Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ACC Medlink I scheduled a transport for my mom. She passed away a day before she was to be transported. I called to cancel and they told me there was a cancellation fee of the whole amount $8200. They had already gotten half of the charge and my bank has charged it back due to not telling me about the cancellation fee. Be aware of this company. I dont think charging someone for the services they did not get is criminal and under the circumstances of my mom passing away even more so. My bank is handling this jus be aware of bad companies preying on people and charging for services not rendered!

  Business Response

  Date: 10/23/2024

  Dear *******,
  First and foremost, please accept our heartfelt condolences on the passing of your loved one. We understand this is a difficult time for you and your family.
  Unfortunately, our company does not have control over when a family may choose to transport their loved one. However, in preparation for these services, we incur various costs, which we believe should not be passed on to other families, even in the face of unforeseen circumstances.
  To ensure that we can continue to serve all families with the utmost care and respect, cancellations are sometimes unavoidable. We always make every effort to inform families in advance when such cancellations are necessary.
  We truly appreciate your understanding in this matter and are here to assist in any way we can.

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted ACC MEDLINK on 11/13/23 in order to schedule transportation services for my brother who was in hospice. Pick up scheduled for 11/27/23 at 1 pm. Coming from ** to **. For a total charge of ****. Of which half of the total was due upon signing their contract. These funds would be released once full payment was received. The very next day I went to my bank and wired them the remaining balance for a total of ****$. Which they received on 11/14/23. Due to unfortunate and unforseen circumstances my brother ******************************* passed away on 11/15/23. I called to cancel my service not even 24 hours after payment. I understand I signed a contract but this company did nothing but collect a signature. No medical records or information regarding my brother nothing. I feel that the amount the refunded me is unfair. I believe they are running unfair business practices. They ignore my emails and are extremely rude over the phone. My brother's social worker from hospice reached out to them and he was assured I would receive a full refund but it was all a lie. They then said there was no record of that conversation nor would they agree to that! I believe this company gets by on unlawful business practices with very little professionalism, empathy, or customer service! I do not recommend this company to anyone!

  Business Response

  Date: 11/30/2023

  *****,
  We are sorry to hear about the passing of your brother, we send our deepest condolences to you and your family. Regarding your concerns about the cancellation of the transportation, our team is very transparent about our terms of payment as well as our cancellation policy. No payment is collected until a signed service agreement is submitted to us. Once this is complete, we take a fifty percent non refundable deposit which is verbally discussed as well as listed in our service agreement under "Cancellation Policy". At the moment of receiving a signed contract, we then make the arrangements promptly for your transport. If there is a cancellation for any reason, these charges are acquired for the reason that we have many moving parts to schedule transports. Our records indicate that you were sent a check from our accounting department on November 22, 2023 for the remaining amount of your transport. On Nov 29, 2023 the check ending in **** was deposited for $4,580.00. According to the signed service agreement that was returned to us, this was the amount agreed upon. Thank you for voicing your concerns. 
  
  

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20926966
  
  I am rejecting this response because:

  I would understand if I was canceling days later or even days before our scheduled transport. But, that was not the case my brother passed not even 24 hours after your company received payment. I called and let you guys know of my situation. I find it unethical and completely unfair. It was not something I could control. Yes, I did deposit the check your company sent because as you can imagine with a funeral come many costs I had to pay for. If I find no resolution for this matter here I will have no other choice than to take other legal actions to make sure your company does the right thing. Your company refused to speak to his medical team or his social worker. Your company employees rudely and unapologetically hung up on me and no one ever returned my emails. I had read some bad reviews online about your company being a scam and now I understand why! In 24 hours your company did nothing for my brother not a call to his hospice or nurse to see what attention he would even require during transport. Granted I was aware of your fees but due to his death and the time line I didn't think your company would really charge 50 percent of the cost. That is insane! I'm not looking for a full refund but I think 50 percent is a big figure considering it's 9160.00. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/05/2023

  *****,
  Our dispatch team is dedicated to customizing each transport to ensure the utmost experience for all our patients and their families. Unfortunately, unforeseen circumstances can lead to cancellations, causing disruptions and delays for other families. Upon confirmation, our dispatch team springs into action. They diligently coordinate all aspects of the transport, from securing a suitable vehicle to booking flights for our dedicated drivers and medics who will be on hand to provide the necessary care. Our dispatch team orchestrates these numerous moving parts with precision to ensure a seamless and efficient transport process. We understand that you were aware of the fees outlined in your signed contract, and we appreciate your transparency in this matter. It is our policy to apply charges consistently to all customers, and unfortunately, we cannot make exceptions for individual cases. We believe in fostering open communication and ensuring that you have all the necessary information to make informed decisions. Our commitment to being forthright about our policies is a key aspect of our dedication to customer satisfaction. We understand that transparency is crucial in building trust, and we strive to provide ample time for you to review and sign the contract. This approach is designed to empower you with a comprehensive understanding of our procedures and commitments. We acknowledge your perspective on the compensation offered. The 50% compensation aligns with our standard protocol, which is applied universally to maintain fairness. We've noted that the check sent to you has been deposited, and we hope this will help address the situation to some extent. We appreciate your understanding and want to assure you that we have processed the refund in accordance with our policies. 
  
  
  Best Regards, 

  ACC Medlink
  
  
  
  
  

  
  

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20926966
  
  I am rejecting this response because:

  While I doubt that you are doing this to act in all fairness. I dont believe that cases like my Brother's arise often.  Nor do I believe it is fair like you claim it to be. I sincerely believe your company should have exceptions. Because had I paid you with my credit card I am sure I would have been able to dispute all charges and get all funds returned! Your company is wise in the way you have the consumer choose how to pay thinking paying with a credit card is more expensive. Considering its 500$ more. Yet I come to learn it would have been the most secure way for me to protect my assets. Very smart of your company's way of working. Easy way to make money off of the consumer. You keep bring up logistics and keeping costs down. You continue to bring up the contract which you know out of good faith and due to the time-line and circumstances your company can do more. I will pursue legal action with a consumer lawyer who can help me further if your company chooses not to act differently. I am not afraid to pay a lawyer, and make sure I write a review on every single platform out there about your company's extraordinary business practices and my personal experience. I want every person who even thinks of using your services to know about my personal experience and think twice before using your services. I have read other customers who were not satisfied with your services as well. I have plenty of time to make my experience known. The public has a right to know about your way of doing business and making money the easy way.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/01/2023 I signed a contract with ACC Medlink to ground transport my elderly 96 year mother, *****************************, from her home in ******** ******* to *********************************, a nursing home in ********** **. ACC Medlink advertises using ******** ****************** vans with a hydraulic stretcher lift, and dvr with a tv for entertainment, I paid ACC Medlink a total of $9025,00 sent through Zelle payments. ACC Medlink confirmed a pick up date of 09/12/2013 at 2:00pm. On 09/12/2023 at about 2:15pm I recieved a call from the assigned on board nurse that the van they were going to use had been switched and they would be a little late, They arrived at about 4:00pm ..2 drivers and the nurse. Our home healthcare worker and I wheeled Mom out into the hot ******* sun (90+), I folded up mom's portable ramp, put it on the porch, turned up the ac, turned off the water, and shut the house up (our father died on July 15, so the home is vacant). After that, the stretcher hydraulics were not working and we had to bring Mom back in the house, and turn everything on again until the driver fixed it. It seemed to work so we went through the scenario again. The hydraulics stopped working so back in the house for the second time.After the driver and nurse made multiple calls to ACC Medlink, they got it working. Finally got on our way after 2 hours or so and made it safely to **. after 26 hours. The employees...2 drivers and nurse were excellent and compassionate and understood my frustration and trepidation. My mother has stage 4-5 advanced dementia, is wheelchair bound, and weighs about 120 pounds.,,this was very difficult for her to be out in the heat for 2 extended periods and to be wheeled back and forth, I pray that did not affect her precarious health in the coming days. Not as important but the dvr did not work and I had brought some movies to help Mom relax. I do not feel like my family...brother, sister, myself, and my Mom, received the services we paid for,

  Business Response

  Date: 09/18/2023

  Thank you for sharing your feedback regarding your recent experience with ACC Medlink. We appreciate your detailed account of your journey. We understand the importance of a smooth and comfortable journey, especially when dealing with the unique needs of elderly patients like your mother.
  
  It's worth noting that we have thousands of positive reviews from satisfied customers, which reflects our commitment to providing top-quality service. However, we acknowledge that mechanical issues can occasionally arise, as is the case with any complex equipment. Our dedicated team worked diligently to address the problems and ensure your mother's safety and comfort throughout the journey.
  

   

  
  

  Customer Answer

  Date: 09/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: Your reviews are from satisfied customers, which we are not and have no bearing on my family's complaint. My family is due a partial refund, Your vans and all systems should be tested and in good working condition before you send them out to your customers. There are regulations in ******* regarding medical transport vehicles, which is as it should be since you are transporting ill/and or elderly patients.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/18/2023

  Thank you for your response. We do perform thorough vehicle maintenance checks between trips to ensure everything is in working order. However, as you noted, despite our diligent checks, the occasional technical error can occur. Nevertheless, we are confident that we provided the services you paid for, and even though there was an initial delay due to an unforeseen mechanical issue, we were able to resolve it, and the transport proceeded comfortably.

  Customer Answer

  Date: 09/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do not believe that van #**, which was the van that you replaced with the original (for what reason I don't know) was "diligently checked" for issues as you state. There were 2 major issues,,,hydraulics were not working on the stretcher, and there was not a working dvr for a 26 hour trip....both advertised on your website. Your replies to me seem cut and pasted, and you appear to have no sympathy for my 96 year old mother who was exposed to the 90+ ******* heat twice and had to moved back inside twice. I find your lack of empathy for your clients appalling and unacceptable. I do not accept your response, and I still want a partial refund for my family, which will go towards our Mom's continued nursing care.
  

   

   

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/13/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Still waiting for a response about my complaint about the lack of medical care for my father-in-law. We were customers 8/6&7/2023 for a **** mile trip between ******************* and **************** ********. My father-in-law did not recieve the medical care that was paid for. Please let me know what you are going to do.

  Customer Answer

  Date: 09/13/2023

  Name:********************************

  Addr: ************************. **************** ** 80911

  #********

  Business Response

  Date: 09/13/2023

  I did send a response to your email on August 14th. 

  Customer Answer

  Date: 09/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, July 2nd, 2023, I was trying to hire a service for medical transport for my father-in-law for Monday, July 3rd, 2023, in reference to transporting from our residence in ********, ******** to ********, **** We electronically signed a contract from ***** on Sunday for transport on Thursday, July 6th, 2023. My father-in-law, ***********************, 93 years old, started to take a turn for the worse on the same day, Sunday, July 2nd. I called ***** back and asked again for an earlier date, preferably Monday, July 3rd. ***** called back and stated that he got the date moved to Tuesday, July 4th in the AM Hours. I thanked ***** and asked what would happen if my father-in-law passed away prior to the transport and ***** informed me that they would still honor the contract. Sadly ***** passed away on Monday, July 3rd, at 8:41 PM. I informed ACC Medlink and tried to get a refund since we had already paid $5,010.00, we even asked if they could give us a 50 % refund of $2,505.00 and were told that we didn't honor the contract since they could not transport a deceased person and therefore would not get a refund at all. We have since buried my father-in-law and the costs is enormous for my wife's family to include ours. We felt that even though we signed the contract, and they stated that if we cancelled prior to 72 hours, that we would get back 50% and that if we cancelled within 72 hours, we would not get a refund at all. We did not get a service at all and also did not in fact cancel the service, they did because ***** had in fact passed away (this was in God's hands, not ours). We really need your help to resolve this situation and ask that if you could help us in any way, it would be much appreciated and help us tremendously, especially during these times of sorrow.

  Business Response

  Date: 07/14/2023

  I have thoroughly investigated the situation and carefully listened to the recorded phone calls between you and *****. I understand that this is an incredibly difficult time for you and your family. However, it is important to note that we have a signed contract in place. As stated in the contract, if a transport needs to be cancelled within the 72-hour window, it is non-refundable. Unfortunately, this policy extends to cases where a patient passes away, as the transport would need to be cancelled. Due to legal restrictions we can not transport deceased individuals. 
  
  We acknowledge that unforeseen circumstances can arise, and we fully appreciate the complexities involved behind the scenes. It is precisely why we have this contract and a cancellation policy in place. While we are sympathetic and understanding of your situation, we must adhere to the terms outlined in the contract, which will continue to stand.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20316656
  
  I am rejecting this response because: I was told by *****, a representative of ACC-Medlink, on Sunday, July 2nd, 2023, when I asked the question of what would happen if my father-in-law passed away, his response was that they would still honor the contract. When I sent this into your company, you only sent back ******* response not the question that I asked him prior to his response. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/17/2023

  As I mentioned, the recorded phone calls confirm that ***** did not state that we would transport a deceased patient. Instead, he agreed to honor the contract and proceeded with arranging the transport on the earliest available date he could secure for you. After carefully listing to the phone conversation, it is evident that ******* response was in relation to honoring the contract and proceeding with the transport on the 4th. There was no specific confirmation or discussion regarding transporting the patient in the event of their passing. Again we do not have a license to transport deceased patients. 

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20316656
  
  I am rejecting this response because if you add my question prior to ******* response the question was, "what would happen if my father-in-law passes away prior to the transport, you stated that ******* response was "We would honor and proceed with arranging the transport on the 4th". Any reasonable person would believe that to mean that you would still honor the contract. We paid $5,010.00 for NO SERVICE. As you can see, nothing in the contract states anything about someone passing away prior to transport and since you transport normally those that are in grave condition, it should have been in the contract. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm 81 and was transported on 4-17/18 from ****, ** to *********, ** by ACC Medlink. The van broke down around Bakersville, CA and an alternative transport was arranged after about 4 hours. The alternative transport was smaller with a smaller stretcher which left my arms dangling off the sides and one arm was pinched against the van, so I had to hold my arms up the whole second half of the trip. Also, my foot was pinched against a gas canister. I was supposed to arrive at 9:00 am and did not arrive until about 1:00 pm, the facility was never notified of the delay and was waiting the whole time. The attendant on the first half of the trip slept and ate/drank the available snacks and provided no care or offered any snacks to me. The attendants on the 2nd half of the trip both rode up front and provided no care. I arrived hungry, exhausted, and covered with f**** as I was not properly cared for on the second half of the trip. The care givers that received me were appalled at my condition.ACC Medlink said they would send me $500 for compensation but the service they provided was nowhere near what they advertise, and I believe bordered on abuse. People should be aware their agreement does not cover what they advertise.

  Business Response

  Date: 06/02/2023

  Unfortunately, unforeseen mechanical issues can occur despite our best efforts to prevent them. In an ideal situation, such occurrences would be nonexistent, but, they are sometimes unavoidable. When faced with a breakdown we secured suitable accommodation for the patient and arranged for an alternative medical transport service to take over the assignment.

  After the breakdown of our vehicle, we arranged for the patient to be transferred to a comfortable hotel room where they could rest until alternative transportation arrived. The hotel provided a suitable bed for the patient during this interim period. Within an hour, Pro & Safety Transport arrived to safely transport the patient to their final destination. We made every effort to ensure the patient's comfort and safety during this transition.

  In order to ensure the prompt and safe arrival of the patient at their final destination, we took proactive measures beyond the standard practice of waiting for another vehicle from our fleet. Recognizing the importance of timely transportation, we arranged for an alternative transport service, Pro & Safety Transport, to promptly and securely transfer the patient. This decision was made to minimize any further delays and prioritize the patient's well-being. Our primary objective was to ensure a swift and safe journey for the patient, even if it required engaging another transportation provider.

  Although we cannot comment on the specific details of the other company's transport, we have documentation indicating that the patient was offered food and snacks, which were declined while on our transport.

  As part of our advertised services, we took the responsibility to reach out to a different company that operates an entirely separate fleet of vans from ours due to the breakdown. We also made an effort to compensate for the transport delay by offering a refund, but this offer was initially declined by the family.

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20125224
  
  I am rejecting this response because: I did not get the service that was promised, regardless of the documentation I did not receive food and I did not decline food.  I understand this will probably not go anywhere because of lack of documentation but the public should know this company's service does not reflect what they advertise.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/15/2023

  To ensure transparency and accuracy, we maintain detailed documentation of every transport, capturing every moment as it unfolds. In the event of a breakdown during the journey, we made the necessary decision to arrange an alternative medical transport service to ensure the patient's urgent needs were met. Although we offered a partial refund on behalf of the other service provider, whom we have no affiliation with, we understand that the family initially declined this refund. 

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company claims to be a ************************* which means they're supplying ************ .you are putting the care of your loved ones in their hands and you are paying them $16,500 to medically take care of your family member properly .our experience is they did not! ACC medlink with hired to transport my 91-year-old father by motor vehicle from ********** to florida. A 42-hour ride. My father is on medication for his heart Etc. the *** did not verify any medications when picking up my father. he didn't even check to make sure he had enough medication or the proper medication to dispense as per the doctor's ****** in addition to that , he had another patient's narcotics with my fathers meds.The doctor had instructions that the *** should passively exercise my ************* and legs every 2 hours so not to get blood clots. the notes were in the chart. the *** had them.the *** did not know what it meant . he wrote me a text and said "I thought that meant that your father had involuntary movement of his arms and legs. " They never fed my father. there were notes given to the office staff stating that my father does not eat fast food ( ie: ********** Etc) Dad likes to eat healthy food. Office ************* me that they could pull over and pick up healthy food curbside .They did not stop at any healthy curbside pickup restaurant. The only thing they fed my father for 42 hours was a half a barbecue chicken sandwich.the office managers response to that was "we can't make your father eat."Barely changed my father's adult briefs. the law is check it every 4 hours if wet change it. my father's clothes reaked of urine so bad we kept soaking them and washing them and soaking them and washing them to get. *** wrote in a text that he only changes my father's adult brief four times in 42 hours.

  Business Response

  Date: 02/10/2023

  At ACC Medlink, we value the feedback from our customers and appreciate them reaching out regarding their concerns. We understand the importance of providing high-quality services to our customers' loved ones and we take all complaints seriously. That being said, in a time of heightened emotions for a family, we understand that it is very stressful to move a family member across the country without accompanying them during the transport. Our highly qualified medical professionals on-board with the patients are there to keep them comfortable and in good health. Upon our arrival to pick up the patient for transport, the licensed medical professional assigned to provide care for this particular patient verified the prescriptions given by the facility. This was done to ensure that they supplied the appropriate amount of medication for the country-wide transport. The facility told our medic that additional leftover medication from when the patient was initially admitted to the facility was also included in the bag. Our records indicate that the patient was administered their proper medications at the required times during the transport. Any additional medications that *** have been included in the bag by the facility are not within our purview and were not administered to the patient. There was an initial misinterpretation of the doctors orders in regard to passively exercising the patient, which was promptly corrected by the medical professional on-board. As for meals, our records prove that the patient was fed during the transport, when requested, and was continuously offered different options for meals and beverages, which they declined on several occasions. Patients are highly encouraged by our medical professionals to maintain a healthy intake, but are not forced to eat or drink during their transport, as it is their right. The medic ensured that the patient maintained proper mental status in order to rule-out malnourishment. Additionally, the *** continuously monitored the hygienic condition of the patient regarding their output and followed medical protocol in order to guarantee that the patient received the highest level of care available. The monitoring and changing of the patient's briefs was performed in accordance with medical guidelines and as needed. All services that were agreed upon during contracting were provided for the patient. Based on our evaluation of the transport, PCR, and statement from the respective medical professional, we believe that there is no need for an adjustment in billing.

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19314171
  
  I am rejecting this response because:
  

  I have 10 screenshots of yext messages between *** abd myself to Prove what the instructions were versus what the *** did.

  False statements in the *** MEDKINK response.

  Witnesses at the end facility who saw and were given a bag of narcotics the *** took from original facility proving *** did not check meds that were given to him at 1st facility. 

  Sincerely,
  
  *********************************

  Business Response

  Date: 02/14/2023

  ACC Medlink medical professionals ensure that the patient is their top priority from the very beginning when first meeting up until their final destination. This includes ensuring the patient is comfortable and gets their full attention upon introduction. During this time ACC Medlink medical professionals rely on the sending facility nurses and staff to send along all patients medications, and belongings. If there is ever a situation where they did not do their part then our medical professional ensures it is solved immediately. All correct medications were sent along therefore there was no issue with the patient receiving their correct medications. During transportation our patients are comfortable most choosing to rest for a majority of the transportation. If a medical professional is told to not disturb the patient and let them to continue to be relaxed and rest then they will always try to accommodate. 

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19314171
  
  I am rejecting this response because:

  It is my opinion that the company is making false or misleading comments and avoiding addressing other ones.

  For example: AccMedlink EMt stated in front of 3 witnesses that he did NOT CHECK THE MEDICINE when he left the facility in ********** to transport my dad to *******. Yet, the person at ACC Medlink stated he did. If he did check the medicines before he left the facility in ********** then how come he had a bag full of narcotics from another patient when he arrived in ******* and those medicines were turned over to the nursing director here in *******. We have pictures.

  The notes in the Acc Medlink system clearly stated to excercise my dads arms and legs every 2 hours. Yet, the *** stated he did not know what that meant (I attached a copy of the ***'s text message where he admitted this).

  In the notes in the system at Acc Medlink, it stated to change briefs every 4 hours. You have a screen shot.

  The *** stated he usually will only changes them 4-5 times in a 42 hour period.

  The person who responded for Acc medlink stated falsly that it was the patient who did not want them changed. Yet, I have the screenshot from the Acc Medlink *** stating he usually only changes it 4-5 times in 42 hours.

  I had a phone "meeting" with the staff at Acc medlink in which they asked me numerous questions about my dad, and the woman put all the notes in the computer as you can see because I previously attached 10 screenshots as proof or back up.  We discussed, blood clots, exercise arms and legs, changing briefs, my dad has aphasia and food. All the instructions were given and in the notes for the ***. As you can see from the screenshot previously.
  

  One particular comments that the person in the office documented was FOOD. We discussed my dad does NOT eat fast food. The woman told me they can pick up healthy food curbside (ie: Chef salad, eggs, toast, grilled chicken). Acc Medlink advertises medical professionals are transporting you, then this person should know what Aphasia is and what passive move arms and legs. This Medical professional *** did NOT KNOW WHAT EITHER OF THESE MEANT AND THEY DID NOT PROVIDE THE SERVICES THAT THEY AGREED TO PROVIDE.

  iF YOU NEED ME TO SEND THE 10 SCREENSHOTS AGAIN, please let me know.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* ignored all complaints about safety and tried to make everything, including communication problems that were HER fault following the complaint, into my mother's fault. She also tried to make the failure of safety issues during the transport my mother's fault as though it was my mother's job to care for me throughout the transport. My mother is 72 and was simply a passenger, not a carerer. ACC Medlink was hired to be the care team. We paid $7,000 for slipshod work from an inexperienced and uncaring crew. Now ******* is unwilling to work to remedy their shortcomings. She won't even apologize. She's definitely bent on making this anyone else's problem but hers, saying things like "we'll see" and other vague, non-committal phrases. We'd honestly like a partial refund for the transport as only driving the van by one awake crew member out of three was provided and absolutely nothing else. This was a medical transport for me, a heart patient, and the stress that they've been putting us through over the past month has been absolutely horrible because the point of hiring them was to keep stress at a minimum. They clearly do not care about that. I wasn't taking care of in any way by the crew. They even had my mom standing in a moving vehicle to give them directions when we needed to make a stop at the emergency room. The first time we used them was great. The second time was negligent at best. We're never going to use them again and they've lost out on at least two more transports that I had planned to hire them for. They have the emails of the complaints. Don't use this business. You might get a really good crew one time and a really terrible one another. And then the owner's daughter will tell you that the difference between them is "personalities". I don't even know the name of the medic who was supposed to be watching me but I do know that she was asleep the whole time.

  Business Response

  Date: 08/27/2024

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We have reviewed your case and addressed your concerns when you initially called. We understand that you feel we did not meet your expectations, and we take your feedback seriously.
  
  Our team was hired to provide safe and professional transport, and we always strive to meet those standards. We have noted your experience and will continue to work on improving our services.
  
  Sincerely,