--0000000000000dcdf10571c0f305 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi James, We're prepared to offer a make up shift of 4 hours to the client. Will you let him know? Or would you like me to reach out. Thanks Tim On Mon, Jul 23, 2018 at 12:40 PM, James Patchett wrote: > Thank you. Please let me know your decision as I told him I would get bac= k > 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 = me: >>> >>> He shared with me the story of how his wife was injured in Nashville an= d >>> 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 wa= nted >>> was to have them sign the contract. Mr. Citrome asked her about some o= f >>> 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 an= d >>> 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 chai= r >>> while she was there and later that evening is when Mrs. Citrome determi= ned >>> she would no longer use the services of HCA. She apparently left a mes= sage >>> 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. Citr= ome >>> 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. H= e >>> 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 th= e >>> 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