Health and Wellness
Maui Health Systems, A Kaiser Permanente Foundation Hospitals LLCThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Maui Health Systems, A Kaiser Permanente Foundation Hospitals LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/25/2025
Type:Product IssuesStatus: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 writing to formally file a complaint regarding the mishandling of my prescribed medications during my admission to Maui Memorial Medical Center on February 11, 2025. Upon arrival at the **************, I brought my prescribed medications in a sealed Ziploc bag to show the ** doctor. However, after being admitted as an inpatient, my medications did not accompany me to my room and were never returned to me.Despite multiple follow-ups with both the ** and Patient Relations, my medications could not be located, and I was denied the opportunity to file a formal complaint or request a proper investigation. This lack of accountability is both unprofessional and concerning, as the loss of prescribed medications poses a serious risk to patient safety.I request an immediate review of this matter, a formal investigation into the mishandling of my medications, and clear steps to prevent similar incidents in the future. Please provide a written response detailing the actions taken to address this issue.Business Response
Date: 03/07/2025
March 6, 2025
Better Business Bureau
PO Box 191279
*****, ID *****
**********************************************************************
Fax **************
Re:****** ****** ;BBB ID# ********
Dear Resolutions Specialist,
Thank you for contacting Maui Health. Maui Health strives to continually do our part as a trusted partner in enriching our communities health by providing exceptional health care for the people we serve with compassion, dignity, and respect.
Following receipt of the communication from the Better Business Bureau February 25, 2025, Maui Health has been in contact with Mr. ****** through our Patient Relations team and have successfully worked through resolution. There was opportunity for improvement identified in our process for ensuring the timely return of home medications brought in by patients and we are committed to addressing these opportunities.
Maui Health System
Quality ImprovementInitial Complaint
Date:01/03/2025
Type:Billing IssuesStatus: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.
Prior to service being offered by the provider a copay of $335 was requested which was paid on 10/31/23. This was the correct copay amount for the 2023 United Healthcare ******** Advantage Plan at that time. The provider is now billing for an additional $60 which presumably is due to an increase in the allowed copay for the same plan in 2024. However, the service was provided in 2023. This is unacceptable as it will effect my credit rating. An apology is requested of them and confirmation the claim has been removed. United Healthcare has contacted them several times about the matter. The latest attempt on 12/31/24 resulted in the provider advising the insurance company that they didn't know what the $60 was for!Business Response
Date: 01/14/2025
January 14, 2025
Better Business Bureau
PO Box 191279
********************
**********************************************************************
Fax *************
Re: ***** ******; BBB ID# ********
Dear Resolutions Specialist,
Thank you for contacting Maui Health. Maui Health endeavors to continually do our part as a trusted partner in enriching our communities health by providing exceptional health care for the people we serve with compassion, dignity, and respect.
Following receipt of the communication from the Better Business Bureau dated January ******, Maui Health has been in contact with Mr. ****** through our Patient Relations team and have successfully worked through resolution. ***payments are estimated at time of service and may be subject to change after final billing.There is opportunity for improvement regarding the explanation for potential increased co-payments by both care and insurance providers.
Maui Health System
Quality ImprovementCustomer Answer
Date: 01/14/2025
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:11/16/2022
Type:Service or Repair IssuesStatus: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 September 15, 2022 I had a rotator cuff repair surgery done at Kaiser ******* by doctor ******** Surgery went well. My wife drove me home and all is well. The doctor and nurse mention to us that there will be some discharge from surgery. While several hours has pass and my wife note some blood spot on my bandage on my back side of my shoulder of surgery she put some folded paper napkin. She changed paper napkin again it bleed through, we were concern, by than it was 7:00 pm we called Kaiser urgent care talk to a advice nurse explain the bleeding dis charge she ask how much bleeding by measurements of cups, my wife explain its just soaking the paper napkin and saying she change it in two hours. At this time the nurse told us to go to the emergency room, so we did.This is where my complaint comes into play at the emergency room.. I got admitted see the nurse explain whats going on. So we explained it. Nurse left the room and doctor came in. At this time no one has tempered with the bandages that doctor ******* put on since surgery that day. Doctor took a look. She said shes going to call doctor ******* to see what to do. Doctor ******* said to doctor change bandages and sent me hone. This is the main complaint when they bandaged me up they did a very, very unprofessional job. They did cover it up properly and didnt secure it with, it keep on coming off when I got home, and I out in ***** Maui county about 24 miles. I dont have photos of doctors ******* bandage after surgery but I do have photo of the bandage work done by emergency room nurses. I do have Medical insurance by kaiser. Emergency room charge $745.00 Insurance contractual allowance &****** Insurance payment $302.30 Patient balance $100.00 They should have get paid for bad services.Information;Hospital visit #******* Maui Health ***********************,C Provider: *********************(MD)9/15/2022 *****************Business Response
Date: 12/08/2022
Attached you will find the requested response to BBB ID ********.
Thank you for your time,
**************************, RN, BSN, CIC
Infection Prevention & Quality ManagementBusiness Response
Date: 12/08/2022
December 5, 2022
Better Business Bureau
PO Box 191279
*****, ** *****
*****************************************
Fax **************
Re: ***********************; BBB **# ********
Dear Resolutions Specialist,
Thank you for contacting Maui Health. Maui Health endeavors to continually do our part as a trusted partner in enriching our communities health by providing exceptional health care for the people we serve with compassion, dignity, and respect.Following receipt of the communication from the Better Business Bureau dated November 16, 2022, Maui Health has been in contact with **************** and are working through resolution.
Please note that ****** Health ****************** (HHSC) is not the operator of Maui Memorial Medical Center at the time of the communication and will not be responding to this communication. Instead, please update your contact information to reflect:
Maui Health System
Quality Improvement
Attention: ************************************** or ***********************
221 ***************
*******, ** 96793Customer Answer
Date: 12/16/2022
This issue has been resolved on 12/12/22 to my satisfaction.
Thank-you for the service.
Maui Health Systems, A Kaiser Permanente Foundation Hospitals LLC is NOT a BBB Accredited Business.
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