complaint·June 2, 2025

Interviews with R1 and outside sources revealed that R1 and their responsible party had multiple discussions with facility management, including the Executive Director (ED) regarding refunding one of the payments. Review of email communication between facility staff and the facility corporate office revealed that on 5/6/2025, the Business Office Manager sent an email to the corporate billing office explaining the situation including that R1’s responsible party had requested a refund check, not a credit to their billing account, and that the facility was requesting a refund of one of the payments. Between 5/9/2025 and 5/16/2025, the ED sent multiple emails requesting follow-up on the refund request for R1 with no response from the corporate office. On 5/20/2025, the basic service rate for June 2025 posted in the facility’s electronic billing system, which automatically applied the overpayment for May 2025 to the June charges. Emails from the corporate office on 5/21/2025 stated that because the June charges had already been added to the billing system and R1’s financial ledger showed a balance of $0, the facility was unable to refund R1’s overpayment from May 2025. As of 6/2/2025, the facility has not issued R1 or their authorized representative a refund check for the overpayment for May 2025. Facility management did not deny during interviews that the facility received two payments for R1’s basic service rate for the month of May and that R1’s account showed an overpayment between 5/6/2025 and 5/20/2025. Review of R1’s admission agreement signed 3/27/2025 revealed that according to the facility’s refund policy regarding unused portions of the monthly fee, any extra money would be refunded within 30 days of the termination of the agreement upon relocation from the facility or resident death. However, R1’s agreement was still valid as of 6/2/2025, since R1 had not relocated from the facility or had died. Review of regulations did not reveal any regulations that would require the facility to issue a refund check instead of applying the overpayment to future billing charges. The Department has investigated the above-mentioned allegation and based on interviews and records review, the preponderance of the evidence has not been met, therefore, this allegation is deemed unsubstantiated. An exit interview was conducted with Executive Director Kristel Johnson , whose signature below confirms receipt of a copy of this report and the Licensee Appeal Rights (LIC9058 3/22).