--0000000000006eb0f705f433285f Content-Type: multipart/alternative; boundary="0000000000006eb0f505f433285d" --0000000000006eb0f505f433285d Content-Type: text/plain; charset="UTF-8" ---------- Forwarded message --------- From: Virginia Date: Wed, Feb 8, 2023 at 11:00 AM Subject: Virginia Gillespie Client dispute To: Cheryl Cartwright Cc: Cathy Gerth , tthomas@thekey.com , lsarafan@thekey.com , nkani@thekey.com , erica@thekey.com February 8, 2023 Cheryl Cartwright Client Success Manager, Home Care Assistance 70 Richmond Street, Suite 202 Toronto, Ontario M5C 1N8 647 905-8114 Re: Client dispute with Homecare Assistance in White Rock, BC from 22/10/24 to 23/01/15 I hired Homecare Assistance just prior to my hip replacement surgery on October 19, 2022. I was in a tremendous amount of pain and very limited mobility. Today the concern in question is the failure of your fiduciary duty to inform, review and provide alternatives during my recovery as my needs changed. This duty of care suggested in your marketing material is to act and make changes on my behalf. It is not the go ahead to exploit my weakness. I did not any invoices about amounts that were accruing and being taken out of my credit union account until on December 27, 2022 when I viewed my credit union statement. Shocked, I contacted Cathy Gerth immediately and said I wanted hard copies to review as I had no printing capability and that I wanted to stop the process until things were clarified. I also asked to speak with a corporate manager. There was never a discussion of my budget cap or any regular scheduled reviews or guidance of my financial circumstances which could have occurred in regular intervals during recovery. You never discussed the alternative of live-in assistance which is $390 per day compared to $900 per 24-hour day plus taxes. 1) 4 invoices October 24- November 29, 2022 $25,648 2) 4 invoices November 21-December 18, 2022 $25,756 3) 4 invoices December 19, 2022-January 15,2023 $6144 Note: during this time frame $2000 had been deducted on the invoice dated 01-02-23 without my knowledge from confusion with scheduling caregivers. Important dates: by November 4th I had visited my surgeon for post-op meeting, spoken with my family doctor and had my first physio appointment at the clinic and was accompanied by one of your caregivers. Those notes should be in your client notebook and mark the time to review budget and scheduling options. The fees at that significant stage Nov. 4th amounted to $14,400. The total amount is $57,548. I am disputing the difference in the amount of $43,145. If, for example, I had been offered and agreed to the option of live-in care that amount could have been at least $22-24,000 less on a per day calculation. At the least, I could have explored alternate choices. My dispute is with upper management policies and procedure and not with the case manager and caregivers. I request a response to this email within10 business days, February 23, 2023 Virginia Gill