complaint·December 30, 2025

Page 2 of 4 10/17/2024 - Department received a complaint with the above allegation. On10/24/2024 and 3/8/2025, the department conducted an initial complaint investigation. LPAs requested copies of documents, interview staff, resident and reporting party. On 10/17/2024 LPA interviewed RP during intake and stated that he/she on multiple occasions have asked to explain charges and when payments are received and how the late fees are assessed by the facility. RP stated that the record does not reflect the time payment was received and when checks were cashed by the facility On 10/25/2024, the Department conducted an initial complaint investigation and interviewed staff (S1 and S2). Based on interview S1 stated he/she is not aware of the details of the complaint but is aware that the resident (R1) was making partial payments every month which would then accrue a late fee. S2 stated R1 was accruing a late fee because he/she was not making a full complete payment that was due to the facility. S2 stated that R1 followed the post it note and not what was given to him/her by the previous finance director and did not follow the billing invoice that was sent to R1 each month. S2 stated that the fees have been reversed and refund was issued to R1 when the problem was sorted out. Based on record review, facility and R1 entered into agreement on 9/29/2022. On the admission agreement a late fee will be assessed and incurred by the R1 if payment is late or not paid in full. Based on the agreement the resident is to fulfill obligation every 5th of each month. (page 10 of the admission agreement). Stipulated on the admission agreement is the adjustment of services and changes in care services. On page 27 of the admission agreement (Appendix B) is the list of additional items/service that may incur additional cost on top of the rental fee that was required to be paid on time by the R1. R1 was given a post-it note for one of the monthly rental payment, and was also given a monthly statement of what R1 owed. The resident does not go by the statement by instead was going by the handwritten post-it note not that was given to him/her by the former Business Director. Page 3 of 4 Based on document review, the resident was being charged a late fee due to non-payment of the full amount of the rent. Based on document review - the facility has refunded all of the late fees that the resident incurred from two years ago to present. There were no charges for a service not render and charged without the resident's knowledge. On 09/04/25 the complaint findings was changed from unfounded to needs further investigation to review additional information provided by the RP and documents provided by the facility. On 07/28/25 RP submitted additional documentation for proof of payment for facility fees that R1 and R2 were charged. RP submitted canceled checks for R1 and R2 from 2023-2024 and RP alleged the facility incorrectly charged Wanderguard fee and erroneously charged fees. Documentation provided by RP was reviewed on 10/25/24, 1/16/25, 3/02/25, 07/25/25, 07/28/25, 07/29/25, 09/10/25, 09/12/25, 09/15/25, 09/23/25, 09/26/25 by LPA Yanez and LPA Partoza. The Department reviewed the documents RP provided and matched documents to the facility documents all payments made to the facility were credited to R1 and R2s account. The canceled checks provided by RP reflected payments made on R1s and R2s account were not what was due on the monthly statement record and a balance was carried over each month accruing non-sufficient fees (NSF) and late fees. These late fees and NSF fees were credited to R1 and R2s account in the amount of $1217.00 dollars as a courtesy by the facility. R1s and R2s admission agreement stated that the residents would not be charged a $150-dollar Wanderguard fee for a promotional period. The Wanderguard fee was waived from 10/04/22 to 08/18/23. Wanderguard fee was charged for 6 months from 09/20/23 when R2 was moved into memory care until R2 moved out of facility on 03/23/24. R1 signed the admission agreement and agreed to the Wanderguard fee totaling $150 a month. On 04/03/24 R2 was credited $150 dollars for 1 month and a prorated amount of $33.88 upon R2s moving out of facility. Page 4 of 4 R1 and R2 received multiple concession credits and promotional discounts agreed upon by the admission agreement signed by R1 on 09/29/22. On 12/29/25 the department completed its investigation from the additional information provided by RP. This department has investigated the complaint alleging that the facility is charging services not agreed on the admission agreement. We have found that the complaint was unfounded, meaning that the allegation was false, could not have happened and/or is without a reasonable basis. No deficiency is cited during today's visit based on California Code of Regulations (CCR) Title 22. An exit interview was conducted with Meghian Geul, Executive Director and a copy of the report was provided.