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Business Profile

Health and Wellness

Kaiser Permanente

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

Customer Complaints Summary

  • 27 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/26/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 need to submit a complaint.i recently had a colostomy done by *********** I was under the impression my bowels would move with this procedure. But that has not been the case. Im still constipated with a bag hanging on me an in pain with no relief. I was kicked out the hospital before being helped with my issues. And now i cant get any help from to fix my issues. I was sent home without even knowing how to put on a colostomy bag. I still need help for my stomach or a new surgeon needs to help me because im in pain and constipated an miserable and need help.

    Business Response

    Date: 06/30/2025

    To: Better Business Bureau

    We have reached out to the member directly to discuss the concerns detailed in her complaint on June 30, 2025. The issues raised are being thoroughly investigated.

    As these concerns involve her Protected Health Information (PHI), we will respond directly to the at the conclusion of our review.

    Thank you.

  • Initial Complaint

    Date:01/14/2025

    Type:Product Issues
    Status:
    Resolved
    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 received mail from Kaiser at my friends parents home in **********. This is the address it was sent to:***** G ******** *********************************** I called twice and both times the representatives told me they were unable to do anything for various different reasons. I need to have my name and this address removed from your mailing service immediately. It is very annoying that I can't simply call to have my name taken off the list.

    Business Response

    Date: 01/14/2025

    Thank you for your outreach to Kaiser Permanente. We will notify the appropriate area for the processing of your request. Please allow up to 45 days for mail to be discontinued. If you need further assistance, please call our ************************** at ****************** hours a day, 7 days a week, and one of our representatives would be happy to further assist you. Thank you. 

    Customer Answer

    Date: 01/14/2025

    45 days does not sound like a reasonable amount of time to stop mailing your junk mail to someone else's address. The response I got did not sounds very confident that it would actually stop sending junk mail. 

    Business Response

    Date: 01/16/2025

    Thank you for your email.  This concern is under review through the Member Relations Department.   A representative will follow up with you directly to confirm the issue has been resolved.  Thank you for reaching out. 

    Customer Answer

    Date: 01/18/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ***** ********

     

  • Initial Complaint

    Date:01/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    About six months ago, my husband started to get confused and not understand what we are talking about. We found out he has autoimmune disease and we have been getting treatment through Kaiser Permanente. He is getting worse. They keep putting us on different treatments that are making him worse and they say that they want him to stay on it the same we try to get second opinions, but they do not want to get us out of our Zone, but there is nothing else that they are helping us with. We want others opinions, but they are not releasing him outside of the hospital. We feel that the care he is getting is not up to par and doctors arent giving us straight answers. They also try to say its from another operation he had with his prostate, but they are not sure They have been giving us unsatisfactory information and we are worried because now he has to early retire from his work because hes incapable of working like this please help us. We would like to get better healthcare for my husband.

    Business Response

    Date: 01/15/2025

    Thank you for your email.  I've forwarded this information to the Member Relations department.  A representative will review and follow up with the patient directly to address this concern.  Thank you for reaching out. 

  • Initial Complaint

    Date:01/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    1/6/25 Unable to get an appointment with a doctor in a timely manner. This is the 4 time in a row that I am unable to see a doctor. There is no emergency room with Kaiser in ********. I am paying for insurance that I cannot use when I need it most.

    Business Response

    Date: 01/07/2025

    Thank you for your email.  I've forwarded this concern to the *************************** for further review.  A representative will investigate this matter and follow up with the member directly to address this concern.   Thank you for reaching out. 

  • Initial Complaint

    Date:01/01/2025

    Type:Billing Issues
    Status:
    Answered
    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 12/2/24, Dr. ******* ******** gave me a shot of ******* for ******************** inflammation. Had he reviewed my medical history, he would have seen that I have no history of taking ******* and have successfully used ********** multiple times in the past. Nonethless, he gave me ******* and did not put me in observation thereafter. Within 15 minutes, I had symptoms of anaphylactic shock and had to go to the ** shortly thereafter where I was given ******** and ********** as the home remedy for this entire episode. His negligence resulted in a $1,608.80 ** bill for what could have been a simple ********** prescription at the onset. The nurses in the ** were shocked to hear that Dr. ******** did not have a nurse observe me while also being unable to access my intra-Kaiser visit history. Another story of the Kaiser healthcare system where patients are treated just like bodies and medical records are made inaccessible across ********************** facilities. I would like my ** bill waived in full and the $500 deductible paid on 12/2/24 refunded. While it doesn't revert my unnecessary suffering, it would lessen the impact of this unnecessary episode.I would also appreciate a telephone call to discuss this matter and the resolution over an email.

    Business Response

    Date: 01/09/2025

    Thank you for your email.  I've forwarded this information to the Member Relations department.  A representative will review and follow up with the patient directly to address this issue.   Thank you for reaching out. 

    Customer Answer

    Date: 01/10/2025

    Please call me re the status. My bill is due on 1/14/25 and I would like to resolve this before that.

    Business Response

    Date: 01/15/2025

    Thank you for your email.  This concern is under review through the Health Plan grievance process.   A representative will follow up with the patient directly upon completion of the review.   Thank you for reaching out. 

  • Initial Complaint

    Date:10/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 fell down, hit my forehead and felt really dizzy. My daughter took me to the Kaiser Emergency because I'm a member. Im a 75 year old woman who has had a series of procedures at this hospital. I was tecnicnally checkin to the ** at 200pm even though I was there earlier. I waiting for nearly 4 hours before a nurse came out and told me I had to wait until 10pm ( an additional 4 or 5 hours) which is unacceptable. I have a server head contusion and now a black eye from Kaiser refusing to assist me in. timely manner.

    Business Response

    Date: 10/29/2024

    Thank you for your email.  I've forwarded this information to the Member Relations department.   A representative will review and address this concern through the Health Plan grievance process and follow up with the patient directly for further assistance.   Thank you for reaching out. 

  • Initial Complaint

    Date:09/12/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    In early June I had a telephone appointment with a Dr ******** of Kaiser in our conversation I mentioned to him that I was tired and wasnt sure if I had or not passed out. He reported me to *** without first bringing me in for a real check up, since then I havent worked my license has been revoked. My vehicle insurance has been canceled and my job is not sure if they will be able to continue to employ me. *** has said that no matter what that report will remain on my record. Which will limit my ability to seek other employment.

    Business Response

    Date: 09/18/2024

    Thank you for your email.  I've forwarded this information to the Member Relations department.   A team member will review and follow up with the patient directly to address this concern.  Thank you for reaching out. 

  • Initial Complaint

    Date:08/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 saw **************************** today. I have had pain in feet and legs for a month and needed help. She was very rude. She felt the back of my calfs and said they were fine and there was nothing wrong. I insisted she help me. She asked if I ever had back pain and I told her my back used to hurt when I was in law enforcement due to the fear I wore. She then said that it definitely siatica and prescribed me gabapentin and that was it. I insisted I get imaging done to rule out anything else. She reluctantly agreed and put the orders in hours later. I then looked at my visit notes and found she lied about a lot. She stated I said no to having several symptoms that for one she never asked if I had and two if she did I would have informed her I did have. Or if she did any work at all would have seen I saw a ** last week for the exact symptoms she stated I said I did not have. She also documented that she did an exam of my feet legs back and neck. She did not touch any part of me but the back of my calfs and I was wearing clothes socks and shoes so she didnt see them either. She stated I had full range of motion however that is false and if she would have checked would have known that. She prescribed me gabapentin but if she did her job would have know it would be deadly to take with my current medication. She also stated she went over side effects and such and that I agreed. That never happened. She simply said okay Ill order you gabapentin. End of conversation. So in short the doctor did an improper incomplete exam, lied about it. She then lied about my symptoms and my pain. She lied about having a conversation with me about medication and treatment options and she prescribed me a medication that if I did not research would have killed me. This doctor should be terminated before she kills ******. She has no integrity.

    Business Response

    Date: 09/06/2024

    Thank you for your email.   I've forwarded this information to the Member Relations department.   A representative will review and follow up with the patient directly to address this concern through the Health Plan grievance process.   Thank you for reaching out. 

    Customer Answer

    Date: 09/06/2024

     I am rejecting this response because:

    I already have a grievance filed. This does not meet the outcome I desired. A grievance does not result in any action taken towards the many physicians that are failing to provide adequate care and are lying and mocking me in my medical chart. Kaiser clearly does not care about its patients, only about money. 

    Business Response

    Date: 09/10/2024

    Thank you for your email.  This issue is currently under review through the Health Plan grievance process.   A representative will follow up with patient directly upon completion of the review.    Thank you for reaching out. 

  • Initial Complaint

    Date:08/07/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 tried for 4 days to recieve my eye drops. I was told they contacted the doctor for approval and it would take up to 2 days. Thursday makes 4 days and still no answer or eye drops to pick up. I need them for my glaucoma.

    Business Response

    Date: 08/09/2024

    Thank you for your email.  I've forwarded this information to the Member Relations team.   A representative will review and follow up with the patient directly for further assistance.   Thank you for reaching out. 

  • Initial Complaint

    Date:08/06/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    Date of visit: 05/27/2024 Amount of money charged: $770 I'm Disputing huge medical bill Kaiser has charged me for an X-ray as I ended up going to their ER just because the hospital services AND urgent care services are not open/available during weekend.I have filed a grievance with Kaiser explaining the issue and requesting waiver of ER charges OR charge a reasonable amount for taking the X-ray. But I did not receive a positive response. Here are the grievance Q's they asked and I provided:Please describe the nature of the issue:I contacted my doctor due to a chest pain after getting hurt while playing a VolleyBall over the weekend. Based on the symptoms I explained, I received a response from his office that it could most likely be chest muscle contusion. As advised, I have taken pain killers and started taking rest. But as the pain did not subside after a day or so and I started getting worried, just to rule out anything serious, I went to ****** urgent care location. They asked me to go to ER. I explained everything and expected to get an X-ray or something similar to be done. It is pretty evident based on my explanation that my intention is to just get the X-ray. And all they have done is that. But I got slapped with a huge medical bill of $770 (x-ray cost is $85). This is outrageous and not acceptable. I was not briefed on the charges during the visit. I understand if they did not explain only if I'm not in a position to comprehend and understand (a real ER situation). But that was not the case here. I did not accept/approve the charges. It is not fair.Please explain how you have tried to resolve this issue:I'm writing here to get these charges waived.What would you consider a proper solution to your issue:I'm writing here to get these charges waived. I don't mind paying for the x-ray and also the doc consultation but the overall charges are outrageous and I request it to be reviewed and reduce the bill considerably based on my above explanation.

    Business Response

    Date: 08/09/2024

    Thank you for your email.  I've forwarded this information to the Member Relations department.   A team member will review the concern through the Health Plan grievance process and follow up with the patient directly.   Thank you for reaching out. 

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