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Business Profile

Health and Wellness

Kaiser Permanente

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 24 total complaints in the last 3 years.
  • 10 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:04/20/2025

    Type:Billing 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.
    For the past year, I have reached out to Kaiser Permanente pertaining to my sons information being duplicated in a system. They unjustly tried to charge him for a visitation that he never had. In fact my son has never been seen at Kaiser Permanente. There is someone elseout here with my sons same name and similar birthdays as in which I have explained to them that if someone has stolen my sons identity, Iwill file a police report. They have reassured me that that was not the case, and they are supposed to have rectified the situation and separated the names and corrected the mistake. My sons name is ******* ******. We are still receiving billing statements from Kaiser Permanente in which now they are threatening to take it to a collection agency when my son has never been seen at Kaiser. I have told them over and over to correct this mistake in which they have yet to do so. Now there is an account balance on an account. My son has never had, and now it threatening to ruin my sons credit behind something that keeps happening.!! Before I further this case I am asking them again to correct this situation. I have made it my business to follow every step in the event that Ihave to further this to a legal council.

    Business Response

    Date: 04/21/2025

    Thank you for your response. Please be advised that once the authorization form is received we will respond directly tot he authorized rep ******* who filed the complaint on the members behalf)

  • Initial Complaint

    Date:04/10/2025

    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 Friday, April 4, 2025, I tried to log into ****** to schedule an appointment for acid reflux issues but was unable to access my account. I assumed it was a technical problem. When I called, I was told there were system issues but was able to schedule a phone appointment for the weekend.Over the next few days, I continued receiving texts and emails from Kaiser, but I still couldnt log in. On Monday, April 7, I called again because I needed to make multiple appointments for my three children, follow up on medications, and communicate with their doctors. At that point, I was told that my access was removed due to a missed payment. I immediately made the payment to bring my account current, expecting access to be restored. Instead, I was told it could take up to two weeks for my account to be reinstated. This was incredibly frustrating and completely unreasonable. Ive had this account for over nine years and rely on ****** to manage care for myself and my children. Losing access without warning caused a major disruption to our healthcare. All three of my children see specialists. I was waiting for a message from my gastroenterologist, my daughter needed a refill from her dermatologist, and I was trying to schedule an allergy appointment for my son. I also have a trip coming up and needed to finalize care before I leave. Not being able to access ****** while still getting Kaiser messages made everything more stressful and confusing. When I spoke to a manager, she downplayed the situation and told me I could just call the doctors, which is unrealistic considering the long wait times and hold queues. She also suggested I make a new profile and request caregiver access for my children. This made no sense since Ive always managed their care from my account. I tried her suggestion anyway, but the system wouldnt let me create a new profile because my account already exists. I leave for vacation on a few days and need my account up before we go to have access to care

    Business Response

    Date: 04/14/2025

    Thank you for your message. We will be responding directly to the member.

  • Initial Complaint

    Date:01/06/2025

    Type:Order Issues
    Status:
    Resolved
    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.
     
    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,

    ******* *****eatment plan and cannot be interrupted. Denying him access to necessary care will directly affect his ability to progress, further delaying his development and potentially causing long-term issues. This situation needs to be rectified immediately. My son must not experience any lapse in treatment. The therapist has already outlined the next steps, including the use of a brace, and this cannot be delayed or denied. As a parent, I demand that this decision be reversed immediately and that the necessary steps be taken to ensure my sons treatment continues without interruption. If this denial is not promptly overturned, I will have no choice but to pursue further actions, including escalating this matter with the appropriate regulatory bodies and seeking legal counsel. I expect a response within 48 hours confirming that my son's treatment will continue without disruption.Thank you for your immediate attention to this matter.

    Business Response

    Date: 01/08/2025

    Good morning -

    Thank you for sharing the members' mother concerns. We have spoken with the members mother directly to address the concerns.

  • Initial Complaint

    Date:11/22/2024

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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 phone call from the business. As of today I have not received a call

    Sincerely,

    ********** ******a Kaiser Provider was in-fact incorrect (appeals letter and documentation is attached) .

    Business Response

    Date: 11/25/2024

    Thank you for the reaching out to us on behalf of our member. We will be responding directly to the member upon completion of our investigation.

  • Initial Complaint

    Date:10/31/2024

    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.
     
    Complaint: 22497394

    I am rejecting this response because: Kaiser did not reach out to me and did not give me access to the portal, they are not truthful

    Sincerely,

    ***** **********

    Business Response

    Date: 11/01/2024

    Good afternoon -

    Thank you for sharing the members' concerns. We will follow up with the member directly to address the concerns.

    Customer Answer

    Date: 11/04/2024

     
    Complaint: 22497394

    I am rejecting this response because:

    Sincerely,

    ***** **********

    Business Response

    Date: 11/04/2024

    Good morning,

    Thank you for sharing the members' follow up concerns. We have contacted the member directly to address the concerns.

     

  • Initial Complaint

    Date:10/28/2024

    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.

     
    Complaint: 22480594

    I am rejecting this response because: I havent received any response directly - Kaiser still understaffed! Only few good doctors left. And those are double booked because others left. Can Kaiser recruit more doctors, motivate current to stay? Another urgent just left, vanished.. why? More patients .. less doctors where is the math??


    Sincerely,

    **** ******

    *****, who just stated we dont have anything open until Nov 13, and she scheduled me for ultrasound during the same time, but my issue is I have been in pain since early September! Test showed I have hernia and continue to be in pain, my appt with GE still far away! Kaiser provides no solution! I did notice that ultrasound testing is understaffed so are specialty doctors such as surgery ***** and others speciality. Kaiser recruit more members but they forget about upping the staff! The service is terrible, difficult to get an appt with a specialty!I am in pain and cant even see anyone now because nothing is open, what if something happens to me while I am waiting to be seen? Will Kaiser take the responsibility due to lack of care? Where is customer service that I deserve? When can I get a caring answer and the same week appt due to my urgent needs? This needs to be ad**essed

    Business Response

    Date: 10/29/2024

    Thank you for the complaint. We will address the complaint directly with the member.

    Business Response

    Date: 11/06/2024

    Thank you for making us aware of the rejection. We will reach out to the member directly to address her concerns.

  • Initial Complaint

    Date:10/16/2024

    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.
     
    Complaint: 22428852

    I am rejecting this response because:
    nobody contacted me nor can i sign in to see any communications. The membership enrollment issue still is not fixed their are enough notes on my account to fix the issue. 
    Sincerely,

    ********** *****0 bill for an xray i refused that i already had done that the doctor told me an error of her own now that **** is in collections . i already had the xray done outside if kaiser and because yall claim yall software is internal you all ordered a pointless xray for an area on my body im not experiencing pain for. kaiser im super dissatisfied!!!

    Business Response

    Date: 10/16/2024

    Good afternoon-

    Thank you for sharing the members' concerns. We will follow up with the member directly to address the concerns.

     

    Business Response

    Date: 10/17/2024

    Good morning -

    Thank you for sharing the members' concerns. We will continue to follow up with the member directly to address the concerns.

  • Initial Complaint

    Date:09/27/2024

    Type:Order 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 9/20 went to Kaiser with excruciating back pain was given a ******* shot and sent home, went back on ,,9/21 same pain was given a Tramadol pill, heating pad and x-ray sent home. 9/22 Went to ***************** ER. Was given pain meds and CT scan revealing a significant bulging disc pressing against my nerve in my back. Was referred to ************. Contacted Kaiser 9/23 and they recommended I start with *************** and set up an appointment for a shot in my back October 14th. Because of the excruciating pain waiting that long did not seem logical. I contacted a Patient Advocate, filed a request for assistance and still have not heard back from anyone. Waiting almost 3 weeks to get relief from Pain does not seem to be humane. It's ***************!!!! There has to be some sort of urgency. I am unable to move, walk, shower and I'm high functioning autistic....so I take other medications and it's difficult to take care of myself. Please help me

    Business Response

    Date: 10/07/2024

    Good morning,

    We have directly reached out to the member to address her concerns. 

  • Initial Complaint

    Date:09/18/2024

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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,

    ******* *******

    Business Response

    Date: 09/27/2024

    The member's concerns were addressed directly with the member and has since been resolved. The nature of the concerns included the member's PHI, thus, an update cannot be provided on this platform.

  • Initial Complaint

    Date:08/12/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    Better Business Bureau:

    I received a phone call  today, 8/13/2024 from the business in reference to complaint ID ******** - the business agreed to pay both claims and said I would receive written confirmation from Kaiser Permanente verifying agreement to pay both claims. As long as the claims are paid and I receive correspondence via USPS the resolution is satisfactory to me.

    Sincerely,

    *********************************e/ approval simply to have blood drawn. I live over 200+ miles from the nearest Kaiser facility, a request for labs should not take nearly 2 weeks.

    Business Response

    Date: 08/13/2024

    Good afternoon-

    Thank you for sharing the members' concerns. We have followed up with the member directly to address the concerns.

     

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