We contracted ACC Medlink to transport my father across state lines (14 hours). My mother and sister travelled with to ensure everything went smoothly. ACC Medlink advertised that they can perform catheter care, which dad needed for such a long journey. The website advertises that Wi-Fi is "available upon request", so my sister brought her work laptop along. My mother was excited to utilize the advertised TV to pass the time. We reviewed many transport companies and ultimately decided on ACC Medlink due to these and other advertised amenities. Their website video gives the appearance that their fleet of vehicles and drivers are 'best in class'.

The trip started with the transport arriving late. Shortly after departure, my mother asked to watch a movie on the TV. The TV was broken! My sister requested to use the internet. The internet was unavailable (upon request)! Dad complained of being cold and asked to turn up the heat. The average outside temperature during transport was in the 40s. The drivers stated that the heater in the rear of the van was broken! When they arrived at the destination in Minnesota, the 'check engine' light was illuminated. The drivers stated that they've needed an oil change for a while. So much for 'best in class' vehicles. ACC Medlink clearly doesn't keep up on even the most basic maintenance of their fleet.

The paramedic/nurse somehow managed to remove dad's catheter while in transit making the 14 hour trip more painful for dad! And the issue that caused us the most concern - one of the drivers was texting while driving! My sister was too afraid to confront him, so she took pictures of him in the act instead. So much for 'best in class' drivers. Clearly ACC Medlink does not consider the lives they transport to be important when they employ such reckless staff. We are thankful that our family members returned home safely. It could have turned out much worse.

We are upset that we paid for a premium service, but the services were not rendered as advertised. And we are even more upset that the careless driver could have cost the lives of everyone in the van. We contacted ACC Medlink (Melissa) repeatedly to inform her of the issues and request some compensation. And repeatedly she promised to 'look into it' and call us back. Usually, Melissa promised to call us back the following day, but then never called. We waited 3 weeks, but they just kept stringing us along and telling us they are 'looking into it'. So, we are left with no other option but to share our experience with other potential customers.

Be very careful who you choose to transport your loved ones!!!!