Kaiser Permanente

Kaiser has repeatedly overcharged and mishandled our company informationWe spent over hours on the phone with them trying to find out why they kept overcharging us by several thousand dollars every month and we got nowhereThey continued to ignore our complaints until we finally had to cancel our employee benefits plan with themThe service all around was terrible and we will never do business with them again

Very bad costumer serviceEven if the manager [redacted] is very unprofessionalShe cut short my speech more than times even if I told her that's very badBut she just kept cutting shortI asked her to transfer to her manager or have her manager to call me so that I can file the complain against her bad serviceBut she refusedShe feel very inpatient when I told her the issues I met in KaiserA very unprofessional costumer manager in Kaiser I metHow Kaiser can improve the service with the manager like [redacted] ?

RE: Complainant: [redacted] ID #: [redacted] Member Number: N/ADear [redacted] :This letter is in response to your inquiry to Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc(Health Plan) on behalf of ** [redacted] The inquiry was received in the Appeals and Correspondence Department on September 28, Regrettably, there is no record of your complainant in our systems.If you and/or [redacted] have any additional questions, please contact Manama A [redacted] at ###-###-####

November 17, 2014Dear [redacted] ***: This letter is in response to your inquiry dated November 7, to Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc(Health Plan) on behalf of [redacted] [redacted] stated in his complaint that that he applied for health insurance coverage through DC Health LinkHe also stated that he started employment on February 1, and he called the Health Plan to terminate his coverage.Complaints are thoroughly documented, investigated and resolved by the Member Services team through coordination with appropriate departmentsThis coordination may involve communication with senior leaders to ensure complete closure of a member's concernsWe also have processes in place to escalate a member's concern to the relevant physicians-in-chiefs, clinical operation managers, department leaders, Health Plan managers and the executive leadersIn addition, reports of member concerns are shared on a regular basis with our senior executivesThese reports contain specific comments shared by our members regarding their experiencesOn behalf of the Health Plan, I apologize for the inconvenience this matter has caused [redacted] [redacted] must request termination of his health insurance coverage through DC Health LinkHe may file an appeal with the DC Health Link ( [redacted] ) to request termination of his coverage effective February 1, If DC Health Link honors his request, they will notify the Health Plan of the termination dateIf you and/or [redacted] have any additional questions, please contact Keyla W [redacted] at ###-###-####.Sincerely, Daisy S Senior Manager, Member Services

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Thank you for bringing this issue to our attentionA consultant from our Member Services Department will review the correspondence and follow up directly with the memberI've also attached a link to preventative care services on the Kaiser Permanente website https://healthy.kaiserpermanente.org/static/health/en-us/pdfs/nat/nat_preventive...⇄ Thank you

I am rejecting this response because:No one has spoken to me about thisI guess I will just have to go to the insurance commissioner about Kaiser's practices

Thank you for your email Our Member Services department sent a written response directly to the member on April 5, Please let us know if we can assist further Thank you

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please see attachment or check attachment tab Regards, [redacted]

Hello: Please correct my name My name is Keyla W [redacted] not *** Thank you The refund process takes 4-weeks

For [redacted] - email sent to the patient (member) to validate if complaint is still open We have no record of case filed as a formal grievance Note received back on 12/to open complaint Complaint was opened and acknowledgment sent Direct outcome will be sent to patient (member) directly at no more than day**

February 23, [redacted] ***Complaint Case # [redacted] Consumer: ***, [redacted] Case Opened: February 9, Dear Ms***,This is in response to your email received on February 23, 2016, forwarding concerns on behalf of our member, [redacted] ***, pertaining to continued issues experienced with her healthcare plan purchased from [redacted] (C4)For future reference, please forward the Kaiser Permanente (KP) Colorado complaints directly to me, via email, as I am the KP representative managing Revdex.com issuesI sincerely apologize for the delay in response, as it was just forwarded internally from to me todayWe value the opportunity to review and respond to their grievance and apologize for the member’s dissatisfaction.We have formally documented and shared Ms***’s complaint details with the appropriate Consolidated Service Center/KPIF, On-Exchange Issues Department leadership, to include the overseeing ManagerI am very sorry for any frustration caused to Ms***, as a result of dealing with her overall C4/KP plan issues, including the persisting problems with her enrollment/premiumI located an initial complaint that was filed for the member on December 9, Being that the previously experienced issues have not been resolved as of yet, I have opened a Second Review complaintI encourage Ms [redacted] to contact me directly, as to follow through with the posted case and planned actionI assure you that I will personally assist Ms [redacted] with any current or arising plan related issues.The Member Issues Resolution Team (MIRT) has reviewed the case and submitted for urgent reinstatement of Ms***’s planMIRT has advised that the reinstatement should occur by tomorrowAgain, the member is welcome to call me for confirmation, as well as for updates regarding her account plan details (monies paid/due)Please thank the member for her patience, and reiterate that I am happy to be her one go to person with this situationMs***’s feedback is valued, as is her allowing us to fix the existing problemsThe member’s feedback is essential to our commitment of continuous improvement in delivering the highest quality, most appropriate and compassionate care Our goal is to deliver excellent service to our members Grievances expressed by our members do not affect their coverage in any way If the above noted member is dissatisfied with the resolution, they have the right to request a second review Please have them put the request in writing to:Kaiser PermanenteMember Services South Havana StreetAurora, Colorado 80014Written requests will be reviewed by Member Services Administration who will respond to you in writing within calendar days of the receipt of the member’s requestWe may extend this timeframe up to an additional calendar days at the member’s request or if there is a need for additional information and the delay is in the best interest of the member If the Revdex.com or the member has any questions, please contact me at [redacted] .Also, you may contact Member Services: Denver/Boulder members may call [redacted] , toll free at [redacted] , between a.mto p.m., Monday through Friday Deaf, hard of hearing, or speech impaired members who use a TTY may call [redacted] Colorado Springs members please call [redacted] or deaf, hard of hearing or speech-impaired members who use TTY may call [redacted] You may also contact our department through our Web site at kaiserpermanente.org.Please thank our member for their understanding in this matterWe know that they have a choice for their healthcare, and we thank them for choosing Kaiser PermanenteSincerely,Tina MB***Complex Case Resolution SpecialistMember Experience

I am rejecting this response because: I received a phone call this afternoon in response to my complaint I am grateful of the quick action taken by this business After sharing my concerns with the woman who called me, there were no answers, or solutions given to the problem.She assured me that she will look into it and it could take up to days to get a response.This is unsatisfactory because I will need a refill in days, and I do not want to go through this process again.Thank you

Our Member Services department outreached to the member by telephone on January 24th and in writing on January 26th to address the concernsPlease let us know if we can assist furtherThank you

April 6, 2015Dear [redacted] ***:This letter is in response to your inquiry dated March 27, to Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc(Health Plan) on behalf of [redacted] [redacted] [redacted] stated in her complaint that she applied for health insurance coverage through the Federally Funded Marketplace (Exchange), [redacted] requested an effective date of March 1, Her policy renewed on January 1, [redacted] stated that her coverage terminated effective January 31, She is requesting a refund in the amount of $for her February premium.According to our records, [redacted] 's coverage is still active with the Health PlanHer coverage terminated erroneously on February 25, and was reinstated on March 3, with no break in coverage[redacted] and her family received medical care in January 2015, February 2015, and March [redacted] also received medical advice from the Health Plan's nurse advice lineIf [redacted] or members of her family have incurred any medical expenses during the time that the policy was not active, she may submit the bills to the Health Plan for payment considerationRegrettably, the Health Plan is unable to honor [redacted] 's request to refund her the premium for February 2015.On behalf of the Health Plan, I apologize for the inconvenience this situation has caused [redacted] .If you and/or [redacted] have any additional questions, please contact Keyla W [redacted] at ###-###-####.Sincerely,Daisy S Senior Manager, Member Services

March 12, 2015Dear [redacted] ***: This letter is in response to your inquiry dated January 30, to Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc(Health Plan) on behalf of [redacted] The inquiry was received on March 12, Please note that the inquiry was forwarded to our office on March 12, by [redacted] of the San Diego, CA Revdex.comThe Revdex.com of Metro W [redacted] DC & Eastern Pennsylvania?s letter was mailed to the incorrect addressThe letter was mailed to Kaiser Permanente, Mercantile Lane, Largo, MD The correct mailing address is Kaiser Permanente, EJefferson St., Rockville, MD [redacted] is requesting that the Health Plan cease and desist the premium billing statements because he does not have coverage with Kaiser Foundation Health Plan of the Mid-Atlantic States, IncOn February 6, 2015, MsKeyla W [redacted] , Senior Communications Specialist of the Appeals and Correspondence tried to reach MsEmily C [redacted] and/or Chrissy K [redacted] at the phone number (###-###-####) listed in the complaint letter to the Virginia Bureau of InsuranceMsW [redacted] left a detailed message requesting additional information to properly investigate the concerns stated in the complaint letter to the Virginia Bureau of InsuranceMsW [redacted] left a second message on February 10, Unfortunately, the Health Plan is unable to honor the request to cease the billing statements because we are unable to identify the complainant in the systemHealth Plan would need copies of the premium billing statements to investigate the concerns stated in the letterIf you and/or [redacted] have any additional questions, please contact Keyla W [redacted] at ###-###-####Sincerely, Daisy S Senior Manager, Member Services

[redacted] Nov (day ago) toinfo,me Good Afternoon, This email is to inform Revdex.com; that I have finally received the check of $from Kaiser Thank you for you time and attention in this matter V/r, [redacted] ***

Kaiser Permanente has awful serviceI have been trying to get a prescription refilled for more than a month nowI have made multiple phone calls and tried using the online ordering process multiple timesAt no point in time did Kaiser communicated that there was an issue with this until todayWhen I finally managed to speak to a customer service representative on the phone they could not figure out the problem at firstAlso, their side of the system did not show updates I had made to my account about a month agoI was transferred a few times before someone was finally able to resolve the issueIt should not be this hard to get a prescription mailed to meThe hoop jumping was simply ridiculousThis is a prescription that has serious withdrawal side effects were patients coming off it are supposed to be monitored by a doctorThe fact that I had to contact Kaiser every point of the way to get this resolved is ridiculous

Hello,Here is a play by play of what occurred with regards to my complaint against Kaiser.Please contact me if you need further information.Best, [redacted]

February 23, [redacted] ***Complaint Case # ? ? ? ? ? [redacted] Consumer: ***, [redacted] ? ? Case Opened: February 9, 2016? Dear Ms***,This is in response to your email received on February 23, 2016, forwarding concerns on behalf of our member, [redacted] ***, pertaining to continued issues experienced with her healthcare plan purchased from [redacted] (C4)For future reference, please forward the Kaiser Permanente (KP) Colorado complaints directly to me, via email, as I am the KP representative managing Revdex.com issuesI sincerely apologize for the delay in response, as it was just forwarded internally from to me todayWe value the opportunity to review and respond to their grievance and apologize for the member’s dissatisfaction.We have formally documented and shared Ms***’s complaint details with the appropriate Consolidated Service Center/KPIF, On-Exchange Issues Department leadership, to include the overseeing ManagerI am very sorry for any frustration caused to Ms***, as a result of dealing with her overall C4/KP plan issues, including the persisting problems with her enrollment/premium.? I located an initial complaint that was filed for the member on December 9, Being that the previously experienced issues have not been resolved as of yet, I have opened a Second Review complaintI encourage Ms [redacted] to contact me directly, as to follow through with the posted case and planned actionI assure you that I will personally assist Ms [redacted] with any current or arising plan related issues.The Member Issues Resolution Team (MIRT) has reviewed the case and submitted for urgent reinstatement of Ms***’s planMIRT has advised that the reinstatement should occur by tomorrowAgain, the member is welcome to call me for confirmation, as well as for updates regarding her account plan details (monies paid/due).? Please thank the member for her patience, and reiterate that I am happy to be her one go to person with this situationMs***’s feedback is valued, as is her allowing us to fix the existing problems.? The member’s feedback is essential to our commitment of continuous improvement in delivering the highest quality, most appropriate and compassionate care? Our goal is to deliver excellent service to our members? Grievances expressed by our members do not affect their coverage in any way? If the above noted member is dissatisfied with the resolution, they have the right to request a second review? Please have them put the request in writing to:Kaiser PermanenteMember Services? South Havana StreetAurora, Colorado ? 80014Written requests will be reviewed by Member Services Administration who will respond to you in writing within calendar days of the receipt of the member’s requestWe may extend this timeframe up to an additional calendar days at the member’s request or if there is a need for additional information and the delay is in the best interest of the member? If the Revdex.com or the member has any questions, please contact me at [redacted] .Also, you may contact Member Services:? Denver/Boulder members may call [redacted] , toll free at [redacted] , between a.mto p.m., Monday through Friday? Deaf, hard of hearing, or speech impaired members who use a TTY may call [redacted] ? Colorado Springs members please call [redacted] or deaf, hard of hearing or speech-impaired members who use TTY may call [redacted] ? You may also contact our department through our Web site at kaiserpermanente.org.Please thank our member for their understanding in this matterWe know that they have a choice for their healthcare, and we thank them for choosing Kaiser Permanente.? Sincerely,Tina MB***Complex Case Resolution SpecialistMember Experience? ?