--0000000000001f70c406129ebccd Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi there I just spoke with the client and yes she was upset but more around the language of the email and that she did not receive any written notice i.e. a letter in the mail from us really stating the why behind the increase. She received the first email with the rate increase but then got another email that said "unfortunately " there was a mistake and she assumed it was the rate increase but it was only about the wrong phone number. We discussed it and she is very happy with the caregiver and the service thus far so she is okay with it but very determined this had better not be an annual event. I offered to delay the increase due to the poor communication but in the end she said no it was fine so I am leaving it alone. I will mark her as someone we cannot touch for at least a year without repercussions of losing her as a client. Tim I do think follow up about no mailed letter is needed as that was the expectation from the field. Thanks for helping this client out and I think we are okay with it right no= w Sharon On Fri, Mar 1, 2024 at 11:46=E2=80=AFAM Marc Atkinson = wrote: > Hi Cathy and Sharon, > > Please see my note below regarding Vancouver client Shirley Devitt ( > https://hcavancouver.clearcareonline.ca/clients/1000000000037681/). Her > daughter/POC Deanna is not at all happy about the increase and held firm > that we have no right to increase the rate without notice. She claims > neither herself or her mother received the increase notice. She is > demanding that we only forward the both of them the original email that w= as > sent by your office containing a copy of the notice. > > =E2=80=8BI have a feeling that if we can't locate the email sent to eithe= r of > them, she is going to dispute the increase. Please let me know if I can b= e > of any further assistance here. > > Thank you! > > On Fri, 1 Mar at 2:41 PM , Shirley Devitt > wrote: > Received phone call from client's daughter/POC Deanna Devitt regarding th= e > rate increase from $39.75 per hour to $41.00 per hour. She is very angry > and upset over it. She claims neither herself or the client received any > correspondence or notice of the increase and wants to speak to management > immediately. I apologized for the lack of notice and told her that it > should have been sent to her mother's email address. She claims nothing h= as > been received. > > She does not want a copy of the notice now. She wants us to locate the > original email that was sent and have it forwarded to both herself and th= e > client. > > > 685585:611100 > --0000000000001f70c406129ebccd Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi there I just spoke with the client and yes she was = upset but more around the language of the email and that she did not receiv= e any written notice i.e. a letter in the mail from us really stating the w= hy behind the