complaint·February 19, 2026

The investigation revealed the following: Regarding: Resident was not notified of payment made to the facility. It is alleged that the facility withdrew funds without notifying the resident. S1 and S8 deny the allegation. Staff indicated that R1 was notified verbally that R1 had an unpaid rent balance for the month of September 2025. S8, who is in charge of handling resident rent payments, indicated that S8 provided R1 with a verbal reminder that R1 still had a balance for unpaid rent for September 2025. S8 indicated that R1 was notified that a withdrawal for partial payment in the amount of $420.07 was made on 10/8/2025 after R1 verbally provided consent for S8 to move forward with the withdrawal. S8 further indicated that the withdrawal took place during a meeting with R1 in S8’s office on 10/8/2025. Interview with R1 indicated that a meeting with S8 on 10/8/25 did not happen. R1further indicated that they did not receive verbal or written notice reminding them about unpaid rent from September 2025, nor notification about the facility making the withdrawal on 10/8/25. During the investigation, it has been determined that there is not enough information to corroborate the allegation that resident was not notified of payment made to the facility. Although the allegation may have happened or is valid, there is no preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is unsubstantiated . An exit interview was conducted with Jacqueline Cortez, Executive Director, and a copy of this report was provided. The investigation revealed the following: Regarding: Payment was not authorized by resident. It is alleged that staff withdrew an additional $400 in October 2025 without authorization from R1 even though rent is automatically withdrawn each month. Interviews with S1 and S8 revealed that staff withdrew an additional $420.07 on 10/8/2025 for partial payment for September 2025 rent from R1’s account. Interview with S8, who is in charge of handling resident rent payments indicated that S8 provided R1 with a verbal reminder that R1 had a balance for the amount of $1,420.07 for September 2025 rent and therefore, R1 gave S8 verbal authorization to withdraw the money from R1’s account. S8 indicated that R1 authorized the withdrawal for the amount of $420.07 on 10/8/2025 as a partial payment for September 2025 rent and R1 agreed to pay the remaining $1,000.00 at a later time. S8 stated that S8 and R1 conducted a verbal payment plan so that R1 could pay off the remaining $1,000.00, but S8 did not document the terms of the payment plan at the time. S8 further indicated the authorization to withdraw the $420.07 from R1’s account was provided by R1 verbally, and nothing in writing was obtained from R1 to confirm the authorization from R1 to withdraw the additional $420.07 for September 2025 rent. Interview with R1 indicated that R1 did not authorize S8 to withdraw $420.07 on 10/8/2025 from R1’s account to pay off a portion of a balance for September 2025 rent. R1 indicated that R1 did not provide staff with verbal or written consent to withdraw the additional $420.07 on 10/8/2025. Interviews with R2-R9 indicated that they have no concerns with how the facility manages their rent payments. However, LPA review of payment history records indicated that on 10/6/2025, the facility processed a payment for October 2025 rent in the amount of $1,420.00 but also processed an additional payment in the amount of $420.07 on 10/8/2025. During record review, facility was unable to furnish email communications, correspondence or consent/authorization forms which would indicate that R1 authorized the additional withdrawal made on 10/8/2025 from R1’s account. Interviews and record review corroborate the allegation that staff withdrew an additional $420.07 from R1’s account without authorization. The preponderance of evidence standard has been met, therefore the above allegation is found to be substantiated . California Code of Regulation (Title 22), is being cited on the attached LIC 9099-D. An exit interview was conducted with Jacqueline Cortez, Executive Director and a copy of this report, 9099-D, and Appeal Rights was provided.