--0000000000003925400571c2959e Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Tim, I will shoot him an email and copy you on it then you can follow up with a call. Thank you, James On Tue, Jul 24, 2018 at 12:06 PM Timothy Thomas wrote: > Hi James, > > We're prepared to offer a make up shift of 4 hours to the client. Will yo= u > let him know? Or would you like me to reach out. > > Thanks > Tim > > On Mon, Jul 23, 2018 at 12:40 PM, James Patchett jpatchett@homecareassistance.com> wrote: > >> Thank you. Please let me know your decision as I told him I would get >> back to him. >> >> James >> >> On Mon, Jul 23, 2018 at 12:35 PM Timothy Thomas > tt@homecareassistance.com> wrote: >> >>> Thanks James, >>> >>> It's the first time he's made any comments about our caregiver or the >>> quality of the service. His story keeps evolving. >>> >>> We'll discuss internally. >>> >>> Timothy. >>> >>> On Mon, Jul 23, 2018 at 12:20 PM, James Patchett >> jpatchett@homecareassistance.com> wrote: >>> >>>> Gents, >>>> >>>> I spoke with Mr. Citrome this morning regarding the complaint he filed >>>> with the corporate office. Here is a breakdown of what he shared with= me: >>>> >>>> He shared with me the story of how his wife was injured in Nashville >>>> and how she wanted help once she came home from the hospital in Montre= al. >>>> He shared that Christine came to the home and he felt as though all sh= e >>>> wanted was to have them sign the contract. Mr. Citrome asked her abou= t >>>> some of the legal wording in the contract and about the caregiver but >>>> according to him she did not have the answers. >>>> >>>> The next day his wife called back to the office and committed to >>>> starting care for a minimum of 3 days Wednesday, Thursday and Friday. >>>> Christine returned to the home and Mrs. Citrome signed the agreement a= nd >>>> started service. The first day he shared that the caregiver spent tim= e >>>> taking the boot off her foot and putting it back on to learn how to do= this >>>> and that took nearly the entire time she was there. The next day the >>>> caregiver returned and had already forgotten how to put the boot on an= d >>>> take it off. Apparently she spent most of her time sitting in the cha= ir >>>> while she was there and later that evening is when Mrs. Citrome determ= ined >>>> she would no longer use the services of HCA. She apparently left a me= ssage >>>> that night and followed up with an email. She realized that she agreed= to >>>> three days of service and would likely be charged for that but Mr. Cit= rome >>>> said to her lets wait and see. >>>> >>>> After receiving the bill he called and spoke with Timothy who he found >>>> to be arrogant and not accommodating on a refund for the unused day. = He >>>> asked to speak with Tim Sr. but never heard back from him. Mr. Citrom= e >>>> called back the next day and offered a compromise to reschedule the 3r= d day >>>> of service if HCA was not willing to refu