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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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    Customer Complaints Summary

    • 536 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:07/08/2024

      Type:Delivery 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.
      Phillips respronics did not replace my cpap machine as was stated in the recall

      Business Response

      Date: 07/24/2024

      Philips has received the above referenced complaints.   

       

      These complaints are from a husband and wife - both of their cases have been completed, their orders have shipped via FedEx and are scheduled for delivery tomorrow, July 24th.

       

      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: 07/24/2024




      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.


      Dear company. Got claim straighted out on *******. Didn't anything on claim for ****** ******. Claim # is *************. E-mail is ************************* 

       

      Regards,



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

    • Initial Complaint

      Date:07/08/2024

      Type:Delivery Issues
      Status:
      Unresolved
      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.
      Phillips Respronics was suppose to replace my cpap machine through a recall and they never did.

      Business Response

      Date: 07/24/2024

      Philips has received the above referenced complaints.   

       

      These complaints are from a husband and wife - both of their cases have been completed, their orders have shipped via FedEx and are scheduled for delivery tomorrow, July 24th.

       

      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: 07/24/2024

      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.


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


      Dear company. Got claim straighted out on *******. Didn't anything on claim for  ****** ******. Claim # is *************. E-mail is ************************* 



      Regards,



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

    • Initial Complaint

      Date:06/10/2024

      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.
      I am owed a replacement Bipap device due to a recall. A Philips Risperonics dreamstation. For the past several months I have called the number provided several times regarding my registered recall, being told my replacement machine will be shipped "soon", "in a few days" "any time now" etc. and then nothing happens. I have been waiting 3 years. I either want my new machine or funds to purchase a refurbished one from a equipment company online.

      Business Response

      Date: 07/16/2024


      Philips has received the above referenced complaint.   

       

      This case has been completed, an order was created, and a replacement device is scheduled to be delivered tomorrow, July 17th 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

      Customer Answer

      Date: 07/16/2024





      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,



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

      Customer Answer

      Date: 07/19/2024


      I closed this complaint because my replacement device was shipped. But when I received it, the humidifier chamber wasn't included and the machine can't be operated without it.  Essentially, I only received half a machine.  

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

      Customer Answer

      Date: 07/22/2024

      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 called me today and informed me that the heated humidifier half of the device was not part of the recall and I'm supposed to use my old humidifier with the new machine, despite my concerns it may be contaminated with particles.  I will now have to pay over $100 out of pocket for a new humidifier.  Philips should have clarified this, as "device" to me means the whole machine, not just the blower half. Noone at Philips, in this whole process, explained that to me and I find the omission of that essential information negligent, if not deceptive in my opinion. I don't know if there's anything that can be done about this, other than to get them to openly clarify the terms of the recall.  Thank you for your help in this case.  I guess I will consider this matter closed, since they are not legally obligated to give me a humidifier. 



      Regards,



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

    • Initial Complaint

      Date:05/29/2024

      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.
      As requested by Phillips, I sent my defective CPAP machine in for a credit. I did this in December 2023. I have repeatedly asked Phillips for confirmation they have received my machine and when I can expect my reimbursement. On one email, they said they had not received the machine. I sent them confirmation and tracking information from the shipping label, and they have not responded. This issue has been going on for over two years. I know they are involved in a class action lawsuit, and I really don't want to join one of those. I want them to verify they have my machine and send me the hundred dollar credit. It's bad enough that they poisoned us for years, now they can't seem to follow through on recalls.

      Business Response

      Date: 06/18/2024


      This case is progressing. The patient did not receive her $50 payment instead of a replacement device. We have received her recalled device and she is on the list to receive a check in the next check run. Check runs take place every 3-4 weeks. As soon as the check has been issued, we will send an update.

      Sincerely,


      Clinical Marketing

      Sleep & Respiratory Care

      Customer Answer

      Date: 06/19/2024

      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.


      The amount owed by the company is $100. This was the agreement as stated in the email when I sent my defective device into them.  It has taken them six months and numerous emails to even get them to verify the receipt of my machine. Now they want to reduce the refund amount. This is unacceptable. The only remedy I will accept is to receive a $100 check from Phillips.



      Regards,



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

      Business Response

      Date: 07/01/2024


      This case has been completed. The compensation check was issued on 6/20/24.

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

      Business Response

      Date: 07/17/2024

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

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

      **** ******

      The above referenced claim has been completed. The compensation check from Philips was issued June 20th and the patient confirmed receipt. 

      The additional $100 the patient is referring to is not a payment from Philips which has been explained at least three times to the patient, in detail. 

      The $100 the patient is referring to is part of the Class Action Lawsuit Settlement Agreement that is managed by a third party administrator by the name of Angeion. The confirmation she received is from the "Settlement Administrator", not Philips. The $100 payments are not being issued by Philips and are not scheduled to be issued until sometime after the August 9th deadline. Philips does not have the most recent information about the details of these payments, Angeion however, can provide additional information and details regarding the $100 payments.

      Unfortunately, we do not have any additional information to provide or actions we can take for this case.

      The contact information that we have provided to the patient multiple times is listed below:

      Settlement Administrator
      Respironics CPAP Settlement
      ************************************
      *************************************
      1-855-912-3432

      Please let us know if you have any questions or would like any additional information.

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

       

      Customer Answer

      Date: 07/18/2024

      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 been in touch with the third-party that is supposed to be issuing the checks. There have been so many errors about whether my Device was received or not, I am hesitant to accept anything until I get my money. When I have my payment in full, I will consider this resolved. Phillips is responsible for the return to machine, so until I get full compensation, they are still involved.



      Regards,



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

      Business Response

      Date: 07/25/2024


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

      ** ******

      Just to confirm, we have contacted the patient and confirmed that, yes, we have received her recalled device. The patient portal also shows, yes, the device has been received.

      With that confirmed and updated in the system, she will automatically be included for payments that will be issued by the third-party administrator, Angeion.

      The payments are not scheduled to be issued until sometime after the August 9th deadline and when final approval is received by the court.

      There is no further action for *** ******** to take and we do not have any additional information to provide to her. Angeion will have the most current information moving forward.

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

    • Initial Complaint

      Date:05/29/2024

      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.
      I rec'd a dream station cpap machine via Home medical products in ********* **. The United States govt paid for it through federal Medicare. Tons of paperwork was done at Home Medical Products, some sent back to Phillips, some sent to Medicare. Make no mistake Phillips Respironics got paid. I registered this machine to get a new replacement years ago! I have since not received a new machine, or payment for. I continually get harassing postcards several each month from *********, Phillips Respironics agent, yet I still have no new cpac machine. I have given them machine, numbers, information, my name address, repeatedly, to no avail. WHERE IS MY NEW MACHINE. Just send it, the doctor pulmonologist said to streamline a complaint with better business bureau.

      Business Response

      Date: 06/18/2024


      Philips has received the above referenced complaint.   

       

      This case has been completed, an order was created, and a replacement device was delivered via FedEx on June 10, 2024.

       

      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:05/27/2024

      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've sent in Philips Respironics my serial number ************* my date of birth and phone number for my new machine two months ago and they have not responded. I'm using only oxygen at this time. My health has declined rapidly. To have a better quality of life I need the new machine for my Sleep Apnea, Chronic Heart Failure, and Chronic Obstructive Disease. For the past two months I been in and out of ICU twice waiting on my new machine.

      Business Response

      Date: 06/18/2024

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

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

      The processing department has been trying to communicate with the patient to obtain a prescription or device settings. They have been emailing the patient with no response and the phone number that was provided in the registration and in the BBB complaint does not seem to work.

      *************** sent an email to the patient also to try to get a response.

      We will continue to try to connect with this patient and let you know when it has been completed.

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

      Business Response

      Date: 07/24/2024

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

      Hi *****,

      Unfortunately, this patient has still been non-responsive to our multiple phone and email messages from us as well as the replacement device processing department.

      We have declared this case as "all patient contact failed" - if the patient returns any of our messages, we will work with them to complete the remediation however we will not be able to continue trying to contact this patient any further.

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

       

    • Initial Complaint

      Date:05/02/2024

      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 Phillips Dream Station Cpap device, serial number ************* that was recalled. I am requesting Respironics to send me a replacement.

      Business Response

      Date: 05/14/2024

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

      As an interim follow-up, we wanted to let you know that we are still attempting to process this case however the patient has not registered his device. Without registering for the recall, we are unable to process a replacement.

      We have contacted the patient twice so far with instructions to register and have not received a response yet.

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

      Customer Answer

      Date: 05/15/2024

      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 had previously registered my device but I registered it again this morning, May 15th 2024. 

      Regards,




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

      Business Response

      Date: 05/24/2024

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

      Dear *****,

      We wanted to let you know that this case has been completed. The order has been created and it in the process of shipping. We have alerted the patient too.

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

    • Initial Complaint

      Date:05/01/2024

      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.
      Purchased a CPAP machine that was recalled approximately 2 years ago. We are asking for a replacement machine ASAP. The Philips Rsepirotronic machine was returned under the class action lawsuit.

      Business Response

      Date: 05/15/2024


      Philips has received the above referenced complaint.   

       

      This case has been completed, an order was created, and a replacement device has been shipped via FedEx and is scheduled to be delivered Thursday May 16th.

       

      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: 05/17/2024





      Better Business Bureau:

      UPDATE:  I did receive the replacement equipment and wish to note this was a “re-certified unit rather than a new one. I reserve the right to follow up after I have time to purchase the head gear to put the unit in use. 



      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:04/15/2024

      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.
      As of today it has been 908 days since I registered my recalled Philips Respironics CPAP device and have been waiting for a replacement medical device. I have contacted the company several times during this 908 day period to check status and verify information to ensure they can provide a replacement device. At this time I can no longer continue to blindly wait and have no confidence in their ability to provide a replacement device. After multiple conversations with representatives, including today (4/11/24) I have no expectations they will fulfill my order for a replacement device in the foreseeable future. Because I am unable to use the medical device that is prescribed to me under the direction of Philips and I have waited more than ******************************************************************************************************* any timeline (as confirmed with the representative again today) I am requesting a full refund.

      Business Response

      Date: 05/15/2024


      Philips has received the above referenced complaint.   

       

      This case is in process, we have been in back and forth contact with the patient and currently waiting for information from the patient. He has a DreamStationGo which is on a shipping hold due to an unexpected delay. The patient is in the process of changing to receive compensation in lieu of a device which can be processed as soon as we receive his recalled device. We are waiting for the tracking number and receipt of the device to proceed.

       

      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

      Business Response

      Date: 05/15/2024


      This patient decided to change his election from "device" to "payment" for his DreamStationGo device. To make the change, a number of steps are involved including shipping back the recalled DreamStationGo device. 

      The recalled device has now been received and the case has been sent to the check processing department. The next check run will be in 3-4 weeks. As soon as his check has been issued, I will update the BBB and the patient.

      We have continued communication with the patient too.

      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

      Customer Answer

      Date: 05/15/2024

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



      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:04/02/2024

      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.
      Need replacement for Philips dream station cpap machine recall.

      Business Response

      Date: 04/24/2024



      We want to confirm with you that yes, we have been in contact with Ms. ****** case #******** and she has responded. Her case has been submitted to process her replacement.

      We needed to hear back from her because there were two registrations with all of the same contact/patient information except the first names were ****/****** so we were not sure if it was a misspelling or if it was two different names because there were two different devices involved too.

      Regardless, we wanted to let you know that we are actively working on Ms. ******'s case and have been in back/forth communication with her. As soon as the case is complete, I will send you a completion email, as usual.


      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

      Business Response

      Date: 04/29/2024

      BBB complaint # ******** * ** *********


      Philips has received the above referenced complaint.   

       
      This case has been completed, an order was created, and a replacement device is shipping today 4/29/24 via FedEx. The delivery date will be available on the FEDEX website later today. The patient has been updated with this information along with the tracking number. 

       

      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

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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