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Fatima M

1 reviews | Active since Apr 2018

04 Apr 2018, 19:16

Consistently shockingly bad service from VitalAire

VitalAire... I am not sure your company understands the service you provide. Do you actually understand that oxygen is vital for people to survive? And chances are if your patients need your service, they have a pretty serious medical issue. You are not providing a luxury service.

My mom has been on oxygen for over a year now. I find myself constantly phoning you to ask when is someone coming to service the machine. My mom has been told to use oxygen for around 16 hours a day. This morning she woke up out of breath and discovered there was no flow from the machine. I called at 8am to ask someone to come through. I write this now close to 8pm without anyone coming through, any phone call or update. Your emergency number is not consistently answered.

So again I ask you what service are you actually providing?!!?!?!

0
Replies (2)
Vitalaire
Vitalaire's reply04 Apr 2018, 19:48
Official

Dear Fatima M

Thank you for raising your complaint.

The departmental Manager will be contacting you shortly to investigate and assist with your query.

Thanking You

Vanessa Pather

FM
Fatima M's update05 Apr 2018, 20:35
Reviewer Update
Dear Vanessa Thank you for your follow-up and update. As discussed I think there are some serious gaps in the training or service understanding of the call centre staff. The staff doing home visits have always been efficient, patient and competent. I hope to see a much better response from your call center staff in future as they seem to be the rate limiting step to VitalAire providing a better service. I appreciate your understanding and hope to see an improved response time to calls in future.