Complaint·June 3, 2024

However, the residents’ pre-admission fees were not refunded despite never moving in and not signing an admission agreement. Residents’ responsible party indicated they contacted the facility in May 2022, and communicated with Administrator Miriam Santiago and Regional Director Brittnee Kreymer-Austin. They were informed the facility had two rooms available, but insisted they needed to apply immediately, including paying a community fee and base cost as of May 31, 2022. Responsible party paid by credit card to hold the rooms and received the receipt by email. Resident 1 (R1) paid $3776.10 on 5/13/22 and Resident 2 (R2) paid $1726.10 on 5/12/22. The two residents never moved in, and one passed away in June 2022. Responsible party contacted Administrator and Regional Director by phone and email to state the remaining resident would not move in. Responsible party stated the June 2022 fees were abated and they were released from the rooms July going forward; however, the community (pre-admission) fee was never refunded. Administrator Santiago was interviewed on 6/29/23. Administrator indicated she personally did not take the payment for the pre-admission fee. She stated she would request they send out a refund. On 5/30/2024, facility manager confirmed the community fees for R1 and R2 should have been refunded, but they were not. Facility manager was working with their accounting department to get the refund issued. Based on the information obtained, the allegation Facility did not give a refund to a prospective residents after deciding not to move in is Substantiated at this time. Exit interview conducted, deficiency cited on 9099-D, copy of report given, appeal rights given.