Complaint·May 30, 2023

On 3/17/2023, RP informed Administrator Santiago that PR1 would not be moving into the facility. Administrator stated to RP that a refund would be issued for $2,500 and $500 would be withheld to cover the costs of a preassessment conducted by Administrator Santiago which was conducted on 3/8/2023 in PR1 and RP’s private home. Records reviewed revealed RP attempted contact inquiring about the issuance of the refund with Administrator Santiago on 4/25/2023, 5/7/2023, 5/9/2023, 5/17/2023, 5/21/2023, and 5/22/2023. Administrator Santiago confirmed contacts by RP on 5/9/2023, 5/17/2023, and 5/22/2023. Records reviewed revealed an email exchange between Administrator Santiago, Sanket Patel, Corporate Associate, Accounting Dept, Pacifica Senior Living, and Tonya Crawford, Accounts Receivable Manager, Pacifica Senior Living discussing RP’s refund. On 5/25/2023, Administrator Santiago confirmed to Pacifica Senior Living corporate representatives that a preassessment was conducted and the refund amount should be $2,500. During today’s visit at approximately 3:16 pm, Administrator Santiago stated she has not received a response from the corporate office regarding RP’s deposit. Based on the interviews conducted and records reviewed, LPA determined that the Licensee should have issued a refund in the amount of $2,500 on 4/1/2023 based on the information that RP informed Administrator Santiago on 3/17/2023 that PR1 would not be moving into the facility. Moreover, based on the Refundable Community Fee Agreement dated 3/17/2023, the Licensee should have issued the $2,500 refund to RP no later than 5/11/2023—fifteen (15) days after the cancellation of the apartment hold on 4/16/2023. Therefore, the allegation that facility did not give a prospective resident a refund of the deposit paid after deciding not to move in is Substantiated at this time. Pursuant to Title 22 Division 6 Chapter 8 of the CA Code of Regulations, the following deficiency was cited (refer to LIC9099-D). Exit interview conducted. Citation issued. Due to technical difficulties, copy of report and Appeal Rights were issued via email after signatures were obtained.