Poor service from Vitalaire

I phoned Vitalaire head office yesterday at 14:50 to request a new oxygen machine for my 73 year old mom who has severe COPD and cor pulmonale. They told me that they will put in a request for a new oxygen machine and flag it as urgent and that the nurse on duty in our area will contact me as soon as they will deliver. I phoned again this morning at 8:30 as I'm still waiting for the nurse to contact me and deliver the new machine and my mom's cylinder is also now empty as she was using it since yesterday when the machine broke down. Again I was told that I must wait for the nurse in our area to deliver because if they are not in our area, they can deliver. According to them, I must take my mom to hospital for oxygen. The nearest hospital is 48km away and my mom is not mobile anymore. They don't even come to check my mom's oxygen, blood pressure or machine every 3months like they said they would. The service is terrible and looks like they just don't care about their patients