Business Profile

Hospital

Kaiser Foundation Health Plan Inc

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Kaiser Foundation Health Plan Inc. came to BBB’s attention in January 1970. A review of complaints was completed in September 2024.

Consumers are encouraged to review the links below for information pertaining to billing, plans and other resources.
https://healthy.kaiserpermanente.org/support#my-support
https://healthy.kaiserpermanente.org/termsconditions

Complaints

This profile includes complaints for Kaiser Foundation Health Plan Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

163 total complaints in the last 3 years.
55 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.

Initial Complaint
Date:06/26/2025
Type:Product 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 requested specific lab tests, but my doctor failed to include key ones: Cortisol, B12, Ferritin (iron), a full thyroid panel (TSH, Free **, Free T4, Reverse **, TPO antibodies), and *********. This is the second time this has happened. Now Ill have to pay additional ****** to return for the tests that shouldve been ordered initially. This was clearly a mistake on Kaisers part. Im requesting a prompt appointment and reimbursement for the added costs due to this error.
Business Response
Date: 07/03/2025
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 and address this concern through the Health Plan grievance process. Thank you for reaching out.
Initial Complaint
Date:06/24/2025
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 been trying to get my **** certification done. The process is very ************ May i had to get one for my very sick mother, and they were very rude and process took almost 2 weeks. When I filed a grievance, nothing happened with that.The whole process was so stressful, i had an panic attack because of all the things i was dealing with my mothers health. Now i am dealing with my own health issues and trying to get someone on the phone almost takes over an hr.They are always so rude on the phone as well.I just want there to be a easier process so I can get what i need done.
Business Response
Date: 06/24/2025
Thank you for bringing this to our attention. A case manager will be assigned to review the situation and assist with next steps.
Customer Answer
Date: 06/25/2025

Complaint: 23511815

I am rejecting this response because:
I was able to call myself and get my fmla certification, but i still wanna keep a complaint about the horrible experience with the medical records department here.
Sincerely,

****** ***
Business Response
Date: 06/27/2025
Thank you for your email. I've shared this concern with the *************************** for further review. A representative will follow up with the patient directly to address this concern. Thank you for reaching out.
Customer Answer
Date: 07/03/2025

Complaint: 23511815

I am rejecting this response because:

Sincerely,

****** ***
Initial Complaint
Date:06/19/2025
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.
In 2024, we paid $751.20/month to include me in my husband's employer-sponsored health plan with Kaiser Permanente. We paid this every month without interruption. Nonetheless, Kaiser recently decided that I was covered by United Healthcare from Jan 1 2024-Aug 1 2024 and has withdrawn all payments to healthcare providers that I saw during that time. They now deny every claim from Jan 1-Aug 1 2024. I have never had health insurance with United Healthcare. I have never paid a dime to United Healthcare for health insurance. On May 12th, I called Kaiser and told them this. I called again today and nothing has changed. They continue to refuse coverage for Jan 1-Aug 1, despite us having paid my premium in full. They have sent me no proof or documents whatsoever in support of this fake claim that I was covered by a different healthcare company during that time instead. Meanwhile, the providers I saw during the first half of 2024 are now billing me for the money Kaiser automatically withdrew from them. I don't even know how to start to fix this. Please help.
Business Response
Date: 06/23/2025
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 concern. Thank you for reaching out.
Customer Answer
Date: 06/24/2025

Complaint: 23492334

I am rejecting this response because: I spoke with Kaiser Member Relations on May 12th, and again on June 19th. They have indicated zero willingness to resolve this in any way. They told me to take the matter up with United Healthcare. I have never been a member of United Healthcare so would not even know where to begin. Why would United Healthcare do anything to help me here, when the agency I have been paying and been a member of will not? Hence contacting you.
Thanks for helping get this resolved.

Sincerely,

****** *******
Business Response
Date: 07/01/2025
Re: Complaint ID # ********

Dear Resolutions Specialist:

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. This complaint is already under review with Member Relations (Grievance Operations) to investigate and provide resolution. Upon 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 services at a Kaiser Permanente facility or through our health plans.Thank you for your partnership.

If the individual needs assistance in the meantime, they can reach *************** by phone at ************** or by email at ********************* Monday through Friday, from 8 a.m. to 5 p.m.

Sincerely,

Member Relations Coordinator
WA ************ Grievance Operations

Coverage provided by Kaiser Foundation Health Plan of Washington or Kaiser Foundation Health Plan of ************************
Initial Complaint
Date:06/13/2025
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 had a fracture on my right hand over the weekend of June 6. Initially, I went to a local urgent care center for treatment, as the hospital in ***** was closed. I was advised to get an X-ray by an urgent care specialist, but when I called Kaiser Permanente, they said they would not approve it because a Kaiser urgent care specialist had to order it.I then scheduled a phone appointment with a Kaiser urgent care ******* *** ordered the X-ray. After the report came in, no one followed up with me. I had to be the one following up with the doctor to get appointments and next steps.I was advised again to go to another urgent care center, which I declined. Instead, I requested to see an orthopedic doctor. The doctor I was assigned turned out to be a general orthopedist. He did not recommend surgery, even though I was in severe pain. I sought a second opinion outside of Kaiser, and all other specialists recommended surgery for my fracture.I am in significant pain, and the entire process of getting in touch with a doctor has been very difficult. I am extremely dissatisfied with the care I received. The earliest appointment available is June 23, which is too far away considering the severity of my injury.I would like to file a complaint. Patients should receive better treatment, and Kaiser should provide proper service without delays and confusion.Thanks ****** ***** Aedla Kaiser ID : ********
Business Response
Date: 06/16/2025
Thank you for sharing this concern. A representative in our *************************** will review the issues/request and will notify the member of the outcome within 30 days from the date of receipt.

Thank you
Initial Complaint
Date:06/12/2025
Type:Sales and Advertising 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.
Kaiser professionals have failed to diagnose my most invasive health issues. Instead I'm required to take part in useless video appointments, travel dozens of miles for several intake appointments that don't lead to anything helpful. I spent a year going to x-ray appointments, trying to see specialists who would cancel at the last minute, and suffering from excruciating foot pain. I diagnosed myself after seeing a picture of my foot problem on a wart remover box at Food 4 Less. I had to switch to ******* in order to have a wart removed. They diagnosed it and removed it within two weeks, without a single x-ray. I switched back to Kaiser because that's where I was born. When I requested my immunizations for a job, Kaiser had no records. All my immunizations have been taken at Kaiser. I had a mental health therapist who barely spoke. I was never diagnosed. No help what so ever! I'm currently having excruciating hip pain. Once again I'm being sent to several appointments and nobody can diagnose the problem. I've been given meds that make it impossible to function. They help with the pain but the side effects make it difficult to stay awake. I've had too many useless video appointments regarding this matter, yet I'm still required to conduct another video appointment before I can see my doctor again. When I reach out through ******, I don't get responses from my doctor. Instead, I get a generic unrelated response from an LVN. I feel that Kaiser is targeting me in order to abuse my insurance. They must have made hundreds of thousands of dollars off me by now. I need actual health care!
Business Response
Date: 06/18/2025
Thank you for your email. I've forwarded this concern 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:06/10/2025
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.
Kaiser Permanente in ********************* pulled out of an agreement for my wifes FNSD disease. We had to go outside of Kaiser cause Kaiser did not have psychologist that handles in this. We went outside to Kaiser and got approved by a doctor ***** and Danville California Kaiser approved it on January 15 of 2025 the contract expired May 15 of 2025. They said they were gonna extend it longer to November 26 of *************************************************************************** ******* or ******************* which they do not practice FNSD if Kaiser cannot help the patient out they outsource. To make the patient better and we pay for that in our Kaiser contract. Youre just a member with Kaiser.Its very sad your number and its all about the money not the patient even if the patient life depends on it, which I dont care. Trying to get authorization for the company Neuro wellness solutions in ******** ********** a great psychologist thats helping with FNSD 3 doctors from Kaiser approved it. I hope you could help the people who Im dealing with the phone number is ************** is the department number speaking with a lady named ******* ***** give you in the right direction please help it is life and death. Thank you. My phone number is ************. My name is ***** ******.
Business Response
Date: 06/19/2025
Thank you for your email. I've forwarded this concern to the Member Relations department. A representative will review and follow up with the member directly to address this concern through the Health Plan grievance process. Thank you for reaching out.
Initial Complaint
Date:05/14/2025
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.
May 2024 Moved from ****** to ******** and updated my address with Kaiser's website Kaiser's system cancelled my plan The premium I was paying sat in the Pay Portal unused for billing unit A11 -September 2024 Realized my old plan was cancelled and got a new one Thousands of dollars of my money still sitting on Pay Portal Paid the premium of the new plan at $428/mo to billing unit A03 -October 2024 Kaiser sent letter of rejected payment for A03 Rejected payment was because there was too much money on the Pay Portal -November 2024 I made a premium payment to A03 Kaiser agent told me to let the money, my money, on the Pay Portal run out for A03 -December 2024 Premium came out of the balance sitting on the Pay Portal for A03 -January 2025 Old plan auto-renewed and started accruing debt for A11 Premium came out of the balance sitting on the Pay Portal for A03 -February to April 2025 Old plan accrues debt for A11 Premium came out of the balance sitting on the Pay Portal for A03 All Premium Bills stated $0 owed -May 2025 Kaiser updates Pay Portal Debt accrued on A11 is applied to A03 I call Kaiser to explain situation Kaiser Admin states I owe $2583 for unpaid Premiums for the new plan on A03 Kaiser Admin says the "credit" on A03, which is my money, was used in their error Kaiser will cancel my plan of "non-payment" if I don't pay the $2583 -The "credit" was my own money I was paying for a plan they cancelled without notice because I moved zip codes. They're saying they used it "in error" so now I owe this balance. But, they never gave me a credit, it's my money. I was told to stop paying because there was too much money sitting on the account.-I followed their instructions to let the balance run out and now they are trying to make me pay for their incompetence. All of my Billing Statements are similar to the one attached, that I owed $0 because of my money sitting on the Pay Portal to be used. Kaiser admitted it was their error but refuse to adjust.
Business Response
Date: 05/14/2025
Thank you for sharing this concern. A representative in our *************************** will review the issues and will notify the member of the outcome within 30 days from the date of receipt.

Thank you
Customer Answer
Date: 05/14/2025

Complaint: 23328942

I am rejecting this response because: Within the 30 day waiting period my plan will be terminated by Kaiser's own system, leaving me without insurance nor access to my medications. This has been an ongoing problem for over a year, I have made several phone calls and been cooperative with Kaiser. I refuse to allow any further delay in an actual resolution to their self created problems that affect my state of living.

Sincerely,

**** *******
Initial Complaint
Date:05/01/2025
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 had a colonoscopy in Kaiser. Before scheduling the operation I asked about the price, I was told that $150. The price was told me twice before scheduling by different employees as $150. At the day of the operation, during check in, I asked again I was told that the price was $150, I said I was gonna pay it fully at the check in and I paid it. I will not go into the specifics of how I was not happy with the service and stuff which caused me days of pain. But weeks later, they asked an additional $440. I believe it's not a fair request and it's not a good way a business should operate.
Business Response
Date: 05/07/2025
Thank you for your email. I've forwarded this information to the Member Relations team. A team member will review and follow up with the patient directly to address this concern. Thank you for reaching out.
Initial Complaint
Date:04/15/2025
Type:Product 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.
Each year, I find myself compelled to seek assistance from a third party due to Kaiser Permanente's lack of response. My request is straightforward: I require their endorsement on my notarized documents from the ******************************** to maintain my reserved parking space in front of my residence. This endorsement is due by April 1st annually. Despite having sent them the original notarized documents, I have yet to receive any acknowledgment. I do not reside in proximity to public transportation, and even if I did, it would not be a feasible option for me due to my asthma and reliance on a cane for mobility. As evidenced by the documentation, I submitted my request to Kaiser Permanente promptly through a Certified Letter, which they acknowledged by signing for it. However, they have neither returned the necessary form nor responded to my correspondence, preventing me from communicating with the ********************************. Once again, Kaiser has caused me to miss my deadline, which is quite distressing. It appears that their indifference towards ********** patients is the underlying issue. If I were financially well-off, I would not have to repeatedly seek external assistance to prompt them to fulfill their responsibilities
Business Response
Date: 04/15/2025
Thank you for this information. We will be responding directly to the member.
Customer Answer
Date: 04/17/2025

Complaint: 23205692

I am rejecting this response because:

Kaiser Permanente has a recurring issue with responsiveness. They tend to only react when compelled to publicly address their shortcomings. I sent a certified letter to them in early March, which went unanswered until I raised my concerns publicly. Their response came only after I filed a complaint with the Better Business Bureau. My doctor is reluctant to sign the necessary form, claiming he has never seen me in his office, despite our previous meetings and his approval of the last two forms for the Baltimore City Parking Authority. If he wished to meet with me again, why didnt he communicate that promptly instead of waiting until I escalated the issue to the BBB? The document I need completed must be submitted this month, but my doctor has no available appointments until June, which means I will miss the deadline. This organization consistently overlooks the needs of its minority, disabled, and female patients unless the BBB intervenes.

Sincerely,

****** *******
Business Response
Date: 04/21/2025
A written response was sent to the member from the *************************** on April 18, 2025, regarding her concerns. The letter also provides information on next steps and additional dispute rights she may have.
Initial Complaint
Date:04/14/2025
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 making a request to the kaiser romi department east bay for **** to care for my son. For whatever reason there online portal will not allow make the request. I need this done asap but because the normal way to request will not work for me this issue has become a bunch of phone calls that turn into dead ends and redirecting causing this issue to drag out. I have told them this needs to be done Immediately because I'm being forced to use sick time at work when this shouldn't be necessary because my sons doctor has already written a note for my son. I see no sense of urgency. This terrible practice from a health care company. My son has a disability and his mother needs help from me as his caregiver and Kaiser is dragging this out and doesn't seem to care about the urgency. Hoping to get this resolved immediately.
Business Response
Date: 04/24/2025
Thank you for sharing this concern. A representative in our *************************** is currently reviewing the issue and will notify the member of the outcome within 30 days from the date of receipt. A resolution will be provided no later than May 14, 2025.

Thank you

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Kaiser Foundation Health Plan Inc is NOT a BBB Accredited Business.