Complaint·September 10, 2025

T he Business Office Director (BOD) explained they suggested the responsible party donate the balance to the facility but it was not required. The BOD stated the facility's policy was to refund the resident or Power of Attorney (POA). R1's responsible party was not the POA. Therefore, they did not refund R1's resident's responsible party. The BOD stated in August of 2025 the facility changed their policy and is now refunding residents responsible party's if even if they are not the POA. The BOD stated they do not have anything in writing stating they can only refund the resident or the Power of Attorney. A review of R1's file reflected a credit statement owed as of 08/01/25 in the amount of $2649.64. A review of R1's Admission Agreement dated 05/03/22, indicated under the Refund Policy that if the agreement is terminated, the resident must vacate and remove their property. R1's agreement was terminated and R1's belongings were removed on 07/16/24, and no refund was issued. The BOD also stated the refund check was approved today and awaiting corporate signatures. The Executive Director (ED) was interviewed but unable to provide facility policy details and referred LPA to the BOD. The ED was unable to provide any details regarding why R1 was not refunded once R1's belongings were removed from the facility. Based on and interviews and record review, the preponderance of evidence standard has been met, therefore the above allegation was found to be substantiated. California code of Regulations, Title 22, Division 6 & Chapter 8 is being cited on the attached LIC 9099D. An exit interview was conducted and a copy of this report along with Licensee Rights (LIC 9058 03/22) were provided to Executive Director, Tia Suuronen-Goodwin whose signature below confirms receipt of these rights.