Complaints

This profile includes complaints for ResMed Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ResMed Corp

  9001 Spectrum Center Blvd San Diego, CA 92123-1438

• 

  ResMed

  3500 Comsouth Dr Ste 100 Austin, TX 78744-1306

• 

  ResMed

  3500 Comsouth Dr Ste 100 Austin, TX 78744-1306

• 

  ResMed Corp

  2101 East St Elmo St Suite 275 Austin, TX 78744

• 

  ResMed Corp

  3500 comsouth Rd. Austin, TX 78744

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:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* ***** I have been a Cpap user for a few years. A few nights ago, I woke up feeling unable to breathe. I checked my new Resmed F20 full face mask, which I had been using for two weeks, and I noticed a black substance in the elbow joint. When I looked closer, I noticed a piece of foam inside that I was only able to remove with a fork. To my shock, the entire foam piece was covered in what I believe to be mold. I followed the manufacturers instructions on cleaning exactly. It says to soak all pieces, including the elbow, and let air-dry. The problem is that the foam inside the elbow is enclosed and can not dry properly. Not the mention, the elbow is attached to the cpap tube where humid air travels from. The elbow is also attached to the mask very close to the mouth, allowing condensation from your breathing to further dampen the foam. The fact that the elbow is so close to your mouth and the thought of how many mold spores I may have inhaled worries me. This is an unacceptable dangerous design flaw that may be and may have been affecting many people without them even knowing since it is difficult to even see the foam and it can not reasonably dry or be removed. I hope to have this dangerous issue fixed as I have seen others having similar experiences online as far back as 2019. I have talked to many people recently who have had the same issue as me. I have also contacted resmed who have not taken this issue seriously.

  Business Response

  Date: 03/25/2025

  Hello,

  We have reached out to the patient & have advised him that all his concerns for the AirFit F20 medium mask, with the pictures and screen shots have been forwarded to our Quality team.

  Any inquiries similar to these are sent to the Quality team, including ones from our Social team.

• Initial Complaint

  Date:03/19/2025

  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.

  This company hired me and used my Social Security number to open an EIN and company name and then asked me to go to three different banks and open three different business accounts using that EIN in business name. I did not do this. this is a scam. These people are trying to launder money or something.

  Business Response

  Date: 03/19/2025

  Have contacted the complainant & reviewed the situation of possible fraud/scam towards our company.
  she has contacted her State to advise of the situation & I'll be sending to the appropriate department here

  Customer Answer

  Date: 03/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:02/13/2025

  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.

  Worst customer service you have to choose from rediculous amount of pre recorded options which ultimately lead you to send and email.I called so many time and try different prompts, once I got a Human and their answer was send and email and gave me the address.Get another brand ......

  Business Response

  Date: 02/14/2025

  We have spoken to ******** and have been able to resolve her myAir registration issue.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a CPAP machine in May 2022 but was hospitalized and had to move closer to family. As a result my machine was transferred to a new supplier who did not track usage and is now refusing to provide sleep supplies unless a sleep study is completed in a facility.I am 92 years old, homebound, legally blind with mobility issues. I just went through major surgery and radiation and am weak and recovering from that. I am a fall risk and cannot complete an out of home sleep ******** CPAP machine malfunctioned and was replaced 1.5 years ago. I tried to obtain the historical sleep usage information from 2022 through the resmed app but am unable to because the machine was repurposed. I called Resmed to obtain the historical information but was told I could only get this by email. I requested this information from ResMed via email, explaining the situation. I have sent 10 emails over the last 2 weeks to ResMed. They are refusing to provide the information, insisting I try to obtain it from the doctor or sleep provider who does not have it, as I have explained multiple times.This is my data and I have a right to it. It is desperately needed. My CPAP machine is a life saving device and I have not been able to use it for over a month because of this.I need all the data from my machine for June-October 2022.Machine Information:airsense 11 apap *********** serial number 323 device number This agent at ****************** has repeatedly refused to help: ******, Your MyAir Support Team Case ********

  Business Response

  Date: 02/05/2025

  we will reach out again and advise patient of the process for getting sleep data

  Customer Answer

  Date: 02/05/2025

  As my BBB complaint stated, I need the historical sleep data from the machine.  ResMed has this data but is refusing to give this to me.  Instead ResMed tells me to get this data from Apria or my doctor, neither or which have it.  Resmed has also told me to ask Apria to ask Resmed for this data.

  Please give this data to me as soon as possible.

  Resmed has yet to respond to my request.  Their response did not address the complaint request

  Business Response

  Date: 02/06/2025

  Will inform patient a 2nd time of the process to get their sleep data

  Customer Answer

  Date: 02/12/2025

  As my BBB complaint stated, I need the historical sleep data from the **** machine.  ResMed has the historical data to qualify the **** machine but is refusing to give this to me.  Instead ResMed tells me to get this data from Apria or my doctor, neither or which have it.  Resmed has also told me to ask Apria to ask Resmed for this data.
  Please give this data to me as soon as possible.  THE **** MACHINE IS A LIFE SAVING DEVICE.  I CANNOT USE IT UNTIL RESMED PROVIDES THIS DATA TO SATISFY ******** REQUIREMENTS
  Resmed's response does not address the complaint request

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair 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.

  I was evaluated for CPAP machine fall of 2024. I escalated some concerns to my health care professional about break outs on my face where it comes in Contact with the device. I purchased covers for the portion you can cover. But the skin irritation from the silicone persists. I tried to reach out to Resmed and they are TOTALLY unresponsive. In the interim my email changed and I tried to update on their site. If you call the 800 number it directs you to send an email. I have sent multiple emails in October and November. I no longer have access to the data on the app. I have deleted it and readed the app to no avail. No one will return my emails. No one answers their phones. I reached out to the dealer and they said Not it contact Resmed. This is THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED. The dealer gave me the email of the area representative. He does not respond. If I did not have so much money invested I would ***** it in the harbor. I hope someone takes pity on me from the company and reaches out. I. The meantime I would not recommend this product as there is ZERO SUPPORT.

  Business Response

  Date: 12/11/2024

  We have sent an email to the patient to get more information. Could not call as there was a missing digit.

  Customer Answer

  Date: 12/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had my ResMed CPAP device for just under 2 years. The motor/pump went bad so I returned it for repair under warranty. I sent the unit back to the retailer where I bought it, ******** on 9/3/*********** did a good job of tracking and keeping up with the repair status, but considering this is a medical device I was shocked to have to wait EIGHT WEEKS for repair/return. 9/3/24 - 10/25/24.THIS IS UNACCEPTABLE!!!ResMed needs to sharpen their game, or get out of the medical products industry. Absolutely ridiculous haveing to wait so long.

  Business Response

  Date: 11/18/2024

  We have responded to this patient regarding the time period it takes to get the devise from the customer, repair it, and then return it back.

  Repairs are made on a first come first worked and his devise would be worked in sequence. Repairs without traveling time, does **** *-8weeks, depending on the extent of the repairs.
  

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started using the Resmed **** M20 cushion mask 3 years ago. It started causing a skin rash on each side of my nose. I had to quit using it to stop infected sores on my face on each side of my nose. Insurance provided the **** machine and supplies. I'm concerned that the same issue that was caused by the ******** masks, causing cancer, is now being affected by the Resmed masp.

  Business Response

  Date: 10/17/2024

  The Patient will be responded back to and gathered more information on their specific BBB case

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair 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.

  I contacted ***** support about the sleep stages section of the ResMed app as I was not getting data. 1st email to them: the Bluetooth enabled on the Airsense 11 and the app is getting details to show the daily updates of score. I deleted the app and reinstalled, selected sleep and a few other options from the connected provider but I'm getting the data updates for the sleep stages option on the app.Reply: Sorry to hear that you're encountering difficulty viewing your ****************** in myAir. Below are the most common explanations for why you might not see your data: You may not have any myAir therapy data because you have not used myAir therapy within the last 7 days. You may not have any health data captured from Apple Health within the last 7 days. You may not have synced your health data tracking devices with Apple Health. You may need to adjust your device permissions to allow myAir to read the health data from your Apple Health device. Health Trends will show a calculation of your myAir therapy usage and ***************** trends from the last 14 days. Health Trends are calculated based on data we receive from your external health applications paired alongside your myAir therapy data. 2nd email: I use it nightly. All other data is showing except the Sleep Stages. ********* said they cant help me. I turned on all options with Apple Health. Does it require an ***** product to sync with?Reply: Please note there is no phone support for myAir as all support are only via email ******* mentioned, there is no data in Sleep Stages as data is not being captured by myAir from your Apple Health app. ***** Health do require its own product to sync the data. Please contact ***** on how the Apple Health works and transmits data to the ******* may turn off the Health Trend for now if its not providing any data. ResMed must have partnered with Apple ***** as it is on their app MyAir by ResMed. It is deceiving that you will get sleep stages info.

  Business Response

  Date: 10/09/2024

  Sent outreach e-mail to customer/patient to explain that myAir only pulls the data from the third party health app (Apple Health) and it is the third party health app that determines how that data is obtained. (Whether it be by a secondary device like a watch or other hardware feature.) Apologized for the miscommunication in previous responses that were vague and confusing, and advised we would be sending feedback to our documentation team to review the verbiage surrounding the use of third party device requirements in our help sections. Also referred the customer/patient to reach out to their third party health app provider should they have questions or concerns about how this data is obtained and also provided a pathway to our own existing resources if clarity is needed.

  Customer Answer

  Date: 10/10/2024

  
  Better Business Bureau:
  
  I have received the outreach from ResMed and glad that the are forwarding to clarify a compatibility device is required.  That was my follow up question. I dont own any of the compatibility devices and dont intend on purchasing.  Their app info icon, just needs to be updated so this doesnt mislead others. Ive reviewed the response made by the business in reference to complaint ID ********, which is very similar to their response directly to me and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ********
  
   
  

• Initial Complaint

  Date:09/23/2024

  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 a senior with sleep apnea and use a c-pap machine. But unable to use my machine for over 3 weeks due to a broken mask. Res Med, the supplier, has sent the wrong replacement mask 3 times. I called ******************* where I am part of a sleep study. No concern for my not being able to use my machine. Simply told to call the supplier which I have donerepeatedly. Over a week ago, ResMed said a mask was on its way. No mask has arrived. My health is taking a beating. Please help. Thank you. ***** ******,

  Business Response

  Date: 10/01/2024

  I contacted ***** to get further information on her supplier ******************* to contact them directly regarding the mask as we, the manufacturer, so not send out supplies directly to the end patient.

  ***** proceeded to disconnect the call after using verbal language.

  Called back to leave a voice message for contact information.
  

   

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a home sleep study lab for ********************** we have been using Apnea Link home sleep study devices from ****************** for years. We have purchased over 40 devices over the years and they are now stopping production on these. They were allowing purchases to continue until 10/1/2024. We were allotted 6 more devices totaling $1*****. Once we received these devices, we were told the disposable cannulas and belts we change for each patient are on long term back order and they have no back up product in place. We have over ***** cannulas on back order and currently have only 339 until we have to stop seeing patients. This will last approximately 8.5 weeks. We service thousands of patients a year including our under insured population at rates they can actually afford and we treat them for sleep apnea (a chronic condition that if left untreated can cause heart failure). If we cannot offer services anymore, they will incur a much higher cost for this service as well as much higher costs for ************* and their medical plan. This is a completely unethical way of conducting business, especially when it affects so many patients and their crucial care. Devices should not be sold when they are unwilling to support the disposable items that are required for use.