Complaints

This profile includes complaints for Philips RS North America LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Philips RS North America LLC

  1010 Murry Ridge Ln Murrysville, PA 15668-8517

• 

  Respironics Colorado, Inc

  12301 Grant St Unit 190 Thornton, CO 80241

• 

  Philips RS North America LLC

  312 Alvin Dr New Kensington, PA 15068

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:06/24/2025

  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 need to use my ******** CPAP machine. I have found it to be recalled. I researched this, and am very upset with ********, as I was NEVER notified in any way, mail or email, or call in regards to the recall. I wonder how many people were not notified their unit can make them ill. I am alarmed I was not notified or contacted in any way! I expect ******** to make good on this issue!

• Initial Complaint

  Date:06/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  The Philips Respironics company required me to ship back my defective CPAP machine and they would send me $100.00. The company sent me a box and shipping ****************** on how to pack it. I did everything that was required and dropped the box off at a *** store to ship it. Since the label was already done I didnt receive any paperwork for the package. This was about 4-5 years ago and now they are claiming that it was never received and they want it. I dont have the defective machine or the $100.00.

  Customer Answer

  Date: 06/09/2025

  ADDITIONAL INFORMATION:

  I wanted to add to my case that I didn’t hear from the company until a couple of months ago asking where the Defective CPAP Unit was. I told them that it was sent back to them as their return box and label arrived. I just figured that it would take some time to go through the company before I would get my $100.00 check. Then I received a communication from them wanting their unit back. It doesn’t take almost three years to ship it to them. I think they have it because I don’t and I went to the UPS Store they don’t have it or any tracking on it. It was self addressed label the Driver just takes it and goes.

  Business Response

  Date: 06/26/2025

  Philips has received the above referenced complaint.
  
  

  Philips has sent an email with the following information:
  
  

  Please be aware a third-party Settlement Administrator, Angeion Group, has been retained to administer the economic loss settlement and to provide you with further information about it.  They would be happy to attempt to answer any questions you may have.  I can provide you with Angeion’s contact number/website for more details: www.RespironicsCPAP-ELSettlement.com, or 855-912-3432.
  
  

  Payments for eligible claims that also submitted an eligible Accelerated Implementation Option began distribution on June 24, 2024 and will continue throughout the summer (2025).  We are unable to provide an exact date for each individual claimant’s payment. 
  
   
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.
  
   
  Sincerely,
  
   
  Clinical Marketing
  Sleep & Respiratory Care

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 purchased a CPAP machine and it was later recalled due to a faulty piece of equipment that was on the machine.This Company asked that the faulty piece be returned within a certain amount of time. If the equipment was returned they would issue $100 for the return.I returned the equipment on July 3, 2024. Ive been calling about the $100 and each time they continue to tell me call back in 30 days as they are still processing payments. They started saying oh Ill receive the $100 in the Fall, Fall has come and gone. Then I was told were still processing the claims and funds will be issued early Spring. I called today (5/08/25) and now Im being told they are still being processed to call back mid June.I just feel like they have no intention of issuing any funds for their faulty product and this is why Im seeking help from the BBB. They continue to give me the runarounds and I believe they have no intentions of issuing funds for the returned equipment.

  Business Response

  Date: 05/12/2025

  Hello,
  
   
  
  Thank you for providing Philips with the complicate.  Please advised Philips sent an email to the consumer advising to contact the  area that is handling the reimbursement checks.  We have also send an email to the area to verify information.  Please let me know if you need any additional information.
  
   
  
   
  
  Philips PCMS Patient Support Team
  
  Sleep and Respiratory Care
  
  

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:04/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Respironics Inc. provides CPAP equipment and data for my sleep apnea therapy. My CPAP machine has a note: "Contact Support. There may be a problem with your humidifier. Therapy will run without humidification". I've tried all week to contact "Support". I've called during business hours and got a recorded message "to contact them during business hours". I've been on hold 30+ minutes numerous times when I have gotten through. I've requested they call back by a "customer service agent" as soon as they're available. I've never been called back. I've tried to contact them with an email but their web site is extremely difficult to navigate and there were only occupation choices for people currently employed. I'm retired. I got kicked off the web page several times trying to find the portal that would allow me to send an email ... to anyone within the organization. I'm angry because of the difficulty trying to talk to a real person, or send an email or get a response from a customer service agent.

  Business Response

  Date: 05/13/2025

  Hello,
  
   
  
  Regarding compliant #********, the home care provider, Cascade Part Medical, called Philips Repair team regarding the issue with the device.  The repair team ordered a replacement device on #********** on 5/1/2025.  I will be notifying the patient the replacement device was shipped to the home care provided.
  
   
  
  Please let me know if you have any questions.
  
   
  
   
  
  Philips PCMS Patient Support Team
  
  Sleep and ****************

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Philips Respronics had a massive recall on defective sleep therapy equipment. I had a device that fell within the group of defective devices. There was a class action lawsuit that was settled last year. Philips gave people the choice to replace their device or take a cash amount instead. This was only offered after many months of information. I had already acquired a new CPAP machine from a different company; so I chose the cash option. Philips sent me a *** Ex mailing label for me to return my defective machine. The tracking number on that label was ******* ********. Philips received my device on 11/1/23 @ 11:48am in *********, ** . It took until 2/5/24 to get confirmation that they did have my device. The device # is *************. The person I spoke to gave me a claim# HRPM101910047 and a confirmation code xcxm9rm4bryc. By returning the defective device, I was supposed to receive $100, and then each device had a dollar value assigned. My particular machine had a dollar value of $55.63. These payments were supposed to start takin place in August of 2024. In November, I emailed them a request for my money. They told me to be patient. It has now been over five months and I still have not been paid. I keep receiving emails about what I should do to get a replacement device. I dont want their product, I want the money they owe me. I have family that received payment for their device last summer; so its time for Philips to do the right thing and pay me the $155.63 that they owe me.

  Business Response

  Date: 05/19/2025

  Hello *****,
  
   
  
  We received your message from the Better Business Bureau regarding your recalled device and reward payment.
  
   
  
  All of the reward payments and eligibility are managed completely by a third-party Settlement Administrator, *************, who has been retained to administer the economic loss settlement and can answer all of your questions and provide you with further information.  Please call or visit Angeions contact number/website for more details: *********************************************, or ************. Philips has been advise all financial compensation will be sent out by the end of June 2025.
  
   
  
  I apologize for the delay in responding.  Please let us know if you have any additional questions.
  
   
  
  Philips PCMS Patient Support Team
  
  Sleep and ****************

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 returned a Bi-Pap machine as requested by Philips-Respironics and received a conf. number that is H151275002F8C4. This took place about 2022 2023 and I'm still waiting for the check. I tried contacting them several times but continued to get a run-around. It's now 2025 and I haven't received any type of notice from them. I would take them to court if it's my last course of action but felt I would see if you can help me since they keep blowing me off. That you for any assistance you can offer me.

  Business Response

  Date: 05/22/2025

  This case has been completed. The patient is asking for information regarding payments from the Class Action Lawsuit Settlement Agreement. We provided contact information for Angeion, the third-party administrator who is responsible for the payments and has information on the status.
  
   
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.
  
   
  
  Customer Service

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  
  
  Regards,
  
  ******* *****

  Business Response

  Date: 05/28/2025

  Philips has received the above referenced complaint.   
  
   
  
  This case has progressed,  an email was sent to the patient the Economic Loss check was mailed to the patient on 12/27/2024.  We asked if they received the check.
  
   
  
   
  
  Philips PCMS Patient Support Team
  
  Sleep and ****************

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 sleep apnea machine was recalled. I was supposed to receive a replacement and money. I received neither even though I submitted the claim and sent the full unit back to them on time. I never once got an update on it. Then I went to the portal and it says that my *** is supposed to provide it. I contacted my *** and they said ******** is supposed to provide it. Called Philips at least 3 times since the middle to end of last year to find out what is going on. They said they would get someone to call me back, and would esculate it each time. Its been months, still no update via email, mail, or callback. I can never talk to anyone that can give me any updates. I was told by multiple sources that Philips is no longer replacing machines and I should have had my money already. I have no idea what to do, but I can't afford to spend $3200 on a new machine. I only used my old machine for a year before it was recalled.

  Business Response

  Date: 06/05/2025

  Philips has received the above referenced complaint.
  
   
  
  This case has been completed, an order was created , and a replacement device has been shipped via ***** on 4/15/2025, delivered to the front porch on 4/18/2025.
  
   
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.
  
   
  
  Sincerely,
  
  Clinical Marketing
  
  Sleep & ****************

  Customer Answer

  Date: 06/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ***

• Initial Complaint

  Date:03/18/2025

  Type:Delivery 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 have yet to receive the promised settlement check for faulty CPAP device. I got an email a long time ago saying that I needed a prescription to receive another device. I contacted ********************** RS affiliates explaining that I was not trying to replace my device and opted for the settle refund for returning the device. I obtained a return label and confirmed with Philips RS agents that the device had been received by the manufacturer. I sent the paperwork in April of 2024 requesting how I would like to obtain my refund. I have called multiple times and have been told that the pay-out may be in the next batch of checks. It has been about a year (more or less). Can you please send me the refund?

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 sent back my ******** CPAP machine in 2022. They sent me a label and I sent the entire unit back.I only later recieved the replacement which was only the blower. They took the entire machine in including the humidifier and battery pack but only replaced the blower. They did not say they would only replace the blower when I called.I have called many times and have been on hold for hours or disconnected by their phones.They are saying it has been too long since they sent the blower and will not give me a power cord or humidifier box.However, in speaking with customer service, they should have sent the replacement first before having me send my machine in which would have avoided this,My wife has needed to get involved as ******** customer service made it almost impossible to get in touch with them.We have phone call notes and email documentation.I have been without a working machine for some time now and their service department appears to be designed to deter working people from being able to reach resolutions.Desired resolution:We would like them to replace the power cord and the humidifier box they took from us without telling us they wouldnt replace it.

  Business Response

  Date: 03/13/2025

  Philips has received the above referenced complaint.  
   
  This case has been completed, an order was created, and a replacement humidifier kit and power cord are shipping via ***** on March 13, 2025. 
   
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.
  
  Sincerely,
  
   
  
  Clinical Marketing
  
  Sleep & Respiratory Care
  

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  an upgrade (software) was done to the app for ******** respironics dreammapper which is now causing a data sync problem. this app is used to extract the data for the cpap machines. i cannot get technical support on the phonr or by email. its been 2 weeks and the app is still failing

  Business Response

  Date: 03/17/2025

  Philips has received the above referenced complaint.  
   
  This case has been completed, the patient has been contacted and we were able to help regain connectivity. There was a software update that caused connectivity issues at the time of this complaint which was the cause.
   
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.
  
  Sincerely,
  
   
  
  Clinical Marketing
  
  Sleep & ****************

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ****** ********