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Business Profile

Pharmaceutical Manufacturer

Philips RS North America LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pharmaceutical Manufacturer.

Complaints

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

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    Customer Complaints Summary

    • 536 total complaints in the last 3 years.
    • 41 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:03/13/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Philips Respironics issued a recall of their CPAP machines several years ago. Prior to the recall I had purchased 2 machines. After receiving the recall notice I contacted the company as per the recall. After repeated calls I have never heard from or received the new CPAP machines. The company has told me that: 1. because the machines were purchased in the US and I now live in Canada they are not sure how to proceed. If when I filled out the paperwork I had stated my address was still in the USA they could send me my replacements, but as I now live in Canada the law prevents them from shipping the appliance to Canada. When I stated they could send the replacements to my US address I was informed that they could not do that as it was not the address I had used to file the recall. I have spoken several times to many people at the Philips recall center and they all tell me the same, and that they would escalate this problem up the chain of command. As of 03/13/2024, I still have not heard anything from the company, nor have I received my 2 CPAP machines. As the machines are considered a health risk I have had to purchase another CPAP machine.

      Business Response

      Date: 04/02/2024

      Philips has received the above referenced complaint.   

       

      This patient had 2 cases that have both been completed, the orders have been created, and replacement devices have been shipped via FedEx. The delivery date will be posted on the FEDEX website later today and the patient has been provided with the tracking numbers.

       

      Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.

       



      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

       

      Customer Answer

      Date: 04/03/2024

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



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,



      ***** ******

    • Initial Complaint

      Date:03/12/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My Dreamstation Cpap has been listed in Recall due to causing cancer and many other major health issues. I have contacted the company on numerous occasions about a replacement machine and I have yet to receive one. It has been 2 years since they told me they would send a replacement and I have yet to receive it. Please help with expediting my machine please!!

      Business Response

      Date: 03/20/2024

      Philips has received the above referenced complaint.   

       

      This case has been completed, an order was created, and a replacement device was shipped via UPS because the patient only provided a PO Box address. The scheduled delivery date is March 21, 2024.

       

      Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.


      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

    • Initial Complaint

      Date:03/09/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My complaint concerns Philips Corporation a large international medical device manufacturer.
      On May 28, 2021, I purchased a Philips Go DreamStation travel CPAP machine. Price to me $884.
      Almost immediately, I learned that the machine was being recalled due to toxic degrading foam (Philips had not contacted me about this but I learned about it online from another source). Fortunately, I never used the machine even one night.
      On June 17, 2021 I registered the machine with Philips as a part of recall with the understanding that Philips was to replace the machine with one.
      I waited patiently for nearly two years with almost no contact from Philips (perhaps 3 emails total). On October 11, 2023 Philips sent me an email that the shipment would be “delayed”. At that time, I started trying to contact Philips to request the refund. Their “help line” only provided help in registering the device. After many calls (maybe a dozen) I was finally, able to discover a direct line to Philips customer support (1-844-5377-2403).
      After several contacts in October/November I was told that they would need to determine the date of my machines manufacture to determine a refund amount. They determined the refund amount as $900. They also told me that they would need to have the machine returned to them before a refund could be instituted. It was difficult for me to return the device immediately because my area lacks a Federal Express shipping office (the way they wanted it packed and shipped). However, on December 18 I was able to ship the device and confirm the receipt in their hands on December 22, 2023.
      At the time of delivery, I called again to again clarify that I wanted a refund.
      Starting in January I began to contact them regularly (every week or two) to discover when they would issue the check. As of my last call on March 6 they were still unable to tell me when (or if) the check would be written. Each time I called them I have requested a check and not a replacement.

      Business Response

      Date: 03/26/2024

      Philips has received the above referenced complaint.   

       

      This case has been completed, a compensation check was issued 3/25/24 and will be sent via USPS. The patient has been updated too.

       

      Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.


      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

      Customer Answer

      Date: 03/26/2024

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



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,



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

    • Initial Complaint

      Date:03/07/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Approximately three years ago I received a cpap recall notice from Phillips with instructions to discontinue use of my cpap machine immediately. I made certain the machine was registered and followed Phillips instructions and patiently began waiting for a replacement machine that would never come.
      Attempts by my wife and I to communicate with Phillips customer service in hopes of finding resolution have been frustratingly unsuccessful to say the very least, in fact, besides purchasing from Phillips to begin with, my largest regret is not recording our interactions with Phillips customer service reps and sharing our experiences with the world.
      My insurance did not cover that original machine ($1200+) nor will it pay for any replacement.
      Due to the loss of the machines use, I have hardly had rem sleep in over 3 years now and am constantly suffering fatigue.
      I have decided it seems most unlikely that Phillips will honor the recall at all or at least until it is too late to be of any help to me.
      Today I visited the local medical supply to purchase a new cpap and the rep advised me to first try filing a complaint here and even if it doesn't help me, it could help in raising awareness of Phillips fraudulent actions to possibly have some benefit for other Phillips victims.

      Business Response

      Date: 03/20/2024

      Philips has received the above referenced complaint.   

       

      This case has been completed, an order was created, and a replacement device was delivered via FedEx March 15, 2024. 

       

      Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.


      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

    • Initial Complaint

      Date:03/06/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Philips CPAP Recall

      I finally received my replacement CPAP machine but it was a used, reconditioned one. My husband received a brand new upgraded Dream Station 2 for his replacement. I would like a brand new machine- that is what I paid for and that is what I expect.

      Business Response

      Date: 03/08/2024

      Philips has received the above referenced complaint.   

       

      This case has been completed, an order was created, and a replacement device is shipping today via FedEx - the delivery date will be available later today on the FEDEX website when the package is scanned. 

       

      Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.


      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

      Customer Answer

      Date: 03/08/2024

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



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,



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

    • Initial Complaint

      Date:03/06/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My C-PAP Machine was recalled. I went on line and registered it when I was notified. As
      of this date 3/7/2024 I have not received a replacement. I have no dates of when I
      received the machine or when i filed on line to the company for a replacement. The
      machine was orded by my Doctor and paid for by Medicare.

      Business Response

      Date: 03/12/2024

      Philips has received the above referenced complaint.   

       

      This case has been completed, an order was created, and a replacement device is shipping via FedEx today.

       

      Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.


      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

    • Initial Complaint

      Date:02/29/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I use a Respironics cpap machine that is listed in the recall. I registered my device 2 years ago as soon as the recall was issued. My device has not been replaced. My sister and a friend received new devices months ago. Thanks for any assistance you can provide. Valda Todd

      Business Response

      Date: 03/05/2024

      Philips has received the above referenced complaint.   

       

      This case has been completed, an order was created, and a replacement device was delivered via FedEx on March 1, 2024.

       

      Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.


      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

    • Initial Complaint

      Date:02/26/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      received my BI-PAP machine in July 2016. The first machine they gave me was defective. I took it back, but because the medical supply store didn't have another one of the same model, they gave me a used machine (Phillips Respironics BiPAP System One)) with the understanding that when they got another one of the original machine they gave me, they would swap the used machine back for the new one. When that time came, they refused to honor their word, and I was left with the used machine.
      At the time I received the System One macnine, I was informed that I would be eligible for a new machine in five years, In 2021, when I should have received a new machine, I was told that Medicare had changed their eligibility requirements, and that I was no longer eligible for a new machine (no grandfather clause and no explanation). It was around this same time that I received the notification that my machine had been recalled, and I registered my machine with Phillips. My registration confirmation number is ****************.
      I received numerous emails from Phillips about the steps I needed to take to get a replacement machine, I followed the instructions which had me going back and forth numerous times between the sleep disorder clinic and the medical supply store. Each time, I was told there was "one more thing I needed to do."
      Finally, a request was submitted by the sleep disorder clinic to Medicare because my machine was "past its useful life." Unfortunately, since my machine was part of a recall, Medicare refused to pay for a replacement!

      Business Response

      Date: 03/07/2024

      Philips has received the above referenced complaint.   

       

      This case has been completed, an order was created, and a replacement device is scheduled to be delivered via FedEx March 7, 2024.

       

      Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.



      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

       

    • Initial Complaint

      Date:02/20/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My complaint is regarding my Recalled Phillips Respironics Dream Station heated humidifier CPAP machine.
      Due to the serious nature of the problem, these machines were place on immediate recall! I registered my recalled machine June, 2021, and was informed on several occasions that a new machine would be delivered. I didn't file this complaint earlier because each time I'd call the Phillips Provider/Consumer ph number they'd guarantee the matter was in process.
      Like I said above, my recalled machine was registered 6/2021, almost 3 yrs ago! I was told that all new units would be delivered before the end of 2022, I STILL HAVE NOT RECEIVED MY NEW UNIT as of 2/2024.
      These units were recalled due to insulated foam particles were breaking loose, and leaking into the breathing chamber causing serious health issues to the user!
      I've been using a recalled machine for 3 yrs, and I really would appreciate help getting this problem resolved. Thank you.

      Business Response

      Date: 03/05/2024

      Philips has received the above referenced complaint.   

       

      This case has been completed, an order was created, and a replacement device was delivered via FedEx on February 24, 2024

       

      Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.


      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

       

    • Initial Complaint

      Date:02/15/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was notified by Philips that there had been a recall of my DreamStation CPAP and I registered for a replacement on July of 2021.
      Philips responded with a message indicating that the replacement process might take some time and requesting my patience.
      We're now looking at more than 2 1/2 years with NO RESPONSE from Philips.

      These are the most recent communications:

      RE: Replacement CPAP
      Hello ,
      We have forwarded your request to ************************. Please save and use this email address for future inquiries of your Philips product.
      ********************************* only supports Philips Actigraphy products.
      Kind Regards,
      Respironics Product Support
      Respironics.*********************
      *******************************************************************************
      From: ***** *** ******* **** 
      Sent: Monday, January 29, 2024 3:09 PM
      To: Respironics Service10
      Cc: ***** *** ******* **** Subject: Replacement CPAP

      To Whom it May Concern:
      I'm reaching out to you again concerning the non-arrival of the replacement CPAP for my Dream Station. I registered my unit in July of 2021.
      I received a notification from you that the new unit would ship. It never arrived.
      I called ************ a couple weeks later to inform you of the problem. I was advised that I would receive a follow-up - didn't happen!
      I again placed a call in December of 2022 when I got your email requesting a return of the Dream Station(Again, Didn't Happen).
      *** Your confirmation code is: **************** I'm still using the Dream Station, but my provider upgraded to WIFI 5 and I now have to physically take the memory card to the facility to have it read.
      This time I decided to search for an email address.
      If this is NOT the correct contact email, PLEASE FORWARD TO PROPER DEPARTMENT!
      If this doesn't bring results I'll be forced to contact the State of Wisconsin for assistance.

      Business Response

      Date: 03/07/2024

      Philips has received the above referenced complaint.   

       

      This case has been completed, an order was created, and a replacement device is shipping today via FedEx - the delivery date will be available later today on the FEDEX website when the package is scanned. 

       

      Patient safety is our top priority, and we are committed to supporting the patients and device users we serve.




      Sincerely,

       

      Clinical Marketing

      Sleep & Respiratory Care

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

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

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