Complaints

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

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Kaiser Permanente of Washington has 28 locations, listed below.

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  Kaiser Permanente of Washington

  320 Westlake Ave N Ste 100 Seattle, WA 98109-5233

• 

  Kaiser Permanente of Washington

  12400 E Marginal Way S Tukwila, WA 98168-2559

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  Kaiser Permanente of Washington

  521 Wall St Seattle, WA 98121-1851

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  Kaiser Permanente of Washington

  950 Pacific Ave Ste 900 Tacoma, WA 98402-4425

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  Kaiser Permanente of Washington

  2211 Rimland Dr Ste 114 Bellingham, WA 98226-8654

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:10/26/2022

  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 recently moved to *******, **. Before I moved, I reached out to a health care broker to assist my husband and I with applying for medical insurance through the Washington Health Care exchange. We selected the bronze plan from Kaiser Permanente and completed our application. Shortly after we arrived, (and after a few hiccups submitting proof that my previous health insurance had ended), I received a bill for the first month's premium in the mail. I wrote a check and mailed it to the address on the included payment coupon. The amount was for $852. After waiting several weeks, I was notified by e-mail that my payment was overdue. (After checking the bank account, we saw that the check had been deposited on Oct. 11, 2022.) I still hadn't received any insurance cards or confirmation that we had paid. Shortly afterward, I received a second bill for November's premium in addition to October's premium, which they claimed was overdue. I sent a second check for the November premium only, using the included payment coupon. I contacted the Washington Health Plan finder. They confirmed that I was enrolled in the bronze plan but that I would need to contact Kaiser for my insurance cards. On October 24, I spent 3 hours on the phone with various Kaiser Permanente representatives (6-7 different people). Not only could they NOT confirm that I was enrolled, I was told that neither my husband nor I could be located in their system, and they had no record of my application or payments. I don't know who else to turn to because Kaiser has no record of me, and the Washington health plan finder is not being helpful either. At this point, I would like to wash my hands of Kaiser, get all my money back, and cancel my health plan so I can start over.

  Business Response

  Date: 10/27/2022

  Re: Complaint ID # ********
  
  Dear Resolutions Specialist:
  
  Thank you for your October 27, 2022, notice about a concern brought to your office by a member who recently applied for coverage with Kaiser Permanente.
  
  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 5 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.
  
  Sincerely,
  
  ******* L
  ****** Relations Coordinator
  WA ************ Grievance Operations

• Initial Complaint

  Date:08/31/2022

  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.

  WA Healthplanfinder support request (623810).When I originally attempted to get this matter resolved in Jul by calling Kaiser directly, I was told by the agent that I have been approved for reinstatement. I called them because to my knowledge at that point I was helped to be put on auto-pay, only for me to receive an invoice in July for services rendered and medications ordered in Jun and Jul of 2022 that were marked as uninsured. I was also told by Kaiser that premiums for Jun and Jul 2022 that otherwise would have been due was waived (a fact I've repeatedly stated and ignored as if I made it up) and to expect my next bill in Aug 2022 which never came. When I arrived for a doctor *********** on Friday Aug 19, I was told I had no insurance on file, contradicting what I had previously been told up to that point. When I called Kaiser again a few days later asking why my status wasn't reinstated like they said, instead of addressing the matter, they referred me to WA Healthplanfinder Support. This means that the entire time, instead of being under the impression that things were rectified, I was lied to and ended up incurring even more uninsured expenses due to Kaiser's failure.Kaiser is running me around, requiring me pay for 3 months of insurance I didn't even use nor had. I have already paid for the doctor visits and medications for which I was billed in June and July. I haven't ordered my required medications since Jun nor received needed care for chronic illnesses since May because I can't afford it without insurance. I have yet another bill for services rendered in Aug that were also marked uninsured. Kaiser is exercising bad faith by requiring me to pay 4 months total insurance to be insured for Sept when due to their negligence I didn't even have insurance for 3 of those months.It's bad enough that I'm constantly being discriminated against and my health concerns repeatedly dismissed, only to deal with nonsense like this on top of it.

  Business Response

  Date: 09/06/2022

  Re: Complaint ID # ******** 
  
  Dear Resolutions Specialist:
  
  Thank you for your September 1, 2022, notice about a concern brought to your office by our member on September 1, 2022, about the eligibility of their health plan.
  
  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.
  
  Sincerely,
  
  Mandy S
  ****** Relations Coordinator
  WA ************ Grievance Operations

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17807963
  
  I am rejecting this response because:

   

  Completely unacceptable to try to hide behind "privacy" knowing full well that in the meantime I have to deal with being uninsured while you drag your feet for up to 30 business days probably to just act like it's still not your responsibility to do the right thing. I sincerely hope a class action lawsuit runs you guys into the ground one day for deliberately compromising patient care and patient outcomes. 

  
  Sincerely,
  
  Dar-*******************

• Initial Complaint

  Date:08/08/2022

  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.

  Kaiser Permante does not want to help me with my Sleep Apnea. I have paid their money and gone through every single one of their processes at over $250 a checkup. I have paid almost $1,000 to go through their process to get treatment for my sleep apnea and they do not want to provide me the treatment I need. I have talked to several people today and not a signal person has been of any help. The last person I contact told me I have to call my provided and not Kaiser Permanente to get the approval for my surgery.I compare this to taking your car to the mechanic.I take my car to the mechanic and they give me a diagnosis. They tell me the cost is this to diagnose and then this is the cost to repair.Comparing this to my medical team.,I go the the DR. get told I need to follow these steps.1. do a sleep study - Completed 2. Go to my primary and get a referral to the specialist - Completed 3. Go to the specialist to get a recommendation. Completed They did the diagnosis and are basically saying I need to pay for another diagnosis before they can treat me. I do not need another diagnosis and I do not need to pay anymore money as I have already seen the specialist who has clearly stated my nose needs major repairs.I have not slept for more than 1 hour at a time because I cannot breath at night. At this point if my medical care continuously gets denied I am going to hold them accountable for any thing that arises at this point.Worse case scenario I fall asleep while driving. It will be 100% Kaisers fault.After going through all of their checks and paying the cost at every single appointment they deny parts of my surgery based on their financial needs and not my medical care. They want me to pay more money to go through an appeal process and get scans on my nose to prove I need surgery. This was never communicated to me or the specialist and now they are wanting more money from me to go through processes that I have already gone through and paid money for.

  Business Response

  Date: 08/09/2022

  Re: Complaint ID # ********
  
  Dear Resolutions Specialist:
  
  Thank you for your August 8, 2022 notice about a concern brought to your office by 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.
  
  Sincerely,
  
  ******* L
  ****** Relations Coordinator
  WA ************ Grievance Operations