--0000000000003516c40571ad09b1 Content-Type: text/plain; charset="UTF-8" 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 me: 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. He shared that Christine came to the home and he felt as though all she wanted 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 starting 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 the boot off her foot and putting it back on to learn how to do this and that 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 off. 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 no longer use the services of HCA. She apparently left a message that night and followed up with an email. She realized that she agreed to three days 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 to be arrogant and not accommodating on a refund for the unused day. He asked 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 full 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 into the quality of care and the quality of the brand as it is represented by each office. I told him that I could not guarantee a change in the results but I would reach out to the both of you to see if his proposed compromise would be something you would consider as I do not recall Timothy sharing this as part of our conversation on the matter. The way I see it is this guy is one of those guys that will keep pushing and try very hard to create a negative impact on the brand and your business and I am not sure it is worth sticking it to him over a day of service. Though he was rude in his handling of this and legally you have the right to not supply him with service for the third day it may be in your best interest t