Complaint·August 27, 2025

Communication was poor at best.” On 06/25/2025 LPA reviewed documentation provided by F1 that included a single email correspondence by email dated Tuesday January 30th, 2024 @ 8:00pm with Business Office Manager of Facility, Staff 1 (S1), acknowledging there was need to solve “billing issues”. LPA also reviewed documentation of billing statements for the 30 months that R1 resided in the facility. LPA noted that late fees of $100 and $250 began to appear on R1’s billing statement on 04/15/2022 which showed 8 late charges of $100 and starting 06/15/2025 there were 14 late charges of $250 beginning on 06/15/2023. Two of those late charges of $250 were refunded, the first refund was 07/15/2025, and the second was 08/15/2025, both charges were refunded the same day they were billed according to F1’s billing statement. In February of 2024, F1’s bank statement indicated alternative payment method to Rent Café’, From February 2024 through July 2024 all payments were assessed a late fee of $250. Based on the email dated 01/30/2024. Late charge totals from 04/15/2022 through 05/15/2023 of $100 totaled $800 in accessed late fees. From 06/15/2023 through 07/13/2024 there were 14 late fee charges of $250, with 2 late fee charges of $250 refunded ($500) accounting for a total of $3000 ($3500) in accessed late fees at $250. For the 30 months R1 resided in the facility there was a total late fee charge of $3800 ($4300) noted to R1’s billing statement. The email from S1 to F1 dated 01/30/2025 indicates there are billing issues accounts for a total of $2300 in late fee charges up to that date. LPA noted that facility Contact pertaining to payments reads as follows, “The Monthly Fee is payable in advance by the first (1st) day of each calendar month and is considered delinquent of not received by the fifth (5th) day of the month." Based on check book log provided by F1 which shows dates posted on checks are prior to due date and interview indicating checks were place in the mail before due date and followed up with phone calls for confirmation that checks sent by mail had been received, with no facility staff currently employed that handled mail payments available to support to the contrary. On 02/24/2025, and 05/21/2025 LPA interviewed current facility Administrator Lisa Gerr, who stated they did not have knowledge of specific billing issues prior to being an administrator. LPA reviewed billing documentation of 16 additional residents all residing at the facility during the same time period. All 16 residents resided approximately one month or less compared to R1’s 30 months as a resident, with 3 out of 16 receiving late fee charges with less than one month of being a resident at this facility. LPA attempted to contact former Business Office Manager (S1) who sent the “resolve billing issues” email but received no response. LPA noted that R1’s billing statement indicated a refund of $756.46 which notes there is a potential overbilling discrepancy of $3,043.54. At this time based on documentation and interviews, there is enough evidence support the allegation of, “Facility did not issue a refund to resident.” and is substantiated at this time. Exit interview, report read, citation issued, appeal rights and report provided.