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:02/16/2023

  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.

  Date 02/16/2023
  Kaiser has made business out of health emergencies. My son is having fever and I went to Urgent care and they are saying no more appointment. What kind of health care system is this? Should we book appointment first and then fall sick? I do not understand the agenda behind appointment for Urgent Care. It make sense for routine appointments but Urgent Care should be walkin.
  But they play smart here, they ask you to go to emergency and then charge emergency fees. This is highly unacceptable out of health care service.
  If they are out of resources then should also stop giving new memberships. There are many other health services. If they want to make money they should hire more doctors.

  Business Response

  Date: 02/22/2023

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

• Initial Complaint

  Date:12/08/2022

  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 was misdiagnosed, hospitalized for the wrong problem. They said blood clot in the lungs. It was fluid in the lungs I found out over a year later. They did not treat for it or tell me about it. I had further issues for the following year & had several er &urgent care visits and it got to where one lung was full of fluid & was hospitalized again.. During that year they never did a chest xray though my complaint was having breathing issues. When they finally did an xray a year later they hospitalized me for having fluid in my lung. It was almost completely full of fluid. I filed several complaints with Kaiser r. They agreed to reimburse me for $1323.36 for the hospital bills & 95.40 for the pharmacy bills. I agreed to the hospital one but not the pharmacy considering I was prescribed Pradaxa a blood thinner I did not need which is over $250. I refilled it twice. Plus each visit to the urgent care & er I was prescribed various cold related meds. that did me no good. I was sent 12 checks totaling $975.39. At first I kept them & did not cash them. I filed a complaint about only being reimbursed $95.40 for the pharmacy. The next letter I received said they closed the case. I decided to cash the checks because I figured that was all they were going to give me. I waited for the remaining reimbursement but never received it. I tried going thru the complaints again only to get error messages each time I try. And I have tried several times this last week. No luck. I have tried calling as well only to be put on hold for over an hour each time before it hangs up on me. They still owe me $443.37 & I cannot get thru to them. Oh and it was the cardiologist who took me off the pradaxa not Dr ****** *****. Their mistake in the letter

  Business Response

  Date: 12/20/2022

  Thank you for your email.   I've forwarded this information to our 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:11/25/2022

  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.

  Please see my initial compliant which is attached in a pdf.
  I received a letter dated November 11, 2022 stating that Kaiser ended my coverage. In the letter they stated that they have not received the payment necessary to continue my membership. I was never advised of the notice of Start of Grace Period dated October 4, 2022. Further, this is another example of how Kaiser retaliates against their members that file complaints/grievance.
  On the same day I received my notice of cancelation I received a bill in the amount of $873.00. There was no bill issued to support $873.00. My premiums were not taken out of my checking account per my conversation with Kaiser representative in October. I would like to have my membership reinstated and an opportunity to pay for my premiums. Further, I would like an opportunity for Medical financial assistance program.

  Business Response

  Date: 11/28/2022

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

  Customer Answer

  Date: 11/28/2022

   I am rejecting this response because:
  
  
  None of my concerns have been addressed to determine that this claim should be closed. I have only received a phone from ****** who addressed my concerns about the reinstatement of my membership but not the retaliation or MFA and the treatment I had to go through to obtain my prescriptions from the pharmacy.  

  Business Response

  Date: 11/29/2022

  Thank you for your email.  The concerns are under review through the health plan grievance process.   A representative will follow up with the member directly upon completion of the review.  Thank you for reaching out. 

• Initial Complaint

  Date:11/06/2022

  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 a Kaiser member (*******) in good standing. I am staying in Connecticut for three months. During my time in Connecticut, in early October I attempted to set up an appointment with a Kaiser therapist. I pay for those services and want them. But it was not possible. First I had to go through triage. During triage I was told that everyone has to come in and present themselves in person before they are assigned to a therapist. Thus, I will not be able to speak with a therapist until I return to California in December. I think this policy is absurd and used to discourage people from using the mental health system. I can think of no other medical portal that would require an in-person appointment before a doctor is assigned. Indeed, these days if you call Kaiser to try to set up an appointment for a physical complaint, they set up a phone call with an on-call doctor first to see if you qualify for an in-person appointment. There is currently no system available online that allows patients to register complaints about services. The complaints page is not functioning. Kaiser keeps charging everyone full premiums for less and less care.

  Business Response

  Date: 11/17/2022

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

  Customer Answer

  Date: 11/17/2022

   I am rejecting this response because: I want to keep this matter open. Kaiser is free to contact me, but I would like Kaiser to publicly justify its policy of refusing to assign patients to therapy until they have been seen in person. 
  
  
  
  

• Initial Complaint

  Date:08/28/2022

  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 an eye condition that requires that my ophthalmologist care for and monitor medication for me every few months. It is irits. Sometimes the day of my appt I do not feel well and need to reschedule which is is impossible. I therefore go to optometry to several different doctors who do not monitor my medication for my eye. I have been winging it and trying to medicate my eye myself not knowing what the schedule or dose should be because my eye Dr will not see me but blows me off to eyeglass dept. Recently I called and was told he cant even see me in December. I now have a fullblown iritis attack affecting my vision. I could go blind from this and he and his dept are to blame. IT is KAISER PERMANENTE ******** HILLS, CA

  Business Response

  Date: 08/29/2022

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