--00000000000015921106303b484b Content-Type: multipart/alternative; boundary="00000000000015921006303b484a" --00000000000015921006303b484a Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hey Folks, Looking at the summary from Timon below and points from Derek, I=E2=80=99m = going to schedule a call next week for us all to connect and align. I=E2=80=99ll be = sure to include the appropriate folks from my side so we can dig into the issues you=E2=80=99ve raised and determine if there is a gap in a process or just something we could do better. Best, *From:* Derek Gordon *Sent:* Thursday, March 13, 2025 8:10 AM *To:* Laszlo Kovacs *Subject:* Fw: Billing issues Laz, Take a look at the below- some themes that are worth addressing: 1. increasing rate of double billing (haven=E2=80=99t heard this from an= ywhere but Canada yet) - what=E2=80=99s cause here & how do we address? 2. increasing rate of bills not being received - same as #1 3. Lack of response to field inquiries / comms for process changes - how do we ensure GMs are notified of any process changes & have a clear SLA = for timeline to get issues resolved? Get Outlook for iOS ------------------------------ *From:* Timon Page *Sent:* Thursday, March 13, 2025 5:33 AM *To:* Derek Gordon *Cc:* Timothy Thomas ; Chuck Terlesky = ; Dennis Fancy ; Joey Taylor ; Sharon Speirs *Subject:* Billing issues Good morning Derek As requested on our call on Tuesday, here are examples of billing issues we have experienced recently. *Toronto*: 1. 2. Double billing has been an issue of late that has unnecessarily caused dissatisfaction with our perceived professionalism and competence= . See example below: 3. *6:08=E2=80=AFPM Gary Richmond *> wrote:* *As a guy that has been in finance and CEO of a company for 30 years, you really should talk to your IT people and accounting people regarding this.. your system should never allow the same invoice to be paid twice.. that=E2= =80=99s a basic internal* *Control that you guys should tighten up! * 2. 3. Timely resolution of billing issues. In this example, the client first reached out on January 28th:: 4. *On Sat, Feb 22, 2025 at 8:37=E2=80=AFAM Jason Andrews *> wrote:* *Hello Sophia* *Not your fault (you are clearly caught in the middle) but I am extremely ticked off with this ridiculous process and waiting for the Key to credit our account. This has been going on for 4 weeks now and over a week since your e-mail below. The Key are more than happy to continue billing my credit card weekly but don't seem to have any urgency in returning the overpayment that was as a result of The Key's billing system.* *Please escalate this immediately, I expect a telephone call or credit of our account on Monday February 24. My next move will be to block any future payments to The Key if I do not have immediate resolution.* Both of these issues have since been resolved and the reputational damage has been mitigated at the local level. *Calgary*: 1. 2.