Vitalaire
Verified Business
|1.3|12 Reviews (last 12 months)|Responds in 65h 42m
Vitalaire
Verified Business
|1.3
12 Reviews (last 12 months)
Responds in 65h 42m
AI Review Summary
Based on recent customer reviews, Vitalaire is facing serious customer experience challenges, with families of oxygen-dependent patients consistently reporting distressing service failures. A recurring theme is delayed or undelivered oxygen equipment, unanswered phone lines, and unreturned messages, often during medical emergencies. Customers frequently mention billing disputes, uncollected equipment, and missed nurse home visits required for medical aid assessments. While isolated positive feedback highlights helpful call centre agents and quick deliveries when escalated, the overwhelming sentiment reflects frustration with poor communication, perceived lack of empathy, and a service model that customers feel is failing vulnerable patients.
Performance(last 12 months):
Ranking
#52
in Health & Medical
Reply Time
65h 42m
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.3|12 Reviews
Jul '25 - Jun '26
Recent reviews (12)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePB
Phillip B
1 reviews | Active since Jan 2020
12 Mar 2026, 13:01
Unused oxygen equipment and cylinder
I have messaged them 4 times now on their website, which is acknowledged but no reply comes back from them, the 0861 number they have on their website says this number is out of service when I try to phone them. They are based in Bedfordview. I have their unused oxygen equipment which I want them to collect, it was delivered to my hom 4 weeks ago, I do not want or need it?
Helpful (0)
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Phillip B
1 reviews | Active since Jan 2020
12 Mar 2026, 13:01
Unused oxygen equipment and cylinder
I have messaged them 4 times now on their website, which is acknowledged but no reply comes back from them, the 0861 number they have on their website says this number is out of service when I try to phone them. They are based in Bedfordview. I have their unused oxygen equipment which I want them to collect, it was delivered to my hom 4 weeks ago, I do not want or need it?
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Replies (0)RA
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Caroline C
1 reviews | Active since Jan 2020
5 Mar 2026, 11:34
Disgusting service - no service
I have been a patient of Vitalaire from Nov 2018. At first the service was amazing but over the last few years has become disgusting. I have rental concentrator with Vitalaire. Medical aid give 6 months cover at a time and Vitalaire nurse does a home visit and sends assessment to medical aid to carry on with cover. Never too much of a problem until now. I received expiry notice from medical aid effective 1 sept 2025 and the nurse only did visit on 16 Oct 2025. Should have sent assessment to medical aid to continue cover. Vitalaire never check to see that assessment is sent and that medical aid have received it. So Vitalaire have not received payment from September. I noticed this on checking medical aid statement in December. I have called Vitalaire a number of times from Jan 2026. I was told first that assessment had been sent and in a later call that it had not been sent. Called medical aid and they confirmed assessment not received and they would need a new assessment. Every time I called Vitalaire the said they would get the nurse (Steven I think) contact me for a home visit. My pulmonologist gave me his contacts number to call. She said she would look into it and call me back. I have not been able to get hold of her again and left messages every day. The nurse has not called me either. I rely on oxygen and do not know what to do now.
Helpful (0)
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Caroline C
1 reviews | Active since Jan 2020
5 Mar 2026, 11:34
Disgusting service - no service
I have been a patient of Vitalaire from Nov 2018. At first the service was amazing but over the last few years has become disgusting. I have rental concentrator with Vitalaire. Medical aid give 6 months cover at a time and Vitalaire nurse does a home visit and sends assessment to medical aid to carry on with cover. Never too much of a problem until now. I received expiry notice from medical aid effective 1 sept 2025 and the nurse only did visit on 16 Oct 2025. Should have sent assessment to medical aid to continue cover. Vitalaire never check to see that assessment is sent and that medical aid have received it. So Vitalaire have not received payment from September. I noticed this on checking medical aid statement in December. I have called Vitalaire a number of times from Jan 2026. I was told first that assessment had been sent and in a later call that it had not been sent. Called medical aid and they confirmed assessment not received and they would need a new assessment. Every time I called Vitalaire the said they would get the nurse (Steven I think) contact me for a home visit. My pulmonologist gave me his contacts number to call. She said she would look into it and call me back. I have not been able to get hold of her again and left messages every day. The nurse has not called me either. I rely on oxygen and do not know what to do now.
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Replies (0)JL
Juanita L
1 reviews | Active since Jan 2020
12 Feb 2026, 08:50
Poor service
Goodday I try to get a suster or nurse to come and do home visit to a patient. They promise they will send a nurse and since Monday 9th February 2026 that phone them and the operator Cindy said she will e mail the nurse to contact us fornan appointment nobody phone us. I doubt that Vital Air are still the same place when we start with them in June 2023. The patient Nicolien Koekemoer battle with her machine and they just don't do home visits anymore. Regards Juanita Cellphone 084 851 1417
Helpful (0)
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Juanita L
1 reviews | Active since Jan 2020
12 Feb 2026, 08:50
Poor service
Goodday I try to get a suster or nurse to come and do home visit to a patient. They promise they will send a nurse and since Monday 9th February 2026 that phone them and the operator Cindy said she will e mail the nurse to contact us fornan appointment nobody phone us. I doubt that Vital Air are still the same place when we start with them in June 2023. The patient Nicolien Koekemoer battle with her machine and they just don't do home visits anymore. Regards Juanita Cellphone 084 851 1417
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Replies (0)AA
Annalize A
1 reviews | Active since Jan 2020
4 Dec 2025, 14:41
Poor Service
Delivering very poor service and it can be life treating because my mom must go without oxigen when their is no power I lodge a request on Monday morning and ask to replace the emergency oxgigen bottle because it is empty This is Thursday afternoon and it is still not done They confirmed wensday aftenoon that is is escalate toe the area manager but nothing happend Ref 13157477 refers
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Annalize A
1 reviews | Active since Jan 2020
4 Dec 2025, 14:41
Poor Service
Delivering very poor service and it can be life treating because my mom must go without oxigen when their is no power I lodge a request on Monday morning and ask to replace the emergency oxgigen bottle because it is empty This is Thursday afternoon and it is still not done They confirmed wensday aftenoon that is is escalate toe the area manager but nothing happend Ref 13157477 refers
0
Replies (0)LS
Leon S
1 reviews | Active since Jan 2020
3 Sept 2025, 15:43
POOR/ZERO SERVICE DELIVERY
We've had the most terrible experience with this company today (03/09/2025). Our oxygen concentrator was faulty so we requested a new one which was delivered just after 13h00 today. The new (actually old but refurbished) machine works for about 10-15 minute and then the oxygen monitor light flashes and the machine keeps beeping continuously without stop. I called a second time and was promised a follow-up phone call from the nurse. Two hours later - still nothing. I phoned a third time and was helped by a nice gentleman that seemed to want to help - but to no avail. Our back-up cylinder is almost empty and now a geriatric patient will be without oxygen for the night and possibly for tomorrow. I understand that a machine can break at any time but if you promise 24/7 service delivery you should be able to back it up with ACTION. There is a number to call for emergencies but that line simply rings and then dies. We need a new machine and an apology. ASAP
Helpful (0)
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Leon S
1 reviews | Active since Jan 2020
3 Sept 2025, 15:43
POOR/ZERO SERVICE DELIVERY
We've had the most terrible experience with this company today (03/09/2025). Our oxygen concentrator was faulty so we requested a new one which was delivered just after 13h00 today. The new (actually old but refurbished) machine works for about 10-15 minute and then the oxygen monitor light flashes and the machine keeps beeping continuously without stop. I called a second time and was promised a follow-up phone call from the nurse. Two hours later - still nothing. I phoned a third time and was helped by a nice gentleman that seemed to want to help - but to no avail. Our back-up cylinder is almost empty and now a geriatric patient will be without oxygen for the night and possibly for tomorrow. I understand that a machine can break at any time but if you promise 24/7 service delivery you should be able to back it up with ACTION. There is a number to call for emergencies but that line simply rings and then dies. We need a new machine and an apology. ASAP
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Replies (0)ZM
Zimisele M
1 reviews | Active since Jan 2020
27 Aug 2025, 14:25
Terrible Service
My father has been waiting for the oxygen from the 13 August until now it has not been delivered. Been following up since and the employees are very rude. Disgusting
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Zimisele M
1 reviews | Active since Jan 2020
27 Aug 2025, 14:25
Terrible Service
My father has been waiting for the oxygen from the 13 August until now it has not been delivered. Been following up since and the employees are very rude. Disgusting
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Replies (0)AL
Antoinette L
1 reviews | Active since Jan 2020
17 Jul 2025, 11:16
Unfair Billing and Poor Customer Service – Extremely Disappointed
I am extremely disappointed with the way I was treated by this company. I was billed for equipment (a concentrator and cylinder) I never used and never agreed to rent in full. The concentrator was returned on the same day it was delivered, and I only kept the cylinder, which was later collected. Despite this, I was charged for seven months of rental, without any valid explanation or prior agreement. When I queried the charges, I was told that the cylinder cannot be rented on its own and that the pricing is fixed—information that was never communicated to me at the outset. The refund I was initially told would be processed was later declined by management, and I was basically told it was my decision not to use the concentrator—an outrageous excuse to avoid accountability. It’s completely unfair to hold a customer responsible for internal miscommunication and poor staff training. I feel I’ve been mistreated, taken advantage of, and ****** of money that is rightfully mine. For a company operating in the medical industry, the lack of empathy, transparency, and fairness is truly disheartening. I would advise anyone to be very cautious before dealing with them, as it appears customer satisfaction is not a priority.
Helpful (0)
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Antoinette L
1 reviews | Active since Jan 2020
17 Jul 2025, 11:16
Unfair Billing and Poor Customer Service – Extremely Disappointed
I am extremely disappointed with the way I was treated by this company. I was billed for equipment (a concentrator and cylinder) I never used and never agreed to rent in full. The concentrator was returned on the same day it was delivered, and I only kept the cylinder, which was later collected. Despite this, I was charged for seven months of rental, without any valid explanation or prior agreement. When I queried the charges, I was told that the cylinder cannot be rented on its own and that the pricing is fixed—information that was never communicated to me at the outset. The refund I was initially told would be processed was later declined by management, and I was basically told it was my decision not to use the concentrator—an outrageous excuse to avoid accountability. It’s completely unfair to hold a customer responsible for internal miscommunication and poor staff training. I feel I’ve been mistreated, taken advantage of, and ****** of money that is rightfully mine. For a company operating in the medical industry, the lack of empathy, transparency, and fairness is truly disheartening. I would advise anyone to be very cautious before dealing with them, as it appears customer satisfaction is not a priority.
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