--000000000000f9be78061b124267 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Timon is the GM there. Let=E2=80=99s just let him reach out. Can you connec= t Elizabeth with him for timing so she can be on the call? On Sun, Jun 16, 2024 at 11:26=E2=80=AFAM Elizabeth Clark wrote: > If I can be on the call I=E2=80=99d like to help, and hear from them what= the > problems have been. Are these the clients where a son/daughter split the > bill and we have to call them each week and manually charge their card? > > > Pardon my brevity, Sent from my iPhone > > On Jun 16, 2024, at 4:40=E2=80=AFAM, Cheryl Cartwright > wrote: > > =EF=BB=BF > > I am going to reach back out to them. They=E2=80=99ve been a client for a= long > time and I=E2=80=99ve won them back before from billing issues. > I forgot they have two accounts so they still do have full time hours > between the two accounts. It=E2=80=99s worth it to try for sure. > > On Fri, Jun 14, 2024 at 10:42=E2=80=AFPM Elizabeth Clark > wrote: > >> Sorry for the delay, I am digging into this and will reach out with >> anything I can offer. >> >> My apologies in advance. >> >> Pardon my brevity, Sent from my iPhone >> >> On Jun 14, 2024, at 2:57=E2=80=AFPM, Timothy Thomas wrot= e: >> >> =EF=BB=BF >> >> Thanks Cheryl. I=E2=80=99m sorry it came to this. >> >> >> Tim Thomas >> Head of Canada Division >> *Please note my email has changed:* >> tt@TheKey.com >> (514) 591-9387 >> TheKey.ca >> [image: TheKey] >> >> >> On Fri, Jun 14, 2024 at 5:45=E2=80=AFPM Cheryl Cartwright >> wrote: >> >>> We used to have full time care there until they moved to LTC. Since the= n >>> we have been working two or three times a week for 7 hours or so a visi= t. >>> Over the last year I have talked them off the ledge a few times. We had= to >>> spend a lot of time fixing issues when Ali was handling billing as they >>> constantly billed the wrong account. We finally had a process worked ou= t >>> where billing was emailing their son each week to make sure they were >>> withdrawing the correct amount but I think that was messed up when we m= oved >>> to Versapay. This was the account I spoke about during that transition = to >>> make sure we didn't disrupt the process once again. >>> >>> I will speak with Mary but I feel that we have made too many mistakes >>> and broken trust beyond repair. >>> >>> -C >>> >>> On Fri, Jun 14, 2024 at 4:25=E2=80=AFPM Timothy Thomas = wrote: >>> >>>> How disappointing. How many hours did this client represent? >>>> >>>> Any chance we can salvage it? >>>> >>>> Tim Thomas >>>> Head of Canada Division >>>> *Please note my email has changed:* >>>> tt@TheKey.com >>>> (514) 591-9387 >>>> TheKey.ca >>>> [image: TheKey] >>>> >>>> >>>> On Fri, Jun 14, 2024 at 3:05=E2=80=AFPM Cheryl Cartwright >>> ccartwright@thekey.com> wrote: >>>> >>>>> >>>>> >>>>> ---------- Forwarded message --------- >>>>> From: Poulami Shah >>>>> Date: Fri, Jun 14, 2024 at 3:11=E2=80=AFPM >>>>> Subject: Fwd