The customer service with ACC Medlink upon initial contact was terrific. They had a quick response and answered every question that I had. This was a 10-hour ride. We specifically scheduled this ride at night so that my family member would sleep most of the duration of this trip, which did not turn out as expected. The van itself turned out to be a very bumpy ride, at times startling my loved one to the point of making her cry out. She was strapped into the bed and had gotten up twice during this ride to use the restroom. Other than this brief movement, she did not get up, and they did not get her up to move around. This review is for those who should exercise caution and move their loved ones more frequently. I would also recommend asking about what kind of suspension that these vans have, it will make a difference in the actual ride and comfort of your loved one.