complaint·February 2, 2024

The investigation revealed the following: Regarding the allegation "Staff did not issue a refund," Record reviews indicate that R1 and R2 was refunded their community fee according to the terms of the signed admission agreement. LPA observed on page 8 Section IV(B) states, You may terminate this Agreement upon thirty (30) days written notice to the facility. Termination occurs on the later of the end of the notice period or upon the removal of all of your personal belongings. Records reviews indicate that on 09/09/23, R1 submitted a written notice that R1 and R2 would move out of the facility on 09/13/23 and the medical bed would be removed on 09/14/23. LPA observed on page 6 Section III(A)(3) states, “If you complete a pre-admission appraisal (personal service assessment), five hundred dollars ($500) of the Community Fee becomes non-refundable, with the remainder of the Community Fee (“Refundable Amount”) subject to the following refund rules: (2) Once you enter the Community, if this Agreement terminates and you leave for any reason within the second month of residency, you are entitled to a refund of sixty percent (60%) of the Refundable Amount. Record reviews indicate that R1 and R2 received a refunded community fee on 10/06/23 and the credit was applied to the account balance. Interviews with the Executive Director and Business Manager indicate that Accounting mailed the remaining credit balance on 10/10/23. Interviews conducted indicated the following: Five out of five staff interviews disagreed with the allegations. One staff member was unavailable for the interview. Five out of six residents interviewed disagreed with the allegations. Regarding the allegation "Staff did not issue a refund,” the investigation revealed that a refund was issued. The allegation may have happened or is valid, but there is not a preponderance of the evidence to prove that the alleged violation occurred, therefore the allegation is unsubstantiated. No deficiencies were cited. An exit interview was conducted. A copy of this report was reviewed and provided to the Business Manager Ashley Fernandez.