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Business Profile

Pharmaceutical Manufacturer

Philips RS North America LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pharmaceutical Manufacturer.

Complaints

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

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Philips RS North America LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 538 total complaints in the last 3 years.
    • 43 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/06/2024

      Type:Product Issues
      Status:
      Resolved
      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 am a owner of one of the defective devices that this company had on the market. I returned their defective device and in return I was suppose to receive my class action lawsuit settlement from them for returning this piece of junk back to them. I discovered that settlement checks went out in September of this year and I have NOT received my payment!!! When I contacted the administrative office whose handling their mess, he seems to be an airhead who doesn't know anything unless this is their way of trying not to send out anymore payments.

      Business Response

      Date: 12/20/2024

      In response to the above and attached case, we explained to the patient that the reward payments are part of the Class Action Lawsuit Settlement Agreement which is managed by Angeion the third-party administrator.

      We did receive the patient's recalled device and thanked the patient for returning it.

      We provided contact information for Angeion.




      Sincerely,

       

      Clinical Marketing

      Sleep & ****************

      Customer Answer

      Date: 12/20/2024



      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:12/06/2024

      Type:Product Issues
      Status:
      Answered
      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 recall program for CPAP equipment, I returned 2 separate ************* to the company (****** Respironics). The company issued a refund check #******* for claim #HRPN102234032 on 8/30/2024 for 1 of the machines. Subsequently, the company sent out a second notice for which the **** advised was initially sent on 9/17/2024. However, as I did not receive the notice, I notified ****. To date, I have not received this second notice. I am requesting Philips to re-send this second notice

      Business Response

      Date: 01/02/2025

      Philips has received the above referenced complaint.  
       
      This case has been completed as much as possible.

      We contacted the patient and are waiting to hear back. Our records show one registration which has been completed. We asked the patient to confirm the second device serial number and have not heard back yet. In addition, the patient is inquiring about payments from the Class Action Lawsuit Settlement Agreement which is managed by a third party Administrator. So, if there is a second device serial number, we will refer him to the Administrator for further information.

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

       

    • Initial Complaint

      Date:11/13/2024

      Type:Product Issues
      Status:
      Answered
      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 my Dreamstation CPAP machine in 2022, I added my machine to the list on the Philips website and still have no resolution after 2 years of Philips promising a machine and siting back order and delays on their part. Most of the discussions involved me giving them my information repeatedly because they had clearly lost it or deleted it since the last discussion. The last discussion was Oct 3, 2024 I spoke to *********, where they said I would hear from them with a shipment confirmation in the month of October but nothing. I had also contacted them the following dates:Aug 20, 2024 - spoke to ****** - Promised September delivery Dec 18, 2023 - spoke to ****** - Promised February 2024 Mar 3, 2023 - spoke with Crystal at Coastal Sleep - passed the file to Philips they were no longer handling the recalls Jam 13, 2023 - spoke with ********* at Coastal Sleep - said I would be notified when things were ready to ship

      Business Response

      Date: 12/02/2024

      The above and attached referenced Canadian case will be completed when the device ships this week. We just started a new Canadian patient direct-ship program. The order has been created and will ship later this week via FEDEX.

      Sincerely,

       

      Clinical Marketing

      Sleep & ****************

      Customer Answer

      Date: 12/03/2024

      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.

      Philips has been promising a shipment "Next week" for 2 years now so yet another promise does not resolve anything, until I have the machine or a tracking number that the unit has been sent this is not resolved and nothing has changed.

      Regards,

      ***** *****

      Business Response

      Date: 12/13/2024

      This patient order has been created however we are experiencing a shipping delay and expect this order to ship in the next 1-2 weeks. We have updated the patient on this delay.


      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

       

    • Initial Complaint

      Date:10/28/2024

      Type:Product Issues
      Status:
      Answered
      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.
      On August 1st I received confirmation for the Class action settlement on the return of the ***** I was quoted a device payment award of $155.63. Returned the devices via *** Ex tracking number ************, but never received my payment. It has been over 2 months. When I went to the website and entered in the serial number *************, it now comes back as unrecognized. How can I have a Claim number HRPX101175875 and a Confirmation Code M6GTW9auqe6f, Fed Ex Tracking, and now they say the ** does not exist? I want my settlement payment!

      Business Response

      Date: 11/11/2024

      The above referenced complaint has been reviewed and closed. 

      The patient has been contacted and we explained that our records do not show that they registered for the recall with Philips to receive a replacement device and that they can still register for the recall remediation program that is offered by Philips, by visiting the patient portal. We provided a link to the portal and further explained that if the patient registers for the recall, we would be happy to help facilitate getting a replacement device sent to them as soon as possible.

      Regarding the device payment award they are expecting for $155.63, that payment is not from Philips, it is part of the court order related to the Class Action Lawsuit Settlement Agreement which is managed by a third party administrator named Angeion. For information about those payment awards, the patient will need to contact Angeion directly at: www.RespironicsCPAP-****************, or ************.
       

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

      Business Response

      Date: 12/03/2024

      In response to the above and attached case, we explained to the patient that the reward payments are part of the Class Action Lawsuit Settlement Agreement which is managed by Angeion the third-party administrator. 

      In addition, we told the patient that their device has not been registered for the recall which may be the reason they have not received a reward payment however they will need to contact Angeion to confirm the requirements.

      We provided contact information for Angeion and a link to the patient portal to register until 12/31/24 because they are still eligible to receive a replacement device.

      Sincerely,

       

      Clinical Marketing

      Sleep & ****************

    • Initial Complaint

      Date:09/11/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      had my Philips cpap machine recalled the new one they sent a Dreamstation 2 the power cord lasted about 2 1/2 years before stopped working. Called their help line who had me do multiple things I had tried in the past and now my **** wont work and they expect me to buy a new power cord when these should last longer than 2 years and now I am without my CPAP until i can get a new cord and it can be life threatening to be without a CPAP They said my warrenty ran out 2/2024

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 recalled CPAP machines. I returned machine March 11, 2024. Was to receive $100 for returning machine. Never received compensation. Continue to get reminder emails to return machine. I called at least twice saying I have not been compensated.

      Business Response

      Date: 08/26/2024

      *** ********* * ** *********
      ********
      *****

      *** ***** ****** ******* *********** ********
      ***********
      **** *** *** **** ** ** **** ****
      ** *** ***********************

      Dear *****,

      The above referenced case has been completed. The system has been updated to show his device has been received. All of the systems should reflect this change over the next 3-5 days. A message has been sent to the patient.

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

    • Initial Complaint

      Date:08/13/2024

      Type:Product Issues
      Status:
      Answered
      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 CPAP machine that has been recalled. S/N *************, Model Auto CPAP. I
      would like this equipment replaced with another one with programing complete, as I have severe sleep apnea and heart issues. My Dr. is with ******* ****** in ******* **.

      Business Response

      Date: 08/30/2024


      *** ***** ****** ******* *********** ********
      ***********
      **** ** ** ******* ****
      ** ************************ **


      Philips has received the above referenced complaint.   
       

      This case has been completed, an order was created, and a replacement device was shipped via FedEx and is expected to be delivered Friday, August 30th between 10:00am-2:00pm.

    • Initial Complaint

      Date:07/22/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 had a recall on their CPAP machines and replaced many units. They never sent me any forms nor communicated with me about exchanging my CPAP unit for a new one. Their claim was the old one caused cancer and they would recall and replace the units and I never had them reach out to me to get my replacement.

      Business Response

      Date: 08/26/2024

      *** ********* * ** *********
      ********
      *****

      *** ***** ****** ******* *********** ********
      ***********
      **** *** *** ***** ** ** **** ****
      ** *** ***********************


      Our records do not show a registration for this patient name, mailing address, phone number or email address therefore we are unable to proceed until the patient provides the device serial number to determine if the device has been recalled.

      We have sent the patient three messages - 8/6, 8/12 and 8/24 and have not received any responses. If we do not hear back from the most recent message, we will close this case as "no response".

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

    • Initial Complaint

      Date:07/22/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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'm trying to get money for returning my CPAC machine, they sent a check out on 3/27/24 to the old address, it was never found. Early on I had given them my new address 3 times, whenever I call I ask them to repeat my address to me, they repeat the new address, but sent check to old address. So they are to issue a new check but I can't now get anyone to move their behind, it's always a different story time 2month..I give them all the information they need and everyone say something different. I am so tired of the mess, these folks working from home not doing their job. It crazy to have to deal with this. This is the 2nd complaint I'm putting in with you within a week, I can't do anything, you call they say something different, 7 to 10, now it's 6 to 10 weeks, and they don't have 2nd device I sent out. Maybe they'll give the same information which makes no sense.

      Business Response

      Date: 08/20/2024

      *** ***** ****** ******* *********** ********
      ***********
      **** ** *** ******* ****
      ** *** ***********************

      Philips has received the above referenced complaint.   

       

      This case has been completed, the original check has been voided and a new check was printed and mailed on August 16th. The patient has been notified that a check would be reprinted and a follow-up email was sent confirming the check had been printed and mailed.

       

      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: 08/20/2024

      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.



      *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

       

      i have received 1 check on August 18th for $50.00, they still owe for 2 others. Makes no sense to send a check for just 1 when I'm owed for 3 which I forgot about 1 in all my corresponding to them but I was told I returned 3 device which qualify.  If I say I agree then they will/would not send the other two.

      And I want the reward money in the amount of $100.00 for each of the machine, these folks cause me harm, they said they would pay, I didn't ask them, now I am.



      Regards,


       ******* *****

      Business Response

      Date: 08/26/2024


      *** ***** ****** ******* *********** ********
      ***********
      **** *** *** **** ** ** **** ****** *** ***********************

      This case has been responded to and closed again. We confirmed with the patient that all three of her devices have been received which is also reflected in the patient portal and will be provided to the Class Action Lawsuit Settlement Agreement Administrator, Angeion.

      The compensation she is referencing is through the Class Action Lawsuit Settlement Agreement that is being completely managed by a third party administrator by the name of Angeion.

      For updates regarding those payments, we instructed her again to contact Angeion directly at either ************************************, or 855-912-3432. The related payments, from what we understand, are scheduled to begin in September or later however Angeion can confirm the timing.

      There is no further action for the patient to take. The next step is for her to receive the additional payments from Angeion which are expected to be issued in September, or later.

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

      Customer Answer

      Date: 08/26/2024

      ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****



      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:07/09/2024

      Type:Delivery Issues
      Status:
      Answered
      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 has a recall for CPAP machines. July 2023 they asked me to mail back my CPAP device back in order to get a $900 check. I mailed the device but have yet to receive my check. They mailed a check but it was lost in November 2023. I have filed multiple requests for a new check. However, they cannot provide information or a person to speak to. They claim there is no number for the department and I have been promised the check for 8 months but have yet to receive it.

      Business Response

      Date: 08/13/2024

      *** ***** ****** ******* *********** ********
      ***********
      **** *** *** **** ** *** ***** ****
      ** *** ***********************

      **** ******

      This case has been completed and closed. A new $900 check has been issued for this case on 8/7/24 and the original check has been cancelled. 

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

    Philips RS North America LLC is NOT a BBB Accredited Business.

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