--0000000000003b36c7064c255dcc Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hey Marc Both Kristal and I feel that there were no significant service failures to warrant non-payment. Here are Kristal's comments: *No service interruptions. Mary Ann Clarke's advancing dementia and underlying mental illness (bipolar disorder) made tasks like bathing and walking challenging for us. This made Kathy particularly upset but the cgs and I held conversations with Kathy about her mental status being a challenge. It seemed like she tried to ignore that reality and instead pinned it on us "not doing our jobs". However, I noticed this was more voiced after the notice of the rate increase. * Best regards, * Timon Page * General Manager, Ontario timon.page@thekey.com Mobile: (437) 223-0841 TheKey.ca On Fri, Feb 27, 2026 at 12:29=E2=80=AFPM Marc Atkinson wrote: > Hi Timon and Kristal, > > We wanted to follow up to see if your office has had a chance to review m= y > last email from last week? > > Are we willing to accept Kathy Clarke's settlement offer of $1,000.00 or > should we assign the entire $3,500.00 over to our legal partners for > contingency collections efforts? > > If we decide to assign out to legal collections, may your office please > advise if we hold any associated risk with the client and advise if there > are any service-related failures that the client could use to dispute the > balance? > > Thank you. > > Regards, > > Marc Atkinson > Team Leader > Customer Contact & Collections Center > 866-226-1702 - Main Line > 239-264-1290 - Direct Line > marc.atkinson@thekey.com > > [image: logo-the-key.svg] > On Thu, 19 Feb at 2:55 PM , Marc Atkinson > wrote: > > Hi Kristal and Timon, > > We wanted to follow up to see if your office has had a chance to review > Kathy Clarke's settlement offer for Mary Ann Clarke's final invoice for > service from 11/24-11/30/25? > > She is offering to pay $1,000.00 of the invoice instead of the full > $3,500.00, claiming poor service and service-related issues. As Timon and= I > discussed on last week's AR meeting, there were not any significant > service-related issues and the full balance of $3,500.00 is valid. > > Based on the correspondence I have had with Kathy, she is not going to pa= y > anymore than $1,000.00. > > Another option would be to write off the full balance and then send it to > our legal partners to go after Kathy for the full $3,500.00 balance. > > Please review and let us know your thoughts. > > Thank you! > > Regards, > > Marc Atkinson > Team Leader > Customer Contact & Collections Center > 866-226-1702 - Main Line > 239-264-1290 - Direct Line > marc.atkinson@thekey.com > > [image: logo-the-key.svg] > On Thu, 12 Feb at 12:38 PM , Marc Atkinson > wrote: > > Hi Kristal and Timon, > > I just spoke to Kathy Clarke concerning former client Mary Ann Clarke. As > it stands, they still owe the remaining $3,500.00 balance for service fro= m > 11/24-11/30/25. The invoice