Complaints

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

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  Kaiser Permanente

  2101 E Jefferson St Rockville, MD 20852-4908

• 

  Kaiser Permanente

  PO Box 6649 Rockville, MD 20849-6649

• 

  Kaiser Permanente

  10810 Connecticut Ave Kensington, MD 20895-2138

• 

  Kaiser Permanente

  6525 Belcrest Rd Ste 207 Hyattsville, MD 20782-2062

• 

  Kaiser Permanente

  6104 Old Branch Ave Marlow Hgts, MD 20748-2518

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:06/12/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  My mother was hospitalized in a facility, and had to terminate coverage with Kaiser, in order to receive services. When she was released, I was informed her coverage would be reinstated by the case worker of the facility. Her coverage was not reinstated, so in desperation, I contacted Kaiser and spoke with multiple ***** The first time I spoke with someone, I was told that she couldnt reinstate and had to wait until 2026 to enroll again. Iet the *** know that wasnt possible since she just had a major amputation and needed to continue her services. I pretty much was told her reinstatement was denied. Well then I immediately asked to file a complaint. A week later i called back to see if I could be helped or what my options were, and had the worst experience ever with Kaiser. This particular *** really giggled while I indicated a medical need and explained that this was extremely serious and this woman could not remain uncovered. I still never got an answer on what part of an amputation was funny, because I certainly asked the *** for explain. Anyway, that day I was transferred 3 times and spent an whole hour being told she couldnt reinstate or enroll again, and had to do an app. My mother has been with Kaiser for 38 years so them discarding her like trash is wild. Im not surprised, because she has been sick for 1 year so we go through this. They see her medical records, see she has dementia, diabetes, and also a bone disease, and will no longer cover her or allow her to stay in facilities because she wont participate in physical therapy. I mean, shes confused on where she is half the time so of course she doesnt participate. Just now, I tried to log into her KP portal and cannot access her medical records. At this point, ** does not care about their consumers. My mother is a 72 year old dementia patient with one leg. I am willing to go to the full extent to make sure she is safe and protected.

  Business Response

  Date: 06/17/2025

  Good afternoon -

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

   

  Business Response

  Date: 06/23/2025

  Good morning -

  Thank you for sharing the complainant's concerns. We have contacted the complainant. We will follow up with the complainant directly to address the concerns.

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 was diagnosed with having stage 4 colon cancer, also in liver and lungs. Since December 28th 2024 I have not been able to work. I have been to medical records at Kaiser to fill out release forms for doctors that I have seen. These forms I need to have filled out is for me to be able to retire on disability, this was done in January.I have contacted member services too many times to count, because as of today March 12th 2025. I have yet to receive what is needed for me to retire on disability. I dont know why this is not being done. Each time contacting member services I receive an automated message with a case file number and my complaint will be referred to a case worker, that will contact me. No one has reached out yet. Ive explained that my illness is terminal & have no income coming in until I can return the forms. In this application its asking me about the amount of money I paid to the business, but this does not apply to me. I am putting the lowest amount because its the only way I am allowed to proceed with complaint.

  Business Response

  Date: 04/23/2025

  Hello, Kaiser Permanente will be responding directly to the member in this matter

  Business Response

  Date: 05/06/2025

  Good morning,

  The above complaint was received on April 21, 2025, and addressed. The response went directly to the member on April 23, 2025. We do not send the response to the BBB.

• Initial Complaint

  Date:04/11/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 permanente switched their billing system last year and did not inform the customers. This resulted in plan suspension. After we found out in December, we paid almost $1,500 to reinstate the plan. Ever since the billing system is broken and our premiums are not being deducted from the account causing the bill to grow massively. The representatives are unhelpful and rude. The billing system needs to be fixed NOW!

  Business Response

  Date: 04/15/2025

  Hi, thank you for your message regarding this matter. We will be responding directly to the member.

  Business Response

  Date: 04/21/2025

  Thank you for your response. We have addressed this concern directly with the member. We are not at liberty to provide any additional info to anyone aside from the member as our responses pertain PHI.

  Business Response

  Date: 04/21/2025

  Thank you for your response. Please be advised that once the applicable authorization forms are received we will respond directly to the members representative (the person who filed the complaint on the members behalf).

  Customer Answer

  Date: 04/22/2025

  Hello, 

  I'm attaching the bill with this message. Monthly premium still has not been deducted from the "automatic payment system".

  Business Response

  Date: 05/06/2025

  Thank you for this information. Due to PHI and HIPAA restriction we will be responding directly to the member regarding the concerns mentioned in her complaint.

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 December 16, 2024, I was approved for a *********************** Card from the ******** company who agrees to cover my co-pays for my ******** prescriptions. I called my Mail Order Pharmacy and spoke with a representative at 12:59 pm. The representative reviewed her listings of covered medications and stated that ******** was approved for ****************** coupons. She directed me to call the "Specialty Pharmacy" to set-up my ******** Co-Pay card. She told me to call "**************." However, after calling the number, I was advised that I had reached the Washington State Specialty Pharmacy and redirected back to the Mid-Atlantic offices. I was transferred to the "Clinical Pharmacy" who then proceeded to transfer me back to the Mail Order Pharmacy. At that time, the Clinical Pharmacy spoke with the Mail Order Pharmacy on my behalf. I was advised that the Co-Pay card would need to be processed thru **************** I then spoke with *************** who advised me that I needed to speak with Mail Order Pharmacy. I expressed my frustration when the Representative then advised that they would not accept my Co-Pay card allowing ******** to cover my recurring $33.00 per every two weeks Kaiser Pharmacy co-pay for my ******** Injector pens. I requested a supervisor regarding the matter. The supervisor advised that Kaiser would not accept my Co-Pay card and would insist that I bear the out of pocket recurring costs on my limited and fixed one household, income budget. If ******** is offering to pay my required co-pay, why is Kaiser refusing to accept the deferred payments on my behalf which provides much needed financial relief to my family for this much needed medication? This is POOR CUSTOMER service after I have been a loyal member of Kaiser Permanente for 34 years. I am now a retired first responder and need this financial assistance provided by ******** for my underage child. I am requesting that Kaiser accepts my *********************** card for future billing purposes.

  Business Response

  Date: 01/27/2025

  Good morning-

  Thank you for sharing the members' concerns. I have contacted the member directly to address the concerns.

  Business Response

  Date: 02/05/2025

  Good morning-
  Thank you for sharing the members' concerns. I have contacted the member directly to address the concerns.

  Customer Answer

  Date: 02/06/2025

  The company has reached out to me and advised me that they have received the BBB complaint. They are currently working on the resolution and advised me that they will get back to me. I am currently awaiting a final response from them regarding my complaint. Please keep the BBB file open as I would like the continued assistance and record keeping from the BBB regarding this complaint.

• Initial Complaint

  Date:08/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 refunded glasses for which I paid $155.00 via my **************** Card. The $155 never showed up on my Amex acct. After several months of inquiry with Kaiser Permanente *************** I received an email earlier this week indicating that my complaint had been closed. However, on 8/302024, I was contacted via telephone by another ** *** who indicated that the refund had been issued and applied to outstanding bill (s) that I have never received. All information that I have received on line from KP has shown a $0.00 balance due. For 40 plus years it has been my practice to pay co-pays etc upon check in for service. Something has gone wrong as ** continues to offer medical and related services via the internet and this has led to at least 3 complaints:(1) If I owe KP monies, I have not been getting either timely nor correctly billing information and I request a full accounting of any monies that KP feels that I owe;(2) I question the right of KP to apply a refund paid from one source to any source other than that from which the monies came. In other words, I feel that KP needed to refund $155 back to my Amex credit card.

  Business Response

  Date: 10/01/2024

  Good afternoon -

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

   

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received a letter from KAISER PERMANENTE dated only "June" without a date, saying that they were going to change my primary care physician if I didn't email them back within two weeks. I didn't want to email personal health information over an unsecured email address to an unsolicited letter in the mail that was full of false information so I sent a letter to KAISER PERMANENTE telling them I was happy with my current provider and did not want to change physicians. A week later I got a new ******** card with the name of a physician I've never heard of. I sent another letter to KAISER PERMANENTE in *********, ** asking them to fix their error and I have not heard back in several weeks. I addressed the letter to ******** ******* the operations lead who sent me the letter. The problem is, they assigned me a new doctor in June, before sending me notice in July and without checking with me first to see if it was okay. They are failing to correct their error and change it back. KAISER PERMANENTE is telling me I need to call or go online to do it. This is not acceptable and causing me a lot of stress.

  Business Response

  Date: 10/02/2024

  Good afternoon -

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

   

• Initial Complaint

  Date:07/15/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 visited ********************* for an eye exam in order to obtain to MVA for renewal my driver licenses by MD law. All I just need a form filled out by Optometrist, there's NO treatment or any thing else. After that, they billed me $266.00 for just 5min visit with *********************. That's way over charged while before then, I already checked with Hour eye parlor, it would cost only $99 by cash. Compare 2 of those, it's very unfair and in corrected charge. Also, I did contact them and they responded me that they would not change or lower that charge and that's my responsibility to pay what I awned. Please help me straight it out. It made me feel like I've been robbed by Kaiser Permanente. Of course I understand that in my policy, I must meet a certain deductible, but it's ridiculous charge compare with no needed insurance from hour eye store. Please help .Thanks

  Business Response

  Date: 08/01/2024

  Good afternoon,

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

   

  Business Response

  Date: 08/09/2024

  Hello:

  I am not the appropriate person to submit these BBB complaints.  Can you please remove me from your distribution list?

  Please update your distribution list to include ************************ and ***************************************.

  Thank you, 

• Initial Complaint

  Date:06/24/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 owes me a refund of $174. They claimed to have sent a check however I never received. Multiple calls with their service center and reveal that the check was cashed and their finance department got a copy of the check and they told me that the check was not signed. They refuse to issue me a new check even though I have never received or cashed this check. If they want the money back it is their responsibility to go after the bank that cashed this check without a signature but regardless they still owe me this money and need to return it to me.The basis for the refund is as follows (Kaiser does not dispute this part). I went in December and was precharged $261 on my credit card when I checked in. My final bill came out to $87, so they should be issuing me a refund of $174.

  Business Response

  Date: 07/10/2024

  Complaint has been handled and resolved directly.  A resolution letter has been sent to the complainant on 7/10/2024.

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 took my son to urgent care for a visit since he was sick. Due to lack of sleep, I was told that there is a bill on my partner's acct. I went ahead and grab my credit card to pay for it instead of my partner's ***. Did not even realize I made that mistake until May 22? Call Kaiser and was told that there will be a credit back to my C/C and that my partner *** card will charge. *** card was process for $347 on May 22 and went through on May 24 on the *** side. Then *** was refunded on June 5 for $347 while my C/C card did not get a refund. Call on June 5 and was told that Kaiser will handle my refund. Got a call again at 4:30ish pm on June 5 and was told there is a refund of 2 $25.00 on my partner's acct and that he now owes $297 instead of $347. Kaiser Rep ******* to take money from my partners *** card. After that was done then Kaiser Rep was like we can not give you back your $347 to the C/C your partner charge on May 13 since there is still some charges on the acct. Excuse you *********************** you know that we have been with you for over 9yrs now and do you think we are not going to pay you or something. It was a simple mistake and now my C/C wants me to pay but money is tight now and you are refusing to refund my C/C back. If there is pending charges, I will pay for it when I get the bill. Why are you holding on to my C/C refund of $347. Your Kaiser Rep ****** she hung up on me knowing that this has been a frustrated situation. If she can not handle the stress, she should quit/get fire/ or leave the **************** field. Why did she hang up on me? So unprofessional. Look her up and fire her please. June 7 at around 4:30ish pm. Now my money, I just want a refund to my credit card acct. ********************** you are a multi billion company and yet you can not even give me my refund. If there is a balance on my acct. I will pay for it later. Why are you holding on to my funds. *********************

• Initial Complaint

  Date:03/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Due to 4 letters I provided in attachments. There are some things wrong with Kaiser's system. As a result my Kaiser's service has been terminated.

  Customer Answer

  Date: 03/18/2024

  As all letters from Kaiser, the payment system has been wrong, but no one care about that, when they open my account to see come up appointment to check and see "my account was terminal" then called me to say: I can not come to see doctor today ( that was Wednesday Feb 21st 2024 ). I was shock because I just logged in may account a week ago to check blood test result and made appointment to see doctor.

  As a result, now my account was blocked because of late payment. As you can see one of the letter from Kaiser said to confirm my payment submitted online.

  I need Kaiser reopen my account and provide a well services for all members of my family.

  Thank you very much !!!

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