--000000000000ab5a4e0571ad5041 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you. Please let me know your decision as I told him I would get back to him. James On Mon, Jul 23, 2018 at 12:35 PM Timothy Thomas wrote: > Thanks James, > > It's the first time he's made any comments about our caregiver or the > quality of the service. His story keeps evolving. > > We'll discuss internally. > > Timothy. > > On Mon, Jul 23, 2018 at 12:20 PM, James Patchett jpatchett@homecareassistance.com> wrote: > >> Gents, >> >> I spoke with Mr. Citrome this morning regarding the complaint he filed >> with the corporate office. Here is a breakdown of what he shared with m= e: >> >> He shared with me the story of how his wife was injured in Nashville and >> how she wanted help once she came home from the hospital in Montreal. H= e >> shared that Christine came to the home and he felt as though all she wan= ted >> was to have them sign the contract. Mr. Citrome asked her about some of >> the legal wording in the contract and about the caregiver but according = to >> him she did not have the answers. >> >> The next day his wife called back to the office and committed to startin= g >> care for a minimum of 3 days Wednesday, Thursday and Friday. Christine >> returned to the home and Mrs. Citrome signed the agreement and started >> service. The first day he shared that the caregiver spent time taking t= he >> boot off her foot and putting it back on to learn how to do this and tha= t >> took nearly the entire time she was there. The next day the caregiver >> returned and had already forgotten how to put the boot on and take it of= f. >> Apparently she spent most of her time sitting in the chair while she was >> there and later that evening is when Mrs. Citrome determined she would n= o >> longer use the services of HCA. She apparently left a message that nigh= t >> and followed up with an email. She realized that she agreed to three day= s >> of service and would likely be charged for that but Mr. Citrome said to = her >> lets wait and see. >> >> After receiving the bill he called and spoke with Timothy who he found t= o >> be arrogant and not accommodating on a refund for the unused day. He as= ked >> to speak with Tim Sr. but never heard back from him. Mr. Citrome called >> back the next day and offered a compromise to reschedule the 3rd day of >> service if HCA was not willing to refund so at least he would get the fu= ll >> use of the money he paid. He was told no that it would not happen. >> >> Overall he feels as though HCA only cares about business and money not >> the clients and their care. >> >> I shared with Mr. Citrome that each office is independently owned and >> operated and from our perspective we do not have any oversight into the >> operational business practices of our offices but we do have oversight i= nto >> the quality of care and the quality of the brand as it is represented by >> each office. I told him t