Complaints

This profile includes complaints for Kaiser Permanente of Colorado's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Kaiser Permanente of Colorado has 20 locations, listed below.

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  Kaiser Permanente of Colorado

  10350 E Dakota Ave Denver, CO 80247-1314

• 

  Kaiser Permanente of Colorado

  2500 S Havana St Member Services Aurora, CO 80014-1618

• 

  Kaiser Permanente of Colorado

  14701 E Exposition Ave Aurora Centrepointe Medical Offices Aurora, CO 80012-2623

• 

  Kaiser Permanente of Colorado

  16290 E Quincy Ave Smokey Hill Medical Offices Aurora, CO 80015-1594

• 

  Kaiser Permanente of Colorado

  2955 S Broadway Englewood Medical Offices Englewood, CO 80113-1526

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:12/09/2023

  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.

  The behavioral health doctors cannot adjust their schedule for a paying customer. I'm having mental ********************** issues and cannot reach a doctor or get a doctor to contact me during requested hours. I'm playing phone tag with people. My wife has money taken out of her account for me to be covered. I need to be contacted by PR, CEO, or another executive. The supervisors of my doctor cannot reach me during proper hours. I'm having severe safety concerns and all they do is call the police.

  Business Response

  Date: 12/11/2023

  We have received the member complaint. A case has been set up and assigned to a Case Manager for response. We will respond directly to the member. Thank you!

  Customer Answer

  Date: 12/12/2023

   
  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. I have an appointment with ************
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/08/2023

  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.

  ************************* of the Kaiser ******** orthopedics center is a con artist. He's attempting to collect on several patients by leaving voicemails and billing the customer without their consent. My surgery at the center was not optimal. Several months out from the surgery and I am contemplating finding a new surgeon to fix the issues with my foot that ************ caused. My foot is in a great deal of pain but Kaiser is more concerned with paying ************ than treating me.Kaiser Permante has 0 mental health support. They treat you like an insane person even if you just have anxiety or depresssion and say there is 0 available appointments within 6 months. Do not pay your employer for a Kaiser plan. You are better off looking for a private company that has *************. He left several voicemails and I have just found out that Kaiser Permanente is attempting to send me to collections due to these charges I was unaware of.

  Business Response

  Date: 11/09/2023

  Good day.

  This issue has been received and a case generated. This will be handled through the internal grievance process and the member outreached directly.

   

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20845096
  
  I am rejecting this response because:
  

  Kaiser has not adjusted billing. They are trying to scam $220 from me in appointments that never happened. They have attempted to send me to collections despite me having a payment plan in place.

   

  They have not assisted in any way during this process. They have ignored my past 6 emails without acknowledging that ************ is trying to scam me.
  Sincerely,
  
  Teagan *****

  Customer Answer

  Date: 11/21/2023

  Kaiser had not responded to me at all. They sent me to collections over phone appointments that never happened. This is called fraud and Kaiser is stealing. Why are you closing this case when it is an active issue?

  Send this to the local *** field office so they can take over. This is insanity
  

  Business Response

  Date: 12/11/2023

  
  We have received the member complaint. A case has been set up and assigned to a Case Manager for response. We will respond directly to the member. Thank you!
  
  

  Customer Answer

  Date: 12/20/2023

  Do not close out my case please! Kaiser has refused to respond to me. Im in dire need of assistance. They can't keep getting away with this.

• Initial Complaint

  Date:09/29/2023

  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.

  First starting in early October of 2022- I complained of abdominal pain for months which didnt have a resolution until February of 2023- after I basically told them my diagnosis several times- as I was in extreme pain the providers and staff made me feel ashamed of myself- drug seeker- literally telling me my illness was in my head! Second I find Kaiser to be the most inconsistent incompetent inconvenience of care ever offered- considering we pay for our insurance and everything is basically within Kaiser- it should be all of the above. Ive honestly never been treated so poorly in my life by a health care provider. Dr. ******** basically made me feel threatened after I left an appointment I had with him because I was embarrassed that I and everyone else could over hear him (through the thin walls of the office) speaking illy of me/ slandering my name. I never even had the opportunity to meet him in person. Plus I never received an apology or a call from the office manager. There is very little care offered in southern colorado- there should be better alternatives then referring to your poor local Kaiser providers here that basically dont give a s***

  Business Response

  Date: 10/02/2023

  We have received the member complaint. A case has been set up and
  assigned to a Member Relations Case Manager for
  response. We will respond directly to the member. Thank you

• Initial Complaint

  Date:08/26/2023

  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.

  My grandmother yesterday august 25th had an appointment and ************** made her feel like s*** about being there and about taking her pills and shes also blind and she was being rude about her cane but either was ************** made her feel like she cant take her pills and she didnt take them when she got home because of how she treated her and thats not right doctors or anyone shouldnt be talked to like that that is very very sad that a doctor can talk to a patient like that its disgusting.

  Business Response

  Date: 08/28/2023

  Good day. The following grievance has been generated and assigned to a case processor. The grievance will be handled through our internal grievance process and the member outreached directly.

• Initial Complaint

  Date:08/02/2023

  Type:Order 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.

  This location's pharmacy is refusing to transfer my prescription for thyroid medication. The doctor gave me 3 refills which no refills have been given yet. No reason given, they just appear to be ignoring transfers to get me to pay them 10X or more for the exact same generic medication.

  Business Response

  Date: 08/03/2023

  We have received the member complaint. A case has been set up and assigned to a
  Case Manager for response. We will respond directly to the member.  Thank you!

• Initial Complaint

  Date:07/13/2023

  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 Permante owes me $563.We have a family deductible of *****. We met this deductible in June 2022. On 12/19/2022 late bills were adjusted. Kaiser did two things- they charged us $ ******** from the late bills even though we had payed our deductible. They then also sent us 2 "refund" checks- one for ******* and another for ******. I started calling about the excess charge of $ ******** in March 2023. This had to go through many layers and was "escalated twice". I was told multiple times that we owed the refund checks back as they should not have been issued to us, but not the ******** - the last time 6/12/2023. In the meantime I was threatened with being turned into collections, and had to call the payment office to tell them I was still working with the investigations arm. On 6/26/2023 ********************* *************) called me and told me that I had to pay $ ******** now. She said that the entire thing had been settled and that I had been sent documentation of this and there was no adjustment to the account. This was false. The only documentation that I have received is an "verbal transcription of our conversation" from her which is incorrect. I told her I would repay the accidental refund of approx $3400 but the $ ******** was the wrong amount. She said I had to pay it now, or was going to be sent to collections, and that I could continue to work with Kaiser to get the accidental charges back. I told her I had been told by multiple people that if I paid, they would close the case. The way she has worded her documentation is that I agreed that the $ ******** charges were correct and the case was closed. I have made of 10 different phone calls in the last 3 months, turned in all my credit card receipts to prove we paid our deductible, all b/c of their computer mistake. I am fed up and want my money back now. I need external help. Service Item ID Number ***********

  Business Response

  Date: 07/13/2023

  We have received the member complaint. A case has been set up and 
  assigned to a Member Relations Case Manager for 
  response. We will respond directly to the member. Thank you.

• Initial Complaint

  Date:05/03/2023

  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 reached out multiple times to kaiser regarding an issue with their website. I have been trying for a week to view my after visit summary from my doctor that is available but continue to receive a "system error" message. It has been a week with no resolution. I get blanket responses saying the issue will be looked into and will be "escalated" but nothing is actually being done to correct thing problem. ************** representatives refuse to help me and send me a copy of my summary. I keep being told I can fill out a form and wait 30 days for a response which is completely unacceptable. Kaiser makes it impossible to get a hold of anyone easily, and when you do it is like speaking with robots that give the same blanket answer with no actually resolution.

  Business Response

  Date: 05/12/2023

  Hello, 

  Please see the attached response for ID #********.

  Consumer:                   ******************************

   Case Opened:              May 3, 2023

   

  Thank you, 

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

   

• Initial Complaint

  Date:04/03/2023

  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.

  I applied for federal retirement but had to delay the process. The ****** of ******************** (OPM) was informed about the request. They received the retirement documents but requested additional information as acknowledged in their letter dated June 20, 2022. However, OPM started the monthly health care deductions on September 1, 2018. The monthly benefits deductions consisted of Kaiser Permanente Health Insurance Premiums in the amount of $168.42. Kaiser ********************* Customer Representative ****************** was sent a Website email on June 28, 2018 questioning my enrollment status. I never received a reply from Kaiser. Therefore, I began health care treatment at the University of Colorado Hospital (UCHealth) **********. The treatment at University cost $1,539.60 after insurance deductions. Although treatment was previously rendered at Kaiser, the ********** of ******************************* is my primary health care provider. I am a total and permanent disabled veteran rated at 100%. Kaiser never informed me about any active enrollment for health care benefits. If they had informed me about deductions being withdrawn for medical benefits the UCHealth invoice would have been avoided. The health premium of $8,244.96 should have been adjusted to my retirement pay. They have refused to reimburse me for their gross miscommunication and lack of concern. They are laser focused on money, paycheck, and retirement.

  Business Response

  Date: 04/10/2023

  ******************, we tried to contact you to review your concerns by telephone, unfortunately we were not able to connect with you.  We understand you would like to be reimbursed for premiums paid toward your Kaiser Permanente (KP) health plan starting September 1, 2018. You were never informed of your active enrollment and would like the premiums totaling $8,244.96, returned to you.

  
  We have reviewed your request and experience with the Manager of Operations in our *************************************  Information regarding your health plan coverage was received by ********** of ******************** (***), for Federal Health Plan employees. KP received information on December 13, 2022, from the *** advising KP that your health plan was effective September 1, 2018.  On February 28,2023, *** reported to KP that your health plan terminated on January 31, 2023,making your enrollment period September 1, 2018 to January 31, 2023.  

  
  KP is only allowed to make changes to health plan coverage, when it is reported from the group.  Since you are on a Federal Employees Health Plan, you will need to work with the *** directly to request an enrollment date change and reimbursement.  
  We regret we could not address this request for you; however, if you visit www.opm.gov/healthcare-insurance, you can request your enrollment date changes, which will be forwarded to KP.

• Initial Complaint

  Date:03/25/2023

  Type:Billing 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.

  On March 16,2023, Kaiser Permanente Senior Grievance and Appeal Consultant **************, did author and/or cause to be sent a letter regarding Service Date of 09 February 2023.In the letter ************** does state clearly that ******** cost limitations are not applicable and that I am responsible for the $25 copay.************** clearly states that my ******** is Not Assigned.BOTH Of the statements by ************** are NOT Supported by ********.Kaiser is a ******** Provider and therefore Kaiser does agree to accept Assignment and all limitations set forth by ********.******** states that Kaiser does in fact accept Assignment and that the claim for 09 February was in fact processed as an Assigned claim.******** processed the claim and stated that I could be billed $0.00.************** also states that the $25 copay was processed and applied to my account on February 11, 2023; however, Kaiser did bill me for the said copay on 25 February 2023.I did pay the $25 with check #**** dated 03 Match 2023 for the amount of $25.Said payment, according to records reflected on the Kaiser website, was credited 13 March 2023 NOT 25 February as ************** did assert in her written response.The evidence is clear that Kaiser of Colorado did in fact BILL and RECEIVED a $25 copay for which ******** states that the provider COULD NOT Bill per their agreement with ********; however, Kaiser did bill and did receive said $25 and continues to state, in written form, that they are within compliance of all billing practices.Kaiser owes me $25 as paid 03 March 2023 and credited 13 March for the 09 February 2023 service date as billed to the patient on 25 February 2023 in violation of ******** law.Kaiser further owes me a formal explanation regarding their practice and their written statements wherein these practices are in direct conflict with those provided by ********.

  Business Response

  Date: 04/05/2023

  Thank you for contacting us on March 27,2023.  We are writing to let you know we received your grievance about your continued billing concerns with Kaiser Permanente.  You detailed that you sent check **** for $25.00, which was paid by your bank on March 3, 2023.  The check was for service received on February 9, 2023. 
  
  ********************, we regret you are still experiencing issues.  We had your account reviewed again by our ***************** Services team, to include their Manager.  The information that was provided to us in your previous complaint review was inaccurate.  There were payments received by ******** that were not posted to your account correctly.  We have since credited your account $25 and a refund in the amount of $25 is in process.  You should receive the refund within ***** business days.

  Customer Answer

  Date: 04/05/2023

   
  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.
  

  However, it SHOULD NOT take filing a BBB complaint to get an accurate review of my account conducted by Kaiser ******* Services. it should not take filling a BBB Complaint to get Kaiser to actually examine the facts.

  This is NOT the first time that this problem has occurred!

  Having to use BBB to get an accurate resolution really raises doubts about the quality of responses provided by Kaiser without BBB involvement.
  

   

  Kaiser has failed in just about every aspect of my healthcare expectations and I will be leaving Kaiser when my employer plan year ends July1.
  

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:02/25/2023

  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.

  Repeatedly locked out of my account despite using correct USERID and Password; unable to resolve after numerous attempts; preventing mea Stage IV Cancer Survivor and Asthmaticfrom viewing conversations, medical history, test results, referrals, et ********* their app designer is aware I am a rare case but still not resolved. Told to use a computer which is inconvenient as I am often on the road.

  Business Response

  Date: 03/07/2023

  Thank you for contacting us on February 27, 2023.   We are writing to let you know we received your grievance about repeatedly being locked out of your KP.org account.  You have been unable to resolve this issue after numerous attempts.  You have health issues and need access to your account.
  
  We take your concerns seriously.  We strive to meet your expectations for high standards in all aspects of your health care. We have documented and shared your concerns with the Lead IT Analyst in our ****************************
  
  We confirmed that a representative contacted you and you are now able to access your KP.org account.  If you continue to have difficulties,we have a team dedicated to assist.  You can contact our web support services team 7 days a week at **************.