Extremely Bad Service

Medical aid requested an explanation from vital air as to why they are not fulfilling my needs. I am currently on oxygen and the last time the nurse did home visitation was in the last quarter of 2018. The home concentrator has failed and they have taken more than 24 hours to assist with replacing the home concentrator. Now the portable machine that was bought from them, no longer fulfills my needs as it only gives me +- 45 minutes of battery life, which is not long enough. I have been sent pillar to post by Vitalaire, I was liaising with Sibusiso Zitha and Odette Du Plessis and they are also giving me a run around, I cannot get Vitalaire to explain to medical aid why they are not fulfilling my needs, please get back to me on this.