Complaint Details

Status	:	Closed
Complaint No	:	0031034/2014
Category	:	Health
Date	:	19-07-2014
Subject Line	:	Inefficient ambulance services
Complainant	:	Dr Prasad S Vaidya
Address	:	903, Blue Excellency CHSL, Opp Patel Auto, S V Road, Goregaon (w)
Complainee	:	TOPSLINE LIFE RESPONSE SERVICES PVT LTD
Address	:	5 Royal palms estate,Aarey milk coloney, Goregaon (E)

Complaint Details
Dear Sir,
I have enrolled for Tops groups topsline life response services in the month of Jan 2014 for myself, my wife, my daughter, my mother and father. We have received the membership card (scan copy of mother’s card attached) of the same from topsline. It was assured that topsline is in possession of cardiac ambulance which can be reached to any spot within limits of Mumbai in 9 minutes. I am attaching herewith brochure of the same which also mentions that topsline has Cardiac ambulance with all the necessary equipments like ventilator in it.
My mother Mrs Smita s vaidya had suffered from severe respiratory distress on 11 th May 2014. It was suggested by doctors in Kapadia hospital (goregaon west) to shift her immediately to kokilaben hospital for further treatment. I called Topsline ambulance services at around 10 AM for the cardiac ambulance. To my surprise, the call centre employee has mentioned that Topsline only has simple ambulance and not cardiac ambulance (as mentioned during enrolment and also as mentioned in their brochure.) Considering the emergency situation, I had to call another ambulance which came after 2 hrs i.e. around 12 o noon.
In case emergency situation like acute respiratory distress, where single minute is vital, due to inefficiency of Toipsline service, vital time has been wasted, which resulted into near death situation my mother has to face. Due to Hercules efforts made by the emergency team Drs from Kokilaben hospital , after almost 2 weeks stay and which also includes 10 days of ICU stay, my mother recovered .
I have contacted customer care regarding inefficiency of services and told them to apologize and pay me for the payment made to ICU ambulance services which I had to arrange due to unavailability of the same with topsline. There representative had accepted the mistake but did not comment of payment of the services. I have send them several mails on 30 may, 15 june , 20 June , 23 June , 28 June and 11 july . None of the mail has been answered so far.
It is clear that topsline has made entirely false promises during enrollment and also in its brochure to lure more customers for their lifeline services. This is extremely serious offence and can prove fatal as ambulance services are used only in case of dire emergencies. It is not expected that so called professional group like topsgroup is playing with the life of common people for their benefits. Therefore I request you to kindly
1) Instruct topsline to stop their services immediately as it is based on entirely wrong information provided to its customers.
2) Declare in all leading news papers that they do not possess cardiac / ICU ambulance as claimed in their brochure.
3) Write to all their current customers that they have provided wrong information in the brochures about availability of cardiac ambulances
4) Kindly arrange to compensate me for the expenses (caused for arranging ambulance services 5500 rs+ bill of Kokilaben hospital 3,40000 app) and harassment caused by topsline

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