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:10/22/2022

  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 have a Respironics Simply Go Oxygen Concentrator that requires a new compressor and sieve replacement as well as other smaller parts The certified repair facility here in Ocala FL, (ALTRA SERVICE PROFESSIONALS has had our unit for 12 weeks and claims that Respironics is not shipping parts for repair of this model unit. I use this devise for sleeping at night at hotels, and when I travel via aircraft. This repair facility claims that Respironics will not commit to an availability date for the parts on order. I have tried to speak to Respironics customer service several times and have been told they do not speak to patients, only repair centers and medical equipment providers. Repair of our unit has been done at least 3 times in the past 4 years, so reliability is not their strong point for this model that I originally paid $2900.00. I can't afford to purchase another unit at that price. we need the repaired unit in order to travel.
  
  Thank You for your assistance, ***** ** *******

  Business Response

  Date: 11/29/2022

  Philips has received the above referenced complaint.   
  
  Please note, the Philips Patient Support Team has looked into the attached complaint and has contacted the patient directly.  They advised the patient that the part needed to repair their unit is on backorder due to supply chain issues until December 31, 2022, and that once parts are available the device will be repaired by the FASC.   
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.  
  
  
  Regards,
  
  Philips Legal, Sleep and Respiratory Care

• Initial Complaint

  Date:10/19/2022

  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 have a Phillips CPAP machine that was recalled many years ago. Phillips have dragged their feet and not provided me a replacement although I've been waiting along with thousands of other customers.
  
  They recently sent me an email stating I could keep on waiting or take 50. dollars for the machine that costs thousands of dollars? What the hell is that?
  How do these companies get away with this treatment?
  
  I cant even use the portal to communicate with the company. It seems their site doesnt work very well
  
  ***** 

  Customer Answer

  Date: 10/15/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 11/03/2022

  Philips has received the above referenced complaint.   
  
  Please note, the Philips Settings & Prescription Team has been in contact with the patient to try to confirm the device setting and prescription.  The last communication with the patient was via email October 2nd. 
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.  
  
  Regards,
  
  Philips Legal, Sleep and Respiratory Care

  Customer Answer

  Date: 11/03/2022

  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 business wants me to create" an account which means give them info about me other then my address, frankly they can look at my old RX and settings, and use that nothings changed.

  I dont want to give Philips corp any more info on me i don't trust them with my info, they have proven to be non reliable in the past

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

• Initial Complaint

  Date:10/18/2022

  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 had an original Dreamstation 1 involved in the recall, I recieved my new device the Dreamstation 2, within 1 month the device has stopped operating properly, the digital display has stopped working so i can not change any of the settings, so the mask fills with water because i can not change an y settings. I have called numerous numbers ###-###-####, ###-###-####, ###-###-####, with these numbers you just get messages about being closed or just sit on hold for hrs getting no where. found ###-###-#### actually talked to person who gave me a reference number *********, and then he transfered me to some other number because he couldnt understand that the touch screen wasnt working so I could just change the settings, this company gives you n othing but the run around and different phone number to call so you can sit on hold longer. Sent an email to customer support and yet to recieve a response from them. 10-18-22 sat called at 3:11pm from 1 phone sat on hold for 47mins and 59sec and then was dissconnected without talking to anybody. while at the same time being on hold with another phone at 2:50 pm sat on hold for 1hr 10min and 32sec and got disconnected without talking to anybody. This is rediculious so either i drown with 1 machine or continue to get cancer with another.

  Business Response

  Date: 11/03/2022

  Philips has received the above referenced complaint.   
  
  Please note, the Philips Clinical Team has contacted the patient to troubleshoot the complaint to see if the device was malfunctioning or if there was any user error.  It was determined the screen was malfunctioning.  The patient was notified a new order was placed for a replacement device which will be shipped to the patient. 
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.  
  
   
  
  Regards,
  
  Philips Legal, Sleep and Respiratory Care

• Initial Complaint

  Date:10/18/2022

  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.

  This company promised to replace my CPAP Machine due to a recall. This promise was over a year ago, but they never sent a replacement. I have now received a letter from them stating that the machine I have is no longer being made and that they can not replace it. They want me to take several steps at returning the original machine to them and they will provide me with a $50.00 rebate toward purchasing a new one.

  Business Response

  Date: 10/28/2022

  BBB Complaint #******** / RA *********
  
  Philips has received the above referenced complaint.   
  
  The Philips Field Action Support Team has reviewed and confirmed that this case has been sent to the Philips Settings and Prescription Team who will be contacting the patient via phone to obtain the patient’s prescription or to acquire the doctor’s contact information. After the prescription and settings information is received, a replacement order will be processed.
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.  
  
  Regards,
  
  Philips Legal, Sleep and Respiratory Care
  

• Initial Complaint

  Date:10/18/2022

  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 has promised over a year ago to provide a replacement CPAP. I am having to use an old CPAP in the interim and it is now wearing out. Two weeks ago I called to see when my replacement would arrive and was told that it was in the process (same thing I was told 6 months ago) and I would receive it by the end of the year. Last week, I received an email that I assumed was SPAM because it was so obviously designed to cause a reaction to get people to call the number listed. However, today I received the same email. I called the number this time and to my utter shock and disgust, I discovered that the email was not a joke. Philips is trying to change the rules once again during their "voluntary recall." Clearly, Philips is trying to wait-out their "voluntary recall", which was done simply to get federal regulators off of its back. Philip is putting profit over patients. I do not know how the international corporation, which has an excellent civic record and is based in Eindhoven (a city that owes much to the US), can allow a subsidiary to behave in this way. To end its recent email with "Thank you for your continued patience and trust" is sickening. Philips needs to deliver on its promise of replacing its faulty CPAP without creating more hoops to jump through such as having to follow the letter of their made-up and constantly changing rules and without having to get a doctor's prescription (thereby costing its consumers more money) for a device that the client already had a prescription for. Someone somewhere should care about Americans suffering Philips as well as suffering sleep apnea.

  Business Response

  Date: 10/28/2022

  BBB Complaint #******** / RA *********
  
  Philips has received the above referenced complaint.   
  
  Please note, the Philips Settings and Prescription Team has attempted multiple times to reach the patient to obtain a copy of the patient’s prescription or to acquire the doctor's contact information. The patient has not responded to the Philips Settings and Prescription Team.  In the interim, the patient emailed the Philips Field Action Support Team.  The Philips Field Action Support Team replied to the patient requesting them to respond to the voicemail/emails so the replacement can be shipped.
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.  
  
   
  
  Regards,
  
  Philips Legal, Sleep and Respiratory Care

  Customer Answer

  Date: 10/28/2022

  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' latest claim is as false as all of its other assurances regarding the "voluntary" recall.  By trying to placate the BBB, Philips is adding another obstacle to fulfilling its promises to customers.  Indeed, Philips expedited my claim because BBB contacted it but when I contacted Philips on numerous occasions, the company representatives assured me that my machine had already been expedited and was on its way.  Then Philips changed the rules to its benefit: take a $50 payoff (insulting at best) or jump through more hoops.  I contacted Colorado as requested and more hoops: provide a physician's prescription.  This is a ridiculous requirement.  Then Philips proved it by stating there was another way: provide a SDI card.  Another ridiculous step since most computers no longer have SDI slots.  Why not just send Philips the SDI card?  Of course, to send this information you have to jump through more hoops, including agreeing to more ridiculous privacy statements.  Further proving Philips is creating unnecessary obstacles, the phone number that the company has to call for technical help takes you to a caterer in Wisconsin, who having no knowledge of the situation, could provide more help than Philips.
  
  Send me my machine, Philips, and stop making me run your artificial gauntlet.
  
  **** *******, Ph.D.
  
  
  

  Business Response

  Date: 11/09/2022

  BBB Complaint #******** / RA *********
  
  Philips has received the above referenced complaint.   
  
  Please note, the Philips Prescription and Settings Team worked with the DME who dispensed/sold the patient their device and reviewed/collected/verified the correct device settings.  Therefore, the patient’s replacement device was able to be shipped and was delivered to the patient via FedEx on November 7th.   
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.  
  
  
  
  Regards,
  
  Philips Legal, Sleep and Respiratory Care
  

• Initial Complaint

  Date:10/18/2022

  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.

  On June 9, 2022 we returned our Alice night one sleep machine to the company to have it looked at by the repair department because it stopped working. Our sleep machine is still under warranty until December 2022. We have made numerous phone calls trying to get the update of our repair and if someone has looked at our machine yet to find out what has been going on. Called 7/18, 7/19, 8/2, 8/10, 8/18, 8/26, 9/7, 9/15, 10/5/, 10/6 ,10/7, and 10/12- The last few calls have been with Laura the supervisor- I have been told multiple times that someone would call me back with a status of our product and let me know if it would be getting repaired or when it would be looked at again I have had unreturned phone calls and no answer to emails. We are very concerned since our product has been with them since June and no one has looked at the item and our warranty is up in June. We have asked for a replacement or our money refunded so we can go to another company and told they could not do that. We are looking for a refund of our product at this point so we can go to another company.

  Business Response

  Date: 11/08/2022

  BBB Complaint #******** / RA *********
  

  Philips has received the above referenced complaint.   
  
  Please note, the Philips Repair and Service team determined the unit in question was lost in transport from our service center to the Philips’ third- party repair facility.  Philips spoke with a representative of the Customer, and it was agreed that a credit for the Fair Market Value of the device would be issued by Philips to the Customer.
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.  
  
   
  
  Thank you,
  
  Philips Legal, Sleep and Respiratory Care

• Initial Complaint

  Date:10/17/2022

  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.

  I have a Respironics CPAP dream station that is on the recall list. I was already having problems with mine when the recall was announced. I filed my information last September. The website does not allow for updating information. It does not allow you to ask questions. I moved the end of March. The website said I would be contacted prior to shipment to verify delivery address. I have checked back periodically for status. They send generic emails once in a while. Finally I started checking further and found that a replacement was shipped on August 31. I found a tracking number on the patient page, however, it did not tell me how shipped or have a tracking button. They never contacted me about shipping information. I got no delivery information. After waiting and waiting on the phone (over half hour) I was told it was shipped to the sold address via FED EX. Fed Ex shows it was left at the door of my former residence on 9/3. Again, no notification to me. I have be on the phone an hour and half waiting for someone who is supposed to be able to help me. I find this ridiculous. Their handling of this process has been totally negligent and unfair to the customer. I want them to send another one to the correct address.

  Business Response

  Date: 10/28/2022

  BBB Complaint #******** / RA *********
  
  Philips has received the above referenced complaint.   
  
  Please note, the Philips Field Action Support Team has contacted the patient and has informed them of their new order number.  The replacement device was shipped on October 24th and is scheduled to be delivered, Friday, October 28th.       
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.  
  
   
  
  Regards,
  
  Philips Legal, Sleep and Respiratory Care

• Initial Complaint

  Date:10/14/2022

  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 have submitted for my cpap recall and has called multiple times to customer service and they have no idea what’s going on.
  It 1 year and 4 months since submitted for. My recalled device and has not yet received a replacement.

  Business Response

  Date: 10/28/2022

  BBB Complaint #******** / RA *********
  
  Philips has received the above referenced complaint.   
  
  Please note, the Philips Field Action Support Team has contacted the patient and has notified the patient of the new order number.  The Philips Field Action Support Team has put in a request for the replacement device to be shipped next week.    
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.  
  
  Regards,
  
  Philips Legal, Sleep and Respiratory Care

• Initial Complaint

  Date:10/12/2022

  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.

  Registered for CPAP recall on 10/4/21. Confirmation #****************
  Haven't received any communication since initial registration. I have made all contacts
  Have contacted the company on the following dates: 1/6/22, 3/15/22, 4/19/22, 10/11/22, 10/12/22
  Up until the most recent call I was informed they were working on my registration. Most recent information on my Portal on their website indicates "been matched to a dme". Same status since March 2022.
  Phone call on 10/12/22 technician said he could not find my name in the system, to expect a call in a week. He also said, don't worry. The number I called was ###-###-####, Philips Colorado. This was the number I was given after I placed a call to ###-###-####, the Recall Support Hotline.
  I have zero confidence anything is moving forward. This is incredibly frustrating and concerning since I am a 3 time cancer survivor. Philips needs to do better and provide me a CPAP replacement as they promised over a year ago

  Business Response

  Date: 10/26/2022

  BBB Complaint #******** / RA *********
  
  Philips has received the above referenced complaint.   
  
  Please note, the Philips Field Action Support Team has confirmed the patient’s replacement device was processed, shipped and delivered via FedEx on Monday, October 24h.     
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.  
  
   
  
  Regards,
  
  Philips Legal, Sleep and Respiratory Care

• Initial Complaint

  Date:10/07/2022

  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.

  My device was a part of the recall. I received my original device at the end of December of 2020. I started using my device January 2021. I returned the device to my DME company twice within the 7 months because it was omitting a horrendous odor. I was contacted regarding the recall in July 2021. I registered my device August 2021 (less than 7 months of use because I could not use it with the odor). My machine is practically new. I have been without my cpap for over a year. Today I received a replacement device with very obvious signs of use. Scratches on the screen of the device and worn areas around the button (which mine does not have). I was told when registering my device that I would receive a new device. This device should not have been shipped to anyone. Everyone does not take care of their devices (evident by the device received) but I definitely do. I would like a new device shipped for I will not be using this one. I will be shipping this device back to Phillip's. They are clearly cutting corners when it comes to replacement devices. My registration number is *** *** *** *** ****. This is unacceptable and I solicit your assistance with this matter.
  Respectfully,
  ***

  Business Response

  Date: 10/14/2022

  Philips has received the above referenced complaint.   
  
   
  
  Please note, the Philips Patient Support Team has contacted the patient and provided an order number to the patient.  Patient Support also advised the patient that their new device will ship once inventory is available. A return label will be included in the box so that the patient may return their original replacement device. 
  
   
  
  Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.  
  
   
  
  Regards,
  
  Philips Legal, Sleep and Respiratory Care