ComplaintsforPhilips RS North America LLC

Pharmaceutical Manufacturer

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
07/08/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Phillips respronics did not replace my cpap machine as was stated in the recall
Business response
07/24/2024
Philips has received the above referenced complaints.

These complaints are from a husband and wife - both of their cases have been completed, their orders have shipped via FedEx and are scheduled for delivery tomorrow, July 24th.

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 response
07/24/2024

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.

Dear company. Got claim straighted out on *******. Didn't anything on claim for ****** ******. Claim # is *************. E-mail is *************************

Regards,

******* ******
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am owed a replacement Bipap device due to a recall. A Philips Risperonics dreamstation. For the past several months I have called the number provided several times regarding my registered recall, being told my replacement machine will be shipped "soon", "in a few days" "any time now" etc. and then nothing happens. I have been waiting 3 years. I either want my new machine or funds to purchase a refurbished one from a equipment company online.
Business response
07/16/2024

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 tomorrow, July 17th via FEDEX.

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 response
07/16/2024

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,

********* *****
Customer response
07/19/2024

I closed this complaint because my replacement device was shipped. But when I received it, the humidifier chamber wasn't included and the machine can't be operated without it. Essentially, I only received half a machine.

********* *****
Customer response
07/22/2024
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.
Philips called me today and informed me that the heated humidifier half of the device was not part of the recall and I'm supposed to use my old humidifier with the new machine, despite my concerns it may be contaminated with particles. I will now have to pay over $100 out of pocket for a new humidifier. Philips should have clarified this, as "device" to me means the whole machine, not just the blower half. Noone at Philips, in this whole process, explained that to me and I find the omission of that essential information negligent, if not deceptive in my opinion. I don't know if there's anything that can be done about this, other than to get them to openly clarify the terms of the recall. Thank you for your help in this case. I guess I will consider this matter closed, since they are not legally obligated to give me a humidifier.

Regards,

********* *****
Initial Complaint
05/29/2024
Complaint Type:
Delivery Issues
Status:
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.
I rec'd a dream station cpap machine via Home medical products in ********* **. The United States govt paid for it through federal Medicare. Tons of paperwork was done at Home Medical Products, some sent back to Phillips, some sent to Medicare. Make no mistake Phillips Respironics got paid. I registered this machine to get a new replacement years ago! I have since not received a new machine, or payment for. I continually get harassing postcards several each month from *********, Phillips Respironics agent, yet I still have no new cpac machine. I have given them machine, numbers, information, my name address, repeatedly, to no avail. WHERE IS MY NEW MACHINE. Just send it, the doctor pulmonologist said to streamline a complaint with better business bureau.
Business response
06/18/2024

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 June 10, 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
05/02/2024
Complaint Type:
Product Issues
Status:
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.
I have a Phillips Dream Station Cpap device, serial number ************* that was recalled. I am requesting Respironics to send me a replacement.
Business response
05/14/2024
*** * ******** * ** ********* *** ***** ****** ******* *********** ******** *********** **** ** ** ***** **** ** *** ***********************
As an interim follow-up, we wanted to let you know that we are still attempting to process this case however the patient has not registered his device. Without registering for the recall, we are unable to process a replacement.

We have contacted the patient twice so far with instructions to register and have not received a response yet.

Sincerely,

Clinical Marketing

Sleep & Respiratory Care
Customer response
05/15/2024
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 had previously registered my device but I registered it again this morning, May 15th 2024.
Regards,

***** *******
Business response
05/24/2024
*** ***** ****** ******* *********** ******** **** ** ** ***** **** ** **
Dear *****,

We wanted to let you know that this case has been completed. The order has been created and it in the process of shipping. We have alerted the patient too.

Sincerely,

Clinical Marketing

Sleep & Respiratory Care
Initial Complaint
05/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased a CPAP machine that was recalled approximately 2 years ago. We are asking for a replacement machine ASAP. The Philips Rsepirotronic machine was returned under the class action lawsuit.
Business response
05/15/2024

Philips has received the above referenced complaint.

This case has been completed, an order was created, and a replacement device has been shipped via FedEx and is scheduled to be delivered Thursday May 16th.

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 response
05/17/2024

Better Business Bureau:
UPDATE: I did receive the replacement equipment and wish to note this was a “re-certified unit rather than a new one. I reserve the right to follow up after I have time to purchase the head gear to put the unit in use.

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
04/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
As of today it has been 908 days since I registered my recalled Philips Respironics CPAP device and have been waiting for a replacement medical device. I have contacted the company several times during this 908 day period to check status and verify information to ensure they can provide a replacement device. At this time I can no longer continue to blindly wait and have no confidence in their ability to provide a replacement device. After multiple conversations with representatives, including today (4/11/24) I have no expectations they will fulfill my order for a replacement device in the foreseeable future. Because I am unable to use the medical device that is prescribed to me under the direction of Philips and I have waited more than ******************************************************************************************************* any timeline (as confirmed with the representative again today) I am requesting a full refund.
Business response
05/15/2024

Philips has received the above referenced complaint.

This case is in process, we have been in back and forth contact with the patient and currently waiting for information from the patient. He has a DreamStationGo which is on a shipping hold due to an unexpected delay. The patient is in the process of changing to receive compensation in lieu of a device which can be processed as soon as we receive his recalled device. We are waiting for the tracking number and receipt of the device to proceed.

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
Business response
05/15/2024

This patient decided to change his election from "device" to "payment" for his DreamStationGo device. To make the change, a number of steps are involved including shipping back the recalled DreamStationGo device.

The recalled device has now been received and the case has been sent to the check processing department. The next check run will be in 3-4 weeks. As soon as his check has been issued, I will update the BBB and the patient.

We have continued communication with the patient too.

Sincerely,

Clinical Marketing

Sleep & Respiratory Care
Customer response
05/15/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
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
04/02/2024
Complaint Type:
Product Issues
Status:
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.
Need replacement for Philips dream station cpap machine recall.
Business response
04/24/2024

We want to confirm with you that yes, we have been in contact with Ms. ****** case #******** and she has responded. Her case has been submitted to process her replacement.

We needed to hear back from her because there were two registrations with all of the same contact/patient information except the first names were ****/****** so we were not sure if it was a misspelling or if it was two different names because there were two different devices involved too.

Regardless, we wanted to let you know that we are actively working on Ms. ******'s case and have been in back/forth communication with her. As soon as the case is complete, I will send you a completion email, as usual.

Sincerely,

Clinical Marketing

Sleep & Respiratory Care
Business response
04/29/2024
BBB complaint # ******** * ** *********

Philips has received the above referenced complaint.

This case has been completed, an order was created, and a replacement device is shipping today 4/29/24 via FedEx. The delivery date will be available on the FEDEX website later today. The patient has been updated with this information along with the tracking number.

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
03/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
03/12/2024
Complaint Type:
Product Issues
Status:
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.
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
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
03/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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,

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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Customer response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary