Hi Timon,
Have we looked into each incident with our caregivers to determine whether
we are at fault?
At the end of the day, as a client relations matter do you want to offer a
credit for the amount requested or offer some portion of it?
Also adding Tim as an fyi.
On Thu, Dec 11, 2025 at 7:15 AM Timon Page <timon.page@thekey.com> wrote:
> Hi Steve
>
> I am hoping you can provide some advice on how to proceed with this client
> as she is also a lawyer. I will paste in the body of her email below and
> then provide context at the bottom.
>
> Good Morning,
>
>
>
> Further to our engagement with your firm we advise as follows:
>
>
>
> One of your staff (at the previous location of 111 Gracehill Crescent)
> caused damage to the toilet in the primary bathroom and I was required to
> call the plumber to fix the toilet (clogged with foreign matter) which
> resulted in a bill of $200.00 inclusive of taxes.
>
>
>
> One of your staff (at the new location 499 Carlisle Road) caused damage to
> the main floor bathroom but disposing of medical waste, including but not
> limited to “baby” wipes and other medical waste, and I was required to call
> the plumber who had to remove the toilet and snake the pipes to the septic
> system. This process took many hours, resulting in the door to the home
> remaining open (for the equipment to be hooked up to the pumper truck).
> The plumber could not advise when the medical waste was flushed down the
> toilet. The cost of this plumbing repair was in the amount of $835.00
> inclusive of taxes. This work was completed on Thursday November 27, 2025.
>
>
>
> As a result of the door being open for an extended period of time, on
> Saturday, November 29, 2025, we saw evidence of mice in the home. In the
> result, we will have spoiled food in the pantry (cost of replace is
> unknown) and we had to hire an exterminator to address the mice. The cost
> of the exterminator is $620.37 inclusive of taxes.
>
>
>
> I am prepared to work the balance down with care services.
>
>
>
> Kindly confirm your acceptance.
>
>
>
>
>
> ***HOLIDAY NOTICE***
>
> *Kindly note that our office will be closed at the end of the day on
> December 24, 2025 and will reopen on January 5. 2026. Staff will be
> checking emails intermittently on December 29th, 30th, 31st and January
> 2nd, 2026.*
>
> *Yours truly,*
>
>
>
> *Colleen Peffers, Lawyer*
>
> *PeffersLaw*
>
> *57 Martin Street*
>
> *Milton, Ontario L9T 2R1*
>
>
>
> *Phone: (905) 592-2099 Fax: (905) 592-1829*
>
> *Email: **peffers@pefferslaw.ca <peffers@pefferslaw.ca>*
>
>
> In speaking with the careteam, both of the caregivers currently working
> with the client witness her putting wet wipes into the toilet (she has anal
> bleeding and finds it soothing from what I gather). As the client does not
> permit the caregivers to remain in the bathroom as she evacuates, they are
> not in a position to prevent this from occurring. My thought is to share
> this information with the client's daughter Colleen, deny acceptance but as
> a gesture of goodwill, credit her account for the initial $200 cost. Fyi,
> we were in the first home once, for approx. 4 hrs, the first hour of which
> I was there as well. During that time, I witnessed the client, caregiver
> and Colleen go into the bathroom but I remained outside.
> Fyi, in a separate email received today, she has added the cost of a
> thermostat for $395.95 with no explanation. Total amount she is seeking in
> credit: $2051.32.
>
> Let me know your thoughts on how to proceed.
>
> Best regards,
> * Timon Page *
> General Manager, Ontario
> timon.page@thekey.com
> Mobile: (437) 223-0841
> TheKey.ca <https://thekey.com/>
> <https://thekey.com/>
>
>