Amanda M

Vitalaire

My mom is an emphysema patient and has the oxygen concentrator form Vitalaire as arranged through her medical aid with Discovery. From 26th December my mom was in hospital and since coming out from hospital after new year she has been feeling quite picked with the load shedding and extreme heat waves which in turn has impacted her breathing. Since 2 January I have been contacting Vitalaire head office to arrange an oxygen cylinder for emergencies as such.Today is the 13 January and have had no calls or feedback from them despite sending through the debit order form and paying the deposit. Instead when you call the head office or Westville branches the phone rings endlessly or I,m told to phone back later or told they have to refill their cylinders in JHb so they not sure when they will have any cylinders for my mom. There is no accountability or action on their behalf. After calling all over from 8am till 12 today I eventually got the number from air liquide for "Janie" who is a manager for Vitalaire. This manager does not understand the first meaning of customer service and should be fired. Instead of listening to my complaint she cuts me off and wants my moms details. Then she proceeds to rudely tell me that "my mom has an oxygen machine so why does she need the cylinder!" Why did you take my money if my mom according to you the expert does not need the machine? This could be a matter of life and death and you treat your customers so shamelessly, go back and train your staff.