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Business Profile

Medical Service Organization

Kaiser Permanente Northwest

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Service Organization.

Complaints

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

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Kaiser Permanente Northwest has 16 locations, listed below.

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    Customer Complaints Summary

    • 24 total complaints in the last 3 years.
    • 5 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/23/2022

      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 found out I was pregnant in February and called Kaiser Permanente to establish care. I was told my insurance was accepted and we were in-network for service. What I was not told was that KP would no longer be accepting Premera starting in March and that my care would then be rendered "out of network" from then on out. Upon receiving a bill of $491 in August (at 20+ weeks), I called Premera and they confirmed we were now out of network. Not a single person at KP during my multiple visits mentioned this change to me.Not only did I have to go and find a new OB at 25 weeks pregnant, but I was also being hounded constantly for payment for this bill. If I had known before signing on that our insurance would be dropped, I would have found another OB elsewhere. Not one person from ** told me this at any point.To add insult to injury, the midwife + team that I was seeing at KP has not reached out a single time since I left their care. For all they know, I could be dead. No one has called to check in or even questioned why I haven't been back to see them. It proves that this company cares very little about the safety and well-being of their patients, but only the bottom line.

      Business Response

      Date: 09/29/2022

      Re: Complaint ID #********

      Dear Resolutions Specialist,


      Thank you for your September 23, 2022, letter about a concern/an inquiry brought to your office on behalf of our member.


      Due to privacy reasons, we are unable to address our member's complaint in detail through this method. Therefore, this       will be the only response the BBB receives directly from us.

      In order to ensure our member's concerns are addressed, we have documented this complaint for our ******************** to research and resolve. We will contact our member directly by letter with the outcome of our review within 30 days of the date we received this notice.


      If our member needs assistance in the meantime, they can reach ****** Services by phone at ************** or by email at kp.org/wa/email Monday through Friday, from 8 a.m. to 8 p.m.


      If the BBB has any questions about this response, please call our ******************** at **************, Monday through Friday, from 8 a.m. to 5 p.m.
      If you have questions, please call me at ************ (TTY 711), Monday through Friday, from 8 AM - 5 PM.


      Sincerely,


      Tiffani L
      ****** Relations Coordinator
      WA ************ Grievance Operations

    • Initial Complaint

      Date:08/18/2022

      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.
      On Thursday July 28th 2022 I was seen at the Kaiser Sunnyside ** and I was misdiagnosed for the medical care that I received. I was standing outside of my daughter house and I sat on the picket fence and it busted and I fell backwards onto the fence and injured my back. I was in alot of pain so my daughter who I live with had me go into the ** at Kaiser Sunnyside. Once I got there I was seen and the doctor said he did not think I broke anything so he did not really do anything with me I was in and out of the ** in less then 45 minutes. He suggested to take some Tylenol and some patches on the "PULLED MUSCLE" area for the pain. He said that I did not brake or fracture anything in his "PROFESSIONAL OPIONION" and so there was no reason to take x rays. After complaining all weekend to my daughter on Monday August 1st 2022 she took me back to the ** and the ** doctor there decided to do x rays and found out that I did INDEED fracture my back. So I went ALL weekend in pain and suffering and not able to sleep in my own bed because I could not deal with the pain. They sent me home in a back brace that ended up being TOO small for me and they had to special order the right size so it was over a week before I got the proper size back brace. My daughter *************************** is my power of attorney and is my caregiver. We want Kaiser to take responsibility for the misdiagnosis that the original ** doctor gave to me. We did get a response to the grievance that I filed. Sadly this is NOT the first time of misdiagnosis I have received. My daughter and I have filed many grievances with Kaiser over the 50 plus years I have been a member and they NEV** fix the problem. This in return has caused me more pain then needed. I am 83 years old and I do not heal as quickly as I would if I was younger. I want this noted on the BBB site so others can see the horrible care that they give their ******** Patients

      Business Response

      Date: 08/18/2022

      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.

    Kaiser Permanente Northwest is NOT a BBB Accredited Business.

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