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Business Profile

Pharmaceutical Manufacturer

Philips RS North America LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pharmaceutical Manufacturer.

Complaints

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

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/05/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello , in 2017 i was diagnosed with SEVERE OBSTRUCTIVE SLEEP APNEA! and put on a cpap machine. Everything since has been good , no issues with sleep or day drowsiness, last year i noticed that PHILLIPS RESPERONICS had a massive recall on thousands of devices, something about the foam abatement deteriorating,( which claims its caused respitory problems and cancer) anyway i submitted my model number on my device ,and indeed was part of the recall, i was given a registration confirmation number , and was told to wait, finally after a year , i was contacted by PHILLIPS to get some information , my dr name ,address ,phone that had perscibed my machine! and they asked me to contact them to let them know they would be calling , i did that!! Then waited some more, i got a call a few weeks ago , and was told that the dr told PHILLIPS, that i havent been seen since 2017, and that i needed to make an appointment with them , so they can proceed with the replacement . problem is that dr is in Arizona , i now live in Michigan! And i am no longer on medicaid, so , finances would be an issue in trying to replace my machine on my own. PHILLIPS basically told me that they cant proceed with my claim unless i made a follow up appointment. I honostly dont see why i cant have my device replaced, especially since PHILLIPS themselves admitted its faulty, i understand they wanna set the machine to the correct setting , but i have all my paperwork from back then , with the test results and setting, besides , I KNOW what the setting is , and know how to set it myself!! I dont think i should be forced to keep using a faulty device, because that dr is missing out on an office premium!! Isnt it PHILLIPS responsibility to replace their machine whether i have dr or not ?? If i purchased my device without ever having a dr , should they the right to say " OH WELL", no dr , no replacement??? please let me know if you can help with this!
      thank you

      Customer Answer

      Date: 08/16/2022

      Can i add , that i was looking at my paperwork( submitted) and noticed on the prescription page : 
      refills: 99 months !! So doesnt that mean its still an active prescription if it was dated oct. 2017???

      Customer Answer

      Date: 09/08/2022

      Hello again , Norelle called again today , and said my data came through , and that they are OKAYing my replacement device , fingers are cross it actually comes!!!

      Customer Answer

      Date: 09/09/2022

      Got this today!! Gonna take to the end of November???

      Customer Answer

      Date: 09/16/2022

      Good afternoon , ive been in correspondance with **** about my case . VERY GLAD  to report that i received my replacement device today,
         Thank you  all at BBB for all ur assistance!! 
                                 ******

    • Initial Complaint

      Date:08/01/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Phillips Respironics has handled their recall of CPAP/BIPAP machines so poorly that they need to be held accountable. I have called for over 1.5 years to find out the status of my replacement and I get the run around and transfer to so many people. Their hotline they provide is worthless-they can only help you get registered and read their public statements I can read myself online. Please help us resolve and replace our machine that we have been waiting for 1.5 years for. I don't want to be sent to my DME and then sent back to phillips from them, someone needs to answer consumers.

      Business Response

      Date: 08/19/2022

      Philips has received the above referenced complaint.   

      Please note, the Philips Patient Support Team has contacted the patient and the patient has been informed of their replacement order and advised that the device will ship directly to their DME 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:07/26/2022

      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.
      My Dream Machine was recalled last year. I have called them several times, and every time I get a different answer. Last time the said it was in a warehouse and they would ship it to me Fed-Ex within 2 weeks. It's been well over 2 weeks and I have received nothing. There is a number for Phillips and that says that the phone number is not in services.
      If they are not going to send the replacement, then they need to refund my $750.

      Business Response

      Date: 08/19/2022

      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

    • Initial Complaint

      Date:07/22/2022

      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 purchased CPAP machine in 2021! It has been recalled! I would like a refund on jt

      Business Response

      Date: 08/19/2022

      Philips has received the above referenced complaint.   

       

      Please note, the Philips Patient Support Team has advised the patient that the Philips remediation process includes replacement/repair of affected devices only, and we are unable to provide refund/reimbursement.  We have matched their registration with the DME and the patient has been informed of their replacement order number.   

       

      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: 08/24/2022

      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.



      Their response is not acceptable! What next?

      Cpap machine is still under warranty! I have been without it for 6 months so since no other machines on the market I went to an oral device which is working better than the CPAP machine ever did! Will return the CPAP machine at my cost!




      Regards,



      ***** *****

    • Initial Complaint

      Date:07/22/2022

      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 have severe sleep apnea, to the point where it would be a risk to my life to not use my CPAP device. In June 2021, Philips issued a recall of all of their CPAP devices due to a health risk that they are causing. On April 1st, 2022, 10 months after the recall was announce, I was told that my replacement device was shipped (Confirmation code was ****************). On April 12th, 2022 I realized I had not received the device yet so I called Philips and Fedex and learned that they accidentally shipped my device to the wrong address and that they will be shipping me a device as soon as possible. For reference, I called Philips at 833-262-1871 and got a reference number of *********. I have called Philips every month since then, most recently on June 16th 2022 and July 22nd 2022, and every single time I get the response that "The order has been processed and is awaiting shipping". I need your help to get them to ship me my device. Using the old device is a serious health risk based on the recall information, but if I don't use the old CPAP it will legitimately kill me.

      Business Response

      Date: 08/26/2022

      Philips has received the above referenced complaint. 

      Please note, the patient’s replacement device was delivered and signed for on 8/14/2022 according to the FedEx Tracking number.

      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

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

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