We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

HMOs

Kaiser Permanente of Colorado

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in HMOs.

Complaints

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

Find a Location

Kaiser Permanente of Colorado has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 13 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/10/2023

      Type:Sales and Advertising 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 am very upset!! When I had Kaiser insurance I had cancer in my left breast that they didn't do anything about it. I had an abnormal mamo and I was called in for a second mamo and they did nothing 5 years later it grew 6mm and I had to have a double mastectomy chemo and radiation all that I wouldn't have had to go through if your c*** care would have taken care of it 5 years prior when you called me in for an abnormal mamo. I am looking into sueing kiaser for malpractice

      Business Response

      Date: 02/20/2023

      Please accept our sincere apologies for ******************** dissatisfaction and frustration. We value the opportunity you have given us to review and respond to her concerns.

      We strive to consistently provide high-quality health care and service to our members, and I regret ****************** feels that we let her down. I have formally documented and shared ******************** concerns with the appropriate leadership including the ******************** Office Director and Obstetrics & Gynecology Regional Director, for review and action as appropriate.

      In addition, your grievance has been forwarded to our ******************* A comprehensive, internal review will be conducted by one of our practicing board certified, quality management physicians. Please be assured that we take quality of care and service issues very seriously.

      If an opportunity for improvement is found, it is forwarded to the department involved for the development of an improvement plan. The ****************** closely monitors and tracks improvement plans. The results of the review they conduct are confidential in accordance with state law and are not shared with members.

      ******************** feedback is essential to our commitment of continuous improvement in delivering the highest quality, most appropriate and compassionate care. Our goal is to deliver excellent service to our members.Grievances expressed by our members do not affect their coverage in any way. If the above-noted member is dissatisfied with the resolution, they have the right to request a second review. Please have them put the request in writing to:

      Kaiser Permanente
      Member Services
      2500 *******************
      ******, Colorado 80014

      Written requests will be reviewed by ****************************** who will respond to you in writing within 14 calendar days of the receipt of the member's request. We may extend this timeframe up to an additional 14 calendar days at the member's request or if there is a need for additional information and the delay is in the best interest of the member.

      If the BBB or the member has any questions, please contact me at **************

      Also, you may contact Member Services:

      ******/******* members may call ************, toll-free at **************, between 8 a.m. to 5 p.m., Monday through Friday. Deaf, hard of hearing, or speech impaired members who use a TTY may call ************.

      Colorado Springs members, please call ************** or deaf, hard of hearing or speech-impaired members who use TTY may call **************.You may also contact our department through our Web site at kaiserpermanente.org.

      Please thank our member for their understanding in this matter. We know that they have a choice for their healthcare, and we thank them for choosing Kaiser Permanente.

      Sincerely,

      Marcanthony T.
      Sr. Grievance & Appeal Consultant
      Member Relations

    • Initial Complaint

      Date:01/25/2023

      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.
      2022 my medical record review all adjustments made and paid all bills After November they had a cumulative issue And I owed 570 - set up a payment plan and made two payments when they cancelled this payment plan and my account 0 They went in and re adjusted claims even after was settled before ! I am a sure youre professionals. Adjust medical claims appropriate and then to go back and recharge Havent recieved any new billing by mail and they always say I opt for electronic which I have made clear to them ! I talked to many representatives and issues with this had been a problem I did try to pay 570 and I did make all payment to scl health and ****** and paid off Now they just put new billing up that I owe **** I would like this issue to be looked into ! I dont think legal ! To go change stuff that you were allready told what to pay change it again These claims are being mis processed and then changed again after have been paid I believe I font owe them anything and they havent contacted me and changed my 0 balance and put past due and. Didnt mail me I want the ******************************************************************************* for them to be looked at *******

      Business Response

      Date: 02/03/2023

      Please see attached response letter, to ************* 

      Customer Answer

      Date: 02/03/2023

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:01/06/2023

      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 misleads you to think they have pain management group,when in reality they do not ! Its pharmacist making decisions about what medication is appropriate for you with no knowledge on the history behind the medication that you have been prescribed for the last 10 years. Without any consideration about your health and well being. I replaced opioid medication with belbuca a non addictive medication and am told today Kaiser will not pay for this but will only put me on morphine ( very bad for you ) take away my gabapentin for my nerve issues etc. The family doctor I visited today stated that Kaiser does not offer pain management, the doctors are for surgery situations only. I called before I took this insurance and they misled me to think that they have a specific pain management group. I was also told I could also opt out to see my own pain management group. Now I am informed that I need a referral that must be approved by Kaiser even if the ******* it is approved. I am scared that I am about to be forced to take medication that I do not want to take and be taken off the nerve medication that I need. They are making these decisions without looking at any of my history, MRI ct scans data reports from my pain doctor. Making these decisions based on Kaiser rules only ! I am scared about my health and well being but for one year I am stuck. I would like to keep with my current pain management group as they told me I would be able to do,since they dont have the pain group they say they do. I am scared for my wellbeing. Stating you offer a specific group is misleading and having my medication decisions made by a pharmacist not a Dr is wrong and making decisions without all medical facts scares me even more! I would hope the end result is that I can see my current specialist . And not be forced to be on medications that are not in my best health interest.

      Business Response

      Date: 01/15/2023

      Please see attached response to ****************** concerns. 

    • Initial Complaint

      Date:10/20/2022

      Type:Product 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 made an appointment with Kaiser Permanente's speech language therapy department for a traumatic brain injury following a trip to the ** on September 19th. I requested that Kaiser give me a referral to be seen quickly out of network, but they refused forcing me to wait a month for an appointment on October 20th. 24 hours before the appointment, after I'd already put in for a personal day, they canceled telling me I would not be seen for another 19 days (11/8/22). I was forced to medically withdraw from my semester of college and if the symptoms that led to my withdrawal are not resolved it would offset my graduation by a year. I do not know what a good resolution would be but wanted to file a report because I do think they have neglected what has frankly been a debilitating injury. Thank you.

      Business Response

      Date: 10/25/2022

      We have shared your concern with the Speech Therapy & ****************************** You requested to be referred to an out-of-network provider for your speech therapy. You have indicated that Kaiser Permanente refuses to provide you with the service out of network. You have stated that the reason for your request was due to the wait time to get you in for an appointment. You have stated that this has caused you to put a hold on your graduation time for college because you had to wait till November 8, 2022, to be seen. 


      On October 24, 2022, I spoke to you regarding some options for your speech therapy. I have shared with you that I contacted our Speech Therapy scheduling to find a more suitable appointment. I was able to find an open appointment for October 25, 2022, at the ****************** However, the distance can be a bit far. I also requested to see if there are other Kaiser Facility that can meet your needs. But I was unable to find the most reasonable place and time.  


      I did confirm that the earliest appointment was the one you are scheduled to on November 8, 2022, you stated that you will just keep that time.  


      In addition, I have provided you with the contact information for Speech Therapy and Language Pathology at ************ if you would like to follow up with them for any cancellations soon. 


      Thank you so much for your understanding and I look forward to your continued business.  

       

      Heathcliff W. 


    • Initial Complaint

      Date:10/06/2022

      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.
      Dear Better Business Bureau, ******* has told me "It is not illegal for members of the Preponderance of the Aryan ******* to be employed. It is to the discretion of the employer." Yesterday a SHIP ************************* Assistance Program) made a 3 way call to Kaiser Permanente to help me complain to them that representatives were calling me making proclamations of "Welcome to new members of Kaiser Permanente." Those phone calls are sinister and extremist. It sounds as if the Preponderance of the Aryan ******* who work for Kaiser have gone behind my back to cancel my health insurance at another company. I am not impressed with Kaiser Permanente. They have significant corruption issues. They are deceptive and smug about it. The Kaiser billing clerk I spoke to with SHIP claimed they would have an administrator and case manager contact me and mail an acknowledgment of the complaint on the phone. That is very unlikely when they have the corruption issues they have there. Their priorities are the Preponderance of the Aryan ******* and that's it. They don't know how. They are not accountable to anyone. What would be in it for them? It is understandable when they do not have a social conscience or any conscience what so ever.

      Business Response

      Date: 10/07/2022

      We have received member concern and are in process of investigating his concerns. 

    • Initial Complaint

      Date:09/16/2022

      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.
      I have had a health insurance plan through Kaiser for this year, 2022, and had premium payments set up on autopay and contact preferences set to paperless. I haven't received a single electronic notification of premium payments yet. Recently Kaiser cancelled my autopay and didn't send any notice of this. Then because autopay was cancelled, the premium payment was not processed. Notice was sent through mail but because this takes me longer to receive (which is why I signed up for paperless, electronic communication in the first place) I am now out of their grace ****** and my policy was terminated. Kaiser did not respect my paperless communication selection, did not communicate through proper channels, and did not give me adequate time to resolve the issue. Furthermore they are putting my health at risk by not allowing reinstatement of my policy and to cure of the billing issue.

      Business Response

      Date: 10/04/2022

      We have sent a letter with the below detail to our member regarding his complaint:

       

      Dear *************************, Dear **************************,

      We received a complaint regarding your enrollment from the Better Business Bureau of ******/*******.  You shared you signed up for electronic notifications and did not receive notice of your premium payment, being delinquent.  Your health plan was terminated 
      We have confirmed that your enrollment with Kaiser Permanente (KP) has been terminated for non-payment of premiums.  We confirmed that a payment was received by you on March 1, 2022, for your health plan.  On March 29, 2022, we sent a notice electronically and via postal mail that advised you the credit card expiration date was set to expire. On April 25, 2022, KP placed a telephone call to you, notifying of your account status. 


      On August 25, 2022,we sent a notice related to non-payment as your credit card could not be processed.  It is confirmed that these notices were sent via mail and electronically, with a pay by date of September 10, 2022.  KP reviewed your request for reinstatement, and we are not able to honor reinstatement at this time.  We know that is not the outcome you anticipated and apologize for any discontent in your member experience.  You can contact Connect for Health Colorado for further inquiries about coverage options available to you at this time.  www.connectforhealthco.com or ************. 


      If you have questions, please call me at ************(TTY 711), Monday through Friday, from 9:00 AM to 5:00 PM.


      Sincerely,
      ***********;G
      Senior Grievance and Appeal Consultant

    • Initial Complaint

      Date:08/26/2022

      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.
      Had to take my mom to Skyridge ER on 8/17/2022 for kidney stones, admitted on the night of the 17th and surgery to have a stent placed going from kidney to bladder to ensure smaller stones pass. Was told that the follow up procedure to have the stent removed would be on 9/6/2022, all of the post surgery paperwork states this date as well. Received an email on 8/26/2022 saying that there was no appointment for 9/6/2022 and that the surgery will take place on 9/22/2022 over a month after the stent was put in place. Stent has caused a staph infection and we were told to ****** how long the stent should stay in place and to ****** what else we can do in the meantime. Very unhappy with the unethical decisions of the staff with ******, the lack of care and the lack of follow up through anyone.

      Business Response

      Date: 09/06/2022

      Based on the previous request by the member dated August 26, 2022. A letter explaining the procedure in details that the appointment on September 6, 2022 was not moved. The letter sent to the member confirmed that there is a
      scheduled surgery on September 6, 2022, with stent removal being scheduled on September 22, 2022. We apologize of the notice was confusing to our member and appreciate the opportunity to review and response.

       

      Attach is the copy of the letter sent to ********************* on September 5, 2022.

      Customer Answer

      Date: 09/06/2022

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:08/24/2022

      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 have REPEATEDLY reached out to Kaiser to CORRECT LIES AND FALSEHOODS in my medical record regarding *******************, who states I have a medical condition which I DO NOT HAVE, and this information in my record is causing delay and confusion in treatment of current condition.I have filed TWO grievances now, filled out the ***** paperwork TWICE, and have sent copies of the notes of the visits in question with notes as to what the ***** AND FALSEHOODS are, and KAISER REFUSES TO FIX THEM AND CONTINUES TO ALLOW THIS DR TO LIE AND PRACTICE MEDICINE!KAISER CONTINUES to give me the "you're a valued member" ****, but DOES NOTHING to RECTIFY the problem! THIS HAS BEEN GOING ON FOR A YEAR NOW AND THEY REFUES TO FIX IT!!!!!!!!!!!!!

      Business Response

      Date: 09/14/2022

      Better Business Bureau, Inc,

      This is in response to your email received on September 4.2022y 15, 2022 (ID # #*********, forwarding concerns on behalf of our member, *************************. ****************** has sought the assistance of the Better Business Bureau for the resolution of their concerns with Kaiser Permanente.

      ****************** indicates she has repeatedly reached out to Kaiser Permanente to correct lies and falsehoods in her medial record entered by ********************. ****************** states she does not have ****** and it is causing delay and confusion in her treatment.

      ****************** has request that Kaiser Permanente remove the Crohns diagnosis and incorrect information about her sister.

      Please accept our sincere apologies for ******************** dissatisfaction and frustration. We value the opportunity you have given us to review and respond to her concerns.

      We have formally documented and shared ******************** concerns with the appropriate leadership, including the Gastroenterology Regional Director. We were informed ****************** would have to complete the Request for an Amendment of Protected Health Information Form to remove information in her medical records. Once the form is submitted

      We have confirmed Crohns is not listed in ******************** diagnosis. Once she submits the Amendment of Protected Health Information Form it will be reviewed and a decision letter will be sent to her.

      We are very sorry for any inconvenience or distress this issue has caused ******************.

      ******************** feedback is essential to our commitment of continuous improvement in delivering the highest quality, most appropriate and compassionate care. Our goal is to deliver excellent service to our members. Grievances expressed by our members do not affect their coverage in any way. If the above-noted member is dissatisfied with the resolution, they have the right to request a second review. Please have them put the request in writing to:

      Kaiser Permanente
      Member Services
      2500 *******************
      ******, Colorado 80014

      Written requests will be reviewed by ****************************** who will respond to you in writing within 14 calendar days of the receipt of the member's request. We may extend this timeframe up to an additional 14 calendar days at the member's request or if there is a need for additional information and the delay is in the best interest of the member.

      Customer Answer

      Date: 09/14/2022

      I HAVE FILLED OUT THE FORM TWICE AND SENT IT AND FAXED IT TWICE!!!  KAISER IS A PAIN IN THE **** AND LOSES FORMS!!! I SENT IT CERTIFIED MAIL AND HAVE PROOF THAT IT WAS RECIVED!  YOU DONT CARE- YOU JUST LET DOCTORS LIE AND LIE AND LIE!!


      THERE IS NO PATIEN T CARE!!  IT JUST THE BEAUROCRATI "WE CARE" BUT YOYU DONT GIVE A **** ABOUT PATIENT CARE!

      Complaint: 17764928

      I am rejecting this response because:

      Sincerely,

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

    Kaiser Permanente of Colorado is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.