Complaint·August 9, 2023

It was alleged that the facility refused to reimburse former resident’s Power of Attorney (POA). It was reported that the facility refused to return a community fee of $3500, and a holding fee of $2000 bringing the total amount of refund due to $5500 for Resident #1’s (R1) POA. Interviews confirmed that R1’s family started to move in belongings to the facility in June, however facility was notified on 06/27/2023 that R1 will no longer be moving into the facility. Information gathered reflected that a refund was initiated on 7/5/2023 through a system called Ultimus, however it is unknown why R1’s POA did not receive the refund. Staff interviews revealed that a refund for the community fee of $3500 was issued, however staff claims there was a $2,100.06 room and board fee paid by R1’s POA that was issued a prorated refund based on 30 days. Records indicated that a check for $3,599.94 was created and sent out to the address on file for R1’s POA. Furthermore, administrator Joanna stated that if the check sent out to R1’s POA was not cashed within a given amount of time, they would check in with their service center to place a stop on the check and reissue a new refund. During todays visit, Business Manager Mayra Gutierrez stated that their system reflected the refund check sent to R1’s POA had already been cashed. Based on the information gathered during interviews and record review, the department does not have sufficient evidence to determine that the facility refused to reimburse former resident’s POA. Therefore, the above allegation is deemed Unsubstantiated at this time. No deficiencies cited at this time. Exit interview conducted. A copy of the report was issued.