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Business Profile

Health and Wellness

Kaiser Permanente

This business is NOT BBB Accredited.

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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:01/03/2024

    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 severe Chronic leg pain as well as severe stomach pain. This has lasted for five weeks and is ongoing. I have contacted *********************** ***** Doctor)*************** ****** for help but he does not respond to communications or provide medical help that is sorely required. Both the leg pain and stomach pain is very high on the pain scale ( 7 to 8 )

    Business Response

    Date: 01/04/2024

    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 the concern.   Thank you for reaching out.

  • Initial Complaint

    Date:12/05/2023

    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.
    to everyone's knowledge, annual physical exam is free with every health provider. I requested my annual physical exam on 6/29, but was charged $190. I reached out to Kaiser, but has been told that I did some exam that I need to pay for. but I never asked any extra exam, I only asked for annual exam. I didn't really get chance to talk to my doctor never to say met him in person this year. If he believed that I need more than my annual physical exam, should I at least be told what of my health symptoms made him think I need some extra exams that other than those insurance covered routine? Because I cleared didn't request for it. only for the annual physical.

    Business Response

    Date: 12/06/2023

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

  • Initial Complaint

    Date:07/20/2023

    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.
    This Doctor ****** care about his patients Im a patient of his and the level of care is not acceptable or ethical I wrote a letter in my pdf Im not good with this so please for give me I have correspondence between us he is gaslighting me playing down what I need done

    Business Response

    Date: 07/21/2023

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

  • Initial Complaint

    Date:07/12/2023

    Type:Order 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.
    My wife is a Kaiser retiree and enrolled in the retiree health care coverage for both of us in April of 2023. We were required to assigned our ******** Part B coverage to Kaiser which was done. Subsequently, we were informed by mail that they require an additional signature on my part of the application; I signed and mailed back the signed application the next day. Several weeks later, we received the same letter and I, again, sent back the signed application. In June, my wife became concerned when we received another such letter, so we mailed, faxed and e-mailed back the signed application. After receiving a coverage cancellation letter last week, we have spent three days on the phone with various departments and finally found out that they did not process the signed application until July 7th which is one week beyond Kaiser's arbitrary 90-day limit. Consequently, they told me that I would not be able to get this coverage until January 1, ****. They told me that there was no recourse, despite their multiple delays in processing the paperwork.

    Business Response

    Date: 07/13/2023

    Thank you for sharing ******** ****** concern. A representative from Kaiser Permanente will reach out to him to assist with trying to resolve his concern.

    Customer Answer

    Date: 07/17/2023

     I am rejecting this response because:

    I have not received any communication on this matter from Kaiser.

    Business Response

    Date: 08/11/2023

    Thank you for your email.  A written response was mailed to the member directly on July 19, 2023.   Please let us know if we can assist further.   Thank you for reaching out. 

    Customer Answer

    Date: 08/17/2023

     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.

  • Initial Complaint

    Date:06/20/2023

    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've been having issue with my right hand and right feet. This has been going on almost 3 years and its getting worse and worse. Kaiser Neurology at ******** Facility They were NOT Knowledge enough to help, therefor I have seen Doctors in my Country. They told me that this signs of Serious *********** issue and I need to get Treat it right away.

    I have contact to Kaiser Neurology to get appointment with another Kaiser Neurologist to see it, They told me that I suppose to see old Neurologist, that I have been seen 3 years ago. I told them that doctor not able to fix me, I like to see another Neurologist to get help ASAP. they says, NO to get second Opinion or another doctor, will take 6months or another year. I told them to see the doctor ASAP. They hang up the Phone on my face. I called them many time to request appointment, they never response. I email them Neurology department they never call or response my email. I am really afraid to drive car because of right leg issue. I am paying a $1000 month but can't get any help from doctors..

    Business Response

    Date: 06/22/2023

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

    Customer Answer

    Date: 06/28/2023

     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.

  • Initial Complaint

    Date:05/26/2023

    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.
    Kaiser is not providing anywhere near adequate Mental Health care for my severely serious diagnosis. I have Major Depression, CTPSD, Panic anxiety, Insomnia, past suicide attempts. They only offer one-hour appointments every 6-8 weeks (unless the doctor cancels then you go back to the end of the line and wait another 6-8 weeks in hopes it isn't cancelled again). I have indicated on the surveys they send prior to all appointments on many occasions that I am suicidal. Kaiser does nothing. No contact. They could care less if you're contemplating suicide even when it's due to their inadequate services. I feel they are just waiting for me to die or do something stupid (I'm 66 years old) so they can just eliminate all my records.

    Business Response

    Date: 05/31/2023

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

     

    Customer Answer

    Date: 05/31/2023

     I am rejecting this response because: This is their usual response. They might contact me, but nothing is ever resolved.

    Business Response

    Date: 06/02/2023

    Thank you for your email.  This concern is under review through the health plan grievance process.   A team member has outreached and will follow up with the patient upon completion of the review.   Thank you for reaching out. 

    Customer Answer

    Date: 06/08/2023

     I am rejecting this response because:

    Kaiser referred me to Two Chairs. During the intake appointment I was told that they are not able to help my severe condition and will be contacting Kaiser to let them know that I need a more qualified and experienced therapist than Two Chairs can provide.


  • Initial Complaint

    Date:04/21/2023

    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.
    My daughter nearly died from DKA with coma, multiple life-threatening cardiac arrhythmias, and kidney injury during a recent hospitalization. I have tried over and over again to make the follow up appointment requested by the hospital doctors but Kaiser claims to be too busy to see her. Clearly they have too many patients and not enough providers.

    Business Response

    Date: 04/27/2023

    Thank you for sharing Mrs. ******'s concern regarding her daughter. Our records indicate a representative at Kaiser Permanente is currently working toward a resolution on her case. 

  • Initial Complaint

    Date:04/14/2023

    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.
    Medical Records Error ! Regarding a Kidney Test and Urine Test !?!
    Received a letter from Kaiser Permanente Fontana Service Area:
    from a ***** ***********, LVN Assoc Consultant - on behalf of Dr. *****
    Asking me to REPEAT a kidney test and urine test. It States an Order has been placed in the system for me to book a lab appointment.
    This is a big mistake. My records must be mixed with someone else!
    I have not taken a kidney test with Kaiser. Do not plan to take a kidney test with Kaiser. And am now afraid of doing any kind of medical services with Kaiser - since they must have me mixed up with someone else !

    Business Response

    Date: 04/17/2023

    Thank you for your email.   I've forwarded this information to our Member Relations department.  A team member will investigate the situaton and contact the patient directly to address this issue.   Thank you for reaching out.  

  • Initial Complaint

    Date:03/22/2023

    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.
    Kaiser Southern California clearly does not have the staff and bandwidth to handle their customer base. There are never appointments available. There are constant pharmacy errors. Everything gets messed up every time.

    They need to be audited. It is clear that they are over promising and not delivering on what is paid for

    Business Response

    Date: 03/29/2023

    Confirming receipt of Mr. *******'s complaint, A representative will work directly with him to resolve his concerns. Thank you.

  • Initial Complaint

    Date:03/15/2023

    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.
    We have had an awful time dealing with Kaiser. I was told by a surgeon (Dr *******) two weeks ago that I had stage 3 esophageal cancer and treatment would be chemo, radiation and then surgery. Such a life altering notification. Today, however at my appointment I was told that another biopsy was required as the previous biopsies didn't get a sample large enough to determine if it was cancer and we would basically have to start all over. I don't understand how this is possible and why I am receiving such mixed messages. The person we spoke with today said they weren't able to say much because of “liability”. I am unable to get another biopsy appt until 4/27, I'm told no treatments can start now until I receive a third biopsy. I was told to call everyday and hope for a cancellation. This isn't a cold or the flu I'm dealing with this is cancer treatment I'm trying to receive. My life could be at risk with every day that passes, and I've been met with no care or support just constant roadblocks, mixed messages, apologies for miscommunications and still no care plan. I have a major health concern that needs to be addressed. Treatment FOR CANCER is time sensitive. Catching it early is crucial, yet I've found myself begging for answers and help for nearly 6 months. Please somebody help me. I just want to be treated. The stress since being told by Dr ******* I had stage 3 cancer with no further plan and no appts for biopsy till 4/27 has been unbearable and has put such an additional strain on me and my family. Please help me, I'm only asking to receive the care and services for which I'm entitled. I can't shake the feeling that my life depends on it.

    Business Response

    Date: 03/27/2023

    Thank you for your email.   This issue was addressed with the patient directly through the health plan grievance process.   Thank you for reaching out. 

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