RE: Home Care Assistance follow up

Good afternoon, 

 

We are sorry to see you go. However we do respect your decision and we will cancel accounts in Toronto and Calgary.  

 

I’m assuming Oakville is part of the Toronto contract but we do not service Waterloo and Winnipeg. 

 

Cheers 

 

Bill Hildreth | Director Marketing & Business Development 

 

Answer 365

HMC Halifax Messaging Center |Allstar Communications

ComTel Communications |Truro Messaging |Breton Business Centers  

DigiPage Communications Inc.

 

Answer 365 | Head Office

2829 Agricola Street, Halifax, Nova Scotia, B3K 4E5
T (902) 493- 1403 | C (902) 209 2183 | TF (800) 701- 7774

 <mailto:bill@answer365.ca> bill@answer365.ca |  <http://www.answer365.ca/> www.answer365.ca 

 

Answer 365 | Centre de Service Français

310 Mountain Road, Moncton , New Brunswick , E1C 2M3
T (506) 857- 0944 | C (902) 209 2183 | TF (800) 701- 7774

 <mailto:bill@answer365.ca> bill@answer365.ca |  <http://www.answer365.ca/> www.answer365.ca

 

Proud recipients of the CAMX Platinum Award of Excellence for Outstanding Service, 18th year  (2003-2022)

                    

 

From: Timothy Thomas <tt@thekey.com> 
Sent: December 22, 2022 12:42 PM
To: bill@answer365.ca
Cc: Charles Terlesky <cterlesky@homecareassistance.com>; Eva Hofmann <evahofmann@answer365.ca>
Subject: Re: Home Care Assistance follow up

 

Hi Bill,

 

This email is to provide you with notice of cancellation as of January 23rd 2023 for our Toronto, Oakville, Waterloo, Winnipeg and Calgary locations.

 

Thank you,

Tim

 

 

On Tue, Dec 20, 2022 at 11:33 AM <bill@answer365.ca <mailto:bill@answer365.ca> > wrote:

Good morning, 

 

Please find reference to termination from your current contract : 

 


9. TERMINATION 


Either party may terminate this Agreement without cause upon a thirty (30) day’s written notice to the other party. In addition, either party may terminate this Agreement for uncured breach if such breach has not been cured within thirty (30) days of the breaching party’s receipt of written notice specifying the breach and demanding that it be cured.  

 

Unfortunate news , I hope we don’t come to termination given the changes and work we have done to improve and develop your services.  I was wondering if you had considered my recent offer in lieu of your request. November 09, 2022. I have never received a response to our offer of credit for new accounts. 

 

Cheers 

 

 

 

 

Bill Hildreth | Director Marketing & Business Development 

 

Answer 365

HMC Halifax Messaging Center |Allstar Communications

ComTel Communications |Truro Messaging |Breton Business Centers  

DigiPage Communications Inc.

 

Answer 365 | Head Office

2829 Agricola Street, Halifax, Nova Scotia, B3K 4E5
T (902) 493- 1403 | C (902) 209 2183 | TF (800) 701- 7774

 <mailto:bill@answer365.ca> bill@answer365.ca |  <http://www.answer365.ca/> www.answer365.ca 

 

Answer 365 | Centre de Service Français

310 Mountain Road, Moncton , New Brunswick , E1C 2M3
T (506) 857- 0944 | C (902) 209 2183 | TF (800) 701- 7774

 <mailto:bill@answer365.ca> bill@answer365.ca |  <http://www.answer365.ca/> www.answer365.ca

 

Proud recipients of the CAMX Platinum Award of Excellence for Outstanding Service, 18th year  (2003-2022)

                    

 

From: Timothy Thomas < <mailto:tt@thekey.com> tt@thekey.com> 
Sent: December 20, 2022 11:58 AM
To:  <mailto:bill@answer365.ca> bill@answer365.ca
Cc: Charles Terlesky < <mailto:cterlesky@homecareassistance.com> cterlesky@homecareassistance.com>; Eva Hofmann < <mailto:evahofmann@answer365.ca> evahofmann@answer365.ca>
Subject: Re: Home Care Assistance follow up

 

Hi Bill,

 

Could you please let me know what the cancellation policy is with our 365 contract? We are evaluating the move to a new vendor.

 

Thank you

Tim

 

On Wed, Nov 9, 2022 at 9:16 AM <bill@answer365.ca <mailto:bill@answer365.ca> > wrote:

Good morning Timothy, 

 

Thank you for you note. we appreciate your cooperation and your patience. 

 

In good faith, we would be prepared to offer you a credit of the first month base rate cost for each of the new accounts up to a maximum per account of $4999.95 reflecting the base rate of our Enterprise Canadian plan.

 

We would be pleased to continue our efforts to improve your service and to develop these new accounts with your direction. Our French service based in Moncton New Brunswick is an award winning service and will be a great fit for Montreal.   

 

Again, thank you for your observations it has given us an opportunity to coach those attendants who required additional training. In uncertain times, hurricanes, Post COVID , labor challenges we will always  do our best on your behalf. 

 

Cheers 

 


 


Bill Hildreth | Director Marketing and Business Development

 

Answer 365

HMC Halifax Messaging Center |Allstar Communications

ComTel Communications |Truro Messaging |Breton Business Centers  

DigiPage Communications Inc.

 

Answer 365 | Head Office

2829 Agricola Street, Halifax, Nova Scotia, B3K 4E5
T (902) 493- 1403 | C (902) 209 2183 | TF (800) 701- 7774

 <mailto:bill@answer365.ca> bill@answer365.ca |  <http://www.answer365.ca/> www.answer365.ca 

 

Proud recipients of CAMX Platinum Plus Award of Excellence for Outstanding Service, 17th consecutive year.  (2003-2021)

 

Answer 365 | Centre de Service Français

310 Mountain Road, Moncton, New Brunswick, E1C 2M3
T (506) 857- 0944 | C (902) 209 2183 | TF (800) 701- 7774

 <mailto:bill@answer365.ca> bill@answer365.ca |  <http://www.answer365.ca/> www.answer365.ca

 

Proud recipients of CAMX Award of Excellence for Outstanding Service, 2nd consecutive year. (2019-2021)

 

              

 


 

	

 

 

From: Timothy Thomas < <mailto:tt@thekey.com> tt@thekey.com> 
Sent: November 8, 2022 6:05 PM
To:  <mailto:bill@answer365.ca> bill@answer365.ca
Cc: Charles Terlesky < <mailto:cterlesky@thekey.com> cterlesky@thekey.com>; Eva Hofmann < <mailto:evahofmann@answer365.ca> evahofmann@answer365.ca>
Subject: Re: Home Care Assistance follow up

 

Hi Bill,

 

Before we get into that, I'm hopeful that you may issue a credit of some sort towards last month's invoices given the poor wait times and call quality we've experienced recently.

 

This acknowledgement will go a long way in helping instill some confidence in your service.

 

Thanks in advance,

Tim

 

On Tue, Nov 8, 2022 at 11:55 AM <bill@answer365.ca <mailto:bill@answer365.ca> > wrote:

Good morning Tim, 

 

I understand that Sherry and her team have been successful in accommodating your questions and have proposed solutions and updated the work being done on your account.  Which leads me to the question about the services you wish to develop moving forward. 

 

There is reference to a National Account. 

 

*	Is it your intention to have all of the billing centralized ?  All usage to be billed to a central National Account ? 

 

From my current understanding each of the units operate as a separate profit center and have a variety of service plans , Bronze, Silver and Gold as an example. 

 

*	Do you propose to move all of the plans into one billing or retain the current plans for the existing properties ? 

 

*	I am going to need current volumes or expected volumes of calls,  as well as duration of calls from the potential new properties you wish to include in the new National Arrangement. 

 

*	Hours of operation for services 24/7/365

 

*	French and English requirement? 

 

*	As requested contacts daily, weekly monthly or annually for new business entities

 

*	What times of day we can expect the greatest and lowest volumes?

 

*	Will you be switching to a National CRM or any type of web based management tool ?

 

*	If not ASAP, when is your proposed launch date for new services? 

 

It would be wonderful if we could begin the consolidation and additions in the very near future to avoid the rush at Christmas in lieu of end of year and January rush to service.  

 

Thank you for the opportunity and continued support , we look forward to receiving your information. 

 

Cheers 

 

 


 


Bill Hildreth | Director Marketing and Business Development

 

Answer 365

HMC Halifax Messaging Center |Allstar Communications

ComTel Communications |Truro Messaging |Breton Business Centers  

DigiPage Communications Inc.

 

Answer 365 | Head Office

2829 Agricola Street, Halifax, Nova Scotia, B3K 4E5
T (902) 493- 1403 | C (902) 209 2183 | TF (800) 701- 7774

 <mailto:bill@answer365.ca> bill@answer365.ca |  <http://www.answer365.ca/> www.answer365.ca 

 

Proud recipients of CAMX Platinum Plus Award of Excellence for Outstanding Service, 17th consecutive year.  (2003-2021)

 

Answer 365 | Centre de Service Français

310 Mountain Road, Moncton, New Brunswick, E1C 2M3
T (506) 857- 0944 | C (902) 209 2183 | TF (800) 701- 7774

 <mailto:bill@answer365.ca> bill@answer365.ca |  <http://www.answer365.ca/> www.answer365.ca

 

Proud recipients of CAMX Award of Excellence for Outstanding Service, 2nd consecutive year. (2019-2021)

 

              

 


 

	

 

 

 


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-- 


Tim Thomas


Head of Canada Division


Please note my email has changed:


 <mailto:Tim.Thomas@TheKey.com> tt@TheKey.com


(514) 591-9387

	

 <https://www.thekey.com/> TheKey.com


 <https://www.thekey.com/> 

 




 

-- 


Tim Thomas


Head of Canada Division


Please note my email has changed:


 <mailto:Tim.Thomas@TheKey.com> tt@TheKey.com


(514) 591-9387

	

 <https://www.thekey.com/> TheKey.com


 <https://www.thekey.com/> 

 




 

-- 


Tim Thomas


Head of Canada Division


Please note my email has changed:


 <mailto:Tim.Thomas@TheKey.com> tt@TheKey.com


(514) 591-9387

	

 <https://www.thekey.com/> TheKey.com


 <https://www.thekey.com/>