Thank you Brian.
*John Janiga*
Senior Accounts Receivable Specialist
*john.janiga@thekey.com <john.janiga@thekey.com>*
*408-647-7538 *
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>
On Mon, Sep 11, 2023 at 3:15 PM Brian Boxall <bboxall@thekey.com> wrote:
> This will take some time to go through.
>
> I will work on this tomorrow afternoon, and attach some feedback point by
> point where possible.
>
>
> On Mon, Sep 11, 2023 at 1:39 PM Ali Malik <ali.malik@thekey.com> wrote:
>
>> Hey John,
>>
>> Just quickly glancing the email from client, I think this is mainly
>> related to bookings.
>>
>> I am CCing Brian who can maybe assist.
>>
>> @Brian Boxall <bboxall@thekey.com> Can you look at clients email
>> regarding multiple booking charges.
>>
>> Thanks
>>
>> On Mon, Sep 11, 2023 at 2:24 PM John Janiga <john.janiga@thekey.com>
>> wrote:
>>
>>> Hello Team,
>>>
>>> Please see the email forward below. The client's payer is reporting
>>> multiple billing issues for Winnipeg client John Mortimer .
>>>
>>> Thank you,
>>> *John Janiga*
>>> Senior Accounts Receivable Specialist
>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>> *408-647-7538 *
>>> TheKey.com <https://www.thekey.com/>
>>> [image: TheKey] <https://homecareassistance.com/>
>>>
>>>
>>>
>>> ---------- Forwarded message ---------
>>> From: Carol Kos <carol.koscpa@gmail.com>
>>> Date: Mon, Sep 11, 2023 at 2:11 PM
>>> Subject: Re: Mortimer, John - Open Invoice - Please Respond
>>> To: John Janiga <john.janiga@thekey.com>
>>> Cc: Bill Mortimer <wjmortimer@gmail.com>
>>>
>>>
>>> Good Afternoon John,
>>>
>>>
>>>
>>> Thank-you for bringing the outstanding invoice to our attention. I
>>> agree that we owe for invoice no. 5747 in the amount of $550.
>>>
>>>
>>>
>>> Sorry for the delay in responding. I took this opportunity to review
>>> all invoices issued to my Dad by the TheKey (formerly Home Care
>>> Assistance). During my review of all the invoices, I found the following
>>> discrepancies which I hope that you can resolve:
>>>
>>>
>>>
>>> 1. On invoice no. 5086 dated September 16, 2022, we were charged
>>> $720 for September 6, 2022 to September 7, 2022. The daily rate charge
>>> should have been $575.
>>>
>>> 2. On invoice no. 5086 dated September 16, 2022, we were charged
>>> $720 for September 10, 2022 to September 11, 2022. The daily rate charge
>>> should have been $575.
>>>
>>> 3. On invoice no. 5317 dated November 30, 2022, we were charged
>>> twice for November 23, 2022 to November 24, 2022 – once for Kelley and once
>>> for Cecilia (2 x $575). On November 23, 2022, Kelley had a medical
>>> emergency and left caring for my Dad at approximately 4:30 pm. A neighbour
>>> friend was called to come look after my Dad who stayed until 11:00 pm.
>>> Cecilia, who had just been assigned to my Dad’s care team but had not
>>> received training yet and had not met my father yet, offered to assist that
>>> day. She arrived at 7:00 pm on November 23, 2022 and stayed until
>>> approximately 11:00 pm. I was required to go to my Dads on November 23,
>>> 2022 and spend the night. I arrived at approximately 9:00 pm. It was
>>> expected that Dorothy would arrive on the morning of November 24, 2022 at
>>> 10:00 am. I do not think we should be charged for the full 24 hours (from
>>> 10:00 am on November 23, 2022 to 10:00 am on November 24, 2022) for two
>>> people. Kelly was there for 6.5 hours and Cecilia was there for 4 hours.
>>> I would have thought we should be charged for half a day of service at most.
>>>
>>> 4. On invoice no. 5317 dated November 30, 2022, we were charged
>>> a full day for November 24, 2022 to November 25, 2022 for Cecilia. As
>>> noted in item #3 above, I spent the night of November 23, 2022 with the
>>> expectation that Dorothy would arrive on November 24, 2022 at 10:00 am.
>>> Dorothy did not show up and I was required to stay the day with my Dad
>>> until Cecilia arrived at approximately 5:00 pm. I would have thought we
>>> would have been discounted for this day as Cecilia did not work the full 24
>>> hour shift.
>>>
>>> 5. On invoice no. 5317 dated November 30, 2022, we were charged
>>> twice the daily rate for November 25, 2022 to November 26, 2022. This is
>>> the day that Cecilia was scheduled for training. Brian Boxall, theKey Care
>>> Manager, and I had agreed that theKey would cover 50% of Cecilia’s training
>>> cost and we would cover the other 50% of the cost. I would have thought
>>> Cecilia’s training cost would be based on her wages only; not at the daily
>>> charge rate.
>>>
>>> 6. On invoice no. 5337 dated November 30, 2022, we were charged
>>> twice for October 20, 2022 to October 21, 2022 (2 x $575) – once for Nancy
>>> and once for Kelley. There should only be one charge.
>>>
>>> 7. On invoice no. 5526 dated February 14, 2023, we were charged
>>> an additional $60 for February 12, 2023. We are not sure why there was a
>>> $60 charge in addition to our daily rate charge.
>>>
>>> 8. On invoice no. 5651 dated March 31, 2023, it appears the
>>> invoice is missing a daily charge ($575) for March 16, 2023 to March 17,
>>> 2023.
>>>
>>> 9. On invoice no. 5731 dated April 30, 2023, we were charged
>>> $962.50 for April 21, 2023 to April 22, 2023. The daily rate charge was
>>> $632.50. We are not sure why there is an additional charge of $330.00.
>>>
>>> 10. On invoice no. 5731 dated April 30, 2023, we were charged
>>> $1,226.50 for April 22, 2023 to April 23, 2023. Upon introducing Genevieve
>>> into the caregiver team, Brian Boxall, theKey Care Manager, was going to
>>> recalculate our fees. I think the fees for this 24 hour period should
>>> either be the daily rate or $33.00 x 24 hours.
>>>
>>> 11. On invoice no. 5731 dated April 30, 2023, we were charged
>>> $632.50 for April 24, 2023 to April 25, 2023. My Dad died in the evening
>>> on April 23, 2023. No services were received during this 24 hour period.
>>>
>>> 12. There is a withdrawal made from my Dad’s bank account in the
>>> amount of $8,970.50 on June 8, 2023 with no invoice to support the
>>> withdrawal. I would expect these monies to be returned to my Dad’s estate.
>>>
>>> I have attached copies of the invoices referenced above and a copy of
>>> my Dad’s June 2023 bank statement.
>>>
>>> Please let me know your findings after you have reviewed the account.
>>> Do not hesitate to contact me if you have questions or wish to discuss. I
>>> will call you on Monday, September 18, 2023 unless I hear from you sooner.
>>>
>>>
>>>
>>> Thanks for your attention to this matter.
>>>
>>>
>>>
>>> Sincerely,
>>>
>>>
>>>
>>> Carol Kos
>>>
>>> Ph no. 204-257-1007 (work)
>>>
>>> Ph no. 204-918-7330 (cell)
>>>
>>> On Fri, Aug 18, 2023 at 11:54 AM John Janiga <john.janiga@thekey.com>
>>> wrote:
>>>
>>>> Thank You Carol.
>>>>
>>>> Please let me know if you need any additional information.
>>>>
>>>> Best Regards,
>>>> *John Janiga*
>>>> Senior Accounts Receivable Specialist
>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>> *408-647-7538 *
>>>> TheKey.com <https://www.thekey.com/>
>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>
>>>>
>>>>
>>>> On Fri, Aug 18, 2023 at 12:44 PM Carol Kos <carol.koscpa@gmail.com>
>>>> wrote:
>>>>
>>>>> Good morning John,
>>>>>
>>>>> Thank you for reaching out. I will review our records and get back to
>>>>> you early next week.
>>>>>
>>>>> Carol Kos
>>>>>
>>>>> On Fri., Aug. 18, 2023, 7:57 a.m. John Janiga, <john.janiga@thekey.com>
>>>>> wrote:
>>>>>
>>>>>> Hello Carol and Bill,
>>>>>>
>>>>>>
>>>>>>
>>>>>> Our records indicate the invoices listed below are outstanding.
>>>>>> Please let us know the status of payment so I may update our records
>>>>>> accordingly.
>>>>>>
>>>>>>
>>>>>> Past Due Invoice
>>>>>>
>>>>>> Invoice # Invoice Date Due Date Care Logs Split Amounts Expenses
>>>>>> Mileage Taxes Total Paid Outstanding
>>>>>>
>>>>>> Mortimer, John
>>>>>> <https://hcawinnipeg.clearcareonline.ca/clients/1000000000016658/>
>>>>>> 5747
>>>>>> <https://hcawinnipeg.clearcareonline.ca/accounting/billing/receivables/invoice/5747/>
>>>>>> 05/12/2023 05/12/2023 $550.00 $0.00 $0.00 $0.00 $0.00 $550.00 $0.00
>>>>>> $550.00
>>>>>> $550.00 $0.00 $0.00 $0.00 $0.00 $550.00 $0.00 $550.00
>>>>>>
>>>>>> Please contact me directly if you have any questions or concerns.
>>>>>>
>>>>>> Thank You,
>>>>>>
>>>>>> *John Janiga*
>>>>>> Senior Accounts Receivable Specialist
>>>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>>>> *408-647-7538 *
>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>
>>>>>>
>>
>> --
>> *Ali Malik*
>> Manager - Financial Operations
>>
>>
>
> --
> Brian Boxall
>
> Client Success Manager
>
> Direct 431 887 1785
>
> Office 204 489 6000
>
>
>
>
>
> TheKey.ca <https://thekey.ca/>
>
> [image: TheKey]
>
>