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

• 

  Philips RS North America LLC

  312 Alvin Dr New Kensington, PA 15068

• 

  Respironics Colorado, Inc

  12301 Grant St Unit 190 Thornton, CO 80241

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:02/19/2025

  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.

  There was a recall on a ******** CPAP machine. I registered to receive a replacement machine, but it is not compatible with the battery pack to use it for an extended period of time. I spoke to them, and they said the provide me with a battery pack that is compatible with the machine and not the battery pack. I don't want the new machine. I want the battery pack. I don't think it is fair to have to buy either a new machine or a battery pack.

  Business Response

  Date: 02/19/2025

  Philips has received the above referenced complaint.  
   
  This case has been completed. We sent a message to the patient a message explaining that the replacement device she received is identical to her recalled device and that the battery is compatible with the replacement device. In addition, we explained that the only portion of the system that was affected by the recall is the main blower component where the foam was located, and that the battery was not part of the recall so unfortunately we are unable to send a new battery. We recommended she tries to use the original battery again and/or contacts her DME, or searches online, to purchase a new battery.
   
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.
  
  Sincerely,
  
   
  
  Clinical Marketing
  
  Sleep & ****************

• Initial Complaint

  Date:01/28/2025

  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.

  The Philips Dream Station Go has been much time, trouble and expense. I have received no other compensation than the Go replacement SN# J362632100F93. 
  Philips required me to submit a new prescription, but did not follow it to set up my CPAP or sent me another victim's Go CPAP. Philips looked the machine at 5.5cm of water pressure. I do not see this on my prescription copy, it stated 4-8 am of pressure. I am able to do a manual reset to 4, but it won't remain there if I am awake and breathing normally, so my Go is not maintaining a constant lower pressure until the device detects that I require more pressure, as stated on P.16 Philips Go Manual. Moreover, I have awakened to find a lot of pressure, uncomfortable, reading 9-12 plus, well above Dr. ******** prescription. 
  

  21JAN2025 Philips/***** ************** (Philips Support Team) refuses to confire my prescription. can be viewed, following a long hold while she consulta with a colleague. I waited an hour on HOLD to speak to a Philips representative. Philips had my requested prescription over one year prior to shipping my replacement Go CPAP.  Now, Philips/***** suggest it is up to me to make it right. Both Dr. ****** and Apria stated, "It is Philips' responsibility to provide **** **** with a suitable replacement. 
  

  I as requesting your assistance to direct Philips to provide me with a suitable repacement. I have waited over three years for my replacement CPAP, it does not preform to the Philips requested and provided prescription. Philips caused and exacerbated. this situation. 
  

  
  

  Business Response

  Date: 02/19/2025

  Philips has received the above referenced complaint.  
   
  This case has been completed, we have been in contact with the patient to re-educate him on auto-setting mode and that he will need to work with his doctor or DME to have the device set to his prescribed settings. He has an appointment scheduled with his doctor and will let me know if he has any additional questions or issues.
   
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.
  
  Sincerely,
  
   
  
  Clinical Marketing
  
  Sleep & ****************

• Initial Complaint

  Date:01/23/2025

  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 responded to a recall by reporting my DreamStation CPAP machine that only had ***** hours on it. They sent me a replacement machine as requested, however the machine they sent me is refurbished and has almost ****** hours on it. I called to ask about this and waited on hold for over 45 minutes only to be told that I am out of luck, I can either keep the machine with ****** hours and return my barely used machine that has a recall or I can keep my recalled machine and return the replacement, but they will not send me another replacement with used hours closer to my original and what ever I choose the recall will now be deemed as honored. This is completely unacceptable, this company messed up and made a faulty product and now they are punishing the patients. They replaced the foam but gave me a machine that has a much shorter lifespan than my original. This is like if your car with under ******* miles had a recall for the seals causing an oil leak and then they tell you that they replaced the motor with one that has ******* miles and there's nothing you can do because they swapped the seals and changed the oil on the replacement. How can they not see how this is an issue? Because of their negligence I can't sell my original because of a health and safety recall, and now because of their replacement scam I can't sell the refurbished one because its over the acceptable hours ran.

  Business Response

  Date: 01/27/2025

  Philips has received the above referenced complaint.  
   
  This case has been completed. we sent additional information to the patient and confirmed that the only part that is recertified is the exterior housing and the component that keeps track of the hours used. We provided this link to read about the replacement devices and watch the video for additional information and details ****************************************************************************************************************************************************************************
  
  We also told the patient to contact us if he had additional questions.
  
  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
  
   

  Customer Answer

  Date: 01/27/2025

  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.

   

  Here is the reply I sent to the company in regards to email they sent me, they stopped all communication and instead came here and claimed that it was resolved.
  
  I still feel like this is unacceptable, if all the internals have been replaced then the hours used should have been reset. Regardless of what was done the hours displayed on the machine affects the resale value of the machine. Even with the certified refurbishing and the two year warranty, all online and offline DME providers that I've spoken to refuse to buy a machine that is displaying this many hours. I now use a different machine from a different company and ******** has essentially prevented me from recouping my money, first by providing a faulty machine, and then by replacing it with a machine that has nearly ****** hours used displaying on it thus making it unsellable. This type of action is shameful and is a true testament to the standards and practices of the company and how much they actually in fact do not value their customers and patients. Replacements should be done on a similar hours used basis and not just what ever is in the pile next. I will never again buy another ******** product medical or otherwise if this is how they treat their customers and patients. I apologize if this has come across as rude, as I understand that it is not your fault but just a flawed company policy from a company that doesn't care as much as they say they do.
  
  Regards,
  
  ******* *********

  Business Response

  Date: 02/12/2025

  Unfortunately we are unable to replace a replacement device just because it is recertified or so the patient can sell it. As you know there are many recertified replacements that have been issued successfully over the last 4 years and it is also standard industry practice for DME's to issue used devices to patients as well.
  
  If the replacement was malfunctioning or had some functional issue, we would be happy to replace it. Wanting to sell the device does not qualify unfortunately.
  
  Sincerely,
  
   
  
  Clinical Marketing
  
  Sleep & ****************

  Customer Answer

  Date: 02/12/2025

  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.
  
  My old unit has less that 3000 hours used, this replacement unit has nearly ****** hours used on it. Even if I wasn't going to resell it this would be unacceptable. The fact that they are more concerned with the fact that I want to resale a machine that had to be replaced because they as a company messed up, and not at all concerned with me as a customer and patient says all that needs to be said about this company. At this point, I will never buy another ******** product again, whether its medical or any of their other divisions. They obviously do not care about their customers at all, and a company that doesn't care about their customers doesn't need my business.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:01/13/2025

  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.

  In July 2024, I provided ALL of the information Philips requested of me (i.e., legal name, shipping address, recalled device serial number and registration confirmation number) regarding the longstanding Philips CPAP recall.I was advised at that time that I would receive a replacement device the following month (i.e., August 2024).I have called the phone number in ******** ***************) every month thereafter, and I constantly get the run-around. (It is as if Philips really has no intention of EVER providing a replacement device...They simply continue to string me along...)Needless to say, I have been enormously frustrated as I have had to continue using what is a defective device by ********************** own admission. And there does not seem to be any way to COMPLAIN and get Philips to live up to its own commitment to replace the machine....So I am finally writing to the BBB...

  Customer Answer

  Date: 01/15/2025

  FYI, this is in information that I provided to Philips which may be of assistance to them in tracking down my file:
  

  Information Provided To Philips July 12, 2024
  
  
  Legal name: ******* ********
  
  Shipping Address:
  **** ********
  ********************************br>*******, *******
  M6P 3Z6
  
  Recalled Device Serial Number: *************
  
  Registration Confirmation Number: 2023051601378267
  

  
  

  Customer Answer

  Date: 01/21/2025

  ***************************
  Sat, Jan 18, 11:48 AM (3 days ago)
  to me
  
  Hi, *****:
  
  Please be advised that Philips FINALLY delivered the replacement CPAP device!
  
  ...So you can now close this file!...
  
  (Thanks very much for all of your attention to this.)
  
  Best,
  
  **** ******** - Extreme Flute

  Business Response

  Date: 01/21/2025

  Philips has received the above referenced complaint.  
   
  This case has been completed, an order was created, and a replacement device was delivered via ***** on January 16, 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: 01/21/2025

  
  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. 

  
  Please be advised that Philips FINALLY delivered the replacement CPAP device!
  
  ...So you can now close this file!...
  
  (Thanks very much for all of your attention to this.)
  
  Best,
  
  **** ********
  

• Initial Complaint

  Date:01/13/2025

  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.

  As part of the Philips Respironics Recall settlement, I submitted all claim forms, the recalled CPAP, and remanufactured replacement CPAP as instructed to be reimbursed on 02/01/2024. To date I have not received any communication or reimbursement as promised. You call the help line and they can provide no information other than hope to pay by spring 2025. They cannot confirm your payment or when to expect. This is unacceptable. I have been told verbally that they do have my claim and machines. I would like someone to provide me with the details of the payment and an *** to expect this. The original *** was August of 2024. No communication is unacceptable.

  Business Response

  Date: 01/16/2025

  Philips has received the above referenced complaint.  
   
  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 all of 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.
  
  Sincerely,
  
   
  
  Clinical Marketing
  
  Sleep & ****************

  Customer Answer

  Date: 01/16/2025

  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.
  
  The third party doesnt respond and no email boxes are monitored, so they only send canned AI responses. All equipment was returned as requested to Philips as instructed over a year ago. Are you stating I need to file a complaint against the administrator??
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:12/30/2024

  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.

  It has been more than 4 years since Philips recalled ************* and i as a consumer have not been able to use the machine . I have registered my product with Philips more than 4 years ago and have yet to receive the replacement product. I have suffered significant health problems as a result of not being able to use this machine for my condition. I really want to request Philips for the sake of humanity to abide by the recall and provide me the proper product that they are legally bound to provide. The details of my order and device is ********************** Device RA # ************************** Thanks

  Business Response

  Date: 01/10/2025

  Philips has received the above referenced complaint.  
   
  This case has been completed, an order was created, and a replacement device shipped today 1/10/25 via FEDEX.
   
  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:12/20/2024

  Type:Product 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.

  I received the notice that my **** was recalled. I filled out the paperwork requesting a *************** never heard anything back & never received a replacement.

  Business Response

  Date: 02/07/2025

  Philips has received the above referenced complaint.  

   

  This case has been completed, an order was created, and a replacement device was delivered via ***** on January 30, 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

   

  Customer Answer

  Date: 02/09/2025

  
  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:12/17/2024

  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.

  I have a ******** dream station 2 machine model numberJ245512850149 which had a recall in June 2021 . I registered it as instructed. I have not received the replacement as of today! I have called ******** several times with no replacement . The most recent was Dec3 2024 speaking with a ******.He said it was to be replaced by my local company that I ordered my supplies from so I called them and they said no it was to be replaced by ******** so I called and spoke to the same ****** and he said he would follow up. I realize that has not been that long but I went to my sleep apnea and on the dec11 and she said to contact bbb that 3 yrs was plenty of time for replacement. I would appreciate your gel in this matter

  Business Response

  Date: 01/07/2025

  Philips has received the above referenced complaint.  
   
  This case has been completed, an order was created, and a replacement device was delivered via ***** on January 3, 2025.
   
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.
  
  Sincerely,
  
   
  
  Clinical Marketing
  
  Sleep & ****************

• Initial Complaint

  Date:12/13/2024

  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.

  Hi,Philips Respironics sent out a recall on the Dreamstation CPAP machine because of cancer causing issues. Once I submitted for a new machine, they sent me a replacement but the humidifier no longer works and I've tried several troubleshooting methods to fix the problem. They are extremely hard to get a hold of and I cannot find anyone in the company to communicate that I need an entirely new replacement for my Philips Respironics Dreamstation. Thank You,****** ****

  Business Response

  Date: 12/27/2024

  Philips has received the above referenced complaint.  
   
  This case has been completed. 
  
  The patient contacted us regarding a humidifier that may be malfunctioning and is out of warranty - we explained that he will need to work directly with his DME and that our records show his DME is Adapt.
  
  Sincerely,
  
   
  
  Clinical Marketing
  
  Sleep & Respiratory Care
  
   

• Initial Complaint

  Date:12/06/2024

  Type:Product 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.

  I have been provided with a replacement CPAP medical device because of a faulty previous device that was recalled. I was provided with a Philips Respironic Dream Station 2 replacement. There are fire and overheating warnings issued by Philips on this device but no recall. I called the company today to see what remedies they were offering as my device is overheating. Instead of offering me the proper information, the young girl interviewed me excessively and then hung up on me without giving me my ticket number. She couldn't answer simple questions as to what the company is going to do for people whose replacement devices are overheating and she wasted a lot of time with me on the phone. I need an answer as to what is going to be done for me since my replacement for my recalled CPAP is overheating, which the company knows is a problem with these replacements but hasn't issued a recall on them yet. How many class action suits will it take for this company to stop harming and instead helping people's health?

  Business Response

  Date: 01/02/2025

  Philips has received the above referenced complaint and the case has been completed. The patient responded with the additional information we needed to process a new replacement device order.
  
  The patient has been contacted and knows a replacement order is in the process of being created and another replacement device will arrive in the next 1-2 weeks.
  
  Sincerely,
  
   
  
  Clinical Marketing
  
  Sleep & Respiratory Care
  
   

  Customer Answer

  Date: 01/02/2025

  
  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. 

  THAT IS, IF THE COMPANY ACTUALLY REPLACES THIS ITEM WITH A NEW, NON-DEFECTIVE CPAP MACHINE!  

  I will be back here to BBB if that doesn't actually happen as I feel that the right hand doesn't know what the left hand is doing at Philips Respironics.

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