Re: Payments and Rate Increases

Hi Genevieve,

I understand this feels frustrating and I apologize. We are introducing
versapay which will allow clients to pay in a different way by logging into
their accounts, viewing their invoices and paying them. This form of
payment will be available next week I believe. I think what Ali was saying
was that until that time, we needed to receive payment in the old way which
is an automatic debit from your account or credit card. He gave an option
in which you could view the invoice and then we could process the card
several days later barring any concerns with it.

Does this all make sense? We are not trying to complicate things but rather
give better options to our clients for payment.

The email you screed shot from Tim is indeed the email I was referring to.
It is safe to click the link although I do understand the concern with all
the spam out there these days.

We are here to discuss anything with you should you wish to call us. Please
let us know if we can use your credit card until Versapay is up and running
next week.

Cheryl

On Tue, Apr 4, 2023 at 4:37 PM Coulombe, Genevieve <
Genevieve.Coulombe@cibc.com> wrote:

> Hi Cheryl,
>
>
>
> Unfortunately, all of this is the result of poor or lacking communication
> of your company’s part and an assumption that we, the clients, are going to
> figure out what is happening. If you are introducing changes, let us know
> what they are and what decisions we need to make for our situation.
>
> I wish you could experience it from our perspective.
>
>
>
> *Payment Method and Process*:
>
>
>
> If we can keep the same payment process, let’s do that. My understanding
> from the email from March 30th was that we didn’t need to do anything.
> Refer to the email below and the highlighted text.
>
>
>
> Then we received an email on March 31st that we needed to provide the
> credit card payment information. I opened up the PAP form and it mentions
> an additional 2% fee will be applied, which later on in another email
> became 2.5%.  Refer to this email:
>
>
>
>
>
> The reasons I wanted to switch to self-payment is because I do not want my
> dad to incur an additional fee to his already large payments. In order to
> avoid using the credit card, I’d have to sign us up for PAD which is not
> manageable since the weekly payments are unpredictable so self-serve using
> a debit card would be the best option.  – so as you can see, I am working
> hard to avoid all the obstacles your company created for us.
>
>
>
> *New Rates Communication*
>
>
>
> The only email I can find from Tim Thomas is this one. For security
> purposed whether for my work or personal email accounts, I do not
> open/click on anything in an email that is sent to me from someone I don’t
> know. I have never heard of Tim and therefore did not open this. Is this
> the communication you were referring to?
>
>
>
>
>
> In conclusion Cheryl, this is just more of the same issue we have been
> struggling with when dealing with this company.
>
>
>
> Gen
>
>
>
> This message, including attachments, is confidential and may be
> privileged. If you received this in error, please notify me by reply email
> and delete this message.
>
> Le présent message, ainsi que les pièces jointes, est confidentiel et peut
> être privilégié. Si vous l'avez reçu par erreur, veuillez m'en informer par
> courriel-réponse et le supprimer.
>
>
>
> *From:* Cheryl Cartwright <ccartwright@thekey.com>
> *Sent:* Tuesday, April 04, 2023 1:32 PM
> *To:* Coulombe, Genevieve <Genevieve.Coulombe@cibc.com>; Sylvain Coulombe
> <S.Coulombe@f5.com>; Allison Brennan <allison.brennan@thekey.com>;
> Timothy Thomas <tt@thekey.com>; Ali Malik <ali.malik@thekey.com>; Sumira
> Suthesan <sumira.suthesan@thekey.com>
> *Subject:* Payments and Rate Increases
>
>
>
> [EXTERNAL]
> ------------------------------
>
> Good Afternoon Genevieve,
>
>
>
> Allison forwarded me a few emails from you and Sylvain regarding a few
> things so I thought I would respond to both issues here in one email.
>
>
>
> I understand you are looking to change the method of payment away from
> automatic payments. While I appreciate you want to have time to review the
> invoices ahead of time we don't currently have a system that you can log
> into to pay at your leisure. We do have such a system coming but we are a
> few weeks away from inception. In the meantime we do need to receive
> payment in some capacity. Would credit card work for you until we are able
> to introduce Versapay to our Canadian clients?
>
>
>
> Regarding the price increase for live-in, letters were emailed a few weeks
> ago from Tim Thomas (cc'd here) alerting families to the new rates and date
> of initiation. This letter should not have gone to your spam folder but I
> would urge you to check there. We can resend it if you like. This increase
> comes from corporate and was company wide to all our clients. The letter
> does explain everything but we are here if you have questions about it.
>
>
>
> Please let me know if I can be of any assistance here,
>
>
>
> Cheryl
>
>
>
> --
>
> *Cheryl Cartwright*
> *Regional, Client Success, Canada *
> Home Care Assistance
> Office: 416-488-8777 <4164888777>
>
> Toronto, ON (EST)
> torontohomecareassistance.ca
> <https://urldefense.com/v3/__https:/www.torontohomecareassistance.ca/__;!!PxNGlQK5RbneE5k!Rn7faG0JeDvGvJeppUxVUojOWDbRXj_X4G7DyG1R6qXOJxOLoUz0NK7ALsoTPP2Suy4qjcnotnwzZ-UGMlAQnCNFLQOW$>
>
> ---
>
> Read Our Testimonials
> <https://urldefense.com/v3/__https:/homecareassistance.com/reviews__;!!PxNGlQK5RbneE5k!Rn7faG0JeDvGvJeppUxVUojOWDbRXj_X4G7DyG1R6qXOJxOLoUz0NK7ALsoTPP2Suy4qjcnotnwzZ-UGMlAQnDnAeQ0t$>
>
> Join Our Newsletter
> <https://urldefense.com/v3/__https:/homecareassistance.com/healthy-longevity-newsletter__;!!PxNGlQK5RbneE5k!Rn7faG0JeDvGvJeppUxVUojOWDbRXj_X4G7DyG1R6qXOJxOLoUz0NK7ALsoTPP2Suy4qjcnotnwzZ-UGMlAQnCovG-Ft$>
>
> We Are Hiring!
> <https://urldefense.com/v3/__https:/homecareassistance.com/careers__;!!PxNGlQK5RbneE5k!Rn7faG0JeDvGvJeppUxVUojOWDbRXj_X4G7DyG1R6qXOJxOLoUz0NK7ALsoTPP2Suy4qjcnotnwzZ-UGMlAQnLlS-BOG$>
>
>
>
>
>
>
> <https://urldefense.com/v3/__https:/homecareassistance.com/__;!!PxNGlQK5RbneE5k!Rn7faG0JeDvGvJeppUxVUojOWDbRXj_X4G7DyG1R6qXOJxOLoUz0NK7ALsoTPP2Suy4qjcnotnwzZ-UGMlAQnNZY0-Iu$>
>
> *Champions of Longevity*
>
> ccartwright@homecareassistance.com
>
> ATTENTION : This email originated outside your organization. Exercise
> caution before clicking links, opening attachments, or responding with
> personal information.
> ------------------------------
>


-- 
*Cheryl Cartwright*
*Regional, Client Success, Canada *
Home Care Assistance
Office: 416-488-8777 <4164888777>
Toronto, ON (EST)
torontohomecareassistance.ca <https://www.torontohomecareassistance.ca/>
---
Read Our Testimonials <https://homecareassistance.com/reviews>
Join Our Newsletter
<https://homecareassistance.com/healthy-longevity-newsletter>
We Are Hiring! <https://homecareassistance.com/careers>
<https://homecareassistance.com/>
Champions of Longevity
ccartwright@homecareassistance.com