My family and I had a very poor experience with ACC Medlink. We hired the company to transport my mom from an upstate NY rehab facility to my home in Charlotte, NC for a fee of $4,400. The crew planned to leave for the 12 hour trip at 8pm and drive throughout the night. We paid in full with a credit card when the transport was booked. Unexpectedly, my mom became very ill the morning of the planned trip and was transported from the rehab facility to the local hospital. My dad immediately called ACC Medlink to let them know the circumstances. They said they already had a crew in the area of the rehab facility (they apparently came from NJ, drove to upstate NY, got a hotel to rest before their journey). He told them as soon as we had a status on my mom's condition we would let them know and hopefully use their services once she was stable. She passed away. My dad called ACC Medlink again to let them know that my mom had passed. He talked with the "co-owner" to request a partial refund, she said that no type of refund would be given regardless of the circumstances. She was very curt and lacked sympathy stating "they have to make a living". Before my dad called, we reread through the ACC Medlink contract. The cancellation policy was vague stating refunds were at the discretion of the company. It is absolutely reasonable for us to pay them for their time, crew, etc. However, to pay in full - when the 12 hr trip to Charlotte, NC never happened due to circumstances beyond our control brings more stress and heartache to an already painful situation. I am sure if we were able to use their services they would have done a fine job. However, be sure to clarify what should happen if unforeseen circumstances arise as it is unclear in their written contract. The co-owners tone and lack of sympathy was disappointing.