complaint·December 5, 2025

(PAGE 2) Report continued from LIC 9099... During today's visit at 10:31 a.m. LPA and ED briefly toured the physical plant areas inside and outside to ensure there are no immediate health and safety hazards, and facility is in compliance with Title 22 Regulations. On the allegation, Staff did not provide authorized representative a refund after resident passed away, it is the concern of the Reporting Party (RP) that R1’s AR did not receive a full and accurate refund of the community fee and rent once R1 passed away. To investigate this complaint, LPA conducted in person interviews, telephonic interviews, corresponded via email, file and record review and obtained copies of pertinent documentation relevant to the investigation. Interview with the ED revealed that R1 moved into the facility on 06/30/2025 and fully moved out of the community with all belongings removed on 10/05/2025. R1 expired on 09/07/2025. The community hosted R1’s celebration of life on 09/28/2025 in the Bar & Lounge where R1’s belongings still remained in the community. The family gradually removed R1’s belongs with a date of 10/05/2025 documented as the official move out date. R1’s belongings remained in the community from 06/30/2025 to 10/05/2025 a total of 97 days as documented by facility records. The community policy states that after the 90 th day the community fee is non-refundable. The ED stated that the community strives to meet the needs of all residents and their families and acknowledges that this is a difficult time. As a courtesy to the family, the ED confirmed that they will honor the families proposed dates, which is not typical. The community fee refund will be re-calculated based on R1’s move-in date of June 30, 2025, through the expiration date of September 7, 2025, a total of 69 days. The community will issue a refund based on the initial fee of $6,000 , minus a $500 assessment fee . The refund will reflect 40% of that amount, which is $2,200. Additionally, the community will honor the families proposed move out date of September 11 th , 2025, as the end of rent date. The facility processed a one-time check dated 11/18/2025 in the amount of $10,359.24 reflecting the community fee adjustment to reflect 69 days, rent adjustment to reflect a move out date of 9/11/2025. Staff interviews revealed that R1 expired on 09/07/2025. R1’s belongings remained in the community after September 11 th and were completely removed at the end of September or beginning of October, the exact date is unknown. R1 had a majority of their big furniture items moved around September 11 th however small items remained in their apartment. Report continued on LIC 9099-C PAGE 3... (PAGE 3) Report continued from LIC 9099-C PAGE 2... R1 had a celebration of life at the community on 09/28/2025 and R1’s belongings were still in their apartment. R1’s family gradually removed R1’s belongings. Interviews with W1 revealed that AR hired their company to move R1’s belongings to a storage unit. The company moved R1’s belongings on 9/12/2025. The company typically moves large furniture items. The family was also taking things to their car at the same time. They are unsure if all belongings in the room were fully vacated on that day. Documents and Record review revealed that R1 moved into the community on 06/30/2025 and expired on 09/07/2025. R1 moved out of the community on 10/05/2025. R1 had their celebration of life at the community on 09/28/2025. Invoice dated 9/12/2025 indicated three (3) hours of service to move out R1's belongings. Documented conversation of 09/28/2025 indicated R1 still has items in their apartment. Although the allegation may have happened or is valid, there is insufficient evidence to prove the alleged violation did or did not occur. Therefore, the allegation of Staff did not provide authorized representative a refund after resident passed away is deemed unsubstantiated at this time. Exit interview conducted. Report was reviewed and a copy was provided.