Kaiser Permanente-Hawaii
Reviews and Complaints

I am extremely disappointed with Kaiser. I've been a member for over 20 years and I am considering looking for other options. They let go of one of their top-notch medical assistants! This person was there for me during four of my pregnancies, making me feel secure and assured. And all because they wouldn't grant her a vaccine exemption! I feel more secure with her being unvaccinated compared to some of their vaccinated doctors. I am shocked that I always suggested Kaiser to my loved ones. I will definitely be advising them to stay away.

I've had 2 therapy appointments cancelled in a row for 2 months straight, and this is now my third cancellation. Kaiser won't settle with the union, leaving us customers without any mental health coverage. I pay for this service, but I'm not receiving it. I had to wait 6 months just for my first appointment, which turned out to be an assessment. Then I had to wait another 2 months for an actual appointment. It's really irresponsible to neglect mental health care for such a long time. I was also going to have to wait another 2 months to see a psychologist/psychiatrist, but I complained to my therapist and luckily she told me that a new one just started, so I got in sooner. If I hadn't complained, I would have had to wait almost a whole year for the proper treatment. It's been a struggle to get mental health care on Maui. Something needs to be done immediately and the negotiations need to be settled. Kaiser makes so much money, but they refuse to take care of their paying customers in a timely and humane manner.

Hello,

I've been receiving mail for Rita Paz and Larry Candelario Paz for the past 8 years at PO Box 2268, Kihei HI 96753. I have returned to sender and asked for their address to be removed more than a dozen times. However, I keep receiving mail for these people EIGHT YEARS after they no longer receive mail at this address. Can you please, once and for all, REMOVE Rita Paz and Larry Candelario Paz from your database?

Got scammed by Kaiser Permanente-Hawaii and insurance. I was told that if I paid $240, I would have a year-long membership. However, I only used it for two months. Unfortunately, my employer laid me off, leaving me without health insurance, and they automatically canceled my membership. So, what was initially a $20 per month deal suddenly became $120 per month.

My father has bipolar 1 and is prone to hypermania. He's been feeling down, so he talked to his psychiatrist about medication. My dad's medical record has a lot of information about which medications work and which ones don't. The record also says to contact me, his daughter, if there are any changes in his medication (I have power of attorney). Unfortunately, these notes were not read, and my dad was prescribed an SSRI. By the second day of taking the new medication, he became hypermanic. I tried calling his psychiatrist to discuss the situation, but I was told that he was busy. I called multiple times to express my concern about my dad, but I was repeatedly told that the psychiatrist didn't have time to talk. I made it clear that history would repeat itself and that my dad would end up in jail or the psychiatric unit. However, the psychiatrist was too overwhelmed with other clients to call me back. I had to contact the crisis line in Hawaii to finally be heard. The police came to our home and informed my dad that if he didn't go to the hospital voluntarily with EMS, they would escort him. It was only after he was hospitalized that I received a call back from his psychiatrist. Your behavioral health department is extremely overwhelmed with a large number of patients and very few providers, which is why I had to turn to the crisis line for help. In the past year, my dad hasn't been able to schedule appointments twice a month. If he's lucky, he gets a 15-minute phone call with the psychiatrist once a month, but usually, there's a two-month wait. I'm shocked at how terrible the situation has become in the past year. As my dad's caregiver, I feel completely let down.

I used to be a member of Kaiser until November . Before my membership ended, I had a procedure done in May . I never got a call or any follow-up about the results, so I assumed everything was fine. I switched insurance companies and asked for my Kaiser medical records on Feb 8, 2021. After reading the records myself, I realized the procedure might not have worked. I tried to contact my doctor, Dr. L, to ask for an explanation. They wouldn't let me talk to anyone since I wasn't a member anymore and told me to find another doctor to explain the results. After I insisted that someone should have called me if there were any issues with the procedure and that I never got any communication about it, the customer service rep said the doctor would call me back by the end of the day. I didn't get a call, so I called again the next day and now they're saying Dr. L is out and they don't know when they'll be back. They told me again to find another doctor to review the results. Dr. *** made me do this procedure for cancer screening because I'm at high risk. Either Dr. L or any Kaiser doctor should have called me to follow up on the procedure. It's Kaiser's responsibility to give me the results of such an important procedure. All I want is a Kaiser doctor to talk to me and tell me the results of the procedure and why I wasn't called if there was a problem.

Kaiser Permanente has my insurance info for both of my providers. They sent in two claims for small amounts, but they personally billed me for claims that cost over ten thousand dollars. They didn't even send those claims to my insurance company. My doctor told me it's because Kaiser can charge me more than what my insurance company will pay them. I tried reaching out to every Kaiser email I could find online, but none of them would connect me to the claims or finance department. They kept telling me to call, even though I repeatedly mentioned that I don't have a phone. I'm unemployed and basically homeless, so I can't afford to pay the ***. But I do have insurance. I have Mass Health and ***. Kaiser sent two small claims to ***, but one got denied because they said it was double billing (and they also said I wasn't responsible for paying Kaiser since they already paid for the same procedure once). I can't get in touch with Kaiser. They only sent the small claims to my insurance and sent bills to my mom's address for thousands of dollars without even trying to submit them to my insurance companies. My insurance company rejected their claims because they billed multiple times for procedures that were already paid for. Kaiser says I'm responsible for the bills that cost multiple thousands of dollars because they don't have a contract with my insurance company. But they didn't even bother to submit the big claims. They did submit ones totaling ***, so they do have a contract.

Aloha, my name is Dr. *** Love. I'm writing on behalf of me and my husband *** Love. I had Kaiser through my husband's job and UHA through mine. The receptionist at Kaiser told me that UHA would cover my $5 *** if I gave her the card. So, I gave the nice receptionist my UHA card. Turns out, that was a huge mistake. My husband and I have spent over 40 hours trying to resolve a simple medical issue. We filed multiple grievances starting in December , but we haven't received any resolution or mmunication from the department. We've been bounced around between financial services, member services, insurance billing, and the grievance department. It's been 8 months of trying to resolve this simple medical issue. Now, I received notice that my *** is going to llections. We were always told not to pay the *** until it's sorted out. Recently, I got a statement saying I owe $30 by 8/8 or it will go to llections. Today, when I logged onto Kaiser, it said both mine and my husband's acunt show we owe $0. Confused, we called billing and they said we owe $1,067. So, what do I actually owe? $0 like my online portal says? $30 like the *** says? Or $1,067 like the lady on the phone says? Part of me wants to just pay the *** and be done with it, but another part of me thinks, why should I pay $1,000 for routine services when the billing department is incompetent? I went to Kaiser with Kaiser insurance, which usually has a $5-10 . Now, I have a medical *** of over $1,000 because my two insurances can't mmunicate? I've called Kaiser and UHA, but

On 8/25/2022, I got a bill due on 9/20 with a $40 balance for services on 4/15/2022. On 9/11/2022, I went to Kaiser and checked-in on a kiosk. The kiosk asked if I wanted to pay my $40 balance. I paid it at that time. On 9/24, I got a bill with a $20 balance for services on 4/15. The bill said to go to "kp.org/paymedicalbills" for info and payment. I went to the website and saw a $0 balance. On 11/8, I got a notice threatening collections if I didn't pay $20 for an unspecified service within 15 days. The notice was dated 10/25, so I got it on the 14th day. Like the previous bills, the notice also said to go to the website. I went to the website and the balance was still $0, so I couldn't pay online. On 11/9 (the 15th day of the notice I got the day before), I called the number on the notice and talked to 6 agents for 2 hours and 22 minutes. Some said I had a zero balance, some said I had a $20 balance. One agent told me that when I paid $40 on 9/11/2022, instead of going towards the $40 balance from 4/15, Kaiser split the payment without telling me. They applied $20 to 4/15 and used the other $20 for the new service, keeping the remaining $20 balance from 4/15. With the conflicting explanations, I asked to speak to a supervisor. The supervisor confirmed Kaiser's billing practice of applying payments to the newest charges and letting the older charges stay unpaid, without the consumer knowing. They also told me the 15 days started on 10/25, regardless of when I got the notice (11/8). Since I couldn't pay online and mailing would be late, I paid.

I've been having neck and back issues since I injured my back in October. I first sought help from Kaiser at the end of December , beginning of January 2022, due to the neck pain disrupting my sleep. To date, I've seen no improvement in my neck pain based upon Kaiser treatments. While I was in *** in July, I had a treatment from a physical therapist outside Kaiser. He did manual manipulation of my neck, which greatly decreased my pain and allowed me to sleep through the night. Since coming back to Kaiser in late July, I've been requesting their physical therapists provide manual treatment, which they deflected. After two months of me pushing, I was finally told that Kaiser does provide manual manipulation and that I would need to see a physical therapist outside Kaiser. Manual manipulation is a common practice that can be seen mentioned on many physical therapy websites. I've made numerous requests for a referral to be allowed to see a physical therapist outside Kaiser, which have all been denied. Even though I've told them repeatedly that my neck pain has been getting worse again, causing me to not be able to get a decent night's sleep. The doctor supposedly in charge of my treatment at Kaiser, ***, has not responded to my emails in over 2 weeks, even though Kaiser says she will respond in 3 to 4 days. No MRI has been done of my neck, and the Kaiser physical therapists keep giving me the same exercises, which seem to make my neck pain worse. They then tell me not to do the exercises if they make the pain worse but do not give any other suggestions nor do the doctors. I've been given conflicting information from Kaiser doctors about whether or not I can take Nsaids since I take prednisone twice a week. No one at Kaiser has done a thorough patient exam, if they had, they would have noticed my subscapular muscles were not engaging properly, as was discovered by a physical therapist outside of Kaiser. Kaiser seems to have no organized treatment plan.