Complaint·May 29, 2024

On 03/20/2024, Licensing Program Analyst (LPA) Brian Phillips conducted a facility site visit from 10:30am to 12:30pm to investigate the complaint allegation. During this investigation visit, LPA interviewed Staff, Resident(s), and conducted record review of requested and received facility documentation pertinent to the allegation in the complaint. LPA received and reviewed the Schedule of Monthly Fees for the facility which indicates what is included in the monthly fee, and additional fee services available. LPA conducted record review of the resident admission agreement with the facility which details resident fees. According to the admission agreement on late fees, if monthly fees are not paid in full on or before the fourteenth (14 th ) day of the month, the resident agrees to pay a late fee of $50.00 per delinquent monthly invoice. Additionally, any monthly fees which are not paid with fourteen (14) days after the date they are due shall bear interest at maximum legal rate from the due date until paid. LPA requested and received a copy of the facility Resident Handbook, that includes a section for residents on Billing and Finances. This provides a general overview of the billing process and recourses available to residents. A monthly statement is delivered to a resident on or before the first (1 st ) of the month, detailing expenses. Through interviews conducted by LPA, staff stated they believe there were erroneous dates for Resident 1 (R1)’s payment as well as incorrect billing Statements. However, a billing statement indicating that the bill was paid on time was never shared with the LPA. Staff interviewed by LPA indicated that any late fee accrued by the resident was waived due to the concerns raised by the resident, but did not admit or state any error made on billing dates or references to incorrect billing statements. On 03/20/2024, LPA received documentation pertinent to the allegation in the complaint investigation. Based on record review, the facility waived all late fees incurred to the resident including the late charge fee as well as a late charge interest fee. As both fees were waived by the facility, no additional fee was charged to the resident. Continued on 9099-C Because the facility waived both fees disputed, the facility did not charge a resident any fee not listed in the admission agreement. Additionally, late charge fees and late charge interest fees are both listed fees in the resident admission agreement. Based on the information obtained, there was Insufficient evidence to prove the allegation. Therefore, the allegation is deemed Unsubstantiated at this time. Exit interview conducted, a copy of this report was provided to the facility.