--000000000000e4f6a6064c5ffda1 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Marc Yes, the $1000 settlement payment is rejected. Perhaps offer the 50% of the total one more time. If she goes for that, I say we take it. Best regards, * Timon Page * General Manager, Ontario timon.page@thekey.com Mobile: (437) 223-0841 TheKey.ca On Fri, Mar 6, 2026 at 1:47=E2=80=AFPM Marc Atkinson wrote: > Hi Timon, > > Thank you for the follow up and for providing this information. > > At this time, may you please confirm with certainty that the $1,000.00 > settlement payment is rejected? If so, I can call Kathy Clarke one more > time to advise her of this. If she still does not pay in full, we can the= n > go ahead with writing off the full $3,500 balance and assigning this over > to our legal partner for contingency collections. We should be able to > pursue Kathy Clarke for the full $3,500.00, since she signed the CCA and > due to there not being any service failures. > > If we are successful in collecting, we should still end up clearing more > than the $1,000.00 Kathy offered, after paying the fee to our legal > partner. > > 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 Tue, 3 Mar at 4:27 PM , Timon Page wrote: > > Hey Marc > > Both Kristal and I feel that there were no significant service failures t= o > 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 cg= s > 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 >> my 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 ther= e >> are any service-related failures that the client could use to dispute th= e >> 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 an= d 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 >> pay anymore than $1,000.00. >> >> Another option would be to write off the full balance and then send it t= o >> 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. A= s >> it stands, they still owe the remaining $3,500.00 balance for service fr= om >> 11/24-11/30/25. The invoice is attached here for your records and is >> currently at 69 days overdue. >> >> Kathy did not offer any specifics of actual instances as she had limited >> time to talk, but claims she should not pay this invoice due to many >> service related issues she had with us throughout the client's time on >> service. However, she is offering to settle for $1,000.00 because "she >> wants to make sure our CGs get paid". After speaking with her, I asked i= f >> she would be willing to settle for $1,750.00, but she declined. >> >> We could potentially go after her for the enti