Medical transportation is one of those services nobody researches until they suddenly need it. Below are the questions we hear most often — answered the way we'd want them answered if we were the ones asking.
NEMT stands for non-emergency medical transportation — scheduled, non-urgent rides to and from medical care. "Private pay" means the patient or their family pays directly, rather than the ride being billed through Medicaid, Medicare, or insurance. You're making a conscious trade: out-of-pocket cost in exchange for significantly better booking speed, vehicle quality, driver training, and reliability. For most Crown Care clients, the math tips once they've had one bad Medicaid-broker experience.
No. We are 100% private pay. This isn't incidental — it's structural. Medicaid broker contracts force NEMT providers into a commodity model where margins are so thin that quality becomes impossible. By stepping entirely out of that system, we can invest in drivers, vehicles, and response times that broker-dependent services cannot match.
No — and importantly, no. If you're experiencing a medical emergency, call 911. Crown Care handles scheduled, non-urgent transport: doctor visits, dialysis, chemotherapy, hospital discharges, long-distance transfers between facilities, and similar. We're not equipped or licensed for emergency response, and we'd never pretend otherwise.
All 50 US states. We have vetted vehicle partners and dedicated coordinators in every state — urban, suburban, and rural. Our coverage page has state-by-state details.
A bit of both. We operate directly in major markets and partner with rigorously vetted local transportation operators in secondary and tertiary markets. Every partner is evaluated against the same safety, cleanliness, driver-quality, and service standards — so your experience in Des Moines matches your experience in Manhattan. The concierge layer (your coordinator, dispatch) is always Crown Care direct.
24 hours is ideal — it gives us margin to assign the best possible driver and vehicle. Same-day and short-notice rides are often available, especially in major metros. For anything under 3 hours' notice, call dispatch at +1 518 666 6222 rather than using the online form.
Typically within 2 business hours. Often faster — we've seen metro confirmations land in under 15 minutes. You receive an email with driver name, vehicle year/make/model, license plate, and a direct line to the dispatcher assigned to your ride.
Yes — this is one of the most common ways clients use us. You set up the standing schedule once, and our coordinator handles the rest going forward: same vehicle type, same driver when possible, same reliability. Standing rides also get a 10% discount starting from the fourth monthly ride.
Absolutely. On the booking form, select "Booking for someone else" and provide your contact details. All communications — confirmation, reminders, post-ride text — go to you, while the passenger just needs to be ready for pickup. Family members coordinating care from out of state is one of our most common use cases.
Yes. Modifications (time, address, vehicle type) can be made up to 4 hours before pickup via dispatch. Cancellations more than 4 hours ahead are free; within 4 hours a fee of up to 50% applies. Genuine medical emergencies are almost always waived on review.
First 30 minutes of wait time are included. After that, we bill extra wait in flat per-quarter-hour increments — visible on the quote before you book, visible on the final receipt. Your driver stays with the vehicle nearby, not at the curb.
Four primary classes: luxury sedans (think late-model executive-transport vehicles), premium SUVs (3-row, extra cargo), wheelchair-accessible vans (ADA-compliant, ramp or lift), and stretcher-capable vehicles for passengers who cannot sit upright for the ride. You select the right class during booking; if you're unsure, your coordinator will recommend.
Every driver clears a criminal background check, motor-vehicle-record review, and driver-insurance verification. Beyond paperwork, we evaluate temperament and passenger handling in person — many of our drivers come from executive-transport, first-responder, or hospital-transport backgrounds. We hire for patience and discretion, not just clean driving records.
All drivers complete our passenger-assistance and HIPAA-awareness training. Drivers on wheelchair and stretcher runs receive additional securement and transfer training. None of this makes them medical professionals — if you need a medically-licensed escort in the vehicle, that's a different service, and we can coordinate it.
Yes — one caregiver or family member rides free. Additional passengers ride free up to vehicle capacity. If your aunt is bringing an emotional-support dog, mention it at booking and we'll make sure the driver has a blanket for the seat.
Every vehicle is cleaned between rides — interior wipe-down, glass treated, any visible debris handled. Quarterly deep cleans are part of our partner agreements. You will never step into a Crown Care vehicle that someone else's half-eaten breakfast is still in.
Every ride is quoted individually based on your distance, state, vehicle type, and any special equipment. There are no fixed published rates — we personalize your quote so you only pay for what you actually need. Submit a ride request and we'll call you with an exact, all-inclusive price before anything is confirmed. See our pricing page for details on the quoting process.
No. We don't do fuel surcharges, "administrative fees," or surge pricing. Tolls and airport access fees are pass-through at exact cost and shown as line items.
An authorization (not a charge) is placed when the ride is confirmed. The actual charge happens within 24 hours of ride completion, based on the confirmed final total. If the ride runs shorter than quoted, we adjust the charge down.
Yes: 10% off standing recurring rides (4+ per month), 15% off family packages (multiple rides same household in a month), volume pricing for corporate and facility accounts. All discounts apply automatically where eligible.
Yes. Mention it at booking and we'll send a vehicle with appropriate oxygen tank securement and driver training. For concentrator-dependent passengers, we coordinate with airline medical desks when the ride connects to a flight.
We have bariatric-appropriate vehicles in every region — weight capacities, reinforced stretchers, appropriate seat widths, two-person crews when needed. Please disclose weight range at booking so the right vehicle is assigned.
Yes — this is a common use case. Mention the procedure at booking so we know what to expect (post-op mobility limits, nausea possibility, discharge paperwork handling). Wheelchair or stretcher vehicle dispatched based on the discharge plan.
We handle this with particular care. Stretcher transport with a two-person crew, proper sedation accommodation if needed, coordination with the family's preferred arrival time, and genuine discretion. Please call dispatch directly for hospice coordination rather than using the online form.
We transport children with a parent or guardian present. Child safety seats provided with 24-hour notice. For specialty pediatric transfers (children's hospitals, NICU stepdown), please call dispatch so we can coordinate the right vehicle and crew.
It happens at most providers — but at Crown Care, our dispatcher reaches out to you before you notice. If the original vehicle is delayed, we dispatch a backup from our local network. If we can't get anything to you within 20 minutes of the scheduled pickup in a metro, the ride is free and we help you arrange alternate transportation to your appointment.
Tell us. Every Crown Care ride is followed up with a short check-in (SMS or email, your choice). If you had any issue — a late arrival, a driver who wasn't up to our standard, a vehicle that wasn't as clean as it should have been — we refund or credit on the spot, then investigate the failure.
Yes. Passenger and medical information stays between the coordinator, the assigned driver, and you. No data sharing with brokers, no resale, no marketing lists. Read our privacy policy for the specifics.