--Apple-Mail=_4D83C84A-0391-4FB7-AC5C-871FDC7BA909 Content-Transfer-Encoding: quoted-printable Content-Type: text/plain; charset=utf-8 Do you want to offer him the day of service? How about in return for = another Yelp posting acknowledging our offer to address his concerns? Tim Thomas Home Care Assistance (Montr=C3=A9al) 4464 Ste. Catherine Ouest Westmount, Qu=C3=A9bec H3Z 1R7 Tel: 514 907 5065 <> Fax: 514 907 5067 <>=20 tthomas@homecareassistance.com www.homecareassistancemontreal.ca www.facebook.com/hcamontreal www.twitter.com/hcamontreal > On Jul 23, 2018, at 12:35 PM, Timothy Thomas = wrote: >=20 > Thanks James, >=20 > It's the first time he's made any comments about our caregiver or the = quality of the service. His story keeps evolving.=20 >=20 > We'll discuss internally. >=20 > Timothy. >=20 > On Mon, Jul 23, 2018 at 12:20 PM, James Patchett = > wrote: > Gents, >=20 > 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: >=20 > 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 = Montreal. He shared that Christine came to the home and he felt as = though all she wanted was to have them sign the contract. Mr. Citrome = asked her about some of the legal wording in the contract and about the = caregiver but according to him she did not have the answers. =20 >=20 > 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 and = started service. The first day he shared that the caregiver spent time = 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 = and take it off. Apparently she spent most of her time sitting in the = chair while she was there and later that evening is when Mrs. Citrome = determined she would no longer use the services of HCA. She apparently = left a message 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. Citrome said to her lets wait and see. >=20 > 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. Citrome = called back the next day and offered a compromise to reschedule the 3rd = day of service if HCA was not willing to refund so at least he would get = the full use of the money he paid. He was told no that it would not = happen. =20 >=20 > Overall he feels as though HCA only cares about business and money not = the clients and their care. =20 >=20 > I shared with Mr. Citrome that e