Re: Weekly Sleep Summary for Marcelle Berlinguette

Hi Joey,

Yes Cheryl confirmed this but since he asked me about it again today, can one of you reach out to remind him of this ?

Thanks,



Maryham Levesque

Director of Clinical and Customer Services

Toll-free: (888) 667-1224

Direct line: 438-799-4409

mlevesque@joinlifeguard.com

Schedule a meeting




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________________________________
From: Joey Taylor <joey.taylor@thekey.com>
Sent: June 30, 2025 12:07 PM
To: Maryham Levesque <mlevesque@joinlifeguard.com>
Cc: Cheryl Cartwright <ccartwright@thekey.com>; Timothy Thomas <tt@thekey.com>; Kim McConnell <kim.mcconnell@thekey.com>
Subject: Re: Weekly Sleep Summary for Marcelle Berlinguette

He will not be reimbursed.
I believe we confirmed this already

On Mon, Jun 30, 2025 at 12:03 PM Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>> wrote:
Good morning Cheryl, Tim, and Joey,
I’m writing to confirm that I went to Marcelle Berlinguette’s residence and have uninstalled the equipment.
While I was there, Richard Dufour inquired about the status of his reimbursement request. I informed him that @Cheryl Cartwright<mailto:ccartwright@thekey.com> would be following up with him regarding the matter.
Please let me know if you need anything else from my end.
Best regards,


Maryham Levesque

Director of Clinical and Customer Services

Toll-free: (888) 667-1224

Direct line: 438-799-4409

mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>

Schedule a meeting




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________________________________
From: richard dufour <richarddufour1962@gmail.com<mailto:richarddufour1962@gmail.com>>
Sent: June 27, 2025 2:47 PM
To: Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>>
Cc: Cheryl Cartwright <ccartwright@thekey.com<mailto:ccartwright@thekey.com>>; Maurice Dufour <m.dufour@marianopolis.edu<mailto:m.dufour@marianopolis.edu>>; Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>>; Joey Taylor <joey.taylor@thekey.com<mailto:joey.taylor@thekey.com>>; Kim McConnell <kim.mcconnell@thekey.com<mailto:kim.mcconnell@thekey.com>>
Subject: Re: Weekly Sleep Summary for Marcelle Berlinguette

Perfect.
Thanks.

Could you confirm the refund of the payment please.

Richard


On Fri, Jun 27, 2025 at 13:28 Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>> wrote:
Hi Richard,

I will come on Monday June 30th at 11 AM.

Thank you,


Maryham Levesque

Director of Clinical and Customer Services

Toll-free: (888) 667-1224

Direct line: 438-799-4409

mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>

Schedule a meeting




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________________________________
From: richard dufour <richarddufour1962@gmail.com<mailto:richarddufour1962@gmail.com>>
Sent: June 27, 2025 1:06 PM
To: Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>>

Cc: Cheryl Cartwright <ccartwright@thekey.com<mailto:ccartwright@thekey.com>>; Maurice Dufour <m.dufour@marianopolis.edu<mailto:m.dufour@marianopolis.edu>>; Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>>; Joey Taylor <joey.taylor@thekey.com<mailto:joey.taylor@thekey.com>>; Kim McConnell <kim.mcconnell@thekey.com<mailto:kim.mcconnell@thekey.com>>
Subject: Re: Weekly Sleep Summary for Marcelle Berlinguette

Thanks.
Monday would be ideal - sometime between 10 and 2::00 pm.

Please confirm what time is best for you.

Thanks,
Richard

On Fri, Jun 27, 2025 at 11:27 Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>> wrote:
Hi Richard,

I'm available today around 3 PM.

I can also come on Monday June 30th , Wednesday July 2nd or Thursday July 3rd  at anytime that works best for your mother.

Let me know what is the most convenient for you.

Best,


Maryham Levesque

Director of Clinical and Customer Services

Toll-free: (888) 667-1224

Direct line: 438-799-4409

mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>

Schedule a meeting




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________________________________
From: richard dufour <richarddufour1962@gmail.com<mailto:richarddufour1962@gmail.com>>
Sent: June 27, 2025 9:44 AM
To: Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>>
Cc: Cheryl Cartwright <ccartwright@thekey.com<mailto:ccartwright@thekey.com>>; Maurice Dufour <m.dufour@marianopolis.edu<mailto:m.dufour@marianopolis.edu>>; Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>>; Joey Taylor <joey.taylor@thekey.com<mailto:joey.taylor@thekey.com>>; Kim McConnell <kim.mcconnell@thekey.com<mailto:kim.mcconnell@thekey.com>>

Subject: Re: Weekly Sleep Summary for Marcelle Berlinguette

Hi Maryham

Thanks for your email.
I’m not sure what was not clear in my previous messages.

Please arrange to remove your equipment as soon as possible - as previously instructed.

And please arrange for the reimbursement of fees taken from my credit card.

And please let me know if there is any ambiguity in this message.

Thanks,

Richard Dufour


On Fri, Jun 27, 2025 at 09:28 Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>> wrote:
Dear Richard,
I hope this message finds you well.
As we have not yet received confirmation regarding whether you would like to keep the equipment in place until your subscription ends on June 30th, I wanted to follow up and ensure you have all the information you need.
In the meantime, please find attached the Wellness Summary for your mother covering the past four weeks (May 23rd to June 22nd), which is included as part of your subscription.
I am truly sorry to hear that the service did not meet your expectations. Please know that your feedback is taken seriously, and I remain available at your convenience to arrange the removal of the equipment at a time that works best for you or your brother Maurice.
Thank you again for your time,
Warm regards,


Maryham Levesque

Director of Clinical and Customer Services

Toll-free: (888) 667-1224

Direct line: 438-799-4409

mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>

Schedule a meeting




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________________________________
From: Cheryl Cartwright <ccartwright@thekey.com<mailto:ccartwright@thekey.com>>
Sent: June 12, 2025 11:08 AM
To: richard dufour <richarddufour1962@gmail.com<mailto:richarddufour1962@gmail.com>>
Cc: Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>>; Joey Taylor <joey.taylor@thekey.com<mailto:joey.taylor@thekey.com>>; Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>>

Subject: Re: Weekly Sleep Summary for Marcelle Berlinguette

Good afternoon Richard,

Thank you for your patience as I discussed the charge with our leadership team.

The subscription is non-refundable. The assessment and installation were completed, and the reports provided insights into your mother's nighttime patterns, which aligns with the system's design. We also offered a solution to provide more detailed activity insights at no additional charge, which you declined.

You are welcome to keep the equipment until your subscription ends on June 30th. Please let me know if you would still like it removed right away.

I believe this system could have been a valuable tool for understanding your mother's nighttime activities and providing key insights over time. Since the first month is already paid for, you might consider continuing to use it to fully experience its capabilities.

Regards,

Cheryl

On Thu, Jun 12, 2025 at 11:10 AM Cheryl Cartwright <ccartwright@thekey.com<mailto:ccartwright@thekey.com>> wrote:
Good Morning Richard,

Let me discuss this with our Director, I will get right back to you.

@Maryham Levesque<mailto:mlevesque@joinlifeguard.com> can we arrange for the equipment to be removed as soon as possible please?

Regards,

Cheryl



On Thu, Jun 12, 2025 at 8:30 AM richard dufour <richarddufour1962@gmail.com<mailto:richarddufour1962@gmail.com>> wrote:
Hi Cheryl,

Thanks for getting back to me.

As previously mentioned, I’m currently  travelling till June 22 and difficult to reach by phone.

I’ll repeat my request:

We are not satisfied with the service that was provided and have found other means of monitoring my mom at night.

As per the offer of your colleague,Maryham (please see her email copied below) we expect a reimbursement for the amount you have charged - and would like your current equipment removed. The amount ‘committed’ was for a service that was promised and not delivered,

I’m hoping this is clear and that I do not have to repeat this again.

Please confirm.

Respectfully,

Richard Dufour



TOn Thu, Jun 12, 2025 at 1:16 PM Cheryl Cartwright <ccartwright@thekey.com<mailto:ccartwright@thekey.com>> wrote:
Hi Richard,

I've been trying to reach you to discuss the recent charge. Your subscription has been canceled; however, the payment you saw was for the first month of service, which had already been committed and paid for. This June charge is the only one you will see, as there was no billing for May.

I was hoping to discuss the possibility of you using the system for June, with the additional radar sensors installed at no extra charge. This would allow you to truly experience the full capabilities of the system. If you are still not satisfied after trying it, we will proceed with the uninstallation. Since the first month is already paid, it might be worth giving it a try.

Please let me know your thoughts on this.


Cheryl

On Thu, Jun 12, 2025 at 6:07 AM richard dufour <richarddufour1962@gmail.com<mailto:richarddufour1962@gmail.com>> wrote:
Hello,

Dear Maryham, Cherly and Kim,

Could someone please confirm receipt of this email and confirm our request.

Thanks,
Richard Dufour


---------- Forwarded message ---------
From: richard dufour <richarddufour1962@gmail.com<mailto:richarddufour1962@gmail.com>>
Date: Sat, Jun 7, 2025 at 1:20 AM
Subject: Re: Weekly Sleep Summary for Marcelle Berlinguette
To: Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>>
Cc: Cheryl Cartwright <ccartwright@thekey.com<mailto:ccartwright@thekey.com>>, Maurice Dufour <m.dufour@marianopolis.edu<mailto:m.dufour@marianopolis.edu>>, Kim McConnell <kim.mcconnell@thekey.com<mailto:kim.mcconnell@thekey.com>>


Hello,

I got a notice today of payment taken from my credit card for the service I had requested cancelled.

I had sent you messages clearly explaining that we were not satisfied with what you had provided, as it did not respect what was promised.

On May 31, Maryham sent an email stating that you would waive the charges if we did not proceed. (See attached.)

Please confirm…

1. That these charges will be reimbursed;
2. The equipment will be removed;
3. No other charges will be forthcoming.

Regards,

Richard Dufour

[cid:ii_197c197f2556e4b30441]
[cid:ii_197c197f2553adddf664]




On Sat, May 31, 2025 at 2:23 AM Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>> wrote:
Dear Richard,
Thank you for taking the time to speak with me today and for sharing your feedback so clearly. We sincerely appreciate your openness, and we want to ensure that our services align as closely as possible with your needs.
As discussed during our call, here is a summary of what we can currently offer through TheKey’s Lifeguard program:
1. Lifeguard Pro – Standard Offering ($299/month)
This is the package you are currently subscribed to. It includes:

  *
Wi-Fi motion sensing throughout the home
  *
A humidity sensor in the bathroom

With this setup, we can provide:

  *
Weekly updates
  *
A comprehensive monthly report summarizing:
     *
Nightly sleep trends (bedtime, wake-up time, number of sleep interruptions)
     *
Room-by-room activity patterns to reflect general motion trends

2. Lifeguard Pro with Fall Detection ($499/month)
This upgraded package includes:

  *
Wi-Fi motion sensing and a bathroom humidity sensor
  *
Two fall detection radars, typically placed in high-risk areas such as the bedroom and bathroom

With fall detection radar, we are able to:

  *
Detect the presence of an individual in a specific room
  *
Estimate the duration of occupancy, which is not possible with Wi-Fi motion sensing alone

That said, I want to remain fully transparent about the limitations:

  *
Presence and occupancy data can only be captured in rooms where the radars are installed.
  *
The radars must be plugged into a wall outlet, which can sometimes restrict ideal placement.

If the information initially provided gave a different impression of what the system could offer, please accept our sincere apologies. It’s never our intention to mislead, and we truly value the trust you’ve placed in us.
If these service options do not fully meet your expectations, we completely understand should you decide not to continue. Our priority is to support you and your mother in the most helpful and respectful way possible.
Please take the time you need to consider the information above. If you decide not to proceed, we will of course waive the charges for the installed equipment and coordinate an uninstall at a time that’s convenient for you.
Thank you again for your thoughtful input, and please don’t hesitate to reach out with any questions or if you’d like assistance in determining next steps.
Warm regards,



Maryham Levesque

Director of Clinical and Customer Services

Toll-free: (888) 667-1224

Direct line: 438-799-4409

mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>

Schedule a meeting




[A blue and white logo    Description automatically generated]<https://joinlifeguard.com/>



________________________________
From: richard dufour <richarddufour1962@gmail.com<mailto:richarddufour1962@gmail.com>>
Sent: May 30, 2025 3:08 PM
To: Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>>; Cheryl Cartwright <ccartwright@thekey.com<mailto:ccartwright@thekey.com>>; Maurice Dufour <m.dufour@marianopolis.edu<mailto:m.dufour@marianopolis.edu>>

Cc: Kim McConnell <kim.mcconnell@thekey.com<mailto:kim.mcconnell@thekey.com>>
Subject: Re: Weekly Sleep Summary for Marcelle Berlinguette

Hi Maryham, Cheryl and Kim,

Thanks for sending the first report from your LifeGuard monitoring program. As I explained to Maryham today, the information provided is not what we had expected.

When I had met Kim and Maryham last week, I had explained that we need to know the precise details of my mother's movements at night. This includes the number of times she gets up at night, the duration she is up each time, and where she goes during that time (bathroom, kitchen, living room). I was assured that this information would be provided.

Maryham said she might have another system available that will provide such details.. Could you confirm this - and guarantee that it will in fact provide the information we require.

If you cannot provide this alternative system, please cancel the existing set up and arrange for a reimbursement of funds paid.

I will be in Europe from the evening of May 31 to June 22, but reachable by email during my absence. If you are able to set up a different system, I can arrange for my brother to be there during the installation.

Looking forward to hearing back from you ASAP.

Thanks for your help with this.

Richard Dufour
514-804-4666


On Fri, May 30, 2025 at 11:59 AM Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>> wrote:

Dear Richard,


I hope this message finds you well.


Kim reached out to me this morning requesting a weekly summary for your mother, Marcelle Berlinguette.


Typically, our weekly updates reflect data from the previous week, which means the first report would be scheduled for next Friday, covering the current week.


However, based on our previous conversation, I understand that you’re particularly interested in daily sleep insights rather than a general weekly overview. With that in mind, I’ve prepared a more personalized summary for you. Attached, you’ll find a preview of the sleep data for the past 7 days, including bedtime, wake-up time, and the number of sleep interruptions each night.


If this format meets your needs, I’d be happy to continue sending you this detailed sleep summary every Friday morning. The broader Monthly Report would still be shared every four weeks as usual.


Please let me know if this arrangement works for you or if you’d prefer a different approach.


Warm regards,


Maryham Levesque
Director of Clinical and Customer Services
Toll-free: (888) 667-1224
Direct line: 438-799-4409
Schedule a meeting<https://d2rQ1-04.na1.hs-sales-engage.com/Ctc/W3+23284/d2rQ1-04/JkM2-6qcW6N1vHY6lZ3mjW3CMFwP4BmxB5W5G9c2t5fCxlRN7QDP7W2WzCnW6wG0C08dBcs7W2YrCDP7Z6xXGN75hnZGy3n1rW59hcS66d-gcQW3Dtfc12Km4C_VLjn5J6C927LW3cVhFR1wPfQJN1GyNf8HLBLdW5kJxDw8NFvN_W2P7Tc74mLQVfW7kGt4j9gPMhyW4wBcLJ3ys19fW3QtqJ732vJ9dW5KKq8l4JPRzXW467fpS80dWgmM8x2939GZG0W5rJJ885xghXWW6YNNCn2TCnJdW1NdVVS5XqngYf4gqN7l04>
mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>

[cid:ii_197c197f255e3a9d1b63]




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Joey Taylor

Directeur Général/General Manager

514-907-5065

TheKey.ca  <https://thekey.ca/>

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