ComplaintsforKaiser Permanente of Colorado

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Initial Complaint
03/06/2024
Complaint Type:
Product Issues
Status:
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.
Here it is because it's ongoing and too long (in size and in time)************************************************************************************
Business response
03/06/2024
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
02/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a policyholder, or was a policyholder for the (check KP insurance pic) when I went to the emergency in KaiserAurora the address is on the first bill. I had a fractured toe on top of the articulate bone of the right footan incident occurred at the gym in the middle of December of 2023. They took my x-rays, somewhat (checked) my injury, and told me to make an orthopedics appointment.I went to orthopedics, they told me they will take my x-ray again, [I had to pay twice] for the x-rays in Aurora and then in ******. I asked them to asked the Aurora Kaiser to send they copies of the previous x-rays but hey denied and said their department doesn't work with them. The doctor came and checked we spoke for less than 10 minutes before he said that I could leave and make another appointment then he would write me an ointment cream for when my toenail would turn black. But he did not give any medications any treatment, or any case for my toe. [Yet, still, they charge me $****** besides the doctor's visit in my bill]. I paid the bill of $ ****** ($188 office visit and $67 for the x-ray) the second time and did not notice it until now. I am reporting it and sharing both bills for both visits in Aurora (Kaiser) and one in ******. I think they have over-changed me by making a fake (services for $ ******) and added it to my bill. Therefore, $751.26 in total both bill combined, where $384 is the extra, or ****** charged. I need a refund on the extra charge of $ ****** because they did not touched me or given me any treatment when I was there. This is an overcharged, because orthopedic (doctor) visit should be included in the office visit (supposable). I am a full time university student and a full-time worker, and it very hard for me to make money, and they over charge me redundantly. I appreciate your helping me in sorting this out, and as of yet, I have not spoken with anyone in the billing because they put on long waiting lines. Thank you.*****************.
Business response
03/18/2024
Good day.

We received the member complaint on 02/28/24. A case had been set up and assigned to a Case Manager for response. We responded directly to the member. Thank you!
Best,
**************

Customer response
03/18/2024

Complaint: 21357163

I am rejecting this response because:
I think KP have over-changed me $384.00 (medical services) by making extra add-on, beside the office visit charge of $ 188.40.
The over charge medical services are separated from office charge ($188.40), Why?
Is KP charging its customer $188.40 for just sitting in a waiting-rooms.
No, medications, No bandaged, No especial care was given then what is $384.00 (medical services) was charged, or included in the bill?
What medical services (provided) in billing details is required that (illustrating) actual charged would be sufficient.
I appreciate your helping me in sorting this out, and as of yet, I have not spoken with anyone in the billing because they put on long waiting lines.
Thank you.

Sincerely,

*****************
Business response
03/28/2024
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 response
03/29/2024

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
01/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In August I went to the ********** Clinic and saw *************************** who claimed she group chatted with someone in Orthopedics about the nature of my injury to my right thumb. I have been to Lonetree Orthopedics and saw several doctors. I was given cast in late August and then it was removed in September. However after the cast was removed the xrays still say my finger is fractured but Kaiser wants to me to go to physical therapy but yet still requires me to wear a brace. The last email communication was the last doctor I was Dec 18 with ********************* in ******** to ask the question the xrays show the finger is fractured but yet I get told that all is fine. Since that time the doctor themselves has not returned my emails. I choose at this point email communication with Kaiser because Kaiser has lied to me in the past (they wanted my credit card number over the phone). I find it unprofessional that since Dec 18th this ******************* has not replied back himself regarding this matter. All Kaiser wants to do is take an x-ray and tell me is all is fine. No all is not fine and they tell me they are not ignoring me which I also believe is a lie. If you had nothing to hide Kaiser you would have come forth. All the doctors that I have seen since August starting with *************************** need to be charged with medical malpractice as the facts speak for themselves. Abandoning a patient is not acceptable and is heavily frowned upon by the Colorado ************* for which I have reported several people regarding this matter including ****************. I need transparency and truth. The facts are in the system. When I write to customer service I get nothing but canned letters. The medical records are there. If you are not going to be truthful then I will have to take this matter to arbitration because Kaiser has chosen to drag this process out when it is not needed to be dragged out.
Business response
01/17/2024

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 response
01/17/2024

Complaint: 21145013

I am rejecting this response because Kaiser needs to tell me the process for arbitration. This message is just the typical response from Kaiser.
They will lie about the facts of the case. Please tell me the process for arbitration you have lied Kaiser and the facts are there the medical xrays state
that my finger is fractured which has impacted my quality of life and health. I don't want a canned letter I want arbitration so doctors at Kaiser don't make more
medical mistakes. I am not going to wait 30 days for the typical letter the facts are there the Kaiser doctors need to be held accountable for this medical malpractice.
Honestly I can not even find the arbitration process online nor in customer service and don't tell me to go to an attorney when the facts in my medical record are clear my finger is broken

Sincerely,

*************************
Business response
01/18/2024

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 response
01/18/2024

Complaint: 21145013

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
12/09/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The behavioral health doctors cannot adjust their schedule for a paying customer. I'm having mental ********************** issues and cannot reach a doctor or get a doctor to contact me during requested hours. I'm playing phone tag with people. My wife has money taken out of her account for me to be covered. I need to be contacted by PR, CEO, or another executive. The supervisors of my doctor cannot reach me during proper hours. I'm having severe safety concerns and all they do is call the police.
Business response
12/11/2023
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 response
12/12/2023

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. I have an appointment with ************

Sincerely,

*************************
Initial Complaint
11/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
************************* of the Kaiser ******** orthopedics center is a con artist. He's attempting to collect on several patients by leaving voicemails and billing the customer without their consent. My surgery at the center was not optimal. Several months out from the surgery and I am contemplating finding a new surgeon to fix the issues with my foot that ************ caused. My foot is in a great deal of pain but Kaiser is more concerned with paying ************ than treating me.Kaiser Permante has 0 mental health support. They treat you like an insane person even if you just have anxiety or depresssion and say there is 0 available appointments within 6 months. Do not pay your employer for a Kaiser plan. You are better off looking for a private company that has *************. He left several voicemails and I have just found out that Kaiser Permanente is attempting to send me to collections due to these charges I was unaware of.
Business response
11/09/2023
Good day.
This issue has been received and a case generated. This will be handled through the internal grievance process and the member outreached directly.

Customer response
11/09/2023

Complaint: 20845096

I am rejecting this response because:
Kaiser has not adjusted billing. They are trying to scam $220 from me in appointments that never happened. They have attempted to send me to collections despite me having a payment plan in place.

They have not assisted in any way during this process. They have ignored my past 6 emails without acknowledging that ************ is trying to scam me.
Sincerely,

Teagan *****
Customer response
11/21/2023
Kaiser had not responded to me at all. They sent me to collections over phone appointments that never happened. This is called fraud and Kaiser is stealing. Why are you closing this case when it is an active issue?
Send this to the local *** field office so they can take over. This is insanity
Business response
12/11/2023

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 response
12/20/2023
Do not close out my case please! Kaiser has refused to respond to me. Im in dire need of assistance. They can't keep getting away with this.
Initial Complaint
09/29/2023
Complaint Type:
Service or Repair Issues
Status:
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.
First starting in early October of 2022- I complained of abdominal pain for months which didnt have a resolution until February of 2023- after I basically told them my diagnosis several times- as I was in extreme pain the providers and staff made me feel ashamed of myself- drug seeker- literally telling me my illness was in my head! Second I find Kaiser to be the most inconsistent incompetent inconvenience of care ever offered- considering we pay for our insurance and everything is basically within Kaiser- it should be all of the above. Ive honestly never been treated so poorly in my life by a health care provider. Dr. ******** basically made me feel threatened after I left an appointment I had with him because I was embarrassed that I and everyone else could over hear him (through the thin walls of the office) speaking illy of me/ slandering my name. I never even had the opportunity to meet him in person. Plus I never received an apology or a call from the office manager. There is very little care offered in southern colorado- there should be better alternatives then referring to your poor local Kaiser providers here that basically dont give a s***
Business response
10/02/2023
We have received the member complaint. A case has been set up and
assigned to a Member Relations Case Manager for
response. We will respond directly to the member. Thank you
Initial Complaint
08/26/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
My grandmother yesterday august 25th had an appointment and ************** made her feel like s*** about being there and about taking her pills and shes also blind and she was being rude about her cane but either was ************** made her feel like she cant take her pills and she didnt take them when she got home because of how she treated her and thats not right doctors or anyone shouldnt be talked to like that that is very very sad that a doctor can talk to a patient like that its disgusting.
Business response
08/28/2023
Good day. The following grievance has been generated and assigned to a case processor. The grievance will be handled through our internal grievance process and the member outreached directly.
Initial Complaint
08/02/2023
Complaint Type:
Order Issues
Status:
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.
This location's pharmacy is refusing to transfer my prescription for thyroid medication. The doctor gave me 3 refills which no refills have been given yet. No reason given, they just appear to be ignoring transfers to get me to pay them 10X or more for the exact same generic medication.
Business response
08/03/2023
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
07/13/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
Kaiser Permante owes me $563.We have a family deductible of *****. We met this deductible in June 2022. On 12/19/2022 late bills were adjusted. Kaiser did two things- they charged us $ ******** from the late bills even though we had payed our deductible. They then also sent us 2 "refund" checks- one for ******* and another for ******. I started calling about the excess charge of $ ******** in March 2023. This had to go through many layers and was "escalated twice". I was told multiple times that we owed the refund checks back as they should not have been issued to us, but not the ******** - the last time 6/12/2023. In the meantime I was threatened with being turned into collections, and had to call the payment office to tell them I was still working with the investigations arm. On 6/26/2023 ********************* *************) called me and told me that I had to pay $ ******** now. She said that the entire thing had been settled and that I had been sent documentation of this and there was no adjustment to the account. This was false. The only documentation that I have received is an "verbal transcription of our conversation" from her which is incorrect. I told her I would repay the accidental refund of approx $3400 but the $ ******** was the wrong amount. She said I had to pay it now, or was going to be sent to collections, and that I could continue to work with Kaiser to get the accidental charges back. I told her I had been told by multiple people that if I paid, they would close the case. The way she has worded her documentation is that I agreed that the $ ******** charges were correct and the case was closed. I have made of 10 different phone calls in the last 3 months, turned in all my credit card receipts to prove we paid our deductible, all b/c of their computer mistake. I am fed up and want my money back now. I need external help. Service Item ID Number ***********
Business response
07/13/2023
We have received the member complaint. A case has been set up and
assigned to a Member Relations Case Manager for
response. We will respond directly to the member. Thank you.
Initial Complaint
05/03/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have reached out multiple times to kaiser regarding an issue with their website. I have been trying for a week to view my after visit summary from my doctor that is available but continue to receive a "system error" message. It has been a week with no resolution. I get blanket responses saying the issue will be looked into and will be "escalated" but nothing is actually being done to correct thing problem. ************** representatives refuse to help me and send me a copy of my summary. I keep being told I can fill out a form and wait 30 days for a response which is completely unacceptable. Kaiser makes it impossible to get a hold of anyone easily, and when you do it is like speaking with robots that give the same blanket answer with no actually resolution.
Business response
05/12/2023
Hello,
Please see the attached response for ID #********.
Consumer: ******************************
Case Opened: May 3, 2023

Thank you,
***************************************

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