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:09/21/2022

  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.

  There is a recall for CPAP machines from this company. Trying to get info on my machines status I have given them all my personal info, my prescription, my DME provider, CPAP serial number and I get no info back from them. This recall has been going on over a year and I cannot get and update from Philips Respironics in any way. They say that they need settings for pressure on device, but device is auto titrating, it sets pressure as required by itself. I have the emails constantly asking for different info and giving no update.

  Business Response

  Date: 10/20/2022

  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.   
  
   
  
  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.  The company responded quickly after I posted this complaint and everything is satisfactory.  Thank you all.

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

• Initial Complaint

  Date:09/08/2022

  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.

  CPAP machine recalled by FDA. Filed with Respironics for repair/replacement last October, 2021. Was supposed to be on priority replacement list due to multiple health problems. Registration number for replacement is 2021102201140102. Multiple calls to Resp[ironics results in nothing but statements that you are on the list and when we verify the unit information with your dme will send the unit after the dme and settings are verified. They do NOT KNOW who the dme or my current physician are, and will not provide any assistance at providing a SAFE AND FUNCTIONAL cpap machine.
  
  Please have this company fulfill their legal and ethical responsibility and meet the requirements for the FDA Recall, sending my replacement unit asap.

  Customer Answer

  Date: 09/15/2022

  The business contacted me on 9/9/22 and provided a ticket number *********.  During that conversation Brett said he could not state when or if a replacement cpap machine would be sent.  Basically, the business responded without “really” responding so they could say they in fact did respond.  A nonresponsive response should be considered a NO response.

  This business is under an FDA monitored medical device recall and they are failing to live up to the terms of their agreement.  The recalled unit was registered as soon as the recall was communicated and the additional step of submitting detailed health information to be identified as a prioritized replacement was submitted.
  

  As a stage 4 copd patient on 24x7 oxygen that is connected nightly to the cpap machine one would think a priority replacement might have been in order.  Where is the replacement unit and when can it be expected?

  Business Response

  Date: 09/21/2022

  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 device will ship 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

  Customer Answer

  Date: 09/21/2022

  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.
  
  
  Regards,
  
  
  
  ***** *******

  Customer Answer

  Date: 09/22/2022

  The business sent the email pasted below to me yesterday.  IN CONTRAST to
  the response they sent to your office in which they said "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
  device will ship once inventory is available."  their message indicated my
  issue was still in process and being worked on.  When they responded to your
  office saying the device would be sent they responded to me saying< "they
  are working on it."  There are only 2 possible explanations here, they are
  willfully being deceptive in responding to your office or they are confused.
  In either event they are TELLING EACH OF US DIFFERENT STORIES.
  
  Dear Mr. *******,
  
  We received your recent message via the Better Business Bureau regarding
  your replacement device. Your case has been submitted for processing and
  will be expedited - as soon as we have an update we will let you know. Your
  replacement device will be processed as quickly as possible.   
  
  If we need any further information from you, such as device settings and/or
  prescription, we will let you know.
  
  In the meantime, if you have any questions, please feel free to respond to
  this email.   
  
  Sincerely,
  
  Clinical Marketing
  Sleep & Respiratory Care
  
  Philips
  6400 Penn Avenue
  Pittsburgh, PA 15206

  Customer Answer

  Date: 09/22/2022

  RE: ID ********
  
  Today I received your BBB email with the response from Philips regarding the replacement device.  Within that email they said a replacement device would be sent as soon as one became available.  A note was sent not accepting their response because yesterday they sent me an email saying they were basically processing my request and more information might be required.  A copy of the text from their email was attached to the response sent to your office.
  
  I just visited the Philips web site and tracked my replacement request status.  Their web site now states that I need to send my prescription and that AFTER they get that my order will be processed.  Glad I checked because NO ONE HAS TOLD ME THEY NEED THIS INFORMATION.
  
  They told you they were going to send the device.  They told me they were processing the request and might need additional information.  NOW, they say they need my physician to fax my prescription.
  
  It should be apparent by now they are doing everything in their power to mislead you and me while they continue to delay and stall fulfilling this required replacement. Any additional help you can provide would be appreciated.
  
  FYI- Text of the web page just mentioned is pasted below.

  Customer Answer

  Date: 10/19/2022

  Phillips finally replaced the recalled cpap device, thanks to your help.  The final response has been a success. 
  
  Thank You for your help!!

• Initial Complaint

  Date:09/05/2022

  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 have sleep apnea. I was subject to the Philips recall of their CPAP machines. I received a replacement machine which stop operating normally about 7 months later, which is still under their warranty time frame. I contacted Philips via email to see how to get a replacement machine. They told me that I had to bring it to my *** or another to get it serviced. The problem is that no *** provider will service or repair a CPAP machine. I went to Adept Health and all they did was attempt to set the machine up based off my prescription and later said "This machine isn't working properly." My first issue is that Philips gives me minimal support on this issue and said they just can't take my word for it that it doesn't work. The second issue is that the DMEs are all saying the replacement machines are failing. The 3rd issues is that there are a shortage of machines and I ended up buying on from 1800CPAP just because they had one available (another Philips machine but it works properly so far. This costed me 1200 bucks. I chose to buy this machine instead of waiting months to get one from a DME. All I want now is to get my CPAP that I received from the recall repaired, replaced or a partial refund.

  Customer Answer

  Date: 09/08/2022

       I received a call from Philips Respironics today about my CPAP machine. The first guy wanted to handle the situation but said he needed more information and forwarded me to their recall specialist who was supposed to be a respiratory therapist. The conversation started with them wanting to verify what mask I was using and size of hose. They then wanted to verify the setting on my machine to make sure it was set up properly for my hose and mask. I told them I already did this 3 weeks ago with my *** office, AA medical (an *********** company) in Las Vegas. They then told me to put my mask on and they wanted to listen to my machine over the phone.  I complied until I got overwhelmed with pressure and had to take the mask off, which is the main problem with my machine.  They then questioned me on what the pressure was set at. At that point  it was on the ramp setting starting a 4 cmH20, which the ramp setting slowly will build up pressure till it hits my prescription setting. They told me to lower the quantity coming out until they realized 4 was the lowest it could go. They then asked for another setting that wasn't on the patient's display. They asked for something like mask resistance. I told them I knew how to get into the provider mode and read off every setting that was set during my recent trip to the *** office.
      At this point in the conversation, they then started saying since it's a pressure problem that my *** office needs to do a manometer test on the machine. I told them I brought the machine in 3 weeks ago and my *** said it wasn't working properly. They then started to lecture me on *** providers' responsibilities. They said I need to bring it in for a manometer check and they need to send it into Philips if it fails. They then started preaching to me not to "YouTube" CPAPs and get into the provider setting. They pretty much passed the buck onto my *** office. After this we had some choice words and I hung up.
      After this conversation I called ** medical and asked if they do manometer checks. They said "no" and I tried to explain the story to them again. One person there said they had notes that my machine worked fine. I rebutted and said the tech told me verbally there were issues with my machine. I then talked to the head therapist and told her my dilemma. She summed it up as we don't do manometer checks and if we did we don't know how to document them for Philips. I asked, "does anyone at *********** perform them?'' and she said "no." She then informed me that they had this conversation with Philips many times and constantly tell them that they do not service or repair their machines and all they do is set the setting based off the prescription they have. They said that if they issue a Philips machine they would send it back if it is not operating like it is supposed to but the recall replacement machine were NOT issued by them. They said *********** had this conversation with them many times and it's a Philips problem. 
      I also contacted a Barber D** on ****** *** and they said they don't do manometer checks either. 
       So to some this up, my operational Philips CPAP machine got recalled. Philips replaced it with a Dreamstation 2, which was sent straight to me and not a ***. I'm wondering why I can't send this broken machine to them and get it replaced. Or why can't they set me up with a warranty repair place for troubleshooting purposes. 
  
  
  V/R
  ***** ******

  Business Response

  Date: 09/21/2022

  Philips has received the above referenced complaint. 
  
  Please note, the Philips Patient Support Team has created a warranty replacement order to ship the patient a new device.  Patient Support has contacted the patient and has informed them of the order placement and that it will ship 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:08/31/2022

  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.

  My cpap machine is on recall and my machine has no ozone cleaner and is very old. My machine is causing me problems and if i keep using it much longer i might not be able to breath at night and I might DIE. I contact the customer service number and i just get nothing but i have to wait but no guarantee answers.

  Business Response

  Date: 09/19/2022

  Philips has received the above referenced complaint.  
  
   
  
  Please note, the Philips Patient Support Team confirmed the patient’s device is being remediated by their DME.  Patient Support has contacted the patient and directed them to their DME since they will be responsible for the distribution on their 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

• Initial Complaint

  Date:08/30/2022

  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 have been using Philips Respironics cpap system one machine for about 6 years and i was notified about a recall on this cpcp machine back at the first of the year. When i contacted Philips to rectify the situation to get a replacement machine the representative took my information and said I would get a new machine before the end of the year. About three weeks ago first of August 2022. I was using the machine and i noticed a burnt taste and smell and when i checked the machine it had black particles residue in the humidifier reservoir and when I contacted philips about to expedite the replacement equipment, I was told I would just have to wait. I am concern about the faulty equipment causing cancer! I would like Philips to send a replacement as soon as possible.

  Business Response

  Date: 10/14/2022

  Philips has received the above referenced complaint.   
  
   
  
  Please note, the Philips Patient Support Team was in contact with the patient.  The device was shipped on October 3 and delivered on October 5. 
  
   
  
  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:08/26/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around June of 2021, I received a notification to stop using my Philips Respironics CPAP machine, which I was using to treat sleep apnea. I cannot find the original communication but I'm almost certain cancer and death were listed as the effects causing the recall. My confirmation number is: ****************
  
  I received a few emails from them, since then, the most recent being in January 2022. A few months ago, a team member of mine in a similar situation received his replacement CPAP from Philips. In August of 2022, having heard nothing since January, I called Philips to inquire as to the status of my replacement. Their response is that they were trying to find a durable medical goods supplier in my area to work with. There is no ETA when this will be replaced. I have went over a year without this piece of medical equipment, and it continues to negatively affect my health.
  
  If I search for "durable medical goods supplier fairmont wv" it appears there are at least 20 of these businesses reasonably close to me. They can also just send me the device directly with instructions how to program it.

  Customer Answer

  Date: 09/27/2022

  Complaint ID ******** has been resolved.  This case can be closed.  Thanks for the help.

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Phillips resperonics CPAP recall. I was one of the very first people to register my CPAP machine when I was Notified of the Recall. My claim number ******************. I was promissed a replacement by June 2022. Received nothing. Called and Complained. I was GARUNTEED a replacement by July. NOTHING WAS SENT. Called again and complained. They told me that EVERYONE would have them by August 2022. STILL NOTHING. Called again and was told that they had no idea of when I would get my replacement. I am tired of their lies, excusses and getting the run around. I want my money back so I can go buy a new machine. This is a medical necessity for me and my Dr. deemed it a life saving device. Researched the replacement cost of similar machines and they run around $1,500.00 .

  Business Response

  Date: 09/19/2022

  Philips has received the above referenced complaint.  Philips is in the process of replacing recalled devices, however, is not issuing refunds.
  
   
  
  Please note, the Philips Patient Support Team confirmed the patient’s device is being remediated by their DME.  Patient Support has contacted the patient and directed them to their DME regarding their replacement device.  Philips has a dedicated team working with DMEs to complete this process. 
  
   
  
  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: 09/27/2022

  
  
  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. 
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As part of the Philips Respironics CPAP recall my husband received a new DreamStation II complete. I received a "Recertified" DreamStation (I ?) device only without the "accessories", e.g. power supply, power cord, humidifier, modem and tubing. My husband was advised by multiple law firms that the entire original devices and accessories should be retained until there is full and complete recognition of the precise issues involved and possible legal action has been undertaken.
  
  He recently contacted Philips and due to some language barrier (Filipino) issues requested that a Supervisor contact him. He was assured that would occur. In the absence of a response, he again made contact on 8/22/22 (ticket #*********) and was advised that he should contact the DME provider. He contacted Summit Respiratory (Rotech) and was told that Philips owns the entire recall process and that they could do nothing.
  
  At the moment we have done as-advised legally by retaining all of the original equipment and "accessories". Although my husband's case has been fully satisfied, I have a "device" that I can not use without power, humidification, etc., e.g the "accessories". I continue to wear out my ResMed AirMini which is intended to be used only for travel.

  Customer Answer

  Date: 09/07/2022

  
  
  To Whom it may Concern:
  
  I would like to add information to the subject complaint, but I am unable to login as I did not create a password when I entered the complaint and the system is not responding with login help.  In any case, Philips PCMS Patient Support Team emailed me today asking what "accessories" I need and promising to ship those items per my response.  This would fully resolve any issues in my complaint and the complaint should be updated accordingly.  Please do so and/or advise how I may login to do so myself.
  
  Thank You,
  
  

• Initial Complaint

  Date:08/18/2022

  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.

  Philips recalled my machine over a year ago. Still waiting for my replacement machine. They have every excuse you can imagine. They tell me they are waiting to hear from my DME but they admit they don't know who my DME is!!! I need my machine now. Barely go to use the defective machine before the recall. Philips belongs in jail.

  Business Response

  Date: 08/26/2022

  Philips has received the above referenced complaint.  
  
   
  
  Please note, the Philips Patient Support Team confirmed the patient’s device serial number was missing a matched DME registration.  Patient Support contacted the patient via phone and directed them to their DME to complete the registration process and advised that Philips has a dedicated team working with DMEs to complete this process.
  
   
  
  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: 08/27/2022

  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.
   
  
  Regards,
  
  
  
  ***** *******

  The reponse from Philips is a lie.  I have written proof.
  

  My DME has contacted Philips numerous times, all verified with copies in my possession, providing Philips with the same information I already provided. Philips refused to accept my DME information from me.  Philips admits to purposely making it impossible to get a replacement machine.  They are lying to me, my DME, and the BBB.

  They belong in jail.

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

  Customer Answer

  Date: 09/02/2022

  I don't have written documentation because Philips won't provide any written evidence.  When I can reach someone by phone, and that is very rare, they tell me my DME needs to send documentation.  My DME has repeatedly emailed Philips documentation

  Two years and I still do not have a replacement for my needed medical device.
  

• Initial Complaint

  Date:08/09/2022

  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 Respironics announced over a year ago that they discovered a potentially harmful issue on the CPAP devices they manufacture. I rely on this device as I suffer from sleep apnia. I registered my device to be replaced over a year ago - i have received no updates from Philips Respironics. I've reached out twice and receive what is clearly a boilerplate auto response that offers an apology for the delays and that they'll get to mine soon. I need this device and i am currently using at risk to my health because i have to use it. PLEASE HELP ME expedite the replacement of this unit - which is what they indicated they plan to do. I need this device.

  Business Response

  Date: 08/19/2022

  Philips has received the above referenced complaint and has confirmed this patient has a valid registration on file.  Philips is in the process of replacing recalled devices.   All other information responsive to the complaint can be found at:
  
  ************************************************************************     
  
  and
  
  *****************************************************************************************************************
  
   
  
  This patient has received a confirmation number upon registering their device for remediation, and we can assure the patient that they will receive a replacement device as soon as possible.  Devices are generally remediated in the order the registrations are received.  We cannot give an exact date or timeline as to when a particular customer will receive a replacement device, however, all replacement devices will be shipped in the timeframe given at the above website.  Philips will communicate with the patient directly using the registration information provided in the registration portal when there are updates to give and through updates on the above website.  Additionally, patients can check the remediation status regularly for the most current and accurate information at the U.S. Philips patient portal available at https://****************************************************
  
   
  
  Please note, our Patient Support Team has contacted the patient and advised their replacement order will ship as soon as 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