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Description

This company designs, manufactures, and markets respiratory medical products that address the respiratory needs of patients in institutional and homecare settings.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that DeVilbiss Healthcare meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for DeVilbiss Healthcare include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Additional Information

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BBB file opened: December 06, 2007 Business started: 01/01/1887 in PA
Type of Entity

Corporation

Business Management
Mr. Ed Murphy, President and CEO Ms. Chandra Jay, Director of Quality and Regulatory Affairs Mr. Tim Walsh , Chief Financial Officer
Contact Information
Customer Contact: Ms. Chandra Jay, Director of Quality and Regulatory Affairs
Principal: Mr. Ed Murphy, President and CEO
Business Category

MEDICAL EQUIPMENT & SUPPLIES HOSPITAL & MEDICAL EQUIPMENT & SUPPLIES RESPIRATORS


Additional Locations

  • 100 Devilbiss Dr

    Somerset, PA 15501 (800) 338-1988

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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Additional Phone Numbers

  • (814) 443-7570 (Fax)
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Additional Email Addresses

  • - eQuote
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Complaint Detail(s)

6/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I HAVE TRIED TO CONTACT THE RESPIRATORY PRODUCTS DIVISION OF SUNRISE MEDICAL EVERYDAY SINCE 5/9/13 AND THE PHONE LINE HAS BEEN BUSY EVERYTIME JUST ATTEMPTING TO MAKE CONTACT TO GET A DEVILBISS NEBULIZER SERVICED.

Desired Settlement: IF THE COMPANY COULD SERVICE THE UNIT I BELIEVE THERE WAS A 5 YEAR WARRANTY ON IT.

Business Response:

As per our phone call yesterday I would like to follow up with the below response to your letter dated 6/11/13.

Since DeVilbiss is a medical device manufacturer and our products are prescription devices we are required by FDA to follow regulatory procedures to appropriately obtain information to record customer complaints. With regards to this complaint Ms. ***** ** ****** (Customer Service Manager) had professionally exchanged phone calls with Mr. ******** to facilitate return of the product. Ms. ***** ** had determined through phone calls with Mr. ******** that he had purchased our product through an internet dealer/seller and he could not provide details of this internet dealer. Without having this information we could not establish the appropriate sales channel for this product which determines the credit or replacement process. However, Ms. ***** ** went ahead and issued a Return Merchandise Authorization directly to Mr. ******** requesting him to return the product to DeVilbiss and we will send him a replacement product upon receipt of his product. Throughout this process Ms. ***** ** had acted professionally to take care of Mr. ********** concerns. We regret that Mr. ******** felt that we were requesting too much information to facilitate return & exchange of the product, but it is required as per regulatory procedures. 

We are still waiting for Mr. ******** to return the product so we could investigate the complaint and provide him with a replacement product. Unfortunately, we cannot reimburse Mr. ******** for the alternate piece of equipment that he has purchased. 

We hope that this will satisfactorily address Mr. ********** concerns. 

We thank you once again for giving us the opportunity to respond to Mr. ********** inquiry. 

Thanks, 

Sincerely,
******* ***

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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