Complaints

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

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  Philips RS North America LLC

  1010 Murry Ridge Ln Murrysville, PA 15668-8517

• 

  Respironics Colorado, Inc

  12301 Grant St Unit 190 Thornton, CO 80241

• 

  Philips RS North America LLC

  312 Alvin Dr New Kensington, PA 15068

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2022

  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.

  My cpap machine was part of the recall last year. I moved at the end of July and updated Philips with my new address by calling and speaking to a woman named Danielle because when I checked the status it was estimated to ship on 9/30/22. She confirmed my address and all was well or so I thought. I got an email on 9/30/22 saying the device was delayed and would be shipped on 10/30/22. I had already been waiting a year at this point so what’s another few months of me using a defective product and possibly causing more harm to myself than before right? Well today Oct 6, I got an email saying the device was shipped through FedEx. When I tracked the package which in the email said had shipped today (10/06/22) it showed it had already been delivered on 10/5/22 and it was delivered to my old address. I called in around 422pm and spoke with someone who tried to argue with me that it had not been shipped. She put me on hold for 10 minutes, came back and confirmed they had my right address and that nothing was shipped. I again gave her the tracking info as I was looking at the picture taken by the fedex driver of a package in front my old house . She put me on hold for another 10 min and came back saying she would transfer me to a department that could help and before I could ask anything I was back in the queue. This time, the message said press 1 if you need help with your newly acquired replacement device. There were no other options but I didn’t press 1 because I have no newly acquired device as it was not delivered to me. It repeated the message once more and immediately hung up. I tried to call back, the clock on my phone showed 4:58 pm, and it said they were closed. That normal business hours are until 5pm. Now I will have to call tomorrow but I had better not have to wait another year for a new MEDICAL DEVICE that literally stops me from dying in my sleep all because they shipped it to the wrong place. I refuse.

  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 a new order number to the patient.  Patient Support also advised the patient that their device will be re-shipped to their current address once inventory is available.
  
   
  
  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:10/04/2022

  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 registered for the CPAP recall Philips respironics issued for my cpap device last year.
  
  I checked to see the status on it a few weeks ago, philips said i need to fax my prescription. Going back and forth between Philips and the place that my device was from the clinic I got it from said they should be able to see my prescription through Care Orchestrator. Philips insisted I have them fax it. I had them fax it.
  
  They are telling me that I can choose to be paid $50 or continue remediation pathway to recieve a replacement device and to log in online to choose one of the options. when i log in online, it does not give me a choice and says that I still need to have the dr fax in a prescription
  
  They also say i need a current prescription. The only prescription i got was when i got the device back in 2015, which i had the clinic fax (they said they recieved). if my settings have changed, they should be able to see that as my clinic says my downloads with the settings are transmitting from the modem.
  
  it is ridiculous that i still am trying to get this exchanged a year later. If they put out a device that is recalled, I don't know why it is so hard to get a replacement device. I am attaching a screen grab of the message i get when i log into the portal as well as the email i just received
  
  I am exhausted with the extensive calling back and forth, the hold times and such for a corporation to remedy a safety/health issue that they created a recall for on a device they manufactured.

  Business Response

  Date: 10/24/2022

  BBB Complaint #******** / RA *********
  
  Philips has received the above referenced complaint.   
  
  Please note, the Philips Field Action Support Team emailed and spoke to the patient.  The Philips Settings & Prescription Team had contacted the patient to confirm the settings and prescription.  The replacement device was shipped on Friday, October 21st via FedEx.   
  
  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:10/04/2022

  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 was diagnosed with sleep apnea 10 years ago and started using a Phillips Respironics Inc. REMstar Auto A-Flex System One Cpap machine. I had eight and a half hours of cardic surgery one month after receiving my Cpap machine. It worked in aiding my recovery and allowed me to sleep until the recall. This machine model was recalled by the company and a stop use order was issued by the company and my Pulmonologist/Sleep Specialist. I registered my machine for the recall on 08/13/2021. My confirmation number is ***************. I have called their patient help line several times and have been told that they are working on the problem and I will be contacted by the company. I have been told that a replacement machine will be delivered soon. I have checked the patient portal and have been able to sign in with my confirmation number but not my Serial Number. The Portal says they will contact my Durable Medical Equipment Provider. The Doctor who issued me the machine is no longer in private practice. No one will take my information, email me or call me back. I am having heart issues again, I am exhausted, and having memory issues. I have underlying medical conditions that are being exasperated by the loss of my Cpap machine. I would like to be informed by the company what information that they need from me to expedite resolution to this issue and have them ship the replacement machine I have been promised so many times.

  Business Response

  Date: 10/23/2022

  Philips has received the above referenced complaint.   
  
  Please note, the Philips Field Action Support Team emailed and spoke to the patient.  The Philips Settings & Prescription Team had contacted the patient to obtain physician information.  The physician’s office was contacted and asked to send a prescription.  Once the prescription is received, next steps on the order will be taken. 
  
  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:10/02/2022

  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.

  When I am getting my new machine. It's been almost a year. You keep saying stuff is going to happen and you have not kept your word. the meantime, as a reminder, your device registration confirmation number is ****************.

  Business Response

  Date: 10/25/2022

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

  Philips has received the above referenced complaint.   
  

  Please note, the patient received their replacement device on Friday, October 14th. 
  
  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:09/29/2022

  Type:Customer Service 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.

  We purchased a optichamber large diamond mask for our child. The face mask material has become too pliable and is not making a proper seal. I have contacted Philips Respironics multiple times and no one will answer the phone.

  Customer Answer

  Date: 09/30/2022

  If you would be kind of enough to post the following, I would appreciate it:
  
  *********************************************************
  
  I received a follow up from Philips Respironics 9/30/22. They acknowledge my device stemming from the complaint, and acknowledge it is a pediatric device. My device is not a CPAP device and is not under recall, as far as I'm aware. It is a chamber and face mask for a child to facilitate respiratory medication, such as albuterol.
  
  The phone number provided by Philips Respironics is for their CPAP recall team. This team has nothing to do with my device.
  
  Begin email from Philips:
  
  "We recently received the complaint you submitted via the Better Business Bureau regarding the Optichamber Large Diamond Mask that you purchased for your child.
   
  We are sorry to hear that you are having trouble fitting the mask, and have documented your inquiry on ticket number *********.
  
  For further assistance, please contact our clinical team to speak with a Representative at 833-262-1871."

   

  Customer Answer

  Date: 10/07/2022

  
  This case has been resolved.
  
  Thank you so much,
  
  ***

  Business Response

  Date: 10/20/2022

  Philips has received the above referenced complaint.   
  
   
  
  Please note, the Philips Patient Support Team has contacted the patient and a new optichamber and mask have been shipped to the patient to satisfy the issue.
  
   
  
  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: 10/20/2022

  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, because I received a replacement after compelling Phillips Respironics to communicate with me by bringing this complaing publicly on the BBB website.  The phone number for support, however, directs customers to an endless hold for a customer service agent. Consequently, the agents do not take incoming calls.
  
  
  
  Regards,
  
  
  
  *** *****

• Initial Complaint

  Date:09/27/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My CPAP machine was part of the recall. I submitted my claim for a replacement over a year ago. I moved in May and promptly updated my new address with Philips. I got notification that my new device was shipped last week and was supposed to arrive Monday, 26 Sep 2022. When I tracked the shipment on Tuesday it said it was delivered, however, it was to the old address. I called Tuesday morning and a new device was put on order to replace my replacement. The Philips representative could not give me an updated timeframe on when the replacement would arrive and when asked to speak with a supervisor or someone else she refused and hung up on me. I do not want to wait another year for a replacement because of Philips cannot get there act together. I did what I needed to do to ensure my address was updated, they need to provide me with a replacement and not put me on the list again.
  
  Original confirmation number: **************** Shipping tracking number: FedEx ************ New confirmation number: *********

  Business Response

  Date: 09/29/2022

  Philips has received the above referenced complaint.   
  
  Please note, the Philips Patient Support Team contacted the patient and the patient indicated they were able to retrieve the replacement device from his old apartment complex.
  
  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: 09/29/2022

  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:09/27/2022

  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 Philips CPAP masks that have been recalled. I have tried calling the company to see what needs to be done to rectify this issue and get replacement mask if necessary and I can not get anyone to assist me.

  Business Response

  Date: 10/24/2022

  Philips has received the above referenced complaint.   
  
  Please note, the Philips Patient Support Team has reached out to the patient providing them with the Medical Device Correction Notice for their reference, the applicable support team phone number, and directed the patient to contact their DME provider which supplied the mask/s affected by this notice.  Philips is working with the DME providers to provide a replacement mask without magnetic clips from within its mask portfolio for those patients who are currently affected by the added contraindication.    
  
  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

  Business Response

  Date: 10/24/2022

  Hello and thank you for your inquiry.  We will reply to your inquiry as soon as possible.
  
  If you are contacting us about the Medical Device recall notification (U.S. only) / field safety notice (International Markets) on certain sleep and ventilation products, Philips has established a registration process that allows Patients, Users, or Caregivers to look up their device serial number and begin a claim if their unit is affected.
  
  Please visit our website for up-to-date information: 
  
                  www.philips.com/src-update
  
  Device Lookup and Registration:     www.philipssrcupdate.expertinquiry.com 
  
                  For assistance, please call: ###-###-####
  
  Thank you.
  
  Philips
  
  Patient Support Team 

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service 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.

  After a heart attack and stroke, since June, 2010, I have had to use a CPAP every night because of my breathing and other medical issues. In October, 2021, Phillips emailed me to immediately stop using my machine, in this, the beginning of very condescending emails from them. This resulted in my having to immediately contact my Pulmonary Doctor, ***** *****, from ******** ***** ********. He prescribed another CPAP machine, ResMed AirSense 11 AutoSet. I have been in contact with Phillips MANY times since that time. All emails have the same - we are working on it and will get back to you theme. I could have died and I do not believe they are taking this seriously. They assigned me a confirmation code of: ****************. In all my ** years, I have never been "strung along" for so long. All responses are condescending and not on point and just go on and on and on without some sort of fair, reasonable and honest resolution. Please help.

  Business Response

  Date: 10/17/2022

  Philips has received the above referenced complaint.   
  
  Please note, the Philips Patient Support Team has confirmed that the patient’s replacement order has been delivered with the patient confirming receipt. 
  
  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: 10/17/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you so much. Without you, I am not confident this would have happened. All the best.

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

• Initial Complaint

  Date:09/25/2022

  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 am another victim of Philips botched recall campaign on CPAP machines. Shortly after I purchased the dreamstation from CPAP.com in 2021, I was informed of the recall. I immediately filed the requested information via the website set up by Philips (and confirmed by phone). It has now been well over a year and the only information I have is my patient number which when entered on the website tells me that my DME will be in contact when they receive my new machine. CPAP.com the company who sold me the dreamstation (who, unlike Philips, accepts calls and gives information) has told me SEVERAL times that they do NOT receive replacement machines - according to them, they have NOT received or re-distributed *any* CPAPs from Philips to their customers.
  Calling Philips is less than useless (as the company has hired a 3rd party to service the claims, but doesn't empower them with any useful information) -- all they can tell me is that "my DME will send me the new machine" and "your call is important to Philips". Garbage. I expect Philips to send a machine to ME, as I have been living without this essential medically necessary device for more than a year. I'd like it if they were held criminally responsible as well, but that isn't how this works, alas.

  Business Response

  Date: 10/24/2022

  Philips has received the above referenced complaint.   
  
  Please note, the Philips Settings and Prescription Team worked with the patient and successfully received the necessary information to set up the order.  The device is shipping today and is scheduled to be delivered tomorrow, 10/22.  
  
  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: 10/24/2022

  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.
  
  
  
  I have not yet received my machine and tested it - when I do and it is found acceptable, I will update this message. 
  
  
  
  Regards,
  
  
  
  ***** *********

• Initial Complaint

  Date:09/22/2022

  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.

  Philips recalled my device in 2021. I initially was NEVER informed of this recall in any manner. I saw an ad on Facebook and realized. I have since registered my device and received ZERO updates in over a year. I have severe sleep apnea and need the new machine. I placed my prioritization and received ZERO updates on this as well. I have contacted my DME to which has not heard from Philips. We have attempted contact with Philips in various forms... email, Twitter, Facebook, calls and etc with no responses. I want my new machine!!

  Business Response

  Date: 10/24/2022

  Philips has received the above referenced complaint.   
  
  Please note, the Philips Field Action Support Team worked with the patient.  The device shipped via FedEx on 09/28 and was delivered to the patient on 09/29. 
  
  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