RE: Anne Kober Care - Accounting Errors

Sorry for the delayed response, Tim. Yes, ready to proceed with waiver of
the remaining balance. Given our inability to proof out the balance
entirely, there could be some margin of error in there, but I’m comfortable
with what Lisa was able to pull together.



*From:* Timothy Thomas <tt@thekey.com>
*Sent:* Friday, December 15, 2023 12:41 PM
*To:* Sharon Speirs <sspeirs@thekey.com>
*Cc:* lisa.barker@thekey.com; Dennis Fancy <dfancy@thekey.com>; Vanja
Bezdrob <vanja.bezdrob@thekey.com>; laszlo.kovacs@thekey.com;
vashon.palloo@thekey.com
*Subject:* Re: Anne Kober Care - Accounting Errors



I'm in favour of waiving the remaining balance as long as we are confident
in the number. Laszlo do you agree?



On Fri, Dec 15, 2023 at 1:02 PM Sharon Speirs <sspeirs@thekey.com> wrote:

Thank you Lisa ( and Vashon) for the work you have done to understand what
has happened and for being so generous to have The Key take on the amount
owing. I realize this has been difficult for both of you trying to
investigate the entries but we really appreciate it being resolved and that
first and foremost taking accountability for our part in the issues, it
speaks loudly to the core principles of our company and I am grateful.

I have sent the last cheque to the Station A address in Ontario so will
leave it with you to navigate the process on that.

Again

My thanks

Sharon



*Sharon, Speirs*



Canadian Staffing Manager



778 279 3634



*TheKey.ca*   <https://thekey.ca/>



[image: Image removed by sender. TheKey]













On Fri, Dec 15, 2023 at 9:09 AM <lisa.barker@thekey.com> wrote:

+Vashon



*From:* lisa.barker@thekey.com <lisa.barker@thekey.com>
*Sent:* Friday, December 15, 2023 11:09 AM
*To:* 'Dennis Fancy' <dfancy@thekey.com>; 'Vanja Bezdrob' <
vanja.bezdrob@thekey.com>; sspeirs@thekey.com; vashon.palloo@thekey.com;
laszlo.kovacs@thekey.com; 'Timothy Thomas' <tt@thekey.com>
*Subject:* FW: Anne Kober Care - Accounting Errors



Good Morning all,



Below is the request we received from Alice Knowlden which is Anne Kober’s
daughter. I have spent several hours researching this account going batch
by batch in Bambora. ClearCare starts with invoices in March 2023. I have
found the payments for the 1st 6 invoices. After that I see payments in
ClearCare, but I have no idea where they came from, they pick up again in
September 2023. I know that we are waiting for one check that has been
mailed to the lockbox and another has been brought into the office, but I
do not think it has been mailed yet. Due to all these issues the clients
have experienced, personnel changes and system changes, etc. I propose that
we accept the last check that has been mailed as final payment, and we
credit the remaining balance on the account.



I have attached the spreadsheet I put together which has highlighted items
that are showing paid in ClearCare based on the charge to account 5079 on
11/3/2023. However, I remember Carolina stating she refunded this amount as
well which would mean they owe this amount. I just don’t feel like we can
prove all of this out in a way that is not confusing and will cause more
aggravation for the client. I think we will have to acknowledge we can’t
provide all information requested due to system and personnel changes and
offer to remove the remaining balance on the account. I have attached what
we do have.



Assuming the check in the mail that we haven’t received is for Inv 201411
$727.65 and Sharon has not mailed the 4th check that was brought into the
office I would suggest that we offer to the customer to waive the remaining
balance of $5,942.48 if they accept that this would resolve the account in
full and release us from any future claims.



Thank you,





*Lisa Barker*

Manager, Accounts Receivable

lisa.barker@thekey.com

[image: Image removed by sender. TheKey] <https://homecareassistance.com/>





*From:* Alice Knowlden <aliceknowlden@gmail.com>
*Sent:* Thursday, December 14, 2023 10:57 AM
*To:* Dennis Fancy <dfancy@thekey.com>; Vanja Bezdrob <
vanja.bezdrob@thekey.com>; sspeirs@thekey.com; vashon.palloo@thekey.com;
lisa.barker@thekey.com; laszlo.kovacs@thekey.com
*Cc:* Joe Step-Father <mjsayer@hotmail.com>; Sarah Knowlden <
s.a.knowlden@gmail.com>
*Subject:* Anne Kober Care - Accounting Errors



Good morning all,



My name is Alice Knowlden, I am Anne Kober's daughter, and Joe Sayer's step
daughter. I was the one who initially researched home care for our mum and
spoke with Dennis Fancy regarding same. I was very impressed with Dennis
Fancy and he assured us that mum would get excellent care and we could
breathe easier. The care mum received was wonderful and we have nothing but
positive reviews for your care aids.



However, shortly after we started using your services, your company was
bought by The Key and all the accounting difficulties began.



Further to the emails I have been copied on, I am requesting the following
from The Key:



1. Copies of every single invoice, including the hours spent to make up the
total of that invoice, regarding Anne's care, since we started using your
company for home care;

2. Copies of every single receipt, with dates, showing what bank account,
Visa, or cheque that was used to resolve payments for invoices;

3. A copy of the spreadsheet you have provided Joe so I can cross reference
that against the invoices and receipts for payments; and

4. Copies of all email correspondence between The Key and Joe.



I will then be cross referencing all of the above with our bank statements,
visa statements, and email communications we have in our records. There
have been numerous instances of where we provided instructions for where
the invoices should be to be paid from at any given time, yet frequent
errors persisted where those instructions were repeatedly not followed. As
you may know, this resulted in The Key overdrawing monies from Joe's
account instead of the correct account and resulting in overdraft fees.



There is a clear issue with the Key's Accounting department, which has
caused pain and suffering for all of us. We also understand that we are not
the only clients of The Key that have had these issues.



It is very unfortunate that these errors occur, especially for a company
whose sole clientele are the vulnerable elderly.



I look forward to the prompt production of all of the documents I have
requested above by no later than end of day, Friday, December 15, 2023.



We hereby withdraw all authorizations previously given to withdraw money
from any bank account (Joe's, Anne's, and Sarah's), credit card accounts,
and pre-signed cheques. All appropriate invoices with the requested
breakdowns of services will be paid forthwith. Please send those to me and
Sarah Knowlden.



Please also be advised that I am a Legal Assistant at Singleton Reynolds
and they may be assisting me with this process.



Thank you very much in advance for immediate attention to these matters and
I look forward to hearing from you soon.



Best regards,

Alice Knowlden

604-786-1238




-- 

*Tim Thomas*

Head of Canada Division

*Please note my email has changed:*

tt@TheKey.com <tt@thekey.com>

(514) 591-9387

*TheKey.ca <https://www.thekey.ca/>*

[image: Image removed by sender. TheKey] <https://www.thekey.com/>