Do we get a sense of what the POC deems reasonable? I am not overly
concerned at the threat of litigation given the client wasn't harmed, but
certainly there is value in resolving this to the client's satisfaction to
avoid negative google/yelp reviews, etc.
On Thu, Jan 15, 2026 at 12:32 PM Timothy Thomas <tt@thekey.com> wrote:
> @Steve Koyanagi <skoyanagi@thekey.com> could you take a look at this? I'm
> inclined to credit the full shift.
>
> On Thu, Jan 15, 2026 at 2:09 PM Diane Mockenhaupt <dmockenhaupt@thekey.com>
> wrote:
>
>> Hi Tim and Amelia,
>>
>> Due to the litigious language in this email I would like to get Steve
>> Koyanagi's opinion. My concern is that agreeing to credit a greater sum
>> than I already approved could be construed as agreeing to the claim of poor
>> service or negligence.
>>
>> I would appreciate your thoughts?
>>
>> This was a Friday afternoon same day start. Jinny did the assessment and
>> Michelle staffed.
>>
>> We had two service issues. We had a no-call, no-show for our second
>> overnight shift, but we covered it with a fill-in. The original time of
>> the shift was 8:00 PM the fill-in was scheduled to arrive at 10:30 PM. The
>> client's daughter declined the fill-in because she was with her father and
>> stated the arrival time was too late.
>> A caregiver fell asleep during a day shift. I originally billed for the
>> time the caregiver was on shift. However, a credit was provided once I
>> learned why the caregiver was asked to leave early. This is the credit
>> referred to as not enough: 5.5 hours that caregiver was with the client.
>>
>>
>> All the Best,
>> Diane
>>
>> ---------- Forwarded message ---------
>> From: Joshua D Naber <Josh@naber1.com>
>> Date: Thu, Jan 15, 2026 at 9:44 AM
>> Subject: Re: 177299 Richard Patterson - Past due Balance $4992.00 -
>> [#1346656]
>> To: Paige Patterson <eppatterson@gmail.com>
>> Cc: Sophia Jantz <billing@thekey.com>, carter patterson <
>> pattersoncarter@gmail.com>, dmockenhaupt@thekey.com <
>> dmockenhaupt@thekey.com>, amelia.howard@thekey.com <
>> amelia.howard@thekey.com>
>>
>>
>> Hi Sophia,
>>
>>
>> Thank you for your response. Unfortunately, we find the proposed credit
>> extremely disappointing and wholly inadequate. The amount offered does not
>> even cover the cost of a single shift.
>>
>>
>> During our father’s stay, we personally witnessed one of your employees
>> asleep while on duty. The nursing staff at the facility were appalled by
>> this behavior. Under no circumstances should we be charged for that shift.
>> In addition, this incident was not isolated. We also experienced an
>> employee leaving early and a separate no call/no show. Collectively, these
>> issues represent a serious failure to meet the standard of care and service
>> that was contractually expected.
>>
>>
>> We are currently working with an attorney regarding negligence our father
>> suffered while hospitalized, and they have advised that the performance of
>> the Key may also be relevant given the documented lapses in care and
>> supervision.
>>
>>
>> Given the severity and frequency of these issues, we are requesting that
>> you take another look at this matter and return with a substantially more
>> serious and appropriate offer. In the interest of resolution, and
>> contingent upon a satisfactory outcome, we are willing to refrain from
>> naming the employee in any litigation and will not share these concerns on
>> public review platforms.
>>
>>
>> We would prefer to resolve this matter amicably and promptly, but the
>> current proposal does not reflect the gravity of what occurred. We look
>> forward to your reconsideration.
>>
>>
>> Thanks,
>>
>> Josh
>>
>>
>> Sent from my iPhone
>>
>> On Jan 14, 2026, at 4:15 PM, Paige Patterson <eppatterson@gmail.com>
>> wrote:
>>
>>
>> Hi Sophia,
>>
>> I am adding my brother and husband here as well, they will get back to
>> you shortly.
>>
>> Thank you,
>> Paige
>>
>> On Mon, Jan 12, 2026 at 9:08 AM Sophia Jantz <billing@thekey.com> wrote:
>>
>>> Hi Page,
>>>
>>> Good morning. I wanted to circle back and see if you have had the
>>> opportunity to review the adjusted invoice where we have provided a credit
>>> in the amount of $214.The past due balance is $4992.00 I have attached a
>>> copy of the credit as well as the revised invoice. May you please advise if
>>> we can proceed with processing this for payment. Thank you.
>>>
>>>
>>>
>>> Respectfully,
>>>
>>> Sophia Jantz
>>> Collections and Contact Specialist 2| TheKey
>>> Phone: 866-226-1702
>>> billing@thekey.com
>>>
>>> <http://www.thekey.com/>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> <http://www.thekey.com/>
>>>
>>> On Thu, 18 Dec, 2025 at 4:33 PM , Richard Patterson <
>>> eppatterson@gmail.com> wrote:
>>> Received phone call from former client's son-in-law/POC Josh Naber
>>> (815-793-5674) disputing a portion of Invoice 1204248, claiming very poor
>>> and unprofessional service. He did not provide any specific shift dates or
>>> CG names but claims that our CGs were falling asleep during shifts, not
>>> paying attention to the client, and advised that one CG left the shfit 6
>>> hours early without finding a replacement CG, causing the family to have to
>>> stay to watch the client. Josh also advised that the people in the facility
>>> White Hall, where the client was at, mentioned to Josh and his family that
>>> our CGs were doing a very poor joib.
>>>
>>> Josh is asking us to not charge payment for Invocie 1204248 tomorrow,
>>> until we figure out a credit to apply to the invoice. Advised Josh that we
>>> would place the invoice into a dispute status to ensure that the payment is
>>> not processed until we work with the Chicago LO to discuss a resolution.
>>>
>>> Josh also advised that they are probably going to need to change the
>>> payment method for whatever balance that needs to be paid.
>>>
>>>
>>>
>>>
>>>
>>> 1346656:611100
>>>
>>
>>
>> --
>> *Paige Patterson Naber*
>> eppatterson@gmail.com
>> (847)-254-3604
>> <#m_3014855299903127389_m_2156331909221752608_m_-3698111693221601809_m_-2301671188744026811_m_566421696054742914_SignatureSanitizer_SafeHtmlFilter_>
>>
>>