Complaints

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

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  Kaiser Permanente Northwest

  500 NE Multnomah St Ste 100 Portland, OR 97232-2031

• 

  Kaiser Permanente Northwest

  PO Box 34295 Seattle, WA 98124-1295

• 

  Kaiser Permanente Northwest

  PO Box 34157 Seattle, WA 98124-1157

• 

  Kaiser Permanente Northwest

  7105 SW Hampton St Tigard, OR 97223-8314

• 

  Kaiser Permanente Northwest

  2300 Lancaster Dr NE Salem, OR 97305-1223

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:11/29/2023

  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.

  All relevant details are in the notice of resolution. No payment has been made at this point. I need this issue resolved, as well as a mailing address to send a Demand for Arbitration. We have this notice stating that the business owes me money, but they refuse to pay even 1 *****. Mediation would be a preferred outcome.Notice of Resolution Kaiser Foundation Health Plan of the Northwest Member Relations 500 ***************., Suite 100 ********, ** ***** **************************** ********************************************** ********* Health Record Number: 10-0064148958 October 27, 2023 Date of initial determination: September 17, 2023 Date appeal received: October 26, 2023 Claim Number Date of Service Billed Amount ********* 09/02/2023 $62.3 Dear ****************************, We are writing to let you know we received your appeal on October 26, 2023. After carefully reviewing all relevant information, we have approved your request. ****, I apologize for any confusion or inconvenience this billing issue has caused. We appreciate you sharing your concerns and allowing us to review your reimbursement request for you.Your reimbursement for date of service September 2, 2023, has been processed with a balance of $32.00 co-pay to you. Please allow 30 days for processing. If you have additional questions regarding your bill or your balance, please contact ***************** Services at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m.Have questions? If you have questions, please contact me at ************ (TTY 711), Monday through Friday, 9am - 5pm .Thanks for the opportunity to respond to your request. We value your membership and look forward to serving your future health care needs.Sincerely,********** Senior Grievance and Appeal Consultant

  Business Response

  Date: 11/29/2023

  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: 11/29/2023

   
  Complaint: 20934957
  
  I am rejecting this response because: No solutions have been offered. When the check is in my hand, the case gets closed.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/04/2023

  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: 12/05/2023

   
  Complaint: 20934957
  
  I am rejecting this response because: The same reason.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/08/2023

  We have received the member complaint. A repeat 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: 12/13/2023

   
  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:09/19/2023

  Type:Customer Service 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.

  On 9/18/23, I called the Kaiser Nurses Advice line to get some advice about my sons illness. There was a quick onset of symptoms including loss of taste. The nurse scheduled an appointment with the doctor for 9/19/23 at 9:20am.It was a phone appointment. On 9/19/23 at 9:24am, someone from Kaiser called me and said the doctor was running late and I would get a call within ***** mins. At 2:30pm, I still had not received a call from the doctor. I emailed member services and the doctor himself. I emailed member services to file a grievance and I asked for it to be escalated past a case manager. I have had many problems with Kaiser and each time I file a complaint, I get a form response that a case manager will review the situation and provide a resolution. They NEVER provide a resolution because Kaiser never finds themselves at fault. Medical racism is a thing and Im sure this may be happening. I want my complaint taken seriously and I want a resolution to MY satisfaction.I called Kaiser, spoke to someone who then transferred me to someone else. This person said the doctor was away and would call when he was available. I got a call from the doctor at 3:21pm and the call was 3 minutes because he had to take another call. At 3:****, he called back and finished the appointment.My child did not receive timely medical care and Kaiser case managers always side with Kaiser.I expect a resolution from a clinical care director or someone who is above a case manager.

  Business Response

  Date: 09/20/2023

  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. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20629073
  
  I am rejecting this response because: Kaiser always says they will assign the complaint to a case manager to review. The case manager never finds that Kaiser had any wrongdoing, so their investigation process is flawed and not helpful. I will not be satisfied with the response unless I get one from the clinical care director. They will also tell me they cant forward my complaint to anyone else because they dont really care about their patients and their health. Kaiser only cares about profits.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/26/2023

  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: 09/28/2023

   
  Complaint: 20629073
  
  I am rejecting this response because: Kaiser always says they assign a case manager to the complaint and the case manager finds no wrongdoing.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/29/2023

  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:09/09/2023

  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.

  I went into the Kaiser ER at Sunnyside, in clackamas, with chest pain, and shortness of breathe. I spent 6 hours in the waiting room, with no offer of oxygen despite not being able to breathe right. They took a blood test, but didnt initially even look for the right problems, then an X-ray of my chest. Which both came up clean, so they told me to make an appointment with my primary doctor. A month from now. When I explained again how Im struggling to breathe, Im dizzy, and nauseous, they still sent me home. Without any help. Im still struggling to breathe, my chest hurts, Im dizzy, and I dont know what else to do. They honestly acted like they couldnt care less about the situation. I heard nurses joking about taking adderall to get through the night, I heard the doctors and nurses talking s*** about how patients look. Oh and the doctor who was helping me, laughed in my face when I said so I wasted my whole night just to be told you wont help? I dont think its acceptable the way I was treated, and cared for. I have no other options for my health, because I cant afford going to another ER, doing all of those tests. So Im sitting at home, after being in an ER struggling to breathe for hours, hoping I done die in my sleep.

  Business Response

  Date: 09/11/2023

  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: 09/12/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/14/2023

  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.

  Kaiser is refusing to cover care for my eating disorder. I also have a substance use disorder and the only contracted facility won't take me because of my untreated eating disorder. I am seeking care. My employer pays $800 a month for this plan for me and I'm not getting care

  Business Response

  Date: 06/15/2023

  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. 

• Initial Complaint

  Date:05/27/2023

  Type:Delivery 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.

  Couple months ago I contacted ***** to transfer over a prescription. They told me it would only take a couple of hours and they will get it filled. 1 week later when my medication had 1 day left, I still didnt hear an update. So I called the pharmacy and they told me it was out of stock and they didnt know when it would be back in stock. I waited and waited and they told me i could drive an hour and a half and they would be able to fill it. I was lied to by several people saying it would be filled. I drive all the way down there, get there and it wasnt even filled. I had to wait 45 min for it to be filled. I then finally had someone contact me a manager and she let me know about ordering online to prevent all of this from happening and I could get a bigger quantity and it would be cheaper. So the next time I did, this and it wasnt cheaper and I could only order 30 days instead of the normal 90 days. about 1 week ago I ordered it online because I was running low and after 3 days they said they couldnt process the order and to call a number for help. I called the number and she said well youre going to runout before another online order gets to you so I will get it filled locally before the holidays so you wont have to worry about it. Then she assured me that I wont run into the issues I did before and that it would be ready before the holiday when they were closed. I noticed I had 1 day left of my prescription and it still wasnt filled. I called and they said it looks to be out of stock and it will not be ready until after the holiday.. I AM OUT OF MEDICATION. I have been through this 3 times now and Im out of medication and they dont care and have people lie over and over. I have no idea when my medication will be filled. This is depression medication, and can severely Damage my mental health. This company is causing me health issues by not providing this. I NEED MY MEDICATION ON TIME AND NOT TO BE LIED to over and over again.

  Business Response

  Date: 05/30/2023

  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. 

• Initial Complaint

  Date:05/12/2023

  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 am a Psychiatric Nurse Practitoner In the ***************. I returned back to the state after I had a spinal cord issues that made my academic medicine job diffiuclt. I returned back to ****** and *********** care with kaiser. I was diagnosed with ADHD in childhood (6 y/o). . i have been on a variety of medications on and off the years depending on work load and type of work. I was originally diagnosed with ADHD whil eat the ********** Kaiser Permanente and had to do extensive testing At **************** univeristy in the early 90's. My Kaiser PCP wasn't comfortable perscirbing the mediation I had been managed on historically> i was told to go to Psychaitry so I tried to get a psychaitry appointment. 6 months later still no appointment so I found a private provider who was perscribing my medication. A few months later i cancelled my kaiser membership because it was too expenive ($500/mo + what i had to pay for my mental health out of pocket). Kaiser however was easily able to refill my medication that is hard to find in the community so I kept going to the pharmacy and paying out of pocket (still less than trying to cover both private perscriber and my insurance). I currently work in at a county job and cover multiple forensic faciltieis. My Days are abotu 16 hours long and i know how diffiuclt it is to find some of the perseciptions in the community both for myself and for my (non-forensic) patients when I'm doing private care. Well I went in to fill my script today and the Pharmacy refused to refill the medication that my perscriber refilled yesterday. The reason? Because I'm not a kaiser member. So this is an organization with so few mental health providers people need to go out of pocket to find one and then when they can't afford the costs move to difffernet insurance and then refuse to refill mental health mediations based on membership that is very expensive. They had no problem filling from this same perscriber when I was a member. This is a problem.

  Business Response

  Date: 05/15/2023

  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. 

• Initial Complaint

  Date:02/24/2023

  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.

  On 9/30/20 I contacted Kaiser ****** Services to cancel my coverage and eliminate my auto pay so I would not be charged for October. I was told that because it was so late in the month, the auto pay would possibly go through but not to worry, they would refund the amount if it did. Shortly thereafter I noticed that I was charged and called to request the refund and was informed that because I had not cancelled my membership through the Marketplace, they reinstated my Kaiser coverage and charged me for it. I was never instructed that I needed to ALSO cancel through the Marketplace and had no idea this is what I needed to do. I would have done this if I had known that I needed to. Kaiser reviewed the call and determined that I had not been informed of the need to do this. I ended up in a kind of limbo where the Marketplace and Kaiser sent be back and forth saying that I needed a retro-termination but neither could act without the other. I called and explained my situation a number of times and was finally assisted by someone with submitting a complaint. I received a few different letters (that I will attach) explaining that Kaiser was reviewing my case and they would get back to me. Months would go by with no response and I would check in again only to be stalled. By October 2021, I was calling regularly. I left dozens of messages at the office of ****** Relations (that was supposedly reviewing my case) and never received a single call back. I waited on hold for sometimes over an hour to talk to someone only to have someone pick up and disconnect the line. I was polite and patient throughout this situation but after finally deciding to go to the office in person, I was told at the door that ****** Relations was seeing no one because this was the peak of the pandemic and that I needed to call. I have never received a follow up call or letter from Kaiser. Anxiety over the situation led me to give up until a friend suggested contacting BBB for help getting resolution.

  Business Response

  Date: 02/27/2023

  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: 03/03/2023

   
  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 as long as I receive a response in a reasonable amount of time. It has been nearly 7 days and I have not received any correspondence other than to say they are reviewing the case. As I stated in my original complaint, I have received this response many times before with no follow through.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/18/2023

  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.

  Hello,Received a new knee on 5/3/2022. The knee replacement was not successful. I'm in constant pain not able to bend or straighten my knee. I was told by my surgeon it was by PCL and a revision was needed. The revision was never done but was sent to two additional orthopedic doctors for their opinions. I've done *********, manual manipulation and I'm still the same. ************, **************, and ********** with Kaiser Permanente in ******** and Capitol Hill. I'm requesting outside options at this time but was denied.

  Business Response

  Date: 02/20/2023

  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:01/28/2023

  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.

  About November 2022, my wife had a procedure. We received a bill towards the end of November for $291.84. I directed our ************ to issue and send a check to Kaiser. The check was issued on or about November 28, 2022. The check was cashed on or about December 7. We keep getting bills saying we are overdue. We also get robo calls from Kaiser directing my wife to KP.ORG and to "pay bills." I have contacted Kaiser several times. I have mailed a copy of the front and back of the check on at least two occasions. I faxed a copy of the check front and back on one occasion. I have complained to member services only to be directed to ***************** Services. ***************** Services keeps telling me the matter is being researched and they will call when they sort it out. It is now the end of January, and we will be getting another bill in Feb asserting we our overdue. Their billing department is routinely incompetent, but in the past has fixed their mistakes in a timely fashion. This is the only time they seem unwilling or unable to fix the problem, and worse they keep robo calling my wife. I question the legality of robo calls to "*****" and directing the person to click on "pay bill." ***** is no way for Kaiser to know who is answering the robo call.

  Business Response

  Date: 01/30/2023

  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: 01/30/2023

   
  Complaint: 18944338
  
  I am rejecting this response because: I have already contacted ****** Services, and they responded back with a letter stating that it was being handled by ***************** Services. ***************** Services keeps telling me that it is being researched and they will get back to me. So the response is just a repeat of their previous apparent inaction. In the meantime I will continue to get overdue notices and robo-calls.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/02/2023

  We have received the member rejection and added it to the members case for response. We will respond directly to the member.

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18944338
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/22/2022

  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.

  I unknowingly had two health insurance plans simultaneously. One was in ****** at Kaiser NW, and the other in ********** also with Kaiser NW. The problem happened when I moved to Washington and I purchase the health plan in that state. I understood that I only would only have one plan. Around June/July I started getting late payment notices in the mail, which I know know was for non payment of my Washington plan. There was no mention of the late payment on my online portal. When I called I was told that I was up to date on more than one occasion. I was even told to disregard the notices because my plan was paid and up to date. My Washington Kaiser plan was eventually cancelled, which is when I found out that I still had an ****** plan. I have tried over a dozen documented phone calls to get help from ****** services, but I have not been receiving any communications back about my grievance. My Washington Kaiser plan begun in February 2022. The entire year from February - September is over payment to ******. I should be reimbursed for over payment ********************************, Dec. 18, ****.****** Kaiser Plan was $312 per month. My last payment to the ****** Health Plan was September 2022. In 2022 I paid ($312) X 8 months = $2,496.00

  Business Response

  Date: 11/23/2022

  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.

  Customer Answer

  Date: 12/02/2022

  Hello I have not been contacted by the business as stated in their response to the BBB complaint. I would like this complaint to stay open until it is resolved. I didn't understand that I had to respond to keep it open when I haven't been contacted by the business. They owe me thousands of dollars and have been avoiding my phone calls, and will not email me. 
  
  -- 
  ***********************, 

  Business Response

  Date: 12/09/2022

  Hello, 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.