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Initial Complaint
01/10/2025
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 went to my designated/assigned doctor for a mole on my earlobe. He ordered Lab Work (because I hadn't been there in awhile). The Lab is right down the hall from the doctor and within the Kaiser Permanente facility. There were co-pays for both the doctor and the Lab. Both were paid before the "work" was done (see the attached). I am now receiving a bill for an additional $60.00. I joined/use ****** because they are an HMO and if I stay within their "network," care is included minus co-pays. Reporting this to my employer, my HR ***** states that I need to take up this issue with ******.
Business response
01/13/2025
Thank you for your email. I've forwarded this information to the Member Relations department. A representative will review and follow up with the patient directly to address this concern. Thank you for reaching out.
Customer response
01/21/2025

Complaint: 22794279

I am rejecting this response because ******'s letter that they referenced in their response only states that they have received the BBB complaint and will have a response in thirty (3) calendar days.

Sincerely,

******* ********
Business response
01/22/2025
Thank you for your email. This issue is under review through the Health Plan grievance process. A representative will follow up with the member directly upon completion of the review. Thank you for reaching out.
Initial Complaint
12/19/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I have repeatedly asked Kaiser to fax a referral to Lifestance Health ******** for a visit on 11/21/24. According to Lifestance Health, Kaiser has not faxed the referral to ************.
Business response
12/23/2024
Thank you for your email. I've forwarded this information to the Member Relations department. A representative will review and follow up with the patient directly to address this concern. Thank you for reaching out.
Customer response
12/30/2024

Complaint: 22706411

I am rejecting this response because: Until Lifestance tells me that they have received the referral and that I will not be charged $400 for the appointment, Id like to keep this open. Thank you for your effort.

Sincerely,

******** L ***** *******
Business response
12/31/2024
Thank you for your email. This issue is under review through the Health Plan grievance process. A representative will follow up with the member directly upon completion of the review. Thank you for reaching out.
Customer response
01/02/2025

Complaint: 22706411

I am rejecting this response because: I will accept the response when I receive confirmation that I dont need to pay $400 for an appointment that was supposedly covered by Kaiser.

Sincerely,

******** L ***** *******
Business response
01/15/2025
Thank you for your email. This issue was addressed through the Member Relations department. Thank you for reaching out.
Customer response
01/19/2025

Complaint: 22706411

I am rejecting this response because: I would like something in writing that the referral was sent and received and that I will not be charged $400 for the appointment. Thank you.

Sincerely,

******** L ***** *******
Business response
01/24/2025
Thank you for your email. I've confirmed the Member Relations team sent a written resolution to the patient. Thank you for reaching out.
Customer response
01/30/2025

Complaint: 22706411

I am rejecting this response because: I havent received the written notice. Was it sent by **** or by email?

Sincerely,

******** L ***** *******
Initial Complaint
12/18/2024
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.
I have been going back and forth with member services for MONTHS regarding a neurologist grievance and they NEVER got back to me even after multiple follow up attempts. All i want is a refund for a medication propanolol that I paid $40+ for!!! I had no choice but to get it because this said neurologist forced it onto me or I would not get any additional medication trials or additional help. I get told a case was filed, still didnt hear back from anyone for over a month. Called member services again, and they said they would leave a message for a case manager who DID NOT ever call me. I follow up again with member services and i get told they supposedly sent me a letter which i told them before I NEVER RECEIVED. Then I'm told the medicine I'm requesting a refund for is out of their time frame to get a refund which i then get told to dispute it because they can clearly see on their end i have been trying to get this issue resolved for MONTHS now.I call again and they tell me they "attempted" to call me and they called who knows what number. I have always only ever had 1 phone number on file and they now are telling me to call member services AGAINNNNNN when they have already told me they cannot help me nor will a case manager try to call me again despite them saying "oops we did call a different number but we updated it." This is getting very insanely stressful for me. ALL I WANT IS A REFUND FOR 1 MEDICATION!!!! & they keep going in circles with me over this issue for monthsssssss now.
Business response
12/26/2024
Thank you for your email. I've forwarded this information to the Member Relations department. A representative will follow up with the member to address this concern. Thank you for reaching out.
Initial Complaint
12/13/2024
Complaint Type:
Billing 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.
6/7/2023 $266.00. 6/9/2023 $123.00 6/17/2023 $407.00 7/7/2023 $196.00 7/28/2023 $851.00 8/30/2023 $239.00 9/20/2023 $266.00. $2,348.00 (we did paid $60.00 in ** payments at the time if service leaving a remaining balance of $2,288.00) We had no idea that we had any pending bill until received a medical bill dated 3/06/2024 to 4/06/2024. I immediately **ntacted the Kaiser billing department because I have always had full premium **verage through my employer (****************** /ARCO refinery in ******) My husband and I have had full **verage for the entire duration with my employer 29.5 YEARS. Even after my retirement we **ntinued with both of us **vered with Kaiser Permanence, which at that time we were paying $778.00. After **ntacting Kaiser I was assigned a Senior case worker Sofia *** called her 3 different occasions with no response so I finally requested another supervisor since I was now getting calls from **llections. I made some payments to act in good faith until this matter **uld be resolved. When I spoke to the supervisor she told me a letter was sent out informing me that there was an error with an apology for the mistake and that Kaiser would be removing the charges and that Kaiser ******************* would be **vering the my husbands doctor visits. I requested a **py of the letter because I never received the first letter. I finally received a **py and the original date was 5/08/2024. I thought all was resolved but every time I checked my billing balance it was still not **rrected. I called again but this time I was told it was a mistake and we were still financially obligated to make payment of my husbands medical services he received WHILE BEING COVERED under my premium insurance plan. Concerns with our credit we started paying the bill, we currently have paid $2,198.01 we also started reaching additional **llection calls for another approx. $200 I asked to have the bill mailed to me weeks ago but have not yet seen it. Please help us.
Business response
12/16/2024
Thank you for your email. I've forwarded this information to the Member Relations department. A representative will review and follow up with the member directly to address this issue. Thank you for reaching out.
Initial Complaint
11/14/2024
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.
After many emails and phone calls with Kaiser IT, I keep getting "spoe" error when trying to use the submit a claim for reimbursement using ******. IT has been useless in resolving the issue. Issue remains ongoing for 2 weeks rendering my ability to submit timely reimbursements.
Business response
11/17/2024
Thank you for your email. I've forwarded this information to the Member Relations team. A representative will review and follow up with the member directly to address this issue. Thank you for reaching out.
Initial Complaint
09/27/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
02/05/2024 1800 pm, very rare raining weather in ************************************************************** - ********************** ******************** I strongly reject to pay for this terrible medical service, the reason as follow,I broke my right foot ankle and not sure if the bone was broken or not.the most concern is the complaint I wasn't treated like human being at all in the emergence room hallway and the most horrible nightmare experience wasn't worth the money shown on the billing statement sent to me!First, an Asian female left cashier window in the ** came to me and kept asking my personal info's for the billing but not for the treatment as she said at the hallway when I was extremely painful laid down on the chair while waiting for the doctor. I told her serval times I was feel really bad and would talk to her later. second, I already gave her all the payment info's she needed at cashier's window after seeing doctor, she insisted me to make the $300 deposit payment before I left. I told please send me the bill. Then I had to grab my credit card from my vehicle at parking while its raining and wet outside, it cost me around 40 minutes back and forth by walking crutch in such a painful and tough way while hurting my broken ankle. This cashier gave a such a burden and ruined my day worse!!at last, according to my 2023 year tax return , i am qualified to ********** discount for this medical bill.
Business response
10/09/2024
Thank you for your email. I've forwarded this information to the Member Relations team. A team member will review the concern through the Health Plan grievance process and follow up with the patient directly. Thank you for reaching out.
Customer response
10/17/2024
As talked with Kaiser permanently senior consultant ***** on phone,she said my case will be under further review, dead time window is 11/03 /24, not sure this issue will be solved or not,I am still waiting
Complaint: 22340968

I am rejecting this response because:

Sincerely,

***** ***
Business response
10/18/2024
Thank you for your email. This issue is under investigation through the Member Relations Department. A representative will follow up with the patient directly upon completion of the review. Thank you for reaching out.
Customer response
10/24/2024

Complaint: 22340968

I am rejecting this response because:
Kaiser team Manager ***** said my case still under review , due date is 11/03/24

Sincerely,

***** ***
Business response
10/24/2024
Thank you for your email. This issue is under review through the Health Plan grievance process. A team member will follow up with the patient directly upon completion of the review. Thank you for reaching out.
Customer response
11/03/2024
Still no reply
Complaint: 22340968

I am rejecting this response because:

Sincerely,

***** ***
Business response
11/05/2024
Thank you for your email. This issue is under investigation through the Member Relations Department. A representative will follow up with the patient directly upon completion of the review. Thank you for reaching out.
Customer response
11/13/2024
Still no response from kaiser as they promise supposed to be had a decision on11/3/2024
Complaint: 22340968

I am rejecting this response because:

Sincerely,

***** ***
Initial Complaint
08/28/2024
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.
I did not pay for part of my Kaiser bill because they did not perform any services. I went there to have my ears cleaned, since my ears were clogged and I could not hear. The nurse tried to unclog my ears using a water spray, but this was unsuccessful. I asked her to use the metal instrumentsto remove the wax, but she said she could not do that because she was not trained to do so. I left without being able to hear still, and they charged me for the procedure even though it was not complete. I paid for the bill, but they are now trying to charge me interest and additional fees. I believe I should not have even been charged for the procedure, and if you check the doctor notes it would show the procedure was performed but I was not satisfied with the outcome.
Business response
08/28/2024
Thank you for sharing this concern. A case manager will be assigned to investigate the matter and provide a response to the member within 30 days from the date we were notified of the concern.
Thank you
Initial Complaint
07/18/2024
Complaint Type:
Billing 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 injured myself with a knife back in June 5th, 2024. My son call Kaiser asking for an appointment to get stitches as the cut was about 6 inches long, I was not profusely bleeding so I did not want to go to emergency because of the costs and we told that to the person on the phone. She insisted me to go thru emergency or else I wont be threaten that time, we ended it up going to the clinic where I receive the stitches. Now they are billing me shy of $1000 ($992 to be exact), despite we told them that I dont want to be seen as an emergency, this is ridiculous, they are abusing and taking advantage of my ignorance. I want Kaiser to adjust the bill and only charge me my regular copay. I should only pay my regular copay of $20, not the abusive $1000 that they pretend. I was not even bleeding when the medical personal saw me.
Business response
07/23/2024
Thank you for your email. I've forwarded this concern to the Member Relations Department. A representative will review and address this concern through the Health Plan grievance process and follow up with the member directly for further assistance. Thank you for reaching out.
Initial Complaint
05/03/2024
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.
I have been given a huge bill for a minor service. Kaiser Permanente sent me a letter stating I was covered for the next year, and did not notify me in any way of my cancelled insurance. My doctor sent me to the ENT and then AFTERWARDS I was informed that I was uninsured and would have to find a new insurance. This is some kind of fraud I'm sure of it. I will not be paying hundreds of dollars for a service that was free to me under my plan that I was told was still active.
Business response
05/06/2024
We appreciate you sharing this concern, which was received in our office on May 3, 2024. A representative has been assigned to investigate the issue and will respond to the member within 30 days from the date of receipt.
Thank you
Initial Complaint
03/13/2024
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.
I enrolled in Kaiser Permamenre Advantage Plus, Part D about a year ago. On 12/9/2023, I filled out and mailed the disenrollment form as requested as follows: Kaiser Permamente, ************* P.O. Box232407 *********. ** 92193-9914 I have continued to be billed although I followed disenrollment instructions and talked to several representatives. KP now wants me to pay $74 by 4/30/2024 or be returned to original ********* Even if paid this amount, would I continue to have Advantage status?I have followed the rules for disenrollment and perceive fraudulent activity. They want $74 in failure to recognize my rights to disenrollment.
Business response
03/18/2024
Good evening,
Thank you for sharing the member's concern. We have followed up with the member directly to address the concerns.

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