Review Insights · Google Play
Kaiser Permanente
Kaiser Permanente · 151,963 ratings · ★ 4.7
4.7
★★★★★
151,963 ratings
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Top complaints - extracted from 49 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"update"
7 negative reviews mention this · 14% of all complaints
★★★★★ "The new update sucks. I can't get into any of my information!!!" - David Montoyaii
2
"appointment"
5 negative reviews mention this · 10% of all complaints
★★★★★ "For the money I pay every month, this app should be able to schedule an appointment, but it doesn't. The app instructs me to call in for an appointment." - Felipe Espino
3
"call"
5 negative reviews mention this · 10% of all complaints
★★★★★ "For the money I pay every month, this app should be able to schedule an appointment, but it doesn't. The app instructs me to call in for an appointment." - Felipe Espino
4
"kaiser"
5 negative reviews mention this · 10% of all complaints
★★★★★ "Constantly broken. It's essentially a web browser with all privacy features disabled so that Kaiser can illegally sell your medical data to third parties." - Kevin McMurtrie
5
"been"
5 negative reviews mention this · 10% of all complaints
★★★★★ "(Update: 05/2026)The UI still isnt good. Text looks washed out, no pinch zoom and no dark theme. All of which makes it hard to read for the visually impaired and seniors, Also been getting, "something went wrong. Come back later." Documents…" - -K-
6
"error"
5 negative reviews mention this · 10% of all complaints
★★★★★ "can't log in. just keeps saying there is an error." - Rachel True
7
"work"
5 negative reviews mention this · 10% of all complaints
★★★★★ "useless app. never works when I need it." - James Marshall
📋 All 49 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
The new update sucks. I can't get into any of my information!!!
For the money I pay every month, this app should be able to schedule an appointment, but it doesn't. The app instructs me to call in for an appointment.
O have no clue how to download the app im looking filer here. It allways says ot will be installed soon. And never dose
The app and the website will not allow me to login....it keeps glitching out back to the main menu
useless app. never works when I need it.
Constantly broken. It's essentially a web browser with all privacy features disabled so that Kaiser can illegally sell your medical data to third parties.
can't log in. just keeps saying there is an error.
the new version is trash
The automated answering machine is the worst and causes alot of stress and anxiety. Plus customer service callbacks are a joke. They call you back but then hang up on you. Then you have to redo it all again.
I can't get through to my care team. if I get a message out to them I don't get a response. trying delete then install. if that doesn't work I will have to call and wait on hold forever...
THIS 4* APP RATING IS A LIE!! Inaccurate hours for locations and no direct numbers to locations that you have appointments for. Not helpful for people with individual appts that WERE FORCED TO BE SET IN THE MORNING. Only good thing is the pharmacy system for my prescription. Update: Now I have to pay more for a service that's only getting worse. Awful service, awful app. I can't say awful "people", but my Neurologist is very awful. If you can afford something else DO IT.
Receiving "System Error" at login. App is not usable.
Why is my prescription screen an absolute cluster of prescriptions that cannot EVER be filled? I have to walk in to the pharmacy to figure out when my medication refill date is!!
This app is horrible! I've been a Kaiser Member almost all my adult life! Your phone apps are becoming monstrosities! Come on, give us a new phone App we can use without having to use a magnifying glass to read it! This is ridiculous!!!
System Error We are experiencing technical difficulties. Please try again later. That has been happening for a week and the website isn't working either. Tried to send an email to address this and that wasn't working. I have messages to view and can't login. Please fix this
medical apps should not have tracking cookies or pixels
Can't read instruction letters. Can't print anything.
The app experience has always been poor, and the most recent UI update has actually lowered the bar. Might as well use the mobile website.
the app has been broken for about 2 years now. I can't see my upcoming appointments, and nothing will load no matter what I do. tried uninstalling, reinstalling, force closing the app, clearing cache, etc. I can't make appointments, see notes from doctors, or even locations for where my appointments are. I've had to do everything via phone call, so the app is just wasting space on my phone.
this app sucks so bad, constantly saying technical difficulty. you can't view or do anything on it. and the website for kasier isn't any better. somebody should really try to fix this faulty worthless app and website!
Genuinely the worst app I have ever used. The loading screen will take forever. I mean actually forever the app is practically useless.
App made me update, no will not work (both Android and iPhone).
Most individual doctors and providers are fantastic.The bureaucracy is infuriating
livid that Fentanyl is often not available
yall updated the app for some ungodly reason and now its slow af and makes getting appts 10x harder. Who keeps making these terrible decisions? theyre not patient friendly at all
why can't I see my son's account.......... this is bs.
I cant schedule an ob-gyn appointment on the app. what's the point of having it as an option if you cant schedule an appointment on the app.
Pharmacy staff so arrogant and careless. I was kept waiting for nearly half an hour to get my medication because the counter staff member forgot to register my number or whatever they call it. I'm gonna not trust them with my life, better safer than sorry with Kaiser
so stupid. so complicated to find any thing. should be redesign to make easier and more intuitive. all anyone want is to talk to a doctor/nurse, see medical records or schedule an appointment. but layer after layers of random. it looks like android system fold but less organized. idiotic my auto insurance app is so much better
Kaiser updated their app and it was definitely not for the better. You can no longer view or make appointments for all family members on the home page. As a mother of 3, this is beyond frustrating. I have to click on each individual profile then into the appointments to view and make their appointments.
keeps crashing, takes minutes to load a page if the app does freeze, gave up on making the appoinment
the app is hard to figure out, no help screens, and circular paths that don't get you to the info you're looking for.
cant open app
This new update makes it much more difficult to find things and on a Samsung phone I can no longer pick the other option/ last option on the list at the bottom of the page because of the buttons on the bottom of my screen being in the way.
4/14/2026-now you can update your payment when ordering your medication. does this mean I'll be charged for a KP error once again? probably. previous review-Complete garbage. Does not list immunization history correctly. I've had a message notice for the last 3 years that won't go away. Still no access to dental. It's hard to put your trust in doctors when they can't make the app work after 10 years
Very disappointed with treatment by Kaiser
It is almost impossible to schedule a doctor's appointment through this app. It's infuriating
slow, functions poorly, spams you with notifications, and crashes if you try to use the chat function so it's impossible to get medical advice quickly physicians generally ignore the app features like attaching notes about what an appointment is actually for, or there is some broken functionality there
Pages just don't load. I have to exit one page and click back on the messages to try to get it to load. Same with pharmacy, messaging, records, letters, etc. It is a constant back and forth trying to get into something.
(Update: 05/2026)The UI still isnt good. Text looks washed out, no pinch zoom and no dark theme. All of which makes it hard to read for the visually impaired and seniors, Also been getting, "something went wrong. Come back later." Documents not loading and/or downloads not working. Biometrics is a plus. Did I mention no pinch zoom! (⊙_◎)/¯
PAINFULLY slow and buggy. Like watching the loading loop animation? Then maybe this app's right for you!
fails to operate and the app is current.
Medication reminders won't work reliably - solution is to set Battery to "Unrestricted" - the app should prompt for this adjustment during setup.
Notifications never pop up for received messages but I get an email for them. Can't view pdfs on android. Just doesn't download and always opens with an error no matter what pdf app I use
needs so much updated to work well
This app is very slow and clunky and makes it difficult to find info you need. The navigation is unclear and basic functions, like marking all care messages as read, appear to be missing.
lab test results did not load
I try to make an account for the free Calm App and when it logs in it just turns to a black screen. the Calm app does not through the KP App.
Their prescriptions have drastic price hikes in the middle of a contracted insurance year. Whatever the price is at the beginning of a cycle is what it should remain. Moreover, price increases are without notice.
Sentiment summary
92%
Positive (4-5★)
3%
Neutral (3★)
5%
Negative (1-2★)