I will ask Nichole- what is the current open balance? Are you able to send
me the open invoices associated with the balance as well?
On Tue, Mar 24, 2026 at 11:05 AM Lito Delapena <lito.delapena@thekey.com>
wrote:
> Hi Laura,
>
> Please see the attached credit memo updated for the 103146 Enriched Living
> Program ERS-Deupree House customer profile. Can we apply this to their
> current open balance?
>
> Thank you,
>
> Lito Delapena
>
> Customer Contact and Collections Manager | TheKey
>
> Mobile: 619-722-8561
>
> <http://www.thekey.com>
>
>
>
> On Tue, Mar 24, 2026 at 7:57 AM Lito Delapena <lito.delapena@thekey.com>
> wrote:
>
>> Apologies as i may misunderstood the request. ill have this moved over to
>> the 103146 Enriched Living Program ERS-Deupree House and applied to the
>> open balances
>>
>> Thank you,
>>
>> Lito Delapena
>>
>> Customer Contact and Collections Manager | TheKey
>>
>> Mobile: 619-722-8561
>>
>> <http://www.thekey.com>
>>
>>
>>
>> On Tue, Mar 24, 2026 at 7:54 AM Laura Horval <lhorval@thekey.com> wrote:
>>
>>> Good Morning,
>>>
>>> This account is incorrect. It needs to be on the Enriched Living
>>> Program- ERS Deupree account. Can we adjust this?
>>>
>>> On Tue, Mar 24, 2026 at 10:51 AM Lito Delapena <lito.delapena@thekey.com>
>>> wrote:
>>>
>>>> Hi Laura,
>>>>
>>>> Attached is a copy of the credit memo as it is currently on the Key
>>>> Cleaning customer profile, there are 3 open invoices totaling $1,754.12.
>>>> Can the credit memo be applied to this balance and would you like copies of
>>>> the closed invoices to provide to Deupree House ?
>>>>
>>>> Lito Delapena
>>>>
>>>> Customer Contact and Collections Manager | TheKey
>>>>
>>>> Mobile: 619-722-8561
>>>>
>>>> <http://www.thekey.com>
>>>>
>>>>
>>>>
>>>> On Mon, Mar 23, 2026 at 11:50 AM Laura Horval <lhorval@thekey.com>
>>>> wrote:
>>>>
>>>>> Good Afternoon,
>>>>>
>>>>> Lito, do you need anything more from me?
>>>>>
>>>>> On Fri, Mar 20, 2026 at 5:33 PM Will Reid <wreid@thekey.com> wrote:
>>>>>
>>>>>> Wow! How did I do that!? Ha!
>>>>>>
>>>>>>
>>>>>> *Will Reid*
>>>>>>
>>>>>> Partner | TheKey
>>>>>>
>>>>>> Mobile: 513.707.2304
>>>>>>
>>>>>> <http://www.thekey.com>
>>>>>>
>>>>>>
>>>>>>
>>>>>> On Fri, Mar 20, 2026 at 4:39 PM Laura Horval <lhorval@thekey.com>
>>>>>> wrote:
>>>>>>
>>>>>>> Also- just wanted to make sure that it is spelled Deupree House.
>>>>>>> Thanks for all your help!
>>>>>>>
>>>>>>>
>>>>>>> On Fri, Mar 20, 2026 at 4:16 PM Laura Horval <lhorval@thekey.com>
>>>>>>> wrote:
>>>>>>>
>>>>>>>> Okay, just want to make sure we do whichever is the most seamless
>>>>>>>> and appropriate. The dates of service were Jan 2024- Nov 2025
>>>>>>>>
>>>>>>>> On Fri, Mar 20, 2026 at 3:18 PM Lito Delapena <
>>>>>>>> lito.delapena@thekey.com> wrote:
>>>>>>>>
>>>>>>>>> HI Laura,
>>>>>>>>>
>>>>>>>>> The Credit memo can be created and applied to their invoices vs
>>>>>>>>> placing a credit onto the invoice itself, ill a copy of the credit memo to
>>>>>>>>> you all once its created.
>>>>>>>>>
>>>>>>>>> Thank you,
>>>>>>>>>
>>>>>>>>> Lito Delapena
>>>>>>>>>
>>>>>>>>> Customer Contact and Collections Manager | TheKey
>>>>>>>>>
>>>>>>>>> Mobile: 619-722-8561
>>>>>>>>>
>>>>>>>>> <http://www.thekey.com>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> On Fri, Mar 20, 2026 at 9:40 AM Laura Horval <lhorval@thekey.com>
>>>>>>>>> wrote:
>>>>>>>>>
>>>>>>>>>> Hi Lito,
>>>>>>>>>>
>>>>>>>>>> Is it cleaner if we can place it on their invoice for the next
>>>>>>>>>> two weeks?
>>>>>>>>>>
>>>>>>>>>> On Fri, Mar 20, 2026 at 12:38 PM Lito Delapena <
>>>>>>>>>> lito.delapena@thekey.com> wrote:
>>>>>>>>>>
>>>>>>>>>>> HI Laura,
>>>>>>>>>>>
>>>>>>>>>>> Got it. Can you provide the service dates to which this $14K
>>>>>>>>>>> pertains? We could include a collective start and end date on the credit
>>>>>>>>>>> memo for documentation purposes
>>>>>>>>>>>
>>>>>>>>>>> Thank you,
>>>>>>>>>>>
>>>>>>>>>>> Lito Delapena
>>>>>>>>>>>
>>>>>>>>>>> Customer Contact and Collections Manager | TheKey
>>>>>>>>>>>
>>>>>>>>>>> Mobile: 619-722-8561
>>>>>>>>>>>
>>>>>>>>>>> <http://www.thekey.com>
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> On Fri, Mar 20, 2026 at 9:25 AM Laura Horval <lhorval@thekey.com>
>>>>>>>>>>> wrote:
>>>>>>>>>>>
>>>>>>>>>>>> Thanks, Lito! The credit would be placed on the Enriched Living
>>>>>>>>>>>> Program- ERS Deupree account. It would be utilized towards their current
>>>>>>>>>>>> open balance.
>>>>>>>>>>>>
>>>>>>>>>>>> On Fri, Mar 20, 2026 at 11:46 AM Lito Delapena <
>>>>>>>>>>>> lito.delapena@thekey.com> wrote:
>>>>>>>>>>>>
>>>>>>>>>>>>> Good Morning!
>>>>>>>>>>>>>
>>>>>>>>>>>>> Happy to help, would this credit memo be similar to what we
>>>>>>>>>>>>> completed for Duepree house in December, essentially refunding them
>>>>>>>>>>>>> $14,674.00 or would the credit need to be placed on the TheKey Cleaning
>>>>>>>>>>>>> customer account and utilized towards their current open balance?
>>>>>>>>>>>>>
>>>>>>>>>>>>> Thank yu,
>>>>>>>>>>>>>
>>>>>>>>>>>>> ito Delapena
>>>>>>>>>>>>>
>>>>>>>>>>>>> Customer Contact and Collections Manager | TheKey
>>>>>>>>>>>>>
>>>>>>>>>>>>> Mobile: 619-722-8561
>>>>>>>>>>>>>
>>>>>>>>>>>>> <http://www.thekey.com>
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>> On Fri, Mar 20, 2026 at 5:55 AM Timothy Thomas <tt@thekey.com>
>>>>>>>>>>>>> wrote:
>>>>>>>>>>>>>
>>>>>>>>>>>>>> @Lito Delapena <lito.delapena@thekey.com> could you please
>>>>>>>>>>>>>> assist Will with issueing this credit?
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> On Fri, Mar 20, 2026 at 8:46 AM Will Reid <wreid@thekey.com>
>>>>>>>>>>>>>> wrote:
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Tim,
>>>>>>>>>>>>>>> We are going to have to credit the DH $14,674.00 on their
>>>>>>>>>>>>>>> next March invoice. Laura has outlined the issue below. Who all needs to
>>>>>>>>>>>>>>> get this to ensure it’s handled correctly?
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> We did a recent audit of the RA billing and discovered that
>>>>>>>>>>>>>>> when a team member was off boarded and a new team member was brought on
>>>>>>>>>>>>>>> that she was not trained on adding unscheduled visits from 24/7 reports to
>>>>>>>>>>>>>>> the monthly billing report that Deupree uses to bill their residents. We
>>>>>>>>>>>>>>> did a look back of the 23 month period when these visits weren’t being
>>>>>>>>>>>>>>> added to find the missed revenue opportunity for Deupree House.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> *Will Reid*
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Partner | TheKey
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Mobile: 513.707.2304
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> <http://www.thekey.com>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>