--0000000000000f7c83061b004f47 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable I am going to reach back out to them. They=E2=80=99ve been a client for a l= ong 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 wrote= : > > =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 then >> we have been working two or three times a week for 7 hours or so a visit= . >> 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 out >> 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 mo= ved >> to Versapay. This was the account I spoke about during that transition t= o >> 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 an= d >> broken trust beyond repair. >> >> -C >> >> On Fri, Jun 14, 2024 at 4:25=E2=80=AFPM Timothy Thomas w= rote: >> >>> 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: Care for Joyce Howlett >>>> To: Timon Page , Cheryl Cartwright >>> ccartwright@thekey.com> >>>> >>>> >>>> FYI >>>> >>>> ---------- Forwarded message --------- >>>> From: Mary Howlett Nero >>>> Date: Fri, Jun 14, 2024, 1:57=E2=80=AFp.m. >>>> Subject: Re: Care for Joyce Howlett >>>> To: Poulami Shah >>>> Cc: June Lapointe , Mike Nero >>>> >>>> >>>> Hi Poulami, >>>> >>>> I wanted to let you know that after a LOT of consideration and >>>> discussion, we have decided to switch care agencies for my parents Fre= d and >>>> Joyce Howlett. Since Home Care Assistance was bought by The Key, an >>>> American company, your American out-sourced