned from signing up for health insurance for the remainder of 2024 because of Kaiser's refusal to accept our insurance premium payments and back date the policy cancellation date. In 2023, I had two unexpected surgeries and paid the legal maximum allowable out of pocket amount. In 2023, I also had a one month late payment of my insurance premium and Kaiser did not cancel coverage or threaten to cancel coverage. It is my belief that Kaiser cancelled my insurance coverage this year because they saw me as high risk and non-profitable. Kaisers actions violate my legal right to health care. My request to Kaiser is to either reinstate the policy, or provide a policy cancelation date of March 31 to allow me to sign up for health insurance elsewhere.
Business response
04/08/2024
Hello,
We have sent the member an acknowledgement letter regarding their grievance on April 5, 2024.
Their filed complaint (grievance) is currently under review and awaiting further investigation with our ********************** However, I have confirmed that on April 3, 2024, one of our representatives did submit a request directly to our ********************* requesting to refund the member in the amount of $1,465.92. The member was advised to please allow 7-10 business days for this process.
We will notify the member directly once the grievance process has been completed.
Thank you!
Customer response
04/08/2024

Complaint: 21528173

I am rejecting this response because:
The health insurance premium was set up to autopay. The autopayment processed successfully on 1/2. Kaiser's payment processing system failed to process the Feb autopayment on 2/2. This was not due to any issue with the credit card or account balance. On 2/22, I set up a new credit card for autopayment and set the payment to process on 2/29 to pay the Feb and Mar premiums in full. Kaiser's website again failed to process the autopayment and I received a message on 3/1 stating that the autopayment was not successful. Following this, I called Kaiser by phone regarding the unpaid bills and was told over the phone that Kaiser's system was having issues with processing autopayments. I then made a manual payment on 3/5 for the Feb and Mar premiums, paid in full.

It was after paying the premiums in full that I received a letter from Kaiser notifying me of the coverage cancellation, effective 1/31. Throughout this process, I have made a good faith effort to pay the premiums in full and on times. Kaiser's payment processing system had failures which affected my ability to pay the bills on time. Ultimately the policy premiums were paid in full on March 5.
Even after receiving the letter of cancelation from Kaiser, my account remained enrolled in autopay. I finally received an autopay cancelation notice from Kaiser on 4/5.
The non-payment of the insurance premiums were due to a processing issue on Kaiser's end. There are two outcomes to the situation that would be acceptable to me: 1) Reinstate my insurance coverage with Kaiser and I will continue to pay the monthly premiums. 2) Cancel the insurance coverage effective March 31 which is the date that the insurance premiums have been paid through. I will then be able to enroll in insurance through a different provider.

Sincerely,

***************************
Business response
05/02/2024
Dear Better Business Bureau (BBB),

Thank you for your notice about a concern brought to your office by the individual named in your letter dated Apria 25, 2024 and was assigned an ID of ********.

Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB. Therefore, this response is acknowledgement that we are in receipt of this concern. If this individual received services at a Kaiser Permanente facility, we will forward this complaint to ****** Relations to investigate and provide resolution. Upon the completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.

Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership.
If the individual named in the complaint wants assistance in the meantime, they can alternatively reach ****** Services by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.
Sincerely,
******************

****** Relations Coordinator
Customer response
05/02/2024

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
02/26/2024
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.
Dear ********************************************************************* I have contacted your company for insurance information and your call center transferred me through the scope of support via phone: *************. I explained to the female on the phone that I was waiting in line to retrieve assistance regarding my copay refund. Then, she argued with me then hung up the phone at 14:27 - 14:31 ****** PT. I received an Automated call-back service to the number ************. I will need further assistance regarding my account and refund. I would also like to file a complaint against your call-back service and firmly deliver a citation upon the complaint.Kaiser Permanente ******* Services complaints listed in the following: - No name (Staff member)- Voice Phishing (fraudulent service practices)- Hung up (without survey)- Didnt call back ( waited ten minutes)- Didnt transfer the call (I asked to be transferred to a manager or different agent)- Didnt have the support to find customers information (provided all information to different departments that pulled up my info. Then, transferred me to that department)- Argued on a dedicated line (wasting time arguing)- Hung up twice (hung up and your first call accepted the call then hung up)- I think your *********** Manager appointed the command to hang up the call (monitoring all call lines in a call center [something like webex or Skype where they can review the agent]) (I work in a call center to monitor calls and recorded lines. And I mute myself as a host. Then, followup with the advocate.- Targeting their enemies/ Members in the insurance group (for peace of mind / using you services to interact with consumers to argue their point of view). PDF FILE ENCLOSED FOR YOUR REVIEW
Business response
03/11/2024
Thank you for your inquiry. Kaiser Permanente will review the issues raised and respond directly to ***************************, who will be receiving a letter of acknowledgement from Kaiser Permanente within 5 business days.
Customer response
03/13/2024
I have the card information. However, your company block the MEDICAL ID NUMBER for online account access. Your staff is responsible for ensuring that I have full access to my account and copay refund

Contact me ASAP
Customer response
03/13/2024
I have the card information. However, your company block the MEDICAL ID NUMBER for online account access. Your staff is responsible for ensuring that I have full access to my account and copay refund

Contact me ASAP
Customer response
03/13/2024

Complaint: 21351290

I am rejecting this response because:
nothing has been resolved Your company is unhappy with their careers find a new career I recommend to zoom chat with your partner in the Western region directors.

Sincerely,

***************************
Initial Complaint
01/17/2024
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 signed up for Kaiser Permanente's individual health plan on 12/29/2023, application ID: ********* The plan is the Flex Bronze. It was supposed to go active on 2/1/2024. My conditions have changed and I no longer need this plan. I spent 4 HOURS on the phone trying to cancel this application. They redirected me 15 TIMES, to multiple phone numbers, chats, locations. Every person I call tells me that's not with them, it's somebody else. These are the last 4 numbers they made me call:************* ************ *********** *********** Every single call takes several minutes and ends up with the person saying they can't do anything. When I ask to speak with a supervisor, they simply hang up on my face. I sent e-mails, sent complaints to their customer complaint forms. There's literally a support chat after I login to their website and that person too says it's the wrong chat and they can't do anything. When I asked to call their superior, the chat went mute. I have exhausted all channels, this is insane!
Business response
01/23/2024
Dear Better Business Bureau (BBB),

Thank you for your notice about a concern brought to your office by the individual named in your letter dated January 17, 2024.
Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB. Therefore, this response is acknowledgement that we are in receipt of this concern. If this individual received services at a Kaiser Permanente facility, we will forward this complaint to ****** Relations to investigate and provide resolution. Upon the completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.
Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership. If the individual named in the complaint wants assistance in the meantime, they can alternatively reach ****** Services by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.
Sincerely,
**************
****** Relations Coordinator
Coverage provided by Kaiser Foundation Health Plan of Washington or Kaiser Foundation Health Plan of Washington Options, Inc.
Customer response
01/23/2024

Complaint: 21159001

I am rejecting this response because:
The phone they suggested me to me to call has been called multiple times, as well as several other phone numbers that they provided. Absolutely nobody in those phone calls was able to do anything about my request to cancel this plan.

Sincerely,

***************************
Customer response
02/03/2024
My account remains open and Kaiser Permanente continues to ignore my request to cancel this account.

Thank you
Business response
02/12/2024
Dear Better Business Bureau (BBB),
Thank you for your notice about a concern brought to your office by the individual named in your letter dated February 7, ****.

Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB. Therefore, this response is acknowledgement that we are in receipt of this concern.
Our ****** ******************** provided our member with a formal written response to this issue on February 9, ****. Our member should allow 7 to 10 business days to receive our response via mail.

Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership.
If the individual named in the complaint wants assistance in the meantime, they can alternatively reach ****** Services by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.

Sincerely,

******************
****** Relations Coordinator

Coverage provided by Kaiser Foundation Health Plan of Washington or Kaiser Foundation Health Plan of Washington Options, Inc.
Initial Complaint
12/23/2023
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.
****** is a budget health care provider. They re EXTREMELY understaffed. You come into urgent care with any symptom and you are met with a 2-3 hour wait. Then the customer service staff is extremely rude and will give you attitude if you ask how much longer. They also will lie to you and tell you this is how long everyone waits regardless if its ****** or a normal hospital. They lie to you. Make you sit and wait in pain for hours. Then they are so confused about what is even happening when you do get scene. The nurse didnt even seemed like she was trained correctly. They make it so difficult to see a doctor so you wont come back in the future. Luckily I was able to switch my insurance to BlueCross. Anyone who is considering ****** should listen to this warning and go elsewhere. Please, for your sake and your families sake. Dont go to ******.
Business response
12/28/2023
Hello,
Kaiser Permanente Washington does not have a member by the name of ***************** with coverage (or previous coverage) with the corresponding phone number provided of **************. We have attempted to make outreach to gather additional information, with no response. At this time, we are unable to move forward with the complaint. Please have the member provide their member ID if they would like to proceed.

Thank you,
Initial Complaint
12/04/2023
Complaint Type:
Delivery 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.
On 11/17/2023, a nurse submitted an order for some medical supplies that I was unable to obtain on my own. Kaiser Permanente's response was to cancel the order and tell me that it was not a covered benefit instead of ordering the supplies and at the very least, charging me for the items. However, since they chose to just disregard my needs, I ran out of the required supplies and my health suffered for it. After reviewing my coverage I do not even understand why they told me that it wasn't covered when my health plan seems to clearly state that the supplies should be covered.
Business response
12/08/2023
Dear Better Business Bureau (BBB),
Thank you for your notice about a concern brought to your office by the individual named in your letter dated December 4, 2023.
Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB. Therefore, this response is acknowledgement that we are in receipt of this concern. If this individual received services at a Kaiser Permanente facility, we will forward this complaint to ****** Relations to investigate and provide resolution. Upon the completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.
Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership.
If the individual named in the complaint wants assistance in the meantime, they can alternatively reach ****** Services by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.
Sincerely,
**************
****** Relations Coordinator
Coverage provided by Kaiser Foundation Health Plan of Washington or Kaiser Foundation Health Plan of Washington Options, Inc.
Initial Complaint
11/16/2023
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.
To Whom It May ******** I believe Kaiser Permanente (KP) had been carelessly providing treatments over the past few years. For instance, in one of my encounters, a preventive care visit was scheduled on October 04 for discussions of health improvements; however, the visit became a combination of the preventive care and a regular visit. While each of the visits requires a certain amount of time to give me time to discuss deeply about my health concerns, KP has quickly and carelessly combines those visits into a single visit to prevent me to have enough time with a doctor for my health improvements or discuss about my health concerns. In another instance, without having enough staffs to monitor my allergy during a visit at KP clinic, I was transferred to a nearby emergency room and left there for hours without attentions from any medical personnel. Or, a flu vaccine appointment was scheduled in response to a covid vaccine appointment request. As a result, I have been responsible for ridiculous medical charges. Although, in my case, there are helps from healthcare insurance, I think these medical charges will be a sufficiently large amount for those without healthcare insurance and being treated at Kaiser Permanente clinics. If this complaint is necessary to be filed with a different agency, would you please provide me some contact information so I can effectively convey my concerns to receive better treatments in the future. Thank you for your time.Best,****.
Business response
11/22/2023
Dear Better Business Bureau (BBB),

Thank you for your notice about a concern brought to your office by the individual named in your letter dated November 17, 2023.
Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB.Therefore, this response is acknowledgement that we are in receipt of this concern. If this individual received services at a Kaiser Permanente facility,we will forward this complaint to ****** Relations to investigate and provide resolution. Upon the completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.

Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership.

If the individual named in the complaint wants assistance in the meantime, they can alternatively reach ****** Services by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.

Sincerely,
**********************
****** Relations Coordinator
Coverage provided by Kaiser Foundation Health Plan of Washington
Customer response
11/27/2023

Complaint: 20882164

I am rejecting this response because: I have not recevied any responses from Kaiser to indicate a few minutes left of preventive care session can be used to cover the entire regular office visit. Half of the truth cant be considered as the whole truth. A concern of a patient being responded by a doctor is not equivalent to a diagnostic-treament process. Like smelling a red wine is not equivalent to wine tasting.
Therefore, a 20 minutes of preventive care session cant be a combination of a preventive care and a regular office visit. If the concern of the patient being responded by the doctor was equivalent to the diagnostic-treament process, the visit on October 4 should had been longer than 20 minutes to carefully cover the diagnostic-treament process. As a result, I believe I am being billed for more than the service I received. If you have a chance, please provide me some contact info of agency to oversee the healthcare insurance industry so I can concurrently file the corresponding complains. Thanks for your helps.

Sincerely,

*******************
Business response
12/12/2023
Dear Better Business Bureau (BBB),

We want to assure you that we take these matters seriously and have been actively working to address them. A letter dated November 22, 2023, was sent directly to the individual who filed their concern to the address on file. And again, as previously stated upon the completion of the investigation no later than 30 days after receipt of their concerns, we will contact the individual directly by letter with the outcome.

If the individual in the complaint would like immediate assistance or has additional questions regarding their coverage or billing. ****** Services can be reached by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.

Sincerely,
**********************
****** Relations Coordinator

Coverage provided by Kaiser Foundation Health Plan of Washington
Initial Complaint
10/30/2023
Complaint Type:
Order 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 attended a doctor visit on 8/15/2023 for painful skin growths on my ear. I received an online estimate from Kaiser for the visit (attached). After the visit I received a bill for $975.18, more than 3x that amount, and the growth wasn't successfully removed. I was not given any indication of the cost of the services, and was surprised to receive a nearly $1,000 bill for a 15 minute office visit. I had a nearly identical visit in 2022 and was billed significantly less (less than half). Not sure what other industry would allow for that level of non-transparency when it comes to providing services and subsequent billing.
Business response
11/01/2023
Dear Better Business Bureau (BBB),
Re: Complaint ID | ********
Thank you for your notice about a concern brought to your office by the individual named in your letter dated October 30, 2023.

Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB. Therefore, this response is acknowledgement that we are in receipt of this concern. If this individual received services at a Kaiser Permanente facility, we will forward this complaint to ****** Relations to investigate and provide resolution. Upon the completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.

Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership.
If the individual named in the complaint wants assistance in the meantime, they can alternatively reach ****** Services by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.
Sincerely,
******************
****** Relations Coordinator
Initial Complaint
07/21/2023
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.
I had called Kaiser to tell them I had recently had a victrectomy and was still having blurry vision. I had an Macular hole repair with my previous insurance and was due for my follow up appointment. When I called to make my appointment the gal in customer service first checked to see if my eye surgeon was covered, he was not. I was scheduled to see **********************. On 3/13/23 I saw ********************** & explained that my right eye still has a blind spot/blurry vision and I wanted to see if that was "normal" or if I needed an additional surgery. While ********************** did her testing she told me that my eye surgery was a major surgery and would take longer to heal. At the end of my appt she said, "I'm just going to give you your vision prescription since I did all the testing anyways." I didn't question it. A month or so later I received a bill for my eye exam, $197.83. I called to question the bill. I was told that "eye exam/vision prescription was not covered." However, when I called I had explained that I was due for a follow up and I wasn't sure who I should see because there are different types of eye doctors and I wasn't sure whom to see. I didn't want a typical eye ******** didn't need a prescription because I had already had all that prior to surgery. They said, "You have eye insurance, just have them pay it. I said I had already had my yearly eye exam and they would not cover another. So she made the appointment for Kaiser's doctor. I had to go through a dispute process. I received a voicemail a few days later. I called and she said I had money owing. I told her the ************* looked it up and stated that the bill was actually taken off and I owed nothing. Today I received another bill. This time additional charges were added, my bill was now even more $240.35, & additional $42.52 more than before. I called to dispute and question these charges. Today I was told that I, not only owe the previous amount, they discovered they had undercharged me.
Business response
07/24/2023
Re: Complaint ID # ********

Dear Resolutions Specialist:

Thank you for your July 21, 2023, notice about a concern brought to your office by our member.

Due to privacy reasons, we are unable to address our member's complaint in detail through this method. Therefore, this will be the only response the BBB receives directly from us.

In order to ensure our member's concerns are addressed, we have documented this complaint for our ******************** to research and resolve. We will contact our member directly by letter with the outcome of our review within 30 days of the date we received this notice.

If our member needs assistance in the meantime, they can reach ****** Services by phone at ************** or by email at kp.org/wa/email Monday through Friday, from 8 a.m. to 5 p.m.

If the BBB has any questions about this response, please call our ******************** at ************** Monday through Friday, from 8 a.m. to 5 p.m.

Sincerely,

******* L
****** Relations Coordinator
WA ************ Grievance Operations

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