ComplaintsforPhilips RS North America LLC
Pharmaceutical Manufacturer
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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 CareInitial Complaint
03/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 CareCustomer response
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
03/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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 CareInitial Complaint
02/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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 ToddBusiness response
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 CareInitial Complaint
02/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
02/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
02/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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: ***** *** ******* ****Business response
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 CareInitial Complaint
02/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am writing to file a complaint against Phillips Respironics regarding the recall of my CPAP machine. I
received notification in 2021 and registered (confirmation Code ****************) as per their
requirements for a replacement CPAP machine. To date I have not received a replacement machine. I
am providing the information below regarding this issue.Business response
02/09/2024
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 scheduled to arrive tomorrow, February 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 CareCustomer response
02/09/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
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
02/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In the summer of 2021, I received a notification of a recall on my CPAC machine. I filed my complain to verifier that my/ machine was in the recall. My confirmation #****************. On 12/28/21 I received notification that it could take 6 to 9 months to receive a replacement. I was told to use an inline air filter to prevent possible health issues. I checked again off and on all year. On February 7, 2022 my sleep study Dr said they had been told that I would need a new prescription that they did send in. On January13,2024 my machine quit working and after three days of trying to talk to Phillips Respironics and being sent from one number to another and finally ending up with who I started with they told my provider would send me one if and when they got one with my name one it. I have checked with my provider Medical Center Medical Center almost once or twice a week. It is time for something to be done and I don't where else to turn. I need my CPAP machine for my health.Business response
02/20/2024
Philips has received the above referenced complaint.
This case has been completed, an order was created, and a replacement device was delivered via FedEx February 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 CareInitial Complaint
02/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Philips CPAP notified user of a possible problem with carbon bits breaking off and being blow into air flow to consumers.Business response
02/20/2024
Philips has received the above referenced complaint.
This case has been completed, an order was created, and a replacement device was delivered via FedEx February 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
Customer response
02/21/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
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.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
645 total complaints in the last 3 years.
181 complaints closed in the last 12 months.