complaint·September 25, 2025

Based on the reporting party (RP), it was reported that R1 moved into the facility in October 2024 and in late November 2024, R1 required hospitalization following almost 3 months at a rehab center (November 2024– February 2025). While R1 was in rehab, R1 was charged for assisted living care services in December 2024, after being told by the facility staff that R1 would only be charged monthly rent for the apartment. Based on the facility’s admission agreement with R1, it’s stated under the apartment hold policy that “ When you have been away from your Apartment for 14 consecutive days, credit for Assisted Living Services will be given beginning on day 15 until you return”. On 07/17/2025, the General Manager was interviewed who stated that the Business Office Director (BOD) who was handling the R1’s credit no longer works for the community and did not leave any communication regarding R1’s billing. It was stated that the BOD already had prior approval back in December 2024 to credit the amount back to the resident’s account but the GM was unsure why the BOD did not complete the refund. The GM admitted that the credit was not completed in December 2024. On 07/17/2025, the GM and VP of Operations processed the credit back to R1’s account. Proof of the ledger showing the credit was provided to the Department. The Department has investigated the above allegation. Based on interview, record review and observation the above allegation the preponderance of evidence standard has been met, therefore, the above allegation is substantiated. A deficiency was cited per California Code of Regulations, Title 22. See LIC9099-D. This report was reviewed with General Manager, Billy Mitchell and a copy of the report was provided. Page 2 of 2.